Rowley & Hughes - poor backup service!

We ordered three brushed coir and two multi-use mats from Rowley & Hughes to go outside our house doors. The quality appeared good when they were delivered, but two of the brushed coir mats have torn in multiple places. We contacted the owner of the business who sent one of his reps around to have a look. Surprisingly, the owner's response has been "sorry, it's not our fault". So, pretty-much over to us! Absolutely no offer of assistance to try and get the tears repaired, or if that's not possible, then an offer to replace the two faulty mats. Terrible back up service, particularly in this day and age when great service is key to any company's success. Be very weary of buying from Rowley & Hughes!!