I ordered my rug back in January. It is mid May and I have not yet received it. I have contacted them no less than 5 times since ordering to get an order update. Not once have they initiated an update themselves. I understand that the pandemic has interfered with shipping and inventory. I'm very empathetic to that. But communicating that with customers is the very minimum we should expect from a retailer. At the time of ordering, I should have been told that my order would be delayed. Not a single update was sent to me. So very disappointing. I'll be curious to see if this review makes it onto their website, which will be another good indicator as to how they value customer service.