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Complaint Details
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Initial Complaint
12/22/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased two twin mattresses on 12/19/2021 under my fathers account *********************. I have been calling to see if I can return them which would be on 12/21/2021. I explain I made a wrong purchase and they were still sealed in the bags and hasnt been opened. The lady I spoke to from the mattress service department in Oklahoma City said they will except it back. And explained I just needed to return it back to the Mathis brothers I purchased it at. I went to the Mathis brothers I purchased it from the same day I called, and they said there was no return order in their system. So I called again the next day to ask them to send the return order so they can take the mattresses back and when I was talking to the lady from the same department as before she tells me that they can not take back the mattresses. I told her I just talked to someone yesterday about it and said they will take it back. Left the manager a message Im still waiting for a call back. It is upsetting to have them go back on their words and not doing a return order that day when I first called.
Business response
12/23/2021
We apologize for any confusion on the mattresses. We do have a no return policy on mattresses, however if they are still sealed in the bags, we will return them for store credit. We have made note on their account. Please return them to the store and they'll apply the credit to ************************* account. Thanks!Initial Complaint
12/20/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
In Oct. 2020 I received an Ashley **** recliner that I bought from Mathis Bros. in ******, **. Within 8 months, one of the recliners was out of alignment and not opening or closing properly. I filed a service order on Aug 10, 2021. After 2 more calls, on Sept. 4, 2021 a technician finally showed up. He told me he would have order a new part and then left. I called back after a month and was told that the part was ordered at the end of Sept. and we were waiting for shipment from overseas. I called back in early Dec. and was told that the part had arrived at the vendor. I said, what vendor, where are they and why haven't they delivered it to Mathis Bros.? **************** rep said, I don't know.This is a bunch of garbage. Obviously, Mathis Bros. does not want to honor their warranty. They are still selling the very same **** so obviously somebody has the parts.Business response
12/29/2021
We do apologize for the delay. We are not trying to avoid the warranty, that would be against the law. As with most manufacturers at this time, ****** is having some delays in production and shipping. The part has been ordered and we are waiting to receive the part. As soon as we have it, we will contact ************.Customer response
01/03/2022
Complaint:16381164
I am rejecting this response because: I don't believe them. How long am I supposed to wait? Its been over three months. Mathis Bros. have hundreds of complaints on the BBB website about them shirking their responsibilities. If Ashley ********************** is having trouble getting parts for this sofa, why is Mathis Bros. still selling it?
Sincerely,
*********************Business response
01/03/2022
We understand **************** frustration. We want to get her sofa repaired as badly as she wants it repaired. As soon as we receive the parts we will contact ************ to make the necessary repairs.Initial Complaint
12/18/2021
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Complaint#******** Marked as resolved but today, I find out none of this has been done.Mathis brothers offered to replace the bed and box springs.3 months later, they show up without the bed. They dont even have a bed for **** cannot get in touch with ***********************, I have attached his email showing where the bed was ordered and should come next week (October 27th). I have also attached the delivery confirmation. This is unacceptable as this has been going on for close to or at 6 months.At this point, I think it is only fair to receive the product and a refund. This is total wrong doing by Mathis brothers.Business response
12/20/2021
We apologize for the confusion. We have ************************** scheduled to deliver on Thursday. We'll make sure all parts are on the truck before delivery.Customer response
12/23/2021
Complaint:16378406
I am rejecting this response because: its Thursday. I have Mathis Brothers delivery here for the 2nd time this week and they still do not have the slats for the bed. 2 delivery attempt this week and second failure.this is NOT acceptable!
Sincerely,
*******************************Business response
01/17/2022
************************** has been working with our ************************* Manager in ***** to get resolution.Initial Complaint
12/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Delivery date 5-13-21 ***************************** PWR HR Large Glider cost ******** have contacted store by email and have left message to have chair repaired or replaced. 12-18-21. After reading many complaints I thought we need to get this issue resolved very quickly. We waited 5 months just to have it received from the factory after being on back order. For the record ,our salesman who sold it to us was very professional. He can only control so much. I thought by spending this amount of money that we would have better made recliner.We are trying to remain calm and hope Mathis Brothers will do the right thing.Business response
01/03/2022
We will take care of **************** recliner as soon as we can. We will have a technician reach out to discuss if parts are needed or not. If parts are needed, we'll get it taken care of as soon as we get the parts. We'll follow up.Initial Complaint
12/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Reference Sales Order *********. Two chairs, part of a larger order, delivered in a defective condition. When I requested Mathis Brothers **************** to address the problem I was told they have no repair facilities in the Las Vegas area. To summarize I was told to go find someone to repair the problem and they would credit me $100. My first issue is they are telling me to do their job which is to arrange the needed repair, secondly, the $100 doesn't come close to the quote I was given locally f $340, and when I suggested this wasn't acceptable I was told I was being difficult, their words not mine. They then promised to call me back and, as usual, they never called back.The particular store at issue is located in ******, **********.Business response
12/30/2021
We are trying to find a tech in ********* to help with the chairs. We will be sure to follow up as soon as we locate one. We will follow the week of 1/3/22.Initial Complaint
12/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a chair from Mathis Brothers on 11/27/2021, set for delivery on 11/30/2021. The chair that was delivered was the wrong one but was discovered after I un-boxed it and the driver left. Contacted the sales rep and he set up an exchange for 12/03/2021. Delivery drivers show up on 12/03/21 and the chair to be delivered was not packaged or protected in any way. It was loose and randomly thrown in a delivery truck. The color of the chair was a light beige so I was concerned there may be dirt or stains from the delivery. I asked the delivery people to wait for a second while I contacted the sales rep to see if this was protocol or not as the first chair was properly protected in plastic wrap and boxed. The drivers immediately leave as I walk inside to get my phone. I run outside waving at them to stop so we can figure out what is happening. They refuse to stop. I get in my vehicle and pursue them through the neighborhood trying to get them to stop. They will not and don't stop until I am able to pass them and stop in front of them. They tell me to just call the store and will not communicate with me as to why they are leaving. It seems as if they intend on stealing my purchased item at this point. No help from Mathis Brothers customer service.Business response
12/08/2021
We apologize for the issues. We did have another chair taken to **************** on the same day. If there is anything else we can do, please let us know.
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213 total complaints in the last 3 years.
75 complaints closed in the last 12 months.