Complaints

This profile includes complaints for Muddy Mat's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Muddy Mat

  7886 Deering Ave Canoga Park, CA 91304-5005

• 

  Muddy Mat

  2450 E 23rd St Los Angeles, CA 90058-1202

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Charged my credit card full value for items that were supposedly free or markedly reduced in price

  Business Response

  Date: 07/02/2025

  We truly understand your concerns and want to assure you that we've taken immediate action to make things right.
  
  Your order has been canceled, and a full refund has been processed. You should see the amount reflected in your original payment method.
  
  If there's anything else you need or if you have further questions, please dont hesitate to reach out. We're here to support you and are fully committed to your satisfaction.
  
  Thank you for your patience, understanding, and continued trust.

• Initial Complaint

  Date:06/30/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my order on June 7th and the tracking information hasn't changed since June 13th when it said my package arrived in *******. I live in ******** and it has not moved from ******* in 17 days according to the tracking information. I have contacted the company via email several times and they refuse to refund my order which is clearly not coming. They also said they would send out another order five days ago and that still has not tracking information attached to it. I want a refund. They are holding my money indefinitely without providing the product I ordered almost a month ago.

  Business Response

  Date: 06/30/2025

  We're very sorry to hear that you did not receive your order, and we sincerely apologize for the inconvenience this has caused.
  
  After thoroughly reviewing the tracking details, it appears the package was unfortunately lost in transit. As a result, we have issued a full refund for the transaction.
  
  If you have any other questions or need further assistance, please don’t hesitate to reach out. We're here to help.
  
  Thank you for your understanding, and please take care.

  Customer Answer

  Date: 06/30/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23537073, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Bon Strode

• Initial Complaint

  Date:06/19/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought muddy mats for our dogs because the company claimed they wouldn't rip, even if chewed. However, one of our dogs bit the mat, which tore easily. He ingested some of it and needed emergency surgery. The company is only offering a refund for the damaged mats. These mats are a health hazard to animals, and the company should face consequences for false advertising and selling a dangerous product.

  Business Response

  Date: 06/20/2025

  We’re deeply sorry to hear about what your dog went through, and we want to extend our heartfelt apologies. We completely understand how upsetting and distressing this situation must have been for you and your family, and we hope your dog is now on the road to a full recovery.
  
  Please know that we take this matter very seriously. While our product descriptions are based on extensive testing and customer feedback, we understand that no product is entirely indestructible—especially with certain breeds or more aggressive chewers. If you’re comfortable sharing, could you please let us know what breed of dog you have? This information will help our product and safety teams further assess the issue and improve future product safety guidelines.
  
  Additionally, we would appreciate it if you could send us a copy of the veterinary bill, laboratory results and any related documentation. We are more than willing to review it and work with you toward a fair resolution beyond just a product refund.
  
  Once again, we deeply regret what happened and are committed to working with you to make things right. Please don’t hesitate to reach out with any further details—we’re here to listen and help.

• Initial Complaint

  Date:06/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/14/2025 I purchased 2 navy blue Muddy Mats (Runner Mat - 24" x 60") from the official Muddy Mat TikTok shop. They were on sale for $15.96 each, and my card was charged $34.15, and I was given a delivery date of June 21 - June 24. My order ID number is ******************. Shortly after the transaction I received a notification that "the purchaser canceled the order," which I did NOT. I sent a message to the seller asking why they canceled my order, to which they said their TikTok shop experienced a temporary glitch which "allowed their items to be purchased for $17 instead of reflecting their intended 20% off sale." I feel like this is a bait and switch on their part to get customers to purchase their items at a sale price, then they cancel the order so customers have to reorder and pay more for the item they initially purchased. I would like the items sent to me as initially purchased.

  Business Response

  Date: 06/19/2025

  We sincerely apologize for the inconvenience you’ve experienced and appreciate you bringing this to our attention.
  
  Due to a technical error on TikTok Shop, itmistakenly allowed all sizes to be purchased at a flat rate of $17, rather than applying the intended 20% discount. This was not an intentional promotion, but a glitch in the TikTok platform that affected multiple orders.
  
  As a result, all impacted orders have been cancelled and issued full refund to affected customers. Please rest assured that we are not keeping any customer funds—all incorrect transactions have been fully reversed.
  
  We truly understand how frustrating this may be and want to thank you for your patience and understanding. If you have any further questions or concerns, please feel free to reach out. We’re here to help.
  

  Customer Answer

  Date: 06/19/2025

   
  
  Complaint: 23471478
  
  
  
  I am rejecting this response because: A glitch is not my fault. I purchased and paid for my 2 items that YOU chose to cancel and submit a refund for. The company chose to cancel my purchase, I did NOT. This purchase should be honored.

  
  Sincerely,
  
  
  
  Cori Youngs

  Business Response

  Date: 06/23/2025

  We understand your frustration regarding the cancellation of your order. We sincerely apologize for the inconvenience and any confusion caused by the system error.
  
  While the original order was automatically canceled and refunded due to a pricing glitch, we truly value your business and are willing to process the order as a one-time courtesy.
  
  To move forward, we kindly ask that you provide a phone number and a preferred time for a callback so we can securely collect payment for the amount paid during the system error and proceed with fulfilling your order.
  
  We appreciate your patience and understanding, and we look forward to resolving this for you.

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23471478, and find that this resolution is satisfactory to me.
  
  

  Please contact Pat Youngs on my behalf at 219-805-8559 to place the order  

  
  Sincerely,
  
  
  
  Cori Youngs

• Initial Complaint

  Date:06/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the 35" muddy mat pillow bed. WHAT A DISAPPOINTMENT! The pillow has ***** of matting for the pillow, impossible to shape, really cheap, I like the outer part but with this terrible stuffing I can't use ***** bad you had to cheap out, and it was expensive. with free shipping it came to $97.87 !build a solid inner pillow!!!!!!!!!!

  Business Response

  Date: 06/06/2025

  Thank you for sharing your feedback regarding your recent purchase of the 35" Muddy Mat Pillow Bed. Were truly sorry to hear that the product did not meet your expectations, and we understand your disappointment.
  
  Our intention is always to provide products that meet high standards for comfort and quality. Were sorry to hear about your experience with the inner pillow stuffing. While many customers have found the design suitable, we recognize that preferences can vary, and we take all feedback seriouslyespecially when it comes to product construction and materials.
  
  Please know that your comments have been forwarded to our product development team for review. We are continuously working to improve both our products and our customer experience, and honest feedback like yours is incredibly valuable in that process. Should you have any other concerns, please do not hesitate to reach out to us.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like many other complaints, customer service with this company is terrible. They made an error in my order and refused to make it right without an insulting request to provide extreme documentation including photographs of their own product. I have ceased communication with them but wanted to document my experience with the BBB. Buyer beware.

  Business Response

  Date: 06/06/2025

  Were sorry to hear how you feel, and we sincerely apologize for the inconvenience.
  
  The documentation we requested helps us identify where the issue occurred so we can take steps to prevent similar problems in the future.
  
  We're ready to proceed with sending a replacement for the missing item from your order. To facilitate this process, please confirm your complete shipping address and phone number.
  
  Kindly let us know if you'd like to proceed with the replacement. We look forward to your response.

  Customer Answer

  Date: 06/06/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *****

  ****************

  *******, *** 37309

   

• Initial Complaint

  Date:05/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the Muddy Mat for our puppy for the front door to alleviate mud and wetness tracking through the house in the winter time. Our credit card has been charged for the mat, but we have never received the mat. We expect that the mat will arrive very shortly, or we will be taking this problem to the courts. This is poor business, when you place confidence in a company to come through with a customer order. It has been at least 4 months since I ordered it. Please oblige by sending the order immediately! Thank you! ******* ****

  Business Response

  Date: 05/21/2025

  We're sorry to hear that you did not receive your order. We apologize that you have to deal with this. Upon carefully checking the status of your order, it shows that the package got lost while in transit. We are issuing a full refund for this transaction. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe.
  
  

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered the buy two, get one free. It took several weeks to receive the order. When it finally arrived, there was only one rug. The package appeared to not have been secured properly and it's possible it may have opened during shipment. I sent a picture of the package and was told they would expedite the two rugs. I am still waiting. When I message them, I get a canned response. Not at all happy.

  Business Response

  Date: 05/28/2025

  Thank you for getting in touch regarding the status of your order. We apologize that you have to deal with this. Upon thorough examination of your order details, we regret to inform you that your shipment is currently experiencing delays beyond our initial estimated delivery timeframe. While our typical delivery timeframe is approximately 10 business days, we acknowledge that unforeseen circumstances can lead to unexpected delays during the shipping process. Please be assured that our team is actively addressing the situation to expedite the delivery of your order as quickly as possible. Your patience and understanding during this time are immensely appreciated. If you have any further questions or require additional assistance, please don't hesitate to contact us. Your satisfaction remains our utmost priority, and we are fully committed to achieving a positive resolution.
  
  

• Initial Complaint

  Date:05/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered 2 Muddy Mats, and both were sent the wrong color..I am returning the second one but I don't know where or how to send it back..I wanted the darker blue and they sent both in a turquoise color..ugh..please let me know where to send it and either refund my money or send me the correct color...

  Business Response

  Date: 05/02/2025

  We sincerely apologize for the inconvenience caused by the incorrect item in your order. Please rest assured that we take this matter very seriously and will address it as a priority. We are committed to taking steps to prevent similar incidents in the future.
  
  To help us resolve this promptly, we kindly request that you provide photo or video of the items you received, showing the *** NUMBER and the PACKING SLIP found inside the package. This information will enable us to conduct a thorough review of your order and determine the appropriate next steps.
  
  We appreciate your understanding and cooperation as we work to resolve this matter to your satisfaction. Should you have any further questions or concerns, please dont hesitate to reach out. Our team is here to assist you.
  
  

• Initial Complaint

  Date:04/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 mats and was supposed to get a free mat they only sent me the 2 and did not send the free mat or a packing slip. They keep sending me the same email asking for documentation (4times) everytime I have sent all they have asked for. When u call u get the initial recording but then no one answers the phone I want my free pay I spent 75 dollars to get it. apparently looking at reviews and complaints this is a common problem. I have asked to be contacted by a supervisor and have never had that happen

  Business Response

  Date: 05/02/2025

  We sincerely apologize for the inconvenience caused by the missing item in your order. Please rest assured that we take this matter very seriously and are addressing it as a priority. We remain committed to implementing measures to prevent similar incidents in the future.
  
  To assist us in resolving this matter promptly, we kindly request that you provide photo or video evidence of the items you received. Specifically, we ask that you capture the *** on the packaging and the packing slip included inside the package. This information will enable us to conduct a thorough review of your order and determine the appropriate next steps. We greatly appreciate your understanding and cooperation as we work toward resolving this issue to your satisfaction.
  
  If you have any further questions or concerns, please do not hesitate to contact us. Our team is here to support you. Thank you once again for your patience and understanding.