Earl K.
Ordered mats on February 13
Ordered mats on February 13, 2023 paid for the expedited service I called because 30 days past and no mats they told me they sent me an email asking for pictures of my vehicle interior which they said they sent an email requesting which they did not and there was no record spam or inbox. I sent the pictures waiting an additional two weeks call them up, and then they told me they were just sending them to production BS . I waited another two weeks. No emails i called they told me unfortunately they’re trying to track down the patterns to cut the mats for the vehicle. This model has been out for four years. I requested a refund. I just called today again checking on the refund. They told me that they do not have an answer on the refund yet. This company is obviously a scam and they’re taking your money and not supplying a product.
Response from X1MatsApr 24, 2023
Hello Earl, We're sorry to hear about the inconvenience and delay in receiving your order. As soon as we received your order, our customer service team reached out to you via email and phone several times to request pictures of your vehicle interior. We understand that you did not receive our emails and apologize for any miscommunication on our part. We take great care in ensuring that our products are tailored to fit our customers' vehicles perfectly, and as such, we required the pictures of your vehicle interior to confirm the measurements. Unfortunately, there was a delay in receiving the necessary information from you, which resulted in a longer processing time. Additionally, upon receiving the pictures, our team discovered that the measurements we had previously were incorrect. We immediately informed you of the situation and proceeded to refund your payment in full. Please note that refunds typically take 3-5 working days to reflect in your account. We want to assure you that we are a legitimate company that takes great pride in providing high-quality products and excellent customer service. We apologize once again for the inconvenience you experienced and hope that you will consider giving us another chance to provide you with the quality products and service we are known for. Please feel free to reach out to us if you have any further questions or concerns. Our team is always happy to assist you. Warm Regards, F1Mats Team!