Mathis Brothers Furniture

We have authorized an exchange for the Power Sofa which is scheduled for delivery, Saturday March 24th. We apologize for the length of time this resolution has taken.

Initial Business Response /* (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...

defect. As 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.

Initial Business Response /* (1000, 5, 2015/08/01) */
Mathis Brothers has offered the customer two different solutions to satisfy their needs. Mathis Brothers is waiting on the customer's answer.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I am still waiting for the error to removed from my credit.
Sincerely,
[redacted]

We sincerely apologize for the delay in Ms. [redacted] for the delay in production of her sofa.  We are told by Broyhill that it is on it's way.   However, it is coming from the east coast and they make stops along the way.  We are planning on it being here next week.  I will...

keep tabs and will update as needed.We understand Ms. [redacted]'s frustration with the delays and are would like to offer a $500 discount for her troubles.I will follow up as soon as I get further information.Thanks.

We do apologize for the miscommunication and lack of service Ms. [redacted] received.  We did refund the cost of the mattress guard.  Let me know if there is anything more we can do.  Thanks.

We are sorry that we could not satisfy Ms. Bulock.  From what I can tell, when she called Customer Service, it was the evening when there was not a manager on duty in the Customer Service office.  When she asked if her sales rep was working that day, the Customer Service rep couldn't know...

because they are not in the same building.  They tried to transfer her to the store where they could locate him.The refund was processes on May 8, 2017 to her Visa card.  Sometimes it can take up to 24-72 hours for it to show up on the customer's visa account.Let us know if there is anything else we can do.  Thanks.

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

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 have apologized for any misunderstanding. However, we do not and cannot dispose of old furniture other than mattresses. We don't tell customers that we will dispose of furniture just to make a sale because we know it won't happen.  The salesperson said he told them that we could only...

dispose of mattresses and there wasn't anything we could do with the loveseat.  The person with finance told them they would have to talk to customer service for any questions on delivery. We believe this was all miscommunication or a lack of information. If the customer wishes, we will return the loveseat they just purchased and will refund them in full. But unfortunately, there is no possible way we can dispose of the old loveseat. please let me know if you need any further information.

Complaint: [redacted]
I am rejecting this response because: This was not about receiving compensation it is about what is right and standing by what your employees are telling the customer. I was contacted by your company yesterday stating that it is a 1.75% interest but its a revolving interest meaning you must multiply that by 12 equaling 21% interest. This is not what the cashiers say, they are selling this as a low interest rate under false pretense. I point blank ask if it was a flat interest or a building one and she stated a flat interest rate, never divulging the truth. It is simple bait & switch tactic. I will be closing my account with your company and I do not plan on doing business with you in the future. This was about being lied to and the deception and Mathis Brothers not willing to even attempt to correct it other wanting a copy of the proof. I said from the beginning I was not trying to get out of any of my bill and I still am not, its only about the truth and what is right.
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.
Please have them refund the cost of the FPP in the amount of $189.59 and mail me a check because my account has been paid off.  The check needs to be sent to the address I provided in my complaint.
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]

Revdex.com:
I have been contacted by the merchant and we are working together toward a resolution and the merchant is cooperating fully.  While we are working toward the best resolution, we have not finalized the details.Sincerely,
[redacted]

We apologize for the confusion on Ms. [redacted]'s adjustable base.  I believe there was a misunderstanding of the policy.  The mattress can be exchanged after a 30 day trial under our 365 day comfort guarantee.  Our policy on the adjustable bases is that they are not returnable....

 This is printed on the ticket and was signed for by Ms. [redacted].  Unfortunately there is nothing we can do with regards to an exchange.  However, for the confusion, we can send Ms. [redacted] a $100 gift certificate.  Let us know if you have any further questions.Thanks.

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 5 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 5 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 $110 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!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],  the customer service were unable to fix the piece of furniture on time but they provided me with new piece instead. I find that this resolution is satisfactory to me.
 Thank you for your prompt help and support
Sincerely,
[redacted]

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 2 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 [redacted]@mathisbrothers.com.  Thanks!

We truly apologize for the delay getting the bed to Ms. [redacted].  There has been an issue with the hardware, but it should not have taken this long to get it resolved.  We will follow up with Ms. [redacted] by the end of today and should have the bed to her and installed by the end of the...

week.

[redacted] - What we think would be best is to bring your loveseat back to our store for us to inspect.  There have been other times where a hooking system has been used to keep the cushions in place.  We may be able to do this with your loveseat.  We will have a Customer Service rep...

contact you on a good day for us to pick it up.Let me know if you have any questions.  Thanks.