Mathis Brothers Furniture Consumer Reviews - Page 2

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 7:30 p.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 cellphone.

All the salesmen are reached by cellphones. 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."

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.

OKLAHOMA CITY, OKLAHOMA -- I am writing this invitation to all that have endured the painful experience of dealing with Mathis Brothers Furniture (MBF) customer service. I too have had a horrible experience and I have found that we are at their mercy. We need to join together in an effort to bring light to this injustice and hold MBF accountable to their actions.

I purchased a sleeper sofa on March 17th of 2008 and it is now Jun 24th of 2008 and they have just rescheduled the delivery date for the 4th time and it's now Jun 30th! How can they expect me to trust them? It'€™s worth mentioning that they have never attempted to contact me to let me know the item was not arriving on time, I have had to make contact with them every time. Also, the careless attitude in which they deliver the news is offensive, like a slap in the face. Not only are they not interested in keeping you as a customer but they disrespect you with their carefree way of handling your call. As if they are doing you a favor in taking the time to look for your item.

The reason I was given (their excuse) is that the manufacturer is waiting on a full truck load before driving it down to their store. Can you believe this company does business and stays in business this way!! So, does this mean that if the manufacturer doesn'€™t have enough order to fill a full truck until Nov I will have to wait until then for my sofa? I am sorry, but I paid for my sleeper sofa I should not have to wait for anyone else to order.

Since there is nothing we can do as individual consumers, this is what I suggest. Please, if you have had any negative experience in dealing with MBF file a complaint with the Better Business Bureau of Oklahoma, it will not take you more than 5 min to fill out and I am including their web address below: **. Also, you can file another complaint with the Attorney General for Oklahoma at: **.

MBF is a member of the BBB and must respond to each and every complaint and try to resolve it. If they have enough complaints they will lose their membership and most importantly they will realize that they are not untouchable. They must be held accountable for their lousy business practices and the consumer must have a "€œBuyer beware"€ for this unethical furniture dealer. Please, take the time to immediately file your complaint regardless of how long it has been. Together we will make a difference and bring a little justice to this world. Thank you.

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.

TULSA, OKLAHOMA -- My husband and I bought a dining room table and hutch with the promise upon purchase that an extra leaf to the table would be provided at no extra cost. When they delivered our furniture, however, the leaf was not there. Upon calling the store, they had no documentation re. the extra leaf. When we explained our story to them, they promised to order one and it would be shipped within 6 weeks. Six weeks later, no leaf, so we called the store again. This time, we asked to speak to the manager and were disconnected three times while waiting.

When we finally connected and asked where our leaf was, he AGAIN said he was unaware of the extra leaf. We repeated the story. He told us that under no circumstances would they ship us the extra leaf. According to him, they are custom made (even though on the bottom of the table it says "made in China") and he would not send us another one.

When we explained the whole reason for us to buy the table was because it could include an extra leaf, he offered no apologies, but let us know that he would have a truck in the area if we wanted to return the furniture. Nobody has apologized for this oversight and inconvenience, and the nonchalant attitude that was expressed at our dissatisfaction has only amplified our frustration.

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 -- I purchased two sets of furniture from Mathis Brothers, one for myself and the other for my daughter. I was promised a certain date of delivery, before the sale was complete. I called the salesman to confirm. He not only confirmed, he act like he was reading an actual delivery report with my name and address. My daughter was having a graduation party for out of town friends and family, since the new furniture was coming we gave her old set away.

Long story short, no delivery. I called and called the salesman (cell phone) no response. I went the store and demanded to speak to the Manager. I was told that I had to go back to the front of the store and have the info counter call him. Mind you I standing right by his office. The story I was given began with, cell phones msg system was not working properly, he then switched to placing blame on me. Saying I must have misunderstood the information. He offered me 10% off, saying that was the best he can and would do. I felt duped since they already had my money. I went home and looked up the corporate number.

I called and called and called until finally someone called back. With malice in his voice he ask what is it that I want. I told him I want all my money back, but since that is not going to happen refund me half. He said fine, this is where it ends and he hung up the phone.

OKLAHOMA CITY, OKLAHOMA -- I made a furniture purchase from Mathis Brothers on May 6, 2007. I purchased a sectional couch. Unfortunately my experience since that visit was extremely disappointing. A week before my furniture purchase I had my wood floor refurbished. When the sectional was delivered everything seemed to be in good condition, but later in the evening I was looking under the couch and noticed a very significant scratch. I moved the couch and found various scratched and two large gouges (one approximately 15 inches and one approximately 12 inches) in my newly refinished wood floor. Turns out there was a nail sticking out of the bottom of 2 of the couch legs!

I called Mathis Brothers Customer Service the next day and explained what had happened. I spoke to a series of rude and unconcerned customer service employees and was finally told that the delivery company would be the ones responsible for repairing the floor. A visit to my home was scheduled to assess the damages, but the delivery drivers were the ones who ended up coming to my home. They said that they were trained not to slide items on the floor; therefore it was not their fault. I have made numerous calls trying to reach management, left messages, sent letters and filed a complaint with the Better Business Bureau and have yet to receive any kind of response.

My suggestion is to steer clear of this company, or buy with extreme caution. They are more than happy to help you when they want your money, but when there is a problem with their product, it seems nearly impossible to get any help resolving it.