My rug arrived with the plastic packaging torn and grease stains the entire length of the rug where the tear occurred. Wayfair's online customer service site was fantastic. I did not have to interact with any humans and it took five minutes to report my issue. A new rug arrived within 24 hours, which exceeded my expectations for speed of issue resolution. The rug itself is beautiful. Not super cushiony so definitely purchase a thick cushion for below it. The rug itself is folded as opposed to rolled and after two weeks I'm still waiting for some of the folds to settle but it's not too bad. This rug is not worth the non-discounted price (which I think was well over $1,000) but is a great deal if heavily discounted (I believe it was 70 or 80% off when I purchased it).