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Business Profile

Furniture Stores

Raymour & Flanigan

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Furniture Stores.

Complaints

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

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Raymour & Flanigan has 122 locations, listed below.

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    Customer Complaints Summary

    • 814 total complaints in the last 3 years.
    • 237 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      am writing to formally dispute the handling of my claim under the Platinum Protection Program regarding my sofa with a damaged frame. I filed a claim], expecting that, as per the terms of the program, the sofa would be repaired or replaced due to the structural damage. Unfortunately, I have not received a resolution, and the situation has been worsened by poor communication from Raymour & Flanigan.
      Specifically, I have experienced the following issues:
      • Several representatives hung up during calls or failed to return my calls in a timely manner.
      • I was inaccurately informed that I had created multiple claims, despite following the correct procedures.
      • This lack of communication and confusion has delayed resolution of my valid claim.

      Given the circumstances, I respectfully request that Raymour & Flanigan honor the terms of the Platinum Protection Program and replace the damaged sofa. The protection plan does not say sofas are not covered.
      They only want to cover the casing for cushions since the last person was unable to remove stains and had to call again after returning from military duty

      Business Response

      Date: 01/08/2025

      Good Afternoon,

      We spoke with our customer this morning. We are going to order
      casings for one sofa and exchange the other sofa with the frame issue. 

      Thank you

      Raymour & Flanigan

    • Initial Complaint

      Date:01/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 furniture from Raymour and flanigan outlet with a 5 year protection plan. The material on the reclining sofa and the reclining chair is ripping. Also the the reclining Function on the chair is broken and on one of the seats of the sofa. I filed a claim to get the furniture either repaired or replaced. I was finally contacted by the replacement company from Raymour &Flanagan. And they sent me an email saying they're only going to credit me 50% which I find unacceptable. I ask to speak to someone and they said they don't cover ripping material. And that's not what I was told when I bought the furniture and the protection plan.And that's not what was advertised online.I would like my full credit to replace my furniture.Or I would like my cash back to go to another company.

      Business Response

      Date: 01/10/2025

      Good afternoon,

      Our leadership team reached out to our customer and offered to refund the customer's platinum plan in full.

      Thank you

      Raymour & Flanigan

       

    • Initial Complaint

      Date:01/03/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Date of Transaction - 11/24/2021.
      Customer #: ********** Purchased Reclining Power Sofa and Dinning Table set along with other furnitures from Raymour & Flanigan. They sold us Platinum Protection plan coverage for 5 years with lot of selling points.
      When the Sofa & Dinning table started to damage in 2023 raised the claim immediately. Bought in Nov 2021 and damage started from 2023. Their technician came and didn't do anything but told us to wait till the next year for replacement. Though we asked for repair, we were told to wait and get replacement. Raised the claim in 2024 for same Sofa and Dining table. Their technician came and said to us more damages, their management team will revert back. Have to chase through customer service phone number finally said that nothing can be done using Platinum Plan. Reason given - Accumulative & Excessive Damages. Our claim was denied and no one is ready to talk.
      Platinum protection plan was sold to us to cover such damages due to food, cuts or burns. We never expected such a big furniture store could able to do this by selling the protection plan and not accepting any claim.
      Expect to get the replacement of Sofa (SKU# - 200475401 & 280475407), Dinning Table (SKU#700057107,721057102,721067709(4 chairs))

      Business Response

      Date: 01/09/2025

      Good Afternoon

      We have reached out to our customer and asked for overall photos to assist.

      Thank you

      Raymour & Flanigan

      Customer Answer

      Date: 01/15/2025

      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. 

      Raymour team is working with us.  Will update today.





      Regards,



      ********* *********








    • Initial Complaint

      Date:12/31/2024

      Type:Product Issues
      Status:
      Answered
      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.
      The mattress that they sold me is super bad within a year and a half it turned into a boat so it’s kind of it has a huge dent in the middle. I have a bad back and The mattress was supposed to be lasting for at least 10 years and be firm and im not a big person I’m pretty light and I have Bought this mattress as a super extra firm and that mattress misreprentation caused my heakth issue get worse . and first of all it wasn’t even firm but now with that dent I turned the mattress twice already and I don’t even spend a lot of time on that mattress so I know the mattress is covered by warranty. I don’t know if it’s the design of that mattress or it’s just an extremely low quality I paid more than $1000 for that queen mattress . It was the only extra firm mattress for that price so I need somebody to get back to me and solve this issue either or get another mattress. I don’t mind paying the difference for a better mattress or fix this mattress.

      Business Response

      Date: 12/31/2024

      Good afternoon,We would be happy to set up a service for our customers mattress. She can call * *** *** ****. We will have a technician come out to assist and inspect the mattress.Thank you,Raymour & Flanigan

    • Initial Complaint

      Date:12/30/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 a recliner chair on dec 16 2024 , the chair is defective , the remote does not work and the store is ignoring my complaints and the manager , the CS person hung up on me several times I am an 88 year old handicapped person and I use the chair for sleeping and sitting.
      the chair broke down on dec 20 2024 and i have no place to sit or sleep. i am under tremendous stress to get this resolved and the store is indifferent to my pleas for help.

      Business Response

      Date: 12/31/2024

      Good afternoon,Our service department reached out to our customer; she has a service this Friday to fix her chair.Thank you,Raymour & Flanigan

      Customer Answer

      Date: 01/13/2025

      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.

      Consumer called BBB and said that the matter hasn't been taken care of and the business needs to contact her.

      Regards, *** **********

      Business Response

      Date: 01/14/2025

      Good afternoon,We have called our customer two more times, and they have hung up on our associates.She may call back when she is ready. No further action will be taken at this time.Thank youRaymour & Flanigan

    • Initial Complaint

      Date:12/27/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 a bedroom set and a living room set from Raymour and Flanagan. I have filed several service appointments concerning discoloration of the bedroom set, chipping and 2x’s the drawers on the dresser have broken. The sofa and love seat are white and the arms on all the sofas have turned yellow. I have made several attempts to have the items serviced or replaced. Every time they give me an appointment they cancel or they send someone out and they have to submit a report for another service appointment. Problem still remains unsolved, nothing fixed.

      Business Response

      Date: 01/02/2025

      Good afternoon,Our leadership team has spoken with our customer. She
      is sending in updated pictures of her sofa and loveseat to show the change of
      color in the fabric. The dresser handles are being replace out on 1/4/2025, she
      is aware of the service schedule.Thank youRaymour & Flanigan

    • Initial Complaint

      Date:12/24/2024

      Type:Customer Service Issues
      Status:
      Resolved
      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.
      Purchased 12-07-2024. Doc.# ***********. Cust. # *******. Protection Plan #*******. SKU # for chairs. *********. SKU # for table top ********. Called for service because of damage to table top and 2 chairs that we noticed #2 hours after delivery. Product came to us damaged. Table top has a chip on the edge of table top—one chair did not sit level on the floor—one chair had a mark on the buttermilk finish and when rubbed off by us it now has a white ‘paint undercoat showing. We in all good thought we were buying newc furniture—not a damaged set. The sales person guaranteed us that we were buying furniture not the set on the floor that was damaged. Our protection plan has been a nightmare. Service came to,our home—hammered the chair to level it—it now crunches when we sit on it. The putty on the chip of the table did not stay in. After numerous calls to the claim dept., service dept., their solution was to make another service call to our house. This is not acceptable!!! We felt violated…we felt treated like old people who do not know anything. Simple solution to us is—just replace originally damaged table top with a new one—replace 2 chairs with new ones not damaged. We are not going to have another service!!! We have has enough!! Both phone numbers on our original sales order are incorrect due to typing errors. Cell phone should be. ###-###-####. Home phone is ###-###-####. This makes it impossible for anyone to find our sales order!

      Business Response

      Date: 12/26/2024

      Good afternoon,
      We are sorry for this experience and have partnered with local leadership to reach out to our customer to assist within the next 72 hours.
      Thank you
      Raymour & Flanigan

      Customer Answer

      Date: 12/27/2024

      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:12/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We bought a power recliner in 2017 and the motor actuator broke on 12/15/24. The manufacturer of the recliner (*********) has a lifetime warranty on the recliner mechanism. We called Raymour and Flannigan and were told that they cannot get the parts and the "lifetime warranty" was only good for seven years. According to the manufacturer of the motor actuator's website, they still make replacement actuators. And since when is a "Lifetime" warranty only good for seven years.

      Business Response

      Date: 12/26/2024

      Good afternoon,We are sorry for this experience and have partnered with local leadership to reach out to our customer to assist within the next 72 hours.Thank youRaymour & Flanigan

      Customer Answer

      Date: 12/27/2024

      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.
      .] How is something out of warranty when it is a lifetime warranty. I don't need a gift card to buy more problems from this store. Reimburse me the $100 I paid for the replacement part myself.

      Regards, **** ********

      Business Response

      Date: 12/27/2024

      Good afternoon,Our leadership team has contacted our customer. He is going to be sending us an email with the link for the part that
      he is certain is what he needs. We will order it for him and send a technician
      out to install free of charge.Thank you,Raymour & Flanigan

    • Initial Complaint

      Date:12/20/2024

      Type:Billing Issues
      Status:
      Answered
      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 paid monthly payment ontime after purchasing the furniture. I purchased furniture on 07-03-2024. NO INTEREST W/36 EQ PMTS on Jul 03 2024 to Jul 07 2027 Credit $3304.18, equal monthly payment was approximately $92 ($3304.18/36) ( see attached file 'Raymour & Flanigan order on 07-03-2024').

      But they charged twice (see attached statement 'Raymour July, 2024'). They corrected the twice charges (see attached statement 'Raymour August, 2024) but they did not correct the monthly payment $180. I called them several times from August, 2024 to December, 2024. Always, they mentioned it will be corrected next month. It never corrected. I have attached all the statements for your references.

      Even though I paid monthly $100 ontime instead of $92, they charged $80 late fee (see attached statement 'December Raymour, 2024'). They also repoted to credit bureau as a delinquent account on December 12, 2024. As a result my score went down to 100. Please let them request to correct my credit report.

      Business Response

      Date: 12/20/2024

      Good afternoon,Our customer is financed through ** ***** We would not have access to his account due to privacy laws. Please contact them at 1 *** *** **** to assist in any billing discrepancies or questions.Thank youRaymour & Flanigan.

      Customer Answer

      Date: 01/23/2025

      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.  Please see the attached file from ** Retail Card Services received on 01-22-25. Please coordinate with ** and stop sending this kind of false letter even though I am paying every month $100 in davance before the final payment date.Regards,

      ****** *********

      Business Response

      Date: 01/23/2025

      Good afternoon,Our leadership team already left our customer a voicemail
      with our contact info requesting a call back to discuss the updates ** made to
      the customer’s account. We look forward to answering any other questions he may have.Thank you,Raymour & Flanigan  

    • Initial Complaint

      Date:12/13/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 filed a claim for repair of my couch under my platinum protection plan. A service technician came out, took photos, was not able to repair my couch, and left stating the company would be in contact. The company called me stating the couch is not replaceable because the couch was too damaged and that I did not report the damage when it happened. I called as soon as I noticed it. Between my call and there service it became more damaged. I am looking for my couch to be replaced under there protection plan because the frame and integrity of the couch is damaged. It is only right that they stand behind the product that they cell to consumers. I paid for the protection plan and they are not standing by there word.

      Business Response

      Date: 12/17/2024

      Good Afternoon,Our customer has been offered a reselect of this item under the platinum plan and may make an appointment to reselect in her local store.Thank you,Raymour & Flanigan

      Customer Answer

      Date: 12/17/2024

      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,

      ******** *****

    Raymour & Flanigan is NOT a BBB Accredited Business.

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