I never imagined I would be this person, but Birch Lane's customer service has been one of my worst buying experiences. I was excited to try this rug + rug pad, but I was disappointed in the quality I received. The recommended rug pad was WAY too big/thick for the rug, and the rug itself never flattened due to the way it was packed. Some of the tassels were frayed, and the stitching on the back was coming undone as well. and I tried using heavy books to weigh the curling edges down, and I even tried giving it a couple of weeks of light wear to see if that would help. Unfortunately, the quality just wasn't there. I don't agree with Birch Lane's shipping policy when it comes to a product that simply does not meet the quality promised—unfortunately, the buyer is still responsible for shipping costs, even with a faulty product. Birch Lane did not offer any leniency or store credit to accommodate this issue. At the point of my return (weeks later), I only had one box appropriate for shipping back the rugs, but was required to use two labels. When I reached out to customer service via chat to request a single label or clarity around how I could use one box, I was met with unclear and robotic answers that eventually turned unprofessional as I continued to ask clarity around my options. I've purchased many things in the past from BL, but after this drawn-out and consistently unhelpful and unpleasant customer service experience, it is simply not worth it for me to take the risk on future purchases.
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