I am out of ideas to try to get a helpful response to what I think is a simple question. We have previously bought the car seat covers for my son's car - loved them so much that we decided to buy some for OUR car. We went to the website, looked in the drop-down - lo and behold, our car model was not in the drop-down list (Mercedes C300 - C300 is not in the drop-down and we're not sure which model to pick to be compatible - it has C-Class Cabriolet and C-Class Saloon and C-Class Estate under Mercedes, but no mention of C300 and we have no idea which of those classes a C300 would fall into). But never fear - the website specifically says to submit a specific form to the company to ask for a model to be added or to ask for input on which model to choose. I filled that form out and sent it in mid-January. No response.I went back to the website, and found a direct email address mentioned. I sent email to that address on January 27th, another email on February 6th, and another on February 10th. None of those emails have received even an auto-response.Between the emails on February 6th and February 10th, I had the idea to try checking social media (Facebook, Instagram) - I found their profile on Instagram, and sent a message on February 6th in which I explained clearly that a) I had sent several emails as well as a contact request through the website, and b) the car make and model were not in the drop-down on the website and we needed input/guidance.I received a response saying, "Hi, You can choose your vehicle model/make/year on any of our product pages. Just select the color and style of the car mats or seat covers you want on any of our product pages. You can also use our vehicle compatibility checker, which is linked below." (links deleted as TrustPilot won't allow links)This, of course, was proof that no one actually read my message because the whole problem is that our car model is NOT in the drop-down.I replied on February 6th (same day) and reiterated the issue and asked for someone to please help, and also noted I had sent yet another email that same day.On February 7th, I sent a follow-up in Instagram as no one had replied to my last note.On February 9th, I sent another follow-up in Instagram, which received the following reply: "Hi, You can choose your vehicle model/make/year on any of our product pages. Just select the color and style of the car mats or seat covers you want on any of our product pages. You can also use our vehicle compatibility checker, which is linked below." (links deleted as TrustPilot won't allow links)Exactly the same reply I got on the Friday prior - even though that is not what the issue is and I have explained it so clearly multiple times.I then replied on February 9th asking that someone please actually read my messages in which it is made clear the issue is our model is not in the drop-down that we can see, and we need guidance before ordering.No reply.On February 10th, I sent another Instagram message asking/begging someone to please respond to my actual issue and actual question vs just sending me the same reply sent twice before.That received a reply - that reply was, "Hi, You can choose your vehicle model/make/year on any of our product pages. Just select the color and style of the car mats or seat covers you want on any of our product pages. You can also use our vehicle compatibility checker, which is linked below." (links deleted as TrustPilot won't allow links)I then replied and reiterated, AGAIN, that the issue is our model is not in the drop-down and we need input on which one to pick for compatibility.At this point, I am so over it I really don't even want to buy these seat covers anymore. It is appalling customer service - clearly no one is actually reading the messages, because I received the exact same reply in Instagram three times despite explaining the issue multiple times. I have yet to receive a single response to my website form submission OR to the three emails I have sent, starting in mid-January - a month of time spent trying to get some kind of answer or helpful response.I am leaving this here out of sheer desperation as it looks like UltraCarMats does monitor the reviews left at this site and actually replies. I have all of the emails, as well as the Instagram posts, and can share those screenshots with anyone who would like to review them.I am 100% out of ideas, and 1000% out of patience for this completely shoddy, infuriatingly unhelpful customer service.EDIT TO ADD (2/12) - UltraCarMats replied to my post (below) but did not actually answer the question, and also noted they did send replies - however, they did not reply until after I left this review and they responded to it. There were zero responses before that - I did check my spam folders every day for a response that might have gotten filtered. Unacceptable.
Claim your business profile now and gain access to all features and respond to customer reviews.
Fully custom fitted car mats made to order. Every single one of our car mats are carefully stitched together to provide the perfect fit for your car protecting every angle.
