Quick delivery with good progress information. When rug arrived as soon as I unwrapped the first layer of packaging the smell of "damp" and "really old houses" was obvious. Once unwrapped and laid out the smell was overwhelming. The rug smelt like it had been in a damp warehouse for months. When I enquired the very friendly staff member said his quality control team said this was normal and the smell would go within 48 hours. It says this on the FAQs also. One week later it is the first thing you smell when entering the house. Due to the phone call and website info I haven't even bothered to call again.