Horrible Customer Service!
I just recently bought a dining set and then an office set. The salesman was incredible! He had a tape measure and helped me and my husband decide on the perfect pieces. Most importantly, he listened to our needs and was patient. We were in the store for almost 3 hours picking the perfect items. The delivery date was set for a Saturday so that we would be available.
The movers were wonderful as well. They were very careful and respectful of our house when moving the furniture around. Quickly though, we realized that the credenza was defective. One of the drawers was badly cracked, rendering it useless, and the side had a large crack.
I immediately called the store and was told that a replacement would arrive on Wednesday. I explained that I work and that no one would be at my home until after 3pm. They told me that they could not pinpoint a delivery time and that it could be any time between 10am and 5pm. I was forced to have to take a day of leave in order to wait. The movers showed up at 4pm. The new credenza was worse than the first. Me and my husband returned to Mathis Brothers to personally hand select a new credenza to be delivered. The man working the Customer Service area, Jarred Phillips, was rude and refused to look or talk to me when I was speaking. He directed all conversation at my husband. Further more he had the warehouse guys pull down the wrong credenza to be inspected. We waited in the store for almost two hours. I finally went back to tell Jarred that we were leaving and to just have a Quality Control person inspect the desk before delivery and he told me that wasn't possible. By the way, the people lined up in there with complaints was growing by the minute. There were some very unhappy people. I inquired as to a delivery time and AGAIN was told anytime between 10am and 5pm. I explained that I couldn't take another day off of work and asked if they could arrange the delivery for after 3pm. He say no and then rolled his eyes. I was furious.
Again, I took another day off of work to wait for the desk. No furniture ever arrived and no courtesy call to let me know this either. I called the Tulsa store to complain and they said that the delivery had been rescheduled for Friday and that again, I would need to wait. I then decided to contact the OKC store. I talked to Lee, a man who evidently does not know how to talk to people. He did nothing but tell me to just wait till the next day. He refused to let me talk to a superviser.
When...if they come tomorrow they can pick up all of the furniture and refund my money. I will never step foot in Mathis Brothers again.
Mathis Brothers Indio Attempts Fraud
I bought a new office suite from the Mathis Brothers Store in Indio, on June 9th,2008. They had 5 of the 7 pieces in stock, and promised the two remaining pieces by the end of the month.
We got the 5 pieces home and upon unboxing them, discovered that 2 of them were damaged.
We took the damaged goods back.
June 25th, they call and say that 2 of the pieces are in, but they can no longer get the Main piece, (the desk), and they offer us the damaged desk that we returned, at a discount. I tell them NO, we want the NEW furniture that we paid for.
July 3rd, they call, saying all pieces are in.
When we get there, they try giving us the damaged desk that we returned, back to us.
We refused it and they said that was the only one they had. We told them to cancel our entire order, and mysteriously they came up with a NEW, in-the- box desk.
We Got it home, and when unboxed, discovered that it too had been dropped from a forklift, crushing a corner and breaking it off.
Mathis Brothers offered to have someone repair it.
We refused. They told us they would order new, and put notes on the account, to insure only new, undamaged furniture would be delivered.
July 10th. The truck got here and started to unload a "Used" unboxed Hutch. I told the driver we did not order that. He then stated to unload a "Used" unboxed desk. I could see cracks in the side, where it had been screwed into another piece of furniture.
I told the driver that it was supposed to be New, In-the-Box furniture. He told me, they told him, to tell me it was new.
I refused the delivery and called Mathis Brothers. They said that there were notes on my account to only deliver NEW, In-the-box furniture. They could not understand how used furniture was being delivered.
They now tell me that they will deliver "New" furniture, this time, and i should expect delivery by July 25th, almost 2 months after my original purchase.
What do you want to bet, they deliver used, damaged furniture again, and try and pawn it off on me as "New" ?
Use "Extreme" Caution when dealing with this company, as they will attempt to charge you full, premium price, and deliver used, damaged, or Showroom Demo, furniture, and Fraudulently pass it off as new.
Mathis Brothers responded to
Mathis Brothers responded to the BBB complaint. Below is their response:
I want to assure you that no employee is ever instructed to lie. When dealing with imported product, made in China, we are subject to availability of their containers and ship times do change without notice to us. Also, every piece of furniture that is shipped to us requires some touch up.( IS DAMAGED) It goes into trucks and on ships and comes out of the box often with minor touch up repairs required to conceal damage. We will be receiving another container in August. I checked with the manufacturer and it is pushed back to the end of August now. We can exchange it when it arrives with the customers understanding it could be 6 weeks before we have it available. Our Ontario store is also out of stock and waiting on 2 containers.With the amount of trouble the customer has experienced and at least 6 more weeks before completion, I do not want to delay the customer getting their home office settled or any more frustration. I can pick everything up at their convenience and refund their money.
Mathis Brothers
Wow,
This sounds like a pretty sleazy operation.