"I walked in the saugus store and the…"

I walked in the saugus store and the layout and decor of the furniture made me want to buy everything. I just wanted to re decorate my whole house. I loved so many things. The look of the set ups is so appealing it's almost so hard to choose what to buy.
I loved it and prices were pretty cool.
Great store - I reccomend you stop by and see it.

"Purchased a leather sofa and loveseat…"

Purchased a leather sofa and loveseat after less than a year the color was coming off one of the cushions and stitching was coming out of one of the armrests. Also purchased warranty with the set because salesman said it covered everything. Tech came out and said it was it was manufacture defect. Two days after he came out customer service called and said the were ordering parts needed for repairs and it would take about 6 to 8 weeks called after 8 weeks to get a update and was told it wasn't covered. Went to the location where we purchased it and store manager said that we would get at least a store credit, two days later he called and said he could not do that and that it was out of his hands. Bad customer service would never buy from them again!!!

"I went to Bernie and Phylls in Saugus…"

I went to Bernie and Phylls in Saugus Ma. I chose a recliner for $1299 they offer threshold delivery, I live in a condo which is 6 steps down and to take it down into my unit was going to cost $129, my feeling is that threshold is outside the front door of my unit not in the foyer and have me take it down.
I was satisfied with the saleswoman who was very nice,

"A wonderful experience"

My husband and i had a wonderful experience in your Saugus store this morning. We had decided on a new sofa and we were taken care of by A.J Jones. A.J was extremely personable and professional. We are very pleased with our decision and very happy with the service provided.

"The Run About"

The person who sold us the furniture was very nice. It was delivered on time. It was set up with the power wires to the reclining chair running through the moving parts which severed the wires. That took several weeks for the technician to come out and replace the wires. While the technician was there I showed him that the USB charging port didn’t work. He told me he would order one, and have it shipped to the house. That was 3 months ago. I called the store and they said they have it here, and they will mail it out. 2 weeks later I called and ask where it was, and they said it’s not in yet. I explained 2 weeks ago it was in, and was being mailed. They said call back next week while we track it down. Needless to say I feel their service after you purchase the item truly needs attention . I’ve been patient. But I don’t think I would go back again.

"The customer service at Bernie's and…"

The customer service at Bernie's and Phils is terrible. The technician they sent out to look at our couch was very rude. He had already decided before he got there that they were not going to do anything to correct our problem. They sell you these warranties knowing that they will not stand behind them. When we called to complain they said they were sorry but there was still no resolution to our problem. They said they could send somebody out for a second opinion but with the service that we had gotten we knew nothing was going to happen. I would never buy a piece of furniture from there again. we usually purchase our furniture from Jordans and have had great experiences even with their technicians when we have had a problem everything was corrected with a smile. Bernie and Phils said that the technician that they had sent out had been with them for over 10 years and that they had never had a complaint. I told them they should never let him go into another persons house with his attitude. He looked at our couch and when we had questions and did not agree with his answers he told us that he was done with us and that he was leaving and that they would not do anything to help us. I think they should've reimbursed us for the warranty money because they had no intentions of helping us. I am being forced to put a star rating of one if I could I would definitely put a zero

"Protection Plan Isn't Being Honored - rip under footrest"

Re: order 1125NAYIWZ
My husband and I purchased two leather, electric sofas in November, 2020; they were delivered on January 19, 2021. I took out the 5 year Furniture Protection Plan. One of the sofas has a grinding noise in the seat; the repair man came out in Dec, 2021 and said it was "normal". In July, 2022, I heard a pop noise from the same section, under the sofa. I called for repair after I looked under the foot rest of the sofa, and noticed there was a tear on the underside of the footrest. The repairman came out on 7/19/2022 and said customer care would call me in 5-7 days as to how they would repair the rip. No call as of today so I called customer care dept. and spoke with the customer service girl and she informed me the rip was wear & tear as per the repair tech. He did not state it was "wear & tear" on the receipt.
In fact, he was very nice and said they would see how to fix this rip; replace the sofa, replace the leather. When I questioned how "wear & tear" can be on the underside of the footrest, she then said the mechanism had the "wear & tear". How can the mechanism be "wear & tear" if the zipper popped open under the footrest. They refuse to repair it even though I have the 5 year Protection Plan. After much balking at their "wear & tear" response, I have escalated this concern. I have only had the two electric sofas for a year and a half with a 5 year Protection Plan. No pets, no children in our home. I will update the review accordingly but as of today, I would not purchase the Protection Plan as they won't cover an unexpected rip in the zipper under the footrest. If this sofa isn't repaired, replaced, I won't be doing business with Bernie N Phyl's in the future.

"I give Bernie and Phyllis in Newington 5 Stars"

I give Bernie and Phyllis in Newington NH five stars. Recently I have bought a sleigh bed and night stand. Yesterday I went in and Anthony helped me with the purchase of a living room set. He was so knowledgeable and such a nice person. I must say, employees like Anthony makes shopping a pleasure.

"Buyer beware"

Buyer beware, we purchased a new kitchen set. What we did not know was the manufacturer used some kind of chemical to treat the finish, or what ever was sprayed on the surface was very overwhelming, the smell lasted for more than 4 days, I called and asked that the set be picked up so I could return it for a refund. The customer service person was very helpful and offered to send us out a new set since they had these in stock, I proceeded to explain that if the one we got smelled then I have to assume the others in stock will also have the same strong chemical smell. The customer service rep them proceeded to tell me I would need to pay a pick up fee? I told him absolutely not way that was going to happen, so my account will be credited back all but the delivery fee, I am some what satisfied, I think I should have gotten a full refund for the trouble, once the set was picked up the smell was gone from my home. I have a feeling we where not the first people to return this set due to chemical odor. The customer rep said that this set may have been stored in a shipping container for a long period of time and need several days for the odor to dissipate- but it was making us nauseous, you could almost taste the chemical it was so strong. Wanted to share, not sure how you can avoid this happening to you?

"sectional couch partial delivery"

sectional couch arrived without any legs! driver told me they would report and get them delivered. waited 4 days and I had to call and arrange delivery. they said they would call with delivery time. never happened! still waiting to hear. I will cancel the second half of my $3,000 order!! ZERO CUSTOMER SERVICE!