Complaints

This profile includes complaints for Mathis Sleep Center's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Mathis Sleep Center has 18 locations, listed below.

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  Mathis Sleep Center

  3800 W Reno Ave Oklahoma City, OK 73107-6624

  
• 

  Mathis Sleep Center

  7503 SE 29th St Midwest City, OK 73110-5801

  
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  Mathis Sleep Center

  901 S I 35 Service Rd Moore, OK 73160-3188

  
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  Mathis Sleep Center

  7202 Quaker Ave Lubbock, TX 79424-2334

  
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  Mathis Sleep Center

  5320 W Sunset Ave STE 196 Springdale, AR 72762-4420

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a leather sectional from Mathis Brothers in 2019 I purchased a warranty as well with all pieces the leather has started to peel away from the sectional already we barely sit on it I contacted Mathis Brothers regarding this issue because the warranty department is stating that both receipts need to be in my name for some unapparent reason one receipt is in my name and then the other receipt is in their financing companies name but I never had the furniture financed I did a *************************************************************************************************************************************************************** that she would get back to me 10 days later she's not returning my phone calls or emails this is a $4,000 loveseat that I would like to have repaired I called them again and was rudely talked to from another lady and stated that there was nothing else they could do to help me and she hung up the phone after she was laughing stating the fact that I should have looked at the receipt and that's my fault there's nothing they can do to help me

  

  Business Response

  Date: 09/05/2022

  We hate to hear that there are issues with ********************** sectional.  It sounds like he called **************** to discuss the Manufacturer's warranty. However, that is only a 1 year warranty.  ****************** purchased the Furniture Protection Plan and needs to contact them at ************.  He can file a claim with them.  Let us know if there is anything else we can do.

• Initial Complaint

  Date:08/04/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a couch from Mathis Brothers, we purchased it at the ********** ******** location for the price of $922.95 May 2021, we were in the process of moving so we picked it up in September of 2021. We were talked into buying a warranty ($109) additional $ and the sales man said "purchase the is warranty and we will take care of you". They have not taken care of us. The couch cushion covers have come completely apart. I started calling on Sunday July 31, 2022 to use my warranty. I was told that for the first year it is covered by the manufacturer warranty, the warranty I purchased does not start until after that first year, if I wanted a refund for the warranty it would be pro-rated, which doesn't make sense because it isn't even something I can use right now. I went to the store after multiple difficult conversations with customer service. The manager, Trella, was rude and would not let me talk she continued to talk over me and said the only thing they can do is have a repair man come to my house to see if the couch can be repaired but it would be 4-6 weeks. I was also rudely told this couch is discontinued, and I did not purchase a ******** product so she cannot help me. I was frustrated with the manager constantly talking over me. I did not yell at her, or cuss her, she said to me loudly "There is the door you can leave". She treated me like I was beneath her and not worthy of being in her store. I have tried to get a hold of management on multiple occasions and no one will call me back. Due to the fact that I cannot sit on my couch currently, the difficulty I have had, and the rude treatment I have received, I want my money fully refunded. This couch should not have torn ** in less than a year. I spent good hard earned money with them and I don't appreciate no one wanting to help me. I requested the area manager call Sunday so that I could file a formal complaint for the way I was treated, as of Thursday August 4 no one has returned my call.

  

  Business Response

  Date: 08/04/2022

  We're sorry to hear the ********** are having issues.  The sofa does have a one year warranty for manufacturer defects.  We have placed an order for new casings for the cushions through Boulevard.  As soon as we receive them, we will notify the ********** and will get them sent to them asap.

  From the photos sent to our Customer Service department it looks like the casings were removed and washed.  This can cause material breakdown and this isn't covered by the manufacturer warranty.

  With regards to *Trella* at the Springdale store, we do apologize that the conversation seemed to get confrontational. We will be sure to address this with her.

  If there is anything else at this point, please let us know.  We can be reached as a reply or by sending an email to *******************************************************.

• Initial Complaint

  Date:07/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a sofa and loveseat at Mathis Brothers. The salesman, *****, told me delivery would be free and he enrolled me in a "rewards" program. He also said if I financed it, I would get a 20% discount even if I paid it off early. So I did. I paid $1300 on my debit card and financed the rest. I received a receipt showing the cost of the sofa, loveseat, and protection plan and the amount financed. When the sofa was delivered I received a "Delivery Ticket" that says Delivery charge $163.57 and Deposit Applied $1,201. This did not look right to me so I went to the store and they "explained" that the deposit was $1,201 not $1300 because $99 was used to pay for the rewards program. They said the delivery charge was "free" because it was part of the discount taken on the furniture. When I ask for a full receipt showing everything I paid for they were unable to do that. They printed one receipt for the $99 (which I never agreed to), and another receipt showing the furniture, the protection plan, the deposit paid and the amount financed. This did not add up to the total I had paid and financed. I was frustrated and they said their manager, ******, would contact me and explain everything. I left me email address. I spend several emails back and forth with ******, and the numbers never added up to the finance charge + deposit. When my loveseat was ready for delivery, I was told I owed another $47 before they would deliver the rest of my furniture. Another heated round of emails with ******. I stated that I was told my deliver was free, I have a receipt that says delivery is free, and I expect that to be honored. ******, disagreed with my and said that the "Deluxe Delivery" is just a SKU for the delivery charge, not that actual charge. I feel cheated, deceived and angry. I gave in to get my loveseat delivered. They still owe me $99 for the "rewards" programs that was (a) never documented and (b) not on the receipt. They still owe me $163.57 for "free" delivery.

  

  Business Response

  Date: 08/03/2022

  We apologize for any confusion with regards to the balance.  ******************** paid $1300 on her visa.  She also signed with Synchrony financing for another $4590.02 which gives a total of $5890.02. The previous balance was $5937.73, which is a difference of $47.71.  Our Store Manager removed the balance and the merchandise was delivered.  The Rewards program decreased the amount of the delivery.  If we were to cancel and refund the Rewards, ******************** would actually owe more.  the free delivery is Doorstep Dropoff delivery where we would actually ********** the items by the front door.  However, we delivered inside the home and set up the furniture which is our Deluxe delivery.  I hope this helps answer any questions.  If there are any further questions or concerns, please let us know.  Thank you.

  Customer Answer

  Date: 08/04/2022

  
  Complaint: ********
  
  I am rejecting this response because:  

  The response says "The previous balance was $5937.73" NOT TRUE. There was NO "previous" balance. I have never bought anything there before. My purchase on 6/25/22 I was charged $1300 on my debit card and $4590.03 on a time payment plan. There are NO OTHER CHARGES ON MY RECEIPT!!

  The response says "the free delivery is Doorstep Dropoff delivery where we would actually just place the items by the front door.  However, we delivered inside the home and set up the furniture which is our Deluxe delivery."  My receipt says "DELUXE DELIVERY $0." ZERO DOLLARS! I don't agree that they can TELL me it is free, give me a receipt that says it is free and then charge me. That is lying and deceitful.

  I have tried and tried to get a REAL accounting of what I was charged, but never succeeded. My receipt says "Sofa $2,287.97  + Loveseat $2,385.47  + protection plan $549" That adds up to $5,223.43. But I PAID $1,300 on my debit card and $4590.03 on financed which totals $5,890.03.  That is a difference of $666.60. That's a BIG difference. Where did that $666.60 go?  Even if you subtract the $99 for the "rewards program" (which I did NOT agree to, and is NOT on the receipt) that leave $567.60 of funds. Where was that applied? That's not taxes because the number is too big. The taxes are not even shown on the receipt. I would really like to see a list with each and every cost and how it adds up. I believe I have been ripped off and I can't get a straight answer.This is NOT higher MATH. It is simple arithmetic. Sofa + Loveseat + protection plan + taxes  SHOULD equal what I was charged the day a purchased which was $5223.43. If not, then something is WRONG.
  

  And now the sofa has a mechanical failure. It took me 3 phone calls to get a service tech to schedule an appointment.The loveseat was DELIVERED with a mechanical failure. They had to bring a second one because they could not get the first one to work.
  

  

  Business Response

  Date: 08/04/2022

  Again, we apologize for any confusion.  I should have said the "original" balance rather than "previous" balance was $5937.73.  I have attached copies of the receipts.  There are three different receipts because of the methods of payments.  The first receipt is the for the Mathis Rewards of $99.  This was paid with a ****.  The second receipt is for the Loveseat and tax for the loveseat.  The total on this receipt is $2,564.38.  This was financed through Synchrony.  The third receipt includes the sofa, tax for the sofa, protection plan and delivery.  This was paid with both the **** ($1,201) and Synchrony financing ($2025.64).  The total for these receipts is $5890.02.

  With regards to the delivery, this should have been explained at the time of purchase.  On the third receipt you do see a line that says Deluxe Delivery and it shows $0.  However, if you look at the totals towards the bottom, you'll see a delivery charge of $163.57.  The line that shows $0 is a placeholder for our Delivery teams.  They can look at it and see that it's a Deluxe Delivery, Doorstep Dropoff or Elite Delivery.  We can see how this can be confusing if it is not explained at the time of sale.  We will be sure to address this with our sales personnel.

  There must have been some communication issues with regards to the Rewards.  I've attached the signed agreement.  

  I hate to hear that there is a mechanical issue. If the technician cannot get it working easily, we will swap it out.

  I hope this helps clarify.  If there are any further questions, feel free to reach out to us at ***************************************************** or **************************************************.

  Customer Answer

  Date: 08/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: There is no amount of merchandise, tax, or other items that add up to $5,937.73. And I was told verbally and in writing that DELUXE DELIVERY was free.
  

  There were no receipts attached to the BBB response, only a PDF about the rewards program and it did NOT have the price in it. Neither did the website it referenced.

  
  What you are now calling the original balance is STILL undocumented. WHAT did you add up to total $5,937.73? You said there are 3 different receipts because of the methods of payment. I only received ONE receipt when I left the store. THAT receipt did NOT add up to $5,937.73. It shows Sofa + Loveseat + protection plan. It shows DELUXE DELIVERY $0. I did NOT received a receipt with a delivery charge. That was printed AFTER I started complaining that the numbers didnt add up. I was told at the store that delivery was free. I have a receipt that says DELUXE DELIVERY is free. Now you are saying deluxe delivery is not free. Lies? Deception? Or deliberate obfuscation?

  
  Sofa $2287.97 tax @9.5% $217.36 Loveseat $2385.47 tax $226.62 Protection plan $549.99 Rewards $99 = $5,766.41. I have paid you $5,890.03. Thats $123 more than the total. Even if I add in the disputed delivery charge it STILL doesnt total $5,937.73.
  

  Can you PLEASE tell me what makes the total $5,937.73?
  
  Sincerely,
  
  ***************************