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Very Poor Customer Service! Don't Pay for That Furniture Protection!
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Recliner
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

OKLA, OKLAHOMA -- Went to Mathis Brother is Oklahoma City. Brought two recliners and a kids bedroom set. I spent almost $2,000 the salesmen I had was great. I am a large fellow and got myself a big man's recliner and I brought a warranty for the recliners.

The problem started just less than five months later when my big man recliner broke. I took it in. Oh I forgot I had paid for delivery. Any way I dropped it off. Seem to go OK. They called me two days later. It was ready. Wow. I thought that was quick. Well no sooner than I got it home it started messing up so I put up with this for a few weeks until I found a batch of parts under the recliner. Needless to say was not too happy. I called them and they said, “Well you will have to bring the recliner in again” and I stated to them that this is the second time the customer services person inform me that they could fix this up to 20 to 30 times.

I was dumbfounded. This couldn't be right so I asked to talk to a supervisor and so I did. She said it would be no more than 3 times before they look at other options. I guess it was better than the first option. I did get them to come and pick up the recliner. Well that was back on June 30. I have not heard from them until I called them and asked about my recliner on July 24 and the answer that the parts had not been order until the 11 of July and it will take 2 to 6 weeks before the parts come. This was on July 24.

I don't know about everybody else. I believe I could have drove there backwards there and back and had the recliner fix by the July 11. I have been going to this store for over forty years. I might have to stop you think. Sign missing my recliner and very disappointed customer.

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Do Not Place Special Order
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OKLAHOMA CITY, OKLAHOMA -- Do NOT do a special order, the fine print on the back of your receipt states special orders cannot be returned, but my salesperson never mentioned it. Who reads paragraphs of fine print (on the back of the page) before signing a receipt? I called customer service, they said returning was not an option, I asked to speak with a Manager, manager wouldn't even talk to me on the phone. $1600 chair we received is just another thing to dust. Very uncomfortable. We've spent thousands of dollars at this store, I guess they can afford to lose good customers. Mathis Brothers will now be the last place I look for furniture instead of the first.

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Customer Service And Warranty
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OKLAHOMA CITY, OKLAHOMA -- I purchased a Lane Big Man Chair in 1998. I was told it had a lifetime warranty when I purchased it. The paperwork also says lifetime warranty. I had a few repairs over the years and all went well. This week the seat springs broke and I requested service. I was told the lifetime warranty had expired. I asked to speak to the supervisor and the lady in customer service said she was as high as I could go, it was her decision. I didn't believe a lifetime warranty could expire. I guess it can at Mathis Brothers. I wrote a complaint letter and did not receive any response. I guess Mathis Brothers is so big now that the customer's satisfaction doesn't matter anymore.

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Return Policy
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Taken For Every Dime
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OKLAHOMA CITY, TEXAS -- Do NOT*NOT*NOT*NOT shop at the OKC Mathis Brothers Furniture store! You WILL REGRET IT!!!!! They promise you the moon and the stars, but you receive an empty wallet...

We purchased $3,500 worth of furniture...two days later they called and said they made a mistake and needed more money...seven days later they called again and said they made a mistake and again needed more money. The problem is, when you purchase the furniture you sign a contract that 40% is non-refundable so you can't NOT say you don't want the furniture when you have a problem down the road, or you will lose the 40% that you have already spent. So, it's either pay the extra money or lost the 40%! Yeah, like we said ...

Do NOT*NOT*NOT*NOT shop at the OKC Mathis Brothers Furniture store! You WILL REGRET IT!!!!!

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Horrible Customer Service and Fraudulent Protection Plans
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

OKLAHOMA CITY, OKLAHOMA -- Do not buy furniture or protection plans from Mathis Brothers Furniture. We spent over $10k, 25 months ago. We declined the 5 year protection plan initially but were pressured by the salesperson and sales manager stating “the entire purchase would be replaced if anything other than a household pet damaging it.” That turns out not to be the case. The leather sectional is torn, seams failing and the hardware connecting the pieces is failing.

They offered no solution other than mailing new screws to connect the pieces. The service person also stated that the salespeople don't really understand the protection plans and it really and extended warranty. This also can't be true as we are 1 month past the factory warranty.

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Mathis brothers - NEVER AGAIN
By -

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.

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Quoted Incorrect Price - Tagged $899, Quoted $899 But The Tag Was Wrong
By -

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!!

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Our Mathis Brothers buying experience
By -

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.

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Mathis Brothers Furniture Rating:
Star Empty star Empty star Empty star Empty star
1.1 out of 5, based on 8 ratings and
21 reviews & complaints.
Contact Information:
Mathis Brothers Furniture
3434 W Reno Ave.
Oklahoma City, OK 73107
855-294-3434 (ph)
www.mathisbrothers.com
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