Bernie & Phyl's Furniture — Local services in Newington

It’s hard to begin with how disappointed we’ve been with our recent interactions with Bernie & Phyl’s. On a trip into the store to order a chair, we wound up not only buying the chair in a custom fabric, but also buying a dining set. A few days later we received the call that, unfortunately, the chair could actually not be ordered in the fabric we had chosen. Such a bummer, but at least we had the table to look forward to. We receive the table and notice significant damage to the tabletop. We call to report this and are told to contact the main office on Monday morning. We do this and a new table is ordered as a replacement. We take off a day from work to receive the delivery and when it arrives, the driver says, “The legs on this one are damaged, we can refuse the delivery for you.” At this point we decide that the quality of this product is absolutely unacceptable, especially due to the high price rage. I call to share my concern and am told they can schedule a pickup of the returned product. This means another time when we need to be at our house to sign for the pickup. Upon picking it up, the driver literally chucked it into the truck, off to a landfill I’m sure. As the pickup occurred on a weekend, I waited until Monday to call and ask about the refunded payment. The woman I spoke to said, “7-10 business days”. No apologies, which I would say were sorely due as we now have no table and no funds in which to shop for a new one. Fast forward to 10 days later, I call again to ask for the status of the refunded payment. After many holds, I was informed that the delivery company never notified them that the order had been picked up so it was never processed (funny since that was never mentioned as a problem when I talked with them 10 days earlier). It will now be 7-10 more business days before I can receive the refund.

Extremely disappointed. What started as a hopefully journey nearly 2 months ago has resulted in still no chair or dining set, and now, awaiting our money to begin the search again...

I haven't been furniture shopping in years, but here we are in need of a mattress and a new bedroom set. We went to the Portsmouth location of Bernie & Phyl's on a Saturday afternoon/ evening. The store used to be a Chuckie Cheese - they did a great job remodeling. The store looks and feels new both on the inside and outside. For the sake of comparison for how busy it was, the weather was bad and there was a winter storm warning ... so there were only a couple other people shopping and a good 7 - 8 salespeople gathered in the living room section just talking. We headed straight for the "sleep center", which was in the center of the store and was well marked. A salesperson specific to the mattress section greeted us and continued to help us for the next 45 minutes. She was knowledgeable, friendly, and put up with my husband's sarcastic wit. There was no pressure and she took our budget into account. I wish I remembered her name! Ultimately, we chose a favorite, but wanted to "sleep on it". (Pun intended.) We then walked over into the bedroom furniture to check out sets. Our mattress salesperson said another salesperson would be able to help us. We looked around for a good 15 minutes with no one around (not complaining!) and then Shawn came over. Unfortunately he was not knowledgeable (the few questions he answered were later determined to be wrong) and definitely felt pressured (he could only "waive" the 5% delivery fee if we ordered right then). It was like the typical used car salesman (no offense to them!). While we probably would've ultimately spent close to $5k there, we'll find the set we liked elsewhere and probably only buy the mattress there. Regardless, the store itself, the selection of products and the prices were all really good. There was a variety of styles and all price points. Good store, just...

Be careful of doing business with this company ! Customer service and their warranty policies leave a lot to be desired. We purchased a "All Leather reclining sofa for apprx. $1900. when it was delivered it was found to be missing a support leg in the middle. I said no big deal, just order me a leg and I can install it. They said No, we will just bring you a new sofa. Crazy on their part, but OK. Later this" All Leather" sofa starting showing signs of what I'll call "Leather Veneer" delaminating at the headrest area. A inspection guy came out and said yes, it is within the 1-year warranty period and they would replace it. I assumed he meant another new sofa was coming until he explained NO, that they would contact the manufacturer in China and order the rear cushion part you lean against and that would take apprx. 12 weeks or more. So now I have a peeling headrest area on what was a new sofa, looks like hell, and by the way, this home is a seasonal home for us just getting use for 5 months per year. So that said, this "All Leather" sofa is looking pretty poor well before it's warranty expired, and I have to wait while they get a part from China. The store stocks this sofa. To maintain a good relationship and provide good customer service, you would think they would either provide a new sofa or take the needed back from another one and replace mine. Today I called customer service. Spoke to Kaitlin who really seemed to care less that I had to wait for this part. I told her that I could see why this store only has a two star rating in customer service . At that point she said yes, have a nice day, and hung up on me. Last sale they will ever see from me and my family. Has True Customer Service gone by the way side? It appears so at this store. My recommendation is stay away and...