Hi there, I'm going to have someone from our customer service team reach out to you directly! Sorry for the frustration!

I am absolutely retracting my rug frustration complaint.
The day I posted it I received a response in the forum and a call from HOUZZ team member Karli. The problem was clearly explained to me: I had, as I well knew, ordered at the last minute of availability, and, after creating the the label for shipping, a defect in the rug was discovered. It was the last available rug and the seller did attempt to contact me but I did not understand the phone message. I was EXTREMELY happy NOT to have received a faulty product, as I detest returning things, and I was given the option of a full refund, a different rug of equal value to be shipped immediately, or an indeterminate wait for a new rug to be (manufactured? and) shipped.
Well, my husband and I loved the look of that rug, so we chose to wait. Karli kept in contact every 2-4 weeks, so we never felt "at sea" and, on September 25th, it finally arrived.
It is luxuriantly thick and lies perfectly-- no upturned corners or curl from being rolled for shipment. The color is exactly as was pictured, but also has a beautiful complexity that does change with the light. We were given a 10% discount on our next purchase the day after I posted my complaint, and we truly felt that the HOUZZ staff and the seller were determined to make everything work for us. In the long run, that is what matters the most to me.

Thank you so much for the update! We are so glad it worked out for you. :)

I ordered wallpaper border. Should have gotten it 12/6. It’s December 8. Have not received it. Apparently the distributor is in Ontario Canada. No way of getting hold of them. That’s a huge problem