DIMENSIONS NOT AS DESCRIBED AND TERRIBLE CUSTOMER SERVICE. The 9' by 12' rug is short by several inches in both length and width. When I contacted customer service, they required me to send photos proving that it wasn't as described. Fair enough. But the rest defies understanding. The person on the chat kept pretending alternately that the photos (which included a tape measure!) 1) showed that the rug was the correct size, or 2) didn't show what size it was. And they repeatedly pasted the same inane message in the chat: "I see your point. With the information that I was given the correct item was sent you would have to pay the return shipping fee would you like to have the item returned pickup or drop off ?" I'll be contacting my credit card company.