We recently purchased a China Hutch, Curio Cabinet, and a Sofa from Mathis Brothers on 2/7/10. When they delivered the items on 2/10/10, the shelf pegs were missing for the glass shelves in the china hutch. I called them that evening and was told to call back the next day as customer service was closed.
I called the morning of 2/11/10 and was told the pegs would go out in the mail to me that day. By Tuesday 2/16/10 we still had not received them so I called again. I was told that they had to come from the factory and they were sent out on Saturday 2/13.
On Thursday 2/18 we still didn't have them so I called again, only to hear that they were shipping to Mathis Brothers, not me. And I was given yet another excuse as to why I still couldn't put my dining room back together.
I asked for the pegs from the one on display since I had already waited this long and was told they couldn't do that. After complaining and telling the guy that I was tempted to have them come pick up every piece we bought, he said he would check and call me back. No call came.
So today, 2/23/10, my husband calls and gets the same excuses. Only now they are saying that they won't give us the pegs from the display because supposedly our pegs are only 2 days out and the merchandiser can't justify it. Ok, excuse me, but I have been inconvenienced for 2 weeks now and they are worried about a couple of days? They have had my money for over 2 weeks and I don't have what I paid for.
My husband and I are probably going to call them within the hour and tell them to just come get everything. I will go anywhere else in the world, but will not step foot through their door ever again. And since they own Factory Direct, we will not be shopping there either.