My rug was going to be delayed by almost two months. Needless to say, I was not pleased. However, all of that changed when I communicated with Ali, an extremely competent and caring customer service representative. Yes, I did say caring! From my first email with Ali to a personal call she left on my cell telling me my rug was on the way and although she had sent me an email already, she just wanted to leave me a message, it was obvious to me that this is an employee who cares about doing her job well and really represents what all purchasers want when they contact the customer service department. Rugs Done Right, do not let Ali go!