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Bernie & Phyl's Furniture complaints

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308 East Main Street
Norton, MA 02766 | Get Directions

(781) 664-1500

http://bernieandphyls.com

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Total Amount in Dispute:
$3,400.00

Total Amount Settled:
$0.00

Complaint Experience

50%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to one complaint presented to them.

However, the company failed to respond to one complaint.

Complaint Closing Statistics

2 complaints against Bernie & Phyl's Furniture closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
1	Unanswered

2 complaints against Bernie & Phyl's Furniture

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7/20/2022

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

6/24/2022

I bought a 4000 leather couch 2/21. Started to notice leather discoloration 4/22. They sent out tech and also found almost all cushions were coming apart at the seams. Warranty 12 mos they left message sorry we won't help you they know this couch should not have been sold as I found other people with the same problem with the same couch Bernie and phyls did not stand behind there product at all. Be careful when you buy from this store. Resolution Sought Offer to repair the product as it was only noticed 2mos after warranty and issues obviously started way before then.

10/27/2021

RESPONSE: Agreed to make an adjustment Amount in Dispute: $3,400.00 Amount Settled: $0.00

Customer Complaint

10/14/2021

I purchased furniture in June was told 6-8 weeks it has now been 16 weeks every time I call they keep saying 2-3 week they shouldn't take your money in full if they can't supply what they are selling Resolution Sought Stop lying or offer equivalent furniture that they can deliver on

Company Response

10/15/2021

I'm sorry for any trouble there is a world wide shortage in supplies which effects inventory. This is out of our control we need to wait for the vendors to send the pieces to us. The set is estatemened to come in at the end of Oct. Our Delivery team runs reports daily on merchandise that is scheduled to come in; once we receive the goods we will call and schedule delivery asap.

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