Customer Review

162 of 165 people found the following review helpful
2.0 out of 5 stars Bad Initial Experience, December 2, 2008
This review is from: GelPro Basketweave Mat, 20 by 72 Inches, Truffle (Kitchen)
My wife and I purchased a mat for in front of our sink directly from the company after seeing their products advertised in a number of home-related magazines. After a short while, the edges began to curl in the front, and we would be able to correct that by turning the mat 180 degrees. Eventually all four edges kept curling and we both constantly trip over the mat; it's a hazard. When I finally contacted the company, their response was that the item was out of warranty - BUT they offered me a 25% discount on getting another mat. Of course, that will end up like a bowl, too, so that would be more money down the drain.
[Following the posting of this initial review, I was contacted the following week by a representative of GelPro. He was extremely friendly and inquisitive about the exact problem I was experiencing and was able to reference the previous contact I had made. The result of this contact was that I was permitted to choose another mat to replace what he was calling a "defective" sample, and they sent me a prepaid UPS label to return the old mat to study it. "John" pointed out that they occasionally have had some problems with certain fabrics, and that was presumed to be the case with ours. My best description was to say that the top fabric seemed to have less surface area than the bottom -which caused the edges to rise up. The bottom line is that we now have a new mat, and the old one is on the way back to the company. I probably should have been more forceful with my original complaint and rather than accepting the response of the original customer service rep. We are pleased to see that an All-American company like this is standing by its product. Please note that Amazon allows one to edit a posting, but not the original star rating.]
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Comments

Tracked by 1 customer

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Showing 1-10 of 14 posts in this discussion
Initial post: Feb 3, 2009 10:48:32 AM PST
d_javaman says:
Standing behind one's product is rare and commendable but customers should not need to air complaints in a public forum before problems are resolved.

It's my opinion the company can afford these 'free' replacements because the product is so wildly overpriced in the first place. Others may disagree and that is their prerogative. I remember being intrigued by Gel Pro ads but almost fell out of my chair the first time I saw how much they are charging.

Posted on May 28, 2009 3:55:23 PM PDT
Charati says:
I too purchased GelPro pads. First time I did a 72 and a 36 inch mat. Both curled up at the edges and when I sent in pictures they sent me replacements. I ordered another last July and the problem is still there. The edges on the newer one is curling and so is the two replacements. The mats are wonderful to stand on, but until they fix the curling, I wouldn't recommend anyone purchasing them as they are too much of a tripping hazard. ( I also have tile floors and they do NOT stay still...they slide)

In reply to an earlier post on Sep 9, 2009 12:31:47 PM PDT
GelPro says:
Hello Cheryl, Thank you for your posting on 9/9/09. We are glad to hear you are enjoying your new mats. Please contact us at customerservice@letsgel.com if we may be of further assistance. Thank you again and best regards! Sarah, GelPro Customer Service

In reply to an earlier post on Sep 9, 2009 12:41:20 PM PDT
GelPro says:
Dear d_javaman, We appreciate you taking time to research our product. Our product has a ONE year manufacturer's warranty against defects, however we proudly manufacture our product here in the USA and are happy to assist you should you need to contact us at customerservice@letsgel.com or if you have any questions. Again, Thank you for your feedback. Sarah, GelPro Customer Service

Posted on Sep 9, 2009 12:51:32 PM PDT
GelPro says:
Dear Mr. Gallagher, Greetings From GelPro! Thank you for taking time to provide feedback about our product and we hope that you are enjoying your new mat. Our mats are proudly manufactured here in the USA and we will certainly do our best to assist you, should the need arise. Thank you again! Sarah, GelPro Customer Service, customerservice@letsgel.com

Posted on Nov 12, 2009 11:56:41 AM PST
Michael Sack says:
I have 3 mats. When I purchased them it said do not fold, only roll. We were gone for a few months and rolled up the mats and none of them now lay flat. We've tried everything but it won't flatten out and when we called the company they said, "you're suppose to wrap them around the tube we sent." Well, they never said keep the tube and now it's too late now. All they offered was a discount on new purchases. NOT GOOD ENOUGH!!!!!! Beware!

In reply to an earlier post on Nov 15, 2009 6:56:45 PM PST
arctat says:
Indeed, that is really lame. Keep the tube it was sent in, or our product will fail to work? That is not your fault. I am disappointed to see this product turn out to be so flawed, and their customer service so shady, because I really need a product like this in my kitchen! Thanks for the input, Michael.

In reply to an earlier post on Mar 31, 2010 7:50:19 PM PDT
Last edited by the author on Mar 31, 2010 7:52:14 PM PDT
We had three of the gel pro mats in our kitchen... They were all curling at the edges after about a year. I tripped over one with a knife in my hand and damn near fell on the knife. My fault for not removing them from the kitchen, but Gel Pro's fault for making an inferior product. I wouldn't by these mats at all unless Gel Pro has fixed the problem.

Posted on May 25, 2010 9:12:00 AM PDT
D. Tanis says:
Gel Pro Chef's Mat-Designer 20x36 Inches , Black

Like Mr. Gallaher's mat, my gel pro mat curled around the edges. When I complained to the company (even sending photographs) some two years after purchase, I was offered 50% off a new mat as the gel pro "warranty" expires after one year. Gee, why would I want to do that? So gel pro could have a steady cash stream? This was not a good experience for me, and I expect it wasn't for many others, as well.

Posted on Jun 13, 2010 8:05:27 AM PDT
i bought three mats from costco over a year ago and there is no problem with mine. not only were they cheaper at costco (not much selection though) i can return them when ever i want if something does go wrong!
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