TULSA, OKLAHOMA -- My husband and I were in Tulsa on a Friday evening. We decided to stop in at Mathis Brothers Furniture and shop for furniture to furnish our recently built 3600 sq.ft. home. We intended to simply browse since we were about 2-3 weeks from move-in date. As we walked past the "As is" room a couple of pieces of leather living room furniture caught my eye. We are decorating our new home in a country french style and these pieces looked just right. I was a little disappointed to find they were repossessed, but they had character and had that "distressed" look about them. The young salesman in the room told us if we liked the pieces we had better pay for them or put a deposit down to hold them, because they surely would not be there long. We put a $100 deposit and planned to pick them up at the beginning of the week since we live 60 miles away. On Monday, at 1:10 pm the young salesman called our home phone. I answered since I was home for lunch. He stated that people were wanting to buy the pieces. I replied "But, they are ours. We put the deposit on them." He then said, "I didn't tell you they had to be picked up within 48 hours?" I told him, "No, you did not." He then went on to say, "If you come get it today, the warehouse will be open until 7:30p.m." I told him we would be there. I called my husband and he told me to just call him back, pay for the pieces by credit card and pay to have them delivered since he doubted they would fit in the back of our truck. I called the salesman back who explained, "Oh, they will fit in your truck and the warehouse staff will help you load it and tie it down. So save your $80 and just come pick it up and pay for it then." I agreed. Just as we were ready to leave to drive the 60 miles, storm clouds rolled in. I tried to reach the salesman again by his cell phone. All the salesmen are reached by cell phones. I don't know if Mathis Brothers pays for these or not, but you can't have them paged overhead. A strict policy is in force for them to be reached by cell. Well, guess what? I could never get him back on his cell. So, I called the main phone number for the store to give them my credit card number to pay for the furniture. I was told the pieces had been sold to someone else. I asked, "What do you mean? I was told I could come pick it up as long as I made it before the warehouse closed." The cashier told me I could speak to a manager if I liked. So, I told him I would like. I spoke to a man who identified himself as the store's senior floor manager. He stated the strict policy is in place and would be followed. When I commented that I was disappointed in that decision, he stated, "I do apologize, but that is the policy. If you would like to buy something else, I am at liberty to give a 10-20% discount." I told him, "I feel your company has created an injustice to a potential future buyer." He simply stated, "That's our policy." So I ended with, "It is my policy to give my business to someone who will place emphasis on customer service. And that place is NOT Mathis Brothers Furniture."
Company Response on 11/13/2008: At the store we have what is called a asis room. On all four walls we have signs that state that it must be picked up within 48 hours. We opened our store in Jan. 02 and the sgins have been up since opening day.