FARMINGDALE, NEW YORK -- We have bought at least 4 rooms of furniture. We signed up for the no interest for 4 years. We have automatic payments sent from Bank of America to Raymour and Flanigan every month. BOA sends these payments every month by the due date - proof as of my bank statements - they do not credit the amount until days later. We have been charged late fees every month because of this practice. They blame the bank - Thank God for BOA who credited us the late fees. Raymour and Flanigan's suggestion - have payment sent out earlier - which was done. They still credited it late - fees again! I wrote a letter to the corporate office - never heard back - no response.
This no interest policy they have is a bunch of crap - sure they don't charge interest but they don't credit your account until late so they rack up the late fees. We will NEVER buy from them again. Suggestion - pay off your bill 1 month ahead of time or you will be charged 4 years of interest.
135 EAST 125TH ST MANHATTAN, NEW YORK -- Raymour and Flanigan misinformed me about my delivery date. Then, they brought part of my living room furniture and the wrong size frame for my bed. After setting a new delivery date with them, they showed me the amount of customers that ordered the same piece of furniture and expects me to be sympathetic to those customers and forget that I'm a customer also. They took it upon themselves to deliver the supposed correct bed frame to my door on a date that I did not schedule with them and parked it in front my closet door.
Every day I have to drag this huge box to get into my closet. Presently I am still awaiting part of my living room. The excuses for my complete delivery has been going on for close to one month. I am a disgusted and disappointed customer and would not shop at this store ever again.
LIVERPOOL, NEW YORK -- Placed an order for a sofa and loveseat on 4/16/15. Next day received a call from Raymour & Flanigan Customer Services that the items was out of stock, will be shipped on 5/4/15. On 5/4, no call. Called Customer Services to inquire about my purchase, was told item and loveseat were still on back order, will be in stock on 5/11/15. On 5/11/15, receive a call from customer services that the sofa & loveseat was in stock and will be delivered on 5/19/15.
Today (5/15/15) I received a call, was told my items were out of stock, will be in stock by the end of June. How can this be out of stock when I was told both sofa and loveseat were scheduled to be delivered on Tuesday 5/19? Sounds like Raymour & Flanigan gave my items to someone else more worthy than I. There is a saying, at least once in your life you will experience the worst customer service you can ever imagine, well my experience with this purchase was definitely was my worst. After this experience, I will NEVER, EVER shop Raymour & Flanigan.
YONKERS, NEW YORK -- Showroom Manager Jason ** and sales consultant James ** at the Yonkers NY store were very patient and courteous with my cousin as she decided which mattress set to purchase. They were incredibly knowledgeable, down to being able to rattle off mattress depth and length, and appropriate linen measurements to use. I highly recommend making an appointment with them to make sure you get a professional, knowledgeable and patient sales consultant.
NEW YORK -- This review is for the whole customer care treatment policy of Raymour and Flanigan so is applicable to all their stores. I purchased a mattress from them that turned out to be defective--within two weeks it was sagging so badly that I would roll into the middle of it like I was in a hammock (and I only weigh 130 pounds!). The runaround and hoops they made me go through to get a new mattress were so time-consuming and onerous that it truly hijacked my life for months.
First, they said I had to have one of their service techs come out to evaluate the mattress which took a couple of weeks to get an appointment for that. After he did come and evaluate the mattress, he refused to tell me his findings--he said he wasn't allowed to discuss it with me and that I would hear from R&F what his report was. I was given no copy of this report (they told me that was not their policy to let me have a copy), nor of his findings and that I had to wait for the next step from R&F.
They said their Tech's report said my mattress was sagging because the mattress had improper support. Well, the support I had were slats that had worked fine with my previous mattress for 25 years! Also, at the time I purchased the new R&F mattress with one of THEIR new box springs, R&F assured me this support system was fine. Despite the issues with the new mattress sagging, they said it was only sagging 1 inch and the warranty needed it to be sagging 1-and-a half inch.
That warranty is the same sagging allowance for a mattress that is years old--the reasonable logic is that if my mattress was already sagging an inch after less than one month of use, something is wrong. Also, the measurement to detect sagging is taken with nothing on the bed, and since it was a pillow-top mattress and the pillow top had fluffed back up and disguised how much the underlying structure was sagging, this was a very bad measurement of how the mattress was performing when even a small person like me was on on it. I then was left on my own by R&F to try to fix the issue myself somehow.
I tried by going to a hardware store and buying more supports thinking that might help, but it didn't. I was desperate to get resolution because I wasn't sleeping at night and was exhausted, and beginning to have serious back pain because the mattress was sagging so badly. I eventually even put the mattress directly on the floor to try to fix the "bad support issue" that the R&F Tech claimed was the problem, but the mattress still would almost collapse when I lie on it. I finally bought an inflatable camping air mattress and had to sleep on that just to get some rest. This was over the course of several months that I was struggling with this misery.
I finally went back to the R&F store and begged them to fix it. After more weeks of waiting while they said they had to send another service tech person out to evaluate the mattress again, based on what the second tech evaluation revealed they finally decided to treat my bad mattress as a "reselection" issue rather than a warranty issue--meaning that they would not concede that the mattress was defective but rather they maintained that I "just didn't like it" (the same model I tried out in the store when I bought it was fine and nothing like what I ended up with).
The problem with their "reselection" policy is that it is at their discretion, and requires that the new mattress I select be more expensive than the previous one, and I that I pay the cost difference and full redelivery charge up front. Very interestingly, the model of my defective mattress was no longer being sold and had been discontinued.
I was so worn out and worn down, and desperate to have a decent mattress to sleep on since I was having major surgery in two days and desperately needed a decent mattress to sleep on, that I just paid the fees for delivery and the price for the more expensive mattress they insisted I had to buy. Their idea of customer care is "wear you out and wear you down until you lie down and they walk all over you"--in other words, their "customer care" is non-existent.
The prevailing attitude I got from the many different "customer care" people I talked to over the course of trying to get this issue resolved was condescending and insulting to my intelligence--where instead of getting me a new mattress according to the warranty, they kept offering me $75 gift coupons towards a future furniture purchase--as if they thought I was stupid enough to buy ANYTHING from them again!
JOHNSON CITY, NEW YORK -- Where do I start with my rant about Raymour and Flanigan? Probably would begin with 2 words... Paymore and Shenanigans..... I've had about every bad experience that I could possibly have with this company or at least with the Johnson City, NY store.
First, their sales tactics are extremely pushy and unprofessional. All the employees are liars. Being able to look beyond that I made the huge mistake of buying an expensive bedroom set from them because I thought we were getting good quality furniture. Wrong!! Extremely defective furniture was redelivered 4 times because of major flaws until I finally had to demand my money back and provide legal documentation that I was entitled to my money back under NYS implied warranty law.
At the same time I bought the bedroom set I purchased a replacement table for my dining room set that I purchased previously at Raymour. The table had to be delivered 3 times until it was finally right. When I was negotiating a price for all the furniture the salesperson and I agreed on a price plus FREE DELIVERY. When I paid, a delivery charge was added to the bill but they subtracted the cost of delivery from one of the pieces of furniture.
Now they refunded the bedroom set but I kept my table since I have the rest of the set. When I received my refund it was short $80 plus tax... Go figure... The delivery fee... I call and explain to them that the salesperson had offered me free delivery and they told me that I was paying the delivery fee end of discussion.
I went there to talk to them in person only to have them call the police on me (or at least they said they did) I don't know because I left at that point.... I didn't do anything to involve the police.... in fact I tried calling several times for 2 days to resolve it on the phone until I showed up there.
Every employee has lied to me and I feel like I have been cheated. Raymour has literally stolen my money and are refusing to give it back. I was told by the store manager that I was no longer a Raymour & Flanigan customer as if I did something wrong by refusing to take defective furniture with wood filler and broken drawers and other major flaws.
To top everything off, I had paid for a 5 year warranty on my table. Apparently that warranty is null and void and my money was returned to me without my permission. Isn't a warranty a legally binding contract? There are sooooo many more details I left out of this to even make it semi short and there are so many more things I could say but I won't waste any more of my time. Raymour has already wasted a month of it and the situation still hasn't been completely resolved.
WOODBRIDGE, NEW JERSEY -- My wife and I went to a Woodbridge, NJ branch to buy a mattress. My wife is 73 y.o. and has Cancer. We were shown an IMatress setup with an adjustable frame. Told that the remote for the base can be wired or non wired. I chose the wired model. Lucky that I was looking over the salesman's shoulder when he wrote up the order as I noticed that the base he wrote up was a Tempur-Pedic brand. He did not tell me this but just went ahead and wrote it in on the order. When I asked him what he was doing I was only then told that the IMatress does not make a base that was wired. Did not tell me this before.
I asked to see what the Tempur-Pedic base looked like and was shown this crappy ugly base that was in a different area of the bed dept. The base was not cheap ($2,800). HE TRIED TO SLIP THIS IN WITHOUT TELLING ME. I said "OK I'll take the wireless IMatress remote model" and paid the extra $200. I then asked if the delivery men wore shoe covers as I have white rugs. He said "yes they do." "OK" then I paid.
When it came to deliver the mattress - the drivers did not bring shoe covers with them. When I offered them some to wear, they refused. I said "then you'll have to take your shoes off." They refused to do that that also. I said "then I will cancel the order." They did not care.
They called the store mgr - he said that they cannot do any of that and never would. SALESMAN LIED AGAIN. I cancelled the order which was about $5,600.00. When I asked the mgr to credit my cc account I was told that I had to come into the store to do that. What a terrible policy. I told him that if I called my credit card company to cancel that the store would have to fill out paperwork. He did not care. I SAY STAY AWAY FROM THESE STORES. They lied to me and they tried to pull the wool over my eyes. THEY ARE NOT REPUTABLE & WILL MISLEAD YOU. THIEVES-STAY AWAY. THEIR POLICIES SUCK.
HALFMOON, NEW YORK -- Customers Beware!!! The product starts to fall apart within 12 months of purchase. A technician visited our home 4 times to try to repair the piece for different structural problems. When we finally decided to replace the product we discovered that the sales representative had lied to us at the time of purchase deceitfully charging us an extra $259.95 which he hid in the bill. At the time, I asked for an itemized bill but he said there was no need, we were not being charged for the Platinum Protection Plan, it was being offered free of charge as a special promotion.
DO NOT TRUST THIS COMPANY. ALWAYS INSIST ON AN ITEMIZED BILL. THIS COMPANY LIES TO ITS CUSTOMERS. When discussing this issue with the regional vice-president of sales his comment was "The salesman did not lie to you, he was simply enhancing your buying experience, allowing you to purchase the product without the need to worry about any additional expenses." Bottom line, that sales representative stole $259.95 from me and his action has been condoned and supported at all managerial levels. This company and its managers are not to be trusted with their twisted sense of morality.
NORWALK, CONNECTICUT -- We acquired a walk-out basement that turned into our media room and incorporated our vintage Kagan monolithic couch. We spent most of our time watching television in bed or on our cramped screen in the den. "Ditch the couch" a friend suggested, "get those home media center couches." "With cup holders?" I protested "How ugly." But I did some research on the web--very few places to try them out--Raymour and Flanigan was one and the closest. I had never been in one. What a surprise. A knowledgeable salesman, **, let us bounce, recline, twist and turn on a range of choices and made practical suggestions.
Turned off by black and cup holders, we selected a two seater, Italian leather in a saddle leather with exaggerated arm rests and a matching oversized chair. Used to decorators that deliver furniture custom made months later I was confused when he said, "we can deliver it tomorrow." And they did, with prompt on time, in the framework promised, with two of the most professional deliverymen I've encountered in a long time. What a difference, we now watch our big screen t.v. in comfort, we are enjoying the room and everyone who has seen it is amazed at the quality, the style, and best of all the comfort.
This is real value for the money and in its niche I think R&F offers more in terms of service, quality, and responsiveness than its competitors. Most of its styles aren't mine but I wouldn't hesitate to return for particular items.
NEW YORK, NEW YORK -- Scam artists. My wife and I bought a sectional sofa from the store located at 133 E14th Street, Manhattan NY 10003. It was $2050 which included $100 delivery surcharge. I wanted to finance it and ** who was our salesman offered us 12 months 0% finance. I mentioned that my credit score was 800 so they shouldn't have any problem getting me approved. I remember ** made a joke that I was proud of my score.
When we came to a counter to sign forms there was a place on a form where it said 25.99% APR and ** asked me to put my initials there. Naturally I asked why it said that. He said it was an old form and it simply meant that it was going to be my APR if I don't pay the balance during the first 12 months. I signed the papers. Trouble began when 3 weeks later they ‘delivered' the furniture. They couldn't get it through the door and I have a very standard Brooklyn apartment door. I called R&F and they said that was something they couldn't help me with. I had to hire a company to get my furniture disassembled and reassembled inside the apartment for an additional $360.
Not to mentioned that I had to take off from work so I could deal with that madness. I am still wondering what exactly I paid $100 for. Then two more weeks later I got a bill from them which said 25.99% APR. I immediately called ** at the store and asked him how come my bill doesn't say anything about the first 12 months interest free. He assured me first that it should be on the bill and that the bill also should specify the date by which the balance should be paid to avoid paying interest. I couldn't find it on the bill.
He placed me on hold and when he picked up again said that I don't get 12 months at 0%, instead I get 30 days deferment of my bill and if I don't pay it within 30 days then I will be charged 25.99%. When I asked why he told me I was getting 0% financing when I asked him that multiple times during our purchase he said that he ‘didn't recall such conversation'. Then he brought ** on the phone, who introduced himself as a manager. Mr. ** said that I was confused and misunderstood the terms.
When I said that such thing as '30 day deferment' was not even mentioned when I was in the store and that I multiple times asked about the term he said ‘We've got you on paper' and that ‘against your word it would be **'s and my receptionist's'. Further conversation with Mr. ** proved to be fruitless because he continued to insist that I was simply confused (basically implying that I am an idiot) and 12 months 0% was never in the picture. I filed a complaint to BBB and am willing to go as far as sue them for misleading me and insulting me in the process. Bait and switch places should be out of business.