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:05/14/2025

  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 purchased multiple bedroom sets from Raymour & Flanigan in 2021 as well as the platinum protection plan for all pieces. Ever since 2023 I have been getting some of the pieces serviced over and over because every time a tech comes they ruin the piece even more than it already was. They are not willing to exchange any of the pieces I have been having serviced for years. Even the techs don’t understand why they won’t listen to me, the customer, and my frustration with having the same Tiffany dresser, chest, foot board worked on. They keep sanding the pieces and spray painting them to the point where the finish of the furniture has been ruined, yet I keep getting told I have no choice but to keep having the pieces serviced. On May 13, 2025 an amazing tech finally realized the pieces were unable to be repaired and requested an exchange for me. I am still waiting for a response. On May 13, 2025 the tech worked on a Palazzo King size bed footboard for the fourth time and it still has marks on it. One of the customer service representatives told me I can get the King footboard exchanged, and then changed her mind the next time I spoke to her and said I couldn’t get it anymore. It’s been 2 years I have been trying to some kind of solution and they have only been dismissive. Customer satisfaction does not seem to be important to them. When buying the furniture the agents make exchanges through the protection plan seem like a very easy process but it has been nothing short of frustrating.

  Business Response

  Date: 05/21/2025

  Good morning,

  Our leadership team spoke with our customer and offered an even exchange under her platinum plan, which is scheduled for delivery on May 27th.

  Thank you,

  Customer Care

• Initial Complaint

  Date:05/14/2025

  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.

  Date of Purchase: May 1, 2025
  Product: Swivel Recliner, Sku:280070170 'MITCH', total amount paid$608.88
  Problem: Back pain due to poor lumbar support and refusal to address issue
  Interactions with Raymour & Flanigan:
  I expressed my dissatifaction to R&F in that I have experienced significant back pain, which I believe is due to an issue with the lumbar support or overall structure of the chair. I have been using it for 1 week now.
  R&F scheduled a service call for May 19th, however i was informed this morning that it was cancelled because this issue is not servicable and was told the chair simply needs time to "break in". I contacted R&F corporate office and was referred back to service, which again stated it was a manufacture issue. I was provided the manufacture email and discovered they are in China. If the chair does not provide proper support/comfort, it is unreasonable to expect me to endure discomfort while waiting for it to 'break in'. Therefore, I am looking for AN EXCHANGE / A REFUND / or ALTERNATIVE SOLUTION.

  Business Response

  Date: 05/16/2025

  Good morning,Our leadership team spoke with our customer this morning and gave him several different options. He would like to think about it over the weekend. He will be calling on Monday with a decision.Thank you,Customer Care

• Initial Complaint

  Date:05/12/2025

  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.

  I ordered this Mattress from Raymour and Flanigan on 11/14/24. I was advised this Mattress would help with my back issues. It happen this has made my issues worst. I contacted the store to request a return and they advise because it did not buy insurance and cannot return this item. I have since have to dismantle part of the mattress and I am now sleeping on a floor. I am also a senior citizen and felt the store misled me into buying a product that is making my health situation worse. I would like them to take back this mattress and issue me a full refund.

  Business Response

  Date: 05/20/2025

  Good afternoon,

  Our leadership team has called our customer and left a message twice to assist.

  Thank you,

  Customer Care

• Initial Complaint

  Date:05/09/2025

  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.

  I purchased a leather Diego loveseat and ottoman set  from Raymour & Flanigan in Collegeville, PA  on April 27, 2025. I paid $1,351.42. Additionally, I paid for White Glove Delivery $158.98. Raymour & Flanigan is promising that  furniture will be fully assembled and INSPECTED before delivery. As my furniture was delivered, I also inspected that there was no broken leather on my loveseat and ottoman. I'm just a customer and not a professional furniture salesperson or manufacturer inspector. I didn't notice right away that both of my items were contractually defective.  My first complaint: My loveseat has a 1 inch gap between the left seat and left arm rest. Which is the actual construction defect. The right seat has no gap as it is supposed to be. It is very unpleasant and irritating to look every day on your purchase and see that I paid $1,510.40 for a defective furniture set which is not supposed to be even accepted by Raymour & Flanigan from the manufacturer and passed on to the buyer. 
  My second complaint: My ottoman is only 17 inches high and it's  1.5 inches shorter than it stated on the Raymour & Flanigan website and the actual display in the store. The ottoman should be the same height as the seat on the loveseat 18.5 inches. 
  Both of those defects would be easily noticeable to Raymour & Flanigan professionals who inspected my furniture before delivery to my house. Instead of returning the defective furniture to the manufacturer Raymour & Flanigan passed it on to trusting customers. When you buy furniture from a big store such as Raymour & Flanigan you expect quality and honest business. NONE is present here. I would advise all potential customers to think twice before you do your business with this company!

  Business Response

  Date: 05/09/2025

  Good afternoon,We are sorry to hear of this. We would be happy to return the items and refund you, or allow you to reselect something else, or we can exchange the items.Please let us know of your preference. You can respond to us here or call **** *** ***** Your account has been notated.Thank you,Customer Care

• Initial Complaint

  Date:05/05/2025

  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.

  Back in early October of 2024 I purchased a bed set 2 dressers nightstand and a mirror all were delivered separately and each had a damage or issue. After trying to work it out with the company all items were returned this is for an ****** bed set! After that 2 refunds came through and THAT WAS IT! they said I needed to return stuff I already did and began calling an enormous amount of times. I spoke to managers BBB prior cases of which bbb closed out after they said “ I was satisfied” I AM NOT SATISFIED fast forward to now April 2025 2 NEW CHARGES appeared on my account from Raymour without my permission or presence from the CARLE PLACE LOCATION! I disputed the transactions And need bbb to step in and mediate this for its destroying my credit and they have taken a lot of money from me ( in minimum payments to keep my credit in fair standing) I’m asking for all my money back and my balance ZEROED Our like it should be so I can close this account and never return I went to the FTC as well as the AG as well. The total new amount of the FRAUD charges is over $1000!

  Business Response

  Date: 05/14/2025

  Good afternoon,We contacted our customer and left a message; we received a callback this morning.  We explained the situation to the customer.  Our customer requested an email detail of the charge breakdown, which will be provided today.Thank youCustomer Care

  Customer Answer

  Date: 05/15/2025

  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 am not content with this service I have an email flip flopping about my refund if needs to be applied to my account as well as the rest of it zeroed it I have already spoke to you on the phone and you did not settle my concerns therefore we handle it here I will decide when I am satisfied because you guys have lied on that in the past as well. 
  
  Regards,
  
  ******* *******  

  Business Response

  Date: 05/15/2025

  Good morning,Our leadership team has spoken at length to our customer and provided a breakdown of her bill. We have phoned, emailed, and left messages. Our company will not be taking any further action on this complaint.Thank you,Customer Care

• Initial Complaint

  Date:05/01/2025

  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.

  May 1, 2025
  Dear To whom it may concern,
  On March 31, 2025, my daughter brought me to the Raymour & Flanigan Furniture/Mattress store on 895 Riverdale Street in West Springfield, Massachusetts. Jason J****** a Home Furnishing & Sleep Consultant, assisted us with a phone number of ###-###-####. Jason didn’t tell me I would buy the Embrace Twin (Black) stand. I wanted a white stand. I told him that I am very short and crippled and have a hard time getting into bed. Jason told me the stand could be resized so I would not have to step on a stool to get into the bed, as this is a safety issue for me, because I am on a specially adapted walker at home and use a push wheelchair when I travel outside. Jason also sold me a box spring instead of a bunky board, which adds height to the bed. At this time, I can not get into the bed without a step-stool because I am only 4 feet 8 inches. At the lowest setting of the stand, I can not get into bed without assistance and stepping onto a step stool. Again, this is a significant safety issue for me. Finally, I am heavily arthritic with a diagnosis of RA, and can not sleep on a lumpy mattress. When the mattress arrived, the mattress was very dirty. It wasn't even the mattress I ordered. Currently, the business will only remove the mattress, but does nothing about the box spring or stand. I paid the company $912.58--$500.00 on my **** card and $400.00 cash. The resolution from the business is that they will take away the mattress after 30 days, but I have to pay extra for a new mattress. When I called the store manager, he said I own it once I paid for the box spring and Embrace Twin (Black) stand. Please let me know if you have any other questions.

  Business Response

  Date: 05/02/2025

  Good afternoon, We are sorry to hear of this issue with your new bed. Our leadership team will be reaching out to assist you directly.Thank you,Customer Care

  Customer Answer

  Date: 05/02/2025

  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:04/29/2025

  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.

  I purchased a ***** queen size mattress from Raymour &Flanigan in Brick NJ. I was and still on a fixed income. I purchased a mattress that came to over $700.00 which comes with a warranty through the mattress company. I was forced to buy a $99.00 plus tax mattress protection on top of the $700.00 because the salesman said it's their policy to order a mattress protection topper when buying a mattress to hold onto their warranty which made no sense to me. I told him I already had a queen mattress protection at my home from a previous queen size mattress I purchased just 5 years ago. But still was forced to buy this mattress protection, which does not even stay on my bed as well as my previous one that I still have. It keeps popping off even with straps put on. I feel I have been ripped off, and I feel a refund of $99.00 plus tax should be refunded back to me. As it was I had to put close to $900.00 on 3 different credit cards just to purchase the mattress and the mattress protection. Which took my accounts and monies down

  Business Response

  Date: 04/30/2025

  Good morning,We would be happy to return your money for the platinum protection. But there would be no platinum protection on this mattress, we would not be able to clean any stains. If there is a stain on a mattress it voids the manufacturer's warranty.Please let us know if you would like to proceed.Thank you,Customer care

  Business Response

  Date: 05/01/2025

  Hello

  The platinum protection plan covers your mattress for five years from date of delivery.

  Thank you,

  Customer Care

  Customer Answer

  Date: 05/01/2025

  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:04/26/2025

  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 furniture from them and my recliner stopped working the power button doesn’t work they refuse to fix this

  Business Response

  Date: 04/29/2025

  Good morning.

  Our customer has an appointment with a technician to service his recliner today.

  Thank you,

  Customer Care

• Initial Complaint

  Date:04/25/2025

  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.

  I purchased this mattress from my local Raymour and Flanagan in 2022. When I laid on in the show room, it was the softest thing . It got delivered to me and it was very stiff, but I figured it just needed to be broken in and this is why I contacted the store to complain about it earlier. But this is two years later and this bed has not broken in and I’m suffering severe back pain. I’m only 36 years old.I don’t have back pain. The only time I do is when I sleep on this mattress. I tossed and turn. It is very stiff. I thinkthe mattress is faulty. I called ********** directly and they agree that what I’m describing sounds like a faulty mattress that the springs inside or someof whatever is inside was not done properly. They told me to file a claim with them, but then they just got back to me and said that I have to file a claimdirectly with Raymour and Flanigan, which I have done on their website, but I also wanted to file a claim on here because this is a issue I have never in my life had a mattress like this, and I’ve had a few in the past. Either they sent me the wrong firmness or this thing is defective. Also, I only just noticed that the law tags were removed when I went to go take pictures of the mattress to show them. didn’t even realize that the day they delivered it. It must’ve either gotten removed during delivery somehow or I don’t know if the delivery driver did it or what but I know that I didn’t do it. So this whole transaction was extremely unpleasant and all I want is an exchange for the same mattress one that’s not faulty like this because this feels like I’m sleeping on the floor two years later it has not broken it. It does not make sense.

  Business Response

  Date: 04/29/2025

  Good morning,We are sorry to hear of this issue with your mattress. We have partnered with our leadership team, and they will be reaching out to you directly to assist.Thank you,Customer Care

• Initial Complaint

  Date:04/24/2025

  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.

  In 2020, I purchased a sofa and loveseat set along with a protection plan. The original set was in perfect condition until last year, when I noticed a stain on the fabric. I contacted customer service, and a technician was sent to inspect it. He determined the stain could not be removed and recommended a replacement, which was then delivered.
  
  Upon delivery of the new set, I immediately noticed that the middle seats were significantly lower than the outer ones. I raised this concern with the delivery team, who assured me the difference was due to the set being new and that it would adjust with use. They also stated the set had passed quality inspection and was not defective.
  
  However, within less than a year, the middle seat sank completely to the floor when anyone sat on it. I contacted customer service again, and another technician confirmed the sofa was missing internal springs, which explained the issue.
  
  Despite this clear manufacturing defect, the company only offered a store credit for the amount I paid in 2020. Unfortunately, this amount is not sufficient to purchase a comparable set at today’s prices. I have attempted to explain that I received a defective product, and I am simply requesting a fair resolution: either a replacement with the exact same item or an equivalent new set that matches the size and quality of the current one.
  
  The company’s refusal to resolve this matter is extremely disappointing, especially given that the issue stems from their error. I am asking for a just and reasonable settlement that reflects the circumstances.

  Business Response

  Date: 04/29/2025

  Good morning,

  Our leadership team contacted our customer and offered possible resolutions. She is going to talk it over with her husband and let us know.

  Thank you,

  Customer Care

  Customer Answer

  Date: 04/29/2025

  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 company has offered me a $200 gift card in addition to the original amount I paid. However, even with this, I would still need to pay over $1,000 out of pocket to purchase a sofa set of the same size—due to today’s prices.They also offered the option of issuing a check for only the original purchase amount, which I declined. That amount isn’t even enough to cover the cost of a single chair of similar size.At this point, I feel stuck. I’m being asked to pay significantly more to fix a problem that was caused entirely by the company—delivering a defective replacement set. I’m not asking for anything more than a fair resolution: a new set of equal size, at no additional cost to me.Please help me find a solution that doesn’t require me to bear the financial burden of a mistake that isn’t mine.
  Regards,
  
  **** *******

  Business Response

  Date: 04/30/2025

  Good Morning,Our leadership team has made a good faith effort to assist our customer. We have offered several options to resolve this complaint. We cannot offer more at this time and wish to close this complaint. Thank you,Customer Care