"Faulty Product and Dire Service - WASTE OF MONEY"

I purchased a floor mat for use on carpet back in November 2019 for our home office. It didn't get a lot of use until we had to start working from home due to Coronavirus. Then the mat just started breaking up and is now more duct tape than visible mat. I contacted the company who did reply stating that their terms were 30 days. I questioned this response but was told that they do not accept returns or request for replacement of faulty products after 30 days. I had pointed out that the product was "not fit for purpose" and quoted the Sale of Goods Act but to no avail. As the mat was really smart and did the job in the first instance, we were planning on ordering one for all our office staff - but, you know what, they can forget that! Their loss, would have been an order for over £1,000! I would not recommend this company to anyone. When I originally purchased the mat, the reviews were not quite so negative. Rather than accepting they have a faulty product and doing the right thing, they are brazening it out which they might find is to their cost in the long run.

"Disastrous"

Appalling experience - Floor Mats UK sent the wrong item; the invoice inside was correct but the packing note was wrong - and evidently not cross-checked.

After several emails, a courier was organized to collect the incorrect mat... that was then returned back to us! I informed their ‘CS’ the item had come back to us, which received the response: "We still have not received the parcel back. I will open an investigation to courier service...".

After clarifying with another email, we received a reply to confirm a recollection was booked, and once Floor Mats received the item we would be refunded minus a COLLECTION FEE - for their packing error! Oh my, disastrous customer service.
Please save yourself time and grief and purchase elsewhere.

"I had same experience as others"

I had same experience as others.
-Excuse with a same explanation as others for delivery delay.
-Sending wrong item but excuse of my PC monitor.
-Asking to take a photo many times.
-Returning to Germany.
-10% discount for compensation.
-No issue return postage label.
-Never mention about "refund" at all
-Only one customer service called Serda Candan attended.

"Rubbish product and equally rubbish customer services!"

Purchased a floor mat to use under our computer chair in February and within a few weeks of minimal use it had cracked badly. Contacted customer services and was told nothing could be done as it was past 30 days. My husband pointed out that their website said ‘crack resistant’ and that this shouldn’t have happened in such a short space of time. Eventually got a reply asking for photographs of the cracks which my husband sent. They then said they couldn’t open the photos and to resend, which we did. We were then asked to measure the depth of the carpet, which we did and sent to them and we were then told our carpet wasn’t deep enough. My husband pointed out, when ordering, the option is carpet floor or hard floor - there is no instruction regarding depth of carpet, otherwise we wouldn’t have ordered one. Since then they have not replied to any communication and we’re stuck with a £38.65 piece of cracked plastic crap. Avoid at all costs unless you want to throw money away!

"Don’t use - total nightmare!"

We ordered from this store in early April. Payment was take immediately but it took them a good few weeks to deliver. I didn’t mind this and expected delays due to Corona but updates were only provided once I asked and information was limited. Product finally arrived but it was half the size we ordered - totally unusable for what we needed! I explained this to them, they said they don’t have the product we ordered and for the product they did deliver, they offered me a generous 20% discount... for a product we couldn’t use. So I asked for a return and immediate refund. They organised the return but we had to pay for repackaging it and again, information was sporadic. It took a long time to process the refund - it came through at the end of May. I asked for money to cover the extra packaging and for an acknowledgement that they had held on to my £139 for 1.5 months - all these requests were simply ignored. So it’s the end of May now and all we have had is hassle and annoyance but still no floor mat. Won’t order from there ever again!

"Avoid! Poor quality floor mats"

Avoid. Low quality floor mats and a very short warranty period.

I ordered an £80 floor mat for my home office expecting this to be a high quality mat. It was the transparent one for carpeted floors.
Within 3 months it cracked whilst I was sitting in my office chair. I only weigh 75KG so I can’t say the floor mat was under a lot of pressure.
I contacted customer service who don’t want to replace it as the refund period is only one month.

"Absolutely awful"

Absolutely awful! Avoid this company like the plague!
Ordered a gym floor mat nearly 2 months ago, item was never returned, there was no communication about any delays, I had to contact them. They eventually gave me a tracking number and stated that it was down to the courier. I contacted the courier only to be told that the item had never entered their network AT ALL.
Email communication suddenly ceased, and I’ve had to raise the issue through PayPal. Do not order from this company!

"No idea why this company is trading…"

No idea why this company is trading when they clearly can't deliver. No idea why they call themselves floor mats UK when they are clearly not in the UK. Placed an order 3 weeks ago and I'm still waiting absolute joke. Covid-19 isn't a good enough excuse that should cause maybe a 2-4 day delay at the most but 3 weeks is pathetic.

Took them 2 weeks to email me back and ask me to confirm delivery address only to wait another week for a second response.. Shambles.

"I placed an order on the April 20th for…"

I placed an order on the April 20th for two outside covers, which I have still not received coming up to 6 weeks later, after being told they were dispatched according to my initial email to a person called Sedra.

"We immediately transferred your order to our logistics department for further processing"

however they would look into the status of my order and check the reason for the late delivery although they have not heard anything from the courier company to indicate that there might be a problem,this was at the beginning of May.
I replied asking who the courier was and if they had a tracking number to send me but instead I got this on the 7th May

"Thank you for your message. We immediately transferred your order to our logistics department for further processing. We give great importance to processing all orders immediately. Unfortunately, due to current Covid-19 situation, the orders can be delayed in some cases. We take great care to take all necessary measures to ensure protecting the health of our customers and employees.
In addition to this the courier company that we are working with(WHO ARE THEY!!), might sometimes scan shipments with a delay due to a lack of personnel and resource shortages and can ship them in blocks. We sincerely apologize for the inconvenience that could be caused by this and hope for your understanding for the delays due to these conditions.


In the meantime, please let us know if you have any further questions and we would be more than happy to help." (NOT SO HELPFUL)

Great! but that wasn't the question! 11 days later I replied on the 18th asking for more information regarding my order, tracking, courier and everything has gone silent with no response received as yet, No tracking number, no idea who the courier is or when/if this order will turn up, so I have raised the issue with Paypal.

Website has no information banner regarding delay or Covid-19 and still pushes fast delivery that in most cases they can not produce, So if you choose to sink money here get ready to chase your product or your money because you will be doing one or the other. Avoid.

Edit:
No reply to my emails or paypal resolution this week, so will now be logging a ticket with trading standards while escalating paypal claim, if that fails a bank charge back. Will not be using ever again.

Outcome: After escalating the issue with Paypal , I have now received a refund going on 7 weeks after the order date on the 5th June, then on the same day ordering the same product on Amazon at 7 quid cheaper for it to be delivered on the 8th June. Just wish I'd done that in the first place. Will not be using floormats.uk again.

"Mat broke after 2 days"

Mat broke after 2 days. Refused to refund initially..