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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:12/23/2022

      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 muddy mats on December 8, 2022. I payed through ******. The money was immediately taken out of my account. Today is December 23, 2022 and I still have NOT received my rugs. I sent an email request through their link for additional information on my order on December 21, 2022 and have not received a response. I am currently on hold with their customer service line and have not had anyone answer the phone yet and it has been 15 minutes. If they are not going to send me my merchandise, I would like a full refund. Also, they charged the shipping separately and charged me sales tax on top of the shipping. I didn't think shipping was a taxable item.

      Business Response

      Date: 01/05/2023

      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.


      Consumer Response /* (2000, 7, 2023/01/05) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      They have already processed my refund.

    • Initial Complaint

      Date:12/22/2022

      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 ordered a muddy mat on Dec.10th $63.16 was charged and taken from my account. I received a message that it will be on its way. No mat yet won't answer any of my e-mails or phone calls. I would like my money back!

      Business Response

      Date: 01/19/2023

      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.

    • Initial Complaint

      Date:12/22/2022

      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.
      Wife ordered 2 matts from here two weeks ago. They claim to ship orders within 24-48 hours. We still have no tracking information, no one answers the phone there. Finally got an email response that basically says order has not shipped, these were Christmas gifts. Guess I should have read the *** reviews before ordering from this company as this looks like common practice for them.

      Business Response

      Date: 01/19/2023

      Business Response /* (1000, 5, 2023/01/02) */
      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. We have tried looking for your order using your name and email address but we were unable to find the order. Can you please provide an order number? We look forward to hearing back from you soon.

    • Initial Complaint

      Date:12/22/2022

      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 paid $120 for 3 mats from muddy mat over a month ago and have received NOTHING. Not a shipping label, anything. In addition I have reached out via phone and email several times and asked to leave a message with zero contact back. I am furious, this whole business is a fraud and all I want at this point is my money back so I can buy elsewhere. They took my money out the very next day but cannot seem to provide the product for anything. This was supposed to be a Christmas gift, purchased in November. It's now 3 days till Christmas and haven't received a single word. Terrible customer service to top it off. I want a full refund

      Business Response

      Date: 01/09/2023

      Business Response /* (1000, 5, 2023/01/02) */
      We're sorry to hear that you did not receive your order. We apologize that you have to deal with this. Upon carefully checking the status of your order, it shows that the package got lost while in transit. We have processed a full refund for your order. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2023/01/06) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      I received a full refund from the company so I am very satisfied with the result. Thank you for reaching out and helping me with this matter.

    • Initial Complaint

      Date:12/21/2022

      Type:Billing 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 an order with Muddy Mat on 12/15 but during check-out they advertised the discounted price of $1.99 for 2 of an add-on item and I accepted. Only to discover that it charged an additional $15. I didn't like their business practices and decided to cancel my order immediately. I emailed their customer service on 12/15 with my order number stating I wanted to cancel and to get a full refund. I was already concerned that this business was shady so I decided to file a dispute of the charges with my CC company. Muddy Mat didn't contact me until 12/20 and like others said it was a bot email trying to get me to keep my order. I replied I wanted to continue cancelling my order and get a full refund. The next day 12/21 I get an email saying my order has shipped with a tracking number. I don't want to deal with the hassle of returning a package/product so I emailed again to tell them I didn't want the order to cancel it and give me a full refund. Now I'm here because I'm not waiting another week for their answer.

      Business Response

      Date: 01/19/2023

      Business Response /* (1000, 5, 2023/01/02) */
      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. Upon checking the status of your order, we can see that it is currently in transit. We have already processed 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. Thank you.

    • Initial Complaint

      Date:12/20/2022

      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 ordered a Muddy Mat on 12/14/22 and received an email that I purchased the mat and it was deducted from my checking account. However, no shipping information was sent. I have called 3 times but no one answers and no one has returned my call when I left messages. I also emailed them 3 times and it comes back undelivered even though I use the email they gave. I want to know when they will ship my item or give me a full refund immediately. Thank you

      Business Response

      Date: 01/19/2023

      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.

    • Initial Complaint

      Date:12/20/2022

      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 ordered from this company and spent $90 on 12/1/22. I have yet to receive any communication about tracking information or when i can expect to receive my order. I have emailed, and the customer service email provided in their order confirmation email bounces - Mail Delivery "address not found" error.

      Seems like a scam, and now I'm out $90. I just want the products or a refund!

      Business Response

      Date: 01/19/2023

      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 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:12/20/2022

      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 a rug on 12/9/22 totaling $94.61. I paid using******* and money was immediately removed from my account. I received a confirmation email but no follow up shipping info or tracking number. I have called customer service 7 times and been on hold without any response for 10-20minutes each time. I left a message to return my call 12/19/22 and also emailed customer service 12/19/22 with no response. The website states orders are received typically within 10 days. The website also gives glowing reviews and claims customer service available anytime which is not the case.

      Business Response

      Date: 01/05/2023

      Consumer Response /* (-5, 5, 2022/12/23) */
      I have requested a refund from business and have confirmation email that refund is pending. It also shows pending through ******. The representative stated they were out of stock and one warehouse and obtaining from different warehouse. Due to hassle and delays I requested refund and cancellation of order.


      Business Response /* (1000, 6, 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.


      Consumer Response /* (2000, 8, 2023/01/04) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    • Initial Complaint

      Date:12/18/2022

      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.
      **********
      Shipping Address:********************************************

      Order date: 12/10/2022 10:33am

      Items in Order:

      Name Qty Price
      Muddy Mat - SH 4 $79.80
      *** Mail Innovations - SH 1 $6.99

      Total:

      Sub Total: $86.79
      Shipping: ---
      Grand Total: $91.39

      Attempted to contact via email on website and email returned. Never received tracking information or the product. Concerned about being scammed and would like a refund.

      Business Response

      Date: 01/13/2023

      Business Response /* (1000, 5, 2022/12/26) */
      We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. 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: ************************************************************************************

    • Initial Complaint

      Date:12/16/2022

      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.
      On Dec 14 I ordered 2 Muddy Matts and the money was immediately taken from my account. I have tried to call and send emails as to the status of my purchase, and have not received an answer from either. I would like to have this money refunded if they are not going to deliver the product.

      Business Response

      Date: 12/22/2022

      Business Response /* (1000, 5, 2022/12/19) */
      We apologize that you did not receive your order as promptly as you expected. We understand that you want a refund for your order. We have canceled the order and we have issued a full refund for all transaction. Should you need anything else, please do not hesitate to reach out. Thank you.


      Consumer Response /* (2000, 7, 2022/12/22) */
      (The consumer indicated he/she ACCEPTED the response from the business.)

    Muddy Mat is NOT a BBB Accredited Business.

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