Bernie & Phyl's Furniture

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].  
 Despite claims of having done so, at no time did B&P provide me with a document called the "Comfort Exchange Policy", my salesman [redacted] never reviewed or discussed their return policy. There were no enclosures in the folder they gave me except for my credit card receipt. I have enclosed a photo of the folder which I was given and you can clearly see the print is so small it is impossible to read.  Even after closer examination with magnification there is no mention of exclusions for mattresses and related products. This type of business practice, and concealment is highly deceptive and unethical in my opinion. For over 4 weeks now I have tried calling the corporate office, emailing them and reaching out to management but I have been completely ignored. NOBODY has responded.   
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].
Regards,
[redacted]

The customer leased their mattress and adjustable base through [redacted]. The payment agreement is with [redacted]. The customer has been making payments to [redacted] and any payments still due are due to [redacted]. All inquiries regarding that account can be directed to [redacted],...

Senior Legal Counsel, [redacted] or [redacted].[redacted].

The set has heavy soiling and that is not covered under the warranty, the warranty specially states that accumulation of stains are not covered. Furthermore, the front leg was shattered and both connector brackets where bent by the customer and as a courtesy and no charge to the customer we ordered the leg and the brackets and they where [redacted]'d to the customer and we have a tech scheduled to go out to install these parts on Sat 8/5/2017.

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].  
[I have taken all of the necessary steps I provided the corporate office with a quote as requested I have called numerous times spoken with a few employees whom were mentioned in my complaint I have spoken already with the drivers of the "fleet" and they have taken pictures which I have had Bernie n Phyl's employees confirm I don't need to speak to another driver that is unnecessary this situation has gotten more and more unprofessional on every level by the day As a company you should repair and resolve issues rather than creating more issues and unhappy clients you have in now way shape or form contacted me to try to resolve this matter on hand not once not ever I have made the only contact since the beginning of December  .]
Regards,
[redacted]

We have the exchange in the system. As soon as the piece is available we will call to scheduled the exchange.

We do need to assess any warranty claim before making any determination how to proceed. We do have an appointment set up to have a technician out to assess the issue. We will follow up with the customer once the technician has been out to the home.

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].  
This action was previously denied. It was by accident that no comment was left, however this was not requested by me as it does in NO way satisfy the issues your company has created. It does not satisfy us in any way. There is no excuse whatsoever for the lack of communication, nor responsibility on your part for selling a sectional under false pretenses and then choosing to ignore a customer in multiple instances at this point. It is not just the sectional itself at this point but the utter disrespect and disgusting service we have received up to this point. We DO NOT want the cores and WILL NOT accept them. We have asked for one thing and one thing only so that we can take our service elsewhere.
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. 
When did the return window close? Also, the couch has broken before and the loveseat has a broken arm rest, the base is broken. 
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].  
  The fabric is poorly made and never looks clean. I also failed to mention in my letter that I have been tipped out of the chair when I was unable to shut the leg rest. I am deeply disappointed with these chairs. They were not inexpensive and should have looked like new for at least a year or more. 
Regards,
[redacted]

I do see the report, complete with pictures, from the technician's visit to your home on Saturday. A replacement cushion cover has been ordered for the cushion with the peeling. The scratches are consistent with scratches from pet claws. The warranty does not cover accumulation of damage, of which...

there is an accumulation of scratches on both pieces. We can refund you the cost of the warranty if it was not quite what you expected.

The system that was installed for the builder was sized properly using [redacted]. The issue was the breaker that was installed by an electrical contractor hired by the Building contractor was undersized and caused the compressor to routinely trip breaker and thus shorten the life of...

said compressor. System ran well after this was replaced. A year an a half later it was then determined a refrigerant leak was detected at the indoor coil and was a manufacturer defect. This coil was replaced on 9.16.2014 under manufacturer warranty and which we did receive compensation for labor to replace coil from manufacturer or customer. We look forward to resolving this issue to the customers satisfaction.

Sales tax is impossed by and paid to the Commonwealth of Massachusetts. Massachusetts does not refund tax beyond 90 days. Bernie and Phyl's has no authority to change that. The leather protection was refunded on the set that was returned, and then yes, recharged on the new order.

Back in August 2015 parts were ordered to repair the ottoman with the ink stain. When the parts arrived we called to schedule the install of the parts. The customer stated tehy did not want the parts, but rather wanted to be refunded the cost of the fabric protection warranty. The cost of the...

warranty was refunded on 9/14/15 per the customers request. Therefore there is no longer the warranty on the set. The pillow tops for the cushions were replaced on 4/19/17. The customer called in again on 11/13/17 and a technician was sent out on 11/22/17. The technician stated that the cores needed to be ordered. When we called to follow up and let the customer know we had reached out to the manufacturer the customer stated they wanted a new set. At this point the set is 2 years old and well outside of the return period. The set is covered by warranty, the warranty is for repair, not replacement.

[redacted] spoke with the customer on 3/14 and set up for an exchange to take place today (Sat 3/19). The exchange has been completed. We apologize for any trouble.

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. 
Originally over the phone when we spoke to an associate they reported that we would be able to get a full credit  for what we paid for the first couch. They failed to mention not being credit any sales taxes not being included. The price of the couch is 2199 and the ottoman was 369 before taxes.  I was told by the sales person that I would not have to pay for a new protection plan because they could transfer the one from the old couch to the new couch. So I don’t understand why I am getting charged for a second protection plan when the reported they could transfer over the first one. The problems with the couch have been documented be fore the one year manufactures warranty expired. I don't see any reasoning to be charged a sales tax twice as well as a protection plan twice when there is documentation that the merchandise got delivered defected and continued to be an issues through out its entirely. If I call the store and speak to [redacted] she reports that I was never charged for the protection plan on the second couch because it was carried over from the first one. If I call the corporate office they report I was indeed charged for a second protection plan.  The total for the original purchase in nov of 2014 was $3790 since that purchase to this date I have paid 1643.62 towards that balance over a year and a half. My Balance as of today is $2216. fir a couch that was only $2600 if you do the mat something does not add up.  The only person who has been at all help is [redacted] in the [redacted] store eveyone has been not to friendly at the very least  causing myself to get upset. I have bought several pieces of furniture from this store and can't believe the treatment I am receiving over furniture that was clear defected from DAY 1.
Regards,
[redacted] And [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 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]

A technician was sent out to the home and found no defect. Clean fabric is not a defect in manufacturing. We do recommend professional upholstery cleaning. When closing the footrest, one should remain seated squarely in the seat and not lean forward. If the customer feels the issue was with the mechanism rather than a center of gravity issue, we can send a technician out to assess the mechanism.

I see there has been a rebutal, however with no further comments. [redacted] does have 1 year warranty protecting against defects in manufacturing. Although this set is outside of the 1 year warranty we have ordered those cores at our cost. When the cores come in we will contact the customer to install those cores.