Complaints

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

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  Bernhardt Furniture Company

  1839 Morganton Blvd SW Lenoir, NC 28645-5338

• 

  Bernhardt Furniture Company

  PO Box 740 Lenoir, NC 28645-0740

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:04/17/2025

  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.

  On September 5, 2024, I began requesting replacement cushions and casing for my Bernhardt couch. Intially, there was some communication back, but then Bernhardt would go silent and not reponse. I would then create another ticket, there would be some response and then nothing. In March 2025, I was finally able to place my order and paid in full. The items came and they were not the items ordered. I called and talked to ***. A photo was sent to *** confirming the wrong fabric was used. She assured me that this was their mistake and that another order has been placed to correct that matter. Again, no communication back to me on the status of my order. Then I received an email asking to confirm what was paid for a refund. I inquired about the refund because I did not want a refund. I wanted and still want the replacement cushions. Now, after 7 months, I've been informed that they don't have the fabric in stock and are refunding my order. I still haven't gotten my refund. I want my replacement cushions and casing. Bernhardt Furniture Company has horrendous customer service. I want my replacement items and a refund.

  Customer Answer

  Date: 04/28/2025

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

  Hello Ms. **** - 

   

  I wanted to take a moment to follow-up with you regarding my complaint (#********) against Bernhardt.  To confirm, I have logged in to respond to the below message, but, unfortunately, neither of the two response options seemed to fit this situation.  In order to provide an accurate response, I wanted to let you know that (1) yes, I have heard from Bernhardt, but (2) they have not resolved the issue. For your records, I have attached the email response I received on Tuesday, April 22, 2025, from Bernhardt regarding the matter.  According to *** *******, they received the BBB letter on Monday, April 21, 2025, and a refund check was scheduled to be mailed out to me on Friday, April 25, 2025.  As of today, Monday, April 28, 2025, I have not received my refund check, which is why I do not feel as though this matter is resolved.  I will update the BBB as soon as I receive my refund.  I hope this information helps.  

   

  Have a great day. 

   

  Best,

  Susan 

   

  ***** *******-*********

  ********************************************************************

  ************

  
  

  Customer Answer

  Date: 04/30/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  Hello Ms. **** - 

   

  I hope you're having a great day.  I wanted to provide another update on my complaint (#********) against Bernhardt.  Today, April 30, 2025, I received a check from them in the amount of $394.88.  This is the full amount that I initially paid.  With that being said, I have received a full refund and consider this issue resolved.  Please let me know if you need any additional information from me. 

   

  Thank you so much for your assistance in this matter.  I'm not sure I would have received a refund otherwise.  

   

  Best,

  *****

   

  ***** M. *******-*********

  ********************************************************************

  ************

• Initial Complaint

  Date:12/30/2024

  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.

  We purchases this couch a little over 2 years ago for our Condi in *******. We do not live at this location fulltime, just occasionally. After the first 10 months, the couch was showing signs of wear. On June 8th, 2023, we contacted City Furniture to get them to come out under the warranty. They told me I had to pay $50 just to have them come out on a warranty call. This was ridiculous, so I tried to call the manufacturer. They have no phone number on their website, only an email. On June 8th, ************************************************************************************* such a short time. About a week later, June 15th, they called me and asked me to send pictures of the problem. They stated that they would get back to me. On June 24th, I emailed to get an update with no response. On July 21st I sent another email and they never responded. Here we are over a year later and I cannot get them to reply to any emails. I sent another one today, but I doubt they will reply. The couch looks terrible and needs to be replaced with something that will wear better.

  Customer Answer

  Date: 01/10/2025

  Dear BBB Representative,
  I received an email from Bernhardt on January 2nd, in which they apologized for failing to respond to my inquiries since July 2023. In that email, they requested photos of the issue, which I promptly provided. Their response indicated that they would escalate the matter to management for further review.
  Since then, I have followed up with them four times via email but have not received any response or resolution. The lack of communication and follow-through has been incredibly frustrating, and it reflects poorly on their customer service standards.
  For your reference, I have attached their initial response from January 2nd.

  
  Thank you for your assistance in addressing this matter.
  Sincerely,

  **** *****

  
  

  Business Response

  Date: 01/22/2025

  We have been in contact with Mr. ***** and City Furniture and we going to make Mr ***** a new sectional once he selects his fabric .    City furniture has agreed to allow us to deliver to them to help in the delivering to Mr. ***** residence.

   We are going to be suppling some fabric swatches for him once he request them to help him select the fabrics.

  Customer Answer

  Date: 01/22/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I spoke to ***** ***** from Bernhardt and they are going to make it right. I do appreciate the assistance.

  ****

• Initial Complaint

  Date:12/29/2024

  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.

  1. We purchased two recliners from this company through a designer. 2. After making the purchase, we needed to separately purchase battery packs to recline the chairs to avoid having to run wires across the floor.3. The battery packs never worked properly after receiving multiple shipments. We were told they were faulty after many months of trying. 4. A refund was issued for the battery packs and we were told to buy the battery packs on the internet. 5. After hooking up a brand new charged battery pack to one recliner, the chair would not recline. 6. We were told it was the motor and we would receive a new motor and would have to have it installed ourselves. 7. The problem with the chairs has been going on for almost one year and we have not received the new motor. The chair does not recline. The new motor was supposed to ship in early December. 8. The designer is frustrated. 9. The local sales representative in ******* ** has pushed this problem to us. His name is ***** ***** at ************ ********************* 10. The chairs should be covered by a warranty and yet we still have a non- functioning chair almost one year later. 11. This needs to be resolved at their expense. We, the consumer, have been inconvenienced enough.

  Business Response

  Date: 01/03/2025

  We have reached out to Ms. ******* and we are replacing the recliner that she is having issues with.

   

  Customer Answer

  Date: 01/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it with the following exception.  We have been told that the shipment of the new recliner will go to a warehouse.  We are requesting that, under the circumstances, Bernhardt Furniture make arrangements to have the chair moved from the warehouse to our home, at no cost to us.  In addition, we would like the inoperable recliner taken away at the same time. Once all of this happens, this response will be acceptable.  Thank you for your help in facilitating this matter.

• Initial Complaint

  Date:11/12/2024

  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.

  Placed an order through Earlas furniture in **** for a couch and a console. Total over 6000 Day of delivery noticed a crack on the console on the back. Was told to take delivery and that it will be fixed. Repair man was sent from Earlas who just painted over the defect. When this was pointed to Earlas was told it is just a 'scratch' and nothing more could be done.Called Bernhardt and left messages. No one responded. Submitted online contact form. No response 2 pics attached. One is after the attempt was made to paint over the defect.On the delivery paperwork wrote down that there was a crack.Poor customer service all around. A scam actually - was supposed to be 'high end'

  Business Response

  Date: 11/14/2024

  HI thank you for sending the information over to us.

  I will have my team look for the contact form and have them respond asap.

  The crack or split appears to be on the back panel which goes against the wall.  My team will check with our quality assurance to see if a back panel can be sent.  We will then contact the Bernhardt Authorized Dealer, Earla's Furniture to assist them in taking care of customer.

   

  Thank You again!

  ******** ****** | Director of Dealer Services
  Residential Casegoods | Senior Project Manager - Residential
  B E ***** A R D T  Furniture Company

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

  However, very disappointed that the retailer, Earlas, tried their best to not do the right thing. Claimed it was a scratch Painted over the defect. If the back cannot be replaced i want my my money back. And i want Earlas to pay to pick up the console.

  Customer Answer

  Date: 11/19/2024

   I am rejecting this response because:  

  Business has not replied - please reopen complaint

  
  
  
  

  Business Response

  Date: 11/19/2024

  We did reply.  I had an employee to reach out but the customer refused to speak with her.  

  I will ask *** to call again and in order to help resolve ***, ***** will need to speak and provide the information we need.   We will also reach out to ****** Furniture which is where the purchase was made for communication.

  Then we will be able to help resolve.  

  Thank You

  ******** ******

  Customer Answer

  Date: 11/19/2024

   I am rejecting this response because:
  NO one called me. That is a lie. Someone did email me but i told them that ******** had already contacted me via BBB. The purchase was NOT at ****** furniture. It was Earlas. Please get your facts right. 
  
  

  Customer Answer

  Date: 11/20/2024

   I am rejecting this response because:
  No updates so far

  should ask *** when she called me? I can present my phone records. 
  

  
  

  Customer Answer

  Date: 11/21/2024

  Will wait. They have not called yet

  Customer Answer

  Date: 11/22/2024

  No communication from furniture company or retailer. Sent emails. No response

  Will go to small claims court against retailer

• Initial Complaint

  Date:06/24/2024

  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 have been unsuccessful in having a meaningful conversation with anyone from this company since I made my warranty claim 5 months ago. After not hearing from the company, I sent an e-mail to **************** and received and automated response indicating my message had been received on May 1, 2024.I have a lifetime warranty on a push back chair purchased at ********* and registered online in 03/2009. ********* has not been much help, although the furniture manager has tried. He said this is the first time in 16 years he has had to make a warranty claim. So while Bernhardts Limited Warranty may not be used often, the part that failed on my chair was covered under the warranty. ******** sent out a furniture repair service (I believe it was Guardsman) to confirm it was the frame that failed. Under Bernhardts warranty, it states under Frames and Springs: Bernhardt warrants to you, the original retail purchaser, protection against manufacturing defects of frames and springs. This warranty applies for the lifetime of the product as long as it remains upholstered in the original fabric and is used under normal wear in normal conditions. The repair technician identified the problem and told me that the part would need to be ordered and it may take a couple of weeks after the warranty claim goes through. I have not reupholstered my chair, it has had normal use, and I am the original owner.I applied for the warranty online. After not hearing from anyone in a while, I called. I was told there are only two ladies working claims and they have thousands to go through, so that was the reason for the delay. She pulled my e-mailed submission and asked for additional photographs which I provided. I was then told May 30, 2024, Unfortunately you are out of warranty for the mechanism. Also Bernhardt no longer has replacement parts the item is 15 years old. So I then responded the same day, Your response is not clear. You state that I am out of warranty for the mechanism. Wh

  Customer Answer

  Date: 07/05/2024

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

  Still waiting patiently, but disappointed nonetheless.

  Business Response

  Date: 07/09/2024

  Good afternoon our warranty is a limited lifetime on the frame and springs of the item purchased .   The warranty for a non-electronic reclining mechanisms is for three years.  Since the claim is for a mechanism and the item was purchased in 2009 it is out of warranty .

  Customer Answer

  Date: 07/09/2024

   I am rejecting this response because: Attached is the Limited Lifetime Warranty paperwork provided at the time I purchased the chair and registered my purchase online on 03/11/2009.
  
  It states under Frames and Springs: "Bernhardt warrants to you, the original retail purchaser, protection against manufacturing defects of frames and springs. This warranty applies for the lifetime of the product as long as it remains upholstered in the original fabric and is used under normal wear in normal conditions." The frame and/or springs is what failed on the chair.
  
  No where does it state regarding the above warranty,"The warranty for a non-electronic reclining mechanisms is for three years." Proof is in the paperwork attached.
  
  I do not appreciate this American Company not honoring their warranty, and I dont appreciate the total lack of meaningful communication to their customer. What does "lifetime" mean to ********************? How do you plan to make this right? Please respond as soon as possible.
  
  
  

  Business Response

  Date: 07/22/2024

  Good morning we will be sending **************** a new mechanism to fix his recliner.  This should resolve his issues he is having with the Bernhardt recliner.

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it. I have additional questions:

  Will the replacement parts be shipped to me directly or to the furniture repair company? Who can I expect to hear from to install/make the repair? Was my information provided to them? Can you provide me with an estimated time frame of when the repair people will make it out? Thanks in advance for providing some information to me.

   

• Initial Complaint

  Date:09/30/2023

  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.

  The sofa purchased is not a usable item. No one is able to sit on the couch at all. Manufacturer nor retailer will replace.

  Customer Answer

  Date: 10/02/2023

  My sofa was purchased and within 30 days I inquired with the retailer about the sofa and the extremely poor cushions.  I traveled most of that first month and barely used the sofa.  I have been going round and round and Bernhardt replaced the cushions in April/May and those cushions were even worse.  The sofa i not something that anyone can even sit on.  I have offered to take a usage fee and just return the sofa.  I have had no success in getting anything resolved.  The retailer said the Bernhardt wouldn't honor it and the retailer also would not assist.  

  
  

  I have never had to return furniture, but this quality is atrocious. 

  Customer Answer

  Date: 10/13/2023

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

  
  

  Business Response

  Date: 10/17/2023

  Our consumer specialist will be reaching out to MS ****** to help resolve her issues with her sofa today.

• Initial Complaint

  Date:11/09/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  Within the warranty terms, I submitted attachments as requested showing each of the following: 1. Invoice/ proof of purchase 2. Tag attached to the Candace sofa 3. Several photos of the cushions that are misshapen. I was supposed to receive a return call later that day; however, subsequent calls and emails have not been answered. At this point, I don't believe Bernhardt has any plans to honor their policy.

  Business Response

  Date: 11/15/2022

  From the photos provided, the cushions look to be in good shape for that amount of time (almost 3 years).    The core, or insert, just needs to be regulated inside of the casing.  Customer probably sits on that one side more and the cover has just moved around on the core, which is normal.   This should be an easy fix.

  Customer Answer

  Date: 11/15/2022

   I am rejecting this response because:
  

  The Bernhardt warranty specifically states the following under the "Cushions" section:

  "Cushions

  The Company warrants protection against abnormal loss of resiliency of the upholstered furniture for three years.  Abnormal wear and abnormal loss of resiliency should not be confused with softening and flattening of foam and fibers, which are considered normal wear, and not defects."
  

  We have owned furniture for decades, and we flip our cushions regularly.  This is not a flat cushion that simply needs to be flipped and fluffed - it will not sit flush against the sofa back and cannot be reshaped.  It seems that Bernhardt has created a warranty system that ensures they will never have to actually handle a warranty claim.  There is quite literally no way Berhnardt can diagnose whether the cushions are "resilient" based on a picture.  Perhaps Bernhardt can direct us to a Bernhardt dealer who can evaluate the cushions instead of dismissing us outright.