"Bernie and phyl's Furniture may be…"

Bernie and phyl's Furniture may be interested if all ways to improve the quality of this where be gathered.

"Ordered couches in beginning of august"

Ordered couches in beginning of august, told 1st week Of November the latest for delivery. $7300 for couches, needing a 20% deposit to order them. We are now 2 weeks into November and I’m being told early to mid December now. So $1500 of my money tied up for 3 months i could use for other things and they refuse to discount the set to keep a customer happy and want to remove the $109 delivery fee only, I’m in business and sometimes when things happen you sell the items for cost to avoid an unsatisfied customer, not everything is about money it’s about saving face and i will be sure everyone hears about this and that the MA AG is notified too.

"Hi so we went to bernie& Phyllis end of…"

Hi so we went to bernie& Phyllis end of July just received furniture in October we ordered 9,000 worth of furniture and got the protection plan do not get protection plan its useless I had my sofa nine days and had an accident the guy didn't get stain out he said there sending me a cushion cover a couple pieces of furniture came scratched when I tried to exchange the scratched pieces I was told thats how its made and lamp switch fell off awful experience I would recommend you don't get protection plan

"Bad customer experience!!"

I was at the store in Westborough yesterday. Nobody asked if we needed help, we had to find someone and it wasn’t busy. Once we found a sales person we wanted to know how to take a leaf out of a kitchen table. We looked at Three tables her answer was “I’ve not tried to remove this one yet” For all three table, and let my husband and I figure it out which wasn’t easy, we were struggling to figure it out, no help at all. She Just kind of walked away and joined other sales people Sitting around talking. Crazy experience, On our way out we walked by the sales Desk they were all talking about personal life. No comment to us at all. Looks like they need some customer training. Will not purchase here!

"I did a special order in July and the…"

I did a special order in July and the sale person told me will take 4 to 6 weeks, I got my order at the end of September but one piece was missing and they told me will take again another 6-8 weeks is already the end of October and today they told the other piece is missing will be delivered until December. Customer
Service never call me back to let me know for the delay and when i spoke to the Manager his excuse for for the delay was for the pass away of Bernie (How Low) very bad experience with all personal but specially with customer service very rude and no help at all. First time buying from them but after this bad experience I’ll keep buying from Jordan’s Furniture, they’re the best. I wish i can return everything and go back to my favorite furniture store.

"A real shakedown of money for no…"

A real shakedown of money for no service, kept asking for money, to have a service man come out for literally 2 minutes to tell me I needed a part for my sectional, which I already told them I needed with my initial phone call, then 3 weeks later, no communication, silly me, I thought he ordered the part, but no, apparently I was supposed to call back to order the part myself, with no communication to do so, also more money to order the part, so extremely frustrated I found the part on Amazon, and I will never go back to Bernie and Phylls again, buyer beware!

"Extremely poor quality"

Extremely poor quality and awful customer service. Sectional frame broke within a year and the protection plan won't cover it because of some water stains. Took over a week to get answers on the claim. Quality is NOT what you get from this once reputable furniture store.

"Unethical Business Practices"

We purchased a VERY expensive mattress from the Hyannis store. After a year or two of use the mattress developed a defect. Bernie and Phyls sent a technician to our home to do measurements and he determined the mattress was defective. Bernie and Phyls initially issued us a credit to replace the defective mattress. After they found out that Stearns and Foster called for a replacement (not a credit) Bernie and Phyls changed their story and now, all of a sudden, the mattress was not defective after all. VERY SHADY and dishonest. Beware!

"Deliveries arrive Damaged"

Never shopping here again. They may have nice furniture but if it’s not something soft/squishy it will arrive damaged. We spent over $3,000 on a custom order bed set and every piece arrived damaged. They begrudgingly reordered the furniture and it also arrived damaged. Now they want me to allow them to “fix” brand new furniture. I feel like I just paid full price for clearance/outlet quality furniture. Their customer service is terrible. Avoid this store.

"Dishonest Salesmen and Impractical Warranty"

Short Version - Stay away from Bernie & Phyl's. 1) Salesmen will misrepresent the items to make a sale, 2) spill/stain warranty is impossible to abide by and B&P will do anything to not honor it.

Long Version - Purchased a "Sunbrella" couch for over $2,200. Was told by a sales representative that this fabric would be more resistant to stains than a typical fabric In addition, he explained that they have an amazing stain/spill warranty that will leave us completely "Worry Free". Because of this salesman, we purchased a lighter color couch, when originally we were going to buy a darker couch to avoid stain issues. On top of that, we purchased this additional warranty. Needless to say, the salesmen made false claims on the resistance of this fabric. We actually had a Bernie and Phyl's technician to the house who admitted that this fabric is actually worse than a regular couch fabric. It allows stains just as easily, and is harder to clean. I'm not talking about huge red wine stains. I mean simple little formula spit ups and infant drool stains. This fabric also greatly increased the price of the couch.

Because of this quality issue, we have had to make multiple calls on the spill/stain warranty we bought. The first time we made a call, they sent us new cushion covers. At that time I requested that we use this as an opportunity to trade the couch in for a darker color, which was our original plan before the salesman misrepresented the quality of the fabric. I said at the time that these stains weren't spagetti sauce and red wine spills, but something as simple as a few drops of WHITE formula would leave a spot that wouldn't come out. We had a baby and planned on having more kids and I knew this would keep happening and we didn't want to have to keep calling in every issue. The technician is only available in our area on Thursdays in the middle of the day. We can't keep taking off work for this. They told me no, and that I was welcome to call in again and again as needed. "Worry Free", right?.

Because of the annoyance of not being able to take a day of work off, every time my son decides to drool, we have learned to deal with the smaller ones, flipping cushions over, etc. However, we had people over recently and both arm rests were stained during this small gathering. Again "Stained" as in small little issues, smaller than a quarter, not a keg explosion. When calling this in, Bernie and Phyls declined to honor the warranty, as they were calling the whole couch an "Accumulation of stains" and that was not covered. I explained calmly that I understand the cushions have a collection of small stains, and we are fine with that because we can't take a day off of work every time my son gets a little white milk on the cream couch. My issue was these two stains that happened on the arm rests (which cannot be flipped over like the seat cushions) that both happened at the same event. They said even these two stains alone were an "Accumulation of stains" and would not be covered because they were separate stains. This is an impossibly impractical warranty to abide by. How can I possibly get a Bernie and Phyl's technician to the house between two stains that happen an hour apart if they only come on Thursdays between 10am and 1pm? Do I just only have people over during that window and have a technician standing by?

On top of this, the customer service representative was rude. Instead of trying to be understanding, she blamed me for "neglect". We are not neglectful and this is not a dirty environment. We have professional house cleaners come to our house once a week, whose work included cleaning the furniture. Apparently, its okay to buy a living room sofa from Bernie and Phyls, as long as you don't put it near children or visitors, and stand over it with fabric cleaner available at all times. When I explained that my family and I have purchased over $10,000 in furniture from Bernie and Phyls and that they are losing a loyal customer over this issue, the customer service representative simply said "That's fine."