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January 2024 by Jeff
Terrible customer service and poor quality furniture not worth the money. I purchased this chairside table along with other furniture and the veneer is separating from the wood, I’m sure they used poor quality glue. Anyway they said I have to file a claim with the store from which it was purchased. Such a run around
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September 2023 by Gregory LeHew
Great people. Professional and friendly.
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April 2023 by Norene Sheehan
We ordered a large sofa, a King bed frame and bedroom drawer set. Noticed on the back a label saying 'Made in Vietnam'. We were shocked as we thought these were made in N Carolina so were concerned that the high prices we paid were not authentic. Quality not so good, drawers not closing right etc). Called the Bernhardt HQ, terrible service, mailboxes full, unbale to speak with someone. Suffice it to say, we will not be buying Bernhardt again!Service: Table construction & installation
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January 2023 by randy biggs
I'll just copy and paste the messages I've sent to Bernhardt from 08/31/22 - 01/12/23 after we attempted several times to submit the online form (don't bother with the online form, by the way):08/31/22I am contacting you because we are having issues with our Bernhardt Candace sofa cushions becoming misshapen. I would like to know how to submit a warranty claim. The purchase was made through Wayfair in December of 2019 so we are within the three year warranty period. Our order number is XXXXXX.09/26/22 (call)I was told to send them a proof of purchase, etc.09/26/22To whom it may concern,I am submitting attachments below of:1. Invoice/ proof of purchase2. Tag attached to the Candace sofa3. Several photos of the cushions that are misshapen. As you can see, they no longer sit flush against the back of the sofa and therefore stick out over the frame on the front.Please let me know if you need any further documentation.10/11/22Kim,Can you provide us with an update on the below claim?10/13/22 (Call)I spoke with Kim. She noted that Bernhardt did receive the invoice/ proof of purchase, the Candace sofa tag image, and several photos of the cushions that are misshapen. She said that she plans to provide these to her manager in order to get an update on next steps, and she’ll call me around 10:00am CT to let me know the status.11/07/22Kim,Please provide us with an update.11/08/22Kim,Can you let me know at least that you have received these messages?11/09/22Kim,I left a voice mail for you this morning, but we really just need to know the status of the below. It certainly seems like we’re being ignored, and I don’t understand why.11/10/22Kim,Yesterday, I submitted a case to the Better Business Bureau (Complaint #18380150). I certainly would prefer to resolve this without BBB intervention; however, I don’t see any recourse, given the lack of response from Bernhardt on what should be a very simple, straightforward claim.11/14/22Kim,XXXX XXXX, a Dispute Resolution Specialist from Better Business Bureau, should be in touch with you regarding this matter.11/15/22(Bernhardt rejects our BBB claim.)11/15/22(My response via BBB)I am rejecting this response because:The Bernhardt warranty specifically states the following under the "Cushions" section:"CushionsThe Company warrants protection against abnormal loss of resiliency of the upholstered furniture for three years. Abnormal wear and abnormal loss of resiliency should not be confused with softening and flattening of foam and fibers, which are considered normal wear, and not defects."We have owned furniture for decades, and we flip our cushions regularly. This is not a flat cushion that simply needs to be flipped and fluffed - it will not sit flush against the sofa back and cannot be reshaped. It seems that Bernhardt has created a warranty system that ensures they will never have to actually handle a warranty claim. There is quite literally no way Berhnardt can diagnose whether the cushions are "resilient" based on a picture. Perhaps Bernhardt can direct us to a Bernhardt dealer who can evaluate the cushions instead of dismissing us outright.12/12/22Kim,Because we cannot show “resilience” in a picture, can you direct me to a Bernhardt dealer who can determine whether the cushions have lost resilience? I believe this is a fair way to ensure our claim isn’t frivolous, and Kristin and I certainly don’t want to engage with an attorney for such a small matter.01/12/23Kim,I’m following up on the email I sent last month and the voice mails I have left. Please direct us to a local Bernhardt dealer so that we can have them evaluate our cushions. We paid more for this sofa than we have ever paid for a piece of furniture, and I’m dumbfounded that we’re being ignored. We expected a great deal more from Bernhardt.Service: Couches/sofas
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May 2022 by Pam P
I bought a dining room set and received in December of 2021. Clearly the one door on the buffet was warped. The furniture store I bought it from acknowledged and said they would get a replacement. Two people came out to take pictures and clearly you can see the warp. six months later I contacted to see where my replacement was and they said Bernhardt needs more pictures as they feel nothing is wrong with the door. This is absolutely ridiculous. 30 different pics were sent and now six months later need more pics. Its the first time I bought Bernhardt and from this experience WILL NEVER AGAIN! I paid alot of money for this furniture and will not accept a warped door for this price. Bernhardt can come and take back ALL THE FURNITURE and refund me if they dont make this right soon!
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March 2022 by Eric S.
Bernhardt has a policy of avoiding customers when a problem arises. They even place a phone number in their email signature that is one digit off, so that the consumer gets a disconnected number.....This is NOT an oversight. They list no customer service phone on their website at all. They don't answer their phones, when they finally do the receptionist frustratingly admits that whoever she connects you to will hide behind their voicemail. None of their customer service email responses has a person's name in it. Purchased a breakfast table for 3 grand two years ago and the finish flakes off simply by placing a meal upon it. They finally after a month told me that it was "CONSUMER USE". Ya think? I guess Bernhardt believes that furniture should never be used at all to have a warranty. This is a one hundred year old company that has a D better business bureau rating. I now know why.
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January 2022 by Jodi R.
I was raised in the furniture business. I've been looking for a new sectional. I went to the big advertisers stores .They sell crap . I found my sofa at Bauers in Florida. It came wrapped ( it was raining) . This sofa is so well made and comfortable I am glad I didn't settle for less . Thank you for making a good product
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November 2021 by Abby M.
I ordered a bed from this company 7 months ago. I have not received my bed. $2,000 plus and I have been told two times they are delivering the bed and knowone showed up. I took two days off of work. Please don't trust this company.
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July 2021 by Techa Lewis
I've contacted the company numerous times for several months about a defective table that was delivered to me (the wood is raised on the side of the table and does not lay flat). Thus far the company has literally done nothing but given me the runaround (2 managers said they would take care of it, but they didn't). I've called and submitted countless emails asking for details as to when they were going to take care of this matter (which is what I was originally told) and no one has responded. Bernhardt by far customer service is non-existent; this is the worse company I have ever encountered. One would think the luxury price would be equivalent to the level of customer service that the employees have, but it's not (the employees as well as managers does not care about the customers).
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February 2021 by Beverly G.
Bought a Bernhardt Emerson leather sectional which was delivered to me in September of 2019. Noticed there was a problem with the power headrest on one of the pieces so contacted the store from which I bought the sofa because that's how Bernhardt said to handle the issue. I called the store in July of 2020 and went round and round with them about getting it fixed. I was going round and round with them because Bernhardt was not really helping the store find a resolution. Finally, I realized that maybe the piece was under warranty, which it was. Mind you, no one at Bernhardt suggested that the issue was covered under warranty even though I and the store had provided the purchase/delivery date of the sofa to them. One month after all this started Bernhardt finally agreed to have the sofa piece picked up for warranty repair. That was August of 2020. The piece was picked up from my home one month later, in September, and returned to Bernhardt. I got an email on January 7, 2021, from Bernhardt that said my sofa piece was finally fixed and being returned to me. The piece was delivered back to my home on February 11, 2021. On another matter, I simply wanted to know the best way to clean this same leather sofa so I looked on Bernhardt's website for answers. I found some information but needed clarification so I reached out to Customer Service via their website and received an automated response that they would get back to me in 24-72 hours. It's now been 408 hours and no one has contacted me. Since I didn't get a response to my online request for customer service, I called Bernhardt and left a message for Customer Service but never got a call back. I never say never but right now I am going to say it. I will never buy another piece of Bernhardt furniture. To me customer service after the sale is very important and it appears Bernhardt cannot or will not provide that to its customers. Plus I don't think the quality of their furniture is anything to write home about and it ain't cheap!
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January 2021 by Anthony
I would give this place no stars if I had the option.Here goes my issue.I brought a Bernhardt figuring I was buying from an American company.When the product was delivered it was clearly made in China and that usually means poor quality . I hope that Bernhardt had better QC control.Within in a years I noticed discoloring in parts . I figured it was wear but seeing some of the other posts on hear it seems that I am not the only one with the same issues. So over the summer of 2020 I called Bernhardt an I ordered new leather covers . The first set ripped at the seam.While they were helpful and took my money close to 500 US Dollars . I still have do not have any replacements cover. They said it is on its way buy it is almost new years still no replacements. I just want what I paid for Mrs Lipford , I called and left polite emails . Zero response. I hope the CEO will read this review and make it right. So much for buying from an American company .
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December 2020 by Loretta Travis
A lot of the plants are closed. The furniture they make now is mostly modern and conceptual versus the beautiful traditional all wooden pieces they were once famous for.
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November 2020 by Arturo Parra
Awful Place To Get Loaded Take More the 5 hours.ELD Killer.
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October 2020 by Alexander Miklos
I tried to contact customer service 9 days ago leaving a detailed description of our experience purchasing a table from one of their authorized dealers. I was told due to COVID they would get back to me 24-72 hours... it has been 216 hours. We purchased the Marquesa dining table and 8 chairs... a pretty price tag. We have always liked Bernhardt furniture as they are known for their quality. We received the dining set which did not look like the pictures online nor a representation of what was in the showroom at the authorized dealer. We were initially told by Bernhardt that each piece of furniture is handmade and will vary from piece to piece... attached is a picture of what is online (showroom is identical to this) and what we received. The Inlaid around the entire table looks like an eraser smudge, not that of Bernhardt quality. No hardware initially came with the order, so the table sat on our dining room floor for over a week not put together. The hardware came in 8 days later but zero communication or resolution from Bernhardt... the table is still sitting on our dining room floor not put together. Extremely disappointed in their lack of care and customer service.We understand that we are in the middle of a pandemic, but no response is unacceptable. You are a reputable furniture company and some more care should go into your customers.
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October 2020 by Amy C.
Even with Covid, I feel that waiting 6 months for a non custom chair is plenty of time. In addition, the company has been ver evasive and non communicative with updates. My furniture store can't get any updates, they keep delaying shipment dates. Ridiculous. Don't order, you will probably have to wait a year for customs items.
