Update by user Feb 21
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 the defective couch. Thank you Mathis Bros.
Original review posted by user Jan 22
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.
Product or Service Mentioned: Sofa.
Reason of review: Bad quality.
Monetary Loss: $2600.
Preferred solution: Let the company propose a solution.
I didn't like: Do not honor warranties, Bad customer service, Will not allow you to return defective merchandise.