If I was only rating customer service, I would give this company a 6 out of 5. I worked with this incredible Customer Service Specialist named Ali. I have never in my 65 years had customer service as efficient, professional, and compassionate as provided by Ali. I ordered a Loloi rug on 29 Oct, my card was charged the very next day, but I didn't receive the merchandise until 19 May (7 months later). Everything that could go wrong went wrong: inordinate delays in shipment, the wrong color rug ordered, my rug was misdelivered to Pennsylvania, then Virginia (I live in NC), and finally the rug delivered was damaged (cut). Ali called the Loloi company on numerous occasions to check the status, she hounded FedEx and discovered the rug was in PA, then VA, and she convinced them to overnight the rug to NC. When I discovered the rug was damaged, she immediately locked in the last one in inventory and had it sent to me. All the while Ali kept me informed via emails and even phone calls, this young lady is simply amazing. If Rugs Done Right were smart, they would immediately promote her. I finally have my new rug and love it, it looks gorgeous. Every time I look at it, I will be reminded of the outstanding customer service Ali rendered.