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I placed a order and received confirmation for my payment on March 21st for 4 different mats that were listed as in stock. The confirmation said it could take up to 5 weeks for delivery, no big deal. At the end of the 5 weeks I emailed about my mats that had not arrived, no answer. On day 42 I started a Paypal dispute because you only get 45 days to dispute. I stated that i wanted the mats not a refund. I have been able to get email address for James at Zuzzy and also emailed him now asking when I would get my mats.

I have yet to get a response to any of my emails and the active dispute has went unanswered with Paypal.

Has anyone encountered anything like this with them, or can anyone get in contact with them through other channels. I really just want my mats and be a happy gamer.

Thanks

Hmm, I didn't have any problems with them. I ordered the broken hardtop mat Early December and it arrived sometime in late January. I wish I could give you the exact dates but I don't remember. Beyond the order confirmation and payment I didn't have any communication with them.

My hubby (dashofpepper) ordered a Zuzzy mat last year and it took forever to arrive. It took at least 8 weeks. We also did a credit card dispute (because you have a limited time on those too) and that is finally how we got our mat. They told us 4 weeks and it took at least double that.


As an aside, the mat smells really bad when you get it. Wash it and then let it sit out flat until the smell goes away. It will take awhile, and to me, it smelled like a corpse. Blech.

I've ordered from them multiple times, it always takes a long time, but they do finally deliver the mats. Frustrating, hell yes. Deal-breaker, not for me.

I got my 2 mats within the advised time frame. No real problems with them. The mats are worth it tho, very useful

Yeah, same thing here.
Recently.
Paypal finally listed it "Shipped" yesterday.
Here is a facebook thread on the Zuzzy Facebook page.
http://www.facebook.com/topic.php?uid=106788952711647&topic=216

Um yeah, I have posted on that facebook forum and got zero response from James or Zuzzy. Poor communication from a company really sucks hard, especially when they are really the only option for the product.

Zuzzy isn't a huge company, they are a few people who make mats to sell in their spare time for extra money. Sometimes they get behind with orders, but craftsmanship takes time.
Relax.
The time they spend answering queries takes time away from time they could be producing product.

snurl wrote:The time they spend answering queries takes time away from time they could be producing product.

They're running a business. Once they started taking real money for product, they also took on the responsibility to provide basic customer service, and sidelining valid complaints with responses like these (sorry to single you out snurl) is embracing mediocrity - something that is pervasive in this hobby, with the garbage FW consistently ships. Romeo from Battlefoam is running a small business, Maxmini is running a small business, Neal from the Warstore is running a small business, and Curtis from Ramshackle Games is running a small business, and all of them somehow find the time to also deliver great customer service. So it's not impossible, and we should stop artificially lowering the bar for those that don't. 8 weeks when 4 were promised and no responses of any kind is not acceptable, period, full stop.

I also have a Zuzzy mat, and it took a very long time to come, at least 6 or so weeks. I didn't bother asking about it because others also said it would take a long time, but it eventually came. The finished product is pretty nice but I'm disinclined to shop with them again.

snurl wrote:The time they spend answering queries takes time away from time they could be producing product.

Sorry. If you're a company, you need to figure out how to stay on top of your business. Tell people there will be a delay or give them refunds or offer them a discount. Anything. But most important: Communication.

Ouze wrote:They're running a business. Once they started taking real money for product, they also took on the responsibility to provide basic customer service...

BAM!

kronk wrote: If you're a company, you need to figure out how to stay on top of your business.

BAM! Again.


Both of these QFT.




Ghidorah

Yeah, I did a write up on that forum. As a business owner, I'm disinclined to accept the incredibly poor communication Zuzzy has displayed.

OT - Ghidorah, the gif in your sig makes me crazy. Good god.

matphat wrote:OT - Ghidorah, the gif in your sig makes me crazy. Good god.

Hard to read this one... Are you offended, or thankful?


OT- Any word on the mats yet?




Ghidorah

No word yet from Zuzzy. I was really hoping that either a Zuzzy employee or real life friend of said person(s) would see this or the FB forum and get incontact with me. Its frustrating because I really want the mats. I know that Paypal will cover me via the dispute if I have to finalize it, but all the feed back I have seen over the past few years say that these are the best product for what I want/need.

As a commision only sales based retail owner/operator, I have learned a few things while dealing with my customers.
1Take ownership of the situation (good or bad)
2Customers measure a company by how they are treated when things go bad. this is an opportunity for Zuzzy to step up and win lifetime customers by fixing whatever has broken down in thier supply chain/distribution/ employee issues.
3 Be honest and do the right thing.

Well, I'm glad you disputed it.

I've discovered that Zuzzy mats are terrible for rolling dice on, and literally require a separate dice box. The "terrained" mat is just bumpy enough that half of your dice will always end up cocked.

I have had an eye or three on these mats for some time and that, Dash, is one of the questions I was wondering about. Do you think it would be feasible to cut them up and use them as basing for terrain peices? Like, glue down to an MDF base instead of flocking it?



Ghidorah

I always use a felt lined dice box for rolls other than scatter direction to avoid dice crashing into models, but i figured it would be even more of an issue with these mats.

I ordered a 2x4 meadowlands mat to cut up and use as a forest terrain marker

My experience with zuzzy is very superficial... I emailed them a couple small simple product questions ( its my way of aproaching a new online store that I never had done biz before), never got a reply to my mail so as consequence they lost my interest and I didnt ordered anything.

Here on dakka some people said my experience was probably just one of those internet lost emails bad luck things, since they had good experiences with zuzzy, so I assumed just that and was willing to give them another chance in the future.

After reading OP experience I will NOT try them out, its stressfull enough to buy stuff overseas and track everything down if it ends up at customs... Now imagine Zuzzy folks not cooperating and not replying to emails and the only thing that would happen on this transaction would be me filling a paypall dispute... not going to happen.

I got an automated email saying that my mats have shipped and should arrive priority mail on tues. I will update the thread when they arrive.

Ghidorah wrote:

matphat wrote:OT - Ghidorah, the gif in your sig makes me crazy. Good god.

Hard to read this one... Are you offended, or thankful?


OT- Any word on the mats yet?




Ghidorah

I read it as "I spend entirely way too much time staring at it". I feel likewise

Short story, got the mats today.

The mats are incredible for gaming, top notch and worth every penny. I ordered a 2'x4' moorlands mat to cut up and use as a forest boundry marker. The mat is thin enough to be able to be used on hills and flat surfaces, I went out on a limb with the 2'x4' mat but it will be excellent for forests.

That having been said I placed my order on 3/20 got confirmation on 3/21 (saying 2-5 weeks) got an email alert for shipping on 5/6 and received my mats on 5/11. That is 7 weeks and 2 days after the confirmation. All of my inquiry emails, posts on the Zuzzy forums on FB, and here on Dakka went unanswered.

In each box was an additional 11"x14" mat with a sorry for the delay note.

The mats are fantastic A+ well worth buying.

The manner in which Zuzzy conducts business is horrible, if I had the option to buy the product elsewhere even at a cost increase to me I would.

I ordered 4 more mats from them last week so we'll see how it goes

theunicorn wrote:Short story, got the mats today.

Sucks that it took so long with no communication, but congrats on getting your mat.

Does it smell as bad as people say? Did you rinse it off to get rid of the smell?

They smell like tires since thats what theyre made out of (i think).. But it doesnt last

Griever wrote:

Ghidorah wrote:

matphat wrote:OT - Ghidorah, the gif in your sig makes me crazy. Good god.

Hard to read this one... Are you offended, or thankful?


OT- Any word on the mats yet?




Ghidorah

I read it as "I spend entirely way too much time staring at it". I feel likewise

ditto, I find myself pondering where it came from, but I I'm guessing it's a video of, let us just say, ill-repute, as that workout attire is probably a bit too minimalistic

I've considered the zuzzy mats for a while as it would be a convenient floor-gaming-in-a-pinch solution, and look nice/be easy to put away, but the customer service reviews have kept me at bay. If he begins to fix that, I might order one.

they are made of latex the smell is not to bad, i have 4 in my game room right now and it is not an overpowering odor. First thing that came to mind is the odor of condoms or BDSM wear...

theunicorn wrote:they are made of latex the smell is not to bad, i have 4 in my game room right now and it is not an overpowering odor.

Nice! Have you painted them up? Which ones did you get? Can I see some pictures (of the game mats)?

theunicorn wrote:First thing that came to mind is the odor of condoms or BDSM wear...

Ah, they smell like Charlie Sheen's bedroom....

No paint yet, just got them in. gonna fire up the airbrush and go to town asap. I got 2 broken blacktop mats to cover my 4x10 table and a dead forest mat for my other table, along with 2'x4' of grass land mat to be cut up for forest terrain markers. It may be a while before its gets painted, 72 sq ft of detailed tabletop tends to take awhile when you work full time and have a family

Looking forward to it!