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

  112 Kasson Road camillus, NY 13215

• 

  Raymour & Flanigan

  2685 Walden Avenue Cheektowaga, NY 14225

• 

  Raymour & Flanigan

  1020 Center Street Horseheads, NY 14845

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:02/18/2023

  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 had a sectional “delivered” on 02/18/2022 that cost nearly $4,000. To begin, the delivery crew was rude and immediately refused to assist in hauling the old couch a few steps to the curb. It would’ve taken a few moments, it is lighter than the new sectional, and it is a service that every other white glove delivery company has provided me in the past. I did not ask them to take the furniture with them — only assist in moving it a few steps. Moving on to the quality of the delivery, they threw the pieces down on the living room floor as fast as they could causing damage around the frames. They complained about assembling the pieces as that is “too much work” to do, and appeared to just want to move on to the next delivery. Finally, the quality of the furniture itself is poor. There are scratches, a rocking frame likely from the abuse during delivery, and a rip on the back of the set.
  
  This has been the worst experience I have had with a delivery/furniture purchase. I had a refrigerator delivered this morning, and ****** was happy to assist in hauling the old one to the curb, ensuring that the new fridge was setup carefully and appropriately, and they took their time to put everything together. This is the last time I will purchase from Raymour based on this experience, which is sad, as I planned on returning next week to purchase a few bedroom sets/mattresses and end tables. I suggest working on your customer service skills and delivery experiences. I will contact my bank regarding the unsatisfactory experience and damages.

  Business Response

  Date: 03/04/2023

  Good afternoon, Our leadership team attempted to contact the customer, and left a voicemail. If the customer could please contact our leadership team or provide a better phone number to get in touch with the customer. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:02/16/2023

  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.

  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. Yesterday the Feb 23rd the technician came to our house immediately saw and felt the hardwood and defict. We received a call from Raymour ( Shawna) offering a full refund to select different couches, no restocking fees and free delivery. That is the latest offer as of yesterday and we are prepared to accept that offer.  
   Regards,
  ******* ******* "FOAM CANNOT BE REPLACED INTHE ARMREST AREAS AS THEY HAVE NO ACCESS." The technician took photo's and we pointed out the bulging hardwood.
  An armrest is important to us as it provides soft support needed for arms and hands It is especially important for my husband who has cancer as a direct result of the WORLD TRADE CENTER bombing and has no feeling in his hands and feet. The hardwood has caused bruising to his arm. He offered to show the technician who declined. We believed he knew the wood was not properly covered with foam cushioning causing major flawed armrests. We had 2 cover the armrests with pillows until could b fixed. NOW TOLD "CANNOT B FIXED."
  This is a serious, dangerous, significant structural imperfection causing injury that impairs use of the furniture for what it was intended. It renders the couches and armrest of the recliner unsafe, unfit for intended use and unable to be fixed. Breach of the implied warranty in purchase of consumer goods that it is useable.

  Business Response

  Date: 02/23/2023

  Good afternoon, We can offer the customer a reselection of the merchandise with 25% restocking fee. If the customer would like to accept she can contact our leadership team at ###-###-####. Thank you,Raymour & Flanigan

  Business Response

  Date: 02/25/2023

  Good afternoon, The customer has accepted our resolution and has placed a new sale. If the customer has any further concerns they may contact our store leadership. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:02/16/2023

  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.

  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.  Awaiting for new bed delivery now.  
  
  Regards, 
  
  ***** ************** ting the bed. talked with a rep online and they put in for the store manager to call and he told me to give the bed time break in to “jump on the mattress” “do whatever you need to do” to break it in. Today 2/15/23 I texted with a sales rep I worked with and they told me they can’t help and I can’t return the mattress. There is no return policy on mattresses. Which this is another lie I was told by someone as I was told again in the store that I could return the bed with in 15 days. I am tired of these lyes and im tired of being tired because the mattresses I am getting are junk and very uncomfortable. I really don’t know what to do now!!!!!

  Business Response

  Date: 02/19/2023

  Good afternoon, Our leadership team has spoken to this customer. The customer has agreed to give the mattress two weeks to break in. If at that time they are still unhappy, they may contact our team for a reselection. Thank you, Raymour & Flanigan 

  Business Response

  Date: 02/23/2023

  Good afternoon, The customer was approved for a reselection and completed this on 2/21/23. This complaint has been answered. Thank you, Raymour & Flanigan 

• Initial Complaint

  Date:02/15/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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,
  *** ******* 
  
  3-10-23 AM I have contacted the team management and left a message that I am accepting the offer to return the merchandise (sofa) for a full refund.  In addition, as requested, I have contacted CustomerCare and scheduled a pick-up date for the return of the sofa.  I was advised that once the sofa is delivered to the warehouse the refund will be processed to my credit card account and that it may take up to 10 days to post.  Note: the refund includes: the original full cost of the sofa plus the full cost of the Platinum Protection Plan, minus the delivery cost. Thank youon stating I am not only complaint about same issue.
  1-24-23 called CustomerCare left message I do not agree with serviceman, the problem is not soft leather it is the casing inside the leather cover that is missing filling in the middle while the little filling that is inside is not properly distributed; sitting is like being in a hole; extremely uncomfortable.
  1-24-23 received response via voice message from CustomerCare; there is nothing more they could do for me, that is the way it comes from the Manufacturer, already sent 2 servicemen, stuffed the cushion (did not stuff, that is what it needs) and the problem is with me, too soft for my comfort zone, really.
  She noted I could call Showroom Manager maybe he will let me pick something different at a cost to me.
  1-24-23 called Manager explained problem he will call me back, no call back.
  1-24-23 called Salesman same discussion he will call me back, no call back. That was 2 weeks ago.
  Very unprofessional and disrespectful.

  Business Response

  Date: 02/25/2023

  Good afternoon,Our leadership team has spoken to this customer. We have offered a reselection with no restocking fee. If customer would like to accept this resolution she will need to contact our leadership team.Thank you,Raymour & Flanigan

  Business Response

  Date: 03/09/2023

  Good afternoon,Our leadership team left a message for the customer to contact us back regarding her options. If she can please respond back to us, and we can determine how best to move forward.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:02/14/2023

  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.

  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,
  
  
  
  ***** *****
  
  
  
  
  
  
  
  Yes that business has a lot of issues and diesnt care about customers. after i call they dont respond but thanks to bbb imvolvement the business started addressing the issues. 

  Business Response

  Date: 02/25/2023

  Good afternoon,Our leadership team has spoken to the customer and explained why we cannot take back stained or soiled mattresses. If she has any further questions, she may contact our leadership team.Thank you,Raymour & Flanigan

  Business Response

  Date: 03/23/2023

  Good afternoon,Due to ongoing concerns with fraud, we do require the customer to provide their identification. The customer did come into the showroom and provide this. At this time we have done everything to help this customer out. If she has any further concerns she may contact our showroom leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:02/13/2023

  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.

  The platinum warranty is complete BS. I’ve had a leather sofa and loveseat for 3 years and dark brown color faded to light brown. Called the warranty department (who was actually nice) and they advised they can offer full store credit as a re-select. Thankfully we got this far. After receiving this information we called and texted with the local Raymour and Flanigan store to purchase the same leather sofa and loveseat to find out it is no longer being made by ********* but ********* themselves do have very similar leather sofa and loveseat. After seeing the similar products we felt they were close enough to start the process of the re-select. In doing so the store advised they can have the ********* sofa and loveseat ordered and it would be very close to what we paid originally. I advised I would be down to complete the process. Once I arrived at the store and spoke with the sale associates (who advised of the price through text message) and said it’s for a re-select the sales associate became disgruntled and immediately stated he cannot talk with me and he needed to get a manager. Once the manager came she advised they no longer can get the ********* sofa and loveseat (which was false) and that she needed to call the ********* rep. After the manager called the ********* rep she stated they can get it but it will cost 2.5x what we were told through text message which is absolutely absurd. Raymour and Flanigan is a bunch of crooks and the warranty for it complete BS. Will never purchase from them again and will be leaving this same message on Better Business Bureau and everywhere’s else in hopes to advise other customers before buying from them!

  Business Response

  Date: 02/25/2023

  Good afternoon, Our leadership team has spoken to this customer. A new order has been placed, and the customer is aware of the time frame for the pieces to come in. If they have any further concerns they may reach out to showroom leadership. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:02/13/2023

  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.

  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.
  
  What raymour and Flanigan is saying doesn't had up because I started off with the sum of 9546.33 I pay upfront 5846.33 and I have a remaining balance of 3700 in which I finance with ** **** and I was charged 821 more for what I don't know although ** **** was bill in the sum of 4570.07 and the Manger of the store admitted I was over charged and that I was going to get refunded and I can't see that now but if this doesn't get resolved soon am getting a lawyer and am going to the news media for help
  Regards,
  
  ********* ******that time until now I was told I was going to be refunded and up until now it never happens and now my balance with ** **** as increased because they had not refunded back the amount of 2530.58 plus the interest 0f 1300 dollars . 3830.58

  Business Response

  Date: 02/23/2023

  Good afternoon, Looking into this account, our leadership team has found that
  the customer only financed $5024.66. The customer had financed the
  orders *********** for $454.59 and ************ for $4570.07. The reason the
  customer had to pay more on the order *********** is because she had balance of
  $821.67. The customer had to pay that before she was able to get the
  merchandise delivered from that order to her home. The reason the customer may be
  paying extra money is she went over her 1 year financing term with ** **** so
  they did charge interest. The
  customers ticket ************ was financed at $4570.07, the guest made payments
  in the store that total out to $1850. That leaves her with a balance of 2720.07
  she had until 12/2022 before being charged interest. In conclusion not knowing
  how much the customer paid ** **** directly, but $2530.58 plus $1300 seems
  pretty accurate unless she has made a significant amount of payments with **.
  It is just her remaining balance with interest now.  Thank you,Raymour & Flanigan

  Business Response

  Date: 03/07/2023

  Good afternoon, Our leadership team has looked into this customer's account again. We have determined that if there are any
  additional charges to the customer it would be due to the customer not having
  paid in full by the end of the 12 month term for her financed orders. The
  customer placed an order in Sept. 2020 and received delivery Dec.
  2021 in the amount of $4570.07 which was financed through ** with a 12
  month term and another delivery of $454.59 in Feb. 2022 total amount to be
  financed $5024.66 with the bulk of the financed purchase term ending Dec. 2022
  based on delivery date. Any portion that was not paid in full would have
  interest attached along with possibly late fees.The customer
  would need to resolve this matter with ** financing for any dispute with
  the billing as she already has a copy of all of her invoices for charges,
  receipts for payments, banking statement, and card statements for all payment
  history from Sept. 2020 up to this point and they do not reflect any over
  payments received by Raymour & Flanigan. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:02/13/2023

  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.

  My furniture costs $1900 as confirmed by customer service. My furniture was purchased on 4/2022 also confirmed by customer service. I have been paying monthly since 4/2022. Also confirmed by customer service. As of 2/2023, my balance is $1800 as confirmed by customer service....How can that be, ethically and legally that after a down payment of $500 and monthly payments since 4/2022 that my balance is still $1800?

  Business Response

  Date: 02/14/2023

  Good afternoon,The customer financed her order on 4/28/22. The customer's merchandise total was 1932.80, customer also added our Platinum Protection Plan which was 209.95, the delivery fee was $164.99, and with taxes the total comes to $2446.20. The customer also financed for 6 months, no interest. Which means if the order is not paid off within the 6 months, then the full amount of interest will be charged. As the 6 months have now ended, if customer has not paid this off in full, the interest charges will be added on to her balance. The customer can contact the financing institution that the order was financed with* ** **** for a further explanation. Their phone number is ###-###-####.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:02/11/2023

  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.

  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, ****** ****if they could just replace it because it’s the exact same couch just a different color which we were fine with, one manager named Mitchell told me he would check into it they didn’t run into that often, then I was told no because it was a different sku, They told me it would 1000 plus I lose my platinum protection coverage and I’m paying delivery… again…. Mind you all because the colors are different.!That is not acceptable to me so I spoke with the regional manager Maria and she was able to also get a gift card for $200 and an additional 20% off the current price(which is important). I spoke with one of the managers named Katie went over it all and she told me that my out of pocket cost would be $100 after tax delivery and set up. So a week later (today) I went in store to complete the purchase and was told it was 450! That I was being charge 224 for delivery and that’s all that could be done! So now apparently they have to take my old furniture, take my coverage and I have to pay $450 out of pocket BECAUSE THEY DIDNT HAVE THE SAME COLOR. I was also told I wasn’t getting the additional 20% it was only a total of 20% not the additional 20% like I was told. This has been a complete nightmare and down right unfair! If I have to lose my coverage and my couch I currently have… it should just be an even swap for all the same pieces I already have, I would not recommend doing business here and we have been lied to from the beginning about the coverage all the way down to today with the costs. We worked so hard and this was the first big purchase from what we thought was such a lm awesome store and it turned out to be a terrible process so far It’s so unfair and I am very unhappy!!!

  Business Response

  Date: 02/18/2023

  Good afternoon, Our leadership team has spoken to this customer, we have waived the delivery fee and the new pieces will be delivered on 2/19/23. Thank you,Raymour & Flanigan