The wrong rug was sent to me twice! Then I was told the rug I had ordered was out of stock (even though on the same day it was still for sale on the website for other customers!) so seems as though I was given a rug in the hope I wouldn't notice! I arranged for a pick up and a refund and was told I would receive this within 3 working days of the rug being returned. Two weeks later I still hadn't received my refund. spoke to somebody in customer services who was quite rude and said although she could see it had been picked up they had to locate the actual rug in the warehouse before processing a refund. They fact that they new it had been returned should have meant my refund was processed, as they couldn't locate the item in your own warehouse quite frankly is not my problem. She confirmed I would receive a call back by the next day, when I highlighted this was a Saturday she then corrected herself and said by end of the day Monday. Not surprisingly, I didn't receive a call back. finally after calling again my refund was processed by someone who was helpful.