Bernie & Phyl's Furniture Reviews 

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Update 21 hours later. Rating of 1 star upgraded to 4. Company called me and issued a refund. Very pleased with their responsiveness./// original : I custom ordered two throw pillows for a couch. Fabric is fabulous. Quality and quality of workmanship is intolerable and should be an embarrassment to this company. Throw pillow are meant to have four pointed corners. On each of two pillow, there were reasonable attempts made to create two corners. However, on the corners that met the zipper, there is no corner, no square, just a Mashup of fabric that look similar to a balled up piece of aluminum foil, albeit softer. And on one pillow, a fabric item tag and it's accompanying little plastic strip that connects it to the pillow was sewn directly into one of the seams. Impossible to remove without cutting stitching on pillow. But because it was a custom order there's no refund. I asked customer service what my recourse was because of the quality issues. They suggested I place another order. Really?? Why would I want to gamble and double my loss?

I purchased a bonded leather power recliner and I was not familiar with the bonded leather so I asked the salesperson about it, he replied that it was as durable as regular leather if not more so. I purchased the recliner and here I am about three years later with a recliner that looks like it is peeling in the middle of the headrest area. I emailed customer service and was told the warranty was one year but they could look into what it would cost to get a replacement for the affected area. The recliner works great but the bonded leather is failing. Nothing like the 10 year old leather arm chairs I have that show virtually no wear. I asked the store if I could get a credit towards the purchase of a different fabric recliner and was told a flat out NO. I am not looking for a new recliner but some type of accommodation would be appropriate in this case I believe.