TAILOREDCARMATS.COM LIMITED Avis 117

Great product as usual thanks

Excellent quality and fit added to a very fast delivery.

the tailored floor mats for my Passat arrived quick and are good quality and a fair price.

1st class value and the mats were a very good fit

Excellent product at very reasonable prices so no problem with buying again when they show signs of ware and tear.

The mats are of excellent quality and are a perfect fit. They are value for money.
I don't hesitate to recommend them.
The company also gives excellent customer service.

If you are ordering any colour other than black GET A SAMPLE.
I wanted some light coloured mats for my car which has a cream interior. I found this company online.
I wish I had read some of the reviews before I placed and paid for my order. 78% of users have left a bad review.
The format for ordering is very straightforward, put your car reg in, it’s tells you what mats, a 4 step ordering process, Choose quality, choose colour, any special trim and pay. Simple.
Except it isn’t.
I ordered the mats because the advertising picture shows a beige/cream colour which even if not spot on would still match my car interior. I was looking forward to receiving them at £44.98 they weren’t the budget ones either.
Glad I paid via my credit card and PayPal.
When they arrived I was more than disappointed.
Firstly- they were Brown, not even dark beige, A proper Mink brown, on their site they are called beige.
Secondly, they were grubby and marked. As I removed them carefully from the bag my hands were grimy and several of the mats had black marks on them.
Straight away I contacted their customer service via email, explaining the situation. After 6 lengthy emails including photos the man asked me to circle the marks on a photo which I did. He said he ‘didn’t have time to email me all day long’!
The photo is Now currently at ‘The Factory’.
I was told I should of asked for samples as they don’t refund because the colour is wrong and it is written into their terms and conditions that they don’t offer refunds unless the item is faulty. I couldn’t access their terms and conditions.
So being a completely different colour to the photo shown on the order page is ok? According to consumer law, products sold online must be: free from defects, the description must be accurate and the goods must conform, fit for the purpose that it was bought ie: match my car interior.
It would appear to me that when you purchase from this company you are entering into an unfair contract as it is clearly in favour of the trader. Which is a breach of the law.
I stated clearly that with the faults and the incorrect colour I would like a full refund as is my consumer right. By law “purchases must be legally as described”.
I would like to think that after digesting my complaint the company will learn from their mistakes, use a more accurate colour system, make the offer of samples more visible and their company terms and conditions available.
This is an opportunity to improve your service which is clearly in need as a complaint rate of 78% is high by anyone’s standards. I have intentionally not named any people in my review.

UPDATE: Company accepts that dirty mats are unacceptable and I have been offered a free replacement set of mats...in the same colour! Or a refund. I’ll take the refund thank you.
I finally got my refund, after someone had sent me another set of mats which I refused to accept delivery of - only because the original mats were dirty, not because the colour they supplied had no resemblance to the one they advertise.
They supply Halfords, so would advise you looking in there first.

Great quality car mats and fast turnaround - would recommend

This company is dreadful and have no customer service what so ever. They sent me the wrong mats for my car(their mistake as my order was clear) and the mats they did send took ages to arrive and were expensive and of poor quality. I asked to return them as by that time I had ordered from elsewhere. They would not respond to my emails when I requested to return the mats. After many weeks, I took the issue through paypal who were excellent and found a return address for me then gave me a full refund. Thank heavens i'd paid with paypal. Avoid this company at all costs

The delivery was a bit slow and the customer service was poir because they were hard to reach. The quality of the product I ordered was good and exactly what I asked for.

There are so many places you can buy high-quality tailored car mats from online. I'm sorry to report that tailoredcarmats.com absolutely is not one of them and - in my opinion - should be avoided.

After checking to ensure compatibility with my wife's Polo (including using the numberplate and verifying with them via email), I ordered a set of mats from their sister website 'yourcarparts'. Interestingly: all communication, order confirmation, and the PayPal confirmation came from tailoredcarmats.com.

What I received some time later was entirely incorrect: they were nowhere near even the right shape for the car, had the wrong mounting types, and in the wrong locations.

What followed was a protracted and frustrating period where I attempted to reach out to them to explain the problem. Over the course of several weeks I contacted them using email addresses on both websites, the (third) email address they had also contacted me on, the one from their PayPal receipt and then the telephone numbers from both website (leaving voicemails each time). Despite receiving read-receipts from my emails, I received absolutely no response at all to any of these attempts to contact them. Strange given how communicative they had been when I was confirming my order details.

This practice of ignoring me totally eventually lead me to revert to a PayPal dispute (thank goodness I'd not paid by card), which they also completely ignored. The process with PayPal was forced out over several stressful weeks whilst they remained entirely silent.

Eventually PayPal found in my favour and supplied an address to return the mats to for refund. However, as a final kick in the teeth, in order to claim the refund I had to return their faulty produce at my own cost and via a tracked method: another cost I incurred due to their awful service, and have been unable to recover.

The lack of customer service, combined with low-quality and incompatible product should - perhaps - be enough to suggest that you may be better off looking elsewhere for your tailored car mats.

However, over a year later, it got even worse.

Having heard absolutely nothing at all from them in the meantime, I received an email out of the blue demanding that I remove my negative review from here on Trustpilot. This was a blunt demand: they did not apologise, nor offer any explanation as to why they had been so totally unresponsive.

I declined, after which point mine - and every other negative review they had on here - was flagged by the business owner. Their rating at the time was less than 2, and where negative reviews were posted back online I saw foul language used in their responses to what appeared to be genuinely upset customers.

Eventually the owner reached out to me directly over email, where he admitted that he knew my review was accurate, but that they were attempting 'reputation management' to try and reset their profile. He offered me both money and product in exchange for the removal of this review. Aside from the earlier (single) demand that I remove the review, this is the only contact I have received from them.

Since, they have received (what I feel) is a suspicious number of very positive reviews, very suddenly; often posted within minutes of one-another.

It is not difficult to find high-quality, good-value car mats on the internet, there are so many places now doing it. I cannot recommend strongly enough that you give this website (tailoredcarmats.com), and their sister website (yourcarparts.co.uk) a miss.

They were truly awful to try and deal with when they sent the wrong thing, and have conducted themselves very poorly in my experience since. If in any doubt, take a look at their reviews under 'yourcarparts' or 'mr car mats' on here too - they are both the same company too.

Apart from the invoice upon my initial order, which, incidentally shows all incorrect contact details, there was absolutely no communication. Having obtained the correct contact details I emailed them twice, to which I got no response and I phoned them 3 times to which I had no response apart from leaving a message. One week after my order I complained to my bank AND PayPal. By sheer "coincidence" my order arrived via a My Hermes courier on a Sunday !

I suppose I am one of the lucky ones that did actually receive my order.

DO NOT ORDER FROM THIS COMPANY. THEY ARE SHYSTERS !

none or little feedback

lost or missing orders

website shows tracking number which carrier has no knowledge

in a word avoid like the plague

well product has arrived. company sent by a different carrier than stated on their website

still had no email contact at all very poor service