Complaints

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.

• Initial Complaint

  Date:12/04/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  So I placed the order, and it has numerous pop *** to add to order...I hit 1 and it charged a separate amount. I call was explained somewhat, was offered a gf to keep order. I did then was sent email with Shipping through ****** and a link...went to it and they emailed me back it was ***** Went to them they don't recognize tracking. Now my ****** account has been messed with trying to figure that out. I've repeatedly tried to email and get a resolution because I do not feel comfortable with this at all also I don't receive mail at physical address which were whom ever is deliver if this isn't a total scam . I've got 1 phone call and 9 email them. Order # B5FOAO783A

• Initial Complaint

  Date:09/09/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Order Number #***** for two navy floor mats ordered near 8/172024.Ossue is that the color of the mats are not even close to the color pictured on the website and can no way be considered navy. I contacted to initiate return. However after four email communications with customer service, the refuse to pay return shipping or refund my money. My request for free return is very reasonable and the color issue is 100% false advertising and the company's error.order also included drying towel which I kept.

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 muddy mats. At checkout, I was offered a promotional deal of 3 packs of 4 grippers for $1.99. I was not given my new total prior to finalizing my payment and noticed I was charged $23.88 on my ****** receipt which was later updated to $36.77. I immediately contacted the company because the math didn't add up. I asked for an explanation and for them to be removed. They did not fully answer my question and offered me 30% off. I let them know they didn't answer my question and to remove from my order. They finally answered the question and I thanked them and asked to cancel my order of the grippers. They they came back with a 50% off. The email went back to my junk mail despite saying it was safe. The company then charged me the original amount because they say they put a 3 day hold on the account and it passed, and says I must pay for shipping to return. I was only informed of the first 3 day hold which I responded and request led removal and cancellation. The 50% offer I did not see nor said would expire in 3 days and result in charge of full price and shipment of order. I would like the full price refunded to my account to include shipping of the item to me and return. No where in their flier provided to me says additional/separate shipping. They not taking my cancellation action voiced multiple times is their error and I should not be responsible for return shipping. Their deceptive sales tactics should also be addressed by not providing final amounts before processing payments and the wording of the advertising.

• Initial Complaint

  Date:06/15/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Order Number: 03B882ACD8 Shipping Address ******************************************************************************* Order date: 05/18/2024 9:14am Items in Order:NameQtyPrice XL Grey Muddy Mat 35x601$89.95 Total:Sub Total: $89.95 Shipping: ---Grand Total: $97.48 The dog easily chewed apart the loops and edging of the rug after 2 days. The dogs still drag plenty of mud brother house. Not satisfied at all. I tried to contact customer service twice.

  Business Response

  Date: 06/17/2024

  We sincerely apologize for the inconvenience caused by the damaged item. We are able to arrange for a replacement. To avoid any further delays, kindly provide your complete shipping address and phone number. Please confirm if you would like to proceed with the replacement. We look forward to your prompt response.

  Customer Answer

  Date: 06/22/2024

  I have already provided my complete address and phone number to the company when I purchased the item. I do not wish to post my address and phone number here in public. I also provided my address and phone when I contacted the company DIRECTLY through email. I still dont have my refund. 

  Business Response

  Date: 06/24/2024

  We are pleased to inform you that the replacement for your order has been successfully processed. The expected delivery timeframe is within 10 business days. Your order number for reference is 9B9B51FF3E. Additionally, you will receive your Tracking Number via email once it has been generated. If you require further assistance, please do not hesitate to reach out to us. Thank you for choosing to do business with us.
  
  

• Initial Complaint

  Date:05/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 mats on 4/11/24. Reached out to the company on 4/30/24 that I only received 1 mat. They keep telling me that I have to send a photo of the packing slip which was thrown out the day I received the first rug. They want me to send a photo of the rug which proves nothing because I could have received 100 rugs but only sent a photo of 1. I have 2 places I stay at and am not physically located at the location with the mat right now. It is solely a stall tactic to try and make me forget to chase $21.59 but now it is the principle. I would recommend NOT using this company. I paid a total of $43.19 but did not receive $21.59 of product.

  Business Response

  Date: 05/06/2024

  We appreciate your concern regarding your order and sincerely apologize for any confusion caused. Upon careful review, we can confirm that your order consists of 1 Small Black Muddy Mat and 1 Pack of Rug Gripper. The charge of $21.59 covers the shipping fee and the pack of rug grippers. Please note that charges for each item are billed separately to ensure a transparent billing breakdown. We have attached the invoice for your reference. We hope this information clarifies your concerns. Should you have any further questions, please do not hesitate to contact us. We are here to assist you.

• Initial Complaint

  Date:01/11/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  PRODUCT NEVER RECEIVED. KEEP GIVING ME DIFFERENT TRACKING AND SHIPMENT DATES. YOU CAN EVEN TRACK THE # THEY GIVE YOU. IT'S ALWAY AN EXCUSE WHY THE PRODUCT HAS NOT SHIPPED, AND THAN WANTING TO GIVE SOME KIND OF DISCOUNT OF 10 TO 15%. I WAS ALSO GIVEN 2 DIFFERENT TRACKING #'S AS THEY SAID "OH" FIRST ORDER DID NOT GO THROUGH PROPERLY, AND THAN WITH THE NEW TRACKING # 'OH' WE HAD ISSUES IN THE WAREHOUSE. ALL I WANT IS MY REFUND BACK. I ALSO PUT A DISPUTE IN WITH MY BANK TODAY AS, MUDDY MAT TOLD ME THEY WILL NOT REFUND ME AS IT WAS TO LATE. WHO'S FAULT WAS THAT??? I ORDER ON 12.21.23 AND WAS TOLD I WOULD RECEIVED IN 3-5 BUSINESS DAYS, AND THAN ON MY LAST TRACKING # IT SAID IT WOULD BE ***** HOUR TO SHIP DATE. BAD COMPANY. SOUNDS LIKE A FRAUDUAL COMPANY. YOUR HELP IN THIS MATTER IS GREATLY APPRECIATED.

  Business Response

  Date: 01/17/2024

  We would like to inform you that your order has been refunded accordingly. The refunded amount has been successfully credited back to the original payment method used for the order. We understand the importance of a smooth shopping experience, and we sincerely apologize for any inconvenience this situation may have caused. If you have any further questions or concerns, please do not hesitate to reach out to our customer support team. We are here to assist you.
  

• Initial Complaint

  Date:12/01/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The first washing of the Muddy Mat, the binding unraveled. This product was defective and the representative admitted the product was defective after viewing the photo I emailed to her. Even though this product was only opened Nov. 23, 2023, they would not fix the item, or send me a replacement for the damaged one I received. This is the first time I have ever ordered from them and I am 74 yrs. old and don't have a lot of money to waster. If they were a reputable company, they would have fixed the item or sent a replacement.

• Initial Complaint

  Date:09/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 spent $100.00 on rugs that were satisfaction guaranteed to not fall apart and be machine washable, with several other guarantees listed on the website. I believed it, otherwise I wouldnt have spent so much money for 4 tiny door rugs. They did the job well by keeping dirt out. But within the first Time Machine washing them I could see the back rubber was coming off and by the second wash there were rubber pieces all over my washer. Of course this all occurred within the 60 day period of their guarantee, but because I procrastinated and didnt call within the 60 days they would not budge on replacement. I never asked for $ back or anything. I simply wanted replacements of the rugs.

  Business Response

  Date: 09/13/2023

  We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. We understand your concerns and are committed to resolving this issue for you. We have successfully processed the replacement for your order. The delivery time frame should only be up to 10 business days. Here's your order number for your reference: BA8A9C9B75. You will also receive your Tracking Number once generated via email. We appreciate the opportunity to rectify the situation. Should you have any other concerns, please do not hesitate to reach out. Thank you and keep safe!

  Customer Answer

  Date: 09/13/2023

  I dont see a response yet. I just want the mats replaced, thank you. 

• Initial Complaint

  Date:02/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This is a continuation of our complaint about Muddy Mats. We have gotten conflicting information from the company about our refund. Their response on the BBB site indicates they have provided us with a full refund and their response to us via private email was that they would not the refund until we have paid the return shipping and submitted paperwork from the ***** These communications from the company both came on 2-10-2023. We see in our bank account a pending credit for the full refund from Muddy Mats. This is the result of their confusing/conflicting messages. And this leaves us wondering what our next step should be. Because of the companys conflicting/confusing messages we have little confidence that the company will truly make this right. If we do not ship the items back (because they wont pay shipping) will they take our money again. We need a clear idea of how this will be resolved to our benefit. Our acceptable resolution is a full refund and the company pays for return shipping.

  Business Response

  Date: 02/13/2023

  We're sorry to hear you feel that way. We sincerely apologize for the inconvenience. Since we have already issued a full refund for your order, you don't have to return the order. You can keep all the items in your order. Hope you find this information helpful. Please let us know if you have any other questions.

  Customer Answer

  Date: 02/27/2023

   I see that Muddy Mats claims to have issued a full refund to my debit card but there is no evidence of this from my bank. As I have stated previously they told me a refund would not be issued until they receive the returned items. Because they are not paying the return shipping the refund I receive will NOT be a full refund. This is unacceptable, as it is at least deceptive.

  Please advise about additional steps that might be taken to resolve this matter.

  Thanks.

  *** Wellmes

  Business Response

  Date: 02/28/2023

  Kindly note that refunds are always processed back to the original payment method used to purchase the order. If the amount does not reflect in your bank statement, please give it up to your next billing cycle for the total credit to reflect as the posting depends on your bank's processing time frame. It may take some time before your refund gets officially posted. If youve done all of this and you still have not received your refund, please do not hesitate to reply to this email for further assistance.

• Initial Complaint

  Date:09/12/2022

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 three mats from the company on 8/13/22 with a delivery by 8/18 according to the website. When product did not arrive and no shipping notification was received, I reached out by email and was told it was being locked in to.Multiple emails did not result in any resolution. Finally they shared they were out of the color mats I ordered. I changed the colors and was told I would get shipping confirmation in 24/48 hours.When I never received notification I called the company last Wednesday and was told again that I would get a shipping notification in 24/48 hours. I have still not received anything.The company should not have taken an order on an out of stock item. I should not have received had to reach out to find out it was out of stock. This is possibly the worst customer service Ive ever received.