X1Mats Avis 285

Réponse : X1Mats

19 janv. 2026

Hey Bobbi,

We understand how frustrating delays can be, and we’d like to clarify the situation accurately.

Your order was custom-made, and once production was completed, it was handed over to DHL for international shipment. At that point, delivery timelines and movement updates are controlled by the carrier, not by X1Mats. We did not “blame” DHL as a way to avoid responsibility; we provided that information because it reflects the actual status of the shipment once it left our facility.

Regarding your refund request, any cancellation or refund for a completed custom-made order must be reviewed by upper management, as outlined in our policy. This isn’t a runaround; it’s part of our internal process to ensure decisions are handled fairly and consistently.

We have remained responsive and transparent throughout, and we are continuing to review your case to reach a proper resolution. X1Mats has been operating since 2019, and we take customer concerns seriously, even when delays are caused by factors outside our direct control.

We appreciate your patience while this is being finalized and remain available to assist.

- The X1Mats Team

Réponse : X1Mats

19 janv. 2026

Hello Hayden,

We’d like to address your review with clarity and facts, as several points need correction.

Yes, X1Mats was formerly known as F1Mats. This was a deliberate rebrand that took place as we expanded our product line beyond floor mats, adding premium interior accessories such as seat covers and additional customization options. The rebrand reflects growth, not instability. We’ve been in continuous operation since April 2019, serving customers worldwide for nearly 7 years.

Regarding communication, our records show that we have remained actively in contact with you throughout this process. While there can occasionally be a 1–2 business day delay due to volume or time zones, we do not ignore customers or avoid follow-ups.

On the color issue:

1. The color you originally selected became temporarily out of stock, and this was communicated to you.

2. We discussed alternatives while waiting for restock.

3. Unfortunately, a factory-side fulfillment error resulted in the wrong color being shipped, something that was not intended for your order.

Once you informed us, we took responsibility immediately and confirmed that a replacement in your preferred color would be produced, and as soon as you approve the custom design, we will share with you soon. That replacement is being custom-manufactured specifically for your vehicle, which will also resolve the fitment concerns you mentioned.

This is not a case of “zero accountability.” A mistake occurred, it was acknowledged, and a corrective solution was put into motion. That is accountability.

Delays related to custom manufacturing, international logistics, or government regulations are not excuses, they are realities of producing premium, made-to-order products rather than mass-produced items. What matters is how a company responds when something goes wrong, and in this case, we responded with transparency and action.

We remain available to you and fully intend to complete the replacement as discussed.

- The X1Mats Team

Réponse : X1Mats

20 janv. 2026

#TeamReynolds10921, Love it!

Thank you for trusting us with your customized and personalized setup, that’s exactly where X1Mats shines. We’re glad we could bring your vision to life, and we can’t wait to work with you again on your next project. Appreciate the recommendation and the support!

- The X1Mats Team

Réponse : X1Mats

19 janv. 2026

Hi Kiana,

We understand your frustration and would like to clarify the situation accurately.

First, this was not a lack of communication. Our team has been in contact with you since October, including a direct conversation with a manager. At no point were updates ignored or withheld.

Your order, like all X1Mats products, is custom-made to order. During this period, we experienced an unforeseen surge in order volume, which extended production timelines. This was communicated to you.

Regarding shipping:

1. Your order was completed and handed over for shipment, and a tracking number was created on 12/5.

2. The delay you’re seeing is not from X1Mats, but from DHL’s international logistics process.

3. The DHL representative you contacted was from the destination-side support, not the origin hub, which is why they could not yet see movement. This distinction was explained to you.

4. DHL did collect the shipment; the delay occurred during their international transit process, something we do not control.

It is incorrect to state that we were “not truthful.” Once a shipment is transferred to the carrier, timing and scan updates are fully dependent on the carrier, not the seller.

It is important to note that your order has since been successfully delivered. The delay was logistical in nature and outside of our control once the shipment was with the carrier.

This was also your third order with X1Mats, which clearly reflects prior trust in our products and service. Delays are never intentional, and we do not benefit from them in any way.

X1Mats has been operating for over 6 years, delivering premium, custom-made mats worldwide. While international logistics can occasionally experience delays, our commitment to transparency, communication, and quality remains unchanged.

We appreciate your patience throughout the process and hope you are now enjoying the quality and craftsmanship of your mats.

- The X1Mats Team

Réponse : X1Mats

19 janv. 2026

Hey Mohammad,

We’re sorry to hear about your dissatisfaction and would like to clarify the situation for accuracy.

Your order was delivered within the expected timeframe, and when you raised concerns about the 2nd and 3rd row mats, our team reviewed the photos and videos you provided. Based on that review, the mats themselves were manufactured correctly for your vehicle. This same configuration has been produced for this model many times without fitment issues.

What we identified was an installation issue, not a manufacturing defect. Our mats are designed to replace the factory carpet, not sit on top of it. We advised removing the original carpet and making the necessary adjustments for proper installation, and we also provided guidance on how to do this correctly. Unfortunately, those steps were not followed, which led to the appearance of a fitment problem.

For this reason, the concern did not qualify for a refund or replacement under our warranty policy, which applies to verified manufacturing defects, not installation-related issues.

X1Mats has been producing custom-made mats for over 6 years, and proper installation is essential to achieving the precise fit our products are designed for. We understand how frustrating this can be, but it’s important to distinguish between a product defect and an installation requirement.

We remain available to assist further should you decide to proceed with the recommended installation steps.

- The X1Mats Team

Réponse : X1Mats

20 janv. 2026

Hello Paul,

Thank you for sharing your experience! It’s great to hear that your first set for the Slingshot fit perfectly and that you felt well taken care of again when you placed your follow-up order.

We’re glad our team was able to walk you through the shipping options and find a solution that made sense by combining the items and getting them to you faster. Providing clear communication and helpful options is exactly what we aim for.

We really appreciate your continued trust and look forward to getting your new items to you soon!

- The X1Mats Team

Réponse : X1Mats

19 nov. 2025

Hello Victor,

Thank you for sharing this! We’re glad to hear your Slingshot interior is looking sharp with the new mats; that’s exactly the kind of upgrade we love helping with. And we’re happy the process felt smooth for you! Our team works hard to be responsive and easy to reach, so it’s great to know that we made a difference.

Enjoy the new setup, your Slingshot is definitely turning heads now!

-The X1Mats Team

Réponse : X1Mats

19 nov. 2025

Hello C.E

Thank you so much for this. We genuinely appreciate you taking the time to share it!

It means a lot that your Tesla Model Y mats made such a strong impression, and we're excited to be part of your GLE upgrade too. Hearing customers say they come back because the experience was "worth it" is exactly the kind of feedback that keeps our whole team motivated.

Thanks for spreading the word and recognizing the work that goes into each custom set. We're grateful to have customers like you who notice the details. Strong work from our side, too, for the amazing support!

-The X1Mats Team

Réponse : X1Mats

19 nov. 2025

Hello Marty,

We understand your frustration, and we’d like to clarify the full context of your order for transparency.

The extended wait you experienced was not due to negligence or lack of accountability on our part; it was caused by a temporary U.S. Customs tariff hold, which affected many imported shipments during that period. This situation has since been resolved and no longer impacts our customers.

Once your order arrived, you raised a fitting concern, and our team immediately opened a case, reviewed your photos, and confirmed that a replacement was needed. We also reached out to you directly, and during our last communication, you were fully cooperative and aware that the replacement is already in production.

It’s not accurate to say we “won’t respond” or have “no intention” of making things right. Every message and call on your account has been handled, and the replacement process is actively moving forward.

X1Mats has been in business for over 6 years, producing custom-made, premium-quality mats with a clear warranty and support system. We take customer concerns seriously, including yours, and we remain committed to resolving this fairly.

Your frustration with delays is understandable, but wishing failure on a business working to fix an issue does not reflect the reality of the support we’ve provided. We hope once your replacement arrives, you’ll feel differently about the experience. 😊

-The X1Mats Team

Réponse : X1Mats

19 nov. 2025

Hello Robert,

Thank you for sharing your experience, that's an incredible outcome! Having your Vanderhall Venice sell so quickly after installing the mats says a lot about how much they elevate the overall look and feel. That luxury-level finish is exactly what we design for.

We're glad the investment paid off for you, and we appreciate you choosing X1Mats to upgrade your ride. Whenever you're ready for your next interior transformation, we'll be here.

-The X1Mats Team

Réponse : X1Mats

19 nov. 2025

Hello Dr. Donna,

Wow! This review truly made our entire team smile! Thank you for taking the time to share such a thoughtful experience. And please tell your son we appreciate the recommendation, we love hearing that X1Mats runs in the family now.

It means so much to hear you noticed the difference in customization and craftsmanship, especially after trying other brands. We put a lot of heart into designing the mats that don't just look beautiful, but actually make life easier, so knowing the beach sand brushed off without a fight feels like a victory for us, too.

Your compliments about the colors, stitching, and logo options really hit home. Every one of those details is intentional, and it's awesome to know people are noticing them when they see your vehicle.

And Maverick- he'll be grinning from ear to ear when he reads this. He takes real pride in making things right, even when the mix-up wasn't on our end. That's the kind of service we stand behind, and it's great to hear that it mattered to you.

Thank you again for trusting us with your mats - and for already thinking ahead to future orders. We're excited to keep creating pieces you'll be proud to show off for years to come.

-The X1Mats Team

Réponse : X1Mats

19 nov. 2025

Hello Nathan,

Thank you so much! We’re really glad you’re loving the quality. our team puts a lot into every custom set. And hearing that our customer service made your experience even better? That’s the part that means the most to us. Always here to help!

-The X1Mats Team

Réponse : X1Mats

19 nov. 2025

Rob,

This review just made our whole week. Thank you!
Your set truly transformed your interior, and seeing your posts on Instagram always reminds us why we love what we do. That fit, that coverage, that full interior upgrade… You wear X1Mats the way they were meant to be shown off.

You’re absolutely right, real custom work takes a little time, and we appreciate customers like you who understand that craftsmanship > shortcuts. Hearing that the mats fit like a glove and exceeded expectations is exactly the feedback our production team lives for.

And thank you for the kind words about our customer service! We’ll always be here to keep you updated, answer questions, and hype your build right alongside you.

We’re grateful to have you as part of the X1Mats family. Keep sharing those interior shots, because your setup is seriously next level.

-The X1Mats Team

Réponse : X1Mats

19 nov. 2025

Hi Echo RS,

We take all feedback seriously, but after thoroughly reviewing our records, we were unable to locate any order or communication under your name. This is unusual, as we keep detailed logs of every customer interaction and warranty claim.

At X1Mats, there is a clear process in place for any fitting concerns. Once verified through photos, a replacement is always produced and shipped. We never leave a customer unresolved, which makes this situation very concerning if accurate.

To assist you properly, please reach out to us directly at [email protected] with your order number, full name, and vehicle details so we can investigate immediately. If the purchase was not made through our official website or verified partners, it’s possible it did not come from us.

X1Mats has been serving customers worldwide for over 5 years, and our commitment to quality, fitment, and customer care remains the reason so many trust us with their vehicles. We’d appreciate the chance to verify this and make things right if this was indeed an X1Mats order.

— The X1Mats Team

Réponse : X1Mats

15 oct. 2025

Hello Callum,

Thank you for sharing your feedback. We’d like to clarify a few details for transparency.

Your order was for a right-hand drive configuration, which we do offer for select vehicle models. However, your specific model required additional development and fitment work to ensure the mats met our exact standards for precision and quality. This process takes longer than standard left-hand drive production, which is why our team advised a 35-working-day timeline. You accepted this adjusted schedule, and we also refunded the expedited shipping fee immediately after confirming the update.

Throughout the process, our team remained responsive via email. The only calls we missed were those made outside our operating hours, as you are located in the UK while our customer service operates on U.S. time.

Once you decided to initiate a refund request through your bank, we respected your decision and allowed the process to move forward from your end.

To clarify, X1Mats is not a scam and has not gone out of business. We’ve been proudly operating for over 5 years, producing premium, custom-made mats for customers worldwide. The consistent communication, issued refund, and updates on production timelines all reflect our transparency and commitment to doing things the right way.

We regret that this experience wasn’t as smooth as intended, but please rest assured, delays on special configurations are never about neglect; they’re about taking the extra steps to get it right.


-X1Mats Team

Réponse : X1Mats

15 oct. 2025

Hey Gina Marie,

We’ve checked our records thoroughly and couldn’t locate any order or inquiry under your name or email. To assist you properly, please reach out to us directly at [email protected] with your order number or confirmation email, and we’ll be happy to look into this right away.

At X1Mats, we take every concern seriously, but we also want to ensure all reviews reflect genuine customer experiences. As of now, we have no record of any order or pending shipment under your details.

For transparency, X1Mats has been serving customers worldwide for over 5 years, producing custom-made, premium-quality mats and maintaining full tracking on every shipment. If you are indeed a customer, please contact us so we can resolve this immediately. If not, we kindly ask that this review be updated or removed to maintain fairness for all.

-The X1Mats Team