Resolved
Shaylah Xlv
map-marker Ontario, California

Resolved: WE WILL NEVER SHOP MATHIS BROS. AGAIN

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Updated by user Feb 21, 2018

Mathis Bros. came through for us!

With further complaints to customer service (more than should ever be necessary), and social media posts, Mathis Bros.

wanted to make things right. They forced the warranty company to honor our claim and gave us an in-store credit for...

Original review Jan 22, 2018
NEVER AGAIN! We've been loyal Mathis Bros.

customers for years... we bought a $2,600 leather sectional WITH an extended warranty. This "highest quality leather" is now peeling off the fabric underneath - now we're not even sure it's real leather like they PROMISED it was. We take IMPECCABLE care of our home and our furniture.

Our home is model perfect and we take pride in our belongings. This is the only piece of furniture we've ever needed to file a warranty claim with - EVER. Now, after paying the extra money for the extended warranty, and following every single warranty requirement to the letter, we're being declined. Since the "leather" is coming apart in two areas (for no reason except inferior product), they're claiming the "single area" clause of the contract.

The email response we received after four rounds of back-and-forth says "we do not cover accumulation of peeling". WHAT? It's clear there's more going on here than an "incident" we had in one area (like us causing a rip or tear). So if we did NOTHING, and the product is just ***, that's not covered?

THIS IS NOT OKAY. I just finished searching the Internet about others who may have had the same experience. I was disappointed and further outraged to find out this is common practice! So many people are being wronged - and it's NOT OKAY.

We will never step foot in this store again. We will tell every single person, every single day of every single year to never shop there. We trusted that the furniture we're paying good money for is worth it -- but BEWARE: What you're buying that LOOKS nice, could just be something that won't last. This couch isn't what they said it was...

now they won't honor the warranty. We have another set of couches we purchased from Arizona Leather that are older... and are AWESOME and PERFECT - and the quality is clearly distinguishable between the two companies. We spent $2,600 on JUNK.

SHAME ON YOU, Mathis Brothers Furniture (Ontario, CA) Mathis Brothers Furniture (Indio, CA) Mathis Brothers Furniture - We're nice people, and loyal customers.

We spent our hard-earned money to buy from you. What you're doing is wrong.
View full review
Loss:
$2600
Cons:
  • Will not allow you to return defective merchandise
  • Bad customer service
  • Do not honor warranties
Reason of review:
Bad quality

Preferred solution: Let the company propose a solution

1 comment
Guest

Unfortunately caring for bonded leather as you would real top grain whole leather will not cause it to not split, crack and other nasty developments. We learned this the hard way years ago with a Macy's sofa.

We're now looking for a leather sofa recliner and Arizona Leather in Chino Hills has our business.

But you go into anything leather with a million questions for which you've scoured the internet for answers. Do not believe any salesmen.

Chris C Hri
map-marker Tulsa, Oklahoma

Untruthful Sales Practice

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Not concerned with the relationship with customer, sales process is not truthful and then supported with a policy that is not explained at the time of sale. When I purchased the mattress, it was explained to me that I had a year to find the one I wanted. I returned one to try another. When I asked to go back to original model, I was told I could not as they only do one exchange. Two different salesmen helped me and neither one ever explained that the exchange was a one time thing. Each had their opportunity to notify me of this policy and neither one did. At the time of purchase I was told, "You can have up to a year to get the one that suits you the best." They did not live up to this statement and any specifics of a one time return policy should have been explained at purchase or at the time I returned the original purchase. It would have taken 5 seconds to do this. Now I am stuck with a mattress that does not work for my back and they say there is nothing they can do about it.
View full review
Loss:
$3500
Reason of review:
Warranty issue

Preferred solution: I want to be able to exchange my mattress for the original model

1 comment
Guest

I am getting the same run around. Bought a mattress 2000.00 get it home it's like laying on a brick.

The day we purchased we called them.

We was not even sure they gave us the correct mattress as this feels nothing like the floor model. Recieved rude customer service as they do not care after they have your money whether you are satisfied with the merchandise you purchased.

Jamiya Kcx

Disappointing, misled, not accommodating

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We purchased a split king mattresses and base from the Mathis Sleep Center in Tulsa on 169 and 71st. We feel like we were taken advantage of by the lack of important information we were not told by the salesman. We had slept on the mattresses for a few days and decided we were not happy with them but were told since we had not purchased the protection program we could not exchange the mattresses. We were not offered the protection program because the split king are not included in the protection program. Also we were told we should of read the back of the receipt. Which makes no sense to me because you don’t receive a receipt until after you purchased the mattresses? We went to other mattress stores and their policy allows you to exchange the mattress if you’re not happy with it. We are senior citizens and we failed to ask the right questions assuming Mathis Brothers would be as accommodating to their customers as other stores in our area...WRONG! We have made a lot of purchases at Mathis Brothers but never again. Their sales tactics are just about the money and nothing else.
View full review
Loss:
$1600
Cons:
  • Salesmanship
Reason of review:
Return, Exchange or Cancellation Policy

Preferred solution: Let the company propose a solution

Anonymous
map-marker Oklahoma City, Oklahoma

Warranty issue, should report within 5 days

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I bought a leather sofa, at least thought so, apparently it was bonded leather. It started to peel small pieces of fabric from the head rest. Before, I realized i had bought warranty on it, it was couple of months. They said I should have reported within the first 5 days the first peeling happened and now will not do anything for me. I do not see that kind of note on the paper they had provided to me. I am unable to use this sofa so planning to replace them. This is one more of those warranties which will find a clause to make the warranty null and not help you in need. Frauds!! Good luck with claims from warranties!
View full review
Loss:
$600
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution

1 comment
Guest

Hello- we are sorry to hear that you are having issues with your sofa. We would like to look into this further and do whatever we can to assist.

If you could, please email us your customer number and/or phone number so that we can pull up your account.

You can email us at socialmedia@***.com. Thank you.

Shaylee Xet

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Oklahoma City, Oklahoma

Mattress regret

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I purchased a mattress from Mathis Brothers and as soon as it was delivered I had totally regret. I called Mathis Brothers and begged them to come and get the mattress and take it back.

I never even touched the mattress. I was quoted policy this and policy that. They would not even try to help me. They did not make it clear to me that the mattress would not be unreturnable.

They also lied to me about the finance, telling me that I would have 3 years interest free. I received my bill which says that I have 1 year to pay off the mattress interest free. I am now financially strapped paying something off that I don't even want. In my opinion, Mathis brothers management has been trained to try and smooth things over with the customer because they don't want any bad reviews but at the same time they are not going to bend and make anything right!!!

If you want a mattress go to Mattress firm. They do take back their mattresses, just like they say they will.

Mattress firm has 6 years no interest and they make sure your satisfied with your purchase. I will never buy anything from Mathis Brothers again.

View full review
Cons:
  • Lies i was told
  • Sad at the decision process- very greedy
  • Store manager shifting problem to customer
Reason of review:
Poor customer service
Resolved
Sheana Pwc
map-marker Tulsa, Oklahoma

Resolved: Horrible

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Updated by user Sep 22, 2017

After posting nad reviews and calling them more. I received a call informing me they have ordered a replacement.

Original review Sep 22, 2017
I SUGGEST NEVER BUY FROM THEM!!!! I ordered two beds from Ashley furniture. One was fulfilled by Mathis brother furniture. It took weeks to receive bed. I get it with the headboard damage. Was told someone would call me regarding the damage. That never happened. I called them. Was told to send picture of damage which I did. Still didn't hear back. So emailed and called again. Finally a girl calls and wants to set up a repair. No discount offered. I tell them that is not acceptable I want headboard replaced. She can't do anything and says she will send to Mgmt. Which I had already sent damages to. Was told they would contact me the next day. Still have not heard from anyone and left more message.
View full review
Reason of review:
Damaged or defective
Resolved
Yamira Axw
map-marker Oklahoma City, Oklahoma

Resolved: Elderly SCAMMED and the Mathis Brothers took almost 7,000.00

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Updated by user Jul 14, 2017

We got a hold of a manager who was awful. then had a wonderful service representative who resolved the issue- although the manager never followed through well- we did find an employee who does her job & does it with integrity.

Original review Jun 13, 2017
We contacted Mathis Brothers- Lady Americana and the eventually got NICK Roscorla. My uncle age 73 was discharged front the hospital and ended up at lady Americana looking at beds- he was sold a 6,800.00 bed. The bed has not been touched. Its entirely too large for the room its in- can't hardly get around- Mathis brothers said too bad. This elderly man suffered a MASSIVE STROKE, the has global moderate aphasia. And Mathis Brothers sent his credit card a 6,800.00 bill. WOW to that CRAZY. This man is in acute care- he may never go home at all- he may stay in long term care. But THE MATHIS BROTHERS hot their money. And this manager NICK- and his salesman got a good commission and a pat on the back for "loyalty"? Millions are scammed out of our seniors. I had never expected there Mathis Brothers to do the same. SHAME ON THESE WEALTHY MEN and the entire MATHIS Family.
View full review
Loss:
$6800
Cons:
  • Predatory sales practices
  • Sad at the decision process- very greedy
Reason of review:
Seriously. just SAD.

Preferred solution: a REFUND. or an exchange credit good for all Mathis Brothers stores` this is ridiculously SAD.

Anonymous

How difficult it is to load a truck?

We paid cash for our furniture. We paid cash for their delivering our furniture. We spent $6,000.00. We took off work to accept delivery. They called saying they would deliver after five so we could have gone to work after all. Then they called stating our furniture was not put on the truck and they can deliver it tomorrow. Nobody seems to care about it.
View full review
Reason of review:
Order processing issue
Anonymous
map-marker Ontario, California

Deceptive sales practices

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Shopping for living room furniture, my wife and I (both elderly) decided to purchase two love seats ($898.00/each) from Mathis Furniture store in Ontario, Ca. Prior to paying for the items, I did have the foresight to check the invoice and found that the sales clerk "Aladdin" slipped in a $199.00 furniture protection plan without our knowledge...much less consent.

I'm not sure what their "furniture protection plan" consists of, however the deceptive sales practice of slipping in additional charges without our knowledge/consent is unacceptable. I did notify the store manager and lodged a complaint about their deceptive hidden fees. My complaint was dismissed as poor communication between the customer and the sales staff. I tried to explain to the store manager there was no communication about their protection plans.....which constituted deception, the store manager shifted his excuse to the salesperson is a new employee.

With that being the case I think it would be safe to assume that Mathis Furniture trains their employees in deceptive sales practices......how else would a new employee know what to do in finalizing a sale by adding charges on invoices the sales people themselves prepare for checkout. I would like to fore warn potential customers of my unsatisfactory shopping experience at Mathis furniture mainly because I am elderly......and the salesclerk knew I have impaired vision.

View full review
Pros:
  • Love seat
  • Bedroom furniture
Cons:
  • Store manager shifting problem to customer
  • Deceit
Reason of review:
Unauthorized charges

Preferred solution: Let the company propose a solution

Anonymous
map-marker Tulsa, Oklahoma

Still waiting-

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We contracted for a Friday delivery before noon. We removed the furniture from the living room. We removed bedroom furniture. The only chairs left in the house were the kitchen chairs. Then, we waited all day, while the delivery crew called, telling obvious BS stories, pushing the delivery time- until 11 pm. It's Fourth of July weekend, and our vacation starts today. And we have no furniture - Our plan is to cancel the purchase. ( bought with Credit Card ) This was a contract with Mathis Bros. They failed to deliver. There's other places to buy stuff. PS: This isn't the first time they sucked.. This is simply the LAST.
View full review
Pros:
  • Couch
Reason of review:
Poor customer service

Preferred solution: Deliver product or service ordered

Dmitry Pqa
map-marker Oklahoma City, Oklahoma

REFUSES TO HONOR WARRANTY/ MATTRESS MAKERS PLAY 'PASS THE BUCK'

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I know what you mean. We purchased from Mathis Brothers Factory Outlet a $619 mattress and three years down the road, it was so swayed with no support whatsoever.

We tried to return it on a ten year warranty and have reached a roadblock bigger than the Empire State Building. Mathis Brothers pawns you off on the mattress maker who tries everyway imaginable to pass the buck. I will never buy anything from Mathis Brothers again. It was such a draining, upsetting experience.

I think they even switched the mattress I originally chose for another because when I laid down on it once delivered, I noticed a definite difference in the feel of the mattress which was covered at the factory because they said it voided the warranty if it was ever removed. I removed it a year later because I bought a better cover and then I could see, the mattress was a pillow top and I absolutely HATE pillow tops, would never have purchased one!!!

View full review
Loss:
$620
Pros:
  • Selection and prices
Cons:
  • Pass the buck
  • Will not allow you to return defective merchandise
  • Salespeople
Reason of review:
Warranty issue

Preferred solution: I want a new mattress because mine is under warranty.

2 comments
Guest

Worthless warranty, they will repair a defect if you haul it to distant city, and wait around for half a day while they repair

Guest

All you have to do is go in there and talk to Rodger Sanders tell him your problem will give you a brand new mattress and refund your money.

View more comments (1)
Craven Rdk

Mathis Furniture - Protection Plan Review

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I have purchased furniture and was advised to get furniture insurance. Beware I was charged twice and had to fight to get my refund.

Now 2 years later I put in a claim and they state they cannot honor their agreement because it is not accidental. The insurance is fraud they do not tell you the insurance is through a third party. They do not stand behind what is writing on paper or flyer. The sale personal tell you something different than customer service.

Do not believe what they tell you ...lying is their business. Furniture falls apart within 2 years insurance or not....

View full review
Reason of review:
Poor customer service
Anonymous

Mathis Furniture - Protection Plan Review

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We have purchased from mathis for years and always purchase the protection planned I used it a couple years a go and was very pleased about their prompt, friendly service. Just purchased a sectional and needed the service because our pet vomited on the arm,which by the way IS covered, this time the woman on the phone was very rude and unhelpful. We are now dealing with mathis to get something done and this has been going on for a few weeks,each time with the promise they will get it taken care of...will write an update when we see if they are going to stand by their word.

View full review
Reason of review:
Poor customer service
Anonymous

Mathis Furniture - Delivery Service Review

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They are crooks. I will NEVER buy from them again. They lost my order and lied about it and then treated me like garbage. I paid in full not on credit and they act as if Ithey did me a favor by not sending my custom order in correctly delaying the order for5 months, only to find out the day of delivery that they will not fulfill the order and only make a partial delivery. They are crooks. They should be in jail. Their apathy alone should be reason enough not to trust a word they say
View full review
Reason of review:
Problem with delivery
Flordia Lho
map-marker Ontario, California

MARTHIS BROTHERS WARRANTY IS

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I purchased a new couch and recliner from Mathis Bros as open floor stock, and I was urged the to consider,the extended warranty, which according to the saleswoman would cover from Top to Bottom anything related to manufacturer defects/cushions/leather tearing and more. So I opted for this extended warranty and after a couple of years we started to se increasing problems with the sofa leather.

NOTE THE RECLINER IS STILL IN GREAT SHAPE (no issues) but they are from two different manufacturers. The Berhardt Sofa developed dark surface lines and markings and the cushions were getting too soft to support anyone, the Velcro was loosing its integrity and via the extended warranty I was looking for support. I took pictures, wrote e-mails and waited for the warranty company to reply....but nothing came of it. Eventually after calling them 2 more times they said that they would send someone to inspect the defects.

Two guys did show up for a scheduled appointment window. The also acknowledged the issues and took some photos. Upon leaving they also stated that someone would be in touch....2 weeks went by and no communication, no calls, no e-mails....nothing.

So I called and was told the condition and defects observed would not be covered because they did not fall under normal wear and tear. MATHIS BROTHERS IS DECPETIVELY USING THE EXTENDED WARRANTY OFFER TO COLECT REVENUE FOR A WORTHLESS WARRANTY PROVIDER.

View full review
Loss:
$3000
Pros:
  • Salesperson
Cons:
  • Lack of integrity in warranty coverage
Reason of review:
Warranty issue

Preferred solution: Let the company propose a solution