ComplaintsforMathis Brothers Furniture

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  July 4, 2021 I purchased a ********** king ******** with boxspring. It is an Americana Desirae Calking ******** with a 15 year warrant at Mathis Brothers in ****** **********.A few months later I noticed it starting to sink on one side and starting to slope. I contacted the warranty department in February 2022 and after about 25 messages back-and-forth, me stripping the bed many times and measuring for them they told me they would give me a credit and I had 30 days to find another bed. I told them I just wanted a replacement as I liked the comfort of the bed other than that defect. I actually went into Mathis Brothers last week and a salesman said he had one bed left it was in a warehouse it would be delivered yesterday, February 21. Got a phone call that morning yesterday saying that the bed was stained in the warehouse and they would not be delivering it and then they would just be giving me a credit. Once again I said please just give me a refund as I went to your show room last week to find another bed in my price range and with the same comfort of what I had and I could not find it. As it stands now they are still just offering me a credit not a refund. I would like my entire refund back of $1518.40 so that I can look elsewhere. This has been an inconvenience to say the least. I purchased the bed at Mathis Brothers in ****** *************************************************. They gave me 30 days from February 10, 2022 to find another bed in their store so that date is approaching. If you can do anything to resolve this I would appreciate it.

  

  Business response

  02/28/2022

  We are sorry to hear that **************** is having issues with her mattress.  As part of our agreement with all manufacturers, we have to follow their warranty terms.  When there is a warranty claim that is processed, we need to try to repair, exchange or give credit for the purchase in that order.  We cannot refund for warranty claims.

  When an item is no longer available and we cannot fix the damage, we can only give store credit.  The credit is still on the account and is available for **************** to use.

  Thanks!

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a mattress with mattress protection mattress has springa messed up and the protector didnt hold up as promised. With my protection plan i had one year to buy a better mattress so i comtact mathis brothers a week after my year they told me they should be able to still upgrade me to purple mattress but will have to talk to supervisor for approval and contact me back. I wait a couple weeks call back and tell them i havent got a call back they said i was lying i never called. So i asked to speak to supervisor. Was trans to a voice mail and again no call back. Regardless mattress is under warranty they are not even contacting me back to hinor warranty or honor what the person on the phone told me a month ago

  

  Business response

  02/28/2022

  Although the rest assure time period has expired, we are making an exception and allowing a reselection.  The credit is open on ********************** account, but will only be valid until 3/17/2022.  She just needs to come in and reselect.

  Let us know if there is anything else needed.

  Thanks!

  Customer response

  02/28/2022

   
  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

  01/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached

  

  Business response

  02/10/2022

  We apologize for all the confusion on Ms. Cordoba's order and the lack of action.  Our records show the amount of purchases equals the amount of refunds, other than the $99 for Mathis Rewards.  We will cancel the Rewards and will refund Ms. Cordoba.

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

  Customer response

  02/10/2022

   
  Complaint: 16690963
  
  I am rejecting this response because:  I am providing copies of the invoices with bank information, see attached.  They do not match, and they have not provided a breakdown of the expenses and credits.  They misrepresented the 2nd dresser, it was not the same as the floor model they showed me.  Thank you for your assistance.  
  
  Sincerely,
  ******* *******

• Initial Complaint

  01/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I noticed that I was only getting charged on my credit account when deliveries were made which was misleading, and I was not notified of this during the time of purchase. This made it hard for me to pay off the balance in full because I had to wait for the ALL of the furniture to be delivered before the final balance reflected on my Fortiva Account. It is hard to take full advantage of interest free financing when it has almost taken 12 months for all the furniture to be delivered. ?I was told at this time to not open any of the parts for the bed because they could not assemble the bed until the headboard came in. January 2022: Finally, I receive the headboard, and the crew began assembling the bed, they noticed that one of the storage brackets had a manufacture defect (the holes were in the incorrect place). So they were not able to completely assemble the bed. After calling back to have something done about this the supervisor told me that she was doing me a favor by allowing me to exchange the defective item. 2 days later they bring another storage bracket to find that now my drawers would not go in so again were unable to finish the assembly,they send out a technician to come and modify the bracket (drill holes) he then patches it up and the storage bracket works and the drawers go in. My issue was not only with the bed, but with the disrespect from the employees here, My furniture was not delivered in the time frame they specified, my bed was not fully assembled even after waiting 3 months. I am paying full price for a bed that had to be modified to work because if I were to re order everything besides the headboard and footboard the drawers are on back-order, so that was out of the question because I have waited long enough. from logistical errors to poor professionalism this has been a horrible experience, and to be treated like trash after paying them 5k for everything, I paid for a service and that service was not met plain and simple.

  

  Business response

  01/26/2022

  We apologize for the issues with bed. We are having our Delivery Processing Manager reach out to ************** to straighten out the issues.

   

  Let us know if anything else is needed.  Thank you.

  Customer response

  01/27/2022

   
  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

  01/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a bedroom set for my children on 1/8.Repeated cancellations and not showing up with the bed set. I have called the store multiple times and there is never any resolution. I have requested a manager call back and no one ever returns my calls

  

  Business response

  01/21/2022

  We do apologize for the delay in delivering the bedroom furniture.  Looks like we sent it out for delivery, but somehow the hardware was missing.  We have it set up for delivery on Saturday 1/22.  The Valencia's will get an email with their 2 hour timeframe this afternoon.  Again, we apologize for the delay.

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a custom table from this company back in July, since our transaction they have taken our money and delivered the wrong product on multiple occasions. We have had them take it back each time and this past time they just left the table and wrote on the ticket it was delivered but it is the wrong item. When I call customer service I get passed along to the next rep who gives me a different answer than the last person I talked to. I spoke with a sales manager who told me that since its a custom order he cant help me which seemed more like he was not willing to help me. I called customer service again to file a complaint and to speak with a customer service supervisor. The supervisor was able to tell me that there s special order ticket made but has no other information, eta, or any thing else that can help me at this time. We spent close to $17,000 plus other large purchase ps throughout the years with this company. Ive been talked down to, passed off, lied to, and hung up on on multiple occasions. Ive left reviews pleading for help but get no response. When I ask for a call back or an email I get nothing back and have to call back later to ask again. At this point I dont know what to do anymore so Im here asking for the better business bureau to please help me.

  

  Business response

  01/20/2022

  We do apologize for the confusion.  When attempting to delivery the glass top and base, we were missing a piece that allows the glass top to sit on the base. When we attempted to order the part, the factory  sent a new glass top, but when they tried to order the hardware it was off the top, not the base. One of our **************** Managers has been in contact with the customer and has requested a rush from the factory.  Please know the ********/*****' are very important to us and we are trying to get this rectified ASAP.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased sofa in 03/2020. Promised a repair under warranty in 7/2021. I have been getting the run around for the last 6 months!!!!!!!!!!!!!!!!!!!!!!!!still no repair made as of this date.

  

  Business response

  01/17/2022

  One of our **************** Managers spoke to ************** about their sectional on Friday.  We cannot get the needed part, so they are receiving store credit to reselect.  This should be taken care of.  Thanks.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a bedroom suite for my son on 12/11/21 in the amount of $2032.60. Took it home and the desk & 4 drawer under dresser was damaged. I called Mathis on 12/13/22 & spoke to a ********* and stated they could have a new one delivered on 12/22. I told her to let me verify w/spouse if the date will work for him. I called back 3 times and was hung up on all 3 times. On my 4th call, I spoke to a ***** who said he would have ********* call me back that day, but she never called. ***** also stated he could give me a $50 gift card for my troubles (which we never rec'd). On 12/15, my husband spoke to Mathis and they told him that the 22nd was no longer an option for delivery, so we had to wait until 12/22 to have it delivered. (Even tried charging a delivery charge).On 12/22 the pieces were delivered only to find out that the 4 drawer under dresser they sent us was damaged. My husband spoke w/******** & told her that we didn't accept the replacement piece since it was damaged. She said they would send a new piece out on 1/3 to replace it. My husband was on graveyards and stayed up after a 16 hour shift to wait for delivery only to find the same piece we refused was being delivered again. He called ******** and asked why she sent the same broken piece to us. She had to answer and when my husband asked to speak with the manager, she stated she was. When he asked to speak to her manager, she refused and stated rudely "they'll tell you the same thing I am". He was told that they could deliver either on the 10th or 15th of Jan. **** wouldn't guarantee a time (he works shift work) so he could be home. This company has no customer service and can't even send out a new piece of furniture that isn't broken. I want my 4 drawer under dresser replace and part of a refund for my troubles and for my husband having to leave work early just to receive a broken dresser.Customer # ********* Sales Order # *********

  

  Business response

  01/05/2022

  We do apologize that the Lancasters received damaged furniture.  ******************** Manager left them a message this afternoon that we will bring a new one in the box and will mail out the $50 gift card. 

  We hate to hear that ********************** feels we do not provide good service.  The rep who tried to charge a delivery fee was following policy.  If a customer pays for delivery and there is an issue, part of that fee is to deliver the new item and pick up the old.  Whereas if a customer picks up an item, it is up to them to bring the item back if there is damage.  This applies to most every retailer.  However, we went ahead and waived the delivery fee.  We can't deliver at specific times due to the routing.  Our routes are set up by a program that allows the drivers to utilize their day the best.  If we were to have set times, the drivers would have to drive across town at times which would cause delays to other customers, etc.  If the day does not work, we can always schedule for another day.  We always try to do what's best for the individual customer, but we also have to follow policies that are the best for our whole customer base.  Let us know if there is anything else we can do.  

  Customer response

  01/11/2022

  
  Complaint: 16426683
  
  I am rejecting this response because:
  once we have a undamaged  dresser this matter could be closed. the fact that they sent back the same damage dresser a second time should have never happened. as far as the delivery fee they offered to send it out. and said nothing about a delivery fee. the district manager that i spoke with both agreed to try and let the system work one more time. i don't feel it should have taken a letter to the BBB to get things done. 
  Sincerely,
  
  *****************************

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a sectional and recliner on December 15, 2021 for a total price of $4960.80. After we set it up one recliner in the sectional power button was sticking so called are salesman and they replaced the one piece. Once we got the new one home their was a problem with the back lining up with the other part of the sectional and it pops when you recline it. We called are salesman and he said he would look into it after 5 day they finally called us back. Are salesman said they would send a tech out but then later that day they called back and said they dont send their techs that fair out. Which is 70 miles but we have already made a special trip to get a new replacement piece and drove 70 miles each way. I feel like they should send a tech out or deliver a new replacement or we can return all items for a complete refund. Sales order: *********

  

  Business response

  01/04/2022

  We do apologize for the issues with the sectional.  We have scheduled an exchange to go out this Friday.  Let us know if there is anything else we can do.  Thank you!

  Customer response

  01/08/2022

  
  Complaint: 16407085
  
  I am rejecting this response because: 

  They came out and exchanged the chair I think they brought out the first chair that I returned do to the recliner button sticking now Im back to the same problem I had from day one this chair matches up with the other chairs but the recliner button is sticking and you have to play with it to stop the chair from reclining 
  
  Sincerely,
  
  *************************

  

  Business response

  01/26/2022

  We exchanged the recliner on Friday, January 21.  If there is anything else needed, please let us know.  Thank you!

• Initial Complaint

  12/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12 1021 We Pl. an order at Mathis Brothers in ***** in person at the store. It was set for delivery 1212 of 21 on Sunday. I do not have a delivery time as they didn't even load the furniture on the truck because on 12 1121 at around noon we canceled the order. We have been trying to get our refund of $4305.50 since the 11th. We keep being told it's 3 to 5 business days then we're told at 7 to 10 business days. Today, ********* the customer service manager at ********************************************* told us that it was a refund of ****. I have filed a dispute with Arvest because it has not been returned Arvest has been working with me diligently looking for the refund. I did not return merchandise as it was canceled a day before delivery. I have no money for Christmas because my account is tied up. Mathis has my money and is not diligently helping to resolve the issue. We were escorted out of the building. I am assuming because I said I'm contacting an attorney.

  

  Business response

  12/29/2021

  We apologize for the delay and confusion with regards to the refund.  The money on the account was moved from order #********* *o a different account, order # **********  Both accounts are under *********************. When ********* looked at the original order, she saw the money had been taken off the account, so it looked like it had been refunded. 
  

  When we looked deeper and noticed it was moved to a different order, we canceled that order and had our accounting department submit the refund.  This was on Monday 12/27. 
  
  There was no deliberate delay in submitting the refund. It was an oversight that we will be sure to address with all those involved.  Again, we sincerely apologize.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩