Mathis Brothers Furniture

We greatly apologize for the delay in Mr***’s refundThe refund was processed by Mathis Brothers on March 12, however it was rejected by Chase PaymentechThis was resubmitted on March 19, and may take 3-business days for the customer to receive

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 meI am expecting a bed installed by the end of this week like you had stated 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] ***

We do apologize for the delay in getting the parts It seems the initial service order only included one seat casing and not the others We have agreed to exchange the furniture and we gave direction on how to care for this material Let us know if there is anything else we can do help

We truly apologize for the issues with Mr [redacted] Although mistakes happen, we should have done a better job communicating Our owners are definitely hands on and care about every customer who walks through our doors The response you received with regards to their communication with customers is not correct I am sorry that it came across that way.The correct part was ordered over weeks ago, so we should be receiving it soon We will stay in touch and will let you know once we get additional information If you have any other immediate needs, feel free to email us at ***@mathisbrothers.com Thanks!

Initial Business Response / [redacted] (1000, 5, 2015/10/25) */ Offered customer in-store credit for product

We do apologize for the delay in getting your chair repaired Some of the parts we order have taken longer than expected to arrive We show the chair that was exchanged is the exact chair you had originally purchased It may be that something was tagged wrong and a different chair was delivered? We will give full store credit and will allow the customer to reselect to another product We will have one of our managers call Mrs [redacted] to discuss some options.Thanks, [redacted] Director of Customer Relations

At Mathis Brothers Furniture, we pride ourselves in customer satisfaction so we look into each customer complaint very thoroughlyAfter the customer volunteered the information that she had video of the conversation with the cashier, our Senior Sales Manager [redacted] asked for the customer to send the video to himThe customer felt disrespected by this request and would not send itHaving never offered this type of financing and even speaking with the cashier, we feel confident nobody offered this little of a finance rateWe apologize for the situation and can offer a $gift certificate but are unable to accommodate a finance rate any lower than what was signed for in the credit agreement

Initial Business Response / [redacted] (1000, 8, 2015/08/30) */ Customer's merchandise was exchanged on 8/Spoke with customer again today (8/30) and he confirmed issue has been resolved

That's not a problemPlease confirm your address and we'll get it mailed to you Thanks!

Initial Business Response / [redacted] (1000, 5, 2015/09/03) */ Contact Name and Title: [redacted] Service Mng Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @mathisbrothers.com Hello, The manufacturer of the furniture does not warranty feathering of the cushions and states it is not a manufacturer defectAs a compliment to the customer we are creating the bag liners here and will be mailing them to customer upon customers' request as a fix for the customer

We found Ms [redacted] 's account and did some digging into it We do show that they have made a number of purchases and many of those have the Furniture Protection Plan (FPP)purchased with them On this account, [redacted] , there was a table purchased on 12/10/for $ This must be the table Ms [redacted] has brought to our attention When initially paid for, the Furniture Protection was included However, when they came to pick up the table, they requested that the FPP be removed along with a box spring There was a credit posted to the visa card ending in [redacted] on 12/27/for $to credit back these items.We could try to file a claim under the manufacturer's warranty If Ms [redacted] could send photos of the table to ***@mathisbrothers.com, we can share them with our underwriters and can try to get something taken care of this way.Thanks!

I dealt with Mr [redacted] personally last week I agree that we made numerous errors when dealing with a piece of his loveseat They have the piece back in their home, but it is still having issues I gave the [redacted] 's some options and they chose to get the repair done and have the piece cleaned We are sending a tech out to diagnose the issues and to clean it Once we get his report, we will order the correct parts before bringing the sofa back to our shop This will minimize the time it's away from their home.I agree that we dropped the ball with the [redacted] 's and I apologize greatly I gave them a gift certificate as part of our apology We will stay on top of it and will make sure things get taken care of one or the other.Let me know if you need any further information[redacted] - Director of Customer Relations [redacted] or [redacted]

Complaint: [redacted] I am rejecting this response because:The sales people at this business, on two separate occasions, misinformed usTheir customer service should have been able provide better service and explain the processNow, they expect us to pay an additional $for the "favor" of reselection? My husband and I have been married yearsWe have never had such issues, or even had to return a mattress, in all those yearsWe respectfully request a refund of our purchase priceThank you Sincerely, [redacted]

We apologize that the [redacted] family is having an issue with their sofa The Furniture Protection Plan is a single incident accident policy The purpose is to cover an accidental rip, stain, burn, etc It is a great plan for kids because if they spill and the stain doesn't come out, we'll come clean it However, it does not cover an accumulation of stains The agreement states a stain must be reported within days of occurrence When the furniture is purchased, we spray a stain protector on it This is supposed to keep a stain from settling However, it must be cleaned as soon as possible, that's why we give the day window If we wait months or years, the chances of getting the stain out diminishes greatly We cannot offer a full cleaning because we are not set up to do that We don't have the proper equipment, etc However, we do understand their frustration and will offer to simply cancel the plan and refund the $they spent on the protection plan Again we apologize for the misunderstanding Let us know if this is offer is accepted and we will get the refund processed immediately Thanks!

We are sorry to hear that [redacted] have bedbugs There is never a way to prove where the bedbugs came from They can be picked up anywhere and transported on any piece of clothing as well as furniture As a courtesy, we agreed to pick up the sofa and issue a refund

We do apologize for any confusion Mr. [redacted] had with the furniture he purchased. There was no "bait and switch" or anything unprofessional in this purchase. Many stores will resell products under different names. You can find this same table in a number of different stores and... each would be branded differently. Our line of products is listed under MB Home. It's a direct ship from the manufacturer, so we sell it at the manufacturer's price. Amazon probably negotiated a large discount based on the number of tables they estimate they'll sell. Unfortunately, Amazon does not qualify for our Double the Difference because it does not have a b [redacted] and mortar store within 50 miles. However, we want happy customers, so we will go ahead and refund the difference of $94.24. This refund will be put on the Visa card used at the time of purchase. Let us know if you have any other questions.

Revdex.com: I have received my refund and that's what I wanted Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I would just like a full refund since I still haven’t received the couch and have still not been given a date of deliveryI have waited for going on weeks for this and would like a full refund please Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I am not disputing that their guaranteed price states that you can show an advertised price, but it also states: The Lowest Price Guarantee also applies if the customer purchased from Mathis Brothers and then finds the same item cheaper within the next daysLet's say you find the perfect recliner at Mathis Brothers, but think you should check around to see if you can find it for lessGo ahead and buy it, because if you are able to find it for less somewhere else in the next days we'll match that price and credit you with double the differenceImagine the time and worry that guarantee can save youIt's one more way Mathis Brothers takes the worry out of shoppingSo what is the meaning of the word also as stated above in the lowest price guarantee (as well · besides · in addition · additionally · furthermore)The point is that I found it for less and would have bought the adjustable base at Bed Bath & Beyond cheaper on 5/29/2017, but Mathis Brothers had a no return policy, and a lowest price guarantee as stated aboveThis item was published by Bed Bath and Beyond, and was on their website for anyone to purchase with 20% off on 5/29/Bed Bath & Beyond coupons can be used online and in-storesBB&B normally has many coupons for 20% off either a single item or entire orderBB&B found the latest sales and combine them with coupons to save you the most on all bedding and bath needsMathis Brothers received a hard copy invoice of the publication from the website of Bed Bath and Beyond with my price quote to purchase on 5/29/Why can Mathis Brothers offer me a $gift card, and they think Bed Bath and Beyond can’t offer a 20% off coupon from their storeThanks! Sincerely, [redacted] ***