American Floor Mats

If you are considering floor (chair) mats from American Floor Mats that use assembled tiles with transition strips (manufactured by Snaplock Industries) I suggest you find another source. The male transition strips fit and are the same thickness as the tiles, however, the female transition strips are 1/8" thicker, creating a toe catch as you walk off the mat. The female transition strips are also 1/4" wider than the male transition strips so they do no meet up properly at the corners. Numerous communications, including photos, were sent to American Floor Mats over the last 2 months have not produced results. The problems I was told were to be sent on to "production" at Snaplock. Avoid these companies!

Bought and paid for a rather expensive custom floor mat weeks ago Never received an invoice or tracking number Called this morning to follow up and was informed the item was delivered to an incorrect address, neither the shipping nor billing address, and was evidently lost somewhere American Floor Mats will not provide a replacement item nor a refund Ridiculous for any business, let alone a high priced custom made manufacturerAvoid American Floor Mats

Customer purchased a product on the American Floor Mats websiteThere is a boldfaced note on the webpage of the product purchased stating that we contact all customers with a freight quote before we charge the credit card or proceed in any wayIf a customer clicks on the red shipping icon on the product page, there is a note that pops up stating that these rubber matting products are excluded from any shipping promotionsAlso, the order confirmation sent via email states that shipping is "To Be Determined"We see that Albert in our Shipping Dept proactively reached out to the Customer within hours of the order being placed with the best option for shipping these heavy rolls of matting totaling lbsWhen Albert found out that the total price was more than Customer wanted to spend, Albert offered a sizable 15% discount to help alleviate the shipping costs and help the Customer get the order finalizedWe work with shipping carriers to get the best price for the customer’s location, destination type, delivery time, product weight/density & other factors and then always pass on our actual cost of shipping without ever marking it upFurthermore, we're always happy to use our customer's preferred carrier and/or provide weights & dimensions for customers to double check for themselves Once the goods arrived it was brought to our attention that the wrong thickness material was cut and sent (8mm vs 9mm thickness) The customer brought this to our attention Once this was relayed to the correct parties at American Floor Mats, the customer was offered the difference in costs between the two as well as an additional discount due to the mix-up The Customer agreed to accept this credit given what happened At this point, the refund (difference plus additional credit) has been issued to the Customer's credit card and the issue has been resolved personally with him

Customer purchased custom manufactured, clear plastic car mats directly on our website to fit her [redacted] Customer called our office stating that the material was too pliable for her liking and wished to return the mats Pictures were sent to us of the mats she received Even though there is a no return policy on custom cut goods, as stated on the webpage before clicking the Add to Cart button, Erik, the Customer Service Mgr who handled the call, offered to either remake the mats for her and simply issue a credit for the goods Customer stated that they would prefer to take the credit Credit was issued accordingly to Customer's card (in two parts - one for the goods and another for the shipping)

Upon a thorough inspection of our records for all samples submitted - by phone, email as well as directly on the American Floor Mats website - we found no request for samples (nor any samples shipped) to Customer based on search queries for last name, street address or even zip code Although we never want to make any assumptions, Customer may very well have requested samples from another company altogether.Although we have a strict return policy on all car mats (since they are each manufactured to order based on the specifics of the year, make, model and version of the vehicle, along with the particular material type and color), we would certainly honor a free replacement if the wrong product was manufactured Because we cannot verify any samples received by Customer (either through our Sample Admin System, nor from any photos of samples in Customer's possession, nor from any packaging the samples came in), we cannot match them up to the mats he received We can, however, confirm that both orders placed through American Floor Mats were, in fact, for the Light Oak color in the Velourtex carpet line of car floor mats This confirmation is based on both production records and material use levels as well as from email correspondence from Customer confirming the color as 970-Light Oak (Please note that all colors start with a "1" before the number as a designation for the color number Thus, in this case, would appear as to specific this color in this material).Furthermore, these particular floor mats are contracted out to a third party, [redacted] ***, to manufacture given the highly custom nature of the goods and the wide variety of colors, materials, bindings, logos, etc Thus, these mats were shipped directly from [redacted] ***' facility in California to Customer, with ***'s name on the packaging (though our name on the packing slip) Customer contacted [redacted] directly when first inquiring about the color he received and how to return/replace them Because [redacted] is a manufacturing facility without any true customer service arm, they were unable to properly assist Customer with this issue Customer ended up shipping the mats back to ***'s plant without contacting us at American Floor Mats directly This, unfortunately, added to the confusion.In conclusion, all we want is to resolve the matter as quickly and satisfactorily as possible for Customer We have reached out to Customer on two occasions, leaving voicemail messages both times but have not heard back and thus are still waiting for direction from him At this point, the front and rear car mats are still at ***'s factory in CAWe are happy to ship these mats back to Customer Alternatively, we can send the customer color samples (of the Light Oak as well as any other similar colors Customer wishes to view in person) to confirm the color on the mats received as well as to compare/contrast to the samples they received from elsewhere Should Customer wish to replace the mats, we'd be happy to work with him in that regard as well Again, we simply wish to find an amicable solution for Customer but are waiting for direction from him

There was a boldfaced note on the product page indicating that customers will be contacted with a shipping quote before American Floor Mats processes orders for this particular product The shipping icon on the page says to 'click for details' and this point is reiterated there as well Given the situation and in an effort to help out Customer, an agreed upon discount was offered by American Floor Mats and accepted by Customer, in which both parties were satisfied with the outcome regarding the sale of goods and the final pricing At this point, the goods were shipped, Customer was charged accordingly and everyone is satisfied with the end result

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

From: [redacted] < [redacted] @***.com>Date: Thu, Aug 27, at 1:PMSubject: Re: Complaint Response ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org> [redacted] thank you for sending the reply from American Floor Mats LLCIn my initial complaint I felt the wording of the American Floor Mats LLC warranty was misleadingWhen their warranty states "All" desk chair mats are warranted against manufacturing defects as well as any breaking, cracking or splitting for a period of Ninety Nine (99) years from the date of purchaseThen, "Chair mats determined to have manufacturing defects will be replaced or repaired once"Three lines up from the bottom of the warranty page it states, "The customer is only responsible for any shipping charges associated with the delivery of the replacement chair mat, not the chair mat itself"I am on my third Desk Chair Mat in a period of less than seven yearsI admit I went with the upgrade and I felt at that time and still feel that the American Floor Mats LLC warranty information is misleadingThis is my interpretation of the warranty, when I read the first sentence and see that all Desk Chair Mats are warranted against manufacturing defects for a period of Ninety Nine (99) years from the date of purchase, I'm sold on the warranty deal and order a chair matThe last line of the first paragraph, "Chair mats determined to have manufacturing defects will be replaced or repaired once", there is no mention of wear and tearSeeing that my first replacement floor mat lasted as long a the original I would think it was wear and tear, not manufacturing defectsWhy would American Floor Mats LLC send me an identical Desk Chair Mat that was known to have manufacturing defects as a replacement? That's why I asked that the American Floor Mat LLC Warranty Information be rewritten in my initial complaintSince I did not respond within the allotted time frame, I'm at fault for thatI should have kept up with my complaint on a weekly basisI thank you [redacted] for your help today.Sincerely, [redacted]

The Production Manager called Customer to explain the sizing/shrinkage phenomena associated with mats in general and this product in particular He simply wanted Customer to understand the way these mats are manufactured and explain that all mats/rugs shrink during the production process given the way that they're produced Manager further attempted to offer customer a full refund and to keep the mat given his level of dissatisfaction but was hung up on Our Manager called back and left a message stating that the full order would be refunded and if Customer wished to have us pick up the mat, we'd be happy to do so (though the credit would be issued regardless) To date, American Floor Mats has not received any communication back regarding this matter Credit was issued today

Emails/phones were down for a few hours on Sunday when the IT Dept was performing updates and thus Customer's messages were not initially received Once received the order was cancelled but it had already shipped out Customer was alerted to the situation and American Floor Mats offered to pick up the mat (at our expense and without any restocking fee) or she could simply keep the mat At this point it appears that Customer has decided to keep the mat Please see the full email exchange below:On Mon, Aug 25, at 11:PM, Brian B [redacted] wrote: [redacted] ,Good evening I haven't heard back from you regarding the 2nd email below Thus, at this time, we will assume you'll keep the mat as opposed to wanting us to pick up the mat If you change your mind in the next day or two just feel free to email/call me back Thanks againThanks,Brian Brian B [redacted] American Floor Mats###-###-#######-###-#### (fax)www.americanfloormats.com On Wed, Aug 20, at 2:PM, Brian B [redacted] wrote: [redacted] ,I actually spoke with Quality Control and Shipping and, honestly, by the time we ship the mat back, process the return, regrind it and have it used for future material, it's not really worth the cost If you'd like to keep the mat for free, please feel free to do so (or maybe give it away to someone who can use it) If, however, you prefer to have us still have us pick it up, we can certainly do that as well if it's more convenient for you - just let me know what's best Thanks again for your help (and patience) with this issue! Thanks,Brian Brian B [redacted] American Floor Mats###-###-#######-###-#### (fax)www.americanfloormats.com On Wed, Aug 20, at 2:PM, awillhelm wrote:Brien, The mat has never been unpacked, and is ready for pick up at any time Thanks, [redacted] * On 8/20/12:PM, Brian B [redacted] wrote: [redacted] , Good afternoon My name is Brian B [redacted] and I'm the General Mgr here at American Floor Mats I just tried calling you but it rang and there was no voicemail so I wanted to follow up with an email as well George in our Sales Dept brought your order to my attention this morning He stated that you placed an order on Sunday, 08/and then later that day, wished to cancel the order and emailed us to do so Our IT Dept was performing system wide updates from 2-4pm EST while everyone was out Unfortunately, a few of these updates caused our general email and voicemail systems to reset once I assume (and sincerely apologize) if your message was lost during this time Regardless, I'd like to help rectify the situation Given the set of circumstances on our end and our missing your communications, I'd be happy to have the mat picked up and brought back to us (at our expense, of course, and certainly with no restocking fee) Just let me know once the mat is boxed up and ready to be picked up and we'll send UPS to come get it (They'll bring a label and we would handle everything from there - all you would need to have the box ready for them and, if no one is home during the day, just leave it outside your front door and they'll pick it up) Once the mat is picked up, a message will be sent to the Accounting Dept and they will process the full refund back to your credit card Feel free to email/call me with any questions or to discuss further if you'd like Again, sorry for the confusion! Thanks, Brian Brian B [redacted] American Floor Mats###-###-#######-###-#### (fax)www.americanfloormats.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The size of your IT depertment and what they can or can't do is not my problemYou owe it to possible customers to fix your website and stop making excuses for poor managementI wanted the product as listed and confirmed on the order and your poor web design and softwareAs far as I'm concerned this matter will continue to go back and forth until you take some ownership and fix your issues Regards, [redacted]

As stated in the initial response, Customer was advised that if he is unable to take a digital picture and email the images to us or if he is unable to take a picture on his phone and email/text it to us that he could take a physical picture, have it developed and send it to us in the mail The [redacted] call tag numbers provided by Customer ( [redacted] , [redacted] and [redacted] ) were the labels that we issued for the initial mats to be picked up and inspected after Customer stated that he was unable to provide images Even though there were no physical/chemical/production issues with these custom mats, we still offered to remake the mats, given Customer's displeasure and sent out the new mats (again at our expense) After the mats had already shipped, Customer called asking to cancel the replacement At this point Customer still has the full set of custom mats Customer previously considered keeping mats but asked for a discount American Floor Mats offered a 10% courtesy discount for these custom made mats on 01/but Customer rejected the offer and demanded a greater discount On 01/Customer then stated that the mats were "salvage quality" - a point that had not been brought up at any time until that date On 01/ [redacted] again offered the 10% courtesy discount to the customer to try to placate the situation Again, customer rejected this offer

Customer had ordered this same product in the past and when this order arrived the goods were not to Customer's expectations Since no email was provided when the order was originally placed it made it more difficult to initially contact the customer regarding this issue Once goods were found to be slightly outside of the tolerance we offered to either remake the mats or help find another type of anti-fatigue mat that would better fit Customer's exact needs for this application, however, Customer wanted us to pickup the goods and issue a full refund The Customer Service agent consulted the Production Manager about the goods and the Shipping Manager regarding the return as well as the Accounting Supervisor about the refund and then, once receiving the approval from all departments, offered to have both mats picked up and returned to American Floor Mats at our expense and then had the full purchased refunded since this was Customer's wish and since he did not want to explore other matting options At this point in time the goods are returned, the full amount is refunded and, as the Customer Service agent offered several times, we're happy to assist Customer in finding the right mat for his particular application with product advice and sample materials (especially since Customer needs custom-sized goods)

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

From: < [redacted] > Date: Mon, Dec 22, at 10:AMSubject: Complaint # [redacted] To: [redacted] @myRevdex.com.orgGood Morning [redacted] , Complaint # [redacted] has been resolved and our company will no longer be needing the assistance of the Revdex.comThank you for your help - [redacted]

[redacted] of American Floor Mats reached out on two occasions since this complaint was received to try to resolve the matter amicably The first call was on Friday, 06/and a voicemail was left; the second was earlier today, 06/ No response was received by phone, voicemail or email as of the writing of this response.** [redacted] listened to the recorded call between [redacted] in the Sales/Customer Service department and Customer after receiving the formal complaint From the beginning of the call Customer was agitated and adamant about returning all items purchased and did not give [redacted] a chance to offer any exchange options or discuss return policies nor ask if Customer reviewed these policies before or after placing the order online (they can be found from any page of our website at: http://www.americanfloormats.com/terms/) Per the [redacted] tracking information, everything was produced and delivered in a reasonable time frame - all but one package was outside the return period at the time of the Customer's call Regardless, [redacted] again attempted to offer the exchange or return options but Customer interjected stating that "you [American Floor Mats] either pick up the goods and give me all my money back, or I will charge back this order." [redacted] again attempted to understand the reason for the return and offer a solution but Customer angrily stated "you suck at your job - get your manager." He then proceeded to hang up on ***.Despite all of this, American Floor Mats is still willing to waive the return period restriction if Customer wishes to return any/all materials assuming it is still unused and in resellable condition Additionally, we will waive the restocking fee (even though this is not a stocked product and is actually produced to order) - Customer simply has the return the goods to our GA plant where they came from and use Return Authorization # [redacted] Furthermore, if Customer decides he rather exchange the goods for another product or color, we would be happy to assist with this as well

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: From: [redacted] < [redacted] @***.com>Date: Thu, Aug 27, at 1:PMSubject: Re: Complaint Response ( [redacted] )To: [redacted] < [redacted] @myRevdex.com.org> [redacted] thank you for sending the reply from American Floor Mats LLCIn my initial complaint I felt the wording of the American Floor Mats LLC warranty was misleadingWhen their warranty states "All" desk chair mats are warranted against manufacturing defects as well as any breaking, cracking or splitting for a period of Ninety Nine (99) years from the date of purchaseThen, "Chair mats determined to have manufacturing defects will be replaced or repaired once"Three lines up from the bottom of the warranty page it states, "The customer is only responsible for any shipping charges associated with the delivery of the replacement chair mat, not the chair mat itself"I am on my third Desk Chair Mat in a period of less than seven yearsI admit I went with the upgrade and I felt at that time and still feel that the American Floor Mats LLC warranty information is misleadingThis is my interpretation of the warranty, when I read the first sentence and see that all Desk Chair Mats are warranted against manufacturing defects for a period of Ninety Nine (99) years from the date of purchase, I'm sold on the warranty deal and order a chair matThe last line of the first paragraph, "Chair mats determined to have manufacturing defects will be replaced or repaired once", there is no mention of wear and tearSeeing that my first replacement floor mat lasted as long a the original I would think it was wear and tear, not manufacturing defectsWhy would American Floor Mats LLC send me an identical Desk Chair Mat that was known to have manufacturing defects as a replacement? That's why I asked that the American Floor Mat LLC Warranty Information be rewritten in my initial complaintSince I did not respond within the allotted time frame, I'm at fault for thatI should have kept up with my complaint on a weekly basisI thank you [redacted] for your help today.Sincerely, [redacted] Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:I emailed and left voicemails, yet it still took them over a week to respond, so the lack of email being supplied is bogus Goods were slightly smaller? So you don't consider 25% to be significant? What a savings in materials it must be for you to rip off your customers by 25% each transaction Especially when you advertise 3-5% overall variances Yes, they offered to remake the mats but stated they couldn't guarantee the next batch would be within their state tolerances Only after going back and forth and finally advising them that I would be opening a dispute with my credit card company and the Revdex.com, did they finally cease holding my money hostage and agree to refund my money and pay for return shipping of their defective product After receiving this strong arm customer service, there was no way I was going to continue to do business with this company I don't need custom sized mats, I just needs mats that are advertised to be a certain size to actually be that size within a reasonable tolerance This has been one of the worst customer services experiences No worriesI have my money returned and ultimately didn't have to pay a 25% restocking fee or shipping Lesson learned and moral of the story is to never do business with American Floor Mats again This is not a reputable companycaveat emptor!
Regards,
*** ***

Customer ordered a particular thickness flooring. It was discovered that the wrong material was sent out. American Floor Mats originally offered to options to raise the floor and/or the matting purchased to align with matting already in place. Upon talking with Customer, the option
of either replacing the flooring received with the correct material or crediting Customer accordingly for the material actually received were discussed. Once Customer was aware of the full scope of the situation and the remedies offered by American Floor Mats based on the conversation, an amicable, win-win solution was reached between the two parties. At this point, Customer is satisfied with their flooring and the end result and how everything was handled and finalized with him

Stay away from this company! We ordered a sports rug as a xmas giftIt arrived late and was defectiveThey would not replace prior to xmasFor the price we paid they should have attempted to remedy the mistake asapThe customer service we received by American Floor Mats is by far the worst from any company we have ever dealt withThey would not get back to us, leaving us contacting them on multiple occasionsMy husband spoke to multiple people over the phone and couldn't have been treated worseThey did not return calls when they said they wouldThe company sent us a defective product but acted as if we were an inconvenience when we requested a replacementWe only got their attention when we requested a refundThey an employee named Hank telling us that they "can't draw blood from a rock", and "we do not want to deal with you so we are trying to get this replacement for you" when we requested a status update on the replacementThis company should be ashamed to have employees speak to it's customers that wayIf I could go back, I would have taken my business elsewhereIf this post saves just one person time money and frustration then I will be happyStay away! I would give zero stars if I could!