ComplaintsforAmerican Floor Mats LLC

• Initial Complaint

  06/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/06/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  03/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  03/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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

  03/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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,
  
  *****************
  

• Initial Complaint

  01/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a floor mat that was advertised as 8' x 4' in size. I was charged a total of $270.14. The mat arrived, but was 100 inches long (8'4") and only 44" wide. This did not meet my needs for its intended use, so I called the company for a return. I was told that since the dimensions were wrong, I would not be charged a restocking fee or shipping charge for the return, and I would be refunded in full. The company emailed me a return label. I returned the rug, and was reimbursed $202.50. When I called to inquire, they told me they had assessed a 25% restocking fee for the return. I asked for a return call from "****", the employee I had spoken to about the return. **** has not called me back. I have tried to call the company several times, and am promptly greeted with "American Floor Mats, please hold". They then place me on hold and never answer my call. I'd like to receive the remaining credit amount $67.64 for this order.

  Business response

  04/06/2023

  Customer claims that once they returned the mat (with a prepaid label from American Floor Mats) they would be refunded in full.  There was a miscommunication between Customer Service who spoke with Customer, the Shipping/Receiving Department who mixed up this return for an identical item also being returned within the same time frame, and the Accounting Department who was waiting on confirmation and guidance as to how to proceed.  Ultimately, the remaining funds were refunded to Customer' credit card and now they've been made whole / the entire order has been refunded 100%.  We apologize for the confusion and delay with what should have been a straightforward return and credit.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Ordered $4477.20 worth of anti fatigue mats for my warehouse on 12/5/22. The website told me it would ship within 20 days. It is now January 10 and I have not received my order and no communication from this company on estimated delivery date. I have sent three different emails and tried to call the business, no response. Order number is *******.

  Customer response

  04/05/2023

  From: *********************** <****************************************>
  Date: Wed, Apr 5, 2023 at 9:44 AM
  Subject: RE: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvanian regards to your complaint #********.
  To: ***********@mybbb.org <*******@mybbb.org>
  

  
  
  

  Hi *****,

   

  Product has been received and the situation has been resolved. Thank you for your diligence in pursuing this for me!

   

  Sincerely,

   

  ***********************

  General Manager

  ************ | wineshipping.com

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In May, 2022, I ordered interlocking foam tiles for a back patio children's play area that were advertised as "outdoor safe", "non-toxic", and "Perfect for use in children's play areas". After 2 months, the tiles began to show signs of wear and the top surface began to disintegrate, with a fine powder constantly flaking off that was hazardous for a small child who puts everything in his mouth. In July 2022, I reached out to American Floor Mats and described the problem, and asked if they would issue a refund for the product, and if they could suggest a different product that was better suited to the application, or if they would recommend that I reach out to the OEM who claimed to offer a "lifetime guarantee" on their packaging. I received no response for a week and followed up again in August 2022. I then received a response from a customer service rep. apologizing for the slow response, stating that he had forwarded my photos to his production team and was awaiting a response. He asked me if the tiles were covered outdoors or exposed to the elements? I responded the same day that they are partially exposed to sun (UV) in the morning hours. After this I received no response for 4 weeks, and I emailed again on Aug. 29 asking for a response. On Sept. 15 I emailed again, and received no response. On Nov. 29 I emailed again, and received no response. On Dec. 2, I phoned support and provided my order information, and was told that the person that I had spoken to was in a meeting and would call me back when he was free. As of Dec. 8, I have not received a call back, nor any email response. It has now been 5 months since I originally reached out to American Floor mats about the issue with the tiles, and I have not received any response by email or phone aside from the initial reply, and the issue remains unresolved. I am very surprised by this lack of responsiveness, as I have ordered multiple high quality products from American Floor Mats in the past.

  Business response

  04/06/2023

  These foam tiles are handled by a 3rd party who handles formulation and cutting.  We have been unable to get them to honor the warranty on these tiles in this situation.  Thus, to resolve the issue, American Floor Mats is issuing a check back to Customer in full for goods ordered even though the tiles were thrown away and cannot be brought back.  We sincerely apologize for the delays and frustrations with this order and the unfortunate path that it took.  The refund check should be issued within the week.

  Customer response

  04/12/2023

  [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 have offered to ship back the undamaged tiles to the business.

• Initial Complaint

  12/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello,This has been a nightmare. I first ordered a 8x4 bluestone diamond rug that came in 5 inches longer....I was told if anything it would be a few inches shorter....so after contacting customer support....we were told that we had to pay for shipping the mat back to you folks, then after an email explaining that I was not pleased with having to pay for shipping... i was sent a packing slip. Then we ordered a 8x4 bluestone mat waffle.....after I was told this pattern would be more accurate and would come in a few inches shorter....that was fine. We received the 8x4 waffle mat.....it looks terrible....there is a seam down the middle and is lifted...appears you guys used 2 4x4 and glued them together on the rubber backing....not only does it look stupid, it is lifted and the waffle pattern does not line up....see pics....I have purchased rugs from you folks in the past...not sure whats going on there. We returned the previous diamond colored rug 10 days ago and have not received a refund for that....This workmanship is not acceptable....and this mat needs to be returned...please send a packing slip to me and I demand a refund! See the 2 pics below Regards,*******************************

  Business response

  12/27/2022

  Unfortunately both mats ordered recently had different but, nonetheless, concerning production issues.  The customer field destroyed both mats and was issued a refund on both orders.  Given satisfaction with previous orders purchased through the company, customer is looking for another solution to best fit their needs.

*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. ↩