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

  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

  
• 

  Mathis Brothers Furniture

  13300 Jamboree Rd Irvine, CA 92602-2300

• 

  Mathis Brothers Furniture

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

  

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:05/06/2024

  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 have purchased thousands of dollars of furniture at your ******* location. I recently purchased a desk. They asked me if I was a rewards member but failed to apply my rewards credit. I had to have agreement redone and reward applied. I took a day off of work for delivery and it didn't arrive. They told me the sales man has put the store address for delivery. So I took an additional day off of work. When it was delivered they said they couldn't fit it through the door. They were cursing in spanish thinking I didn't speak spanish. They said they couldn't take it apart and then said they would do it just for me. They banged it up scratched it and screws have fallen out since then. The store called to check on delivery I explianed what happened she said she would send me a gift card for inconvenience & repair man. A week later still no gift card or repair man. i called again she told me she would do the same. Repair man showed up a few days ago. Screws are in now but desk looks funny with pain on it. And still no gift card. I took days off of work and lost a lot of money on this. Now they just charged me the annual fee. This is so frustrating. I will never buy from them again.

  

  Business Response

  Date: 05/16/2024

  We apologize for the issues with the desk.  We do show our technician went to ************************** home on 5/3/24 and the notes state the repairs were completed.  However, it sounds like maybe they were not.  We can send another tech out to correct any issues. Please let us know exactly what the other issues are so we can be prepared.  Also, can we find out who offered the gift card and the amount?  We don't show any notes in our system about a gift card.  We want to make sure they get what was promised.  Thank you!

• Initial Complaint

  Date:05/02/2024

  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 Hivvago Outdoor 9 Pieces Patio Furniture Set with ****** BTU Propane Fire Pit Table on April 28th. I am missing the hardware, instructions and the fireplace. I called ************ and someone is going to contact me in a couple of days.

  

  Business Response

  Date: 05/15/2024

  It looks like there were two deliveries for this set.  The remaining pieces should have been included in the second delivery.  Let us know if there is anything else needed.  Thank you!

• Initial Complaint

  Date:04/30/2024

  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 sofa table June 2022 and the Furniture Protection. I was told the manufacturer warranty would cover the table for 1 year and the furniture protection plan would cover it for 5 years, which is why I purchased the plan. Drawer rails in the drawer have broke. This is significant since we can no longer use the drawer. I called Mathis **** today 4/30/24 and was given a number for Protect All USA. After being on the phone with them a significant amount of time, I was told they would not cover the table since it was not an accident. I have no idea what they consider an accident. I then called Mathis **** and told them the problem and all they could say is it is not covered by the manufacturer warranty after one year. I asked **** they sold me a plan to cover my table if they knew there were not going to cover it. They just said sorry. I then talked with ******* a "manager" and she basically said the same thing. They did offer to give me the name of someone that could fix it for a price. I want my table fixed and I should not have to pay to have it fixed. Offering these protection plans is a joke and they know it. I also have the plan on other furniture. My suggestion, refund all the money I have spent on the protection plans and I will pay to have it fixed.

  

  Business Response

  Date: 05/02/2024

  We are sorry to hear that ****************** is having an issue with her table.  As she mentions, the plan that was purchased is a protection plan.  For case goods, like the table, his covers an accidental stain (water ***** nail polish, etc.), deep scratch, *****,etc.  It does not cover hardware such as drawer glides.  I understand ****************** being frustrated due to the fact she thought this would be covered and we apologize for any confusion on coverage.  I've attached a copy of the terms and conditions of the protection plan.  If ****************** could send us a photo of the drawer rail, we can have one of our technicians take a look to confirm if it is broken or needs a screw, etc.  The photos can be sent to ***************************************************.  Thank you.

  Customer Answer

  Date: 05/07/2024

   
  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. However I do feel Mathis is selling fraudulent warranties.  They know full well they will not cover your item and the sales staff are saying they will. I will never purchase an additional warranty from them. 

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

• Initial Complaint

  Date:04/24/2024

  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 desk via special order from Mathis Home on November 22, 2023 for $1830.76 and put $733 down as a deposit. The desk was supposed to arrive in early February. Every few weeks I called after the first of February and it continued to be delayed and they couldn't give me a firm delivery date. On April 5th at 10:08 am I called and got transferred to a manager and asked to cancel my order. He couldn't guarantee that the desk would arrive by the end of April so I asked to cancel the order. He asked if he could give me a discount and I said no, I just wanted my deposit refunded. The desk had not been shipped. I asked if I was going to get $733 refunded on my credit card and he said yes. More than a week later, I didn't have the refund. I have called them 7 different times and they always say I have to talk to the store manager and he will call me but that doesn't happen. I have purchased another desk at a different store. On one of the calls they told me the order wasn't cancelled and I would have pay 40% of the purchase price if I cancelled. The person said I signed a paper that said that, but I have my receipt and it doesn't mention that anywhere. Also the manager that told me he would cancel the order never mentioned a penalty or I wouldn't have cancelled. I don't want the desk that is apparently now shipped, since I thought the order was cancelled and bought something else. 5 months is ridiculous to wait and another store told me the manufacturer had 6 desks in stock that I ordered and Mathis was probably waiting for a full truck before getting it shipped. Regardless, I just want my deposit back, which is what the manager that I talked to on April 5th promised. Thanks in advance for your help.

  

  Business Response

  Date: 04/25/2024

  We apologize for the delay in getting the desk for **************** as well as the miscommunication with the deposit.  Although the receipt does not give specifics about the deposit, the Special Order form that was signed by **************** does state it's a non refundable deposit.  This is because special orders are made specifically for the person who orders.  We do not stock these items, so we can't sell them like we do stock items.  We do show **************** has been a great customer, so we do want to work with her.  We do have the desk in our warehouse.  We understand she has purchased another.  But before we try to sell the one she ordered, we want to confirm whether or not she would like us to deliver this one.  If not, we will do all we can to get her deposit refunded.  Thanks!

  Customer Answer

  Date: 04/26/2024

  
  Complaint: ********
  
  I am rejecting this response because: I do not want the desk as I stated previously.  I have already purchased another one.  I do not understand the statement "we will do all we can to refund the deposit".  Either they will refund my deposit or they won't.  I would like clarity before I accept the response.

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

  

  Business Response

  Date: 04/26/2024

  We just wanted to confirm **************** definitely did not want the desk before we try to sell it. We've had a few customers in the past who are upset about a delay and say they want to cancel, but then have a change of heart once the item arrives.  We just wanted to make sure that wasn't the case with ****************.

  We said we will do what we can to get it refunded because again, the signed special order form states the deposit is non-refundable.  However, we do understand it was delayed and we want to help and will get it refunded.

  let us know if there are any further questions.

  

  Business Response

  Date: 04/26/2024

  We just wanted to confirm **************** definitely did not want the desk before we try to sell it. We've had a few customers in the past who are upset about a delay and say they want to cancel, but then have a change of heart once the item arrives.  We just wanted to make sure that wasn't the case with ****************.

  We said we will do what we can to get it refunded because again, the signed special order form states the deposit is non-refundable.  However, we do understand it was delayed and we want to help and will get it refunded.

  let us know if there are any further questions.

  Customer Answer

  Date: 04/27/2024

  
  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

  Date:04/17/2024

  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.

  Purchase two exact Serta -Artice Hybrid I Medium Twin-XL beds with a 10 warranty. On March 26,2024 I file a warranty claim addressing that one of the beds is defect causing severe back pain.On March 27 I received a response that they will not move forward with the claim since it doesn't meet their qualification. see email dated Mar 29, 24. I went to the store on April 10, 24 and spoke to ******* who took my information to forward the regional bed manager Tory Olson405-355-8405. No response from him. I went into the store on April 16 and spoke ******************* and he told me there is nothing we can't due because you already exchange the bed. I said to him yes but your program allows to change the bed if your not satisfy which we did. I informed him there is a 10yr warrant on the bed. I am asking only one of the beds to be changed. There is something wrong with built of the bed. My wife *********************** is the sold to and the order number is 59B448299.

  

  Business Response

  Date: 04/18/2024

  We hate to hear that ************** is not feeling comfortable on his mattress.  He is correct that it does have a 10 year warranty.  However, all mattress manufacturers have guidelines that must be met in order for the claim to be processed.  Unfortunately, ************** mattress does not meet the guidelines.  Comfort issues are not covered under mattress warranties. There has to be a manufacturer defect such as dipping that is at least 1.5 inches or breakdown of the frame, etc. 

  We do have a 365 Dream Program where customers can reselect within the first year of their original mattress purchase, but ************** has already used their exchange under this program. 

  Some of our customers who have had comfort issues have found that a mattress pad has helped with comfort.  Hopefully ************** can find one that will help him.

   

  Customer Answer

  Date: 05/03/2024

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

  This bed has a four tier layer per Serta which consist of 1) 15x cooling power, 2) Custom Comfort, 3) Cool Presure Relier, and Reliably Support. This was why we selected this bed.  Currently the bed has not been slept on since from about April 1, 2024 which has cause severe back pain. Back pain so severe that I was unable to walk, bend, move, drive and function.  I have been sleeping on Tempur 3" topper in which it has the same layers as noted on 1, 2, 3.  No Pad should not have to be used when the bed already has a pad as noted on per Serta description as noted on the attachment.  .  We bought dual exact beds and the other bed has no issues. The cost of each bed was $ ***** for a total of $4,746.00. I would want ******** to physically inspect the bed but I would really appreciate if Mathison would exchange the bed. 

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

  

  Business Response

  Date: 05/14/2024

  Again, we hate to hear that there is an issue with the mattress.  We do have to follow the guidelines set forth by the manufacturer.  However, we can have a technician come out and see if there are flaws that cannot be seen in the photos.  We can have a rep ******* ************** to set a time for the technician.  Let us know if there are any further questions at this point.

  Customer Answer

  Date: 05/16/2024

  
  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. I have been contacted by business with a May 23, 2024 appointment to inspect the bed.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:04/04/2024

  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.

  On, Sept 9th 2023 I purchased a ******************* sleeper,4 pillows and a mattress, Sales order 59B879089, along with Model: GBS Furniture protection 3500 plan. The mattress tag shows that it was manufactured on 06/06/2023 Another tag shows date of delivery as 5/23. Showing proof that the matress had to have been stored somewhere for 3-4 months before purchase. I use the matress to sleep daily, on March 8th upon removal of the manufacturers matress cover for thr first time to wash, I noticed a great extent of mold on the bottom of the mattress. I called Mathis to see if it was covered under warranty and sought replacement of the defective mattress which they sold me. It has been almost a month and I still have no resolution. I was told by Mathis H/R namely a *********************** that I needed to contact the manufacturer she supplied a number for a person named ****,who Informed me that he was a salesperson and that I had to take the issue up with the retailer. On May 30th once again, I contacted *********************** through email and phone and asked if I could buy a matress until a resolution is found. I was contacted by a sales representative who had no understanding of the situation and told me she had to see if it was in stock and that I would be contacted. I have yet to be notified. I have contacted various Mathis representatives and have been patient yesterday April 3rd I was contacted by ****** and mentioned that if I purchased a new mattress I would receive a discount. When I asked to speak with a manager I was laughed at and told that I "would be told the same thing" and hung up on before I made a decision on the purchase of said ********. My clinically diagnosed lumbar strain is being affected because I havent been able to use a mattress that I was sold due to the significant amounts of mold it has. It is in my perspective that during the 3-4 month storage of the matress by the retailer that mold may have started to accumulate. Thank you for your time

  

  Business Response

  Date: 04/15/2024

  We hate to hear that ****************** has an issue with his mattress.  We apologize for any inappropriate or unprofessional comments from our staff.  We did pass this along to the manufacturer who denied the warranty claim because they do not cover mold.  We did offer 15% off the $150 replacement mattress.  

  Please let us know if a new mattress needs to be ordered.

  Thanks!

  Customer Answer

  Date: 04/16/2024

  
  Complaint: ********
  
  I am rejecting this response because: I cannot be guaranteed that the new mattress will have the same or similar defective problem. I don't want to.pay for ANOTHER defective matress that cannot an will not be guaranteed by the vendor. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 04/24/2024

  We have researched with our merchandisers and reps and haven't seen mold before on one of these mattresses coming from the manufacturer.  Our suggestion is to inspect the mattress at the time of purchase/delivery to ensure it is dry and free from any foreign substance.  If something is found at that time, it can be exchanged or refunded.  Seeing that we have not seen this before, the ********* should feel confident that this wouldn't happen again.  Thank you.

• Initial Complaint

  Date:04/03/2024

  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.

  So I bought a custom order leather sectional also got theprotection plan which did absolutely nothing for us.. I paid my sofas off before the year BIG MISTAKE once you pay them off Mathis wants to do NOTHING to help you, my son had spilt some milk on my so called *** leather sofas after we wiped them clean they dried and got stuck together and ended up peeling the color off of the leather I called the protection plan and they came up with soooo many excuses not to cover them and ended up blaming me for it this all happened within a year of having my leather sectional.. Ive had to go to Mathis several times and talk to many managers just to have absolutely nothing done for me after paying off my 7000,00$ sectional I bought these because I thought it was more durable for what I paid for them but obviously not. This was my second time buying from Mathis.. youd think that with as much money as this store makes theyd at least give you the store credit since its going back to them anyway..

  

  Business Response

  Date: 04/04/2024

  We looked further into the Garfios complaint.  We're sorry that they feel we are not helping.  The claim was initially denied because of accumulation.  The terms and conditions for the ProtectAll furniture protection plan state that this is a single incident plan, but there is damage all over the sofa.  We fought the denial on behalf of the Garfios and had new casings ordered.  This is going above and beyond the terms and conditions of the program. The leather is good quality and very resilient, but if something is spilled, it needs to be cleaned immediately and properly. In order for this to happen on numerous pieces is accumulation which is not covered by the protection plan.  We are doing all we can to help. Hopefully the new casings will be helpful.

  Customer Answer

  Date: 04/04/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I purchased the protection because I have children and I knew accidents would happen which IS what happened an ACCIDENT which what the protection plan is for this is NOT neglect forget the other parts of the sofa I immediately cleaned where milk was spilled and yet this still happened NOT only on the cushions but also on the sofa itself if this were high quality leather it should not have peeled the color of which on my protection plan says peeling would be covered but becuase it was on other parts of the sofa and would cost to much to repair it YOU do not want to do more and prefer to find excuses not to do anything mind you this sectional is only a little over a year old, my sister has had one for over 10 years with spills and pets and her look better then mine!!! You do not want to do anything because I have paid them off and do not care to help because you have received your money, we do not have a lot of money and struggle day to day to have the little bit we have which is why this is not right that a million dollar company can not help its customers after you guys push your sales on ur customers with false protection plan promises, you look for any little excuse to not cover if it is to much, pulling is what happened and peeling is on the protection plan point blank it should be covered and done! As for the cushions I have yet to receive them I havent received anything I am also waiting on the refund I requested from the protection plan! 
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 04/16/2024

  We reached out to manufacturer and were told that from all their testing, etc. spilled milk should not cause the leather to peel. They are willing to test a casing to check it out further.  If ************** can drop off a casing at the Mathis Home ***** ************************ we can send it to *** leather for further inspection.  Let ** know if they'd rather send it directly to *** leather and we can get the address.  Whichever they decide, please let us know so we can make all parties aware.  Thank you!

  Customer Answer

  Date: 04/20/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is ridiculous I paid for the protection plan and peeling was supposed to be covered PERIOD, is this how you do thing questioning your customers and pretty much a calling me a liar it was milk from cereal which made the milk sticky we did and fyi I did immediately wipe it off but when it dried it stuck together and caused the cushions colors to peel why do I have to send in the cushions for you to test why dont you get some from your manufacturers, just do what you promise and gaurantee instead of finding a way to blame me after I paid for this protection for this reason because I have kids and I know accidents happen, I would be satisfied with getting a full refund for the protection plan I paid for because I havent even received the couch cushions they were suppose to send and a refund of atleast half of what I paid for the sectional, I feel thats the least you could do! This whole situation is really taking a toll on my mental health I cant stand to look at these expensive sofas without feeling hopeless and depressed because theres nothing that is going to be done, those ***** were my saving s and now I dont have that nor do I have some nice sofas only after 2yrs!! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:03/10/2024

  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 went in to make a large purchase. I live over two hours from ***. I was denied the advertised 0% for 60 months advertised nationally by ******. I have an ****** Credit card with a large limit. I told each employee at the beginning that I was making a large purchase, because of the 0%. After we decided on what we were buying and it was time to pay. After spending hours at the store shopping. The manager told me I could not have the 0% financing. I debated him. He then told me the price would be much higher if I wanted the 0% financing. I argued with him that I communicated this at the very beginning of my buying experience with them. One item I purchased was a new bedroom set for my twelve year old daughter. Knowing she was excited, he played on that with us! I was furious. (Im a father that doesnt break my word, and I told her she was getting this two hours earlier!) I was trapped and he used that. I made the purchase thinking that I would call Monday morning and tell the general manager what happened. And, that he would fix this issue. What the manger did was wrong and illegal. I called numerous days for a week. I talked to Mathis team members, and nobody called me back. I have purchased furniture from Mathis for over twenty years. I am disgusted and very angry with how I was treated before and after my purchase. The bait and switch tactics were horrible. Ex., looking over my invoice saw the bed wasnt the price in the bed. They charged for side rails that came with the bed! This is a horrible company and I could not believe that the person in charge would not call me back!

  

  Business Response

  Date: 03/20/2024

  We apologize for any confusion with regards to the pricing and financing promotion.  The pricing that is shown online does not qualify for the 60 months no interest.  It does qualify for fewer months.  The promotion that was active at that time for *************************************************************************** the store was a bit higher.  

  ****** runs different promotions throughout the year.  Sometimes prices with the promotions differ.  Some promotions have lower online prices while others have lower in-store prices.  There are times, like with this promotion, that the pricing differs depending on the finance offerings.  We do apologize for the confusion and the inconveniences it caused.  

• Initial Complaint

  Date:03/09/2024

  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.

  Warranty pictures sent into **************** after 8 Months of ownership, and the springs and foam have broken down, and the claim was denied by the Company, stating that they asked me to rotate the cushions, and they were custom ordered pieces for the 10 couch, and they Do NOT have separate cushions, as they represented, that they had talked to the manufacturer, and I said its obvious you didnt talk to the manufacturer, otherwise all who was involved would have known what model couch we purchased. Over $6000 cash, spent with this company, and they dont care after just 8 Months, to do anything to make it right! Ridiculous how we have been lied to, and we want the units replaced, or our Money back and go somewhere else. I even asked to ask to speak to a supervisor , and for the warranty statement of liability from the manufacturer emailed to me, and they have gone completely dark on us!.. what a shame to have seemingly taken the money, and sold sub-par quality products to us.

  

  Business Response

  Date: 03/14/2024

  We cannot find this customer in our system based on the name, phone number or email address that were provided.  If we could please get the name and phone number, or customer number on the account, we'd be happy to look into this and help in any way we can.  Thank you.

  Customer Answer

  Date: 03/15/2024

  Account under Wifes Name: *********************

  Phone Number ************

  Purchased in ********** Location. 
  

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

  

  Business Response

  Date: 04/17/2024

  We are willing to send a technician to the ******* home to inspect the sectional to confirm whether it is eligible for a warranty claim.  We have left a message for the ******* to schedule a time for the technician to come to their home.  Let us know if there are any further questions.

• Initial Complaint

  Date:03/07/2024

  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.

  We ordered a custom sectional 11/5/23. We were told that it would be delivered in 8-12 weeks. The sales rep *********** said that shouldnt take even that long. After waiting 13 wks (2/5/24) we had to call Mathis Brothers to find out the status of the couch. We were told it would be anytime. We waited another week and had to call again and were told they would return our call and there was no response. We called again and asked for a sales Mgr who told us the reason for the delay was due incompatible fabric for the base of the couch and we needed to come in to select another fabric that could be used for the base of the couch. We came back in to choose another fabric on 2/8 where LilDebbie told us that our fabric was discontinued. (Not sure which excuse was correct). She also said our couch was built and waiting on a new fabric selection and will be delivered anytime. After waiting 4 wks more, we called to see what the status of our couch was. The agent said the couch was in and scheduled a delivery date of 3/7. On 3/7, we recd a call from another rep that was informing us our couch was in and that the first delivery date would be 3/10. We told him that we were on the sched that day and he said he didnt see anything in their system and they couldnt deliv it until 3/10. They were not willing to make any exceptions. They gave us a whole $150 to compensate us for our trouble. I am writing this on 3/7/24, so Im not holding my breath that it will be delivd on 3/11 which is our new deliv date. We have been sitting on the floor since we sold our couch the wk we were told it would be any day that our couch would be delivd.If we knew we would wait over 17 wks for our couch we would have chose to do something else. I was also going to cancel my order but because we are on their Customer plan we were told we couldnt. We have been a loyal customer of ********************** **** for years but after this, we will go elsewhere and tell others of our experience.

  

  Business Response

  Date: 03/08/2024

  We apologize for the error in getting delivery on March 7.  Looks like there was a clerical error that caused the issue.  We couldn't change for that day because the trucks were already out delivering.  

  If the ********* would like it earlier than 3/11, we can deliver on Sunday 3/10.  Please let us know if that will help and we will make the change.

  Thank you!

  Customer Answer

  Date: 03/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:  *********** ignored all other aspects of this complaint and zoned in on their "final" delivery date.  There were so many other customer service errors that they chose to ignore.  In the end, they still didn't get it right.  The order is still not fulfilled, as they did not deliver a portion of my pillows for the couch on 3/11.  I received two call letting me know that they are looking for them but unable to find them.  No call today to let me know when they will be getting me my pillows. I'm sure I will be the one trying to track them down. Mathis Brothers used to be a reputable company but they have become to big and control to much of the furniture market to care about customer service any longer.   I still would like to be compensated for the time and energy I have had to spend on this purchase.
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 03/12/2024

  I do apologize, I wasn't trying to bypass the original complaints.  While reading, I perceived the main complaint was to get delivery ASAP.  Therefore, we offered a date sooner, but didn't hear back.

  The dates we give our customers are the dates we get from the manufacturer.  They are usually within the 8-12 week timeframe. But sometimes they run into issues, like this one, where they have built the frame of the sofa, but find they just ran short of the amount of material needed.  This can cause lengthy delays in the production of the furniture.  

  We understand the frustration in the delivery delay.  As mentioned previously, there was a clerical error that caused the sectional to not be loaded on the truck for that day.  

  With regards to the pillows, we are looking for them.  We are checking in the warehouse to see if they may have been misplaced.  We are also getting with the manufacturer to ensure they were sent. If needed we will order more pillows and will get them to the Johnsons ASAP.

  With regards to compensation, we understand ********************** frustration and are willing to compensate for the errors.  We will send an additional $300 giftcard the ********* as part of our apology.

  We do care about each of our customers.  There are some things that are out of our control, but others that are.  We aren't perfect, but when mistakes are made, we do our best to get them reconciled.  

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

  Thank you.

  Customer Answer

  Date: 03/13/2024

  
  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,
  
  *********************************