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.
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.
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.