I am NOT recommending Rugknots or their rug partner, Arsh's Fine Rugs, to buy custom, hand-knotted rugs from. My review summarizes my TERRIBLE experience from choosing Rugknots to buy custom, persian rugs. I really wanted & expected to leave Rugknots a top rating, based on other reviews I read before choosing them - I also was impressed by their rug prices & overall selections of custom, persian rugs. In Sept 2018, I purchased my (3) custom, hand-knotted rugs from Rugknots; I didn't know at the time Rugknots works in conjunction with Arsh's Rugs on some of their rug sales. Rugknots' main warehouse is in Hagerstown, MD & Arsh's Rugs is located in a separate warehouse in Carlstadt, NJ. None of the Rugknots' employees I worked with had ever seen any of the (3) rugs I picked out from Rugknots' website, as all my rugs were sent separately from Arsh's Rugs warehouse. When I first received & unpacked my rugs, my Contractor was with me, as he's been doing on-going renovations on our over 100-year-old home in WA state. Both of us immediately saw that each rug had varying degrees of damages & defects in them. When I first saw my rugs, I was shocked & very upset, as all the rugs had looked "perfect" on Rugknots' website photos. I now know it's next-to-impossible to tell what type of "true" condition a rug is in from on-line photos, especially when they're custom persian rugs like mine, which are extremely detail-oriented with intricate patterns. If I'd been able to "see" my rugs up-close before buying them, I'd never have bought any of them. I immediately called the sales rep who'd sold me the rugs, letting him know how disappointed I was with them. Despite my later sending them "proof" of some of the rugs' damages/defects with online photos, it was Arsh's Rugs' word against mine - Arsh's Rugs insisted all my rugs had been thoroughly inspected as being in "excellent condition" before being shipped out, & Rugknots fully supported them over me, their customer. Both Rugknots & Arsh's Rugs put all the blame for the damaged rugs on ME, despite my Contractor being a first-hand witness. Rugknots' return policy refund is also very biased against the customer, when you're unlucky to be shipped damaged rugs, like I was. None of Rugknots or Arsh's Rugs' Management ever called me to apologize, or acknowledged I'd been sent damaged rugs in error. When I returned the rugs, Rugknots would only agree to refund me 1/2 my money, & I lost over $4,000!! After this awful experience, I will never shop online for any rugs, but will only buy directly & shop in person from recommended rug suppliers. Whatever happened to BELIEVING & TRUSTING your valued customers & giving them the benefit of the doubt? I still very much want custom persian rugs in my home, despite what's happened - IF the rugs shipped to me had actually looked like their online photos, & they'd delivered what was promised, I would've happily kept them, end of story. read more