Muscle Mat Reviews 

Disappointing durability and customer support experience.

I’m based in Australia and purchased a Muscle Mat expecting a premium, heavy-duty product based on the branding and reviews. Unfortunately, after just over a year of normal indoor home use, the mat developed holes and visible wear that I would not consider reasonable for the price point.

I contacted customer support in May 2026 (having received the mat in February 2025) and was told the product was “way outside” their 1 year warranty period.

I explained that under Australian Consumer Law, consumer guarantees regarding reasonable durability can exist separately from a manufacturer warranty, particularly for premium-priced products. Their response was that I should sew shut the holes myself.

The holes themselves were disappointing, but the response from support was what also changed my perception of the brand.

I understand wear and tear happens, but for a product marketed as durable and premium, I expected substantially better longevity and after-sales support.

Without a doubt the worst purchase! What makes it worse is I encouraged people to get one. Less than a year and my mat is al saggy loose and not soft! I contacted them no one’s replied on email or Facebook. Disgusting service I want a new mat under the guarantee and warranty

We adore our shaggy muscle mat and mattress topper for our little ones bed. The mat in particular has shifted the hangout dynamic in our family and we love having our teens join us on the floor! Carolynne was amazing to deal with and super helpful and responsive when I had questions. We are already trying to choose our next mat

Just got our mat - it’s lovely . Great service from Carolynne. I needed to change order and she was quick to reply to my email and everything was sorted - fabulous service . Thank you 😀

Couldn't be happier with my Rugs and Pillows. Came across the designer rug visiting a friend and couldn't get over the softness and comfort and on top of that the price! It is commented on every time someone comes over and walks on it. Loved the large one so much I had to get one for under my work desk and the wheels move quite easy. I can now stand whilst working in comfort!
Huge thanks to Carolynne from Muscle Mat for all your help!

I purchased a mattress topper, has made my bed so cosy. The quality is excellent. My whole experience was 10 out of 10…. from purchasing to delivery.
I would definitely recommend this product.
A very big thankyou to the team.

First couple months it was great, but my old tontine mattress topper was way better. Waste of money.

The rug was beautiful! Unfortunately I ordered it one size too small and immediately reordered it the next size up. I contacted the company and they responded IMMEDIATELY with a resolution that was perfect. I have not dealt with such a responsive and attentive company in a long time! It was REFRESHING!

I looked at a hundreds of area rugs but I couldn’t find one that was soft with the right texture until muscle mat. I opted for the designer grey vintage and couldn’t be happier. It’s so soft under my feet, is made well, and I love that it’s easy to clean. The price was fantastic and it came very quickly.

Learned about muscle mat approximately abput 2+ years ago, we used to babysit a lot foe a friend and yhey had a muscle mat in which was very comfy to the point that when the baby sleeps we fall asleep as well. Throughout all my friends and family experiencing parenthood, muscle mat was a companion piece in their household, so it was a no brainer to purchase one once we had our own bub.

Love their customer service particularly Carolynne! We had a mishap initially with the colour, then with the sizing, I am attributing it to being first time parents and having sleepless nights. They had been very patient and helpful and kept sending follow up emails and even called us to remind us that we need to collect it in the service depot (we missed the final delivery).

Product has been proven and tested through the years for the bubs me and my husband babysit. My husband would prefer to be in the muscle mat than our friend's sofa when we visit/babysit. It is safe for bubs to play on, very comfortable to lie on/play on, and very easy to clean especially spills which is a normal occurence when caring for infants.

Definite recommendation! And thank you once again Carolynne for your immense patience and understanding. You are a legend!

Awesome customer service, Carolynne thanks for the prompt response. Fast delivery ordered Friday delivered on Tuesday! Auckland 🥰 My Autistic son loves it and my little gal

Ordered a king sized mattress topper that is supposed to be 4 inches thick; it’s not. Allowed it to rise for days before using and it never expanded properly. Contacted Muscle Mat to return for a full refund, even though they say they only issue credits, because this product was not as advertised. They encouraged me to give it another week to expand and try again; didn’t happen. Contacted again and they wanted to know what type of mattress I have😏 Contacted again and they advised of their return policy and asked for pictures and a couple of other items. IN MY OPINION, THIS IS NOT A PROPER MATTRESS TOPPER, IT’S FLIMSY, UNCOMFORTABLE, AND SLEEPS VERY HOT; STAY AWAY FROM THIS PRODUCT!! THEIR CUSTOMER SERVICE IS A JOKE. I am throwing this thing in the trash. Just another FYI, I was able to fold it up and put it back in its original box. Tells you how flat it is. Deserves ZERO stars.

Amazing brand and even better product!!! The muscle mat is amazing and I wish I bought it sooner!! Erin and the team are wonderful and I can’t wait to get more in the future !

Great product that is extremely comfortable. I had a query about delivery times and Carolynne in customer service was extremely efficient and supportive and even followed up after delivery had happened. I am super impressed with both the product and Carolynne in customer service and support.

My experience with purchasing from Muscle Mat and speak with Ana there has been nothing short of amazing. I did a purchase through our NDIS funding, Ana was incredible to deal with, making every step of the process incredibly easy and stress free. She kept in contact with me for every update through out order, always being so polite and friendly. A big shout out to Ana and all her help!!
The quality of the cloud pad is great, it’s extremely soft, like a blanket, but study for my kids to just all over and be safe. We are so happy with the service provided and the cloud pad!
We look forward to purchasing them Muscle Mat again!

Terrible experience with this company. My mat never arrived, and despite submitting multiple photos of my home and doorstep as proof of non-delivery, their customer service team did absolutely nothing. They refused to offer any resolution no refund, no replacement and kept my money regardless. I would not recommend purchasing from them. they are a joke of a company and an even bigger joke of customer service.

Edit from their reply :let me add I even went back to the property and took pictures of all entrances and alleys to show exactly which door was mine and it did not match the delivery photo. At time of “delivery” I was still living there it’s not my fault that the package was mismanaged. Do better

The mattress topper was very disappointing, and made my back feel worse

Pretty disappointing service. I placed an order, they took the money, and now Muscle Mat won’t reply to emails or pick up the phone. When a business goes quiet after getting paid, it really makes you wonder if they’re legit.

My topper measures about 5cm of flaccid and flat topper. It did nothing for the comfort of the mattress and left us feeling very uncomfortable. Customer service was responsive but only offered store credit, told me nothing was faulty about the product from the photos I sent. Would very much not recommend.

This review is for the lack of understanding and cooperation from customer service. I ordered the 6.6ft x 13.1 ft mat and LOVED IT. It was definitely thick and super comfortable to walk on. What I didn’t like is the way customer service handle returns and the lack of consideration on the company’s part. We got the designer textured beige and upon arrival, we immediately noticed that product was pink. It was deceiving and didn’t look like the photo at all. when I emailed customer service about it, they said to give it time as the color “settles.” Well, it didn’t, and it’s still pink. I reached out to exchange it for the light gray color and was told that we’re responsible to cover shipping fee ($50-$100) and they request for the postage with tracking. We decided to just keep the product because it cost too much to ship back. I’m posting this to warn shoppers about how difficult it is to return this product. It’s a shame because we really like the feel of the mat, just the color is not at all accurate.

UPDATE: I posted on their Instagram & Facebook about this and they deleted my comment! No wonder they have such amazing reviews online. They delete bad reviews. BUYER BEWARE!

Response to Muscle Mat’s comment below: A “free” change of mind return is not at all “free” when you’re asking the customer to pay for return shipping which can costs between $50-$100 with package tracking as your company request. It is not fair especially when the color of your product is deceiving. Also deleting negative reviews/comments on your social media is not an ethical business practice.