Raymour And Flanigan - Page 2

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1.8 out of 5, based on 11 ratings and
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Terrible quality
Posted by on
Rating: 1/51
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.
     
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Don't purchase anything from them..poor quality furniture
Posted by on
LIVERPOOL, NEW YORK -- This is a copy of the letter I sent to the main headquarters in Liverpool, NY
I am writing this letter out of extreme frustration, sheer lack of empathy and work ethics your company, Raymour and Flanigan possess. I have been trying to get my reclining chair repaired by your company, and in 3months of first initial phone I STILL have a broken chair. I bought this chair brand new on December 11th, 2009.
On Sept 30th, I contacted your Middletown store and explained, in detail, how my theatre chair’s pulley to recline had broken. Amanda was very helpful in setting up a date for the technician. I told her it was the middle chair. I also explained to please give me an early slot as my children do not have bussing to their school and I must pick them up. She said she would make a notation, but when the service dept called to remind them of my situation. October 13th the technician came as I was walking out the door to pick my children up from school, the technician came, and he possessed the wrong part! Not only wasn’t the chair repaired, I was late in retrieving my children from school! The technician said he would have to order the piece. By November 9th I had not received a date, I was told it will be in shortly. Dec 2nd, I called and demanded to speak to a manager. I spoke to Amanda, who told me my part was shipped from China on November 24th. She also stated she was calling the service Center for an exact date...Amanda never called back! On December 16th I spoke to Cindy and she scheduled Tuesday or December 22 to have the chair repaired. Again, the wrong piece was ordered. New date December 28. On DEC 27th a call from your service dept, Cindy said a new date will December 28th, as we a blizzard on December 26th. The new date December 31st. I received a phone call on Dec 30th, with the timeframe of 12p-4p. At 3:15pm I called the Middletown office, spoke to Cindy as told they are behind, she assured me the chair was to be repaired today! 4:50 called, again to see the status Cindy said they are “jumping around” in their scheduled times and they are 2hrs behind schedule. By 8:00pm they show up with a brand new chair...but the wrong piece.
I would like a full refund, and the removal of this set, as it is only a matter of time before the rest breaks. My family and I host Thanksgiving, Christmas and New Years and we were without a functioning chair.
I have also had to rearrange my work to accommodate the repair of this chair.
     
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They Do Stand Behind Their Products
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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, Dale, 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.
     
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Venice09 on 2010-07-05:
That's great service. You couldn't ask for more. I see their ads on television all the time. It's nice to know they take care of their customers when something goes wrong.

mom4boys on 2013-09-26:
And what if the frame had not broken until the 13th month? Would Raymour have taken responsibility for the manufacturer's defect? My guess is after 1 year you would have been stuck with it even though you paid for better quality. Good reason to also check reviews for the brand you are buying. If it is the store brand (ex. Bellanest) R and F SHOULD still take responsibility but would they?
erin on 2014-02-13:
We have had wonderful service with r and f. They gave us $2500 in store credit when they could not repair our sectional and were quick to send out replacement parts for drawers that were damaged during a move. The warranty is so worth it!
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Insult to injury
Posted by on
The Raymour & Flanigan at Seneca Mall Rte 57
Warners, NY 13164
315-652-3711 Is the worst store on the planet. They sold a friend of mine a sectional couch for a 1,000 bucks. That would have been fine if the couch was not damaged. We were going to load the couch onto my truck when we had noticed that it had a rip in the bottom about 5 inches long. If you have ever moved a couch you know that it is easier to move though doorways without the feet on. So my friend unscrewed one of the feet from the bottom of the couch. Upon doing this about a 20inch by 20 inch corner from the bottom cover fell. It was being held on by the foot of the couch!
Now the inside of the couch had been reveled. We saw that the corner of the frame of the couch had been broken a then repaired! Someone had "fixed" it by taking a piece of pine and "marring" it with sheet rock screws to the broken frame.
So we tell the stock boys what we had found and one of them asked "did you rip it?"
They then got the sales girl who said she "didn't no nothing about it" "they should have done a 360 on it" then went to get the store manager the store manager (Debbi Rossi) Came back and asked us why WE ripped it. We said it was ripped to fix a broken frame and not stapled back up. She then told us that she had us on video RIPPING the cover off the couch!! I was so pissed. I felt so bad for my friend. He was sold a broken couch, discovered the cover-up and then was accused of damaging property to get a discount! I left the building because I was so pissed off.
My friend made them show him the video tape they claimed they had and it showed that we did NOT do what they accused us of. They refunded his money and told him that they had the same couch at a different store for 700 bucks more. Real nice. He declined the offer and left.
I will never shop at Raymour And Flanigan. And I will tell all my friends of my experience.
     
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Anonymous on 2010-03-14:
Last year I went with my son to one of their stores in Danbury, Connecticut. Their furniture was of such poor quality, especially for what they were charging, that I persuaded my son to go elsewhere. The floor models had wood pieces on them that were actually chipped and broken. I could only imagine how they would look after a few months in a home. The salespeople were also not very well trained and as we were leaving, one of them, an older gentleman, said, "This price is only good until the end of the day. You'll be sorry." What? My son wasn't sorry because he found a nice sofa elsewhere at about 1/2 the price. So far it has held up beautifully.

When are companies going to learn that if you treat someone badly, the word will get around and there goes your business! They have no one to blame but themselves. Look how the word is spreading already.
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Sealy Mattresses From Raymour And Flanigan Are Terrible!
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LIVERPOOL, NEW YORK -- I purchased a full size pillow-top Sealy mattress from Raymour and Flanigan in 2004 that developed an impression of 3+ inches (making it uncomfortable to sleep on) within a year of using it. Raymour and Flanigan replaced the mattress with another one exactly like it due to "manufacture defect". The second mattress also developed an impression of 2.5 to 3 inches deep in less than a year. After calling in to notify Raymour and Flanigan that the second mattress had also failed, they gave me store credit based on the purchase price of bad mattress that I could used to purchase a different one. I ended up using the store credit towards a Sealy plush queen sized mattress. The same thing happened again with the plush queen mattress. It developed a very deep impression of about 3 inches were I slept on it within a year. As one might imagine I got annoyed at haveing my mattress fail every year. Raymour and Flanigan told me to "rotate" the mattress. This was BS since the impression was the same down the middle of the mattress rotated one way as it was the other. They replaced the mattress yet again with another one just like it that also failed and formed a deep impression in well under a year. After the second queen mattress had failed Ramour and Flanigan gave me store credit based on the price of my queen mattress to come in and select a different one.

When I came in the store to make this reselection the salesman was pushy and lied to me about what mattresses were available. He tried to talk me into getting onto a payment plan for a $2000.00+ mattress when my store credit was for $600.00 based on the queen mattress I bought just two years before. And get this; all there mattress prices had gone up. That meant that if I wanted to purchase a mattress the same as the one that failed, I would have to spend an additional $150.00-$200.00 on top of my store credit from the old mattress. I was very pee'd and ended up using my store credit to buy the cheapest Sealy queen mattress that I could find ( no thanks to the lying salesman).

At present 2009 the cheap mattress that I bought is forming a good impression. It hasn't even been 6 months since I bought it! All I really want at this point is to return the mattress to Raymour and Flanigan for a full refund ( which they don't do). I'll buy a $40.00 air mattress from Dick's sporting goods and sleep on it. At least it will never form an uncomfortable impression. If it's too soft I'll add air. If it's too firm I'll take air away. If anything happens to it I'm only out 40 bucks!
     
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david07003 on 2009-10-04:
You have to call Sealy directly on this one. Its not really Raymours fault. After a certain time it reverts to the manufacturer.
Anonymous on 2009-10-04:
I am getting the 'impression' that you are a large person. Honestly, there is no other explanation for you having 3 mattresses have impressions in them where you sleep. UNLESS, you bought mattresses that CONFORM to your shape. In that case, they are SUPPOSED to do that.
Brian on 2012-05-04:
Ladyscot - you're wrong. I'm 6', 180 lbs.. by no means a "large person" and have had the same problem. It's the manufacturer's fault.
Susan on 2012-07-12:
I have had the same problem with R and F. Purchased a Simmons Queen Beautyrest-after 2 months 1 1/2 " depression that was starting to hurt my back-they claimed it was a mfg defect-changed with same bed-after 2 months same thing.Went to store-got upgraded bed Berringer Firm by Simmons-delivered had a tear changed that one to a Simmons beautyrest Elite-guess what...its sinking but according to R and F not enough..I wake up every morning with backaches. I now go to a chiropractor EVERY week because of it..I just want my money back-if I don't get it I will go to 7 on your side and complain! This was supposed to last me for 10 years??? yea right it didn't even last 10 months! If a company is soooo sure that there products are good supposedly stand by the product why then do I need to change my bed this is the 4th time in 1 year! Its awful! I would not recommend R and F to anyone and I dred the road I a about to enbark on just to get my money back so I can get a new mattress!!! BUYER BEWARE!!HONESTLY
bill on 2013-10-26:
All I keep reading is that Ray our and flanigan replaces manufacturers defects. They seem to be going out of their way to help people. They do not make the mattress, but sure seem to pay handlers to pick and load a replacement, and pay to have 2 men deliver and take back the mattress. Sounds like they are doing everything they can to satisfy the customer.
Brendan on 2014-01-25:
I have heard about and witnessed MANY stories just like this, especially from R and F. I'm not sure how the industry works, but I think they elect people to construct the mattresses on demand. Based on personal experiences, the stories I've heard, and what I've seen, I think they make bad choices in manufacturers. More often than not they're defective in some way from R and F - no exaggeration. And I think they should give you your money back in full. Store credit is shifty, and I think most of their salesmen are too.
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Bad Business Ethic and Rude Managers
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STATEN ISLAND, NEW YORK -- My mother purchased a twin mattress from the Richmond Avenue Staten Island location of the store. The sales person was very helpful (or course he was, we were there to spend money) and eventually my mom picked out an acceptable mattress at a reasonable price, a Sealy Posturepedic Cambria Heights model. I should mention that we also went to Macy's to compare, but ultimately went with Raymour and Flanigan because of their free delivery and quick delivery date.
The mattress was delivered on time, with no hassles. However, after a few days, my mother was complaining that the mattress was too soft, and she thought that she should exchange the mattress for a firmer, more expensive model. We waited until today, 2/25/09. The mattress was originally purchased on 1/26/09. We went to he store to speak to Victor, who remembered us and told us to come with him when we explained the situation. He brought us to a woman who we assumed was the store manager. She never introduced herself, and would not speak to us directly, only to Victor.

After walking away from us, with our paperwork, she finally returned a few minutes later and told us that in order for us to exchange mattresses, we would have to pay an additional $99. This is because, as she said, they throw out the mattress, so this is them taking a loss on the product. We said, so then they throw it out? She said yes, even though it has been documented that this mattress is only a month old. In addition, we would now have to pay over $100 for pick up of the "old" mattress and delivery of the new one. Huh??But the original delivery fee was free. Before we've even upgraded we are already spending $200. We asked where in the policy this was written. She was holding a slip of paper in her hand, the one not holding our envelope, and said we should have received that information.

We told her that we didn't have it in our packet, and she then tried to slip it into our paperwork while calling us liars. At least Victor looked embarrassed and tried to get her to make a deal with us, but she basically told us that the policy stood, whether we had had it explained to us at the time of purchase or not, and to take it or leave it. She was so rude that we ended up leaving without our new mattress. This was a scam and we are so disgusted that we want everyone to know about their shoddy consumer practices, and their callousness in dealing with us.
     
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Anonymous on 2009-02-25:
The mattress is used, even if for only a month. I don't think thay can do anything with it other than throw it out. Most transfer stations and dumps charge a fee for disposing of mattresses.
With the large increase in bed bug infestations in recent years, who wants to take the chance on a used mattress?
(I am currently battling an infestation from a neighbor in an adjoining apartment. It ain't fun).
Sounds like a sound policy to me.
rdbunny14 on 2009-02-25:
It wasn't the policy that we objected to. And by the way, whether they tell you or not, most companies do keep the mattresses and just re-cover them. It saves them on shipping costs and materials. They have been doing this for years, and Macy's and Stern's were both sued over this issue years ago, but they still do it.
My issue was that they didn't share any of this with us until we wanted to return the mattress for a better one. Honestly, with the way they cated, I would have been more than happy to put the stupid thing on the roof of my car and bring it over myself, if we didn't need a replacement. I found their practices underhanded and shady, and the manager was openly hostile to us. This is not good policy, no matter where you go. They forget that they need us. I am making sure that they never forget.

Good luck with your infestation. I can imagine it is pretty miserable. I hope it all works out for you.
BokiBean on 2009-02-26:
I feel your pain, but mattresses are like underwear, you just don't take them back after you've had them for a month. And frankly, I've never had to have a mattress dealer tell me that.

BTW, I really DO feel your pain, I'm basically in the same situation with my mama, except that I know there's nothing to be done but listen to her complain about it. Sorry for your troubles.
NPNJ on 2009-08-11:
You expect to return a used mattress? that's gross. No they aren't allowed to recover and resell them. You even said it. If you changed your mind on such an item you can't expect the store to take the total loss. Be realistic.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Do Not Trust This Company
Posted by on
Rating: 1/51
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 it's managers are not to be trusted with their twisted sense of morality.
     
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StarStarStarStarStar
From Vladimir Kagan to a Raymour and Flanigan Leather Recliner Wow!
Posted by on
Rating: 5/51
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, Tim, 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.
     
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Wells Fargo Credit Card
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Had house under construction, went to Raymour and Flanigan to purchase new bed, mattress and chairs. They put it on a "1010" meaning not sure of delivery date. I had Amex gift cards to pay for my purchase, however, to "hold the sale price" they opened a Raymour and Flanigan credit card and then I could come to the store to pay with the gift cards. Took delivery of my furniture, go to the store to pay the bill in full, they don't take the payment there?? What I ask, isn't this like going to Macy's paying your bill in the store, no they advised me I had a Wells Fargo credit card because I had "good credit". Called Wells Fargo to no avail. Then I was advised to go to Wachovia Bank as they take the Wells Fargo payments. No such luck, they could not bring my account up to pay it. Call Raymour and Flanigan I requested they back the order out so I could pay it in full, they couldn't do it. So I now have Amex gift cards that were to pay the furniture in full, that cannot be used by Wells Fargo to pay my account. I could have paid for the furniture in full and never taken the Raymour and Flanigan credit card. Wells Fargo charges 25.99%, where is the "good credit" that I have. In speaking to others that have purchased from Raymour and Flanigan, it seems they have done this to others. Very angry that I was fooled and you must close this account out when you pay the bill otherwise it shows you have another Visa type account. I am done with Raymour and Flanigan.
     
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"preferred customer" credit scam - misleading
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BROOKLYN, NEW YORK -- I don't have the furniture yet but BUYER BEWARE these folks will scam you into a Wells Fargo Credit Account. They refused my Visa card and told me to get the sales price I would have to finance through Wells Fargo. Now I get the store charge in the mail. Nice! Wonder how far my FICO score has been knocked down by the extra credit!

Also really difficult to get in touch with Wells Fargo.... the dead end automated phone loop...

SAVE YOURSELF!!!!! GO SOMEWHERE ELSE!!!!!!

I will never, ever buy so much as a throw pillow at this scam joint again!!!!!!
     
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Obsfucation on 2010-04-20:
They offered you a promotional rate if you used their financing. You didn't have to take it, but you wanted the lower price. Doesn't seem like a scam to me.
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