I had a great experience a couple of years ago when purchasing a dining room table that I have been…read morepleased with, so I returned to purchase a couch after buying my first house in August 2020. I bought a sectional on September 7, 2020 to be delivered in 8-10 weeks. It was delayed from a November delivery to January 2021, and now again to March 2021. That will be 7 months. And I would not be surprised if it was delayed again. The COVID manufacturing delays are killing me so much that I ended up just buying a cheap couch from Wayfair because I was tired of having nothing to sit on in my living room. It arrived in literally 3 business days. It is taking everything in my willpower to not cancel the couch delivery altogether. I wish there was more they could do. I would recommend that anyone who wants major furniture pieces right away to not plan on B&P delivering quickly.

If I could give zero stars, I would. Our sectional (for which we purchased the protection plan)…read morefailed. That is, the center section's wood frame snapped and broke. Since we had purchased the protection plan ($265), we reached out to Bernie & Phyl's, who was able to send someone by about a week later. The service tech came out, took photos and pointed out a giant knot in the wood where it broke. He also pointed out that the electric recliner for another section was open about 3/4" (not closing flat), and that springs on the third section (chaise lounge) appeared to be raised. I told him those were not real issues, we were concerned with the collapsed, unsafe section where someone could have been hurt. He let me know we would hear from the service department "within 3-5 days." Given we were on the verge of a holiday weekend, I gave it a few extra days, and then called them. The response I got was, "Oh, yeah, well, you have multiple issues going on with the furniture, so nothing is covered." I said that is unacceptable, this is a serious flaw as pointed out by your service technician. She said, "well you never called about the other 'issues' so that voids your warranty." In our view, those were not issues at all. However, a snapped frame that could have seriously hurt someone is. I asked for a supervisor and was told to talk to Shelly. Long story short, Shelly offered, then un-offered to refund the warranty cost, stating, "well I was trying to be nice but I don't have to be! I'm done!" and hung up the phone in my face. This was after I asked her for her supervisor's name, to which she replied "Kevin {and his last name which I don't want to post here}." I got in touch with Kevin. In fact, he called me back, stating that he was confused as to why Shelly would have given me his name, as he deals with sales. However, he stated that he would get my information over to Sonia, the customer service manager, who would call me. I waited several days and did not receive a call. I filled out the online contact form, explaining the situation, and asking for Sonia to please give me a call to discuss a solution to the sofa issue, and to discuss Shelly's treatement of me. I got a form response electronically signed by Sonia that sounds very much like others' experience here. Here's her response: Hi Heather, Thank you for your email, and I am sorry for the frustration and inconvenience this situation has caused. I certainly understand how difficult it is to be without comfortable seating in your living room, and I appreciate your patience while we reviewed your concerns. I have reviewed the service findings and warranty determination. While I understand this is not the outcome you were hoping for, the damage noted on the inspection was determined to be the result of accumulated wear and damage over time. Unfortunately, conditions resulting from accumulated damage are not covered under either the manufacturer's warranty or the protection plan. I know this is disappointing, particularly given your loyalty as a customer and the investment you made in your furniture. Please know that we carefully reviewed the information available before reaching this decision, and based on the findings, we are unable to approve warranty coverage for the reported concerns. If you would like to discuss the service findings in greater detail, I would be happy to speak with you directly. Sincerely, Sonia [****] Customer Care Department Bernie & Phyl's Furniture I responded saying that yes, I would greatly appreciate a call back. That was on July 8th. Yesterday, I called the corporate office and was transferred to someone named Hannah. She listened to the whole story, said she would run it by her boss and call me back. She didn't. Today, I called the corporate office again, and spoke to someone who did/would not identify themselves by name. After 18 minutes, she said she would "see if Sonia is available to talk to you." I sat on hold a bit more, was transferred and hung up on. Assuming positive intent, I called back. Four times. Each time, I was hung up on upon pressing 3 to speak to the operator. I have spent thousands of dollars in this store. The sales team in Saugus, MA, is actually really kind and easy to work with. It is a shame that the customer service department is not willing to help customers or to treat others with dignity, as we would have been more than happy and willing to continue shopping there as we did when we purchased an entire bedroom set as well. All this to say, not only is the "warranty" misleading and full of weird loopholes, the customer service department is not a group of people looking to help others. They are straight up unkind and start the conversation with a negative attitude. Kevin (sales manager) was kind and actually said to me, "this is unfortunate. I actually side with you based on what you told me happened," but he has also disappeared from the situation. Shop in another furniture store!

I bought a queen size mattress. Later on found out a cheaper price on mattress firm website a few…read moredays later. I didn't realize there is certain restriction on price match guarantee program and the returns also required restocking fee. Sales manager David provides me another option through exchange to help me to get the better price and waved restocking fee. I would say Costco or other big store has better return policy or may have better price match policy. I would still give 5 stars because sales manager David was very helpful and also very knowledgeable.

The fakest snake oil selling sales team Ive ever met. Every single step of this experience was a…read morenightmare. We were given a dirt soaked mattress told to deal with it temporarily after no solution was in sight we decided to pick a different mattress but on delivery the drivers wouldnt take our "dirty mattress " and left the house a mess and jumped in there truck and left with our new mattress. KAT WAS THE WORST!!! She didnt take note of the disgusting mattress they first delivered. THEY ARE EVIL!!!! They didnt answer emails or calls we had to go back into the store to get there attention worst experience imaginable

Quick service. On time delivery. Very happy with quality of furniture. That's all I have to say.read more

Claudio and Tony were stellar. They were here for less than ten minutes, and they were incredibly…read morepolite and respectful. They communicated clearly with us and each other, which made what my Grammy and I assumed would be chaotic and stressful, swift and professional. Thank you Tony and Claudio! Haven't tried the mattress yet but who really cares about that anyways

So after moving into our new home we wanted to get new beds for everyone in the house. Went to…read moreseveral places for good prices and delivery options after looking at many local places I finally found the store of our dreams not only did they have everything we needed they were able to work within our budget to get the extras we wanted . The customer service is unparalleled. The products they sell are exceptional. I cannot thank the entire crew from the general manager to the sales man whom I can't thank enough. From the second I walked into the store to the final part of the delivery he was right by our side making sure he showed us the very best service he could. Thank you to the delivery staff for setting everything up and even help with removal . Moving can be very stressful but these guys made everything so seemless. I recommend this store for all your bedroom needs and WANTS

Choosing a mattress can be difficult but Felipe was helpful and informative. He was patient while…read morewe were in the store and never made us feel rushed. This store takes the stress out of buying a mattress which you can't say about the big chain stores. All the staff from the ones who answered questions over the phone to the ones who delivered the mattress were kind and professional. Need a mattress? Go down and talk with Felipe or one of the other guys in the store.

Highly satisfied, my husband and I purchased a bedroom set. I couldn't be any more joyful.read more

2nd time going there for gifts! Owner actually remembered me and got my order in before Christmas!…read moreHe'll always give you deals and tons of stuff! Took him 3 days to get my item in!

Quite well organized for a Big Lots, the shelves were stocked properly and the aisles were clear…read more It was easy enough to make my way around the store and look for a few things that I had on my little shopping list. Prices are well marked and the displays are good. I got a few things for my apartment including a shower curtain and a bath mat, plus some greeting cards for a pretty good price. Big Lots probably falls between a Dollar General and Walmart for prices. It's good, but you can possibly do better if you're willing to make effort. But for me, this was easy and convenient and A-OK.

Tisk Tisk Tisk, just as you think Big Lots might be getting their act together..... Ahhh NOPE! So…read moreafter the last review I left Big Lots started looking a little better and tidier. Not quite there but was definitely heading in the right direction. Then today just about an hour ago I was standing in line ready to cash out. Now when I say line you probably think 4 maybe 5 people tops, right??? WRONG AGAIN! There was about 9 or 10 of us waiting in line, which is completely crazy because if I counted right there are 6 registers none of which had signs saying broken! So there's an older woman whose working the register and she doing her best to go with the flow. People started getting fidgety and this guy says loudly "somebody should help the lady behind the counter, cause you're all just sitting there and starring at her do all the work? So then I'm sure you all know the fe Fi fo fum giant jerk who thinks he's like an amazing manager or something but he's completely useless, he in his most professional voice possible yells to the customer "shut up scumb bag" the man then proceeded to tell him to step outside and see who the scumb bag is. This wasn't the first time I've seen him treat homeless customers this way. He's always passing judgement or picking fights with the homeless people around here. They don't bother anyone, honestly I think it makes him feel better to pick on those who have it harder than he does. He's definitely not the type of person I would want to be running any store I owned. It just makes Big Lots look bad and look like they approve of how judgemental he is and how poorly he treats certain customers. This specific homeless man is always in the store and I always see him paying for his merchandise and being so polite to everyone. Of course the giant useless jerk didn't go outside an no one proceeded to help the poor lady! I swear everytime I come to this location things get worse and worse. It should be called "Big Lots Circus."

This company is a fraud. They did a total bait and switch when I purchased a bedroom set. The…read moretotal for the set was $1,800 and the sales person set up payment arrangements so I could pay over 4 months interest free. The payments had to come out as an EFT from a checking account and they would not accept a debit card. Every two weeks for 4 months and the purchase would be paid in full. I made a cash payment of $300 at the time, which was never noted on the receipt. They took that money to pay for delivery and take away of the old mattress. Once the 4 months were up they continued to take payments and when I called the credit company I was told I needed to pay the full amount of $5,000 which was the amount of credit I was approved for on the date of purchase. I refused to pay any additional as I never used the remainder of the credit. They tried again after I put a stop payment on my account, then tried to put a payment through the debit card they refused to use initially. I was made aware on the purchase date that if I did not pay in full over the 4 months that the interest rate would be 50%. Absolutely outrageous!! The credit company tried to negotiate over the phone to get any amount they could to fulfill the total of $5,000. I am still fighting to get the payments back and resolve this matter. DO NOT TRUST ADAMS FURNITURE OF IT'S SALES ASSOCIATES.

Lately to many furniture coming with defect and I have to go there , loose my time, to ask for…read morereplacement e pay other delivery Sorry , lost your costumer