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

  Route 104 East Oswego, NY 13126

• 

  Raymour & Flanigan Furniture (All NYC, Mid-Husdon, and Long Island locations)

  756 Vassar Road Poughkeepsie, NY 12603

• 

  Raymour & Flanigan

  112 Kasson Road camillus, NY 13215

• 

  Raymour & Flanigan

  2685 Walden Avenue Cheektowaga, NY 14225

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:06/10/2025

  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.

  I bought a recliner living room set in 2023. I purchased the platinum protect plan for $339.95 for 5 years.
  Last year a repair man came out to my home without incident & was successfully able to remove the old USB port and installed a new USB port.
  However, on Saturday I called the service department in the regards to the no show for the repair of one of the bonded leather recliners within my living room set. I was connected to a Mr. E***, who is located in Queens, NY (Middle Village). This service center is approximately 50 minutes to my home in Yonkers, NY with traffic. One of the messages I received stated the technician would be at my home for the repair between 8:45 am - 10:45 am.
  Mr. E*** is in Queens, NY (middle village) at the service center, within Raymour & Flanigan. I told him the scheduled technician did not show up between 8:45 am -10:45 am or
  12 :45 pm - 3: 45 pm. Mr. E*** told me my scheduled repair was cancelled, by his colleague Mel, without any notice to me from, Flanigan. Additionally, he stated he would take this up on Monday. He read my cell phone number to me verbatim. He said he wouldn’t be in until the afternoon, however, he called me at 11:06 am 6/9/25. We spoke 2 minutes, in which Mr. E*** offered to exchange my recliner with a new recliner. He told me that I would have to pay for shipping and handling. I told him that I paid to have the platinum protection plan in which my recliner is to be repaired not replaced and as a customer, I should not pay shipping & handling that I have already paid for two years ago. Mr. E*** tried to give me an ultimatum over the phone. I asked him to put what he said to me over the phone in writing. He said that he would write up before the end of the day. I checked my email from Raymour & Flanigan several times this afternoon and this evening. Mr. E*** sent no email to me. He along with Raymour and Flanigan continue with their unprofessionalism as well as bad business.

  Business Response

  Date: 06/17/2025

  Good afternoon,Our leadership team has contacted our customer, and we will be exchanging their item on 6/21.Thank you,Customer Care

• Initial Complaint

  Date:06/09/2025

  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.

  We purchased a 3-piece sectional from Raymour & Flanigan at 1961 Broadway, New York, NY 10023 on May 24, 2025 for a total of approximately $5,301.56 using a Raymour & Flanigan store credit account. We were clearly informed by the salesperson that the sectional set would have 3 power recliners — and the salesperson also asked his colleague to confirm that it included 3 power recliners, which was verbally confirmed in front of us. We were also told that our financing would be for 36 months at 0% interest.
  
  On May 28, 2025, two of the three pieces were delivered. After a couple of days, we realized that only one of the delivered pieces included a recliner — the other had none. We were later informed that the third piece (scheduled for delivery in July) includes only one recliner, meaning the full sectional would include only two recliners, not three as promised.
  
  Additionally, the financing was incorrectly processed as 12 months at 0%, not the 36 months we were told. Raymour & Flanigan’s website (still active as of June 2025) advertises 72 months 0% interest financing, which was never offered to us.
  
  When we raised these issues with the store, the manager told us canceling the order would result in a 30–40% restocking fee. We have found no documentation or policy that supports this fee.
  
  We have withheld scheduling delivery of the final piece while these issues remain unresolved. We are requesting that Raymour & Flanigan:
  
  Cancel the order without restocking fees or penalties.

  Business Response

  Date: 06/10/2025

  Good afternoon.Our leadership team has talked to our customer. They are reselecting this weekend with a restocking fee.Thank you,Customer Care

• Initial Complaint

  Date:06/06/2025

  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.

  We bought a ******* sectional a few weeks back. It was smaller than expected, and we needed more furniture in the room. So we went back and ordered a ******* Loveseat to go with it. Both only had one color option and were Portman.
  
  When the loveseat arrived, it was a different color.
  
  I called, and they advised that the sectional was smoke gray and the loveseat was gray. I told them that that didn't make any sense and to have someone call me to discuss options. Why would furniture in the same family with only 1 color option have the Sectional be smoke gray and the ******* chair/ loveseat all be gray?
  
  Someone called me on Weds 5/28. I told her I did not want to go back into the store to pick something else out- I had already ordered swatches and done a full research process. I asked her to escalate. She advised someone would call back within a few days. I didn't hear back on Monday 6/2, so I called again. They told me they saw the note, but would re-escalate and someone would call me by end of day. No one called. So I called again on Thursday 6/5. She put me on hold trying to get an escalation and couldn't. So she assured me she escalated and someone would call me before noon. No one called me.
  
  I refuse to call and navigate the circular "press option 7, press option 2, press option 1...which just loops you around for 15 minutes until you trick it to talk to a human again. I'm asking for a resolution. I recommend either refunding me the loveseat, or giving me a gray recliner to blend in the color difference. I'm really disappointed in the level of customer service I've received this far and I'm very close to just asking to return it all otherwise.

  Business Response

  Date: 06/06/2025

  Good morning,Our leadership team contacted the customer and reiterated our previous offer to return the items or reselect new merchandise. The customer declined this option.We also offered a $250 gift card as a gesture of goodwill, which was also declined. The customer instead requested free furniture to blend the existing colors, which we are unable to accommodate.The customer's account has been notated accordingly, and they are welcome to reach back out should they change their mind.Thank you,Customer Care

  Customer Answer

  Date: 06/06/2025

  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.
  
  Complaint ************* BBB indicated the business offered a return and a refund. This is not correct. If I was offered a refund, this would have been acceptable. I was offered a $250 gift card, where no further furniture purchase is required.
  
  Regards,
  
  ******* ******  

  Business Response

  Date: 06/06/2025

  Good afternoon,We’ve carefully reviewed our customer's concerns and provided all available support. At this time, we will not be able to offer any further resolution. Thank you,Customer Care

• Initial Complaint

  Date:06/04/2025

  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.

  Name of Product; ****** Power Recliner
  Cost of Product or Service $1,285.08
  Method of Payment CREDIT
  Raymour and Flanagan, W. Ridge Road Rochester NY 14626
  
  Purchased 9.11.24
  
  Explained to Cheryl (sales rep) that I wanted to buy a Recliner. I explained that I had a bad back and would be sleeping in it most nights. Without hesitation, she recommended this chair and sang its praises for back pain and sleep. Naive, I believed her. It is like sitting/reclining/sleeping on WOOD. Service has been out twice and deemed nothing was wrong with it. Therefore,
  non-refundable/non-returnable/non-exchangeable. I suggested the service rep(s) sit in it to feel my
  pain. Both service call reps refused to do so and only took pictures(the wood is not visible; it's felt in use). $1200+ for a LEMON. I have only bought furniture from this location in the past; now a Senior Citizen on a very tight budget and STUCK.
  
  Complaint Date 2024-12-11
  Person contacted Cheryl - sales rep - in person
  Job title Store Manager - on phone twice
  
  Nature of response: Cheryl stuck to her recommendation of the chair. Store
  Manager said there was nothing he could do
  Date of response 2025-06-01
  
  Looking for refund of the item itself. $949 plus tax
  
  Serial SKU: ********* **TJ from Brookfield CT (Raymour and Flanigan) contacted me April/May '25. TJ wanted to resolve this and understood the situation. His confidence declined quickly without support from his superiors. TJ has offered $225 toward a new one. I want a full refund from Raymour and I will re-purchase another Recliner from them. They must pick the LEMON up as well, as I have been unable to sell it on my own and cannot move it. They can make this happen, if they want to !

  Business Response

  Date: 06/11/2025

  Good afternoon,Our leadership team reached out to our customer a left a message to assist.Thank youCustomer Care

  Customer Answer

  Date: 06/12/2025

  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,
  
  ******* * *******
  **Raymour will refund entire chair cost + taxes. I will go to Raymour @Eastview within 2 weeks to purchase another item. They will pick up the old Chair upon delivering the new purchase.  I can use the Raymour GC upon purchase as well. Per the conversation with Raymour # ###-###-####.  June 12th @12:41 p.m.. Thank you !

• Initial Complaint

  Date:06/02/2025

  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.

  I placed an order instore - i dealt with michelle over the phone she was superb but she wasnt in when i came in and i dealt with her coworker. I brought in pricing from online stores and one brick and mortar. I saw where other customers raved about your price match guarantee. The manager told me they only match certain stores but online customers advised this is not true. Also the rep who wrote my order said they would put a rush on my order and call me during the week to let me know if its possible. I havent heard anything please help

  Business Response

  Date: 06/11/2025

  Good afternoon,
  Our leadership team has reached out to the customer and confirmed that their items are scheduled to arrive this month.
  We would be happy to look into a possible price match. To proceed, we kindly ask that the customer provide a copy of the advertised price for our review.

  Thank you,

  Customer Care

  Customer Answer

  Date: 06/17/2025

  i spoke to sales person super helpful just awaiting call back from him - he mentioned my order should be in today - just waiting call back - i emailed pictures to l f******* who is going to research and call me back
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/01/2025

  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.

  On May 24, 2025 I purchased a power lift recliner at the R and F in Dewitt, NY. I have a serious neck and back issue- cervical stenosis and degeneration of 4 of my cervical discs- so my wife and I shopped for two separate days to choose the recliner. After it was delivered to our home, I found that it was not the same as the one in the store in terms of its comfort, and called to exchange it. It has not been sat in even once for longer than a few minutes but I was turned down by the manager.
  In addition, I was not told that there was a no return policy- the person I spoke to, Jason, said it is on the invoice right above where we signed. I said yes, but no one told us that. It doesn't seem right that there is a new chair in our house that can't be used. We would pay for them to come get it, and then use the money for an exchange. They aren't losing money because we would probably end up with a more expensive chair! We want to exchange the chair or get a refund. Thank you.

  Business Response

  Date: 06/06/2025

  Good afternoon,Our leadership team reached out to our customer. He is reselecting a new chair this weekend.Thank you,Customer Care

• Initial Complaint

  Date:05/30/2025

  Type:Delivery 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 a mattress back on May 8. I was told during checkout that it's a special order, but was told I'd have the mattress in a week. I was told someone would call me in a few days to schedule the delivery. I waited a week for that call, never came. So I called the store and was told it was marked as unscheduled, and I scheduled the delivery for the 24th (2+ weeks since purchase). Thursday night I paid an acquaintance to disassemble my current bed and remove it. The next day, I paid an acquaintance to build a new headboard for the next mattress but then that night, the night before the scheduled delivery, after I received confirmation from Raymour and Flanagan about the delivery timeframe, I get a call saying it's not here and won't be delivered. I'm offered a $200 ********** gift card for inconvenience. I am told the new mattress will be delivered the following Saturday, May 31. Thursday I receive a call saying again the mattress is not in and will not be delivered. I'm now being told it will come in Monday and can be delivered Tuesday. Well, my husband and I both work full time. No one will be home Tuesday. I'm offered now a Raymour and Flanagan gift card, however I am very unlikely to purchase from here again. I have asked to speak to a store manager and am waiting for a response. I have been sleeping on the floor for over a week now, and have rearranged my work and childcare schedule twice. I also have received no gift cards but this entire situation is unacceptable for a $6000 purchase.

  Business Response

  Date: 05/31/2025

  Good afternoon,Our leadership team reached out to our customer today. We are waiting for the Vendor to call us with an accurate eta.  We told our customer we will be in touch as soon as he calls us back.Thank you,Customer Care

  Customer Answer

  Date: 06/01/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that while this resolution not exactly what I wanted, I am a reasonable person and appreciate that a knowledgeable representative has finally contacted me with an alternative option if the vendor does not follow through, which overall is satisfactory to me. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:05/29/2025

  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.

  When delivering a bedroom set, the delivery person hit my newly painted ceiling and gauged the top … I’ve been trying to get it fixed, filed a claim, sent the invoice, called multiple times and no one will take care of this

  Business Response

  Date: 05/30/2025

  Good afternoon,We are sorry to hear of this delivery experience. We will have a member of our leadership team reach out to assist you.Thank you,Customer Care

• Initial Complaint

  Date:05/29/2025

  Type:Delivery 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 several items from on February 15, 2025, including a bed, two pillows, a rug, and three sheet sets. I received all items except one of the sheet sets.
  
  I contacted an agent regarding the missing item, and he informed me that he was looking into the issue. However, I later learned that the agent was relocated to another store, and I have not received any further updates.
  
  I attempted to follow up by calling the store multiple times. Each time I was placed on hold and then disconnected without speaking to anyone.
  
  Desired Resolution:
  I am seeking either delivery of the missing sheet set or a full refund for the item. I believe this is a reasonable request, given that the item was paid for but never received.
  
  I am submitting this complaint in hopes of a prompt and fair resolution.

  Business Response

  Date: 05/30/2025

  Good afternoon,We apologize this item was not delivered. Our vendor is currently out of stock. We will be refunding ** **** the amount of $299.41.We will also be sending you a $100 gift card for the inconvenience.Sincerely,Customer Care

• Initial Complaint

  Date:05/29/2025

  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.

  We purchased a ****** Power Sofa, Love Seat, Recliner and the 5-Year Platinum Protection Plan for each from Raymour & Flanigan. The Sales Representative sold us hard on the Platinum Protection Plan because it would cover "everything" in those 5 years. The purchase was made at the Wilkes-Barre, PA store on 8/20/2023 (Order Number ***********, $4,338.27) with Delivery on 8/27/2023. We have also since purchased additional furniture from this location.
  The Power Sofa (SKU *********) polyester fabric weave itself has ripped and come apart in several locations in less than 18 months.
  We submitted a Service Claim on 4/01/2025 and, after not receiving a response, we submitted a second request on 4/16/2025. We provided the requested photos including close-ups. R&F Service responded via text on 4/23/2025 as follows: “The issue is not repairable. No further action is required. If you have any questions, contact your local Customer Service Center.”
  This repair should clearly be covered under the Platinum Protection Plan as "Rip and Puncture". The Plan section entitled “Service Under the Plan Will be Performed as Follows” for “Furniture” states:
  “4. If stain removal or repair is not possible, we will replace the stained or damaged piece of furniture with the same model.” I contacted the Customer Service Center via Chat and requested that the Sofa be replaced. I received pushback because the Sofa was "out of warranty" and then had to educate the Representative on the Platinum Protection Plan. They then claimed that the fabric was ripping and coming apart due to "wear and tear". I disagreed and asserted that no living room furniture, only utilized by 2 people, should experience this damage in only 18 months. The Representative only suggested that I resubmit the Service claim with the same photos, which makes no sense, but would not assist me further with escalating the replacement request within R&F.
  We are simply requesting that the Power Sofa (SKU *********) be replaced.

  Business Response

  Date: 05/29/2025

  Good afternoon,In order to expedite a resolution for our customer, can we please have a picture of the damaged area on the sofa? Please include and overall photo as well.Thank you,Customer Care 

  Customer Answer

  Date: 06/02/2025

  Better Business Bureau:
  Reference Complaint ID ********I have attached a .zip file of the photos requested by Raymour & Flanigan.  I could not find a way to simply Reply to the BBB or R&F message with the attached photos so I chose "Reject".  Please let me know if there was a more appropriate way to respond.Thanks. Regards,
  **** *******

  Business Response

  Date: 06/06/2025

  Good morning,
  Thank you for the photos. We contacted our customer and offered a platinum reselect for the items. We also provided our contact number and are now waiting to hear which store they would like to visit for the reselect.
  Thank you,

  Customer Care