Weathertech Canada - Poor Customer Service

[TakumiDC5]

I purchased a set of floor mats from my 2003 Civic hatch. I am very picky with mats, which is why I decided to go with Weathertech, since they are known to fit like they are custom-made. And they indeed command such a price, almost $100 after shipping for the mats.

When I received them, I was quite disappointed with the fitment, there was a large gap in the lower right side. Therefore, I decided to email the shipping lady who sent me my confirmation notice, as I wanted to know why a set of $100 mats looked like this.

http://img201.imageshack.us/img201/3626/weathertechpoorfitmentky4.jpg
(yeah i know the car is dirty, its winter :P)

I didn't ask for a refund or anything, just expressed my disappointment and wanted to make sure I got the right mats. Here is my email:

I have received the floor mats, but I have to say I am quite disappointed with the fitment. It seems the lower right corner of the mat is missing on the drivers side. For mats that cost nearly $100 I expected much more.

I have attached a picture, and highlighted the area in red. You can see the original OEM carpet mat underneath. Is it possible I have been sent the wrong size?

Here is her response:

Mr. ****, these are the mats that were shown exactly at the time of ordering on the website and we did send the right ones. These are the best fitting mats we have for this vehicle. If you were not satisified upon receipt it might have been a good idea to request a return before they were used. We do not accept used mats to be returned. ****

For the most part her email is fine, but I definitely found the whole "if you were not satisfied it might have been a good idea to request a return before they were used..." bit to be quite condescending and rude :rolleyes:

#1 I was test-fitting the mat, can't really do that with all the packaging they had around it.
#2 I never requested a return in the first place. I just wanted to know what's up, and make sure I received the right product.

She basically just didn't give a sh*t that I wasn't 100% happy. Anyways, long story short, if you buy weathertech, beware that the mats may not fit perfectly (even though you are paying a real premium price for them), and customer service from this particular lady was terrible.


ps. Yes I know you can get mats for $10 from Crappy Tire, but I wanted perfect fitting, nice mats. Which I know weathertech is capable of, since the ones in my parents Honda Odyssey are perfect fit.

[Tomy]

I purchased a set of floor mats from my 2003 Civic hatch. I am very picky with mats, which is why I decided to go with Weathertech, since they are known to fit like they are custom-made. And they indeed command such a price, almost $100 after shipping for the mats.

When I received them, I was quite disappointed with the fitment, there was a large gap in the lower right side. Therefore, I decided to email the shipping lady who sent me my confirmation notice, as I wanted to know why a set of $100 mats looked like this.

http://img201.imageshack.us/img201/3626/weathertechpoorfitmentky4.jpg
(yeah i know the car is dirty, its winter :P)

I didn't ask for a refund or anything, just expressed my disappointment and wanted to make sure I got the right mats. Here is my email:



Here is her response:



For the most part her email is fine, but I definitely found the whole "if you were not satisfied it might have been a good idea to request a return before they were used..." bit to be quite condescending and rude :rolleyes:

#1 I was test-fitting the mat, can't really do that with all the packaging they had around it.
#2 I never requested a return in the first place. I just wanted to know what's up, and make sure I received the right product.

She basically just didn't give a sh*t that I wasn't 100% happy. Anyways, long story short, if you buy weathertech, beware that the mats may not fit perfectly (even though you are paying a real premium price for them), and customer service from this particular lady was terrible.


ps. Yes I know you can get mats for $10 from Crappy Tire, but I wanted perfect fitting, nice mats. Which I know weathertech is capable of, since the ones in my parents Honda Odyssey are perfect fit.

that's why i always get mats from the stealership.. yes it's a bit expensive, but it will fit perfectl :)

[Kiss Kiss]

Is that the same picture that you sent to her? If yes, then I can understand her response because the mat looks very dirty! Even though you weren't asking for a refund you wanted an exchange which means that they have to be able to resell the mats in your picture.

It's too bad that you didn't notice the problem before you used them.

I plan on purchasing the Digitalfit mats from Weathertech and will make sure of the fit.

Thanks for your post and sorry for your experience.

[TakumiDC5]

Is that the same picture that you sent to her? If yes, then I can understand her response because the mat looks very dirty! Even though you weren't asking for a refund you wanted an exchange which means that they have to be able to resell the mats in your picture.

It's too bad that you didn't notice the problem before you used them.

I plan on purchasing the Digitalfit mats from Weathertech and will make sure of the fit.

Thanks for your post and sorry for your experience.

Very dirty? That's from stepping on them twice after installing them. And I wasn't even wearing my outdoor shoes, just my garage slippers. If you live in Edm, you'll know why its that dirty.

If anything, I wanted WeatherTech to know that they don't fit that well, and they should be redesigned. I don't understand why they didn't make that corner of the mat bigger, and allow people to cut-to-fit.

I've looked long and hard, and since Honda doesn't sell mats specifically made for this hatch, these are still the best-fitting ones, so I had no intentions of returning them. I just wanted them to see the poor fitment.

[TakumiDC5]

that's why i always get mats from the stealership.. yes it's a bit expensive, but it will fit perfectl :)

Unfortunately Honda decided not to make mats for this model of civic.

[afici0nad0]

this an ep3 civic?

yes, i can see your frustration. if you're paying $100 plus for 3rd party vendor mats, they better fit like a glove.

how do the passenger and rear mats fit?

[macnut]

I just wanted them to see the poor fitment.

Yes, it's too bad that many C. S. reps. seem to be geared only toward accepting or refusing returns rather than recording feedback from customers.

You would think it would be in their long-term interests to consider your disappointment, and at the very least make sure that future customers are aware of the fitment that falls short of their usual high standards.

WeatherTech have a brand image that makes people recommend them to friends, similar to TireRack, or Sony, etc., so this is a blot on their copybook.

[TakumiDC5]

this an ep3 civic?

yes, i can see your frustration. if you're paying $100 plus for 3rd party vendor mats, they better fit like a glove.

how do the passenger and rear mats fit?

Yes, its for an EP3 civic hatch. And thanks for your understanding, that's exactly my problem, $100 mats should fit perfectly.

I didn't get the rear mats. The passenger front fit is not perfect either. There is a bit of gap on the sides, but it is better than the drivers front side.

[TakumiDC5]

Yes, it's too bad that many C. S. reps. seem to be geared only toward accepting or refusing returns rather than recording feedback from customers.

You would think it would be in their long-term interests to consider your disappointment, and at the very least make sure that future customers are aware of the fitment that falls short of their usual high standards.

WeatherTech have a brand image that makes people recommend them to friends, similar to TireRack, or Sony, etc., so this is a blot on their copybook.

Exactly! A simple apology would have sufficed, and maybe a promise to look further into the fitment issue in future designs.

[romsan04]

you should of got FloorLiner™ DigitalFit™ these are the best for the winter

[THINKPADT61]

That's why you should get the floorliner! I got them for my 09 Vibe, just love them!

They fit so well!! My gf bought the same stuff you did... I agree, factory stuff are better than that... but floorliner is a different story!

http://farm4.static.flickr.com/3285/3038994551_289fd5129c_o.jpg

[Kiss Kiss]

That's why you should get the floorliner! I got them for my 09 Vibe, just love them!

They fit so well!! My gf bought the same stuff you did... I agree, factory stuff are better than that... but floorliner is a different story!

http://farm4.static.flickr.com/3285/3038994551_289fd5129c_o.jpg

Very nice. I purchased the my black RAV4 mats from the dealership and think that I would prefer the grey digitalfit RAV4 mats.

[bembol]

+1 ^ If you are going to spend this much, spend a bit more and get the FloorLiner.

I've seen pics of OP's order on my Coupe and didn't like them. I'm also not ready to spend this much on Floor Mats. LOL The $40 Michelin's at Costco will do. Sure they are custom but they look worst than the Michelin's to tell you the truth.

[TakumiDC5]

Unfortunately, no floor liner available for my model of car. Looks great on your car though.

[nornet]

I'm with the CSR on this and I'm sure the company would have no issues with them being returned unused.

[belgiangenius]

Here is her response:

For the most part her email is fine, but I definitely found the whole "if you were not satisfied it might have been a good idea to request a return before they were used..." bit to be quite condescending and rude :rolleyes:

#1 I was test-fitting the mat, can't really do that with all the packaging they had around it.
#2 I never requested a return in the first place. I just wanted to know what's up, and make sure I received the right product.

She basically just didn't give a sh*t that I wasn't 100% happy. Anyways, long story short, if you buy weathertech, beware that the mats may not fit perfectly (even though you are paying a real premium price for them), and customer service from this particular lady was terrible.


ps. Yes I know you can get mats for $10 from Crappy Tire, but I wanted perfect fitting, nice mats. Which I know weathertech is capable of, since the ones in my parents Honda Odyssey are perfect fit.

For being in customer service, the tone of that response is definitely unacceptable. Unfortunately, the majority of people in customer service these days seem to be just as clueless as this person.

I don't know why CS people always seem to get off on blaming the customer for the problem, which is what this person is doing by: (1) stating that it is the same as what was shown in the picture, and (2) saying that you can't return it now because you used it.

I often have the same feeling when dealing with CS people - that is, before even explaining the issue, I often feel they're trying to set me up to blame me for whatever I'm about to raise as an issue.

I think the response comes across as a lightly veiled "F U" and this person should not be working in such a capacity.

I have the Weathertech floorliners for my Ford Fusion and love them, but they actually fit properly. I'd have been very displeased with those floor mats as well. In your position, I think I'd be showing up in person at the headquarters to pick a beef with them (Hamilton, isn't it?).

In my mind, Weathertech has a brand image for producing high quality floor mats with excellent fit. That response you receive certainly tarnishes that reputation in my mind, which means that CSR utterly failed to be effective at her job.

[matman]

To set the record straight, I am writing on behalf of WeathertechCanada and we are very serious about customer satisfaction. We have spent many millions of dollars on laser measuring equiptment, ongoing test fitting, mold designing and now have over 102 patterns of custom floor mats along with triple that of our new Floor Liners. We do the absolute best we can to insure proper fit and customer's satisfaction, and attempted to respond to this customer's concern by email but four emails in a row were rejected at his end and we are still waiting to have him contact us. Our CSR in question is the most pleasant, accomodating person we could hire and her satisfaction rating was 100% until this issue. Enough said here...WeathertechCanada offers a return policy for any product a customer is not satisfied with 100%. We are not able to accept returns of used products as there is no market for them through our sales channel. It is not necessary to use a mat in order to determine it's fitment level, but it is a consumer's prerogative to voice his displeasure about any product and we do understand he is exercising that right.

[Tomy]

That's why you should get the floorliner! I got them for my 09 Vibe, just love them!

They fit so well!! My gf bought the same stuff you did... I agree, factory stuff are better than that... but floorliner is a different story!

http://farm4.static.flickr.com/3285/3038994551_289fd5129c_o.jpg

wow this thing is nice!

[TakumiDC5]

I'm with the CSR on this and I'm sure the company would have no issues with them being returned unused.

I never asked for a refund. The csr merely jumped to that conclusion and proceded to tell me I'm screwed since I already opened the package.

[KawaiiTentacleBeast]

In other news. There are people who pay $100 for Honda Civic floormats.

[TakumiDC5]

To set the record straight, I am writing on behalf of WeathertechCanada and we are very serious about customer satisfaction. We have spent many millions of dollars on laser measuring equiptment, ongoing test fitting, mold designing and now have over 102 patterns of custom floor mats along with triple that of our new Floor Liners. We do the absolute best we can to insure proper fit and customer's satisfaction, and attempted to respond to this customer's concern by email but four emails in a row were rejected at his end and we are still waiting to have him contact us. Our CSR in question is the most pleasant, accomodating person we could hire and her satisfaction rating was 100% until this issue. Enough said here...WeathertechCanada offers a return policy for any product a customer is not satisfied with 100%. We are not able to accept returns of used products as there is no market for them through our sales channel. It is not necessary to use a mat in order to determine it's fitment level, but it is a consumer's prerogative to voice his displeasure about any product and we do understand he is exercising that right.

I did not receive any emails other than those from Denise (the original CSR I dealt with).

I checked my spam filter this morning, and also, no emails from weathertech or macniel automotive. Maybe you sent it to the wrong address?

I received a reply from Denise this morning, and promptly sent an email back linking her and Mark (her manager?) to this thread.

I'm sure she has received great reviews in the past. But it's quite clear in her little 2-liner email that she has expressed zero concern for my dissatisfaction.

[belgiangenius]

To set the record straight, I am writing on behalf of WeathertechCanada and we are very serious about customer satisfaction. We have spent many millions of dollars on laser measuring equiptment, ongoing test fitting, mold designing and now have over 102 patterns of custom floor mats along with triple that of our new Floor Liners. We do the absolute best we can to insure proper fit and customer's satisfaction, and attempted to respond to this customer's concern by email but four emails in a row were rejected at his end and we are still waiting to have him contact us. Our CSR in question is the most pleasant, accomodating person we could hire and her satisfaction rating was 100% until this issue. Enough said here...WeathertechCanada offers a return policy for any product a customer is not satisfied with 100%. We are not able to accept returns of used products as there is no market for them through our sales channel. It is not necessary to use a mat in order to determine it's fitment level, but it is a consumer's prerogative to voice his displeasure about any product and we do understand he is exercising that right.

I checked out the pictures at your WEB site for the OP's car and, while of course you delivered the mats shown in the photo, there are no photos of the mats installed in the vehicle so the OP would have no way of knowing that the mats in fact do not fit, nor is there any indication in the description that the mats fail to cover a substantial portion of the floor in that car.

In fact, with reference to Hondas, the "real life experience" section of your WEB site states:

"What a fit, a good comparison would be like calf skin leather gloves on a ladies hands, just a perfect fit. Excellent grip to the carpet, no movement, and when your boots are on the liners, they don't slide around. You can actually feel the quality right through your boots."

It seems to me that, in this case, you have failed to deliver what the OP reasonably expected to be purchasing. I'm not sure how the "laser measuring equipment" you reference is relevant, when the mats in fact fail to cover a substantial portion of the floor. This is not so much a fitment issue, as a "Are these even the right mats?" issue. One does not require a GPS system to determine that he is in the wrong city.

You state "It is not necessary to use a mat in order to determine it's fitment level", but from the OP's account, all he has done is place them in his car, perhaps stepping on them in the process of doing this. If you consider this to be "use", it seems it would be nearly impossible to determine whether the mats fit without losing the opportunity to return them.

As a neutral party reading this thread, it simply appears to me that you failed to deliver to this customer what he understood to be purchasing, insulted him when he contacted you for an explanation, and are now refusing to remedy the situation.

Why should we think that you are very serious about customer satisfaction? From this account, it seems your actions indicate the opposite. People on this site tend to be informed consumers and tend not to buy meaningless lipservice.

Suggestion to the OP from a layman: I believe you may have a case under Ontario's Consumer Protection Legislation. Legislation sets the minimum legally acceptable standard of behaviour for sellers in Ontario, not the company's policy.

[TakumiDC5]

Thanks for the support, Belgian. Good to know someone understands my point of view.

[macnut]

matman seems to have totally missed the point.

The onus should not be put on customers to decide which WeatherTech mats actually do "fit like a glove".

Returning goods is inconvenient for both parties.

Far better to learn from this and make sure that your website indicates where fitment may not be exact for specific makes and models.

[TakumiDC5]

For those who might be bored and want to read a lot:

Here is the last reply from Mark @ weathertech
We do appreciate your feedback and unfortunately cannot financially or time-wise go backwards to redesign mats for non-current automobile models. The number you received was an updated number that replaced the original fitment for your car. When we shifted all manufacturing of floor mats to North America and built all new molds, the design originally used for your vehicle was replaced with the number you received. I does fit well in all areas except the right corner closest to the console…unfortunately, we just don’t sell enough mats for the early Civic any more to invest approximately $100,000.00 in the mold and cannot utilize the old one as our manufacturing process is now state of the art and the early molds all became obsolete. Thank you for your communication and please let us know if there is anything we can do to satisfy your experience with WeathertechCanada.

Here is my last reply to them:
Thanks for your reply Mark. I appreciate your explanation and understand your reasoning.

My only remaining concern is that you ensure that future customers do not receive a response as I did in my original email. I felt that Denise immediately assumed I wanted my money back, and went into a defensive mode to shift the blame to me and shoot me down. She did not express any concern for my dissatisfaction, nor make any effort to address it. As a small business owner myself (my wife runs a small retail shop), I would never address any of our customers in this fashion.

The reason I asked to confirm if I received the correct mat in the first place is that the box I received said "Fits GMC Acadia or Saturn Outlook 2007+". It did not mention 'Honda' or 'Civic' anywhere on it, which left me a bit puzzled.

In any case, thank you for addressing my concerns, and I wish you guys well in the future. I am still a little disappointed in the fitment of the mats since they cost so much, but I don't think there is anything further to be done about that. Live and learn, as they say.

I guess that about closes the issue. Can't say I'm 100% satisfied, but oh well. The only reason I got peeved enough to start a thread about it, was the original response I received. I hope they don't address customers like that in the future.

[TenzoR]

I checked out the pictures at your WEB site for the OP's car and, while of course you delivered the mats shown in the photo, there are no photos of the mats installed in the vehicle so the OP would have no way of knowing that the mats in fact do not fit, nor is there any indication in the description that the mats fail to cover a substantial portion of the floor in that car.


The OP has the car and the floor mat picture. It's not hard to put these two together in your head to see if they fit or not. Granted the manufacturer should have taken some pictures but it's not rocket science here.

[TakumiDC5]

matman seems to have totally missed the point.

The onus should not be put on customers to decide which WeatherTech mats actually do "fit like a glove".

Returning goods is inconvenient for both parties.

Far better to learn from this and make sure that your website indicates where fitment may not be exact for specific makes and models.

Exactly, I went to the weathertech site because they are known to fit like OEM. I didn't even think twice about fitment when I ordered them.

Are they expecting me to carry my dirty mats up to my computer room, and hold them next to my monitor to see if the shape matches?

Or perhaps they think I should lug my computer down to my car to try it out.

I was expecting to order them, drop them in for a perfect fit, and be on my way. I don't mind paying a little more for that kind of convenience. If I wanted to measure out the mats and check fitment and have a huge gap afterwards, I would've bought $20 mats from Costco or Canadian Tire.

[TakumiDC5]

The OP has the car and the floor mat picture. It's not hard to put these two together in your head to see if they fit or not in your head. Granted the manufacturer should have taken some pictures but it's not rocket science here.

Do you know the exact shape of your car floor mats while you are sitting in front of the computer? Not only that, but this is for my wife's car, which I rarely drive.

From weathertech's reputation and from my previous experience, the mats they sell are perfect fit, no issues. Or so I thought. I ordered them without thinking twice about it, but obviously that was a mistake.

[belgiangenius]

For those who might be bored and want to read a lot:

Here is my last reply to them:

I guess that about closes the issue. Can't say I'm 100% satisfied, but oh well. The only reason I got peeved enough to start a thread about it, was the original response I received. I hope they don't address customers like that in the future.

I don't expect you're going to end up 100% satisfied with this company.

It seems clear to me from their latest response, which seems to do everything possible to provide excuses and avoid any responsibility, that the company has no intention of trying to satisfy you.

Despite the fact that the company's reputation and its web site creates the expectation that mats will be a perfect or near perfect fit, your mats certainly are not and the web site provides no indication of this.

Yet, the overwhelming tone of all of these responses from Weathertech is simply, "It ain't our fault!"

I guess it's yours (the customer).

Even if it's not your fault, it seems it's your problem now. Thank you for dealing with Weathertech. :)

[TenzoR]

Do you know the exact shape of your car floor mats while you are sitting in front of the computer? Not only that, but this is for my wife's car, which I rarely drive.

From weathertech's reputation and from my previous experience, the mats they sell are perfect fit, no issues. Or so I thought. I ordered them without thinking twice about it, but obviously that was a mistake.

Yes, if you use your car every day you should have some idea what you are stepping into ... maybe that or I'm just a fanatic about my car :D

[TakumiDC5]

Yes, if you use your car every day you should have some idea what you are stepping into ... maybe that or I'm just a fanatic about my car :D

Well like I said, these mats were for my wife's car, which I rarely drive. I assumed that the weathertech's would be a perfect fit and didn't bother to check.

[Tomy]

Yes, if you use your car every day you should have some idea what you are stepping into ... maybe that or I'm just a fanatic about my car :D

im a fanatic for my car, but i wouldnt say i would be sure it'll fit perfectly just by looking at the picture.

may b im missing the point, but getting a floor mat specifically designed for the car gave me an assumption it will fit perfectly... if it didnt, either 1. u bought the wrong model 2. u bought the universal ones.

[Tomy]

especially..you usually buy floor mats when you recently purchase the car, so it's hard to know the floor shape off by heart :)

[fratello25]

I don't expect you're going to end up 100% satisfied with this company.

It seems clear to me from their latest response, which seems to do everything possible to provide excuses and avoid any responsibility, that the company has no intention of trying to satisfy you.

Despite the fact that the company's reputation and its web site creates the expectation that mats will be a perfect or near perfect fit, your mats certainly are not and the web site provides no indication of this.

Yet, the overwhelming tone of all of these responses from Weathertech is simply, "It ain't our fault!"

I guess it's yours (the customer).

Even if it's not your fault, it seems it's your problem now. Thank you for dealing with Weathertech. :)

Can't agree more with the above. I just bought a new car and was considering Weathertech until I read the OP's post and the company's responses. A company should stand behind its product, and when it doesn't, it's a clear sign that customer satisfaction is not a priority (or even a secondary concern). I certainly wouldn't want to end up in the OP's position, and until Weathertec can convince me that they've changed their approach to customer service, I'll be sending my money elsewhere.

[matman]

We have followed this trail of comments to this point and can only say that the quality of our products and the percentage of satisfied customers is extremely high. We have been in contact with this customer in an attempt to resolve this situation, but he has not asked us to do anything for him. It appears that trashing our products is the mandate at this point and we are powerless to do anything about that...

[TakumiDC5]

We have followed this trail of comments to this point and can only say that the quality of our products and the percentage of satisfied customers is extremely high. We have been in contact with this customer in an attempt to resolve this situation, but he has not asked us to do anything for him. It appears that trashing our products is the mandate at this point and we are powerless to do anything about that...

Wow so now after I let this go with a civil email you are going to come on here insulting me?

What exactly has your company done to resolve my problem? Tell me that I can't return it because I opened it? Your company hasn't offered a single solution, or even an apology for this whole mess. All you've done is explain to me that I can't return the mats because they are now 'used'. And ofcourse, weathertech is not in the business of selling used mats!

All I wanted was to bring to your attention the fitment issue, in hopes that you will consider this when manufacturing future designs. And because of that, I get called out for trashing your products?

Unbelieveable.

I'm not going to 'ask' you to do anything for me, because I'm not the type to demand action of your company. There are a million things you could've offered me to mend this situation. A discount? A gift card towards future purchase? A poster of your CEO swimming in his pile of money? I'm not going to straight out ask for these things, but offering SOMETHING would show that you actually wanted to resolve this.

Even if you didn't offer anything (which you didn't), I would've walked away from this still having an indifferent type of opinion towards your company, I mean you did reply to my emails at least.

But now with you making this post, you've gone way too far. I was ready to let this thread die, but now I'll be sure to spread the word. Not only does weathertech make imperfect mats, they treat you like crap and kick you on the way out too!

[Stock R]

I can't believe some of the stuff I'm reading in this thread. I truly hope that matman isn't actually a representative of weathertech. Needless to say, I am in shock about the treatment and response the OP has been receiving. I'll probably steer clear of weathertech in the future and go for generic floor mats instead.

For being in customer service, the tone of that response is definitely unacceptable.

I think the response comes across as a lightly veiled "F U" and this person should not be working in such a capacity.

+1

WeathertechCanada offers a return policy for any product a customer is not satisfied with 100%. We are not able to accept returns of used products as there is no market for them through our sales channel.

It appears your company does not understand what "100% satisfaction guaranteed" means. 100%. Your guarantee is not "50%" or "Guaranteed until you use it" or "100% guaranteed fitment". Your inability to re-sell returned used mats is irrelevant to your guarantee. If you offer a 100% guarantee, you should be confident enough in your products to be willing to suck up the costs of the few unsatisfied customers that come along the way.

What if the OP was unsatisfied that 3 months down the road that the floor mats started ripping? Is weathertech's response "Too bad. You already used them and they're ripped. We can't resell them!"

Here's an example for you.

A few years ago, I bought a Staples branded ink cartridge for my printer. I chose the Staples brand because it was cheaper and was "100% satisfaction guaranteed". 3 months down the road one of the ink heads failed, rendering the entire cartridge useless. I had been using the cartridge occasionally for 3 months mind you. I was not 100% satisfied w/ the product as it failed a lot sooner than it should've. I brought the cartridge back and Staples gave me a gift card worth MORE than the cartridge as a replacement. They understood that while the cartridge was used, and over 3 months, their product had failed to meet my expectations and since they guaranteed my 100% satisfaction, they made things right.



Why should we think that you are very serious about customer satisfaction? From this account, it seems your actions indicate the opposite. People on this site tend to be informed consumers and tend not to buy meaningless lipservice.

A company should stand behind its product, and when it doesn't, it's a clear sign that customer satisfaction is not a priority (or even a secondary concern).


+1. See my comments above in regards to what Staples regards as "customer satisfaction".

Another good example is Costco. Costco is probably the most highly regarded in terms of customer satisfaction. I try my best to shop at Costco because they stand behind what they sell. Even if I'm not happy with it 1 year down the road, they'll take it back.

I don't expect you're going to end up 100% satisfied with this company.

It seems clear to me from their latest response, which seems to do everything possible to provide excuses and avoid any responsibility, that the company has no intention of trying to satisfy you.


Agreed.


It appears that trashing our products is the mandate at this point and we are powerless to do anything about that...

Exactly! A simple apology would have sufficed, and maybe a promise to look further into the fitment issue in future designs.

Clearly you didn't read the thread. TakumiDC5 has never actually trashed your product, he has only talked about his disappointment. He was looking for an apology and all your company has done is brush him off.

[fratello25]

We have followed this trail of comments to this point and can only say that the quality of our products and the percentage of satisfied customers is extremely high. We have been in contact with this customer in an attempt to resolve this situation, but he has not asked us to do anything for him. It appears that trashing our products is the mandate at this point and we are powerless to do anything about that...

If this is in fact a representative of weathertec, I suggest you stop digging your hole any deeper. You've turned what was an easily remedied situation that would have inspired confidence in your company's ability to address very valid customer concerns into a PR nightmare. Never do you insult a customer, especially when one raises a legitimate issue! It is in situations like these that I'm thankful for the ability of the internet to widely expose these despicable practices. I'm pretty sure that I'm not the only one you've now convinced to steer far away from your company.

[gamer123]

i highly doubt hes a wt rep lol

[romsan04]

I would say it's OP fault not to check if they do fit properly and if they were not, he could contact weathertech right away to get his money back.

Yeah, I agree with CS, at this point OP just trashing the product because of his stupidity.

[TakumiDC5]

I would say it's OP fault not to check if they do fit properly and if they were not, he could contact weathertech right away to get his money back.

Yeah, I agree with CS, at this point OP just trashing the product because of his stupidity.

How am I trashing the product? I already said that the Odyssey mats fit perfectly and that the other fellow's pictures with the liner in the Rav4 looked great.

I did contact weathertech right away. In fact I sent them the email the same night I opened the product. And they refused to give me any money back before I even mentioned trying to return anything.

Please don't post dumb sh*t if you're not even going to read the whole thread.

[romsan04]

How am I trashing the product? I already said that the Odyssey mats fit perfectly and that the other fellow's pictures with the liner in the Rav4 looked great.

I did contact weathertech right away. In fact I sent them the email the same night I opened the product. And they refused to give me any money back before I even mentioned trying to return anything.

Please don't post dumb sh*t if you're not even going to read the whole thread.

I did read whole thread. Why are the mats so dirty then?? You had to step on them just to see if they fit???

If they didnt fit when you tried them, why did you use them?? Instead of just taking them out and return???

Cheap lesson to learn, if you dont like something return it right away before using it.

[nornet]

i did read whole thread. Why are the mats so dirty then?? You had to step on them just to see if they fit???

If they didnt fit when you tried them, why did you use them?? Instead of just taking them out and return???

Cheap lesson to learn, if you dont like something return it right away before using it.

+1

[TakumiDC5]

I did read whole thread. Why are the mats so dirty then?? You had to step on them just to see if they fit???

If they didnt fit when you tried them, why did you use them?? Instead of just taking them out and return???

Cheap lesson to learn, if you dont like something return it right away before using it.

I put the mats in. Noticed the gap in the corner. Wanted to see if my foot actually reached that area when sitting in the car. And it did. So I emailed them to ask wtf is up.

Returning it = shipping back a huge box ($$$) + restocking fee. I'm not interested in that.

I just wanted to make sure I got the right mats since the box said the mats are for GMC and Saturn cars.

And if I did have the right ones, I wanted to tell them that their mat doesn't fit all that great for costing so much money. Is there anything wrong with that? It's not like I'm demanding something in return. Yet the CSR immediately assumes I'm demanding money back, and denies me before I've even mentioned anything.

Honestly, the mats aren't THAT bad. This thread is more about the service I've received (notice the title of the thread???).

[TakumiDC5]

By the way, I think matman does actually work for Weathertech, since he/she did know about the '4 failed email attempts' that they mentioned to me. Apparently my google email account was rejecting their email... not sure what was going on there.

[macnut]

By the way, I think matman does actually work for Weathertech ...

Surprising,

but maybe he is newly recruited from his first career job as a McDonalds Manager.

[belgiangenius]

We have followed this trail of comments to this point and can only say that the quality of our products and the percentage of satisfied customers is extremely high. We have been in contact with this customer in an attempt to resolve this situation, but he has not asked us to do anything for him. It appears that trashing our products is the mandate at this point and we are powerless to do anything about that...

Dude, to the contrary most people on this thread are praising your products - EXCEPT for the OP's mats which don't seem to fit.

It is the customer service that is the issue in this thread. Are you even reading these posts? You seem to be proving our point.

[belgiangenius]

If this comapny ever did anything for you (like call you to apologize) please let us know, as I still can't believe that customer service can be *that* bad.

[aquariaguy]

I was about to purchase Weathertech mats for my parents two cars till I read this, coming from another thread: http://www.redflagdeals.com/forums/showthread.php?t=451073&page=2

Time to get Husky liners instead.

[TakumiDC5]

I did not receive any further replies from Weathertech.

After using the mats for a few months, I'm definitely confident in saying they are NOT worth the money. They slide around in my civic, just like the cheap canadian tire ones. I always have to reach down and adjust them.

For something that costs almost the same as OEM rubber mats from Honda, I would definitely just get the factory ones next time.

[mart242]

FWIW, the weather tech fit well in subaru impreza's according to folks on various subaru forum.

I think that it depends on the car.

[macnut]

FWIW, the weather tech fit well in subaru impreza's according to folks on various subaru forum.

I think that it depends on the car.

That's the whole point.

Weathertech Canada just needs to identify the few applications where they use a close approximation (multi-application fit) so that the prospective customer is aware ahead of time.

Would avoid disappointed customers, and negative publicity.
Seems like a no-brainer to me.

[alamshahid]

I can't believe some of the stuff I'm reading in this thread. I truly hope that matman isn't actually a representative of weathertech. Needless to say, I am in shock about the treatment and response the OP has been receiving. I'll probably steer clear of weathertech in the future and go for generic floor mats instead.
+1
It appears your company does not understand what "100% satisfaction guaranteed" means. 100%. Your guarantee is not "50%" or "Guaranteed until you use it" or "100% guaranteed fitment". Your inability to re-sell returned used mats is irrelevant to your guarantee. If you offer a 100% guarantee, you should be confident enough in your products to be willing to suck up the costs of the few unsatisfied customers that come along the way.

What if the OP was unsatisfied that 3 months down the road that the floor mats started ripping? Is weathertech's response "Too bad. You already used them and they're ripped. We can't resell them!"

Here's an example for you.
A few years ago, I bought a Staples branded ink cartridge for my printer. I chose the Staples brand because it was cheaper and was "100% satisfaction guaranteed". 3 months down the road one of the ink heads failed, rendering the entire cartridge useless. I had been using the cartridge occasionally for 3 months mind you. I was not 100% satisfied w/ the product as it failed a lot sooner than it should've. I brought the cartridge back and Staples gave me a gift card worth MORE than the cartridge as a replacement. They understood that while the cartridge was used, and over 3 months, their product had failed to meet my expectations and since they guaranteed my 100% satisfaction, they made things right.

+1. See my comments above in regards to what Staples regards as "customer satisfaction".

Another good example is Costco. Costco is probably the most highly regarded in terms of customer satisfaction. I try my best to shop at Costco because they stand behind what they sell. Even if I'm not happy with it 1 year down the road, they'll take it back.

Agreed.

Clearly you didn't read the thread. TakumiDC5 has never actually trashed your product, he has only talked about his disappointment. He was looking for an apology and all your company has done is brush him off.

I was set to try and order two sets of mats for each of my cars until I came across this thread. I completely agree with the above; this company obviously doesn't stand by its own product.

I think the OP has every right to be upset at spending money on something that didn't satisfy his needs. The attitude of Matman is horrendous, for someone who supposedly works for the company he obviously doesn't realize that a person' bad experience can have a detrimental effect on the company's overall standing.

Good luck to Weathertech, your methods of doing business will undoubtedly catch up to you.

[kavatski]

I'm been happy with Weathertech products - their floor liners (I'll never go back to plain old mats) fit and work well.

As far as I can tell, the company (Marcor Automotive) selling Weathertech products in Canada is just the distributor here, and not actually part of the US-based company (MacNeil Automotive Products) that designs and manufactures the mats. If I was having a problem with Weathertech products and not getting satisfaction from the distributor I'd be tempted to go right to the manufacturer.

[User Name]

+1 Definitely not going to consider WT at all. If matman and the cs rep are both working for the distributor Marcor, then that explains why they are so unwilling to take returns since Marcor already paid for the mats from WT. The easy solution for them should have been "you're not 100% satisfied, throw them out we'll refund your money". But judging by the tone of their replies, even if they went out on a limb and offered a refund, they would have tried to get OP to pay for shipping the mats back just to stick it to him.

If you are dealing with a distributor, and are unsatisfied, you shoud always send a complaint to the manufacturer. If the manufacturer gets enough complaints about a particular distributor, they will dump them and find another distributor. (assuming WT cares more about their reputation than Marcor does).

I'm been happy with Weathertech products - their floor liners (I'll never go back to plain old mats) fit and work well.

As far as I can tell, the company (Marcor Automotive) selling Weathertech products in Canada is just the distributor here, and not actually part of the US-based company (MacNeil Automotive Products) that designs and manufactures the mats. If I was having a problem with Weathertech products and not getting satisfaction from the distributor I'd be tempted to go right to the manufacturer.

[TakumiDC5]

Good points guys. I was not aware that they might just be a canadian distributor. I will try to contact Weathertech in the USA.

And yes, FWIW, the Honda Odyssey mats fit perfectly in my parents minivan. I was expecting the same fit in the civic.

[l69norm]

Good points guys. I was not aware that they might just be a canadian distributor. I will try to contact Weathertech in the USA....

If you look at some of the Weathertech ads in the US car mags, the president of Weathertech put his e-mail address in the ad as a contact point for customers. Let him know you aren't happy and see if anything happens

[THINKPADT61]

The floor liner I go for my 09 vibe rocks... and it really hold up in saskatchewan weather!

http://farm4.static.flickr.com/3285/3038994551_289fd5129c_o.jpg

[BradT]

I'm really happy with the ones I got for my CX-7, they fit really well. I picked them up in Hamilton at the distributor and they were a little cheaper than on the web site. :)

[sujat]

Unfortunately they do not have the digital fit liners for my Infiniti M35 :(