Business Profile

Furniture Stores

Raymour & Flanigan

This business is NOT BBB Accredited.

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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:04/23/2025
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 am filing this complaint due to repeated issues with the quality of a couch purchased from Raymour & Flanigan, despite having also purchased an extended warranty for the item.

Over the past several months, I have contacted Raymour & Flanigan multiple times to report that the couch is of poor quality. The frame is damaged in a way that has been deemed irreparable by the company's own service personnel. Additionally, we have received replacement cushion covers, which continue to become damaged over time, indicating a recurring defect in either materials or construction.

During my most recent conversation with a representative last week, I was informed that a store credit would be issued and that the Orange, CT location would be notified so I could select a replacement couch. However, on April 23, 2025, I received a voicemail from Raymour & Flanigan stating that they are sending another replacement cushion cover—despite acknowledging that the frame damage cannot be repaired. There was no mention of the credit I had been promised.

I contacted customer service again, but was met with confusion and resistance. It appears the previous representative failed to properly document our conversation or the promised resolution. I am frustrated by the lack of consistency and accountability, especially given that this is an ongoing issue with a product that cannot be fully repaired.

I am requesting that the credit I was promised be honored immediately so I can replace the defective couch. The continued delay and failure to resolve the issue are unacceptable, and I hope filing this complaint will lead to a fair and timely resolution.
Business Response
Date: 04/24/2025
Good morning,Our leadership team reach out to our customer and offered a reselect in our showroom.Thank you,Customer Care
Customer Answer
Date: 04/24/2025
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:04/21/2025
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 a matters and base paid in cash and financed. The mattress was uncomfortable and did a reselect on a new mattress during the return process I paid 2,800 more and they failed to reimburse the old mattress cost charging me 1275 that was financed for the first mattress looking for the adjustment to be made
Business Response
Date: 04/23/2025
Good morning,Our leadership team has spoken to our customer and explained how her funds were used and why she is not owed a refund. We also emailed a summary to assist with the explanation.Thank you,Customer Care
Initial Complaint
Date:04/16/2025
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.
I am writing to formally dispute the handling of my recent service issue regarding the replacement of an adjustable base, which was damaged by Raymour & Flannigan's delivery team during a mattress exchange. In March 2025, I reported my mattress was sinking. After submitting photos, I was given a store credit and chose a replacement mattress, paying the price difference since my original mattress was discontinued. This was not a claim via my protection plan.
When the delivery team arrived, they removed the old mattress without realizing there was a bar at the end of the adjustable base, which held it in place. The team damaged the bar while pulling the mattress off. One of the delivery personnel attempted to repair it but the bar came loose again after a few days, causing the mattress to slip off the base. I contacted customer service again, & on March 28, a technician confirmed the damage couldn’t be repaired and submitted a replacement request. I followed up and was informed on April 3 that I was being credited $899 + tax toward a new base. On April 13, I selected a new base, only to be told the replacement was processed under my Platinum Protection Plan. This meant I would lose 2yrs of coverage & be charged a delivery fee. I explained that the delivery team caused the damage, but I was told to dispute it with the service dept. I was later informed that the delivery men denied causing any damage. As a result, the claim was processed through my protection plan, and I am left with only the standard manufacturer’s warranty and no extended coverage. They did waive the delivery fee. This situation is unfair. The damage was caused by there delivery personnel, not by misuse. I should not be penalized by losing my protection plan. I request the following:
* Reinstatement of my full Platinum Protection Plan
* Review of how the delivery team and service department handled this issue
I have acted in good faith throughout this process and hope it will be addressed fairly.
Business Response
Date: 04/24/2025
Good afternoon,Our leadership team reached out our customer and advised that we will reinstate the platinum plan for the remaining time. Their account has been notated.Thank you,Customer Care
Customer Answer
Date: 04/24/2025
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:04/16/2025
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 financed a $2,647.04 Cooper sectional from Raymour & Flanigan In Nov 2024. Within 2 months, the cushions were sinking and my arm went through the armrest. In February, the left-arm seat was replaced. In March, they delivered replacement cushions, but only 3 of the 4 arrived — and one was defective needing to be returned.

Even after these replacements, the sectional continues to deteriorate. The fabric is fraying, cushions are sagging, and nothing fits properly. I was offered a reselection and visited stores in two different cities but found nothing suitable. The Newington, CT store manager, George, acknowledged they’ve had multiple complaints about this same sectional, and it is to be discontinued due to such. He told me he could no longer help and directed me to customer service.

Customer service rep Carmen offered me a $200 credit to keep the defective furniture “as-is” or use the total amount towards a new item — which is unacceptable given the price I’ve paid and the ongoing issues. She also said there is no return policy, despite repeated product failures.

To date, I have paid $885.61 toward this item. I am requesting:

Cancellation of the financing agreement

Refund of payments made

Pickup of the defective furniture

Raymour & Flanigan has failed to deliver a product that meets basic quality standards. I’ve acted in good faith throughout and am now seeking a fair resolution for a clearly defective purchase.
Business Response
Date: 04/18/2025
Good afternoon,Our leadership team offered our customer a reselect or a credit to keep the furniture as is and our customer declined.Thank you,Customer Care
Customer Answer
Date: 04/18/2025
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.
Raymour & Flanigan’s response does not address the core of my complaint, which is the repeated failure of a $2,647 sectional that continues to deteriorate despite multiple replacement attempts.Yes, I was offered a reselection or a $200 credit, but neither is a fair solution for a high-cost item that has proven to be defective. I traveled to multiple store locations across two different cities and was unable to find an acceptable replacement. The store manager even admitted they receive multiple complaints about this same sectional. This suggests a broader quality issue with the product.The $200 credit offer to “keep the furniture as-is” is unreasonable considering I’ve paid $885.61 so far, and the sectional is still defective — sagging, frayed, and mismatched.I am not declining resolution — I am rejecting a band-aid offer for a problem that clearly warrants a refund and cancellation of financing. Raymour & Flanigan has not fulfilled its obligation to provide a functional, durable product. I am again requesting:Cancellation of the financing agreementRefund of $885.61 paidPickup of the defective sectionalThis complaint remains unresolved.
Business Response
Date: 04/22/2025
Good afternoon,
If our customer changes her mind about the reselect, we would be happy to assist in the future. We are sorry to hear this was not able to be resolved.
Thank you
Customer Care
Initial Complaint
Date:04/16/2025
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 $11,068.99 in furniture from Raymour and Flaningan in August of 2023. I have had nothing but complaints and problems with the couches and bed. I have placed multiple warranty claims on the cushions for the sofa and loveseat. The cushions lost their firmness within months of being purchased. There is a seam that has ripped multiple times on a couch cushion and has a hack of a sew job for the repair. The bed? No support. The small support posts under the bed have snapped off multiple times and needed to be replaced. I am so disappointed in the terrible quality of furniture that Raymour charged customers for. I have a kid free, pet free home. There is no reason for the amount of repairs and warranty claims that I have needed to submit over the past year and a half.
Business Response
Date: 04/16/2025
Good afternoon,
Our leadership team called our customer and left a message to assist.
Thank you,
Customer Care
Customer Answer
Date: 04/16/2025
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:04/14/2025
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.
I purchased a king size mattress from Raymour Flanigan 6 years ago the warranty on the mattress was for ten years , I called the store they sent out a tech to take pictures, and measured the mattress he said that mattress was bad, the service department wouldn't approve the claim because there was two small yellow spots on the mattress they said that if I cleaned it they would look at it again. The mattress is defective.
Business Response
Date: 04/18/2025
Good afternoon,
We would be happy to send our customer a cleaning kit free of charge, unfortunately any stains do void the manufacturer's warranty.
We would be happy to reevaluate pictures of mattress after the stains have been removed.
Thank you,
Customer Care

Customer Answer
Date: 04/21/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23204179, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

Mark Williams
Initial Complaint
Date:04/14/2025
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 waited 2 months for a couch/queen sleeper to be repaired and delivered.(new) i order a purple couch. The delivery man wanted to deliver a green couch. This is a replacement couch for my previous couch the was discontinue. A credit was given for the discontinue couch in warranty. I paid remaining balance. The order was taken by Joe the manager. The order is wrong. I want a purple couch aka Gypsy egg plant. I was told this is a special order waited 2 months to for couch delivery, constantly talk with delivery for them to have wrong couch color. Very frustrating. Nothing for my kids or company to lay on
Business Response
Date: 04/17/2025
Good afternoon,Our leadership team reached out to our customer, and we are expediting a new special order.Thank you,Customer Care
Initial Complaint
Date:04/13/2025
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.
Bought a dining room set with four chairs and a recliner couch and a recliner for my home.

Never saw my couch brought in the person who was by himself bringing it in said he brought it in by himself, which there’s a setof stairs and a turn so I don’t know how he did that but I didn’t notice right away. It looked bent. they said we could reach out they would replace it Which by the way while he was bringing it in I was upstairs looking at the table that all the legs were damaged with marks them and there are chips on the chairs. I was told to make a service request because I have the warranty that I paid $250 for And now I’m being forced to wait at least a month before they can come out just to look at it.
Business Response
Date: 04/17/2025
Good afternoon,Our leadership team reached out to our customer and scheduled an exchange.Thank youCustomer Care
Initial Complaint
Date:04/11/2025
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.
We ordered our sofa on December 1, 2024, and it was delivered December 30, 2024.

About 5-6 weeks after delivery (around February 11, 2025), I reported severe sagging caused by a broken support beam.

Their team attempted repairs on February 13, 2025.

The issue reoccurred a week or two after that, suggesting the repair didn't work or that other structural issues exist.

Given this ongoing issue, it's clear the sofa is defective and definitely not up to the quality expected for something that cost $1,556.85.

Since then, over the last 3 weeks, we've tried to work with the business to get a refund but they have provided absolutely awful service over email and phone.
Business Response
Date: 04/18/2025
Good afternoon,
Our leadership team contacted our customer, and they are returning the item next week.
Thank you,
Customer Care

Customer Answer
Date: 04/18/2025
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:04/09/2025
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.
2/17/2025 - 1st couch $2574.30
3/11/2025 - 2nd couch - reselect exchanged - (cost was less, difference not refunded)
February 17, 2025 - bought couch #1 with a salesman at Raymour and Flanigan 2005 Broadhollow Rd, Farmingdale, NY 11735. Upon delivery on February 22, 2025 there were scratches on the couch, and I immediately contacted the store and they agreed to replace it after verifying the pictures. However over the next few days, the smell of the couch was making me sick, with a bad sore throat - a burnt feeling, congestion, fatigue and headaches. From 3/4-3/6 I spoke to Kashif K***, the manager on duty and told him about the health issues I was having since the sofa was delivered. He told me I could do a reselect, but I could not be refunded.
On March 11, 2025 I visited the store to select a different sofa in the hopes that it would be better, since it was my only option. Ken D****, the store manager showed me around and I selected a different sofa. He explained to me then that the couches offgas for a few days when they are new. I was supposed to also receive a refund of approximately $90 of the price difference since the new sofa was $90 less. That was never credited. The second sofa was delivered on March 15, 2025. The smell of the new sofa was, and still is even worse then the first sofa and my systems have been getting progressively worse. I called and spoke to Ken on March 20, 2025 due to my continued health issues from the sofa, and he told me nothing could be done and it was probably Spring allergies, and it couldnt be their furniture, even though he explained to me in the store that the furniture offgasses. There is no regard to my health. I cannot even be in the same room with the sofa and live in a small space. I will be visiting my doctor shortly and am currently talking to a lawyer. I hope this is rectified before any further damage to my health occurs.
Business Response
Date: 04/09/2025
Good afternoon,
Our leadership team spoke to our customer regarding the sofa. We offered to take the merchandise back with a restocking fee, but the customer wants the full amount to be refunded. We explained to our customer that all sales are final and as a courtesy we are reaching out to assist. We are unable to refund the whole credit. Our customer declined the offer. We will be taking no further action at this time.
Thank you
Customer Care.
Customer Answer
Date: 04/09/2025
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 offer I received included a restocking fee of 40% of the price which is $1000 that I would have to forfeit. This is not satisfactory to me due to the fact that the product is unusable and damaging to my health.

Regards,

******* *****
Business Response
Date: 04/10/2025
Good morning,Our leadership team will not be offering a different resolution and request this complaint be closed if our customer is not interested in the return.Thank you,Custome Care

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Raymour & Flanigan is NOT a BBB Accredited Business.