ComplaintsforMathis Sleep Center

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought a sectional in January of 2023, with an insurance/accident protection plan. The salesperson who sold me the policy told me that it covered any damage, stain, rip, tear, no matter how significant, without limitation. I filed a claim in June of 2024 and the insurance company said the policy doesn't cover "an accumulation of stains." Mathis refused to do anything about the damage, but did refund me the cost of the insurance, which seemed to be an acknowledgement that the product they sold was fraudulent and that they didn't stand by their products. I wouldn't have bought the furniture had I not relied on the sales agent's representations. I would have read the policy more carefully had his claims not been so sweeping. Even if I had read the policy, I'm not sure I would have come to the same conclusion about what it covered as the insurance company.Since the company doesn't seem to want to repair, I've put refund as my preferred resolution.

  

  Business response

  07/08/2024

  Hello ****.  We apologize for your frustrations dealing with the stains on your sectional. The furniture protection plan is a single incident plan.  There isn't a limitation on stains, however they must be treated individually as they occur.  If there are multiple stains that have occurred over a period of time, that voids the warranty.  The cleaning provided by the protection plan is a spot cleaning, not an overall cleaning.  There can be as many claims as needed, but they need to be filed for each stain as they occur, not after they accumulate.
  
  We do apologize for any confusion or misunderstanding on the plan.  If you have any further questions, please let us know.
  
  

  Customer response

  07/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is the same rejection they sent to me over email. They are not responding to the substance of my complaint which is that the salesperson lied and misled about the policy to get a sale. These were not the terms explained to me. He said it covered any damage, no matter how significant. Did not explain the single incident limitation.
  
  Sincerely,
  
  *******************

  

  Business response

  07/09/2024

  Again, we apologize for any miscommunication on the furniture protection plan.  The salesperson, *********************** is no longer with our company so we cannot get his side of how he explained the service.  We never want any of our employees to mislead a customer in any way.  I don't believe there was any intentional misleading and definitely not fraud.  We refunded the cost of the plan as a courtesy due to the frustration this has caused.  

  Customer response

  07/10/2024

  
  Complaint: ********
  
  I am rejecting this response because: the refund was inadequate. I did not get the benefit of the bargain I made with the store originally. I wanted the furniture cleaned/repaired like was promised. I appreciate the refund of the insurance product, but needed more.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On April 20 2024 at 11:08 pm I received a Citi alert on my credit card for a $139.00 charge to Mathis Sleep located on ******** in *****************. I did not make that charge and I have been in ********************* since January 10 th. I have called more than once to complain and they have not resolved the issue. Please help me

  

  Business response

  05/03/2024

  This charge was for the Mathis Rewards annual fee.  This was refunded back on 4/22/24. Let us know if there are any further questions.

• Initial Complaint

  02/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am elderly and handicapped, my husband is also a 100% disabled veteran. I was reviewing the paperwork for delivery to see what was omitted since my paperwork had 12 items and theirs had 11. During the purchase of the order there were multiple issues and mistakes. The salesperson said her Manager pulled her commission and it would go to The House. After review of paperwork, they did bring in the two mattress pads they left in the truck. They called to resolve the issue I had of number 8 on my paperwork being absent from theirs. I told the delivery people I needed to go check the bed set up. When I was walking ( with my ******) to the bedroom to look at bed set up the delivery people (3 men) just walked out. l immediately called the store to try to get them to come back. We need assistance to set the bed to a different height than the delivery team positioned it. I was advised they could not return to help us until Monday and if I had a chair I could sleep in it until then. I asked to talk to a Manager and was told there was not one available. I asked how to reach regional or corporate office telephone and they refused to give me any telephone numbers or first names of any Manager that might provide resolution to the issue. Elite Delivery was included in our purchase price and 3 grown men walked out on two elderly handicapped people without setting up our bed in an acceptable manner and left without me finishing to sign the delivery paperwork. They said they had other deliveries to make. I had told the delivery people I needed to check the bed set up and then i will finish signing the paperwork for you. They walked out. They were late on delivery, and I am still in need to have my bed set up. Due to my and my husbands health and disability the bed is too heavy for us to try to place the legs on the bed to an acceptable height and so I can use my bed. Additionally, did not receive warranty paperwork to register our purchase. Also refund for overpayment.

  

  Business response

  02/19/2024

  We apologize for the issues that occurred during the installation of the adjustable base.  We did send a manager out to fix the height of the base. If there is anything else needed, please let us know. Thank you!

• Initial Complaint

  02/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In person purchase made on 1/26/24. Explained to salesman, *********************** that I was purchasing an adjustable bed for an elderly brain injury patient being released from the hospital and needed to coordinate delivery with their arrival at Assisted Living. All that was fine. Upon delivery, I was called by customer service reporting their delivery men said the bed was defective and too tall for the patient. She asked if I wanted a repair or an exchange. I agreed to an exchange for a lower frame that worked. Received an email that I would hear from someone that evening no later then 1/30/24. No one called, no exchange came. On 2/1/24, I called Mathis Brothers 4 times, emailed customer service who said the exchange was keyed 1/29/24 and could not believe nothing had happened. Again nothing happened on 2/1/24. On 2/2/24, I started calling again. I called the sales person and advised I wanted to schedule a return and refund. I called customer service and advised I wanted a return and refund. I insisted to speak to a manager. I was transferred to the sales manager, ****, who assured I would get a full refund, he was terribly apologetic for poor communication and promised a call back that evening - no call came. On 2/3/24 I received a call from a young lady to schedule an exchange. I explained all of the above and she was aware that **** had agreed but store manage, *****, said no refund but he would exchange. Too late, we have an elderly, traumatic brain injury lady sleeping on a couch for 5 days. I had to make other arrangements and felt secure that I was getting a full refund per my conversation with ****. Now Mathis Brothers is refusing to give a refund and pick up the inoperable bed. Thank you for your time.

  

  Business response

  02/14/2024

  We hate to hear that the adjustable base did not work for **************** mother.  There is a no-return policy on adjustable bases and mattresses.  We did approve the adjustable base for an exchange due to it not working for **************** mother.  We can go ahead and do a return for the base to help out.  However, we cannot return the mattress.  Once it is removed from the plastic, we cannot take it back.  

  Once we get the base back we will submit the refund.  We just need to know if we need to pick it up or if the ****** will be returning it to our warehouse.  Let us know and we'll plan accordingly.  

  Thank you!

  Customer response

  02/16/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a la-z-boy recliner from ***** Mathis brothers. It arrived looking old/used with huge wrinkles all over the chair due to being sewn extremely sloppy. ******** Amacifen in customer service would not take the chair back and give me resolution. He offered 15% to me and keep a horrible looking chair. I wish I could post pictures of what he thinks I should accept.

  

  Business response

  12/18/2023

  We hate to hear that **************** is not happy with the special order sofa.  We sent the photos to ******** and were told it meets manufacturer standards.  However, even though Special Orders cannot be returned, we have worked with **************** and have offered full credit to reselect to something in stock.  This was discussed with her on 12/17/23 and is noted on her account.  Let us know if there is anything else we can do to be helpful.

• Initial Complaint

  12/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i spent around 25K a couple weeks ago on all new furniture for my new home i bought. i was told delivery would be all inclusive and they would set everything up for me. they have twice now given me a table and chairs that are damaged. they had to come out again to install my mattress correctly. they lied to me during the whole process about how everything would be taken care of and now. they even damaged my new walls in the house. they wont even return my calls. i am working with the shipping side to get an estimate to fix the walls. what i want to do is have them come at my discretion and pick up each piece of furniture and give me everything i paid back so i can go to another store and buy what i need. i paid with my debit card and the bulk with a cashiers check so i should get cash back to my card and a cashiers check from them or money back to my card. i feel like they took advantage of a single mother needing to refurnish for a new home. spending the money is not the issue, i can do that, its the lies and no communications from the managers i have spoken with. ********************, *********** ******* A lied and just saw a $ sign. i cannot express how taken advantage of i feel. i have wanted to review my purchases because they left out an item that we specifically went over many times. this is a scam to be treated like this.

  

  Business response

  12/21/2023

  We apologize that ************************ feels negatively about her purchase with us.  Unfortunately, there was some damage but we are getting that all taken care of.  We received the new headboard and have contacted ************************ to schedule delivery.  We hope this will take care of her issue.  Let us know if there is anything else we can do.

  Customer response

  12/21/2023

  
  Complaint: ********
  
  I am rejecting this response because: the damage is not the reason for my complaint. its the lies i was told. the damaged table and chairs are a part of the issue as well. they delivered me another damaged set. ****************** promised me that everything would be taken care of and set up properly at my new home, where i wanted and me not having to do anything. there are still Styrofoam and tags on everything.  i even bought all the protection warranties that come with everything. the delivery guys were here in less than an hour because they came around noon and wanted to get home before dark (their words) so they hastily brought everything in. i would like a call from someone at the store that can make decisions about what we will do concerning the dishonesty and refunds of everything extra i paid for. for this whole process i feel that since i had to this way for communication they will not uphold their end of the bargain. if i cannot get anyone to call me then i will find another avenue to get this taken care of.  
  
  Sincerely,
  
  *********************************

  

  Business response

  01/15/2024

  A new headboard was delivered on December 23, 2023.  Everything should be good to go!  Let us know if there is anything else we can do.

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: honestly, you portray like you do not understand what is going on. it's like you don't even read what i have written to you.  i have asked specifically multiple times for someone to contact me so i can go over the charges i was charged and get refunded for everything extra i paid for since your salesmen lied to me. it's shameful that you take full advantage of someone and then just act like nothing is wrong. i fully feel like you are playing games with me. i want a call to go over the receipts because of what i was told, and i want a refund of all the extra coverage that i purchased from you because i will not use you ever again and by the condition the furniture is in i don't doubt that it will not last long. but i digress, this is getting out of hand that i cannot get what i ask for after i spent over ********* with you. 
  
  
  
  *********************************

  

  Business response

  04/01/2024

  We have tried reaching out to ************************ but calls go unanswered and unreturned.  Both the salesperson and his manager have tried reaching out to clear any miscommunication.  There were never any lies told to ************************, but it sounds like maybe some misunderstanding.  If ************************ would prefer to call in, she can ask for ******* or his manager, ****.  Thank you.

  Customer response

  04/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: no one has reached out to me and i can pull phone records to show that. another lie from you guys. I know you have my correct number because that was used in the beginning and i always answered. there was no misunderstanding, i was told one thing and another thing happened. i want my money back for everything i have paid extra for. i have repeatedly asked for someone to call me and when i was calling the store no one ever called me back when they said they would. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had just left my home when a white delivery truck backed into my driveway to make a right turn to the house down the street with a furniture delivery from Mathis Home. The driver had missed the house, used my driveway to turn around and ran over my brick mailbox. The neighbor who was getting the delivery called me, told me about the incident and said that the driver said that he did not do it. However, another neighbor down the street saw the entire thing and wrote down the information, including the truck number, for me. I went to Mathis Home immediately to report it, followed up with four more visits to the store and numerous phone calls. Finally, I turned it into my USAA residential insurance. I paid $258.83 to the company who rebuilt the mailbox. The insurance paid $2219.19. As a result, my homeowners insurance increased because Mathis Home is unresponsive. I was without a mailbox for almost a month, making runs to the post office for my mail and packages. This is a very unprofessional way of dealing with a customer of 48 years. I would like to at least be contacted by Mathis Home with acknowledgment of the incident and a refund to me of the amount that I had to pay. I doubt anything can be done about the increase to my policy at this point.

  

  Business response

  10/30/2023

  We hate to hear there was damage to the mailbox.  The truck that made the delivery that day was a contractor, it was not a Mathis owned vehicle. The owner of the truck, ******************* said they had been in contact with ******************. When there is an accident with a contractor, it is between them and the customer.  They carry accident insurance if they caused damage.  We suggest that ****************** get back in touch with ********************  Thank you.

  Customer response

  11/30/2023

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

  As of today, the contractor has never contacted me in regards to the destruction of my brick mailbox.  I have no phone number or address for this person/business.  I would appreciate more information in order to contact them.  My preference is that the person/business contact me at their earliest convenience.  
  
  Sincerely,
  
  ***************************

  

  Business response

  12/19/2023

  Again, we apologize that this has dragged on.  

  The contractor is ******************* of N&C Deliveries.  He can be reached at ************ or **************.

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

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Found a leather sofa online that clearly stated was 100% leather. Called Mathis Home, *****, to order sofa. For verification asked sales representative if item was 100% leather as advertised. Sales representative did not know for sure, but would check. Later notified item was NOT 100% leather. Sides and back were vinyl.

  

  Business response

  10/05/2023

  We apologize for the confusion.  It's rare to find a sofa that has top grain leather throughout the sofa.  Most now have leather where the body touches (seat, back, arms and sometimes footrest) then a leather match on the sides and backside of the sofa.  The leather match is either a bonded leather or vinyl.  

  We appreciate ****************** bringing this to our attention and we have updated our website to reflect this. 

  Customer response

  10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: although Mathis Brothers will update their website with the correct information for the sofa in question, that does not rectify my original complaint. Being a senior citizen with old school ideology, when a store advertises a product for a certain price, that price for an item in question should be honored. Mathis Brothers advertised a 100% leather sofa for the amount I have listed. Since they made the mistake in their advertising they should offer me a 100% leather sofa for that amount and honor what they advertised. 

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

  

  Business response

  10/05/2023

  Again, we apologize for any confusion.  We never intend to give any misleading or incorrect information on our website.  When we have an error or if there is information that is misleading, we do have the right to correct it.  This is part of our Terms of Use when using our website.  Here is an excerpt that can be found at  ****************************************************************************************;

  The following applies for items listed for sale by Mathis Home via the Site: Mathis Home attempts to be accurate in its product descriptions; however, Mathis Home does not warrant that product descriptions, product images, product pictures or other Content of the Site is accurate, complete, reliable, current, or error-free. If you find a product is not as described, your sole remedy is as set forth in the Return/Exchange Policy section of the Terms of Use.

  Please let us know if there are any further questions or concerns.  

• Initial Complaint

  08/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  For starters this wasn't the base we wanted, it was out of stock. Sales associate assured us this was the same, just a different brand. So, okay, how much different can it be? If our bed is completely flat its fine. Any adjustments and I do mean any tiny lifting of the head or feet and the bed shakes/rocks like a bowl of jello. Had a technician come look at it and say that while technically it seems fine it definitely should not be shaking this way. Asked several other people who have this if theirs did the same and all of them said no and that ours was not right. Every time the store was called the manager was magically out and would get back to us. This went on for about TWO MONTHS. We spent thousands and have a worse bed frame now than before. Gave up after continuously getting the run around. All we wanted was a replacement of a not defective one. So now every time I get in bed and it rocks all around I'm reminded that we got hustled and this company refuses to do the right thing.

  

  Business response

  09/11/2023

  We apologize for the issues on the base.  We have agreed to exchange it.  I can see by our notes that we left a message on August 28 to let them know we will exchange and to find a good time to make the exchange.

  Let us know a good day or week and we will get it scheduled.  We go to ****** every day except Wednesdays, when our warehouse is closed.

  Again, we apologize for the issues and the delay to get it resolved.

• Initial Complaint

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought new mattress with lifetime warranty. Mathis refuses to live up with the warranty without proving the defect. The way they want to prove the defect will NOT work. Asked to speak with supervisor and that call never occurred. Had I bought it direct it would have been replaced at no cost.

  

  Business response

  05/04/2023

  We hate to hear that the ******* are having an issue with their mattress.  If they could please share more details, we'll be sure to dig into it to see what options we have.  We would like more details of their defect and if they can provide any photos, that would be helpful.  They can send them through the BBB or to ***************************************************.  Thank you.

   

*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. ↩