"Floormat cracked after 6 weeks and is…"

Floormat cracked after 6 weeks and is now unusable.

Got in touch. They absurdly offered me 16% refund, upped it to 23% when I declined. I asked for a full refund. They said only if I send back the broken mat back to Germany.

Clearly this is a requirement designed to make people give up. Possibly the worst online shopping experience I have ever had.

"Floor Mats UK Ltd (Follow Up Review)"

My order for PVC screen fencing is in British Customs and I will probably have to pay Duty and VAT. I assumed this company was UK based as Floormats UK Ltd was their title. My fencing was In Stock which I assumed was in Britain. (No mention of the goods being in Germany)

This company ships from Germany and therefore quite rightly Customs and Duty is payable.

There is no mention on their customer website that they ship from Germany. If there had been I would not have ordered.

Good communication with their customer service until I mentioned that the goods were being held in Customs. No reply to my latest email regarding this order. I hold German Companies in high regard but not this one. Think carefully and ask questions before ordering. It has been over a month since I ordered but I paid with Paypal and hope they will help if I do not receive my order.

On 7 May I received half of my order and also another tracking number for the remainder which is at a National Sorting Hub in England. I feel guilty regarding my review as the company did what they told me they did. It was sent on 2 April and did not arrive until 7 May. Circumstances outwith their control regarding Brexit and Covid 19 probably. My apologies to Floormats UK Ltd, although they should state that the goods are being shipped from the EU in order that customers can take the risk of delayed deliveries. Apologies also to their Customer Services who only showed politeness and good manners.

"Even one star is too good for this…"

Even one star is too good for this outfit. My floormat broke up too and correspondence is ignored. Even contacting head office in Germany got me nowhere. You don't very often hear the term German rubbish but clearly this company is starting a new trend.

"Wholly unfit for purpose"

At this point, I realise I should have read reviews before buying as my experience is exactly the same as others. The mat was bought for my carpeted floor and used with an office chair. I'm 12 stone and haven't done anything other than sit at my desk while working from home. My mat lasted a little over six weeks before the first cracks appeared and rapidly deteriorated. Within another couple of weeks, the cracks had spread and left holes so the casters rested straight on the floor anyway.

While the support team have at least replied to me, they told me that I'd have to return the mat to an address in Germany in order to obtain a refund. As others have, I deemed this prohibitive and unlikely to result in a refund anway and have written off the £60 I paid for this product.

"Awful, complete disregard for customer satisfaction"

I ordered a product to meet carpet pile height as advised on the website but as with others on here it started to crack after a few months. Have been trying to contact them for weeks, they have complete disregard for after sales and customer service. They don't reply to emails and won't answer the phone. I wish i'd read the reviews before buying from them. Avoid this supplier.

"Not fit for purpose and impractical to return - avoid"

I echo the experience of Mr Hickman below. I had no idea that the product shipped from Germany - an issue as it took weeks to arrive (and a big problem for returns as it turns out).
I had it in place (over carpet and under a castor office chair) for only around 3 weeks before it started to crack. I emailed the company with photos but the end result is the same as Mr Hickman describes.
I too have no intention of packaging it and posting it to Germany on the chance I might get a refund.
I have also tried to tape it up with duct tape but it just keeps on cracking and will shortly be more tape than mat!
I thought that maybe my mat was a one-off unfortunate product failure but it doesn’t seem so. My mat is ridiculously brittle, wholly unfit for purpose and an expensive waste of money.
Be warned!

"Absolutely Appalling Product and Customer Service - Do Not buy from this supplier !!"

In October 2020, I ordered a 100 x 116 pro series transparent mat to protect the carpet under my office chair. It cost £54.94, including delivery charges. It was the correct specification for the carpet pile height. It arrived at the end of October, and in December started to show signs of cracks. I tried to contact the Customer Service number, but, as others have posted - don't bother, as they never answer, despite saying "how important your call is to them". I emailed a complaint, along with several photographs clearly showing the cracks. I received a reply telling me that I needed to return the mat from the UK to Germany for inspection. When I replied to say that this was both impractical and financially prohibitive, I received a further email informing me that that was my only option. I did not want to incur the cost of sending it to Germany, on the likely chance that they would contest the complaint, or only offer a token refund, so - like some other users, I taped up the cracks with gaffer tape to try and live with the mat. It has gotten increasingly worse over the last 3 months, and now looks like a cross between a transparent jigsaw and a crazy paving slab, with several sharp edged pieces coming loose. Thinking that the lack of response to my call to the UK customer service line might have been due to Covid, I tried calling the line again today, but got the same message telling me that "my call is very important", but no answer. DO NOT BUY ANYTHING FROM THIS COMPANY - THEIR PRODUCTS ARE NOT FIT FOR SERVICE, AND THEIR CUSTOMER SERVICE IS NON-EXISTENT!!

"Appalling Customer Service – In fact, non-existent Customer Service!"

Ordered large Clear Polycarbonate Chair Mat for carpet (so has the small spikes on underside) as this was deemed to be the best solution. With P&P came to £85.00. The chair mat did arrive withing 10 days (unlike other reviews I have read). However, within 3 weeks of home office usage the mat has both cracked and split in a number of places (actually sharp edges are now dangerous) and the mat / material is clearly not fit for purpose.

I have tried calling on numerous occasions (phones are never answered yet they state calls are very important to them) and emailed both contacts addresses given several times - again, no acknowledgement or answers to my emails.

Wish I had read all the reviews on Trustpilot prior to ordering (as there are many other suppliers of mats available).

Although states this is a UK Company, they are based in Germany.

Would recommend people to not deal with this company - in fact, they should be deleted from any website search!

"Would give no stars if I could"

Would give no stars if I could. Wish I'd read the reviews first. Ordered mat, over £60. Never arrived, got one email back from customer service saying it had been dispatched and they didn't know why it hadn't arrived. No answer when you call their phone line. Seems to be a scam company, that's 60 quid I'll never see again. DO NOT BUY FROM THESE PEOPLE.

"Floor mat not received after a month"

Ordered a floor mat on 31st march 2021 and still not received anything. No one answers the phone nor responds to emails. DO NOT BUY FROM THIS COMPANY.