Complaints

This profile includes complaints for Mathis Brothers Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mathis Brothers Furniture has 6 locations, listed below.

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  Mathis Brothers Furniture

  3434 W Reno Ave Oklahoma City, OK 73107-6196

  
• 

  Mathis Brothers Furniture

  4105 Inland Empire Blvd Ontario, CA 91764-5002

  
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  Mathis Brothers Furniture

  81410 Us Highway 111 Indio, CA 92201-6656

  
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  Mathis Brothers Furniture

  6611 S 101st East Ave Tulsa, OK 74133-1775

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  Mathis Brothers Furniture

  13300 Jamboree Rd Irvine, CA 92602-2300

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Returned broken couch on March 18th 2025 I paid using split payment card and cash. Policy states if you pay in cash a check will be mailed within 10 business days. Its been over 10 business days and I still have not received my refund check.

  

  Business Response

  Date: 04/07/2025

  We apologize for any delay in getting the refund back to Ms. ************** However, we cannot locate the order that was returned.  Could you please provide us with an order number?  If you could tell us which store it was purchased from and under what name and phone number, that will be helpful.  Thank you!

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Furniture delivered was damaged and refused. We have spoken to/emailed/texted customer service and sales staff to cancel order. This began on April 1st. Yesterday spoke again with Irvine staff to cancel. Each state only manager can cancel. Each conversation results in no action to cancel. This should not take 3 days and hours of continuous communication. Our request is to cancel. Message left on my voicemail yesterday stated we requested self select. That was never requested. Please also cancel membership

  

  Business Response

  Date: 04/04/2025

  We apologize for the delay in getting the refund completed.  This has now been done and the refund is being processed.

  Please let us know if there is anything else we can do.

  Thanks!

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *********** am writing to formally lodge a complaint against Mathis Brothers Furniture located in *******, **********. On March 21, 2025, I purchased a mattress from this store, which was represented to me by the salesperson as new, free of defects and not a floor model. The mattress was on clearance solely because the manufacturer had changed its outer material and was now discontinued.Upon unwrapping the mattress at home, I discovered multiple rips that were neither disclosed verbally nor in writing at the time of purchase. I immediately contacted the store to address this issue and was instructed to email their mattress service department, which I did promptly. Despite my daily follow-up calls over the past week, I have been consistently informed that they have not received a response from the manager, leaving the issue unresolved.I am seeking an exchange for a mattress of equal value that is free from defects. I understand that an identical replacement may not be available due to the clearance status of the original mattress, and I am open to selecting an alternative of comparable value.

  

  Business Response

  Date: 03/28/2025

  We apologize for the delay in getting this taken care of.  We do show that the mattress is unused and was a last-in-stock, that's why it was discounted in the clearance area.  We apologize for the flaws on the bottom of the mattress.  We understand Mr. ********** frustration in finding these tears and we will take care of it.  We will return the mattress and give full store credit so he can reselect to something else.  He just needs to go to the store and reselect.  If we deliver the new mattress, we will pick up the other at that time.  *************** wants to pick up his new mattress, we would need the current mattress brought back at that time.  

  Please let us know if there are any further questions.

  Thank you!

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03/01 I purchased a sectional from Mathis Brothers Outlet, on the back around the frame, it appeared extra wrinkled, my husband had said to call if it was going to bother me but if not, just dont worry about it and I had just told a family member when you come over again, I want you to take a look at it, so at that time, they did and said I pretty much have this same couch and not it is not suppose to be this way, I did reach out to customer service where I was told to send a email with pictures of the problem that I was referring to, which I did, but at that time was told since I had gotten it on the 03/01 and it was outside of the window to return that I could keep as is for 15% off or could have it brought into their shop for repairs, but I also went into the store and spoke with a manager about the situation, we also went and looked at the one on the floor which has the same issues but not as bad as mine and does not have a nail sticking up that if it was pressed hard enough, it would come out, so there fore it is a manufacture defect, and instead of swapping, Im suppose to go without furniture for 5+ days to have my new furniture that has a manufacture defect problem fixed instead of allowing it to be swapped for the same piece of furniture. I would completely under stand it and be okay with it, if it was something that I had cause to happen but you can clearly see this a manufacturer defect and I should not have to pay this amount of money for a sectional that isnt what I agreed to buy, I agreed for a sectional that didnt have manufacturine defects on it or should I have to go without furniture for something that I did not do.

  

  Business Response

  Date: 04/01/2025

  We apologize for any issues with regards to the sofa. We have a technician going to the Bone home today and report back if this is something that can be fixed in the home or if we would need to bring it to the ship to fix.  It wouldn't take 5+ days, it would be a simple fix.  We will see what the technician says and will act accordingly.  Thank you.

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Placed an order in early December that still has not arrived. Placed an order in February which was supposed to be here at end of February but still has not arrived. Was told that I signed papers that told me the furniture would take 8 to 12 weeks. When I told them I never signed anything and asked them to send me the two invoices with my alleged signature. I told them I never signed these, someone else did, this is pure forgery and fraud. Somebody signed these to defraud me and to simply make a sale . They have no intent to ever deliver my products.they stopped responding to me. They do not have a right to sign my name in attempt to hide delivery timelines or for any reason. Due to their unethical practices and deception, we asked for a complete refund and to cancel our order. The same *** admitted to forging my signatures but still no refund was given.

  

  Business Response

  Date: 03/19/2025

  We understand how concerning this is to Ms. ******** and it's very concerning to us as well.  Please give us a couple of days to investigate and we will follow up.  Thank you.

  Customer Answer

  Date: 03/19/2025

   
  Complaint: ********
  
  I am rejecting this response because: I have given the company weeks to review this issue and respond to me. Every time someone says they will call us, but they dont. I have zero faith in this company and that is why we are at this point. 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 03/21/2025

  We looked further into the situation and truly apologize for the issues.  We are more than willing to cancel the orders.  However, it seems the ****************** filed a dispute with their credit card.  Because the dispute is still in process, we cannot refund them.  Once the dispute is finalized, they will get their refund, either through **** or from us. Please let us know if there are any further questions at this time.  Thank you.

  Customer Answer

  Date: 03/24/2025

    ********** ********
  I am rejecting this response because:
  We opened this dispute with **** the second week of February. Mathis rejected the dispute, which further delayed the refund and made us open it up again. We spoke to ****, and they said if Mathis would simply refund the money the system will cancel the dispute. Also, we paid on two different credit cards for the two orders, AMEX and ************** and Mathis disputed both. We have lost faith in this company completely as they have lied to us time and time again. The fact that I have to communicate with Mathis on this platform rather than them contacting us directly shows that they do not care to help us. When we actually see this refund happen, then I will close this dispute. 
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased ******************** in August 2024. Upon delivery of our ******************** there were issues with the couch. We immediately called. The manager stated to keep the ******************** and they would send someone out to repair within the next two weeks. We have contacted them over 15 times since August and keep getting told they will reach back out. We spent over $6,000 on this ******************** and now that they have our money which includes extra money paid for warranty coverage they cant bother to call us back. We have also contacted corporate and have been told someone will get back in touch with us. Ashley ******************** told us sorry they are independently owned we cant help you call Mathis. This has been 6 months of calling. 6 months they have had to fix this issue and they cant be bothered with us now that they have our money.

  

  Business Response

  Date: 03/11/2025

  We apologize for any issues with the furniture and the delay in communication.  However, we cannot find an account under the information you provided.  We have looked by name, email address and phone number, but do not show any accounts under this information.  If we could please get the name and phone number on the account, we'd gladly get on this and get resolution asap.  

  We can get the response here or you can email *************************************************** with this information.

  Thanks!

  Customer Answer

  Date: 03/12/2025

  
  Complaint: ********
  
  I am rejecting this response because: We do have a purchase order. They can check under my husbands name and phone number. ******* ******* ************ Purchase was made in ***** OK.
  
  Sincerely,
  
  ********* *******

  

  Business Response

  Date: 03/12/2025

  We apologize for the delay in getting the issues resolved. We have a 3rd party furniture repair company, ***, helping out with the Pulliams.  From what we understand, they have tried scheduling a technician three times.  However, they have not been able to find a day that works.  We have asked AHM to get back in touch to get this scheduled.  If they haven't reached out within the next 48 hours, please let us know.  Thank you.

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had the worst experience with Mathis Brothers. Save yourself the trouble that we had and shop elsewhere. We bought a $6,000 couch. At delivery two pieces were damaged. We called in to let them know (the delivery drivers even acknowledge it) They said they could send replacement pieces in two weeks. That they only service our area once a month, so we waited. Finally 3 weeks after purchasing the couch the replacement pieces arrive (with zero communication on delivery time at 6pm on a Friday night) Well guess what the pieces arent even the right ones. The delivery driver cant take them back bc I signed the delivery paper. We call that evening to let them know once again theres an issue with our couch. They said the piece was tagged wrong in their warehouse and thats why we got the wrong pieces. (We live 3 hours from okc, 6 hour round trip) the lady on the phone said we could drive to okc and pick up the piece we need & then their delivery truck would come in two weeks to grab the wrong pieces. Well guess what, we loaded up the kids and drove 6 hours only the be told no when we got there: customer service refused to let us leave with our couch (that we paid for) bc we didnt bring the wrong item they delivered. Funny, we dont own a delivery truck so thats not going to work for us anyway. It wasnt wrapped in any protective materials when it was delivered & we were told they would pick it up since it was their mistake. They gave us a $50 gift card for our troubles. We canceled the whole order and they will be picking up the entire couch IN 2 WEEKS. We will shop elsewhere. Expecting people to wait 6 weeks for a couch due to their mistakes & then refusing to me what I paid $6,000 for after being told we could make the drive and pick it up if we needed it sooner is insane. Terrible customer service.

  

  Business Response

  Date: 03/11/2025

  We greatly apologize for the issues with this latest purchase.  There were a number of issues that should have been avoided.  We were wrong to tell you that you could pick up the new piece, then told you once you got here that we couldn't.  Typically, we need the wrong/damaged piece in order to exchange, but once you were told we could do that, we should have honored it.  I can definitely understand the frustration, especially driving 3 hours one way.  

  We hope you can understand this is not typical of our service. We would not be a growing business for over 60 years if that was the case.  We aren't perfect, but when we make mistakes, we do what we can to make amends. I understand this leaves a bad impression, but if you would still like to get the correct piece to the sectional, we will make sure it happens and will compensate for the issues. You can email us at *************************************************** and we will have a manager reach out to you to confirm.  

  Thank you.

• Initial Complaint

  Date:01/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Mathis Sleep ******************************************************** - Possible violation of the OK Bedding Regulation Act 01/22/25 - Bought NEW mattress but USED mattress was delivered. I bought what I was advised from ***** *******, salesman, was a clearance mattress, probably a previous model & was advised several times that it would be new. Nowhere on the receipt or mattress sales tag does it advise it is USED. The receipt had written on it One & only full 10 year warranty. When the mattress was delivered on 01/24/25, I saw the yellow tag on the back of the mattress advising Second-Hand Material Sanitized. They had loaded my old mattress in their truck first, therefore, I did not want it back now dirty & felt I had no other option but to accept ********* Mathis makes it right. I immediately called the store who put me in contact with the Regional Manager, ***** *********, who was very unprofessional & basically called me a liar advising I knew it was used. He advised the phrase One & only means it is used & that I should have known that. I do not know how the customer knows that that means used. He also asked what problem I had with a used mattress & asked if I ever slept in a hotel! I could not believe a manager said that. He was very argumentative & kept trying to make me feel like I should be happy I got it for that price & that I was stupid for being upset. Either way, my real complaint is that I was sold a USED mattress under the pretense of being a NEW mattress. I should have been given the opportunity to decide if I wanted to purchase a USED mattress; not sold as NEW hoping I would not see the SECOND HAND tag. In my opinion, this is fraud, a complete ************* and against the OK Bedding Regulation Act. All I want is what I was sold; a NEW mattress. If they are unable to provide what was sold, then they should make good & provide a new model mattress & honor the price.I bought: Twin XL Mattress - $749 Mathis club/delivery fee - $139 Tax - $63.04 Total Paid: $951.04

  

  Business Response

  Date: 01/28/2025

  We apologize for the misunderstanding and/or lack of communication with this purchase. We are having a manager reach out to the ******.  Let us know if there is anything more we can do.

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ************ find that this resolution is satisfactory to me. The President of Lady Americana reached out to remedy the situation (used mattress sold without knowledge) and offered an exchange which was delivered yesterday. The president's actions were much more heartfelt and he agreed we should not have been treated the way we were.   

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

• Initial Complaint

  Date:10/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a ***** ****** Beige Leather Sofa and warranty protection plan from Mathis Bros back on Nov. of 2022 for a total of $2,812.30. In early May of this year I submitted a claim for my sofa as the sofa leather was coming off the sofa. The warranty company that Mathis Bros uses approved the claim. As of yet, I have not received the part for my sofa replacement. I was told that it would take 16 weeks (this is entirely too long to take care of a warranty issue) for me to receive a new part delivered to my home. It has been over the 16 weeks and I have not received any parts nor have I received a call from Mathis Bros. While I am waiting for this issue to be resolved the sofa is deteriorating. Alternative Solutions Options 1) Return my funds so I can purchase a different sofa.2) Give me a gift card so I can purchase another sofa.

  

  Business Response

  Date: 10/29/2024

  We have been in contact with Ms. ****** and have worked with her for an exchange.  She has picked out new furniture and it's being delivered on October 29, 2024.  This is all taken care of.  Thanks!
  

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sofa ($1,900 and purchased the premium protection plan) from the Ontario Calif store june 2023 for my wifes 87 year old father. Within months the sofa cushions broke down to the point of him not being able to sit on one side . I called and they agreed to pickup the sofa and repair. This took 3 plus weeks and they had no sofa to sit on. After it was delivered back it still was not right but since it took sooo long to repair He decided to live with it . Big mistake since then the sofa has gotten so bad that he can only sit in the middle cushion ( does not recline) I called the protection plan and was rudely brushed off ( not their problem. Call Mathis and spoke to a very nice manager ****. It was told they willl not exchange, even though the repair was not done correctly and its now past the manufacturer warranty but 4 months from the repair. Best the could do would be to send their best technician out to look at it and restuff the cushion ( which I was told the first time I called that it was impossible do repair at the house so now they can ? Miracle!! But said they will not stand behind and repair. We have purchased $1,000s over the years with Mathis and its soooo disappointing that such a large company wont stand behind their product. Now my 88 year old father in law broke his hip and cant sit on this worthless sofa . As the saying goes buyer beware. Very , very disappointing!!Update - after speaking with ************** customer service manager and asked to speak with her direct supervisor and was give name and number for ********* I call 3 times and left VMs and never received the professional courtesy of a call back.

  

  Business Response

  Date: 09/10/2024

  We apologize that this has not been taken care of already.  It seems there has been some confusion or miscommunication.  We have offered to have a technician come to the ********* home.  The technician will confirm any defect and can figure out what parts are needing to be ordered.  If it's found there are defects in the replacement cushions, they will be taken care of under warranty.  

  The Cardozas just need to contact the *********************************** to schedule the technician to come to their home.  They can call ************ to schedule the technician.

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