PHILADELPHIA, PENNSYLVANIA -- I got a sofa loveseat and reclining chair. After I left the store they called and said the reclining chair was out of stock but they will send it when they got it available. That's was fine so I got a call saying that I would still get my sofa and loveseat on the 14. So when I get home only the sofa had came and no one call to inform me that the loveseat would not be coming so when I called the manager told me he was on the phone with a customer and will call me back. So when he called back he told me the loveseat didn't make it to the warehouse in time to get shipped out so when I asked for the supervisor's number he said it didn't matter because the call will be directed back to him.
He also said I can call the warehouse and ask for their supervisor asked them why he didn't get shipped today. And when I call customer service they gave me the same excuse. I don't know why they think that is ok with a call letting me know I was getting the loveseat. So I had to cancel my event I was having at the house because I had no furniture.
WEST SPRINGFIELD, MASSACHUSETTS -- Purchased an overpriced 3 piece sectional with electronic recliners. Quality seemed great in store once it was set up in my house realized it was very cheaply made. Also PAID to have it delivered and set up and the men who set it up never clipped the section together so even though I paid for it I ended up having to set up myself.
Then fast forward not even a month later and the recliner broke which is fine because I purchased the platinum warranty right? well the technician came and said the switch and motor he has to order parts which will take 4-6 weeks to get there (sucks but at least it's free I guess). 6 weeks goes by and I hear nothing so I call to check and apparently the parts take 6-8 weeks to get here.
So I wait another 2 weeks and hear again nothing so I call for the second time, and apparently parts take 8-10 weeks to get here!? and they should be there any day and they will call as soon as they are. So obviously I'm irritated at this point. So I calm down and wait yet another 2 weeks and decide to call and check since I still haven't heard anything (again). Now they are at least apologetic but still are saying the parts are a few weeks out. So now they will be getting a letter from the Better Business Bureau and I will be telling everyone I know to stay away from there not that the other places are any better from my experience but at least you don't overpay for terrible service.
ROCHESTER, NEW YORK -- The delivery of our loveseat and recliner came with both delivery men tracking snow throughout our condo. No apologies. He said I was the 4th person today that said they tracked snow in. “They are not allowed to take shoes off or wear booties“ Call customer service. There is nothing they can do.
CARLE PLACE, NEW YORK -- Spent an enormous amount of money in a store that 10 years prior we did business with and had a good experience-this time around it was one of the worst. Showroom personnel lied about availability of 2 items from
delivery was missing items. The missing items showed up damaged on an alternate day-the replacements then showed up on another day damaged. We are still waiting for a piece going on 6 weeks now-ridiculous-done and never to return.
CONNECTICUT -- Went TO THE STORE and purchased a recliner for my mother-in-law. What I did not know is the SALESPERSON did not order from stock, she ordered from the web page. At the store we were told we would be contacted with delivery date within the week. We did get a notification, A FEDEX tracking number! Called customer service and was told it is an internet only FEDEX delivery item and it would be delivered at 10:30 AM next morning which was forecast to rain.
I had to take the day off work and when I arrived at 10:15 AM, it was already sitting on the ground in front of the house. I called Raymour's customer service again to get help to get it in the house and basically got laughed at... and told I would have to pay a 3rd party to finish the delivery! If I wanted the chair without in-home delivery, I would have paid less and purchased it on my sofa at home. I made the effort to go to the store ONLY because I needed it to be delivered. This deceptive practice is completely unacceptable. I paid more because I believed it would be delivered better than just dropped on my lawn.
NEW CASTLE, DELAWARE -- I went to Raymour & Flanigan to buy a new mattress and boxspring. I got a used bedbug infested mattress and boxspring. They sell used mattresses and boxsprings as new!!! It reeked of urine. Fraud fraud fraud. I have an email from their attorney and the B.B.B. Admitting they tried to sanitize it before selling as new...
NEW YORK, NEW YORK -- Buyer Beware of this location - NYC Westside. Bought a living rm rug (delivery date was important to me). All in all lost almost 3 full days of work - waiting at home. They gave me 95% chance of delivery on 3rd day. "3-5 days" no rug on day 3... Nor day 5. Rang and was told it would actually be delivered weeks later than quoted (?!?). I requested my $ back. (I'd spent over $1200.00, all the while being told I was getting a remarkable deal - 1 rug, 1 mirror, and a flower painting...)
After that weekend, lo & behold a UPS delivery status was emailed!? (Oh btw, not FedEx like they said... without giving any tracking info stating 'it just shows up at the door'. Red flags all over the place, I know.) So I raced home today, a Monday morning, to be on time for 10 am delivery!!! But nope, not to be...
Hour after hour pass. My mgr annoyed at all this... Then at last, 5:02 pm the buzzer rang - but you guessed it; WRONG rug altogether. Why am I even fazed by this? I know, bc I've lost 3 days pay bc I still believed! My bad. Hard lesson. Costly lesson.
Note: No Refund as of yet - tbd (2 business days and a weekend passed). Manager called He offered an apology, stated they were 100% at fault. If only apologies could make up for the loss on my paycheck... :'( I'm only writing this to save whomever might be tempted to visit the store please rethink.
I am so disgusted with Raymour & Flanigan today. Justin and I purchased a sofa and we have a year to pay it off interest free. Before we made the purchase I asked if I would be able to set up automatic monthly payments and was told I could. I just got the bill and got online to set up the monthly payments and their system is designed to only allow me to make monthly payments in the amount of the minimum payment due - which will not have us pay off the sofa in time and would then have us pay interest in an amount almost equal to the cost of the sofa itself.
In addition, the loan is set up as a credit card so there are late fees if you don't pay monthly. I called customer service, assuming there was a technical glitch that wouldn't allow me to enter a larger amount, and was told by the associate that this is how the system is designed. She said I can set up recurring payments for the minimum amount and then call each month if I want to pay more than that. They are literally doing everything they can to try to screw people out of money by making it incredibly inconvenient to pay.
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.
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!