Customer ReviewsforBernie & Phyl's Furniture

I'm not sure where to start, But the service department has to be the worst department ever. when you call to schedule for a repair, they have no idea what they are doing. about 5 times had to call and inform the same office that we didn't want a certain technician out at our house, and we called 2 days before to check to make sure they wouldn't send him out but day who's at the door, The tech we asked them not to send, They don't understand basic communication skills, there is an associate in the service department names ********* or as she wants to be called ****** she is a very rude young lady, and she seems to think it's her way not yours. and she doesn't mind hanging up on you either. She has no people skills. So, after enough of the head games from ********* Bernie and ************************** I call corporate down in ********** have called on 11/7/24 11/8/24 11/11/24 and 11/12/24 left messages for the corporate manager of service, which is *****, and still as of today 11/12/24 have not heard a peep, she's there because I have spoken to others in corporate and they say she's either busy or you can have her voicemail, but no call back at all. So, this is the last time we buy anything from this company due to failure on ****************** & upper management at company not caring to resolve issues with their people, and what's ironic, ******************************* claim to be a Family-owned Store. It's a Red Flag, it should be for you too. So, unless one of the family members reaches out to me, ya right, Bernie and ****'s cannot stand being the products they sell plain and simple, you have other choices as a consumer, think before you dive in and have to fight to have products serviced by this company. If i were to rate them it would definitely be below par D-

I have just read a bunch of the reviews on the BBB site and I wish I had come here before purchasing my leather sectional. I bought this sectional and waited 12 weeks for it because it was coming from ***** and I took in July of 2023. By August of 2024, the sofa was sagging and hitting the floor. I called them and before I could say much, they started saying it is NOT in warranty. I said that I understood because it was 1 year and 1 month (however, i really do not understand how this little time can show such a problem). They said they would send someone out to look at it and I was told by the technician that he has seen this exact issue with other people who bought this leather set and he wishes that people would buy furniture the same way they buy cars - basically look under the hood! He said the way it is (poorly) manufactured, there is nothing he can do. I asked him to write up his report this way for when the company called me back. I waited three days for a call and I called them. The person who answered said that the technician wrote it up saying there were no repairs that could be done. THAT's it. Do not do business with this company as they will sell you junk and then point to the manufacturer as the one to blame. They are STILL selling this item. I wish I could give them no stars. There is very good reason why they are 1.22 out of 5 stars for their rating.

We recently purchased a recliner, sofa and a love seat. The sofa has recliners at each end and one of them is not working. It catches on something on the way up and makes a metal snap sound when fully open and then you have to fight with it to close. This started happening on the very first day it was dropped off at my house. I called Bernie's and Phyls and was told by ****** who works there that there is no warranty. It is as seen and as shown. No apologies, no we'll take care of it, nothing of the sort. I did get a, I'll send a tech but there will be a charge and you will have to pick up the cost of what ever parts are needed. HORRIBLE SERVICE, HORRIBLE PRODUCTS!! BUYER BEWARE!!!

Ive always bought my furniture from Burnie and Phils. Less expensive than other places. Just about 2 years ago I bought a second home in *************. I bought an entire house of furniture and at the same time bought all new furniture for my house in ma. *** spent well over 50 k with them . In the last couple of years. I also bought an extended warranty for 5 years. The sales woman told me it would cover any issues. I had several small issues from damage done during delivery. ( this was on my ************* delivery. After about a year I noticed the cousin that were attached to the couch were going flat. I kept an eye on it and noticed it was getting worse. I called and told them. About a month later the sent a very nice, professional tech out to evaluate. He agreed it was defective.He told me they would be in touch to make the repairs. Several days later they called to tell me that the manufacturer only warranties it for 1 year. And my additional 5 year warranty doesnt cover manufacturers defects. What a scam. One thing to bye cheap furniture (couch over $4,000. ) but to pay thousands more for a warranty this dose not cover hardly anything is a rip off. If you go there , they seam to have good prices, but the quality is very poor. And the warranty is a scam. *********************

I have purchased 2 seperate living room sets from this store, both broke within 1 year, poor quality. Overpriced furniture should definitely last longer. The biggest issue I have would be their "furniture protection plan" I purchased the plan with both sets and now I am seeing a pattern, they claim they will come out and fix any (non-pet damage) when I called they were unable to have someone come out for 3 weeks, and now they are stating my couch is not covered under the protection because of "accumulation" so I have 1 back cushion that started coming off the couch because of the sewing and I have a few spots we're the fabric is starting to fray so there are too many issues? Scam

Beware of Delivery of close out furniture!! I purchased sofa and chair ! Sofa came 4 times broken ! Bernie&Phyls send closeouts to another location to be dispatched by independent movers. They give the movers broken items to deliver ! They get reimbursed cost of items which is a lot more than consumer pays from back room cloeouts ! ******************************* is regional manager he refuses to call consumers back ! Corporate office just puts you back in touch with same store nothing gets resolved! ****** at Saugas store promises the next delivery will not be contracted out yet however they do! How in the world do you break 4 sofas? If you purchase closeout furniture can be a good buy if you pick it up yourself! Dont expect to recieve it if you pay for delivery ! They have a real scam going

My experience with Bernie & Phyl's began on June 29, 23.On this date, I was assisted with Sales Consultant, ****. I choose a four draw lateral file cabinet and a small armoire. **** told me that these were from the Archbold series, one of their top of the line products, solid wood and made by the Amish. I purchased the two pieces for a total of $3453.73. On August 16, 23, the first delivery was made. One in my home both the delivery staff notice numerous defects in both pieces. He took pictures and I marked them the with blue painters tape. In addition, the armoire did not have the shelf as was shown in the on the floor. They agree the furniture was highly defective and agreed to replace the two items. On September 21, 23 , the 2nd delivery was made. The delivery staff wanted to remove the packaging outside to assure that the furniture was intact. It was not and worse that the first delivery. They agreed and took photographs which were sent to customer service. The photographs revealed terrible damage to Berne & Phyl's "top of there line furniture." Even the wood around one leg of the armoire was splint open and the metal bar inside the the leg was fully exposed! Again , I contacted Bernie & Phyl's, they agreed to send the 3rd and final pieces of furniture. At this point I should of asked for a refund but the two pieces of furniture were just what I wanted. On October 20, 23, a 3rd attempt was made to delivery the furniture. I waited three hours for delivery when one hour before schedule delivery, a customer service representative called to inform me that the furniture was examined in their warehouse and was deemed unacceptable. At this point, I wondered if they had notified manufacturer. I makes me wonder if this was made in China or a put together like something you see from Wayfair. There wasn't and sticker or small brass plate identifying the manufacturer, like all of my existing furniture has. I would like to continue my review submitted a few minutes ago. In the the end, I agreed to accept the 1st delivery as that was the least damaged with the agreement that a service rep would repair the issues. They then offered a 30% discount The service rep was extremely unpleasant and when he saw the damage his comment was "this is going to be a day long job and I have 15 other calls today" That was not my fault, that was a miscommunication with the company. In addition, he failed to complete the job, in that he didn't repair a drawer which was sticking, even though I brought it to his attention and was marked. He was here only 20 minutes. Again, I called Bernie & Phyl's and spoke to store Mgr., TJ. He advised me that if another repair rep had to return, I would only get a 10% discount. How could that be if he didn't finish the job hewas assigned. I opted not to have him come out again. In the end, I am left with defective furniture. I want to inform you that communication at the corporate level was poor. I left 3 voice mail message and 2 emails to Mr. Overstreet, General Manager at corporate level with no response at all. I only wish I read the reviews before I made the purchase. I hope this gets posted and the company refuses it to be posted, which does happen. There are numerous negative complaints which have gotten posted. 

Bought a couch, chair and ottoman 5 years ago. The fake leather started peeling a year later. they came out and replaced the pieces. 6 months later, more peeling was happening. They said oh that was a courtesy the first time and the insurance doesn't cover it. They refunded the insurance. Now I have no insurance. The pieces they fixed the first time started peeling. More and more peeling. Called, sent pics, found the manufacturer and they said it was Bernie and Phyl's problem. Bernie and ****'s would not replace the furniture. I went to the store and showed them what was happening. the manager said he would give 10% off a new set. That's All! NO REFUND. NO SORRY, NO CONCERN FOR QUALITY!!! NOTHING! They kept blowing me off! and the couch is sinking in. NO Comfort either! They are horrible with customer service! Will NEVER shop there again! THEY DO NOT LIVE UP TO THEIR QUALITY OR COMFORT!! Regardless of fake leather, a couch/chair should last more than a few years!!

bait-and-switch tactics were used on me since i financed over $12K worth of tempurpedic ****resses, bases and remotes on sunday in the hope that this new setup will help me to stop snoring & the ****ress sales guy told both me and my wife that we would need to sleep on the ****resses for at least ****************************************** order to return them if we don't like them so we agreed and delivery was made yesterday yet when my wife went to find out bedding size needed she saw the sales comments which were hard to follow since 90% were abbreviated & overwritten on the tax code box "...del promo bases can not be ret exch on **** after 30 days 5 yr promo thy philk...." we both had no idea we couldn't return this stuff for a full refund -- that sales guy should have just been clear by stating exchanges only--why bother to say you can return it when you truly can't---returns are always for a full refund &/or an exchange--if their policy is exchanges only & only on the ****resses-you must keep the bases then just say it--be clear about it--because both my ******** would have never purchased $12K+ worth of this stuff if it wasn't going to work out--we believed him when he told us we could return it so my ******** called to cancel order/do pickup but the ****ress sales guy was *****, **** & refused claiming that's the policy in the industry so she called & explained to a nice woman who asked us to hold then a man identified himself as **** got on the line-asked how he can help-told him already waiting for the woman we spoke with & he scoffed and said he is the store mgr so my wife again explained & he was nasty, **** & refused claiming the paperwork shows ******* wife said we don't see any of the paperwork nor the info written on it until AFTER digital signature is made and receipt printed so don't go telling us we were aware because we were not & we're not paying-cancel the ************** your merch today then i replied to an email I got earlier to pickup stuff

Well Im glad that these reviews confirmed how I felt in their store. I arrived early right at opening. I was literally the only customer in the store and the sale guy could not even stay with me to show me anything or answer questions. He just pointed to where the recliners were. I found exactly what I wanted at lazy boy. More importantly was how I was treated and how kind the sales woman was. She really listened. He did not, glad I trusted my gut.