Nan G.

I ordered a rug from Ruggable with a pad.
It is clear to me that the pad is too short for the rug.
The rug is a runner in a high traffic area; the too short pad causes both a tripping hazard and the short pad does not keep the run in place.
I have reached out for help from Ruggable; instead of offering an an easy solution, like a replacement pad cut in the correct dimensions, it's required for me to send photos to prove that the pad is too short.
Who should decide whether the pad is too short, or just right? Should the company who makes a consumer good, or the customer who purchases it decide how it should be best used?
I am frustrated at the lack of customer service and action; it's no problem to take the payment, but there is a problem providing the product for which the customer has paid.