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Raymour And Flanigan Consumer Reviews - Page 2

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Endless Runaround Till You Give Up From Exhaustion Customer Care Policy
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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!

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Horrible Place to Buy Furniture
By -

NEWINGTON, CONNECTICUT -- I was warned, but I did not heed and now I regret it! The problems started as soon as we walked in the door and the sales lady wanted to show us everything (as long as it was top of the line). Had to search the store ourselves to find something in our budget. When we decided what we were going to buy she asked us 3 times if we wanted to take the cleaning warranty for $300, after we said NO 3 times. Then we brought up we saw an offer for no interest for 2 years and she said there was no such thing. Until of course we pulled out the newspaper ad with that day's date on it with the offer. "Oh", was her answer and then she asked if we wanted the $300 cleaning warranty again!

We ordered a dining room set along with an entertainment unit that included 2 bookends, a light bar and a console. We said we would only buy it if we could get it in a week (mind you they guarantee delivery of 3 days). She promised we would have it in 3 days (Tues), the absolute latest on Friday.

The call came in on Mon that they would deliver only the console on Tues and the rest may come in on Friday. I asked them to hold delivery of the one item so that all items could be delivered together. OK. The manager of the Newington store then called the same day to ask us please to take delivery of the one item because he doesn't get paid unless delivery is made. Offered to waive the delivery fee. I told him no. He offered to hunt down the bookends and dining table. Called the next day and alas has found the bookends, light bar and dining table but that they released the console to someone else. I still don't understand.

Anyway because I wanted him to stop calling me and was afraid if I held delivery again that they would release the other stuff I took it. Delivery came on Fri 8/19 between the hours of 9-3. Asked for the hour ahead call time so I could leave work. Called 20 min before. Delivered entertainment unit without console and dining table that had 7 wobbly chairs, 1 damaged end chair and table that they left without putting together. Asked the delivery guys about the chairs and they told me to put felt on the bottom. Said they don't put together furniture.

I then called the store manager and they should have indeed put together the table and that they would have to send a service technician to look at the chairs. I looked myself and the chairs were wobbly because the legs did not all have the circle wooden tabs, only 2 on each chair did - hence the wobbling. They set up the technician coming out on a separate day that they could deliver the console and put the table together.

Came on 8/25 (called 20 min before instead of the agreed upon 1 hr before) to put the table together - guess what? Table had a chip. Was informed that they would send a technician out to repair! I told him that it was unacceptable, that I wanted a brand new table, not a brand new table that would be repaired. So it's now 2 weeks later and I have damaged furniture in my brand new house still without a resolution. NEVER AGAIN, BUYER BEWARE!

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SCAM - Defective Product and Fake Guarantee
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

NYC -- I purchased a pricey dining set - the wood was ruined after a couple of weeks only and Raymour says it is not their fault that the material they use is of poor quality. The Set comes with a one year manufacturer guarantee which protects against manufacturing defects. After a couple of weeks the wood started cracking (and we use dining sets). They say the wood is not part of the manufacturing guarantee (!!! I wonder what is then?). They have bad reviews on the web and I wish I had read them before making the purchase.... Be careful, these people are crooks! If you do not want to lose your money, do not buy from them! I called Customer Service several times, they would not help.

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Worst Purchasing Experience in My Life. No Refunds, Read the Contract
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

LAKE GROVE, NEW YORK -- To my fellow American prospective purchasers: Don't buy from Raymour and Flanigan because they do not refund any money. You are stuck with the product, and you have to upgrade or buy something else. I could not even get a credit. As a contractor, I have been very loyal to this company, referred about 10 customers whose home I have built, my home is completely furnished with their products, my kid's home and my brother. Even though the store manager and sales representatives were helpful, they insist the policy is no monetary refunds on anything you purchase, in other words, you are stuck with the product including mattresses.

Another customer at the store, told me they exchanged her hutch 2 times as it was damaged before she threatened to return it before she finally got a refund. I now have a $2800.00 mattress in my garage, that I reluctantly took. Their delivery personnel will confirm that it was placed in my garage and not the second floor. Both the sales representative and manager suggested I buy a mattress topper for the mattress for extra comfort for a $2,800.00 mattress. PLEASE be advised, this company will state that they do not resell mattresses, but they do resell returned mattresses, read the reviews, you will see customers who posted they got bed bugs, urine smell in the so called new mattresses. BEWARE.

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Horrific Customer Service and Platinum warranty
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

BRICK, NEW JERSEY -- Do not use this overrated company they have the worst customer service and warranty service. I brought their top of line recliner and have had an issue with the electrical control since we had it delivered. They have been out to house 3 times and every time they say they will be back because they ordered the wrong part. You wait 30-45 minutes on phone to get response and you wait 4-6 hr window to get service. they must think everyone has free time off work to wait for their mistakes. They have no solution but to say they will call me and set up another appointment or another tech will come. They will not refund money or replace chair. They are not even a little concerned with my problem. Buy from a company that cares because they do not!

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Worst Customer Service Ever by Management
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Terrible
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Don't get a mattress here! cheaper elsewhere
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

DANBURY, CONNECTICUT -- Don't buy from R&F... Shop around before buying a mattress at R&F and go with someone else for less. We bought a mattress with them and were told if we found the same one for less the price would be matched. First I question their integrity -- 2 days later they had a one day mattress sale and never told me. When I called the temprapedic was not for sale but when questioned they probably would do a discount since it was pictured in the ad - they would get back to me but they didn't.... Second I called 2 other mattress companies - Ashley and CT mattress they were will to sell me the same mattress for $300-$400 less with no delivery charge. When I called R&F they asked if I could get this in writing... of course you can't ... they they said they would talk to the Mgr. NO ONE CALLED ME BACK... Bottomline 2 days after buying the mattress R&F I found I could have gotten the same mattress for hundreds less... -- They have now lost my future business and I don't trust them... they just wanted the sale... They got it but never again...

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Furniture Delivery
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Non-Delivery of Furniture
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

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.

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Raymour And Flanigan Rating:
Star Half star Empty star Empty star Empty star
1.5 out of 5, based on 33 ratings and
63 reviews & complaints.
Contact Information:
Raymour And Flanigan
7248 Morgan Rd.
Liverpool, NY 13088
1-866-383-4484 (ph)
www.raymourflanigan.com
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