Complaints

• Initial Complaint

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $10K white ******* ****** sectional from Matter Brothers furniture. It was delivered in September 2023. In December 2024 the sectional started to fall apart. The fabric at the seals is shredding and we cannot use the sectional without damaging it further. We contacted Matter Brothers only to learn that we are two months out of warranty and there is nothing they can do. This is obviously manufacturing problem, as the sectional was used lightly, and we are a small family who doesnt entertain. Matter Brothers refused any responsibility for the product they sold us a year ago

  Business response

  12/10/2024

  The customer called us yesterday and we advised that we need to reach out to the manufacture.  After we did that, they let us know that the customer had already reached out to them with the following info.  We are assisting this customer; I can only assume this complaint was submitted beforehand.......

   

  Customer Care
  8:17 AM
  Good morning, just an FYI...we received an email from the factory that they had actually already responded as you had reached out to them directly. Please see below. They gave you answers to the questions you were asking us, in case you didn't see it."Thank you for the photographs and the reference information. ****** has a 1-year warranty.The fabric on this sectional is *******. The contents are 82% POLYESTER, 18% RAYON - PASSES ****** RUBS. The cleaning code is ********** Code SSpot clean only using a mild water-free solvent or dry-cleaning product. Do not saturate. Avoid any product containing carbon tetrachloride which is highly toxic. CAUTION: Use of water-based or detergent-based solvent cleaners may cause excessive shrinking and water stains may become permanent. Cushion covers should not be removed and dry-cleaned. To prevent overall soiling, frequent vacuuming or light brushing to remove dust and grime is recommended. Use a professional furniture cleaning service when an overall soiled condition has been reached. My guess is that these casings were probably removed from the cores and machined washed. I have experienced the same results when I did that before. We do not surge our seams, and this is a common issue with un-surged seams if they are machined washed. "
  
  
  Good news is that replacement cushion covers can be purchased as long as the fabric is still available at the mill. We have recently dropped this pattern and are checking with the mill to make there is some available for us to purchase, should you decide to make the purchase. You will need to contact Matter Brothers and let them know that you reached out to us and understand that replacement cushion casings can be purchased.We will work with Matter Brothers to resolve any warranty issues. Even though this doesnt seem to be a warranty issue, we would still work with Matter Brothers to get replacement covers to you at the best possible price."
  
  
  
  So, as soon as they get back to us regarding the availability of the fabric and cost, we'll let you know. Thank you!

  
  BC
  ****** - ******** - CLT
  8:46 AM
  Ok
  Please contact them and see if they have the fabric
  
  Today
  
  Customer Care
  9:01 AM
  Yes, as soon as they get back to us regarding the availability of the fabric and cost, we'll let you know. Thank you!

   

   

   

  Please see attached photos for reference.  This is not considered a defect as the care and maintenance was not followed; however the manufacturer is working with us to see if they have the fabric to replace at cost for the customer. 

   

   

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/8/2024 I purchased a Sealy Posturepedic Plus Brenham Hybrid Firm queen mattress from Matter Brothers Furniture in ********, *******. I paid $ ***** for the mattress and $1,049 for the adjustable base, a total of $2,798 plus tax.The mattress was too hard and was causing a lot of pain in my shoulders, hips and legs. Before the end of the 90 day trial period, on September 20th, I called the salesperson and informed her that I needed to exchange it for a softer mattress. She told me to come into the showroom to try out the medium and soft versions to ascertain which one would be right for me.On September 22nd, I went to the store and spent an hour on the other mattresses and selected the soft version. They had 3 models on the floor and said that the Brenham was the firm model for $1,999, the Albany was the medium version for $2,199, and the High Point was the soft version for $2,399. These were my only choices. If I were to opt for the soft version (High Point), I would have to pay and additional $650 plus $199 for delivery a total of $849.I spoke to the manager, explaining that it should be an even exchange. He refused.I left, telling the salesperson that I would think about it and let her know. I then checked with other retailers and the Sealy website and discovered that the Brenham model that I had purchased was available in both the firm and soft versions. I immediately called the salesperson at Matter Brothers to inform her. She said she did not know that and would look into it. She called back the next day and confirmed that I was correct and they could get one ordered for me. However, I would still have to pay an additional $250 plus $199 for delivery a total of $449. They would not do an even exchange and honor the sale price I had purchase it at.They did not have one in their showroom for me to try out, and I did not wish to accept something unseen and end up with a worse situation. Therefore I declined.

  Business response

  10/23/2024

  We have reached out to the customer to discuss options.  We cannot offer a refund but we'd be happy to offer her the Memorial Day sale that she received on the original order in exchange for a more comfortable mattress and she would just be responsible for the delivery fee. 

  Customer response

  10/31/2024

   
  Complaint: 22440942
  
  I am rejecting this response because:

  I have been communicating with the Sales Manager, *** *******, and he has been very helpful.  I believe we are close to a resuolution.  The only reason I am rejecting the response is that I have received the attached sales order from him that places the order for the new mattress and shows an amount due for $2070.43..  However, I do not have a written verification  that I will not be charged this amount and that I will only be responsible for $199 for the delivery.  Mr. ******* is out of the office until saturday.  I expect that he will give me a written confirmation on the agreement when he returns. 

  
  Sincerely,
  
  **** ******

  Business response

  11/01/2024

  Yes, the only balance owed is $199.00

  If you call the store, that is all you'll be responsible for, as we are matching the sale price for you.   We consider this case closed.  Thanks!

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought over a2200 leather chair , sent out 2 different chairs when bought finally agreed to take floor model Also bought warranty. On head rest there is an oval circle on head rest sticky, *** that comes out Is unreal ******** in body and we dont pay to clean your leather but ill put some stuff to clean Really well that did not last long Also said well took u long enough to contact us Well sorry but my life meant more fighting blood clots hospitals etc. He was rude negative person They send him out because He tries to turn it on customer so ********************** does Not have to replace the piece of furniture Mind you takes them at least 10 days to 2 weeks just to get call back, then come out , then make excuses Now keep doing that long enough your 1 year warranty is gone, I called again after this guy came out little bit later told them again imprint oval and sticky still there its like a sticker was on the chair and was taken off weird I know But yet its still there Now discolor in leather You can see the oval spot and now this. When i called back to Matter Brothers Via the warranty company i purchased said they dont take over yet its Matter Brothers responsibility still The lady at the store said Ill contact our People on this again Well guess what Its been at least 2 months Not Heard a Word Back Hard for me to get exact because again fighting my ***** so just takes me longer to keep up with this I Should Not have to continue to do this They are the taking advantage of my situation as well , since cant be on top of it 100% , worse company as far as helping you with products and there part of warranty So U Pay over 2200 just for chair plus tax and extra warranty , They take your money then Treat you with no respect at all. I will get this resolved at some point even if have to go to Small Claims Court , I have NO intention of paying that kind of money for a terrible chair and looks aweful , ************* Ever for Problems

  Business response

  06/18/2024

  We are sorry for your frustrations with the purchase of your Natuzzi all leather recliner, however, we have tried to resolve this by exchanging the chair twice for you. I've attached a photo of the chairs for reference. The first chair was delivered 10/25/23, due to padding issues, we offered an exchange on 10/30/23.  Again, you didn't like it, and you stated the leather wasn't "tight enough" so that's why you were ok with the floor model, picked up 11/6/23. You called in on 4/16/24, 5 months after receiving the chair, stating there was a "sticky residue". Due to season, most techs do get backed up, as we try to accommodate the urgent power issues as priority above all else.  Th tech was emailed and between his and your schedule it was set for 5/17/24.

  The tech that came out to your home took many photos during the cleaning process so it could be recorded with pictures of the process. There are no stickers attached or was there ever, to the headrest leather, as implied. The substance that was cleaned off of your headrest can clearly be seen on the cleaning rag in the before and after photos and are most likely a body oil transfer. Since you told the leather technician that you have only cleaned the leather with water, it is fair to assume you have not removed any body oil from the headrest as water is not a cleaner. When the body oils transfer from the head onto the leather the oil will contain whatever chemicals, we as humans ingest, lots of the medications/chemicals we take can and do cause problems with the leather finish, thats why it needs to be cleaned off.

  As with any leather product, some maintenance is required.  To be fair we can have the substance in the headrest tested by a local chemist (your choice) to give us an exact trace chemical determination.
  If your chemist of choice determines it is anything other than a body oil transfer of chemicals, then Matter Brothers will pay for the test otherwise the cost for the testing will be at your expense.
  
  Thank you for letting us help resolve your problem.

  P.S. The first image is the very first chair delivered, and the 2nd image is what the current chair in your home looks like from the service appointment.  The last image is the rag after the tech cleaned it for you. 

  Customer response

  06/20/2024

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

  The rag on cleaning was the what feels like glue from a sticker, No one seems to believe theres an oval impression in the leather with sticky stuff around it on headrest , NO i have NO intention on spending my hard earned money on on anyone to come out to see if its a chemical on our end because its Not. We truly dont have oval heads. You can see it in the leather . This person that came out is saying i said i put water on the leather are you crazy I NEVER said that and would never put water on leather . I did say , I did not even get any leather cleaner from Matter Brothers . I will not have anyone say that I said something and I did Not So the chair right now is in my garage with a Nice Bug Oval Spot on it with the same sticker stuff also before he came.The aldo seem to want to call me a lier as to way I called in the 3 chair 5 maths later , I have all paper proof that i had and still have blood clots From hospitals and  doctors Pulmonary Embolism So ya i kinda was trying to live.    Im not a Lier ,  The Guy lied on me saying put Water, The Oval Spot is there and Sticky , Matter Brothers  seem to use every excuse they can to put this off as long as they can Im sorry but thats the way I feel . First 2 chairs they tried telling me all kind of things about its their leather no it not , I have had many leather chairs in my lifetime Never once did it look like the ones they brought me .So my answer is No i am not hiring anyone , I am asking for a different chair Theres no way i want the same chair for the Forth time , which i did mention to the women when i called there this last time She was the one said would send over to customer service but i never got a response from them Thats  how I ended  up here at this point . I would like to resolve this issue Im not asking for my money back But am asking for a different chair .  Ill wait to see if hear from anyone After that I have no choice i guess but to file with small claims court Not that kind of person at all but to pay this much for a chair and have people think you are lying. No cant stand for that. Look forward to response
  
  Sincerely,
  
  ***************************

  Business response

  06/25/2024

  Neither the factory nor Matter Brothers puts any type of sticker on any leather furniture!!  You see an oval impression because that will happen when you rest your head against it and the rag showing the dirt and grime are consistent with residue and oil that is natural from our body and hair!    As with anything, some maintenance/cleaning is required. There is nothing wrong with it.  This is not a defect and therefore we cannot take this chair back because you're just unhappy with it. Especially, since you've had the chair since November 2023.

  Customer response

  07/01/2024

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

  they dont intend to do the right thing there reputation is not good for anything like this I should have listened because the people were right There out to make money and thats it  , They will battle it out to the end So thank u for your help ****** learned on my end for  sure I just wasted a lot of money  even for extended warrenty on chair probably a waste as well. Thank u for your time  appreciate it Have a Wonderful Day and Weekend 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  11/10/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid $1400 for two chairs. One week into having them, we used a small amount of water on the fabric which ruined the fabric. Contacted them, who said to contact the furniture manufacturer who could do nothing. They recommended I get them professionally cleaned, paint $200 for that and water completely ruined the fabric. They will not back their product and refuse to help me. Now it will cost more than what I paid for them to get the fabric recovered. The manager was rude and said there was nothing he could do.

  Business response

  11/13/2023

  We do apologize on behalf of the Manager at the store.  However, since this was a consumer caused issue, this is not covered by the manufacturer's warranty.  It doesn't look like you purchased the extended service plan which would cover accidental issues such as this.  At this point, there is nothing more we can do besides offer a tech company to see if they can assist in this matter, but it would be at consumer's cost. 

  Customer response

  11/16/2023

   
  Complaint: 20843504
  
  I am rejecting this response because: we were never offered a warranty plan. Additionally. Water touched the fabric which is a normal part of owning any kind of upholstery. Water ruining a fabric is completely unacceptable and ridiculous. Even the professional cleaners had never seen anything like this. Will not ever recommend matter brothers to anyone due to the awful customer service and I will spread the word. No effort to help resolve the issue whatsoever 
  Sincerely,
  
  *******************

  Business response

  11/20/2023

  These were purchased with an extreme discount at our outlet store.  Everything purchased there is sold AS-IS.  Regardless of what caused this, we are not held responsible for how a consumer cleans or maintains their purchase. 

  The order clearly states, sold AS-IS.  There is nothing more we can do for this claim. 

• Initial Complaint

  10/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Natuzzi sofa and loveseat were purchased from Matter Brothers about three months ago. The specific sofa that was in the store was extremely comfortable and exactly what I wanted with the exception of the color. I ordered a color that was to my liking. The sofa and love seat arrived at my home after waiting approximately three months. It was the same style as the example in the show room, however, it was extremely firm and uncomfortable, and even caused back discomfort when sitting in it.I returned to the store to verify that the show room sofa was as expected, and it confirmed my disappointment. I was told by Matter Brothers staff that nothing could be done. They did send out a technician who filed a report that reported my concerns but the store did nothing to correct the problem, I feel I have wasted several thousand dollars on a quality Natuzzi product but it is so uncomfortable I dont even want to sit in it. I was told that the example in the store had been there a few years and had been set on by hundreds of people , and that is why it was different. I find this an inexcusable explanation. I suggested they take my sofa to resell and re-order my sofa and loveseat with the same padding that was in the sample. That was not done.

  Business response

  10/31/2023

  As with ANYTHING new, it's going to be firmer that what you feel in the showrooms.  Please understand that comfort is not warranted since everyone's comfort level is subjective.  We sent a tech out to verify that what you ordered is what you received, it was. So, there is nothing more we can do.   It just needs to be sat in to break the cushions in for your comfort. 

  This was a special order due to the color and was signed off knowing that these are non-cancelable and non-returnable.

• Initial Complaint

  02/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On December 12, 2022, I put down a deposit of $1,397.04 on a special order sleeper sofa. At that time I was told the sleeper would be delivered to me some time in January. That delivery date was a misrepresentation. Embedded in the documents given to me was a May 2023 date nearly 6 months after placing that down payment. At the time of the purchase, if I was informed that the sleeper would not be delivered for another 6 months, I would have never executed the buy. Today, February 6th, 2023, a manager called a told me that a January delivery date was laughable and that within the documents I signed there is a May 2023 date for delivery. No one ever said May 2023 until today, 2/6/23. That is deceptive and unacceptable. I ask them to cancel the order and refund my down payment. That manager refused saying she has a signed contract. This is a warning to anyone thinking about patronizing this Furniture store.

  Business response

  02/08/2023

  With this being a special order, entered on Dec, 10th, there is absolutely no way this would have come into our warehouse the very next month. The dates are always given as an estimate from the Manufacture but if the customer is stating "Embedded in the documents given to me was a May 2023 date" then it was clearly there from the time of ordering.  Regardless, as a courtesy, we are allowing the customer to cancel and shop elsewhere as requested. 

• Initial Complaint

  10/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2021 I called Florida Leather Gallery in ***** (owned by Matter ***** regarding two custom sofas which I had purchased insurance coverage on and was told they were no longer under warranty; I was given the name and # of a technician and told to call him direct. After numerous phone calls & text messages asking for an appt, he finally came out in February 2022 and told us the mechanisms were broken and were still under warranty. He gave us the # to call the manufacturer, Palliser, direct to order the parts and gave us a quote of $700 to install them and fix the faded color. When I called Palliser, they told me that they couldn't talk to me, I had to order through Matter Bros. I first spoke to ******, Matter's **************** Mgr on 3/3/22. After numerous phone calls and run arounds by ******, they finally took my a payment of $180 for shipping the replacement parts. The parts have now been sitting in a warehouse since early July waiting for the technician to pick them up. I have been calling and texting the tech to get service set up every two weeks, and as of this date still don't have service scheduled. This is the absolute worst customer service experience I have ever encountered. It's shameful that Matter Bros. is taking no responsibility for assisting with resolution. It has been 16 months since my first call to ** Leather Gallery, and now 4 months since I paid to have parts shipped. The runarounds by the this company are unbelievable.

  Business response

  10/11/2022

  Sofas were delivered on 3/21/2017.  However, this customer did purchase the 5 year extended service plan so not sure why they weren't called first or if it was customer's decision not to call.  Our apologies if the store didn't give you that info. The manufacture's warranty for service and labor is only 1 year, so anything outside of that would be consumer's responsibility and an outside technician would need to be hired.  This is where it started.  Customer called and spoke to ****** on May 17, 2022 stating tech was at her home several weeks prior and asking about parts as she stated she contacted ******** thinking the parts would be on order.  At this point, we knew nothing about it.  Immediately after speaking to the customer, the tech, ***** was called and asked why we hadn't received a part order. The tech stated he usually can get them directly through ******** with his contact but then they told him that he would still need to go through our ****************** to process. So that day, we sent a request of cost and availability to Palliser.  They got back to us the following week. In the meantime, customer called again on May 19 asking for an update.  At that time, we hadn't received a response so we advised her, we were working on it and would let her know once we had the cost to move forward.  The parts were covered under their warranty, however there was a charge for the shipping of the parts, due to the size and weight. 

  This is all happening at the height of our Season and both our **** as well as the Manufactures can be 3-4 weeks backed up with orders.  Once we confirmed cost and entered the part order in the account, customer made the payment on 6/7. Parts were received in June and sent up North to have ***** pick up for installation.  This is a very big job due to mechanisms needing to be replaced. 

   At this time, ***** got an infection in his leg and was in the Hospital, having to go through surgery.  We were told that any customers waiting on service were called and advised services were delayed, until he was able to get full strength. He just recently started taking on services again.  I did speak to him and he did advise that customer was called and voicemail left this morning to schedule service for next Saturday.  At this point, it's just a matter of trying to get schedules to line up but customer will absolutely be taken care of!

   

  Customer response

  10/12/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********; service has been scheduled for 10/22.  I will be satisfied only when service is completed.
  
  Sincerely,
  
  *************************

*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. ↩