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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:01/09/2023

      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 3 mats on 12/21/2022 and money was taken from my account on 12/22/2022, $74.85 + $7.99 for shipping. I have emailed company several times and they always apologize and state that orders are fulfilled within 24-48 hours and that they will escalate my order and I should receive an email with shipping information with 24-48 hours. Today is 01/09/2023 and I have not received an email with shipping information and I have not received the mats. I have also tried to call them and the wait time is horrible! At this point, I would like to cancel my order and receive a full refund. Thank you.

      Business Response

      Date: 01/18/2023

      Consumer Response /* (2000, 6, 2023/01/13) */
      Company has issued a full refund. Thank you.

    • Initial Complaint

      Date:01/08/2023

      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.
      I just finished ordering from this company......then my******* total came up and it was incorrect. I emailed them, only to have all emails returned. I called, no one ever answered Customer Service. I do not wish to receive anything from this company. I want a FULL REFUND of $46.20 if they have charged my credit card. If not, then I want nothing from them.

      Business Response

      Date: 01/26/2023

      Business Response /* (1000, 5, 2023/01/19) */
      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. We have already canceled the order and processed a full refund. Should you need anything else, please do not hesitate to reach out. Thank you.

    • Initial Complaint

      Date:01/06/2023

      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 totaling $166.85 on 12/13/22 and still have not received the products. The business has not provided any valid email for follow up inquiry and I have been unable to reach any representative by phone. I demand a full refund before 1/13/22 or I will be compelled to enforce my legal rights and remedies for fraud through litigation.

      Business Response

      Date: 01/25/2023

      Business Response /* (1000, 5, 2023/01/19) */
      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. We have already canceled the order and processed a full refund via PayPal. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:01/06/2023

      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.
      On December 18, 2022 I intended to order one mat, unintentionally due to a manipulative website I order 4 matts and additional accessories i didn't want. Two orders totally $157.34. I didn't receive any receipt for the orders, no transaction numbers, or any confirmation of what I ordered. I immediately tried to cancel through the email address listed and*******. They've stopped replying to me, i have not recieved any products or any refunds.******** also not replying or helping in any way. I have emailed muddy matt 4 times and called twice, remaining on hold for over 30 minutes each time and no one answers.

      Business Response

      Date: 01/31/2023

      Business Response /* (1000, 5, 2023/01/19) */
      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. We have already canceled the order and processed a full refund. Should you need anything else, please do not hesitate to reach out. Thank you.

    • Initial Complaint

      Date:01/05/2023

      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 two mats from Muddy Mat, which should have been delivered on 12/27/2022, but was not. I have attempted to reach out to the customer service email provided in the confirmation email, but the email is bounced back as undeliverable. The order number is **********

      Business Response

      Date: 01/31/2023

      Business Response /* (1000, 5, 2023/01/19) */
      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. Please see the attached proof of shipment and postage of your order for reference. You may also refer to this tracking link: ********************************************************************************

    • Initial Complaint

      Date:01/05/2023

      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.
      Placed an order on Dec. 14, 2022. Order number: Order Number: ***********
      I noticed an error on my address. I called their customer service number and was not able to connect to a live agent.

      I sent an email:
      On Friday, December 30, 2022 at 09:00:23 AM EST, ************************************* wrote:


      I noticed the address on my order is wrong. My address is ************************************ Can I get a status update? I've tried calling a few times but haven't been able to connect with customer service.

      ----- Forwarded Message -----
      From:******************************************
      To: *************************************************
      Sent: Wednesday, December 14, 2022 at 02:50:41 AM EST
      Subject: Here's Your Payment Overview for Your Order
      _______________
      **No response**

      I left a post on their ******** page and no response.

      I sent another email this morning (January 5th, 2023.)

      My account was charged $42.75. At this point, I'd like a refund.

      Business Response

      Date: 01/20/2023

      Business Response /* (1000, 5, 2023/01/19) */
      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. We have already canceled the order and processed a full refund. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/19) */
      I received a refund. Thank you for your assistance without your intervention I do not believe this would have been resolved. Thank you!!

    • Initial Complaint

      Date:01/04/2023

      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 12.12 for a muddy mat as a Christmas present to my mother and never received it, even though $39.95 was immediately taken out of my bank account. I have tried to call customer service several times, email the company and haven't received anything.

      Business Response

      Date: 01/23/2023

      Business Response /* (1000, 5, 2023/01/19) */
      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. We have already canceled the order and processed a full refund. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/20) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Thank you for the refund I understand these Things happen. I wish your company was better at communicating though.

    • Initial Complaint

      Date:12/31/2022

      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.
      Today, I attempted to order 1 muddy mat at $39.95 ad the grippers for $1.99. That's all I wanted to order. Also, shipping and handling would've been about$6.99. The company kept trying to upsell. I did not want anything other than the above mentioned. When the site took me to the order summary page it said I was being charged appropriately $83. This order page disappeared so fast, I did not have time to review or edit, and the order was placed. I've emailed the company and sat on hold for customer service for over a half hour. I paid with a visa gift card, so I decided to check transactions to see if the order went through, as I did not receive an order confirmation that was to be sent per the companies website. When checking the balance on my card, it showed 2 different amounts pending from muddymats, one for $47.94 and another for $52.67. Sadly, I can't get ahold of anyone from this company, and based on other comments/reviews I've seen, I feel like this company has scammed me out of over $100. Very frustrated and angry.

      Business Response

      Date: 01/30/2023

      Business Response /* (1000, 5, 2023/01/12) */
      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. We have already canceled the order and processed a full refund for your order. Should you need anything else, please do not hesitate to reach out. Thank you.

    • Initial Complaint

      Date:12/28/2022

      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.
      Date of transaction: 12/12/2022
      Order #: **********
      Amount paid: &59.89
      Purchased: muddy mat + rug grippers
      Shipping: ground (3-5 days)
      Received an email confirmation immediately after purchase, haven't received any response since. I have emailed them twice and left 3 messages on the customer service phone number after waiting 45 minutes each time.

      Business Response

      Date: 01/23/2023

      Business Response /* (1000, 5, 2023/01/10) */
      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. We have already issued a full refund for your order. Please see the attached invoice for your reference. Should you need anything else, please do not hesitate to reach out.

    • Initial Complaint

      Date:12/23/2022

      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 and a pack of 4 rug grippers on 12/7/22 I got the email that order was confirmed, $84.79 was immediately taken out of my account but I have gotten no follow up emails about shipping or delivery. I've tried calling and have been disconnected I've tried emailing and the emails have not gone through due to an invalid email. At this point I just want a refund since it was a Christmas present and now I know this company is just ripping people off.

      Business Response

      Date: 01/18/2023

      Business Response /* (1000, 5, 2023/01/02) */
      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. We have canceled the order and processed a full refund. Should you need anything else, please do not hesitate to reach out. Thank you.

    Muddy Mat is NOT a BBB Accredited Business.

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