They aren't exactly the most professional, but they know carpets. The shopping experience for our custom runner was pleasant - they know what they are talking about - so it was easy to pick and pay. Then we waited, and waited, and no carpet. We finally got someone to measure. Then we waited, and waited, and no carpet. This is frustruating since we had paid a down payment...we were afraid our money was lost. But eventually they made good and we are pleased with our purchase. I recommend them for the patient :)