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 # ***
Regards,
*** ***

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

The *** *** account is a line of credit as opposed to a closed term loanThe terms are set forth by *** *** and are specified in the paperwork signed when signing for the finance accountIn addition the monthly statement sent out from *** *** 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 satisfy my issues and/or concerns in reference to complaint #***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,
*** ***

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.
I do understand that you have guidelines you need to followI have had numerous miscommunications and issues when it comes to customer service giving me incorrect information regarding issues with my mattress, so I would expect no less when it comes to the furniture Both my mother and I on separate occasions were promised we would NOT have to go thru the trouble of having a technician come out again as we were talked into giving the furniture more shot and if we had any further troubles we would receive a store credit and they would come get the set...NO questions asked They knew we were extremely upset with the furniture but still convinced us to try one more replacement You are not following through with what separate representatives told myself or my momThe first replacement was the couch where I received a pretty bad open wound from The second replacement was when someone sat in the recliner for the first time after a tech came out and repaired it and fell backwards out of it because the entire back broke off When the tech came to take the couch, I made him test out the reclining portion to show him how hard it was to close and he said it seemed like a defect This is what is happening yet again It is not right or fairThis is NOT the quality of furniture I want in my home with small children and a disabled parent It is poorly made and I want my money back so I can get replacement furniture like we were promised We should not have to wait nearly another month to have someone inspect the furniture I've read numerous complaints on consumer warning websites this is a tactic used so you don't have to provide a replacement or honour the warranty If your customer service representatives do not have the authority to advise customers we can obtain a refund, with no problems (after all the previously documented issues) they should not be handling these types of issues Her name was *** when I spoke with the main numberOn 9/15/My mom spoke to someone directly I the Saugus store prior to my call to the main number
Regards,
*** ***

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

The refund has been processed back to the ***

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 # ***
We did have a technician out to the home who did note wear in the
cushionsIf only one seat of the sofa is used that seat will break in while the other unused seats will not break inThe technician also noted claw marks on one arm and a strong cat urine odor in the sofaThe sofa is not elegible for return. For some reason I cannot respond to the complaint I pointed out the slight scratch marks to the tech and the odor was my year old son who had an accident on the sofa Which by the way was covered by the extended warranty I paid for It had nothing to do with the sagging cushions or all the bubble marks on the arms of the sofa. Thank you. *** *** *** ***
*** ** *** PS the sofa has no legs so my cats certainly could not get under the sofa!
Regards,
***/*** ***

The customer signed for RAC Acceptance financingThere is a contract signed with RAC AcceptanceAny concerns with the payments need to be addressed with RAC AcceptanceThey can be reached at ***

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 *** to schedule the pick up

We did send a technician out to the customers home, however the technician found multiple accumulations of damage across both the sofa and loveseat with damage from pet clawsMultiple accumulation of damage is not covered by the warrantyThis information is stated in the warranty. A
refund check was mailed out on May 21st for the cost of the warranty

We have reached out and are just waiting to hear back to go over the situation

On November 4, 2017, Bernie & Phyl's promised in writing to send a gift card for all of the trouble I had gone through after the purchase of a $3,000+ platform bed and mattressI have followwith Bernie & Phyl's via email and phone many timesAs of December 29, they have not fulfilled their written promise and one of their executives, *** ***, told me by phone that they would not fulfill their written promiseIt's very surprising and disappointing that a local, family-owned business does not fulfill their written promises and treats their customers this way.Desired Outcome: Fulfillment of written promise -- two ***.com gift certificates or general gift certificate (like ***/***/*** *** - not Bernie & Phyl's)

Mattress are only returnable under the terms of our Comfort Exchange Policy, given to the customer at the time of purchaseThe receipt does list this information in the itemized section, directly below the mattressAdditionally this information is also given on that folder previously mentionedA
complete list of "Terms & Conditions" is listed on the backIn the section marked "Return Policy" the day return period is listed as well as "Mattresses can only be returned under the terms of our Comfort Exchange Policy between and days of deliveryDisposal fees and re-delivery charges will apply." All of this was provided at the point of sale, days prior to deliveryAs a one time courtesy we ar willing to allow a comfort exchange and waive the disposal and re-delivery fees. Attached is a copy of the customer's signed receipt that states Not Returnable and Comfort Exchange Policy Given

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 # ***
Regards,
*** ***

We have continually offered the gift card, however the customer does not want the gift card offeredShe is looking for a **, *** or *** gift card four times the amount that was offeredShe was offered a Bernie and Phyl's gift card and did not want thatSo we offered a ***.com gift cardAs soon as she lets us know which of those gift cards she would like we will send that out**, *** or *** is not an option

We apologize for any troubleThe spa certificate is a voucher that is mailed out and then the customer can go online to redeem that voucherThe voucher has been sent outNot sure if it was lost in the mail or discarded as junk mail in errorHowever we have had the fulfillment center contact the
customer to give the information and how that is redeemedBecause we have had difficulty having the vendor to send out the pillows, so we offered to send them out to her from our stockWe offered to deliver them out to her, she can pick them up at any of our store locations or *** them outWe will *** the pillows out to the customer's home

I apologize for the troubleThis is a *** setThe benefit to *** is it's resistance to staining and it's cleanabilityI apologize that our technician was unable to remove the stainHowever I have contacted *** directly to have a representative from the manufacturer remove the
stain for usYou will hear from someone shortly to set that up with you.Thank you very much

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.
[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 matter. We 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 actions. If 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,
*** ***

The chairs are outside of the return periodThere is no manufacturer defect with the chairsThe bleeding is coming from the pillows placed on the chairs not from the chairs