Mathis Brothers Furniture Stores Reviews

Mathis Brothers doesn't care about it and now, neither do I. I will get new furniture if I can't get this cleaned by myself and I will NOT SHOP at ANY MATHIS BROTHERS FURNITURE STORE. Maybe Bob Mills or COSTCO. Beware of who you do business with and WHO TAKES CARE OF THEIR CUSTOMERS. Mathis Brothers and Ashley (owned by them in Oklahoma) is NOT THE PLACE! So, SAVE YOUR MONEY!

Now let the half truths and lies begin as the real deal about their exchange policy is you have to exchange the same size mattresses that you bought. "Would be nice if they mentioned this". Two twin XL is a King size, but nope you can't and additionally you have to pay $200 per mattress for the exchange. If you want to return them, nope that won't work either. So we have over 7K is mattresses that looks like we are going to give away as we hate this combination. Don't listen to what they say as it is lies and make sure you read every single page disclosure / disclaimer they make you sign in the mountain of paperwork at checkout as their words or lack thereof means nothing. Needless to say I have cancelled all the furniture that we bought corporately just in time thank the Lord and will be looking to take our business elsewhere and you should too. Buyer beware!!

Get my delivery 10/14/2021 & the paperwork I was finally shown, confirms the mattress I was given is $600 less than my original purchase & does not have all of the features of my original. I contacted the DM to ask could they at least throw in some pillows & was told NO. Instead of reducing their profit & swapping me out for my exact mattress they made me wait 2 1/2 months to get the new one delivered, at not even close to the price or quality & almost bragged that they knew the firm mattress is the most returned mattress they sell. Then a simple gesture of a set of pillows was too much. Will never shop or recommend Mathis Brothers again.

We were assured Bernhardt couches are top of the line with no sagging and springs are sound/good. Two-three months after we had the couches they started to sag. We called for an evaluation and the tech said they could not do anything. Now April 2021 two springs are broken. We called to have the couch be repaired. They refused to have the couch picked up due to our kids having gotten it dirty. It’s lived in, a light material and we have kids. Now we are having to schedule someone to clean our couch! We bought the cleaning package as well but I am sure that there is a loop hole with the cleaning as well. We are so dissatisfied and frustrated. As of right now we will never purchase from Mathis brothers again, and will never refer anyone to Mathis brothers.

After 21 phone calls and hours talking to "customer service", all we have learned is that we might have an ETA on the parts in a few weeks and that it MIGHT TAKE UP TO 12 WEEKS TO FIX. Did I mention that the sofa is stuck fully reclined in the middle of the room. So, we are stuck with no resolution in sight. DO YOURSELF A FAVOR AND SHOP SOMEWHERE ELSE AND SPEND LESS MONEY FOR BETTER SERVICE!!!!

So June 28th came and no contact so I again contacted them and they said it got pushed back to July 5th. All of course due to Covid. Which I understand and that’s exactly why I asked for a guarantee on delivery before I purchased and paid up front for all 7 pieces and warranties. So I asked to speak with a manager. A manager told me that half the furniture was in the warehouse and he could have it delivered for no charge because I already paid for delivery up front for the whole thing. So I said, "Ok thank you" so I would at least have something. So delivery was confirmed for Friday July 3rd between 10-12. So husband took day off work with no pay to be here. Delivery never showed. I called around 1:00 and they said, "Let me look into it and I’ll call you back."

They never did so I called again at 3:00. Same response from customer service. They never called back. I called again at 5:00 and and refused to get off the phone until someone told me what was going on and apparently our furniture never made it on the truck for delivery!!! I was furious. We waited all day and they never contacted us. We had to contact them!!! I decided to go to warehouse the next day to pick up and waited an hour because they couldn’t find my furniture. While waiting I called customer service and decided to cancel my other delivery for the second half and we would just pick up!

I asked for a refund and they made me call the accountant instead of them contacting me but whatever so I did and when they tried to refund me I found out they tried to sneak in a double charge for their club membership so beware and double check your charges. So they cleared that up. So July 5th and still no furniture and no contact. I called again and they said it got pushed to early August!! Mind you we ended up having to rent furniture because we had nothing to sit on in our main family room so we were now out even more money. Early August my husband called and got a hold of our original sales rep and he explained that we have been paying monthly for rentals and needed the furniture by the 28th so we wouldn’t have to renew another month.

She said again, "I guarantee it will be in by the 28th and I will refund you $100 and give you free delivery!" The 28th of August came and I received a text that our furniture is in and we can pick up but never received the credit and free delivery was supposed to be arranged. My husband called at least ten times between that date and today and could never contact Summer and never got a call back and could never reach a manager apparently. This morning we were on the phone for an hour trying to reach a manager to ask why they weren’t accommodating what was promised. We finally reached internet manager Marcus and he was so rude to us and told us “we never told you to rent furniture."

He didn’t want to give us delivery for free even though his sales consultant guaranteed it. We had to bicker back and forth until he reluctantly agreed to have it dropped at front door and not in our home unless we paid $25. Seriously you wouldn’t even give us a $25 delivery and set up in home. So we arranged for this Sunday the 6th for delivery at the door because I will never give this company another penny. The worst customer service I have ever dealt with!!!! Please don’t but from this company and I asked him, "So you are just allowing your sales staff to lie to your customers and it’s ok"!!! And he had no response!!! Just "This is all we can do"!!! Buyers beware!!!! Completely ruined my whole excitement over new furniture and I was planning on getting a new kitchen table from them but not now!!!!

After reporting problems 2 days after delivery... therefore within their 7 day window.... they didn’t replace the furniture... just kept sending techs who kept trying to say it was how it was set in room, etc. I’m talking at LEAST 5 times that family members had to take off work to meet them, bottom of couch finally taken in, parts backlogged for months, etc, plus every time it was brought back there was even more damage which someone tried to cover up with a sticker. Never just replaced the couch.... now... after constant contact with Mathis... a supervisor said she could only give store credit... This is BS and total horrible customer service. We will warn anyone we know about this crappy company... would rate 0 stars if could.

Original Review: June 26, 2020

Sorry to go full Karen on this review, but I feel that this probably happens all the time at this store and interactions like this go unchecked: when we went to Mathis Brothers, we were assigned a salesperson to help us, Taj ** (id **). We were there to see a specific desk we had seen online. Once we saw it, he asked if we were intending to have it delivered or not. We said no, that we only lived 20 minutes or so away from the store and that it would be an easy pickup. We asked if we could then put the item on a 24 hour hold to check measurements, he said sure and stated that because we put the item on hold, we wouldn't have to go to the warehouse.

He guided us to the front desk and instructed us to give our information. Then the front desk said it would cost us ten percent down in order to hold the item. Even though we weren't told at all that we'd have to pay, not wanting to appear cheap or insincere about purchasing the furniture, we put down the money. The next day we called ahead to inform them we were picking the item up, the warehouse said "are you sure?" and informed us that they did not have the item we had put on hold. I replied that it was fine, the store said we could pick it up from them and not the warehouse (the warehouse is over 2 hour roundtrip away).

After a brief pause he said okay and proceeded to forward me to retrieve the rest of the payment on the phone. I said "wait, I can pick it up from the store right?" He said, "I don't know, you need to talk to the store." I called the store directly and asked for Taj **, our salesperson. He got on the phone and after some prodding remembered us and then put us on hold after I told him about our phone experience I had. I was on hold for 20 minutes, with a few people randomly picking it up, not saying anything and putting us back on hold. Finally, the someone just flat out hung up the phone. What?

We called back and asked for a manager. Then we were told a manager wasn't available and they would call us back by the end of business day. I said that's fine but I only had a 24 hour hold and I don't want that to be an excuse by the manager that the furniture isn't available to us or that I'd lose the money we put down. She said, "It's fine. Someone will call you back by the end of the day." I received no such call.

We put ten percent down to hold something that they either didn't hold at the store or that we were never allowed to pick up. They were clearly no more in the warehouse even if we wanted to make the trip to pick it up either. What was the hold for then? It wasn't a lot of money, which is why I figured they didn't care to call us back or the salesperson felt like he could hang up on us. While I'll be disputing the minor amount with my credit card company, it's not about the money we lost, but the whole experience.

In the meantime, we have purchased other furniture for bedrooms and Mathis has lost out on a lot of business from us. If they could only be honest and reputable and offer something other than lies, they would have had our additional business and I would not be inclined to go all over the internet and tell everyone about our HORRIBLE experience. This is my first review and I plan to go to many more sites to share while we wait for some action on this situation. Rit Mathis has some nerve running constant ads with his face guaranteeing quality and service. he should be embarrassed of his company by now. As I said, while reading the reviews here, I can see that I am not alone in these feelings. Shameful!

Told Mathis Brothers to take them back (took another week). They said they would only charge $59 10% restocking fee and the rest would be refunded to my card. They decided to keep $220 and stick us with the delivery fee for delivering unusable furniture. HORRRRIBLE COMPANY, don’t buy anything from them unless you see it, touch it, smell it first. They will charge you the money and tell you to go jump in a lake. Bad business for sure. Will never buy anything from them again. Will only tell EVERYONE we meet about our horrible experience!!!

I explained that this was the third time driving 45 minutes there and 45 minutes home and I was extremely upset. He did give me a small discount off my purchase "for my inconvenience". When we went to the warehouse to exchange it we waited 25 minutes before we were even acknowledged. We made them take the third chair out of the box so we could test it. It had the same problem as the one we were exchanging. The customer service manager and their tech told us there was no issue with the chair, it was supposed to do that, even though I explained to them that the one in the store does not do that.

Finally our sales guy came over and explained to them that it should not be falling back down that way. They brought over a fourth chair and it wasn't even the right one. Finally the fifth chair they brought over worked the way it was supposed to. The only pleasant part of our visits was Jeff **, our sales guy. He was extremely helpful and very courteous and respectful. Other than him it was the worst shopping experience I've ever had and I won't be back and I'll share my experience with anyone that will listen.

I tried to give the mattress some time and see if over time it would be more comfortable, but it never did. I would wake up with leg pain and numbness. I’ve contacted Mathis Brothers numerous times to see if I can do an exchange and they never helped me. It’s been a nightmare!! I will not purchase from Mathis brothers again!

One of the end pieces delivered was the same as the other side, so two left-armed recliners. They called in and said they would bring back the correct piece back the next day. In addition, the middle reclining chair had no power and was not working. The next day I had to follow-up myself by early afternoon and ask what was going on with the delivery. After three more calls that day, by night, they said they don't have the correct piece in stock and that it would be a few days to get in, perhaps by Tuesday. I called again on Tuesday and they now said it's still on the water and would be about two weeks to arrive. I contemplated cancelling the order but decided to wait.

After two weeks I received an email to confirm delivery of the remaining piece. After confirming delivery I called to ensure that somebody would take a look at the chair with no power that doesn't recline. They next day which was suppose to be delivery day, we had to leave work early to be at home. We received a call ~ 1 hour before delivery time. They said that they don't have the chair in stock and that it would be another two weeks to arrive! I stated that this is not acceptable to continually be deceived and service requests ignored. I requested for the 5 pieces at home to be picked up for refund and the one remaining piece in transit to be cancelled; cancelling the entire order.

They arrived on February 22 to pick up the five pieces. I asked when I would be refunded and they said probably the next day once the return was confirmed. After many phone calls the next day and throughout the next two weeks to Ontario and corporate; being transferred multiple times, placed on hold for long duration of times with no answer, here's what's happened. Only received a partial refund for the five pieces. THE PIECE THAT NEVER ARRIVED THAT WE PAID FOR ON JANUARY 26 STILL HAS NOT BEEN REFUNDED...$879! Today is March 11 and STILL NO REFUND! They've done nothing short of take my money, string me along, and waste my time.

We told the sales guy we were both going on separate trips and if wasn’t happy with bed we would like to get exchanged before we left on trips. We tried to exchange and he said we could NOT exchange.!!! We did not like the split king.!!! Very hard for cuddling.! Do not like the hole it makes.!!! We also bought mattress covers for mattresses which they were out of, but I always cover our mattresses and all our beds have covers on them.! My husband said they said we could not go from split mechanical bed to king whole mechanical bed like we wanted to. Also I had to ADD soft mattress on top of new mattress to make soft for my comfort. So I also wanted to go for softer and probably more expensive mattress, but they would not let us exchange it.

I have never written a review, but had to tell of our experience. We will never go to Mathis Brothers again. We are retired and not happy about paying over 5.500$ for something that does not work for us. Especially when we were led to believe we could exchange it if it did not work for us.!!! I am sorry to say negative things, but feel people should know to be careful before spending their hard earned money on something they are not happy with.!!!

Now I am on this perpetual loop of this is what I am told but I never receive a call from Mathis Brothers back. I end up having to call in 2-3 days to follow up with them and now for 2 weeks I receive the same line from Customer Service. "Oh I see so and so has emailed them and we are waiting for a response. We will follow up with them again and let you know in 24 hours." Today I called because this is what I was told on Friday 1/31 and received no follow up and had to call today.

This time, the person who was emailing La-Z-Boy is not in today, so the girl Gabriella on the phone said that they would follow up with me in 24 hours. I told her that it sounds like this is just what they tell the clients but how do I know they even are following up with La-Z-Boy. I asked to talk to a Manager and she said that they would call me in 24 hours. So much for customer service. I told her that Mathis Brothers pays a certain amount to La-Z-Boy to purchase a Bulk lot of couches and then sells them in their stores. I didn't pay La-Z-Boy direct. I paid Mathis Brothers, if they are truly trying to get a refund for the money I paid, why can't Mathis Brothers make this right and refund my money direct and deal with La-Z-Boy on their own to get reimbursed?

I think they are lying to me and have no intention of trying to refund my money. There is no purpose in buying the warranty, they will just provide the customer with the same defective couches just to keep the consumers money. I know I won't receive a call back tomorrow, I just have to keep wasting my time from work to put a call into them to keep receiving the same BS answer from them that they are waiting for an answer that will never come. Money down the drain at Mathis Brothers.

I am still up at 3:47 am writing this because the mattress is so terrible I can’t sleep! What Mathis does not disclose when you get the mattress exchange plan is that it is only a one time thing and they also deduct $200 from your original value. And the base came faulty. Tried calling the very first week and I’m still getting the run around because they consider it a third party warranty. I’ve made many purchases with them and was looking forward to doing my entire house but this is such a hassle. I‘ll more than likely take my business elsewhere.

Neoka

Fast forward to 01/18, they called me a assured me the sectional was in and it had all the pieces so the deliver would be on 01/21 between 4pm and 9pm. They called at 4pm and stated they had to cancel my deliver AGAIN because it was missing legs. Even after the manager verified everything was there. The only thing they were going to offer me for all of this was free shipping (a whopping $50 off) and only $60 off the sectional. And it was going to take another month for it to get here. I cancelled everything and went to Bob’s. Worst experience ever.

The delivery crew hurriedly left and upon inspection of the furniture it became blatantly obvious that almost every piece of the furniture was either damaged coming through the door, was damaged in the box upon arrival and was assembled and installed anyway (without ever disclosing that information so the furniture could be declined) or was damaged upon assembly. This was brought to the attention of Mathis Brothers furniture and it has been nothing short of an absolute nightmare trying to get their Customer Service team to rectify the situation. As an added bonus, apparently their Protection plan covers nothing more than padding their pockets. All claims submitted to date have been denied for non-coverage despite meeting all the requirements including photos of the damage. If we had wanted IKEA quality furniture and customer service we would've payed IKEA quality prices.

There are so many sales people in the building, many of them are just sitting around in furniture playing games on their phones. Bottom line is, the sales people are a turn off. I feel sorry for them. Mathis brothers needs to seriously reevaluate their sales tactics. Honestly I go to Mathis brothers as a last resort because I hate having to deal with the sales people.

In October Mathis Bros. gift certificates arrived with a 6 mos. expiration date. I have no need for more furniture. That's why I confirmed it was to VISA cards. On 10/28/19 I texted Little Debbie at the phone number she provided asking when my Visa gift cards would arrive. Within 30 minutes Debbie texted back "Thank you for getting in contact with me so I can make sure you receive those." No sign of the two $100 Visa gift cards. I attempted to contact Little Debbie again on 11/16/19 but she stopped responding. It's sad that Mathis Bros would resort to making false promises just to make a sale.

Well today I get the delivery time and lo and behold delivery time is set around 1:30pm. So again, I call customer service and this rep tells me that they would not ever be able to accommodate anything after 430 because they don’t deliver that late, that’s a lie because my Saturday delivery time was from 3:30-6:30ish. He argued with me about how I need to find someone who can stop by for 30 minutes for Mathis to come by and fix it. That doesn’t work when you work 40 minutes away from your home and you don’t have family near you. Regardless, it was rude.

He then proceeded to tell me I should book a day when I’m off work, I shouldn’t have block my whole day out for to a small piece fixed. I told the rep to just schedule a time to come pick up all of the merchandise because I’m not happy with the product nor the service I’m receiving. I feel like I shouldn’t have to pay the membership fee that I signed up for because I will not be doing business there. I shouldn’t have to pay for a deliver fee when it was never set up properly. And I told him to cancel my current orders with them. At that time he told me he would just have a salesperson call me. As expected I’m still waiting for that call. I don’t think I should be liable for the restocking fee as I’m not even able to use the product as intended for.

We called Mathis Brothers again. This time the customer service stated we would have to come in and "hand select one". So, we go back to Mathis Brothers store and they were suppose to pull a few sofa's for us to look at. They brought one for us to look at and it was horrible. Customer service rep stated that we could have ours repaired, wait till they got a new shipment in, not expected to the end of Jan., get a credit and look for other furniture or get a refund. We stated we had to think about our options. We just had purchased other items to go with our "new" furniture and needed to decide what to do.

After walking through Mathis Brothers, Ashley, La-Z-Boy and the outlet centers we could not find anything that we wanted so we requested a refund. Customer service gave us the runaround, on hold and was hung up on, passed to other "managers". They stated that it was past the 7 days and we had to explain we only had the furniture 5 days and that included the original delivery, replacement delivery attempt and us going to the distribution center to "hand pick" a new sofa.

Finally she stated she would approve a refund but we had to pay a 10% restocking fee. Really? We have to pay you to give us damaged furniture....what a scam. We have requested to speak to another manager and are still awaiting their call. We will be filling complaints with BBB, ConsumerAffairs, dispute with our credit card company and are considering going to the news station. This is not right to pass these costs to buyers and by the looks of these reviews we are not the only ones that this is happening to. Our purchase was $5500.

Well come to find out Mathis Brothers is dishonorable company because they informed me they couldn't give me the price match because they wouldn't make a profit on the couch. They have a policy in place but won't honor their own policy because they don't actually expect you to find another store with better prices where they'll need to double the difference. The company is a complete joke and I'll be sure to continue to take my time spreading my experience in any and every place that allows for a review. Mathis Brothers you can thank your representative Angelica for why this review will be everywhere. Sales order number **, Angelica - Sales rep, (909) 919-2499.

Moving past that issue...To date, I've emailed 3 times to various email addresses to ask a question about the warranty and the $89.95 pillow she said she was giving me for free (the invoice doesn't reflect the discount), and I've received no response. The add-on accessory discount wasn't honored once I was quoted in writing, hence the reason I didn't purchase any. Had she have came through on her word and given me the great discount we spoke about in person, I would have purchased hundreds of dollars in sheets and pillows. I hesitated writing a bad review as I really wanted the experience to be as good as the moment I walked inside the store, unfortunately it isn't the case. After reading other reviews, it appears I'm not alone. I hope this review gets the attention of someone as my emails haven't (order #**).

Fast forward to today, I get an email saying that they are denying the claim because: “Due to the manufacture tags (serial/ model number) not being located on the item, and according to the contract guidelines we cannot further assist with the “lifting of thread”.” Mind you, I provided them with the model number as it is on my furniture protection plan receipt. I contact them directly again to explain to me how it could be denied based on this… I mean it is not my fault serial numbers are placed underneath the cushion where it’s going to wear out. I was then told that they do not cover even if they did find the serial number as it is not an actual tear. Really? I am so upset and considering pursuing this legally. I was even told that not even the manufacture would cover the lifting of thread during the warranty and that statement is incorrect.

When the mattress was delivered there were no boxes. Everything was just wrapped in plastic with no markings like we were given a used mattress plus we received no paperwork like instructions/warranty etc. When I called the store to complain about this the person was shocked it didn't come in boxes and told me to look up on the internet on how to assemble the bed since customer service was already closed. We figured out on our own how to put the bed together (when delivered the driver/workers didn't offer to assemble or anything. They just gave us the wrapped plastic bags, had a sign we had received it and left).

My husband slept one night on the mattress and it severely hurt his back. We've purchased mattresses from Mattress Firm and Tempur-Pedic and both has 100 day trial and if not satisfied they issue a refund. When we called Mathis brothers we were told there was no return/refund policy, I was outraged at this. They treat long time customers like dirt. I will never purchase anything else from mathis brothers again! Now we're stuck with a $2,300.00 mattress we can't sleep on and they could care less.

When I was preparing the chairs for the pick up I noticed a tag, the tag said "PACIFIC STEEL BLUE, BY SIMMONS" WTH!!! They were NOT gray, false advertising, bait and switch in CA. But they still want me to pay the delivery charge for chairs I did not and would not have ordered! This company is hard to deal with, I sent a very detailed email regarding the law in violation they are still sending me statements. Oh, before I forget they stated I broke the arm of the chair and the chairs were dirty.... I only had them for 5 days, that was such an insult!!! Best advice go elsewhere q and do not purchase online!!

Being a senior citizen with back problems I told him I couldn't possibly unload and move the mattress into my home. What did I pay the WHITE GLOVE delivery charge for? He suggested I get a neighbor to help me unload the mattress. Can you imagine driving through Tulsa at night with a mattress tied to a little Nissan? What a ridiculous solution! Then the manager says he'll give me $200 back on my credit card and deliver the mattress next day. The saleslady called back but only to tell me "it wasn't her fault". The mattress was delivered the next day. The credit wasn't applied to my card so I called. The manager tried to change the agreement and just wanted to give me an in-store gift certificate to buy more from Mathis. I insisted on the credit because I will never set foot inside Mathis or Ashley store again.

The cashier promised to call me back because another manager had to authorize the credit. She never called back. The next day I called again and after a long wait on the phone I got a commitment for the credit. Mathis WHITE GLOVE delivery "providing the industry's best customer service is our priority" and "exceeding your expectations" statements on their website is a joke! The service was horrible and they should be embarrassing to employ managers who handle botched deliveries so poorly.

Made it home with the furniture, unloaded the furniture with the help of 2 other people to the garage. Removed the plastic covers and miraculously found damage on the furniture. Damage that was caused prior to the pick up. Called 1-855-294-3434 to inform them about the damage. I was told to load them up again and return them for an exchange.. 1) I was not about to load up the furniture and do this again. 2) They actually told me that it would be 2-3 weeks before they had sofa or love seat in because I had just taken the last set. Decided to go to the Mathis Brothers store to see if I could talk to a manager and figure this out.

Talked to Charles - Sales Manager and express my concern and informed him that this should never happen to a customer. I requested an exchange and concession for the inconvenience and horrible customer service I was receiving.. of course he ignored my request for a concession and only guaranteed me an exchange by the end of the month (end of July).

Yesterday 8/3/19, a little after the end of July but definitely August. I decided to visit Mathis Brothers to see why no one had ever called to update me on the exchange. Talked to D’Adrain - Sales Manager and explained the whole situation and he offered me a $200 gift card if I went ahead and exchanged the furniture out just as it was supposed to happen by the end of July. I told him that I didn’t want a gift card because I didn’t want to ever shop at Mathis Brothers ever again because of this horrible experience. He said, "No, that’s the best you’ll get and you’re lucky that you’re getting that". I expressed my concerned and told him that I didn’t want the gift card and he said to return what I had but that I would pay 10% restocking fee. What? Why?? The furniture was damaged; why does 10% have to be deducted from my return.

I asked to talk to another manager and he said that he was the manger and that if I talked to someone else I wouldn’t even get the gift card and that I would still have to pay the 10% restocking fee. I went ahead and walked to the customer service desk and talked to Ashley, explained the whole situation to her.. again... Surprisingly she could not offer me anything better than what D’Adrain offered but she said that I wouldn’t have to pay a restocking fee because the furniture was damaged!! Finally someone that understands and knows what they are doing.

It is ridiculous how Mathis Brothers trains their managers to be manipulative and unethical like that; why would he lie and say that I would have to pay a restocking fee for damaged furniture? To guilt a customer into keeping the furniture; that’s why. She went ahead and scheduled the exchange for Monday 8/5, I asked her to note down that I wanted a better concession than a gift card and she said a manager would call me.

Today (8/4) I’ve been in communication with David ** - Sales Manager? from the Ashley store here in Tulsa. I have explained to him the situation and he has attempted to acquire a better concession for me, but after talking with the Ashley customer service they said that they would not do anything else for me. David ** also expressed how his hands were tied and that he wish he could do more knowing all the trouble I was going through.

Mathis Brothers/Ashley Home Store why do you treat your customers like this? Is this normal? Do you train your managers to lie and guilt customers into paying for restocking fees that are not valid? Is it normal for you all to have a nice show room and then a crappy warehouse were employees don’t know what they are doing? Is this unethical and horrible customer service practices a normal part of your business?

We had everything timed out just perfect. They were to deliver them on Friday and we were moving in to our condo we just purchased on Saturday so I sat at the condo for quite some time waiting on them. They finally arrive (late), unload the love seat, set it up and all went well. Then they unload the sofa and here is where things start to go bad! They put it together but it wouldn’t work. They make a call and say they have to take it back and won’t be able to bring another one until Monday. So I say wait. We had this all planned out so we would have them here when we move in tomorrow. He apologizes and says he can’t do anything about it. We made some calls. They finally agreed to get it there the next day.

The same guys arrive to deliver it and they are rude and you can tell they are mad! But they unload it and put it together. Then walk out without putting it where it was suppose to go. Now remember I stated this is a heavy sofa. We were not happy but got it where we wanted it and called it good and said well things happen and we went back few days later to get bedroom furniture. We both got heavy duty bedroom furniture. Not cheap either. We pay for it and pay for white glove delivery so they will set it up and everything for us (just as we had the first time). They bring it. Same delivery guys. Get my sisters in and put together (we thought).

I am sitting there watching them bang my headboard on the wall and railing as they are going up stairs. I clear my throat to let them know I am watching. A few minutes later they are coming in the front door with my dresser which they proceed to run right into the doorway. Not only ruining the dresser but also putting a big gouge in the door frame. Ok now I’m really irritated. They don’t say a word but I immediately call the sales manager we met when buying our furniture and told him what had happened. My sister called customer service and we were both told they couldn’t bring it until Tuesday (this happened on Saturday).

Ok now we are really irritated. Linda made several calls to no avail. Then on Sunday she discovered that they did not hook her Usb port up on her night stand. They did on mine but not hers. Then she noticed when they put her bed together they cracked the bed rail. So she calls again and tells them do not send the same delivery people so was told then It would be Thursday. Ok. Fast forward to Wednesday.. We get a call stating that they will have my dresser and her bed rail there around 5. So we feel slightly better now.

Then they arrive and it goes downhill rapidly from there.. One of them was the same guy that had ruined the dresser. they brought the wrong bed rails to start with. Then when Linda pointed out we paid for the white glove delivery so that everything would be set up and in place the guy looks at her and says no.. THAT JUST MEANS WE DON'T GET YOUR ** DIRTY!!!! After another call to customer service and the sales manager they did put the usb port on. However, she had told them where she wanted her bed but they just left it where it was and did not move it. So now they can not get her bed rails here until “Maybe Friday “ is what we were told!

This morning as we were leaving we discovered they had left the storm door open and when we tried to close it discovered they had somehow pulled the hinge from the door frame and it would not close. My sister called and after getting passed around several times and having to repeat the whole long story they did agree to send someone else out with the bed and they would put it together correctly. They will also fix the storm door today. While I do appreciate that I don't feel like it is enough!

I have never in my life written a bad review on anyone. However, this was the most ridiculous fiasco I have ever experienced. It has been almost 2 weeks since this all started and we still don't have everything. We are both in our 60's and thought we had all of our bases covered on getting this all done and we did pay extra for the so called "white glove delivery" so that we wouldn't have to worry about moving things and getting it all set up. What a joke that has been! We had a table and chairs picked out however I believe we will find somewhere else to buy one!!! So Mathis Brothers.. We are done!!! Never again!!!!

They sent me a copy of what it covers and listed it says rips and tears. Does NOT indicate that it cannot be from an animal. There is very minimal damage and the rest of the couch is in perfect condition. The sales reps misinform the buyers and tell them about this great warranty that covers NOTHING. It’s very disappointing to read about all the issues other customers are having about the same issues! I guess next time we will not purchase from them and definitely not buy any kind of scam type warranty. STAND BEHIND YOUR PRODUCT/WORD, it’s not that difficult. They find any excuse not to cover something. I guess it’s a way to get an extra couple hundred dollars and provide no service in return.

To have a high line company such as Bernhardt not "vat dye" their leather is completely unheard of. Of course, the horrible customer service department at Mathis Brothers acted concerned for us in the beginning... and kept this nightmare going for months and months with no resolution. Finally, they said they would send a technician out to "repaint the leather"!!! I have never in my life ever heard of anything so stupid! We will NEVER purchase anything again from this fraudulent company. Ethan Allen in Pasadena would NEVER have treated us in this manner. We will not be back to Mathis Brothers!

We assumed it would be covered because we contacted them and made a claim 2 days after it happened. We were told “FPP does not cover more than one spot of damage to an item per your contract.” WHAT?! Even though I gave all the details and called within the 5 day time period, my furniture will NOT be fixed because it incurred more than 1 scratch. What a joke. Please save yourself several hundred dollars and do not buy their deceptive, non paying Furniture Protection Plan.

I went to make a claim today as a black mark appeared on our sofa. Yes, we have children. Which is why the sales associate said the plan was such a "no brainer!" I couldn't tell what the black mark was from nor how it got there. Filed a claim and it was denied again because I couldn't tell them what the stain was from or how it got there. Seems that trying to sell a supposedly "no brainer" protection plan to parents with children is deceptive and misleading! I was only given the coverage details of the protection plan once I checked out as it was attached to my receipt. This led me to believe the plan would cover exactly as the sales associate made it appear to be. I have read other reviews from those who have purchased the misleading Protection Plan with similar experiences.

In the last year out of 111 Consumer Affair reviews of Mathis Brothers, 62 of those reviews were for less than 3 stars. A majority of those were 1 star reviews with several people wanting to give less than a 1 star review. With Mathis owning much of the furniture market here in OKC it seems once they have your money their desire to meet your service needs and care for you as a customer is severely lacking. Due to this seemingly deceptive plan that was sold to us and their unwillingness to hold up their end of providing the service we were sold, it has us definitely reconsidering ever purchasing from them in the future.

So, on the way home I called my bank's automatic system, and my bank is showing 4 debits pending for this amount so, needless to say, our experience was okay, but they really need to know what they are doing when it comes to people's money, debits cannot be voided out so, now tomorrow after working all night I am going to have to call and talk to my bank, because I do not have 3,0000.00 dollars in the bank to cover 584.90 4 times and I am not going to!!!!

Original Review: May 11, 2019

Bought a dining room table set with two chairs and two different very expensive chairs three weeks ago. The two leather castor chairs for $679 ea. were on back order. So much for their statement that all items are in their warehouse ready for pick up or delivery. We were told at the time of purchase that the chairs would be in the following week. My wife has called them four times and they don’t have any idea when or where the chairs will be available. She has left three separate voice mails on the salesman’s phone to call her. No one will return her calls. This is the last business they will ever get from us. This is not the first time we have had problems with them. Obviously, all they care about is sales. Chris, Oklahoma City, OK.

In regards to Mathis Bros customer service. I had to complain to Consumer Affairs to get this done. Not cool. Your customer service girl who took my call did not give a crap about my issue and the customer service manager was not much better.

The bottom line is this: Always try to take good care of your customers. Why? Its the right thing to do! Customers could return for future purchases providing their customer service experience was good and maybe they send will send a few friends.

Original Review: April 27, 2019

Updated on 04/29/2019: Mathis Brothers will only respond to its former customers if you file a complaint with ConsumerAffairs. Mathis Brothers responded stating I received excellent customer service. I did not. They were rude, unprofessional and tried to charge me for a defective product. I paid over $4500 for my bedroom and living room sets. The original tags are still dangling from the drawers. I spoke to a local repair shop and he stated that Mathis Brothers keeps him busy. Mathis Brothers will not honor or repair their FLAGSHIP “Ashley”. I suggest you purchase from a company that respects your business and money.

Original Review: Called customer service to have a service man come out and repair the drawer guides on several drawers. The tags are still on the furniture. I put the furniture away while I was away on military duty. When I returned, I moved everything into my new place. The bearings from several the drawer guides started falling out. I pulled the drawers out and found loose bearings everywhere. I looked at the drawer guides and they are cheap made in China crap. Mathis Brothers sent a tech and he agreed. They were cheap made in China drawer guides. He said he would get them ordered and return to install them.

Two weeks later, Mathis Brothers customer service manager called me to let me know they can order new drawer guides at my expense, $25 per set X 3 sets. Same made in China crap. I said no thanks. I already paid thousands of dollars for the furniture and they should honor their FLASHIP brand. The customer service manager refused. I will never buy from Mathis Brothers again and I will tell all my friends of my experience. I’m sure my opinion will get heard. I am employed by the largest employer in the America????

We went to pay for it and was talked into an extended warranty for $ 359.95 that we should buy this warranty to make sure everything was covered. Well the furniture started falling apart on us so we drove down to the store we purchased it, and lo and behold wouldn’t you believe that we were told that the color on the furniture was not covered. The stain on the furniture just started coming off and totally discolored. The premium leather we thought we bought was peeling from the material it was glued to. The plugs for the recliner were coming out of the back of the chair. The stitching on the chair was coming apart, we we’re told that’s only warrantied for a year. So please don’t waste your money on this company. Let my experience and others on this boards experiences help you make a better choice for shopping.

The person at the service desk thought the date was too long a period since it was a regular order and not a custom/special order. She called the salesperson up to the desk to have him check on the date. Steven **, the same salesperson that was so nice and courteous while making the sale was now very dismissive. He told me that the 8-12 week date was correct, rambled something about certain furniture, that he did not tell me it was going to be 4-6 weeks and walked away. I am now looking elsewhere for chairs, will be canceling my order and never buy from them again. I will also be sure to not recommend them. After reading some of these reviews, it appears to be a common issue. Their television ads are sure to mention next day delivery but on what items... deceiving!

After two terrible nights of sleep and back pain, I called Mathis Brothers this morning and was told I could do an exchange but had to wait 30 days. If I would have been told this from the beginning, I would NOT have made the purchase. I understand that somewhere in the very very fine print, it does state this information but NO ONE happened to point this out to me when I was making the purchase. I will wait the 30 days, exchange the mattress and then take my very small amount of business that I give to Mathis Brothers elsewhere. Just wanted to make you aware in case you are in the market to purchase a mattress... MAKE SURE YOU KNOW THE RULES because the fine print is NOT pointed out. Thank you.

My husband is a cop and suffers from lower back issues due to the weight of his duty belt, so he was excited to get a new mattress but unfortunately we are right back at square one. The bed is not firm enough and we a sinking through it. Being dishonest to get a sale and close a deal is not okay when the customer is worse off now than when they originally walked through the door. We are extremely sad upset with our purchase!!

I decided to follow our sales reps advice and called to check on the status of our order on March 16. I asked if the inventory had been received and if the date of delivery could be improved up on. The lady at customer service informed me that the wedge piece shows to be on the truck and the truck is on the dock to be unloaded. She stated that when the truck was unloaded that Mathis would be giving me a call and the date of delivery could be improved. I thought this was great news and was anxiously awaited their call. This call never arrived, so I decided to call our sales rep on March 18. He informed me that the wedge piece was still not in stock, but was in transit and that we will have to remain on the delivery date of 03/26. I said this is fine as we were only trying to improve upon a promise date and would remain with the original plan.

I then let the week go by and decided to call to inquire that we were still on task to get our furniture delivered to us tomorrow the 03/26/19. I was informed today that we are missing 2 recliner pieces. I find this is unsatisfactory!! We were told at the time of purchase that the only thing not in stock was the wedge and now the wedge is in stock, but not 2 recliner pieces. He proceeds to tell me now that the pieces that are not in stock will arrive the first week in April, however we will not be able to be delivered to us until the 2nd to 3rd week of April. They certainly didn't waste any time cashing our check, but failed to uphold their end of a sale.

We have been waiting for nearly a month for our furniture and still has not been delivered. Nor have I been contacted about any delays to our original promise delivery date. I feel that the lack of communication and lack of professionalism on Mathis Brothers part is appalling. I really doubt that I will buying any furniture from them in the future.

Currently waiting for a manager to call me back although Deborah the rude person in customer service told me, “They aren’t going to help you. They are going to tell you the same thing I am.” The tech that inspected my furniture wrote discoloration in the report. They are saying they do not cover discoloring. The leather is peeling off. It’s not just discoloring. The contract clearly states peeling, cracking is covered. They need to stop trying to get off of covering this and step up and do the right thing.

I decided to wait for the original one and he said it would be to me on following Thursday. So Thursday came and of course I got no call and so I had to call up there myself to ask for Steve again. He finally got on phone and said, "Yes it's here and will be delivered on Sunday." I was so mad because he was so calm like it didn't matter to him that he was going to make me wait even more time for my recliner. Not once did he offer to take at least the delivery fee or just offer anything for their mistake. I just hung up and waited for my recliner to get here Sunday 2 plus weeks later. Won't ever go to the Outlet again and that sucks because we shop with Mathis a lot. Order # **.

I called Visa, Saturday, and they said, "Call the merchant." I did and had to call back Monday to talk to the bedding services manager. The store manager won't help me. I called back Monday and they said that is their policy and there isn't a way around it. I called Visa, who contacted the merchant on my behalf, the merchant wouldn't let them speak to the manager. Visa can't dispute the charge because it's too old. I am dissatisfied with this resolution and I am left with defective merchandise, and out $315.

The entire experience has been awful. I regret buying this mattress and I now regret buying rugs from them as well. I will never shop at a Mathis Brothers again and I urge everyone else to not shop there as well. After asking around, I've heard multiple bad buying experiences from people about them. I wish I would have done more research on their reviews before walking in the door.

Visit #2. They bring us the mirror and install the handles of the dresser correctly, great! However, they didn't bring the domes for lamps and said there is nothing they can do about the lights flickering. They left. I again called customer service. They told us they ORDERED the domes for us (not what they told us the first time). I inform them about the lights flickering and they said they will have to order a new headboard for us. Not in stock. We spend 4 hours picking the perfect bed only to be send a partially working one. We told customer service that we just want to return everything. They give us the run around for a few minutes saying the return needs to be approved by a manager that won't be in until Saturday, this is THURSDAY. We eventually get it to where they agree that they will pick up our furniture early Saturday. Cool.

Visit #3. They come and break down the furniture to take it away. Uneventful, except they left a pile of hardware in my home after they left. I called customer service to let them know about it. The lady on the phone is telling me that she cannot close my ticket and get my refund until they come back FOR THE FOURTH TIME and get the hardware that they left. Now, I have to go to work so I need to get this resolved ASAP. I have to argue with lady and ask to speak with manager to get this ticket closed. Visit #4. They still have to come get the hardware so hopefully this is the end of this mess.

Now my husband and I are sitting here with our mattress on the ground, out $100, a lot of time, and our TV is on the floor as well as our clothes that should be in a dresser. We would like to have new furniture in our bedroom, so we keep trying. We spoke to a manager on the phone and she assured us that she has a bed with headlamps attached that have never been in another home available. We throw a Hail Mary and try again.

Visit #5. They deliver the furniture set. A whole lamp was nonfunctioning this time! Again, called customer service and told them yet again, defective/incomplete product was sent to our home. The lady apologized and gave us a $100 credit, sweet. After that she told us that it’ll 2-4 weeks for us to find WHEN a new lamp will be available from the manufacturer. I asked what the return policy was “7 business days”. Hell no! Sent the bed back again for the second time. Visit #6. We decided to keep the dresser for the sole reason of just being freaking tired of keeping our clothes on the floor... The guys get the bed, uneventful.

Fast forward 10 days. The refund for the bed still hasn’t hit our account. I call customer service to find out why. The lady tells me to grab my card and read her the number and she will give the refund. I asked “does this refund not happen automatically?” She said “no.” I asked “well then why didn’t I get a phone call to get my money back?” Her: *silence* “I’m sorry, I’m not familiar with your situation”. So essentially, if I hadn’t been keeping an eagle eyed watch on my account they totally would have just ripped us off. I kept a coworker up on this horrid saga and she told me HER Mathis Brothers horror story. It’s over, I’m done! Thank the lord!

When the tech finally showed about a month later, he agreed that the finish had peeled and recommended several pieces be replaced. The next day I received an email stating that my claim was being denied because “discoloring" isn’t covered. I believe the behavior of the person handling claims indicates a policy of claim denial and that the FPP is a deliberate fraud. Don’t buy furniture from these folks and certainly don’t believe their fraudulent offer to “protect your investment."

Andrew is a great sales rep and we have requested him for multiple purchase. However, Nicole ** continued to be very rude indicating that we never contacted Mathis Brothers in a timely manner because she had no record of it even though we have records of emails and phone calls. Once we produced those emails to prove we called for assistance she continued to be disrespectful almost as making fun of us for even trying to get some kind of resolution. The sad part is the manufacturer's defect is so bad that we nearly fall out of bed when sleeping near that side of the mattress.

We have been customers of Mathis Brothers for over 13 years, spent thousands and thousands of dollars and have never had such an unfortunate experience with customer service. We always fill out the surveys after purchasing and give raving and great reviews and feedback. It’s apparent being a loyal customer means nothing in the grand scheme. Needless to say, we will not be shopping there in the future.

I waited for 2 more weeks (it's almost a month I placed the order) and contacted the same person and asked for the status. On the next day I received the call and found that the merchandise can't ship it to my home due to the product weight. So I asked that I'm receiving heavier items than the table and I'm not convince with the answer. I'm dealing with "Internet Sales Manager" on this matter now! I realized that Mathis Brothers is not the place to shop the furniture online.

When we put the base on the bed (that evening) it was too heavy and busted the "bunkie boards". My husband and I then took the adjustable base off the frame and put the mattress on top of the busted bunkie boards and went to bed. I called Brittany on Sunday (the next day) and wanted to double check that we were supposed to leave a set of legs on. She said that we were supposed to take all the legs off. I told her that Zach had told me in the store to leave on a set of legs. She said she was going to ask Zach and would call me back. When she called back, she said Zach stated that we did need to leave one set of legs on. We did that and set the adjustable base on the bed frame and busted the bunkie boards (even more). I took pictures of the adjustable base on the bed, along with the busted bunkie board.

My dad went to the store on Christmas Eve for me since I had to work. He showed the pictures to Zach and a manager and they informed him it didn't look right and that they would look into it and call him back. At 2:30 my dad called to see if they had figured anything out. He was told by Rhett ** that Zach never said to leave a set of legs on. I talked to Rhett and he said that Zach never said to leave a set of legs on and I said "Yes, he did, he told me that while I was in the store. I even called Brittany yesterday and she asked him, and he told her to leave a set on". Rhett informed me that he didn't believe that Zach said that, and that Zach wouldn't have said that. I told him that I don't appreciate being called a liar. Things got very heated and we told Rhett we were coming to the store.

When we arrived and contacted Rhett, he told us that Zach didn't say to leave any legs on the bed and he (Zach) even called the company that made the adjustable bases and they said to take all the legs off. I asked him if he talked to Brittany and he said she was off. I told him again that Zach had told her and I (at separate times) that we needed to leave one set of legs on. Rhett said that Zach told him we needed to take the legs off. I asked if it was a zero-clearance adjustable base and Rhett said Zach told him it was. I asked if he knew for sure and he said, "no but it was". We asked if he would take the legs off a floor model to show us that it zero clearance and he stated "No, he would not".

Rhett clearly stated it wasn't that he couldn't, it was that he would not. We tried to explain to him the bed frame that we bought (a platform bed with 6 drawers underneath) would not work with that adjustable bed frame unless it was a zero clearance, because it would hit the bed frame. Rhett again told us that he was told (by Zach) it was a zero-clearance adjustable bed frame and he would call them again. My husband asked Rhett to look underneath that adjustable frame because there was NO WAY it was a zero-clearance adjustable base. Rhett told him "he didn't need to look under there and that he already had looked under them before".

I called Brittany while I was in the store (having this problem with Rhett) and asked her if Zach had told her to leave one set of legs on? She said yes, that Rhett had already called her, and she told him the same thing. I told her that Zach was denying that, and we had already busted one set of bunkie boards. We asked Rhett about the pictures that Zach had of our bed and he claimed he never saw any. This tells me that his communication with Zach was not quite as good as he made it to be. At this point, Rhett gave us another set of bunkie boards. Again, they are busted due to the weight of the adjustable base. This whole experience with your store and Rhett has been a horrible experience!! I would NEVER in my life buy from Mathis Brothers again. I would like the store manager, not a sales manager, to contact me.

I feel like the store should pay for the casing and to have it put on the chair at no charge to us. The chair is like new, been sat in a couple of times. What I would like to see done is either they refund us half if not all of the price we paid for the chair or pay to have it covered. We have bought a lot of furniture from Mathis Brothers and have never had something like this to happen.

Store owner Varun ** will never come on phone as he is extremely busy. While booking they will suggest you to add other items and inform that it can be canceled within a week without a penalty. I cancelled the next day but for my refund I had to wait until delivery. Further Varun refused to pay back full amount saying the price given was a bundle discount which he cannot refund. So be aware. Don’t get into buying if in doubt. Fabric protection plan which I bought was provided after 2 weeks after regular follow-ups.

After much back and forth he agreed to have bedside tables and dresser sent over from Tulsa store. I was told they would be delivered on 29NOV18. I called back on 29NOV18 to get an ETA. It took three calls to get through to someone (nobody returned my earlier messages). I was told they didn't even know if my items had arrived on the truck from Tulsa or not and even if they did it would be Sunday before they could deliver them to me because they needed 48 hours to schedule a delivery. Not sure how to explain that same day delivery sign I saw before or the same day delivery promise made on their website when the items are at the local store. Obviously I was not satisfied with this non answer and asked to speak with a sales manager. I was told one would contact me right away. I'm still waiting. I still have a couple more rooms in the new house to furnish. What are the chances I make more purchases from Mathis Brothers after this?

Finally we ended up getting 2 Ashley Furniture sofa (same model) that said it has leather in Federal tag. One of the sofa was new and other one was floor model because they did not have 2 new in stock. So I ended up paying two separate shipping charges for two sofa since one is Floor model even though Mathis Brothers delivered both sofas together in the same truck . After the sofa was delivered, I noticed that the tags for the two sofa was completely different with different upholstery details for the same model sofa. Second time I ended up buying one more piece of crap from Mathis Brothers. I wonder how the federal tag information will be different for the same model? This is cheating.

Excuse me? My couch isn't ripping on purpose. We didn't spend over 2k on furniture to have it break down in 1 year. Not only that, but we were told explicitly multiple times in the store, but were apparently lied to regarding the coverage of the plans. If this is the case, I want my money back, and you can take your terrible furniture. We'll go with another company instead. FYI: ac·ci·den·tal /ˌaksəˈden(t)l/ Submit adjective. 1. happening by chance, unintentionally, or unexpectedly. If this isn't resolved, we are certainly prepared to take this up the management chain, or court, because I don't appreciate being lied to.

THIS WAS MY RESPONSE TO THEIR BS dog & pony reply & HAVE HEARD NOTHING BACK: "It depends which time you call... The most recent furniture credit, we requested all information be updated, yet you still have it all wrong. so you can try **. The $3500 couch and love seat we got in August/September this year was grey Summit Motion Furniture. We were told there was a rechargeable battery that we could purchase for $150.00.

We decided to wait until we got furniture home to determine if we needed the battery for one or both. My husband called to see if he could just order and pay over the phone and come pick it up and was told A) you don't even carry the couch/love seat any longer and B) you don't have a battery that works for our furniture and C) you NEVER carried a battery that would work for the furniture. So now we have ugly cords that shows, people trip over and can't run our Roomba vacuum while gone unless we unplug the furniture each time. I requested to know why you no longer carry this "can't keep in stock" furniture and not provided an answer. We are NOT HAPPY with our purchase as we were lied to and now have liability of guest in house because of the power cord."

Original Review: Have had issues with the last 3 sets of living room furniture we have bought. They lie, they tell a brand is "top of the line" "high selling" "can't keep in stock" blah, blah, blah. The previous 2 sets of furniture have both been returned for full price credit on something else - this is why our last 3 have come from them. Otherwise, I would not support the furniture monopoly lying monsters they are. HORRIBLE, HORRIBLE, HORRIBLE.

To our great surprise, the management of Mathis Brothers initially REFUSED to take the USED mattress back by claiming that it was a “discounted” item and that as a result the sale was FINAL. I told them that I would drop the mattress off at their doorstep anyways because we cannot use it because it is used and stained. They finally decided to accept the mattress back but then imposed a 10% restocking fee and withheld from us approximately $70.00 as a result which they CONTINUE to REFUSE to refund. I have bought over the years a lot of furniture from this company for my houses but given this recent experience I will never buy anything from them again. I will pursue a full refund for this misrepresented USED mattress through my credit card. I cannot believe the dismal customer service of this company. I am very upset with them for selling us a USED mattress and for demanding a 10% restocking fee on top of it.

Going forward 3 weeks, I still have not received my pillows or ottoman. I called customer service last week and asked to speak with a manager and I was told the manager had left for the day. The guy that I was speaking with told me that he would check on the items and get back to me the next day. I received a voicemail from him the next day and he told me that the ottoman was expected the first week of Oct and the very latest was mid Oct. As for the pillows he didn't have any sofas in stock where he could pull the pillows and he would have to order them for me from the manufacturer and he would get in touch when he heard back from them.

So far it's been a week and I've heard nothing back from Mathis Brothers. From listening to his message, this confirms what I was thinking about the sofa being on the OKC showroom floor where they had to get it from and I DID NOT order showroom furniture. I PAID for NEW furniture. I'm at the point where I am going to have Mathis Brothers pick the furniture up and give me a full refund. I will never purchase another item from them and I would advise everyone else that read this to stay away from them.

The phone number was corrected and I was emailed a receipt. I was then informed delivery was scheduled for Sunday. I asked for a discount as we had to wait a week to get any information and was denied (very rudely) because of the phone number when the email address provided was perfectly fine and not used until I contacted customer service. I was also informed that I would receive an email the night before with a 2 hour window and a call an hr before the day of delivery. The day of delivery (yesterday, 9/16) we waited the entire delivery window (930-1130) and never heard anything from anyone either on the phone or through email. I again got in touch with customer service and they informed me that the drivers' paperwork was never updated so when they tried to reach me they couldn't. At this point I then asked for the order to be canceled and to be provided a refund. This was processed and we are just waiting for the refund.

Original Review: Sept. 7, 2018

We have bought a dining room set, a new sofa, televisions, and an Ashley chair from Mathis over the last two years and have always been happy with our purchases. In October, 2016, we bought a king-sized mattress from the clearance area. While we understand that merchandise purchased in that department is "as-is" we purchased it (along with a $1000 dining room table, bench, and chairs from the 2nd floor) with the express understanding that it was only in the clearance area because of a small stain on it, which our saleslady showed us. We clarified this with our saleslady by explicitly saying, "so, it's NOT a used mattress? Because we don't want a used mattress." She said no, nothing in their store is used.

After a month or so, one side of the mattress started to "break down" for lack of a better term. It became more and more uncomfortable and constantly slumped to one side. My husband and I are not large people, so that wasn't the problem. We felt we could not do anything about it because we had purchased it in the "as-is" area.

However, a few months ago, my husband and I decided to try flipping and turning it to see if it that would help. He noticed that the manufacturer's paperwork was still attached to the bottom of the mattress. He looked through the four or five pages that were there, and saw that the last one contained a note from the store stating that the mattress had been "treated" or "sprayed" after being returned! (I don't recall the exact wording) The saleslady lied to us!! The mattress WAS used! We knew that the purchase was "as-is - no warranty" BUT we made the purchase on the condition that it had not ever been used. We are through giving Mathis our money. Their saleslady lied to us.

Then I get a call from my salesperson, Jess, saying she didn’t charge me enough for the couch delivery fee and she wanted $39 more. I called customer service and got the fee waived. The couch was scheduled for delivery on Sunday. When I didn’t hear from anyone by Saturday afternoon with a scheduled time I called and left a message with Mathis Brothers. No word by Sunday morning. I was scheduled to work Sunday but didn’t want to miss delivery of my couch. I contacted Jess to see if my couch was still scheduled to be delivered. She said, yes, from 10:27am-12:27pm. 12:30pm and still no couch. I’ve been on the phone with Jess and Customer service saying that I missed work for a delivery that never came. They won’t deliver to me today (Sunday) and they can’t squeeze me in tomorrow either. I am very disappointed with this company.

Neither my husband nor myself were notified of this. My husband took off work today to be here when the couch arrived. He dealt with a series of phone calls from different people at Mathis Brothers, transferring him from one person to the other. Finally, he got back in touch with Kimberly. She told us she tried to reach out to both of us by phone call, but neither of us answered our phones, and neither phone gave an option to leave a voicemail. Because she was dishonest about the delivery charges, I am inclined to believe she lied about this as well. Kimberly told us today that the couch would not be in stock for "1-2 weeks". Because of all of this frustration, we decided to totally cancel the order and find new furniture elsewhere.

Original Review: June 28, 2018

On 05-15-2016 I bought a $1,000 wood kitchen table with 6 chairs. I bought the "Furniture Protection Plan" (FPP) for an additional $109.95 because I was told it would take care of scratches, stains, if my dogs chewed on the wood, etc. So after 2 years, I decided to sell the table because I am moving. I went to Mathis Brothers and they advised I needed to contact FPP to file a claim. I did and they emailed me the steps I needed to do to file a claim (pics, explanation, etc.). I did this and explained they were pretty much just scratches that had happened over the 2 years I had the table. I was told "With furniture protection we are only an accidental plan that assist with a SINGLE damage to the whole item. Once there is accumulation it becomes an exclusion to the plan." WHAT??? I replied asking if every time the table was scratched, was I supposed to file a claim??? It didn't remotely make sense to me.

I would not have paid over 10% of the purchase price if I knew this. I should NEVER have purchased this stupid FPP. I even asked for a refund of my $109.95 purchase price. The FPP replied, "...you purchased an accidental plan that assist with a single stain or damage to the whole item. Yes each incident is to be reported within 5 days of it occurring to avoid accumulation of damage. This information is on the contract." REALLY??? That's not what I was told and who reads the stupid fine print? Sorry I assumed it would take care of all of the scratches at once.

Anyways, they went on to say, "Also the office cannot provide a refund for the items not following within our guidelines. The customer has 7 days from when they purchased the plan to request a refund. Again I do apologize we are unable to assist with the item not falling within the guidelines of the plan you purchased." I HIGHLY DO NOT RECOMMEND YOU PURCHASE THIS BS FURNITURE PROTECTION PLAN!!! IT'S SOOOOOOO NOT WORTH IT!!!

I spent $700 on a mattress I can't sleep on because it bothers my back, but of course, they got the money and don't care. I will never go back there again. "Any salesperson can sell to anybody once, but a good salesperson gets repeat customers." Good luck with that. I am taking this to small claim court and call a local TV station to give them a piece of my mind.

Updated on 07/01/2018: Please save your "We apologize..." comment. It has been over two weeks and nobody has replied or resolved this issue I posted about. I still have a $700 mattress I can't sleep on due to my back problem from surgery that I purchased from them in cash. I called them the next day after delivery right after 10:00 am which is their opening time to let them know that they sent me the wrong mattress, but they won't replace it while I was told I could. They want a total of $199 for pick up and inspection and $89 for a mattress pad to replace the mattress. Other stores give you a trial period of up to 100 nights or more.

I commented on one of their Facebook ads on my page and after some back and forth comments they asked if I talked to the salesperson? (The salesperson never returned my call, or replied to my text or email.) SMH, according to them she is one of their top salespeople. Wow, don't wear yourself out. Thanks for the help and runaround!!! You guy are "Pros." I am going to buy another bed from a different store, but this time I look for a store that has salespeople and a management that know about "Decency" and "Back their products" and not the ones who just care about their bank accounts. See you in court! Please don't make a fake comment to protect your image. You wasted enough of my time.

Over an hour later and another call from me I finally got a call back. At this time the situation had gone from bad to worse, I had no hardware to put my desk together. Your supervisor that I spoke with, Brook may as well have been reading from a script, she had answer for everything… but it was the wrong answer. You have my money and I have nothing at my house that I can use, I wanted my hardware. She told me all drivers were booked until Tuesday, I got sick and tired of her party lines that I hung up and called back. This time I spoke with McKenzie (sp?) who at least tried to help. I told them I wanted it over-nighted to me and was told it was so late in the day I would not get it until Sunday… better than Tuesday but not what I wanted.

On Sunday a Mathis Bros truck shows up… if everything was booked until Tuesday how does this happen? That makes at least 4 times your personnel lied to me. I am not even going to go into their solution to make things right, if you really value your customers and want my return business someone will contact me. If I receive no correspondence (a phone call) I will assume you have all the customers you need and I will share my experience with everyone I know. Balls in your court, I have been waiting for a reply from your Customer Service Manager in Oklahoma City (Tim **) and yet to receive any kind of acknowledgement that they are even considering trying to make this right.

Later with the friend help I took it away. Umbrella gone, pole gone. Base and part of pole attached to base still there. But table got big hole which cannot hold even new umbrella with new pole. Why Am I writing this review? The sales person told me every things are made of aluminum, but not. From table hole some kind of powder is falling apart. I went store and they gave me a call #. I called that number and got answer that file a complain with photograph on a four lines email. Who has time to do all this. I am not very happy with store.

I informed the ** that they shattered my back glass and he just laughed it off. Was told I would get a complaint for the damage by someone I assumed was a manager. They never came back with a form and then another guy said that I would be contacted to get it repaired. No one ever took my information and when I asked about the form everyone just walked away. I own a diesel repair business and if something happens due to negligence or stupidity we take care of the situation promptly and if our employee laughs about the mistake I'd fire them.

I will more than likely find another place to get furniture. I have in the past bought many of pieces for our home and still have more to buy but refuse to deal with the warehouse and the delivery dates that Mathis Brothers has, after all when you purchase furnishing for your home you want to enjoy them after you purchase them not 2 to 3 weeks later otherwise I would have had paid the $150.00 and had the stuff delivered. I have already ordered my window and called the tint shop to get my truck back to where it was before they busted my window. I don't like conflict and sure don't put up with irresponsible employees. People who represent your company should be held to the same standard as the owners.

I contacted MB again and they told me that it was an “as is” piece and I was responsible for repairs since it had been so drastically reduced. They did say they would send a repair person to my home but I would be responsible for the cost. I then contacted my bank and filed a dispute about the whole process. I then went to the store in Tulsa where the chair was purchased and talked with a customer service rep. He stated I could bring in the chair and that if they had the parts they would repair it for no cost but if parts had to be ordered I would be responsible for the entire cost. They also said they would come pick up the chair and do the same. I asked why they offered me that a repair person would come to my house but I was responsible for the cost but they wouldn’t send out a repair person and they take care of cost.

Once again I was told they were doing me a favor because the chair was “as is” and heavily reduced price. There were no tags on the chair that said it was “as is”. I then told the rep that I had filed a dispute with my bank and another customer service rep immediately came to the counter and told me they would Credit my account. I told them I wanted the chair fixed not my money back. He reiterated that my money would not be returned but a credit was being issued to my account.

He scheduled a pick up for the chair on Saturday April 14 and employees showed up to pick up the chair but no papers showing credit to my account. I would really liked the chair fixed not my money back. Both customer service reps were rude and failed to help me. Once they learned a dispute was filed they became very rude. They wanted the chair back immediately but was not willing to give my money back only to credit my account so I could purchase something else. I don’t want to shop at Mathis Brothers ever again. I can see now why the Customer Service area is glass enclosed as they don't want any of the on floor customers to hear that they won’t honor what a customer is told.

Original Review: April 21, 2018

I have selected unsubscribe from receiving email from you several times, but as you surely know, that does nothing. I tried contacting consumeraffairs@mathisbrothers.com, but of course you won't accept an email from me. I have no qualms with products I have purchased from Mathis Brothers Furniture in OKC. My wife and I occasionally enjoy shopping there and have made many purchases, all of which we still enjoy.

I talked to someone in management and they said they didn’t have insurance to cover the glass if it was broken if they put it in. She said she would send them back out but I told her not to. I was afraid they would come with an attitude and make things worse. I didn’t want to take the chance. My husband and I are almost 70 and it’s hard for us to lift things like that. Fortunately our kids were in town and were able to help us. When you spend that much money on furniture and from a supposedly reputable company (not online ordering) you expect complete delivery and set up. And all trash to be removed. This is only one of the times customer service has been totally lacking. It’s enough for me. Won’t be coming back.

I had a warrant and off to jail I went. Oh and by the way the card turned out to be mine. No ** Dick Tracy. Can you believe that? Still waiting from a call from corporate and the kicker the manager claims he had no idea what was happening but he was standing at the receiving dock with the lady whom took my transaction. Never buy anything from Mathis Brothers. I was so humiliated, embarrassed and full of anger. What do you think about that? They are pathetic. Thank you for giving me this time to tell you.

I’ve called Mathis Bros. multiple times, they keep saying they’ll call. Nobody ever calls. Nobody knows what to do. They transfer me to answering machines. It’s ridiculous. Then today I got aggravated with the customer service rep, and she tells me it’s Serta’s problem. How is it Serta's problem that your guys didn’t know what they were doing? We’re just about to move into a new house, and we're planning to buy new bedroom sets for our 4 kids. I had planned to go to Mathis Bros. But definitely not now.

Updated on 04/17/2018: Thank you for responding to my review. However, I have sent you my name and email/phone number now multiple times but have had no response from you. Please contact us regarding what can be done to remedy our situation (couch is not leather as advertised and is peeling after less than 24 months).

As soon as I left the store, I got a call from the delivery guy telling me that the furniture will be delivered tomorrow. I said is it tomorrow or in Thursday (2 days later)? He said, "Oh sorry it is on Thursday." I mentioned him at that time that we wanted delivery after noon, as morning times are not good for us. He said, I should expect a phone call/text message within 24 hours of our delivery.

Next day, I got an automated text message saying my furniture will be delivered between 11:00 am and 1:00 pm. I called the number provide and informed that 11:00 will not work for us... Anytime after noon is fine. I was told OK. Next day morning (day of delivery), the driver called me at 10:00 and said that we are on our way... I said I cannot accept it before noon. He was extremely rude and said either it is in next 45 mins or you will have to wait another 10 days as they have already scheduled their deliveries 10 days out. Overall, the salespeople are good in selling you stuff, but rest of the staff (customer service and delivery guys) are just trying to get you off...not helpful at all! Very poor customer service. I am so glad I did not took their extended warranty offer, which I was leaning towards.

We then took it to a repair shop. They said they get a lot of furniture from Mathis and that their furniture was poorly made. They repaired the recliner for $478.00. We told them about the cushions on our loveseat and couch made by Broyhill. The repairman showed us the cushions that were in our furniture. He said they were the cheapest cushions that could have been used. We paid $279.00 for new cushions for the loveseat. Now we need to replace the cushions in the couch. I went to Mathis Brothers to tell them what I thought about the quality of their furniture. That I thought it was fraud that they sold furniture with Lane labels that weren't even made by Lane.

They said that furniture companies do that all the time. I told them about the cushions that they bragged about, how they showed us cushions that were taken apart and how they had these springs in them that made them better cushions. The repairman said the springs compress when you sit on them then they spring back. Over time they compress then don't spring back. I told Mathis that they were only as good as the furniture they sell and that doesn't say much. After just four years our furniture shouldn't look like we've had it for twenty. It's only me and my husband and I and we expected better quality. Their response was just that they were sorry but there was nothing they could do. I told them they should at least pay the repair bill on the Recliner.

Updated on 03/23/2018: I am tired of large companies taking customers money and selling poor quality products. They take advantage of their customers. I submitted a claim on 3-12-28 about buying a Lane recliner that I found out Lane didn’t even make and Broyhill couch and love seat made with the cheapest cushions made. The recliner broke and the cushions are flat. I’ve had them four years and it looks twenty. I went to the store. They said there was nothing they could do. I had to go to repair shop to get recliner fixed and new cushions. They told me they have to do a lot of repairs for Mathis Brothers.

I submitted a claim on 3-13-18. They responded on 3-12-28 telling me they were sorry and would look into it. They gave me an e-mail and told me to give them my customer number which has my phone number on it. I tried to e-mail but the address said I did not have authorization to use that address so I responded back on Consumer Affairs, giving them my customer number. It’s been two weeks with no response. As I told the floor and service department managers, they have not heard the last from me. I will do what I can to help them lose business. Apparently they thought they could pretend to care when they responded on Consumer Affairs. I have an attorney.

I never once received a callback like the supervisor told me I would get a call back after she spoke to the driver. This company took my money and has had very bad customer service from the start. I usually don't make reviews online so you can tell this is bothering me. This is not how you run a business and this is why I am making a review. If I could give negative stars I would. I am supposed to receive a call from a manager today, but I am about to call customer service when they open and figure something out here or get my money back and support a better store.

A couple of days later Stacy called and requested a pic of the part be emailed to her. My son did so that day. Stacy called 4 days later and said she didn't receive the email. I gave her the info as to how it was sent and she was to look for it. She also advised me that the part would not be here for 4 to 6 weeks. Two days later (today) the Plastic part at the opposite end of that same metal rod broke while my husband was sitting there napping. I called Stacy, (at lunch) the serviceman said the 1st part was never ordered! I called the only person I knew to talk to, a Sales Manager. He informed me that there was no record of a Pic of the part ever being emailed to Stacy. But no one called me! Also, the Lifetime Warranty was not what we were told at the time of purchase: it was a fabric warranty, not mechanical. "We are just extending you a courtesy by covering the parts" per the sales manager.

On sale we paid $1299.00 per chair, plus warranty. The one chair is a lemon, I believe. My chair is just fine and I outweigh my husband by a lot. My husband is a blind Vietnam Vet and is waiting on heart surgery in Dallas. I told the service how important it was this chair was for his recovery and getting the part in a timely fashion. Yet no one bothered to follow thru on a simple part order. We were lied to at time of purchase and are being passed by now. I really don't appreciate this at all. Now I have to search from my chair for a matching recliner for my husband. We bought these chairs and several others pieces that same week but that is the last furniture we will ever purchase at Mathis Brothers. They are not honorable.

I made my repair complaint and was told by Mathis Brothers customer service that a repair would be scheduled and completed in my home. The day the tech came to repair my sofa he literally just took the couch apart and made an assessment. He stated that after he made his report that it would then be decided if a repair would be made or that I would receive a replacement. It was decided that the couch would be replaced. When the tech was at my house he commented that the support beam wasn’t sturdy enough for the size of the sofa. Knowing this I felt like if I got the same sofa it would be a matter of time before it too was broken. I opted to pay even more and get a new sofa. I was told that I would need to return my original couch to the location before I could pick up my new couch.

Upon arriving at the store, couch in tow, I had some very confused customer service techs, apparently I shouldn’t have brought the couch back and that a delivery team should have brought the new couch out and made an exchange. This was not what was conveyed to me. I have had my new couch for 3 months and the seams are already ripping. I am beyond irritated at this point. I have expelled more energy than what is necessary on furniture. I tried emailing your customer service team in Ontario. I filled out the form on your website and asked to be contacted, when my email went unanswered. I eventually called and spoke with a Valerie who stated that she could help me but that their email was down but I could send one anyway. I sent two separate emails two separate days. Neither of those were received or answered either.

Today 10/20/2017 I called the store location once again to try and rectify this situation. I was met with aggression and hostility as well as a customer service rep. that kept cutting me off when I was trying to tell my story. Sometimes letting a customer vent is in your best interest. Sometimes a customer just wants to be heard. I was not heard. I was cut off and interrupted. I asked to speak with the manager and was told without an order number the manager would not speak with me without an order number. I asked to transfer anyway. Once I had the manager Michelle **, and she too started the conversation with hostility, she too cut me off and wouldn’t let me finish my sentences. She finally looked up my order based off my phone number as I asked the previous rep to do and said she would fill a repair request for me.

At this point I was obviously upset after spending days plus an additional 25 minutes on the phone with individuals not interested in helping me. I finally said I just wanted my money back and that the couch can be returned. She said that was not in their policy that after 7 days there is no longer a money back guarantee, and my only option is a repair or store credit. I told her I absolutely would not take store credit that I don’t feel like the furniture is of any kind of quality. She said that stuff happens with wear and tear and can’t control, and that there are many vendors with different levels of quality. I understand that there is differences of quality. That’s why I didn’t opt for the $500 Ashley couch and I went to Mathis and paid over $2000 for my sofa. Correct me if I am wrong but a good piece of furniture should last more than a year, and both pieces I have gotten haven’t lasted more than a few months.

At this point I completely understand your return policy as I feel your furniture is of substandard quality and will continue to break over and over. I told Michelle I wanted to speak with corporate and she said that it wouldn’t make a difference that they would just refer me back to her, and refused to give me their contact information. I also told her that at this point in my grievance I am not just upset about the poor quality in furniture that I am disappointed in the way I have been treated and that I at the very least deserve to be treated with dignity and respect when I call and I absolutely was not.

To this point in my experience I have had to make 4 trips to your store. I have taken 24 hours of no paid time off to deal with furniture mostly because I was given wrong information by your customer service team. I am now going to have to take off another 8 hours, making it a full 32 hours, for another repair to your product. Almost enough time to purchase a new piece of furniture. This is absurd. I understand that life happens as your manager rudely pointed out to me, but here I am going on almost a full week not paid because of your shootee product. I do not know anyone else who has had to put so much effort into furniture.

If the bed has a one year warranty and you can't replace a broken bed, why can't I have my money back so I can buy what I want, where I want. The bed alone was $514.93. Their response if I can't find another bed that I like use the store credit and buy something else. I DON'T NEED SOMETHING ELSE... I NEED A BED... IT DOES HAVE A ONE YEAR WARRANTY!!!

The dresser and nightstands came the next day with no problems. I received an Email saying that the bed was ready to be delivered the 2nd week of August so I scheduled the delivery. When it arrived there was only the mattress portion of my order. When I called customer service they said the bed frame would not be available until OCTOBER and that I could either wait or get another bed. So now I'm stuck with a mattress and nowhere to put it. They have made this process so confusing and time consuming for me having to wait around for deliveries. Wish I had just gone and got everything from somewhere else!

I called customer service several times to try to find a solution that we both could be satisfied with but they basically said "tough luck". I am so surprised with their customer service department. I really liked the salesperson that helped me but don't know if I'll go back to Mathis Brothers because of my experience. If I ever go back it will be because of the salesperson and not because of the cooperation of the company. Before you buy anything from them make sure you stay on top of things and read the fine print. Because once you get it they won't help you!

I placed the order for the couch and rug and was given a ship date of four weeks. Four weeks later and I didn't hear anything, so I called the store to check on the status. They said it was currently on a truck and should arrive at the store the next day. I called back two days later, expecting it to be at the store and ready for delivery, but they said they couldn't locate the couch. I went to the store and spoke with the salesman and he assured me that it was going to be at their store that week and ready for weekend delivery. So we scheduled delivery for a Saturday. They give you a delivery window of a few hours, so you have to be at your home for that time frame. When they arrived, they delivered just the rug. The couch had still not come in yet. I called and we agreed that they would take the delivery charge off of the order for the inconvenience.

I eventually got my couch two weeks after the time frame the salesman gave. I missed out on the seven day window to return my rug, but I like it in the space so that worked out fine. I'm thankful that they took the delivery charge off the order, but I would have liked for them to have given me real information from the beginning. They set my expectations high and did not meet them.

They have a million couches, thousands of tables, thousands of chairs, thousands of cabinets, thousands of beds, thousands of Hassocks. I never seen so much stuff. All my friends want to go there and buy. Their quality blows every other chain off the market, best price and best quality, best of everything, best customer service, best delivery options.