Mathis Brothers Furniture

We apologize for the troubles they had with the table.  We have agreed to exchange the table and are swapping next Wednesday 10/11.  If there is anything else, please let us know.Thanks!

I stand corrected with regards to the mattress protector.  It was purchased originally when Ms. [redacted] purchased the Lady American Aesthete King Mattress in August 2016.  They had the Rest Assured policy and used it to swap to the Carlsbad King Mattress in November 2016.  The Rest Assured policy allows for one swap, which was used.The current claim is a Warranty claim. The warranty states that our first option is to fix the mattress, which we have offered.  We always try to work with customers.  Since Ms. [redacted] doesn't like this option, we will exercise another option which is to allow a reselection under the new Rest Assured plan.  This plan was activated in December 2016 and allows one reselection within the first year with a $199 exchange fee.So in a nutshell, we are allowing the [redacted]'s to reselect under the Rest Assured policy with a $199 fee.Let us know if you have any questions.Thanks.

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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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]

Thanks for the clarifying info.  We apologize that the furniture delivered was not in new condition and that it was soiled by delivery contact.  It should have been handled with greater care.  The delivery crew may not have explained things very well.  They are contracted by Mathis Brothers, so they are not Mathis employees, but they do represent us.  They don't wear the booties because they can become a safety hazard.  They cause less traction which can result in the delivery person slipping.  They need as much traction as possible when carrying heavy furniture.I see that there is an exchange set up for the table and chairs.  If there is a specific date that works for you, please let us know.Again, we apologize for the frustration and hope this new set will arrive in the condition we both expect.  Thanks.

We apologize that Mr. [redacted] has not received closure on his issue.  Our Gallery Manager, [redacted], spoke to Mr. [redacted] last week and is scheduled to follow up with him today.  She will work with Mr. [redacted] to discuss options.  We'll do what is needed to make him happy.

We truly apologize for the issues the [redacted] family is experiencing and will do what we can to resolve them.  We cannot find the customer's account by phone number, address or name.  Could you please reply with your cr and/or the phone number on your account?  Once we...

can locate the right account, we can work on resolution.  Thanks.

Our sales reps claim they gave correct information. We have already gone outside of the policy to try to make the [redacted] family happy.  Even though the [redacted] mattress is not over the $1,000 threshold, we are allowing them to reselect.  In addition, we have waived the $199 fee for the reselection.  It is never part of the policy to give a refund.  It is clearly written on every ticket that there is a 7 day return policy.  Outside of that, there are no refunds.  The [redacted] family has had this mattress for 6 months.  We feel our offer of allowing the reselection along with waiving the $199 fee is more than generous.

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 delivery. I have waited for going on 18 weeks for this and would like a full refund please. 
Sincerely,
[redacted]

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.

We are picking up the chair today and bringing it in our shop.  We will have the customer come inspect once the work is completed.

Complaint: [redacted]
I am rejecting this response because:The last correspondence I had was that Mathis Brothers was going to contact me about picking up the couch (even though the response said love seat).  I have not heard from anyone since. I'm just not sure what my next course of action is and I don't want them to come back and say oops, your warranty expired at the end of May, you have to pay for anything now. Please let me know what I should do. Thank you, [redacted]

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 9/11.  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:The sales people at this business, on two separate occasions, misinformed us. Their customer service should have been able provide better service and explain the process. Now, they expect us to pay an additional $200 for the "favor" of reselection? My husband and I have been married 40 years. We have never had such issues, or even had to return a mattress, in all those years. We respectfully request a refund of our purchase price. Thank you.
Sincerely,
[redacted]

We are sorry that the customer has had issues with their new bed.  We are working on making things right, but I do need to clarify a few things.Lady Americana is the brand of the bed, but it is manufactured by Motto Sleep.  We did have an error on our website when we stated it had...

heat.  We don't sell any beds that provide heat.  We are working with Lady Americana and Motto to get a fix for the light as well.  With regards to the headboard fitting straight.  From what we learned from our installers, the headboard is an antique and doesn't fit the same as many these days.  The customer asked about adding longer bolts, nuts, etc. to make it straight.  We are exploring options, but may be limited to the hardware provided.  We will follow up when we hear back from Motto and Lady Americana.  We always try to do what we can to ensure customer satisfaction.Thanks!

At Mathis Brothers Furniture, we pride ourselves in customer satisfaction so we look into each customer complaint very thoroughly. After 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 him. The customer felt disrespected by this request and would not send it. Having never offered this type of financing and even speaking with the cashier, we feel confident nobody offered this little of a finance rate. We apologize for the situation and can offer a $100 gift certificate but are unable to accommodate a finance rate any lower than what was signed for in the credit agreement.

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

Revdex.com:
We will keep the Simon Li furniture because we will not get the full refund from Mathis Brothers If returned. We are keeping the FPP on both sets. We do expect Mathis Brothers to honor this 5 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 chairs. The couch has not been used much since last exchange so we do not need it replaced at this time. As the cushions wear down going forward we do expect Mathis Brothers to honor the FPP as needed. Replacing the furniture. We will accept the 10% discount. The USA set will still have the full FPP we paid for. We DO NOT want the used furniture that is on the show room floor. We do not even know why they would exchange and try to give us used furniture at full price. When replacing we would only accept new chairs and couch. The FPP does not state we would have to take used showroom floor furniture. Please order the 2 chairs and credit our Mathis Brothers synch[redacted]y account the 10% as we do not want store credit. 
Sincerely,
[redacted] And [redacted]

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