ComplaintsforMathis Sleep Center

• Initial Complaint

  04/21/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  purchased 2 recliners end of February. they had one in stock and one in ***. they asked if we wanted the floor model and we declined. they said it would take a couple of weeks to get from okc we said ***** 2 weeks later, they delivered the additional swivel bases we ordered but no recliners. a week later, they delivered the recliners, neither was wrapped for protection and only one had a merchandise tag. they did not install the swivel bases. the next week, they came to install the bases. this is when we noticed that one of the chairs was clearly worn, softer and scratched up. I reached out to the salesperson who after many attempts told me that i possibly had gotten a used chair and they would offer a ****** gift card. I told them I had no use for this gift card as we had purchased all that we needed from the store and asked them to credit my credit card account for the ****** because they lied to us and sold us a used chair. i have never heard back. I filed a complaint on their website. never heard back. I asked for a manager to call me... never heard back. then I asked for ****** to be credited to my charge account because I have some special-order furniture that has not come in yet and so they have not fully billed it to me yet. only 40% of the cost so they could easily deduct the ****** from my outstanding balance. they lied to me, misrepresented the furniture that was sold to me and now they are doing nothing. i don't trust them to get me a new recliner as they have already admitted to the lie. I do have that in a text from the salesperson. attached. the text on my phone is dated March 22... but i began communication with ****** at the beginning of march. I have several texts but they don't show the date on the attachment so I will wait for your further instructions to see if you want them all. I have texts and emails with me trying to resolve this situation. thank you for your help.

  

  Business response

  04/21/2023

  We apologize for any confusion on the chairs.  These chairs were discontinued and we could not get any more in.  The only way to get two chairs was to give the floor model, which was discounted 10%. It seems there may have been some miscommunication because we wouldn't deliver a floor model unless it was approved.  The ticket reflects the discount.  Again, we apologize for the miscommunication.

  I do see the special order sofa and loveseat as arrived.  We will honor the White's request and will discount $400.  Since we already discounted $50 on the one chair, we will discount the additional $350 off the sofa and loveseat.  Let us know what day they will like delivery and we'll get it scheduled.  We deliver to ********* every day except Wednesdays.

  Thanks!

   

  Customer response

  04/24/2023

   
  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

  04/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On April 14, 2023, we went to Mathis Brothers Furniture in ***** to give blood. We thought that while there, we would get refills on the ************ and Wood Polish products which we have had refilled several times as part of the Mathis Brothers Furniture Protection Plan we purchased several years ago. Well, obviously, we wouldnt be writing this letter if there wasnt a problem. The clerk at the **************** Desk said that the product was no longer available because the company they had contracted with had gone out of business. Same response (with an apology) from the salesman at the front desk. Our problem is that we had an agreement with Mathis Brothers (not the product provider) to have a lifetime of refills. If the sub-contractor has failed to comply with their commitment to Mathis Brothers, then (we would think) Mathis Brothers would be legally and ethically required to fulfill their obligations through another subcontractor. Since we moved back to Oklahoma in 2006, we have spent $16,755.14 at Mathis Brothers, this figure, although it represents a large amount of money, does not influence the fact that we had a contract with Mathis Brothers and that they have not fulfilled that agreement.Therefore, we request that Mathis Brothers either refund the Furniture Protection Plan contract money that we invested with them or fulfill their obligation to supply the products as agreed upon.

  

  Business response

  05/02/2023

  We apologize that we no longer carry the refillable product for the furniture protection plan (FPP).  FPP is a protection plan that covers customers from any accidental rip, stain, burn, tear, etc.  The terms and conditions of the plans stated this protection.  We also provided the refillable leather protectant, fabric refresher and wood polish, but that was just an add on and not officially part of the plan that was described in the terms and conditions of the program. Although our partnership with FPP termed back in 2021, we still offered the refillable product until supplies ran out.  *********** we are with now, GBS (aka ProtectAll) has similar products at a cost to the customer.  As a courtesy, we'd be more than happy to supply a kit to the ******************.  Unfortunately, we can no longer provide the free refills as our new partner does not offer that.  However, we still protect our customers from accidental damage through the plan!

• Initial Complaint

  02/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  NEW ??DO NOT BUY FROM MATHIS BROTHERS Furniture ??My ******** went in this last Sunday 2/5/23 to buy a gray couch for our new updated living room. We searched everywhere & only found 1 gray couch in the clearance section that was broken & 1 couch that LOOKED gray on the main sales floor.When we spoke with a salesman inside the main show room we told him we were looking for a gray couch, but the 1 in the clearance section was the only 1 that looked gray, but it was broke. He brought us to a couch inside the main show room area & said this 1 right here is gray, it's just not showing up gray very well because of all of the show room lights from the ceiling shining down on it.We thought; OK we can understand that we see small glimmers on it that could be gray, so maybe the light is affecting it, he was 100% positive that it was gray, he even showed us a sticker that said it was gray & it was the lighting causing the gray not to show up (Another lie) so we decided to get this electric couch. The salesman also talked us into getting the $120 membership so we could get the membership price on the tag. We only shop at Mathis Brothers every few years, so really we don't need it, but it was the only way we could get the free delivery, since I don't own a truck anymore, so he talked us into it. The couch was delivered yesterday 2/9/23. The delivery guys brought it into the house, sat it down & I signed the paper, then they left. I started looking at it in the sunlight, then I turned on all of our lights in the living ********* was brown, completely T*** brown. No signs of gray anywhere on the couch, so the lighting inside the showroom at Mathis Brothers completely throws off the color.We didn't want a brown couch, we just sold our brown couch, we wanted a gray couch, we were told this was a gray couch, not even close! We were also told we would get a new couch from the warehouse & not the one that was broken sitting in the show room, that was also a lie, same *************** is out of business, so we should've known it was the only one left, that couch has been there for 3-4 years as stated by the salesman. It still had the tag on it, in the same spot it was at on the sales room floor!I called customer service this morning 2/10/23 at *******. I told them the issue(s) we have & we were told we could select a different couch from their selection. I told the lady I was speaking with that there was only one other gray couch in that style down in the clearance ************ was broken, we didn't want broken, so they didn't have anything else gray. She said; then the only other thing to do is to give a full refund, but we will be charging a 10% restocking fee ($91) & we wouldn't be able to get a refund on the $120 membership because we already benefited from the free delivery. The $120 membership fee isn't really $120 either, it's actually $129, so there's another lie. We'll give you a full refund, but we're going to steal some of it first, is what they should say!We've been shopping at Mathis brothers for 10 yrs, but NEVER AGAIN! No one has even sat on this couch, it's sitting in the same spot the delivery guys sat it in & we've already lost over $200. When a billionaire company screws over the little guy you know it's a place you don't want to spend your money anymore. Like it's really going to kill a billionaire company to just let you keep your 10% & your $120 membership fee, that you're not even gonna be using! They act like it's a special order!This simple review won't cause Mathis Brothers to suffer, but it still needs to be told so all of you others don't get screwed over. DO NOT buy from Mathis Brothers, if you do, better make sure 100% it's what you want it to be. Better make sure you take before pics of the furniture you will be buying & check it thoroughly while it's sitting there on the sales floor! Do not let the salesman convince you of something you're not sure of, because they will do anything to make a sale, they don't care if you get screwed over, because they already got paid the minute you signed the paper!

  

  Business response

  02/23/2023

  We hate to hear that the Lay's experience was not what either of us expected or wanted.  With regards to the refund, it looks like we did refund the full amount of the sofa. There were 2 refunds, $42.60 was put back on the **** and a check for $876.98 was processed on 2/17/23.

  The Rewards should have been refunded as well.  Since the whole order was canceled, this should have been refunded at the same time.  We apologize for the miscommunication with regards to this.  We have submitted for a refund of the $129 Rewards fee.  We will be sure to talk to those involved so it's clear in the future.  

  Again, we apologize for the confusion.  Let us know if there is anything else we can do.  

  Customer response

  02/25/2023

   
  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. As long as we receive the full amount returned of $1,148.58 which is what was originally paid...
  
  Sincerely,
  
  Skylar Lay

• Initial Complaint

  02/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went into the sleep center to make a purchase, the store was not acknowledging a national promo by their supplier. I was told to purchase it directly from them if I wanted the $300 gift from them. This was causing us to lose the Presidents’ Day sale with game playing by the associate, every mattress place was honoring this after shopping around. Poor, poor customer service, Mathis Brothers should be embarrassed.
  

  

  Business response

  02/21/2023

  We are sorry to hear that ************** didn't have a positive interaction in our Sleep Center.  We would like to get more information such as the brand and model of the mattress he was looking at as well as which store he went to.  Once we have this information we can look further into the situation.  Thank you!

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased a Nectar mattress on Dec. 20, 2022. When we tried the mattress in the store it was perfect. After sleeping on it a few nights it became apparent it was not, there was no edge support and way too much movement transfer.(the floor model didnt seem to have this issue). We called Mathis Brothers on Dec. 26 and the customer service said since we didnt join their club and purchase a pillow there was a no return policy. She stated it was an "As Is" purchase. She also said the return policy was printed on the back and was highlighted-this is not true either. The only thing that says no return is on the front and it is the mattress protector if it has been opened. On Dec 27,2022 I drove to the showroom and spoke to a manager and he sent a few emails and said he would do what he could to try and get this resolved. We are NOT wanting our money back we actually want to purchase a more expensive mattress ($3800). That manager was also told no since we didnt join their "Club". We were never offered or told about joining the club, and that this was a "As Is" purchase with no returns. The manufacture offers a return policy for 365 days but when I called them I was told they would not over ride Mathis Brothers policy since we bought from them.

  

  Business response

  12/29/2022

  Looking at our records, it looks like an exchange has been keyed for a Purple mattress.  If there is anything else needed, please let us know.  Thank you for shopping with us!

• Initial Complaint

  11/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a couch, and pillows Several months ago. They delivered the couch, but shorted the ordered by 6 pillows. I paid for them several months ago. I’ve attempted to speak with Mathis Brothers to refund me my money or provide the pillows. I have called several times. Last time I called the customer service support promised to call me back. They haven’t call or responded. They took my money and failed to provide a refund or deliver the product. They stole my money and wont respond.
  

  

  Business response

  11/16/2022

  Our **************** Manager reached out to ***** and says everything is taken care of.  We are even giving a gift card as a courtesy for their issues.  Let us know if there is anything else we can do to help.

  Customer response

  11/17/2022

   
  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

  09/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  8/27 purchased a mattress, 2 pillows and a mattress topper to be delivered on 9/2 everything was delivered but the mattress was the wrong item. I called customer service and rescheduled a delivery for 9/6. They would bring the correct mattress and take the incorrect back. (I have emails saying they would do this). I also took off work on 9/6 for the delivery. I called customer service on 9/6 about the delivery and was told it would not be delivered. When asked why I was given no response and was told they would only deliver on a Tuesday and for this to happen I would need to miss another day of work, which I could not do. I asked for a refund and was denied. I also called the area sales manager and was told they would look into it and try to get a 9/10 or 9/12 delivery days at which I am available. I have not heard from them. They are requiring me to pay $3500 (3300 for the mattress and then taxes), for something I did not receive. I am willing to still accept the item I ordered and have the wrong item sent back but I do not have a vehicle capable of moving these larger items. And I have also paid for the delivery which was refused for a refund. Attached is a receipt of the item, price, order number, purchase date, delivery date. And a picture of the wrong item, and my email between customer service.

  

  Business response

  09/15/2022

  We apologize for the issues with the mattress.  We have an exchange ready to deliver on 9/16.  If there are any issues with this delivery or anything else, please let us know.  Thank you.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a leather sectional from Mathis Brothers in 2019 I purchased a warranty as well with all pieces the leather has started to peel away from the sectional already we barely sit on it I contacted Mathis Brothers regarding this issue because the warranty department is stating that both receipts need to be in my name for some unapparent reason one receipt is in my name and then the other receipt is in their financing companies name but I never had the furniture financed I did a *************************************************************************************************************************************************************** that she would get back to me 10 days later she's not returning my phone calls or emails this is a $4,000 loveseat that I would like to have repaired I called them again and was rudely talked to from another lady and stated that there was nothing else they could do to help me and she hung up the phone after she was laughing stating the fact that I should have looked at the receipt and that's my fault there's nothing they can do to help me

  

  Business response

  09/05/2022

  We hate to hear that there are issues with ********************** sectional.  It sounds like he called **************** to discuss the Manufacturer's warranty. However, that is only a 1 year warranty.  ****************** purchased the Furniture Protection Plan and needs to contact them at ************.  He can file a claim with them.  Let us know if there is anything else we can do.

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a couch from Mathis Brothers, we purchased it at the ********** ******** location for the price of $922.95 May 2021, we were in the process of moving so we picked it up in September of 2021. We were talked into buying a warranty ($109) additional $ and the sales man said "purchase the is warranty and we will take care of you". They have not taken care of us. The couch cushion covers have come completely apart. I started calling on Sunday July 31, 2022 to use my warranty. I was told that for the first year it is covered by the manufacturer warranty, the warranty I purchased does not start until after that first year, if I wanted a refund for the warranty it would be pro-rated, which doesn't make sense because it isn't even something I can use right now. I went to the store after multiple difficult conversations with customer service. The manager, Trella, was rude and would not let me talk she continued to talk over me and said the only thing they can do is have a repair man come to my house to see if the couch can be repaired but it would be 4-6 weeks. I was also rudely told this couch is discontinued, and I did not purchase a ******** product so she cannot help me. I was frustrated with the manager constantly talking over me. I did not yell at her, or cuss her, she said to me loudly "There is the door you can leave". She treated me like I was beneath her and not worthy of being in her store. I have tried to get a hold of management on multiple occasions and no one will call me back. Due to the fact that I cannot sit on my couch currently, the difficulty I have had, and the rude treatment I have received, I want my money fully refunded. This couch should not have torn ** in less than a year. I spent good hard earned money with them and I don't appreciate no one wanting to help me. I requested the area manager call Sunday so that I could file a formal complaint for the way I was treated, as of Thursday August 4 no one has returned my call.

  

  Business response

  08/04/2022

  We're sorry to hear the ********** are having issues.  The sofa does have a one year warranty for manufacturer defects.  We have placed an order for new casings for the cushions through Boulevard.  As soon as we receive them, we will notify the ********** and will get them sent to them asap.

  From the photos sent to our Customer Service department it looks like the casings were removed and washed.  This can cause material breakdown and this isn't covered by the manufacturer warranty.

  With regards to *Trella* at the Springdale store, we do apologize that the conversation seemed to get confrontational. We will be sure to address this with her.

  If there is anything else at this point, please let us know.  We can be reached as a reply or by sending an email to *******************************************************.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a sofa and loveseat at Mathis Brothers. The salesman, *****, told me delivery would be free and he enrolled me in a "rewards" program. He also said if I financed it, I would get a 20% discount even if I paid it off early. So I did. I paid $1300 on my debit card and financed the rest. I received a receipt showing the cost of the sofa, loveseat, and protection plan and the amount financed. When the sofa was delivered I received a "Delivery Ticket" that says Delivery charge $163.57 and Deposit Applied $1,201. This did not look right to me so I went to the store and they "explained" that the deposit was $1,201 not $1300 because $99 was used to pay for the rewards program. They said the delivery charge was "free" because it was part of the discount taken on the furniture. When I ask for a full receipt showing everything I paid for they were unable to do that. They printed one receipt for the $99 (which I never agreed to), and another receipt showing the furniture, the protection plan, the deposit paid and the amount financed. This did not add up to the total I had paid and financed. I was frustrated and they said their manager, ******, would contact me and explain everything. I left me email address. I spend several emails back and forth with ******, and the numbers never added up to the finance charge + deposit. When my loveseat was ready for delivery, I was told I owed another $47 before they would deliver the rest of my furniture. Another heated round of emails with ******. I stated that I was told my deliver was free, I have a receipt that says delivery is free, and I expect that to be honored. ******, disagreed with my and said that the "Deluxe Delivery" is just a SKU for the delivery charge, not that actual charge. I feel cheated, deceived and angry. I gave in to get my loveseat delivered. They still owe me $99 for the "rewards" programs that was (a) never documented and (b) not on the receipt. They still owe me $163.57 for "free" delivery.

  

  Business response

  08/03/2022

  We apologize for any confusion with regards to the balance.  ******************** paid $1300 on her visa.  She also signed with Synchrony financing for another $4590.02 which gives a total of $5890.02. The previous balance was $5937.73, which is a difference of $47.71.  Our Store Manager removed the balance and the merchandise was delivered.  The Rewards program decreased the amount of the delivery.  If we were to cancel and refund the Rewards, ******************** would actually owe more.  the free delivery is Doorstep Dropoff delivery where we would actually ********** the items by the front door.  However, we delivered inside the home and set up the furniture which is our Deluxe delivery.  I hope this helps answer any questions.  If there are any further questions or concerns, please let us know.  Thank you.

  Customer response

  08/04/2022

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

  The response says "The previous balance was $5937.73" NOT TRUE. There was NO "previous" balance. I have never bought anything there before. My purchase on 6/25/22 I was charged $1300 on my debit card and $4590.03 on a time payment plan. There are NO OTHER CHARGES ON MY RECEIPT!!

  The response says "the free delivery is Doorstep Dropoff delivery where we would actually just place the items by the front door.  However, we delivered inside the home and set up the furniture which is our Deluxe delivery."  My receipt says "DELUXE DELIVERY $0." ZERO DOLLARS! I don't agree that they can TELL me it is free, give me a receipt that says it is free and then charge me. That is lying and deceitful.

  I have tried and tried to get a REAL accounting of what I was charged, but never succeeded. My receipt says "Sofa $2,287.97  + Loveseat $2,385.47  + protection plan $549" That adds up to $5,223.43. But I PAID $1,300 on my debit card and $4590.03 on financed which totals $5,890.03.  That is a difference of $666.60. That's a BIG difference. Where did that $666.60 go?  Even if you subtract the $99 for the "rewards program" (which I did NOT agree to, and is NOT on the receipt) that leave $567.60 of funds. Where was that applied? That's not taxes because the number is too big. The taxes are not even shown on the receipt. I would really like to see a list with each and every cost and how it adds up. I believe I have been ripped off and I can't get a straight answer.This is NOT higher MATH. It is simple arithmetic. Sofa + Loveseat + protection plan + taxes  SHOULD equal what I was charged the day a purchased which was $5223.43. If not, then something is WRONG.
  

  And now the sofa has a mechanical failure. It took me 3 phone calls to get a service tech to schedule an appointment.The loveseat was DELIVERED with a mechanical failure. They had to bring a second one because they could not get the first one to work.
  

  

  Business response

  08/04/2022

  Again, we apologize for any confusion.  I should have said the "original" balance rather than "previous" balance was $5937.73.  I have attached copies of the receipts.  There are three different receipts because of the methods of payments.  The first receipt is the for the Mathis Rewards of $99.  This was paid with a ****.  The second receipt is for the Loveseat and tax for the loveseat.  The total on this receipt is $2,564.38.  This was financed through Synchrony.  The third receipt includes the sofa, tax for the sofa, protection plan and delivery.  This was paid with both the **** ($1,201) and Synchrony financing ($2025.64).  The total for these receipts is $5890.02.

  With regards to the delivery, this should have been explained at the time of purchase.  On the third receipt you do see a line that says Deluxe Delivery and it shows $0.  However, if you look at the totals towards the bottom, you'll see a delivery charge of $163.57.  The line that shows $0 is a placeholder for our Delivery teams.  They can look at it and see that it's a Deluxe Delivery, Doorstep Dropoff or Elite Delivery.  We can see how this can be confusing if it is not explained at the time of sale.  We will be sure to address this with our sales personnel.

  There must have been some communication issues with regards to the Rewards.  I've attached the signed agreement.  

  I hate to hear that there is a mechanical issue. If the technician cannot get it working easily, we will swap it out.

  I hope this helps clarify.  If there are any further questions, feel free to reach out to us at ***************************************************** or **************************************************.

  Customer response

  08/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: There is no amount of merchandise, tax, or other items that add up to $5,937.73. And I was told verbally and in writing that DELUXE DELIVERY was free.
  

  There were no receipts attached to the BBB response, only a PDF about the rewards program and it did NOT have the price in it. Neither did the website it referenced.

  
  What you are now calling the original balance is STILL undocumented. WHAT did you add up to total $5,937.73? You said there are 3 different receipts because of the methods of payment. I only received ONE receipt when I left the store. THAT receipt did NOT add up to $5,937.73. It shows Sofa + Loveseat + protection plan. It shows DELUXE DELIVERY $0. I did NOT received a receipt with a delivery charge. That was printed AFTER I started complaining that the numbers didnt add up. I was told at the store that delivery was free. I have a receipt that says DELUXE DELIVERY is free. Now you are saying deluxe delivery is not free. Lies? Deception? Or deliberate obfuscation?

  
  Sofa $2287.97 tax @9.5% $217.36 Loveseat $2385.47 tax $226.62 Protection plan $549.99 Rewards $99 = $5,766.41. I have paid you $5,890.03. Thats $123 more than the total. Even if I add in the disputed delivery charge it STILL doesnt total $5,937.73.
  

  Can you PLEASE tell me what makes the total $5,937.73?
  
  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. ↩