Mathis Bros Furniture Complaint - False Promises of Delivery
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 [snip] 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.