Bernie & Phyl's Furniture

Two technicians have gone out to the home and both technicians found pilling on the fabric. Pilling is normal wear in fabrics. Some fabrics may pill more than others. Pilling is just excess fibers making their way out and can be cleaned up using a sweater shaver.

We can certainly order the cushion cores for replacement under warranty. However returning the sectional is not an option at this point.

I apologize you are having trouble with your sectional. As a one time courtesy we will allow a reselection on the sectional. Please understand going forward the fabric protection warranty is a service warranty, not a replacement warranty. The warranty also states that it does not cover multiple...

accumulation of stains. While there were multiple accumulations of stains on the set we did order new replacement covers for the seat cushions. We will call to go over the details of the reselection.

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
[The complaint with the Revdex.com will remain open until we receive the letter, the living-room set is picked up and the refund is received in full.Still no explanation to why the manager refuses to contact us.  It goes to show much Bernie & Phyl's management actually care about their customers.   [redacted]]
Regards,
[redacted] & [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
 
Regards,

The furniture is years outside of the return period and no defect was found and therefore is not eligible for return.

Certainly the furniture is covered by the warranty. We do have a technician scheduled to go out to the home to assess the issues. We do need to make an assessment before making any determination on how to proceed. Once the technician has been out to the home we will follow up with the customer. I do...

see the report from the independent mattress inspectors who stated the foundation was defective and so that was replaced. The impression in the mattress is 3/4" which is a normal body impression.  Mattresses are designed to conform to the body/bodies using the mattress and will form body impressions. Impressions up to 1 1/2" are normal and to be expected. This is not a defect.

We have had 2 technicians out to assess the set. The only issue found was that the seat cushion on the chair needed to be replaced. The warranty is a service warranty not a replacement warranty. The set is special order, which as stated on the receipt is not returnable (there is a special order fee...

if cancelled prior to accepting delivery). As a one time courtesy we will allow a reselection. The special order fee will apply. This is a store credit only. We ask that the new selection be made within the next 14 days. When we deliver the new merchandise we will remove the sofa, chair and ottoman. The Commonwealth of Massachusetts does not refund sales tax after 90 days, therefore the sales tax is not refundable at this point.

I have spoken with the customer and scheduled for a replacement sofa to be delivered on Saturday 9/26. I will inspect those pieces prior to delivery.

The customer signed for RAC Acceptance financing. There is a contract signed with RAC Acceptance. Any concerns with the payments need to be addressed with RAC Acceptance. They can be reached at [redacted]

We did have a technician out to the home and found accumulation of damages which is not covered by the warranty. As a courtesy we did order the brackets as well as the legs. We had an appointment to install those parts on Wednesday 7/26. The customer rescheduled for Saturday 8/5. We can certainly...

refund the cost of the fabric protection warranty.

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
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 # [redacted]. Please add your rejection comments below. 
 
Regards,
[redacted]
It is not normal. Fabric stretching and pilling is not normal for new furniture. New covers will look ok for several months then back to same problem. We have and still have many other pieces of furniture in this home with same people and same pets. None of the other pieces show issues we are complaining about. I spent over half an hour on Saturday trying to "fluff cushions" back into shape. no way..I asked your tech when he was at house to try to fluff back into shape, he did not even attempt. Cushions and fabric is poor quality. I have an independent upholster looking at furniture for input.

The Furniture Protection Plan is a great plan that covers accident stains and damages. The protection plan, however, does not cover everyday soiling. For that we do recommend professional cleaning. For more specific information about what is or is not covered by the Furniture Protection...

Plan:[redacted]

Pilling is not a defect with fabric, but rather excess fibers making their way out of the fabric. Some fabrics are more prone to pilling. We have had 3 different technicians out to the home on 4 separate occasions for the fabric protection warranty, which covers accidental stains, rips or tears. We...

have ordered new seat covers due to stains that could not be removed, which is covered by the extended warranty. Each technician has explained that pilling is not a defect, however can be treated with a sweater shaver. This is normal maintenance.

Revdex.com:
I have reviewed the response submitted for a refund in the amount of $1840.00 by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

The spa certificate was sent out within the time frame, however was either lost in the mail or discarded in error believed to be junk mail. However we have provided the voucher number and the web address to redeem that voucher. The pillows, while yes we did have some difficulty from [redacted] getting those pillows sent out, we have offered multiple times to have the pillows sent out from our stock direct to the customer. This morning again the customer refused saying she felt she could not be sure that we would be sending the correct pillows. I have emailed a customer a picture of the pillows just prior to being boxed to be shipped out to her. While the person/s that the email was sent to did not respond, that information was forwarded to the store manager who did reach out multiple times in response to the customer.

I apologize for any trouble. The purchase was made through ANOW financing. We have made the refund to ANOW. It is ANOW that needs to issue any refund owed to you. From what I understand [redacted] with ANOW is working on getting that refund issued.

We did have a technician at the customer's home on Friday 7/17. The customer stated to the technician that the motor on the power recliner was intermittently not working. The customer did not want the technician to service the furniture, but rather wanted to select something different. The...

merchandise was purchased in February 2014 and is beyond the return period, however is covered by the service warranty. The following Monday we attempted to reach out the customer and got a voice mail, which a message was left to call back. We have spoken with the customer since and have again offered to service the furniture, however at this point is not eligible for return.