I am missing a rug and despite many calls there has never been an answer from Grays. They use a call centre in the Philippines and I must say the girls have been lovely, however they rely on information from Grays and it doesn't seem to be forthcoming. It is most upsetting, I have made numerous purchases from Grays and never has the delivery been on time or have I been notified. I was sent the totally wrong product and that has never been resolved either, but I can live with that. The missing rug is continuing to be something they either don't care about... can't be bothered about or both. Either way I would advise anyone considering buying to go there, buy and collect. Anything they deliver seems to be a nightmare User's recommendation: Don't buy unless you can collect yourself.