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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:09/25/2022

      Type:Sales and Advertising 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.
      Classic bait and switch by the company. Was charged more for items then first shown, then the shipping cost was never shown until the order was completely placed. I immediately emailed as per website instructions and told them to cancel my entire order since the prices were not completely shown until after order was placed. I received 1 email saying they recommended I keep my order. I replied again to cancel order. No reply from business since

      Business Response

      Date: 10/31/2022

      Business Response /* (1000, 8, 2022/10/17) */
      We have already processed a full refund for this order last September 26, 2022. Please see the attached invoice for your reference. Should you need anything else, please do not hesitate to reach out. Thank you.

    • Initial Complaint

      Date:09/10/2022

      Type:Billing 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.
      Placed an order then noticed amount charged was different than the one the invoice before payment. 2 charges on credit card with different amounts. Sent 2 emails about this and received no response. No where on the website are you able to check status of order.
      At this point I have no product, no idea I have been charged, or what I should have received.
      It is frustrating and I just want to cancel and received a refund

    • Initial Complaint

      Date:09/08/2022

      Type:Service or Repair 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 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 the mats) and there was no way to go back and delete the item (mat grippers). 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 of $35.83 they give me the runaround.

      Business Response

      Date: 09/29/2022

      Consumer Response /* (-5, 5, 2022/09/11) */
      Business has issued a refund of $35.83. However, I am still waiting for the remainder of my order to be delivered. Have not received shipping information yet.


      Consumer Response /* (2000, 10, 2022/09/26) */
      The business issued a refund after I told them I put in a claim with ***. The issue is now resolved. I will not purchase from this business again and would recommend others to avoid as well.

    • Initial Complaint

      Date:08/30/2022

      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.
      I ordered a gray muddy mat 8/2/22. First knew this was shady when I selected the free glove (just pay S&H) and it immediately charged my card without telling me how much. So now I paid $9.95 shipping for a mat AND a "free" glove when I'd presume they'd come in the same box. The charged my card twice, $39.99 for mat and $16.98 for the glove! I immediately contacted customer service and they just tried to convince me to keep it by giving me $100 worth of gift card to use on their site for incense and other weird stuff. At first I said no and just refund me the glove but they insisted or said I can pay shipping to return the FREE glove! So I accepted the gc but am afraid to use it.
      I never received an email with tracking information as their original email after purchase stated so on 8/21/22 I emailed asking about my shipment. They responded that the warehouse fulfills orders in 24-48 hours (it's been 19 days!!) and they had excuses. Emailed them 8/27/22, they responded next day they are out of the gray I ordered (25 days prior) and offered me brown or burgandy. (Which I would have ordered if I wanted) so I asked for a refund since they can not fulfill my order. Then they offered me a 30% discount on these other colors. I don't want them! So asked for refund again since they could not fulfill what I ordered. They countered with a 35% refund!!!!!!! They are THIEVES!!!!!!!!! I don't want a 35% refund. I want 100% OR the GRAY mat I purchased. THIS IS A BOGUS COMPANY WITH HORRIBLE CUSTOMER SERVICE. There is no way I would ever purchase any of their products EVER again. THIEVES. Refund 100% if you can not deliver the product I ordered.

      Business Response

      Date: 10/13/2022

      Business Response /* (1000, 5, 2022/09/02) */
      We sincerely apologized for the inconvenience this may have caused you. We would like to inform you that the full refund was processed last 08/30/22 at 1:21 pm for the amount of $56.93. Please check your PayPal account for the refund.


      Consumer Response /* (2000, 7, 2022/09/02) */
      The day I submitted the compliant they finally refunded me 100%. Thank you for your time BBB!!

    • Initial Complaint

      Date:08/25/2022

      Type:Product 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.
      Placed an order on August 18th with a delivery date of August 23rd. I emailed customer service to inquire about a shipping tracking number only to be informed that the items I ordered are out of stock. I asked Fur a full REFUND including shipping and handling. Customer service has been ignoring my request for a refund with other offers ans deals. I am not interested in anything but my REFUND and all I'm getting is the run around. I want my money back!

      Business Response

      Date: 09/13/2022

      Business Response /* (1000, 5, 2022/09/02) */
      We sincerely apologize for the inconvenience. We would like to inform you that the full refund was processed last 08/25/22 at 6:03 pm for the amount of $147.89. Please check your bank account for the refund.

    • Initial Complaint

      Date:08/17/2022

      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 ordered two mats from Muddy Mat on July 14, 2022 from their website. They charged my credit card the same day with no confirmation of shipping. $49.90 plus $7.99 for shipping. I called and spoke to a representative over 2 weeks ago and was told the original color I had chosen was out of stock and asked if I wanted a different color. I chose a color and was told it would be shipped ASAP. Today is August 17, 2022 and I still have not received the merchandise or any shipping information.

      Business Response

      Date: 09/01/2022

      Business Response /* (1000, 6, 2022/08/26) */
      We carefully checked your account and we see that we have successfully sent your shipping information on in the email address we have on file. Please check your SPAM folder too. The order has been delivered on Wednesday, August 17 at 2:31 P.M. at FRONT DOOR/PORCH. Please refer to this tracking link:*******************************************************************************************************************


      Consumer Response /* (2000, 7, 2022/08/24) */
      Regarding this complaint, I did finally receive the merchandise shortly after filing the complaint. I still want the complaint on record though because of the way the order was handled - credit card charged before order shipped and not shipped until several weeks after.

    • Initial Complaint

      Date:08/08/2022

      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.
      Ordered a Large Beige Muddy Matt on July 12th, 2022. I have confirmation number but did not receive confirmation email. I have no updates on my package. It's been 3-4 weeks now that $75 has been basically stolen from me. I can't even access the page where it says to check my status because it is non existent- through a third party or something. With everyone else's complaints, this company really needs to sort themselves out and be better for their customers. This is really frustrating for alot of people, especially when we can't check our own status and have no way of knowing where our product is or when it will be shipped out.

      I sent an email from the webpage but I'm here now so I know someone will contact me.

      ****I want my large beige mat (that I ordered) and I want another large beige mat added for FREE for the inconvenience. *****

      I really don't care if your warehouse is getting it all sorted out. Don't tell people their orders will "ship within hours" and delivered in a week when you can't even get my order shipped in 4 weeks. Crazy.

      My order number is **********
      my email i********************

      Business Response

      Date: 08/23/2022

      Business Response /* (1000, 5, 2022/08/12) */
      We sincerely apologized for the delayed of shipment. The order is scheduled to be delivered on Friday, August 12 by 7:00 P.M. Please refer to this tracking link:*******************************************************************************************************************


      We would highly suggest for the customer to keep in touch with our customer service team in resolving the issue.


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

    • Initial Complaint

      Date:08/07/2022

      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 recently ordered some rugs from this website. The website is very sketchy and never got my email. I went to my email to look for an order confirmation and there is nothing. I then noticed that my bank transactions had two debits. One for the product and one for shipping ... weird. I truly just want a refund because I feel the company is sketchy in their business practices.

      Business Response

      Date: 08/22/2022

      Business Response /* (1000, 5, 2022/08/09) */
      We carefully checked the account of the customer and we see that we have successfully sent the order confirmation on 08/07/22 at 11:09 am and the shipping information on 08/08/22 at3:14 pm in the email address we have on file. Please check the SPAM folder too. We attached the order summary of the customer for reference. The order has been processed for shipment from our warehouse. Please refer to this tracking link: ******************************************************************************************************************

    Muddy Mat is NOT a BBB Accredited Business.

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