I ordered an 11x8 rug and received a 9x7 rug. When I contacted customer service, the representative did not apologize for their error or the inconvenience they caused me, but acted like I had caused the problem. They told me to send it back using the existing packing material. I explained the packing material had been destroyed when I removed it. I also reported the carpet had a strong musty smell that took three days of outside airing to eliminate. As a solution I offered to accept the smaller rug provided the company reimburse me for the price difference. The company is currently considering my offer.