Your PlaymatReviews of yourplaymat.com

Response from Your PlaymatDec 16, 2022

Hi Stephen, I'm really sorry for shipping the mat so late! it was during the Black Friday fiasco, and out of the thousands of orders, a few orders fell between the chairs... and sadly yours was one of them :/ I've just refunded you for the product and for the shipping as well. regardless, the product is on its way to you. ( the tracking number was sent via email). I'm really sorry it has to come to this and for providing, quite frankly, a bad shopping experience.. This isn't something normal for us either and I will find a way to fix this issue so it won't happen again, even on big sales days.. Let us know if you have any question,

Response from Your PlaymatDec 13, 2022

Hi Charles! can you please share your order number? I can't find your name in the store nor on email. Are you sure you ordered it from us? :/ Please remember that if you ordered a custom size mat, it says the production time can take up to 14 days and the shipping up to 30. Please let me know more details though so I can help better!

Response from Your PlaymatDec 9, 2022

Hi Ethan! I really sorry for the late reply! We've had tons of orders to take care of lately because of Black Friday and Cyber Monday and I couldn't get to Trustpilot on time, apologies! So I've just checked your order and and it seems like everything is going just fine. You placed an order on November 13th, and the order shipping out on November 23rd, which is the maximum amount of days it takes to process custom size and image orders (The process is longer than usual, and it's written in the product page, so there were no secrets from our side ^^). The Paracel is moving and the last update was yesterday. There were 6 updates since the order was shipped, again, I don't really see the problem :/ I can even send a link to a screenshot of it here or the link privately if you would like (of course I will hide your information). Just a heads up, it can take between 15-30 business days for the order to arrive (not including the production time), so please make sure you know all of the details before taking it public, because we don't have many reviews yet and every 1 star really does damage our reputation. If we deserve the bad review, then but all means, we have no problem with it, because it's actually valuable feedback that we can learn from. Again, I'm more than willing to send you the link, just let us know! If you'll encounter any problems or if you have any questions, please contact us via chat, social media or email, we always reply within 24h!

Response from Your PlaymatNov 10, 2022

Hi Brian, I must apologize for this mess we caused! Sadly, you're 100% right about what you wrote. Our editor in charge of taking care of the foil playmats process filed his resignation a few weeks ago, and since then, his work quality have deteriorated. He didn't communicate with you well at all and actually even ignore your messages, which led to your distrust in us, which again, I totally understand. If you would give us another chance, I would like to offer you this product for free, I will personally take care of your order this time and make sure your needs are made! Will reach out via email. Again, apologies for the trouble, this is not how we usually operate and the new editor is being trained these days. P.S - Regarding the time frame of the order, for anyone who wants to order a Custom Foil Playmat - we wrote in the product page that it takes between 14-30 days to produce the mat and ship it out. It involves manual work and it is a popular product, so please know that in advance! https://www.yourplaymat.com/products/custom-foil-card-playmat

Response from Your PlaymatNov 9, 2022

Hey Karmatic, I'm really sorry that you didn't like the print and I understand why you would be disappointed. The 4x4 inches grid did not come out as you wanted, but I must say, not only that we provide the information about the potential bleeding area, but in our terms and conditions we do not guarantee that the prints will come exactly how the customers invision. Sadly, it's just not really realistic when it comes to the print on demand business :/ We do offer refunds if the products comes damaged or washed up (very rare and I just checked the picture you sent, not the case here) and as much as cliche as it sounds, we always try to provide the best products and services possible. Again, I'm sorry the grid did not come out as intended Kramatic but at least the sleeves came up nicely without any issues, so we're not all bad I guess.

Response from Your PlaymatMar 24, 2022

Hey Karen, I'm deeply sorry for this horrible experience you had with us and for receiving the wrong playmat size. I went over the case and you're completely right. I've taken measure to my own hands and refunded you for the full amount. this should not have happen and basically the problem was that instead of creating a new order for you (with no charge of course) and let it go through the process in our system, we took care of it manually, and usually, from my experience, this is the result! This is not how we produce reshipments, nor conduct ourselves when it happens, and the person that took care of you didn’t act according to our standard procedure. I keep on checking who was involved in this case in order to make sure it won’t happen again. 

Usually at the end of the year, we have tons of orders because of black Friday and Christmas sales, so I can see why it happened, but regardless, it is still wrong and sadly, you didn’t get the mat size you wanted because of it. 

Honestly, I’m really sorry Karen and it sucks to see someone gets dissapointed but at least I can guarantee you will get the mat for free, plus the full refund.