ComplaintsforMathis Brothers Furniture

• Initial Complaint

  07/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On Jun30,2024,I purchased a series of furnature include a calking bed(sample,clearance),couple days later,they deliveried,but sent a wrong bed,I refused.later,i wait the bed,continually contact the salesman,the sales manager,the custom service,noresult.till Jul 19,I go to mathis home store in order to ask the exactly date they delivery the bed face to face,the sales manager (*****) seriously told me the delivery will be Jul 23,but till today still not come ,and i keep on contact them,no result.I don't know what the h*** reason,my wifi and i slept on floor for almost 1 month,please help us solve the question,Thank you

  

  Business response

  07/29/2024

  We apologize for any confusion with regards to this delivery.  We show it is scheduled for Friday, August 2.  The two hour window will be sent out on Thursday, August 1.  Let us know if there are any other questions. Thanks!

  Customer response

  07/29/2024

  
  Complaint: ********
  
  I am rejecting this response because:1.The Mathis Brother should explain why they cheated me again and again,what is the ture reason?

                                                              2.give me a compensation for this thing
  
  Sincerely,
  
  *******************

  

  Business response

  08/06/2024

  The desk and bed was delivered on 8/2/24.  We don't know why they feel they were cheated.  This is an as-is bed that we transferred from another store.  The *****'s received a very good discount.  We understand it took some time to get transferred and delivered.  We apologize for the delay in transfer and delivery and hope the *****'s enjoy the bed for many years to come.

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our bedroom set is still under warranty. However, due to a stipulation in the warranty that states I must alert Protectall of any issues within 35 days of noticing the problem, they wont help replace the broken slats under the bed or provide touch up paint for the scuffed footboard. This company should make its sales people aware of this tiny painful clause that has now disallowed me from continuing to use a bedroom set we spent so much money on. We were assured the warranty would cover us for anything at any time within 5 years with no questions asked.

  

  Business response

  07/25/2024

  We do apologize for any miscommunication on the ProtectAll Accident Plan.  There are stipulations to the plan as spelled out in the terms and conditions that are sent at the time of enrollment.  They require any stain or damage to be reported within 30 days, which is longer than most accident plans.  How long did the ******* go knowing they had broken slats?  Also, there can be unlimited claims during the 5 years, but each issue must be reported as they happen (within 30 days). It's never a "no questions asked" situation, there are always questions asked to find what the issue is and how it can be handled. The scuffs may be considered wear and tear, but we can look at working with ProtectAll on the slats.  If we can get some additional photos that aren't as zoomed in, it would be helpful.  More overall photos. 

  Also, we can't find an account under ******************** information that includes a bed. We need the customer number, name or phone number on the account. These can be sent to ************************************************* or **********************************************.  Once we get these photos and customer information, we'll look at what possible options we may have.   Thank you!

• Initial Complaint

  07/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased to leather glider recliners with extended warranty in 2023 . Each chair cost $2500. They told us the chairs were in stock in the warehouse on the east cost and since they had to be shipped it was considered special order. They bumped the prices up from what was display on the chair in their store $1700 each for members which we were. Chairs came in quickly and was delivered. In less than one year one chair stopped working. We called to advise of the malfunction in late January early February 2024, a repair man came out and advised he needed to replace the motor that required new parts. I have been unable to use the chair as it was designed to be used since January. I was told since it malfunctioned under one year the manufacturer is responsible for fixing and that hasnt happened to date. They said it would take 9 months to get the parts as they are over seas. I asked why wouldnt they just replace the chair I am covered with the extended warranty. They said their policy is if its under one year the manufacturer is responsible and refuse to replace or repair the chair.

  

  Business response

  07/23/2024

  We apologize for the delay in getting the recliner repaired.  We agree, it should never take this long to have a repair completed. I see that there was a backorder on the Control Switch and footrest motor, but we are supposed to get them in August. We will get with the manufacturer to find out why we had such a long delay.  If there was something more we can do to get it taken care of quicker, we will.  We will look more into it and will follow up. 

  Customer response

  07/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: the contract states they would replace the chair and they did not. They stated my chair had rips and tears which it does not. I have extended warranty to cover anything that goes wrong. The chair is leather, the seat pad has normal variations in the color from use and they told me because of that they didnt want to ask for replacement. I was told they know from experience that since I didnt replace the pad when the natural discoloring appeared they wont replace the chair and the warranty I paid for wont now cover it due to how long its been. They said they plan to compensate me with credit to the store. That is not acceptable I will never purchase from Mathis after this experience. Policy over doing the right thing is never a good policy. 
  
  Sincerely,
  
  *******************************

  

  Business response

  08/05/2024

  Again, we apologize that there are issues with the recliners.  The manufacturer warranty states that items first must be repaired. If the repair is not completed to manufacturer standards, then an exchange can be made.  The additional warranty that ******************** purchased is the furniture protection plan.  It covers from an accidental rip, stain, burn, tear or puncture.  It also covers power.  However, it is not an extension of the manufacturers warranty.    

  As mentioned previously, we have been told by ****** that we should have the parts this month.  Hopefully in the next couple of weeks or sooner!  As soon as we have the parts, we will follow up with ******************** and will get them installed.

  Thank you.

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I bought an outdoor set of furniture in April of 2023. I bought the extended warranty with assurance that it would cover any defects. Within less than one year the arm rest on the swivel chair began to wear and fade. The other 4 pieces are all wearing fine. I contacted the warranty recovery center. They had me take pictures of the chair and send to them. They indicated that the premature fading and chipping was a manufactured defect and I needed to contact the store. I went back to the store and was told that it was outside the manufacture warranty. Both the store and the recovery warranty center refuse to replace or repair the chair.

  

  Business response

  07/29/2024

  We hate to hear that there is an issue with the outdoor furniture.  There is a one year manufacturer's warranty, but that expired in April.  We do not have "extended warranties".  I believe what ****************** is meaning is the protection plan. This is an accident plan that covers single incidents such as a stain, rip, tear, burn, puncture, etc.  It is not an extension of the manufacturer warranty.

  Although the loveseat is past the warranty period, we will have a rep reach out to schedule a technician to come out.  We will have the technician touch up the arm of the loveseat as a courtesy so it looks good and matches the other pieces.  If the Bowling's do not hear anything within a couple of days, please let us know.

  Thank you!

  Customer response

  07/29/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a Moto Motion Sofa at Mathis **** in *******, ** on 06/21/2024, and after a few shipping delays it was finally delivered on 07/13/2024. Upon delivery the drivers had arrived late, and apparently anxious to get off work, because they left without setting the sofa up for us or making sure everything was working, as was promised by the sales representative in the ******* store who sold it to us. My husband who is 85, specifically asked the delivery driver if everything was working, and without checking to be sure, the delivery driver and his helper left before my husband could get to the door. They left no paperwork or owners manual on how to operate the Moto Motion or connect it to the *** I immediately contacted customer service to report it and the only help they gave was to send a link for us to purchase a Wi-Fi transmitter on Amazon. So I immediately contacted the Ontario store again, and requested a supervisor in customer service who said I was sent inaccurate information, and he assured me that they would look into it and get back with me. We were not contacted, so I had to call customer again on 07/15/2024, only to be told that no technicians were available until the following day. The technician arrived the following day and found that the charging module wasnt working and that wires were not hooked up to transmit the sofa to the *** He took a report, advised us to contact the store for the missing parts, and he would be back out to install them. We went to the ******* store today to get an operating manual and the missing parts, but we were told that customer service was closed on Wednesdays and there was nothing they could do for us. We are now five days into this, and out over $4,000, and our Moto Motion Sofa does not work as promised and no one at the store can answer even basic questions about fixing the problem? Everyone is passing the buck. We want our money back, without penalties, restocking fees, or delivery charges.

  

  Business response

  07/23/2024

  We apologize for the confusion and issues with linking the sofa to the TV.  We are having a technician work on this with the Logans and will get it working ASAP.  Let us know if there are any additional questions as this time.  Thank you.

  Customer response

  07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a large reclining sectional during covid. We purchased a warranty and there is damage to the foundation of the couch - the issues is not mechanical. When we called to inform them (customer service) of the issue, I spoke to 3 people and escalated the call to a supervisor at Mathis Brother's who shared they could not have anyone come out to look at the furniture unless we sent them a picture and then they could send someone out. I asked them where in the agreement is this information documented. They said it was "their policy". We provided the picture of the couch and then were told since the picture does not show the damage we must bring the sectional to their warehouse so they can look at it so they can determine if it can be fixed or if it is covered under their warranty or the warranty we paid for. The sectional was purchased and then delivered by them 3 years ago and we have no means to disassemble the same couch which we paid to have delivered. We would have to hire someone to transport the item 20 miles from our home. The hardest part to swallow is they would have sent someone to our home if the picture showed damage but the issue is within the frame of the couch.

  

  Business response

  07/12/2024

  We are sorry to hear the ****** are having an issue with their sectional.  If we could please get more information on what the issue is, we can see what options we have.  If it is a frame issue, then it would probably fall under the manufacturer warranty.  What was paid for is the furniture protection plan.  This is a single incident accident plan which covers an accidental rip, stain, burn, tear, puncture, etc.  It is not an extension of the manufacturer warranty.

  With regards to transporting furniture, unfortunately, warranties do not cover transportation. They can bring in the pieces or we can pick them up for a fee.  We try to send technicians out when possible to determine if items need to come in or not.  We do ask to have photos first because sometimes they may show a simple repair that saves from transporting the items.

  Please give us more details on the issue and we will see what we can do.

  Thanks!

• Initial Complaint

  06/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My husband and I went in on 6/14/24 to look for a new sectional. The advertised price for the sectional was $2,300 and somehow, our ending total was $3,100. After looking into our invoice, we were charged, without our salesman disclosing it to us, for a treatment kit and protection plan that we did not want. We were also pressured/asked multiple times to apply for their in store credit card. When we applied and was prompted to input our monthly income, our salesman said "Input the total income of you and your husband combined." After getting approved, we were told that only I can use the credit card; however, it was both of our income combined. My husband and I decided that we don't want to continue with the purchase and requested for a cancelation. Since our sectional is a "special" order, they refused to cancel the order, although we contacted them the next business day, and they stated that we would owe 40% of the down payment if we chose to cancel our order. Our order is yet to be shipped out; we just want this order to be canceled and get a refund, because we are not interested in giving our business to an establishment that is unethical to their customers.

  

  Business response

  06/26/2024

  We apologize for the issues the Vue's had with this latest purchase and if there was any misunderstanding with regards to the protection plan and treatment kit.  We definitely do not condone adding items to an order that were not approved by our customers.  We will look further into the issues with the financing. Many times, couples will apply individually and together, just to see what different options they have.  the Vue's have shopped with us in the past, so I'm sure they understand that we are a very ethical company and if they shop with us again in the future, we're positive they will have a much better experience.

  We have canceled the special order and will refund the deposit that was placed.

  Let us know if there is anything else we can do.

  Customer response

  06/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Mathis Homes must cancel the order and resolve, if any, payments with ************** to avoid further complications. 
  
  Sincerely,
  
  Panou Vue

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid $2,896.22 for a custom order sofas salesman gave me a verbal agreement that I would have my order delivered between 4-6 weeks. Now ** getting told its going to take up to 12 weeks. I advised salesman **** Im not willing to wait that long if they are not keeping their agreement then I want order canceled. He stated order is not cancelable.I am asking for a full refund.

  

  Business response

  06/18/2024

  We apologize if there was a misunderstanding with regards to the timeframe for Special Orders. The agreement that ******************** signed states the estimated timeframe is 8-12 weeks.  The order was placed on May 10, 2024 which was only 5 weeks ago.  We hope to get it in ****, but we are still weeks away from 8-12 week window.  As soon as the sofas come in, we will be sure to get it delivered ASAP.  Thank you!

  Customer response

  06/19/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  salesman **** gave us a verbal agreement of 4-6 weeks delivery, I want order canceled. 

  
  Sincerely,
  
  *****************************

  

  Business response

  07/09/2024

  Again, we apologize for any miscommunication on the timeframe for the special order sofa.  It looks like it was delivered on July 2.  We hope the ******** family enjoys it for many years to come.  Let us know if there is anything else we can do.  Thank you for shopping with us!!

  Customer response

  07/10/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  06/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I made a purchase with Mathis's Brother and was advise I will receive a call when my items would be delivered. I never received a call and the delivery arrived at my home unannounced. I had to leave work and miss out on my salary. I have contacted *****, **************************** and everyone has been rude condescending and unprofessional. On June 4, 2024, I requested for ********************* to call me and he has refused. I have requested in writing and verbally 5xs to have my order canceled. I am getting the run around.

  

  Business response

  06/17/2024

  **************** did speak with **************** and agreed to cancel the order.  This should take care of this issue.  

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Ive bought many pieces furniture. Ive submitted several tickets and getting my furniture repaired. I had one guy rescheduled several times on me and when he finally arrived, he said that he could not do anything and I would get a complimentary table. Tried getting a table which I was promised there was no record. I felt that he forgot to send the ticket or he just couldnt keep up with his work the warranty that was bought didnt benefit help nor lived up to its promises. I was sold something that had no value. Salesman highlighted all the benefits which served me nothing. They dont help.

  

  Business response

  06/19/2024

  We apologize for any miscommunication or misunderstanding with ************************.  We would like to look further into this matter, but are having a hard time finding the items in question.  We found an account with **************************** name and phone number, but there has been no activity since 2022, and there has not been any service orders.  If we can get the name and phone number on the account with the items in question, we can do some more investigating.  Please respond with this information or it can be emailed to ***************************************************.  Thank you.

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