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!
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.
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 THES 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.
LONG ISLAND CITY, NEW YORK -- On June 19th 2012, I went to Raymour and Flanigan's in Green Acres Mall, Long Island to purchase a bedroom set for my daughters 16th birthday. 2 months prior I bought a sofa and recliner, and I was pleased with the service so I decided to give them another try. As my daughter and I walked into the store were were approached by a sales associate name **. She was very polite and patient as my daughter looked around for what she wanted. Eventually she chose a bedroom designed by Kristan Cunningham. We bought the full post bed, door chest, vanity with mirror and the vanity chair.
I then proceeded to look at the mattresses in stock. I explained to ** that I currently suffer with lower back pain from my current mattress. She explained to me that I can try it out for thirty days, and then I can return it if it does not work. That sounded good to me so I decided to give it a try. The furniture and mattress was delivered on June 28th. I slept on the mattress that night and the lower back pain was worse than before. Two weeks after sleeping on the mattress, I suffered excruciating pain. I could not take it any longer, I tried calling the store and could not get in touch with anyone.
Finally I got hold of someone and told them that I wanted to return the mattress that I had for 2 weeks. They told me that it was not that easy, and connected me to an associate. It was **. To my disbelief she told me that I had to pay for them to pick it up which is $200, then I have to pay for something else plus re-stocking fee. Then I have to make an appointment to come into the store to choose another mattress of same value or more expensive because they do not give back the money. I was in shock! Why did she have to scam me into buying something that she knew she was telling a lie.
I was going to buy another quality mattress, and more expensive at a later date. My daughter's door chest is still wrapped up waiting to be assembled as I write this review. The delivery man told me that a part was missing and it would be delivered the next day, I'm still waiting. Trying to get in touch with someone is like trying to contact someone from a foreign country with bad connection. This is the last time that Raymour and Flanigan is getting my business. The corner stores are more honest and professional.
When my wife and I were looking to buy furniture for our new home, we had a some idea of what we wanted to buy. We were still waiting to close on our home and saw an ad on TV at Raymour & Flanigan about an offer for no interest until 2015. I'm a bit of a sucker for those type of deals when I know I'm going to buy a lot of items anyway, so we headed out to the closest Raymour & Flanigan.
When we got there, we saw several sales people. One lady greeted us quickly and we explained we were going to browse. She asked if we wanted water and got us a couple of free water bottles, then let us go on our own (as we kind of requested). We saw several sectional couches that we were somewhat interested. Not actually owning the house yet and not having access to it, we weren't 100% positive of the dimensions of the furniture we could fit in there.
We found a few items we liked, having a general idea of the dimensions, so we inquired with the sales person if there was a way to get the sale, but not actually purchase anything on that day. She said that we could put a deposit down on an item and then come back whenever we would like and we would still get the sale. She said if we put a deposit on item A, but wanted to buy item B, C, and D instead of A, then the sale would still apply. So we put a deposit down on a sectional.
A couple weeks later, once we settled on the house and had the dimensions, we went back to the Raymour & Flanigan. We realized the sectional we originally picked out was not good for the house. We were in the store for around 3 hours looking at just sectionals. The sales person from before remembered us and assisted us when we need it, and gave us space when we needed it. Eventually we found one we liked. We didn't purchase it yet since we wanted to get those measurements and map it out in the room. We spent only about 30 minutes picking out a dining room set.
Later that week, my wife went to the store and actually made the purchase of the sectional and dining room set. Delivery was set up for a Saturday when we were going to be physically moving everything into the house from our apartment. The timing was perfect.
The delivery truck pulled up when they said they would be there, even giving us a phone call 30 minutes before they arrived to let us know they would be there in 30 minutes. The furniture they had was unloaded and put into our house. It seemed to be the wrong furniture, but I wasn't certain because there were two sets of sectionals that we were looking at. I thought this was the one we decided against, but I figured that may be my wife changed her mind at the last minute. I signed (since they did deliver what was on the delivery ticket). My wife was taking a test that morning, so she wasn't there for delivery.
When she got back, she took a look a knew right away that it was the wrong furniture. She immediately called one of the two salespeople who helped us. He took the call and said he would look into it. He called me back within 30 minutes and said that they did mess up. He scheduled a delivery for the correct furniture to arrive in a few days and said not to worry about the furniture we had presently (in terms of any damage that may be made from our pet or anything of that nature).
When the new furniture came in, they took away the wrong furniture with no problems at all. Overall the entire experience was much better than I thought it was going to be. The only problems were deciding which furniture we wanted.
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.
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 it's nice. 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.
YONKERS, NEW YORK -- Please do NOT buy furniture at this store. I purchased a mattress from this store and was told if I opened up a store credit card that I would get no interest for one year. When I received my credit card statement a few weeks later, I found interest was added and would be charged until my balance was paid off. I called the bank who issued the card who then told me to contact the Raymour and Flanigan corporate office. I then contacted the R&F corporate office who then told me to contact the store where I purchased the mattress from which was the Yonkers location. This is where the shadiness of this company begins.
When I contacted the Yonkers location I was put on hold about 4 times from the secretary who can barely speak good English. I was then transferred to the salesperson whose name is ** that sold me my mattress. He became VERY IRATE with me when I explained my situation TO THE POINT WHERE HE WAS YELLING AT ME. I then asked to speak with the manager. I then spoke with the manager whose name is **. ** told me he would call me back to straighten out the situation.
I received a phone call a few hours later from the Yonkers store stating they could fix the no interest problem but would need to add a $185.00 charge to the account in order to remedy the situation. This company scams shoppers. Please do not shop at this store. You cannot return their mattresses and they scam you with opening up their store credit cards.
STATEN ISLAND, NEW YORK -- We purchased a dining room table, six chairs, a China cabinet, and table pad, in August 2011. In January 2012, only five months later, two of our chair cushions started to sink. The technician from Raymour And Flanigan agreed and told us he was ordering the replacement seats. It is now May 2012, we now have three chairs that are sinking (one is not usable at all.) Depending who we speak to, we have been told that the set is discontinued by the manufacturer and that it is only not being carried by Raymour And Flanigan. They cannot get their story straight. We were told we could reselect the chairs, but they no longer carry anything that matches the table or China cabinet.
I was also told a manager at the Customer Service Center in Culver Road that we would be charged between 3-5% usage fee for the time we had the chairs if we wanted to return them. We were told by the Staten Island store manager that they cannot do anything because it would cause the store money, and the store can't lose out. I asked if the customer who was stuck with shoddy merchandise should lose out, and she repeated that I could not expect the store to lose out. Poorly manufactured merchandise, and terrible customer service.
DEWITT, NEW YORK -- I have seen a lot of negative reviews regarding Raymour & Flanigan and their service after the sale. This made me reluctant to purchase their products, but after not having luck finding what we liked at other furniture stores, we went to the R&F in Syracuse, NY. We found a very nice looking sofa and love seat set and end tables that went with our newly painted family room and were very comfortable. So, in February, 2010, we made the purchase. And, as much as I know better, I even purchased the 5-year warranty.
I have to say that I was very pleased with our selection. The delivery process was fast and the delivery guys were very nice and accommodating. Then, in June we noticed that on the sofa that the front end was sagging. When I looked under the sofa, I saw that the wood frame was cracked. Oh, great, I thought, all of those reviews about substandard quality with their furniture were true.
I called Customer Service and explained the problem and was treated with the utmost respect. Within a week they sent out a technician. The technician, **, was very nice. He examined the sofa and saw that the crack occurred where there was a knot hole. He explained that this was a manufacturer's defect and it was covered under the one year manufacturer's warranty.
He said that he needed to take it back to the repair center, but after I told him that I was home the rest of the day, he said he would try to repair it in house. He spent about 45 minutes on it and got pretty far, but then said that he would have to take it back to the factory to finish it. No problem, I said. Within 5 days, he was back and the sofa is now good as new.
While I would think that the knot hole would have been found and resolved during the manufacturing stage, it was nice that they admitted the problem and fixed it without any hassle. I will definitely go back to Raymour & Flanigan for future furniture needs.