Alison G Gub

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Verified Reviewer

Repair of my sofa under 7 year warranty and no one in customer service will get it done. Horrible.

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Mathis Furniture - Repair of my sofa under 7 year warranty and no one in customer service will...
Mathis Furniture - Repair of my sofa under 7 year warranty and no one in customer service... - Image 2

12/20/2023: I called the customer service line for furniture protection with Mathis Brothers to file a claim on my couch as I have also called back in June and never received a call back to schedule a tech to come look at my couch. The lady was very rude and said I was about 30 days past my 7 years of my warranty.

I told her I wanted to speak to a manger as I called before, about 4 months prior, with no return call back. She stated the manger was not available and that they would call me back. I stated my concern about this because no one has ever called me back and now I am in this situation. But she assured someone would.

So, I waited about 3 weeks (with it being during the holidays) but DID NOT get a call back. I spoke with another customer service person, and they scheduled someone to come look at my couch. They came out and stated someone would call and schedule a time to come pick up my couch and if not by Wednesday to call. Which, of course, NO ONE CALLED.

I called back and the customer service person tried to connect me with a 3d party source stating that they dont have any of the parts and the tech said it was the cushion. It is NOT the cushion. There are about 3 springs popped up on 1 part of the sectional and 1 on the 2 parts of the sectional. You guys, Mathis Brothers, repaired my other 3 sectional parts back in 2020 under warranty and it was the same problem, the springs with broke (popped up).

This is the same thing on the other part of the couch!!! I asked to speak to a manager and Brenda got on the phone. She was rude and stated that Mathis Brothers does not pick up stuff anymore and hasnt for years. I asked, then why did you guys pick up my stuff back in 2020.

She stated that must have been a curtisy (because I had horrible customer service that time as well and never got a call back) but I also asked why the tech would tell me that someone would call and schedule a time to come pick of the furniture piecesShe stated the tech said it was the cushion and that is a 1 yr warranty. I told her it is absolutely not the cushion and is the spring, just like the other pieces and needs to be repaired under my 7-year warranty. She said she would talk to the tech and call me back. I have yet to receive a call back!!!

I have never received a call back from any of the times promised. Even from 2020 with my previous service order. I need this complaint to be filed with corporate and I need something to be done about it and my couch fixed!!!

Please help me as no one else is and I paid for my protection plan. And this is the worse customer service ever.

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Loss:
$500
Pros:
  • I do like my sofa
Cons:
  • Do not want to fix your stuff w warranty

Preferred solution: I would like my sofa to be fixed as my warranty states just like my other pieces! Asap.

User's recommendation: Keep your paperwork on your warranty! And stay on them if you have to file something. They will not call you back!

judy L Yyl

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Verified Buyer
|

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Verified Reviewer
| map-marker Ontario, California

Fraud

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Mathis Furniture - Fraud
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Updated by user Jun 17, 2023

They keep repeating “the couch is 7 yrs old and your warranty expired”. They will not address the FACT th as t they deceived us putting in writing that the couch was/is leather and it is not.

It is faux. They are blaming me for not knowing the difference between faux...

Original review May 18, 2023
Sold us a leather sofa per receipt.
It started to peel away revealing an ugly marooned like color. Called Store spoke with Manager told warranty up and could not help too bad for me.

Explained its a leather couch and should not peel EVER!
Now told we purchased a cheap bonded leather. Its funny because nobody has come over to check it out and they have no copy of the receipt so they are assuming it is bonded leather. They are liars and I cannot believe they get away with this deception. Sure they are nice when you have money to spend but couldnt care less when there is a problem.

The warranty I purchased never would have covered fraud. I have the original receipt!

They keep saying that the warranty is expired. I notified them awhile back and theyve dragged their feet.
View full review
Loss:
$1426
Cons:
  • Misleading
  • Not truthful

Preferred solution: Full refund

User's recommendation: Buyer Beware

Eddie J Cna

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Verified Reviewer

They are the works furniture store Mathis Brothers they only give you 7 days return policy who does that Home Depot even accepts after 3 moths return. They are a fraud furniture store worst experience

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Could not return furniture items after 7 days brand new still in box. I spoke with three different people they all gave me differ answers and they all lied to me all they want is your money and to make commission of the consumer.
View full review
Loss:
$5929
Cons:
  • Fraud furnuture

Preferred solution: Full refund

User's recommendation: Please do t shop at this store they are false promises they give you. Furniture is also poor quality .

Jack M Xzz

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Verified Reviewer

Could not get me a replacement cushion even though they still had the same furniture on the floor.

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Bought outdoor furniture and got a vision ripped and trued to order new cushion and said they could not. Even though I got one one other time.
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Preferred solution: To be able to purchase replacement cushion

User's recommendation: Make sure you can order parts.

1 comment
Guest

I've had much better experiences there. Sorry to hear you had bad service.

Anonymous
map-marker Cypress, California

Discuss service

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Delivery issure. Promised and email confirmation that proved to be untrue. Had to call and was promised a return call which never happened
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Anonymous
map-marker Tulsa, Oklahoma

Order delayed and want to know why

Went in about two weeks ago to buy my grandson a bedroom set for Christmas. Was told it was in stock. Was told it would get delivered on 12/24. I tried to get it sooner was told the 24 was the only day open. I found out on the 24 when my daughter called to find out when set would be coming she was told they did not have one in stock So I called customer service no help
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User's recommendation: Sales Associate need to know there job. And when they know item are out of stock don't sale it tile it's back in stock. They should locate item before delivery date.

Susan T Xaw

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Verified Reviewer
| map-marker Tulsa, Oklahoma

Disappointed

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We started off going in to Mathis Brothers knowing "exactly" what we wanted. The salesman could not find it in their system and told us they must not carry it any longer.

So we started looking around at other items that were similar. He ended up talking is into a Lazy Boy love seat with a console. This has become our biggest regret.

The first time it was delivered, the backing was completely shattered and ripped. The second delivery was not wrapped and was scuffed and filthy.

The 3rd was delivered "after" we went down and inspected it. Once we got it in the house we became aware that the measurements provided were inaccurate and unable to fit in the living room. We contacted them again and told them this is not what we were told and we "allowed" to bring it back for another loveseat.

We have now had this set for about 2 months and hate it. It is very uncomfortable, we told them that we had to have wall huggers...these are not, and they do not recline like a true Lazy boy should.

You can't even find covers for them that fit right.

We contacted the store hoping we could exchange them for something even if we have to pay the restocking fee. We were told no...there is a strict 7 DAY return policy. Who knows in 7 days how it's going to work for you. Unless you sit in it for 7 straight days...there is no way to know.

We feel that we're were misled and can't believe that an establishment of this type can't work with customers.

Now they say I am stuck with $2300 worth of furniture that hurts my back and I hate. So exhausted and disappointed Sad

Desired outcome: We would like to be able to return the product for a exchange of what we were requesting to begin with.

View full review
Loss:
$3200

Preferred solution: Full refund

User's recommendation: Shop anywhere else

Pat E Tke

I was on chat with Rhonda earlier today. I want to order the black 2 seat recliner with power & console

I talked with Rhonda today. I would like to go ahead & place my order. Black 2 seat recliner with console & power
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Anonymous
map-marker Dallas, Texas

Customer service was terrible!! They were very rude!! Customer service was unacceptable!

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What I originally ordered was not what was delivered! After waiting nearly 6 months! AND the first time they tried to deliver the wrong furniture the footboard was broken at that!! Would not recommend this place!
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User's recommendation: Go somewhere else!

Fransel A

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Verified Reviewer
| map-marker Irvine, California

Poor return/exchange policy

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Very poor exchange/return policy for mattresses. Mathis Brothers is never about customer satisfaction. After your purchase and delivery, they dont care about the customer any more.I will never buy again from Mathis Brothers and will never ever recommend them to anyone. I would give no stars on this review if I could.
View full review
Cons:
  • Poor returnexchange policy on mattresses

Preferred solution: Exchange

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Cumberland, Rhode Island

Bad quality furniture. In one year lost its fimness and not confortable. Mathis representative say, it is normal and nothing they can do about it after only one year.

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Mathis Furniture - Bad quality furniture. In one year lost its fimness and not confortable....
Mathis Furniture - Bad quality furniture. In one year lost its fimness and not... - Image 2
Mathis Furniture - Bad quality furniture. In one year lost its fimness and not... - Image 3
Poor customer service and low quality products even though the furniture we bought is high-end products. Go somewhere else to buy furniture. They do not care to reply to email or phone
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User's recommendation: .Go somewhere else to buy furniture. They do not care to reply to email or phone.go to

Anonymous

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Chino, California

Horrible product and service

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This review is not about my original sales representative-Liliana was PERFECT! Unfortunately, as soon as a company gets your money, it's like customer service doesn't exist.

Fast-forward to delivery day: 3 guys came to deliver couches and a bunk bed. It included set up. The couch was poorly set up and we had to tell him twice that something is wrong. He finally fixed it.

Next, they were working on the bunk bed upstairs and even though two adults were in the house, they just left. Didn't tell one of us that they are done or leaving so we can check their work. When I went to check out the bed- 7 screws were missing! 2 werent even screwed in and it was stripped.

The screw thats stripped caused a crack in the wood bed. I called 6 minutes after they left (checked the cameras to see when they left) and was told nothing can be done

I spoke to a Chaka Khan- told her my issues, she was going to get a bed sent the next day. I asked that it be here before the late afternoon. She stated that should be fine and she would call me later to confirm.

That call never happened.

Next morning I call and get a Theresa. Told her the issues and she said sorry nothing can be done and your delivery is set for 315-515 I asked to speak to a manager and she said she is a manager. I requested someone else and got a Lisa who stated Theresa was a supervisor, not a manager. Lisa saw that the delivery that was supposed to come today was only a hardware delivery.

They were never told that the bed is broken also. I specifically told Chaka Khan that and she checked if the bed is in stock and would have a new one sent.

Lies after lies after poor delivery service.

I will never order from here again, and we have 3 more rooms to furnish, including new mattresses.

Lisa will refund me my delivery charge and I will call to have the $100 Mathis brothers rewards membership refunded also since I wont be coming back here. I will also be sure this complaint gets to corporate offices.

View full review

User's recommendation: Have a ton of patience

Anabel B Dol

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
| map-marker Ontario, California

Mathis brothers refused to fix my problem

Mathis Furniture - Mathis brothers refused to fix my problem
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A sofa that was put together wrong and mathis brothers tells me there is nothing the can do about it
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Preferred solution: Full refund

User's recommendation: Don't shop there

Anabel B Dol
map-marker Ontario, California

Bad customer service

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Mathis Furniture - Bad customer service
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Really bad experience and Matthew's brothers is telling me that there's nothing they can do You can clearly see its not aline its of about 1 to 2 inches they They don't want to replace
View full review
Loss:
$1417

Preferred solution: Full refund

Darryl W Nbj

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Verified Reviewer
| map-marker Irvine, California

Terrible service, no follow up, terrible record keeping

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Deserves 0 stars! Placed an order on July 5th for Oct delivery.

Called early Oct to check on status only to learn our salesman Brett was no longer there. Spoke to his manager Jeffrey Cooper. We were advised it was now scheduled for Nov. Called early Nov and was end of Dec.

Ive been calling every month and told it was still delayed. It was supposed to be in end of April. When I called now I was told it was delayed until June 26th. Had to call Jeff Cooper again.

He was going to look into and have someone follow up the next day. Of course this didnt happen and I had to track him down again. Both agreed this was taking way too long and no guarantee it was on track for end of June (with delivery in July) so we agreed to cancel the order. We have a receipt for our $1500 deposit on July 5th but their records are showing $1250.

They do not have accurate records when it comes to purchasing multiple items on different dates as we did. For a company that markets itself on superior customer service Ive never had to work so hard to get status on an order and/or getting a refund processed.

Trying to reach the head of sales out if their corporate office in OK but getting a complete runaround.

Too many other furniture companies out there. I will never shop at MB again and Ill be sure our circle of influence knows and hopefully they will not shop for furniture here either!!!!

View full review
Cons:
  • Terrible service and record keeping
  • Terrible service

Preferred solution: Full refund

User's recommendation: Stay away!

Anonymous
map-marker Bellflower, California

Charged my credit card without delivering the products

I had very bad experience with Mathis Furniture store in Irvine. I ordered furnitures early this month, the store charged my credit card but they never deliver the products to me. I called the customer service and they said the order was cancelled and the store manager will call back to me. They never called me back. I then filed the charge dispute from the credit card company. The credit card company contacted Mathis Furniture but Mathis Furniture didn't reply to them either.
View full review
Loss:
$5
Cons:
  • Bad customer services

Preferred solution: Apology

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