I've used Modern rugs before and the rug I received was exactly what I wanted and the service was very efficient. Unfortunately my latest purchase was not so successful. The rug that I ordered was nothing like the picture on screen, it looked and felt cheap so I decided to return it. Foolishly I had assumed that the company would operate a returns service (my fault for not doing my research!) when I rang to explain I wanted to return the rug I was disappointed and surprised to be told that it was all down to me to find a courier ( they do supply you with a list of suggested carriers ) and pay for the return. Neither were easy, firstly I had to re -wrap the rug securely, this proved quite some task as the original packaging was no good having been cut to open it and finding strong enough packaging for a large rug is not easy believe me !!! Then I set to, to find a courier...... easy I had thought!!! but not so, it proved to be very frustrating, Having entered in the details a number of times to various carriers only at the end to be told the rug was too big for that particular carrier to handle or the cost was exorbitant. After a very frustrating morning I eventually had everything organised but not before I had paid a rather large sum to have a rug returned that I didn't want...... A very expensive lesson learn't . I decided to go to John Lewis for my new rug where I could see what I was getting and delivery and returns are free. A real pity that there is not a more customer friendly returns policy.