BERNIE & PHYLS

My wife and I purchased 3 pieces of Waverly 100% Italian leather furniture at the Nashua store on 9/7/14 (order number 09074NAFMSI).  The items were delivered to our home on 9/20/14.  Shortly after receiving the furniture we noticed deep creases in both the back and seat cushions.  It seems that the leather is not stretched properly over the frame and it is causing large creases/buckling/air pockets in the leather.  We have only had the furniture for two months and it is apparent that it was made improperly and is defective.  My wife and myself are the only people in the house and it has had limited use during this time.  To look at it, a person would think it was decades old, not two months!
We did everything right when we noticed the defects in the furniture.  Numerous calls to the Nashua store (within the required time frame), TWO technicians have been to our home, and I went back to the store in person with photos of the defective furniture.  We followed all the rules and all it has gotten us is frustration and disappointment with the store and the merchandise they sell.  We are aware that this could be a manufacturing problem and feel that no one at Bernie and Phyl's cares, stands behind the products they sell, or is willing to help us in any way.  The technicians were trying to tell us that it was normal wear and tear (two month old furniture with two people living in the house?) and speaking with customer service and the manager of the Nashua store has been futile.  In so many words we were told that we are "stuck" with it and no one will help us.
All my wife and I ask for is fairness and a quality product for our hard earned money.  A store credit of our original purchase price to make another selection, or a refund would make things right.
 We would like to be shown that Bernie and Phyl's is a quality focused, trustworthy family business that cares about its customers!

First off, it was the Nashua NH Bernie and Phyls. My beef with this company is, I suppose I fell for their wonderful advertising, which boasts: We pay your sales tax; free shipping and delivery the next day. No!  Because I have an address in Mass., I had to pay the tax.  And my sofa, coffee table and end table are not being delivered until November 2nd-ish. Also, much to my surprise, I had to pay the tax and delivery costs up front - luckily for me it was pay week as I usually don't have that extra money [and it threw my budget off].  The delivery cost is $109.00, which I think is outrageous!  I learned that the reason for not getting next day delivery is because I shopped in the "bargain basement", if you will.  I guess only high-end purchases get the next day delivery treatment.  I chose this store because I bought a sofa there 20 years ago [at the Cambridge store] and just had to get rid of it now!  I thought that was impressive. I have no idea of the quality yet as I have not received my products. I'm just hoping that their quality and comfort are still impressive.

Shppped many furniture stores. Found a Broyhill sofa and loveseat here which seemed good quality at a fair price. Ordered sofa and loveseat on September 27, 2012 with a friendly salesperson. Was told that the furniture would most likely arrive in 4-5 weeks. It is now nearly December and no furniture. I had scheduled a Thanksgiving dinner at my house with the assumption I would have furniture since Thanksgiving was NINE WEEKS after purchase. NO FURNITURE for my guests. Numerous calls and reassurances have occurred with no definite dates of delivery. They even blamed the delay on Hurricane Sandy. I even emailed Broyhill after the hurricane. The rep responded that they were working on it and to keep in touch with the retailer. This week will mark TEN WEEKS after purchase.
I bought Broyhill in part because this store had a "Buy American" discount incentive. Well, I guess I know now why people are not buying American.

Sales person was great, gave suggestions on room layout, measured my set so I would be happy with it when it arrived. Drivers were on time, clean, and very polite!

My experience with them was excellent, from start to finish.