ComplaintsforMathis Brothers Furniture

• 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

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my deep concern and dissatisfaction with both a product I purchased from your store and the subsequent customer service response I received.In mid-2022, I purchased a bed from Mathis Home for our apartment. Recently, as we prepared to move to our new home, we discovered possible mold growth on the headboard. This discovery is extremely alarming, given the serious health hazards associated with mold exposure.Upon finding this issue, I immediately contacted your customer service to seek a resolution. To my dismay, I was informed that there is nothing Mathis Home can do to address this situation. I find this response wholly unacceptable. Mold poses significant health risks, and as a responsible retailer, Mathis Home should take immediate action to remedy this hazardous situation.I would like to emphasize that we had a professional inspector check our apartment for any possible leakage or conditions that could lead to mold growth. The inspector confirmed that our apartment is in perfect condition, with no issues that could have caused the mold. Therefore, it is clear that the problem lies with the headboard itself.Moreover, the lack of empathy and concern from your customer service was quite disheartening. Health-related issues demand serious attention and prompt action, and I expected a more compassionate and proactive response from a company of Mathis Homes reputation.I urge you to reconsider your stance on this matter and take appropriate steps to address the mold issue with our bed as we do plan to purchase a lot more furniture for our new home if an outcome has been reached. This might include inspecting the item, providing a replacement, or issuing a refund. I also recommend that your customer service team receive further training on handling such serious complaints with the necessary empathy and urgency.I hope to hear back from you promptly to resolve this issue amicably.Thank you for your immediate attention to this matter.

  

  Business response

  06/06/2024

  We are sorry to hear that the ********* are having an issue with their bed and not getting the type of service we both expect.  

  This bed was purchased almost 2 years ago and had a 1 year manufacturer warranty. We have no way of knowing what the conditions are in the apartment.  Unfortunately, this is not an issue that can be covered by the warranty.

  We will definitely discuss this with our service teams.  Although we may not be able to process a warranty claim, we should have an understanding of the disappointment this can cause.

  Thank you.

  Customer response

  06/06/2024

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

  Thank you for your prompt response regarding the issue with our bed. However, we find this resolution unsatisfactory.
  Given that the bed was purchased nearly two years ago and the problem persists despite your one-year warranty policy, we believe that further action is warranted. Customers should have reasonable expectations for the longevity and quality of their purchases, which appear not to have been met in this case.
  We urge you to reconsider your position and explore alternative solutions to address our concerns. Ensuring customer satisfaction and upholding product quality should be of utmost priority.
  Thank you for your attention to this matter.
  
  
  
  Sincerely,
  
  *************************

  

  Business response

  06/10/2024

  Again, we hate to hear there is an issue with the ********* bed.  As we previously mentioned, we have no way of knowing the conditions the bed has been in over the last two years.  We must abide by the manufacturer's warranty, and this does not qualify. 

  Unfortunately there is nothing more Mathis can do.  The ********* are welcome to take this up directly with ******. 

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought reclining sofa the first one delivered had a couple of tears in the fabric. When they delivered the second one the delivery guys dropped the entire couch on out step. Didnt think anything of it until a couple of weeks later it started to lean to one side. Called and they said someone would call to schedule an appt w/ a tech. Never got a call, tried to deal with it as it was just a minor cosmetic detail, so I thought. A couple months later the couch really started to lean and clearly was bending and getting worse. I called again and set up an appt. the foot rest when out was touching the floor from the bend. The tech said that it is a big recliner and that we need to sit on the inside of each of the recliners instead of the outside, meaning we cant use the arm rests (it is a sofa made of two 1.5 size recliners.) after the mechanism was replaced, we made sure to sit on the inside of each seat. Within 2 weeks the sofa was leaning again they sent another tech, who stated the bottom frame was likely damaged on the container from ******. He told me all he could do is submit for another mechanism again. Then I got a call from customer service saying I would have to pay for it. I escalated the issue and spoke with ****** the DM who was condescending and rude. He accused me of sitting on the wrong part of the couch, as if I only bought a partially useable couch. They are replacing the part again as a convenience but stated repeatedly that this was the last time because the manufacturer claims there is no way the new part should bend that quickly after being replaced. I keep wondering if all this is a joke. I just want to be taken care of, sitting in this broken sofa is uncomfortable and has started to cause issues in my back and neck from the lean. I may have to get a consumer protection attorney involved if they continue to refuse to make it right, if the next replacement (in 3 weeks) doesnt work. Either way awful customer service, and product. Unreal

  

  Business response

  06/13/2024

  We hate to hear that ************** is having an issue with his sofa.  I think there was some misinterpretation with what he was told, or we could have explained better. These are made to sit in the center of the cushions. The arm rests are exactly that, to rest arms.  They are not built to lean heavily on the arm rests.  I have attached a photo of the sofa where you can see the frame doesn't go all the way to the ends of the sofa.  Therefore, if there is a lot of weight put on the arms, there is no support underneath and the frame will bend.  It sounds like this is what is happening.

  Of course we can't tell customers how to sit on their ********************.  But if the ******* like to sit more on the sides, we suggest finding a sofa that can support that weight.  

  Since the current sofa is bent, we will either exchange for the same piece or give full credit to reselect to something with a larger frame.  We will note the account.

  Let us know if there are any further questions.

  Thanks!

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa from this company and began having problems within 1 week of my purchase I was told by their salesman that as it was the holiday season he was having difficulties getting through to the proper customer service personnel.. my wife has a myriad of text messages and emails that she has kept regarding her communications with him.. we received no response from them she filed a poor review of their product and was finally contacted by customer service and was told we could not get a replacement as it was over a month since purchase at that time we told them we had complained within a week only to be ignored but they stood the position and sent someone to repair it now several months later its doing the same thing and were being told it is inherent in the design now the cushions are sagging and they want to pick it up and take it to their shop for 2 weeks to patch that problem this still wont fix the original problem and will leave me with no furniture to sit on for those two weeksand they will also yet again replace the switch panel which only temporarily repaired the problem the first time they dont return phone calls as promised.. I have to chase them down and their only answer to my problem is sorrythis will be their third attempt to repair the reclining problem with no guarantee it will correct the issue now after six months the cushions are sagging and their original comment was that they were being sat onit is my belief that this is why you purchase a sofa if they repair this cushion how long till another one will sag we paid an extra $170 for a furniture protection plan it states thatif they are unable to repair it you will receive a replacement.. it is that simple!

  

  Business response

  05/30/2024

  We hate to hear they are having an issue with their sofa.  We have approved an exchange on the sofa.  They just need to reselect or exchange for the same sofa and all will be well.  Let us know if there is anything else needed.

   

• Initial Complaint

  05/22/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased new furniture from one of its ****** stories in *******. In purchasing one of the sales representive told me about the elite deliver offered to the customer if you want to pay extra. I asked what is that he explained they come in to the home put your item together and Haul away old furniture for you. Said great I will take that. Once they delivery driver shows up with my furniture I tell them we're to place the new item and what I want to be hauled away they indicated they no longer perform this since January of 2024. So on my invoice it does indicate I have the elite delivery service and also on my deliver ticket it has what the services of the elite delivery disposal items cover. This is what is indicated in terms of delivery Disposal item " I have purchased *************** Services" which includes removal of furniture that is being replaced by new products purchased from Mathis home and delivered to my home/business. As part of this service, I request that Mathis Home remove specific pieces of my furniture from my home/business. The item to be removed are circled in list below. The item indicated above are my property and I have the authority to direct Mathis Home to remove them from my home/ business. No payment or credit card of any type will be given to me for these items. I understand that these items will be destroyed once removed from home/business and will not be available to be returned to me under no circumstances". So based of this statment the deliver services should still be removing and hauling away set item I am replacing with new. I would like Mathis Home to honor what they have indicating on their delivery services. Or stop promoting false advertisement about what the services cover and they do not perform what is written in paper.

  

  Business response

  05/23/2024

  We apologize for the confusion. Although we no longer do haul-offs of like-furniture, since the ******** were told we would do that, we will honor it.  They have a delivery coming up and we will pick up the old sofa and loveseat at that time.  Let us know if there is anything more we can do.

  Customer response

  05/23/2024

   
  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

  05/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a mattress and bed frame from Mathis Furniture Company 02/2023. The product was delivered 03/2023. I noticed early on that the frame was significantly larger than the mattress. I called the company and sent them a video of how the frame would move and not stay in place because the mattress was small for the frame. Mathis brothers said they would send someone to view the bed, but they never sent anyone. Shortly after, the mattress stopped working (it's an electric, adjustable mattress). I contacted the company again and informed them of the issue. They sent someone out on 3 occasions to evaluate the situation. First, they said it was an issue with the remote and they sent me a new one, but the mattress still did not work. The 2nd time, they said that the workers who assembled the bed damaged a part of the mattress. They ordered the new part and returned to install it and the bed still did not work. I had to go to the store in person, because I could not get a hold of someone over the phone. They gave me the number of the manufacturing company for the mattress and the mattress company said they were not responsible since it was not a direct purchase from them and that Mathis Brothers was the responsible party. I told them I wanted to return the mattress and get a reimbursement or that I would like a replacement and they have not done either. I went to speak to the manager on 05/20/2024 because no one was getting back to me or returning my calls and the manager informed me that they would send someone out again and that they would take measurements of the bed frame when they came to check the mattress. It's been over a year of trying to get a solution and I feel they keep giving me the runaround.

  

  Business response

  06/13/2024

  We are sorry to hear the ******** have had continual issues with the bed.  We had the technician out at their home and he could not get it to work properly. Therefore we are going to exchange their base.  We will have a rep reach out to get it scheduled.  

  Let us know if there are any further questions or concerns.

  Thanks!

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a protection plan for my ******* dollar chair sold by Mathis Brothers. Mathis Brothers sold the plan, and the plan reads body fluids (head OIL). Now, the protection company (Protectall) is not covering it. Mathis brothers, who sold me the plan, tell me there is nothing they can do and tell me to get a 3rd party to repair it. I am lost. When we bought the chair and the plan, we were told Mathis backed the plan; well, they did not. HELP

  

  Business response

  05/17/2024

  We hate to hear the Gearharts are having an issue with the headrest of their chair.  We do sell the protection plan on behalf of ProtectAll which is an accident plan.  It covers single incidents such as an accidental rip, stain, burn, tear, *****, etc.  When pet and human fluids are mentioned, that includes urine or blood that cause a stain by an accident.  ************* stains are caused by wear and tear over time, not a single accident.  We must follow the terms and conditions set forth by the protection plan company.  Unfortunately, this stain is not covered by the plan.

  Customer response

  05/17/2024

  
  Complaint: ********
  
  I am rejecting this response because: in the attached that came from Mathis Brothers own website, clearly says oils.  I would like to return the chair for a full refund!  I spent ******* and was told by the sales person this warranty will cover everything. Oil being one.  So a refund for the chair I am good with to include the ****** warranty you sold me.
  
  Sincerely,
  
  *******************************

  USMC

  ************ 

  

  Business response

  05/20/2024

  Again, we hate to hear that ******************** is unhappy with his chair.  However, the website and all correspondence says fluids, not oils. Bodily fluids include blood and urine, not oils.  Unfortunately, this stain is not covered by the protection plan and cannot be returned.

  Customer response

  05/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: AGAIN as Mathis Brothers says.  Look at what I sent look at your own website, grease and oils, says it's covered!!!  Please let me return my chair and refund me all I have paid and I will go buy a chair from a place that h Honors what they sell.  I thought Mathis Brothers was better then this!!
  
  Sincerely,

  *******************************

  USMC

  ************ 

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Thoroughly disgusted with our customer service experience in *****. The cocktail table we purchased finish started to rub off and a few spots of the veneer started to peel. We have always/only used coasters and cleaned it with a soft cloth. The tech who came to take photos was very helpful and stated it was difficult to get the flaws to show in the photos but, agreed they should either take it in for repair or replace it. Later in the day, we received a call from a very unpleasant customer service agent stating she "saw a ring" in the photo and the entirety of the problem was damage from use. Furthermore, she would not advocate for any type of solution to resolve the problem. It felt like a big brush-off and rather insulting. I would like to invite someone who actually cares about customers to come and assess the problem themselves and they will see it's a legitimate claim, NOT damage from the very light use it's seen in under a year. Very disappointed. I now regret recommending them to about a dozen or so friends in the area. It feels like we've been ripped off. Especially for something that should have been an easy fix. Zero out of 5 stars for uncaring customer service agent.

  

  Business response

  05/15/2024

  We are sorry to hear that the Wittsacks are having an issue with their table and feel they are not getting the service they expect.  We do feel we are going above and beyond to help ********************.  We are having the top of the table worked on by one of our technicians.  The table was purchased in our clearance area and was marked As-Is.  This means that all sales are final.  The table was purchased with a 40% discount off the regular price.  Being that they received a large discount and it was marked as-is, there is no warranty on the table.  Although we are under no obligation to make any repairs, we are trying to help ******************** out by working on her table top.  Hopefully once our technician is done with it, she will be happy with the results.

  Let us know if there are any further questions or concerns.

  Customer response

  05/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  This information is not true.
  Yesterday, the Mathis representative emailed an unsigned, back-dated receipt, asking for it to be signed and returned to them.  This receipt will remain unsigned because it is not accurate.   Contrary to what this new, unsigned receipt shows, this cocktail table is not the item that was purchased "as is".

  This cocktail table was part of a much larger purchase including matching entertainment console, console table, dining room table and chairs and credenza.

  The credenza has an issue with what looks like a crack in the stone top.  We inspected the credenza and determined it was still acceptable and were given a small discount to accept the credenza "as is". 

  Our cocktail table was purchased at full price and never sold "as is".

  It's possible someone at Mathis discounted the wrong item in their system.  The new receipt they sent will remain unsigned because it is simply not accurate.  The cocktail table was purchased at full price, with their full guarantee.

  Sincerely,
  
  P Wittsack

  

  Business response

  05/17/2024

  I apologize if there was miscommunication with the correspondence with our Indio store yesterday.  The receipt was sent to ********************, but we did not ask for any signature.  The email letting her know that the table was as-is, but we would proceed with trying to repair it.  Although we are confident we can make it look better, we cannot make promises that it we can get it to perfect condition.  We want their acknowledgement of this.  Once they approve this, we would send the service agreement for them to sign.  

  With regards to what was purchased as-is, we can only go by what the receipt states.  The charges reflected on the receipt show that the amount paid for the table was $762.  The selling price for this table is $1,267.  

  Again, we do apologize that ******************** feels we are not giving good service.  We feel we are going above and beyond by working on the table, even though it was purchased as-is.  

  If the Wittsacks have a receipt that shows different information than what we show, we will gladly work with it.  

  Thank you!

  Customer response

  05/20/2024

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

  The purchase information, warranty information and delivery date WAS verified by Mathis BEFORE the service tech was dispatched to photograph the flaws in the finish and veneer.  Only after verifying this information was a tech dispatched to take photos of the flaws, something atypical of an item sold "as is".  Nor, would we expect it of an item purchased "as is".  The CS agent also (reluctantly) asked if we would like to submit a claim to the manufacturer.  Again, something atypical of an item sold "as is".

  This conflict only arose after challenging the customer service agent's initial determination, which also never mentioned anything about an "as is" sale.  This nonsense about an "as is" sale only occurred AFTER involving The BBB.  Which is very unfortunate because, up until this point we really enjoyed working with their friendly, courteous and professional sales team.  And, planned on returning to purchase more from them (we have 2 guest rooms that also need furnishing).  Now, we'll need to reevaluate who we give this business to.

  Sincerely,
  
  P Wittsack

• Initial Complaint

  05/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a dining set April 2023 moved to new house in the last 7 months when we initially informed and file a complaint product defective problem on the erosion of the dining table or its wood we have been neglected refused to fix or offer to repair after back n forth of 5 months. Theyre non responsive un professional un customer friendly cheap counterintuitive ( when the store manager indicated its covered and will repair or replace the product ) and customer support doesnt not acknowledge or abide by their own policies very dysfunctional

  

  Business response

  05/16/2024

  We are sorry to hear that the Hashemi's are having an issue with their table.  According to our records, we have scheduled to pick up their table on 5/21/24 to bring to our shop to repair.  If there is more needed at this time, please let us know.  Thank you.

• Initial Complaint

  05/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called Mathis Brothers in the last week, no less than 12 times. I am taking time away from my job to call. I am calling to inquire about an event they are holding tomorrow eve (which no one knew anything about), then to ask questions about a desk I saw online, and a chair I *** be interested in. It has started out that the number listed in ****** is local to *****, however rings directly into OKC. I called several days ago, left a message with a girl and my number to have the manager of Mathis Brothers call me. I have still been waiting. Today I took more time away from my job to make phone calls. I have talked to Okc, they know nothing, they have transferred me to the receptionist ****** I think she knows nothing. She transferred me again to Mathis Brothers **************************** they looked me up as I am a customer, by name, phone numbers address, they cannot find me? Then I called back again (each call is taking me 30 minutes at the least). Receptionist said I dont know anything however I will have Sales Manager *********************** call you back. I am still waiting. Asked for Owner of store to call me, ************************** she said he sets his own schedule I will tell him to call you however no idea of when that *** be. Then waited almost 3 hours, as ******* she said was with a customer but would call me. Still waiting. Then called and spoke to sales rep ********* who could not find me as a customer as I have purchased from ********************************************* in 2018. She had no idea why there was no history for me and just wanted to know basically what sale she might make. I asked her kindly that I did not want to move forward with any questions, until I find out why Mathis Brothers cannot see any of my buying history? She asked my why that mattered and if I was having a good day? Excuse me? This has been an awful customer experience can you please have someone in management call me.

  

  Business response

  05/14/2024

  I'm sorry that we have not been able to find **************** in our system.  There could be a number of reasons.  The account could be under a spouses name, there could be a typo in the spelling, it could have been archived, etc. It's rare for us not to find a customer in our system, but we typically always find them eventually.

  it's not a problem to have someone reach out.  However, to help move things forward, if we could get some more information, we can do some research before getting **************** on the phone.  Here are some questions where the answers could help us find her records:

   - Name on account (any possibility of spouse, nickname, etc.)

  - Address when the last purchase was made, including city.

  - Phone number when the last purchase was made

  - Email address when the last purchase was made

  Once we get this information, we can do more research.  This can be sent back through the BBB or an email can be sent to ***************************************************.  Thank you!  

  Customer response

  05/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: they need to call me as I asked. I do not have the kind of time to go back and forth using this format. Everything is listed in my original filing and they need to do as I asked which is to call me. 
  
  Sincerely,
  
  *****************

  

  Business response

  05/28/2024

  Again, we apologize for the communication breaks with ****************.  We were able to locate her previous purchases.  Due to the length of inactivity, her account was archived.  We were able to search our archive files and found it.  With regards to not receiving return calls, we found that the wrong number was written down and therefore all attempts to call back were unsuccessful. We do apologize to **************** for the frustrations this has caused.

*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. ↩