Business Profile

Furniture Stores

Raymour & Flanigan

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Complaints

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

Customer Complaints Summary

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

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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:01/03/2025
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.
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:
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.
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:
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 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:
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 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:
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.
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:
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.
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:
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 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:
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 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,

******** *****
Initial Complaint
Date:12/12/2024
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 05/03/24 I purchased according to order no *********** in the amount of $3138.17 a ****** ***** mattress and the order included a free $300.00 gift card. I have not reveived the $300.00 gift card to this date. On 11/11/24 I placed another order with the number 11114p1buij for another *********** mattress in the amount of $2674.00. I talked and chatted to a Raymour & Flanigan sales person with the name Terry M**** at the Scranton Store with the phone number ###-###-####. I explained Terry that I did not receive the $300.00 gift card for my order in May and that this time I want to make sure I get a new gift card with new order. Terry placed the order manually with me while I chatted with him on the Raymour & Flanigan website. He told me that he will make personally sure that I will get that gift card. The order confirmation showed part number SKU ********* for the gift card in the amount of $300. I contacted Raymore & Flanigan twice about the missing $300.00 gift cards. I was told that they are working on getting one gift card to me. But I am promised two $300.00 gift cards: One for the order *********** and one for order ***********. If you go to Raymour & Flanigan's website today and try to purchase the same mattress online, the website says that a free $300.0 gift card is included. I think Raymour & Flanigan is lying about the free 300.00 gift cards. I like to get my gift cards or store credit in the amount of $600.00. By the way, I purchased before a mattress with Raymour & Flanigan on 03/21/23 according to order no *********** and it included as well a $300.00 gift card which I received over 9 months later. Again Raymour & Flanigan lures customers with free $300.00 gift cards and then does not send them or send them months later.
Business Response
Date: 12/13/2024
Good afternoon,
We have partnered with our leadership team to assist our customer. We will be reaching out directly to assist.
Thank you.
Raymour & Flanigan
Business Response
Date: 12/20/2024
Good Afternoon,The credit is under the customer's customer code and may be spent at any of our showrooms.The gift card does not have a tracking number and is coming by regular mail.If our customer has any other questions, they may reach out to us at 1 *** *** ****.Thank youRaymour & Flanigan
Customer Answer
Date: 12/23/2024
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:12/11/2024
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.
Bought a 5k couch set about 3 months ago with a protection plan. 2.5 months into owning the couches, one side of the large couch stopped working and it was stuck in the reclined position. I have filed claims to
The protection plan 2 separate times and have yet to receive a call back to come fix it. They say someone will contact me within 48 hours but I have not received any callback nor satisfaction. I’m disabled and use a wheelchair at times and because the couch is stuck in a reclined position and cannot easily get around the space. I called the customer service number too and no one is ever available. I’m so dissatisfied, upset and frustrated.
Business Response
Date: 12/13/2024
Good afternoon,Our customer currently has a service appointment. We have partnered with our local leadership to see if we can expedite a resolution for our customer before then.Thank you,Raymour & Flanigan
Customer Answer
Date: 12/16/2024
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 as long as they follow through with the service and repair.

Regards,

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

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Raymour & Flanigan is NOT a BBB Accredited Business.