Mathis Brothers Furniture review: Formal complaint regarding incomplete delivery, failure to fulfill contracted purchase, and recognition of exceptional employees

I am writing for two reasons. First, I would like to formally recognize several employees whose professionalism and customer service prevented your company from losing a long-time customer. Second, I am lodging a formal complaint regarding the incomplete delivery of furniture purchased from your company and requesting immediate corrective action.

On May 29, 2026, my fiancée and I visited your Home Store location at 3400 West Memorial Road with the intention of purchasing two items: a Mustang Power Sofa and a Mustang Power Recliner. Both items were being advertised as closeout display-sale items.

We worked with Sales Associate Jasmine Mills, who informed us that the sofa display had already been spoken for, while the recliner remained available. We asked whether a new sofa was available so that we could purchase both items together. Jasmine advised us that another local Home Store location had a sofa in stock; however, that location would not sell the floor model, even at full retail price.

Frankly, I found this difficult to understand. In decades of purchasing furniture and household goods, I have never encountered a company unwilling to sell a floor model at full price when no other inventory existed. We left that location frustrated and disappointed.

Because my fiancée and I have spent in excess of $12,000 with your company during the past year alone, I drove to your West Reno location with the intention of speaking to management regarding the situation.

Upon entering the store, I was greeted by Sales Associate Quinton Bridgeman. I immediately informed him that I was an unhappy customer and that I was frustrated by the experience we had just encountered. Rather than becoming defensive or dismissive, Quinton listened carefully, verified the inventory situation, and took ownership of the problem.

He invited us to continue shopping while he personally researched inventory throughout your system, including stores outside the Oklahoma City area. After spending considerable time attempting to locate the sofa, he ultimately confirmed that no additional inventory was available and that new stock would not arrive until September.

Despite this disappointing outcome, Quinton continued searching for solutions. He suggested that we visit the closeout section of the store and speak with another employee, Chris (whose last name I unfortunately do not know). Chris was already aware of the situation and immediately began assisting us.

While in the closeout section, we located an AHO Natalia Leather Sofa Clearance Special. The sofa was marked at $971.10. Without being asked and entirely on his own initiative, Chris approached Jacob Lopez and secured an additional $100.10 discount to help address the frustration we had experienced throughout the day.

This was an exceptionally smart and customer-focused decision. Chris recognized that the company was at risk of losing a customer and took proactive steps to preserve the relationship.

Together, Chris and Quinton saved a sale that otherwise would not have occurred. More importantly, they preserved a customer relationship with someone who still has multiple homes and future furnishing needs. Their professionalism, patience, and commitment to customer service should be formally recognized by management.

As the store was closing, both Quinton and Chris had already clocked out. While proceeding to complete the transaction, I located a new recliner that met our needs—a Moto Pendleton Auto Glider priced at $1,588. Because no sales associates remained on the floor, I photographed the item and completed the transaction at the sales counter.

Jacob Lopez assisted us with the purchase. He informed me that my membership had expired and showed me that renewing it would save money on the transaction. He also assisted us in selecting a delivery date of Friday, June 5, 2026.

Unfortunately, that is where the positive experience ended.

On Thursday, June 4, I began receiving automated delivery text messages. The messages referenced only the sofa and not the recliner. Concerned that part of my order had been omitted, I spent approximately 45 minutes attempting to reach customer service before finally speaking with a representative. After explaining the issue, I eventually began receiving updated notifications reflecting both items.

On June 5, the delivery crew arrived. The delivery personnel themselves were friendly, professional, and courteous.

However, neither item arrived packaged as new merchandise would normally be expected. Neither the sofa nor the recliner was in a box or protected by any type of wrapping or covering.

After bringing the furniture into my home and completing setup, the delivery personnel discovered that the sofa was missing essential components, specifically the battery pack and electrical power cord required for operation.

I was placed on the phone with a delivery coordinator who assured me that the issue would be addressed. I was told the store would locate the missing components and arrange delivery. During that same conversation, I also requested the owner's manuals, operating instructions, and remote-control documentation associated with the recliner purchase.

I was assured that both matters would be addressed and that someone would contact me with an update.

No one did.

Saturday passed without any communication from your company. I subsequently contacted customer service again and spent additional time attempting to resolve the matter. After several holds and internal inquiries, I was provided two options regarding the missing power components:

Drive across town to the closeout store and attempt to locate the components myself.
Wait indefinitely while someone attempted to locate or order replacement parts without providing any estimated delivery date.

Both options are unacceptable.

I paid a delivery fee of $169.00 for your company to complete the delivery and fulfillment process. I did not contract to become part of your inventory-recovery process, nor did I agree to spend my personal time locating components that should have accompanied the furniture when it left your store.

Additionally, regarding the recliner documentation, Anthony Agins emailed me a manual that was not for the furniture I purchased. I immediately replied requesting the correct documentation. As of the date of this email, I have received no response.

The situation is now straightforward.

Your company has accepted payment, delivered incomplete merchandise, failed to provide required documentation, failed to provide promised follow-up communication, and has not completed the transaction as agreed.

Accordingly, I am requesting the following:

Immediate delivery of the missing battery pack and electrical power cord for the sofa.
Immediate delivery, either electronically or in print, of the correct owner's manuals, operating instructions, warranty information, and remote-control documentation for the Moto Pendleton Auto Glider recliner.
A full refund of the $169.00 delivery charge.

The delivery service was not completed as contracted. The furniture arrived incomplete, and I have been required to spend considerable time attempting to resolve issues that should never have occurred. Under these circumstances, retaining the delivery fee is neither reasonable nor justified.

I respectfully request that management review this matter and provide a response outlining the corrective actions that will be taken. I would appreciate contact within the next several business days so this matter can be resolved promptly.

While I remain extremely disappointed in the handling of the delivery and post-sale service, I want to reiterate that Quinton Bridgeman, Chris, and Jacob Lopez provided outstanding customer service and represented your company exceptionally well. Their efforts are the primary reason this transaction was completed at all.