Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/26/2026

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We (my partner and I) ordered a tatami bed from Matsu over a year ago, intending to pick it up at the store. We even called the store and told them we'd be driving across state lines to get there. We were traveling already at the time, and would take the bed back with us on our way home.When we got there, they did not have the bed frame in the store at all, in fact they told us they'd have to IMPORT it from REMOVED, and that would take SIX MONTHS or more. This was after already receiving our order weeks ago and our phone call. We only found out when we got to the store. They were only able to give us the tatami mats, no covers, no pillows, and most importantly, no wooden frame.What followed was a frustrating attempt to remedy the situation. Seeing they were just a small business, we thought maybe we could come back whenever they have the frame, and pick it up then. But I warned them it was unlikely given the timeframe, and our own busy lives (we only get a week or two off each year, and driving to REMOVEDfrom REMOVEDfor a piece of furniture is not exactly easy to manage.)For the next year, I tried to get information from them countless times about the state of my bed frame. Usually it would take days or over a week to even get a response. By the time they got the bed frame, there was no way I would be able to make the lengthy drive down. It was a mistake to even accept the offer they'd given. I should have just asked for my money back there and then.They didn't want to refund me, but offered to possibly find a way to ship it to REMOVED. They said it would be very heavy. When they got back to me a month or more later, they said it would cost me ANOTHER 700 DOLLARS to ship the frame. This is the worst part. I told them forget it, that I just wanted a refund for the parts I never received. They told me no, to WAIT once again, for them to sell the bed frame they had imported, and only then would they be able to refund me.