American Floor Mats

We're sorry that the Customer had a bad experience with this particular order. We do, in fact, carry the two different thicknesses (9mm vs 8mm) on two different product pages and there was a simple mwhen the order was processed and sent down to Production for manufacturing - (http://www.americanfloormats.com/rubber-roll-matting/) and (http://www.americanfloormats.com/8mm-rubber-roll-matting/). Of the 2400+ products we sell the only or so items that are not included (and have never been included in any free shipping promotions have been the heavy-duty rubber gym matting due to their substantial weight and difficulty and expense of shipping, often on an 18-wheeler freight truck). There are notes on the product page, shipping icon, newsletters, email blasts, promotional material and even on order confirmations that, in effect, say that these products are not part of any free shipping promotions and that the customer will be contacted with a freight quote before their card is charged, before anything is produced and before the order is finalized. It would only waste our customers time and lead to frustrations if we weren't proactive in the shipping procedures with these rubber gym products. We often have customers who will email/call us before placing orders to obtain shipping quotes, ask about delivery options and verify total costs before even placing an order. Again, we don't want to make things more difficult or confusing for customers nor do we ever intend to mislead anyone. We're sorry this order ended up the way it did and the Customer had the experience he had

Customer received a mat that had been slightly damaged during UPS delivery due to extreme cold temperatures. When Customer called in regarding this issue, American Floor Mats offered the customer a sizable discount to keep the goods if that would work for her and she would find that solution
satisfactory. Alternatively, we offered to replace the mat with a new one at no cost to Customer. Customer also sent pictures of the slight crack/abrasion that occurred during shipment to show the extent of the damage. We were waiting on a response from Customer to find out if she wanted to keep the matting at a discount or get a free replacement. Given the comments below, we're happy to proceed with a simple return. The full amount charged to her card has already been refunded to her card and we will arrange a pickup of the goods shortly (and covering the shipping costs, of course). Should Customer want a replacement mat at any point, we'd be happy to explore that option again with her

Customer unfortunately received a personalized door mat that was not produced with the correct specifications due to a manufacturing issue with the machinery used to produce this product (that was discovered after this order was produced and shipped).Because this problem was still present,
the Customer Service agent at American Floor Mats did, in fact, tell Customer that if we remade the mat it would likely come out similar to the one received since the problem was still persistent (ie, the replacement mechanical parts had not yet arrived). In the meantime, the Customer Service agent was in frequent contact with our Production Manager as well as the head of Quality Control to find out all the facts including when the machinery would be fixed (which it since has been). Gathering the information from the different departments (and the replacement parts manufacturer) took a little longer than expected and thus it took him longer than to respond to Customer questions.Given the situation, the Customer Service agent suggested a different product which had a similar look but was more commercial-grade. Customer liked the alternative product and agreed it was a viable alternative. At this point, the replacement order for the new personalized door mat has completed manufacturing and is already en route to the customer to deliver tomorrow. The customer will end up with a better mat than previously selected and it will last longer (and not cost the customer any more money).We apologize for the slightly longer than response times for this situation but believe Customer is happy with the alternative mat and, ultimately, with the resolution to this issue

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me While I disagree with some of the wording that they used in their reply, I am indeed ultimately satisfied in the outcome
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me I want to thank Alex for his quick response time upon return from his vacation.
Regards,
*** ***

These bathroom mats shipped out to Customer on 08/via *** Ground with tracking # ***.The package was shipped to the exact address provided when the order was placed online by Customer(We are sure about this since addresses are automatically imported to make the *** shipping
labels).*** accidentally misdirected this package to a different location. When Customer contacted us regarding this issue, we verified that the label made for this package included the correct address and, once this was verified, our Shipping Mgr contacted *** to consult with them. *** confirmed the mistake they made and corrected the delivery address in their system and now has the package re-routed to the correct address.The package is scheduled to deliver today, 08/- please see attached *** Package Info form

[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: ***
I am rejecting this response because:
The Internet page and flyer we received clearly stated free shipment on all ordersWhen I completed the order it still showed free shippingTo have something that catches the customers eye with this type of offer is deceiving and I feel lying to the customerI was told there was no way for them to calculate shippingThat is not acceptable in this businessA statement that you will be contacted for freight charges when you are completing the order would advice customers that additional cost will be comingI believe they are lying to attract businessThis practice should be stopped immediatelyI don't want the product from this Company if they operate like thisThey need to update their website immediately and send out apology letters to everyone that was lied to
Regards,
*** ***

I purchased some car mats from them, afterwards I looked online at their reviews, read some complaints about the mats stinking, so I called and talked to customer service and they said the mats don't smell after a few days They said if I wasn't safisfied with them I could return them Well let me tell you they stink, smell foul I put them out in my garage for the first night thinking they might get better, only thing that happened is my garage stinks now So I put them outdoors in the back of my pickup The next morning their were two turkey vultures walking around my truck So I called back yesterday for a refund and customer service told me they were custom order and they couldn't be refunded So all I can do is throw the mats away Poor customer service

We're sorry to hear that Customer is not happy with these car floor mats.All of the car mats we carry are manufactured based on the contours of the floor of that particular vehicle (year, make, model and any features) and in accordance with the latest government mandates and are produced (ie, custom
cut) to-order at the time the order is placed. In this case, these tan colored rubber car mats were produced to fit a *** ***.Unfortunately, given all the year, makes, models, materials, colors, etcthere are literally over million combinations of car mat products and thus not a product line that can feasibly be inventoried on a shelf (and thus the custom, made-to-order nature of the product). Therefore, we really have no use for it ourselves were it to be returned.There are two notes on the order page where Customer placed order - one offering free color samples in the actual material so customers can view the color, material, thickness, pattern, etcbefore ordering, and the other note says that these mats are manufactured to order and not returnable. (This is also stated in our Terms and Conditions, which can be found at the bottom of every page).After discussing the situation with the customer, we both agreed to a replacement set of mats at a discount. Customer is satisfied with the resolution

We contacted Customer to discuss what happened during her interaction. We determined that she had, unfortunately, dealt with an employee who decided to pull a 'prank' on his second to last day with the company before leaving. Brian B*** assured her that her experience was inexcusable
and American Floor Mats would issue a credit (which was done the same day) and send *** the following day to pick up the carpeted surface designer chair mat. Customer was thankful for the call and explanation as to what had transpired as well as rectifying the the overall situation

Customer ordered a custom size/shape anti-fatigue kitchen mat. Due to the size and configuration multiple pieces of material needed to be seamed together. Unfortunately, the adhesive did not properly cure and after the mat was packaged for delivery, it started to come apart during
transit. Unfortunately Alex, who helped Customer with design, quoting and placing the order was out of town the Thursday and Friday that Customer reached out to him. Upon his returned he contacted customer and asked if a replacement mat could be made for her (at no cost) but she instead wished to have the full purchase amount refunded. Upon hearing this, he spoke with the Production and Accounting supervisors on her behalf and got this request approved. The full amount has been refunded to her credit card. Customer is satisfied with the resolution

[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 ***, and find that this resolution is satisfactory to me I do suggest that they change their web site to state that this particular mat is 20" x 32" and not 2' x 3' as currently advertised
Regards,
*** ***

Customer ordered a premium thickness Chair Mat-Carpeted
Surface directly from our website on Monday, 04/at approximately 3pm
ESTThe order was processed that afternoon and sent down to Production
to start the manufacturing the following morning, Tuesday, 04/The
order was completed
on Thursday, 04/and shipped out on Friday, 05/
via *** from the East Coast and arrived in California business days later; an email with tracking was sent to Customer once the mat shipped out.What was ordered (as displayed on the website) was exactly what was shipped to Customer in terms of the size, color, shape, thickness, material, pattern, edging and overall construction. We do, however, contract a third party from time to time, to manufacture specific materials that we do not produce fully in house. In this case, we do handle the custom cut chair mats but employ another firm to produce the raw PVC sheeting and, in the case of standard sizes, cut and bevel it down for usOur 110% Price Match Guarantee is displayed on every page of the website
and instructs the user to 'click for details' to view the few
stipulations for the program, including the one that states, "You must
notify us of the request either before the order is placed or within
days from purchase date."We do charge a restocking fee for goods that are returned to us, as we
are only able to store raw goods and do not have the capacity to inventory
finished goods; instead all of our mats are made to orderBecause of
this we charge a fee if the goods are returned (vs exchanged for
something else) and we need to either recycle, scrap or donate the
returned items since we are not able to stock finished mats(With all
the different materials, sizes, colors, thicknesses and patterns, we
have over million combinations of mats and can't possibly store mats
for potential resale at a later date). If a customer contacts us wanting to return or exchange mats they
purchased, we are always happy to discuss the situation with them to
find a happy resolution for all involved. In this instance, we offered Customer a 5% courtesy refund to keep the existing mat and, if he wanted to return it, we would fully waive the restocking fee.In general, we NEVER try no intend to confuse or mislead customers. The other vendor who offered this product had a 'full price' of $99.00, which was higher than our standard price and currently still has a 'sale price' of $65.99. Given the situation, the confusion with the price match, and our desire to make the situation right (and satisfy our customers expectations), we are happy to fully honor the 110% price match ($less $= $times 110% = $43.57)

[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: ***
I am rejecting this response because: Concerning the response of American Floor Mats to my complaint let me add a few important details that American Floor Mats "left" outFirst of all I could not take a picture of the mats, which according to your order were all "custom", because I do not possess that level of technology. That is why they were sent back ! Your statement "customer declined" sounds like I was trying to hide somethingIt's American Floor Mat5s that should be ashamed shipping those items ! In any caseALL the mats are in your possessionAfter they were picked up I notified your Company on the on line after hours evening customer service rep that I did not want anymoreAgain it was after traditional business hours and your employee, ***, who by the way, was the only decent person there who tried to help me, was not availableI gave my customer order number and requested not to be sent anymore matsSeems pretty simple...but I received a notice from *** that more were boing delivered ! In my worldwhen you give a Company tries to get an order right and they can't it's time to move on to a place where they get it right the first timeYou after hours web chat person said there was nothing he could do to stop more mats from being delivered because they were already in transitI then contacted *** and cancelled that orderThey were returned to American Floor MatsLittle did I know that another shipment would again be sent, without my knowledge, since I made it clear I did not want anything more to do with American Floor Mats and the type of "quality"" I experience from your Company of my "custom" orders. I have repeatedly identified the problems with the mats, not cut to custom ( made to order) size, lopsided for some, NOT one of the five mats was correct ! If you cannot do custom orders ( again the definition of custom is made to order from the customer) you need to state that clearly and not mislead the publicI can go to *** ***, ***, *** *** and get a mat that is cut correctly...example,x 6, xif that is what I wanted You mention that I cannot identify the problem with the mats...check the 11 e mail I have sent starting with the first day I received the order ! The mats that were delivered, without my knowledge and again after repeatedly stating I did not want any more are still sitting in the unopened box, waiting for a call tag to return themThese mats are terrible and I call them salvage qualityI should have checked the previous customer reviews for your product on the web to see wht people are really saying...I only wish I had done that FIRST before spending close to $for mats that should be an embarrassment to sell !
Regards,
*** ***

We reached out to Customer, as we do not have any record of calls or any emails received from him. We talked to Customer today who explained their issue and we discussed ways to rectify it. We decided to also send Customer a sample of a similar product that may work better for
them. Customer was pleased that we reached out and looks forward to finding a viable solution

Customer received mats cut from material that was later found to be defective. American Floor Mats has had multiple discussions with Customer to find out how to best resolve the matter. The order will either be credited in full should Customer not wish to pursue any other matting options
or, if they choose a different product based on the samples requested (sent, and received), the amount paid will be fully attributed to any future order(s) so as to be made whole. Customer is happy with communications and samples sent and is currently deciding how best to proceed

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, 970 would appear as 1970 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 [redacted]'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 [redacted]'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 [redacted]'s factory in CA. We are happy to ship these mats back to Customer.  Alternatively, we can send the customer color samples (of the 970 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.

Customer purchased a chair mat on 03/18/2008 with a warranty that included 1 replacement within a 99 year period.  (This warranty document has always been posted to the product page on our website for new and existing customers to review).This original mat cracked and, per the warranty, the mat...

was replaced when Customer contacted us on 02/25/2013.  Customer contacted us again last week stating that the replacement mat cracked.  We offered to replace this mat with a thicker version that would be more appropriate for Customer's particular carpet & pad and, as a courtesy, Customer would only need to pay the difference between this thicker mat we suggested and what was originally paid when the first mat was purchased.  However, Customer wanted to have the current mat replaced again with the same product that had cracked twice.As a further courtesy to Customer, we replaced the mat again with the same item originally purchased even though the the stipulations of the warranty were already fulfilled.  Customer is satisfied with the outcome.

Customer purchased a product on the American Floor Mats website. There 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 way. If 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 promotions. Also, 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 3 heavy rolls of matting totaling 360 lbs. When 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 finalized. We work with 22 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 up. Furthermore, 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.

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.