American Floor Mats

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, 2014 at 11:58 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 again.
Thanks,Brian
 
Brian B[redacted]American Floor
Mats###-###-#######-###-#### (fax)www.americanfloormats.com
On Wed, Aug 20, 2014 at 2:37 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, 2014 at 2:08 PM, awillhelm wrote:Brien,   
     The mat has never been unpacked, and is ready for pick up at
any time.
    Thanks,  [redacted].




On 8/20/2014 12:50 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,
08/10 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

[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, 06/20 and a voicemail was left; the second was earlier today, 06/24.  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 [redacted].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.

From: [redacted] <[redacted]@[redacted].com>Date: Thu, Aug 27, 2015 at 1:35 PMSubject: Re: Complaint Response ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>[redacted] thank you for sending the reply from American Floor Mats LLC. In my initial complaint I felt the wording of the American Floor Mats LLC warranty was misleading. When 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 purchase. Then, "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 years. I admit I went with the upgrade and I felt at that time and still feel that the American Floor Mats LLC warranty information is misleading. This 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 mat. The last line of the first paragraph, "Chair mats determined to have manufacturing defects will be replaced or repaired once", there is no mention of normal wear and tear. Seeing that my first replacement floor mat lasted as long a the original I would think it was normal wear and tear, not manufacturing defects. Why 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 complaint. Since I did not respond within the allotted time frame, I'm at fault for that. I should have kept up with my complaint on a weekly basis. I thank you [redacted] for your help today.Sincerely,[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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: Again facts from American Floor Mats. No picture was taken by me. As stated numerous times...I cannot do that with my lack of technology. I do not even have any kind of camera. My word should be good enough, as a consumer, if  a product  I ordered is not up to my minimum standards. Why is American Floor Mats making a big deal of no pictures ? They HAVE all the mats in  their possession, they can see for themselves the lack of quality.  [redacted] tags listed are for ALL original mats first sent returned to American Floor Mats. I do not have any of the original in my possession, I do have as stated  many times the two boxes that were sent after I found out that I was being sent more mats and  I cancelled the order 3 times and American Floor Mats  kept sending them to me, in spite of the CANCELLED  request.. As stated in yesterdays response, I  did not and do NOT want them ! As stated again in yesterdays response, I have asked for  call tags to be sent to pick them up !  ( see e mail dated 1/22/14 to American Floor Mats.) Since these boxes have never been opened I do not know how many mats are in them, nor do I care ! The discount of 10% to keep these mats  surely is a joke ! I stated to [redacted] Han in my phone conversation on 1/8/14 that the mats I received were "salvage" quality. I just didn't make up that word on 1/23... Please check your e mails  to and from [redacted] Han and me and your on line chat person and also the telephone calls to [redacted] for accuracy in what you ( American Floor Mats) are saying about me in this whole mess !! Again I spent close to $550.00 for mats that should be in a salvage store, or better yet, American Floor mats should donate them to Goodwill or the Salvation Army store, at least that way they can get a tax write off.
Again my biggest regret in this mess, is not checking the web sites for numerous customers who have also voiced their  opinion on the poor quality of the products that they ordered from American Floor Mats, but also the  very poor customer service  given them in response to voicing their concern about the "lack of quality" which they, like me ordered in good faith from American Floor Mats.
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 Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
From: [redacted] <[redacted].com>Date: Thu, Aug 27, 2015 at 1:35 PMSubject: Re: Complaint Response ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>[redacted] thank you for sending the reply from American Floor Mats LLC. In my initial complaint I felt the wording of the American Floor Mats LLC warranty was misleading. When 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 purchase. Then, "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 years. I admit I went with the upgrade and I felt at that time and still feel that the American Floor Mats LLC warranty information is misleading. This 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 mat. The last line of the first paragraph, "Chair mats determined to have manufacturing defects will be replaced or repaired once", there is no mention of normal wear and tear. Seeing that my first replacement floor mat lasted as long a the original I would think it was normal wear and tear, not manufacturing defects. Why 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 complaint. Since I did not respond within the allotted time frame, I'm at fault for that. I should have kept up with my complaint on a weekly basis. I thank you [redacted] for your help today.Sincerely,[redacted]        
Regards,
[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]

Review: I purchased a Waterhog Masterpiece commercial-grade mat 8X10 from American Floor Mats. It was my understanding that when I purchased this mat 3 1/2 years ago that the mat warranty on the date of purchase was for life. I provided American Floor Mats with photos of my mat that specifically displayed fading, border separating and the blue weave separating to white materials.Desired Settlement: Free replacement

Business

Response:

On Monday, 10/19/2009 Customer

purchased one 3' x 8' Waterhog Masterpiece mat. He

contacted us last week stating that the mat was experiencing normal wear

and tear after 3.5+ years of use in an exposed, outdoor environment.

There is a warranty on these mats for a period of 2 years (See

attached).

On

Wednesday, 05/29/13 the situation was

brought to the attention of [redacted] of American Floor Mats. He

contacted Customer and, as a courtesy, he let Customer know

that American Floor Mats is sending out a free replacement.

Customer was appreciative of the call and for the

replacement even though it was outside the warranty period. The

situation is now resolved with Customer.

Consumer

Response:

From: <[redacted]>

Date: Wed, May 29, 2013 at 9:30 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

The issue has been resolved to my complete satisfaction.

Review: I purchased 5 custom order mats from American Floor Mats. I spent OVER $550.00 for this purchase. My expectation was that since they were "Custom" they were "made to order to the size that I submitted" since that is the definition of custom. EVERY one was in error !! Some were cut at an angle, some were short,some were long, and the quality of EVERY one was very poor. I could buy a better quality mat at [redacted]'s and [redacted]. After buying five, and seeing the lack of quality in the product,I decided to return them. [redacted] the CSR, the only helpful person there, sent me return labels. After shipping them back, I said I wanted a refund and no more replacements....to this day, I have boxes of replacement mats at my house, but no refund ! I have no intention of using them,I told American Floor Mats CSR to send shipping labels and I will be more than happy to send these back. To this day, I have no shipping labels. They couldn't get 5 orders right the first time, I think it's time that I find another pl[redacted] that can do the job. FIVE time is enough!! All I want is a FULL refund and certainly no restocking fee. The only pl[redacted] these mats should go to is a donation to the [redacted] or a salvage store.Desired Settlement: Full refund and certainly no "restocking" fee.

Business

Response:

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.

Consumer

Response:

[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]

Review: [redacted]

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" out. First 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 something. It's American Floor Mat5s that should be ashamed shipping those items ! In any case. ALL the mats are in your possession. After they were picked up I notified your Company on the on line after hours evening customer service rep that I did not want anymore. Again it was after traditional business hours and your employee, [redacted], who by the way, was the only decent person there who tried to help me, was not available. I gave my customer order number and requested not to be sent anymore mats. Seems pretty simple...but I received a notice from [redacted] that more were boing delivered ! In my world. when you give a Company 5 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 time. You after hours web chat person said there was nothing he could do to stop more mats from being delivered because they were already in transit. I then contacted [redacted] and cancelled that order. They were returned to American Floor Mats. Little 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 5 "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 public. I can go to [redacted], [redacted], [redacted] and get a mat that is cut correctly...example,4 x 6, 3 x5. if 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 2 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 them. These mats are terrible and I call them salvage quality. I 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 $550.00 for mats that should be an embarrassment to sell !

Regards,

Business

Response:

Review: I have ordered floor mats for my salon from American Floor Mats 3 times before and had no problems. You simply scroll down the dimensions of the mats until you get to the size you want, click on it, click the color and click on how many you want. Then you simply continue through the checkout, place your order and promptly get a confirmation email.

On 2/17/13 I placed my 4th order in 2 years for two 5'x5' salon mats without cut-outs, conformation order# [redacted], totaling $327.26. I received a phone call from [redacted] representing American Floor Mats on 2/19/13 telling me that they were really sorry but they were not going to honor my order because they lose money on my orders. He said because the mats required splicing to make the size I wanted they lose money on me. [redacted] was very apologetic about the fact that they meant to change their website after my last order but it slipped by them before I placed my next order.

I told [redacted] I understood their dilemma and losing money is no fun at all but it was not my problem and they needed to do the right thing and honor the order at the price I was given on their website. I told [redacted] that I would just have to pay the almost doubled price he now said they would be the next time I ordered mats.

When [redacted] said that he still could not honor the order I asked to talk to the manger. [redacted] told me he will not honor the order either and I would be wasting my time. I insisted and [redacted] came on the line. [redacted] was blunt and simply said they would not do it and told me he was "going to hang up now" and did. A few minutes later [redacted] called back and apologized for [redacted] hanging up on me. [redacted] said [redacted] does not work with the public much.

I felt bad for [redacted] but I still asked to have the company owner contact information. He again told me it was not going to help and that I would really be just wasting my time. He apologized again but he would not give me the information I was asking for. He did say they were willing to give me a 20% discount and that I should not forget they always have free shipping too!

By this time the entire conversation with [redacted] was so comical I was laughing out loud. I told him it should not take too much searching on my part to find the information and [redacted] again said I would really just be wasting my time. I told [redacted] I did not blame him and I knew he was just the sales rep doing what he was told to do.

When I found out the company was owned by a [redacted] I thought..hum..could [redacted], the manger that really does not work with the public much, be the company owner [redacted]? Interesting coincidence.

I sent an email to American Floor Mat telling them I would file a complaint against them with the Revdex.com over their false advertisement.

I have also been able to find the exact same product at a slightly higher price than I was originally getting from American Floor Mat.Desired Settlement: I think what American Floor Mat did was really bad business and if they are going to go so far as to make the statements they do about their commitment to the customer on their site, you owe it to yourself to check out their 'about' page, they should get some sort of reprimand from the Revdex.com.

I think an appropriate compensation would be that American Floor Mat be to refund to me in a check the difference between what they said the price of the mats would be and what I paid for the mats at a different mat company. I paid $352.80 at another company so the difference would be $25.54.

To date you can still order on their site the size mat at the price that they would not honor to me but now only in black. I had ordered them in Sandalwood. Still..not my problem..they advertised it in colors and I got it Sandalwood 3 times before.

Business

Response:

On Sunday, 02/17/13, Customer placed an online order for two 5' x 5' salon mats without the standard cut-out for the salon chair base (which was feasible due to a malfunction with our website).

[redacted] in our sales office called Customer on 02/19/13 indicating that although she was able to order this item online, it was not available. In order for us to make this item, it would require custom manufacturing (and the cost for doing so would be more than what was displayed online for the standard style). Customer indicated that she should not be responsible for this error and American Floor Mats should cover the additional costs associated with producing the custom mats. [redacted] stated that unfortunately that was not feasible. Customer asked to speak with a manager and [redacted], our Operations Manager, explained the reason the mats could not be made from the manufacturing prospective. [redacted] indicated that the conversation went in circles and eventually told Customer that he could not continue to offer the same reasons and would have to end the call with her. [redacted] called back and apologized again for the situation but said there was nothing that could be done besides offering a discount on these custom made mats. Customer did not want to proceed with the discounted custom mats and thus the order was cancelled.

On Friday, 03/29/13 the situation was brought to the attention of [redacted] of American Floor Mats. He contacted Customer, apologized for the experience and let Customer know that this would be handled internally so as not to happen again. Customer was quite appreciative of the call and was glad to know the matter was being addressed. Customer had already purchased similar mats elsewhere for a higher price. Although Customer politely indicated it was not necessary, [redacted] offered compensation to Customer to cover the cost of the higher priced mats given the aforementioned situation. The situation is now resolved with Customer.

Consumer

Response:

[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.]

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,

Review: I spent nearly $93 on a chairmat. Their website claims their chairmats are so good that they have a lifetime warranty, and so, I assumed they were good quality.. But when I received it, it was just a cheap chairmat. The wheels of my chair make indentations on the mat, and then the wheels get stuck in those holes. And when you try to roll the chair, it goes down into other holes previously made. It is CHEAP and nowhere near worth $93. I contacted the merchant two days after I received it and asked for a refund. They said ok and they would issue a credit to my credit card. And then to return the chairmat, at first they said I had to pay the shipping costs plus a 25% restocking fee. When I refused, the CSR ([redacted]) said ok, that they would waive the restocking fee and pay for the return shipping. Then **. [redacted] sent me an email telling me that they waived the restocking fee, but that I would have to pay for the return shipping, and that the only way they would issue me a credit was to deduct the $93 from another purchase from them. That is outrageous. Furthermore, in his email, **. [redacted] stated that he and I had discussed these things on the phone and that I had agreed to them. That is a bold lie. This whole thing is shocking.Desired Settlement: (1) I want the $92.78 credited to my credit card immediately. (2) I want them to send me a prepaid shipping label so I can return the cheap and defective chairmat. and (3) I want **. [redacted] to keep his promise to waive the 25% restocking fee. PLEASE NOTE: I will not accept a credit against a future purchase, as I have no intention of ever buying anything from them again. Thank you.

Business

Response:

[redacted] of American Floor Mats spoke with Customer earlier today to explain the material, thickness and quality of the chair mats as well as find an amicable resolution to concerns raised by Customer. Upon discussion with Customer, both parties agreed that Customer would ship the mat back to American Floor Mats and that we would credit Customer the full price of the mat and the shipping cost to her as well as the shipping cost back to us as a courtesy to resolve the situation. (For reference - All previous email correspondence with Customer is copied below.)

---------- Forwarded message ----------

From: [redacted] <[redacted]>

Date: Mon, Nov 4, 2013 at 10:04 AM

Subject: FW: American Floor Mats Order #[redacted] Has Shipped

To: [redacted]

Best regards,

www.americanfloormats.com

[redacted] F [redacted]

Review: On November 5, 2014 I placed a $1,348.48 order with American Floor Mats for our dealership. I personally spoke with George Carbonell from the Sales Department who provided me with what should have been expert advice on which mats would suit our needs the most. We were told we should expect the floor mats to be delivered in 7-10 days, and then almost a month later we finally receive these mats because the company "had an overwhelming amount of orders." Not impressed.

Only after a few days of laying out these mats, one of George's recommendations proved to be faulty when employees began tripping over them because they kept bundling up from the amount of traffic, of which he said it could withstand.

I then called American Floor Mats with my complaint and demanded to have these mats shipped back and in return send us the '[redacted]' brand mats that we know will meet our needs. Hank Han, the representative I spoke with said they cannot refund these mats since they were a custom size. I explained how ludicrous that is since we were personally guaranteed they would meet our needs, and especially since our company has already done a fair amount of business with them. In response to my statement, Hank then says I can email him images of the mats to see if there is a defect since they should not be bundling up.

After emailing Hank the images, he informs me that the mats are indeed faulty and that American Floor Mats will issue a pickup and full credit for both mats upon receipt of the two defective Deluxe Carpet Mats, and that I could place the new order for the [redacted] Classics now or wait until after I receive the credit for the defective mats. At this point, I was very impressed with the level of customer service I had received... Until 14 days later when we are still waiting for FedEx to come pick the faulty mats up.

After days of Hank and I going back and forth on email asking about the call tags, he finally said on December 11th that he'll "get Production on the line and make sure they did in fact get that taken care of." That availed no followup of his findings from Production, so I decided to call American Floor Mats to speak with a manager. I was put on hold for about six minutes while they tried to find one, but "no manager was available at the time." I then requested to please be transferred to one of their voicemails and another two minutes later I was finally transferred. The voicemail however had no greeting on it, so I'm not even sure if I was actually transferred to a manager's voicemail.

Two days later and no manager has responded and I had to follow up with Hank, again, to see what the status was on the FedEx call tag. His reply on December 17th was "Not sure why Production has not yet issued the call tag. I'll follow up with the tracking information on the call tag as soon as possible." Never once in any of his prior emails did he mention providing 'the tracking information on the call tag' and I cannot help but believe I am being stringed along. We are 15 days out from the initial complaint and no headway has been made.

Earlier this week I decided to read the other reviews about this business on yelp.com, and one lady had a very similar experience where she sent her defective mats back, and they kept her $400 and never gave a refund. We are hesitant to now send our mats back for fear of a repeat happening to us.Desired Settlement: We would like for a manager to please contact me via email ([redacted]) and explain what the hold up is, and take care of the issue. Once American Floor Mats does receive our two faulty mats, we expect prompt action to be taken to credit us back and ship the [redacted] Entrance Mats to us as promised. Thank you.

Consumer

Response:

From: <[redacted]>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]

Review: I have ordered a personalized coco door mat for my office from American Floor Mats, and the item that I have received looked different from its advertisement.

The website says that "Your name is dyed into the mat for long-wearing durability yet these personalized coco mats remain tough on dirt and moisture" which is not correct. I was shocked to see when I opened the parcel that some parts of the color border were already faded.

The photo of the door mat on the website shows 8-letter logo which is big enough to fill the space inside the color border, but the logo of my door mat is way too small even though it is only 6-letter logo.

When I called them to complain about this, they asked me to send photos of my door mat, and I did. But no one responded me. So I called them again, and I had to forward the email to the man who picked up the phone. So obviously no one cared about my first email.

He said that they would send me another one if I was not happy with mine. But he indicated that it would be the same size logo and material, otherwise they would give me twenty dollars back.

And he also said that I would need to order a more expensive door mat (almost one hundred and seventy dollars) to have a decent logo and design. I did not want to spend more money on American Floor Mats, so I said no.

Later he emailed me that he would check with production if they could provide another product (less expensive one than I ordered) in replacement.

I waited, but no follow-up. So I emailed him again, and he said he would see what he could find out. But I haven't heard from him for almost four weeks now.

I understand that the item that I ordered is a customized one, and I wouldn't be able to return it or get a refund.

But I don't think they realize that their website shows false advertisement, and their customer service is lack of professionalism.

I have read other complaints about American Floor Mats on Revdex.com, and most of them was about their false advertisement as well.

I hope American Floor Mats soon offers the same quality products that they indicate on their website.Desired Settlement: I would be satisfied with the less expensive door mat in replacement which is Personalized Waterhog Door Mats, with the same logo that I wanted, and no S&H fee.

Business

Response:

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 normal 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 normal response times for this situation but believe Customer is happy with the alternative mat and, ultimately, with the resolution to this issue.

Consumer

Response:

[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.]

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,

Spent 400.00 on five mats, 4 were discounted, all 4 were cracked and shedding material on receipt. I didn't know I was ordering material goods defective or beyond their shelf life. Ended up using them for weed control outside, and if you walk on them barefoot they stain you feet or the dogs feet. No resolution from company other than to bring to my attention that there were no returns on seconds/discounted items. Glad I didn't pay full price to be donating 400.00 to some rip-offs early retirement account by using me to dispose of their trash.

Review: A small order was placed on a Sunday afternoon. This company does not have a system in place on the website in which to cancel an order. Within the hour of placing the order connection to the company was attempted via the phone number listed on the site. With it being a Sunday afternoon, no one was available. Again within the hour of placing this order I sent an email to the company with a request of cancellation of said order. When I received the order I contacted the company to request a return label. I was informed that I could return it as long as I pay shipping and a 25% restocking fee. I inquired as to why I would have to pay those fees when the company has no cancellation system in place and that contact was attempted via phone and e-mail WITHIN THE HOUR OF PLACING THE ORDER! I was requested to forward the email and someone would get back with me. I received an email today stating my email was not received, forwarded, or mad it to the right channels, Therefore, conveniently, I was responsible for all shipping and restocking fees.

I am filing this not only because shipping and restocking fees will be roughly 40% of order, but also because this is quite possible the worst customer service in the history of customer service.

Business

Response:

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, 2014 at 11:58 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 again.

Review: I purchased a floor mat from this company. their website clearly advertises free shipping. The exact wording of the ad is "American Floor Mats is offering free shipping on all floor mat orders. This promotion is for free [redacted] ground shipping within the continental United States only. Offer excludes Alaska, Hawaii, and US Territories. Orders under $100 will incur a $14.95 shipping and handling fee."

I placed an order on the phone and was charged shipping. I contacted them and they told me free shipping applies to online orders only. Their ad does not say this. They told me they would credit my shipping fee as a "courtesy." It is not a courtesy to give a customer what is advertised. It is not my fault if they did not word the ad properly or didn't say what they meant. To date, I have not received the credit I am owed.Desired Settlement: I would like the $24.02 credit I am owed for shipping.

Business

Response:

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.

Consumer

Response:

[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.]

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,

Review: The website and flyer offers free shipping on all products. I processed my order and it still indicated free shipping. I was now contacted to say I am going to be charged $355 for freight charges. This is misrepresentation of the product and sales.Desired Settlement: I want this product sent with free shipping as offered and agreed when I placed the order.

Business

Response:

Review: I want to return unused product that is still in the shipping boxes.

Although they state a return policy of 10 days, they did not follow [redacted] procedures for acknowledgement of their return policy for [redacted] merchants.

All product is in the original package and is not custom, therefore the return policy listed is unreasonable especially since the order was not completed until 5/5 and was shipped ground, Therefore I did not receive the final piece of the order until the week of 5/12. I was on a 2 week business trip during the time it arrived and was not able to physically inspect the product until 5/26.

I have filed a dispute with [redacted] regarding this matter.

The customer support person [redacted] was rude and hostile and refused to allow me to speak to a manager. Also, he admitted on the phone that the last shipment fell within the 10 day return policy, but refused to give me an return authorization for anything. My position is that the entire order was not complete until the last shipment was made therefore I am still within my rights according to the stated policy. However, since they didn't follow the standard operating procedures clearly stated on the [redacted] site for [redacted] merchants I am also within my rights to dispute the charge completely.

My preference is to return the product and receive full credit with no restocking fees. Especially since the product is still in the shipping package and has not been used. However, if they refuse to provide me with a return auth, I will take the matter up with my credit card issuer and American Floor Mats will not only be out the product, they will not be paid.Desired Settlement: I want to ship the product back and receive full credit since it is less than 10 days since I physically was able to inspect the entire order.

Business

Response:

[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, 06/20 and a voicemail was left; the second was earlier today, 06/24. 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 [redacted].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.

Review: I ordered custom floor mats. They sent them in a fashion that has damaged beyond use. (plastic mats now cured up on the ends) Their remedy has not worked.Desired Settlement: refund my credit card the full purchase price plus return shipping.

Business

Response:

Customer ordered two custom sized clear desk chair mats. These mats took longer than usual to lay flat (though Customer may have placed them upside down, which could affect their ability to unroll and lay flat). Regardless, at this point the goods are laying flat and functioning properly. Customer was asked how American Floor Mats could rectify the situation and he responded that he wished the issue could have been fixed more quickly and more efficiently but was satisfied and appreciated the call. American Floor Mats offered a refund to the customer of 40% of the purchase price plus a refund on the shipping (which would leave 60% to cover our material and labor costs). Customer was appreciate of the gesture. Advised Customer to contact [redacted] should he have any questions or concerns in the future. The matter is now resolved and customer is happy.

Consumer

Response:

[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.]

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

From: [redacted] <[redacted]>

Date: Wed, Oct 2, 2013 at 5:30 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

The issue has been resolved. Thank you for your help on this.

[redacted]Fine Homes Specialist

###-###-####

Review: American Floor Mats entrance mats were advertised, on their website, as " Perfect entrance mat for use in moderate-traffic, indoor/ covered outdoor areas." We placed a large order for our indoor office area, where the foot traffic is extremely light. The natural expectation in this case is that the advertised "use" on our part was less than promised in their advertising, so the mats should last a very long time. However, even with very light "traffic", the mats began to show signs of wear after just a few weeks. We placed the carpets down for use on September 15 and began email correspondence on October 16 to try to resolve the problems.

The carpets were also advertised to be stain resistant yet the slightest bit of foot traffic creates a very dirty surface on the carpets that is very hard to remove by vacuuming. We have brought this point up to American Floor mats representatives several times, once by telephone and four times by email, yet they fail to acknowledge this misrepresentation in their products description. On the last email exchange, the representative recommended we try another of their carpets, that is a "higher durability mat" for our area. Again, they fail to respond to the fact that our foot traffic is very light. The original mats should not have shown wear only after four weeks and instead of standing behind their products advertised quality, they suggest we buy a more expensive product that would be more durable.

We were willing to consider trading in the mats originally ordered and were told we would have to pay a restocking fee plus shipping to send the mats back. We didn't feel that was fair because their product did not prove to be of the quality as advertised. When we bring this point up to the representatives by email, they never respond to our dissatisfaction, they simply tell us that we can buy different carpets. When we considered re-ordering (as they recommended) we asked simply that we be able to return the original mats without paying a restocking fee or shipping. American Floor Mats offered a small discount on a re-order, but will not even reply to our request to waive restocking and shipping costs. They have also said that they would only take returns on standard size mats, as long as they are clean and show no signs of wear, and we have point blank asked at least twice for fees to be waived, they do not respond to this. Their only response seems to be that we should order more durable mats and that we can have a small discount if we do re-order. They flat refuse to let us return any of the custom size mats, which made up the bulk of our order.Desired Settlement: We will consider replacing the mats through them with a better quality mat, but we do not feel that paying a restocking fee and shipping back is reasonable, given that the mats were not the quality they were advertised to be. We want to try their deluxe carpet entrance mats at the 20% discounted rate as they have offered, but we are asking that they credit us back for the original mats by taking all of them back without charging restocking fees or shipping charges.

Business

Response:

[redacted] is currently in contact with Customer and is awaiting pictures to view the problems customer is having with the mats. Another discussion will ensue once the pictures are received and Quality Control can review everything.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have emailed the photos of the mats to [redacted].

Regards,

Review: I ordered mats that are not the right size. stated size 3x5 feet not 2 ft 9 x 4.5. 3x16 not 2ft 9x 15ft 5. They guy on the phone told me the sizes are approx. I ordered 3 mats 3 ft wide each none of them are the same width.Desired Settlement: re order bigger size and not charge me a re stock fee. and pay for all shipping.

Business

Response:

[redacted] called Customer today to discuss the situation. Customer explained what transpired the first time he called after receiving the mats and [redacted] more fully educated Customer about the mat production process and the reason that all mats shrink.

[redacted] asked how to best rectify the situation for Customer; Customer wants to think about what would be best for him and get back to [redacted] since Customer is currently away on vacation and will return the week of 07/29 - 08/02. (Customer has already re-ordered a larger 3' x 20' mat to replace the 3' x 16' mat originally ordered.) Customer was appreciative of the call and will respond upon his return. American Floor Mats will proceed accordingly once Customer tells us how he would like to move forward.