ComplaintsforMathis Brothers Furniture

• 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.

• Initial Complaint

  05/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have purchased thousands of dollars of furniture at your ******* location. I recently purchased a desk. They asked me if I was a rewards member but failed to apply my rewards credit. I had to have agreement redone and reward applied. I took a day off of work for delivery and it didn't arrive. They told me the sales man has put the store address for delivery. So I took an additional day off of work. When it was delivered they said they couldn't fit it through the door. They were cursing in spanish thinking I didn't speak spanish. They said they couldn't take it apart and then said they would do it just for me. They banged it up scratched it and screws have fallen out since then. The store called to check on delivery I explianed what happened she said she would send me a gift card for inconvenience & repair man. A week later still no gift card or repair man. i called again she told me she would do the same. Repair man showed up a few days ago. Screws are in now but desk looks funny with pain on it. And still no gift card. I took days off of work and lost a lot of money on this. Now they just charged me the annual fee. This is so frustrating. I will never buy from them again.

  

  Business response

  05/16/2024

  We apologize for the issues with the desk.  We do show our technician went to ************************** home on 5/3/24 and the notes state the repairs were completed.  However, it sounds like maybe they were not.  We can send another tech out to correct any issues. Please let us know exactly what the other issues are so we can be prepared.  Also, can we find out who offered the gift card and the amount?  We don't show any notes in our system about a gift card.  We want to make sure they get what was promised.  Thank you!

• Initial Complaint

  05/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an Hivvago Outdoor 9 Pieces Patio Furniture Set with ****** BTU Propane Fire Pit Table on April 28th. I am missing the hardware, instructions and the fireplace. I called ************ and someone is going to contact me in a couple of days.

  

  Business response

  05/15/2024

  It looks like there were two deliveries for this set.  The remaining pieces should have been included in the second delivery.  Let us know if there is anything else needed.  Thank you!

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a sofa table June 2022 and the Furniture Protection. I was told the manufacturer warranty would cover the table for 1 year and the furniture protection plan would cover it for 5 years, which is why I purchased the plan. Drawer rails in the drawer have broke. This is significant since we can no longer use the drawer. I called Mathis **** today 4/30/24 and was given a number for Protect All USA. After being on the phone with them a significant amount of time, I was told they would not cover the table since it was not an accident. I have no idea what they consider an accident. I then called Mathis **** and told them the problem and all they could say is it is not covered by the manufacturer warranty after one year. I asked **** they sold me a plan to cover my table if they knew there were not going to cover it. They just said sorry. I then talked with ******* a "manager" and she basically said the same thing. They did offer to give me the name of someone that could fix it for a price. I want my table fixed and I should not have to pay to have it fixed. Offering these protection plans is a joke and they know it. I also have the plan on other furniture. My suggestion, refund all the money I have spent on the protection plans and I will pay to have it fixed.

  

  Business response

  05/02/2024

  We are sorry to hear that ****************** is having an issue with her table.  As she mentions, the plan that was purchased is a protection plan.  For case goods, like the table, his covers an accidental stain (water ***** nail polish, etc.), deep scratch, *****,etc.  It does not cover hardware such as drawer glides.  I understand ****************** being frustrated due to the fact she thought this would be covered and we apologize for any confusion on coverage.  I've attached a copy of the terms and conditions of the protection plan.  If ****************** could send us a photo of the drawer rail, we can have one of our technicians take a look to confirm if it is broken or needs a screw, etc.  The photos can be sent to ***************************************************.  Thank you.

  Customer response

  05/07/2024

   
  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. However I do feel Mathis is selling fraudulent warranties.  They know full well they will not cover your item and the sales staff are saying they will. I will never purchase an additional warranty from them. 

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

• Initial Complaint

  04/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a desk via special order from Mathis Home on November 22, 2023 for $1830.76 and put $733 down as a deposit. The desk was supposed to arrive in early February. Every few weeks I called after the first of February and it continued to be delayed and they couldn't give me a firm delivery date. On April 5th at 10:08 am I called and got transferred to a manager and asked to cancel my order. He couldn't guarantee that the desk would arrive by the end of April so I asked to cancel the order. He asked if he could give me a discount and I said no, I just wanted my deposit refunded. The desk had not been shipped. I asked if I was going to get $733 refunded on my credit card and he said yes. More than a week later, I didn't have the refund. I have called them 7 different times and they always say I have to talk to the store manager and he will call me but that doesn't happen. I have purchased another desk at a different store. On one of the calls they told me the order wasn't cancelled and I would have pay 40% of the purchase price if I cancelled. The person said I signed a paper that said that, but I have my receipt and it doesn't mention that anywhere. Also the manager that told me he would cancel the order never mentioned a penalty or I wouldn't have cancelled. I don't want the desk that is apparently now shipped, since I thought the order was cancelled and bought something else. 5 months is ridiculous to wait and another store told me the manufacturer had 6 desks in stock that I ordered and Mathis was probably waiting for a full truck before getting it shipped. Regardless, I just want my deposit back, which is what the manager that I talked to on April 5th promised. Thanks in advance for your help.

  

  Business response

  04/25/2024

  We apologize for the delay in getting the desk for **************** as well as the miscommunication with the deposit.  Although the receipt does not give specifics about the deposit, the Special Order form that was signed by **************** does state it's a non refundable deposit.  This is because special orders are made specifically for the person who orders.  We do not stock these items, so we can't sell them like we do stock items.  We do show **************** has been a great customer, so we do want to work with her.  We do have the desk in our warehouse.  We understand she has purchased another.  But before we try to sell the one she ordered, we want to confirm whether or not she would like us to deliver this one.  If not, we will do all we can to get her deposit refunded.  Thanks!

  Customer response

  04/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I do not want the desk as I stated previously.  I have already purchased another one.  I do not understand the statement "we will do all we can to refund the deposit".  Either they will refund my deposit or they won't.  I would like clarity before I accept the response.

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

  

  Business response

  04/26/2024

  We just wanted to confirm **************** definitely did not want the desk before we try to sell it. We've had a few customers in the past who are upset about a delay and say they want to cancel, but then have a change of heart once the item arrives.  We just wanted to make sure that wasn't the case with ****************.

  We said we will do what we can to get it refunded because again, the signed special order form states the deposit is non-refundable.  However, we do understand it was delayed and we want to help and will get it refunded.

  let us know if there are any further questions.

  

  Business response

  04/26/2024

  We just wanted to confirm **************** definitely did not want the desk before we try to sell it. We've had a few customers in the past who are upset about a delay and say they want to cancel, but then have a change of heart once the item arrives.  We just wanted to make sure that wasn't the case with ****************.

  We said we will do what we can to get it refunded because again, the signed special order form states the deposit is non-refundable.  However, we do understand it was delayed and we want to help and will get it refunded.

  let us know if there are any further questions.

  Customer response

  04/27/2024

  
  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

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchase two exact Serta -Artice Hybrid I Medium Twin-XL beds with a 10 warranty. On March 26,2024 I file a warranty claim addressing that one of the beds is defect causing severe back pain.On March 27 I received a response that they will not move forward with the claim since it doesn't meet their qualification. see email dated Mar 29, 24. I went to the store on April 10, 24 and spoke to ******* who took my information to forward the regional bed manager Tory Olson405-355-8405. No response from him. I went into the store on April 16 and spoke ******************* and he told me there is nothing we can't due because you already exchange the bed. I said to him yes but your program allows to change the bed if your not satisfy which we did. I informed him there is a 10yr warrant on the bed. I am asking only one of the beds to be changed. There is something wrong with built of the bed. My wife *********************** is the sold to and the order number is 59B448299.

  

  Business response

  04/18/2024

  We hate to hear that ************** is not feeling comfortable on his mattress.  He is correct that it does have a 10 year warranty.  However, all mattress manufacturers have guidelines that must be met in order for the claim to be processed.  Unfortunately, ************** mattress does not meet the guidelines.  Comfort issues are not covered under mattress warranties. There has to be a manufacturer defect such as dipping that is at least 1.5 inches or breakdown of the frame, etc. 

  We do have a 365 Dream Program where customers can reselect within the first year of their original mattress purchase, but ************** has already used their exchange under this program. 

  Some of our customers who have had comfort issues have found that a mattress pad has helped with comfort.  Hopefully ************** can find one that will help him.

   

  Customer response

  05/03/2024

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

  This bed has a four tier layer per Serta which consist of 1) 15x cooling power, 2) Custom Comfort, 3) Cool Presure Relier, and Reliably Support. This was why we selected this bed.  Currently the bed has not been slept on since from about April 1, 2024 which has cause severe back pain. Back pain so severe that I was unable to walk, bend, move, drive and function.  I have been sleeping on Tempur 3" topper in which it has the same layers as noted on 1, 2, 3.  No Pad should not have to be used when the bed already has a pad as noted on per Serta description as noted on the attachment.  .  We bought dual exact beds and the other bed has no issues. The cost of each bed was $ ***** for a total of $4,746.00. I would want ******** to physically inspect the bed but I would really appreciate if Mathison would exchange the bed. 

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

  

  Business response

  05/14/2024

  Again, we hate to hear that there is an issue with the mattress.  We do have to follow the guidelines set forth by the manufacturer.  However, we can have a technician come out and see if there are flaws that cannot be seen in the photos.  We can have a rep ******* ************** to set a time for the technician.  Let us know if there are any further questions at this point.

  Customer response

  05/16/2024

  
  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. I have been contacted by business with a May 23, 2024 appointment to inspect the bed.
  
  Sincerely,
  
  *****************

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On, Sept 9th 2023 I purchased a ******************* sleeper,4 pillows and a mattress, Sales order 59B879089, along with Model: GBS Furniture protection 3500 plan. The mattress tag shows that it was manufactured on 06/06/2023 Another tag shows date of delivery as 5/23. Showing proof that the matress had to have been stored somewhere for 3-4 months before purchase. I use the matress to sleep daily, on March 8th upon removal of the manufacturers matress cover for thr first time to wash, I noticed a great extent of mold on the bottom of the mattress. I called Mathis to see if it was covered under warranty and sought replacement of the defective mattress which they sold me. It has been almost a month and I still have no resolution. I was told by Mathis H/R namely a *********************** that I needed to contact the manufacturer she supplied a number for a person named ****,who Informed me that he was a salesperson and that I had to take the issue up with the retailer. On May 30th once again, I contacted *********************** through email and phone and asked if I could buy a matress until a resolution is found. I was contacted by a sales representative who had no understanding of the situation and told me she had to see if it was in stock and that I would be contacted. I have yet to be notified. I have contacted various Mathis representatives and have been patient yesterday April 3rd I was contacted by ****** and mentioned that if I purchased a new mattress I would receive a discount. When I asked to speak with a manager I was laughed at and told that I "would be told the same thing" and hung up on before I made a decision on the purchase of said ********. My clinically diagnosed lumbar strain is being affected because I havent been able to use a mattress that I was sold due to the significant amounts of mold it has. It is in my perspective that during the 3-4 month storage of the matress by the retailer that mold may have started to accumulate. Thank you for your time

  

  Business response

  04/15/2024

  We hate to hear that ****************** has an issue with his mattress.  We apologize for any inappropriate or unprofessional comments from our staff.  We did pass this along to the manufacturer who denied the warranty claim because they do not cover mold.  We did offer 15% off the $150 replacement mattress.  

  Please let us know if a new mattress needs to be ordered.

  Thanks!

  Customer response

  04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I cannot be guaranteed that the new mattress will have the same or similar defective problem. I don't want to.pay for ANOTHER defective matress that cannot an will not be guaranteed by the vendor. 
  
  Sincerely,
  
  ***********************

  

  Business response

  04/24/2024

  We have researched with our merchandisers and reps and haven't seen mold before on one of these mattresses coming from the manufacturer.  Our suggestion is to inspect the mattress at the time of purchase/delivery to ensure it is dry and free from any foreign substance.  If something is found at that time, it can be exchanged or refunded.  Seeing that we have not seen this before, the ********* should feel confident that this wouldn't happen again.  Thank you.

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I bought a custom order leather sectional also got theprotection plan which did absolutely nothing for us.. I paid my sofas off before the year BIG MISTAKE once you pay them off Mathis wants to do NOTHING to help you, my son had spilt some milk on my so called *** leather sofas after we wiped them clean they dried and got stuck together and ended up peeling the color off of the leather I called the protection plan and they came up with soooo many excuses not to cover them and ended up blaming me for it this all happened within a year of having my leather sectional.. Ive had to go to Mathis several times and talk to many managers just to have absolutely nothing done for me after paying off my 7000,00$ sectional I bought these because I thought it was more durable for what I paid for them but obviously not. This was my second time buying from Mathis.. youd think that with as much money as this store makes theyd at least give you the store credit since its going back to them anyway..

  

  Business response

  04/04/2024

  We looked further into the Garfios complaint.  We're sorry that they feel we are not helping.  The claim was initially denied because of accumulation.  The terms and conditions for the ProtectAll furniture protection plan state that this is a single incident plan, but there is damage all over the sofa.  We fought the denial on behalf of the Garfios and had new casings ordered.  This is going above and beyond the terms and conditions of the program. The leather is good quality and very resilient, but if something is spilled, it needs to be cleaned immediately and properly. In order for this to happen on numerous pieces is accumulation which is not covered by the protection plan.  We are doing all we can to help. Hopefully the new casings will be helpful.

  Customer response

  04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I purchased the protection because I have children and I knew accidents would happen which IS what happened an ACCIDENT which what the protection plan is for this is NOT neglect forget the other parts of the sofa I immediately cleaned where milk was spilled and yet this still happened NOT only on the cushions but also on the sofa itself if this were high quality leather it should not have peeled the color of which on my protection plan says peeling would be covered but becuase it was on other parts of the sofa and would cost to much to repair it YOU do not want to do more and prefer to find excuses not to do anything mind you this sectional is only a little over a year old, my sister has had one for over 10 years with spills and pets and her look better then mine!!! You do not want to do anything because I have paid them off and do not care to help because you have received your money, we do not have a lot of money and struggle day to day to have the little bit we have which is why this is not right that a million dollar company can not help its customers after you guys push your sales on ur customers with false protection plan promises, you look for any little excuse to not cover if it is to much, pulling is what happened and peeling is on the protection plan point blank it should be covered and done! As for the cushions I have yet to receive them I havent received anything I am also waiting on the refund I requested from the protection plan! 
  Sincerely,
  
  *******************************

  

  Business response

  04/16/2024

  We reached out to manufacturer and were told that from all their testing, etc. spilled milk should not cause the leather to peel. They are willing to test a casing to check it out further.  If ************** can drop off a casing at the Mathis Home ***** ************************ we can send it to *** leather for further inspection.  Let ** know if they'd rather send it directly to *** leather and we can get the address.  Whichever they decide, please let us know so we can make all parties aware.  Thank you!

  Customer response

  04/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is ridiculous I paid for the protection plan and peeling was supposed to be covered PERIOD, is this how you do thing questioning your customers and pretty much a calling me a liar it was milk from cereal which made the milk sticky we did and fyi I did immediately wipe it off but when it dried it stuck together and caused the cushions colors to peel why do I have to send in the cushions for you to test why dont you get some from your manufacturers, just do what you promise and gaurantee instead of finding a way to blame me after I paid for this protection for this reason because I have kids and I know accidents happen, I would be satisfied with getting a full refund for the protection plan I paid for because I havent even received the couch cushions they were suppose to send and a refund of atleast half of what I paid for the sectional, I feel thats the least you could do! This whole situation is really taking a toll on my mental health I cant stand to look at these expensive sofas without feeling hopeless and depressed because theres nothing that is going to be done, those ***** were my saving s and now I dont have that nor do I have some nice sofas only after 2yrs!! 
  
  Sincerely,
  
  *******************************

*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. ↩