Bunk beds delivered on June 10 and today is July 27. Salesperson was great and delivery went as scheduled. Paid to have set up. As soon as they left I noticed a small gap in one post where the top and bottom bunks are attached. Also most of the small wood buttons that cover the screw holes were missing. Called Braintree store immediately as soon as the delivery and set up people left. They were off the clock already. Have not heard back yet. Guess I will start the follow up process ho hum.
Bernie and Phy’s has some of the worst customer service I’ve ever experienced. I had spent over $1000.00 on a mattress, box spring and sleigh bed in the Braintree store. I arranged for it all to be delivered on Saturday Oct 7. Two days before delivery I get the reminder call from them saying the delivery will be at my home Saturday between 7am & 11am. Saturday comes around, I’m up early and I’m excited knowing my new furniture is on the way. I wait and wait and wait and wait but my order never arrives. At 11:30 I called Bernie & Phyl’s asking the status of the delivery. The customer service rep who answered my call was Emily. Right off the bat her voice came across as very jaded and annoyed I was daring to calling them at that time. When I asked the status of my order and gave my address she pulled up the order then very matter of factly said that they got a call yesterday rescheduling the delivery to next Saturday. I immediately said I didn’t reschedule the delivery. Emily said in her most exasperated voice “well my system says you did.” I couldn’t believe this so again I said no I didn’t and I need this bed TODAY!! Emily then told me “we received a call from a “Mister” at 9am yesterday saying Saturday was no good it had to be delivered next Saturday the 14th.” I told her I have no husband, I have no boyfriend. The only person who has access to this phone and this number is me so someone must have mistyped a number when they got the call yesterday and rescheduled the wrong order!!! Emily then said that was “impossible because they pull everything up by address”. Now I work in call center customer service. Last time I checked nothing was impossible and no company has a totally fool proof way of keeping orders or noting calls. I was then told that all the delivery guys were gone so I wouldn’t get the bed today anyway. At this point I’m beyond infuriated. I’m being called a liar and being spoken too as if I’m child who needs to be put in their place. I was then put on hold to speak with a manager. After an excessively long hold Emily came back with a totally different tone to her voice. All of a sudden her voice is apologetic and full of concern as she asks if she can call me back in 10 minuets because they need to check if any of the delivery guys are still there. I’m guessing she and whatever manager she spoke with discovered I was right when I said I did not make the call. When my phone rang 10 minutes later I saw it was them but I hit the decline button in my haste to answer the call. I immediately hit redial and this is when I got the pleasure of speaking with Dana who sounded equally annoyed as Emily was when I originally called. I briefly told her what happened, I was waiting for a call back but hit the wrong button so that is why I was calling back to find out what was going on. Dana pulled up my account then basically told me I was wrong, I had indeed rescheduled the delivery, all of the drivers were gone and the manager couldn’t do anything about it but they would refund me the $69 delivery fee. I was spitting nails at this point. I demanded to know the name of the “mister” who called. Dana became very flippant with me when I challenged her. She said “aside of the word mister it’s not noted.” I responded saying “you don’t bother to document the names of callers in your system especially when they are calling to change thing?! Dana really didn’t like that I knew what I was talking about. I was told nope they don’t and I’ll get the bed Monday sometime. When I asked a time frame and said I was going to go to the Better Business Bureau over this. Dana became even more flippant saying “Well if you feel you have to then do that but you’ll get it sometime Monday.” I find it hard to believe that Bernie & Phyl’s wouldn’t have an order tracking system that asked people to confirm a name, order number or address before changes were made. Their customer service has shown me that Bernie & Phyl’s does not care about its customers, they only cares about money.
Order for table pads was filled correctly and delivered quickly from the vendor and it fits perfectly.
I would repeat never Shop at Bernie & Phyls ever again Braintree store, that was my first time shopping there , I purchased Mattress there I spent over 1000.00 dollars my service in writing was to set up my beds and take the old Mattressrs they didn't do either one, delivery guys dropped them off and left.
The salesman showed the mattress that was on sale, It was too soft, he then showed another and it was too low, then he showed another and it was just the right height, firmness. So Pappa Bear is very happy!!
Bernie Phyl S Furniture Stores is a US Furniture Store based in Braintree, Massachusetts. Bernie Phyl S Furniture Stores is located at 180 Wood Rd, Braintree, MA 02184, USA.
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