"Our leather couch lasted 1.5 years and…"

Our leather couch lasted 1.5 years and it is peeling apart and disintegrating. Expensive couch, chair and ottoman and they basically told us tough luck. I paid double at Jordan's and will never step foot in there again. Awful experience.

"The customer service has definitely…"

The customer service has definitely changed at Bernie's and Phyls. They were always great and we purchased the majority of our furniture from them since they were wonderful to deal with. Not anymore! We purchased a reclining sofa and love seat a while back, purchased the extended warranty (which now means nothing) the leather on the love seat started to tear in the middle, a tech came out and said since the leather heats up this happens and warranty won't cover it, but if a knife cut it they would cover it, whatever semantic games, I let it go. Now my power cord on the same sofa has to be replaced the couch won't recline without it. When I called and asked if I could speak to someone about a replacement part they hung up, I called back a woman answered not friendly at all, gave her the info she said 4-8 weeks no other info, I felt like she didn't really order it so I went to the store, they told me 48 weeks to get the replacement cord! So I asked about the warranty and was told that is the warranty since I won't be charged for the cord.....in a year meantime my couch doesn't work. The customer service people are so rude, I asked to speak with a manager she went in the back and never came out. I can't believe they treat any customer this way let alone a very loyal one. I will never buy from them again. The responses from them on this site is a joke since I've delt with corporate customer service and in store and they are no help at all now.

"Wake me up at 8:00 am just to deliver a…"

Wake me up at 8:00 am just to deliver a new bed some else bought for me! Is stupid! Next time you deliver guys ring people buzzers at 8:00am in the morning they should be fired!

"Worst customer service, wished I never walked in the store"

First want to start that while in the Saugus store shopping for a sectional sofa we were totally ignored for a least a half hour until we finally got any help. I purchased a sofa and wanted a different fabric than the one in the store. This is called a special order which I was informed would take 13-15 weeks for delivery, and may take a little longer due to Covid. Ok, This was on Nov 6, it is now 4/21 with no Sofa. Every time I have called to inquire about the delivery it would get bumped up another month. This last time was the frosting on the rotten cake. The woman I spoke with was so rude and condescending I don’t know how she sleeps at night. She proceeded to go over every time I called and then told me I should just come to the store and pick out different furniture! Are you kidding me! I’ve waited almost 6 months! This is the worst case of customer service I’ve ever encountered. Why aren’t they apologizing and offering free delivery or something. It’s appalling, I will keep you posted to see if I ever get my furniture.

"I wish I could give no stars"

I wish I could give no stars. I have been waiting for delivery for more than 4 months and was just informed of another delay. One excuse after another. Don’t order from them. I wish I had gone elsewhere
Sharon Gordon


UPDATE
When I was told at the end of April that they could not guarantee that I would ever get my order, my deposit was refunded and I went elsewhere when I purchased exactly what I wanted and it was delivered within a week

"Warranty isn't worth the paper it's printed on"

Two years ago my wife and I purchased a double reclining couch . With it we added a 5 year extended warranty. Last month we noticed that the fabric of one side was starting to peel. I took a picture of the problem and went to the store. The girl I showed the picture to set up an appointment with someone from the service department. She told me that if they couldn't fix it they would replace the couch. When the man came to my house he said that he was unable to repair it because the fabric was vinyl and he can only repair leather. A couple of days later I got a phone call from the store when the girl told me that it can't be repaired so it's not covered by the warranty. So now I have a two year old couch and three years left on a warranty that doesn't work. Needless to say I'll never make another purchase at Bernie and Phils. I'll also tell everyone I know about this experience . Do yourself a favor and buy your furniture elsewhere.

"After waiting almost five months for…"

After waiting almost five months for two highbacks and an ottoman that we ordered, my husband and I were so disappointed in the quality of the chairs. Additionally, the two men refused to bring the chairs into our apartment unless we paid them extra, so my 66 year old husband and I had to struggle with lifting the furniture into our home and screwing on 12 legs with our arthritic hands. I called customer service and the auto attendant informed me I was 4th in line. I finally hung up after holding for 20 mins. Worse experience never buying from them again.

"The "warranty" is not really a warranty."

We bought a dining table with what we thought was a laminated surface but turned out to be a painted textured surface. It started easily scratching and crumbling within a month of use. I called the original salesperson within the warranty period and she said to call customer service within the year period and it would either be repaired or replaced. We then went into the covid period and when I called I was told to call back in a few months. We got someone to come and look at it and he told us it could not be repaired, nor could the top be removed to be replaced. I was told not to put something warm or hot on the table. (Yes, it is a dining table). I was then told by customer service it could not be replaced and we would have to contact the manufacturer. I do not recommend shopping at Bernie and Phyl's because they certainly to not provide "quality" products as advertised and while the salesperson was responsive and customer service was fairly friendly, we were not given clear information about the so-called warranty.

"Was not impressed the moment we walked…"

Was not impressed the moment we walked into the showroom when one of the sales people made a comment about the amount of kids we have (3). Turned us off right away, needless to say we ended up ordering something online as they had specifically what we were looking for. We waiting two weeks for it to get delivered... Day of delivery we had winter weather, my husband cleared the walkway the best he could before leaving for work, but it was still sleeting out. Delivery people showed up, showed them the space, they said the walkway was slick and then got in the truck and left, never said they could not deliver or anything. Called customer service to find out what happened, lady was rude and said they would reschedule when we cleared the walkway. I ended up with an 8 yo in tears without her new bed, cancelled the order and bought something else from Jordans, where we usually buy from. Will never go here again!

"Leather couch"

Leather couch, chair and ottoman purchased. Year and a half later peeling everywhere. They said out of warranty and to call the manufacturer. They said not their issue. So basically you can spend alot on furniture there but be ready to but it again almost yearly. I will never shop there again.