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Scammed into buying a mattress
Posted by Jesusjunky4 on 07/09/2012
LONG ISLAND CITY, NEW YORK -- On June 19th 2012, I went to Raymour and Flanagan's in Green Acres Mall, Long Island to purchase a bed room 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 [snip]. 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 [snip]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 [snip]. 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.
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Posted by Skye on 2012-07-09:
Sales people will tell you ANYTHING to seal the deal. It's what is in writing that is important.

Your review is a good reminder to always know what you are agreeing to, before buying anything, and getting ALL promises in writing.
Posted by ok4now on 2012-07-09:
They lied to you big time just to get your money. Always always read the fine print.
Posted by dan gordon on 2012-07-10:
lie may be a bit harsh. Just like any warranty has some conditions you need to read the fine print. They should have told you the conditions to 'return' the mattress before you left the store. Normally when I hear the 'conditions' I pass on the purchase.
Posted by ede2929 on 2013-07-24:
I just bought and expensive mattress from Raymour Flannigan. After a week, we decided we didn't like it by the company refuses to do anything. what happened in your case?
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They Do Stand Behind Their Products
Posted by Therip on 07/05/2010
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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Posted by 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.

Posted by 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?
Posted by 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 warrenty is so worth it!
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Insult to injury
Posted by Davenothead on 03/14/2010
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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Posted by 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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Purchase From Hell
Posted by Fishermen on 12/27/2008
PHILADELPHIA, PENNSYLVANIA -- Re: A purchase from hell:

Raymour & Flanigan,
Franklin Mills Store

On Sept. 7, 2008 I purchased a Shelburne king size bedroom set from your Franklin Mills store. When the bedroom set was delivered, I did not see a screwpoint on the headboard sticking up through the top which held the lamp underneath the headboard on. When my husband came home from work that day he noticed it immediately and called the store the customer service told him because I accepted the delivery I can’t return it. I had to give up a one time return policy to have them give me an undamaged headboard. This was a manufacture defect per one of your techs, I found out later. When I purchased the set I told Mike that I wanted this set and the chest. I never received the chest.

Mike told me he did not add that to the order and I would have to come to purchase that and would have to pay another $75 delivery charge. When I came in he apologized and told me he will give me the discount of $75 to make up for the mistake. I thanked him and went on my way. That weekend we set the bed up. We discovered the base is incorrect. The drawers should be at the bottom and the empty panel at the headboard per the R&F website imagine. The footboard also does not line up with the pre-drilled holes that the manufacture had made. The one I have now has the drawers at the headboard leaving me unable to access the two drawers. I called the store to speak with Mike he told me to just move the nightstand when I need to access them. I told him the nightstand was heavy and hard to move.

He told me to leave enough room between the two so I can access it. according to the direction their is a right and left base. I had to wait 3 wk. for a tech to come out and agree it was the wrong side and I showed him the directions, he drew a diagram and I signed it. I got a call saying the drawer base will be delivered. I took the day off and when it was delivered the person said it’s them same one that I have now. I paid over $3600.00 for this set it was not a floor model nor an outlet item. Finally they said they will special order the base. They Finally ordered the correct base On 12/15 I got a call and was told the base was in. On 12/20 I was told the base was badly damaged and there will not be a delivery today. I could of cried. Till this day 12/26/2008 I have not received the correct drawer base.

When I received my bill that I financed through Wells Fargo and it had finance charges on it of $75. I called and spoke to Cust. Service and they told me that because the items were made on different days I was not eligible for the 2012 no interest charge. It should of been made on one day but Mike never placed the order correctly. On 12/20 I received my bill again and the finance is still there.

I called them again and was told the manager is now gone to redo the bill and charge me reg. price for the bedroom set. I told the women I didn’t receive a sale price. She told me I will be charged for the special order base charge and the full cost of the chest with two delivery charges which would come to $4119.00 then, I can have no financing till 2012 “she said because see SWEETIE you can’t have them both”. I can’t believe how I have been treated. My husband wants the set out of the house because of the way he was treated. I was not rude with them. I love this set. After talking to them on 12/20 I agree with my husband, I would also like the bedroom set taken out. I have always brought from R&F. They are a decent business and won’t close there doors tomorrow morning. I could of received this experience from La Donne’ furniture. My month always brought her furniture from Mealy’s.

I will also from this from point on. I am in need of a livingroom set, a child's bedroom set, and a king size mattress. I am sorry to say R&F will not receive my business. I would like the furniture to be picked up I will no longer deal with the store.

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Big Problems All Around
Posted by Amcote on 01/25/2008
WEST HARTFORD, CONNECTICUT -- My husband and I have ordered a large amount of furniture from here recently. We ordered a leather sofa, loveseat, chair, ottoman, 6 seat dining table, office desk, hutch, two book shelves, and hall tree. These orders were spread out between two different times in about a 2-3 month time span. First off their 3 day delivery is false advertising. I think maybe the living room furniture was the only thing that came in 3 days. Then the arm to the couch had a huge chunk of stuffing missing in it when it was delivered. We called to have it replaced. A guy came out to see it and said a whole new couch would come and someone would call me. No one called me for 2-3 weeks and then delivered it when it was convenient for them. Then, the dining table came broken as well. The delivery people just took it back on the truck with them. So I called and they said a new one would be at my home on that Thursday. Thursday came, no table and no call. So I call them again and they said that it would be there over another week, the next Friday. That 3 day guarantee sure is great.

After a bunch of hassle we finally got our table. Now, when we ordered the hall tree which was another $600 we were told it ships later because it's a special item. We were told that the date it would be delivered to our home was January 4th. We ordered it early November by the way. January 4th came and went to call to hall tree once again. We called and talked to the store manager, Cedric, 4 different occasions for the table and now this. He has always been rude and never tried to solve the problem. All he has ever said was when the tree will get here "next time". Oh...he did offer us a $100 gift card that couldn't be used towards our order.

It could only be used towards a new purchase where we spend more money on their furniture. Like that would ever happen. So he then proceeds to tell me that it would be here Jan 24th and gave me his word he would call me personally a couple days in advance with delivery times. Well....he never did. So the 23rd I called the Sales Manager, Todd, who is the one who sold us the furniture in the first place. He seemed very nice and I thought he would be more accommodating. I called him and he said this was the first he had heard of any of this and was very disturbed by it. He assured me he would call the manufacturer the next day and call me immediately to let me know what was going on. I was a little relieved after getting off the phone with him till the next day when I never received a call. It is now the 25th and I call Cedric, the store manager again.

He doesn't apologize or anything than say it was supposed to be here and he'll have to call to see when it will "really" get here again for the third time. I am almost 100% positive I will not here from him until I have to call again and I still do not know when and if I will ever get my hall tree. What's better is he says I have to deal with it because I cannot cancel my order for this item. Another great thing about their company other than the delivery times and staff is that every single time the delivery guys came they tracked mud and dirt all over my carpet. After the first time they did this I let it go. The next time they came to redeliver the couch I put 3 very large paint tarps on the carpet . I asked them politely to step on those and they said sure. Low and behold they stepped on the tarps as well as the carpet too.

I am sick of Raymour and Flanigan and will NEVER buy furniture from them again.
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Posted by susie.37 on 2008-03-01:
I have to wonder why you continued to purchase such a large amount of furniture over several months if your first experience was so bad. I could see giving them a second chance but you just kept coming back for more despite what you describe as horrible service at every turn.
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Paymore And Shenanigans
Posted by Drpitlikeitsscot on 04/13/2014
JOHNSON CITY, NEW YORK -- Where do I start with my rant about Raymour and Flanagan? 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 Flanagan 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.
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I Was Very Satisfied And Pleased With The Manager At Raymour And Flanagan
Posted by Miriamschiffer on 04/11/2014
I was very happy with the manager at Raymour and Flanagan. She was
understanding and empathetic. She understood what I wanted and
helped me choose a new mattress. I really appreciate the professionalism that you get from Raymour and Flanagan. I will only shop there.
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Endless Runaround Til You Give Up From Exhaustion Customer Care Policy
Posted by Joycemay2 on 06/21/2013
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 lay 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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The Worst Ever
Posted by Mharbin10 on 06/05/2013
I purchased a bed it was put together very badly I have to fix it once a week and it broken because they use plywood to hold the box spring and mattress up.
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From Vladimir Kagan to a Raymour and Flanigan Leather Recliner Wow!
Posted by Melanieradley on 05/07/2013
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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