This is our second purchase from this site. We were nervous the first time but the quality, ease of delivery made that a non-issue. The rugs were exactly as described and I've received numerous compliments. The pricing is incredible for the value. Not having to carry awkward and heavy rugs home is a plus. They come right to the door. All we had to do was tip into the house ,roll down the hall and cut the wrapping. This was a real plus for older individuals. 
The rugs have always laid flat and no pilling. 
If this is your first time I suggest you read all review. If you have an iPad enlarge the rug.s picture and lay it on the floor. This really helped with looking at my wall colors next to the rug. I've never had to return one so I 'be read that they are great to work with but I don't know how I would re-wrap the rug for mailing.