I am an American living in San Miguel de Allende, Mexico. During a visit to my brother in Indio, California last September, we went to look at furniture at the Mathis Brothers store there. We found the exact sofa and chairs for our living room that would be perfect. We fell in love with the pieces. After returning to San Miguel I noticed on the internet that they had a store in Oklahoma City. I checked with a local transportation company here in San Miguel to see if it would be cost effective and possible to have them pick the furniture up and deliver it to San Miguel. It was. On May 13, 2016 I called Mathis Brothers and ordered the furniture through there sale rep., Natalie, and paid for it with my Amex platinum card. The card was charged the same day. I received confirmation of the order ( order #[protected]) and the payment from Natalie the same day. On March 21, 2016 I sent a copy of the Bill of Lading from the transportation company to Natalie and indicated they would be picking the furniture up at or about April 26, 2016. She responded back indicating no problem, they would be ready. On April 5, 2016 Natalie emailed saying the order was ready for pick up. On April 16, 2016 I emailed Natalie saying my transport company would be picking the order up on April 20 or 21. She responded no problem, they would be ready. On April 21, 2016 Natalie called me to confirm when the driver would be arriving and I told her at about 12:00 noon. She asked that I give the driver her direct number to contact her in advance of his arrival so she could make sure the pick up went smoothly. I contacted the owner of the transport company and he gave this information to the driver.
This is where things began to unravel. The driver attempt to contact Natalie but only got her voice mail and left a message as to his time of arrival. About 12:00 noon on the 21st I was called by the owner of the transport company telling me that when the drive arrived, the manager at the distribution center, Shawn, told the driver he would not release the order today due certain paperwork issues. This did not seem right since they had all the paperwork for weeks and I had receive numerous confirmations from Natalie that the order was ready. Also, this was a major issue for me because the driver had other pick ups in other parts of the country and could not wait till tomorrow. I called Natalie and after about a half an hour was able to talk to her and she said she would due what she could to help. With continued attempts by to driver and myself to persuade Shawn to release the order to no avail, the driver had to leave after 4 hours of waiting . I continued to call to find out the details. At about 5:00 p.m. I was able to finally contact Natalie and suddenly she was unwilling to discuss the issues with me and forwarded me to her boss, Mr. Watkins. Mr. Watkins, as it turned out, was Shawn, the person who refused to release the order. I talked with Shawn who now told me he would not release the order because he believed it was a fraudulent shipment due suspect phone numbers and he was going to cancel the order. The only number they had was my MagicJack number which is a VOIP number for the U.S. which I used so Natalie would not have to call my local San Miguel number which would make it easier for both of us to communicate. Neither she nor Shawn ever asked for my local San Miguel number.
I am angry and livid that this one person, Shawn, accused me of perpetrating a fraudulent order, denying me the furniture that I had already bought and paid for and has caused me to incur hundreds of dollars in cost to the shipping company who arrived to pick up an order that he would not release. His accusation is an attack on my character and integrity.
I am seeking recovery of the hundreds of dollars of out of pocket costs to the transport company. I am also seeking release of the furniture with delivery to be at the expense of Mathis Brothers.