Mathis Outlet — Local services in Oklahoma City

I am writing in to inform you of a situation. My husband and I are very disappointed in our order.

My husband and I started looking for new couches the end of October and we were originally going to place our order at your Memorial location, but my husband got a bad vibe and wanted to take a couple of days to think about it. I mentioned to him about going over to your Portland location, so we did. We went over and spoke with the manager Josh and salesman Denzel, we were looking at a Michael Nicholas Spartan set and took a couple of days to decide, talked about it and decided to go place the order with the Portland location due to the customer service we felt was sincere at the time and paid in full. Josh said we would get our order with in 6-12 weeks. As we were waiting, we decided to check on it to see how it was progressing, as something told me to call and check on our order. After three weeks, I was told our order wasn’t going to be delivered until the end of March and I then asked to speak with Josh and he said he would reach out to the manufacturer and get back with me. I waited three days, never heard anything. I called him and he said you haven’t even given this a month, I said ‘’no, but March is way longer than what we were told by you’’. I asked him if he had heard back from the manufacturer, he said “No let me call you back”, and again no call back from Josh, so I called him after two days. He said give it 8 weeks then check back, showed no care whatsoever. After thinking about it we decided to go into the store because we felt lied to and the manager Josh showed no care of our concern. We went on November 18th, and this is when we met the manager Sunny and the salesman Nathan, I shared the situation with them, and Sunny said let me reach out to stop the order, go with Nathan to pick something else out. We stayed with the Michael Nicholas brand, and everything was in stock, I informed them I had all intention of asking for my money back, but with them sincerely listening to my concern, I was willing to stay with Mathis Home. The situation was brought up to Derrick the store manager and he stated we would lose 40% of our money. I informed Nathan I was heading to the store, this isn’t right when we have been lied to by Josh in the first place. We do not want the custom order 53B991989 but have decided to purchase the set that is in stock. Nathan and Sunny spoke with us about quote number 53C091521 including the coffee table and end tables we spoke with them.

If Josh would have been upfront with us in the first place on how long the custom order was going to take, we wouldn’t have chosen that. Josh showed zero concern or care when I was in the store last night. Nathan and Sunny were the ones to calm me down and asked if I would come in and speak with Derrick the store manager, he is off today so I am reaching out through here. Josh is very unprofessional he didn’t care about my concern because I had already...

Where to begin. I ordered two recliners, sofa sleeper, loveseat with swivels added to recliners in March. Everything was on back order but was supposed to arrive by late May, but was told to call periodically to see if anything arrived early. I called in mid April and was told that I already got the couch so I had to spend over 2 hours calling, getting hung up on, and calling back until I got ahold of a manager to resolve their error. Called in early May and was told “ oh your chairs have already arrived last week. I made arrangements to pick up instead of waiting an additional two weeks for delivery. So I called at 2:30 on the day I was to pick the chairs up and then again at 4:30, each time telling them I would be there by 6:00 and to put the swivels on the recliners. When we arrived, we were told to park and the staff would bring it right out, but after an hour waiting I went inside to find them putting on the swivels. They didn’t bother to tell me that they forgot to put them on and I ended up waiting for two and a half hours. I got the chairs home and they reek of penetrating oil that they got on the cushions while putting on the swivels. They wouldn’t replace them. I called on the date my couches were supposed to arrive and was told that an outlet store in North Carolina would get my couch’s first because it was the manufacturers outlet store and they got first priority. So I again spent over two hours on the phone with them until I finally got store manager and was assured that what I was told was false. The original date for delivery was May 20, then mid June and now July to get everything. I was also told that I had free delivery, but upon setting up a delivery date, I was told that if I wanted them to bring the furniture inside my house and not just leave it in my driveway that it would costs 70.00 more. We had to prepay in order to get placed on the waiting list and was told that we would have to pay a restocking fee if we wanted a refund, so we had to just stick with it. Mathis brothers is a large company with several stores in several states, and they own Ashley furniture also. I did get results when I was able to actually talk to the manager, but I left several messages with my salesperson and got zero calls back until yesterday. I have to wonder if they have become so large that profits outweigh customer service, because I was let down by their customer call center, warehouse staff, and their sales staff. After I finally get my furniture, I will no longer do business Mathis...

First off…. I have bought numerous items from this outlet over the years and have generally been very pleased with their service. So based on that they really get 5 stars but today’s experience was frustrating. I received an email from Mathis outlet letting me know I have rewards awaiting to be used. You see I just moved into a new home and spent several thousand dollars furnishing my new home, so I had quit a few points accumulated. So I went in today to buy a new rug. After being greeted by I swear every sells rep (super pushy) I finally decided on a rug. I told the young man that helped me that I had reward points and showed him the email. He brought my account up and took me to the check out area. While waiting while the look up my account the sells rep. walked away but it appeared he was coming right back. The clerk behind the desk said your account is expired and you can’t use the reward points unless you pay $99. I said okay I wasn’t informed of that when I signed up or when I talked the sells rep., can you tell me when my account expired? The clerk said yesterday. So I said I just got the email yesterday and it didn’t say I had a limited time to use the points. The clerk behind the desk yelled back at what I assume is his boss if I could go ahead and still use my points and she said nope. I told them just to scrap the whole transaction and sorry to the nice sells rep. but I was good. Now with all that said I find this to be poor customer service. Their somewhat abrupt and non concerning interaction with me was poor. Now for the moment they might just think oh well we lost a customer but I’ve been shopping at Mathis Brothers since I was a child with parents and now as an adult. Their unwillingness to work with me or even offer a simple apology might have just lost them a customer for life who likes their inventory and almost never leaves their store without buying something. I’m not really upset or mad just disappointed. I feel like I was pushed out the door and told we don’t really care about loyalty or simple customer service. There’s so many options out there I will definitely try every other furniture possibility before returning to any Mathis...