ExactMatsReviews of exactmats.com

Reply from ExactMatsApr 16, 2018

Hi Lyle, Our sincerest apologies once again for not getting back to you within 1 business day. Our goal is to get back to all customer inquiries within 1 business day of receipt, but in this situation, we definitely dropped the ball. In looking at your support ticket, it looks like the incorrect mats were sent to you in error and we were actually able to exchange the mat for the correct ones, at no cost to you. However, you elected to return the product, which is totally fine, too. Per our support ticket, we've already fully refunded you and have even extended a special code for you to use at checkout, as an apology. Should you change your mind, feel free to use the offer code we sent you. Once again, we're very sorry for the issues you've experienced. Your feedback has been passed along to the leadership team and will be used to improve our processes so that this does not happen again.

Reply from ExactMatsOct 20, 2017

Hi Richard, We're really sorry to hear that you're unhappy with your last set of mats. That's not what we want at all! To give you a bit more insight into our product, the material is meant to lay flat at room temperature, and of course, since it's vinyl, it will get more flexible the hotter it gets. With that said, there's no risk of safety or quality if the mat becoming more flexible. On the other hand, if the clips are not holding the mat down, we definitely want to speak with you about this. It's possible the clips are not in the ideal location, or something else may be going on. We take great pride in our customer service and in the quality of our product. With that, we'd like to encourage you to reach out to us so that we can discuss any concerns with you and find a solution. When you give us a call, we can absolutely address your concern with discoloration, too. One thing to remember is that we do have a Quality Guarantee, but aside from that, we always want to take care of our customers anytime we can. When you're ready, give us a call: 1-888-395-6004 I hope this information is helpful and that you feel you can give us a chance to work with you to resolve any concerns you may have.

Reply from ExactMatsOct 5, 2017

Hi Ngoc, While we do strive to respond to all inquiries within 1 business day, we do apologize that a call back was not addressed quickly enough. We'd like to thank you for continuing to work with us to resolve your issue. As customer service is a huge point of importance for us, we're happy to help in any way we can, making sure that our Quality Guarantee (both for product and customer service) is met and/or, even better, exceeded. Per our recent communication, we've gone ahead and sent you out a brand new mat, at no extra cost to you. Please feel free to reach out to us if you have any further questions or concerns. You can reach us at 1-888-395-6004, or via email at [email protected]

Reply from ExactMatsJul 19, 2017

Hi, Patricia. We're so sorry to hear this! The mats are meant to fit perfectly, according to the car manufacturer's factory mats. If they do not fit perfectly, there may have been an issue in ordering (models differ vastly) or something else. We'd be happy to help you in any way we can, whether it be a return or an exchange. We're here to help! Please reach out to us if you have not already at [email protected], or via phone at 1.888.395.6004. Thanks!

Reply from ExactMatsJul 18, 2017

Hi, John. We're so sorry to hear of your experience. This is not at all the norm. Our #1 priority is to make sure that our customers are taken care of, both in product and service. We recently launched our new website, so it's possible there was an issue with the system. We'd love to hear from you via phone or email to make sure we can correct the issue ASAP. We'll do what we can to make things right.