Mathis Home — Attraction in Indio

I am very please with the service I received from two of your great Associates Landon and Cynthia. Upon entering I was greeted by Landon. He was very professional and personable. One thing that I really liked about his approach was that when I asked for some space to just browse, he was very accommodating. I looked around for about a half an hour by myself—time and space I needed to check things out. When I needed Landon he was right there to answer questions and research availability. I needed more time to make my decision and look into logistics, measurements, and what not. I left and returned before 5pm—the time that Landon was off. He again greeted me with a smile. He stayed with me while I took another glance at some of the things that had caught my eye earlier. I told Landon that he did not need to stay with me as it was now around 5:30pm, but he assured me that he was happy to stay as long as I would like. I had seen all that I needed to ponder my decision so we departed. Landon informed me that he was off for the next two days, but that I could call or text his cell phone with any questions or concerns. The next day, I text Landon and told him that I would be coming in that evening to hopefully finalize my decision so that I could get a Thursday delivery. He asked me what time I was planning to come in and he would gladly meet me. I insisted that I did not want him to come in on his day off, so he connected me with Cynthia. He said that he would give her all the details so that she could assist accordingly. Upon my arrival back at the store at 6pm, I found Cynthia at the front door to greet me with a warm smile. Cynthia too was very professional and personable. Cynthia worked with me checking availability and answering my many questions. She was very kind and caring in her approach. Both Landon and Cynthia were very knowledgeable of product. After thinking things over and checking stock, I decided on a sectional and Cynthia graciously and promptly processed the sell and set up delivery. I am most content with the entire transaction from beginning to end and I am excited for my delivery this Thursday, which has already been confirmed with your dispatch. I give Landon and Cynthia my highest marks! They are a great team! I also give your company high regards on styles, pricing, logistics, and customer service, and I will be delighted to recommend your organization at any opportunity. Thank you all very much for a job well done. Sincerely and...

Store made an error on whether something was available for purchase in-store and I drove 1 1/2 hours to the store to pick it up (I was told when I arrived, however, that it apparently had already been sold). I understand that mistakes happen and that's human--at the same time it was an entire waste of a morning for me. I have tried to reach out multiple times to Mathis. Zero response. Optimally, they'd try to match the price on another product. Minimally, it would be nice to get, say, a $20 coupon to pay for the gas it took me to drive there or something else nominal. But: Nothing. In light of that I can't make a case for why I'd ever go back to the store or buy anything from Mathis.

Updated: Further to my review and to the reply below from the store, what I neglected to include was that the specific person in the rug department (since this was a rug) told me that the rug was being "held" for me. At the time that she told me this, as I later found out, it apparently had already been sold without any indication on the product. The one person who should have known the status of this item should have been the rug department specialist. She made a mistake and I drove 1 1/2 hours in light of her mistake. So the response below that the item could have been sold while I was on the way to the store is wrong.

In my business if I make a mistake I try to do something to smooth this over even just a little--this is a simple matter of customer relations in order to build trust as well as to enhance the reputation of the business. The response below was the first time I had any response (despite multiple attempts) and I can surmise the only reason for that was that this was a public review.

My point still stands as outlined in my original review: there is no reason to return to the store since, if something doesn't quite work out, don't expect them to even respond or make any, even small, accommodation for...

It’s too bad that the systems and follow up customer service can’t come close to matching the selection and sales experience of this store.

We purchased about $10k of furniture from Mathis and had a series of issues, such as the delivery of multiple damaged dressers, beds without a bed rail, late product and more. Without going through a litany of customer issues, I’ll just say we reached the point of deciding we would not go back. However, we had points in the form of a credit that we thought we would use up first, so we went in to buy a rug for our entry way.

We thought we found one, though their system was such that they had to write up the sale three different times to apply our credit (which should have given us a clue) only to result in us discovering when we got home that they gave us a carpet other than the one we ordered. Upon some back and forth, we were told that the salesperson and the sales manager concluded that sales did everything right, but the warehouse tagged it wrong, and if we wanted the carpet we thought we ordered, it might be available in 3 weeks, which would not work for us.

We were then sent a picture of an alternative rug that was in stock that might work. We asked, to avoid an hour of driving, if they would deliver it and pick up the wrong one. They said no.

I spent 29 years of my career in retail with a company that sold furniture (among other things). I understand how things can go wrong and usually try to give the company the benefit of the doubt. After multiple service issues in which it regularly fell on me to invest time and incur costs to get what I ordered, I no longer have any doubt.

If this company could match their “back end” systems to their “front end” presentation, or could install better methods of recovery when mistakes are made, they’d be unstoppable. Without that, they’re a just a place I’ve...