Bernie & Phyl's Furniture Reviews 

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

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

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

The customer service at Bernie's and 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

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

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

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

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

Bought a mattress and box spring and had it delivered. They refused to take the old ones because they said we were infested with bedbugs. This is incorrect our mattress was stained from our dogs. I've had experience with bedbugs in the past and this was not the case. Now I have to pay to have the mattress removed. I will do anything and everything in my power to make sure everyone i know will boycott this store. I wouldn't buy a curtain from this company. I'm beyond angry. Funny how no one in my household has gotten a bedbug bite. Isn't that what they do? That's what they did 25 years ago when I had a problem then. Now I'm supposed to have my house fumigated for something that doesn't exist. Educate your delivery service cause they don't know what they are talking about. One pissed off customer....

Don’t buy at Bernie & Phyl’s. Bought a sofa and recliner. Both were delivered. Sofa was replaced within two weeks because the frame was bent. Not the recliner motor does not work. Stuck in the open position. Had service come out and it needs a new motor, that was in late October. Called many times and every time it get a replacement date that is pushed out. Checked this week and it was moved out another 10 weeks per customer service. Buy you furniture some where else not here, you will be sorry you did.

Just purchased a sofa and loveseat 2 days ago.. I did my research and went to many stores looking for the right sofa.. well I went back to Bernie and PHIL and sat on many sofa and loveseats. The sofa I choose in store was so comfortable that are purchased it .. Well it is the most uncomfortable sofa I have ever purchased.. It's like sitting on a rock.. My back is killing me .. NOTHING Like the sofa in the store .. What a disappointment. Can not sit on sofa without your body in pain.... WHAT a terrible mistake
Valerie Borowski

I have been waiting on a dresser from Bernie's since Aug 2021; now I understand there were shipping delays due to the pandemic, however, it will be a year in another few months, and products have been fairly well over the past couple of months. Today, I called again for the 5th time, and again, I was given another delay of 10 weeks, after the wait of 5 weeks before that, and 5 weeks before that. I'm a good customer and always support this company by purchasing furniture here, but if you are not going to fight for your clients when you know the wait is unacceptable, my business is better elsewhere. I was told the furniture manufacturer is Ashley Furniture - clearly no one from their office has contacted them to complain or see if any of their stores have the item in stock. Very unpleasant experience.

i purchased a couch and recliner in august 2021 with THRESHHOLD delivery included in the price.

when delivered, they dumped them on the sidewalk, at the bottom of the 3 steps leading to the platform where the threshold was, and WOULD NOT bring them to the threshold ! (ABSOLUTELY REFUSED TO DO SO UNDER ANY CONDITIONS)

with the help of the neighbors, i managed to get them out of the rain, and over the threshold ( a total of about 10 feet including the 3 steps).

since then, the recliner got stuck in the up position and would not move (just before christmas).

when i called for service (warranty), i was told someone would call back to make an appointment.

they actually did; more than a week later.
the appointment was TWO WEEKS FURTHER into the future.

They sent a technician , who examined it and said it needs a new motor, and he didm not have one.

he said he would get one and return to install it.

that was over two weeks ago, and i have not heard a word from them since.
no response to my inquiries, either.

Order #: 12041NCYYXL. Troy, our clearance center salesman, was excellent. He let us know when the couches we wanted came in.

Omar & Ying, the delivery men, we're very efficient and helpful. We highly recommend the Bernie & Phyl's team!!!👍👍👍👍👍

Hello, my partner and I spent nearly $900 on a customized Chadwick couch in October 2020. After a few months we noticed the couch was incredibly uncomfortable and that the backboard is already damaged, offering no back support (sunk in back). Additionally, all of the pillows (seat, back, and throw) are of poor quality. They condense into compact blobs every time we sit against them and they need to be beaten literally after every use to offer any fluff cushion at all. My back hurts after sitting on this couch and I have to stretch after using it. All of this is after average usage by two young adults for less than a year. One would think this couch is the old family couch in the basement that’s been around for 10+years. I am waiting for a technician to come and assess and am not hopeful. We put a lot of research into purchasing this couch as we are both active and hardworking people and need good back support. This was my first and last purchase from Bernie and Phyls.

Below is a copy of the letter I sent to Bernie and Phyl's Customer service and to the Better Business Bureau.

I’m writing this letter in order to try and resolve an issue that quite frankly should have been addressed weeks ago. First off, I’m greatly disappointed with the customer service that I have received thus far from Bernie & Phyl’s, as a loyal customer who has spent thousands of dollars on furniture over the years and I never had any issues with your company until now.

On April 2, 2021 we purchased a 3 piece living room set valued over $6000, which we waited for patiently to be delivered to our home. The first two pieces, the sofa and recliner arrived on June 23rd, and the last piece, a love seat, arrived on July 14th.

The issue I’m having is the delivery men neglected to remove two shipping bolts from the bottom of the love seat, this resulted in gouging my 3 year old oak floor. I called immediately to Bernie & Phyl’s customer service, during which an appointment was scheduled for July 21st. The tech arrived as scheduled, took photos and confirmed that indeed the delivery men failed to remove the bolts.

I then called Bernie & Phyl’s customer service again and was told that someone from the delivery company would call back. There was no call back. On July 26th I called the delivery number which was given to me by Bernie & Phyl’s customer service. I was told the manager was out of the office and would return by the end of the week. I called the delivery company on August 3 and again was told the manager was out of the office. I called the delivery company again on August 18th and was told the manager was in a meeting and would return my call after the meeting - No return phone call.

At this point, I called Bernie & Phyl’s, on August 19th, explaining I wasn’t getting any response from the delivery company. I was told by the customer service person that she would send an email to the delivery company and have them contact me. Again no response.

On August 24th, I called Bernie & Phyl’s customer service and asked to speak to a manager, my call was transferred to another customer service person. I asked the 2nd customer service representative to speak to a manager and was told that she was in a meeting and wouldn’t be able to return my call. The customer service reiterated that the issue is with the delivery company and wasn’t Bernie & Phyl’s responsibility. I was taken aback by this statement. I paid a delivery fee to Bernie & Phyl’s when I purchased the furniture. Bernie & Phyl’s are responsible for the delivery company, since they hired this company to deliver furniture to my home. They are also responsible for the delivery company’s actions. I have worked in a customer/product support role for over 30 years and not once, for any of the companies I worked for, did our team ever pawn off our responsibility to any of our contractors, we took full responsibility.

Bernie and Phyl’s should own up that their contractors failed and do the right thing in reimbursement for the damage to my floor. I have an appointment with the flooring company who originally installed the floor to examine the damage and provide a quote to repair the damage. I fully expect to be reimbursed for the damage by Bernie & Phyl’s. If this doesn’t occur in a timely manner, I will explore my other options including reaching out to the Better Business Bureau to file a complaint and utilizing social media to explain my displeasure with Bernie and Phyl’s customer service. We have always been happy with Bernie & Phyl’s quality, selection and customer service until now and have recommended your store to family and friends. I hope we can resolve this matter without further action and delays.

Update: The complaint I filed with the BBB, wasn't resolved. Bernie & Phyl's have now stated that my receipt states that they aren't liable for any damage that the delivery people may have done. This statement isn't true, my receipt doesn't show any such statement or for the fact it doesn't have any terms or conditions on it. I sent a copy of my receipt to BBB which confirms this. Now Bernie and Phyl's are stating that this information is on the web site. First, why should I need to look at a website in order to purchase a product. I took a look at the website and again there is not any information to that fact. There is terms and conditions page, but this only relates to the web site liabilities. Shame on Customer service for trying deceive customers.

Purchased the Abby 3-piece sectional with roll-out sleeper which looked great in the showroom. I should have flipped it over and looked at the interior. Sleeper sectional is actually three parts, a floating couch over the sleeper, and an attached armrest. The floating couch is only attached to the arm rest with three screws. and has two feet on the opposite end, so all weight on the couch is placed on the three screws attaching it to the armrest.

After less then one year, the screws bent enough that the wood cracked, and the armrest came loose causing the floating couch to rest on the front panel of the sleeper which then also broke revealing over a dozen staples/brads that were used to "secure" it to the rest of the sleeper. With the armrest no longer supporting the weight which now rested on the sleeper, the front beam support of the couch cracked leaving it sagging in the front.

This occurred right after COVID lockdown began, and we had two at-risk individuals in the house, a recent cancer survivor, and a recent life support assisted respiratory disease survivor. The issue was reported within the 5-day requirement of the warranty plan, and service was unavailable. No pictures or action was requested at that time, and we were assured that our claim would be addressed as we reported the damage as required.

Vaccinations were not available until June 2021, and we requested the service which was promptly denied as "accumulation of damage", and we were told it was "intentional damage". Upon a second service tech visit, additional pictures of the actual damage were taken, and no response was received from the claim until we called two weeks later where they promptly informed us no action would be taken.

Do not buy the warranty at all unless you are prepared to call them at every discovery. Sweat on the couch? Call them before it stains! Rubbed the cosmetic stitching? Call them so they can tell you to use needle and thread to fix it yourself! In fact, I do not recommend buying upholstered/leather furniture from them at all since you cannot see the supports and methods used to assemble it. This couch was poorly designed and assembled even worse. The service we received was not on par with the expectations they set in the salesroom. Customer Service department was great, Claims department was like pulling teeth without pain killers. I will not be buying furniture from them again without a thorough assembly investigation of the product in the salesroom!

Got a 6 piece sectional for them and it first came defective. Ordered a new piece only to wait 5 months and more to get the piece to come in. People in the store tell you it’s coming in a week but ends up getting stuck in a ship stuck in the ocean. All of them are so rude! I will never buy from them again. I hope there company tanks. They told me I can’t return it because it’s been in my house too long even though I’ve been waiting all this time for a new piece! Disgusting company!!!!!

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

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