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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:01/11/2024

      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 a MuddyMat directly from their website on 12/15/23. By the end of December, I still hadnt received my purchase and I contacted them by email twice. I finally received a tracking number which provided no ETA. On 1/4/24 I still had not received my purchase and I emailed them asking to cancel my order. They responded by offering me a % discount on my order. I emailed them back saying no and asking to cancel. This went on about 5 times. I found another email address for them and the person I wrote to said I cannot cancel an order once its been shipped. Then I filed a complaint through PayPal. There were 2 charges on my account from **********************. One was for $8.46 and one was for $95.35. The $8.47 was immediately refunded, which I assume means it was under PayPals threshold for dealing with. The $95.35 transaction prompted a message back to me that MuddyMat has been contacted and will get back to me. I did receive an email with an offer of 50% off and I told them again I wanted a refund/cancellation of order and I got the same story about the order already being shipped. Then another email came that said my package was relabeled (to assist with shipping I assume). I asked at least twice for the new tracking number and never received it. By 1/11/24 I still hadnt received it, so I called them. The first operator told me they relabeled it in the warehouse. At which point I pointed out that they lied to me about having already shipped it being why they wouldnt cancel my order. He then put me on hold and the line disconnected. I called back and the person I talked to processed my refund. Now I have my money back, no mat, and have wasted lots of money energy!

      Business Response

      Date: 01/17/2024

      We sincerely acknowledge and regret any inconvenience you've encountered regarding the delivery of your order. Could you please provide the order number so we can locate your order. We look forward to hearing back from you soon. We look forward to hearing back from you soon.

    • Initial Complaint

      Date:12/31/2023

      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.
      I ordered all of these rugs on 12/16/23 - I think it was WAY before that, but thats when they took money out of my account. Estimated delivery was 12/24. Here we are on 12/31, so I check the shipping and it says Stop and return request received. Ummmm, no. I went to the shipping chat who sent me a link. The next page wanted me to enter my credit card information. While I should have checked BBB before I ordered, and I usually do, Im NOT an idiot. I contacted this pathetic company and they blamed Amazon. Im not sure what Amazon has to do with this, but okay. He put me on hold after claiming a few people called with the same issue today. After he kicked back relaxing in his chair/bed/couch, he came back on the phone and claimed someone would email me later. I dont even want them anymore. Im havent read the complaints yet, but Im sure theyre all the same. The worst thing was the fact that I received several emails from ***** which I attached in the photos and a text message scam from ***** Im certain thousands of people have been ripped off. Not the girl. Ill fight until then end. ????

      Business Response

      Date: 01/17/2024

      We would like to inform you that your request order has been refunded accordingly. The refunded amount has been successfully credited back to the original payment method used for the order.

      We understand the importance of a smooth shopping experience, and we sincerely apologize for any inconvenience this situation may have caused. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you.


    • Initial Complaint

      Date:11/14/2023

      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.
      I ordered a muddy and a sham towel on Oct 20th, which was confirmed and said to have shipped on Oct 24th. The tracking information never showed any updates. After writing to confirm the order customer service said to wait 3-5 business days, which I did. No updates to tracking, no delivery. I wrote again, they again said to wait 3-5 business days and "escalated" the issue. I again waited and no update to the tracking information. They have refused to do any refund as requested and keep pushing me off to wait and no resolution.

      Business Response

      Date: 11/14/2023

      Thank you for reaching out to us regarding the delivery of your order. We are here to assist you in resolving this matter and provide you with the necessary information, but we couldn't locate your order with the details provided. Could you please share your order number for us to review and update you on the status? We look forward to hearing back from you soon.

    • Initial Complaint

      Date:10/11/2023

      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.
      On 9/15/23, I purchased a Muddy Mat from a ******** advertisement, along with a set of non-slip rug pads. Two transactions, $74.85 and $20.27. My dogs ripped up this so-called dog mat in no time. I called and was offered a $100 credit, which i accepted, but only certain products can be purchased with that credit, according to what I saw when I clicked on the link they sent. I called back, talked to customer service and received an email. They thought the rug was damaged when I received it. I texted back to say there was a misunderstanding and explained the situation. No answer since that. I just want them to give me a full refund.

      Business Response

      Date: 10/11/2023

      We're sorry to hear that you're having trouble reaching us. We sincerely apologize for the inconvenience. We understand that you want a refund for your order, However, the damaged was due to an act that is not the direct result of a manufacturing defect or failure. As a one time courtesy, we can process a one time replacement for your Large Grey Muddy Mat. Please let us know if you would like us to process this for you. We look forward to hearing back from you soon.

      Customer Answer

      Date: 10/13/2023

       
      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:06/15/2023

      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 4 muddy mats 12/11/2022 from this company for *****. I contacted them multiple times because the order was not even shipped out until 2/4/2023. Since then I have tracked the package, which has never given me any information. Until recently when it showed "No information about your package. We've checked all relevant couriers for ************************. If the country is not correct, please select the destination country below" I contacted Muddy Mat and I was told there was nothing they could/would do since it was out of their 60 day return policy. The item wasn't even shipped for almost 60 days after ordering it. I am feel that I was cheated out of this money, and the entire thing was a scam.

      Business Response

      Date: 06/26/2023

      We're sorry to hear that you did not receive your order. We sincerely apologize that you have to deal with this. Unfortunately, we have exceeded the time limit to process a refund on your order. To assist you further, we kindly request that you provide us with your PayPal account information so that we can proceed with the refund process accordingly. Once we receive the necessary details, we will promptly initiate the refund to your PayPal account. If you have any additional questions or require further assistance, please feel free to let us know.

    • Initial Complaint

      Date:01/31/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 my muddy mat over a month ago on 12/30. I have made multiple calls, 26 minutes on hold to get put to a voicemail. Not a single response via phone. 3 emails and only one was responded to 10 days later with "I know you wish to know the order status of the above order number. We are thankful for your business. I'm here to help you.Our warehouse makes sure to fulfill orders within ***** hours to give our partner couriers enough time to deliver our orders within our promised timeframe. Probably, due to the high volume of orders received, our system is getting backed up in updating some orders with the Tracking Numbers as of recent.Our fulfillment team monitors shipments regularly and will work towards making sure to update all the Tracking Numbers as soon as possible. You shall receive a separate email with all your Fulfillment and Tracking Information. We will also have our back-office team look into this."Where in any of that email does it give me any information on my order? They took my money on 12/30 but I still have no product and no information on why I do not have it.

    • Initial Complaint

      Date:01/27/2023

      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.
      On 11/24/22 I ordered 2 large muddy mats which cam to179.90. They offered a free shammy with it. They immediately took out of my charge ****** charging me for things I did not order. I have sent them several emails and they continue to send back an offer for a gift card for ******. I have yet to receive any product or a gift card. I told them I no longer wanted the rugs and wanted my money back. No reply. I have tried to call only to be put on hold both times once for w-min then 26 mins to be told they were closed. Both times I called it was during normal business hours. I really believe this business is a scam.

      Business Response

      Date: 01/30/2023

      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. We have already issued a full refund for this order. Please see the attached invoice for your reference. Should you need anything else, please do not hesitate to reach out.
      See Attachment/File: ********************* - Order 431805B3CA - Invoice.jpg

    • Initial Complaint

      Date:01/25/2023

      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 purchased a muddy mat in December 12 2022 bought this thru*********. I was charged on my bank statement on this date for $42.65 and did receive a confirmation.

      As of today. January 25 2023 I have not received product. I see many people have this same issue with this company. I have not received a reply from this company . Could you advise me as to what to do for refund.
      ************ ***************************************

      Business Response

      Date: 02/02/2023

      Business Response /* (1000, 5, 2023/01/30) */
      We sincerely apologize that you did not receive your order as promptly as you expected. We experienced an unusual large number of orders which disrupted the normal delivery time frame. There was also an error in our fulfillment system that added to the delay. 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.

    • Initial Complaint

      Date:01/24/2023

      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.
      Ordered the bundle of four mats and grippers on 12/31/22 (Order #**********). Received a confirmation email and my credit card was charged. Called on 1/19/23 to check on the status of my order, as I paid for 3-5 day shipping. I was told the holidays caused a delay and mats would be shipped in February. I was also issued a $100 gift card for the inconvenience. I made a second purchase with the gift card and today that order was cancelled, which I did not initiate, and the gift card was not refunded. The order number for this gift card order was #****, which is very different from the order number when my credit card was billed. I have sent two emails with no response and only got through on the phone one time. At this point I feel as though I am never going to receive my mats and would just like my money back. I also feel like the gift card was just a ploy to placate me for a little longer because of the dissimilar order number and unprompted cancellation five days later.

      Business Response

      Date: 02/02/2023

      Business Response /* (1000, 5, 2023/01/30) */
      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. We have already issued 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.


      Consumer Response /* (2000, 7, 2023/02/01) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      A full refund was issued.

    • Initial Complaint

      Date:01/24/2023

      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 purchased 2 Muddy Mats from the company on December 30, 2022, order number C012C8BF20. I emailed the company on January 14, 2023, asking for an order status/ tracking number. I have not received any email or phone response. Their website states that they can be reached from 8am to 8pm. I attempted to call today, Jan. 24, and was on hold for 10 minutes and no one picked up. Currently their website is advertising "Order in the next 10 minutes and get it delivered by January 29th!"This has to be a false claim because I ordered nearly a month ago and have not received the product.I want the business to give me a realistic delivery date. If they do not contact me and provide an update by 1/26/2023, then I want a refund.

      Business Response

      Date: 01/30/2023

      We sincerely apologize that you did not receive your order as promptly as you expected. We experienced an unusual large number of orders which disrupted the normal delivery time frame. There was also an error in our fulfillment system that added to the delay. 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 can reach our ********************** at ************. Our customer service team will be available to assist you.
      See Attachment/File: ******************************* - Order C012C8BF20 - Invoice

      Customer Answer

      Date: 02/03/2023

       
      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,

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

    Muddy Mat is NOT a BBB Accredited Business.

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