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Business Profile

Furniture Stores

Mathis Outlet

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:08/19/2024

    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.
    -date of transaction: 7/6/24 -purchased a 5 piece ********** sectional with reclining seat -salesperson: ********************* -customer #: *********** -store #**** -purchased the couch under a red white and blue sale. Not sure what all of the discounts were exactly but it came out to $1580.19. -got a call 8/15 stating the warehouse workers had broken a piece of our sectional while moving it around the warehouse. We were told if we wanted the piece reordered, we would have to pay the difference for the original price of the couch which was an additional $400 or so. We told them that we were not paying that with it being their error. The salesperson said he would try to figure it out and call the next day. We called 8/16 to ask about an update. We were told again that we would have to pay the difference. After talking with the salespersons manager, *****, he told us he got in trouble for giving us too many discounts and again our only option was to pay the difference. We then asked for a refund and were told that the finance department would call us. We have yet to receive a call. We think this is absolutely not acceptable and they should honor the price they originally gave us. It is not our problem that they broke the piece in the warehouse before even delivering the product. We would like to receive a refund

    Business Response

    Date: 09/03/2024

    We apologize for the issues with the sofa.  It sounds like there was some miscommunication or misunderstanding.  The original sectional was an as-is piece. That is why it was $400 off.  When it was found to have additional damage, we offered to refund or we could get a new one, but it wouldn't include the $400 discount.  We could not give an additional $400 off a new item.  

    Looks like this order was canceled on August 19.  There was a $150 credit given for the issues which is still on the account if ************** would like to use it.

    Again, we apologize for the issues and the inconveniences it has caused.

    Customer Answer

    Date: 09/03/2024

     
    Complaint: ********

    I am rejecting this response because: they say it was an as is piece but we were able order each piece individually? I don't think that would have been an option if it was as is. Also if it was an as is piece why did it take two months to deliver the couch? Also why is it my fault that they sold the piece at the wrong price so now they have to say they broke the couch. There was no misunderstanding with this. They messed up by putting the couch to cheap on showroom floor if they were willing to sell it at that price. 

    Sincerely,

    ***************************

    Business Response

    Date: 09/11/2024

    Again, we apologize for the issues with the sectional.  When the item was in as-is, it had a discount of $400.  Unfortunately, more damage occurred so the piece was unusable.  We offered ************** a brand new piece but since it was not an asis piece that $400 discount did not apply. We offered a cancellation and full refund or a brand-new piece without the $400 asis discount. I understand his frustration with us not being able to give a new piece at the same price, but we have to follow our store policy.  Again, we do apologize.

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