Floor Mats UK review
Be warned - do not buy from Floor Mats UKThis company is actually a German company but you are led to believe that they are a UK company.
If the product you have bought develops a flaw, they expect you to return it to Germany **at your cost**
They do not provide a postage slip.
Take a look at the reviews on Trust Pilot
Please view the email trail below for full details.
Floor Mats UK sell poor quality goods and refuse to replace them when they are found to be faulty.
My initial email
Hi, Back in February (12th) I purchased a 'Chair Mat for Carpet Floors - PRO Series (transparent)' Size 120 x 150 cm - Order # F300020497 This mat has seen little use in my study to date, until recently (past two months) since I started working from home. Yesterday, I moved across it in my chair, and heard a nasty cracking noise. Further investigation reveals the mat has actually cracked and split in a localised area (see attached image). I assume that this mat is covered by a warranty as this is really not too good is it? The mat is placed over a wool carpet with underfelt (neither carpet nor underfelt are thick - it's just an 'average' carpet) - the carpet is also over a concrete floor. My chair has large castors (see attached image with 9v PP3 battery for scale). I trust that a replacement will be forthcoming, however I'm not quite sure I'd like the same mat again, for fear of recurrence. Regards, Tony
The initial response from Floormats UK:
Dear Tony, Thank you very much for your email. We are sincerely sorry that the products delivered to you do not meet your expectations. Every product is carefully checked for defects before being dispatched to guarantee a flawless and satisfactory delivery. In order to be able to check the issue, we kindly request that you return the goods back to our address below: Dayton Home & Office GmbH Markircher Str.12a, 68229 Mannheim, Germany Upon receipt of the return, we will check the item for any material defects that may have occurred. If there is a material defect, we will of course inform you immediately of the result. For any further questions please do not hesitate to contact us again. Kind Regards, Kutay Kazbek Customer Service Important: When replying, please respond to this email and make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately. --- Floor Mats UK a division of Dayton Home & Office GmbH UK Customer Service www.floormats.co.uk info@floormats.co.uk All transactions are subject to our Terms & Conditions which are accessible at http://www.floormats.co.uk/terms-conditions All quotations are non-binding.
My reply
Hi, Thanks for your email. I suspect that the cost of sending it back to you in Germany is going to be almost as much as I paid for the mat in the first place, as I'm in the UK, and postage for such a large (and reasonably heavy) item is not going to be cheap from here. Is this the best solution you can offer? Regards, Tony.
Second response from Floormats UK:
Dear Tony, Thank you very much for your email. We are sincerely sorry that you are dissatisfied with this process, however, we ask for your understanding in that we cannot offer any compensation without carrying out an inspection of the items. As soon as we have received the returned products and the material defect check has been completed, we will make sure to inform you of the results via email. For any further questions please do not hesitate to contact us. Kind Regards, Serda Candan Customer Service Important: When replying, please respond to this email and make sure that the ticket ID is kept in the subject line to ensure that your replies are tracked appropriately. --- Floor Mats UK a division of Dayton Home & Office GmbH UK Customer Service www.floormats.co.uk info@floormats.co.uk All transactions are subject to our Terms & Conditions which are accessible at http://www.floormats.co.uk/terms-conditions All quotations are non-binding.
My reply...
Hi, Dissatisfied doesn't even begin to express how I feel. I paid £65 for a floor mat from a company that purports to be in the UK but is apparently actually in Germany... And then you want me to send the faulty and clearly unfit for purpose item back to you at my expense to "check the item for material defects". I have sent you photographic proof of a crack. The mat has barely been used, and has not been subject to any abuse. I would expect such an item to resistant to pressure and impact (not that it's been subjected to any impacts) - after all it's purpose is to have chair castors sliding over it constantly. So much for your claim: "We take customer satisfaction seriously and genuinely aim to leave all of our customers happy with their sales experience." I won't be buying from you again, that's for sure. Likewise, I'll be sure to recommend against buying your products. Regards, Tony.
