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One of the most well-known affordable furniture chains in the Northeast is Bernie & Phyl's. For over a generation, they have served the New England area with a focus on high value home furniture. With many customers describing happy experiences, there were others that had complaints about delivery and perceived quality.
One of the most well-known discount furniture chains in New England is Bernie & Phyl's. With 9 locations across the region, they attract shoppers looking for a bargain with competitively priced furniture.
While most customers like the styles and wide selection of their budget-focused offerings, there were some complaints at times, including issues with delivery and perceived quality.
Low-cost, affordable products are the focus of the business. Sourcing their products from discount manufacturers like Ashley, their wooden products mostly feature veneered fibreboard and particle board craftsmanship. Their comfort furniture mostly offers synthetic upholstery with some moderately priced leather options as well. Customers report being satisfied with initial look and feel, but there were some complaints about perceived quality over time.
There are certain items that shoppers come back for again and again. We'll talk about the ins and outs of Bernie & Phyl's top customer categories:
#1 Sofas & Sectionals
Their prices start under $500 and offer mostly synthetic upholstery designs. The majority of options come in white, gray, beige, or brown. There are also discount leather options in classic colors. While customers like the look and feel of these sofas at first, there were some complaints about sagging and frame issues in some cases.
The pros: The sofa and sectional offerings are very affordable.
The cons: Some issues with durability have been reported.
#2 Beds & Bedroom Sets
Traditional styles with some contemporary touches are the focus of Bernie and Phyl's bed category. Some of their most popular designs include those with painted or stained veneers. With wood and upholstered options, their prices are mostly competitive and moderate, starting at $349 for a queen. Customers have good things to say about their beds, but some had complaints about longevity and perceived quality.
The pros: There is a selection of traditional and contemporary beds with either upholstered or wooden styles.
The cons: Some have complaints about longevity and perceived quality.
Bernie & Phyl's offers name-brand mattresses from Sealy, Stearns & Foster, Tempur-Pedic, and Serta iComfort. With all-foam and hybrid spring options, these mattresses get mostly good initial feedback on comfort, but many have complaints about sagging over time. With a wide array of online options that receive high praise from shoppers, there may be more value for the price found elsewhere.
The Pros: Name-brand choices at competitive prices.
The cons: There were disagreements about durability.
Browse Our List of Top Rated Mattresses
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Bernie & Phyl's offers recliners in power recline and manual recline that are competitively priced, starting at under $500. Most upholstery options are synthetic, but they also offer cheaper leather options with standard color choices. Initial comfort scores are positive, but there are some doubts about longevity for lower priced models. Some customers have complaints about the long term comfort of these recliners.
The pros: Recliners are available at very affordable prices and offer a wide array of styles.
The cons: There are some complaints about durability.
High Value Offerings: Browse Wayfair Recliners
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#5 Dining Furniture
Bernie & Phyl's offers a wide array of traditional and contemporary dining sets and tables. Made often with finished wood in colors like gray, walnut, and cherry, their dining tables start under $300. Customers like the look and initial quality of the dining room furniture, but there are some complaints about delivery and scratch resistance in some cases.
The pros: Versatile contemporary and traditional designs for less.
The cons: Some issues with construction and delivery were reported.
There is a wide array of other home products that Bernie & Phyl's offers, such as:
- Accent Chairs
- Coffee Tables
- Desks & Office Furniture
- TV Stands
- Outdoor Furniture
This is one of the best times to be an online furniture and home decor shopper. Depending on where you look, you can save $100s for better quality pieces that can fit even the most unique style.
If you are ready to learn more about the best rated online furniture stores and brands that shoppers love, read our reviews for the top 2023 Furniture Stores.
...or jump right into the #1 rated affordable online furniture store, Wayfair.
Bought our couch and recliner from Bernie and Phils 3 years ago and bought insurance aswell. couch discolored so we called they came out took pics and then called us told us they dont have part to fix so come back to store gave us all our money back to buy new couch and also gave us money back on recliner which had nothing wrong with it because they didnt want us to have a missmatch set and even better they were running sale and gave us the sale price. Outstanding cust service
We came here and ordered our bedroom set and paid $6,000.00 for it. The third party delivery company that delivered the set ruined our floor. We had 3 different people come and look at it and we have been told by all 3 tbat because it's bamboo it needs to be replaced they can't repair it. We in turn had been in contact with the third part delivery company who stopped responding to us once we sent them the estimate for the new floor(it's damaged in more than one spot). My fiance contacted Bernie and Phyls who got in touch with the person that we were dealing with and he admitted to getting our emails. We have been trying to get answers and now Bernie and Phyl's is now refusing to help us any further. I wouldn't recommend anyone to come here with after we have gotten no help or assistance from them.
Repair guy came today & I think I would've preferred not. I could've used a brown marker & simply dabbed a few times. Funny to receive a cut-n-paste response from 'Bernie & Phyl'. Not funny, but...pointless I guess. So I had to sit home for a 3hr window again today for a repair that I shouldn't have needed since I purchased new. Ok, I accept since things / sh*t happens & cuzza I'm not busy anyway (but complain like I am for traction). But seriously B&P? These are some uncouth business practices your people are engaging in. Replace my loveseat center piece please, otherwise I'm going to return the whole thing.
Call to have 2 recliner chair wand replace the repair man had only one now have to wait for the 2nd to come in they were told there was 2 to repair
And yet again this horrid furniture disappoints. I should have listened to my gut and just saved up more and purchased from Jordan's Furniture. But I thought to my self that Bernie and Phyl's was just as good. I still have the old bunk from Jordan's and am tempted to put it together and have my children sleep in it. It was purchased 20 years ago and still holds up strong. As for this crap I am astonished. It does not do well under normal wear and tear. The slacks don't look sturdy enough to hold my children's weight as the get older and bigger. May I add a few of them have broken. And now there is a big huge chip where they (Bernie and Phyls) drilled the screw in. I have another bed set from them and that fell apart. I got it replaced 2 times and never put the second pieces together due to fear that it will break again and cause injury. I do not recommend this subpar furniture or customer service.
One of the worst after sales service that we have ever experienced. Once they take your money and the order is in, they could not care less what happens. We put our order in May and are yet to receive it almost three months later. And no, no updates, no intimation from their sales associates as to what is going on. When we finally called to find out what was going on, the store manager had the audacity to yell at us and actually shift the blame on us for not being aware of their internal supply chain issues. I now see other reviewers have gone through the same experience with their Newington store. For the sake of your own sanity, please, stay away from them. There are much more honest businesses to choose from.
2 years ago we purchased a couch from here. It wasn't a cheap one either. It came broken, we got it repaired the repair was broken and warped, so they sent us a new couch, the delivery guys ripped one of the top cushions when bringing it in the door so Bernie and Phyl's came and sewed it together as a temporary fix while we waited for a new cushion. Then we cushion came and they forgot other parts they needed to order. It's now been about 6 month now where we've been waiting for parts to finally get an appointment to get this couch fixed that we purchased 2 years ago. How is this acceptable customer service... it has been over 2 YEARS. Go buy furniture somewhere else. One star is for Kara at Nashua for being prompt with what is in her power. Otherwise I'd give this place 0 stars
The shopping experience was great. The follow-thru? ABSOLUTELY HORRIFIC. We felt like they took our money and then could have cared less about getting us our furniture. The customer service is AWFUL. We ordered our furniture at the end of Feb for a 4-5 week turnaround. We received a call mid-March that our items would be delayed by 2-weeks. WE NEVER RECEIVED ANOTHER CALL. How did we find out our furniture was being continuously delayed? WE CALLED. We had to call every 2-weeks and every time we called we were told it was going to be delayed 2 more weeks. Why did no one call us?? Why did we have to initiate every one of those outreaches?? Our delivery was TWO MONTHS late. Now - I understand that Covid-19 happened. My issue is that after the first call in mid-March, no one ever bothered to call us again. I guess when they get our money, customer service ends?? We requested a call from a Manager - shocking - IT NEVER CAME. DON'T BUY FROM HERE unless you don't mind horrible service after they get your money. If I could give zero stars, I would.
Well Bernie I called customer service and emailed. I was never called back and the person I reached via email refused to help me. Thank you for nothing.
The worst service and so unorganized! Very unprofessional! There are delays due to COVID-19 ...but this had nothing to do with that. Ordered a living room which was supposed to be delivered in August after three wasted vacation days everyone there kept having dementia about what day the furniture was supposed to come when only a piece of the furniture finally showed up it was 2 different colors. We made 27 phone calls- took three wasted vacation days off-got told many different stories by many different people ,only to go without sitting on furniture for three months!! Don't deal with this place!!. Now that Bernie and Phyl Aren't around they don't care about the place! Don't comment without a direct person to contact by name as I have tried your so called customer service # and it also is useless!
I ordered a bedroom set that was delivered in April 2022 and the dresser was delivered damaged. Second time, damaged. I was assured the next one would be gone over carefully before being sent out...DAMAGED! Fourth try, again promised it would be checked over carefully...DAMAGED!! Fifth time? Yes, DAMAGED! I am beyond disappointed with the lack of quality control and no one caring enough to do what they promised...check it carefully before delivering! Now I am left without a bureau to match the other pricey pieces I bought! This would be a negative rating if possible!
Stay away from this awful location!!! Iv had 1001 problems with it, i waited for over a year for them to come and replace a piece of my broken sectional, after i went in and told them i was so unhappy with their customer service for always lying to me and saying its coming its coming they told me i can pick new set, so i did then i had so many problems with their delivery service, they kept telling me it would come this day and never show up then I would call again and the rude person on the phone would say ok i set a date for you when she actually hadn't this went on for a while!!! Im never ever ordering from them again. Stay away from this ridiculous service your better off going to a different store and getting better quality and better customer service. I wish they had negative stars because thats what they deserve.
Great service and items! Everything was very easy and they were patient while we made our decisions and reviewed all the options. Definitely recommend.
Purchased a leather sofa and loveseat after less than a year color was coming off one of the cushions and the stitching was coming out of the armrest, also purchased warranty for the set because salesman said it covered everything. Tech came out to look at set and said it was manufacture defect. Two days after customer service and said they were ordering parts needed for repairs and that it would take about 6 to 8 weeks. I called after 8 weeks and was told that it wasn't covered. Went to the location we purchased it and store manager said that we would at least get store credit two days later he said that he couldn't do that, and it was out of his hands. Bad customer service would not buy from them again.
I went in to the Raynham store to find a recliner and saw a number of sales people sitting around, face in phones, and wholly ignoring me as I stood and pondered where to look in that massive and unfamiliar store. I tried to look around on my own but I really needed customer service so I left and made the purchase elsewhere. I was just talking to a family member in another part of the state and he told me he and his girlfriend had the exact same experience. I'm sorry I did not see the other reviews indicating the same issue, before I wasted time going there at all. Apparently, this is simply standard operating procedure for this company.
Bought a mattress and box spring had it delivered did not bring in house because mattress was stained from our dogs they incorrectly said we had bedbugs. Refused to take old mattress and box spring. Got the impression they were just lazy and didn't want to do the work. There was no evidence of bed bugs. I've had experience with bedbugs in the past and we do not have bedbugs. I'm beside myself with anger. If we had bedbugs we'd have bites too. Isn't that what they do? Now I have to pay to have them removed, which isn't what really gets my goat. It's the aggravation of the whole ordeal. I will never give a single penny to this company as long as I live. You need to educate your delivery service cause they don't know what they're talking about.
I'm waiting now approximately 20 weeks on a couch to be delivered . No Updates , rude customer service, I will never order from them again . I was told 10-12 weeks for a delivery, I'm waiting 5 months .
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
I ordered a desk in February to match the other desk I got from them. I keep getting notices my desk is delayed, now the end of August. When I call my salesman I get a pat answer. I emailed their corporate office & never got a response. Today I had an online chat with a rude man named Alex who said I should know that labor & materials are tough right now and they have customers waiting since last July for items. He said what made me think my desk was even available. I said the fact I could order it & nowhere does it say not available. I thought my salesman would at least make a call or light a fire since I have purchased thousands of dollars of furniture from them. I am so disappointed and angry. I have been using a tv tray for my laptop & that is getting old.
Still a lousy store, these photos show you the fabric after 3 months. When they came the first time they accused me of a dog doing damage. I don't and didn't have a dog. I think the reps that come to your house for an issue are trained to not give in at all. $2500 down the drain. If Bernie was around what would he feel about there service. One call to customer service they said, you again. NEVER WALK INTO ANY OF THEIR STORES. YOU'll BE DISAPPOINTED.
Stands behind their furniture. Does not give you grief to repair or exchange the furniture purchased by the store. Since everything is in their computer, no need to even save any paperwork.
My couch took 10 months to arrive in the store. I put a warranty on the couch and two different techs came out to check and advised me to buy a lint brush roller hand hold device for 30.00 on Amazon. That worked temporarily and now after 1 year of having the couch it looks Completely deteriorating. Every time I call the store they make excuses for they are products like you need to read online and see what we offer as far as what is covered under our warranty. It's a complete disrespect for a customer to spend 2,000 and get a couch worth only 600. The couch is worn!! I want a replacement for something different and it's not even an option. I think Bernie's and Phils is a store that I give a one out of five and I would never go back there again to shop for a thing. The most embarrassing comparison that I can make is I rather shop at Bernie & Phyl's than Bernie's. I would not recommend a person going to the store. The couch is supposed to be gray and it looks like a dirty gray and nobody smokes in here and my house is very clean and perfect .
Terrible customer service. Delivered a bed three times and was missing parts each time. Now it has been out gassing. Will contact them to see if they have any suggestions.
Awful customer service. All their furniture is delayed and even when the furniture does come in, they won't call you. Waited months for furniture just to find out my kitchen table was damaged and 2 chairs damaged upon delivery. Had to wait yet again. Then my couch was delivered after being delayed and the incorrect couch was sent. Ordered the correct couch, was told a delivery date by thanksgiving and of course it's delayed! Couch comes today on 12/31 and guess what!!! No brackets on the sectional. Now I have to wait even longer. 7 months for a couch is completely unacceptable. Update: Bernie and Phyls...what are you going to do about the issues? There is nothing that can be done. I already contacted the store, I already contacted service. I've been in contact every month since July. For what? I got no % off for my issues. I didn't get any rush shipments. Why am I contacting them again?
I put off writing this review for a while because I was actually waiting for ALL of my furniture to be delivered. That's because the couch set we wanted (which is f**king lovely, btw) was on backorder for 6 weeks. Still, it was totally worth the wait! This triple level furniture store is jam packed with just about everything one needs to decorate their house with the finest upholstery, bedding, tables, chairs, etc that money can buy. And before you ask, yes....they have elevators. The funny thing is when we walked in, initially looking for a new living room couch set, we ended up also finding arguably the best kitchen dining set we've ever seen. At least, for us. All in all, we ended up spending like 4 grand, but it was worth it. The staff were also very accommodating and friendly. They didn't have us pay for everything all at once either, since each set had to be delivered on separate occasions. Basically, we just paid for the stuff as it was being delivered. Actually though, the prices seem fair enough. If you have old furniture for them to take away, they charge an additional fee for that based on the number of pieces that need to go. There is, however, one admonition about this that still irks the shit out of me.. It seems that either, a.) The management isn't telling their movers that old furniture needs to be extracted from the home prior to the delivery taking place. Or, b.) The movers are really lazy and apparently don't want to take ANYONE'S old stuff. So, they enter in with the mentality of, 'No, we're not taking that'...until you point out to them that they are literally being PAID to remove the old furniture. After a bit of back-n-forth, they'll eventually (reluctantly?) do it. Just be firm, keep all your receipts, and it should go just fine. None of this is really a deal breaker for me, but it's just annoying. I mean, is it THAT foreign of a concept that customers will want their old furniture removed? Because I'm fairly certain that upgrading furniture is a pretty common thing amongst consumers. I....I just don't understand why any mover would take issue with this, so long as they are being monetarily compensated. I had two separate deliveries, as mentioned. And BOTH times, with two different moving teams, they initially went in with the belief that they were not removing any old furniture. It's just weird and I'm not quite sure if it's a breakdown in communication with their bosses, or just sheer laziness. One guy even grunted as he was moving a small piece of the couch, which....wasn't all that heavy. Despite all that nonsense, what matters most is the furniture itself and the store's selection. Both are on point. I highly recommend this place as a go-to for your furniture needs, along with the aforementioned caveats to all present and future customers. Bernie & Phyl's receives 4 fully reclining couch sets complete with USB chargers and LED lights out of 5.
I bought a chaise sectional from Bernie & Phyl's 9 weeks ago. The price was higher than a full 'two couch' sectional that I bought at Bernie & Phyl's previously, but wasn't interested in shopping around at the time. We told the salesman we wanted to replace our current sectional. In addition to our sectional, we were given a choice of two fabrics for throw pillows from their in-store display. We selected those two fabrics that day. We laughed that we didn't need new throw pillows, but made a choice from what was available. We were told the couch would be delivered in 5-7 weeks. 6 weeks later I receive a call that our couch order has been cancelled. Apparently one of the throw pillow fabrics was discontinued, so their third party producer cancelled the entire order. We were NOT TOLD about the conflict until after the order was cancelled. We went in that day in order to select a new throw pillow fabric. We ask what happened, and were offered a gift card toward a future purchase. We indicated we were not necessarily thrilled with our service thus far, and asked if because of the doubled timeline if the giftcard could instead be attributed to our current order. The sales staff was confused and vaguely told us they would 'check.' Two weeks later, no word. We call and immediately the sales person on the other side cancels the deliver fee. No questions asked. Flash to today when the sectional is delivered. The delivery workers are prompt and communicative. They show up on-time, but indicate that Bernie & Phyls did not indicate the haul away of THE COUCH WE WERE REPLACING. We express confusion as this was an on-going conversation with the sales person. They offer to haul away our old couch for $60 cash. We negotiate down to $40, and watch as they scratch our door frames and floors removing and replacing our sectional. Do not come to Bernie & Phyls. This was a 10 week process that should have been completed in 3-4. It was overpriced, hidden fees, poor communication, and overall damage to our home.
Review update* From 1 to 4* due to local Saugus store being extremely helpful and working with us to replace the couch. We still paid extra but they did what they could. Would go 5* but the warranty (cust SVC) dept needs to improve.
I ordered a couch and chair in August was told it would arrive middle to late October. I just got a e-Mail saying not until the middle to late November. They took my deposit and cashed my check within 2 days. Now I'm cancelling the order and they tell me I can't get my money for 2-4 weeks. This is outrageous. NEVER NEVER DO BUSINESS WITH THIS STORE. Unless of course you have money to just put in limbo. This store and the people that work there stink. Rotting fish smells better than this bunch. Now I'm sure they will make me wait the full 4 weeks before I get my money back. I guess you have to give them at least 1 star rating If you want to post your message but I wanted to give it a big fat 0
My sofas didn't hold up for a year, the fabric is all pilled. I purchased the warranty and asked if anything could be done and told that this is normal wear. This is very lightly used furniture, we are empty nesters and hubby stays on his recliner. The tech recommended that I shave the fabric, I have shaved and shaved, my sofas remain ugly and uncomfortable. I was glad to be buying American made but now sad that after a year they will be going to a landfill. Total waste!
I purchased the mere pieces of furniture on line and was told all was in stock and given a delivery date. The date changed three times and was pushed back over two months. I paid for there top delivery tier which was a substantial up charge. They scratched my hard wood floors pretty badly. I have reached out to them about this 6 times and have been given the run around. What a disappointment they are. Total let down.
GO ANYWHERE ELSE FOR FURNITURE!!!! Either B&P has zero idea control over their supply chain or they are PURPOSELY lying to customers about delivery times for sales. Ordered furniture in July 2021 told 17-21 weeks. Several emails and very indignant customer service (as mentioned by another review) pushing the delivery 4 more weeks, then 5-7 more weeks and just received an email (27 weeks since order placed) saying 16 more weeks!!! First few emails stated B&P 'diligently tracking' my order. When asked for tracking information, told by customer service they don't track anything. The manufacture notifies B&P the Thursday before delivery what is being shipped. If actually delivered, the total delivery time will be 42 weeks. July 2021 to May 2022! Go anywhere else if you actually need to use the furniture. I really hope this helps families needing furniture.
One of the worst experience I had with the store. Never going back. The sales folks are great and were very nice but the management is ridiculous. Having my partial order being picked up tomorrow for return as I no longer want it. Would not give more business to them.
The sales associate service was decent, pointed out the area where we the sofas were and explained the various signage and then left us alone to browse. On pickup the service was ok, they loaded it in my truck, but didn't offer to help tie it down. Lame. The reason I rated them just 2 stars starts here: I got my new sofa and love seat home expecting to have to put the legs in them as it said 'Some Assembly Required' well the love seat already had the legs installed, great thanks! The sofa didn't. No biggie, I screwed them in and thought I was all set and ready to enjoy Christmas in our new house with our new living room set. Turns out, the love seat with the legs already screwed in was missing the throw pillows. We called the store right away and they said they'd check the warehouse and call us back. On Saturday we called again since they never called back Friday night. I was told the warehouse didn't have them and that they'd get back to me. Tuesday, day after Christmas, I called the corporate office and she says they didn't find them and they'd have to order from the manufacturer and it will be 2-4 weeks... She said they never called me back on Saturday because they were closed at the corporate office. No one in Westboro mentioned that, they led me to believe I'd be getting a call back that day. At the end of the day the furniture seems decent and it's not the end of the world that the order was incomplete or that it's going to take weeks to arrive. The issue is they came off as if my problem wasn't a huge deal to them and they'd get to it when they get to it. I don't expect to you work Christmas Day or even Christmas Eve for this, but be up front and mention that the office is closed and I should expect a call Tuesday.
Excellent Service ordered my furniture couch sleeper and recliners May 27 2022 and received them next day May 28 2022 Ask for Domenic Petracca his enthusiasm and wanting to help people is refreshing.
I'm commenting on their newest commercial with the over weight guy taking his shirt off in front of three girls, a stripper, the absolute worst and distasteful commercial I have ever seen and based on that I would not shop in any of their stores.
I did like shopping here. They had great selection and even though purchase was not cheap it definitely is quality. I recommend especially if looking for a bed set
Just spoke to Customer Service and Westboro Store Manager. Thank you Berny and Phyls. You treated me well by not extending any help and offering to refund Protection Plan money $350 (if I had to agree to take, you would have given me merchandise credit forcing me to use at your store again to continue my ordeal). How can a fabric wear and tear in three years of years purchase? Store Manager blame me that I didn't take proper care. I explained store manager that I have two other sofas which are more than ten years old and still in good condition. We can come up with number of analogies that we could. It is even funny that wear and tear is not covered but accident is covered. So, I should have planned an accident to make them repair. Well I can write a lot but I want to keep it brief so that everyone can understand my frustration and be cautious when buying furniture from Berny and Phyl's. I wish I have RED star As one of the ratings GOOD LUCK GUYS !
I did not get any service. They just sat there on their phones and didn't help me. Booooooo!
The furniture is exactly what you pay for. I accept that. What I am giving this one star review is for Sales staff dishonesty. I was told that the extended protection plan that I purchased covered everything. Spills, accidental tears, motor failure, electrical failure, and accidental damage from pets. The sale associate did say well unless your dog makes a meal out of it (insert chuckle). He did say that cracking to the vinyl (non leather) is not covered. Well unfortunately there's a whole lot more that's not covered than he lead me to believe. So of course when I call because of a problem it's not covered. They said I should have read my paperwork. They're right. I should have read the extended warranty information. I was naive. I believed the sales associate. Lesson learned. Don't believe a furniture sales associate at his word, because the store will deny everything.
The most parking of any store I have ever seen. There are never more than 25 people in this store and they probably have 300 spots! Management is helpful when things don't go well. Quality - Same as all the others that sell crap that comes in a container from China Comfort - Same as... Price - They are priced the similarly to Jordan's and will price match. What makes this location different is that it's laid back, clean, and the salespeople are very easygoing. I have an issue that was not covered by warranty and management went above and beyond to make things right.
Really liked this location. Big and FULL of great furniture. Our mission this time: accessories/wall decor. See pics I uploaded of items we liked and some of which we purchased.
Spend over 3000$ on leather couch recliners. The middle cushion tear on the seam in the top. They came out and said have to order whole new leather cushion cover. That was 3 months ago. I don't want it. Have not heard from them at all. Would not recommend buying from this store.
Buyer beware!! The sales people sell the additional coverage on their furniture and promise it covers everything. They will attempt to repair it. However if they can not repair they suddenly do not stand behind this product anymore. Their out is they will refund the cost of the coverage and throw their arms up in the air and say sorry. I spoke to customer service already and the 'policy is the policy' is what I was told. I've been shopping here for years, need to replace my 3 year old living room set. Clearly not a quality product they sold in the first place. I do hope the company doesn't reply to this with a generic 'call customer service' response. I won't be purchasing any furniture here knowing how they don't stand behind their protection plan. And same as I'm doing here I'll advise others to not shop the local in town Bernie and Phyls but find other furniture retailers.
From perusing the store to actually buying a loveseat and two chairs the sales people were excellent. The delivery was even better,could not have had better delivery guys. They were respectful and friendly....would not hesitate to shop there again.
At the end of august my partner and I bought a whole bed set from Bernie and phyls Nashua. We had just bought our first condo and wanted some nice furniture. We bought the grey Sheffield platform bed set. Well sept 2 was our delivery. The delivery guys tried assembling it and broke the side rails putting it together. Called customer service got a new one sent 2-3 weeks later. Second bed frame got delivered around sept 21 and again the delivery guys break the side rails putting it together. Called customer service they had another replace the sent out on oct 8. Well you guess it they broke the side rails AGAIN. It also doesn't sit flush. Called customer service and they route me over to the Nashua store this time. They tell me that they'll let us choose a new set. Well we chose a storage bed set the San Mateo pewter. That's when I talk to Brian Carrol (one of the managers) he wants to solve this issue and gives us $250 back and gets us set up with a new delivery date. We got our San Mateo pewter bed set on oct 21 and that was very damaged. Dented, the head board was splitting apart, it looked like they put everything through a wood chipper. So I refused the delivery. Called and Kara (another manager) answered and apologized and said she was embarrassed by all this. She said she will have them issue us a bigger discount and have a new one sent out. I called today and spoke with Brian Carrol and he was arrogant. Spoke over me. He was willing to issue us 60% off the very damaged bed set with no warranty in sight. He got angry when I asked for a full refund and that we wanted to return everything! Brian went off to tell me that customers have dealt with these similar issues for YEARS!! Now if that doesn't tell me they don't care about their own screw ups idk what will. Save your money and go elsewhere. They don't care about the quality of their products or their deliveries. Brian if you read this I don't care if you've been in the industry 1 year or 24 years. You could have handled this better.
Well we received the rails and two techs came to install. Now another part was broken. They have decided to replace the entire frame for us. Happy they are going to do this. The bed is only about 1.5 years old.
If I could give this clown show a 0 I would. Ordered a couch 5 months ago. Zero customer service just rude incompetent people making excuses as to why a couch is a 8 month wait. It is crazy that a company is able to do business like this. I paid 3500 for a couch and have no answers for accountability or when it will be in,
My wife and myself visited this store in April to buy couches for two living rooms. On arrival we were greeted by a really nice sales person, who answered all our questions and was really helpful and efficient. We decided to purchase one couch and a double recliner from the clearance section, and a leather sleeper sofa from the main showroom. After inspecting the items in the clearance section, we asked the saleswoman if the double recliner was fully working and she assured us that it was,so we went ahead with that purchase. We then headed into the main showroom to look at sleeper sofas and my wife fell in love with a brown leather sleeper that was very comfortable, so we decided to go ahead and purchase that one also. Because of our banks limitations on debit card withdrawals, we had to pay by check, so we paid the full amount, no credit. The sleeper sofa was on back order and we were told it would be ready for delivery in approximately 4 weeks, we went ahead with the purchases anyway. The following Tuesday, the two clearance items arrived as promised but no power supply came with the recliner. I called the store and was told 'sorry, clearance items are sold as seen,' after arguing with a woman on the phone we were told that they would try and order the power supply for the recliner but it would take 4 weeks minimum, to arrive or we could drive 30 miles to the store to pick it up because they don't do overnight deliveries. My first question is, what use is a double recliner, in fully working order, that doesn't recline? When the sleeper sofa finally became available and was due for delivery, one of the delivery guys came into my house to see where the couch was going, he said, 'upstairs? Seriously? You know these things are heavy, right?' Is that our problem? In the meantime, the other delivery guy dragged the couch off the truck alone, scraping all the leather off of the bottom and putting a two inch rip in the top part of the leather. We didn't see these issues until after they left. Bringing it up stairs, they damaged two walls leaving holes in the walls. So I again called the store, I was told that I had 2 options, they could send someone to repair the couch or it could be replaced, we opted for the replacement. The following Tuesday the guys again showed up, I said to one of them that I wanted to see the couch before it was unloaded but I was too late, his partner had already dragged it off the truck damaging it even more than the first, so I refused delivery and again called the store. By this time I was extremely frustrated and the store manager, although apologetic, informed me that the couch was again out of stock and that it would take 4-6 weeks to be available again. All this and still no sleeper sofa and still no power supply for the recliner. I told him that I wanted a full refund, he grudgingly agreed and said it would take up to three weeks to process a check for my refund, which did not make me happy at all. After three weeks and finally receiving the recliners power supply, I once more called the store to ask where my check is, only to be told that they were going to take 20% of that money because the damaged couch was in my house for more than 14 days. As I'm writing this, I'm still waiting for the check, wondering how much I'm going to be refunded. Would we ever shop at B & P's again? Not until hell freezes over, I bought the rest of my furniture from Jordan's in Natick and it's here already and we are very happy with that outcome. The lowest number of stars I'm able to award B & P is one, if I was able to give minus five stars I would.
6 years after my 1st experience and still going strong. They sent a not green Hulk to deliver a new sleeper sofa for my new guest bedroom (see what I did there?). He just hoisted it onto his shoulder with such ease I thought I made a mistake and didn't buy a sleeper sofa. Turns out he was just strong. I wish someone had recorded my face. The 2 delivery fellas were fantastic (I'm not surprised) and the sofa looks incredible in the room. Online shopping during a global pandemic has its challenges. I didn't get to sit on this or lay on the fold out before arrival. I took a chance. I'm so glad I did. Thanks for bailing it again B&P's!
The store itself is great. Polite sales staff, clean, and considerate. Customer Service is quick, and responsive, but Claims department has no understanding of COVID restrictions. Filed a claim shortly after lockdown started, and was unable to have repair personnel out until vaccinations were in place. Claim was denied outright due to 'accumulation of damage'. Damage was caused by a design flaw which caused the armrest of the Abby sectional to fall off and put weight on other parts, breaking them. The cosmetic stains and stitching were quoted as being over the top and were not reported per the warranty. Expect to call after anyone sits on the couch and sweats, farts, slides along it, or anything except sitting still just so you make sure it is reported and they can give you advice on how to clean it. Stay clear of the warranty, and any furniture that is upholstered! It's hiding the design flaws from your view!!
I had a great experience a couple of years ago when purchasing a dining room table that I have been pleased with, so I returned to purchase a couch after buying my first house in August 2020. I bought a sectional on September 7, 2020 to be delivered in 8-10 weeks. It was delayed from a November delivery to January 2021, and now again to March 2021. That will be 7 months. And I would not be surprised if it was delayed again. The COVID manufacturing delays are killing me so much that I ended up just buying a cheap couch from Wayfair because I was tired of having nothing to sit on in my living room. It arrived in literally 3 business days. It is taking everything in my willpower to not cancel the couch delivery altogether. I wish there was more they could do. I would recommend that anyone who wants major furniture pieces right away to not plan on B&P delivering quickly.
We purchased a couch and love seat. We are back and forth between NH and Florida. We used it for a period of 3 weeks before we left for Florida and found it not to be as comfortable as the set in the store. We called as soon as we returned from Florida and they sent out a technician. He said that the cushions had not compressed enough to be considered a problem. He also said that he had been to other customers who had the same complaints. This set is actually causing physical issues for me and my wife. I have contacted their customer service as well as sons of the founders and they refuse to do the right thing and take back there crappy furniture. We have sent them a letter of demand which they ignored.I am going to post this on as many sites as i can. They are knowingly selling defective furniture. This is not cheap furniture either it cost 3,700 dollars. Stay away!
Bought a sectional sofa at the end of 2019/beginning of 2020 for ~$2,700 and after about 6 months the middle button on a section of the sofa pops out (see attached). Which I can begrudgingly live with until I start thinking about what I paid for the sofa. I have 2 grown up daughters living with me so it's not like I have little kids jumping up and down on the sofa for this to happen. What also bothers me are the pillows I received with the sofa which are all coming apart at the seams. Just poor quality overall. I want to shop here because I'm in Braintree but they will not get my business anymore.
Bought a beautiful quality couch for a great price. Ritchie, the sales person, went above and beyond. Scheduling delivery was easy. Unfortunately the couch was banged up a little during delivery. However, the store manager, Ed, took great care in making it up to us. Things happen and how they reacted spoke volumes about the integrity of the company. We will be back to Bernie and Phyl's! Thank you Ritchie and Ed!
During covid our furniture took an extra beating with everyone being home, but we thought we were okay because we had the extended warranty from them. We waited till the vaccine and removal of restrictions before asking them to come out and fix it. Turns out, WRONG, they said the damage was accumulated damage and isn't covered. So they are using Covid as an excuse to rip off all their extended warranty customers. Don't buy the warranty and comparison shop because their prices are super high compared to other local furniture dealers. I did call and email explaining the situation and they said accumulation of damages is not covered and hung up on me. So please if you read this far don't think their reply actually did anything.
Absolutely disgraceful company & I will never order from them again. I purchased a table and chairs set along with a five year protection plan. I had to use the protection plan & called to report that the veneer of this table is completely peeling off under my placemats. I have taken good care of my table and protected it with heat resistant placemats and it's still managed to completely peel off. It funny that Bernie and Phyls has no option to review their products on their website. Gee I wonder if it's because they are selling crap. I found reviews after the fact on Google that everyone was having the same issue within days of getting the table! However, they already decided long before they even came to my home that they weren't going to cover anything because it's a complete scam. The technician came out to my home and before he even submitted my claim told me that they probably won't cover the damage because it's peeled off so much. He told me it would take about 5 to 7 business days to review my claim. I got a call back mere hours later telling me that they will not cover the horrible peeling veneer and that it was my fault for not reporting it sooner! We're in the midst of a pandemic mind you! The table is clearly a piece of overpriced crap which incurred so much damage in a short amount of time yet they are blaming me for it. The customer service representative was rude and argumentative. They immediately without hesitation offered me a refund for my protection plan, I can tell that they're dealing with angry customers on a regular basis. Now I will have no protection plan if any other damage occurs because that's their solution is to shut you up by giving you a minor refund and stuck with a table that's now damaged. I decided to take the refund because I guarantee they wouldn't cover my claim if anything else goes wrong with the table anyway! Total sham! The rep actually said to me 'it's not the tables fault'....... and accused me of neglecting the table. I have done no such thing. This was enraging and despite the numerous complaints about this product they still continue to sell it and falsely advertise it as a wood table when it's a wood-veneer table which is far lower quality. Excuse me for thinking that a kitchen table where you regularly have hot plates should be able to stand up to heat with or without heat resistant placemats (which I had). Also, the peeling veneer even if it had been able to be repaired would still continue to peel again anyway! The technician actually said to me I should be cleaning my table with distilled water.... ??? And kept trying to come up with various ways to blame me for a bad product. There were no special care instructions with it, and when I got the table if they didn't even give me a copy of the protection plan I had to call to make sure that I actually had it because they never even sent me anything not even an email with an outline of the plan. Zero customer service absolutes scam 'protection plan'. Do not buy from Bernie and Phyls, save yourself a loss of thousands of dollars and the stress. Thank
I made a fairly poor decision spending my hard earned money at Bernie and Phyls furniture. I purchased a bunk bed, daybed, box spring and three new mattress from their store in Raynham, MA. I paid and arranged for delivery of my furniture with Bernie and Phyl's. It took two separate deliveries to receive all of my goods. Two times I had to wait for thief 4 hour window and on the second time they were late and could have cared less. Well the second delivery personal damaged the wall in my children's bedroom while they were setting up the bunk beds. It is blatantly obvious of where the damage came from. I purchased a blue bunk bed set (my boys made the decision on the color). The marks on the wall and the hole in the wall all have the same blue streaks and they exactly match the color of the bunk beds. Coincidence? No! I did not notice the damage until at least an hour after the two Bernie and Phyl's delivery drivers had departed my property. I immediately called Bernie and Phyl's only to get there automated lines saying I am calling after business hours. The next day, still within 24 hours of the delivery by Bernie and Phyl's I called and spoke to Courtney Alfred customer service. I emailed her several before and after pictures and several of the damaged areas clears showing the damage and the color of the bunk beds and the blue marks on the wall. I was shocked when I was informed that it could possibly be preexisting and of no fault of their drivers. I advised Bernie and Phyl's that my 3 week old house ( NEW CONSTRUCTION) had no preexisting blue streak on the wall. I provided before and after photos. Bernie and Phyl's could not have cared less they told me too bad so sad and said they would reach out to their delivery company management. I was told by Bernie and Phyl's that their delivery company would contact me within 48 hours of reviewing the claim. Well a week later no call no show from anyone. I called Bernie and Phyl's and was told nothing they could do out of there hands. WELL WHAT DO YOU HAVE TO SAY FOR YOURSELF Bernie and Phyl's? I have $600.00 worth of damage and no one seems to care, especially the party that cause the damage! Don't chance it buy furniture from someone else not Bernie and Phyl's
Ordered a loveseat 12 weeks ago; they said it would take a few weeks beyond the usual 5-7 due to other stores opening earlier & depleting the inventory. Got a call a month ago saying it would be delivered within 2 weeks. I haven't been able to get anyone at the store to pickup the phone or call me back, so I chatted online & finally got another call today saying it would be another 6 weeks... 18 weeks? Seriously? I know Covid has slowed things down, but WTF?
Really nice people, good service, great mattress, delivered the day after we bought it by really nice and efficient delivery guys. Couldn't be happier with our experience at Bernie and Phyl's. Recommend it with the highest flying colors. The ads are really silly, but the place is really good.
After shopping around & pricing items for a week, I went to Bernie & Phyl's, expecting to purchase 3 pieces of furniture. Instead, the salesman told me that the delivery would be much more than I had been quoted the first time I had been in. I said, 'that's not what I was quoted before' and he said, 'oh, did they tell you it would be $49? Yeah, ok. I can do that for you', but I was already turned off that he tried to overcharge me...so I went to Jordan's instead. I felt baited & switched, or at least ripped off by Bernie's. I spent a lot more at Jordan's but I told then what had happened at Bernie's & they matched the delivery price for me.
We spent 4 hours here on a Saturday night, and man did they show us a good time I stopped by to purchase several furniture items. When I tried to pay by check, my passport would not go through the ID scanner and the sales rep Jen had to call their company responsible for their check scanning system... we were told a passport was not a 'valid form of ID' which was insane and we all had a good laugh about it. So then I tried to pay with my debt card but was denied because it was apparently over my daily withdrawal limit with my bank... so Jen had me pay the deposit and I told her I would come back later that night with my husband... So around 5 PM that night my husband and I stopped in to pick out a mattress and then pay for everything. DJ in the sleep center was super helpful and then one of the sales reps (whose name I unfortunately can not remember) tried to help us check out... and oh boy the fun began. The machine for scanning the checks and IDs was malfunctioning and we had to call that company again... and their menus were awful and we couldn't get a person and then when we did get a person, they had no idea how to help. The whole time the three of us our laughing at how ridiculous this is... from there more things glitched, malfunctioned, and in the end we left about 10 minutes before close. The manager was incredibly sorry for the hassle and gave us a giftcard. None of what happened was the fault of anyone working at this store, but regardless they were kind and apologetic and did a great job of keeping us laughing through the whole ordeal. Very likable staff who were incredibly helpful through the whole processes of choosing and purchasing furniture, and who managed to handle a crappy situation extremely well.
I am so disgusted with Bernie & Phyl's! I have purchase over $5000.00 from them since August! Furniture has arrived sporadically over the 7months. Ok, Covid?!?! This morning my 4 living room tables delivered, I could not believe it! They were so dusty I could write my name on them ! There were nicks, cuts, white paint, sticker tag on the wood! These were not the small scratches you could cover with a furniture marker! Even the driver asked me if I bought clearance because they looked used?!?! I said NO, they are suppose to be new, these were NOT new.... I don't know where they were but not new! One even had a ring on the top of it ! I had the take them put them back on the truck! Replacements ! No thank you! I had purchased a hutch from them as well it matched the dining room table ....they had to replace it 3 times ! On the third time I called them because the doors on the front were not straight. Tech came out said he could repair the bottom ones by drilling other holes and squaring the doors but he thinks the top doors are the manufacture characteristics ! What crooked doors ?!? Quality control ! The previously two hutches issues were not crooked doors rather broken lights, different color lights, damaged legs. They even damaged my floor when the placed in my room! The tech says I'm going to look at the one in the store and compare. I waited a week then called and spoke to a rep that said, ' Oh, the technician said the doors are correct, a characteristic of the manufacture.' Crooked doors are correct?!? I don't think so , was offered to have it replaced! For a fourth time ... No Thank you! It took over 2 weeks for a refund for the hutch! That's after I called them a week from Thursday! They only cut checks on Thursday! Just spoke with them about a refund for my tables.... I can tell it's going to an issue! I'm sorry I did not take pictures of the tables to share. I was so outraged they would even bring me such obvious damaged furniture ! I have no issue with the sales person I worked. I have an issue with the quality of furniture from Bernie & Phyls! No quality control! I will NEVER purchase from them again! Please be aware when shopping with them! You can get the same furniture elsewhere without the damage!
Rating is for the shopping experience. My wife and I have been long-time B&P's customers and recently shopped at the Newington location in search for a couple sectionals. We new exactly what to expect in terms of delivery delay's due to the COVID situation. Upon arriving we were casually greeted by Rich, and then after looking around for a bit began working with Joanne. After countless hours over a two weekend time-span we finally locked-in on a couple sectionals, coffee table and a few odds and ends. Joanne was fantastic. Patient, helpful, professional.....all of the qualities you would expect from an employee at B&P. At this point we are waiting for our furniture and expect it to arrive within the next few months. It's all good......we'll be back for more when the time is right. Thank you!
I purchased a rocking chair in November and finally received it yesterday March 24th. After months of waiting I was shocked by the horrible quality of this$793.00 chair. The delivery people had to put the chair together in my home. They were frustrated because they were unable to screw it together properly. I was surprised that it wasn't assembled. After borrowing a drill byte from me they finally got it to stay together. My floor needed to be vacuumed. When I lifted the chair to see the issue I couldn't believe how bad it really was. I called the store. They are sending a technician to look at it on April 7th. That's 2 weeks from now! I think a full refund makes the most sense. I received 2 chairs from Wayfair that were a quarter of the price. Wayfair delivery their chairs in two weeks. The quality of the Wayfair chairs is so much better!
What happened to Bernie's?? Never had a problem with customer service. Now, I don't think there is any in comparison. I've been ordering furniture, lamps etc from them for years. One time I had a problem with a piece, (can't remember details) and they were more than happy to help and came to pick it up. Years later, I bought a sofa bed and the thing has been falling apart since the first month of owning it. They sent someone to repair it who lifted the bed mechanism up (because it was touching the floor). Now, it's a year old, it looks and sounds 10 years old--it actually creeks and squeaks when you sit on it. The bed pull out is difficult to pull out and push back in. What a piece of junk that cost me over $1000. Such a different experience with B&Ps this time, like night and day. So I contacted them to resolve the issue since Plan A didn't work and I don't want this junk which was defective on day 1. But this time, B&P's solution was to send the repair man again. How many times are we going to send someone to repair it, it sounds like it's very old, you can't repair that. But that's they're solution. Mine is to never ever order anything from them again for fear I will regret getting another lemon. What a bummer to be stuck with this...until I get a new one. Costing me twice as much. Really surprised at the change in customer service, must be under different management. Never again. (Just read last review who said they do not give you grief to exchange). Not my experience. That's all I got from the person I got.
I've been trying to reach these people by phone for two days now. I've called at all different times of day and even left two messages for someone to call me back. Not one person is actually picking up the phone! This is the worst customer service I have ever dealt with. You cannot tell me that the week after Christmas everyone is shopping at Bernie and Phil's for furniture! That's just not happening. I need to change my couch and foot stool order to a complete delivery, unpack and remove old. It's pretty simple, but not if I can't actually TALK to someone. In addition, after reading some of these other reviews I am now wondering if it will ever arrive! I am less than a mile up the street and I hope I don't end up driving down there because I am upset enough that I may just cancel My order completely and loudly no matter how many people are buying furniture. Westborough check your voice mails and have someone call me ASAP.
Had good in store service. Our problem came at the time of delivery, my husband got an email saying the furniture would come and took the day off work and we got rid of our living room set. That day we waited until the end of the delivery window and called to check the status. We were informed the couch wasn't actually there so they cancelled our delivery and never called to let us know. The only thing they offered was to deliver the furniture of ours they did have ....five days later. Edit: we did receive a call back a few days later from the nice lady that sold us the furniture. They did offer us a store credit which was nice after all that.
This review isn't for this specific Bernie & Phyls, but for the company as a whole. I purchased a wooden bed frame with storage. When I moved, my movers broke the bed. It was out of warranty, but the movers were going to pay for repairs. Bernie and Phyls sent someone out a couple weeks later, and they diagnosed the issue as broken drawer runners. It took three more service visits over the course of ten months to finally get the appropriate sized drawer runners. Needless to say the whole thing dragged on and I was growing frustrated. On the fourth service call Bernie and Phyls service tech discovered the issue was never the runners, but an issue with the frame and its supports. I was pissed! I felt like ten months and the prior four service calls were for nothing. The service tech promised Bernie and Phyls would make it right with a replacement, even though I was out of warranty. I wanted to believe him, but I was skeptical. I was left with a broken bed and out of warranty. If Bernie and Phyls didn't help me, my only choice would have been to sue the movers and try to prove the brake happened on their watch. I was beside myself. I reached out to Bernie and Phyls customer service and explained my predicament. I felt they had wronged me by 'misdiagnosing' the problem for ten months. I also explained their service tech promised me an exchange/replacement. At first they were resistant to helping me. I tried one more time- a desperate plea for help. I was surprised and thrilled when they came back and offered me a full exchange for a new bed. They really honored their word and did right by me. Yes, they made mistakes along the way, but they didn't have to give me an exchange, and they did anyway. Their customer service is excellent. They might not be perfect, but they did what they could to make me a repeat customer.
I am not sure which location my online order shipped from, but my experience ordering from Bernie & Phyl's website was great! I've ordered from them twice now and each time my item arrived within days. They send lots of email updates and phone messages as to the status of the order, which I find comforting given some horrific experiences I've had ordering furniture from other stores during Covid. I was nervous after an awful experience ordering from a certain big box store that shall remain nameless but I've been very pleased switching to Bernie&Phyl's so far! Oh, also when I used the online chat feature to ask about a product, I was very pleasantly surprised to receive quick and professional help from someone that wasn't disconnected from local stock info.
I have bought most of my house furniture from Bernie and Phyls. Sale staff are not pushy and point you in the correct direction in regards to price range and quality. We always use the same sales rep, he knows our style by this point and it feels like cheating when we go elsewhere (we've tried!)
After exhausting a search for a sectional at Jordan's, where the furniture was horrifically overpriced, I found the perfect sectional with no sales pressure at Bernie & Phyl's. They will be my go to store for furniture in the future! :)
The sales and customer service team inside Bernie & Phyl's were great! Unfortunately we had two VERY poor experiences with the delivery team. The first team was incredibly rude trying to intimidate my girlfriend. The second team left without telling us, left the door open and our indoor cat got out. Now we have no couch and a line of credit here with no purpose.
WORST PLACE TO BUY FURNITURE. If I could leave no stars I would. Our custom order furniture arrived damaged and I had to argue with the store to get it reordered. The second order also arrived damaged. We were told they would reorder the pieces but then some corporate jerk said the store had lied and they would attempt to 'fix' it. Why should I have to have brand new furniture fixed? Its appalling to think this is how they do business. Maybe instead of letting your customer suffer and deal with a subpar final product you should work on your delivery/transport system to improve it? Gee what a thought. I am never shopping here ever again and would advise you to do the same unless you want new dented furniture. If you like paying full price for clearance center quality furniture then shop here, otherwise stay far away!
Went to the store today to buy a couch. Had an unpleasant encounter with a very rude salesman. We left the store right away.. Would not recommend!! A store whose employees don't care for customer's needs doesn't deserve my business.
I bought one of their sectionals about 9 months ago. I was happy with the price and the service. The quality is in question. One of the throw pillows had the stitching let go in the 1st 2 weeks, another cushion has the zipper let go about a month in, now the corner of the section is sagging. I'm going to use the warranty that i'm paying for but i'm disappointed that i have to use it when it's not even a year old
All purchased furniture had to be returned for defects. However, I don't think it's a reflection on Bernie & Phyls's but on the manufacturer. We took the insurance which was so worth it (and not expensive) guaranteeing a full store credit. We returned to the Bernie & Phyl's Furniture in Raynham and selected new furniture. Our sales person Jim was extremely helpful and knowledgeable in this process. We would return.
Had been looking all over for a middle of the road dining room table not $1000 basic model and not $10,000 super high end and was having a hard time as I wanted something semi-custom. I found an AMAZING custom set at a GREAT price here. They were super accommodating and helpful! I also purchased a TV Stand from the outlet at over 50% off they waived the $99 delivery charge and delivered it right away, even though the dining room won't be delivered for 10 weeks because it has to be made. Super impressed! Cai is the best! Ask for him when you go!
I purchased a new table and paid for delivery and setup. Item was expensive and delivered damaged. Company did nothing to compensate and offered a tech several weeks out. I attempted to talk to customer service and they didn't care. Awful and I'm never going back. Pay a little more and go to Jordan's up the road. At least they care about customer service Best part of this is all the automated generic responses. Too bad they can't take the time to reach out and actually do anything. Ugh what a disappointment.
Purchased a leather sofa and love seat after less than a year color was coming off one of the cushions and stitching was coming out of one of the armrests, had purchased warranty with the set because salesman told us it covered everything. When tech came to look at it he said it was a manufacture defect. Two days after he came customer service called and said they were ordering parts needed to repair and that it would take about 6 to 8 weeks. Called after 8 weeks and they said that it wasn't covered. Went to the location we purchased it and store manager said that we would at least get store credit two days later he said he couldn't do that, and it was out of his hands. Bad customer service would never buy from them again. Mike S.
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.
Oh my god this place shipping service is horrible we bought a bunk bed and apparently we had to wait 3 months just to get it!And we ordered a night stand and for some reason we called on shipping status and apparently they said it was damaged or lost! I really don't recommend shipping from this place it May not end well at the end!
Went to Bernie and Phyl's this afternoon about 230 P.M. and even though there were plenty of salespeople, no one even acknowledged us, yet alone asked us if we needed help. There was a female salesperson (you know who you are) that looked directly at us and continued to do 'nothing' until a male entered the store alone, which she immediately headed over to help him...what a joke. We ended up going to Cardi's in Swansea, where we were immediately greeted and asked if we needed assistance. Needless to say, we spent our hard-earned money at Cardie's!
Good collection of furniture but terrible customer service. Five folks in the store but not one made an attempt to engage us. Is it indifference or something else? No idea but no dearth of furniture stores around here.
Absolutely the cheapest sofa I've ever bought. $1,000 out the window I 'upgraded' the material and it has pills all over it in literally just under a months time along with the cushions looking like someone lives and sleeps on this thing. It barely got sat on. They made me waste a day waiting around for a service tech to not document all that's needed. Not one single person I've spoke to has said the words 'I'm sorry about this'. HORRIBLE QUALITY they used to be good. Never ever again. Telling everyone save your mo
When you ask specific questions about delivery (due to current shipping conditions) and you are told that furniture is in stock, available and will be delivered in 3 weeks...then when you call in 6 weeks and are told that it's now going to be another month before you get it....that's just straight up lying. I fully understand the delay, and I have no issues with it. My issue is, when asked about it directly, don't lie to me to make the sales. Most rating on here say this place is shady....and after this experience, I would agree.
Ordered a sectional back in October. We were moving so we threw away most of our furniture. We were told 8-10 weeks so figured we had plenty of time because we were closing in January. We've been given a different story each time we call for an update : fabric we chose wasn't up to their quality so it was refused, then the fabric was in should be done in two weeks, then no the fabric didn't come in we are thinking June, then because of the configuration(not the fabric anymore) July. That will be almost a year! The manager was nice enough to give us a loaner considering we had nothing to sit on. Although I am grateful for the loaner, it doesn't match and is very difficult to get in an out out of. I understand that Covid happened but telling people 8-10 weeks that turns into months and months with each person telling a different story each time you call is a horrible way to run a business.
We shopped around for some living room furniture and found that Bernie & Phyl's had the best selection, though I didn't really like most of the choices of color and pattern (or lack thereof) for anything but ALL of the furniture stores have that problem right now so I won't hold it against them specifically. In any case, we found a sofa and chair we didn't hate as much as the others and placed our order. It was ready when promised and we picked it up at the store and brought it home only to find that there was a defect in the material on one of the cushions of the sofa. It looks like a seam or a run like a run in a pair of stockings. We paid for first quality and this was a factory second. Called them the very next day (the weekend) and the person on the phone said I'd have to call Customer Service (which is in fact the choice I picked on from the recorded menu) and that Customer Service is only open Monday through Friday. Who are these people answering the phone that they are not Customer Service and can do nothing to help? Pretty annoying that they can't service their customers on a weekend, but I waited and called back Monday. The woman on the phone took my information and told me to email a photo of the issue and that someone would get back to me to see about an exchange. I did that immediately. That was two days ago and have not received any acknowledgement of the email's receipt or response at all. I am sure the email address is correct. I sent another email this morning asking for acknowledgement. Still nothing. Not happy. Update: After complaining on two review web sites, got an email back saying that I should call in to Customer Service. They had all of my information, including my phone number. Why couldn't they call me? I called Customer Service and chose to have them call me back instead of waiting on hold. They did call back in just a couple of minutes. The woman on the phone clearly had all my information but made me go through my speil anyway. I ended it with 'I just want to know how to proceed,' and she said that Oh yes, the woman I spoke with on Monday had already place an order for a replacement outer casing for the cushion yesterday and she wasn't in today so she couldn't let me know. It will be sent to my home. So I was wondering why nobody let me know yesterday and why someone couldn't just call me to give me an update or even just email me back with that info. Why keep me in the dark and make me jump through hoops to get the info when they could have just emailed me back? They have ALL of my contact information. Really bad service. I am pretty skeptical of how timely the replacement will arrive. Will update when it does.
We purchased a Flexsteel Capital set a bit more than 2 years ago. We purchased Flexsteel primarily because of the reputation of the Flexsteel brand and that the leather where you sit or touch is full grain leather, everywhere else is vinyl - which of fine. The seating surfaces started wearing and scratching within the first few months. It already looks like it's 10 years old and we are looking to replace it, it looks so bad. We just sit on it. Admittedly, we purchased the 3 pieces in the clearance center and did not get any warranty. We knew that going in. But Bernie and Phyl's customer support would not even talk to us because we bought in the clearance center and Flexsteel customer support just referred us to Bernie and Phyl's. The furniture is horrible. We still spent a great deal of money - even on clearance and we expected full grain leather because it was Flexsteel, not obviously BONDED leather. I don't know if Bernie and Phyl's gets a lower quality of Flexsteel furniture because they buy in quantity like you see in big box stores. But this was a real disappointment and we will need to replace these pieces soon. Be very careful of what you buy at Bernie and Phyl's and avoid Flexsteel like the plague.
Purchased a bonded leather sectional with an ottoman from this company along with the warranty. From the beginning, the chaise section of the sectional cushion bumped out of place. In fact, every time someone sits on it, it gradually pushed out and we have to lift the back cushion to try to shove it back in. On two separate occasions, a technician came out regarding this issue. One recommended we purchase an anti-slip material to put underneath? Neither did anything at all, even though we had purchased a 5 year warranty. Mind you, we spent about $2700 on this sectional. Fast forward three years, and now we have some tearing along the seams. I called the company to come out and fix it, but now they say we are out of the manufacturer's warranty of 1 year, and B & P only covers accidental issues. What a scam. I'm still having a tech come to look at it, but now it's just about what is the best way to get rid of it. I can't believe they run their business this way.
We really like Bernie and Phyls, but I will never go back to the Newington location ever again. In January, we visited to purchase a mattress, frame, and headboard. We opted for a metal frame (our bedroom is on the small side) and wanted a wooden headboard to accompany it. We were directed to a woman who took a very long time to locate which headboard fits the metal frames. She gave us three different prices, got her manager several times, and obviously had no clue what she was doing. She said we would have the headboard mid to late February and assured us everything would fit. We just got the headboard delivered (basically a month after promised) and the headboard does not fit the frame. The holes were literally four inches too high. I have been told so many different stories over the past few days I can't imagine anyone in that building has actually completed their training. Not to mention, some of them were rude and did not care at all how long we've been waiting. The 'service manager' could use retraining as an FYI. In just a couple days, I've been offered adapter brackets which did not fit, accused of not knowing how to identify holes that do not align, offered alternative headboards without even verifying which frame I have, told they manufactured the headboard wrong, assured everything had been double checked, offered an exchange and two seconds later finally determining that my headboard can't be sold with a metal frame, suggesting I order a non drilled headboard which wasn't possible, and finally, the answer was not one headboard in the store will properly fit the frame I bought. How can you not sell one headboard that fits a plain metal frame? Sounds like someone just wanted to get rid of me and my problem. Returning the headboard and never going back. Thanks for the 75 dollar credit I won't use. I just ordered a cheap universal one from Home Depot. I can't think about this anymore. What a clown show.
If I could give these people a 0 star I would. I purchased a couch and within 1 year the whole seat broke. I set up a service call, the technician came out and said he was ordering parts, it could take up to 4 weeks. About 6 weeks later I gave in and called them since no one had bothered following up with me. I spoke with Sarah in the Raynham store. I was told that the manufacturer did not make this couch any longer and I would be given a credit for what I purchased for this couch - $1600. I was told I could pick something else out. I would prefer to have my couch fixed as opposed to a new one but whatever. When I went on their website, they only had 3 couches somewhat similar to mine, and they were hundreds of dollars more. I called them and told them - I spent money on my couch - I am guaranteed by the manufacturer warranty that for at least one year I will have a fully working couch. I do not have a fully working couch, and they have nothing in that price range to offer me, and now I'm forced to either deal with a broken couch under warranty OR pay more money? How is this fair to the customer? I'm not CHOOSING a more expensive couch, they have NOTHING. I can understand if they had my couch or something similar in the same price range but I am CHOOSING something more expensive, I understand having to pay the difference, HOWEVER my choices are deal with this broken couch or pay more money b/c they have NO OTHER OPTIONS. This isn't fair to the customer. None of this is my fault. I paid $1600 - I should have a fully functioning couch. I should not have to pay more money. It's not MY fault that the manufacturer discontinued the product within a year of my purchase. It's not MY fault the company has such limited options that there is nothing to select in my price range. I spoke with Sarah in Raynham, and Shannon who stated she was a district manager in customer service. Neither would help me. I'm quite DISGUSTED with this company. I will NEVER ever buy anything from them again. They couldn't even call me and TELL me the product was discontinued. Horrible HORRIBLE customer service.
The worst furniture I have ever bought paid $2500 for a couch and it started peeling a year later . customer service is by far the worst I have ever seen, stay away from this place they take your money with a smile but ignore you if you have any issues . They just simply don't care. It is obvious they have some issues with their management team . You can't ignore people that spend money in your store. Options are unlimited for people to buy furniture. What is interesting is all I see is their advertisement on TV but If you can't take care of your previous customer what kind of business are you running. Avoid this place it will be your loss.
I had an excellent experience. I purchased my sectional within days of reopening after covid shutdown. I was impressed with their social distancing, mask policies and the speed at which my couch arrived. I was early in the process, FULLY expecting a delay due to Covid unavoidable shipping delays. I am slightly disappointed in the separation at the seams i am having, but they do send their repair crew right out (masked) and it gets fixed. Quality, comfort and price-thats nice!
We ordered a recliner sofa from them came a month and a half. Delivery people damaged our wood floor. Called many times for a resolution for a fixed. No response!!! Another words customer service SUCKS!!!! Will never buy from them again. Don't buy from them!!
I purchased a couch and chair at Bernie & Phyl's and it was delivered April 28th. After a couple of weeks I realized it was very uncomfortable and I wanted to exchange it. I hardly sat in it...so it was still basically brand new. I called within the first week and left a message telling them my issue and weeks later, I called back and they were nothing but nice and very understanding and helpful. I couldn't (but didn't ask or want one) a refund..just different furniture. I am so pleased at how nicely I was treated..nothing but smiles from the girls at the desk and the man that typed up my new order. I would definitely go there again to buy any furniture needed and I recommend them to everyone! Thank you to all the employees that helped with my 'issue'..you're all the best! AND, the furniture is beautiful!! I bought a gorgeous dining room table as well!!!! #1 furniture store by far!!! Adrian, my salesman, Adrian and the customer service girls at the desk, Sandy, Tara & Kylie are all as pleasant as can be and a pleasure to do business with!!!!!
salesman at our initial walkin: C salesman when we came back to buy: A customer service communication: F delivery company communication and service: A+ couch: A overall we are happy with the couch we purchased suggest to the management that they work on customer service communication as we were given multiple dates of when the couch was arriving, which never took place and wasn't until i spoke to the manager who told me that... a) someone gave us the wrong info at month 4 and b) the manager told us honestly that they have no hard date to provide at month 5 the couch did arrive in the window that was promised (4-6m) although don't know why anyone would lie to us when we called to check in at the 4m window
When I first purchased my home over 20 years ago, I bought what I thought would be my starter furniture from Bernie & Phyls. Well that starter furniture has held up way longer than a couch and bedroom set I purchased from Jordans recently!
Very enjoyable experience here yesterday looking for a bed and a mattress .We were helped by Michelle in the bedroom section and Phillip in the mattress section. no pressure answered all our questions .We were kind of reluctant to buy any more furniture after the horror show last year at Raymour and Flanigan but as our bed was about done we tried after hearing good things about Bernie and Phyls. we would not hesitate to use them again even though Raymour is just around the corner from where we live.
On March 3rd I had delivery service and their workers broke my storm door. I have contacted them multiple time by email and phone and they have not gotten back to me.
Jennifer is wonderful! She spent a good amount of time with me exploring couch styles and fabrics. She was very professional, kind, and patient. It is clear that she is an expert in customer service and a nice person who wants to make sure her customers are happy. The store was clean and had a good setup, with lots of options. Thanks, B&P!
So I bought some furniture in July or late June and had it delivered to my storage unit because I was moving out of my house but had not moved into the new place until August. When they sold me the furniture they told me that I had $200 in rewards, but I cannot clean them until my furniture is delivered, so of course one piece of the furniture didn't come until September then when I go to claim my rewards, it's a huge deal where they have to send you an email with the secret codes and you send that back and then you wait forever to get your $200 reward, which was gas or groceries whatever you wanted to choose it's December 18 and I still do not have my $200 reward. A coworker told me they had to jump through hoops to get it and it took about a year, so why does Bernie and Phyllis go with a company that offers a reward and then just pisses you off because you never get it?
Buy your compressed sawdust low quality inferior furniture Here! Really examine what you see for the shitty quality plus weeks for delivery.
So sad they left Rhode Island. Their furniture selection is great and prices are reasonable. Customer service is excellent. I take the extra drive and it's worth it.
update to my 12/2/2022 review: the missing feet arrived tonight. four months and two days from order date, and two months and nine days from chair delivery date. If seventy days is their idea of a rush order... I plan to keep my Amazon feet in place. Too bad because I love the chairs, but the corporate customer service left a lot to be desired.
Just had a fantastic experience at Bernie & Phyls. My mom takes a while to make decisions and Michelle our sales person, was patient, kind and very helpful. She made the whole experience very relaxing. We are very excited about our purchases!!
Bernie & Phyl's told the BBB their delivery service sent me a check 2 weeks ago! Imagine I'm supposed to actually believe that it takes 2 weeks for a check to get 40 miles...I could walk it faster!
I wish I had read all of the other negative reviews before purchasing a bedroom set from this HORRIBLE store. Not sure why they are still in business. We ordered a bedroom set and were told it would be delivered June 2nd. (Several weeks later.) In late May they called and said it would be delayed until mid-June, then when we called in mid-June they said it would now be at least mid-July. (With no apology at all.) We cancelled our order and will be shopping elsewhere. The biggest issue is that their customer service is absolutely TERRIBLE - they are rude and tried to gaslight us by saying they had warned us about the possibility of delay, etc. I assure you that was not true. I get that there are a lot of delays currently, but at least be honest upfront and try your best to remedy the situation. Buyer beware...seriously. Go elsewhere!
There are pros and cons with Bernie and Phyls like any other company. I always try to give the benefit of doubt. Cons... We ordered furniture from them a few years back and they were very late on getting out to us (way before these trying times with supply chain issues) and the quality of it was not that great. We decided to buy furniture again from them again, because again.... I always give the benefit of doubt. One bad situation does not make it bad every single time. We bought our furniture in May and said it would be about July/August on when it would be delivered. Called in august and said due to supply chain it got pushed out to mid September. Ok... I called mid September and said not getting it until mid October. You know we here this is going, right. Each mid month I call and it keeps getting pushed out. Called again (now we are in December) and got pushed out to January. With this happening twice to us on getting our furniture pushed out, I do not think we will be buying from Bernie and Phyls again. I know one customer is not going to hurt them financially and I know it really there is no shirt off their back... but, not dealing with constant push out. I rather pay more at another furniture store to get my furniture in when they say it will be in. Pros... the customer service people are very nice on the phone and very apologetic. But that is the only pro I can give.
Bought a 2500 couch from them just about 3 years ago and the stitching is tearing. Thankfully (or so we thought) we bought a 5 year warranty- called them and they sent a tech out to assess. First thing tech says is 'oh this couch...' explains basically the way couch was made everytime you sit on couch it pulls on the stitches resulting in these tears we now have. No way to fix it/stitch it back up without making it worse. Tech leaves we hear nothing back from Bernie & Phyls. I end up calling them and they tell me couch is not covered because it is an accumulation of tears... caused from sitting on our couch?! Had a 2nd tech come out- same idea. No response from them till we called and they said they won't do anything. Bernie & Phyls sold us a defective couch and now will not stand behind the warranty we bought. Will NEVER spend another dime there.
Stood behind a guy buying something for 20 minutes. Then the salesman couldn't get his credit card to work. So he says come on, then they walk away. He doesn't acknowledge or apologize Ive been waiting there. Doesn't say I'll send someone to help you. So I push a customer service help button. Salesman in the next room walks up to clear it looks at me and walks the opposite direction. Boom $1000 sale just walked out the door. Hey mike next time all yah gotta do is say 'sorry you've been waiting so long sir I will send someone to help you.'
This store has by far the worst customer service I have ever experienced. The staff was sitting on beds, texting. Others were lounging on couches and chatting despite customers being around looking at products. No one approached us to see if we needed assistance. We finally had to go to customer service to ask for an associates help. The customer service rep was less than enthused. Despite poor service there was decent selection. The only problem with the selection is the two month delay it takes for delivery or in store pickup.
First time at Bernie and Phyls. Stopped in around 1pm on Monday August 1st. Was looking for some new bar stools: the way this store is set up is very odd and cramped. Walked around. Finally was able to locate the kitchen/dining selections. Actually saw some stools that I was interested in. The only problem.....no sales associate to be found, on any floor!!!!! We walked around. Went down the stairs and the elevator. Not a soul to be seen, we then tried calling the store to see if we could let somebody/anybody know we were there and couldn't get ahold of anyone. Maybe it was the timing. I mean how many people are out furniture shopping on a Monday afternoon. Maybe it was the maze like set up and they were lost???? Who knows! Oh well. Clearly Bernie and Phyls wasn't the place for us. Headed up to Jordan's and Bobs to check them out.
If you are seeking a quality piece of furniture, stay far away from these jokers. My wife and I bought a an electric recliner couch, A separate recliner with coffee table, end table etc. When it was delivered (from China) the electric buttons were backwards, so we had to wait for a replacement. We also bought an extended warranty which covers next to nothing. The cushions on all their couches are under rated (or just barely rated for comfort) do your research and you'll see what I mean. The cushion on one end of the recliner totally collapsed! Ok, but we figured hey, we bought an extended warranty. The lady who handles the warranties tells me its normal wear and tear and get this (there only meant to last for 5-7 years!! So the salesmen are scammers telling everyone these seeds last 10-20 years. So they send a tech out who does a bullshit job fixing this. I call the warranty dept back and they tell me that the couch was dropped from production and she has the balls to say 'probably from defects' and I wouldn't even be able to get the motor replaced if it dies!! So buyer beware and stay clear of these Assclowns! And to Birnie & Phyls, if someone does a good job they usually tell 3 people and if they do a bad job they usually tell 10, stay tuned because I will tell hundreds!! Where you can find your reviews you will find a consumer fighting back!!
Hi nice people kind service very nice to a person with a disability this place is awesome
My wife and I ordered furniture from B and P on 9/19/2020 spending over 4 grand. at their Westboro and Natick locations. At the time we were told 6-8 weeks for delivery. Here we are on 1/8/2021, with no solid dates to receive our furniture. We still don't have 4 kitchen table chairs, our coffee table, our entertainment center and a bedroom dresser. We were forced to take our kitchen table with only 2 chairs because we were told that if we didn't accept them they would be delayed indefinitely. Would we have gone with Bernie and Phylls if they had told us 15 weeks+ for delivery? For sure not. You can't tell your customers 6 to 8 weeks when Covid is happening and then say sorry Covid has caused this to be 15+ plus weeks now. However even worse, I have called customer service 4 times, each time they can't find the order for the first 15 minutes, not apologetic and say they are coming in the next 2 weeks. Additionally, I emailed their customer service twice now on Dec 21st and December 30th. Not surprisingly neither one was replied to. Bottom Line--They do not take care about their customers, shop elsewhere.
BUYER BEWARE: If you want to place an order for furniture and be quoted 8-12 weeks, place a hefty deposit and NEVER HEAR BACK after 14 weeks that it has been delayed. And delayed again for nearly 24 weeks, this is the business for you. No compensation, can only say with rope, monotone responses from a 'manager' that has no understanding of how outrageous this is, shop here! Ordered furniture back in July with an estimated wait of 8-12, understandable. Radio silence after the 12 weeks has past, I had to reach out to be notified it has delayed, and delayed and delayed. Locked in and cannot cancel or I'd lose my deposit. Only offering sorrys and no other compensation. Not a business I'll ever come back to. Maybe I'll get my sectional in 2021 in March when there is 3 feet of snow. Who knows. They're holding my $500 hostage. And with furniture I'll never see.
I understand things are difficult with Covid, but the lack of communication from this Store/ company is ridiculous! I ordered furniture in August, and was told mid-October it would be ready (I assume just to get me to spend my money). I call every other week or so for an update- no one has even bothered to reach out to me- and it's the same thing every time I call. They give me fake date 2 weeks out and assure me that they feel good about it being here by then. I haven't had a couch in months! Meanwhile, I have ordered furniture with other companies, no problem. Got it delivered right away with excellent communication from the sales team. I even had an associate text me on Thanksgiving to wish me a nice holiday. At this point, I should just cancel my order and start over with someone else. Very dissatisfied.
The furniture at the store is actually pretty good. Wide selection to choose from. Awful service. The employees were just lounging on the couches and stared at us. I said hi to them and was met with no response. Finally, when looking at the beds we were helped by an employee. The employee had a bad attitude as if he was mad at us for looking at the beds.
Per customer service I was told to speak to manager at the location where I purchased my set. I purchased a leather sofa and love seat, also purchased a warranty. When going to use my warranty because my 'leather' set was pealing and cracking I was told it's wear and tear, and not covered by warranty. Manager at the Saugus location told me he called corporate and they said they would not cover the pealing and discoloring it's considered wear and tear. The manager said his hand are tied and corporate has the last say. I noticed that the sofa and loveseat is not being sold anymore. I wonder why? Inferior products being sold and warranty not standing behind it's product. I got my money back for my warranty, but now I'm stuck with a $3,000 living room set that looks like . So I'll be so proud to tell everyone that sits on it that I bought at Bernie and Phyls.
Waited 4 weeks after my purchase before calling to ask 'where the heckie is my furniture?' I called the store on a Saturday and waited on hold for 15 minutes and nobody answered. GAVE UP (is this the phone line for a COVID vaccine?) Called back Sunday, waited 15 minutes, nobody answered (did I accidentally call Moderna vaccine factory?). GAVE UP. Called back on a Monday to ask where the furniture I ordered was, since it was written on my receipt 'Delivery within 2-4 weeks', 4 weeks after I purchased it, and the woman who answered (who by the way, sounded HORRENDOUSLY BOTHERED that I should BOTHER to CALL HER BUSINESS, you know, where she's employed and such, silly me), told me my furniture was ready to be delivered. So wait, if I hadn't called YOU, I wouldn't have known that I could have received my furniture? Wait, what? Aren't you supposed to CALL ME to SCHEDULE delivery WHEN YOU GET my furniture? So I asked 'Wait, if I am calling you, and my furniture is ready for delivery, why did nobody call me to inform me this so I could actually get this furniture into my house where I need it?' The woman responded, 'Uh I dunno, I guess we were gonna call you eventually or something.' ........................................... uh WHAT?
In January I ordered a bedroom set. Was told 3-5 for delivery even during the pandemic. Never heard anything until April when they sent an email saying saying it would be Memorial Day weekend. Well this is where it gets fun. 1st delivery damaged. 2nd delivery damaged. Spoke to a manger and gave me a credit of $500. Then he proceeded to tell me he's so busy and short staffed that he can't even go across the street to Starbucks and how much sales the store has been doing. Zero Relevance to my situation. So today, again I refused the delivery. 3 attempts and they couldn't get it right. Never ever again will I buy anything from there
Ordered couch in October, quoted 8-10 weeks. 4+ months later they still don't have a delivery date. They offered a pittance in a discount and refused to add more. Well now you lose a $2000 sale. Meanwhile, the desk I ordered that was allegedly in stock - wasn't - and the nearest style was an additional $150. I paid for assembled delivery, and even that was a mistake. Shoddy assembly and it was missing hardware. I had to completely reassemble it. I will never shop at any Bernie and Phyls again. And now I still need to buy a new couch. Thanks for horrendous customer service. 0 stars. Edit to update after store response: I did call. Many times. Some people were even almost approaching helpful. The last person I talked to (named Steve) could not have cared less. He was rude and couldn't get me off the phone fast enough. Thanks for wasting months of time. You told us in October that 8-10 weeks included any Covid delays. But you knew that was fantasy even then. You lied to every single customer. Just be honest with your customers.
They're screwing us out of one of their promotions. We bought a $3400 Tempurpedic and were supposed to get $100 gas card. They gave us the paper work and said we should be getting an email with a link. 30 days later, nothing. I called the reward company and they said B&P never sent them the information. I called B&P and they said that since we used the 0% financing promotion we're not eligible for the gas card promotion. She said 'You know, the 0% financing for 5 years is way more money that the $100 gas card'. Point taken, but I want both since that what I was lead to believe. Still giving it 3 stars since the sales person was nice, and the delivery was on-time.
Great new building. Super clean. Love that I was offered assistance by multiple staff members. The road in is not marked as well as it could be . I will be back to make a purchase. It is worth a look when you are in the market for furniture.
I have bought two bed sets and matrices. Multiple couches, dining room set, etc.... broke 2 chairs and they replaced it. In and out 30 minutes every time. Sales people great. Once delivered set with missing bolts. Came back next day and fixed it. Bought furniture for my son. 5 stars.
My husband and I were on a quest for a QS bed for our guestroom. We looked everywhere, but stopped looking after a visit to Bernie & Phyls. The salesfolk were laid back...not at all pushy but on hand to be helpful...and very patient. We selected a great bed & mattress...quality evident after some of the junk we looked at elsewhere...and bought it. The delivery process & team were excellent...called us the night before with a 4 hr window & again with a 30 min eta. They were careful, professional & quick. I could not be happier with B & P and recommend them highly.
I have been waiting 11 months for a couch. Each time I call I am told it will be next month or most recently in two weeks. No one from the store has ever called to provide a status update. Covid is always to blame. However I just bought a sectional at a better store and had it delivered in one week. Stay away from this company.
I bought a rug from the Clearance Center in the Westborough store and was told that it had to be special ordered and will arrive at the store for me to pick up in 6 weeks. 8 weeks later, I call to check on the order and they advised me that they lost the rug and had to reorder it. Another 6 weeks I now have to wait for delivery. No apologies, nothing in return for my troubles. The answer I got from the store was very cold and not very customer service based. In my profession, I train people on how to perform good customer service. They have horrible customer service. Next time, I'll go to another company.
I have bought loads of furniture from Bernie and Phyls and in comparison the quality is similar, granted some of the pieces have been lesser quality, but the prices are unbeatable. This location is no different and looks a lot bigger on the inside than it appears on the outside plus it has an outlet center next store with all sorts of discounted priced furniture. The showrooms are set up nicely and the sales people don't hound you like Jordan's plus the sales here slash the prices even further to give you a solid deal. The delivery is seamless and at times free and I am very happy with most of the pieces I have purchased here.
Greeted by overwhelming salesperson the moment we stepped thru the door. Wanted to just look and then ask questions but she was just non stop talk. Husband sat down on a power reclining sofa she immediately reclined him back all the while talking non stop he asked her to stop, made him super uncomfortable. I know these people work on commission but it was way overkill on the attention. We won't be back.
It's pretty depressing in this store. The outlet is actually brighter and more open than the regular store. The regular store is two floors and impossible to navigate. Once you go upstairs you feel like you're going to die there and never come out. The furniture looks average quality but WAY overpriced when you can go to Jordans for much better quality at the same price. I also think they need to stay on top of the trends a bit more. Very disappointed by their dining table selections. Nothing distressed, farmhouse, or rustic!
My parents moved at the end of last year, and saw a great piece of furniture in their Saugus store and quickly ordered in October for delivery *hopefully* by the end of November, as it was not currently in stock. Their order was inexplicably cancelled once (my mother only found this out when they had waited over five weeks, and checked in with the store to find the person there telling her she was within the expressed waiting period [because the employee was looking at the NEW order date]), after which they played a game of cat and mouse with the store, as no one could tell my family when the piece would be back in stock and/or would ship. This was a pre-manufactured item, mind you, not custom. We checked in each week, slowly losing hope we'd ever get the piece. Finally over FEBRUARY VACATION, the piece was delivered. Almost a four month wait, and hardly any info about what was going on, and little understanding from those at the store. Won't be shopping here again.
I would NOT recommend buying a mattress/box spring from Bernie & Phyl's. They do not last - I have had 4 mattresses in the last almost 10 years. I bought name brands Sterns and Foster, Sealy and Temper-pedic. I tried to upgrade thinking the next once would be better. The sides broke on first one and the other ones sagged in a few years. They replaced them once a company comes out to check it out. This is all under normal conditions. But I was warned from sales guy the original 10 year warranty is almost up. Good! I'll be glad not to be obligated to them anymore once this one sags again. I am a 5'3' and 125 lb. petite woman. The sales person was very nice each time I went to get replacements though. But I repeat, I do NOT recommend buying any mattress from them. I wish I had read reviews before I bought my original mattress from them. Lesson learned - do your homework!
They post items on the outlet site they don't have just to draw you into the store. We bought something recently, was charged on our credit card, rented a truck to go pick it up and we were called while en route to say they could not fill the order. Convenient way to get us to the store. Upon talking to other people, I was told this happened to them as well. Avoid this place as they do not seem very ethical.
Absolute worst experience ever. I bought a sectional sofa in full (around $2000) in JANUARY! I was told 8-10 weeks due to covid. 8-10 weeks is insane in itself but we figured things like this can happen with covid so we agreed. I called at the end of February and was told it wasn't ready and that it would be ready in March. I then called in March and guess what they say? 'Oh it'll be ready in April. I then call again in April and they have the nerve to say May. It is now May and I call and they still have the nerve to say June. Like is this a joke? Is this how you treat customers that even pay in full? Absolutely ridiculous. We tossed our old furniture to make space for the delivery just to be sitting on the floor for 4+ months. Buyer beware. Stay away from Bernie and phyls and use your hard earned money elsewhere.
I went there last Sunday as I was shopping for a Leather sofa and comparing prices with Jordan's Furniture. I left very disappointed as the Salesman was only concerned if I was buying something ASAP and didn't really like when I was asking questions and didn't seem interested in Matching Jordan's 15% off and free delivery. It's to bad because there were a few sofas I liked. I went back to Jordan's and their Customer Service is GREAT