Bernie & Phyl's Furniture — Local services in South Portland

We sent this feedback to their customer service and have not received any response in 2 weeks, so I will leave it here so everyone knows of the experience.

"My wife and I bought this sectional couch in October. We were told that it was in stock at the warehouse and could be delivered in a week or so. This was an important part of our buying decision. We ended up waiting almost two months for it to show up. We feel like we were lied to about the deliver date to get us to buy the sofa. And to add to the issue, the service manager at the South Portland store (Dan Carcamo) had zero interest in helping us. Then, when the couch FINALLY showed up, it was THE WRONG CONFIGURATION. The long side was opposite to what we ordered. And it showed up with one section having NO LEGS. We were given the option to refuse the delivery or put the couch on the floor without legs and wait for the legs to be delivered "on the next truck from the manufacturer." We had already waited two months for the couch so decided to keep it (even though it was the wrong configuration) and wait for the legs. I called your customer service multiple times and got the run around. FINALLY someone who cared about the fact that we were 3-months from our purchase date and STILL sitting on a legless couch. Stephanie thought to ask the warehouse is they had parts - and they did. On 2/14 - almost 4 MONTHS after we bought the couch, your excellent tech Lou showed up to install the legs. We love the couch but are THOROUGHLY disappointed with the entire process (except for Stephanie and Lou). I will be posting the details of our experience for other potential customers to see. And we will most likely not be buying from your company again."

All they needed to do was reply and apologize - but they couldn't even be bothered to do that. We won't...

I purchased a sectional less than two years ago. After it was setup and the delivery team left I noticed one of the recliners was defective. I went back to purchase another piece and while paying for it I told the managers about the recliner. He told me he would send out a new one with my other order. He was very good to work with. Fast forward. One recliner has a broken frame and another has a worn out motor and anothe recliner has some staining on the leather. I purchased the protection plan and called for service on November 12th. They said they couldn't get to me until today December 3. I was told that they would be here by 9am. When they didn't show I called them and they told me that there was a miscommunication and that they would be here between 11am-2pm. I called them at 3:10 pm and expressed my frustration as I ended up taking the whole day off of work. I was then put on hold as and when she returned she told me that there must have been a glitch as it was only in her system but not the technicians. I didn't buy that as just a few hours early on my previous call to them they said everything was set for today. I believe they didn't want to fix 3 pieces of the sectional. They offered to reschedule after the holidays. I said no thank you as we have waited nearly a month already and I wasn't going to miss more work. I was hoping they sold me a quality sectional but this one isn't even as good as the one I purchased from Bob's. Bobs actually lasted much longer but I wanted leather or I would have kept it.

The customer service department dropped the ball here and they need to make it right, but I won't...

John was very knowledgeable and helpful, not to mention patient! We picked out furniture for 2 living rooms and I was very undecided. He explained their return policy snd I had 7 days from my delivery to change my mind for a full refund. Not a credit! A refund!

*our sectional was delivered March 27th. The delivery team were amazing! As of yesterday, April 6th, one of the recliners broke. It dug into my brand new floor! We are 56 and 58 years old. My grandson had visited this past Saturday and sat with me a total of 15 minutes on the new furniture. My husband came home from work sat to watch the news then after dinner reclined and it went sideways. I called today and it would be 4/30 before a technician could come. We could return for a refund, then what? We waited since the beginning of February for this set. We have another sofa and recliner on order for our other living room. The woman I spoke to couldn’t have been nicer! She did everything she could to expedite this. She found an appointment for next week but also could order the new piece at the same time. It’s very upsetting! We didn’t go to a discount furniture company but feel like it’s just that. Who’s going to pay for the damage to our floor? We bought a leather sofa, loveseat, chair and ottoman in 2003 for $1,995 and it was still in good solid condition. We passed it down to our son. Now we barely made it...