American Floor Mats

[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]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

We reached out to Customer to fully discuss the details of the Warranty program for the product purchased.  There was an initial miscommunication with the Customer Service Rep who handled this customer in regards to the replacement process - these mats are fully warrantied for 99 years and can...

be replaced as many times as needed.  In an effort to save the customer time, headache and money on having to constantly replace these mats, we recommend choosing a thicker version to prevent future cracks and replacement shipping costs (even the mats themselves are always free to replace).  Once Customer understood the full warranty (which is also available on the product page on our website) he was satisfied with the explanation.  In order to help ensure greater durability for future use, we are sending Customer the Premium thickness (thickest version of this product) even though the original order was for the Economy (thinnest version of this product) to help prevent against future cracks.  We are also shipping the replacement mat to Customer for free given the confusion earlier.  Customer is satisfied with resolution.

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 normal 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).

Customer purchased custom manufactured, clear plastic car mats directly on our website to fit her 2014 [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).

We apologize for the delayed response - we've attempted to contact the customer twice to resolve the issue before responding to this complaint.Customer ordered two mats with the expectation that they be delivered before a specified delivery date.  One of the custom design logo mats was...

manufactured, shipped and delivered before the delivery date.  The second custom mat did not arrive on time.Brian B[redacted], has called Customer twice, once on 09/22 and again on 09/24 and left messages both times to discuss the situation and find a viable solution to this issue.  (Although the second mat arrived late, the product is still a fully functional, custom made mat with Customer's logo that can be put into use).  We will continue to reach out to Customer to find an amenable solution for him.

American Floor Mats is a producer and distributor
of floor matting products and not large, tech-savvy corporation with a full,
in-house Information Technology department.  Instead, we have a limited IT
Dept that typically handles website ordering/processing, credit card
transactions, order/shipping email communication and the like.  Most of
the external website displays (including pricing, pictures, text and other
online customer features are handled by an outside 3rd party.  In an
effort to help initiate the update right away for this webpage and to address
Customer's immediate concerns, our internal IT Dept did what was little they
could do given their limited role/accessibility of the external website in
terms of making the "You
will be contacted with a Freight Quote for your approval before shipment of
goods" note more eye-catching and the adjusting the text on the red
free shipping popup to note that some of the heavy rubber products are excluded
from this promotion (as was pointed out in the first response along with
screenshots showing these updates that very same day).  As noted
previously, we always contact the customer before proceeding with an order
requiring a freight shipment of a heavy load and we have yet to receive any
other complaints in regards to this procedure - we (and our customers) feel
that this is an upfront and honest policy - we don't process the order nor
charge the credit card before the customer understands why the order needs to
ship on an 18-wheeler freight truck, knows what his/her options are and
provides written approval to proceed.  Clearly, if this was a frequent or
even sporadic problem, we wouldn't offer this product given the time and energy
of dealing with this complaint (not to mention that the order was cancelled and
thus no sale will come from it).

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 manufacturer.
Avoid American Floor Mats.

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
01/10 but Customer rejected the offer and demanded a greater discount.  On
01/22 Customer then stated that the mats were "salvage quality" - a
point that had not been brought up at any time until that date.  On 01/23
[redacted] again offered the 10% courtesy discount to the customer to try to
placate the situation.  Again, customer rejected this offer.

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.

Customer emailed the end of last week about a cracked replacement chair mat (the original mat cracked about 3 years prior and had already been replaced once through our warranty program).Lenny in our customer service office responded to Customer regarding the procedure, stating that the...

warranty coverage is for 99 years but that the mat is only covered for one replacement during that "lifetime" (whether the mat crack the first year, second year... or ninety-ninth year).As a courtesy to all of our customers, we offer a "reset" on the one replacement if the customer decides they want to upgrade to a thicker (heavier-duty) mat than what was previously purchased (plus they are only responsible for the difference in price between the thicker mat and the one that was already purchased and thus do not have to pay for the full cost of the thicker mat).Customer called after Lenny emailed and spoke with Nate in our customer service office, who explained the chair mat warranty program in detail - in particular the warranty period (99 years) versus the number of mats covered during that time (1 replacement vs 1 replacement and another courtesy replacement if upgrading to a thicker mat).The shipping charge is separate from the number/age of replacement mat and is calculated based on the size and weight of the mat and the shipping destination.  If the customer has their own [redacted] or [redacted] account, we are happy to ship using their account (and thus not charge any additional shipping).Customer called today and gave their credit card information to proceed with the upgrade to the thicker chair mat and thus take advantage of the additional warranty replacement.

From: <[redacted]> small; font-family: arial, sans-serif;">Date: Mon, Dec 22, 2014 at 10:23 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.com. Thank you for your help.
 
- [redacted]

[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]

On Saturday, December 28, 2013, Customer placed an online order for custom sized Deluxe Carpet Entrance Mats.  These mats were delivered on January 7, 2014.Customer called American Floor Mats the day the goods were received stating that the mats were “lopsided” and “crooked.”  As...

all our mats are inspected for quality before shipment, we asked the customer to email us a picture showing the areas of concern. Customer declined to send digital pictures (as well as taking physical pictures and mailing to us if he did not have a digital camera or a camera on his phone).Customer then inquired on the possibility of discounts to keep the allegedly defective mats.  Customer Service offered him an additional 10% discount.  Customer declined.We were now stuck - Customer was alleging the mats were defective yet we had no reason to believe that they were and yet he would not provide any images as proof.  Furthermore, he declined our offer to his request for a discount to keep the mats.At this point, after two additional phone conversations with Customer, we agreed to pick up his mats via a [redacted] call tag (at our full expense).  Additionally, we agreed to manufacture and ship a new, full set of floor mats – again at our full expense.After the replacement mats went out, Customer received an automatic shipping notification email with tracking information. Customer replied back to that automated email saying he wanted to “cancel” the order.  Apparently, in the meantime, Customer had made up his mind that the mats were of “salvage quality.”  Not once, among our tens of thousands of customers, has anyone described these mats as salvage quality.At this point, Customer now has the replacement mats.  His reasoning has now changed from the mats being lopsided and crooked to them being of salvage quality to most recently that they are not custom sized (because he notes they are not EXACT in size).  We of course clearly state these custom mats are approximate sized on every product page as well as in our Terms and Conditions (which state the natural shrinkage tolerance during the manufacturing process).  We clearly cannot make this customer happy.  There is nothing wrong with the floor mats that he still has.  He cannot identify any tangible problems with the mats other than his constantly changing qualitative statements.  He is still in possession of the mats.At this point, even after bearing the costs of a full set of replacement mats plus the costs associated with three shipping legs, we will stand by our original offer to give the customer an additional 10% discount (credit) on the order – as one last extension of customer courtesy.

Customer placed an order online on our website last Sunday
night, 08/31 at 8:16pm EST. 
The order consisted of 4 rolls of heavy-gauge rubber gym matting, each 28 feet
long and weighing a total 896 lbs.  Due to the size and weight of the
goods on this order, the matting must ship on an 18-wheeler freight truck (it
cannot ship via the Postal Service, [redacted] or
[redacted]).  Because our website cannot distinguish between goods/orders that
can ship via USPS/[redacted] and those that
must ship via a freight truck, we include a note on the webpage that explicitly
states, "You will be contacted with a Freight Quote for your approval
before shipment of goods."
Had Customer placed the order over the phone with American Floor Mats, the
sales associate would have clearly pointed out this shipping procedure and
provided a freight quote for the customer to approve before placing the order
(or, had it not been approved, the order would not have been placed). 
However, because Customer placed the order online, the system allowed the order
to go through without displaying any shipping charges. 
American Floor Mats was closed on Monday (Labor Day) and, due to high volume of
calls and emails over the long weekend, we were not able to follow up with
Customer until yesterday (Wednesday) regarding the shipping of these large
mats.  A voicemail message was left with Customer.  Customer returned
our call that evening and left us a voicemail that was not heard until today
(Thursday).  Customer also sent an email to the general email address ([email protected])
yesterday that would have been replied to within 24 hours had the
calls/voicemails not ensued.  Customer called this morning and spoke with
Daniel in our sales dept regarding the order.
Dan fully explained the procedures regarding how these oversized mats must ship
on a freight truck and thus the note on the webpage.  He also explained how these heavy-rubber
orders are never processed until (1) communication is made with the customer,
(2) the situation is fully explained to the customer and (3) the freight costs are
approved in writing before sending the order down to our Production Dept.
Additionally, Customer was told that these rubber mats are
cut to order and typically take about 5-6 days to produce before shipping
out.  Daniel also offered the weight and
dimensions of each roll to Customer if he wanted to verify freight rates and/or
wanted to ship with a freight carrier that he prefers or has an account with.  Customer did not want to pay the freight yet
wanted American Floor Mats to fulfill the order and ship the 896lbs of rubber
matting for free to his residence. 
Daniel than restated that this is not possible given the cost of the
goods and the shipping but, if the customer found a virtually similar product
elsewhere for a lower total cost (goods and shipping) he would sell to him per
our 110% Price Match program in an effort to provide him with a lower total
cost.  Customer stated that he found
similar total costs elsewhere for similar goods and shipping but did not provide
any specific examples in order to complete the price match.  Customer then asked to speak with a manager,
at which point he was transferred to Brian B[redacted].
 Brian spoke with Customer at length about the shipping
procedure with these heavy-duty rubber mats and the actions American Floor Mats
takes, both on the webpage and pro-actively contacting the customer for online
orders, before proceeding with Production. 
(Brian further explained to Customer that years ago the
matting was sold at a much higher price and then shipped for free regardless of
size, quantity or shipping location.  He
further explained that this program was changed about 3 years ago in an effort
to be more transparent with all customers and to not overcharge them when the
shipping costs may actually be less than the higher material price would
dictate (if, for example, the shipping destination was close by or the goods
were going to commercial location with a loading dock, etc.)). 
Brian stated that even though the note on the webpage regarding
contacting customers with a freight quote had seemed to work well for several
years he could understand how it may be overlooked by someone quickly looking
at the webpage before proceeding to the checkout.  He agreed with Customer that the note could
be made a little more eye-catching and said he would follow up with the IT Dept
to see what could be done (since, as previously mentioned, the site is unable
to distinguish in the checkout between orders/goods that need to ship on
freight truck and those that do not). 
Since the conversation earlier this afternoon, our IT Dept has added a
boldfaced heading to this note (see attachments of the product page before and after this update.  You can
also see it at the bottom of the product description on the right hand side, live
on the webpage at http://www.americanfloormats.com/everlast-gym-mats-roll-matting/
as well as the red free shipping popup image attached to this email or by
clicking it on the top right of the same webpage).
Customer then stated that his credit card was charged.  Brian explained to him that the card was
authorized (and how this happens with every transaction online and in person,
be it a restaurant, retail store or anywhere else a credit card is used for
payment).  He explained that the card was
authorized, meaning the card was verified to be in good standing, not stolen
and had sufficient funds to pay for the goods should the card actually be
charged but that it had not been
charged (and would not be charged until a written approval was provided as
outlined above).  Brian also explained
that Customer could call the 800-number on the back of the card and verify with
his credit card company that this was, in fact, the case.  Brian even offered to give Customer the
transaction ID to be absolutely sure when talking to his credit card
company.  Customer did not believe Brian
but did not want the transaction ID nor did he say that he would call the
credit card company (even when Brian stated he would wait on hold for him to do
so).
Customer again stated that the order must be fulfilled and
the goods shipped for free.  Brian said
that given the cost of the goods and the cost of shipping, this was not
feasible.  Customer then said that during
our conversation he had already completed the online forms to proceed with this
matter via the Revdex.com.  At that point, Brian
stated that he felt the conversation was becoming circuitous and that it did
not appear to be productive to continue discussing the matter.  Both parties agreed to end the
conversation.  The order was cancelled
out of our system entirely (again, without any charges to Customer’s credit
card).  (See attached cancellation
verification on Customer’s account page.) 
Additionally, the authorization was voided (still without any actual
charge to Customer’s credit card).

we went to American floor mats because we wanted to buy 4 new outdoor mats,we also wanted them to be American made.when we got the mats they had a tag on them saying made in India. When I called about the mats not being made in American they laughed at me and asked for me to send a copy of the label for the product they sell.when I told them I wasn`t sure if I wanted to keep them and asked for a label to send them back they said they would get back to me via e-mail and we are still waiting. buyer beware that when they do not list were their rugs are made call and ask. unlike the name not everything on the site is American made

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If 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 problem. You owe it to possible customers to fix your website and stop making excuses for poor management. I wanted the product as listed and confirmed on the order and your poor web design and software. As 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]

Customer placed an order for a custom-sized Premium Wood Chair Mat on 06/24 over the phone.  At the time, a free shipping promotion was running that was intended to cover orders placed via the website as opposed to those placed over the phone, though our Advertising Dept did not make this point...

clear on the details of the promotion.  The order was confirmed and placed over the phone and then a confirmation/receipt email was sent to Customer.  Customer emailed us at [email protected] after receiving the order confirmation email.  The stipulations of the promotion were reviewed with Customer and, due to the confusion, the full shipping cost was credited to the customer.  This update was internally sent to our Accounting Dept, who takes about 3-5 business days to make any financial adjustments to any order.  The full credit was issued accordingly.  Customer called on 07/01 to check on the refund status and was told by [redacted] in our Customer Service Dept that the refund was completed the previous day and cleared that day, 07/01.  A copy of our refund receipt as well as the credit card processing transaction detail is attached to this response.  American Floor Mats strives to be up front and honest with it's customers and make all company, product and promotion specifications as straight forward as possible.  After this issue, and to be equally appealing to all customers, American Floor Mats has opened up this promotion to all orders placed both online and over the phone.

Customer placed an order with American Floor Mats on 01/16/14 for two mats in a different color/material than what was originally found elsewhere and requested on the price match.American Floor Mats was able to make the mats in the new color requested but not in the ECO (100% recycled...

material) version.  Production did not notify this salesman until the beginning of February when the order reached the front of the order queue.  Once the salesman found out, he then emailed Customer to notify her that the mats could not be made but did not provide the full explanation as to why it could not be done.  American Floor Mats emailed again on 02/18 stating the color could be made but not in the ECO version and that we can cancel the order and provide a full credit.  Customer called late in the afternoon on 02/20 inquiring about the status and asked for a manager - one was not available then but one did call back the following day.  He explained the mats could not be made and offered a refund (but again did not provide the full explanation as to why they could not be manufactured).  The customer was credited in full later that day.Brian B[redacted] called the customer on 03/14 when the matter came to his attention.  He found out from Production that the reason the order could not be fulfilled is that the 100% recycled version was not available in the Dark Brown color the customer wanted and was only feasible in a handful of colors (including the one that the customer originally called about for the price match) - all of this was relayed to Customer via phone; customer was thankful to have a full explanation as to why the mats could not be produced as requested.During the call, American Floor Mats offered to mail the customer color samples available in the ECO version as well as the colors that are available in the regular version so that Customer could choose a version/color combination that is doable.  Brian B[redacted] followed up with a phone call on 03/25 to confirm receipt of the color samples.  Customer was thankful for the samples and decided the Dark Brown color (non-recycled version) was her first choice.  Brian offered to sell her the mats at American Floor Mats's cost and ship the goods for free given the situation.  Customer was grateful for the offer and decided to proceed with the order for (non-recycled) Dark Brown mats.Customer is happy with situation/outcome and is now better informed about the color/version limitations.  All the sales staff were informed of this limitation as well and a new communication tool was designed for Production to more easily inform the sales and customer service departments in the future.

[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.  We have resolved this particular issue, however the website needs to remove their misleading banner that states that ALL FLOOR MATS receive FREE SHIPPING.Otherwise, they'll be allowed to bait and switch over and over, with the occasional settled complaint with individual customers via discount. The misleading banner offer must be removed from their site.
Regards,
[redacted]