Bernie & Phyl's Furniture — Attraction in Natick

Our shopping experience at Bernie & Phyl's was absolutely fine. The sales people were not pushy at all, maybe this is a covid thing? It took a bit longer to check out than I would have thought, mainly because their computer system is so slow, the poor sales rep had to use her own cell phone to look up item stock numbers... head scratcher there, but these furniture stores all have the most antiquated point of sale terminals known to man.

Where things got ugly was the delivery. We ordered a bunk bed and a dresser. The bunk bed was supposed to come the following week - which it did - but the dresser was supposed to come 3-4 weeks later. When the delivery truck rolled up, they had the bed and the dresser, which was great, but we had not cleared out the space in the room for the dresser so it became a rush to move things around (we just moved in and things were a mess).

The delivery guys seemed to have trouble bringing in the bed and scratched up our newly painted stair well, banister, and hallway walls. This was literally the first furniture we had delivered to the second floor of our house and everything was newly painted so there is no question the damage came from these guys.

To make matters worse, the delivery guys did not assemble the bed properly. We told them multiple times which side of the bed the stairs needed to go on... They DID NOT LISTEN and installed them so the bookshelf part of the stairs was up against a wall. How on earth they would have considered this to be acceptable is beyond me. Additionally, they did not attach them to the bed and left us bags of hardware. Head scratcher there. My wife and I were both home during this installation, but we didn't check the final bed until they had left - big mistake.

I call the Bernie and Phyl's support line, stay on hold for 35 minutes, get transferred to a human, then they transferred me to a busy signal. I called back and was unable to get to a person after 30 minutes. So I email our sales rep, who was extremely understanding and apologetic. She responded immediately and said she would have someone reach out to us. Nobody ever called. It took over an hour for someone to fix the bed for us. I would highly advise doing your furniture...

You know how they day that the 3rd time is the charm? It was. we were out lust looking for a reclining love seat for future purchase, not necessarily to buy yet. first two places didn't have any to view- I realize space is a problem but sometimes you just have to SEE and try the item. At the first place we were told that the dimensions for the love seat would be listed on the back of the sofa on the floor and we could then imagine what it would look like. At the second we got no help at al, not even eye contact from the one person in the area on the phone with another customer (from the conversation, it was NOT a personal one, but I worked in Retail long enough to know that you should at least acknowledge the customer). So, when we walked into Bernie & Phyl's and were immediately greeted and directed it was already a step above what we'd already experienced. The living room section was upstairs and, at first, we couldn't find any help (this was around noon on Sunday so person could have been on break or helping someone else) but did find a display of all three pieces offered in a particular model so we went looking and found someone in another section who quickly offered to help. We had easy questions which Michelle was able to answer and decided to purchase on the spot. She LISTENED to our questions and concerns and what she couldn't answer herself found out right away. So, in 3 to 5 weeks we'll have a new loveseat which will suit us. We are retired, love movies and comfort was the prime concern, as well as color. This one only comes in one color but it would fit in with the rest of our furniture.. Thank you, Michelle. No high pressure, just like buying from a friend who was concerned with our comfort in...

I met with Sam York at the Natick location last September 2021, he was exceptionally helpful, friendly and knowledgeable. We ended up on some beautiful quarter-sawn oak bedroom furniture with specialty hardware from an Amish company in Pennsylvania. The furniture arrived Saturday March 19th at 8:00am just as promised. They did give me a call one hour prior to give me a heads up. The drivers were professional and very nice however apparently it is their policy to bring the furniture just inside the house and not unbox or remove the packaging. This made it difficult to sign for the furniture without being able to inspect it first. As it turns out all the furniture was undamaged and in great shape. I wish I was made aware that they would not bring the furniture into the designated room as it was quite heavy and I had to wrestle it in place solo. If I had known I would have enlisted a friend for help. The only issue was a small MFG defect regarding the adjustable pin locations for a shelf in one of the night stands. The holes were spaced too far apart to support the internal shelf. I spoke with a service agent at B&F and she was super helpful and will arrange to send me a new nightstand. This was a $900.00 nightstand and I told her to just send me a one inch deeper shelf but apparently their relationship with the MFG is not structured that way so likely I will need to wait months for a replacement unit. Anyway B&F was a great company to work with, pricing was very good and their staff was excellent. A hidden gem as far as I am concerned, I will definitely use them to furnish the rest of my house. A little better communication regarding the delivery process would have earned...