We purchased a bed lift from Mathis on Tuesday, June 6thWhen it was delivered it was discovered that they were missing a part for the lift to function correctlyWe were told that they would get the part and return it to install on Monday, June 12thMy wife took off work on Monday, June 12th to meet the technician at the houseShe called that morning to ask the approximate time of deliveryThe warehouse manager said he did not know what we were talking about and didn't have the partHe was then very condescending and acted like it wasn't his problem --no apology whatsoeverAwful customer service, especially since they had almost a week to get together what they neededWe attempted to contact the store manager Kristi [redacted] and we have not heard back as of now
Mathis Brothers advertises on their website, in store, through phone home advertisement that they have the lowest price guarantee, that if you present them with a lower price from a local competitor within a mile radius they will not only price match but give you double the differenceI have dealt with “*** ***-less” and he could not speak to this policy but kept avoiding the fact that his sales people in the sleep centers also advertise this but take it further just to get the saleThis is not the case as they will not do it when presented with a lower priceThey will only price match for some reason but double the difference is “some other policy”
This has been one of the worst customer service experiences I have had the displeasure of experiencingI will never use Mathis Sleep Center againThe people I have shared my experience with have also said that they will never use this company eitherI ordered a mattress and a pair of sheets weeks agoMy mattress was delivered when it was scheduled to arrive but I never got my sheetsI called and left a message for my sales rep, didn't hear anything so I called and spoke with a manager insteadShe told me that their store had not received my sheets yet and that my sales rep would be contacting me about the issue soonI never heard from himSo I had to track him down instead of him doing his job and keeping me in the loop about my unreceived orderHe tells me that he has been looking at my order a lot (if you are looking at my order a lot why aren't you contacting me about it..?!) and that my sheets have still not come inWhen I express how unhappy I am (I have been sleeping on a bare mattress) all he says is I'm sorry about that and does not offer to compensate me or make my experience any betterA MONTH after I had placed my order I still have no sheetsI decide that I don't want these dang sheets, this is ridiculous, I have to keep calling them every week to see the status of my sheets instead of them showing good customer service and calling me to keep me in the loop about a product I HAVE ALREADY PAID THEM FOR! I go into the 2nd store in my town (Lubbock, Tx) to just get a refund and be done with this horrible businessI ask the front cashier woman to speak with the manager (I know that she is based out of this location because I have spoken to her on the phone and have also been told so by the other store I originally ordered from)The woman tries to help me herself and I decline and ask to speak with the manager againShe tells me, word for word, "WE DON'T HAVE ONE." Are you kidding mewe don't have one!? she could have easily said something like: she's out today, or she is on vacation, etcWE DON'T HAVE ONE!? WTF! then I'm angry that woman has just lied to me and I say, "excuse me, you don't have one? I know the manager is based out of this store, the other store has told me as much." she changes her answer to, "oh well she is just out, she won't be back until SaturdayWhat can I help you with." I ask her if she can refund me for some sheets that I ordered a month ago and still have not received and she says, "oh no, you will need the manager for that." no duh, that's why I asked for her in the first place! She gives me the customer service number to get this resolved without the managerI call the customer service number around 1:30pm, no one answers, get the voice mail that says they are at lunch or with another customer, leave a messageI call back 2hrs later SAME THING! NO ONE ANSWERS! (mind you, I still have not received a call back from the customer service line more than A WEEK LATER!)Fed up with this TERRIBLE SERVICE, I find a number to call on the Mathis website and ask to get transferred to the corporate officeThe woman on the phone makes me explain why and I tell her everything that has happenedShe puts me on hold, comes back on and asks for my name, puts me on hold again, and then the next thing I know, without warning, I am being transferredA different woman picks up, I have no idea who they are because the lady didn't tell meAfter an awkward greeting she finally tells me that she is the Lubbock manager (the one who is out!)I did not get transferred to the corporate office like I had asked, I got transferred to the manager's personal phone on her day off! Whatever, I don't even care, I just want to end thisI tell her everything and how very unhappy I am and that I really just want a refundShe offers nothing to compensate me and does not even apologizeSays to give her 5-minutes and she will call me back with this "worked out." 30min later, I get a call NOT FROM HER BUT FROM MY SALES REP! Why can't this company do anything that they say they are going to do!? He conveniently starts with, "I'm showing that your sheets are scheduled for delivery tomorrow." REALLY!? ARE YOU KIDDING ME!? I say that it doesn't matter because I still want a refundHe says ok, he will do that for me and is about to end the conversation and hang up when I say, "do I need to do anything for this refund?" He says, "Oh ya, you paid with a credit card, I need that info." REALLY!? YOU SAID YOU WERE GOING TO GET THAT REFUND DONE AND HANG UP WITH ME WITHOUT GETTING ANY INFORMATION FROM ME TO PROCESS IT!?!?! WHAT KIND OF BUSINESS IS THIS?! Whatever, I give him my card info and then I ask for the regional manager's contact infoMy sales rep says: "I don't have that." I tell him that I am so unhappy and angry that I am on the verge of returning everything I ordered and that I want that information TODAY! He replies, "give me a little bit to get that for you." I say, "I want to hear back from you today." He says, "OK." well guess what, I have not heard back from him for a week now! AND MY REFUND HAS NOT BEEN PROCESSED LIKE HE PROMISED ME!
I finally hunt down a different number based out of Oklahoma to call and get this worked outI tell all of this horrendous experience to the girl who answeredShe, by the grace of GOD, gives me the regional managers name and says word for word, "...if you leave a message on his voicemail he will for sure get back to you." I thank her profusely, this is the first time someone in this company has given me what I have asked for and she transfers meI leave a message on Brad ***'s voicemail, the regional manager, on Monday of this week, I left my name and number twiceIt is now Thursday and I have yet to hear back from Mr***It has now been a little over weeks since I ordered these sheets and over a week since I gave my card info for a refund and still nothingThis mattress is the very first one I have ever bought for myself as a young adult in my early 20sI have the rest of my life to buy mattresses and I will never buy another one from this company EVERwhich is a shame because I actually like the mattress that my sales rep helped me pick out (the only decent thing he did)I am a creature of habit, and if the service had been better, Mathis would have had a lifelong customer in meBut the service was horrendous, they did nothing to keep me in the loop about what was happening with my missing sheets, they forced me to track them down every weekThey did nothing to compensate for my sheets not arriving when they were scheduled toI get it, things happen, things don't go according to plan, I can get over thatAll they had to do was simply offer to provide me with some sheets they already had in stock to make up for me having to sleep on a bare mattressThat's itSuper simpleI probably still would have been a little frustrated that the sheets I ordered were taking so long, but at least I would have been happy with the service they offered me and I would have been placatedNow, I will leave a complaint on every site I can find, and will be telling everyone I know not to use this company and will continue to do so until the day I kick the bucketI wish that I could give them no stars, they do not even deserve the required star I have to list
We purchased a bed lift from Mathis on Tuesday, June 6thWhen it was delivered it was discovered that they were missing a part for the lift to function correctlyWe were told that they would get the part and return it to install on Monday, June 12thMy wife took off work on Monday, June 12th to meet the technician at the houseShe called that morning to ask the approximate time of deliveryThe warehouse manager said he did not know what we were talking about and didn't have the partHe was then very condescending and acted like it wasn't his problem --no apology whatsoeverAwful customer service, especially since they had almost a week to get together what they neededWe attempted to contact the store manager Kristi *** and we have not heard back as of now
I purchased a set of twin mattress and box, but wanted to return them to the storeThe products are still in their original packing, I have not opened them yet
I called the customer service days after the purchase, and was told that the products sold in this store are not returnable, but I did not see such information anywhere in the store, and none of the salesmen had told me about this neither before or after purchaseThe customer service told me that the non-returnable policy was printed on the receiptThis is so ridiculousI never saw a business store fooling/cheating customers in this way as you will not be able to know that the product is non-returnable until you have paid and purchased the productYou should have alerted the customers about the non-returnable policy before they purchase the products
I request the store to take back the products without charging me any feeThe store should alert all the future customers about this unfair and intentionally hidden
We purchased a bed lift from Mathis on Tuesday, June 6thWhen it was delivered it was discovered that they were missing a part for the lift to function correctlyWe were told that they would get the part and return it to install on Monday, June 12thMy wife took off work on Monday, June 12th to meet the technician at the houseShe called that morning to ask the approximate time of deliveryThe warehouse manager said he did not know what we were talking about and didn't have the partHe was then very condescending and acted like it wasn't his problem --no apology whatsoeverAwful customer service, especially since they had almost a week to get together what they neededWe attempted to contact the store manager Kristi [redacted] and we have not heard back as of now
Mathis Brothers advertises on their website, in store, through phone home advertisement that they have the lowest price guarantee, that if you present them with a lower price from a local competitor within a mile radius they will not only price match but give you double the differenceI have dealt with “*** ***-less” and he could not speak to this policy but kept avoiding the fact that his sales people in the sleep centers also advertise this but take it further just to get the saleThis is not the case as they will not do it when presented with a lower priceThey will only price match for some reason but double the difference is “some other policy”
This has been one of the worst customer service experiences I have had the displeasure of experiencingI will never use Mathis Sleep Center againThe people I have shared my experience with have also said that they will never use this company eitherI ordered a mattress and a pair of sheets weeks agoMy mattress was delivered when it was scheduled to arrive but I never got my sheetsI called and left a message for my sales rep, didn't hear anything so I called and spoke with a manager insteadShe told me that their store had not received my sheets yet and that my sales rep would be contacting me about the issue soonI never heard from himSo I had to track him down instead of him doing his job and keeping me in the loop about my unreceived orderHe tells me that he has been looking at my order a lot (if you are looking at my order a lot why aren't you contacting me about it..?!) and that my sheets have still not come inWhen I express how unhappy I am (I have been sleeping on a bare mattress) all he says is I'm sorry about that and does not offer to compensate me or make my experience any betterA MONTH after I had placed my order I still have no sheetsI decide that I don't want these dang sheets, this is ridiculous, I have to keep calling them every week to see the status of my sheets instead of them showing good customer service and calling me to keep me in the loop about a product I HAVE ALREADY PAID THEM FOR! I go into the 2nd store in my town (Lubbock, Tx) to just get a refund and be done with this horrible businessI ask the front cashier woman to speak with the manager (I know that she is based out of this location because I have spoken to her on the phone and have also been told so by the other store I originally ordered from)The woman tries to help me herself and I decline and ask to speak with the manager againShe tells me, word for word, "WE DON'T HAVE ONE." Are you kidding mewe don't have one!? she could have easily said something like: she's out today, or she is on vacation, etcWE DON'T HAVE ONE!? WTF! then I'm angry that woman has just lied to me and I say, "excuse me, you don't have one? I know the manager is based out of this store, the other store has told me as much." she changes her answer to, "oh well she is just out, she won't be back until SaturdayWhat can I help you with." I ask her if she can refund me for some sheets that I ordered a month ago and still have not received and she says, "oh no, you will need the manager for that." no duh, that's why I asked for her in the first place! She gives me the customer service number to get this resolved without the managerI call the customer service number around 1:30pm, no one answers, get the voice mail that says they are at lunch or with another customer, leave a messageI call back 2hrs later SAME THING! NO ONE ANSWERS! (mind you, I still have not received a call back from the customer service line more than A WEEK LATER!)Fed up with this TERRIBLE SERVICE, I find a number to call on the Mathis website and ask to get transferred to the corporate officeThe woman on the phone makes me explain why and I tell her everything that has happenedShe puts me on hold, comes back on and asks for my name, puts me on hold again, and then the next thing I know, without warning, I am being transferredA different woman picks up, I have no idea who they are because the lady didn't tell meAfter an awkward greeting she finally tells me that she is the Lubbock manager (the one who is out!)I did not get transferred to the corporate office like I had asked, I got transferred to the manager's personal phone on her day off! Whatever, I don't even care, I just want to end thisI tell her everything and how very unhappy I am and that I really just want a refundShe offers nothing to compensate me and does not even apologizeSays to give her 5-minutes and she will call me back with this "worked out." 30min later, I get a call NOT FROM HER BUT FROM MY SALES REP! Why can't this company do anything that they say they are going to do!? He conveniently starts with, "I'm showing that your sheets are scheduled for delivery tomorrow." REALLY!? ARE YOU KIDDING ME!? I say that it doesn't matter because I still want a refundHe says ok, he will do that for me and is about to end the conversation and hang up when I say, "do I need to do anything for this refund?" He says, "Oh ya, you paid with a credit card, I need that info." REALLY!? YOU SAID YOU WERE GOING TO GET THAT REFUND DONE AND HANG UP WITH ME WITHOUT GETTING ANY INFORMATION FROM ME TO PROCESS IT!?!?! WHAT KIND OF BUSINESS IS THIS?! Whatever, I give him my card info and then I ask for the regional manager's contact infoMy sales rep says: "I don't have that." I tell him that I am so unhappy and angry that I am on the verge of returning everything I ordered and that I want that information TODAY! He replies, "give me a little bit to get that for you." I say, "I want to hear back from you today." He says, "OK." well guess what, I have not heard back from him for a week now! AND MY REFUND HAS NOT BEEN PROCESSED LIKE HE PROMISED ME!
I finally hunt down a different number based out of Oklahoma to call and get this worked outI tell all of this horrendous experience to the girl who answeredShe, by the grace of GOD, gives me the regional managers name and says word for word, "...if you leave a message on his voicemail he will for sure get back to you." I thank her profusely, this is the first time someone in this company has given me what I have asked for and she transfers meI leave a message on Brad ***'s voicemail, the regional manager, on Monday of this week, I left my name and number twiceIt is now Thursday and I have yet to hear back from Mr***It has now been a little over weeks since I ordered these sheets and over a week since I gave my card info for a refund and still nothingThis mattress is the very first one I have ever bought for myself as a young adult in my early 20sI have the rest of my life to buy mattresses and I will never buy another one from this company EVERwhich is a shame because I actually like the mattress that my sales rep helped me pick out (the only decent thing he did)I am a creature of habit, and if the service had been better, Mathis would have had a lifelong customer in meBut the service was horrendous, they did nothing to keep me in the loop about what was happening with my missing sheets, they forced me to track them down every weekThey did nothing to compensate for my sheets not arriving when they were scheduled toI get it, things happen, things don't go according to plan, I can get over thatAll they had to do was simply offer to provide me with some sheets they already had in stock to make up for me having to sleep on a bare mattressThat's itSuper simpleI probably still would have been a little frustrated that the sheets I ordered were taking so long, but at least I would have been happy with the service they offered me and I would have been placatedNow, I will leave a complaint on every site I can find, and will be telling everyone I know not to use this company and will continue to do so until the day I kick the bucketI wish that I could give them no stars, they do not even deserve the required star I have to list
We purchased a bed lift from Mathis on Tuesday, June 6thWhen it was delivered it was discovered that they were missing a part for the lift to function correctlyWe were told that they would get the part and return it to install on Monday, June 12thMy wife took off work on Monday, June 12th to meet the technician at the houseShe called that morning to ask the approximate time of deliveryThe warehouse manager said he did not know what we were talking about and didn't have the partHe was then very condescending and acted like it wasn't his problem --no apology whatsoeverAwful customer service, especially since they had almost a week to get together what they neededWe attempted to contact the store manager Kristi *** and we have not heard back as of now
I purchased a set of twin mattress and box, but wanted to return them to the storeThe products are still in their original packing, I have not opened them yet
I called the customer service days after the purchase, and was told that the products sold in this store are not returnable, but I did not see such information anywhere in the store, and none of the salesmen had told me about this neither before or after purchaseThe customer service told me that the non-returnable policy was printed on the receiptThis is so ridiculousI never saw a business store fooling/cheating customers in this way as you will not be able to know that the product is non-returnable until you have paid and purchased the productYou should have alerted the customers about the non-returnable policy before they purchase the products
I request the store to take back the products without charging me any feeThe store should alert all the future customers about this unfair and intentionally hidden