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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

Find a Location

Muddy Mat has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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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:04/06/2025

      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 and paid for 3 rugs from this company. I received 2 in the mail. I am getting a run around as they have promotions that say buy 2 get one free. They claim I did not order enough to get this so that is why I am not getting my 3rd rug. I PAID for 3 rugs I should get 3 rugs. It has nothing to do with a buy 2 get one free. I had to go buy another rug from somewhere else because they did not send me my 3rd rug. I have 9 dogs that use the door I put these rugs by. I just want the 20 back or the rug that I PAID for.

      Business Response

      Date: 04/07/2025

      We are pleased to inform you that we have successfully processed the reshipment for the missing items in your order. The estimated delivery time for delivery is up to 10 business days. To track the progress of your shipment, we will email you the Tracking Number as soon as it is generated. Please keep the following order number for your reference: [ORDER #*****A3632]. If you have any further questions or require additional assistance, please don't hesitate to reach out to us. We appreciate your continued support and thank you for choosing to do business with us.

    • Initial Complaint

      Date:03/03/2025

      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 two mats, a large mat and a smaller mat. I waited three weeks for delivery. When the order finally came, I only received the large mat and a "free" dog towel. But I was charged for the smaller mat as well.I'm aggravated with the service. I called to ask about a return label. Was told to take pictures and send to them. Still no information on how to return, and to get refunded for the entire order, including the charge for the mat I didn't receive.

      Business Response

      Date: 03/06/2025

      We're sorry to hear that you did not receive your order. We apologize that you have to deal with this. We have issued a refund for the missing item on your order. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe.

    • Initial Complaint

      Date:02/28/2025

      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.
      Order was shipped on February 7 and haven't received it. Have sent numerous emails requesting a replacement order or a refund. Have been totally ignored. They advertise that they are here to help. Well, wondering when when help will arrive.

      Business Response

      Date: 03/06/2025

      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 have issued a full refund for your order. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe.

      Customer Answer

      Date: 03/06/2025

       
      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,

      ******* ******
    • Initial Complaint

      Date:02/28/2025

      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 placed an order a month ago that was never delivered. I have reached out COUNTLESS times to Muddy Mat via email for a refund and I've been yanked around the entire time. Do NOT order from this company. Worst customer service ever!

      Business Response

      Date: 03/06/2025

      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 have issued a full refund for your order. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe.

    • Initial Complaint

      Date:02/26/2025

      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.
      I ordered Muddy Mats on January 17th. The shipping was quick then suddenly stopped, continually stating "arriving late." No updates to shipping occurred after a week. I reached out to Muddy Mats, they said they would expedite. They never sent new shipping confirmation. It is now February 26th and I reached out stating I still did not receive my order and they sent as response with "updated shipping information." The updated shipping information states it was sent out YESTERDAY and the shipping information states it is "late" again. The business blamed the shipping company in their email. I am requesting a refund.

      Business Response

      Date: 02/28/2025

      Were truly sorry to hear that you havent received your order and regret any inconvenience this may have caused. Upon reviewing your order status, we found that the package was unfortunately damaged in transit.

      As a resolution, we have issued a full refund for this transaction. Please allow a few business days for the refund to reflect in your account, depending on your payment provider.

      If you have any further questions or need assistance, please dont hesitate to reach out. We appreciate your patience and understanding.

      Best regards,

      Customer Answer

      Date: 03/04/2025

       
      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. I did receive a refund, but it took a complaint to the better business bureau for the refund to happen. I was initially told that it was "lost after being sent out of their facility" and that they are "not responsible for shipping issues."

      Sincerely,
      ****** ******
    • Initial Complaint

      Date:02/19/2025

      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 purchased an item on January 29. It was shipped on January 31. Using the tracking number they provided, it states that its running late and more information will be provided if they receive it. I attempted multiple chimes to contact the company via email, via telephone as well as via social media messaging. I have received no response whatsoever to my inquiries.

      Customer Answer

      Date: 02/26/2025

      I did receive a response finally from muddy Matt. They are looking into rectifying the situation. I appreciate your assistance. Thank you!

      Sent from ***** ******* (

      ********************************************************************************************************************************************************************************
      )

       

    • Initial Complaint

      Date:01/31/2025

      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.
      I ordered 9 mats from Muddy Mat on 11/30/24. I received my order on 12/17/24 and opened the box on 12/19/24 to wrap the mats for Christmas gifts. Upon opening the box, I observed I was missing 3 of the 19 x 30 gray mats. I ordered 5 but only received 2. Since I had corresponded with them via email on another matter with the order, and their response was quick, I sent them an email on 12/20/24 requesting status on the missing mats. I never got a response. Sent a follow up email on 12/26 and 12/30 and got no response. Called on 1/9/25. Was on hold for over 30 minutes. Finally a woman answered and I went over the emails and my issue. She stated they emailed me on 1/2/25, which I confirmed, while on the phone, that I did not get. I even checked Spam and Junk emails. I asked her what it said. She stated I needed to send pictures of what items I did receive and the packing slip. Note: I did include a picture of the packing slip in the 12/20 email. I advised that there was no way I could do this as they had already been wrapped as gifts. She didn't say much and I finally just asked if they were going to send me the mats or provide me with a refund. She put me on hold and never returned. I sent another email on 1-9 hoping they would respond and be honorable. No response and I couldn't even attempt to contact on their website. See attached pic of the site. I just want the product. I am not trying to scam anyone. If that was my intent, I would have said the larger, more expensive mats were missing. ******** customer experience and not an honorable company. Send me the mats or give me the refund. I would prefer the mats as I do like the product. Family members upset they did not get their Christmas gifts.

      Business Response

      Date: 02/11/2025

      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.

      Customer Answer

      Date: 02/12/2025

       
      Complaint: 22883989

      I am rejecting this response because: I already provided a copy of the packing slip. It was included with my complaint. Look at the pictures!!!! Again, the received mats were given away as Christmas gifts! How am I supposed to provide pictures or video of things I dont have??!!!! I have reiterated this over and over. This is just another excuse and tactic to not resolve this. How about you provide me a video of the person who packed the box to show your company did not include those items? Ridiculous request, isnt it???? At this point, just refund me my money. I am appalled at the way this is being handled. If we cant resolve this amicably, I fully intend to take this to the next level just for the principle of it and take to social media to warn people about your business and how you really treat customers. 

      Regards,

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

      Business Response

      Date: 02/24/2025

      We want to inform you that we have already processed a refund for the missing items on your order. The refund has been issued to the original payment method used for the order. If you have any other concerns or need further assistance, please do not hesitate to reach out to us. We are here to help and ensure your satisfaction. Thank you for your understanding and cooperation. Stay safe!

      Customer Answer

      Date: 02/25/2025

       
      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,

      ******* *********
    • Initial Complaint

      Date:01/22/2025

      Type:Sales and Advertising 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.
      This company used deceptive tactics with their pricing. Their customer service email came back undeliverable. When my order finally arrived, none of the items were the size specified on the site. They also delete all negative comments from their social media which gives the false appearance of a well run company.

      Business Response

      Date: 02/11/2025

      We're sorry to hear you feel that way, and we sincerely apologize for any inconvenience. Upon review, our associates have assisted you on multiple occasions regarding your order concerns. Additionally, a reshipment order for the FREE MAT was processed to accommodate your request. Our records show that all orders have been successfully delivered.

      If you have any further concerns or need additional assistance, please dont hesitate to reach outwere here to help.





      Customer Answer

      Date: 02/11/2025

       
      Complaint: 22846463

      I am rejecting this response because:

      none of the mats were the size stated on the site. The free mat that was sent wasnt even the size promised. 

      Sincerely,

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

      Business Response

      Date: 02/27/2025

      We sincerely apologize for any frustration youve experienced and truly appreciate you bringing this to our attention. Our goal is to resolve this matter as quickly as possible for you.

      To better assist you, could you kindly provide photos of the items you received, including their sizes, the *** label, and the packing slip? This will help us investigate the issue thoroughly and find the best resolution for you.

      We truly value your feedback and are here to assist you. Please let us know how we can further help.
    • Initial Complaint

      Date:01/15/2025

      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 ordered a Muddy Mat on 12/29/24 and received the order on 1/9/25. I have tried calling the company multiple times and sent 7 emails inquiring how to return or exchange the product along with a product question but have received no response.

      Business Response

      Date: 01/21/2025

      Were sorry to hear that youve been having trouble reaching us, and we sincerely apologize for any inconvenience this may have caused.

      You can contact our ********************** at ************, or reach us via email at ****************************************************************. Our dedicated customer service team is readily available to assist you.

      Additionally, were sorry to hear that your order did not meet your expectations. We would greatly appreciate it if you could provide more details about your experience so we can better understand what went wrong. Your feedback is valuable to us, and we are committed to resolving any concerns you may have.

      We look forward to hearing from you soon and assisting you further.

      Customer Answer

      Date: 01/22/2025

       
      Complaint: 22817069

      I am rejecting this response because:

      The company still has not answered my questions. They say to contact them by email or phone which I have done numerous times without a response or answer. I have explained my issues and yet they still are not telling me how to return or exchange the item. The company has not given me an address or instructions to send it back. This item was too expensive to just ignore their awful customer service. They haven't even answered the question asking if the mat can be cut.

      Sincerely,

      **** *******

    • Initial Complaint

      Date:01/15/2025

      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.
      Purchased stair treads and a mat on 1 January. Company states items are mailed out 3-5 business days from order. My order is still processing for shipment and attempts to email them for a status update have gone unanswered.

      Business Response

      Date: 01/22/2025

      We sincerely apologize for the delay in the delivery of your order and regret any inconvenience this may have caused. We completely understand your concerns and truly appreciate your patience.

      Upon reviewing the status of your order, we have determined that the delay was due to the item being out of stock. If you are open to it, we would be happy to fulfill your order with an alternative color that is currently available.

      Please let us know your preference at your earliest convenience. We appreciate your understanding and patience, and we look forward to your response.

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