# Damaged Deliveries, Faulty Furniture and Rude Customer Service
After a terrible experience with Mathis Home, I feel people should be warned before spending thousands of dollars there.
We purchased an expensive sectional after being reassured the full 5-piece set was in stock and available immediately — the only reason we agreed to purchase there and then. What arrived was only 3 pieces, not 5.
To make matters worse, the furniture that did arrive was already damaged: scuffed corners, marks on the fabric, and even a footprint on the back of one piece. Mathis agreed to take it away and replace it with a “brand new” set.
The replacement was somehow even worse.
The quality was appalling — understuffed arms with visible rippling, crooked seams, markings on the back fabric, and one wedge section sitting noticeably higher than the other four pieces. An inspector sent by Mathis agreed the sofa was not acceptable quality.
On the second-to-last day of my right to reject the sofa, I called to ensure this would finally be resolved properly. I was told they were only replacing two pieces — something I had never agreed to. After arguing, they said they would replace the whole sectional, but the pieces would come from different stores. I explained I did not want a sectional pieced together from different batches after everything we had already experienced.
I was then told I would have to wait until August.
When I complained, one employee actually said:
“I don’t get paid enough for this” and “I may not even be here tomorrow.”
The issue was supposedly escalated to a manager who never bothered to contact me.
By Friday I had completely lost confidence in the company and requested a full refund. This was agreed. I was then told to call and arrange collection, which I did, and collection was scheduled for today.
In the meantime, a manager called trying to persuade us to choose something else from the store. We looked — there was nothing suitable.
Today we waited in all day for collection. We called in the morning and were told someone was definitely coming. By 3:30pm we called again only to be told the order had somehow been marked as an EXCHANGE instead of a refund collection.
Customer service was rude, dismissive, “sorted it” while speaking over me, then abruptly said “you’ll get an email” and hung up.
This has honestly been one of the worst furniture-buying experiences I have ever had:
• Poor quality furniture
• Incorrect deliveries
• Damaged items
• Broken promises
• Terrible communication
• Rude staff
• Managers who do not respond
• Wasted days waiting at home
For a company selling premium-priced furniture, the quality control and customer service have been shockingly poor.
I would never purchase from Mathis again.
