Business Profile

Furniture Stores

Bernie & Phyl's Furniture

Headquarters

Complaints

This profile includes complaints for Bernie & Phyl's Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

34 total complaints in the last 3 years.
3 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:02/16/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a couch February 2024, not delivered until May 2024. I had called and someone came out to look at my cushions because after only 7 months they are sagging in. The person said that it was normal and to push them in sometimes. I push them in every time I'm going to sit, it does nothing. My back is killing me from sitting on this couch. It is clear to me that it was poorly made. He claimed whoever sits there sits facing that way but if I sit there 2-3 times a week over 7 months how would that be normal. I am gone for 12 hours 5 days a week at work. I feel that they are ripping me off with this couch. Not even one year and it is already "sagging". I want them to either refund me and take it or exchange it. There is no reason that it should happen. I was assured that if there was a defect new cushions would be ordered as it is still under warranty. Never have I had even a cheap crappy couch sagging after a year.
Business Response
Date: 02/20/2025
When reviewing the technician report and assessment there is normal settling on the right, center, and left seats. There is no defects with the seat cushions. All joints are in place, no breakage; normal. There is no replacement on the sofa. The set is up to the manufactures standards.
Customer Answer
Date: 02/20/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
The technician did state those things and I disagree. What is happening to my couch is not "normal" I have had other couches they have never looked like this in less than a year. This is just your way of trying to get out replacement for an obviously poorly made product that I patiently waited for after many delays on your part. I have shown pictures documenting this and if anyone's couch looks this awful after a year they would need a new couch.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******
Initial Complaint
Date:01/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought couches a few years ago thru Bernie and Phils with the warranty. Ive called a couple times stating the couch has ripped where we usually sit. After a few times of calling we finally found the couch that matches the receipt and sent someone out. Right off the bat the technician said it was a dog that bit our couches. My dogs dont even go in the same room. The zipper on the couch is also broken and will not zip.
Business Response
Date: 01/29/2025
I am sorry for any difficulty, evaluation of your claim: photos and warranty coverage assessment this is pet damage: Pet damage is not covered under the warranty plan. Review pictures attached.
Customer Answer
Date: 01/29/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am writing this email to dispute Bernie and ****s accusation that our couch has pet damage. We have two dogs in the house and we do not let them in the room that the couches are in .The living space is just for my husband and I, as furniture cost a ton of money and we would not want to risk having it damaged by pets. Our pets have their own room and a space outside as well as our porch. We keep gates shut at all time to prevent animals from coming into the living room, where the couch is. Ive called Bernie and **** several times to let them know the weight of the people sitting on the couch has ripped parts of the couch where the seams are. The clips that hold the couch together are also broken and do not stay together. The zipper that is broken came off when trying to zip couch shut. I am attaching pictures of where my dogs hang out. As customers that have spent over $20,000 in your store over the past 10 years, please honor the warranty we paid for and provide us a new couch. Thank you.
*****

Business Response
Date: 02/20/2025
I am sorry, your claim is not covered by the warranty.
Customer Answer
Date: 02/23/2025
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am not satisfied with the warranty coverage. Maybe we can come with a happy medium. Can the company replace the 3 prices of the couch that are broken. The zipper and side piece is not damage from pets as I stated before pets are not allowed in the room with the couch. Thank you
sarah

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****
Initial Complaint
Date:06/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a new sofa from Bernie&Phyls and the *** port does not work. They sent out a technician and they said they needed to get the part. I bought this sofa in February. Its now June and they keep telling me they waiting for the part thats ******** doesnt take four months. I found the part on ******. They said it needs to be replaced by the manufacturer
Business Response
Date: 10/22/2024
I am sorry for any trouble. Our records are showing a tech did installed a new part ( switch) back in June 2024. Please contact our customer care department for assistance. ************.
Initial Complaint
Date:02/13/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called in September 2023 for a broken wheel on my couch I bought in April 2023 from them. It has a 1 year warranty. Someone came out in October to look at it, telling me the ongoing incresing issues customers seem to have with the couch. He tells me he will order a wheel and can be out within 3 weeks and to call the main 800 number to confirm a repair time within the 3 week time frame. I called and was told that when the part comes in I will be notified of a selection of times for someone to come out to fix the wheel. Holidays pass and zero contact had been made by the office for a repair date. I called in the beginning of January 2024, a woman answered who seemed surprised, put me on hold for about 5 mins and said the issue is they are still waiting for the part and will call when it comes in. That was about 6 weeks ago. I paid for this couch with the hopes of dealing with a reputable furniture company as well as a warranty if any problems it would be fixed and not drain out my warranty. If the couch cannot be repaired then I ask for a complete replacement for it. I am shocked the way I have been put off, disregarded & put to the wayside. Im also quit disappointed and uncertain as well as discouraged for any future business with a highly unprofessional *********************** I definitely expect to be fully compensated in such a way for this highly defective ***************** of my money, my time and the issues with this couch & a company that apparently doesn't stand by their products and value their customers hard hard time and money. Note: The stuffing is bunching up on the cushion also, this couch does not get heavy use. TBC
Customer Answer
Date: 02/24/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 03/28/2024
Please contact our customer care department ************. Our records indicate the sectional has been exchanged.
Customer Answer
Date: 03/28/2024
I thank you all who made an exchange for me. I was beyond satisfied with the last gentleman who came to access and review the metal frame coming out from the padding. He was super kind and had a empathetic concern to make an appropriate and honest accesment of the issue unlike the guy who came before who had a bad attitude, lack of knowledge or concern for the uncomfortably of the prior couch that thankfully was replaced because of the other guy. He seemed more interested in running out the door than honestly and appropriately making a skilled and honest accessment. ** again to the older gentlemans knowledge , skill and judgement, he was the very reason this fair trade happened and I cannot thank him enough! Ill be doing business with Bernie & Phyls someday in the future.
Better Business Bureau:

I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.

Regards,

*********************
Initial Complaint
Date:02/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called for my leather recliner that when I reclined it it fell all the way back all the wooden shaving were there. Call bernie and phyls corporate office spoke to ******* she said no one can come put for 2 weeks. I waited 2 weeks with a broken recliner the man came today said that he couldn't fix it today. And didn't know when. He just left and left me with a broken recliner in my kitchen all separated. I want my money back for a full refund or a exchange. They treated me poorly her name was ******* and also the the store manager at bernie and phyls.
Customer Answer
Date: 02/19/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 03/28/2024
Service Procedures:
Bernie and Phyl's reserves the right to inspect the damaged merchandise in the customer's home, the right to service in your home, in our warehouse or at the factory, the right to repair. We do not service merchandise sight unseen. Your recliner had a broken frame and our tech needed time to fix it in the home, the frame has been repaired and is up to the manufactures standards, repair has been completed. All manufacturers warranties are against defects in manufacture under normal usage.
Customer Answer
Date: 03/29/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*********
Initial Complaint
Date:02/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered furniture in August ******************************* September 2023. After much aggravation the defective furniture was removed from my home and I was able to reorder furniture. I ordered new furniture in October 2023 ,spent a lot more money thinking I was going to get a better quality living set. The new set arrived in November ******************************************** November 2023 and that arrived in December 2023. By January ***** both the chairs were defective. I called Bernie and **** and explained the problem they told me there was nothing they could. A technician was sent to my home and I was told the problem was with the chair cushion and that it could be fixed. I explained that I only had the one chair for 2 months and the other for 1 month and that chairs should not have failed. I said I fix not want the repair and that I had not faith in the items I purchased and wanted a total refund To me defective is defective and I received two different defective items at two different times. Not acceptable. And now Bernie and Phils is fighting with me and will only provide me with the fix. Im not happy defective is defective how can I trust that the issues will not continue to happen. I want a total refund as I have no confidence in the items I purchased. Also the replacement parts that are being offered will take 12 weeks to arrive!!! Bernie and Phils offer quality comfort and price let me tell you the quality is awful the price was way too much and the furniture is very uncomfortable as two chairs have defective cushions and you cant sit in them There is no way that brand new furniture should fail after only 2 months. Totally unacceptable. I do not the repair I want a total refund. Please help. A lot more has happened but I do not have enough space to type everything Thank you *************************
Customer Answer
Date: 02/17/2024
I have not heard from the business in response to my complaint.
Business Response
Date: 03/28/2024
I am sorry for any trouble, the warranty if for parts if there is any issues. Attaching our information on the Service. We have ordered new cores and will be in touch once they are available.
Special Order Merchandise
Special order merchandise (merchandise ordered with a customization such as fabric or finish) is not returnable once it has been delivered.
Manufacturers' Warranties

Warranty coverage varies by manufacturer. Coverage includes repair of defective parts and protects against defects in material and workmanship. Warranty coverage is available only to the original purchasers of the furniture.
Warranty coverage does not include:
loss of use or time, inconvenience, money or travel while parts are in the process of replacement or repair is in progress;
fading or discoloration from exposure to elements including sun exposure, and excessive chemical, temperature, or humidity exposure;
pilling, shrinking, colorfastness, commercial dye lot variation, or wrinkling and is not valid where there is evidence of heavy soiling;
inconsistencies in wood or wood veneer grain, color, patterns and texture; smalls knots, pits, checks, streaks, and sap deposits.
Variations in wood and wood veneer products are considered normal and therefore not warranted. Warranties do not apply to furniture or mattresses that have been subject to abuse, abnormal use, or improper care. They do not apply to rental, business, commercial, institutional or other non-residential uses. Warranty coverage also does not apply to merchandise purchased on clearance. Under no circumstances will Bernie & Phyls be liable for indirect or incidental damages, and our responsibility will not exceed the original purchase price of the product.
Service Policy
We want your buying experience at Bernie and Phyl's to be a pleasant one. We honor all manufacturers' warranties on the products we sell. Warranty information is available in all stores and our ************************ is open 5 days a week to assist you in any way. You must have your receipt to qualify for service.
We will provide "in home" service on any warrantied merchandise, provided that your home is within 85 miles of our nearest store location. We will provide "in home" service on ********* and Marthas Vineyard and in the Lakes Region in ************* as well. If you live more than 85 miles away from our nearest store, it is your responsibility to return the defective merchandise to one of our store locations and then pick it up once it has been serviced.
Service ************************* claims regarding visual damage on a new furniture purchase, must be called into our ************************ within five (5) working days of the date of delivery.
Bernie and ****'s reserves the right to inspect the damaged merchandise in the customer's home, the right to service in your home, in our warehouse or at the factory, the right to repair. All manufacturers warranties are against defects in manufacture under normal usage. Commercial use of the furniture will void all warranties. All service will be scheduled by our ************************.
Customer Answer
Date: 03/28/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******
I was never told that the items were a special order and therefore never told they were not returnable. Long and short of it I received defective items !!The fix is not working for me as I had the items for one month and still waiting for the repair Too long of a wait ( over 6 weeks now) and I have no confidence in the items I purchased why are the items defective after only one month not acceptable!!! Do they not care about a customer experience do they also have no confidence in the item they are selling one month!! Most businesses offer refunds up to 60 or even **************************************************************** pets that they are defective Again defective after one month and un returnable not good!!!Special order??? Ridiculous!!! I want a full refund!!!
*************************;

Business Response
Date: 04/02/2024
I am sorry you feel that way, a refund is not an opinion.
Customer Answer
Date: 04/05/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*******
I am not happy with the response as it is not a response It is just hiding from the truth hiding behind a bunch of words (policy) that mean nothing I need to have this issue addressed and resolved I am merely asking for a refund on defective furniture and yes it is defective I had only had the two chairs in my home for less than 1 month!! Yes 1 month!!! That is defective Bernie and ***** can hide behind their polices but clearly they are not working Im sorry but defective is defective and should entitle me to a refund That is all Im asking!!! Im still waiting for the replacement parts for the defective items its been approximately 21/2 months now and why is that acceptable well its not!!! And the defective items are getting worse!!! This has gone on too long no more empty words and policies just issue me a refund that is all I want If the furniture I purchased for a lot of money is defective after only one month so how can it be trusted and how can I trust Bernie and Phils well I cannot please just issue the refund Enough is enough!!!! I need this resolved immediately!!! Please BBB help me!!!
*********************
Initial Complaint
Date:01/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a mattress and bed set at *********************************************** in ******, **, to be delivered on October 20th. Upon installation, it was recognized that an electrical component of the headboard was not operable. I had reached out that afternoon, at which a technician was dispatched for the following day, confirming the defective part. Said part was ordered, with no timeframe given. Approximately two weeks later (November 3-4), I called to inquire about the part. I was told it would be in stock in the last week of December. Though, I can opt for a replacement headboard, as that will be in stock at the end of November. As that was sooner, I accepted. With no word back from B&P, I called in early December, to hear that the headboard promised for late November will now be arriving (estimated) early February, ****. Frustrated, I relegated to accept the electrical component for the headboard, again confirming shipment for the last week in December 2023. Hearing no response yet again, I called customer service in early January, only to hear that there is still no ETA on the part once promised for late December. At this time, its been nearly 3 months with a non-functioning piece of a bedroom set. Speaking with **** of the management team today, she informed me that she will address the issue and find some resolve in this and reach back out to me. Having heard this nearly a half dozen times over the past several months, this information seems fleeting. Upon spending nearly $6,000 on said products, the misinformation and lack of care and follow-up is unprofessional and disrespectful, and I would hope to see some resolve in this as soon as possible.
Business Response
Date: 01/12/2024
My apologies for the trouble, we as a retailer are at the mercy of the vendors arrival times with their production windows whether that be a part request and or a replacement. We have requested a rush order on the replacement along with the part. As soon as we have the merchandise you will get a call to schedule, once we have the merchandise available a contact call will be placed directly to your home number on account.

Best,
Bernie and Phyl's Furniture
Initial Complaint
Date:12/21/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a sofa at **** after tax, delivery and warranty. In months it broke, warranty covered replacement. It broke again . I called July 2023 requesting eval. August in person eval for repair then no one ever followed up to schedule repair. I moved December and had town trash broken sofa as I wasnt paying to move broken sofa to new home. Company promised replacement credit now will not honor because piece was disposed, despite having record and photos of damage they never repaired. It is bad business to have promised me credit for replacement then reneg as they want the item back which I explain has been disposed when asking and being a credit. At bare minimum they should refund me for warranty but they refuse to do anything as I no longer have the broken couch I waited months for them to schedule repair on.
Business Response
Date: 01/12/2024
*************: if you are reselecting into something else: the issued product; is returned, that is the policy. Upon the return of your original purchase, you will receive a credit in the amount of the original purchase price (less delivery and fabric protection charges) to reselect into something else in the stores. Reference: www.bernieandphyl'swarranty/reselectionpolicy.com My apology that the piece was thrown out by yourself. Unfortunately without the merchandise: a credit is not issued.

Best,
Bernie and Phyl's Furniture.
Initial Complaint
Date:12/13/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Couch was delivered on 8/19/23, one week 8/26/23 later we notified sales rep via email with pictures that the seat cushions were looking lumpy. ***** rep apologized and asked I call the service department. I called the service number 8/29/23 explained issue and that I had sent pictures to *******. Woman on the phone told me they would simply order new seat cushions and they would arrive 3/4 weeks. 10/20/23 I call again asking where the cushions are and telling her now the ottoman has the same issue. The woman says she doesn't see an order, but will rush the replacement order and include the ottoman. 12/13/23 I call and for the third time I'm told there's no record and they will send a service tech instead of replacing. When I say I want to speak to a manager a rude woman calls back and implies I'm lying about having ever called and wants names of people (phone records are attached showing I called). Says they would never send out cushions without a tech evaluating. When I tell her a tech is an unacceptable resolution to 3 months of waiting and broken promises, she tells me of well there's no refunds on special orders. I want this couch removed from my house and a refund
Business Response
Date: 01/12/2024
I am sorry to hear of any trouble, with all due respect, the merchandise is under warranty: Special Order merchandise cannot be cancelled for a refund and cannot be returned unless the merchandise is deemed defective by our ************************* All Special Orders require a 20% deposit before we will order your merchandise from the manufacturer. This 20% deposit is not refundable. All special orders must be paid in full.
Service ************************** claims regarding visual damage on a new furniture purchase, must be called into our ************************ within five (5) working days of the date of delivery.
Bernie and ****'s reserves the right to inspect the damaged merchandise in the customer's home, the right to service in your home, in our warehouse or at the factory, the right to repair, at the discretion of our ************************* All manufacturers warranties are against defects in manufacture under normal usage.

Please reach out to our customer care department and we will be glad to help you.

Best,
Bernie and Phyl's Furniture
Initial Complaint
Date:11/08/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased couches on July 14 of 2023. It is now November 8 2023 and have received one couch and coffee table. I was guaranteed delivery between 6-8 weeks it has been way over 8 weeks. I originally purchased couches and when delivered they didnt fit. The dining table set was delivered. So I ordered another set of Couches that were the right size and this was on July 14. I have spent over $8000 on furniture and dont have my complete furniture. I have pushed the issue with the furniture store and I was told was that I was being Refunded a delivery fee(which by the way I paid twice since I ordered couches for a second time) I have now been told the furniture is being delivered to the Bernie and Phyls warehouse on November 14 meaning I still dont Have a delivery date because it hasnt arrived. I am 72, my husband is 75 is having knee replacement surgery, and my mother is 93 and we have nowhere to sit. I have also expressed this and how urgent it was we receive these couches. They have expressed they can no longer help me after refunding the delivery fee so I would just like the furniture to be picked up so I can go by couches elsewhere. This is horrible business. The gentlemen who also sold me the furniture ignore my calls and never responds to my messages.
Business Response
Date: 11/15/2023
My sincere apology for the trouble, delayed merchandise is extremely frustrating. I do see a return is scheduled for pick up on Tuesday 11/21/23.
Customer Answer
Date: 11/15/2023
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[I am not satisfied with this decision because it was something that had to be done because no one was responding from the BBB or management at Bernie and Phyls. I called and asked for pick up because nothing was being done about this situation and I refused to spend any more money there. They said they would also give a gift certificate to spend on something in the store but its a risk that Im not willing to take given the circumstances.

Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

FAQ

Regards,
*****

Business Response
Date: 01/12/2024
I am sorry you feel that way.

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Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Complaint statuses

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

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