Customer Reviews for:



Customer Rating: 5 Stars

05/17/2019


I had a customer service issue about being charged for shipping when I placed my order over the phone and was told the shipping was free. It turned out I was just shy of meeting the minimum for free shipping and didn?t realize it until I received an email showing I was charged over $17. I called to see if I could add a few mat squares to meet the minimum and I would have extra mats. I was told no. The owner ended up calling me and listened to my experience. He made things right and I really appreciate the customer service in the end. He said he would use this as a learning ppportunity for his staff. I received my mats today and they are great. They are light weight, a very nice color (I got pink and grey) and very low odor. They arrived very quickly. I ordered them late Monday and they arrived on Friday. Happy.


Mel

Customer Rating: 1 Stars

05/31/2014


I purchased what was marketed as one of the Water Proof Great Mats for Basement Floors, aka Martial Arts Mats. A year and a half after this mat was on my basement floor I pulled it up do discover water and mold underneath it. I had lived in the house 5 years and never had a water issue before. Turns out I didn?t have a water issue, but a moisture issue amplified by the floor being there. Before installing the floor, I had carpet down. The carpet was never once moist or wet, because it was breathable, unlike the floor that was sold to me. Customer service, including the owner David was extremely rude. Blaming me for the purchase despite admitting they should have not have sold a floor for a basement floor, even though it?s marketed as a basement floor. Their best solve was to give me a 20% store credit on a future purchase. We?ll I?m out the $688.00 I spent on the floor, and the $175 to rent a floor scrubber to remove the mold, and seal and finish my floor (this does not include my time). I did this, so I could actually provide the safe place for my child to play, that their mats could not. There is nothing safe about laying a floor down that traps air movement and creates mold. I suggest you read other reviews and see people?s reactions when they have an issue taken to customer service. Below is my full timeline. Install February 2013. Week of 4-28-2014 - I lifted the tiles to discover moisture on the basement floor. ?The other half of my basement not covered by this floor has had no issues, and still does not have issues. Mold was created by their floor. 5-3-2014 ? I pulled up all of the tiles to find moisture, mold and stains on my floor, and my Great Mats Floor. ? 5-7-2014 ? I contacted Great Mats to let him know of the issue, and I sent them pictures. Their response was to sell me additional tiles that would fit between my floor and my Great Mat tiles. I then contacted the salesmen by phone to discuss the situation. At that time, he told me it would have been a good idea to ask me if I had a moisture issue in my basement before selling me the floor. ? 5-9-2014 ? I contacted a supervisor. No resolution. ? 5-12-2014 ? I contacted Supervisor again, no resolution. ? 5-14 ?2014 ? Supervisor responds to me that she will not accept my offer, and explains that Great mat tiles would be like putting down a sheet of plastic on a basement floor, before putting carpet on top of that. As I told that Supervisor and the owner David, why would anyone ever put plastic down in their basement with carpet on top of it. That would create a mold issue, exactly it has here. ? 5-15-2014 ? I called and talked to the Supervisor, and her response was to call on Friday (5-16) when the owner David is back at work, and ask for him. ? 5-16-2014 ? I called to talk to David. David?s first response back to me was why am I not talking to a supervisor about my issue? David?s next response was to make sure my dirt was graded away from my house, and to make sure my gutters were cleaned. I?ve lived in the house for 5 years before putting down his floor, and never had a water issue. I found it insulting that he would not listen to the problem, and insisted that I have water in my basement. He also talked to me about having moisture problem at his ?cabin?? and he would not recommend this floor for his cabin (he claimed if you run a dehumidifier, then you should not use his flooring. What basement does not use a dehumidifier?) My question once again, why did anyone not ask me that when they were selling me the floor? Why does their website not say anything about that. He told me the salesmen?s solution to sell me extra tile would not fix the problem. I told him I would be purchasing an area rug to put over part of my floor to provide a safe place for my son to play, that his material did not. David?s response was ?we sell area rugs, they are not going to be the $49.00 area rug you are going to buy from Target, ours are American Made?. Why did David assume I was going to Target, I felt insulted by his comment. David?s response to my issue was ?he would get back to me early the following week.? I didn?t hear from him on the 19, 20, 21, and 22. I called at 10:40am on the 23rd and left him a voice mail as his staff said he was on the phone, and another reported he was in a meeting. David then emailed me back 10 minutes later with a 20% store credit offer. One thing you never saw in this review was an apology or a timely response from the OWNER. It?s not the problem; it?s how it?s handled. After I told the owner I was never apologized to, and I thought his 20% future credit offer was insulting... do you think he ever responded? No. Not as of May 30th 2014. Why would I purchase anything else from a company, and person whose teated me so poorly? Why would anyone?


Patrick R.

Customer Rating: 4 Stars

05/28/2014


I ordered over $2,000 worth of mats specifically made for horse stalls. I installed them properly and they were out of the sun. The squares started coming apart after a couple of months. The worst part was that when I tried to lock them together again the mats had shrunk and warped and were impossible to put back together, even when I eventually pulled the whole mat out and tried to start over. I put a lot of money in these mats and theyre now in the dumpster. Extremely bad product for the use it was sold for. 6/3/14 - After writing this review the company contacted me to hear my complaints. They have changed their website to reflect that this product is now not recommended for the use that I bought it for. This should help other buyers in the future. They were also very helpful in trying to make things right. Due to their prompt customer service I am upgrading the stars from 1 to 4. For a different application I imagine these mats would be OK, just not good at all for what they were originally sold for. I will update soon to let you know whether they follow through with their promises. 6-17-14 The company has followed through with their promises and I am very pleased with their customer service.


Susan Lesko