When we first ordered this hall runner it arrived with a very off-center pattern. We also found that we needed one a little longer than the one we first ordered. So we contacted customer service and they quickly worked with us to exchange this for the larger size. The exchange process was super smooth. The runner is beautiful and clean. We get compliments on it all the time. So glad we purchased this! My only complaint is it takes a very long time for the runner to flatten out. I recommend getting some rug tape if you are using this rug indoors. Worked for us.