The Exo Terra Moss Mat...anyone else got one?

[Eridu Serpent]

I just got my frogs a Exo Terra Moss Mat thinking it would make their tank safer, I thought it would be better than having loose
substrate around.
My little ABF Pickle ate some eco soil last week and became compacted so I removed it all, and now I have one half
with real moist moss the other as the matting.
However it looks nothing like the Exo Terra photo, the mat is made of bunches of thread/cotton like material which comes off easily,
unravels and I think it is more dangerous than the eco soil.
The threads are very long and could easily get wrapped around limbs or even caught up in mouths etc.
I have sent a complaint about it.
Has anyone else got one?
I paid 25 euros for a 60cmx45cm one.

I am actually disgusted with it.

I tried to get a photo but my webcam is no good. You can see the difference in the material though and the fibres.

[Truffs1178]

That's the same as everyone's. No need to complain because they are all like that. I have one and its exactly the same as the way you describe it. I looked at reviews and videos of it first though so I knew it was going to be like that. I agree though its nothing like the photo.

[pissedbudgie]

That's the same as everyone's. No need to complain because they are all like that.

I disagree, it is even more reason to complain. If enough people do so, it may be withdrawn or they may even produce something worthwhile us having that is a quality product instead.

Just my $0.02

[Truffs1178]

Btw african bullfrogs like to bury themselves in substrate so they should not be on the moss mat in the first place. I think it's meant for dart frogs. I agree though that its a **** product but you should really look at videos or reviews before buying.

You could tong feed her as she will be less llikely to eat the substrate but if I were you I would go back to the coco husk.

[Eridu Serpent]

I do not feed her in the tank, she had eco soil and moss mixed to bury down into.
She just now and then darts forward to get food she imagines on the eco soil, she ends up with mouthfuls of dirt.
I do not think she is very bright LOL
Anyway, I decided to take the eco soil away for good and leave wet moss for her to dig in, I got the moss mat for half her tank to cut down on any more problems,
to be extra safe.
I was reading and I heard a commotion and when I looked she had her foot caught in a loop of the matting...where she had wiggled it had gone into her skin.
She has a cut around her ankle, it could have been worse if I had not been there.
I already removed any of the loose threads when I got it as I thought it was dangerous in case any was eaten.
Anyway bottom line is I contacted Exo Terra and told them....they replied:

Tracy Boyle (Hagen Customer Service Rep) 9/4/2013
Dear Melloney,

Thank you for taking the time to contact us.
I believe that it is possible that you have the old version of these mats, as this potential problem has already been fixed. The image from the website is the current (new) Moss Mat. We were aware of the potential for issues with the prior product, so we proactively changed the material and manufacturing process. We have never heard of the Mats ever causing a problem or injuries to the animals that use them.
I would suggest contacting the retailer you purchased it from for an exchange for the newer product, if it is available in your area.
Regards,
Customer Service
-----------------------------

I then asked why they had not recalled the older versions and they said they have not heard of any animals being hurt by them, but if that is so why redesign the mat?.
I have told them that the store does not stock the new version and they are refusing to send me a new one, their reason is that they do not post from Canada to Spain.
But they supply the stores here in Spain, so it would be easy for them to replace it.
I told them about Pickles ankle, they have made NO remark.
Then today I get an email asking if I´d fill out a customer survey on how well they treated my complaint!!!!!

As you can see the new improved mat is far different from the threaded one.
So I am asking people who have the older version of the moss mat to contact Exo Terra and demand a new version...JUST in case their animal digests some of the threads
or gets its limbs trapped. Mine cannot be a one off and Exo Terra do not care, if they did they would have recalled the older version not allowed it to still be sold!






Maybe some animals did die from swallowing the threads but owners did not realise as they trust the company to make safe matting! The new mat is very different as you can see in the photo. I am asking you to remove any Exo Terra moss mats if you have them just in case and email Exo Terra about them. Ask them why they did not recall the old type mats? Luckily Pickles wound is small but she could have pulled her foot off or ended up with an infection. So please either email them and tell them you will boycott their products if the older mats are not recalled. The threads can get caught on the animals arms and legs or worse...digested!!!

HagenKB