Mathis Brothers Furniture
reviews and complaints

11/02/23 customer #.

delivery team damaged the bedroom door and it will not close. also damaged the upper part of the door frame. Left big hand marks on the walls. the team leader took pictures and said he made an incident report. he said someone would get back to me in a few days. one week later 11/07/23 i called, was told someone would call me, Albert. I called again 1 week later, same thing, Albert. That day received a phone call from incident report area.

Told me i need to get an estimate for the work and send it to them.

I told them to send someone here to make the repairs. period. not going back and forth with this company regarding all the details. They came in, damaged my home, they should take responsibility for restoring it, and a gift to me for the inconvenience.

We spent a lot of money on our furniture not even a year ago and the color is coming off of what is supposed to be real leather furniture. And I’m being told that there is nothing that can or will be done. This furniture is not even a year old. The 750.00 protection plan is worthless. John Anderson is on the paperwork we got married after the purchase of the furniture. Purchased on 4/9/2022 delivered on 6/13/2022

Marisa Cazares was our sales person. We purchased 2 lazy boy recliners and a couch and love seat back in feb. (anthony and Tammy White 14500 Eagle Dr Claremore) you can look it up. . It was a mess to start because when i ordered the recliners, they said they had one in stock and one display. we declined the floor display and told them to order the one from OKC. WE waited a couple of weeks and the delivery people showed up at my door with the swivel bases but no chairs.. .a week later, we got the chairs. they were unwrapped and put together as they came out of the truck. the delivery drivers were not prepared to install the swivel bases so that was scheduled for another week. so a week later, the install guy came to put the swivel bases on. We determined early on in the game that one of the chairs delivered, the one that had the tags removed, was much softer than the other one, like you sank when you sat in the chair. it also had a couple of scrathes underneath on the stationary legs. So Anthony said immediately that Mathis Brothers gave us the floor display even though we said NO and WAITED to get one from OKC. I reached out multiple times to Marisa and was told... March 22 via text that she recalled us wanting a new one and not the floor and "i was informed that one of them was brand new and the other could have possibly been used if the wear is worn on one of them."marisa then she said "you can come in and we can do an exchange for you of if you would like to keep the recliner, we can also send you a $250.00 gift card." I told her that we completed our shopping that day and did not need a gift card. I would accept a check for 250.00 or they could pay it on my account (since we ordered couches in fabric, its not complete yet so they have not completed charging me for those, so they could credit the 250.00 back to that) and I didn't want to wait even longer for a new recliner. Now I have reached out to Marisa multiple times and get no response so here is the deal... I am so annoyed with being sold a used recliner at full price I want to know what is going to be done about it. I know this is your first time to hear about this problem so i will wait about a week, then i will take other actions like social media and the BBB to get a resolve. I am so shocked and in disbelief that i was lied too and you all tried to pass off a floor display as brand new merchandise. this is disgusting for a company of your size and reputation to allow this to happen. I am still waiting on my couch and loveseat to be completed so honestly, i don't have faith in the quality. I have multiple sclerosis and have mobility issues. I purchased from you because I trust you and the quality of the furniture. since the used recliner is so much softer than the other one, how long has it been sitting out as a floor display? too long I dare say. How rude of you to do this.

On Thursday, January 26th at around 2:30 pm I entered the kiosk line to notify staff was there to pick up an order. I was told to go to lane 4. I was the only vehicle in the covered pickup area. A staff member came out and told me that as soon as my order was pulled, they would bring it out. I waited for 20 minutes at that time another vehicle came in with a trailer. Within 5 minutes staff was out loading a couch on his trailer. After they were done loading, I walked up to the staff member at the desk and asked if there was an issue with pulling my order. he again stated that when it gets pulled, they will bring it out. I told him that I needed to pick up another item at the main store and that if it was going to be much longer I could go over there and get my other item then come back. His answer again was when we get your order pulled we will bring it out.

I waited about another 10 minutes. At this time another vehicle pulled up with a trailer. It has now been around 30 minutes since I have been waiting. So, without telling them I drove off to go to the main Mathis store to pick up my other item. From the time I was at the Kiosk to when I had the chair loaded in my truck, it was 6 minutes. I then drove back over to the distribution warehouse. I was gone for maybe just over 10 minutes. When I arrived the second person that had the trailer already had her items loaded and was driving off. That is two people that arrived after I did that received their items in less than 10 minutes. I walked up and told them I was back and ready to pick up my table. He informed me since I drove off they restocked my item and I would again have to wait for them to pull it. I told him I was not willing to wait since by this time it was over 45 minutes since I arrived.

I went over to the customer service desk to inform them of the issue and by this time I had been there about an hour. They apologized but stated the same mantra that it would take at least 15 more minutes to pull the order.

I would assume having a location that is specifically designated for distribution would be considerably more efficient at filling orders. I never complain about bad service, but this was some of the worst customer service I have ever received. Not only was the service poor but the staff seemed not to care about wanting to please a customer.

I am sure you have video surveillance on the property and everything I have stated here can be proven by the surveillance footage.

I will return today and hopefully will get my order in a timely manner.

Relied on a designer to choose furniture for a new home. Waited 28 weeks and upon delivery notified her that the loveseats were not comfortable and were already puddling and collapsing on one side.

Furniture arrived on November 29,2022. We have had numerous calls to Mathis Brothers and two techs out to look at the loveseats and take pictures.the last man was the store upholster who said all cushions need to be replaced,not just the core but the leather. The leather should not be puddling and collapsing.

The store manager has told us twice our warranty means nothing and since these were special order no return. She offered to have new filling put in all cushions since Century wouldn’t do anything.

Mathis Brothers employees who came out to inspect the loveseats agreed that they were substandard. Our cost was $10,000 just for the loveseats we can’t even sit on due to poor quality of the cushions.

Received my new couches paid almost 4,000 for them to receive them with stitching was loos and falling apart after I called to get serviced they mentioned that’s “STANDARD QUALITY” for them . A few weeks later my couch structure completely snapped and you would sink In after calling in for service the whole piece broke because it had a knot in the middle of the wood. The service guy also fixed the stitching issue I had prior and mentioned that wasn’t right of them to say it was standard quality when it is falling apart .

A few more weeks later the other side of the couch broke and had the exact same issue knot in the middle . This is poor quality for high price for my experience . And now my springs are all falling off the couch recliner . All this with only 3 months of receiving my couches never would think this would happen to me. Very disappointed in the quality of this product never will I purchase anything from Mathis brothers again.

We purchased a W&L Apsley mattress around March of this year with some sort of comfort warranty that was supposed to guarantee the comfort&satisfaction of the mattress only to find out that it was for one time exchange after it was swapped for the Tempurpedic.  When we exchanged it with a Tempurpedic at additional cost and spent well over $4600 total for one mattress which doesn't even cover the warranty nor box springs, It was very apparent that the Tempurpedic was defective but we had to try it out for another 30+ days.  Since then I have tried contacting customer service, sales rep, mattress dept at local store as well as the "general" mattress dept of customer service.  I have been told nothing but "sorry, there's nothing we can do because you need to prove that the mattress is defective.  The memory foam literally sinks our bodies into a mold and does not bounce back after we change position which makes it extremely uncomfortable and painful.  Furthermore, when we tried to take videos/photos which are just short of impossible, we discovered mattress appears to be have been used previously.

In September 2021 I ordered a Lazy Boy sectional sofa, 2 Jonathan Lewis Swivel Chairs and one ottoman. The furniture was finally delivered one year later in September 2022. When I saw the chairs and ottoman, I was very upset. I had customized the fabric (it is a stripe pattern). I was never told that the stripes may not match completely. Had I been given that information, I would have chosen a different material.

Since mid-September I have been working with customer service to try and resolve my complaint. According to them, the manufacturer is saying that because this is a mass-produced item, the stripes never match. Over the years I have purchased other mass produced pieces with stripe patterns and the pattern has always matched. Also, I sew and know that all it takes is a little bit of extra material to match the stripes throughout the chair and ottoman. These pieces were not cheap ($2026.70 for 2 chairs, one ottoman, and 3 throw pillows). I am having a difficult time living with these pieces and would like to see the company or manufacture make it right.

I ordered a mattress, box spring, & bed cover online. The sales person told me I needed to go show my ID at a local store to remove credit hold. I brought my passport & driver’s license. They would not approve the purchase because I didn’t have a “type B” form of payment. I offered to show photos of other identity forms because that’s all I had access to - would not accept. I offered to login to my Mathis/Synchrony account -would not accept. OBVIOUSLY I am who I say I am, and instead of making a sale with two very legitimate forms of identification, they lost a sale.

We started off going in to Mathis Brothers knowing "exactly" what we wanted. The salesman could not find it in their system and told us they must not carry it any longer. So we started looking around at other items the were similar. He ended up talking is into a Lazy Boy loveseat with a console. This has become our biggest regret.

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

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

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

We feel that we're were misled and can't believe that an establishment of this type can't work with customers. Now they say I am stuck with $2300 worth of furniture that hirs my back and I hate. So exhausted and disappointed 😞

I purchased 2 online in July 15th. Within 15 minutes of ordering I received a call from their internet department from a man asking if I purchased 2 of the storages to which I replied that I had purchased 2 of the daybeds with storage. He opened up the link and saw what I was expecting and said that I was correct, online it shows the entire bed and storage but that the part number in their system just shows the storage. He told me that they would be honoring the pricing I paid online and that he would contact me in a few days to let me know when they would be delivered. 2 weeks had passed so I called the 800# and spoke with someone who stated he could see in the notes who it was I spoke with and would have them contact me in the next few days. A week passed so we called again. Spoke with Craig who stated that the order had been canceled and someone would be contacting me. I called back again and spoke with summer and told her everything that had occurred and that I felt like I was getting the run around especially since I had been told I would be receiving the beds and they would be honoring the price and that no one ever returns my calls. She let me know that there were 2 of the beds left in Ontario and that she was putting them on hold and could see that they still had my money even though the order said they were canceled and that she would discuss the situate with her manager Marcus and have him call me the next day. He contacted me and basically told me that he would extend a 10% discount but nothing more to which I told him it wasn’t acceptable. I also brought up the fact that my order had supposedly been canceled 2 weeks prior without notification and that they hadn’t refunded my money. Simeon in their accounting department contacted me and stated I would receive my money in 5-7 business days. If this is how they do business I won’t be purchasing from them ever again. I have the order stating “daybed with storage” I have a screenshot of the bed online showing the description states daybed with storage and I have a screen recording of it showing everything that should have been included which was the bed and storage. I understand that mistakes are made on pricing. I’m in sales as well, but when you mis quote you should honor it. When someone purchases it and pays for it that is a legal binding contract and should be honored. I feel like I haven’t received any resolve with this situation especially after being told they would be honoring the price and then given the run around for a month.

We purchased an American Leather Sofa from Mathis Brothers - Irvine in February of 2022, It was delivered on April 4, in new condition.. The delivery company installed it in our den.

After a couple of weeks, marks began to appear on the seat and back cushions. The leather started to wrinkle, and the cushions became soft and saggy. In late June we called Customer Service in Ontario, CA with our concerns. They referred Ben Campos of ColorGlo Leather Company to review the situation.

He called and scheduled a visit on July 7, 2022 (2 Weeks out). On arrival, he inspected the sofa and stated the marks were because the coloring used to dye the leather was coming off, creating the streaks which have continued to worsen. He stated that recoloring would only come off again. He also said the wrinkles and sagging of the cushions were the result of stuffing compacting.

He filed his report and said that Mathis Brothers CS would call us. When they did not call, we called them. The rep we spoke with reviewed the photos and said that the marks were the result of "Rough Use"-(her words). The sofa was only 3 months old. We have no pets or children. I asked for a supervisor and was promised a call.

2 subsequent calls by us received the same response and no supervisor call. Ms. Kahn called one last time (her words) to tell us the problem were caused by “Friction”

2 RETIRED FOLKS SITTING ON A NEW $2000 SOFA WATCHING TV AND READING. FRICTION! REALLY?

She also said the Sofa was a special order so they could not help with the problem. The only thing special was the color. Every color is special. The product is clearly defective - poorly made with sub-standard materials - Cheap leather and stuffing materials.

Their printed warranty states a one-year coverage, but it is now obvious that their strategy is to stonewall us until we go away.

my customer number is [protected]

I bought a floor model piece of furniture from the Irvine, CA location shortly after it opened. The salesman was new and told me that if I bought the protection plan that any material issues and mechanical issues would be covered. That was not correct, Mechanical issues are not covered. That said, the love seat was covered by manufacturer warranty for 12 months. Mathis brothers sent out a repair person initially in good faith and he determined that the loveseat needed a replacement mechanism. This started a long journey of 2+ years and my loveseat is still not repaired. Do to covid, I was told there were parts availability issues. totally understood. When they did get the part in it was not the correct part. The 2nd time the part was ordered it sat on their shelf for several months and was scheduled for service/installation. I followed up and they did schedule a technician to install again. The tech showed up without the part; this has been the case now the last three service calls to my house. Today I was told that the sofa I bought was 'as is' and they act as if I am unreasonable to want my loveseat repaired. Please help. My customer file is a case study for business students on how customer service truly starts after the purchase is made and how customer retention is easily lost.

My wife bought a lazyboy couch and 2 loveseat Upon delivery, they put the recliners and couch together and noticed somethings were not all there and 1 remote that is wore do much that the lazyboy stamp is almost wore completely off. I want to know if we bought used furniture as from the looks of the remote , we did.

We were told then by the delivery men that customer service would call us to get the parts needed and a service tech would be scheduled to put the electric hanging out of the chair where it belonged.We waited 2 weeks with no call from Mathis brothers and called customer service. We received all get the cords and no remote. I've called numerous times to get this straightened out to no avail.

I have the extended warranty. Purchased all 3 early 2022 . Just husband and myself but looks like large family lives here and it’s 5 years old .

Not pilling but a fuzz about an inch long on areas where we sit . This was NOT cheap . Love the design and thought Lazy Boy was a decent brand . They need to know this material is awful . Looks good , just don’t sit on it !

I am very unhappy about this and do want a resolution. I do not want to go directly to the brand since I purchased from Mathis Brothers ,

How do we fix this ? Didn’t spend over $4,000 for a Salvation Army look .