Bernie & Phyl's Furniture

The amount of the reselection is $This is the cost of the pieces of the sectional ($for the [redacted] Corner sofa and $for the [redacted] Sofa) and $for the fabric protection warranty on each pieceFinancing fees are not refunded, that is money paid to RAC Acceptance for borrowing the moneyRAC Acceptance is not hired by Bernie & Phyl's FurnitureThey are a third party financing companyYour contract for paying back that money is an agreement between the customer and RAC AcceptanceIt is RAC Acceptance that prepares that contract and goes over it with the customer

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 policyThere were no enclosures in the folder they gave me except for my credit card receiptI 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 productsThis type of business practice, and concealment is highly deceptive and unethical in my opinionFor over weeks now I have tried calling the corporate office, emailing them and reaching out to management but I have been completely ignoredNOBODY 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] The fabric is poorly made and never looks cleanI also failed to mention in my letter that I have been tipped out of the chair when I was unable to shut the leg restI am deeply disappointed with these chairsThey were not inexpensive and should have looked like new for at least a year or more Regards, [redacted] ***

This order was special order merchandiseAs stated on the receipt, special order merchandise is not returnableTwo technicians were sent out to the home, both stated the issue was a comfort issue, not a defect, and offered to add fill to the back cushions to adjust the comfort levelWe will allow as a one time courtesy for the customer to return the merchandise for a refundPlease under stand going forward special order merchandise is not returnableThe customer can contact us at [redacted] to schedule the pick up

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]

We did have a technician out to the home and found accumulation of damages which is not covered by the warrantyAs a courtesy we did order the brackets as well as the legsWe had an appointment to install those parts on Wednesday 7/The customer rescheduled for Saturday 8/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 not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below [First, I would like to note that several times I have requested for the customer service manager (Sonia) if I'm not mistaken to contact meAll of my requests were ignoredI never heard from the customer service manager or any manager at Bernie & Phyl's to that matterWe agreed to have the living-room set picked up However, I am still waiting for the written confirmation from Customer service stating that they will indeed refund me the full amount minus the Tax and how long will it take Bernie & Phyl's to process the refund after the pickup is complete Again, I need them to provide me in writing that they will refund me the amount and how long will it take to process the refund without delays Should I continue to reach out to them for the written confirmation and they don't respond, then I will seek legal actionsIf I seek legal actions, then I will add the legal fees and time missing from work to to the balanceI pray that it doesn't get to that point.] 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 if Berbie and Phyls honor the conditions mentioned, such as 50% store credit of the amount disputed for reselection Regards, [redacted]

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

We do need to assess any warranty claim before making any determination how to proceedWe do have an appointment set up to have a technician out to assess the issueWe 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 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 went out to the home and found an accumulation of damages/stains on the setWhile accumulation of damages is not covered by the warranty, we have offered a reselection as a time courtesy

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 It was not a returnA return is when you are refunded back your money and allowed to purchase furniture at any storeWhat bernie and phllys did was allow to for a re selection that should have been for the same value of the first couch with sales tax includedI called several times to report issues with the couch that bernie and phylls ignored until my sons leg got cut by one of the pieces of metal that was sticking out of the foot rest as he walked byThe above does not apply to defective merchandiseUnder M.G.LC§2-314, §2-316A, by state law merchandise comes with an automatic warranty which says that the product will function normally, for its intended purpose, for a reasonable period of timeThis is the implied warranty of merchantabilityIf the product is defective at purchase, or becomes defective during the period of the implied warranty, both the seller and the manufacturer are responsible for making it rightFor defective goods, it is the buyer's option for one of the following: refund, repair or replacement under the implied warrantyIt is illegal for a merchant to sell a product "as is" in MassachusettsA store's regular return policy does not apply in the case of defective goodsI made bernie and phylls aware of the defected merchandise well within than one year time frameI would be asking that the sales tax from the original purchase be refunded as wellWhy should the buyer be responsible for poor merchandise and loose out on money Regards, [redacted] And [redacted]

The [redacted] account is a line of credit as opposed to a closed term loanThe terms are set forth by [redacted] and are specified in the paperwork signed when signing for the finance accountIn addition the monthly statement sent out from [redacted] has a section for "Minimum Payment Warning" which specifies if you only make the minimum payments how long it will take you to pay the balance as well as the estimated total you will payIt also states "If you make only the minimum payment each period, you will pay more in interest and it will take you longer to pay off your balance."

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]

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

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] [In the beginning of December I spoke with him I have also since then called the office multiple times and submitted a quote for the work from a contractor I have done everything I was asked to do there is no reason he would be reaching out again there is nothing left to talk about I was told we were bypassing the insurance since it was such a small amount and then weeks ago I was told we were still waiting on the insurance process the story is never the same with you people [redacted] has not reached out since the beginning of December it seems to me your company has no intentions of resolving this issue which will leave me no choice but to take the legal route to be refunded for you ruining my home .] Regards, [redacted]

This set was delivered on 9/3/and is under a service warrantyThis set is a reselection from a set in The warranty goes back to the orginal date of purchase in A technician was at the home on 1/6/and found softening of the foam seat coresCores will soften with useWe
have ordered the cores multiple times for the customerIf the customer would like to purchase upgraded cores we have offered to order those cores, charging the customer only the difference in price from the standard cores to the coil enhanced cores

In the picture of the folder provided, it is the 3rd paragraph under "Return Policy" or the paragraph directly above "Methods of Payment"

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 # ***Please add your rejection comments below.
Regards,
*** ***
It is not normalFabric stretching and pilling is not for new furnitureNew covers will look ok for several months then back to same problemWe have and still have many other pieces of furniture in this home with same people and same petsNone of the other pieces show issues we are complaining aboutI spent over half an hour on Saturday trying to "fluff cushions" back into shapeno way..I asked your tech when he was at house to try to fluff back into shape, he did not even attemptCushions and fabric is poor qualityI have an independent upholster looking at furniture for input