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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:01/24/2023

      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,

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

    • Initial Complaint

      Date:01/24/2023

      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 have ordered some muddy mats on 1/5, I have tried several times to contact them twice today 1/24 and was on hold for over an hour each time and no response. I have not received shipping info on the two orders. one for ***** one for ***** a total of ****** I have emailed the company and got a form letter back. The company is not responsive to my concerns, as I figured the order was delayed or something but I am now thinking differently. I feel they are not going to fill my order and I wish to cancel my order and get 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.
      See Attachment/File: ***************************** - Order 34EF87CB31 - Postage

    • Initial Complaint

      Date:01/23/2023

      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 purchased a muddy mat 12/19/2022 the funds were taken from my account $65.87 and never received the product.

      Business Response

      Date: 01/26/2023

      We 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 on January 23, 2023. 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: ********************************************************************************
      See Attachment/File: ******************* - Order D5D4132D12 - Postage

    • Initial Complaint

      Date:01/23/2023

      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 placed an order with Muddy Mats on 12/06/22. I have called and emailed multiple times since mid-December for an update. I keep getting emails telling me that shipping will be updated within 24 to 48 hours. I'm requesting the order be cancelled and money refunded promptly, as I've requested in the last few emails. I'm convinced this company is a total rip-off, and question if they even have the product available.

      Business Response

      Date: 01/26/2023

      We 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 on January 23, 2023. 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: *************************************************************************************************************
      See Attachment/File: *************************** - Order 20F5C89321 - Postage

    • Initial Complaint

      Date:01/23/2023

      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 place an order for 4 muddy mats on 1/2/23 I recieved an email that day from them. Today is 1/23/23 and I still haven't received my order. I was charged $79.80 on 1/3/23. I've tried to email customer service but email address is invalid. I've also tried to call but have been on hold for 20+ minutes and still no live person. I just want a refund.

      Business Response

      Date: 02/01/2023

      Business Response /* (1000, 5, 2023/01/26) */
      We 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 is currently in transit. We would like you to consider keeping your items instead and we will give you a 40% discount on the item price to be refunded back to the original payment method used for the order, just to make it right for you. We'd greatly appreciate it if you'd consider this offer. We look forward to hearing back from you soon.


      Consumer Response /* (2000, 7, 2023/01/31) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I finely received the mats yesterday 1/30/23. I will except your offer since they did come. However it would have been nice to know before purchasing that it could take almost a month for delivery. You also need to update your phone number and email so people cab actually contact you vs going through the BBB.

    • Initial Complaint

      Date:01/23/2023

      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 3 rugs, 3 sets of rug grippers from this business 1/2/2023. Shipping charge was quoted as $7.90. Cost of merchandise was $98.73. Total amount charged to my card was $118.46. No explanation of additional cost. I sent multiple messages and emails asking for explanation and shlpping information. No response. Investigation showed this vendor has had many similar complaints.

      Business Response

      Date: 01/26/2023

      We apologize that you did not receive your order as promptly as you expected. 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.
      See Attachment/File: ********************************* - Order EAB869D5A2 - Invoice.jpg

    • Initial Complaint

      Date:01/23/2023

      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 ordered four Muddy Mats and the non-slip floor products on December 9, 2022. I first contacted the company on January 2, 2023 asking about the shipping tracking number for order #**********. I sent a 2nd inquiry on 1/5/23 to cancel my order and refund my money, I received the first response on 1/8/23. No offer to cancel and refund. Excuses about too many orders and backed up warehouse., usually fulfill orders in 24-48 hours, I'll receive the shipping information in a couple of days. I did not.

      On 1/20/23 I asked for a refund of $263.18 (mats) and $57.96 (non slip product that was supposed to be free with my order of 4 mats). Their response on 1/21/23, a $100 gift card that could only be used on their product (at this point, still haven't received my FIRST order). Again I asked for a full refund on 1/21/23.
      On 1/23/23, they offered me a 30% discount if I'd keep the product I never received.
      So after having ordered over 6 weeks ago, never receiving my order, sending them proof of payment through my PayPal account, and 14 emails, their final response is a 30% discount off my order for products I never received.

      I'd like a total refund. I don't even want the products anymore.

      Business Response

      Date: 02/01/2023

      Business Response /* (1000, 5, 2023/01/26) */
      We 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 is currently in transit. We would like you to consider keeping your items instead and we will give you a 40% discount on the item price to be refunded back to the original payment method used for the order, just to make it right for you. We'd greatly appreciate it if you'd consider this one-time offer. We look forward to hearing back from you soon.


      Consumer Response /* (3000, 7, 2023/02/01) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I received text notification from ****** that my money was to be refunded, and would post to my account on or before January 31, 2023. As of this morning, I have not received the funds.

      I want my money back. No discount, etc. I canceled the order. And I have emails from Muddy Mat telling me they refunded my money. I don't want the mats at this point. Very frustrating.


      Consumer Response /* (2000, 9, 2023/02/01) */
      ***Document Attached***
      Disregard prior response earlier today. My refund did arrive and was forwarded to my bank.

    • Initial Complaint

      Date:01/21/2023

      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 placed an order on January 2, 2023 for 2 mats and grippers. I was immediately charged two transactions of $65.74 and $21.85. I have not received my items and I have tried to cancel my order by both calling and emailing the contact information for the company has on file. The email was kicked back as invalid and the phone number was also not valid. My order number is************ I want a full refund for both transactions and my order canceled immediately. Thank you.

      Business Response

      Date: 02/01/2023

      Business Response /* (1000, 5, 2023/01/26) */
      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.


      Consumer Response /* (2000, 7, 2023/01/31) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They fully refunded my purchase and I am satisfied with the outcome. Thank you.

    • Initial Complaint

      Date:01/21/2023

      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 ordered one muddy mat ($39.945) along with an add ($19.94) on December 12 2022 order number ********** but did not receive a confirmation email and have not received any other information about my order. I've contacted customer service twice via email and received the similar response both times. Both saying they are looking into the issue but no updates on when I will actually receive the product. There is no other way to track my order and they did not respond to my request for a refund.

      Business Response

      Date: 01/31/2023

      Business Response /* (1000, 5, 2023/01/26) */
      We 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 on January 23, 2023. 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: ********************************************************************************


      Consumer Response /* (2000, 7, 2023/01/30) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I received the products and the confirmation email and shipping emails were sent after they arrived.

    • Initial Complaint

      Date:01/19/2023

      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 placed 2 orders for these mats, January 1st and January 6th and paid immediately. I have emailed, no response. I called and was told it would be escalated and I should receive shipping information, nothing. I have called and sat on hold and just want my money back. When I placed these orders the receipt date was listed as LAST WEEK and I haven't received anything. Now I see all these same exact complaints, I want my money back.

      Business Response

      Date: 01/30/2023

      Business Response /* (1000, 5, 2023/01/26) */
      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.


      Consumer Response /* (2000, 7, 2023/01/27) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Refund was issued and received.

    Muddy Mat is NOT a BBB Accredited Business.

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