Berk's Furniture and Mattress — Local services in Hackettstown

Absolutely horrible customer service skills. We ordered a sectional and sofa with chair & a half June 2nd and were quoted 3-4 weeks. Our sofa and chair & a half came in within that time frame. I was told it would be a week later for the sectional. I had to call to schedule the delivery for our sofa as they were trying to hold off for one delivery. After the sofa being delivered I called for an update on our sectional and was told another week, it got pushed back by a week 3x.. by now we were in week 9 for our sectional. I had again contacted them for a date and was told the earliest it would manufactured would be beginning of October so we wouldn’t have it until middle to end of October, that is a 20 week wait for what was supposed to be 3-4. I fully understand delays with COVID but every time I was given an update was because I called for it. No one stayed on top of it from Berk’s or called with an update. I asked to speak with the manager (Amy) about what could be done. Rather then her calling herself, she had the manufacturer call me who gave me the same run down that Berk’s was, everything was delayed. I called Berk’s (again) to see what options there were and was told we could look at 3 floor pieces. When we went in to look at these, Amy was no where to be found and not all employees were wearing masks. None of the floor pieces worked with our space so we asked what would be the next steps for a refund as we found a store that had sectionals in stock and we had been waiting months. The sales woman came out and said we would only be getting partial money back, less than what we should have been. I called back to speak with Amy when I had my numbers in front of me and she belittled me on the phone, laughed at me, cut me off repeatedly when I was trying to talk, started to raise her voice, and literally had zero customer service skills. She refused to give us a full refund for the sectional order and started adding in fees that we were never told about. I told her I was going to call the bank and dispute a charge if she was unwilling to work with us and she just said go ahead. She then emailed me that night trying to blame her lack of customer service skills and rude behaviors on receiving bad news that day. Giving her the benefit of the doubt, which proved to be a mistake again, we tried to let her settle it and give us our refund however she wasn’t satisfied with my reaction to her receiving bad news and said to dispute it with our bank. We finally got our money back thanks to our bank but for someone who was spending almost $4k in their store you would think there would have been far better customer service and that they’d want to keep the sale and their customers happy and safe & healthy (lack of wearing masks when they’re state mandated due to COVID).

Amy belittled me, talked down to me, and refused a refund for items that were never even manufactured. She’ll probably respond to this trying to argue like she has with the other bad reviews. Do yourself a favor and avoid this store, you’ll save yourself...

Janet is customer service is absolutely amazing! She is an absolute gem the best sales rep there. The only reason I would ever considering going back. Janet is not the reason for this review. It is solely the business owners (Amy) and how they operate. I just want to make that clear. Because in the response they choose to blame Janet which is entirely incorrect as well and the manufactures. This is due to my couch being in NC for 3 plus weeks and berks has done nothing to try and retrieve it.

That being said though ownership is absolutely horrendous. I was originally order my couch in September quoted 6 months my couch would be delivered. Since December every time I have called I was being told my couch was up next in production. Which is totally understandable because you know (COVID). It is now May and my couch is currently fully manufactured sitting in a warehouse being delivered for 3 weeks and does not look like it will be released anytime soon. Berks has done nothing to speed up this process or get the couch to me faster.

They care more about there bottom line then the customer. Even though the furniture business is booming, they're rather keep more in their pockets then expedient shipping to customer how have been waiting over 8 plus months to get there furniture. I asked to speak with the owner and the sales girl said she would call me back after her meeting. It's been over 3 weeks and I am still waiting for this call. Berks give you the same excuse they can only do so much but my couches but the owner do nothing to expedite it.

Unfortunately I had no choice but to purchase my couch from berks, since my original couch was from there as well. Which was also another horrendous experience. I would stay far away from berks there are not worth the prices. It still still expensive and the owner does not appreciate the business and lacks the basic customer...

We learned about Berk’s Furniture & Mattress Outlet store last year while walking around town during their town fair. Walked in and browsed around. We found their prices to be very reasonable but we were not ready to buy. We got one of their business cards. This year we decided to replace our couch and loveseat. Went to another furniture store nearby to checkout their selection and prices. Went to Berk’s. Spoke to Kristina (with a K…Italian, not Polish😊) Told her the measurements of the couch and loveseat we wanted. She showed us some selections for us to sit on to try. She informed us of the available colors. She also suggested we visit their main store down the road for additional options and possible customization. Yes, they customize! We went there and spoke to Dave. We did not find a style to our liking. We went back to the outlet store and spoke to Kristina again. No fuss, no pressure talk from either Kristina or Dave. Both were friendly and always smiling. Their prices were much more reasonable than our nearby store. She explained the prices of the merchandise, delivery, removal of old items, and ETA. We found the style we liked, decided on the color, and we struck a deal. Stress free shopping. We left, walked around town, went to TOPO (the old post office Vietnamese restaurant) and got some boba taro tea before heading home.😁 So, if you’re shopping for some furniture check out Berk’s for comparison, get their business card for future reference, walk around town and make it a day of leisure. And if you pop in to the outlet store say hello to Kristina with...