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Complaint Details
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Initial Complaint
07/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My wife and I had ordered a full set of living room furniture from Mathis Brothers on 1/08/2021. The order included a sectional, an ottoman, and a recliner. We put $793 down on the furniture to order it. At the time the salesman on the phone said it could be 10 - 16 weeks. The target date on the furniture was 03/01/2021. At no time were we contacted about the furniture taking any longer. I had to call Mathis Brothers periodically to check on our purchase. it was pushed back month by month by month. It is now 7/26/21 and still no furniture. I had contacted Mathis brothers to Cancel the order and was told multiple times on the phone by my salesman that, that would be no problem. Just for him to call back 2 days later and say that he "Misspoke" and would have to try and get approval for a refund seeing as how it was a special order. Managers seem to be impossible to get ahold of. We just want our money back so that we can part ways with this horrible place.
Business response
07/27/2021
We have canceled this order per the customer's request. Again, we apologize for the delay in production. Let us know if there is anything else we can do. Thanks!Initial Complaint
07/23/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Mathis Brothers team! I am very upset with how we as customers are treated.. I purchased multiple times with this company and they still can’t get it right...BIG MISTAKE!!! We purchased a Bernhardt sectional that cost us over 7k, which was put together for us at our home by the delivery team, once it was complete we noticed immediately that the corner piece was defective/wood was angled not straight as if it belonged to another sectional or just ultimately broken...aside from that the pillows it came with was totally offbeat ...totally different than what we ordered...as if they ran out of the correct fabric and tried to pull the cover over our eyes..like seriously UNPROFESSIONAL!!! Immediately we called it in when the delivery team was at the house and we spoke to there delivery manager and customer service dept. they said keep it for now and we will jBusiness response
08/04/2021
We apologize for the issues with the sectional. A new piece was ordered. According to the manufacturer, the part was shipped. We expect it to arrive in our warehouse later this month. As soon as it arrives, we will give the Kort's a call to schedule delivery or pickup. Again, we apologize for the issues.Customer response
08/04/2021
Complaint:15689784
I am rejecting this response because:
They haven't addressed the issue with our pillows that we ordered with it. We took the time and drove to there new location in Irvine three times to choose fabrics for the nine pillow that should come with the sectional. Since than' they told us 5 months later that they have ran out of the fabric from the previous order. We than chose new fabrics and yet they still haven't gotten it right..they delivered 2 out of 9 pillows that essentially comes with it, and those two that were delivered was completely wrong... never seen those colors in there fabric case before...DO DISAPPOINTED AND FRUSTRATED!. I'm very upset at this point Nothing has nothing been right from the first delivery, than a second delivery and now this..3rd. I have emails with paper trails that prove what we ordered and why I'm still getting the cold shoulder from customer service...terrible company.
Sincerely,
GeorgeBusiness response
08/30/2021
Again, we do apologize for the delays. We have one of our Customer Service Managers currently working with Mr. Kort to get the pillow situation taken care of.
The Kort's have been great customers so we hope they understand that the delays are not typical. We will do all we can until this is taken care of. Please let us know if there is anything more we can do at this time. They can message through here or email us at [email protected].
Thanks!
Initial Complaint
07/17/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased a dresser that was defective upon unpacking it. Drawers did not fit properly and thus would not open or close. Called the store to report the problem. They scheduled a repair technician for more than 3 weeks out, said that was the soonest available. Waited for the day to come and no repairman showed up. Called and asked what was going on, that no one had showed up. They said they didn't have my address. I asked why no one called and asked for it or expressed this to me sooner? They had no answer, but said they would schedule an exchange for that Friday, about a week out. I said ok. Waited for Friday to come and no one showed up again. Called to find out what is going on, that they have missed 2 appointments. Suddenly, they don't know anything about my appointment or promised exchange. Said someone would contact me. No one contacted me. I am seeking a full refund so I can go purchase this somewhere else.Business response
07/26/2021
We apologize for the issues with the dresser. One of our **************** Managers has tried to reach out to schedule an exchange, but unable to leave voicemail as the mailbox is full. We do not have an email address on file for *******. We will continue to try her back to schedule the exchange, or she can call our **************** office to get it scheduled. Thanks!
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Get a QuoteCustomer Complaints Summary
234 total complaints in the last 3 years.
78 complaints closed in the last 12 months.