Bernie & Phyl's Furniture

*** 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

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.
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 couchThey failed to mention not being credit any sales taxes not being includedThe price of the couch is and the ottoman was 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 couchSo I don’t understand why I am getting charged for a second protection plan when the reported they could transfer over the first oneThe problems with the couch have been documented be fore the one year manufactures warranty expiredI 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 entirelyIf I call the store and speak to *** she reports that I was never charged for the protection plan on the second couch because it was carried over from the first oneIf 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 was $since that purchase to this date I have paid towards that balance over a year and a halfMy Balance as of today is $fir a couch that was only $if you do the mat something does not add up. The only person who has been at all help is *** in the *** store eveyone has been not to friendly at the very least causing myself to get upsetI 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
Regards,
*** And *** ***

The customer was offered a reselection in the amount of $3473.99, which included the monies paid for the leather protection warrantyThe cost of the new sectional was $2621.18, which included the cost of the leather protection warrantyThey also purchased the ottoman on a seperate sales order for
$434.55, again including the leather protection warrantyThere was no delivery fee for delivery of these itemsThe remaining difference of $was refunded back to the customer's finance account

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 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,
*** ***

I do see the report, complete with pictures, from the technician's visit to your home on SaturdayA replacement cushion cover has been ordered for the cushion with the peelingThe scratches are consistent with scratches from pet clawsThe warranty does not cover accumulation of damage, of which
there is an accumulation of scratches on both piecesWe can refund you the cost of the warranty if it was not quite what you expected

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. Thank you for your attempt. I will be at the Westboro store on Sunday to pick out new furniture that is covered by the amount they are allowing (approx$1,770.00)
Regards,
*** ***

I apologize for the troubleI do see that we have an exchange order in the system for the customerUnfortunately we do not currently have that sofa in stockWe will contact the customer to schedule once it becomes availableThe customer was presented with other options including keeping
with a discountThe customer certainly has the option to select to something different, or even return for a refund

We continue to try to reach out to the customerI have just left a message, with my direct extension and my scheduleNeither *** or I have the estimate the customer states they haveAnd have tried to reach out to get this information

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 firmly disagree with these statements made by B and P. 1- I waited over mos for the replacement ottomanWhen I contacted the business they stated that because the furniture is located over seas here was nothing they could do regarding how long it's takingTHAT is when I questioned what I paid the extra protection fees for and that I would prefer to be reimbursedThat was granted. The technician that visited my home and assessed the couch RECOMMENDED a new couch - I agreed. I stated to B and P that I did not want to continue stuffing the cushions that I wanted to know other solutions as I was never able to enjoy this furniture from the time of purchase on- whether it be a replacement couch, something comprable to the one I purchased OR some if not all my money back for the couchAs it was paid in full.
Regards,
*** ***

I apologize we were not able to satisfy your needsI have keyed for the piece sectional to be returnedPlease call us at *** to schedule for that return.Thank you very much

Back in August parts were ordered to repair the ottoman with the ink stainWhen the parts arrived we called to schedule the install of the partsThe customer stated tehy did not want the parts, but rather wanted to be refunded the cost of the fabric protection warrantyThe cost of the
warranty was refunded on 9/14/per the customers requestTherefore there is no longer the warranty on the setThe pillow tops for the cushions were replaced on 4/19/The customer called in again on 11/13/and a technician was sent out on 11/22/The technician stated that the cores needed to be orderedWhen we called to follow up and let the customer know we had reached out to the manufacturer the customer stated they wanted a new setAt this point the set is years old and well outside of the return periodThe set is covered by warranty, the warranty is for repair, not replacement

The system that was installed for the builder was sized properly using *** *** *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 compressorSystem ran well after this was replacedA year an a half later it was then determined a refrigerant leak was detected at the indoor coil and was a manufacturer defectThis coil was replaced on 9.16.2014 under manufacturer warranty and which we did receive compensation for labor to replace coil from manufacturer or customerWe look forward to resolving this issue to the customers satisfaction

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.
All great excussesmy complaint is we told sales person what we were going to use furniture forTold her how many people and pets we haveShe sold us on the quality and durabilityAlso, explained that it was American made and was better than the import we first looked at in the storeCan sugar coat this anyway you want, we did not get what we were promisedWish I recorded the sales pitch! Had an independent upholster look at furniture last night, He said fabric is just a poor quality, also said poly filled cushions are cheap to make and he does not do that procedure in his upholstery shopWould love to see that ratings on the fabric we were sold...I have learned more about fabric in the last months than I need to know
Regards,
*** ***

Our apologiesWe had ordered parts from the manufacturer and have not received all parts inI will have a reselection keyed for the piece sectionalYou may go into any of our locations to select something newIf you select something more expensive you would be responsible for the difference
When we deliver your new selection we will remove this piece sectionalWe ask that you make your reselection within the next weeks

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 # ***
Despite claims of having done so, at no time did B&P provide me with a document called the "Comfort Exchange Policy", my salesman *** 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,
*** ***

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 had technician come out to review the damaged couch and the technician informed me that he will have to order replacement parts and that the corporate office will call me to set up a time to block a time to repair the couch with the replacement parts.He said I will receive a call within days, but I eventually had to wait almost a week for the call.Today I received a call saying that the company/ manufacturer does not have the parts and they can't repair the couch.I am completely frustrated by the companies phony policies and warranty, the couch is a real eye sore and I also had bought other furniture from there and had purchased warranty for them as well, now I am concerned that everything will break because of the poor quality and on top of that I will lose the money for my furniture protection plan ( which I think is a scam).What I am now supposed to do with the couch I can't use it anywhere in the house and I spent all the money and now I am forced to buy new furniture for no fault of mineI have been completely misled and conned into buying something that gets damaged and all the money I spent is a wasteWe recently moved to a new house and were planning to visit them to buy new furniture, but if this is the quality of furniture and customer service I get, I will definitely not step into any of their stores and would also not recommend anybody to go their stores as all they want to do is sell stuff and then give up on the customer
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 # ***
Sorry not to reply earlierI’ve had a hectic work schedule the last month.This problem has not been resolvedI’ve not heard from Bernie and Phyl’s.Please let me know what to do next.This is the worst merchant I’ve ever done business with.Thank you,
Regards,
*** ***

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

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