Bernie & Phyl's Furniture — Attraction in Saugus

We ordered a loveseat pop up sleeper sectional with chaise on left in dove, a light grey. It came in two sections and we measured to make sure everything would fit in our basement tv room. It was delivered 5/31 at 9am. As soon as they were taking it off the truck, it looked too big to me. It was all in one piece across the back and the front chaise piece latched on. It was supposed to be sleeper love seat one piece, entire chaise one piece. The invoice was our couch and the label on the packaging matched the invoice. So the delivery men ignored me. They couldn’t fit it in so they offered to return it but I knew it was supposed to fit, (the couch we bought.) They left the couch and my husband and I tried to get it into our basement for over an hour. We removed a railing to stairs removed a shelf, damaged a step and walls, and could not get the couch in. We finally unwrapped it and it was not the right couch but had the wrong label! I called the store and the manager tried to help us. The couch was from same maker, same color, different couch and wrapped up and labeled incorrectly at the warehouse.

It is blocking our basement laundry room and exit and they cannot come switch it until Tuesday. They gave us a delivery fee refund which of course they should snd 4% back. That’s it. We paid over a thousand dollars and now have to hire someone to build a railing and repair all the damage. We do not have the time to return it and shop more… and now we have no furniture so we are taking it. But this is a joke. We would never shop there again or recommend to anyone. It is impossible to get good quality products and good customer service anywhere it seems. it is really sad. If I could rate zero I would A one is the lowest rating.

How would we know it wasn’t the right couch the invoice was correct and the piece had the correct label? How do you work with delivery in a rush to do other jobs? We pay for a massive mistake. Our basement is destroyed. They do not carry measurements or specs for sets they have in their truck? The whole experience was terrible. If something looks wrong insist they stop and demand to talk to...

Tremendous experience shopping here...I worked with Richard and found my perfect couch that is modular. I was able to buy an additional piece and the warranty that was also purchased is top notch and reasonably priced. All the guys working on the day I came in worked as a team and it was really a great experience. I will update after we use the couch for a few months to see how it holds up. This couch is very firm but in my experience too forgiving means more sagging over time. Modular pieces can also be replaced down the road should something happen.

Update January 25, 2025 received the couch this morning, but the console has an odd mark under the glass. I will reach out to the store for a replacement piece. Unfortunately, the ottoman also has a fabric defect that will also need to be returned. Not sure why the manufacturer allowed this stuff to go out. I will need to order another armless piece and perhaps another ottoman since the ottoman is not oversized. Delivery guys were great, very polite, and efficient.

It's important to note that the showroom has 7 pieces on display when in actuality it's only 6 pieces. I ordered an extra armless section thinking it would be eight pieces. I will update this review after the exchange process is completed.

Update January 27, 2025. The manufacturer has reached out and will replace the pieces in 4 to 6 weeks. Pretty seamless process. They reviewed the pictures and issued replacements.

Update update...August 19, 2025.

Furniture has held up nicely. I do swap the cushions around as often as it comes to mind. The throw pillows are useless and are difficult to fluff back to shape so they are on the floor off to the side. The built in charger in the speaker storage box charges phones ridiculously fast. We don't use the speaker, it does sound decent but certainly nothing to show off about. Its not glass but plastic on top of the storage /arm rest so cover it...

Literally, the best furniture purchasing experiencing — the nicest people. I didn’t feel hounded when I walked into the store. Shout out to Jack, who was assisting me when I came into the store the first three times to look at the same couch. Also, when I say didn’t hound me at all, did not and for that, he deserves a raise, lol. Didn’t follow me around the store, definitely gave me the space I needed but also was available when I needed help. The last time I went to the store, Jack wasn’t there but Chris assisted in all the questions I had for sofa I ended up purchasing. I want to also shout out Edward whom ultimately placed my order over the phone; and Rachel who assisted with me receiving the better discount that was available the next day after I purchased.

Delivery: I didn’t catch their names, but the two men who said delivered my sofa an hour ago were quick, efficient and professional!

Also too, I want to shout out Jack again for making me feel like I didn’t have to rush to purchase anything because there are always deals. And it turns out I got the best one. If a manager sees this, I definitely think Jack deserves to get credit for helping me the three times I came into the store prior to purchasing when he wasn’t there. I think his help was significant in my return (s/o to you Jack). Overall, great experience.

My only complaint is the pillows for my couch aren’t as thick or fluffy as the ones that were in the store. And there is a black stain on the couch (dime size).

The irony is I seen the same couch at Ashley’s, but the presentation was far more appealing. Nonetheless, I look forward to doing business with Bernie’s...