Business Profile

Carpet and Rugs

Muddy Mat

This business is NOT BBB Accredited.

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Complaints

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

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.

Initial Complaint
Date:01/14/2025
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 an order with this business on December 8 and my credit card was charged on the same day. I still have not received my package and it has been over a month. Ive reached out to muddy Mat numerous times asking where my order is. They keep giving me a tracking number That shows my package has been sitting in the same location since December 19 (**************, **********).There has been no forward movement on my package since December 19.Ive sent this business numerous emails stating that my package hasnt moved since December ***************************************************************** the same tracking number showing the same location of my package. I cant get any response from this business to try to move forward with the delivery of my package.
Business Response
Date: 01/21/2025
We are sorry to hear that you did not receive your order and sincerely apologize for any inconvenience this may have caused.

Upon carefully reviewing the status of your order, we have confirmed that the package was lost in transit. We also note that you have already spoken with one of our associates and opted for a reshipment. We are pleased to inform you that your order is currently being prepared for shipment.

For your convenience, a tracking number will be sent to your email once the order has shipped, allowing you to track the delivery in real time on the carriers website.

Should you have any further questions or require additional assistance, please do not hesitate to contact us.

Thank you for your patience and understanding.
Customer Answer
Date: 01/21/2025

Complaint: 22812475

I am rejecting this response because:
I still haven't received the order/package. I did receive an email from the business stating that the replacement order has been shipped on 1/16/25, however as of today (5 days later)
the tracking number provided only shows that a shipping label has been printed. There is no forward movement of my order. I will be satisfied after my order is delivered.

Below is the email received from the vendor/seller:
Hi ***** ********,

We're excited to inform you that your order F22C668403 is on its way! Your tracking number is TBA318869742902.

To track your shipment, simply copy the provided Tracking Number above, click on the link below, and paste it into the designated form.

If you've already received your package, kindly disregard this email.

Please Track Your Order Here: *******************************

If you have any questions or need further assistance, please contact our ************************************************************************************************************************************************ ************
*************** EST Sundays to Saturdays

Ship Method:     amazon_shipping_standard
Order Date:     01/16/2025 5:47am
Shipping Address: ****************
******************-7025
US

Billing Address:    ****************
******************
US

Phone:    **********
Email:     ***********************
Sincerely,

***** ********
Initial Complaint
Date:01/12/2025
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.
Ordered light blue got aqua. Not same color on website
Business Response
Date: 01/21/2025
Were sorry to hear that your order did not meet your expectations. Unfortunately, we are unable to locate the order using the information you provided.

To assist you further, could you please provide additional details such as your order number, email address, full name, or phone number associated with the order? This will allow us to promptly review your request and provide a resolution.

We look forward to your response and are eager to assist you.
Initial Complaint
Date:01/07/2025
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.
Early in December, 2024 I ordered a 24"x35" Muddy Mat as advertised on TV. I received a confirmation of my order (Order #E75569C16A). I have received several "unverified" emails that the order has shipped. However, the **** tracking #********************** indicates that only a shipping label has been created on 12/15/2024. The phone number which I've called several times is ************** puts me on hold for up to 20 minutes before it is answered by a person. The person who answered explained that this is a "customer service" number somewhere in *******. I would like to actually receive the product I've ordered, or receive a refund. Thank you.
Business Response
Date: 01/10/2025
We sincerely apologize for the delay in the delivery of your order and regret any inconvenience this may have caused. We are issuing 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:01/01/2025
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 during a promotion for buy 2 mats and get one free. I received only one mat so I ended up paying $40 for one little bitty mat. This company does not respond to emails and will not answer on their customer service line they just leave you on hold forever and never answer. I want the two mats that they owe me
Business Response
Date: 01/03/2025
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: 01/03/2025

Complaint: 22755388

I am rejecting this response because:

Sincerely,

******* *******
Customer Answer
Date: 01/03/2025
Do not still have the packing slip or bar code that they are asking for. Even if I did I wouldn't know how to send it to them I'm not that tech savvy all I want is for them to send me the two mats that I did not get that's it
Business Response
Date: 01/10/2025
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.
Initial Complaint
Date:12/28/2024
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.
Ordered 3 mats and paid for 3 and got only 1 mat
Business Response
Date: 12/30/2024
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: 12/30/2024

Complaint: 22740954

I am rejecting this response because:
My wife opened the package and threw away packaging papers so I guess I am screwed. I have no way to get it back
Sincerely,

*** ******
Business Response
Date: 01/03/2025
To help us resolve this matter promptly, we kindly request that you provide a photo of the items received. This information will enable us to conduct a comprehensive review of your order and determine the appropriate course of action. Our team looks forward to your response so that we can work toward resolving this matter to your satisfaction.
Initial Complaint
Date:12/27/2024
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.
Ordered on 12/15/24 with delivery before Christmas. I have not received my mats. If I track it states waiting on label since 12/***** card has already been charged for this ********** get my order.
Business Response
Date: 12/30/2024
We're sorry to hear that you did not receive 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:12/20/2024
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.
November ******* Order number a269755cf0 I did not receive the 35x60 mat that I ordered and have received the run around trying to get the mat sent to me. I first needed to send the shipping label from the box. Now they want more images of the upcs from each item received as well as the packing slip. After sending the first request I unpackaged and used the mats I did receive and didnt keep the packing slip. But still I cant get the mat that I paid for and did not get
Business Response
Date: 12/23/2024
We sincerely apologize for the inconvenience caused by the missing item in your order and regret that you had to experience this.

We are pleased to inform you that the reshipment for the missing item XL Grey Muddy Mat 35x60 has been successfully processed. The estimated delivery timeframe is within 10 business days. Once the tracking number is generated, we will send it to you via email so you can monitor the progress of your shipment in real time.

Should you have any further questions or need assistance, please dont hesitate to reach out. Thank you for your understanding and patience as we work to resolve this matter.
Initial Complaint
Date:02/26/2024
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.
My product fell apart after first wash. They issued me a $100 gift card but was not prompted to enter code when purchasing and they charged my PayPal the entire amount.
Business Response
Date: 02/27/2024
We extend our sincere apologies for the inconvenience you encountered regarding the use of the gift card for your purchase. To address this matter, we propose offering you a 50% discount on the item price of your purchase instead, alongside the cancellation of the gift card. We eagerly await your response and remain committed to resolving this matter to your satisfaction.
Customer Answer
Date: 02/27/2024

Complaint: 21350990

I am rejecting this response because: the purchase was supposed to be covered by a $100 gift card

Sincerely,

*****************
Business Response
Date: 03/05/2024
We sincerely apologize for the troubles and frustration you experienced. Your feedback is crucial to us as it allows us to address any issues and improve our services. Upon careful review of your order, we noticed that a dispute was filed through PayPal.
Please note that if a refund is issued due to the dispute, it will always be processed back to the original payment method used to purchase the order. We hope this information is helpful. If you have any further questions, please don't hesitate to reach out.
Customer Answer
Date: 03/05/2024

Complaint: 21350990

I am rejecting this response because I requested a refund to my PayPal account rather they are sending me a replacement rug AND still processing this order that I cancelled. I do not need two rugs I just needed one rug that did not fray after one wash. I am agreeable to them sending the refund back to PayPal that would make me happy!

Sincerely,

*****************
Initial Complaint
Date:02/10/2024
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.
Purchased rugs from Muddy Mat on Dec 16, 2023. I received tracking on the order and then the tracking stopped. I have emailed the company many times regarding this order. I asked for refund. I asked for a new order to be shipped out. They keep telling me to wait ***** hours and I would receive a new tracking number. This has been several emails saying this. Then a tracking number came after several more emails. That tracking number stated there was a package awaiting pickup on Jan 9, ****. That never went anywhere. I emailed them and they stated it would move in ***** hours. The tracking did not move. I emailed several more times. Finally they said they were out of stock of one of the rugs I ordered. I asked for a different color. They finally reordered and I have yet to get tracking on the reorder. This is unacceptable business practice!
Business Response
Date: 02/12/2024
We're sorry that you haven't received your order yet.. We apologize that you have to deal with this. After a careful review of your order details, we can confirm that the new order created on 2/9/2024 has been processed for shipment and on schedule. Typically, our estimated delivery timeframe is around 10 business days. However, we understand that unforeseen delays can sometimes occur during the shipping process. Please rest assured that we are actively working to ensure your order reaches you within the shortest possible time. Your patience and understanding are greatly appreciated in this matter. If you have any further questions or need additional assistance, please don't hesitate to contact us. Your satisfaction is our top priority, and we are dedicated to achieving a positive resolution.
Initial Complaint
Date:01/31/2024
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 no longer want the items purchased, I have asked if I can refuse the package and how to return. Instead of giving me a straight answer and stalling, they keep asking me if I will keep the items for a gift card or for a discounted price. At this point I am so irritated I just want the items gone and no longer want. I have told them 7 times I want to return the items and if I can just refuse the package. And the stone wall me saying we are sorry to hear but if you would reconsider. I dont want to reconsider. I want my money back.
Business Response
Date: 01/31/2024
We understand your request for a refund for your order, and we genuinely apologize for any inconvenience you may have experienced. To assist you promptly, could you kindly provide the order number associated with your purchase? This information will enable us to efficiently locate the order. Your cooperation is highly valued, and we eagerly await your response. If you have any additional concerns or queries, please feel free to communicate them, as we are here to assist you. Thank you for your understanding and prompt attention to this matter.
Customer Answer
Date: 02/01/2024

The order number that muddy *** is requesting is 57C40ACE33

Sincerely,

*********************
Business Response
Date: 02/07/2024
We acknowledge your request for a refund in returning the order. We would like to inform you that the refund has been processed. The refunded amount has been successfully credited back to the original payment method used for the order. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe.

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Muddy Mat is NOT a BBB Accredited Business.