Mathis Brothers Furniture

We apologize for the confusion and lack of *** Mr*** received. The Furniture Protection Plan (FPP) does cover cracking and peeling, however the warranty sheet states, '"Within five (5) days of the stain or damage occurring, contact our customer *** department using our toll
free number *** *** or email ***@furnitureprotection.com. " Since there was an accumulation of cracking and peeling that was over a month old (according to FPP), they denied the claim. This could have been explained better up front and the *** family would have had a better understanding. We will give them what they want, store credit in the value of FPP ($+ tax), and because of their frustrations, I will add to that value and will give a credit of $400. Because they were purchased at Big Red and that store is now closed, I will send a Gift Certificate that can be used at any of our stores.If you have any further questions, please contact me at r***@mathisbrothers.com.Thanks,*** ***Director of Customer Relations

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. I have talked to the delivery company and am expecting the item to arrive July 11, 2016. I would not consider this matter resolved until the chest is delivered on time and undamaged
Sincerely,
*** ***

We are sorry for the issues you have had with your sofa. With regards to Furniture Protection Plan (FPP), only fluid from pets is covered. Unfortunately, bites and scratches are not covered. Once someone states that they had pet bites or scratches, the claim is automatically
denied. However, I did see in our notes that we did come out and clean a couple of spots after that claim.We have a couple of options. If you can send pictures of the damage, we can see if it is something that we can fix. Or, we can refund what you paid for your FPP. You can send pictures directly to me at *** or I believe you can post them through the Revdex.com.Let me know what will work best for you and we'll plan accordingly. Thanks,*** ***

We do apologize for the confusion and frustration. We have set an appointment to clean the stain on October 9. If there is anything else needed, please let us know. Thanks!

Complaint: ***
I am rejecting this response because:They are blatantly giving informationAs I told the person no one ever mentioned a policy about mattresses and we never discussed anything about mattressesThe word mattress NEVER came out of any of their mouthsSecond thing is they knew we were talking about the love seat as they told me specifically that we would need to be at the end of the delivery day so their was room on the truckI had adults with me who all heard the conversations and none of them felt that their was a misunderstandingNone of them EVER heard anything about a mattress and all of them were under the assumption that they would pick up (just as Mitch said) at the end of the dayWhen I paid the delivery charge I specifically asked how do we get at the end of the pick up so they can haul the old love seat away to which her reply was not to worry scheduling would take care of usThey can swim by the story any way they want me and the other adults know what was and was not said, their employees know what they said and God knows what they saidI can't help if they choose to change their story know, but I might suggest some sort of system that allows them to hear the promises they are making to get a saleAs I told them their movers moved the old love seat out side as there was no room, it has since rained which means it can't be moved back insideIt's not a question of the product it's a question of the practices used to get the saleNot only did the adults in my group all hear the same thing but the group in the delivery team said this seems to be a common problem as I was not the first who was mislead to think something was going to be taken awayLuckily most others are not disabled and gave someone to do the job for them.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/02/09) */
Contact Name and Title: *** *** - Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@mathisbrothers.com
We are sorry for the issues you are having with the parts orderBecause of the bug issue, the material that was
first ordered had to be disposed ofWe reordered the parts in November We usually quote 8-weeks for parts and unfortunately, the manufacturer was closed for a period between Thanksgiving and ChristmasWe have received 1/of the parts and are waiting for the otherAs soon as we get them in, we *** contact the customer and get the repair taken care of
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate Revdex.com and immediate response from Mathis Brothers representativeI'm really pleased with actions on consumer complaints
However, I prefer estimate date to complete repairSince already passed more than days to arrive parts, I need some sort of assurance to complete service in accordance with industry standard to provide service under warranty
I appreciate everyone working to resolve this issue
Final Business Response /* (4000, 9, 2016/02/10) */
We have requested an updated ETA for the last part from the manufacturerWe are waiting to hear backIt may be next week because they are currently closed for the Chinese New YearI'll find out a good date and will follow up
Thanks
Final Consumer Response /* (2000, 11, 2016/02/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We understand Mr*** being upset that his sofa is losing color. The manufacturer warranty is a year warranty that covers flaws. The Furniture Protection Plan is an accident policy that covers accidental cuts, scrapes, stains and burns. Unfortunately, fading is not a
part of the warranty.We have contacted the manufacturer and asked if they would be able to do anything. The raspberry color of the sofa is not carried any longer by Viewpoint. Therefore we can't buy the dye. We have requested the manufacturer help in taking care of the customer. As soon as we have more information, I'll let you know.Thanks,*** ***Director of Customer Relations

We apologize for the issues with the delivery as well as the delay in getting back to you. From what I understand, since the initial complaint was made, the owner of the Delivery company has been in touch with the customer. We have also refunded the delivery fee to their
Mastercard. If there is anything else we can do at this point, please let us know.Thank you

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 PLEASE HAVE THEM MAIL THE GIFT CERTIFICATE TO *** ***, IRVINE CA ***, ATTN: *** ***
Sincerely,
*** ***

Revdex.com:
The stains were treated on Oct However, it is unknown if the stains were
removed, due to drying timesIf the stains were not successful treated and removed I will have to follow up again with the FPP I will follow up with an email if the stains were not removed requesting additional service I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***thank you for offering a partial solution. However, I believe I should have compensation and accommodation for this error.The multiple reasoning that I have been given time and time again are not logical even if I have physical proofI've had multiple representatives try and place blame on my sales rep. I have been called a "f#( liar" and told that I'm "f#$ed", its ultimately her (CS manager) decision to replace it, but she chooses not to, and it is now a "personal problem" what I do with the table. Also been actively avoided by other managers, and have been sent on a wild goose chase attempting to fix this issue in house or with FPP.But when I was spending a couple thousand dollars in the store, everyone was GREAT, which is greatly upsetting!I do not seek to drag this furtherI would like to re-select a table at MB, compensation in form of a gift card, and for complementary delivery & assemblyplease let me know if that could be done. thank you for your time.*** ***

Complaint: ***
I am rejecting this response because:This store has horrible customer service. They did arrange a
delivery today for exchange. The drivers then told me they would not exchange the sofa because they saw dog hair on it. I did my best to remove the dog hair I saw but I have had the sofa for over a year since Mathis Brothers took so long to resolve this. I had to get on the phone and couldnt get an answer from the representative. The delivery person finally tells me he has the OK after all of this for months. They still made it an awful experience to deal with this kind of faulty merchandise. They also would not offer any warranty on the new sofa. Some warranty anyway. Customers have to fight all the way to get something they paid for in the first place. This was a sofa and the leather peeled in less than one year. This is unacceptable. I am not hard on my furniture and treat it very carefully as with all of the furniture in my home. Mathis Brothers is not a place I will ever go again to shop
Sincerely,
*** ***

Mr*** - We are sorry that you are having an issue with your mattress and the dips are definitely a warranty issue We will absolutely honor the warranty, but our first line of resolution is to make repairs This is just like any other warranty such as a car, a TV, computer, etc.,
the first step is to repair I do apologize that you were told we would swap out the mattress That was incorrect information.You can be assured that when we repair a mattress, we replace all the faulty parts with new, updated parts It's just like getting a new mattress It is possible that you could be without a mattress for night We understand this can be an inconvenience for some customers And even though transportation is not included in warranties, we will waive the fee to pick up and deliver feeHowever, if you can bring us your mattress by 9:am, we will have it done the same day, so you wouldn't be without even for one night The factory is closed on the weekends, but even if we come pick it up on Monday, we can have it fixed and back to you Tuesday.Again, we do apologize for the issue, confusion and the frustrations it has caused you But know that you can full confidence in our repair department Let us know if you have any other questions, concerns or just call to schedule your repair and pickup/delivery (if needed). Thanks!

We have had management talk to Mr** and the issue with the number of sets has been clarified. There was the issue of them not picking up their furniture once it came in. We typically will hold furniture in our warehouse for a week or under certain conditions, as much as a month.
However, we have held their furniture for months without any storage fee. It was agreed that they will pay the balance and pick up or have it delivered by the end of the month. There were some other issues early on and we have offered the **'s a $gift card for the inconvenience Let us know is there is anything else. Thanks!

It sounds as if the repair wasn't fully completed. Again, we apologize. I have been told we have replaced the whole
mechanism and it is fully functioning. Just let us know when you would like delivery and we'll get it scheduled. Our Customer Service rep will reach out to you to get it scheduled. Let us know if there is anything else we can do!

We do apologize that the *** family is not happy with their mattress On December 10, we changed our Rest Assured policy to only include mattresses that were over $1, Ms*** purchase was $649.95, therefore did not qualify for the rest assured plan However, we
did tell the *** family that as a courtesy, we will allow them to exchange their mattress Just to give some additional clarification, all mattress manufacturers offer warranties for defects All the warranties state they must be clear of stains The mattress protector that was purchased would guard against these stains.The Furniture Protection Plan (FPP) is for single incident accident coverage This covers any accidental stains, cuts, punctures, tears, etc Each incident must be called in within days to make a claim FPP does not cover seam separation If you have separation within the first year, it is covered by the factory warranty.We have the reselection already keyed in our system They just need to come to the store to reselect to a new mattress. This Program is between the original purchaser as listed on the original receipt (“You”) and Mathis Brothers.PROGRAM DESCRIPTION:The Program is effective for one (1) year commencing from the date You take delivery of a Qualifying MattressFor purposes of this Program, and as used in every instance herein, Qualifying Mattress is defined as an individual king mattress or an individual California king mattress or an individual queen mattress, each with a minimum purchase price of $1,The Program allows You the ability, under the terms and conditions of the Program, to select another mattress that may be more comfortable to You than the original Qualifying Mattress (“Item”)The Program does not supersede any warranty or coverage provided by the manufacturer of the ItemThe Program covers only the Item, subject to the terms and conditions set forth hereinThe Program provides coverage for an Item that is utilized exclusively in residential property of which You are the primary resident or tenant.HOW THE PROGRAM WORKS:You are the only person eligible for coverage under the ProgramYou must have received the Item from Mathis Brothers free from stains and damageThe Program does not cover stains or damage resulting from transit of the ItemIf the covered Item is not maintained as required by the furniture manufacturer's warranty or the Consumer does not cooperate with the reasonable request of Mathis Brothers Furniture in its efforts to perform its obligations, the Program becomes voidThe following terms and conditions are also Program requirements:• The only covered Item in the Program is the Qualifying Mattress• Foundations and power bases are not eligible under the Program• The covered Item must be exchanged for the SAME SIZE mattress as the ORIGINAL PURCHASE mattress• The covered Item must be inspected and stain free prior to any exchange taking place• A Processing Fee of $is required on all Program claimsThis fee covers processing, inspection and local delivery of the ItemAdditional delivery cost may be charged if delivered outside of local zoneThe Processing Fee is non-refundable and is due and payable before the inspection takes place• No credit or refund will be issued if you reselect an Item of lesser value than the originally purchased item• A mattress pad must be purchased during the same transaction as the original purchase of the Item and must be used correctly on the Item• You must sleep on the mattress a minimum of nights before the Program allows any exchangeClaims can be made under the terms of the Program from day after the original delivery of the Item up to a maximum of days from the original delivery of the Item• All exchanges must be done through an approved Mathis Brothers delivery serviceYou may NOT bring Item to any Mathis Brothers location for exchange• The covered Item is not eligible for any other return policies of Mathis Brothers other than this Program or the Manufacturer Warranty• The Program offers only one exchange per original purchase• Purchase price of the covered Item must be $1,or more to be eligible for the Program• Mathis Brothers reserves the right to alter the terms and conditions of the Program at any time.HOW TO START THE PROGRAM RETURN PROCESS:All requests to return an Item covered under the Program must be submitted to Mathis Brothers customer serviceThe toll free number for customer service is1-800-329-A certified bedding service specialist will assist you through the processDo not bring the Item to a Mathis Brothers location.IMPORTANT COVERAGE EXCLUSIONS:Adjustable bases are NOT covered under this ProgramBoxes and foundations are NOT covered under this ProgramQualifying Mattresses with a purchase price of less than $1,are not eligible for the ProgramNo Qualifying Mattresses is covered except for king mattresses, California king mattresses and queen mattressesNo other sizes are coveredExamples of sizes NOT covered are twin, twin extra-long, full, full extra-long nor any special sizesThis Program is your exclusive remedyThis Program is not a warranty, express or implied, of the quality of your Item, its merchantability, or its fitness for a particular purposeYour Item may or may not be accompanied by a manufacturer’s warrantyIf your Item is accompanied by a warranty, the warranty may provide you with additional rights and protectionsThis program is subject to and may be limited by applicable law and you may have additional rights that vary from state to state

Initial Business Response /* (1000, 5, 2015/10/13) */
This seems to be a matter of misunderstanding and I apologize for the confusion
I spoke to the salesperson and his story was similar, but a bit differentThe customer was looking at two different models of reclinersThe salesperson thought
they had chosen the cheaper model, so that's what he wrote upAt the loading dock, the customer said it was the wrong one, so the Salesperson did apologize and wrote up the other one, which was a little more expensiveThe prices of both were clearly marked on the tags
With regards to the financing portion, the customer signed an agreement for days financingThere was not a specified amount on the financing contract, just a dollar limitThe actual sales ticket the customer signed is the agreed to amount that is set to be financedSo the authorization the customer is looking for was made when the ticket was signed
There was no intent to deceive the customer, but we understand there was confusion and we do take some of the responsibilityTherefore we are offering to discount the merchandise by $which is half the difference between the two, including FPP and tax
Please let me know if you have any questions
Initial Consumer Rebuttal /* (2000, 7, 2015/10/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)
What the salesperson said may all be true with the exception of looking at two reclinersYes my mother sat in another recliner but because she is handicap, she cannot stand for even short amounts of timeThe chair she sat in was considered VERY briefly, min, but the salesman, myself, and my mother discussed the recliners in question for over minutesI asked the salesman if he could work with us on the price do to a previous botched business deal my wife and I had with Mathis BrothersMy wife and I purchased a sofa sectional and we were told on four separate occasions that it would be ready for pickup in 2-weeksWe did not receive the sectional for almost monthsThe salesman returned after approximately twelve min and stated that he got us a good dealMy mother even stated after the salesman returned with the quote for the recliners, "you really did get us a good deal with your manager, you got us $off the price." He acknowledged the statement and said "then we have a deal"?!
Also, upon returning after the discovery of the NEW billing statement the salesman repeatedly tried to get me to state that "I" wanted to change the recliner orderThat is not the caseI repeated myself three to four times stating "no, I never said to change the recliner, I just want the recliner that you (salesman) said you were selling us"In hindsight I know why he was doing thisThe salesman was trying to cover for his mistake and then come back and say I agreed to change the order, which I never said
My mother and I had been to a previous furniture store that same dayThe sales staff at that location tried to lie and mislead my mother and myselfI do not take kindly to this behaviorWhen we came to Mathis Brothers the very first words out of my mouth to the salesman was "you can say anything you like to me, call me an *** but DO NOT lie to us"He said he understood our frustration and on to looking for recliners we went
Again, the money is not the issue here, DISHONESTY isI gratefully accept your compensation for your mishandling of the situation but my mother nor I appreciated be directly lied toMy definition of lying is to be actively dishonest or purposely misdirectingThat is what the sales associate was doing even after I asked him not to as stated previouslyI have studied law for years and I am always honest with people even if it is something they may not like to hearI expect individuals to return to me that same courtesy

Initial Business Response /* (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 confusing. It is always our...

intention to notify our clients of any and all procedures and steps for payments. The way we bill for financing is once you receive your merchandise, we begin billing solely on that item. Future items that are picked up or delivered will be billed at the time of their receipt. For example, if you finance $1000 for 5 items at $200 each and you only pick up one of the items today, we will send a bill for $200 (the one item). Then two weeks later you get the other 4 items delivered, we will now bill you $800 for those pieces. A total of $1000 billed, just based on the time of receipt. If you picked up all 5 items at different times, you would receive 5 different bills for $200 each. Again, totaling $1000. I hope that this make sense and clears up any possible confusion. We do ask in the future that any purchases be made via a method of payment other than financing. With that being said, your account with Mathis Brothers Financing and Mathis Brothers Ontario is currently at zero. Please disregard any current bills or requests that may have been in transit prior to this communication. You no longer have a balance with the store or financing. Again, I apologize for the inconvenience and we hope to regain your business at a later date. If you have any further questions you can contact the store at 909.919.2499. Sincerely,
Initial Consumer Rebuttal /* (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 response. I see your only focus was the financing issue. However, I do hope our company actually uses my experiences as a learning tool for your staff to know what not to do. With 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 credit. I prefer customer closed account. And please do understand that I gave Mathis Brothers $1300 on my purchase. Again 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 apology. But I do see your staff is a reflection on the management as I read all of the other complaints. I 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 bureaus. Thank you.
Final Business Response /* (4000, 9, 2015/08/04) */
Your account will reflect a zero balance and closed by consumer.

Initial Business Response /* (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 9/1/2015. The first for...

$252.46 and the second for $722.75 for a total of $975.21. Once we submit the credit, banks can take up to 48 hours to show the funds available. I can assure you the credits were processed on our side on 9/1 to the card ending with 0756. I understand the frustration of not getting the refund sooner and apologize that it took us a week to process the refund. It should have happened sooner. If you need anything else, please don't hesitate to contact me.
Initial Consumer Rebuttal /* (2000, 7, 2015/09/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We are sorry you feel this way.  It truly had to be a misunderstanding.  We have never had any complaints with regards to our financing being misrepresented.  I promise you, there isn't ever any bait and switch. And to show you our honesty, we offered a full return and refund.  Plus, the paperwork that was signed shows a rate of 21%.We have shared your concerns with our front offices to make sure our cashiers are clear with the terms and conditions.  If there is anything else, please don't hesitate to contact us.[redacted]Director of Customer Relations