Mathis Brothers Furniture

I want to give a shout-out to Tramaine who restored my faith in Mathis Brothers customer service. I was having an issue with a mattress that no-one was interested in helping me with. Tramaine not only fixed it, but because of him and his tremendous customer service I will continue to shop at Mathis Brothers! Satisfaction as a customer is so important. It will make or break a company.

While I am publishing the home addresses of Don, Bill, Larry and Rick I want to remind them that cheating and lieng to a customer is very bad business. The bed I purchased was switched to another adjusbale base without my kmowledge.Originally they offered $1000 toward a new bed or a full refund. Now they backed out of that offer. Who in their right mind would want to shop in that store?

Buyer Beware Mathis Brothers could care less about customer satisfaction. They sell below standard office chairs and when the chair breaks down they reuse to make it right. Buy from them if you want but dont count on anyone caring about your purchase after you walk out the door. If I could give less than one star I would . Save your self a headache buy from someone else

We have been purchasing furniture from MB for years. Recently, we ordered an executive L-shape desk and upon delivery, the furniture was not only damaged but they came with two of the same pieces. My husband, who depends on this desk for his career, had broken down his computer set up. We called and they agreed to a delivery next day, after much insisting. They never scheduled the delivery. We called again, at which time the Team lead stepped in and facilitated a delivery within two days. A second time, the delivery team showed up with the SAME TWO PIECES! We called Josh, Team Lead, who never called us back and then sent a text saying call customer service bc it is not his department... I feel bad because the Sales Consultant, Val, is exceptional. But this is the last time we purchase from MB. I understand mistakes happen; hence, service recovery is key to ensuring happy, loyal customers. But MB has shown that they have plenty of business to worry about a delivery gone wrong multiple times. Disappointing

We are sorry that Ms [redacted] is having issues with her furniture and with her claim The Furniture Protection Plan is a single accident plan It covers accidental rips, stains, burns, scrapes, etcas single incidents These incidents need to be reported within days Claims are denied if there is an accumulation of damagesThese stipulations are in the agreement We understand Ms [redacted] frustration and do apologize if this wasn't made clear at the time of purchase We will refund Ms [redacted] the cost of her FPP which is $ With the purchase being made through Mathis Brothers Finance, the refund will go back to finance If the account is paid off, a check will be sent to you.Again, we apologize for the confusion and frustrations Let us know if you have any questions Thanks

There is a delay in getting the sleeper sofa the customer wants Therefore we will pick up the ottoman and recliner and will refund them The money they put down will be refunded and the rest will credit their financing.Let us know if there is any further information you need

[redacted] - What we think would be best is to bring your loveseat back to our store for us to inspect There have been other times where a hooking system has been used to keep the cushions in place We may be able to do this with your loveseat We will have a Customer Service rep contact you on a good day for us to pick it up.Let me know if you have any questions Thanks

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Please have them refund the cost of the FPP in the amount of $and mail me a check because my account has been paid off The check needs to be sent to the address I provided in my complaint Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/07/29) */ Contact Name and Title: [redacted] - Store Mgr Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mathisbrothers.com First off, I would like to start by apologizing for the communication that appears to have been confusingIt is always our intention to notify our clients of any and all procedures and steps for paymentsThe way we bill for financing is once you receive your merchandise, we begin billing solely on that itemFuture items that are picked up or delivered will be billed at the time of their receiptFor example, if you finance $for items at $each and you only pick up one of the items today, we will send a bill for $(the one item)Then two weeks later you get the other items delivered, we will now bill you $for those piecesA total of $billed, just based on the time of receiptIf you picked up all items at different times, you would receive different bills for $eachAgain, totaling $I hope that this make sense and clears up any possible confusionWe do ask in the future that any purchases be made via a method of payment other than financingWith that being said, your account with Mathis Brothers Financing and Mathis Brothers Ontario is currently at zeroPlease disregard any current bills or requests that may have been in transit prior to this communicationYou no longer have a balance with the store or financingAgain, I apologize for the inconvenience and we hope to regain your business at a later dateIf you have any further questions you can contact the store at Sincerely, Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your quick and hash responseI see your only focus was the financing issueHowever, I do hope our company actually uses my experiences as a learning tool for your staff to know what not to doWith that being said I see that you are willing to forgo the remaining balance on my account to not have me as a customer which is perfectly fine, with that being said I need in writing that my account is zero balance also I need to know how you will reflect this on my creditI prefer customer closed accountAnd please do understand that I gave Mathis Brothers $on my purchaseAgain thank you for your quick response, the next time a customer complains about the treatment they received from your staff try starting there with an apologyBut I do see your staff is a reflection on the management as I read all of the other complaintsI will accept your response and stop my complaint upon receipt of statement showing I have a zero balance and copy of what was reported to the credit bureausThank you Final Business Response / [redacted] (4000, 9, 2015/08/04) */ Your account will reflect a zero balance and closed by consumer

Complaint: [redacted] I am rejecting this response because: We have requested to speak with the Ontario Store Manager countless times over several months and yet to hear a responseI understand employee safety and hope no one ever gets injured while on the jobI will be sure to inform professional furniture delivery companies about the potential hazard it can cause them as wellRegardless of explanation, the lack of courtesy and respect toward the customer depicts the representation of the Mathis Brothers delivery serviceIn discussing the situations with different Sales Managers and hearing various versions of the truth, the current situation goes beyond frustrationI would imagine if managers were going to fabric different stories they would be on the same page and not contradict each otherLet's keep hoping high quality furniture can be professionally delivered and will be waiting for the Store Manager to be accountable.Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.My husband wishes to continue to monitor and wait for the manufacturer responseWe attempted to find comparable chairs but as there are none at this time we would like the manufacturer to repair the chair Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/09/02) */ Contact Name and Title: [redacted] - Directo Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mathisbrothers.com I double checked with our Accounting Department and there were two refunds submitted on 9/1/The first for $and the second for $for a total of $Once we submit the credit, banks can take up to hours to show the funds availableI can assure you the credits were processed on our side on 9/to the card ending with I understand the frustration of not getting the refund sooner and apologize that it took us a week to process the refundIt should have happened soonerIf you need anything else, please don't hesitate to contact me Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/03) */ (The consumer indicated he/she ACCEPTED the response from the business.)

We apologize for the issues the customer has had with their headboard From what we found in researching their issue, they were dealing with Mathis Brothers Customer Service and not Furniture Protection Plan (FPP) Claims have to be processed directly through FPP and not through Mathis Brothers They have no record of any claims from this customer FPP has agreed to go ahead and swap out the headboard They have authorized the exchange and now the customer must contact Customer Service to arrange to pick up or delivery of the headboard The Furniture Protection Plan is a separate entity FPP is an accident policy that covers accidental rips, stains, burns, cuts, etc Customers must contact FPP within days of the incident If too much time has passed or if there is accumulation of scratches, stains, etc., the warranty can be voided.Please let me know if you have any questions Thanks

We do apologize to [redacted] for the delay in getting resolution I searched this issue and found there was a clerical error between Montage and Mathis Brothers There was an authorization form that wasn't sent, so one side thought they sent it and the other couldn't allow the exchange without the form We are both working with our staffs so we won't run into this again.We are setting up an exchange in our system Just let us know when they would like delivery and we will bring out the new and take back the old We can deliver any day beginning Sunday 9/ Just let me know a good day.Again, we apologize for the delay and the frustrations this has caused[redacted] Director of Customer Relations

Complaint: [redacted] I am rejecting this response because: This was not about receiving compensation it is about what is right and standing by what your employees are telling the customerI was contacted by your company yesterday stating that it is a 1.75% interest but its a revolving interest meaning you must multiply that by equaling 21% interestThis is not what the cashiers say, they are selling this as a low interest rate under pretenseI point blank ask if it was a flat interest or a building one and she stated a flat interest rate, never divulging the truthIt is simple bait & switch tacticI will be closing my account with your company and I do not plan on doing business with you in the futureThis was about being lied to and the deception and Mathis Brothers not willing to even attempt to correct it other wanting a copy of the proofI said from the beginning I was not trying to get out of any of my bill and I still am not, its only about the truth and what is right Sincerely, [redacted] ***

We spoke to the manufacturer and have decided to do a courtesy exchange We will give Store Credit in the amount of the sectional Notes have been added to the account, so when they come in the store, the sales person and customer service should see them Feel free to contact me with any questions r [redacted] @mathisbrothers.com [redacted]

We do apologize for any miscommunication, but unfortunately we cannot pick up any old furniture except mattresses Both the Sales person and the Finance person said they specifically said that furniture could not be picked up other than mattresses.If we could pick it up for them, we would But we don't have anywhere to dispose of it Most of our customers will call a charity to pick up old furniture and they get a tax deduction Or, if their city has "big trash day", it would be picked up by the city or someone passing by.We haven't received this type of complaint that I'm aware of Our sales people know not to use that as a sales pitch because it's something we just can't do To show you we weren't do anything malicious just to make a sale, we will return the loveseat that was recently purchased and will give a full refund.Again, we do apologize We'll make sure we communicate this more effectively moving forward.Thank you

Initial Business Response / [redacted] (1000, 5, 2016/02/09) */ Contact Name and Title: [redacted] - Directo Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mathisbrothers.com We're sorry this customer's mattress is breaking down after just a couple of monthsThe mattress is covered under warrantyWe will send the customer our Warranty information to fill outWe can give full credit for what they paid and they can use it to purchase another mattress or other itemsIt looks as if they purchased from Factory Direct, but the credit can be used at any of our stores

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , I am still waiting for the error to removed from my credit Sincerely, [redacted] ***