Hi Amanda, I’m so sorry to hear about the pulls you noticed on your rug, that’s definitely not the experience we want for you. It looks like our team followed up via email about a week ago, but I completely understand how easy it is for messages to get missed. I’d be happy to reconnect and make sure we get this resolved for you as quickly as possible. If you’re able to check your inbox (and spam folder just in case), you should see our message there, but please feel free to reply here or reach out again and we’ll take care of you right away.

Thank you so much for your continued support, we’re so glad you came back for a second Arthur! That said, pulls are definitely not something we want you experiencing. While subtle variation can occur from batch to batch, the fibers should feel consistent overall. Please reach out to our Customer Care team at [email protected] with a few photos so we can take a closer look and help make this right. We’re here for you!

We’re sorry to hear the rug didn’t look as expected, and we truly appreciate you sharing your feedback. Our team reviewed your photos and worked directly with you to find a resolution that works for you. While subtle variations in tone can occur between imagery and finished pieces, we’re always looking for ways to make our photography and material descriptions as accurate as possible. Thank you for helping us continue to improve.