Mathis Outlet — Attraction in Oklahoma City

To be clear this is not an argument with Ashley manufacturing. I like the couch. It does have issues spreading due to nothing holding pieces together. The seat cushions also fall off easily. This review is for Mathis as a company with customer service.

Warning!!!!! Mathis is not what it used to be. My family shopped there my entire life. I am 50 now. So when deciding to furnish a new home what did I do? I went to Mathis and found a beautiful large Ashley sectional. I paid an extra $300 to be part of their "special" club that assembles, delivers, and adds that bumper-to-bumper warrantee. Well, you know what Tommy Boy says about warranties? ,A month in now we realize there are six bolts missing from this sectional, which will make the legs break. It has almost broken one already. I called & the customer service rep was so rude & dismissive. She told me it was outside the seven days so it would take 2 to 4 weeks to get the parts. No genuine apology. Not even sorry this happened or that I have had a bad experience. The only apology I received was a curt one when I said what am I supposed to do for a month. I can't sit on the couch .... "Well, Ma'am, that's our policy." It was sharp, short, & really bad. who knows to look to make sure that bolts are in a Mathis couch. Don't we think more of Mathis Brothers than a cheap store? Believe me, it wasn't cheap. It's the big beautiful orangy brown one in the front entrance. I bought every piece. I can't sit on the couch because we might break it. Explaining to them that this lack of service (that I paid extra for by the way) may conclude our business for the future didn't seem to help either. What's happened to Mathis Brothers?. Oh & I have to send pics to prove it. (To be clear it says outlet but the furniture is not supposed to be damaged or bad in any way. It is not like the old "As-is" kind of outlet)

Embarrassing to the legacy?.... hmmm. Maybe they don't care anymore. Another Oklahoma business that has lost its mojo through generations due to faulty customer service.

I was offered a $100 gift card by her supervisor for my inconvenience. Wow, I paid 300 for the customer service that I will no longer need except when this couch falls apart every time of course.

Oh here are some of the pics I had to take for them so I figured I'd put it here. Thanks Mathis for helping me prove my case.

The love seat section had none of...

DO NOT SHOP HERE! Their people, and Mathis in general, are completely incompetent.

First, we bought two couches and a large ottoman that matched one of the couches. Well, the genius salesman didn't add the ottoman to our order. So, they were nice and gave us a discount and since it was a hassle. I had to purchase on my credit card, instead of the Synchrony card that I opened with them, but whatever.

Well, everything gets delivered and they deliver the wrong color (you'd think you'd deliver the same color as the couch it goes with, but nope). They redeliver - the same color. So, we waiting a couple more weeks and finally get the right color! But it was the wrong sized ottoman.

Well, we go in to talk to them to make sure they can get everything correct next time and purchase a rug. It's a small rug and they obviously can't just GIVE IT TO US! They have to deliver it. So, they set to deliver with the ottoman. The delivery day comes and the ottoman is finally correct, but they messed up the rug. Of course.

Fast forward to today, we ordered a dresser through Ashley furniture, but it has to be fulfilled by Mathis. Well, in our confirmation it states Hassle Free Delivery + Assembly"! Hooray!

Lastly, because of the issues with the ottoman mentioned above, they were going to credit it to us. Well, they credited the Synchrony account and not the credit card we bought it with and can't fix it.

Our dresser arrives, after waiting 5 weeks and they refuse to assemble it.

NEVER BUY FROM MATHIS.

UPDATE/EDIT: The delivery drivers they hire (third party) are fantastic

Update 2: I had a response to my original from Mathis but had to edit and accidentally deleted. But, yes - there was miscommunication at the beginning. Not including my ottoman in the order was the least of the worries. The fact that it took 4 delivers to get the correct one, then we were also delivered the wrong rug is ridiculous. Add in there that your people applied a credit to the INCORRECT credit card and can't fix it is not the best look.

REPLY: I did not finance the Ottoman. Because it was not added to my original bill, I paid for it on my other Credit Card, not the Mathis Synchrony. But your people refunded it to the Synchrony. According to you, that is against...

Too long; Didn’t read version: Some nice stuff, younger associates were more respectful of space, older associate infringed.

Couldn’t shop in peace because of the older associate. First walked in and my husband and I got the standard, “Welcome, have you been here before/are you looking for anything?” Returned the greeting and said we have been and were just looking, but would reach out if we had any questions. At first that was respected, and about halfway through the store a younger associate checked in to make sure we were okay, which we said we were and she told us her name and where to find her in case we had any questions. No issue there, but I guess the older guy that first greeted us didn’t like that as he hovered over us the rest of the time there. Tried suggesting couches that were good for company, and my husband said that’s not what we were looking for and again said if we had any questions, we would reach out.

Made it back to the mattresses, husband joked to me about the price of one and guess who came walking up behind us to ask us how much we spent on our last vehicle? This time I answered, “Too much. I’ll let you know if we have any questions.” Then he goes on to say how he heard my husband’s comment about the price and was going to make an argument that it was a good investment if we bought the mattress.

Towards the end we looked at a sectional discussing the ottoman….Guy comes up and inserts himself into the conversation again, talking about how he has this same sectional and his wife likes the ottoman that comes with it. We left. I get they have to make their sales, but dude wouldn’t back off after saying we would reach out if we needed help multiple times. Younger associates were more respectful. Some good...