Bernie & Phyl's Furniture — Local services in Westborough

The store front is deceiving. This place is actually huge. They have a great selection with quality you can feel. We went on the holiday weekend so there was no shortage of sales people following us around, but they weren't so invasive that we felt harassed and stocked throughout the store like a few other places we had visited that weekend. The discounts offered were deceiving as you only got the largest discount with an insanely large purchase, where other stores we looked at offered the blanket discount for all products that weekend. The selection was great, but most items we were interested in were not offered in other colors, which ultimately led us to purchase mismatched items, because we were looking for quality, and comfort, but had to sacrifice look. The sales guy was great when we started to make our decisions and helped us confirm the features of different pieces, to help narrow our selection. I really loathed the check out process. It was later in the day, but by the time we were checkingo out, the store was still open for another hour, so it wasnt the final minutes of the operating hours. A delivery fee for an already expensive order in the thousands, seemed tacky. We felt rushed through the checkout process, and we were offered discounts on the delivery fee, but never explained or shown the discounts. Then he asked if we wanted to add the 5 year warranty, but never bothered to offer the price of the warranty, or explain that the furniture already had a 1 year warranty included until we asked all those questions. We felt as though we had to pry for any details around costs, which seemed unnecessarily deceptive. The final checkout really made us feel unwelcome, when my husband noticed the woman roll her eyes, when the sales rep brought our papers over for the payment process. Maybe she had an issue with the sales guy and not that she had to do a task for us, but it reflected very poorly on her for that display. Overall, they really seem to have great quality products compared to a few other places we looked. Just be wary of some of the staff, unnecessary fees, and ask all the questions you can think of so they hold nothing back. We have yet to receive the items, so I cannot comment on the delivery, or how well the...

90 days of broken promises resulted in the manufacturer closing down, , something that Bernie n Phys didn't have much control over, I give them that. Over the period of that 90 days I made 3 additional purchases so I understood the issue. So why the no star review. I went there on 8/8/23 to purchase a day bed and check on my order, I made the purchase and found out about the closing of the manufactory, I cried, I shopped, with no help from any sales rep to see if what I was looking at was available quickly, mind you I paid for the living room set that was ordered 100% of it. So they owed me at this point. I finally was approached by the same sales rep that had sold me the daybed 45 minutes before, her mannerism, tone and over all unprofessionalism and the fact I really really wanted the set I ordered, I was highly sensitive. So I said cancel my sofa order, she stomped away with a "fine" I stewed and went up to the customer service desk where Miss happy was sitting and said cancel everything and refund me my money... all of it. Her words "well I guess I am done here" and walked away. I am now approached by Tim one of the managers I have been dealing with over the past couple months. He said "find anything?" I said no ne has helped us I have a rude sales rep that shows up 45 minutes later I want my money back. He rolled his eyes , I get another fine and he walks away. The treatment by the staff at this location was totally unacceptable, I waited patiently for 90 days, I have a family affair happening this month and they knew I need that furniture or some furniture. They didn't care how I felt, they didn't care that I had to scramble, they just didn't care and dismissed me like I was dirt. I will never go in there again, I will NEVER recommend them to anyone. Defiantly need some customer service training! or just plan common decency. I had to give it a one star or it...

I never leave reviews, but feel the need to warn people about the quality of the set I purchased from this store. As I searched for a dining room set, I noticed every chair was wobbly. When I brought it up to the sales associate, I was assured that it was the uneven concrete floors in their building, and that the set delivered to my house would not have this issue…. The set was delivered to my house with all six chairs, being horribly uneven. When I called, they said that they would send 6 replacement chairs the following day, which all came in with the same issue just as bad. I called for the third time, and was told that they would check the chairs before shipping them out to assure that they wouldn’t have the same problem. Today I received ANOTHER replacement set that came in today even worse than what I already had. When I called, I was told my options were to try another exchange, pick out a different set and pay the difference, or get a 10% discount on the chairs, otherwise losing the warranty. To spend 1600 on a set and be offered $66 off when the entire set has wobbly chairs and defects is laughable. Obviously I don’t want to exchange the set and spend more money with this company, and can’t continue to plan by day around their 4 hour delivery window for them to show up with more broken chairs. They said this set has been reported to the manufacturer for defects, yet it was told to me in the in the store for full price and told that there would be absolutely no issues with the chairs in my home. The customer service lady basically told me too bad too sad, and had no apology at all for the situation. I recommend going elsewhere for your furniture, cause once your money is in their hands, they couldn’t care less about...