Complaints

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

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Bernie & Phyl's Furniture has 13 locations, listed below.

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• 

  Bernie & Phyl's Furniture

  308 E Main St Norton, MA 02766-2520

  
• 

  Bernie & Phyl's Furniture

  180 Wood Rd Braintree, MA 02184-2502

  
• 

  Bernie & Phyl's Furniture

  240 New State Hwy Raynham, MA 02767-1403

  
• 

  Bernie & Phyl's Furniture

  901 Broadway Saugus, MA 01906-3208

  
• 

  Bernie & Phyl's Furniture

  20 Airport Rd Hyannis, MA 02601-1802

  

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:01/01/2023

  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.

  July of this year my wife and I purchased furniture from Bernie and Phyls Southern Motion collection. Within four weeks, the padding in the arms, on both the sofa, and the two matching recliners was gone. The company sent out two different representatives who told us that yes the padding was gone, but there was nothing we could do. I wrote a personal letter to the *** *********************, and hes never bothered to respond. I asked him if we could return the furniture, and we were willing to accept a store credit, but again he has never bothered to respond. I also contacted the manufacturer of the furniture, and was told that they could not do anything about the defect. It had to be done through the furniture company. I would like to return the furniture, and get a store credit so in the spring, my wife and I can go into the store and purchase different furniture.

  

  Business Response

  Date: 01/02/2023

  I am sorry for any trouble, the set was inspected by two *************** and found no defects with the set.  Bernie and Phyl's return period is seven days.  The delivery was in July 2022.  We do not have a buy back program.  Unless there is a manufacture's issue they are no store credits or returns on this sale.  I've attached photos of the set: vendors standards, nothing mfg wrong, NO defects.

  Customer Answer

  Date: 01/02/2023

  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. 

  [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:12/28/2022

  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.

  so i had placed order in store for sofa and chase with sale personin nov2020 and i was told to wait for *************************************************************** that time frame so went to store regarding order status where i was told my order got cancled because they didnot have the fabric color i orderd it and it was already march 2021..I was like it could been helpful if i was notified earlier but because of covid i just plced the new order without any complaint my new order took 4 months to be delivered at my home it was delivered on july 10 21 and within 1 year my sofa and ******* pillowtop got flatten and i called them to check because i had bought the insurance Finally the sofa tec guy came over on SEP 2 '2022 and he said he's going to order the replacement parts order and i will recieved order within 10 weeks but never recieved anything i went to the store regarding this situation but they backing up saying its corporation thing nothing they can do about it i have called corporation office so many times they have only 1 answer order is not ready yet its been more months like when i will get the replacement parts ?????

  

  Business Response

  Date: 01/02/2023

  I am sorry to hear of any trouble, The part is available.  Our service center has been calling to try to schedule a tech to install.  We have phone# ending in #**** as a contact number and have left you messages to call back. Please contact ************ to schedule a date to install.

  Customer Answer

  Date: 01/02/2023

  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. 

  [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,

  Ranjit

   

   

• Initial Complaint

  Date:12/01/2022

  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.

  My wife and I purchased a queen size mattress and box spring from Bernie and ****'s over a year ago. The set turned out to be defective. We went into the *******, ** store to file a claim against the 10 year warranty. We spoke to the first salesperson who directed to us to bedding department. The salesperson there said that he just sells the bedding and directed us to customer service. At customer service we were told that we needed to call corporate for help. On the phone with corporate, we were told that they would need to send someone to inspect the mattress. That individual visited us on November 28 and confirmed that both the mattress and box spring were defective. No problem with any of the above. ******************************* then called us to request the tag from the mattress that Federal Law says only to be removed by end consumer. We had removed the tag when the set was delivered and discarded it. They said that if we didn't have the tag there was nothing that they could do for us. We feel that the corporation is just looking for a way to get around dealing with a warranty issue. We are very disappointed with this denial of our claim

  Customer Answer

  Date: 12/12/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 12/16/2022

  I'm sorry for any trouble, we need ******* tags to provide the id information of  the mattress in the home. The tags indicate this information, w/o the tags there is no way to determine the mattress.

  Customer Answer

  Date: 12/21/2022

  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:11/22/2022

  Type:Sales and Advertising 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 order a sofa from bernie and phyls. I specifically told the sales rep I wanted the ***** sofa. I sat on it, he was with me when I did this. What came today was a ******** sofa. Extremely uncomfortable. I had this sofa custom made. The sales rep tells me now that the ***** sofa couldn't be custom made. When I look at my receipt it says nothing about ******** or ************** just has letters and numbers to identify this sofa. I saved for many months and I shopped for a long time for a COMFORTABLE couch. This is not it.

  

  Business Response

  Date: 12/01/2022

  I'm sorry for any trouble.  The sales rep did confirm that sofa was ordered correctly.  We ask that you come into the store do go over your order. 

• Initial Complaint

  Date:11/07/2022

  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.

  Bought a new mattress at ******************************* got bed bugs from mattress and company will not help in any way

  

  Business Response

  Date: 12/01/2022

  The consumer purchased a brand new Temper Mattress delivery was in Aug 2022, Mrs. called in Nov 2022 claiming mattress has bedbugs from delivery.

   

  The mattress is directly from the vendor packaged and did not have bedbugs when merch was delivered in Aug 2022.

• Initial Complaint

  Date:10/19/2022

  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.

  In the 4th quarter of 2020 we ordered a sectional and 4 stools from *********************************************** ****** store. The sectional took months to be delivered but stools came first. Over the course of a year we had several stools replaced under the warranty and others repaired. Ultimately in January of *********************************************************** purchasing other merchandise. At the time I was clearly told that they would NOT be coming to pick up the stools. After 10 months (during which they called frequently about spending the credit and NEVER mentioned picking up the stools) we finally found an item (coffee table) to purchase. We worked with the sales associate to schedule delivery. When I mentioned we had a store credit he brought us over to customer service desk. At the desk I paid the variance in cost due to the delivery fee and off we went. At no point EVER did anyone communicate they intended to pick up the stools. Coffee table arrives for delivery and the driver tells me the order indicates to take the stools back. I advised I was never informed of that. He called his manager who said it was fine to leave without them. The ****** store then calls to say I owe the entirety of the cost for not returning the stools. I have spoken with the store manager ****, several customer service agents and corporate. They have essentially blamed me, taken no ownership that the initial agent, the sales associate or the customer service agent ALL failed to inform me the stools would need to be returned. They have eluded to me being at fault and that I have lied about my experience 10 months ago. They then threatened me with being sent to collections for not paying.I am disgusted by the way they have handled their business and how they have spoken to me through this awful process. I tried to be forgiving through COVID with the poor customer service but clearly this is how they do business. I have spent thousands of dollars at this store and will absolutely never return.

  

  Business Response

  Date: 10/24/2022

  I'm sorry you feel this way.  With a reselection the goods need to been returned in order for you to have the funds to pick out anything else, this is our Store Policy. We do not refund funds unless the goods are returned.

  Customer Answer

  Date: 10/31/2022

  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 # ********.

  Respectfully, your response is significantly lacking.

  The store credit was applied to my account ************************************************ my home. At the time I was told store credit was my only option as you do not do refunds. As a result, this was clearly never presented to me as a return, if so, I would have had them pick the stools at that time. The stools are awful and I in no way wanted to keep them.

  The issue is your business telling me one thing initially and then forcefully (even threatening me) to comply with something entirely different. The extremely disrespectful way the customer service agent, store manager and the corporate employee spoke to me, is not acceptable. Not one person at your company (including you) is taking responsibility for the poor service. In fact I can tell you coach your employees in exactly what to say to customers in my circumstance, as the awful way I was spoken to has been consistent across all parties. Without explicitly stating it, they essentially called me a liar. In fact they communicated to me that the customer service agent 10 months ago would have "covered this in a script" but had no evidence of this and at no point acknowledged that possibly the customer service was lacking. Rather they continuously made statement that blamed me in "misunderstanding". 

  I have also reviewed your return policy, warranty and furniture protection plans and this type of circumstance is not outlined in any way. 

  I received what you are calling a reselection due to the poor quality of the initial purchase, not because I wanted to be in this circumstance. When I picked the new product I was then charged a new delivery fee for my reselection. How is that considered appropriate? I am required to spend more money due to poor quality of your initial product?

  I am asking for someone to acknowledge the way I was treated and to refund my deliver fee. Also please remove me from your mailing lists.

  Regards,

  *******

   

   

  

  Business Response

  Date: 11/07/2022

  I am so sorry to hear that your experience with our company has not met your expectations.  Customer satisfaction is our top priority, and I am truly sorry that wasn't demonstrated to you.  My deepest apologies for any inconvenience we have caused you. We wish you all the best in the future.

  Customer Answer

  Date: 11/08/2022

  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 # ********.

   

  Although I appreciate your apology you have not corrected the circumstance and have not addressed return of the secondary deliver charge. Please confirm how and when I may expect return of the delivery fee. 
  

   

  Regards,

  *******

   

   

• Initial Complaint

  Date:10/12/2022

  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.

  Hi - I have purchased all of my furniture from ***************************** for the past four to five years. I ordered a bedroom set from Bernie earlier this month (1st October) was a really bad experience. As I was placing my order, I inquired about any current promotions. The salesperson confirmed that there are none, but that if anything comes up in the next few weeks (Columbus Day or Fall Promotions), as it is a family-owned business they will take care of it. As there were other promotions available, the salesperson recommended selecting the zero-interest, five-year financing option.Even though I was prepared to pay the full amount by cash/check, I proceeded and agreed to the option as there were no promotions. On the following Monday or Tuesday, Bernie released a promotion that I was unaware of, and when I called customer service to inquire about it, they were unwilling to provide me with the promotion that had been released prior to the item's delivery. Now they claim I am NOT eligible for the promotion because I contacted them after the item was delivered. This is dishonest; had I known about this condition or been informed about it at the time of purchase, when the Columbus Day holiday was quickly approaching, I would have acted accordingly. The salesperson's response that I would receive the promotional offer was very convincing, but I was duped with an arrogant and cheap analogy. As a longtime client of Bernie and Phyls, I find this extremely disheartening and aggravating.Am writing this email just to bring this to your attention and it should not happen to any other customer. If you need any further information, please feel free to call me at ************ Am attaching the order details, fall savings promotion details and also the details of the sales person details.

  Customer Answer

  Date: 10/24/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 10/24/2022

  Our promotion sales do need to be applied at the time of purchase and to the terms and conditions of the promo period, your sale did not apply.

  Customer Answer

  Date: 10/25/2022

  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,

  *****

   

  Hi - On the day of purchase, we were not in a hurry to get the sale done on the same day. We knew about fall and Columbus day the following week, so we explicitly asked the sales person about any offers, promotions for fall/columbus day. He told he is not aware of anything at that point, but "IF THERE IS ONE STARTING NEXT WEEK, JUST CALL THE CUSTOMER SERVICE, THEY WILL TAKE CARE OF IT FOR YOU AS THIS IS A FAMILY OWNED BUSINESS AND THEY ARE VERY FAIR TO THE CUSTOMERS ON THESE KIND OF SITUATIONS"

  The above is the exact words from the sales person for us to make the purchase on the same day. When they announced the promotion the following week and when we called the tone changed. The manager of the sales person and and the sales person started giving different analogies . This is what frustrating to me, they should not have cheated us by above statement and exploited customers trust on *****'s and ******. Now that we have purchased, such a big business trying to save and fighting for $200 promotion without keeping their word is terrible.

  The sales executive should not give false information on behalf of the business. Had i known that they will not give any promotion after the purchase, i would have waited for another week to get the item which i purchased. The item which i purchased was not a rare one, it was available in plenty on their inventory, so i did not have any issues waiting also.
  

  Thanks

  *****

   

   

   

   

  

  Business Response

  Date: 10/26/2022

  I'm sorry I cannot speak on a convo that was had.  We have to go off the date of the sale and any promo's that *** apply at the time of purchase.  

  Customer Answer

  Date: 10/26/2022

  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,

  *****

   

  Hello - I was given this information by your salesperson, i trusted his words. I have nothing else to say if this is how you handle customers. I know I was taken advantage of and cheated, and I put my faith in God. The company isn't even willing to accept responsibility for their error, instead choosing to excuse. You just lost a long term customer and credibility. In order to prevent others from falling into these kinds of traps, I will offer my opinion and review.

  Thanks

• Initial Complaint

  Date:09/13/2022

  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.

  Furniture was ordered 2/14//2022. Arrived 7/13/2022, approximate date of April when ordered. Had to replace Queen ***** under warranty, paint was chipping off. When replacing ***** noticed bed foundations already showing wear. I ordered ******* and ****** foundations, received Convertible Castle brand. I would like a refund of $382.50. Ended up using foundations from old bed.

  

  Business Response

  Date: 09/21/2022

  Thank you for your inquiry.  You have a STFO King split foundations #******.  Bernie and Phyl's Furniture is a retail store we do not make the mattress or the foundations.  Bedding is non-refundable/non-returnable.  See our Warranty information on our website Bernieandphyl's.com/warranty/bedding.

  Customer Answer

  Date: 09/21/2022

  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:08/24/2022

  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.

  My hardwood floor was damaged in 2 areas during furniture delivery on 07/22/22. - 07/22/22, Spoke to Melody about damage (no followup response) - 07/26/22, Spoke to *** about damage (no followup response). - 08/01/22, Spoke to Cely from home damage ***** and she requested pictures of damaged hardwood flooring. - 08/01/22, Emailed damaged hardwood flooring pictures to Cely. - 08/05/22, Received an email from **** stating she was trying to locate a repair person. - 08/11/22, Spoke to ******* to request followup from Cely on my hardwood floor repair. -08/24/22, Still waiting for response.Date of transaction: 07/19/22 Amount paid: $1965.98 Order Number: 07192NALHYU

  Customer Answer

  Date: 09/04/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/21/2022

  Thank you for your inquiry I'm sorry for any trouble we are being advised by ******************* that they have been in contact with you, they are waiting on you to get them an estimate.  

   

  From *******************: "We were waiting on the customer to get an estimate, Mr. finally sent the estimate and I let him know that we will go ahead and send out a check for the amount of the estimate.  We were waiting on him. The customer's check has been put in the mail and he is aware."

   

  Thank you.

• Initial Complaint

  Date:07/24/2022

  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 a leather sofa and loveseat from Bernie and Phyls. Their delivery company made several damages to my home when making the delivery on June 21, 2022. I called Bernie and Phyls and was told that they would contact ******************* ************ to open a claim. Days passed and no one from the delivery company responded. So, I called Bernie and Phyls again and asked if I could speak to a manager about this. I was told that I couldnt talk to a manager and that they would call Home Delivery again. Finally, I got a voice mail from Prime instructing me to send pictures of the damages. I sent 11 photos on June 27th and received a response saying that they were on it. I didnt hear back from anyone, so I sent a follow up text on July 17 th. No response. So, I called and left another voice message on July 22nd. No one has responded. I feel Bernie and Phyls should help me with this claim as this delivery company is employed by them. I would like to be compensated for these damages but I am not getting any response from Bernie or Phyls or *******************.

  Customer Answer

  Date: 08/03/2022

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 09/21/2022

  Thank you for your inquiry: ******************* is whom you need to contact.  ******************* has advised they have been in contact with you.  Please follow up with your home damage claim to ******************* at:

  
  Office: ************
  *************************************
  www.*************

   

  Thank you