I’ll start by saying that the quality of the carpet is good. However it is not to spec. First the color is off. The picture and name indicate it’s a beige and tan color. Most of it is but there’s also a very distinct green in the runner. Second, I ordered 27” wide runner. It came exactly 25.5” therefore I could not use it. I immediately reached out and they responded quickly. However the boiled down response was that they tell you it can be up to 5% smaller but that within their manufacturing standards and since this is a custom runner it’s not returnable. UNACCEPTABLE !! I pointed out that the runner is slightly smaller than their 5% rule that’s buried in some Q and As on their website. And their answer was it’s only slightly smaller than 5% so we considered that within our guidelines. Excuse me? Math is math. And 25.5 is not 5% of 27. For my trouble and additional expenses, they offered a 10% refund. Also unacceptable! How about send me what I asked for. How is it that a lower end store can find a way to produce the measurements exactly but this place cannot?? Also how is this a custom runner when I chose from specifications that were marked “in stock” on your site (other shorter lengths were not available) and it shipped the next day. They also said that this carpet is mass produced so they cannot guarantee the exact width. This is such a deceptive practice for a business and they should be ashamed.

I’m extremely disappointed in the quality of this rug. I submitted photos clearly showing the poor workmanship - the surging is uneven and sloppy, and the rug itself was cut unevenly. I was told my concerns would be forwarded to the appropriate team, but I never received any follow-up. At this price point, I expect far better quality control and attention to detail. Issues like this should not make it past inspection. Based on this experience, I’m hesitant to place another order.

I searched for three years and kept coming back to this site because it had the only beige runner I could find without a hint of gray to it. Shockingly I received a gray and blue runner that looks nothing like the picture. I put it in natural light in led light in warm yellow light and not one makes it look like the website picture. I can't return it because it's "custom". They refuse to do anything about it. $750 and three years and I'm now stuck with this awful runner that doesn't match and looks awful and I am devestated.