Bernie & Phyl's Furniture

We have the exchange in the systemAs soon as the piece is available we will call to scheduled the exchange

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 belowRegards,
*** *** Again in response to you, this has nothing to do with being outside the return windowWhen I finally talked with an *** and tried to work with her ,we would have both been happy if they sent their techs to come and try to eliminate the bleedover the years we have owned other chairs and suchthat were leather and NEVER had any issues with these products no matter what pillows and such were used.it is a defect with the material PERIOD*** ***

Revdex.com:
I have reviewed the response submitted for a refund in the amount of $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.
Regards,
*** ***

We did have a technician at the customer's home on Friday 7/The customer stated to the technician that the motor on the power recliner was intermittently not workingThe customer did not want the technician to service the furniture, but rather wanted to select something different. The
merchandise was purchased in February and is beyond the return period, however is covered by the service warrantyThe following Monday we attempted to reach out the customer and got a voice mail, which a message was left to call backWe have spoken with the customer since and have again offered to service the furniture, however at this point is not eligible for return

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 # ***
[I am rejecting this because if you look at the warranty on there website I should be able to get a new couchNo where in the warranty says that we will order parts and the customer has the put them onThe only reason they made a date for a tech to come out is because I told them I was going to take legal actions and they said "go ahead"Yes on the there was a call made to my husband phone. He rescheduled it because we work during the weekThis has been the worst service I have ever hadIf you need pictures of the couches I am willing to provide them. I feel like I paid for something and it is being advertised. ]
Regards,
*** ***

The monies were paid to ANOW and therefore that is where the refund will come fromBernie and Phyl's cannot issue a refund for ANOWYou can reach ANOW at ***

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

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

We have had technicians out to assess the setThe only issue found was that the seat cushion on the chair needed to be replacedThe warranty is a service warranty not a replacement warrantyThe 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 reselectionThe special order fee will applyThis is a store credit onlyWe ask that the new selection be made within the next daysWhen we deliver the new merchandise we will remove the sofa, chair and ottomanThe Commonwealth of Massachusetts does not refund sales tax after days, therefore the sales tax is not refundable at this point

The pick up has been completed and the refund was submitted to the finance company

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

Pilling is not a defect with fabric, but rather excess fibers making their way out of the fabricSome fabrics are more prone to pillingWe have had different technicians out to the home on separate occasions for the fabric protection warranty, which covers accidental stains, rips or tearsWe
have ordered new seat covers due to stains that could not be removed, which is covered by the extended warrantyEach technician has explained that pilling is not a defect, however can be treated with a sweater shaverThis is maintenance

Revdex.com:
I have reviewed the response submitted by the businessMy husband and I went to the store and have chosen another style of the reclyning chair and hope that this one we will have better luck. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Parts were ordered to repair the damageThis manufacturer is from overseas and therefore parts do take longerThere was an additional delayWe have agreed to pick up the sofa and loveseat and refund the customer less the sales tax (the state of Massachusetts does not refund sales tax after
days)We are just waiting on the customer to schedule the pick upOnce the merchandise has been picked up the refund will be processed back to the original method of payment

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

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.
Regards,
*** ***

We have reached out to the customer to offer a 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 # ***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,
*** ***

Two technicians have gone out to the home and both technicians found pilling on the fabricPilling is wear in fabricsSome fabrics may pill more than othersPilling is just excess fibers making their way out and can be cleaned up using a sweater shaver