Mathis Brothers Furniture

On March 25, 2020, my family purchased a dresser on PO#55A709156 and a Dining table set with 4 chairs on PO# 55A722209. I picked up the furniture myself approximately the next day. When we got home and opened the boxes, the dresser had a broken drawer, half of the drawers were off center, the side had a screw tip that had gone through the wood. The dining table had a split on the outer side panel edges measuring approximately 2 inches in length; two of the four chairs had a split next to where they inserted the threaded inserts that connects the legs to the base. We also purchased to chairs on clearance that had their legs broken. We asked the sales woman Dolores Valenzuela and the warehouse employee if the chairs were damaged since the price was so low, and they both answered that the chairs were “NOT” broken. Upon my inspection, I called Dolores for help and she referred me to customer service. It should be called "Customer Disservice".

I called and spoke to whom was later identified as "Samantha" (Customer Service Manager) I tried to express my concerns, but she kept talking over me and basically said she would not pay for shipping charges concerning the manufacture damaged items, because I did not pay the 257.00 dollar outrageous shipping cost. I live in Calexico, California, by the way; it is about 100 miles from the store. So I asked her to transfer me to her store manager since she was unwilling to help me. I left a message at Audrey Rodriguez' voice mail with no call back, and meanwhile my seven day no return policy window was slowly expiring.

I called Samantha to see if she could reconsider, she finally agreed to paying half after I sent her pictures of the damaged product. I agreed to pay approx. 150.00 to exchange both items and return on the two clearance chairs. I received a call from a Denise from the Indio Customer service Center and said she would like to create an exchange for the dining set and dresser for April 18, 2022. So she did and emailed me an exchange order on April 4, 2022; I remember asking her if all the items were available in stock and she said "yes", so I agreed to the promise date. Well, 2 days prior to the delivery date I called Samantha to review the terms of the exchange and she tells me that two of the chairs from the dining set are in fact unavailable and that the delivery would not be done on April 18, 2022 but it would be delivered until May 5, 2022 "IF" the two chairs arrived on their next truck delivery.

I was astonished at the miscommunication between the associates and the Managers and what they tell the customers. I told Samantha that in that case I would prefer to return the dining set based on their incompetency to create and complete furniture orders and delivery promise dates based on false stocking information by their own employees. Samantha told me that now since I wanted to return the dining set, that I now had to pay the full shipping price for the return or bring it in myself, and if I still wanted to exchange it, I would now have to pay 110 dollars for the exchange delivery of the damaged dresser and 126 dollars extra to pay for half of the delivery of the damaged dining set, because "the store was not about to provide me with a free delivery service". I called the payment department to pay the 106 dollar exchange delivery for the dresser and spoke to Kendra; she was very nice and understanding and also apologized for my bad experience. She told me that I had paid for the exchange of the dining set and not the dresser and that the delivery date was May1. I told her it must be a mistake, because Denise had assured me that the exchange delivery was for April 18. Needless to say I was distraught and frustrated; Kendra assured me that she would get to the bottom of it and call me back by close of business. I never got a call back that day.

I called later and spoke to Denise whom originally created my exchange order, and I asked her if she remembered telling me that there was enough merchandise in stock to set the delivery date and she stated that she did remember, or else she would never created the exchange PO. She also told me that the reason that the date on my delivery was off was because it wasn't paid yet, but I told her it was already paid, but then she said that it was scheduled on my account and not my daughter's. Denise then moved the dresser delivery date back to April 18 for me after apologizing for the mishap. I was promised by Denise that she would speak to her boss Samantha to make this right, but I never received a call back. I informed Samantha that based on bad stocking information from Denise, I was respectfully requesting that the Indio store write off 100 percent of the shipping and handling fee for the exchange, but she refused and stated that the store needed to get paid for the shipping cost because the manufacturer did not pay them for shipping.

This argument proves that Mathis Brothers does not care about the concerns of the customer and only cares about their profit margin. I have never heard of a well known furniture store that wasn't willing to take a 300 dollar write off to settle a customer service issue. I then decided to escalate the matter to the District Manager at the Corporate office in Oklahoma. I called Corporate and was given the run around for an hour and kept getting transferred back to to the Indio store. I kept telling the call center that I wanted to make a complaint and I was still being transferred to the Indio store.

I finally got a call form Audrey Rodriguez (Store Manager) whom stated that she never received a message from me. I didn't even have the strength to argue with her because I am sure I left her a message on March 26 and another on April 18 to be exact. So, surprising to me, she did not want to write off the shipping charges neither, even after I explained what my family had gone through. Audrey stated that even though all of this ordeal happened because of a stock information mistake by one of her employees, the store should not bare the full responsibility of the shipping costs and that I had to fulfill part of that cost. Wow! After I realized I wasn't going to get through these people, Audrey and I came to an agreement that it would be best that I just pay the remaining 40 dollars for a total of 150.00 in shipping and handling costs from the original agreement Samantha and I made. I forcefully agreed and set a final exchange delivery date of May 1, 2022.

In conclusion, We pray that the dining set and chairs are not damaged so that we can leave this horrific ordeal behind us and NEVER shop at Mathis Brothers ever again. I hope that whom ever reads this can make a change or at least put better qualified personnel that have skills and compassion towards the rising needs of a paying customer. I do not feel I should of paid anything for the delivery of any of the items due to the aforementioned unfortunate circumstances caused by Mathis Brothers personnel.

Thank You

Jesus Alvarez

Around October, 2019, I purchased a Lazy Boy Chair from Mathis Bros in Indio. Last week I noticed on the headrest, the dark brown leather color is worn away in one spot and is now a light tan color. I called Mathis Bros this morning and the lady said I have a five-year furniture protection program, so she transferred me to the customer service. They transferred me to the complaint department, but I was on hold so long that I decided to go on line to see if I could file a complaint here. My name is Joanna Senters, 78867 Cadence Ln., Palm Desert, CA 92211, [protected]. My email is [protected]@gmail.com.

We purchased a 3 piece living room set and other items on June 5, 2017 from the Indio, CA Mathis Brothers Furniture location. Our order #[protected] states the living room furniture is Barrish Sisal sofa, loveseat and chair. We also purchased bedroom furniture, king size mattress, as well as Furniture Protection Plan warranty on all pieces. on this same order. Our order totaled $4, 216.61. Since we were new to the area and had purchased a vacant winter house in a retirement community we asked our realtor for furniture store recommendations and she suggested Mathis Brothers.

The salesman was nice and the furniture was delivered on time. Unfortunately we noticed almost immediately that the seat cushions slip and do not hold their place. We were surprised to see flimsy pieces of velcro on the bottom of the cushions that is supposed to hold the cushions in place...it fails miserably!
Additionally the back cushions on all 3 pieces are sewed in place. The cushions are all misshapen and cannot be "plumped" into shape because they are sewn in. This set is cheap and is not wearing well at all. Unfortunately we had to return to Seattle within one week of the 6/7/17 delivery and did not return to this home until months later in November 2017. Otherwise we would have called to report the problem sooner. The problems with the cushions continued to get worse after we returned in November 2017 so we called the number on the warranty information and were advised that these problems were not covered under warranty...only select spills or stains are covered. We explained the problems we were having with the velcro not holding the cushions and the cushions being misshapen. The Indio customer service location could care less about these problems, kept repeating it wasn't covered under warranty in spite of the furniture being brand new and put me on permanent hold when I asked to speak to a manager.

Since that time I have called the Indio customer service/warranty dept on two other occasions to report the same ongoing issues with the furniture. They do not care at all, only give the standard response that the furniture isn't covered under warranty, and put me on permanent hold without anyone else picking up the phone when I ask to speak to a manager.

This furniture is extremely poor quality. We have used the furniture from Nov 2017-March 2018 at which time we returned to Seattle. We then came back to this home in November 2019 and are currently here and using the furniture. So the furniture has been used for a total of 5 1/2 months and was defective and reported immediately after delivery. The velcro on the underside of the seat cushions is simply not long enough to hold the seat cushions in place. And the back seat cushions are misshapen and cannot be removed to plump them up and attempt to return them to an acceptable shape. These are obviously manufacturing problems and it is appalling that Mathis Brothers Furniture refuses to stand behind the furniture that they sell. And it is also appalling that the furniture warranty we were sold apparently is worthless. And worse yet is the lack of customer service demonstrated to us in our three calls reporting the problems. We either need a repair person to come to our home to fix these issues or a refund of our purchase price on these 3 pieces. Our name and telephone number is on the order #. Please help us Mathis Brothers Furniture and make this situation right. Thank you.