Mathis Brothers Furniture

Revdex.com: We will keep the Simon Li furniture because we will not get the full refund from Mathis Brothers If returnedWe are keeping the FPP on both setsWe do expect Mathis Brothers to honor this year FPP and as the cushions are completely attached to the Simon Li chairs and couch they cannot be “repaired” as stated by Mathis Brothers rep [redacted] so we would like two new chairsThe couch has not been used much since last exchange so we do not need it replaced at this timeAs the cushions wear down going forward we do expect Mathis Brothers to honor the FPP as neededReplacing the furnitureWe will accept the 10% discountThe USA set will still have the full FPP we paid forWe DO NOT want the used furniture that is on the show room floorWe do not even know why they would exchange and try to give us used furniture at full priceWhen replacing we would only accept new chairs and couchThe FPP does not state we would have to take used showroom floor furniturePlease order the chairs and credit our Mathis Brothers synch***y account the 10% as we do not want store credit Sincerely, [redacted] And [redacted]

We truly apologize to Ms. [redacted] for the confusion. We do carry many chairs that are sold in sets, but this chair is not one of them. This was an unintentional mixup and we will make this change on our website ASAP. We will also honor the order for Ms. ***. Because of... our mistake, if she wants to purchase the 3 chairs, we will give her another 3 for a total of 6. I will email Ms. [redacted] to let her know this as well.

Bought a LazyBoy all leather recliner three years ago from MB with protection planThe mechanism broke this weekend and the leather had dis colored where my head restsCustomer service refused my claim on the dos colored spot claiming it was because I took prescription medicine and wanted four weeks to repair the mechanism and I had to pay shipping and delivery chargesI was offered a percent off and refund of protection plan fee if I purchased a new chair at more then the original costTotal rip offI have bought a lot of furniture at MB in past years but never again!

We apologize that Ms. [redacted] received furniture which was damaged. I see that we had scheduled a tech to make repairs on 8/4. Please let us know if this is already taken care of or not and we will proceed accordingly. Thanks.

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

It is not uncommon for a customer to cancel their FPP before taking possession of the furniture. Maybe they don't think they need it or don't want to spend the extra money on it. There was a refund given in the amount of $on December on the Visa card.This could have been a misunderstanding between our cashier and MsLopez. We want customers to be happy, so we will give her the benefit of the doubt. We will allow a return of the table and MsLopez can reselect. There is full credit in our system ($+ tax). They just need to come in and reselect. The cashier and/or sales person will see the credit noted in their account.Let us know if there are any further questions or concerns.Thanks

We're sorry to hear that the ***s still are not satisfied with their furniture. We are doing all we can to help them. Here's our reply to each of their statements:No refund has been given because they still have the furnitureWe mentioned the USA Leather furniture as a comparison because the ***s said the cushions had too much give on the Simon Li. The USA Leather cushions have springs, but the Simon Li is foamThe FPP cost is based on the total purchase, not by set. We are sorry that there was confusion. We have a sliding scale on what the cost is for FPP and it’s based on the total purchase. ***'s words were also misconstrued. The cushions will sink because they are foam cushions and not springs. 4. If there is a cut on the back of one of the pieces, we will definitely fix it. Just let us know which piece and we will get the parts orderedWe don't want any customer keeping furniture they are not going to be happy with. This is why we have offered to return the set and issue a full refund on the Simon Li set. If they like what's on the showroom floor, we can swap one more time and give them the set that's on the showroom floor. However, if the ***s do want to keep the set they have, as a courtesy we will go ahead and discount it 10% which would be roughly $If they don't want the Furniture Protection Plan on this, we will add the $to the refund. We can also refund FPP from the whole purchase, which would be $419.95. However, they won't have coverage on any of the piecesJust let us know how they want to proceed

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Last contact from Mathis Brothers was 8/22/and have tried to talk with them 8/24/and 8/25/The bed was delivered 8/12/with the lights hanging downOne of the reasons that my husband really wanted this bed is because it was advertised on the Internet as heated!!! Also, NO where in the internet does it say manufactured by Motto SleepIn fact it says "Lady Americana Enterprise adjustable base conforms to your needs." "Features include Lady Americana's PATENTED recline position when the head is elevated." That seems like false advertising or at least not being clear with the customers Also haven't received the $credit adjustment which we were told a check would be mailed in weeksWe were told this 8/10/Plus we were told we would receive $gift card and haven't received that either! I feel that due to the stress and Nothing being done that Mathis Brothers or Motto Sleep have caused us that Mathis Brothers OWES US A PRICE ADJUSTMENT AND REPAIR.Sincerely

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

I believe there was some miscommunication with MrSmith. When our tech went out to clean the spot, he found the stain was from hair oils, not cosmetics. Cosmetics are covered under the plan. Unfortunately, hair and body oils are not covered by our plan as spelled out in the
contract. Here is the portion of the contract that covers this:With respect to all furniture, this Plan does not cover: anything not specifically listed in the "Plan Coverage" section above;....Plan does not cover: permanent marker; damage or stain from soiling, body oil, hair oil, or perspiration; darkened areas where head and legs contact furniture....We understand MrSmith being frustrated, therefore we can refund the premium he paid for his policy which was $159.95.Please let me know if you have any further questions.*** ***Director of Customer Relations***

We are sorry that the ***s are not enjoying their Simon Li furniture. Simon Li cushions are made without springs which gives them a softer feel than cushions with springs (Like USA Leather). They must have misunderstood our tech ***. His notes from the visit read, "Chairs -
when you sit down the cushions compress and the leather gets wavy. This is just how the foam and the leather reactThey are in great condition." The purchase was made in November of 2016. We tried exchanging times to take care of them, but each set is the same and didn't meet the ***'s expectations. We have a day return policy with a restocking fee unless a purchase is made at that time. We made an exception and are refunding for the returned items. The total for the Simon Li furniture is $2825.40. Including the USA leather pieces, it is $6,+ taxThe Furniture Protection Plan (FPP) was purchased on all pieces. Because the total was between $6,000-$7,000, the FPP was $419.95. After refunding the Simon Li furniture, the total is $3,815.83. Being between $3,and $4,the FPP cost is $329.95. The difference in the FPP is $90. We have credited this to their synch***y accountThe other portion of the complaint pertains to the delivery. Delivery cost for their area is 5% of the total invoice. The delivery cost should have been $311, we lowered it to $230. Our delivery crews are contract workers, we pay them for each stop they make. Part of the cost is the option for us to pick up the furniture if there is an issue. There was no issue with the delivery, so there’s no reason for a refund We feel we have gone above and beyond for the ***s. Here is what we've done: - Full refund of the Simon Li furniture even though it is past our day return policy - Refunded the difference in cost of the FPP - Waived restocking fee - Delivery discount I hope this helps clear any issues. Let us know if there are any further questions. Thanks!

We apologize for the delays that Ms*** is experiencing. We have been working with the manufacturer, but they have been unable to get us confirmation on when the parts would arrive. We have left Ms *** a couple voicemails and let her know that we would willing to give her credit
and she can reselect to other chairs. We can also wait for the parts, we just don't know how long it will take until we hear confirmation from the manufacturer.Please know we are staying on it and again, we apologize for the delays

Complaint: ***
I am rejecting this response because: I am fine with paying the fee for the re-selection however it was not clearly stated whether or not they’re going to pick up this mattress refund this mattress back to our account first and then after that is done we will pay the fee and reselect a new mattress that there was nothing mentioned about the refund of the existing mattress therefore I need that cleared first before I accept the offer .
Sincerely,
*** *** ***

Complaint: ***
I am rejecting this response because: I LIVE AN HOUR AWAY I SHOULDN'T HAVE TO BE DRIVING TO GET A PILLOW AS IT WAS ADVERTISED I WOULD LIKE THE PILLOW TO BE MAIL TO ME AT *** *** *** ** *** ATT: *** ***
Sincerely,
*** ***

We apologize for the delay. The piece was fixed and is being delivered to the customer on Saturday, October 15. Let us know if we can help with any other piece

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

The flyer that Ms*** received was in the packaging from Tempurpedic It was not a flyer that was given to her by Mathis Brothers separately The flyer shows that the mattress had to be purchased in December We weren't advertising this promotion due to the fact that it
had expired months before.However, for the confusion, we will give Ms*** one of the pillows She just needs to go by the Customer Service office at the Mathis Brothers Ontario store and they'll get her taken care of.Thanks!

We are sticking by our original response The main point being that we will match any competitors ADVERTISED price The Bed Bath and Beyond ADVERTISED price with their sale is the same as ours The coupon being used has no bearing on our guarantee Let us know if there are any further questions Thanks!

Initial Business Response /* (1000, 5, 2015/09/04) */
We have reimbursed delivery charge and delivered the bedLeft message for customer to confirm satisfaction and have not received a response

There was some confusion with regards to the address listed with American Express when we tried running the card. That eventually got worked out, but not as quickly as it should have. There was also a delay in the Bill of Lading getting through our Loss Prevention group. There were
some other details that needed to be explored but unfortunately our Loss Prevention group didn't have time and therefore canceled the order. We are told the customer had to pay $to the delivery company for making a stop at our store.We understand some of the issues were our fault. We don't often deal with International customers which made this one more difficult. Because of the issues, we have offered to reimburse Mr*** for the $charge through a discount on his next order. We are also discounting it an additional $because of the inconveniences