I ordered a large shag pile rug at a cost of £200. The rug is beautiful and I love it. Unfortunately the pile at the edge of the rug is shorter than the rest of the pile. It looks as though something has taken a 20 cm bite out of the edge of it. Customer service said that the under edge of the rug is straight therefore the rug is of standard and the shorter pile is just the nature of shag pile rugs? They have offered no resolution other than I return it and pay a £20 return fee. They say I pay the return because the rug is not damaged. I am 59 years old. I have bought shag pile rugs before and have seen countless in my lifetime but never have I seen one that looks like a chunk has been chewed torn from it. After several emails I have stopped all communication until I get advice from Trading Standards as to whether the rug is of normal consumer standards. I liked the rug so much that I wanted to see how the rug would perform before I bought another one. I am so disappointed.