This review is for the lack of understanding and cooperation from customer service. I ordered the 6.6ft x 13.1 ft mat and LOVED IT. It was definitely thick and super comfortable to walk on. What I didn’t like is the way customer service handle returns and the lack of consideration on the company’s part. We got the designer textured beige and upon arrival, we immediately noticed that product was pink. It was deceiving and didn’t look like the photo at all. when I emailed customer service about it, they said to give it time as the color “settles.” Well, it didn’t, and it’s still pink. I reached out to exchange it for the light gray color and was told that we’re responsible to cover shipping fee ($50-$100) and they request for the postage with tracking. We decided to just keep the product because it cost too much to ship back. I’m posting this to warn shoppers about how difficult it is to return this product. It’s a shame because we really like the feel of the mat, just the color is not at all accurate.
UPDATE: I posted on their Instagram & Facebook about this and they deleted my comment! No wonder they have such amazing reviews online. They delete bad reviews. BUYER BEWARE!
Response to Muscle Mat’s comment below: A “free” change of mind return is not at all “free” when you’re asking the customer to pay for return shipping which can costs between $50-$100 with package tracking as your company request. It is not fair especially when the color of your product is deceiving. Also deleting negative reviews/comments on your social media is not an ethical business practice.
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