ComplaintsforMathis Sleep Center

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of transaction: 08/27/2022 Total spent on faulty goods:$1078.99 +tax My family bought two mattresses and two frames from Mathis brothers. One of the mattresses and frame work as intended. The other mattress (Nectar) was recommended by Mathis Brothers with the wrong base, which caused irreparable damage. The mattresses were delivered and set up in my house by Mathis Brothers. I noticed a large dip a few weeks after purchase, and a few weeks later I realized this isnt normal. I contacted Mathis Brothers about the problem and they sent out a tech. The tech acknowledged the mattress is incompatible with the frame, and recommended I buy more equipment for the already ruined mattress. I contacted Mathis brothers for an exchange or refund, and the only resolution they were willing to put forward was a manufacturers claim. I am no expert in law, but it seems fraudulent to file a manufacturers claim for the mattress when the problem was caused by the incompatible equipment recommended and put together by Mathis Brothers. I would like an exchange of goods of equal or greater value or a full refund from Mathis Brothers.

  

  Business response

  04/04/2022

  The mattress is compatible with the frame, we've sold many of them together and haven't had issues.  This makes us believe the Nectar is faulty.  We have approved a reselection for **************.  We have noted his account.  He just needs to select a different mattress.  We can pick up the nectar mattress when the new one delivers.  If he chooses to pick up the new mattress, we just need the Nectar back at that in order to give full credit.  Let us know if there are any further questions.  Thank you! 

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a Lady ********* mattress (** ********** and box spring (************* from the Mathis Sleep Center in ***** on 11/10/21. At the time of purchase, I was told that I had a year to test the mattress free of charge as long as I purchased a mattress protector and so I did. Upon receiving the mattress and box spring however, I immediately noticed it was way softer than the showroom floor model (almost like something was left out). So we kept an eye on it for the next several weeks. It soon became apparent that the mattress was caving in deeper and deeper by the day and had no support in the center. I questioned the sales person at the showroom and he recommended that I file a claim with the **************** Center. He also said I was the 2nd person that day to report the same problems with the same mattress. I did as recommended and submitted a claim on 1/13/22. On 1/17/22, I received a response from the **************** representative stating that my claim was denied and that the impression had to be at least 1.5" inches or more to be approved. I finally responded back on 2/2/22, stating that I believed they should take another look at my claim. I did this because I had purchased a second Lady ********* soft mattress on 1/13/22 from the same location and it has been perfect ever since and that's how I knew the first mattress was defective. I did not receive a response to my 2nd inquiry and so I called **************** on 2/11/22 to obtain the status of my claim. I received a call back that my claim was denied again. I was told that I could trade the mattress for a fee of $199.00 and/or upgrade for additional fees. I do not feel I should have to pay additional money to receive what I should have received in the first place, a quality mattress. I also feel like Mathis Brothers should stand by their product and replace my mattress free of charge. Their return and replacement policies were not disclosed at the time of sale.

  

  Business response

  02/16/2022

  We hate to hear that ******************** is not satisfied with his mattress.  Unfortunately, we have to abide by the terms of the manufacturer warranty.  This states there must be a dip of 1.5 inches or more to qualify.  Anything less than 1.5 inches is normal for foam to compress.  Soft mattresses have more of this feel because they are softer than the others.  

  Although a warranty claim will be denied with less than 1/5 inches, ******************** does have the Rest Assured plan where he can swap out to another mattress of the same size.  There is a $199 service fee which includes the pick up of the old mattress and delivery of the new one.  

  Let us know if there are any further questions.

  Customer response

  02/16/2022

  
  Complaint: 16770924
  
  I am rejecting this response because:

  The return/replacement policies stated by Mathis Brothers came after the fact and were not disclosed verbally or in writing at the time of sale. The purpose of upfront disclosure is so that the client and the business fully understand the terms and conditions of the sale. Otherwise, businesses can use undisclosed and/or moving policies to deny claims regardless of the situation.

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

  

  Business response

  03/04/2022

  Again, we hate to hear that the ********* are not satisfied with their soft mattress.  On the back of the sales receipt, it states that "Service will be provided in accordance with each manufacturers warranty."  We must abide by the warranty provided by the manufacturer.  Unfortunately, comfort is not covered by the warranty and the dip in the mattress does not meet the standard of 1.5 inches.

• Initial Complaint

  01/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Date of Transaction: October 24, 2021 Sales Order Number: ********* Business Name: Mathis Sleep Center- ****** ********** Address: ********************************************************************************************* ************ The Agent for Mathis Sleep Center, Anglo ******************, working for Mathis Sleep Center failed to disclose that we could only exchange the mattress after purchase. Willfully mislead ***** and ************************* in the understanding that after the duration of ********************************************************************************************************************************************** violation of the ***** Deceptive Trade Practices Consumer Protection Act. Which provides that false, misleading, or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful. Under the ***** Business and Commerce Code 17.46(b) (2) Mathis Brothers Furniture Sleep Center had engaged in acts that cause confusion or misleading of good and services. Mathis Brothers has a one-year sleep guarantee to consumers, which should disclose all details of the guarantee, such as the mattress can only be exchanged and for the same size as the original purchase item. While in the store show room the mattress did not lift off the power foundation. The mattress flexed with the foundation. After delivery of the mattress and foundation it was discovered that the mattress and foundation that were delivered do not function as advertised in store. There is a noticeable gap at the middle base which causes pressure points which are painful. The mattress does not function or support the person laying on the mattress as advertised by Anglo ****** and Mathis Sleep Center. Please see photos provided. Furthermore, since these disclosures are not posted within the store location for consumers to have full knowledge of Mathis Sleep Centers return policy is direct evidence of deceptive sales practices.

  

  Business response

  01/27/2022

  We apologize for the issues with the bed.  We have allowed the ******** to return it, so everything should be taken care of.  Let us know if there is anything else.

  Customer response

  01/29/2022

  
  Complaint: 16488587
  
  I am rejecting this response because: On the date of January 24, 2022, *********************** received a phone call from the business from a person who identified himself as "*******." He said, "I guess they have accepted your refund and someone should be out in a couple days to inspect the mattress." This is an offer of exchange under the current sleep guarantee policy. This is the same offer that we should have received from the business when we requested a refund under the "return insurance." The offer must be for a complete refund of all products, minus the pillow, which has been used and we accept the cost of the product. The offer only states a "return." We are asking for a refund of the cost of the product, due to the product not performing as guaranteed and deceptive practices like this offered by Mathis Furniture/ Mathis Sleep Center employees and agents of the Corporation. We are prepared to seek legal action against the agent, Mathis Brother Furniture, and Mathis Sleep Center is this mater is no resolved as requested. We *** not want an exchange or the mattress or any product purchased by ***********************.
  
  Sincerely,
  
  ***** And *************************

• Initial Complaint

  11/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Sofa this year. Two service technicians for 2 same defect, one Left and Right mechanisms advised removal of sofa for repair. Without this sofa I have nowhere to sit. This is ludicrous in its face. Through many months and promises, from claims, managers and today supervisor, all have come to conclusion of tech report says no and my request for exchange to exchange for simple couch was fully denied. My purchase of this high-end sofa was not for mere sitting. I have a sever back deformity which this couch initially was great, now has completely failed in its inferior construction and hardware design. This sofa, of less than 1 year was purchased with top of line furniture protection., as seen in photos cushions back and seat have collapsed.

  

  Business response

  11/08/2021

  We hate to hear the ************ are having so many issues with their *************** loveseat.  This is a solid brand and we agree, you shouldn't be having these issues.  We have just received more of these loveseats and will exchange for a new one.  We will have one of our managers reach out to schedule a time for the exchange.  If there is anything else we can do to help, please let us know.  Thanks!

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made my purchase on 9/3/21. I was promised merchandise that I did not receive. I was lied to and when I tried to address the issues I was told I would receive a call back and no one called me back. I have tried contacting the store manager and reaching out to a corporate level manager to resolve this issue and still have not been contacted. I went in on 9/10 and told them I was delivered the wrong merchandise and I was told that I didn’t get what they demonstrated and that I needed to pay for the “upgrade” I don’t really understand why I was being charged extra money. This review is based on this order, but there was another order that was for my brother that I had to can cancel, due to more misinformation. I am being discriminated against and I made a 3500.00 for a purchase I am not satisfied with. I paid for the upgrade and was told it would be delivered Monday 10/13 and it never arrived and no one will respond at the store or corporate level.

  

  Business response

  09/21/2021

  We hate to hear that Ms. Olvera is not satisfied with her purchase.  I'm not fully understanding her complaint.  Can you please provide more details?  I can guarantee there is no discrimination going on.  All of our customers are important to us!  If this is regarding the adjustable base, I see there was an exchange made on 9/17.  If it is something else, please let us know and we will work on it.  Thanks!

• Initial Complaint

  08/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a bed from mathis brothers and when we got it to are house we slept in it and found that it wasn't as comfortable as we thought and we were not happy with the way we were sleeping , so we called and they said we can come in and check out the beds we can replace for so we did and we found one that was suppose to be better and more cushion well that wasn't the case and the bed isn't even the right bed for the base so the bed when you lift it up slides all the way to the front and that is not acceptable ! so they didn't bring me the bed i wanted but some other bed that isn't anyway shape or form resolve my bed issue and i haven't been able to get a good night sleep and im very upset about the 8000.00 i spent on this bed to tell me to basically screw off!!!

  

  Business response

  09/14/2021

  We hate to hear that the Kinaia's aren't happy with their mattress.  There is not a return policy for mattresses.  They did get our Rest Assured plan which allows for 1 reselection with the first year.  That exchange was already made.

  Unfortunately, we can't do another exchange.  If there is something wrong with the mattress, we can always file a warranty claim.  However, comfort issues aren't covered by the warranty.  Let us know if there are any further questions.  Thanks.

  Customer response

  09/15/2021

  
  Complaint: 15814623
  
  I am rejecting this response because:
  
  Sincerely,
  
  Chris ****** this doesn’t take away from the frame noting being for the bed they replaced it with my bed falls off the frame when using the functions of lifting it and up to tv mode smh , these people have no idea what they are doing !!!!

*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. ↩