Mathis Home — Attraction in Ontario

We are previous customers and we will never buy again. We received a damaged Caracole chair, a century sofa they sent 3 times that was damaged and finally settled on damaged goods, a damaged $5k piece of art, a damaged century chair, and expensive John Richard lamp all items noted as damaged by delivery person, on day of delivery and they would not take back. They did promise to reorder, or repair and this is has been going since 02/23. Months have gone by. The lamp is going on 6 months! This is worst place to buy special order, or anything else. They give false promises, and delay after delay. They refuse to give a refund on special order items but they feel the customer should deal with damaged goods "because it's special order" so we are stuck with junk but yet high end prices for high end items. The worse is the store manager, Josh out of the Irvine store, who does not take any responsibility, he does not even return a call. These matters are fully documented by a slew of emails. He prefers to honor the manufacturer's policy than those of his customers. Yet, time, and time again they say part or items are on the way just to receive another email with false promises over and over again. He seems to think the customer can just wait a year, accept junk, and simply say we cannot give a refund, replace the new item that we purchased. It's just not the manufacture it is the incompetence and disregard from sales manager, sales person, that once they sell it, they are done with you. You then are transferred to the dark do nothing warranty department, and mostly Josh, the store Manager (whom they say is fully aware) who should take responsibility, and staff who literally cannot keep their story straight when they are dishonest in responses, and written emails. Their lack of respect when speaking to customers, it is beyond belief. We have been so patient and kind but we have not received the same courtesy in return. They are insulting in their comments and responses, or in no responses as months go by only to find out "oh it was not ordered". It has become a weekly nightmare ritual of torment in calling to follow up to be told "Josh is fully aware and he wishes to wait in manufacture and their resolution (of it's on its way)" Do not believe that they stand by their warranty. Items will be delivered damaged and if arrives damaged they will not take it back. We finally cancelled the furnishing of our entire home. When you express this to them they don't seem to care because they cannot handle customer order. We did select a household of items but decided not to proceed because we could not keep up with accounting and status of damaged items, false delivery dates. They ruined the design and plan for our new home. They are not trained in communication or in customer resolution. Still waiting with no regard. As you note there responses are simply you felt you had a bad experience but no...

We had an amazing customer service with Tom. He was the guy that helped us. He was amazing what we did not like is when he informed us that we had to hurry up and pay the whole order we put a deposit of $3000 down when the deposit was only 1200 we put more than that down and our total was little over 5000 and he contact me a couple days later stating that we need to hurry up and have our stone tables delivered before we pay everything off so it doesn’t get stolen from the order because he said that has happened because those stone tables there was only three left and there as is and if we didn’t hurry up and have them delivered right then and there that they could be stolen from our order and that’s not OK we put a deposit down over the original deposit so therefore those tables were paid for and he is saying that this has happened multiple times where stuff was taken from an order because it wasn’t completely paid off and that’s not OK if you put a deposit down the order is secured policy wise it’s illegal for you guys to steal an order from another order that has already been paid or even more than partially paid so that needs to be fixed because that’s not OK if that was the case I would’ve been suing you guys just letting you know and another thing you guys need to change is we were informed that we pay online or through phone I called to pay through phone and I was informed that I couldn’t do that, that I would have to come to the store which again we were informed that we were informed by Tom that we can pay by phone or online so now I had to call Tom and he had to get a hold of his manager to make some kind arrangement so we can do this that needs to be fixed too other than that everything is good. Your sales person was amazing. Tom is amazing. Your other stuff needs to be fixed stealing order stuff not OK. so I’m leaving a four star rating because of Tom I don’t want to leave a five star rating because of the stealing from order that’s not OK I’m very irritated with that because he had to hurry up and put us in the system to be delivered on Monday with just the tables before we paid off everything else so those tables weren’t being stolen from our order That stresses your employees out and is not OK with us customers if it wasn’t for that you guys would’ve got a five star rating I’m getting a five star rating through my voice to...

My initial visit to Mathis Brothers in Ontario was at a very pleasant location. I will say this. the warehouse is very nice.

BAD SERVICE!! BAD EXPEREINCE My reason for going there was to purchase a Dining set, living room Sofa and Bed Frame. I will not mention the salesperson in this review. I explicitly requested the sales person to verify the items are in stock as I required the item for the upcoming weekend. I JUST WANTED TO PURCHASE A PRODUCT THAT WAS AVAILABLE AND READY TO BE SHIPPED! AS THEY PROMOTED. The sales rep confirmed they have it at the Indio store, can deliver it all at once, so I bought it and signed up for the membership for a better deal. I had asked this several times “ Please I need it for next week “ I need it to be in Stock!!

TERRIBLE ENCOUNTER:

I was never contacted to arrange a delivery schedule. I had to call several times to get this going.

I was expecting a call but no one called because they were waiting for the dining set to arrive before processing my order for 2-4 weeks without informing me. !!!!!

-I had to make multiple phone calls and was informed that the dining set was on backorder for 2-4 weeks, despite being initially told it was in stock.

I received my invoice through email and it includes a freight fee. By becoming a member, you will receive delivery free of charge! Absolutely not!! YOU WILL STILL BE BILLED! I called and spent 19 mins on the phone finally it was removed. ! why did it had to called this should have never happened.I had to pick up the phone for the third time to request the removal of the freight charges.

My sales representative was supposed to check into another dining set but he didn't follow through, failing to provide me with alternative choices. Completely disregarded my request or follow up. I had called left messages and text never heard bad.

My recommendation for anyone shopping at this store: Review your receipt to confirm no freight charges, and if they claim to have the item in stock, ensure it is documented because they may accuse you of lying or being mistaken later.

I'm disappointed because I only went there to pick up an item that was in inventory, not to wait for 2-3 weeks

I have been a faithful patron of Living Spaces, but I made the switch due to Mathis Brothers' advertising, which turned out to be a major...