Mathis Brothers Furniture

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 response. We attempted to find comparable chairs but as there are none at this time we would like the manufacturer to repair the chair. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I met with [redacted] and [redacted] on Friday the chair seem to have been fix  yet [redacted] promised to deliver the chair Friday or Saturday, it is Sunday and the chair is still not delivered. I am extremely dissapointed with their customer service. 
Sincerely,
[redacted]

We understand why Mr. [redacted] feels he is due the difference in price and apologize for the confusion.  We do have a Lowest Price Guarantee, but as it's written on our website, the policy is to match an advertised price, not a price quote.  This is how it reads: "Our Lowest Price...

Guarantee lets you buy with confidence, knowing that if you find a lower advertised price within 30 days we'll match that price and credit you....   The advertised pricing from Bed Bath and Beyond had was the same as Mathis Brothers.     What he was told about Tempurpedic should be clarified.  Tempurpedic has policies that their prices cannot fall under a certain level.  As a retailer for Tempurpedic, we must follow their guidelines.  Coupons cannot be used with their products.  This is stated on the Bed Bath and Beyond website as well.  This is taken straight from their website: Also excludes Blaze, Bosch Stand Mixers, Citizen Watches, George Kovacs, iComfort , iSeries®, Karastan, Luminox® Watches, Metropolitan, Minka Aire, Minka Lavery, Naturepedic, Nutrimill, Quoizel, Tempur-Pedic Mattresses and bases.For the confusion, we will send Mr. [redacted] a $300 gift card as a courtesy that he can use at Mathis Sleep Centers or Mathis Brothers Furniture.

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]

Initial Business Response /* (1000, 8, 2015/08/30) */
Customer's merchandise was exchanged on 8/12. Spoke with customer again today (8/30) and he confirmed issue has been resolved.

We greatly apologize for the delay in Mr. [redacted]’s refund. The refund was processed by Mathis Brothers on March 12, 2018 however it was rejected by Chase Paymentech. This was resubmitted on March 19, 2018 and may take 3-7 business days for the customer to receive.

[redacted] - We understand your frustration with the length of time this has taken and I apologize for the lack of communication.  I researched the issue and found that the carrier picked up your merchandise on 6/2/2016.  Once it's picked up, delivery typically takes place within a week or...

two.  We contacted the carrier since it has been longer than that and received word back that they are ready to deliver. We are told they have left you a voicemail to schedule a delivery day/time.If you have not received a call from the carrier, please let us know and we will be sure it happens.If there is anything else we can do, please feel free to contact us.Thank you.[redacted]Director of Customer Relations

We are sorry to hear that Ms. [redacted] is having issues with her mattress.  We'd be happy to submit her claim to take advantage of the warranty on her Lady Americana Patricia Queen Mattress.  We try to make it as easy as possible, but  we do require a 2 page warranty form to be...

filled out in order to submit the claim.  This is common among pretty much all warranties, regardless the product.  We also ask that photos are taken.  I have attached a copy of the warranty form.  These forms are required by our underwriters in order to process any warranty. Once filled out, please send back to address or email address at the top of the form.As soon as we receive the form, we will get the warranty processed.Please let us know if you have any further questions.Thanks.

We apologize for the issues [redacted] has had with the financing.  The salesperson, [redacted] spoke to [redacted] and got him in contact with Synchrony finance customer service.  From what we are told, his issues are being taken care of.  If there is anything else we can do to help, let...

us know.  Thanks.

We are sorry to hear that Ms. [redacted] is having issues with her mattress.  We do offer a Rest Assured plan which allows customers to reselect a qualifying mattress for another anytime during the first year after purchase.  The mattress Ms. [redacted] purchased would have qualified, but...

she did not purchase the mattress protector which is needed in order to have the Rest Assured plan.  The plan is only good for the first year, so it would have expired in November 2017.However, we do want to try and help.  Lady Americana mattresses are made right here in OKC.  We will bring it back to the factory and will have it customized to Ms. [redacted]'s liking.  We can make it more firm or softer.  We will even pick it up and deliver back to her.  Just let us know when we can come get it.  We can turn it around in just a day or two.  Let us know a good day to get it and we'll act accordingly.  You can email us at [redacted]@mathisbrothers.com or call ###-###-#### and we'll set it up.Thanks!

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, etc. as single incidents.  These incidents need to be reported within 5 days.  Claims...

are denied if there is an accumulation of damages. These 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 $189.59.  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.

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 30 days. Let's say you find the perfect recliner at Mathis Brothers, but think you should check around to see if you can find it for less. Go ahead and buy it, because if you are able to find it for less somewhere else in the next 30 days we'll match that price and credit you with double the difference. Imagine the time and worry that guarantee can save you. It's one more way Mathis Brothers takes the worry out of shopping. So 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 above. This item was published by Bed Bath and Beyond, and was on their website for anyone to purchase with 20% off on 5/29/2017. Bed Bath & Beyond coupons can be used online and in-stores. BB&B normally has many coupons for 20% off either a single item or entire order. BB&B found the latest sales and combine them with coupons to save you the most on all bedding and bath needs. Mathis Brothers received a hard copy invoice of the publication from the website of Bed Bath and Beyond with my price quote to purchase on 5/29/2017. Why can Mathis Brothers offer me a $300.00 gift card, and they think Bed Bath and Beyond can’t offer a 20% off coupon from their store. Thanks!
Sincerely,
[redacted]

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.

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. Just how will I get my money back? Do I just go to the store I purchased it from and show them the message from the Revdex.com
Sincerely,
[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.

We understand Ms. [redacted]'s frustration as we are frustrated with the delay as well.  We fully expected it to be in by now, so we will grant Ms. [redacted] her full refund.  We will put it back to her Visa in the amount of $3,899.97.Again, our apologies.  We are looking into this with Broyhill to see why this happened.Let us know if you have any further questions.

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. I am expecting a bed installed by the end of this week like you had stated
Sincerely,
[redacted]

We apologize for the delay in getting their chair repaired.  We thought we had it fixed previously, but once we got it out to the customer's home, it wasn't.  WE have now completed the repair and it is scheduled to be delivered tomorrow (Wednesday).  Our Customer Service Manager is...

checking it out to ensure the repair is completed.  If there is any further issues, please contact me at [redacted]@mathisbrothers.com.  Thanks,[redacted]

Complaint: [redacted]
I am rejecting this response because: 
I reserve the right to wait and see until everything is done as promised.
Sincerely,[redacted]

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