Complaints

This profile includes complaints for Mathis Brothers Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mathis Brothers Furniture has 6 locations, listed below.

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  Mathis Brothers Furniture

  3434 W Reno Ave Oklahoma City, OK 73107-6196

  
• 

  Mathis Brothers Furniture

  6611 S 101st East Ave Tulsa, OK 74133-1775

  
• 

  Mathis Brothers Furniture

  4105 Inland Empire Blvd Ontario, CA 91764-5002

  
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  Mathis Brothers Furniture

  81410 Us Highway 111 Indio, CA 92201-6656

  
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  Mathis Brothers Furniture

  13300 Jamboree Rd Irvine, CA 92602-2300

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:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I purchased an upscale sofa from Mathis Brothers for $4000+. Within less than a year my sofa needs repair for cushion degradation and base of sofa squeaking. Horrible quality- Mathis picked up sofa for repair -
  2 weeks later today they dropped off the sofa but the undercarriage was still unstitched and therefore sent back. I haven’t had the second portion do the sectional for 3+ weeks now and it will probably take another 2
  Weeks to fix.

  

  Business Response

  Date: 06/24/2025

  We apologize for the issues with the loveseat and the inconveniences it has caused.  We had this back in our shop and are delivering it back today.  Feel free to let us know if there is anything else we can do.

  Thank you.

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair 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.

  6/22/24 - Purchased $4000.00 couch from Mathis
  7/13/24 - Couch delivered
  10/22/24 - opened claim because the so-called real leather had worn out in 3 months of us
  12/5/24 - we called to check status - we were told the new cover would be delivered in January
  1/25 - called again as we didn't receive it
  2/4/25 - the new casing is ready; they told us to bring the seat in so they could stuff the new cover (we thought we were getting a new entire seat, not just a new cover
  2/12/25 - we dropped off section to Mathis for the new cover/seat back cushion
  2/12/25 - not satisfied at all with the stuffing but gave it a month to "settle down"
  3/25 - called Mathis to report the stuffing was wrong
  4/2/25 - usb charger on left side of couch stopped working
  4/17/25 - Mathis technician showed up but could not fix the stuffing or the charger
  4/25/25 - second usb charger stopped working
  *All of the above was communicated to Mathis. You can see by the 120+pages of emails that we had to continually ask them for updates, they continually had excuses. We requested a replacement couch because we felt we had received a "lemon." We have not had a fully good couch for more than 2 months in the last 12 months which is ridiculous for a $4000 couch. We asked several times for a replacement and were told we were "outside the replacement window." When we made our first complaint/claim regarding the leather, we were not told there was a replacement window. This couch came highly recommended by the sales person who sold it to us (we had visited Mathis 3 different times before making a decision). We feel we received a faulty couch and would either like it completely replaced (not continually repaired) or a full refund. While the customer service dept seems to be nice, they have not ever escalated our requests to management when we asked and have made us feel like "it's normal" to have 4 issues in 12 months. We are very discouraged, disappointed, & would like this remedied if you can help. Thank you!

  

  Business Response

  Date: 06/25/2025

  ***** and *****,

  We agree that there have been too many issues for a new sofa. We apologize, you should not have to deal with these issues on a sofa less than a year old. We will return the sofa and will give you full store credit so that you can purchase another.  

  I understand that we currently have your sofa in our shop. If you'd like it back while you wait to choose another, just let us know.  If you don't want it back, you can come in anytime and choose another.  

  Please let us know and we will act accordingly.

  If you have any further questions, don't hesitate to ask!

  Customer Answer

  Date: 06/25/2025

  
  
  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. Since we know the process of choosing a new couch or replacement might take a few weeks, we would like Mathis to deliver our current couch back to us, per their offer in the reply letter, so that we have something to use in the meantime. Please let us know if we need to call to schedule the delivery or if Mathis will call us. Thank you very much! 
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  details as are such.
  
  I went in to order an entire house worth of furnitiure
  -upon deposit noticed they added several things i did not ask for
  -i asked for those items to be taken off, they refused
  -i asked for entire order to be cancelled, they acknowledged
  -order did not get cancelled, instead i keep getting calls from salesmen
  -call back, cancel order again, ask not to be contacted
  -order still not canceled, keep getting calls from salesmen
  -call back again, ask for "whoever can gaurantee me they are and have cancelled the order"
  -they state its 24/48 hour wait to talk to that person now,
  
  i do not trust them to cancel, these are incredibly sketchy buisness practices, and i simply want to cancel a potential reservation, that i attempted to cancel within hours, becausse the store keeps getting sales to call and attempting to pressure me into keeping it, and refusing to cancel when i ask for it.

  

  Business Response

  Date: 06/05/2025

  We apologize that Mr. T*** was unhappy with his purchase.  We don't have any details of what was added on, but we typically go over the invoice with each customer at the time of payment.  We didn't immediately cancel Mr. T***'s order because we have procedures to follow.  One of those is that when a customer wants to cancel an order that is over a certain amount, we must get the sales manager involved. This may have taken longer than Mr. T*** wanted.  But soon after, the order was canceled, and all refunds were keyed.  All is taken care of.

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  ~Approximately 2.5 years ago we purchased a leather reclining sofa sectional made up of three pieces; 2 reclining sofas and a wedge. The total purchase price with warranty was ~$7,000. The mechanism that makes the recliner work is inoperable in one of the sofa pieces. Months later we were informed that the sofa is no longer available, and the manufacture/vendor no longer sells the part needed to fix the piece. As a result, Mathis Brothers offered us a 70% in store credit for one piece of the sectional, $2,345, if the inoperable sofa was returned. Our interpretation of the email below was this was a credit no return required. The piece is still usable unfortunately not as a recliner. To return the unit would mean we had two of three connection pieces, not a complete piece of furniture. Although I admit the store did attempt resolution, the resolution would not leave us without the sofa that was purchased with a warranty and no additional compensation. Please consider the attached email string.

  

  Business Response

  Date: 05/22/2025

  Unfortunately, we can no longer get parts that are needed for the Steed's sofa.  However, I believe there has been some miscommunication.  The offer is 70% back in credit for all three pieces.  Even though these were sold as individual pieces, not as a sectional, we understand that it would not look as pleasing to have a mismatched set.  Therefore, we are willing to return all 3 pieces.  

  With regards to returning the items, in all communications we discussed the "exchange", meaning we would give the credit and the items would be returned.

  We do believe that our offering is very fair and we truly apologize for the inconveniences it has caused.  It's unfortunate that we can't get the parts, but giving the credit will allow the Steeds to find new furniture that will give style and comfort to their living room.  

  We will be sure to have someone reach out to clarify the exchange.

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I am writing to formally raise a concern regarding a warranty claim denial related to my purchase from Mathis Brothers.
  
  On January 24, 2021, I purchased two tufted sofas (Order #**********) from Mathis Brothers. At the time of purchase, the sales associate strongly recommended adding a 5-year protection plan, assuring me it would cover any issues that might arise during that period.
  
  On April 14, 2024, both sofas began to show defects—the tufted nails started coming loose. I contacted Mathis Brothers on April 17, 2024, and was referred to your third-party protection provider, MyProtectAll, to initiate a claim.
  
  Accordingly, I filed two claims (#******* and #*******) and uploaded all the required photographs documenting the damage on the same day. However, I received no communication or update on the status of my claims for over a year.
  
  On May 2, 2025, I contacted MyProtectAll to follow up. After being placed on hold, the representative informed me that the claims had been reviewed in consultation with a supervisor and were denied, without any satisfactory explanation.
  
  When I followed up again with Mathis Brothers, I was told that manufacturer coverage is only valid for one year, and that all issues must be handled by the third-party warranty provider. I expressed my concern that the purchase and warranty were both handled by Mathis Brothers, and yet no party is taking accountability for resolving the issue.
  
  This situation is extremely disappointing. I paid nearly $500 for warranty coverage based on the recommendation of your staff, and now find myself without support from either Mathis Brothers or MyProtectAll. I am therefore formally requesting immediate resolution of this matter and a clear explanation as to why the claim was denied, given that the issue clearly falls within the protection period.
  
  I look forward to your prompt response and a fair resolution.
  Mathis Brother Order #: ********** MyProtectAll Claim #s: *******, *******

  

  Business Response

  Date: 05/05/2025

  We hate to hear that there are signs of issues with Mr. *****' sofas.  The protection plan is an accident plan.  It covers an accidental rip, stain, burn, tear, puncture, etc.  Unfortunately, it does not cover wear and tear such as tufted nails coming loose. This plan is not an extension of the manufacturer's warranty, which covers manufacturer defects for the first year.

  I hope that helps understand why the claim was denied.  

  Thank you.

  

  Business Response

  Date: 05/05/2025

  We're sorry that Mr. ***** feels this way.  The Protection Plan is great for peace of mind from any accidental rip, stain, burn, tear or puncture.  It is definitely not a scam.  We have many customers who have enjoyed the benefits of the plan.  Plus, at the end of the 5 year plan, if no claims have been processed, the amount paid for the plan is given back as a store credit!  It's our No Use No Lose program with the protection plan.
  

  The agreement is with GBS/ProtectAll.  We will let them know Mr. *****' concerns and will ask them to take a closer look and to follow up with him.  Mr. ***** needs to explain that this happened due to an accident.  Hopefully there will be a positive resolution!

  Customer Answer

  Date: 05/05/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: part of my claim was for stain that recently happened and the GBS/protectall deny reason over the phone as it is accumulative stain and that is not true, I have provided the date of the incident in my claim and other part of the claim that one of the tufted pens fell off and this is considered as accidental tear. The coverage company just trying to find any reason not to preform the service that they have contract for. Really not happy with the customer service overall for my warranty nor what was conveyed to us during the time we purchased the Sofas. I need resolution for these issues.
  
  
  
  Sincerely,
  
  
  
  ******* *****

• Initial Complaint

  Date:04/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I bought a marble table that arrived broken they came out 3 times with broken tables that had repairs . We even went to the warehouse twice, and they also were broken with gravel in them. How can they sell broken furniture that's been repaired. If I had known this, I would have kept my old one that wasn't broken. I have been buying Mathis for all my furniture, it was always nice. Maybe because we’re senior, and think I will give up.

  

  Business Response

  Date: 04/29/2025

  We apologize that the table that was purchased had issues as well as other tables when trying to exchange.  There are times where we are unaware that there are issues with an item until we open the packaging.  They are damaged within the box.  We have another that looks to be scheduled to pick up later this week.  We will do all we can to ensure the table is not damaged.  

  We appreciate ***** shopping with us!

• Initial Complaint

  Date:04/13/2025

  Type:Service or Repair 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.

  I purchased a couch from Mathis in September of 2024 and scheduled delivery. Part of their delivery is moving furniture where the replacement was going. I asked them to move an existing couch to another room upstairs. During the moving of the couch upstairs, the delivery persons scratched deep grooves in the wood flooring where they drug the couch across the floor and scratched up/gouged/bumped walls going down the hallway and up the stairs. I made the formal complaint the following day submitting pictures of both walls and flooring and was told that it would be addressed. I proceeded with getting quotes to fix the problems created by the workmen/delivery people. I submitted those to Mathis and multiple emails, calls and promises I finally received a letter from their insurance company saying it was not covered. I reached out back to Mathis and was told they didn't understand why it was denied. Again, multiple emails, calls, etc... promises made for another insurance company to call but nothing. I had to get the walls corrected because they were really damaged and the holidays were coming and were having people over. Several months have passed again and finally received an email asking I would accept $2500 for the $5000 worth of damage ($2500 for painting and $2500) for flooring. These amounts exclude being out of the house for multiple days to get the flooring done and the moving/storage of the furniture to get the floors sanded, stained and varnished again. I have reached out so many times and crickets.

  

  Business Response

  Date: 04/21/2025

  We apologize for the delay in getting this resolved.  We have been working with our insurance carriers
  to get this issue resolved for Mr. ******. There is a dispute between the 2
  insurance carriers and that is delaying the resolution. We are trying to get this handled ASAP.

  

  Business Response

  Date: 04/22/2025

  Again, we do apologize for the delays. However, we must wait for the insurance companies' response.  Unfortunately, dealing with insurance companies can take time.  It is being worked on and there will be resolution, but it's in the insurance companies hands.  We are working with them to get resolution ASAP.

  Customer Answer

  Date: 05/13/2025

  Yes, the complaint has been resolved to my satisfaction and thank you for your help.

• Initial Complaint

  Date:04/07/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Returned broken couch on March 18th 2025 I paid using split payment card and cash. Policy states if you pay in cash a check will be mailed within 10 business days. Its been over 10 business days and I still have not received my refund check.

  

  Business Response

  Date: 04/07/2025

  We apologize for any delay in getting the refund back to Ms. ************** However, we cannot locate the order that was returned.  Could you please provide us with an order number?  If you could tell us which store it was purchased from and under what name and phone number, that will be helpful.  Thank you!

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Furniture delivered was damaged and refused. We have spoken to/emailed/texted customer service and sales staff to cancel order. This began on April 1st. Yesterday spoke again with Irvine staff to cancel. Each state only manager can cancel. Each conversation results in no action to cancel. This should not take 3 days and hours of continuous communication. Our request is to cancel. Message left on my voicemail yesterday stated we requested self select. That was never requested. Please also cancel membership

  

  Business Response

  Date: 04/04/2025

  We apologize for the delay in getting the refund completed.  This has now been done and the refund is being processed.

  Please let us know if there is anything else we can do.

  Thanks!

• Initial Complaint

  Date:03/27/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Dear *********** am writing to formally lodge a complaint against Mathis Brothers Furniture located in *******, **********. On March 21, 2025, I purchased a mattress from this store, which was represented to me by the salesperson as new, free of defects and not a floor model. The mattress was on clearance solely because the manufacturer had changed its outer material and was now discontinued.Upon unwrapping the mattress at home, I discovered multiple rips that were neither disclosed verbally nor in writing at the time of purchase. I immediately contacted the store to address this issue and was instructed to email their mattress service department, which I did promptly. Despite my daily follow-up calls over the past week, I have been consistently informed that they have not received a response from the manager, leaving the issue unresolved.I am seeking an exchange for a mattress of equal value that is free from defects. I understand that an identical replacement may not be available due to the clearance status of the original mattress, and I am open to selecting an alternative of comparable value.

  

  Business Response

  Date: 03/28/2025

  We apologize for the delay in getting this taken care of.  We do show that the mattress is unused and was a last-in-stock, that's why it was discounted in the clearance area.  We apologize for the flaws on the bottom of the mattress.  We understand Mr. ********** frustration in finding these tears and we will take care of it.  We will return the mattress and give full store credit so he can reselect to something else.  He just needs to go to the store and reselect.  If we deliver the new mattress, we will pick up the other at that time.  *************** wants to pick up his new mattress, we would need the current mattress brought back at that time.  

  Please let us know if there are any further questions.

  Thank you!