Mathis Brothers Furniture

Initial Business Response /* (1000, 5, 2015/12/09) */
Contact Name and Title: [redacted] - Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mathisbrothers.com
We are sorry that the customer had this happen to her table and we will try to make it right.
From what I...

understand, the reason why it was turned down is because she couldn't produce the table to show that it was damaged. I understand that it was our crew who tied it down and it sounds like we should have done a better job. However, once it leaves our parking lot, it becomes the responsibility of the customer. It has happened before where a piece has come loose and fallen out and therefore damaged. We will replace those items that are damaged. However, if we don't have the original piece, how do we know it fell off and was damaged? This is why our Customer Service office turned down the return. We are not trying to say the customer is being dishonest, but we have had this happen before.
We try to satisfy all customers, so we will give store credit in the amount of $149.95 + tax which is what was paid for the table.
Please let me know if you have any questions.

Initial Business Response /* (1000, 5, 2015/07/02) */
I have spoken to the customer and we have agreed to a different solution that satisfies the customer.

We found Ms. [redacted]'s account and did some digging into it.  We do show that they have made a number of purchases and many of those have the Furniture Protection Plan (FPP)purchased with them.  On this account, [redacted], there was a table purchased on 12/10/16 for $189.95. ...

This must be the table Ms. [redacted] has brought to our attention.  When initially paid for, the Furniture Protection was included.  However, when they came to pick up the table, they requested that the FPP be removed along with a box spring.  There was a credit posted to the visa card ending in [redacted] on 12/27/16 for $103.82 to credit back these items.We could try to file a claim under the manufacturer's warranty.  If Ms. [redacted] could send photos of the table to [redacted]@mathisbrothers.com, we can share them with our underwriters and can try to get something taken care of this way.Thanks!

We apologize for the issues the customer has had with their headboard.  From what we found in researching their issue, they were dealing with Mathis Brothers Customer Service and not Furniture Protection Plan (FPP).  Claims have to be processed directly through FPP and not...

through Mathis Brothers.  They have no record of any claims from this customer.  FPP has agreed to go ahead and swap out the headboard.  They have authorized the exchange and now the customer must contact Customer Service to arrange to pick up or delivery of the headboard.  The Furniture Protection Plan is a separate entity.  FPP is an accident policy that covers accidental rips, stains, burns, cuts, etc.  Customers must contact FPP within 5 days of the incident.  If too much time has passed or if there is accumulation of scratches, stains, etc., the warranty can be voided.Please let me know if you have any questions.  Thanks.

Initial Business Response /* (1000, 5, 2016/02/09) */
Contact Name and Title: [redacted] - Directo
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@mathisbrothers.com
We're sorry this customer's mattress is breaking down after just a couple of months. The mattress is covered under...

warranty. We will send the customer our Warranty information to fill out. We can give full credit for what they paid and they can use it to purchase another mattress or other items. It looks as if they purchased from Factory Direct, but the credit can be used at any of our stores.

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 reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. A replacement couch was delivered on Saturday, March 25. They replaced the couch instead of just ordering new parts.
Sincerely,
[redacted]

[redacted] - We apologize for the confusion on the Furniture Protection Plan.  The FPP is an accident policy that covers accidental rips, stains, burns, punctures, etc.  Scratches are included, however pet damage is not included (other than fluid from pets).  If the current damage is...

minimal, we would be glad to make an exception and will work on your sofa to repair the damage.  If you could please send a picture of the damage to [redacted]@mathisbrothers.com, we can decide if it is something we need to bring in or if we can do the repair in home.  Let us know if you have any other questions.  Thank you.

Complaint: [redacted]
I am rejecting this response because: We have requested to speak with the Ontario Store Manager countless times over several months and yet to hear a response. I understand employee safety and hope no one ever gets injured while on the job. I will be sure to inform  professional furniture delivery companies about the potential hazard it can cause them as well. Regardless of explanation, the lack of courtesy and respect toward the customer depicts the representation of the Mathis Brothers delivery service. In discussing the situations with 6 different Sales Managers and hearing various versions of the truth, the current situation goes beyond frustration. I would imagine if managers were going to fabric different stories they would be on the same page and not contradict each other. Let's keep hoping high quality furniture can be professionally delivered and will be waiting for the Store Manager to be accountable.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]

I do apologize that nobody has touched base with her. I will take blame for the original delay.  Once she responded she was good with it, I failed to get it scheduled.  On this latest delay, I delegated it and thought it was being taken care of.  I just left a voicemail for the person I assigned to it.  I’ll be sure that she is contacted no later than tomorrow.

We do apologize for the delay in getting the parts.  It seems the initial service order only included one seat casing and not the others.  We have agreed to exchange the furniture and we gave direction on how to care for this material.  Let us know if there is anything else we can do...

help.

We hate to hear that Ms. [redacted] is having issues with her chairs.  I looked into her account and unfortunately, I do not see that they purchased the Furniture Protection Plan (FPP) on all the chairs.  In June 2016, I show they received 4 special order Canadel chairs and paid a total of...

$149.95 for the FPP on those chairs.  The other 10 Fine Furniture chairs were received in July 2016.  However, according to our records, the FPP was not purchased on these chairs.  If Ms. [redacted] has any documentation that shows otherwise, we'd gladly honor it.Let us know what you can find and we will move forward from there.  Thank you!

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. [redacted].  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.