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I wanted to let you know of a great experience I had with three of your warehouse workers at your Saugus location (Brian, Alex and Peter), and that my positive interaction with them saved your sale.
I placed my order online on Wed, Nov 23 and, when I did so, had no idea that I would have to put my end table together myself. When I got the phone call confirming the order, the salesperson informed me that some assembly might be required, but I figured since I had paid $160 for a piece of nice furniture from a furniture store, the assembly, if any, would be minimal--that's why I bought from a furniture store. I went to the Saugus store on Monday, Nov 28, to pick it up, and Brian was there and was very helpful putting it in my car, but I knew I was in trouble as it came in a huge box.
I got it home and worked for hours trying to get the table put together. The directions said to remove the drawers but, try as I might, I could not do so. I had other people come and help me, but they could not get them out either, and assembly was not possible with the drawers in. After hours of frustration, I packed it all back up and was set to return it to the store.
I returned to the Saugus location Tuesday, Nov 29, to return the end table. Brian, Alex, and Peter were outside on their lunch break when I pulled up, and Brian recognized me. He asked why I was returning the item and I told him my frustration and that I felt I had paid too much money to have to do so much assembly myself. At that point, Alex and Brian offered to put it together for me. I accepted and they got it put together in no time (they knew the trick to get the drawers out) and I was so pleased.
I hope that they will be commended for going out of their way on their break to help a customer. And as I said before, if it wasn't for them, the store would have lost my business on this sale and any future sales. I still think you could do a better job by assembling furniture for customers, because the assumption is that when ordering from a furniture store the furniture will come assembled. I don't find putting things together with an allen wrench to be "quality," per se. I have no problem picking it up myself and doing minimal assembly (putting the feet on, etc.) but I could have ordered from an internet website and gotten the same box delivered to my house--I ordered from Bernie and Phyl's because I wanted furniture store quality and service. But thanks to Brian, Alex and Peter, I did get that service and I now have a much more pleasant view of Bernie and Phyl's and will recommend them to others.
I just want to Thank Berny and Phyl for these wonderful Peter Pan Tickets!!! What an awesome surprise to win something fun for my family. I also enjoy shopping at your store in Braintree and I look forward to shopping there for my spring renovation for my livingroom!
Hello I would like to thank the sales staff at the Warwick location for the painless and no pressure sale of my new couch. Brian and Laura are 2 people in this store that show how professional touches can and will have me and friends of mine will be more than glad to give your store thumbs up and We WILL be doing future purchases with this company again
Entered your contest at Braintree store , for Peter Pan tickets and I won. Thank you so much. I am going Tues. nite with my daughter and grandchildren. What a great surprise!! Please use this reply as advertisement if you wish to!!
I would like to praise Jen and Shannon in your Hyannis office. They both did an outstanding job trying to process my American Express gift card. The expiration date is 3/20 and according to American Express customer service your system does not except this date. If it were not for the helpful and positive attitude I would have canceled the order. They should get credit for the sale.
I wanted to write and thank you for the wonderful experience I had at your store furniture shopping this morning.
First of all...I went to your store to get the money off like I saw in the television ad. Thank you very much....I saved $200.
More importantly, I want to tell you about the wonderful salesman who worked with me. His name is Tracy and he is at the Nashua store.
Tracy was the best salesman I have ever met because when I initially asked him a question, he answered it very well and then he would walk away thus giving me a chance to discuss things with my friend. But he was still within our vicinity so that if I needed something else, he was readily available. He was so nice and friendly that I wound up telling him that one of the chairs I was going to buy was for the dog. So then he even showed me why the chair I was interested in would be safe for the dog.
Tracy helped us with color selection and at no point did we feel any kind of pressure.
Shopping at Bernie & Phyls was one of the best experiences we have ever had and Tracy was a huge part of that.
We are planning on winning the lottery and at that time we will return to Bernie & Phyl's to do some more furniture shopping.