Purchased a rug November 2017, after 3 months the pile had flattened, telephoned customer service in Sunderland they said we had to take photographs of the carpet, they don’t do home visits, had a e-mail the day after saying it was heavy traffic and a normal characteristic of the rug to flatten with wear and tear and I should turn the rug around and use a rotary vacuum head to rejuvenate the pile, I had already done this but with little success, there is only my self and wife who live at the property. I emailed back to explain this but had no reply. After two weeks I e-mailed them again complaining about the rug and lack of response, the next day I did receive another e-mail with the same excuse that it was a normal characteristic of the rug and as far as they are concerned the matter is closed. I will not buy from SCS again, and will tell friend to keep clear.