Complaints

This profile includes complaints for Raymour & Flanigan's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Raymour & Flanigan

  7230 Morgan Rd Liverpool, NY 13090-4535

• 

  Raymour & Flanigan

  70 Raymour and Flanigan Plaza Canandaigua, NY 14424

• 

  Raymour & Flanigan

  4000 Route 31 Liverpool, NY 13090

• 

  Raymour & Flanigan

  200 Route 17 North Paramus, NJ 07652

• 

  Raymour & Flanigan

  5084 Commercial Drive Yorkville, NY 13495

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/29/21 we purchased the ******* ******** sofa, love seat and recliner set. It was not delivered until October 2021. We were told at the time of purchase that everything that touches your body is leather, which we later discovered was not true. All of the foot rests are not leather and started cracking. We also purchased an extended warranty. We first contacted Raymour & Flanigan on 4/27/25 about the issue and sent pictures. They are saying the warranty doesn't cover cracking or peeling. The problem is we were lied to about the fact that the foot rests which also touch our body are NOT leather. That's why they are cracking. We would appreciate a replacement or refund.

  Business Response

  Date: 07/08/2025

  Good afternoon,

  Our leadership team reached out to our customer to offer a platinum refund or a reduced restocking fee.

  Our customer wants to think about it.

  Thank you,

  Customer Care

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  We don't think their offer was fair. We purchased this  set based on a lying sales pitch, which was that everything that touches you body was real leather, and it was not. If we knew all the foot rests were not leather we wouldn't have purchased it. The protection plan actually works for them since it doesn't cover cracking or peeling and the only places it happened on is the fake material. The refund they are offering is the amount we paid on the extended warranty which is $309.95 or an exchange and they keep 20% plus the $309.95 which is over a thousand dollars. So we would have to purchase another protection plan on top of the additional cost of another set. Anything comparable that they have is much more money. We didn't plan on having to buy a new living room set in just over 3 years. We even asked if they would offer a discount on a new set and they wouldn't.Regards,
  
  ***** *********

  Business Response

  Date: 07/10/2025

  Good morning,

  We're sorry to hear that the customer did not wish to proceed with either resolution. If they change their mind, they are welcome to reach out to us in the future. Their account has been notated accordingly.

  Thank you,

  Customer Care

• Initial Complaint

  Date:07/07/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 19, 2025 my husband Michael and I purchased a sofa $1439.96 and recliner $899.96 as well as a Protection Plan $269.95 from Raymour & Flanigan in Mechanicsburg PA. Within 3 months the fabric on the furniture was beginning to pill, get hard nubs and slough off. I phoned them to tell them of the problem and they sent a repairman to shave it. This is unacceptable because it will need done over and over which will thin out the material. The repairman was asked to tell the store that we wanted a different sofa & recliner. Not a refund but store credit. The voice mail message I received on 5/22/25 stated they would not exchange the furniture and that they would shave when needed. The protection plan only last so long. Within a 2 weeks of getting it shaved, the material was pilling and sloughing again. We did not ask for a refund but a replacement. If they are not willing to do that, then we want a refund. Thank you.

  Business Response

  Date: 07/09/2025

  Good morning,Our leadership team called our customer and offered a reselection at their local showroom.Thank you,Customer Care

  Customer Answer

  Date: 07/09/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Jerry in customer service stated that the Mechanicsburg store was notified that we were to select new furniture. He stated the store will contact us to make an appointment. As long as the store follows through with this plan all will be satisfactory. If they do not follow through we will file another complaint with the BBB. Thank you for your assistance. You are appreciated. 
  Regards,
  
  ***** ****

• Initial Complaint

  Date:07/02/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello,
  
  I purchased a sectional earlier this year. I immediately had issues with a few components being larger or smaller specially the cushioning. I contacted them and they sent over someone to recut the chaise. . This was insufficient and eventually the sent me a new cushion. During this time I also had an issue with one of the back pillows which is significantly smaller than the others. The same rep
  Came and blamed my cat for the mishape. My cat isn’t allowed on for afire let alone my beige couch. I sent several emails to corporate and was promised someone would get back to me after I sent a detailed letter explaining my disappointment and dissatisfaction with the warranty and how they are treating this situation. Not only was I insulted by the assumption my cat did this which was absurd if you see the photos. No one has reached out to me regarding this beyond so
  Some will get back to you. The last communication. Was in May when I was promised a response within 48 hours. I want a new back cushion that is all. This sectional has reviews complaint of the same issue. I have a warranty why is it taking so long for anyone to reach out?

  Business Response

  Date: 07/03/2025

  Good morning,

  Our leadership team left a message to offer a courtesy re-stuffing of the back cushion because the cushion is not available as a part order.

  Thank you,

  Customer Care
  
  

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my dissatisfaction with the purchase and subsequent warranty ineligibility of a recliner I purchased on May 23, 2025.
  
  Upon delivery, I quickly realized that the recliner was not a suitable fit for my body type. I immediately contacted the store to inquire about the possibility of an exchange. I was informed at that time that there was no return or exchange policy in place once an item had been delivered.
  
  Following this initial communication, I requested a service representative to assess the chair in person and understand my reasons for wanting to return it. It took over a week for a representative to contact me. I was then informed that an exchange could be facilitated if I paid 25% of the original purchase price plus an additional delivery fee. Due to budgetary constraints, I was unable to accept this offer and resigned myself to keeping the chair.
  
  On June 25, 2025, I contacted the store again to inquire about purchasing a warranty plan for the recliner. Given that the chair is electric and I intended to keep it, I felt a warranty would provide necessary protection. I was informed that I was ineligible to purchase a warranty as it had been more than thirty days since the original purchase date.
  
  I am disappointed with these policies. I contacted several other furniture retailers in the area, and they all offer a return window for customers who find that their initial purchase is not suitable. I believe the current policies at your store are not customer-centric and do not provide adequate recourse for customers in situations like mine.
  
  I would appreciate it if you would review my case and consider making an exception to allow me to purchase a warranty for the recliner. I believe this would be a fair resolution to the matter. If that is not possible I request a refund.
  
  Thank you for your time and consideration.
  
  Sincerely,
  ****** *********

  Business Response

  Date: 06/27/2025

  Good morning,We will have a member of our leadership team reach out to our customer to assist with her purchase.Thank you,Customer Care

• Initial Complaint

  Date:06/23/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased couch, bed, and table with 2 dinning chairs that come with the table.Spent a little under 6k. The bed is a split head mattress so sheets had to be ordered for that specific split head mattress. Ordered this beginning of June I had to postpone and redate do to painting and getting the bedroom ready. Received my bed and couch with no hitch. They brought in the table without the 2chairs. Said there was no chairs on the truck. Spoke with the delivery man’s boss and he said those chairs are on back order and I should have been told upon purchase. Table without no chairs doesn’t make sense to me..now the sheets were ordered wrong that do not apply to that bed.So here is where the fun begins. I called the store ask for my sales person Liz. She says I’ll call you back will do something. Calls me back and tells me I have to wait 2weeks for the chairs to come in and they will swap out the sheets meanwhile I need to buy a set of sheet so I can use my new bed which they way over charge me for the sheets that were wrong. Liz tried different angles to try and blame me for the problem. NOT HAPPENING. They did not try to offer me anything at all fo my extreme stress. All I did is walk in to purchase furniture and I got 6 thousand dollars worth of stress. I’m 67 years old and I’m tired of people trying to get over on us seniors. I want my 2 chairs and for compensation I want 2 more chairs and they can give me the correct sheets for free. This has been so stressful all because they don’t know how to make a customer happy.Anyone can sell something but it’s the backing and service that makes all the difference.. Thank you **** ********

  Business Response

  Date: 06/25/2025

  Good afternoon,Our leadership team reached out to our customer to assist.Thank you,Customer Care

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:06/21/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In sept of 2024 i purchased about $5,000 worth of furniture with a protection plan. Over the past 8-10 months. I have filed quite a few claims, for legitimate reasons that are covered in the plan. Raymour has decided they no longer want to deal with any of my claims and have offered to replace the furniture and charge me a $200 delivery fee and cancel my protection plan. I have offered to pay this delivery fee on my Raymour card and have been denied. But the bigger picture is, that this couch does not need to be replaced. They can come out and service it. But they would rather replace it. Cancel my plan and charge me more money. I have no understanding as to why this is what they want to do. Nowhere does it state how many claims are allowed. It only states the type of claims that are allowed. I fear they will replace my items with defective items and than I am out $5000 plus dollars. I have asked them to refund me the full amount of my purchase including my protection plan and they can take the items back. No response. I have requested that if I’m going to pay $200 delivery fee plus lose my plan I should keep the furniture I currently have as well. All I want to be honest is to have my items serviced per the protection agreement. If they can’t do that and want to replace them and chance my agreement charge me more money and remove the items I have. I would prefer that I am issued a full refund for my items. By check because I already paid off the Raymour card that I bought these items on.

  Business Response

  Date: 06/25/2025

  Good afternoon,

  Our leadership team reached out to our customer. They have an exchange scheduled on 6/30 with no delivery fee.

  Thank you,

  Customer Care

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Nobody from this company has reached out to me at all. I have not scheduled anything. I'm looking for a full refund since they are cancelling my protection plan because they don't like the amount of service requests I have had. This does not resolve my matter. I would like this fuly refunded to me. 
  
  Regards,
  
  ******** ********

  Business Response

  Date: 06/27/2025

  Good afternoon,  
  The customer has an exchange scheduled for 6/30 under her Platinum Plan, which includes free delivery. As the benefits of the Platinum Protection are being utilized, the cost of the plan will not be refunded.Thank you,Customer Care

• Initial Complaint

  Date:06/17/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 19th, I submitted a repair request for the leather sofa and coffee table I purchased at Raymour and Flanigan which was under platinum protection plan. I submitted photos of both. I scheduled a repair service appointment for June 5, 2025. On the day the repair person was to come, I received a voice mail stating technician called in sick. I contacted repair center and was told to resend photos, which I did. I rescheduled repair appointment for June 18. I received a text stating arrival time. Then, suddenly this afternoon on June 17, 2025 I receive voice mail from Ewan, Service Center Manager, stating that he was cancelling the repair appointment because the sofa and coffee table could not be serviced since it’s normal wear and tear. The leather sofa is discolored and cushions are wavy and the wood on the coffee table is separating and paint is chipping. This is not normal wear and tear! The Manager’s message and dismissal is unsatisfactory, especially since I purchased the platinum protection plan. The repair person never step foot inside my home to see these items in person and determine how it can be repaired. I don’t think it’s fair to cancel repair appointment without seeing the items in person. To be told these things are normal wear and tear is unacceptable. I want them to come to do the repair this time and stop cancelling repair appointments and giving excuses. If they determine it cannot be fixed, then I want them to honor the platinium protection plan.

  Business Response

  Date: 06/21/2025

  Good afternoon,

  We have partnered with our Service Leadership team to assist with our customers concerns and upcoming service.

  Thank you,

  Customer Care

  Business Response

  Date: 06/27/2025

  Good morning,

  Our leadership team offered our customer to reselect with a usage fee. Our customer is supposed to contact us with their decision.

  Thank you,

  Customer Care

   

  Customer Answer

  Date: 06/27/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Consumer spoke with manager and is satisfied.
  
  Regards,
  
  ********* *****

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Counter height table with stools set purchased 5/14/25 delivered 5/17/25. The table was delivered damaged with a two inch chip on the bottom support rail of the table and a smaller scratch on the table leg. We were told by the delivery guy that the damage must have happened when the table was put together in their warehouse. He then got a gray magic marker from the delivery truck and tried to color the chipped support rail to make the damage less noticeable. He said he would report this to the warehouse and someone else would follow-up. We then contacted Julie, the store Customer Care Mgr, who requested pictures of the damage. We sent the pictures and Julie said it was good we contacted her on the same day of the delivery and she would get back to us. We did not hear from anyone at Raymour and Flanigan for 10 days. We then attempted to contact Julie several more times with no response.

  Business Response

  Date: 06/13/2025

  Good afternoon,

  Our leadership team has left a message for our customer today to schedule her exchange.

  Thank you,

  Customer Care

• Initial Complaint

  Date:06/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a ***** *********** at Raymour and Flanigan and it dId not have enough support for my back issues. I paid for the warranty (which I now lost). I went in to reselect and finally decided on a ********** ***** ***** ****** * medium firm pillowtop. They called the next day & said it wouldnt be available for a few weeks, so I went with the **** **** ****** pillowtop, which was one that I considered because the manager told me she actually had the same one for years and it was a good
  brand. It felt supportive in the store.
  I received the mattress & it was fine
  - a little hard (to be expected) but no back pain. The issue with it was the law tag was missing. (Which is illegal & needed for the warranty). They sent me a new mattress a few days later and it does NOT feel like the first one OR the one in the showroom. Its way too soft. I have arthritis in my back & hips and cannot sleep on this mattress. I called the manager to explain the issue and she left me voice mail stating there's nothing she can do as I already used my reselect option. She said I should probably try to sell it & buy somewhere else. I'm not sure what's happening here- but I feel like I was not treated fairly. Now I'm stuck with a mattress I can't sleep on, out a warranty & $2000.00. I understand i used my reselect option but the 3 mattresses all have a different feel. The customer service is terrible & the mattress is sketchy. Not trusting this brand now. I'm not asking for my money back but I would like a replacement with the ********** ***** ***** * medium as I originally ordered.
  
  
  Show trimmed content

  Business Response

  Date: 06/14/2025

  Good afternoon,

  Our leadership team reached out to our customer and left a message.

  Thank you,

  Customer Care

  Customer Answer

  Date: 06/14/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
   

• Initial Complaint

  Date:06/10/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a mattress on line from raymore and flannign. The mattress was delivered without incident. They charged my credit card three separate times. I spoke with two individuals Anna and Penny both agreeing the overcharge. The money still has not been restored to my credit card as promised and no phone calles are being returned and promised. All I want is my credit card to be credited with the money before interest is acquired. Thank you

  Business Response

  Date: 06/11/2025

  Good afternoon,Our customer spoke to our local leadership and the refund has been processed.Thank you,Custome Care

  Customer Answer

  Date: 06/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The money was finally placed back as credit on my credit card this morning. I’d like to thank the BBB for all the help they gave to resolve this problem. Thank you
  
  Regards,
  ***** *****