I purchased the Impasto Sage Green rug and they advised it would take 2-3 weeks to be delivered. However, it was delivered in the 2nd week while I was interstate. I tried to have the delivery company hold it until I returned but was too late and I didn't have anyone to go and receive it. A long story short is that CCTV footage showed it wasn't delivered to the unit complex and went missing [the delivery company system was down, and I didn't get the photo of where it had been left until after the CCTV footage had been erased]. When I contacted Ruggable it was replaced without hassle. They handled the situation very professionally and made sure I was kept up to date on the new manufacturing and to arrange a delivery window so I could be home to receive the delivery. Despite all of this, hats off to Hannah for managing the situation professionally. In some respects, it is 5 stars due to their "service recovery" actions, but because there is no option to provide any delivery instructions when the order is placed, I have made it 4-star rating. My tip if your delivery address isn't a house where it can be safely dropped off, would be to email ASAP when you receive order confirmation to confirm exact location and advise dates if you are planning to be away to save everyone a lot of time and effort.
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