First Mats レビュー 1,268

First Mats からの回答

5日前

Thank you so much for your lovely review! We're glad to hear you found our website easy to use and that your Straight Ribbed Low-Profile Corridor Matting Rollgot to you quickly. If you have any questions once you install it, feel free to reach out!

First Mats からの回答

5日前

Dear Graham,

Thank you so much for taking the time to share your thoughtful feedback with us. We genuinely appreciate honest reviews from our customers, as they provide invaluable insights that help us to continually understand your needs and improve our range of products and services.

I am very sorry to hear that your new Renown Entrance Mat is moving around on your carpet. We completely understand your frustration. When a product features a gripper rubber backing specifically designed to reduce movement on carpeted floors, you rightly expect it to stay firmly in place. Our goal is always to provide premium quality that fully justifies the cost, so it is highly disappointing to learn that this particular mat is performing similarly to your less expensive alternatives in this specific regard.

We are very grateful that you noted there is nothing wrong with the product's overall quality or our service. It is wonderful to hear that those aspects met your expectations. However, we certainly do not want you to feel like you overpaid for an item that isn't working as intended in your space. While the gripper backing is highly effective on many carpets, the level of grip can occasionally be affected by the specific pile depth, density, or texture of the carpet underneath. Sometimes, thicker or more plush carpets can cause even gripper-backed mats to slowly "creep" over time as foot traffic pushes against the pile. Regardless of the underlying reason, this doesn't change the fact that you are unsatisfied with the result in your home, and we want to fix that.

We would love the opportunity to make things right for you. Your satisfaction is our absolute top priority, and we stand proudly behind our products. Because we want to make this process as seamless as possible for you, a member of our customer support team will be reaching out to you directly via email very shortly.

Thank you again for your valuable feedback, Graham. We look forward to speaking with you and getting this quickly resolved.

Warm regards,

The First Mats Team

First Mats からの回答

2026年4月9日

Dear Emre,

Thank you for your feedback. While we are disappointed by your comments, we would like to clarify the technical realities of your bespoke order to provide a transparent view for our customers.

1. Technical Precision & Pantone Matching
To achieve the exact Pantone colour matching your branding required, we had to use a specific production path. Unlike standard mats, these must be produced with a border and then trimmed on-site to achieve a borderless look. All our mats undergo vulcanisation—a high-heat bonding process. This can cause the rubber to shrink. While we produced the mats oversized to account for this, the shrinkage on this occasion exceeded that margin. Under our no-quibble guarantee, we would typically resolve this with a priority replacement, but your initial correspondence requested an immediate refund rather than a correction.

2. Pile Compression & Thickness
Our logo mats are pressed flat during production to ensure the printer captures fine details with crisp resolution. They are then rolled tightly for shipping. We advised that the fibers "relax" and reach their true height once unpacked—a standard physical property of high-quality textile mats. Our 0.9mm specification refers to the total thickness (base + pile); measurements taken of the compressed pile alone do not reflect the full technical spec of the product.

3. Our "No-Quibble" Policy
We stand by our 4.8-star reputation, which has been built over years of service to thousands of businesses. Because these were custom-made, Pantone-matched items, our policy for a full refund requires proof of disposal. This is a standard procedure that allows us to honor our Satisfaction Guarantee and release funds immediately without the customer needing to arrange or pay for a bulky return.

Conclusion
Despite the disparaging tone of the initial contact, we acted in good faith and issued a full refund for Order #53823. While we regret that we weren't given the opportunity to rectify the sizing issue with a replacement, we are pleased that we could resolve the matter financially for you.

Best regards,
The First Mats Team

First Mats からの回答

5日前

Thank you so much for your lovely review! We're delighted to hear that you keep coming back for our Logo Mats and that Jay has been such a fantastic help. Your kind words about our customer service mean a lot to us, and we look forward to seeing you again soon!

First Mats からの回答

2026年4月9日

Dear Andrew,

Thank you for taking the time to share your feedback. I am truly sorry to hear that the mat arrived two days late for your specific event. We understand that when a promise is made regarding a deadline, the "why" behind a delay doesn't change the fact that you were let down, and for that, we sincerely apologise.

I would like to provide some clarity on the situation, as it was never our intention to prioritise a sale over your experience. Our records show that your order was produced and dispatched on schedule to meet your deadline. However, as your delivery required a sea crossing to reach the Shetland Islands, the shipment unfortunately encountered rough sea conditions that delayed the vessel.

While we always strive to account for transit times, weather conditions at sea are the one element truly beyond our control. We are genuinely disappointed that these external factors impacted your special plans.

Regarding your feedback on our communication, I have noted your comments about the frequency of our emails and calls. We aim to be proactive, but it’s clear we missed the mark for you and felt overbearing instead of helpful. We will be reviewing our follow-up process to ensure we are providing support without the pressure.

We are also glad you find the mat itself to be of good quality.

Best regards,
Jack

Director

First Mats からの回答

5日前

Thank you so much for your lovely review! I'm glad to hear that the studded rubber coin matting rolls arrived on time and are just what you needed. We aim to provide a great experience, and it's wonderful to know we hit the mark for you!

First Mats からの回答

5日前

Thank you so much for your kind review! I'm glad to hear that your Dura-Plush Flame Retardant Door Mat arrived promptly and that the mats themselves look professional despite the parcel damage. We truly appreciate your understanding and hope you enjoy your new mat!

First Mats からの回答

5日前

Thank you so much for your lovely review! We're delighted to hear that you're happy with your Ground-Stabiliser Mud Mat Tiles and that our team kept you updated on the delivery. If you need anything else, just give us a shout!

First Mats からの回答

2026年3月26日

Thank you so much for your lovely review! We're delighted to hear you had a first-class experience with your SiteStep Walkway Matting Roll and that our communication and delivery met your expectations. We really appreciate your feedback and look forward to serving you again soon!

First Mats からの回答

2026年3月26日

Thank you so much for your feedback! I'm glad to hear you're happy with the EntraGuard Rubber Door Mat, but I’m really sorry to learn about the delivery issues you faced. We appreciate you bringing this to our attention, and I’ll make sure to pass it on to our courier provider to improve the experience for our customers in the future.

First Mats からの回答

2026年3月26日

Thank you so much for your kind review! I'm really pleased to hear that you found our advertising clear and that your Long Oil Drip Trays arrived quickly. We always aim to make the ordering process as smooth as possible, so it’s great to know you had a positive experience with us!

First Mats からの回答

2026年3月26日

Thank you so much for your lovely review! We're delighted to hear you had a fantastic experience with your Logo Mats from start to finish. If you need anything else or have any questions in the future, just give us a shout!

First Mats からの回答

2026年3月26日

Thank you so much for your lovely review! We're delighted to hear you're happy with your EntryPlus Large Entrance Mat and that the delivery was quick. We look forward to being your go-to for all your mat needs in the future!

First Mats からの回答

2026年3月26日

Thank you so much for your lovely review! I'm really glad to hear you found our website easy to navigate and that you found the large cutting mat you were looking for. We appreciate your feedback and hope you enjoy using your new mat!