Smith Brothers of Berne Inc — Local services in Berne

Bought a Smith Brothers sofa and love seat from Chariho Furniture of Richmond RI in 08/18. Delivered to me 10/18. Everything was great until 02/19 when the sofa starting making a popping noise. Repair man came and made a "repair" though he thought there was a structural problem and his fix may not last. It didn't and in the end of 04/19 the sofa went back to Indiana for repair. Returned to me in June and still made popping noise. 0n 6/27/19 sent back to Indiana for repair and returned to me in Aug 2019.. Still made popping noise so the owner of Chariho Furniture and the Rep from Smith Brothers John Ford came to my home to investigate. The owner of Chariho tried to tell my husband and I the sound we were hearing were the moving parts of the sofa (he said like the sound you hear when you recline a recliner)My sofa and love seat are stationary. The decision was finally made the first week of September to replace my sofa .Due to my upholstery being out of stock I received my 2nd sofa on 11/9/19. Before the delivery men left I said let us sit on it and verify it doesn't make noise. It made a loud clicking noise when you sat on it and then again when you got up. I made a video and sent immediately to the furniture store and to the rep John Ford. I refused the sofa and had them bring back in the original sofa.I asked for a refund of my purchase and was told I had a lifetime warranty and that the problem with my second sofa was being fixed. In addition I was told it was probably what was wrong with the original sofa. The springs were"catching" on the foam that covers the springs and frame. Owner of Chariho also stated we needed to sit further back on the sofa seat as we were over compressing the springs. You can't make this stuff up! 2nd sofa redelivered to me on 11/23/19. Was fine for a short time until it started making a thunking noise when you sit on it. Chariho states there is nothing they can do and says I have to deal with the rep.Neither the owner of Chariho or the Rep from Smith Brothers has come to inspect this 2nd sofa. He finally reached out to me in January to tell me he sent my video to Corporate and there is a defect and they are making me sofa #3. And they can't believe they didn't have more complaints. I sent him my arm cover so that they can match the upholstery again and that was the last I heard from him. I have texted him , I have called him and no response. So I guess my next call is to my attorney. This set cost me $3300. This company does not make quality furniture. I have kept every text and have a record of my calls. Buyer Beware. Zero stars for this company and...

Please read what others have posted about this company. I ignored the reviews since I had purchased a sofa years ago and was pleased. But I just received a motorized recliner and was happy with the overall look but it is sooo stiff and rigid. My husband is so unhappy since I gave his old recliner to our church charity store. He works extremely hard and only wants a comfortable chair to relax in when he gets home. Well, it certainly is NOT this recliner. After receiving it, I contacted Smith Bros furniture and asked if they could help but they informed me that I had to go to my dealer to resolve any problems. So, I contacted Glidden Furniture store in Terre Haute , IN and they said they had spoken to Smith Bros and they suggested we just give it time. I told them how displeased my husband was with the hard cushions, that he is a small person, and that he is in his late 70's, as well as myself and that we may not have time , so the owner of Glidden's suggested I put the bottom cushion on the floor and jump up and down on it but to be careful and not fall. Really? I did it anyway cause I was desperate to try anything. Of course this did not help. I called back and reminded Glidden's how I needed help. Then the dealer said I might see if some larger friends would come and roll around to make it softer. Absurd. I said this is not the answer. So she said that they would contact Smith Bros and order a softer bottom insert but would probably cost me about $75 and then her brother would come down and fix the bottom cushion and remove some of the stuffing in the back. I said this was fine. Well I have called my dealer and she will not respond. Smith Bros will not do anything either so I have a recliner that cost me $1603 and is very uncomfortable and causes your back and posterior to feel numb after awhile. I sat in many recliners before deciding and most of the cheaper ones were more comfortable. My choice was an expensive mistake. Do your research ! I will not buy custom ordered furniture again. Nor will I care about purchasing from an American made company or a local store. This has been an extremely disappointing experience. Don't...

Approximately 12 yrs ago I purchased a sofa and two chairs from Smith Brothers and was extremely satisfied. In December of 2022 I decided to redecorate and purchased another Smith Brothers sofa. Unfortunately a few months after receiving it the sofa started squeaking. I called the store where purchased and they sent someone out and since it was under their warranty they immediately checked it found the issue and fixed it. I was told at the time it was not the springs something else was loose and just needed tightened. A few months ago(approx 2 yrs later) on the same side of the couch again squeaking when I called the store they again sent someone out this time said it would need sent back to Smith Brother's to be checked and repaired and they are not permitted to turn the sofa over to check and see what the issue is. Smith Brothers would pay for shipping to and from the store where purchased however I was not given any time frame and only told by the store that whenever they received a delivery it would be picked up and the same for returning. This could mean several months without a sofa and since I cannot transport the sofa myself I would have to pay the delivery fee of $150 each way. When I attempted to call and email Smith Brothers regarding this issue they contacted the store where I purchased and I was told both times I had to deal with the store only. I am extremely disappointed in this type of customer service since no one even looked underneath the sofa to determine what is causing the squeaking.

Update I was contacted from the store where the couch was purchased and informed that Smith Brothers would allow a technician come out to my home and relook a the couch, determine the problem and fix if possible. Unfortunately the technician was unable to determine the exact cause of the squeaking. The store contacted Smith Brothers and I was then informed that the couch would need to be returned to Smith Brothers for repair. Since I do not want to be without a couch for several weeks or months I have decided not to pursue this...