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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:01/19/2023

      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.

    • Initial Complaint

      Date:01/18/2023

      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 purchased online from Muddy Mat on 1/6/23. It said my order would deliver on or before 1/13/23. They had a series of screens to pop up and in the end, you CANNOT review your order. I couldn't even tell 8 rug grippers had been added to my order until they sent me an email showing I was charged. I also paid for *** shipping at $7.99 but they don't tell you that is on top of another shipping charge of $3.99. I tried to cancel my order- states on their site you can cancel if it hasn't been shipped. They just ignore all email requests and you can never get anyone on the phone. This business is a scam. They finally shipped my order days after I tried to cancel (or so they say) and it was via ***** I will also be reporting them to my credit card company as a scam.

      Business Response

      Date: 01/26/2023

      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. Our system recognizes the order after you click the website's "Complete purchase" button. The Billing and Shipping Information can only be encoded into our system from the customer's end. 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 B42F2D555B - Postage

    • Initial Complaint

      Date:01/18/2023

      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 2 muddy mats over a week ago and the charge was instantly on my credit card and got the confirmation email. I have emailed and called customer support trying to get an update on the order and have not received an answer via phone or email. When I ordered the mats, it said it should be delivered in **** days and guessing that won't happen after reading other complaints.

      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 is currently in transit. We always look at approximately 10 business days for the successful delivery of orders. 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 AAB1DE3307 - Postage

    • Initial Complaint

      Date:01/17/2023

      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.
      Ordered 2 mats and grip accessories for the mats on Dec 30, 2022. Discover Credit card was charged the same day and received email of the Payment Overview of the order same day. Never received email regarding shipping or even order confirmation. Emailed the listed customer service email on the Payment Overview email on January 9, 2022, no response. Called the **************** number on January 13, 2022. Was on hold for over 10 mins of the 16 minute call. Rep that answered only requested email address associated with the order even when I told him I could give the specific order number when I asked for status of the order. Rep indicated that he would send my request to the fulfillment area to ensure tracking information was sent to my email. Rep then asked to verify the email address. No further communication has been received regarding the order.

      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 21, 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 689B9A2EFA - Postage

    • Initial Complaint

      Date:01/17/2023

      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 from this company and I immediately got an email with an incorrect delivery address and incorrect order even though it was entered correctly. I have called three times, each time has been at least a half an hour and they have said they updated the address but have not received any additional information. To correct their system to correct my order they were supposed to refund a portion of the original order. I was not refund and was still charged for that amount. They are also charging twice for shipping. I would like a full refund.

      Business Response

      Date: 01/26/2023

      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 0E582CFE02 - Invoice.jpg

    • Initial Complaint

      Date:01/17/2023

      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.
      Placed order on Dec 30th paid for airmail delivery. Never received any of the items I ordered! Try to email them and tried calling several times! I just want what I paid for! Not happy at all with these people! They have a la address and a ******* phone number!

      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 is currently in transit. We always look at approximately 10 business days for the successful delivery of orders. 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 B786643D6D - Postage

    • Initial Complaint

      Date:01/17/2023

      Type:Customer Service 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 for a Muddy Mat through my phone back in November 2022. My intent was to purchase 1 Muddy Mat to try. A 2nd was offered at a discount, and I decided to purchase the second one as well. I then got an offer, telling me that because of my purchase I was eligible to receive a free pair of Multi Purpose Gloves. So I did click to accept that offer. Next I was offered non-slip rug grips for $2. The offer did not state that it was per each grip, I assumed it was for a set. (Otherwise what good would one or two grips be???) Somehow a chenille Dog Towel also appeared on my order. I did not ask for it, it was not offered to me. The kicker in all of this is that there was, NO chance to REVIEW THE ***** before placing it - as most other websites do. I had no chance to review/modify my order for only those items I had intended to order. When all was said and done, I had purchased 2 additional items that I did not want, with no opportunity to make any changes - spending way more than intended. I also did not receive a confirmation email of my order. Spoke with someone in **************** the following day (this was November, I did not have their name down) but I was VERY unsatisfied with her response. She did nothing to address my concerns at all. I was very upset - as I really wanted to try the Muddy Mats. I did tell her that I would be returning the order if it did get delivered to me after all. The package did arrive just before Christmas. It is sitting in my office - No packing slip, no receipt. At this point I am so unbelievably disappointed in the **************** that my intent is to return the entire thing. I would expect that my money would be refunded and that I would be sent a return label at their cost - not mine. I did try to call again, got nowhere. Sent this summary via their email (as was what they suggested as the best way to get assistance) to **************** at ******************** one week ago and have yet to have gotten any response.

      Business Response

      Date: 01/26/2023

      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. We understand your concern, however, we do not shoulder the return shipping cost of parcels. Shipping costs are non-refundable (except for returns due to wrong items or lost parcels). If you are to receive a refund, the cost of the shipping fee will not be included in your refund. We hope for your understanding regarding this matter. Please see attached file of our return policy.
      See Attachment/File: ******************************* - Order 79E5631142 - Proof of shipment

    • Initial Complaint

      Date:01/16/2023

      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 2 Muddy Mats on 12/31/2022. 1 payment of $59.90 and another of $7.99 was taken. I have not heard anything from Muddy Mats about my order or any kind of shipping info. I have reached out numerous times and no one has responded.

      Customer Answer

      Date: 01/20/2023

      I also disputed the charges through PayPal. PayPal has refunded $59.90, but I am still out $7.99 that I paid to Muddy Mat.

      Business Response

      Date: 01/26/2023

      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 243EEDEFE8 - Invoice.jpg

    • Initial Complaint

      Date:01/16/2023

      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 muddy mat products on 1/1/23 and was sent an email confirming the order and saying I would receive an email with a tracking number.
      Order Number:**********
      I still have not received the tracking info or any other communication. I sent an email inquiring about it on January 11. I still have not received any response to my customer service email, so I emailed again on January 15 and had tried multiple times during business hours to reach via phone, staying on hold for crazy amounts of time with no response.
      I want my entire initial purchase amount back, as well as shipping and taxes refunded to my credit card.

      Business Response

      Date: 02/01/2023

      Business Response /* (1000, 5, 2023/01/26) */
      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 was delivered on January 25, 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: https://tools.usps.com/go/TrackConfirmAction?***********************************


      Consumer Response /* (2000, 7, 2023/01/31) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Order was finally delivered as stated by business.

    • Initial Complaint

      Date:01/15/2023

      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 for 4 mats on 12/14/2022 ,2 day shipping $101 total. Order#**********. A week later I called for an ETA, I was told they would be delivered the next week. They were not delivered the next week. I have called the customer service phone number several times and no one answers. It has now been a month and no rugs. I would like a full refund , they have charged my card but have yet to produce the product. If this is not resolved, I will be contacting the Attorney General. Thank you.

      Business Response

      Date: 01/27/2023

      Business Response /* (1000, 5, 2023/01/20) */
      We have already canceled the order and processed a full refund for this transaction. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/26) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Fair resolution

    Muddy Mat is NOT a BBB Accredited Business.

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