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Business Profile

Mats

Profect, LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair 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 purchased a mat from their company on Amazon approximately a year ago, mostly because of the promise of high quality ingredients and the fact that they have a lifetime warranty plastered not only on the equipment but all of their pages. I reached out to get my mat replaced because it's splitting apart from just yoga, which is low impact. I believe it is a manufacturing error vs normal wear and tear. I heard nothing for a week, asked Amazon to reach out on behalf of me. They got back to me after a week, and after some back and forth told me this was normal wear and tear, and that I would be ineligible for a replacement. They directed me to their lifetime warranty page, which contradicts all the advertising posted everywhere. On Amazon, their website and their equipment. Ideally the screen shots will support this. I just want my current mat replaced. If that's not an option, a refund on the fact that I'm not satisfied with the 'quality of materials' that they used and promised.

  • Initial Complaint

    Date:07/27/2023

    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.
    On July 13th I purchased a 9x6x1/4 mat. (ORDER #15664GM) Shortly after the purchase I received an email with order details and an app link to track my item. The app indicated that it can not track the item due to there not being a tracking number associated with my order. I’ve emailed [email protected] twice and submitted from a form on their website as an attempt to reach out. First email was last week and the latest two attempts were earlier this week. I have not received any replies. My mat is about to be 10 business days from the original shipped date without any reply or understanding of when to expect my purchase.

    Business Response

    Date: 07/28/2023

    Hi,

    We apologize as it looks like you have not received any of our responses.

    Unfortunately, there really were issues with shipping and we have not received the tracking number from USPS, we're thinking that its lost so we tried sending out another one yesterday but we have not received the tracking number from the carrier yet would you like us to cancel this and issue a refund instead?

    Please let us know so we can process the refund or continue sending the replacement.

    Sincerely,
    Z***
    Gorilla Mats

    Customer Answer

    Date: 07/28/2023



    I have reviewed the response made by the business in reference to complaint ID 20385512, and find that this resolution is satisfactory to me.

    Regards,

    C*** *****




















  • Initial Complaint

    Date:07/24/2023

    Type:Service or Repair 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 the premium extra large Gorilla mat & have had a similar experience as others. In less than a year, the mat is falling apart and showing extreme signs of wear with low impact barefoot Pilates and yoga exercises. This company claims they offer a lifetime warranty- but has not offered any type of resolution to multiple email attempts, and now they’ve gone cold. Perhaps if you’re the most patient person on earth and have the energy to endure the runaround from multiple email “reps”, you’ll have success. It’s laughable that they send the same auto reply to customers comments about not receiving their emails - pure lies. Do not expect these mats to live up their quality claims and do not expect any kind of customer service If you have an issue. Under the warranty I’m requesting that we receive a replacement mat.

    Business Response

    Date: 07/25/2023

    Hi M*******,

    We apologize as it looks like you have not been receiving our emails after all. On my last email, I had advised that we will be able to send a replacement but I wanted to verify with you first if you still wanted to get the same mat which is the softer yoga mat as I would like to replace your mat with an exercise mat of the same size which I think is better suited for your use. I have attached my last email for your reference. If you still want the softer yoga mat, please let us know so we can place the replacement order.

     

    Looking forward to your response.

    Sincerely,
    ****
    Gorilla Mats

    Customer Answer

    Date: 07/25/2023



    I have reviewed the response made by the business in reference to complaint ID 20366607, and find that this resolution is satisfactory to me. I will take the exercise mat you recommend- same address. For reference: I never received that last email. 

    Regards,

    M******* *******




















  • Initial Complaint

    Date:06/16/2023

    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 a mat from Gorilla Mats on May 28. On May 31 I received an email stating that my order was being shipped and was provided a UPS shipping number. I have still not received my order. When I try to track the package I am given the message: "Your package was not received at the UPS facility as originally scheduled. There may be a delivery delay." I have contacted the company via email and web form multiple times and have not received a response. My ORDER # is 15481GM

    Business Response

    Date: 06/16/2023

    Hi,

    We have received your emails but it looks like you haven't been receiving our replies. We apologize for the inconvenience, based on the tracking information, it looks like the package was either lost by the carrier or they are facing delays with some shipments. We have refunded your order while we try to take this up with the carrier, the amount should be back to your account within 3 to 5 business days depending on your bank.

     

    please let us know if you have other questions.

     

    Sincerely,

    ****

    Gorilla Mats

    Customer Answer

    Date: 06/19/2023



    I have reviewed the response made by the business in reference to complaint ID 20193595, and find that this resolution is satisfactory to me.

    Regards,

    S****** *****




















  • Initial Complaint

    Date:02/16/2023

    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 recently purchased 1 Premium Extra Large Yoga Mat 15' x 6' x 8mm - Order # 15005GM. After receiving the item, it did not fit in my space, so I promptly re-packaged the item, dropped it off at UPS to send to their return address, and paid over $100 in shipping fees to do so. Per the company’s return policy, it did not say anything about paying for return shipping, so I am ok with paying for return shipping. However, I have yet to receive a refund on the product itself. I have reached out numerous times to the business through email, and tried to find a phone number for this business to no avail. I have not received any reply or any update to this return.

    Business Response

    Date: 02/17/2023

    Hi,

    We have not received the email from the customer, most likely due to a system issue, I have reached out to the customer to find out if the return has arrived so we can process a refund.

     

    Best Regards,
    ****

    Gorilla Mats

    Customer Answer

    Date: 02/22/2023



    I have reviewed the response made by the business in reference to complaint ID 19415132, and find that this resolution is satisfactory to me. The business was able to locate my return and issued a refund in a timely manner. This matter has been resolved and no further action is needed. I appreciate the BBB’s help and the business mentioned for resolving this.

    Regards,

    M*** *****




















Profect, LLC is NOT a BBB Accredited Business.

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