My overall rating is poor. Delivery was efficient and communication regarding this was also extremely good. The rug itself was not as expected as it had flaws which make it look like a 'second' NOT the full price rug that I thought I had purchased. I had very good response from JO-Ann when I queried the overall appearance of the rug. She asked me to send her images which I did and she advised that she would ask the warehouse team to check the other rugs in stock and see what they looked like. The answer is that all the rugs have flaws and that is the nature of sisal. HOWEVER, the flaws are in a natural sisal colour where my rug is supposedly taupe. This means the flaws are extremely evident and therefore the overall look of the rug is that it is faulty. Jo-Ann was very efficient and advised that I could return the rug if I so wished but no offer of returns postage was made, or any advice given about how to proceed with returns. I am very disappointed and inevitably if people ask about it I shall have to tell them where I bought it. Despite the fact that this is the fourth rug that I have bought from you I am afraid to say that following this experience it will be the last. May I suggest that if all the sisal rugs have flaws of this nature you show photographs that are a realistic image of what the customer can expect to receive. The current image of the taupe sisal runner that I purchased shows no flaws at all. Phillippa Ryder-Storar