Muscle Mat Avis 568

Pretty disappointing service. I placed an order, they took the money, and now Muscle Mat won’t reply to emails or pick up the phone. When a business goes quiet after getting paid, it really makes you wonder if they’re legit.

My topper measures about 5cm of flaccid and flat topper. It did nothing for the comfort of the mattress and left us feeling very uncomfortable. Customer service was responsive but only offered store credit, told me nothing was faulty about the product from the photos I sent. Would very much not recommend.

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.

We recently purchased a Muscle Mat and absolutely love it, they we ended up purchasing another one several days later. We had some delivery issues (at no fault of muscle mat) and the fast and responsive communication from Carolynne was a testament to the great service they deliver. Would highly recommend this product!

Excellent customer service and the muscle mat is a game changer for a toddler. I purchased 4 of them over the past few months. Would highly recommend!

I wanted to let you know that I purchased the Cloudpad a little while ago knowing my grandchildren who live in our home would love it plus their other cousins who visit regularly but thinking it would stay in my lounge room was wishful thinking as they mostly had it in their lounge room and now it’s in their bedroom and they sleep on it! 😊😊
Looks like I’ll need another one or the chair and ottoman 😁

10/10 from top to bottom. I ordered from WA and unfortunately had the wrong address listed, I emailed the company straight away to correct it and was greeted with a quick helpful response from Carolynne who managed to correct the address and still have the rug shipped the very next day. The delivery was quick and we were so impressed with the quality of this rug, we have received compliments on it from every guest we have had since purchasing. It is so comfy the kids opt for it instead of the couch. I felt like I needed to write a detailed review on this brand because not only was the product great the customer service was over the top too. It really does help shopping with family owned businesses because you get real people help you and not automated bots. Overall my experience with muscle mat was 5 stars and if I had a second lounge I would have already placed another order.

What a huge waste of money! thought it would be thicker & fuller! yes I left it over 24 hours before I even put it on the bed & it made zero difference! Now ive had to spend another $80 on a Eggshell topper to go under the Muscle Mat to make it thicker & fuller.

Quick easy purchase. We love our mattress topper and so do the 2 cats and the dog.

It took awhile to get here, ships from Australia, but when it arrived and I got it on my bed it was a night and day difference. This bed topper is absolutely worth raving about. It’s pure luxury. You feel like you’re sleeping on a bed in a five-star hotel. You know, those dreamy, comfy ones, and you wish you knew the secret. I usually come here to warn people about a product. Not this time! Thank you Muscle Mat!

Great communication. Fast Delivery. Lovely product. Highly recommend this family owned business.

Received designer mat “charcoal” it’s not charcoal I’ve got multiple items around my home that is charcoal. It’s got blue tinge through it and the company won’t do anything about it. Thought customers meant be happy with their products obviously not.

I am extremely happy with the queen size Muscle Mat I ordered. It was packaged extremely well for shipping. It is excellent quality. It fits the mattress perfectly. The best thing is I am sleeping so much better. I don't toss and turn or wake up sore. It is so good I ordered one for my son who has Multiple Sclerosis. He is never comfortable, his nerves bother him. I really think this will be soft but supportive for him and give him a good night's sleep. This is truly the best thing I have bought in a very long time.

I was really excited to receive the Muscle Mat and couldn’t wait to try it. Unfortunately, when it arrived I realised I had ordered the wrong size (which was my mistake, not the company’s).

I contacted the company to ask if I could return it and exchange it for a smaller size. As per their policy, the customer is responsible for return postage. Because this was the largest mat, it was extremely difficult to pack back down due to how quickly it re-inflates. My husband and I compressed and packed it as tightly as possible, but when I took it to our local post office the quote for return shipping was $260, which was almost the cost of the mat itself.

I reached out to the company again to ask if they had any suggestions or alternative options, as I was still keen to purchase a smaller size. The response I received simply suggested that customers “fold or compress the mat as tightly as possible and secure it firmly before sending it back,” which unfortunately wasn’t very helpful as that’s exactly what we had already done. I was also send a photo for reference on how to pack it but the customer service person was not able to say whether the picture contained a Mat of the same size as ours.

In the end, returning the mat just wasn’t financially realistic, so we donated it to my daughter’s daycare where it will still get plenty of use. While the product itself seems great, I would encourage potential buyers to be very certain about the size they order, as the “free return” policy can end up being very expensive in practice, and I found the customer service support during the process quite disappointing.

I have just put in my second order. Fast delivery and excellent customer service!

I’ve just purchased two more rugs, this is about the 10th one I’ve purchased as I’m obsessed, and I am in love, love, love. Not only have I purchased rugs but I have purchased 2 of the huge comfort cushions, 2 relax chairs, mattress toppers and I will honestly continue to purchase more. They keep coming out with new design rugs so I just keep buying. Highly recommend and even my neighbours have purchased after seeing mine.

5 stars from the actual product to the after care and service provided.

Highly recommend muscle mat and the team behind them.

Thanks guys

Got out muscle mat luxury matress topper awhile ok but we were waiting for our new bed to be delivered. Omg we had the best night sleep last night absolutely comfortable and soft
Thank you

Amazing product and customer service.
We ordered a mat for our living room because we have a menace of a toddler. It’s super comfortable and easy to clean. Our little guy will literally just roll around on it.

We loved it so much we ordered one for his bedroom.

Mistakes happen, we got sent the wrong one.

Same day, they made it right and sent out the right one. Nothing is better than a company who’s responsive, kind, and puts the customer first.

Please support if you can.

I am extremely impressed with both the quality of the product and customer service from Muscle Mat. I am not one to typically leave reviews, but my experience with this company demands one. They went above and beyond to remedy an issue with my mat (that wasn’t their fault). The only thing faster than their customer service response time is their shipping time! I have and will continue to recommend this product to my friends and family.