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 3 months 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. ** 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 **, 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... ** never called back! On December 16th I spoke to ** 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, ** 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 3:15 pm I called the Middletown office, spoke to ** as told they are behind, she assured me the chair was to be repaired today! 4:50 called, again to see the status ** said they are “jumping around” in their scheduled times and they are 2 hrs behind schedule. By 8:00 pm 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.
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.
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!!!!!!
LANGHORNE PA, PENNSYLVANIA -- My recliner is just over one year & I noticed when someone sat on it that the bottom of the back went down in proportion to the front. After turning it over I saw that there was one piece that was missing. On the bottom of the wood part of the chair are 6 holes where this one is missing from. This part just snaps into the round plastic piece which allows the chair to spin.
After speaking to the manager of the Oxford Valley Store in Langhorne, Pa she told me that since I had the chair for over a year that it was out of warranty and would need to send a technician out to the house for $45.00 to fix it. I can pop the piece into the empty hole myself. The missing piece can't cost more than $2.00. Yet they will not send it to me. She tells me that they would not know what part it is unless the tech. came out.
You mean to tell me that they do not have the spec's for this item so they can order the part after the tech. comes to the house? How do you think he will know what to order then? Maybe he has a crystal ball. I have brought furniture from Raymour & Flanigan before. They had to come out and fix my couch. That tech ruined the fabric & they had to deliver me another one. That one had to be fixed also. The lounge chair that is a part of the set is squeaking & I believe that the wood frame is cracking. My husband weight is 160 & I am 140 (not heavy enough to crack the furniture.
"You're number one with us". "Our customers are not dependent upon us we are dependent upon them". What a bunch of crap. I have a bedroom set from Mealey's. It was ten years old when I needed some plastic pieces for the underneath part of the draws. They mailed them out to me along with extra ones no questions asked. What a racket they have going on. Great for return customers!
Here is what really bothers me. The piece is large just a bit smaller than a golf ball. It had to be delivered to us that way because there is no way that we could have walked by it without seeing. The store manager thinks that I should have known this at the time of delivery. Who turns their furniture over? We don't. We may move it to vacuum but there is no reason to turn it over unless it needs to be repaired.
Had a new couch delivered in the summer of 2009 and it came infested with fleas. It was delivered from the Queens, NY warehouse. Their customer service would not pick up - I had to have people remove the couch and then rip all apart so no one else would take the couch. They would not even give me a refund if I did not have the couch removed on my own.
My living conditions since August has been terrible. I can't seem to get rid of these fleas. It was a brand new apartment that I moved into that was totally clean. They are a totally awful company, and everyone that I come into contact with I let them know what kind of furniture that they deliver.
YONKERS, NEW YORK -- Showroom Manager Jason ** and sales consultant James ** at the Yonkers NY store were very patient and courteous with my cousin as she decided which mattress set to purchase. They were incredibly knowledgeable, down to being able to rattle off mattress depth and length, and appropriate linen measurements to use. I highly recommend making an appointment with them to make sure you get a professional, knowledgeable and patient sales consultant.
NANUET, NEW YORK -- I was very happy with the manager at Raymour and Flanigan. 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 Flanigan. I will only shop there.
STATEN ISLAND, NEW YORK -- Purchased two office chairs two months ago. One arrived broken and I'm still waiting for a new one. They told me the part is in China and there is nothing they could do about it. They took my money fast and now they are playing me. Very bad customer service.
NEWINGTON, CONNECTICUT -- I was shopping for 3 bedroom sets for my children. I have looked at Pottery Barn, Macy's and R & F. I was very clear and told my sales man I was comparing quality and how much do I get for my $, that I was shopping around. He said not a problem and after spending some time with me in a empty store I had a list of furniture. I told him I would go home and talk over with my husband, the salesman said to hold the price he needed some information, which I gave him with trust.
7 days later I received a Wells Fargo Credit Card in my husbands name, who never came to the store, we never signed anything, and the following day they called to schedule a delivery for furniture I never purchased. The salesman said to me on the phone, you said you would return....I said and since I didn't wouldn't you assume I was not interested, so you take it upon yourself to order furniture for me? They are a joke.
I ended up getting a better deal with Pottery Barn and of course much better quality.