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Business Profile

Online Retailer

Bub Mats

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Online Retailer.

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 6 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:02/13/2025

    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 ordered a mat from this company and received it on February 3, I could immediately tell it wouldn't be suitable for my purposes so I contacted the company the following day regarding initiating a return and have sent multiple emails since and have got no response from this company. It has been a week and a half at this point, the phone number listed on their site also is non-functional.

    Customer Answer

    Date: 03/10/2025

    Better Business Bureau:

    At this time, I have not been contacted by Bub Mats regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/02/2025

    Type:Product 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 ordered on 11/12/24. 2 hours later, I received an email saying my order was being prepared for shipment. I checked for the tracking number on 11/25/24, and there wasnt one yet. Emailed bub mats. They responded saying the shipment was delayed due to unforeseen circumstance and was shipping this week. On 12/9, I emailed again because there was still no tracking number and the order had not been shipped. No response. I emailed on 12/13, no response. I emailed on 12/18, no response. Also on 12/13, I contacted them via ******** messenger. Ive been received an automated message that I couldnt contact them again for seven days! I filed a ****** dispute and am now waiting for a response. BubMats is a joke and a scam.

  • Initial Complaint

    Date:10/28/2024

    Type:Product 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 ordered a mat and immediately decided on a different one. I emailed them minutes after the initial order and asked to cancel it. They said they could not cancel it and to send the mat back and they would refund me.Received both mats, returned the one I didn't want. Confirmation of received product on September ****** is now October 25th and no refund.Almost $300. I have no product and no refund.I have 23 emails of correspondence telling me "our manager has given us the go on the refund" then "we can't give you the refund right now due to a processing issue". It's incredibly disappointing as I really love the product, but this has been a nightmare trying to do a simple ********* card was charged immediately for the mat and yet I'm almost 2 months into waiting for a refund.Customer service has been getting back to me in a timely manner, but it seems like they're just giving one excuse after another and thanking me for my patience.

    Customer Answer

    Date: 11/22/2024

    Better Business Bureau:

    At this time, I have not been contacted by Bub Mats regarding complaint ID ********.

    Sincerely,

    **** ***

  • Initial Complaint

    Date:09/04/2024

    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 did not receive the mats ordered. I E mailed them pictures of what I received as they requested and they stated it was human error. I received the mat covers but not the mats. I have reached out several times and they just keep saying they will mail them.

    Customer Answer

    Date: 09/12/2024

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:01/03/2024

    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 placed an order on 12/18/23 and received a shipment email the following day, with an expected delivery of 12/22/23. On 12/22/23, I was notified from *** that my order was canceled. I received no communication from Bub Mats, so I reached out and asked why my order was canceled. It is now January 3rd and I have emailed 4 more times with no response and no refund. I reached out to them on IG and they responded back saying sorry for the inconvenience but did not offer any update on my refund or the order itself. Since then, theyve seen all my messages from them asking for updates but have not responded.

    Customer Answer

    Date: 01/28/2024

    At this time, I have been contacted directly by Bub Mats regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

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

  • Initial Complaint

    Date:12/11/2023

    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.
    Ordered mat 11/26, company has not shipped product or provided any updates when asked.

    Customer Answer

    Date: 12/14/2023

    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 and the matter has been resolved.

    Sincerely,

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



     

  • Initial Complaint

    Date:05/19/2023

    Type:Sales and Advertising 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.
    Bub mats order #**** anywhere mini Mat caramel free vintage blue maxi mat ****** purchased 3/5/23 with *********** credit card. Charge posted 3/6/23. I contacted the company by phone and email to get an ETA, shipping update, refund. Received apology responses but no other communication.

  • Initial Complaint

    Date:01/27/2023

    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 ordered a mat for Christmas and returned the item in its original packaging and unopened. It took two weeks for them to accept my return and now its been 3 weeks and no response. The tracking number indicates they received the package almost two weeks ago and I have continued to e mail the company and notify them on instagram and no response. I would like my full refund

    Customer Answer

    Date: 02/20/2023

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Bub Mats has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

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

  • Initial Complaint

    Date:12/14/2022

    Type:Product 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.
    The link you sent me to a case I already filed .#******** sent me an email that linked me here to file a new case from scratch? This company still hasnt given me my money back. I have emailed numerous times to acquire a return shipping label and/ or receive my money back after they lied and said they would send a replacement they never did and nothing has come if it. Not even a BBB case?

  • Initial Complaint

    Date:12/01/2022

    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 reached out to Bub Mats stating that my mat arrived smelling like smoke on 11/17/22. They said they would get back to me with a solution within 24 hours. They never responded. I then reached out again on Instagram and was told by an employee (*****) ((I have photographs of this conversation)) that they would be mailing me a replacement the next day and sending me a confirmation. That was on 11/22/22. They have been yanking me around and lying to me telling me that they will replace it. They claim the have a 30 days money back guarantee. I have requested a label to mail back everything else at this point since it seems certain Im not getting a replacement and theyre choosing not to be honest. they have ignored that as well. Jenn has been dishonest with me and so has *****. We spent over $300 for a mat we cannot even use because of how bad it smells. They have no desire to work this out in a professional manner and seem to want to lure me into after the 30 day policy of returns until I cant return it now. I have copies of my email as well dated within this time frame requesting either my replacement that THEY offered. And since thats not been true. Finally a shipping label so I can just return this stuff.They are clearly false advertising saying I can get my money back within 30 Days as they ignore communication.

    Customer Answer

    Date: 12/25/2022

    Better Business Bureau:

    At this time, I have not been contacted by Bub Mats regarding complaint ID ********.
    We still

    have a product we cannot use, they never sent a replacement as they said they would, and they have refused to send us a return label or answer any communication So we can return the defective item. 
    Sincerely,

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


Bub Mats is NOT a BBB Accredited Business.

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