Company Details

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.

Furniture was exactly what I expected. Delivery guys were fabulous. Made sure everything was setup correctly and working properly.

My son is very happy with his mattress and dresser. We will be back soon to shop again!

The furniture is due to arrive late after significant frustration. When we purchased the furniture, we were told by the salesperson that the order could take 5 to 7 weeks to be delivered, but then later told by management that the furniture would arrive at our house within 4 to 6 weeks of the order. So we decided to make the purchase of a sofa and chair. After five weeks of waiting, we called the store and were told that the order would likely take the full 7 weeks for deliver but once it arrived they would deliver to us within 24 to 48 hours of receiving the stock. Now 7 weeks later, we have just received a call that the order has arrived but B&P has decided to add an additional five days before delivering. We will also told that we would be assigned a 4 hour window for delivery but not until the night before delivery - this is the first time we were made aware of this significant inconvenience to us (we both work with kids and are now at limbo regarding planning for the deliver until the evening before). So our order is late, past the agreed upon date, and now compounded with the inconvenience of an unknown delivery time. In addition, during our two calls with B&P, the reps that we talked with consistently tried to talk over our concerns and came across that they could care less that B&P was not meeting their obligation per our agreement when we brought the furniture. B&P was recommended by a friend/colleague, it was our first experience with B&P - the lack of care/ noncommitment to the agreed upon terms on their end is disappointing.

The salespeople were

Furniture not damage and as ordered. I am giving 2 stars because the delivery was suppose to take a week and it took a month. I was relocating and not brining the old furniture to the new place. I made my salesman aware of this along with 2 customer service reps. So I went without ANY furniture for a month. Also, I had to call them to find out what was going. They only called me once the entire time about delays.

Took almost a month to deliver. Told two different reasons as to why, no apology either time. Not as comfortable as couch in the showroom, feels like different couch. Noticed tear in seam same day it was delivered but not worth waiting another month to fix. Overall very disappointed.

Great service, great selection. I hope the furniture arrives as promised!

Jim Galvin was excellent! Very knowledgable without being a hard sell. We love our Tempurpedic mattress. Also, shipped the very next day, and they took our old mattress away too. Great all around experience!