Mathis Brothers Furniture
Reviews and Complaints

I have been a customer of mathis brothers since buying my first living room sectional in 1982. Over the years I have spent 10's of thousands of dollars with the mathis brothers. I've seen good changes such as eliminating the "shopper stalkers" sales practice. I've also seen some not so good changes like the demise of "customer service"... Let me explain. It used to be if there was a problem with furniture being damaged when it arrives they would just replace the damaged piece. Well, that seems reasonable and what I would expect of any consumer product that I purchase.
The companies new policy of not replacing damaged furniture with a new piece but instead "repairing" the piece is simply bad business in my opinion. My most recent purchase had one chair that had damaged legs and I was told I would have to bring the piece in for repair or pay to have it picked up... Wait a minute! I paid to have it delivered and it was either damaged during delivery or was already damaged and now I have to bring it back to you for repair! Wtf...

Ok, so I take the chair back and leave it for repair. When I went to pick it up only one leg had been repaired, the other three were badly scratched and not at all "new" as one would expect so, I was told they could order new legs from the manufacturer. After about 8 weeks had passed I never heard back about the repair so I called and was told that the manufacturer had sent the wrong legs and that they had been re-ordered. Well don't you think it would have been nice to let the customer know about the delay? So now I am looking at another 4 weeks for the new legs to arrive... When I asked if I could just get a new chair I was told they could not do that!

Needless to say I am completely dissatisfied with how this situation has been handled. When I finally do get the chair back every time I look at it I will have a bad memory of how the mathis brothers handled this situation. I will also feel the need to tell all my friends about what to expect if they buy from the mathis brothers.

I purchased a queen size mattress on June 17th. We told the salesman that we wanted the same mattress that we had purchased in 2016. last night June 23rd was the first night that we slept in the new bed. It is not the same mattress at all. This mattress hurts our backs and won't work for us. I called and asked to exchange it to a different mattress, and I even was willing to go up to a king and a more expensive one. I was told no. I wasn't given the opportunity to purchase this with platinum rewards either. If I had been told about exchanges and returns prior to my purchase, I would have chosen to be a platinum rewards member. this matttress, box, and mattress pad totaled $1077.86 . If you look back at all of the furniture I have purchased from Mathis Brothers, you will see I have spent quite a bit. I find it very frustrating that you all won't work with me to make this right.
My email address is [protected]@sbcglobal.net
Thank you!
Stacie Skelton

Recently purchased a bed, night stand and Chester drawers from the main store in OKC. The next Saturday we went to the Mathis outlet to look at mattresses, while there the salesman showed us a raised platform for the mattress. We decided to purchase it. Fast forward a few weeks as our bed was on back order, they delivered our mattress and platform. A couple of weeks later they came and delivered our bed and set it up. I asked them to install the platform after they put the bed together. When they were finished they told me they could not place the platform on the bed as it was not strong enough to support it. I called and spoke to a lady at the outlet store and she put me on hold for 20 minutes so I hung up and called back. Spoke to a gentleman and he spoke with the manager and they would not let us return it as it was sold as is! I asked him how we were supposed to know if it would work or not and the salesman did not ask what kind of bed we bought. Our bed has drawers at the foot of the bed. He put me in Hold again and when he came back he said they would not let us return it as they had called the manufacturer and they said it would support the platform. So who are we to believe, the employees that have been trained on the installation or someone supposedly calling the manufacturer. Someone us lying, so who do we believe. I have a house full of Mathis brothers furniture, but this will be my last purchase if they can't come up with a solution.

So my husband and I went into store and purchase a sectional and also rug. We done the delivery and sign up membership . The salesman told me that we purchased the last rug. So it was set to be delivered 4-6-19. So on 4-5-19 I received text to confirm order and I see the rug was not on order so I called and spoke with someone she told no problem not to worry and that when they deliverEd my sectional the rug will be with it as well. Well that was the first lie I was told. We got the sectional but no rug. The delivery guy told me his boss told him that not to bring the rug. So I called to store and spoke with a very rude and hateful guy and he told me that they sold the rug and we would have to wait till next week to receive rug because out of stock . Then he goes you want to speak to someone else . So putting a manager on phone . I waited over 20 mins and they guy would pick up phone and not say anything and then back on hold. Then another guy answered and I ask him if he was manager and he said no. So basically that other just sent me to another salesman or rep not manager like he said. So that guy sent me to manager . I spoke with him (I have his name u will have to contact me to get it) he told he look into the rug issue and call me back. Who he'd he did, told me sorry but I would have to wait till 4-11-19 to get rug bc out of stock and that the one they sold me was on floor and they not supposed to sell the floor model. He took$200 off purchase ( supposedly ) . Then told what time on 4-11 I told him will have to be delivered after 4 . He said no problem . I told him tje section is on hardwood floor and I hope not scratch due they is why I purchased the rug to protect me floor. Then manager call back Wednesday and told they can be delivered between 11am-1pm . I told him when I spoke to him 4-6 it could only be delivered after 4 do we work no one home . He was sorry can't do delivery that late u will have to wait till Saturday 4-13-19. I told him we discuss that on Saturday when sectional was delivered that it would have to be after 4 pm during week and I have to not set on my sectional to avoid scratching my floor. He was sorry u will have to wait. Like I told him that I purchased the rug and there was 1 in stock and then sold out from u see me and now I have to wait and it's not my fault . So then on schedule for rug to be delivered on 4-13-19 bc I didn't have choice due Mathis brother reps messed up. The manager stated he would call me back to confirm it will delivered on 4-13-19 for sure. Well never heard back from him. Then the same evening I received a call from Mr Diamond he was confirming my delivery for 4-11 for 11am-1pm I told him I already spoke to manager and told that time didn't work for me . Also told him manager was scheduled for Saturday on 4/13 . He stated tonhabg on and apologized for inconvenience. He stated he Change delivery "for 4/13 . He told me he would call me back do to the ongoing issue with not receiving rug and not getting call back from manager to confirm delivery and also manger losing about delivery time .m, that I would receive a gift card or something . And now of course I didn't receive a call back from either. Here is the problem one u sold rug out from underneath me and told it would be delivered with my sectional. Also rep was rude and lied and disrespectful period. Then manager tell he delivery on Thursday after 4 pm which is a lie and the supposed to call back to confirm order. My sectional on my floor that I Hope is not scratch . Then another manager calls same day and confirms the order for the wrong time again for the date that the other manager was supposed to change. And then tell me he will call back and get me a gift card and never does. Also I was told my account t was never noted so I believe you guys have terrible customer service . I worked in customer service for over 12years. Also if any confirms order or access customer account I would recommend they not account so that customer does go over this 100 times . I want a email back or a call ASAP. Bc I am not happy . Bc now I spending another Saturday waiting on someone to deliver a rug that was told to me would be delivered same day as sectional.. I want a call back this time ASAP

Thanks Amy bunch
[protected]@gmail.com
And u can find my order with my number .

My husband, Tony and I have been long standing customers with Mathis Brothers.in fact, Mathis Brothers is the only furniture store I have purchased from. The reason I have continued to be a committed customer is because of the quality of furniture you have delivered and because of the awesome customer service we have always received. We purchased a USA Leather sofa and recliner in Sept. 2017 for a new home we bought near Fayetteville, AR. Since, the recliner has been in the service department twice for repairs. As the days go by, my frustration continues to grow and my anger increases. Our recliner was picked up 2/9/19 and taken to the Springdale Distr. Center. After approx. 4-6 weeks, my husband called the svc. center to check status and was told it may be another 4-8 weeks before they would receive the parts. I have made numerous calls to the Tulsa location, requesting to speak to a manager and to no avail. We are still without our recliner. Last night was the last straw. I spoke with Michael Fischer who identified himself as a manager on the afternoon of Sat. 3/23. He promised me that he would call me the following Monday (yesterday) to let me know what was going on. By 6:30 pm, I still had not received a call. I called him and he asked about an email that he forwarded me on Sat., which I did not receive (invalid email address) and in the end passed me to another individual named "James" the Asst. Mgr. of cust. service and told me that for all my trouble they were sending me a gift card. I still do not have any answers as "James" is out on vacation today but when he returns he will let me know what the progress is on my repair. I am behind disbelief at the poor accountability that everyone I have talked to has. No one has made any serious attempts to resolve my issue. Please, please someone with dedication call me. I never thought I would say this but at this point, I will never do business with Mathis Brothers again nor would I recommend your company to anyone. This is ridiculous, I regret even purchasing the recliner! I have an email and a text message but I am not able to attach them below.

Melisa Aebi
[protected].

Date: 12/26/18
Order: [protected]
Ontario Location

I purchased a clearance mattress for my son for Christmas that the sales person stated was firm and just a display model. I asked him how long do they change display models and he said every two weeks. My mattress is 100% defective. It's not hard, nor soft. The mattress caves in in the center and is not sleepable. After speaking to the Customer Service Manager Jennifer, she pretty much brushed me off, and acted like she didn't want to help me. She wanted to give me a number to some random company to put the blame on them. Mathis Brothers sold it to me, not some other company. I did business with Mathis Brothers. I've purchased so many pieces of furniture from Mathis Brothers just to now be treated like they don't care. This is truly hurtful and disgraceful. My teenage son doesn't have a bed to sleep on and Mathis Brothers doesn't care. Jennifer needs to act like a manager and stop saying "yea, yea, I don't knew what to tell you. " Be the problem solver that you were hired to be and help me fix my problem please.

We purchased a sofa, chair and ottoman in June of 2016 at the Ontario Mathis Bros. store for $1984. We started noticing problems with the furniture around January 2017, Springs popping out the bottom of couch, padding deteriated in the couch & chair arms, seat and back cushions collapsing and the ottoman slanting to one side. We called in March 2017 and explained the problems and were told that it was covered under our warranty as it was less than a year old. We explained that we had several gatherings that we needed the pieces for over the next 2 months and were told to call back for pick up in June. The pieces were picked up on 6/19/2017 and repaired then returned to us on 6/30/2017. We were happy with what had been done and we informed that the repairs had a 1 year warranty. The furniture started breaking down around Dec 2017 and we called to advise Mathis bros of this but could not be without pieces at that time. We called on March 6, 2018 and spoke with Lisa to arrange a pickup date and were told someone would call us back. We called again in May with no response. On July 20, 2018 we called and spoke to Cynthia who said only the chair and sofa would be repaired, the ottoman was an accessory and quote "We would be out of luck on the ottoman". I asked several times during this conversation for a supervisor or for a number I could call to get this resolved and she said there was no supervisor or number I could call. She said I could call back the next day speak with a Mgr. named Jennifer at [protected]. Over the next 2 days I called and left 3 messages for Jennifer and my calls were not returned. On 8/22 I spoke with Jenneth who tried to get me a mgr. named Michelle as Jennifer was never available. Michelle returned my call and agreed to take all 3 pieces as all 3 were faulty and repaired the 1st time but we would have to pay $90 for pick up. We explained that we feel the $90 should be waived as the furniture is faulty and has been repaired and now requires the repairs to be repaired. We have had several discussions with Michelle, where we have asked for a corporate number or someone higher than her and she continually responds that there is no one above her and no corporate office. We find this hard to believe as we have since discovered this online complaint email. We feel that Mathis Brothers should stand behind what they sell and waive the $90 pick up fee to repair the faulty furniture. We are very concerned that after it is repaired a 2nd time it will start to deteriorate and come apart again within a few months. We believe at this time a better resolution to the faulty furniture would be to issue us a full refund or a store credit replace the faulty furniture. We look forward to hearing back from someone as soon as possible.

Respectfully,

Mitchell & Kelly Morales
[protected]
Cust# [protected]

We purchased our dining room set on 11/4/17. As we approach our 1 year warranty, I would like to resolve this issue as soon as possible. A few days ago sitting on the tall bench model # WIN - DFDT45524 the piece of long wood at the bottom that one would be used to rest feet suddenly broke! Jenneth Garcia at customer service in Ontario CA where it was purchased told me, " that piece of wood is part of the frame not intended for feet." I would strongly disagree since it is a countertop dining set. Not intended for our legs to dangle. She had requested pictures of the broken furniture and would review our claim. Pictures were sent to her via email. Today she called and concluded that the damage to the bench was deemed customer responsibility and would not be covered under the warranty. She also stated our furniture protection plan we additionally purchased would neither cover the damage. I re- read the back of my receipt under warranties and it explains in shop repairs will be made for materials or workmanship defected. Or not covered due to customer abuse or neglect. Apparently customer service blamed us for the damaged bench. It is a big assumption on their part without proof to assume we intentionally broke the wood! We have been long time returning customers to Mathis Brothers and has always been our first choice to buy furniture. We have always been treated kindly by your sales people. And we would like to continue to bring our business for years to come. But understand in all fairness, for a dining room set that is not even a year old yet. The " foot rest" breaking does show poor workmanship.

Thank you in advance for considering my claim.

Yolanda Roberts
[protected]
[protected]@gmail.com

Order #[protected] September 30, 2018
I was called on Wednesday 9/26 stating my sofa was ready to be delivered. They wouldn't schedule it until Friday and said I would have a 2 hour window. The email Thursday evening scheduled it until after 5:00. I called first thing Friday to inform them I would not be home after 5:00 and to reschedudle on Saturday. I was told it had to be 48 hours and they could deliver Sunday. The man said he would call me back. HE DID NOT.

I had been told I would get an email the day BEFORE delivery with a 2 HOUR WINDOW. I DID NOT.

Finally sometime after 1:00 PM TODAY I got an email stating they would deliver between 3:00 PM and 9:00 PM. They have not shown up... it is now 8:55 PM.

Not only did they not email me YESTERDAY, but there was not a TWO-HOUR window but a SIX-HOUR window. I am totally DISSATISFIED with your so-called customer service. I have waited all afternoon long for a NO SHOW delivery.

I ordered the Besteneer round dining table from Ontario location on July 19th. It was scheduled to be shipped from the Indio location. That is a 1.5 hour drive. I was told it would take a few days to ship down then it can be placed out for delivery. It is now August 7th. Nearly 20 days without the dining table I paid for. On multiple occasions I called to check my order. On multiple occasions I was lied to. I had been told my order was at the Ontario store waiting to be unloaded from the dock. The next day I called they told me the table had never left Indio store. My problem with this is the poor customer service I am experiencing. My total order nearly touched three thousand dollars and all I was waiting on was this table. 20 days is ridiculous not to mention the lies I was being told on where the table is. There is no reason why I shouldn't have had that table in less than a week. Finally I told the lady on the phone that I wanted to cancel due to this ridiculousness I am dealing with and she had no attempt to save my business. I am extremely disappointed in this store and the service. That dining table is still desired but I did cancel due to the poor service. Feel free to call me with any questions or reply via email. My order number is [protected]. I was really looking forward to this dining table. I may just have to take my business to Living Spaces down the street and see how their customer service is. I am not one to complain but this is absolutely unbelievable on how poor customer service is at this store and the issues of transferring taking over 20 days because after calling today it still showed it's in Indio.
Thank you. Feel free to contact for questions.
Mitch Massaro [protected]

The leather sectional we had replaced once due to peeling is having the exact issues but WORSE. We work 40+ hours a week busy on weekends, Of a family of 3. So the usage has been below average. But anyway you sit in the couch it is peeling. We thought it was a defect in that one couch. However, it seems it is the type of leather sectional, this sofa sold thru Mathis Brothers. I went with this couch due to the name, Bernhardt. I want to think you make better sofas then this. The peeling is HORRIBLE. And yes I have the insurance and there is a loop hole why it isn't or can't be fixed. They say it doesn't cover the issues with the couch. What are you going to do about a year and half old couch that has these issues? Im coming to you because your product is defective not ONCE BUT TWICE NOW. Make this right. Call me at [protected] or [protected]. I can provide pictures.

I purchased on 9/13/17 a new 82" live edge dining table and matching live edge bench. The bench and table had scratches when we unpacked them at home. We were promised by the salesman when we called to complain we would receive a replacement table and bench. This has not occurred. We are pretty surprised by the lack of customer service since we have been Mathis Brothers customers for many years.
I want follow up immediately on replacement of this furniture.
Thank you

Bought our sofa in november 2016 with the extended warranty, salesman told us they would replace with new furniture every time there was a repair needed, some metal bars were clicking together in recliner so we took it back (65 miles each way) in april 2017 and they gave us a replacement sofa. Then in october 2017 we took it back (another 65 miles each way) because the motor quit working on the other recliner and leather was waring on the back. No new sofa this time (so that was a big lie). They ordered the part & it took a month to come in. They called me and said part was in its way, then next week I called and they said part was still on order. I called the next week and they said they had the part. I called the next week and they said the part hadn't come in yet (i'm extremely confused and getting frustrated with thanksgiving coming up. No one could explain and acted like I never rec'd a call. I have the phone logs. I called again the next week and they said the part the rec'd was for the love seat, it the couch, so they had to reorder. I didnt have my sofa for family thanksgiving. It was horrible for the elders & disabled family members. So then comes dec. We make the same phone calls each week. It is a replay of october & november. Motor was fixed but they had ordered the exact same part (fabric) for loveseat twice again! I told them they needed to have my sofa fixed before christmas eve. It's getting ridiculous! They said they would deliver couch with motor working and come back after new years when they rec'd the correct parts for the fabric for the "sofa" and no charge on delivery. I said that was better than being without for christmas. They delivered it a day before christmas eve. I didn't complain. At least we had seating. They come back mid january and pick it up to repair fabric. The description on paperwork says loveseat so they mark it out and write sofa. Not a good sign. I wait a week and call to see if they have an estimated return date because I have another event planned and need seating. I assume they didn't come get the sofa until they had the part like they told me. I'm flabbergasted when the guy on the phone says they just ordered the part. What!? I told him they weren't supposed to pick it up until part was in. He read notes further and said he now read where it had come in and they had rec'd the wrong part. Omg! This is the 4th time they have ordered the same wrong part! This is the 4th month I have gone without my sofa! They have had it longer than I have. I want my money back or at least a new sofa! Customer service stinks! Someone is doing everything but their job! I can't seem to get anywhere. I will never ever buy from them again and I will tell everyone I do & don't know to dissuade them from buying there! What can I do?

On October 12, 2016 purchased a dining table set from Mathis Brothers. Shortly after purchase, I discovered that the table top was separated from the supporting section of the table. We contacted Mathis Brothers and the table was picked up for repair and returned approximately one month later, January 2017. On November 23, 2017, I attempted to open the table to insert the extension leafs. It was at this time, I noted that the table would not open. I checked the table and noted that the gears allowing the table to open were pinched, which kept the table from opening. This was the first time that I had attempted to open the table since its repair. It appeared that since the top had been removed and repaired, that when reinstalled it may have been over tightened or possibly some type of spacer was missing. I called the Ontario office and spoke to Michelle regarding my problem. I was told that it had been over one year from purchase and my warranty had expired. I attempted to explain to her that my purchase was only one month over the date and it had been less than a year from the repair time, which appears to have caused the opening issue. Michelle insinuated that my use was the direct result of the issue. I explained that, due to the holidays, this was the first time I had attempted to extend the table. When asked to speak to a corporate office or supervisor, she initially refused and stated she was the one who would make such decisions. After a period of time explaining to her that I was certain that there was a supervisor I could talk to and I was sure there was a corporate office, she stated that each office was independently owned and she did work for someone. After an extended period of time she provided me with a supervisors name and number adding that nothing would change. I called the number and left a message. This is not my first purchase from Mathis Brothers and this purchase was for over $3, 000. I find it hard to believe that Mathis Brothers would take such a line on a purchase that was one month over purchase date and less that one year from a structure repair. As to Michelle, she assured me that she was the only person I could deal with and showed no understanding as to my situation. As with the first issue even with a structure problem with the table all I ever asked for was a fair resolution to the problem. If this recent issue was a cause of my use I would have asked for technician and paid for the repair. Because of the circumstances involving the opening I asked that the repair be covered under warranty.

I bought new furniture for our new home from the Ontario store and had it delivered to our home in big bear which is 60 miles away so we had to wait for it to be delivered. It showed up on time and looked great but my wife informed me the drivers backed the truck into our gate with the lift gate on the truck and damaged it. They didnt care to wven say anything. I informed the customer service and said i would hear back within 24 to 48 hours. Well a week went by and i dint hear back so i emailed customer service again and now 4 days later no response.
In the meantime we had gone back and got more furniture and had it delivered again this time i got the wrong two pieces of my couch and the driver tells me he knew it was wrong when he picked it up but had to go off the paperwork. How can this be ok. So as i have family coming that night i had to drive to the store and waist 3 and a half hours on driving to pick up the rite piece when i paid for delivery. This is ridiculous

My name is Todd Lindsey, [protected].
The process started approx. 3 weeks ago, I was unhappy with a sofa and love seat I purchased nearly 1 year ago, I was told I would possibly be able to return it and purchase another set. After dealing with customer service in-store, they sent someone out for an evaluation of the furniture, he agreed the cushions were in fact prematurely breaking down and the mechanism was broke on love seat. He also stated the furniture was in immaculate condition and they probably would allow a return on it.I was told the only thing that could be done was to have it repaired (so it could do it again in one year). This is where everything went South. They came to pick up furniture (took off work two hours to meet them), they only picked up one piece after it was discussed with Customer service and told to me, both would be picked up. I called CS and they told me they did not know why...they would check. Manager said it was their policy to only get one at a time, yet the CS techs did not know this, spoke to three of them. Scheduled the repaired sofa for delivery and the pick up of love seat one week later (six hour window, take off work again to wait), they arrive with NOTHING, said they are only here to get loveseat! I call CS AGAIN, they have no idea why this happened, finally get to talk to a manager after 4 incompetent techs and a supervisor. The manager says she is sorry and assures me that it will be deliver on Sunday, I told her they told me that before as I waited for six hours! She assured me she would call, email and verify (Which I said should have been done the first time) and she would get a smaller window for delivery...so I waited another six hours on Sunday for my sofa, since now I have no furniture. Sunday comes and goes and no delivery! no phone call, no email...nothing! I am so sick to death of this ordeal, this is the poorest CS I have ever had to deal with, no one I spoke to sounded competent or the least bit interested in making sure I was taken care of. I was in the CS office three different times and every time, people on cell phones, eating lunch at desk, chatting with one another, no interested in being professional or tending to business, they need some serious training. and I need my furniture! I have done business with Mathis Bro for over 25 years and bought thousands of dollars of furniture, honestly there should be no reason why I could not have traded this furniture out to begin with, mine is in immaculate shape (less broke down cushions), the furniture is inferior and it really upsets me I cannot get satisfaction on this deal. I bought the warranty on this and I still cant get what I need. The biggest complaint is my dealings with your customer service and I still have no furniture. Each time I get a delivery and your manager assures me I will get a 30 minute "On the way call", it never happens...they are always 10 minutes down the road. I'm tired of taking off work and being put out for something out of my control, I paid decent money for this product which is not worth it at all and I am having to deal with this...unacceptable.

One week ago I wrote a complaint about how poor the customer service was at the Oklahoma City store. On Thursday of last week a crew came to pick up a section of my sofa for repair. The repair had already been authorized. The parts were waiting in the shop and were ready to be installed. I was told that the repairs would take two to three days. I called customer service again today (3 1/2 days after taking the section). I was informed that they had to order more parts that wouldn't be here for two to three weeks! Nobody bothered to call with the news!

In the mean time I have a gap in my sofa where the section goes and will have that gap for two to three more weeks. I'm done with Mathis Brothers.