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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

    • 811 total complaints in the last 3 years.
    • 238 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:05/29/2025

      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.
      I have been waiting for my mattress to be replaced and sofa from 1/7/25. I was told by rep that my mattress had been ordered already and after many inquiries about my order status (via texts, calls and store visits) and I continue get excuses why my mattress has not arrived, I want a solution and i need my mattress and sofa fixed.

      Business Response

      Date: 05/30/2025

      Good afternoon,

      Our leadership team reached out to our customer and offered a Platinum exchange scheduled for 6/2/25.

      Thank you,

      Customer Care

      Customer Answer

      Date: 06/03/2025

      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:05/28/2025

      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.
      My new couch from Raymour and Flanigan arrived after I purchased it online on Monday 5/25/2025. The couch is not as advertised online and is also not of the same quality as when I sat on it in the store for some reason. The couch was advertised as having a massage feature, and there is no massage feature, there is simply a flat piece of plastic with a thin wire in the seat back that lightly vibrates similar to an electric toothbrush. The cushions push against a hard metal bar. For 3800.00 you would think the couch would come as advertised, and I’m not sure what they did to the model in the store but it is definitely not the same as what arrived at my house.

      Business Response

      Date: 05/28/2025

      Good afternoon,

      Our leadership team left a message to assist our customer.

      Thank you,

      Customer Care

    • Initial Complaint

      Date:05/26/2025

      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.
      We purchased a sofa and 2 loveseats from Raymour and Flanigan in Freehold on 10/11/24 along with a 5 year protection plan. The loveseats have center console with a double sided, lighted control panel with six light up touch controls to adjust the reclining features. In November, the controls on one loveseat stopped working completely and we called for service. We scheduled a technician came out to repair the unit 2 weeks later. The evening before, the second loveseat also stopped working completely. When the technician arrived, we told him that the second unit also stopped working and he said his work order only said 1 unit and that's all he could fix. He flipped the loveseat over looked at the motor and everything was connected properly. He then flipped the loveseat back over and unplugged it for 30 seconds, plugged it back in and everything was working fine. He then unplugged the second unit for thirty second and that one started working fine.
      Around 1/23/25 my 11 year old granddaughter pushed the recline button and received a shock. When this happened it blew out 2 lights on the control panel. The next day it happened again on the second loveseat. We called for service and we and were given a service appointment for 2/12/25. On 2/12/25 the technician arrived and looked at the loveseats for five seconds and said that we needed new controllers.
      We called back on 3/20/25 to see the status. we were told that the parts was ordered on 2/18 and they could they 4-6 weeks. We called a few times after that and were told that the part was still on order. On 4/11 we were told that the part still had not shipped and they don't have an eta on when it would be shipped. I called again on 5/12 and were told that they were going to escalate it to the service manager. My wife also called the service manager that day and left a message about what was happening and we have still not heard back.

      Business Response

      Date: 06/05/2025

      Good afternoon,Our leadership team reached out to our customer and offered a reselect on his pieces due to the safety concern. Our customer states he will speak his wife and call back.Thank youCustomer 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 have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
      I would like the loveseats repaired. Raymore and Flanagan should not be selling furniture that they cannot repair. They didn’t have a problem selling me a warranty that they couldn’t honor( even though this should fall under the manufacturer’s warranty. ) If they can’t get the parts then take them off of a new loveseat and let them be without the use of 2 loveseats instead of me.  
      Regards,

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

      Business Response

      Date: 06/21/2025

      Good afternoon,We will have leadership reach out to our customer to discuss their options again.Thank you,Customer Care

    • Initial Complaint

      Date:05/25/2025

      Type:Product 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.
      Hello there I am having an issue with Raymour & Flanigan. As you can see by the photos that one armoire that one of them the knobs are not even. I had there service technician to the house and he said it’s not level but they are level as you can see. They are refusing to help me with this issue and I am hoping that you can help me. We spent a lot on these two armoire and all they want to is level it. The knobs are not installed properly and they wanted fix it.

      Business Response

      Date: 05/28/2025

      Good morning,Can we please have some clarification on how we can assist?Customer stated "I had there service technician to the house and he said it’s not level but they are level as you can see."Thank you,Customer Care

      Customer Answer

      Date: 05/28/2025

      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:05/24/2025

      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.
      I have canceled an order that I had paid $1000.00 down on back in 9/14/24 & 12/2024. $1000.00 total in two payments of $500.00 each.
      We canceled the order on 5/8/2025 because they were unable to get the item. It was put on back order for 6 weeks.
      I want my money refunded!
      I have spoken with several mangers and have not gotten any satisfaction for over 16 days. They were supposed to refund back to my credit card.
      This has not happened. They keep telling me that the refund needs to be approved. I do not know what that means. They have had my funds for 5 months, what is to be approved? It needs to be refunded now!!!

      Business Response

      Date: 05/30/2025

      Good afternoon,

      We apologize for the delay. The check was mailed on 5/29/25.

      Thank you

      Customer Care

    • Initial Complaint

      Date:05/23/2025

      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.
      I purchased a couch, chair, and loveseat from Raymour and Flanigan less than a year ago. 6/17/24 to be exact. One seat on the loveseat has threads missing and the seat is starting to tear. I reached out to the company and they tried to tell me it was normal wear and tear. There are six seats total on this set, but only one of them is ripping and threadbare. This set is less than a year old. It is absolutely inexcusable to claim. This is NOT normal wear and it needs replaced.

      Business Response

      Date: 05/27/2025

      Good afternoon, Our leadership team reached out to our customer and offered a courtesy exchange. Thank you, Customer Care 

    • Initial Complaint

      Date:05/20/2025

      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 submitted a claim under their Platinum Protection Plan and was informed that the loveseat qualifies for 100% credit, while the sofa only qualifies for 28%. I then added additional photos to the case showing structural damage to the bottom of the sofa. Since then, I have received no response regarding this new issue.

      I've attempted to follow up via email, SMS, and phone calls without success. I would like clarification on whether structural damage is covered under the warranty, as it appears to be included on page 3 of the warranty documentation.

      Business Response

      Date: 05/20/2025

      Good afternoon,Thank you for the additional pictures. They do tell a more complete picture for your platinum claim. We are approving a full credit for both items. Please make an appointment with a sales manager at your local showroom. They will assist with your reselect. The credit has been sent over. Please remember we will be picking up the old merchandise as part of the reselect process.Thank you,Customer Care

    • Initial Complaint

      Date:05/19/2025

      Type:Product 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 purchased sectional with a Platinum Protection Plan. I was told this plan included cleaning, at any time of request of my sectional. I have included the document that highlights the terms of coverage for the plan as well. Upon trying to use the Platinum Protection Plan, I was told that it only covered "spot cleanings" and they refused to clean my sectional. This is not highlighted anywhere in the document and states the types of stains that it covers, which I, in fact, do have, specifically it identifies "All Food and beverage stains".

      I would like a refund of this Protection Plan of 149.95 as it is utterly useless to me.

      I have attached my purchase receipt as well as the terms of the Platinum Protection Plan

      Business Response

      Date: 05/20/2025

      Good afternoon,We are sorry you were not happy with the Platinum Protection Plan. We have requested a full refund of the plan to be sent in the form of a check for $163.26.You will receive the check in 7-10 business days.Sincerely,Customer Care

      Customer Answer

      Date: 05/20/2025

      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. My address for the refund is:****** ********* ***** ********* *** ***** ******** ** ***** ******** ****** ***

    • Initial Complaint

      Date:05/17/2025

      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.
      In July or August 2024, we visited your store to request a replacement for furniture that was damaged and covered under our warranty. The store approved the replacement and allowed us to select new furniture. At that time, we also made a $300 down payment toward delivery.

      Since then, we received no updates or notifications about the delivery schedule. Despite multiple follow-up calls on our end, no information was provided. Approximately one month ago, we were contacted and informed that the warranty had expired and that we were no longer eligible for a replacement.

      This is unacceptable, as the approval and down payment occurred while the warranty was still valid. The delay in delivery and communication was entirely on the store’s end. We fulfilled our part by selecting the furniture and paying the delivery fee.

      We are requesting immediate resolution—either the delivery of the furniture we were promised

      Business Response

      Date: 05/20/2025

      Good morning,Can we please have a sales ticket, name, phone number, and address for this sale? We cannot find anything under the information provided.Thank you,Customer Care

      Customer Answer

      Date: 05/21/2025

      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.

      The consumer called BBB and said that the account is under the name ****, with a phone number of ###-###-####, and address may be either ***** ***** ******* ******* ******* ******* ** ***** or * ****** **** ********** ** ******  Regards,
      ******* ****

      Business Response

      Date: 05/21/2025

      Good afternoon,

      The refund would be sent via check to the customer whose name is on the ticket. This person would have to contact the showroom to provide their name and address where to send the refund. The customer stated they were moving last year and could not take delivery. We apologize; their platinum coverage is expired and cannot be reinstated. 

      Thank you,

      Customer Care

       

       

       

       

       

       

    • Initial Complaint

      Date:05/16/2025

      Type:Product 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 bought a hutch for dinning room from Raymour and Flanigan. I also bought their platinum insurance plan for the furniture to cover any issues. The hutch has several glass shelves. One of the glass shelves exploded in November 2024 for no apparent reason. The shelf was empty and just shattered. I filed a claim to replace the shelf. First I was told it would take approximately 3 months to get the part. I agreed to wait. It has now been more than 7 months and the part has not been replaced.

      I've called their platinum protection service line multiples times. Their customer service is horrible. I've been calling since February of 2025, and here are some of the responses I got from their service:
      1. We will follow up with the vendor and will call you back - and never calling back.
      2. We do not have any information on when the part gets here.
      3. We have no records of you calling us earlier.
      4. Ok, we will escalate and will let you know.
      5. Your part will be delivered and of April.
      6. The shelf will be delivered early May and we will let you know by May 4th.
      7. The shelf may never get delivered and we can replace the hutch if you pay $185 delivery fee.
      8. Manager is not available to speak with you.
      9. Sometimes they just put me on hold and then hang up.

      I am extremely frustrated with the experience and the fact that they are not willing to fix this. I spend a lot of money in their store, and I paid for the protection plan that is supposed to cover such issues. I just want to have my furniture fixed without me having to spend any additional money on this.

      Business Response

      Date: 05/16/2025

      Good afternoon,We left a message for our customer offering and exchange for the hutch with no delivery fee.She can schedule her exchange by reaching us at 1 *** *** ****Thank you,Customer Care

      Business Response

      Date: 05/28/2025

      Good afternoon,Our customer received another exchange today. We hope this was a successful delivery and solves the frustrating issue with the shelves.Thank you,Customer Care

      Customer Answer

      Date: 05/31/2025

      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 & Flanigan is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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