Bernie & Phyls

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Sales Associate (Saugus Store)
Posted by on
SAUGUS, MASSACHUSETTS -- I went into Bernie and Phyls furniture store to purchase a queen mattress and boxspring($599.w/TV) I wanted the special they had going, get a 32 inch TV with the purchase. Well the sales associate said the special had just ended a few days before. he did try to sell me a more expensive set($799. plus he was going to charge me an extra $200. for the TV) I really wanted the special. I do not understand why he couldn't sell me the set I wanted.

It was only two or three days that the special had ended. my family has bought furniture from this company in the past, and never had an issue before this. I am just very disappointed.

jean m. bertrand
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User Replies:
unhappy999 on 10/11/2010:
When a store or business has a sale, there is an end date. You arrived to make your purchase after the sale had ended. That's your fault not their fault. You have to pay regular price or wait until the next sale. It would not be fair if they gave you the sale price because you complained and then I went there and I could not get the sale price. Once the sale ends, its done and then its fair to everyone.
tnchuck100 on 10/11/2010:
"It was only two or three days that the special had ended."

That kind of says it all right there. End of issue.
Skye on 10/11/2010:
Of course you wanted ths special op, but the thing is, if they break the rules for you, they might as well have a special that never ends.

Sorry you missed the special, but over means over.
Obsfucation on 10/12/2010:
Skye says it all. This promotion was done in conjunction with Best Buy, who actually delivered the TV. When the promotion ended, so did the contract with BB. They have been running this promotion for months and months, there was more than enough time to cash in on it.

The TV you get is no big deal anyway, the OP didn't miss much.
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An Interesting Contrast
Posted on
BRAINTREE, MASSACHUSETTS -- I recently purchased all new living room furniture from Bernie & Phyll's, in Braintree MA. The delivery date was a month out, but I was willing to accept that because I wanted a Saturday delivery so I would be there to 'supervise'. On Friday (last) they called, apologetic, that the delivery to the warehouse had been delayed and that they could not deliver on the next day, as promised, but that they could deliver on the following Wednesday. I wasn't happy, but willing to bite my tongue.

On the following day, I received in the mail a receipt from them where they had credited back to my credit card, all the delivery charges. I thought this was kind of a class move.

The furniture arrived at 8 AM on Wednesday. I'm pleased with the furniture, but, after a few test drives, the power recliner on the chair quit. (definitely its best feature) So I get on the phone. THE CSR I reached offered to send out a tech to repair it, but that it would take a week to get one out. However, she also gave the option of having a brand new chair delivered on the first truck tomorrow morning. I took this option.

I think Ashley could take some pointers on how to turn an unhappy customer into a happy one. And now I am going to go take a test nap on the new sofa.
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User Replies:
Anonymous on 07/24/2009:
Nice! Great gesture on their part to credit back the delivery charges.
MRM on 07/24/2009:
Awesome! You could install Windows 7 on your lappy while resting on your new sofa.
Principissa on 07/24/2009:
Wow! What a class act! Good luck with the new chair, that auto recliner sounds pretty neat.
bargod on 07/24/2009:
Now that is customer service. I think a lot of places not just Ashley could learn from these guys.
jktshff1 on 07/24/2009:
vh good to see that.
Anonymous on 07/24/2009:
Prin, it's a little bit of heaven right there in my living room... and the sofa has TWO of them. And they all face the new TV. Now if the Red Sox would just stop losing, my life would be perfect.
Principissa on 07/24/2009:
Nice! We got a sectional when we moved into the new house that has 3 recliners on it. We opted to pay extra for microfiber and let me tell you I don't regret it one bit. It is very easy to clean if a drink gets spilled, damp cloth and a blow dryer, you're good to go. I have however been looking for a nice den chair for hubby while he's in there playing on his laptop, maybe I'll look into the auto recliner for him for his birthday!
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Bernie & Phyl's Complaint
Posted by on
SAUGUS, MASSACHUSETTS -- I had a complaint about non delivery of furniture from Bernie & Phyl's so I sent an e-mail to their customer service address. Although they said they would respond within 24 hours, it's been 4 days with no response! I guess they choose not to respond when the customer is right.

My complaint was that I purchased a table and chairs for my Dad who was entering assisted living. I specifically asked about availability and was assured by the sales person that delivery would be in two weeks. The day before delivery I got a call saying the chairs were backordered and they wouldn't be available for a month. I suggested that they deliver the chairs that were in their showroom but the store manager refused. Don't you think they should have known sooner that the set I paid in full for and was assured delivery of was not available? There was also no attempt to make me happy.
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User Replies:
Skye on 07/16/2007:
They don't build the furniture, and being on backorder isn't there fault. Possibly, it was in stock at the time, but the furniture was allocated to someone who bought it first, therefore, your order ended up becoming backordered.

Is this the only furniture place in your area?? Get a refund, and go elsewhere.

Why is it, everyone who does not get something right away, wants to be compensated immediately. Things happen, that's life. It doesn't necessarily mean you should get something extra or special.

You want to be made happy?? Find another place that has the furniture on hand, right there, in their warehouse.
Anonymous on 07/16/2007:
Quality, comfort and Price... that's nice! Says nothing about delivery!
Chuck777 on 07/17/2007:
Hey Skye, No where in my comment did I say I wanted to be compensated or get something extra. I just wanted the furniture that was promised to me by the salesperson. Sending the display unit would have made me happy. Does that seem unreasonable??? My anger is because that it took them 2 weeks to "discover" that the chairs were not available.
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