OKLAHOMA CITY, OKLAHOMA -- I have never been so quite disgusted in the customer service of Mathis Brothers, or for better wording lack thereof. I purchased a sofa in April, 2015 under the service protection insurance they sell you in store. On January 27, 2017 I called furniture protection to contact them about the sofa cleaning in our contract. I submitted photos of my sofa as instructed by service protection. I was emailed that a tech would be in contact to set up a cleaning time for our sofa. I was contacted and a time was set for a technician to come to our home.
Prior to this date I received a call that a technician was not available to come at that time and date and they would reschedule my time. I had no problem with this at the time. I was rescheduled countless times after this initial reschedule. The last phone call to reschedule I received was to inform me that the company they had employed to provide the service protection was out of Lubbock Texas and they had a wide area to cover that they would have to call me with another date.
I finally had enough and called Mathis Brothers directly in Oklahoma City. I explained what had happened to the customer service representative they put me in contact with. She then began to insist that I was the one rescheduling and that I was wrong. It became very clear how their customer service worked at this point. She then put me on a hold and another employee happen to be talking to a customer. I assume this customer had also just received a reschedule call and had also had enough. She returned to my call and apologized and informed me that this in fact did happen and that the reschedules were not in fact on my end.
It took another customer to call to take their secretary from not calling me a liar. She also informed me that the company they had providing furniture protection was not employed by them any longer and that they would be having a new company providing the cleaning. She informed me someone would be in contact to schedule a cleaning when this new company would be available. We chatted a moment and she said, "It would probably be best if we clean all your cushions when we come next time since it's harder for us to get to your area". I NEVER received contact since that conversation.
October 18, 2017 I called Furniture protection as a normal call. I figured I had been forgotten somewhere down the list. Obviously this wasn't a surprise seeing how well their organization was previously. I told them about a new stain that was on my sofa and was told to submit my photos as normal. I then also received an email stating how my claim was being denied because this was not submitted within a 5 day period. This email was sent from a Silvia **. I had tried to further get information from her and why this was getting denied since there was absolutely no reason for a denial on their part.
I called the Oklahoma City Mathis Brothers countless times to try and speak to a manager. I was only able to talk to Candida **, which I might assume was the previous customer service representative I spoke to back in January who called me a liar then. She also proceeded to tell me that the reschedules in the past were on my end.
THIS IS SO INCREDIBLY FALSE! She said there was nothing she would do and I was still never contacted by a manager even after requests to speak to a higher up! Angel, the manager at Mathis Brothers in Oklahoma City was also left messages from me which were never returned. Candida said would only refund me my policy. She emailed me with a refund that would be issued in the amount of $140.83 in STORE CREDIT. Not only will I never spend another penny in Mathis Brothers, but I would never recommend them to anyone for any sort of purchasing. Their customer service and how they treat their customers is absolutely disgusting.
TULSA, OKLAHOMA -- Not concerned with the relationship with customer, sales process is not truthful and then supported with a policy that is not explained at the time of sale. When I purchased the mattress, it was explained to me that I had a year to find the one I wanted. I returned one to try another. When I asked to go back to original model, I was told I could not as they only do one exchange. Two different salesmen helped me and neither one ever explained that the exchange was a one time thing. Each had their opportunity to notify me of this policy and neither one did.
At the time of purchase I was told, "You can have up to a year to get the one that suits you the best." They did not live up to this statement and any specifics of a one time return policy should have been explained at purchase or at the time I returned the original purchase. It would have taken 5 seconds to do this. Now I am stuck with a mattress that does not work for my back and they say there is nothing they can do about it. Reason of review: Warranty issue. Monetary Loss: $3500. Preferred solution: I want to be able to exchange my mattress for the original model.
TULSA, OKLAHOMA -- We bought a very expensive living room set ($2800) and the added protection plan ($400). It was delivered about 2 weeks after purchase as promised. The movers ripped the upholstery on the couch getting it in the door. They took it back and brought me a replacement 2 weeks later (promised the next day). All was good for about 11 months then the mechanism for the recliner quit working. Called in to have it fixed but the protection plan does not cover structure, only upholstery. They offered to contact the manufacturer and order the parts to repair and it would be under warranty. A month goes by, no calls, no parts. I call to find out that the parts were never ordered.
They will call ** and get the parts. I get a call back 2 weeks later that the chair is no longer under warranty. $95 for repair parts. I paid and asked for service to install. They don't do repairs, only warranty work. No matter if you want to pay miles and hours for the work, they don't do that. Just happened to be in Tulsa and stopped in to check on parts a couple weeks later. They said yes they were in and were scheduled to deliver next week. I asked about the phone call, response was sorry about that. They dug the parts out of the delivery truck and gave them to me. I get home, pay a guy to dismantling the chair and rebuilding it for $100, sit down in it and I'm looking at the ceiling.
He tells me that apparently the parts are for a different chair because it isn't balanced correctly. I called and they said "sorry about that". They'd order the replacements and have them out next week. I told them do not deliver to me. I'll bring the chair to Tulsa and you can fix it in your shop. They showed up at my house 3 weeks later. I loaded the chair and parts and hauled it to Tulsa. Asked how long to repair, they said 2-3 days usually. "We'll call when it's finished." 2 weeks later I call to check on progress, they say it's finished. I asked about the phone call, they said "sorry about that". I go to pick it up and it's still not right. Exactly the same issue as when I took it in.
They told me they changed out the mechanism. I said it must not be the right mechanism. They said they'd take it to their shop and call me when it's finished, which is normally 2 - 3 days. We'll see. Totaled up to $400 useless protection plan, 3 120 mile round trips to Tulsa (2 pulling a trailer), 4 months without a piece of my living room furniture, plus parts, labor, and additional heartburn. I've never written a complaint review. And I've been shafted on a lot of deals, but this takes the cake. I'll never buy another thing from Mathis Brothers as long as I live, even if I have to pay more and drive further to get it.
TULSA, OKLAHOMA -- My husband & I purchased a mattress and box springs plus a bed at Rooms Today (Owned by Mathis Brothers) 12/20/2008. In walking through the bedding gallery while waiting for the cashier to get our ticket ready, I spotted a Lady Americana knock-off set of the Tempur-Pedic bedding. The price on the tag was $899 and the salesman showed us that the bed was adjustable and said it was priced this low because that it was the last one in stock and the new models were coming in. He said the queen size was $899 or we could buy a twin size for $799 and that it was an exceptional deal.
Just so happens that one of our good friends had back surgery (4-vertebrates repaired) the week before and was in severe pain trying to sleep on his old mattress. I called him but he was asleep and didn't answer. My husband & I picked up the items we had purchased and my husband drove 20 miles to our friend's house to check on him and tell him about this "exceptional deal". Our friend said he wanted to buy it immediately. I called the salesman to tell him to call our friend immediately for his credit card number and my husband was going to drive back to Tulsa to pick up the queen size bed. The salesman was very happy to get everything ready for my husband to pick up.
THEN, 5 minutes later, the salesman called me back and said there had been a mistake. The "adjustable foundation" was $899 and the mattress was another $800+. I told him to call my husband who was unloading our purchases at our friend's house to have room on the trailer to come back and get this bed and tell him about the mistake. So - he did. Needless to day, no special discounts, no other offers, nothing but "I'm sorry" was made - just "sorry, we can't sell it to you for what the ticket was marked". It was too late by this point to return everything we had purchased today.
BUT, believe me, everything is going back tomorrow morning for a full refund and we are going to the only other store in Tulsa that I know of that isn't owned by the Mathis Brothers and purchase different items. I just got off of the phone with the store manager at Snow's - **- and he says they have a lot of people that come in with complaints about Mathis Brothers.
I could also tell anyone reading this quickly that another couple that are friends of ours purchased a bedroom suite for a little over $6,000 at Mathis Brothers two years ago and they delivered broken pieces FOUR different times over a period of six weeks before our friends told them to take back everything and give them a refund.
They would not give them a refund since they had had one of the pieces for the full six weeks - a dresser (the only piece that wasn't broken in the initial delivery) but would give them a store credit towards a "different" bedroom suite. They had to go back to the store and go up in price from just over $6000 to over $8000 to get a bedroom suite that was not cracked, split or broken. Since then, they have had more problems with this bedroom suite splitting on the 4-poster bed posts, hinges breaking, etc., but Mathis Brothers will not do anything to help.
I'M DONE WITH MATHIS BROTHERS AND ALL OF THEIR STORES. Since they own most every furniture store in Tulsa, it's very difficult to buy furniture here. In the last 2 months, my husband and I have purchased new living room furniture and dining room furniture from the AMISH Furniture store in Chouteau which is very expensive but they are the most caring, careful bunch of people that I have ever worked with and if it hadn't been for the fact that they don't sell mattress sets, I would have made this purchase there too. What Rooms Today did to us today was very typical of the old "bait and switch" game. BEWARE MATHIS BROTHERS OWNED STORES!!
RIVERSIDE, CALIFORNIA -- We purchased an Aspen Bedroom Set from Mathis Bros on 2/9/09. The night stands and dresser were in stock but the bed would be 4 weeks away. When we got home we decided to add a TV cabinet. This item was also in stock for immediate delivery. We paid for all items in full at the time of order. The day before delivery, Mathis called and left a message saying we owed them money. We didn't get the message for several hours and then called them back. Apparently they forgot to charge us shipping on the TV cabinet ($24.00). We paid the charge by credit card over the phone. The next day the night stands and dresser arrived but no TV cabinet.
Called their office to see what happened. We were told that the remaining cabinet would be delivered the next day and that we need to be home. So, now we have to be home two different days to receive part of the furniture we ordered. OK fine. Two weeks later, one of our night stands shows signs of termite dust. Not knowing what if was, we cleaned it off.
Within a few days, a lot more dust appears. We call Mathis Bros. to get it replaced. They say that we would have to pay them to make a special pickup of the night stand or we could wait for the bed to arrive at which time they would pick up the night stand. We didn't want the termites in our house so we took pictures of the dust on the stand and then delivered the stand to their store (20 miles). While dropping off the stand, we showed them the dust.
They seemed concerned and set it off by itself. A clerk wrote up our complaint and (we thought) processed the night stand back into stock and reordered a new one. Several days later we received a credit memo to our credit card reimbursing us for the night stand we returned. We called to make sure they reordered the replacement night stand. No, they didn't. Two weeks passed and our bed was now due for delivery. We called to get a specific date but were told that it would be four more weeks. They explained to us that the salesperson should never have given us a four week delivery date in the first place.
Upset, we filed a complaint with the store. We received a timely response explaining that the furniture wouldn't have any termites as the cargo bin coming from China gets sprayed prior to unloading! This was the first we knew that our "AspenHome" furniture was coming from overseas. More upset now, we emailed the clerk back to voice our dismay. The store manager ** emails back assuring us that she believes the termites exit and that Mathis is apologetic that we have not been kept informed of the delivery delay.
Two days later we get a phone call from our salesperson saying the night stand will be delivered in a few days and the bed may arrive at the end of the week. We received the night stand but no bed. Late the following week, we call Mathis to see when the bed would arrive. The new delivery date will be two to three weeks! If we are unhappy with that delivery timeframe, they will be happy to refund our $4,000 and pick up the furniture. Isn't that some concession! We've slept on the floor for nine weeks (on a mattress), after ordering furniture that was promised delivery in four weeks. Do we bail out now or wait the two to three more weeks for delivery?
All we know for sure is that Mathis Bros Furniture couldn't have handled this worse. Our friends and family come to our house and marvel at our patience. This can't be good advertisement for a major company. Will they wake up? Bet not! If the bed is delivered as they now promise, it will have taken twelve weeks to get a bed that was promised in four weeks. Good job Mathis Bros.
TULSA, OKLAHOMA -- We had a defective mattress from one of MBF's stores, Rooms Today. Customer service directed us to Mathis Brothers and we began dealing with them. We were met with extreme hostility at all steps when trying to resolve the issue. A representative from the company came to our home and acknowledged that the mattress in question was indeed defective. We were advised to go to Mathis Brothers to choose a replacement mattress, as we were under warranty.
We went to MB and found the mattress that the salesperson stated was "identical" to the one we already had (it was the new model, but 3 salespersons have told us they are the exact same mattress, including the woman we originally bought it from, which is why we bought it). We then came back the next day to meet with the customer service department to complete the exchange details. The customer service representative (**) greeted us impolitely and did not get up from his desk to acknowledge us. We were told that we would have to pay $60 for the company to come pick up our DEFECTIVE mattress and bring our new mattress.
We then were told that we would only receive store credit, which would not allow us to replace the mattress with one of equal quality because the price had gone up 30% in the FOUR months since we purchased the defective mattress. We were also told that we could not be refunded our money. Because we could not believe that we were being asked to pay $360+ just because we had a defective product, we asked to speak to the manager (**), who met us at customer service. ** approached us with a very combative attitude from the beginning and never showed any sign of listening to what we had to say.
I cannot put into words (at least in polite company) how unthinkably offensive and disrespectful ** acted toward us. We explained to him that there was a difference in returning the product (and getting store credit) versus having a warranty that should replace a defective product. He cut us off and said we would have to talk to another customer service person the following day (**). As he walked out the door, he stated, "you didn't even buy the mattress at this store!" While that is correct, the tone of the comment was that we were stupid and/or cheap.
We had been told that if we had any issues with our mattress, we could return it and have it replaced with another just like it. This absolutely was not the case. The entire situation was clearly a bait-and-switch. We bought a defective product, we are not being given a replacement or one of equivalent quality, and are also not being given our money back.
INDIO, CALIFORNIA -- I bought a new office suite from the Mathis Brothers Store in Indio, on June 9th, 2008. They had 5 of the 7 pieces in stock, and promised the two remaining pieces by the end of the month. We got the 5 pieces home and upon unboxing them, discovered that 2 of them were damaged. We took the damaged goods back.
June 25th, they call and say that 2 of the pieces are in, but they can no longer get the Main piece, (the desk), and they offer us the damaged desk that we returned, at a discount. I tell them NO, we want the NEW furniture that we paid for. July 3rd, they call, saying all pieces are in. When we get there, they try giving us the damaged desk that we returned, back to us. We refused it and they said that was the only one they had. We told them to cancel our entire order, and mysteriously they came up with a NEW, in-the- box desk.
We got it home, and when unboxed, discovered that it too had been dropped from a forklift, crushing a corner and breaking it off. Mathis Brothers offered to have someone repair it. We refused. They told us they would order new, and put notes on the account, to insure only new, undamaged furniture would be delivered. July 10th. The truck got here and started to unload a "Used" unboxed Hutch. I told the driver we did not order that. He then stated to unload a "Used" unboxed desk. I could see cracks in the side, where it had been screwed into another piece of furniture.
I told the driver that it was supposed to be new, In-the-Box furniture. He told me, they told him, to tell me it was new. I refused the delivery and called Mathis Brothers. They said that there were notes on my account to only deliver NEW, In-the-box furniture. They could not understand how used furniture was being delivered. They now tell me that they will deliver "new" furniture, this time, and I should expect delivery by July 25th, almost 2 months after my original purchase. What do you want to bet, they deliver used, damaged furniture again, and try and pawn it off on me as "new"?
Use "Extreme" Caution when dealing with this company, as they will attempt to charge you full, premium price, and deliver used, damaged, or showroom demo furniture, and fraudulently pass it off as new.
TULSA, OKLAHOMA -- I purchased a living room grouping from Mathis Brothers Furniture a year and a half ago. At the time, I decided to pay the extra $400 to purchase the Furniture Protection Plan and have the furniture sprayed with the protectant to keep stains at bay. Within 6 months, it was apparent that the furniture had no protectant sprayed on it and furthermore, the stains were the least of my problems. The furniture is falling apart. The structural frame has failed in both the love seat and the couch. I was horrified to learn that the furniture protection plan does not cover structural problems but they would send someone out to see the stains and the misshapen cushions.
A month later, I called again as no one had visited to see the furniture. 2 months later I actually visited the store's customer service department and complained that no one had been to my home to inspect the damage so that it could either be repaired or replaced. They placed a call and said that someone should be in touch with me by the following Monday. Someone did finally call me and again, explained that someone would be out the next day to inspect the damaged furniture. I am still waiting for someone to show up. What a HUGE waste of $400.00.
CALIFORNIA -- On Saturday 2-2-13 my wife and I went to Mathis Brothers in Ontario, Ca. We were greeted immediately at the door by a salesman. ** was friendly but I felt like I was buying a used car. We found the furniture we liked and bought it $1981.00. The next day was Superbowl Sunday and our stuff was to be delivered between 4 pm & 9 pm. Those times came and went no call no show. When I called on Monday to see what happened I was told our salesman never scheduled our delivery. We were told they would deliver Tuesday between 4 & 9 again.
They did show up earlier than expected around 5:30 pm. However they did not have the slat for the bed frame that the box spring & mattress would lie on and said they would bring them back on Wednesday evening. I received a call on Wednesday afternoon from the same delivery company from Mathis Brothers stating the would bring out the correct slats on Thursday.
I was promised a 10% discount when I first called to complain on Monday that did not happen. I've left 2 voicemail messages on Tuesday & Wednesday for the gm ** and did not receive a callback. On Thursday at 11:00 am I called again to speak to the gm. I actually spoke with her assistant who said she was on the phone. I explained my issue to the assistant and she said she would have ** call me back. I'm still waiting...
TULSA, OKLAHOMA -- We were nearing the end of our protracted living room makeover, and decided to go to Mathis Brothers Furniture (MBF) in Tulsa, OK of buy a new sofa, love seat, and cocktail table. We live in Coffeville, KS, which is around 70 miles from Tulsa, and were attracted by the excellent prices offered by MBF. Overall, this furniture buying experience was to good one, in spite of a few problems encountered.
This journey began on 10-20-07 at the MBF store at 71st and 169 Hwy, and the first salesman to greet us was **. I had read horror stories about the salesmen swarming upon customers at MBF, and was somewhat apprehensive. ** greeted us and introduced himself and we immediately informed him of why we're there and what we were looking to buy. ** quietly and methodically guided us to the furniture area that contained what we were seeking. I recommend ** as your salesman of choice should you choose to shop at MBF; you can ask for him at the desk when you enter the store.
Eventually, we made a decision on the sofa, love seat, and cocktail table to purchase. ** had watched patiently, and observed that we were drawn to a particular sofa/love seat combination, and proceeded to develop the sales paperwork to give us a bottom line on the cost. **, then guided us to the checkout counter to pay for the selected furniture, and stayed near until the sale was completed to answer any questions that arose..... and there were several. It took at most 20 minutes to complete the deal.
The furniture was to be delivered to Coffeyville on November 2, 2007, and it was delivered on time as scheduled.
Now, this should be the end of the story, but it is not. The furniture arrived, but the sofa was a reclining sofa and had a faulty mechanism that would not allow it to remain locked in the down position; the sofa went back on the truck. The love seat was a dual reclining type with a console between the seats and it had a small tear in the leather; it, too, was returned.
We were back where we started, with no furniture in our LR, so on Sat, (11-3) we drove back to MBF to find a different sofa/love seat. We were successful in finding a replacement (the selection is extensive), and now had to go through the accounting process.
While this took longer than during the original purchase, it was not excessive, in my opinion. At the cashier's desk, it was somewhat more difficult, in that it had to pass through 3 hands to come up with the appropriate balance due. One of the difficulties involved finding the returned furniture. Our furniture was delivered and returned on a Friday, and the practice MBF is to leave the furniture on the truck to be logged into inventory on the following Monday. The bottom line reflected the new balance for the furniture and they gave us immediate credit for the returned furniture.
Our replacement furniture arrived on the following Friday (11-9), and was delivered on time. The sofa/love seat arrived in good condition and the cocktail table had some very minor abrasions that were resolved with a furniture marker. The table was structurally sound and otherwise free of defects. A follow up call to MBF customer service on Monday (11-12) confirmed that the returned furniture was back in MBF's inventory.
So, while the process of acquiring our new furniture was extended and somewhat convoluted, the end result was quite satisfactory. For a one-stop furniture shopping experience with an extensive selection (try finding some furniture NOT made in China.....) and low prices we recommend Mathis Brothers Furniture of Tulsa.