I was looking for a particular rug that was out of stock on other sites. I saw that rugs done right had it in stock, so I decided to give your company a chance. I ordered the rug on May 26 when I moved into my new house, and tried to switch to a larger size on May 29. I did not hear back from customer service until May 31 at which point it was too late because the order was already submitted to the warehouse where they refused to change or cancel the order. This was very unhelpful. I hoped the rug I ordered would work, but unfortunately like I had thought, it was too small for my patio when it arrived. I put in an exchange request at which point I was not given a return label even to EXCHANGE. I was also told the larger rug was backordered-- completely negating the reason I shopped your store in the first place. I had to pay $179 for the bigger rug and at that time I was told I had to pay the shipment for return of the smaller rug. I went to UPS to return the smaller rug to find out that it was $50 to ship the small rug back to UPS. That was almost the same price as what I paid for the rug!!! There was no way I was going to spend $100+ to return the rug I didn't want. I called customer service to again that day to explain the situation, and ask for a return label for this special circumstance and was again denied with no explanation or understanding, no type of compensation or compromise. I understand your "return policy" states that the return shipment is on behalf of the buyer, but this should not be the case for an exchange. I shouldn't have to pay for an exchange shipment, especially if I am spending more money for a bigger rug. I now have 2 rugs- 1 that I don't want or need, and have spent over $230 at your site for terrible service. The UPS store even told me most companies who typically DON'T provide return labels have been providing them due to the COVID-19 pandemic. Not only should you take this into consideration, but your return policy should also be altered to make exchanges a little more fair. There should be a separate policy for exchanges that does not require the customer to spend the same price as the cost of the rug to send back. This whole situation could have also been avoided if customer service would have cancelled or changed my order the first time I asked. You should call yourselves rugs done wrong. I am highly disappointed with the customer service and will never shop this company again.