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, **, 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.
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 and 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 (**) 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.
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 having 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 their 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!
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 the store to speak to **, 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 **.
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 ** 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.
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.
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.
11757, NEW YORK -- I ordered a sectional sofa set and a king size bedroom set and the delivery set for 2nd jan wed between 12 and 4. We had an appointment with doctor for 4 o'clock. So I called them to check if they can deliver it at least by 3.30, The answer was they don't know where their driver is at that time and once the order is complete they don't have control on the delivery, for that we have to call their warehouse! The real problem is something else. They delivered the furnitures but they said they forgot to bring the brackets to fix the mirror to the dresser and they promised to bring and fix the mirror next day morning!
I'm writing this 8 days after the delivery but nobody turned up. I have a 14 month old baby and this big mirror they kept against the wall, and today its almost fell on him. So I called them to find out what's happening. I called the store which I bought this things which is on route 110, farmingdale in ny, a lady picked up, I told her the whole story.
She put me in hold after 2 min she came back and asked my ph# to pull my record from the file, which she should have done first time. Again put me on hold after 2 min she asked me what's the problem really! She kept me on hold without even understanding my issue! Then again on hold this time its for 5 minutes, came back and told me that they'll parcel the bracket to me and I have to fix it myself!
I said no they promised me everything will be delivered and installed in proper place. Then she put me on hold again after five minutes another lady came online and asked me how can she help me! I asked her back "do I have to explain everything to you again"?
Then went on like that but they didn't solve my problem. I am still waiting for them to call me back which they promised to do. My advice is to not to go there, look at the way they treats me after spending $3500.00 There not a week ago. All I got is pieces of furnitures in my home which even may harm my son. I think everything is too expensive there than outside too. I will never shop from there again nor I will allow my friends and family to do so too.
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, **, 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.
YONKERS, NEW YORK -- Please do NOT buy furniture at this store. I purchased a mattress from this store and was told if I opened up a store credit card that I would get no interest for one year. When I received my credit card statement a few weeks later, I found interest was added and would be charged until my balance was paid off. I called the bank who issued the card who then told me to contact the Raymour and Flanigan corporate office. I then contacted the R&F corporate office who then told me to contact the store where I purchased the mattress from which was the Yonkers location. This is where the shadiness of this company begins.
When I contacted the Yonkers location I was put on hold about 4 times from the secretary who can barely speak good English. I was then transferred to the salesperson whose name is ** that sold me my mattress. He became VERY IRATE with me when I explained my situation TO THE POINT WHERE HE WAS YELLING AT ME. I then asked to speak with the manager. I then spoke with the manager whose name is **. ** told me he would call me back to straighten out the situation.
I received a phone call a few hours later from the Yonkers store stating they could fix the no interest problem but would need to add a $185.00 charge to the account in order to remedy the situation. This company scams shoppers. Please do not shop at this store. You cannot return their mattresses and they scam you with opening up their store credit cards.
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.