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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

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    Customer Complaints Summary

    • 813 total complaints in the last 3 years.
    • 236 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:01/02/2023

      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.
      Dec 23, 2022 I purchased new furniture from Raymour & Flanigan (R&F) in Deptford, NJ. I received my bedroom, mattress, and other furniture on Dec 29, 2022. When I sat on the ***** ************ **** ****** **** ***** **** *** Mattress that night, I thought it felt really hard and non-confirming to my body. I laid on the mattress and was extremely uncomfortable; I used the R&F pillows to try to make myself more comfortable. When I woke up Dec 30th morning, I had pain in my neck all the way down my back. I immediately called R&F at 8:00am and left a voicemail. This mattress caused pain and due to my health issues, it is imperative I have to have a good night’s sleep there was no way I would have a good night’s sleep on this mattress given the fact that I had pain in my neck down through my back the 1st night.

      On Dec 30th, I spoke with a customer service rep and shared my unpleasant experience with the bed. I asked that R&F return the mattress since it caused me so much pain and reimbursement ($3,238.95 before taxes). I was told, I “had to sleep on the mattress for 30 days. I reiterated my health issues and the fact that this mattress caused me to have pain in my neck through my back and I would not sleep on a mattress that caused so much pain and threaten my health.

      On that same day, I received a call from the R&F Manager stating, “they would have to decide what they would do regarding the mattress.” Again I asked for a return on the mattress and reimbursement. I was told there is a “no return policy in my contract.” I looked and could not find a “no return policy” in the customer copy I signed. This statement led me to distrust R&F more since I prepare contracts and work in Finance and know the legalities and ethical aspects of contracts, I'm questioning R&F ethics in this process.

      On Dec 31st I sent an email to R&F stating I didn’t see a “no return policy in my contract.” I'm awaiting a response from John, Deptford, NJ Regional Sales Manager.

      Business Response

      Date: 01/05/2023

      Good morning,Our leadership team has spoken to this customer. We have authorized a return of the mattress, and will be picking up the mattress on 1/7/23. Customer will receive a refund at that time. If the customer has any further questions they may contact our leadership team. Thank you,Raymour & Flanigan

    • Initial Complaint

      Date:12/28/2022

      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.
      On 10/19/22 at 4:18am EST my glass dining table top exploded. It was captured on my **** security camera. I also have 2 video clips I was unable to download but can email separately. I’ve been trying to find resolve w/this situation that could’ve been EXTREMELY dangerous w/harmful consequences to myself & others. No one acknowledges this or seems to care. I keep hitting a brick wall. In addition, I spent $737 for ******* ******* to thoroughly clean all floors and upholstery, as there are shards of glass/ glass dust throughout my home. Also had to buy a new table. Below is a recap:
      - Purchased 5 piece Emery dining set from R&F in Dec 2019; **** *********. It was part of a much larger order totaling over $12,000 - it was an out of market delivery to Pompano Beach FL. Table top broke twice in transit - did not actually receive delivery until 3/16/20. Purchasing Platinum Protection Plan was not an option
      - Called Customer Care on 10/22: spoke to Sue. Told me to contact manufacturer *********, as the 1 year warranty is up.
      - Emailed ********* on 10/24 w/photos & videos. Told they would replace glass table top. Further corresponded w/Charlene S**********. Told me they would honor 1 year warranty for replacement only and “because our warranty is w/R&F, it is their decision on how they’d like to handle service issues. We cannot refund your purchase price bc we are not the retail store you purchased from”.
      -10/29: Called R&F SI store at ************ & ************ - NO ANSWER, NO RECORDING
      - sent 2 emails w/photos and videos to R&F CS on 10/29 & 11/1 NO RESPONSE
      - 11/6: called CC. Spoke to Erica - nothing could be done.
      - 11/12: Went to R&F store - spoke to manager. Would replace glass table top, no monetary equivalent. “Nothing else they can do” - it’s out of warranty and no PPP. No offer of reimbursement or alternatives after spending $12,000 in furniture!! Told me to call Customer Care again!
      - Emailed CEO Neil G******* twice (12/11 & 12/16) - NO RESPONSE AT ALL!!

      Business Response

      Date: 01/02/2023

      Good afternoon, Our leadership team has contacted this customer. We will be sending the customer a refund via check. If the customer has any further concerns, they may contact our leadership team. Thank you, Raymour & Flanigan 

      Customer Answer

      Date: 01/05/2023

      Better Business Bureau: 

      I have reviewed the response made by the business in reference to complaint ID ********, and find that after much persistence, this resolution is the best I am going to get from Raymour & Flanigan. 

      Regards, 

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

    • Initial Complaint

      Date:12/28/2022

      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.
      Bought a couch September ‘21. November ‘21 spring on couch let go couch collapsed. A little over a month past warranty but this is ridiculous major defect in craftsmanship. Service man said could not be repaired. A 1 year old couch that looks perfect outside is now garbage bc of a manufacture defect: Raymour should either refund or replace this couch: the other piece in the set is fine.

      Business Response

      Date: 01/02/2023

      Good afternoon,Our leadership team has contacted this customer. We are offering a replacement for the sofa and it will be delivered on 1/8/2023. If the customer has any further questions, they may contact our leadership team.Thank you,Raymour & Flanigan

    • Initial Complaint

      Date:12/14/2022

      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.
      Order Number *********** I’m a multiple return customer with Raymour and Flanigan over the past 2 years

      I Bought a leather couch online was delivered to my home on December 6.

      Total order cost is $2,615.96
      the price of the Leather sofa is $1399.95

      Within 24 hours of delivery on December 7 ti went in person to a store in Plymouth to order more furniture items and also complain about the delivered couch. I was told they couldn't do anything about the complaint and asked me to call customer care. I called customer care and nothing came of it.

      I filed an online compliant and sent photographs on December 8, an online service schedule for repairs shows earliest availability is in January 2023. A full month after delivery. Also sent an email to one of their corporate officers I found online no response back. This couch is dented in the right arm and creased in the middle part of the couch. I was not in when it was delivered even though an adult was home to take delivery. I came back less than 2 hours after

      I don't have the space to store this item I reported within 24 hours and should not be compelled to wait for a repair man for 1 month. pls Raymour and Flanagan should come and get this furniture

      it was sold as top grain leather. It is a disappointment and brand new furniture under 24 hours should not be needing repairs and if it does should be taken back and replaced or money refunded mmediately.

      problems were noted and reported within 24 hours in person and on line

      Business Response

      Date: 12/17/2022

      Good afternoon, We have left a recorded voicemail to the customer offering a full return/refund. If the customer could please contact us at ###-###-#### so we can schedule pickup of the sofa. Thank you,Raymour & Flanigan

    • Initial Complaint

      Date:12/13/2022

      Type:Billing 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 living room set on Nov. 18, 2022, that was expected to be in stock on Dec. 13, 2022. Two days before my furniture was scheduled to be in stock, I called the store to check on its availability and was told it wouldn't be available until January 18th. As I already had a buyer for my current set and did not want to be without a living room for the holidays, I found a comparable set with a competitor. I called Raymour and Flanigan on Dec. 13th to cancel my order and was told first by the receptionist and then the Manager, Michael, that I would be charged a 20% cancellation fee on a $3200 purchase because it was a "special order" the factory was preparing specifically for me. This item was on back order, and the company never communicated with us that it would be two months before we received our order. We never received anything in writing that stated there was a cancellation fee for back-ordered items.

      Business Response

      Date: 12/22/2022

      Good afternoon,Our leadership team has reached out to the customer and offered a full refund. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

    • Initial Complaint

      Date:12/12/2022

      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 leather chaise sofa from Raymour and Flanningan and the platinum plan in August 2022. Document ***********, totaling $3140.40
      The chaise cushion is lumpy and uneven. Around the end of September, I reported it and a service man attempted to refill the cushion. That lasted for about a week.
      I called again a couple weeks later in October and was told that a new cushion was ordered. I've called 4 times since then, and was told the chaise has not come in. It is now December, and I called this past Friday and was basically told to stop calling and they would contact me. It has been 4 months and I need my new sofa before Christmas. I financed this through Raymour and paid in full, in good faith. Either fix my sofa or return my $3100.

      Business Response

      Date: 12/22/2022

      Good afternoon, The parts came in, and we have replaced them on 12/21/22. If the customer has any further concerns, they may contact us at ************** Thank you, Raymour & Flanigan

      Customer Answer

      Date: 12/23/2022

      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:12/12/2022

      Type:Billing 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 reached out to RAYMOUR AND FLANIGAN. They have failed to provide proof of validation regarding a debt that does not belong to me. They have furnished this alleged debt on my consumer report and have failed to validate the alleged claim pursuant to Sec. 809(b)of the Fair Debt Collection Practices Act and according 609(a)(1)(A), you are required by federal law to verify, through the physical verification of the original signed consumer contract, any and all accounts that you post on a credit report. I demand this item be removed from my credit report immediately. RAYMOUR AND FLANIGAN you are furnishing inaccurate and incorrect information to the consumer reporting agencies.
      The reporting of such inaccurate information has caused severe damage to my character, my reputation, my general mode of living and my ability to obtain credit for personal and house purposes.
      You and your inaccurate reporting have damaged my livelihood.
      15 U.S. Code § 1681s–2 - Responsibilities of furnishers of information to consumer reporting agencies
      (a)Duty of furnishers of information to provide accurate information
      1) Prohibition
      (A)Reporting information with actual knowledge of errors
      A person shall not furnish any information relating to a consumer to any consumer reporting agency if the person knows or has reasonable cause to believe that the information is inaccurate.
      Duty: a moral or legal obligation; a responsibility
      Accurate: correct in all details; exact.
      Prohibition: a law or regulation forbidding something
      As Defined by The IRS
      Even if you didn't receive a Form 1099-C, you must report canceled debt as gross income on your tax return.
      The IRS Clearly defines a charge off as Gross or Ordinary income, INCOME DOES NOT GET REPORTED ON THE CONSUMER REPORT which in fact makes your reporting of this account inaccurate!
      Account Number: ****************

      Business Response

      Date: 12/22/2022

      Good Afternoon, Can the customer please provide if the late payments are from the order he financed through ** **** or the order that he financed through *******? Customer received two orders in November of 2017 that were financed. We will need more information in order to get signatures of the delivery and financing of the order in question. Thank you, Raymour & Flanigan

    • Initial Complaint

      Date:12/12/2022

      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 bought a couch and loveseat 2 years ago and I also bought a warranty on them. The only people in my house are me and rommmate. We are 58 and 57 years old respectively. My rommate weighs about 160 ilbs. She went to recline back on the loveseat and it snapped and broke. We called for service the tech arrived stayed for about 5 mins took a few pics and left. We got a call later saying we broke it using excessive force which did not happen. We told rick that is not what happened but he said basically too bad we aren't covering it. The wood that was falling out the back appeared to be cheap particle board looked like toothpicks and the particle board on the other 3 sides appeared alot thicker than the side that broke. We told Rick that and he said too bad we aren't covering it. Mostly I find it offensive that we are accused of breaking this furniture. i would like them to honor their warranties but if that can't happen I want others to be aware of their business practices.

      Business Response

      Date: 12/23/2022

      Good afternoon, Our leadership team will be reaching out to the customer and offering a one time courtesy replacement of the piece. If the customer has any further concerns, they may contact our leadership team.  Thank you, Raymour & Flanigan

      Customer Answer

      Date: 12/28/2022

      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:12/09/2022

      Type:Billing 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 moved and financed a new couch for my new apartment. Raymore and Flanagan sent the bill to my old address and ot took them 3 months and a phone call from me to ask them where the bill was so I can pay it. Because of the late parents my credit was hurt and they dropped off the couch to the new address. They should've updated their address and mailed the bill to my apartment where I actually live. Now my credit is hurt and I asked them to remove the late payment from my credit and they won't do it. Please help and thank you

      Business Response

      Date: 12/22/2022

      Good afternoon,Our leadership team and credit team are working with ** **** to attempt to remove the credit issues on the customers account. We will reach out as soon as we hear confirmation of the removal of the negative marks. Thank you,Raymour & Flanigan

    • Initial Complaint

      Date:12/09/2022

      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.
      October 2021, I purchased sofa and loveseat with platinum warranty. I was told by sales man actually 2 different salesman that platinum means every accident counts no matter what it is. Now when I put in a claim that I had to remove staples that popped out of the arm and ripped a few pairs of pants and then my new refrigerator punctured my furniture, that doesn't count. I was also told that it looked like pet damage. Which again, if it was, it shouldn't matter because both salesmen said it does not matter. After viewing my furniture, Raymour informed me that doesn't qualify and I should talk to a salesmen. WHY!!!!!!!
      There is no collaboration and teamwork involved with this company. How loosely can the salesmen throw that word out and then management say no. What kind of business operates like this.

      Business Response

      Date: 12/20/2022

      Good afternoon,Our leadership team has attempted to contact the customer. We have left a recorded voicemail. If customer could please provide another number to be contacted at or return our leaderships phone call.Thank you,Raymour & Flanigan

    Raymour & Flanigan is NOT a BBB Accredited Business.

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