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Business Profile

Carpet and Rugs

Muddy Mat

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Carpet and Rugs.

Complaints

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

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Muddy Mat has 2 locations, listed below.

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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

    Customer Complaints Summary

    • 250 total complaints in the last 3 years.
    • 98 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/15/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Ordered 1 mat 18" gray. Unintentionally clicked on buy 2 get 1 link trying to validate checkout. Order was automatically pushed through my******* account for total of 4 mats. Tried calling customer service for help to amend order. Waited in hold for 25 minutes at 2 separate times. Sent detailed email asking for help with no response after 48 hours. Still unable to get anyone on customer service line. There is no help on website. I want this order completely cancelled & to ensure I am not billed for any product.

      Business Response

      Date: 12/22/2022

      Business Response /* (1000, 5, 2022/12/16) */
      We have already processed a full refund for this transaction. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe!


      Consumer Response /* (2000, 7, 2022/12/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Received response from company in reasonable period after filing concern. Refund processed as requested.

    • Initial Complaint

      Date:12/15/2022

      Type:Delivery Issues
      Status:
      Resolved
      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 an order for 1 muddy mat and gripper for $62.72 on 12/10/2022. Received a confirmation email and credit card was charged. I have not received any other correspondence. I tried calling the number on the email to only get a message to call back during regular business hours or leave a message. I also tried sending an email to the provided email address but that was returned. I am looking for a refund for this product at this time.

      Business Response

      Date: 12/22/2022

      Consumer Response /* (-5, 5, 2022/12/16) */
      Tried calling again today,was on hold for several minutes( message all operators were busy) then silence. My call had been disconnected.


      Business Response /* (1000, 6, 2022/12/16) */
      We sincerely apologize for the inconvenience. We have already canceled the order and processed a full refund for this order. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 8, 2022/12/21) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:12/11/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      Order placed on 12/03/2022.

      Received order confirmation email.

      No tracking information received.

      Attempted to call, on hold for 1 hour + and then asked to leave message and they would call back.

      No call back has occurred.

      I have disputed the charges with my credit card company.

      Business Response

      Date: 01/05/2023

      Business Response /* (1000, 5, 2022/12/19) */
      We're sorry that you did not receive your order as promptly as you expected. We sincerely apologize for the inconvenience. We have tried looking up the order with all the information available but we weren't able to find your order. Can you please provide us with the order # to look it up? We look forward to hearing back from you soon. Thank you.


      Consumer Response /* (3000, 7, 2022/12/21) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      The order number from the confirmation email that YOU sent is: **********

      You certainly had no issue in charging our credit card.


      Business Response /* (4000, 11, 2023/01/02) */
      ***Document Attached***
      We have already processed a full refund for this order. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe!

    • Initial Complaint

      Date:12/05/2022

      Type:Delivery Issues
      Status:
      Answered
      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 4 mats and the****************** on 8/7/22 (order **********) and received my shipping notice on 8/15/22. I received *** tracking information which I checked on many times. I sent an email on 9/27/22 and received a response that I should receive the product based on the tracking info. The delivery date kept changing to that day or the next day until finally it was past 60 days which the *** stops showing tracking.
      On 11/19/22, I sent my 3rd email to them stating that I would like a refund since they can't seem to get me product. They apologized and said they would reship new product once I provided the shipping address and phone number. I thought that was odd since they should have it from my order information. I responded on 11/24/22 with the info. I then sent an email on 11/29/22 since I didn't receive shipping notice or tracking info. The response I received same day the delivery time was up to 10 business days once shipped.
      On 12/4/22, I sent an email that if I wasn't going to receive product this week, I want to cancel my order and receive a refund. I received a response same day with tracking information. When I checked today, it shows it is set to ship but hasn't been picked up yet.

      Business Response

      Date: 12/20/2022

      Business Response /* (1000, 5, 2022/12/07) */
      We're really sorry that you did not receive your order as promptly as you expected. We sincerely apologize for the inconvenience. Upon checking the status of your order, we can see that it is currently in transit. You may check your Spam or Junk folder in your email for the order and tracking confirmation. Please see the attached proof of shipment and postage of your order for reference. You may also refer to this tracking link: ************************************************************************************

    • Initial Complaint

      Date:12/05/2022

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      They say "money back guarantee" and DO NOT give any info on that or returns. I reached out about the return and repeatedly they pressured me to keep the product including one time citing something this was NOT about. They refused to credit or do a return unless I shipped it back at my expense when they get a bulk rate which cost me $53 to do so. With other companies per se ************ Coast they provide a label and charge bulk rate which is like $13 and this company made me eat 30% of their "refund" which they refused to do unless they got it with PROOF sent via photo of the *** tracking/shipping receipt. I have filed. a complaint with my bank on the purchase amount and they should at minimum refund any money over the bulk rate they pay for shipping on TOP of the refund. This is NOT money back guarantee and is fraudulent.

      Business Response

      Date: 12/07/2022

      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. We understand that you prefer a refund for your order.For us to process a refund, please return the item using the return address provided. Please be guided that we do not provide return labels. Shipping charges for all returns must be paid and insured by the customer as per our Return policy. Return Address: **************************************************************************. After shipping out, Immediately provide ** the Return Waybill and the *********** Transaction Receipt that shows the Tracking Number. This is very necessary to verify that item has been successfully returned prior to processing a refund. Hope you find this information helpful. Please let us know if you have any other questions.
      See Attachment/File: Muddy Mat Return Policy.jpg

    • Initial Complaint

      Date:10/25/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      contacted MuddyMat right after my order was placed because an extra set of items was mistakenly added (it was a "deal" that I accidentally clicked on after placing my order for just a mat and there was no way to go back and delete the item rug grippers ,extra mat ,and rubber scrubbers. I specified to them in multiple emails what happened, the item to be canceled, the amount to be refunded if already charged but all i get are bot-like responses trying to get me to forgo the refund and not cancel the added item. Even when I clearly stated the only solution I was willing to accept was a full refund . Well I conceded and then ask for at least the extra mat be Burgundy. They said they would refund me once I received the ordered . Well here it is 2 weeks later and nothing.

      Business Response

      Date: 11/01/2022

      Business Response /* (1000, 5, 2022/10/28) */
      We sincerely apologize for the inconvenience. We have already processed a refund for the items in question. Please see the attached invoice for reference. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe!


      Consumer Response /* (2000, 7, 2022/11/01) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:10/15/2022

      Type:Billing Issues
      Status:
      Answered
      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 was charged twice ordered once and received 3 Matts. Second charge was more than the original price. how do I get a refund?from muddy Matt's
      ****************

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/21) */
      The charges on the order are processed separately instead of processing one total billing charge. This way we can be more transparent with the breakdown of the charges. I understand that it may have caused the confusion that the order has more than what is intended to buy, but rest assured that is not the case and this weren't charged for more. Thank you and keep safe!

    • Initial Complaint

      Date:10/10/2022

      Type:Delivery Issues
      Status:
      Answered
      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.
      This item was never delivered. They pointed me to a *** tracking number that said my delivery was being handled by the***** and provided a link to a web site that does not work. the item was marked delivered, but no picture was taken to confirm that and I did not receive the item. I expected a refund but have been getting nothing but the circular logic that the tracking number says delivered, but as the number isn't valid and isn't for my personal address I suspect this is a scam.

      Business Response

      Date: 11/04/2022

      Business Response /* (1000, 5, 2022/10/19) */
      We sincerely apologize that you did not receive your order as promptly as you expected. Upon checking the status of your order, we can see that it was delivered in a mailbox on October 8, 2022. You may check your Spam or Junk folder in your email for the order and tracking confirmation. Please see the attached proof of shipment and postage of your order for reference. You may also refer to this tracking link: ************************************************************************************

    • Initial Complaint

      Date:10/08/2022

      Type:Delivery Issues
      Status:
      Answered
      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 on 9/25/2022.
      I never received a confirmation email or tracking # to date.
      I've contacted the company multiple times through email.
      They keep saying things like "because of high volume of orders, the system is getting backed up" said on 10/2, "Our warehouse will start to fulfill all backorders beginning today. You should expect to receive your tracking number in the Fulfillment Confirmation Email you will receive at the email address you have on file. Please give it up to 72 hours to receive this confirmation." said on 10/5.
      And here it is 72 hours later and I haven't received anything.

      I keep getting the run around.
      And they don't bother to contact you to tell you that your order is delayed and why. It's like pulling teeth with this company.

      I've been more than patient.
      This is very unprofessional!!!

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 5, 2022/10/18) */
      We sincerely apologize that you did not receive your order as promptly. We have seen an error in our fulfillment system that causes the delay. As of today, it is well-taken care of. We also experienced an unusually large number of orders which disrupted the normal delivery time frame. Upon checking the status of your order, we can see that it was delivered on October 17, 2022. You may check your Spam or Junk folder in your email for the order and tracking confirmation. Please see the attached proof of shipment and postage of your order for reference. You may also refer to this tracking *****************************************************************************************

    • Initial Complaint

      Date:09/28/2022

      Type:Product Issues
      Status:
      Resolved
      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.
      The company withdrew payment prior to shipping and when I reached out a week later for a tracking number they didn't even address my concern just offered store credit. When I again reached out they ignored my question and added more store credit all emails referred to think it over like having store credit for a company that can't even address my concern is something I'd consider. I sent them a copy of their cancellation policy from their website since no tracking number had been assigned to cancel my order and refund my money. Starting to feel like this is a scam company. So frustrated. Just want my 89.95 back at this point.

      Business Response

      Date: 10/12/2022

      Business Response /* (1000, 5, 2022/10/06) */
      We sincerely apologize for the inconvenience. We have already canceled the order and processed a full refund for this transaction. Please see the attached invoice for your reference. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2022/10/11) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    Muddy Mat is NOT a BBB Accredited Business.

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