Mathis Brothers Furniture

Power recliner delivered 5-13-21 Had to wait 5 months on back order. We still didnt get upset. But now we are getting disturbed...12-18-21 Chair does not work. Not even 1 yr old. Filing complaint with BBB to get this resolved ASAP!
I need chair replaced or new motor repaired. Read horror stories now im worried. We spent a boat load of money. I hope this isnt a Walmart store...
We have contacted store by email and messages. We are preparing for the worst. Just because we spent a boat load of money doesnt mean its going to last. We are learning a hard expensive lesson.

Purchased a Zahara Pub table and 4 barstools 5/10/19. purchased extended warranty at the same time. Contacted Mathis Brothers Customer Service at 866 981 1212 on 12/10/20 to advise split on table base, rep sd will open a claim #514557 and I will receive a call back in 5-6 days. No response, so I sent company a text on 12/10/20 for follow up. No response. Called 12/21/20, rep sd submitted for table base, in pending status, another 7-10 days for response. Nothing. Called 1/4/2021, CS sd still waiting for parts from manufacturer to replace base. 2/23/2021, CS sd she will escalate for upper management to review, hold 3 days. No response. 3/2/21, CS rep sd she sent an email to managers per their policy, sd policy states a manager will return my call within 4 hours. No response.

I recently received a $50.00 gift card in appreciation of being a loyal customer.
Today I went to purchase toys for my grandchildren went to select many toys that were over the $50.00 and that was fine, but when I went to the counter (which I had to stand in line for over a half hour) I was told that I had to purchase $399.00 of other merchandise in order for $50.00 to be provided. I was very angry that I just left the items at the counter. I have been a customer for over 10 years, purchased 2 sets of living room furniture, dining furniture, sofa beds and recently a very expensive mattress. I feel that the gift card was a rip off, I will never buy one single thing from this furniture ever again. This is the way you treat customers.
Sorry I wasted all my money on this store.

Ruben and Rose Gutierrez

I bought a sofa, love seat and a recliner in 2016. Over the last year I have been trying to deal with the local
Customer service at the Ontario store. I have been mainly dealing with the Customer Service Manager Jennifer with absolutely no resolution. We bought the extended warranty on the pieces as we were told from the sales associate that by having small children if there was a rip, scratches or even if our cats were able to claw through the "genuine leather" this warranty would cover any of our needs. She stated this way we would have the manufacture warranty and now this warranty.

Since buying the items, the center counsel buys and bolts have fallen out three times. The first time, your company came out. The second when I tried to contact your company I was told to have "a family member take care of the minor issues". So my husband did. Since the third time, it STILL hasn't been fixed as we can no locate all the nuts and bolts needed. I believe some might me stuck in the couch.

On top of this, the leather is torn from the seams and had turned colors. Most of the leather has turned a reddish/rust color despite us using the products given to us.

The last time I spoke to Jennifer she explained even though at that time my warranty was still valid that neither the warranty that was "given" to us, nor the one we purchased would cover any issues we are dealing with. This is ABSOLUTELY EXCEPTABLE! I am disgusted by the way I have been treated by your company and the lack of responsibility your company has chosen to take over faulty merchandise. I have tried to call your corporate office many times however, they just keep transferring me to Jennifer at the Ontario location.

It now appears the extra warranty is now expired, even though I have been speaking with your location for about a yr now. Your company speaks about great customer service on all your advertising however, you do not stand behind your products.

Please contact me as soon as possible to discuss this issue.

Thank you!
Jessica Hansen
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