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:11/18/2023

  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.

  On July 6, 2023 I sent an email to American Floor Mats (AFM) indicating that my floor mat which carries a no crack mat warranty, had developed a crack. On July 7, 2023 I received a reply saying "We can certainly replace this mat for you" and I would just have to pay $14.95 for shipping. On July 7th we completed the necessary form and provided our credit card information. On August 8th we sent another email because we did not receive the mat and did not receive any correspondence from AFM. On September 21st, a call was made to AFM and they provided several excuses as to why the mat was not sent but said they will send it. Now it is 11/18/23 and we have not received the mat and have not heard from the company. It is clear that they are not willing to live up to their warranty and are just waiting for us to give up.

• Initial Complaint

  Date:10/20/2023

  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 am filing a complaint against American Floor Mats for their product, the "LockTough Rubber Gym Tiles." The product's web page listed the dimensions as two feet by two feet, but the actual dimensions of one tile are 22.5 inches by 22.5 inches, a difference of three square inches per tile, as shown on the attached packaging slip. I contacted their customer service on October 12, 2023, seeking clarification on the dimension disparity, but received no response. To investigate further, I engaged in an email exchange with a sales representative using a different email address. Despite repeated requests for the exact dimensions, I never received a direct response to my query. The only accurate reference to the tile dimensions is on the packaging slip, confirming that each tile measures 22.5 inches by 22.5 inches. While I am satisfied with the product's quality, the misinformation regarding the tile dimensions has caused significant inconvenience. I initially ordered nine tiles on August 11, 2023, which arrived a month later than anticipated. In mid-September, I realized I needed to purchase three additional tiles, bringing the total to twelve. Currently, I intend to order four more tiles to achieve a total of sixteen tiles for my home gym. Due to the discrepancy in product dimensions, I am missing 27 square inches, equivalent to 1.25 tiles based on the advertised size. As a resolution, I kindly request a store credit for two tiles to compensate for the loss of 48 square inches resulting from the purchase of 16 tiles in total. This dimension discrepancy is a critical issue, and I urge the Better Business Bureau to investigate to ensure American Floor Mats provides accurate and transparent product descriptions for all consumers. I've uploaded screen shots of the orders I've placed thus far - the one in August and the other placed in early October (before receiving the first order on October 11). Thank you for looking into this. I appreciate it. Best, Matt

• Initial Complaint

  Date:09/27/2023

  Type:Product 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.

  Reference: Order No. ********** I sent an email to ************ but did not receive a response. I followed up with a call on 9/27. I was told he was busy and that he would call back. I did not receive a return call. Complaint: A ministry within our Church, received donations from its members for the purchase of a rug to present to the Church. The rug was inspected against the attached proof (see attachment) and discovered the following issues: 1. The logo's background is clearly yellow versus the gold shown in the proof. (see attachment) *A major issue. 2. The hands around the cross appear to be blue in color versus the purple shown in the proof. *Will reinspect to confirm. 3. The hands around the cross are larger than how they appear in the proof. *Not a major issue. The cross appears slightly pink, which may be a result of the yellow background versus the gold. 4. The cross is larger than how it appears in the proof. *Not a major issue. 5. The fonts along the logo's outer edge are slightly pink, which may be a result from the yellow background versus the gold. 6. Baptist is misspelled as (Batist). Although it is shown as Batist on the proof, we request the correction in "good faith." (See attachment) *A major issue. 7. The measurement requirement was specified as a 6' x 10'. However, the width is five (5) inches off, and the length is not quite as much off. (see attachment) *Not a major issue 8. The red dots separating words are not all, completely round. (see attachment) *A major issue. A replacement is requested and a pre-paid return authorization for the rug.

• Initial Complaint

  Date:07/30/2023

  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 2 sets of Waterhog Stair Treds on May 26,2023 with a delivery date of June 15-19,2023. The amount of $122.78 cleared my account that day. No product received. No contact from company despite several calls and emails from me

• Initial Complaint

  Date:06/06/2023

  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.

  I placed an order for entry mats over two weeks ago. I have received half the order but have called several times and cannot get an answer or my mats that I have already paid for. Their website says ships 5 to 10 business days from date of order. My order has still not shipped, I called because it is past the deadline and I wanted a refund on the portion that hasnt been shipped. They advised it would be a 25% restock fee even though they havent help up their guarantee.

  Business Response

  Date: 06/23/2023

  Customer is correct in that the Order Entry individual who inserted this order in our system failed to include four of the 3x5 mats when sending down to the Production Dept.  Unfortunately, this was not easily discovered since the original records show them being entered (albeit incorrectly).  Ultimately, the portion of the order that was not initially fulfilled was credited in full back to Customer.  We sincerely apologize for the mix-up, ensuing headache and over inconvenience and bad experience with this order; it was truly a perfect storm of unfortunate happenstance.

  Customer Answer

  Date: 06/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:05/10/2023

  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.

  Ordered a flexible Interlocking gym flooring, but received the wrong product. Ordered *********** Flex Interlocking Tiles Received *********** Home (rigid) Interlocking Tiles Attempted to reach the company via email, but have yet to hear back.Also, attempted to reach the company via phone, but have been have been disconnected several times.

  Business Response

  Date: 05/11/2023

  This ordered delivered later in the afternoon on 05/09.  Customer reached out to us in the morning on 05/10.  We could look into any phone records for missed calls but, one of our Customer Service reps responded to this ticket this afternoon, 05/11 with the following message:
  
  "We apologize for the inconvenience. The mistake has been forward to the production lead and replacements requested. We will confirm back to what is needed of the tiles sent. Let us know if you need anything else in the meantime."

  Once the rep gets word from Production as to how they'd like to remedy the situation and replace the tiles, he will respond back to the Customer.

  Customer Answer

  Date: 05/19/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  Date:04/06/2023

  Type:Product 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.

  Hello, I recently ordered rubber floor mats from this company and received the incorrect product. I contacted them regarding this and after a few days they tried to tell me I was wrong and ordered the product they sent. I then had to forward them the order confirmation they sent me to show I was indeed correct. The company then tried to offer me a low discount and I provided them 2 options I would accept: 1. send me the correct product I ordered with a return label for the incorrect product to ship back (incurring two shipping costs for the company) 2. refund me my shipping cost ($408.67). I was hopeful they'd choose one of these options. I was trying to be reasonable with the second option as I know with the first, two shipping costs would be incurred by their company and only refunding my shipping cost would technically save them money to right the situation. Their last refund offer wasn't for my full shipping amount which I find unacceptable. This entire customer interaction has been very frustrating- from them essentially saying I lied about my order, not apologizing for sending me the wrong product, delay in responding, and then offering low refund amounts. All of this is why I am seeking help from the BBB to resolve the matter hopefully to one of the options I presented. Please let me know if you have any additional questions and thank you in advance for any help you can provide. Thank You, *************************

  Business Response

  Date: 05/10/2023

  ***** *************************** ************************************************************************** ***** **** *** ** **** ** **** ** ******** **** *** **** * *** ******* **** *** *** ** ***** ************* * ******* ************ ********* ********** *** *********************** **************************************
  
  
  *****,
  
  Good afternoon.  We've tried to submit our response but have been unable to do so.  Essentially, the customer received the wrong goods.  We went back and forth with what we thought was a fair and reasonable refund given the extreme similarity between the product ordered and the 1mm thinner material received.  We eventually met the customer at their full asking refund - the $408.67.  This was credited back to them about a month ago.  I can provide a copy of that refund if necessary.
  
  
  Thanks,
  *****
   
  ***************************
  American Floor Mats
  ************
  ************ ***** *************************

  Customer Answer

  Date: 05/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am glad to have this extremely poor customer experience behind me.   
  
  Regards,
  
  *************************
  
  

• Initial Complaint

  Date:03/21/2023

  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.

  Placed order on 3/3/23 with the stipulation that the order had to be received by 3/18/23 so it could be placed on military conex headed to Poland. On 3/13/23 we reached out for update. 3/14/23 was told they were finishing up and boxing. Would received by deadline. We offered to pay for overnight but was assured it was not necessary. 3/16/23 reached out for update was told same info as before. I the owner, called and was told they are trying to remove package and change shipping to overnight. Worse case it wouldn't get it out on time for Friday but would overnight with Saturday delivery. Around 8pm on 3/16/23 we received *** tracking. Item arriving Tuesday, March 21 by 7pm. Friday around 9:30 am ****** calls to say they are aware of the shipping issue and management made it priority and approved reprinting and shipping. We will have it Monday. I reminded him deadline was Saturday. He said he would take care of it and update me. I tried calling back later and was unable to reach anyone. No one returned my calls. I had an employee work Saturday on the off chance they fulfilled their end. No delivery. **** arrived 3/21/23 earlier than after hours scheduled because our normal driver traveled to ****** to retrieve them. The military rep has been present (speaker phone) for each conversation that **** had concerning order. When my call was transferred to ****** on 3/16, I explained I was told if the items didn't arrive on time we would receive a refund. I said a refund is appreciated but would not help me save face with my military client. He assured me they were going to get the order to us by deadline. Obviously there was no reprint to right wrong. No communication and no refund notice. Thought we were getting 6, wound up with 5 (late) because **** apparently used the original estimate. There is more details but character restrictions prevent me from listing everything. I am a small business. My customers count on my word. I should be able to count on a vendor's word.

  Business Response

  Date: 05/12/2023

  We apologize regarding the circumstances with this order. We recognize that the order delivered one day later than the customer had needed, we had made best effort to expedite the order but was unable to do so considering the restraints of the many steps involved in the manufacturing process of these custom logo mats.
  
  In regards to the below message, the customer did not order the goods with the stipulation that it needed to arrive by a specific date. Initially, they asked us to ship the mats overseas to their military customer directly using an APO address that would need to ship via the US Postal Service. We provided a quote for this option but, for whatever reason, they then asked to ship the order to Texas instead. The order was approved for production on March 3rd; we replied via email immediately to the customer indicating it would take approximately 2 weeks to manufacture these custom mats plus additional time for shipping to Texas.  Again, at no time had the customer advised that there was a deadline or any other time constraint at this juncture.
  
  On March 13th the customer contacted American Floor Mats about the status of their order. On March 14th the customer then advised us that the order needed to be delivered by 3/20.  We in turn asked Production Plant Scheduling to expedite the order and upgrade the shipping speed but, unfortunately, by this point in time, there were not days remaining to get these custom logo design mats manufactured and rush shipped to the customer.  We really needed the deadline ahead of time to ensure that we could meet customer's expectations.  In an effort to help the customer since these mats were accidentally shipped with standard *** delivery (and with us totally absorbing the additional production and shipping costs) we remade the mats so they could be shipped with expedited delivery, but the timing, again, did not allow for this.
  
  The order shipped on March 16th via *** Ground and delivered on March 21st. Unfortunately, *** cannot change the shipment method while it is in transit and, in this case, the matting arrived 1 day later than the customer requested the goods.
  
  Given how things played out, we offered the customer the option of returning these custom made mats for a full refund. To this date, we have not yet received the mats back or any further requests to return it.  Should the customer wish to return them for a full refund if the customer has no use for them we would be happy to accommodate them.
  
  We are sensitive to the fact that this did not meet their customer's deadline and was problematic (hence the offer for a full refund on custom logo mats), at the same time, had we known about this deadline from the beginning we could have avoided this situation.

• Initial Complaint

  Date:03/09/2023

  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.

  The floor mat I ordered came rolled up in a box. The delivery man left it on my doorstep and I was delighted to see that my new mat had arrived. Last time I ordered a floor mat from a reputable company, it came shipped in a flat package. As I type this, my wife is using a hair dryer to soften the mat that I received from you company, so that it actually becomes a mat and lays on the floor like anyone would expect a mat to do. This mat that you shipped me is so tightly coiled (rolled up) that there is some doubt in my mind that it will ever serve the purpose of why I believed your ads that it would be a serviceable carpet protecting, office chair mat. Can't say much more, other than my wife and I are about to get a divorce, due to the fact that she believes that the company that sent out the curled mat, did not do it intentionally and that is was just bad karma. In a warmer climate, the mat would have been just fine.You have some explaining to do.

  Business Response

  Date: 04/03/2023

  Customer ordered a Premium thickness office desk chair mat, which is manufactured 200mil (ie, 1/5") thick, typically over twice as thick as those that can be procured from an office supply store.  These extra thick mats hold up well for many years of all-day-long use thanks, in part, to their thicker, commercial-grade vinyl construction.  The caveat is that these mats may take a little more effort to unroll once received, especially if they've been traveling through winter weather/colder climates.  Essentially, the mats can be unrolled and have weight (such as the office chair, heavy books, etc.) placed on top of the mat and, since it's natural state is flat, it will return to this shape and forever remain that way.  These mats are too large to be boxed and ship flat via *** or ***** and would instead have to ship via an 18-wheeler freight truck.  The logistics, cost and time frame make that option unfeasible for orders less than approximately 15-20 mats.  That being said, we do provide unrolling instructions with these chair mats which offers guidelines, advice and tips to make the process quicker and easier.  We've attached it to this response for reference.  Based on our access files, Customer has not yet reached out to us via email or our Customer Service line for help with the unrolling.  At this point, if Customer wants to return the mat, he can do so without any restocking fee and, once the goods are received back in resellable condition, a full credit will be issued.

• Initial Complaint

  Date:03/09/2023

  Type:Product 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.

  American Floor Mats Order #s ******* & *******.Two rugs were ordered through ****** (attached) and received in January 2023. Both were returned in unused, original condition, per instructions from ******************* on February 9, 2023 (***** gave me permission to send them directly rather than using ******'s return labels). The rugs were received by American Floor Mats on February 16, 2023 (attached).Three weeks have passed and no credits have been received. ***** assured me on March 6, 2023, that credit memos would be issued by the end of the day. They were not.

  Business Response

  Date: 04/03/2023

  A full credit was already issued on ****** (which is the only method for us to return the money since it was purchased through ****** and we don't have a credit card from the customer).  See both attached screenshots.

  Customer Answer

  Date: 04/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *****************