I have held off from making any comments to give The Rug Seller a chance to respond fully to my original communication to them. However it must be said that the customer service is dreadful. (I notice many other respondents have made similar observations)The managing director claims "no quibble" returns. Try telling that to customer service who seem to have devised methods of curtailing customer comments. Even an e-mail to the MD only got a response from customer service who promised a response "next week" (now 11 days lapsed.) Following delivery of the rug, I e-mailed about an hour after receipt. I wanted some coloured whipping yarn to make good the poor whipping on three corners. It was not really a complaint as I was prepared to repair it myself. Only the stone walling of customer service with poor response times have turned it into a complaint. If they had responded to my request 20 days ago they would have received more than one star. As it is this committed rug lover will be shopping elsewhere. These comments have probably put the lid on any satisfactory out come