All went well with our original order for a lounge carpet (large order). We then paid for the remnants to be whipped (edges bound). to protect the carpet around a fireplace and heavy tread area. (small amount). Were told it would take one week from 31st August - still waiting. Lost count of phone calls, never returned or responded. An email to Customer Service and a complaint form on their website has also fallen on stony ground. I think they have lost the pieces? Once they have your money customer service ends. Will not use them for our next order of stair carpet.