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 has 122 locations, listed below.

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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

  5084 Commercial Drive Yorkville, NY 13495

• 

  Raymour & Flanigan

  845 Maple Road Rochester, NY 14611

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:12/07/2022

  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.

  Raymour & flanigan store on flatbush ave in brooklyn offered their "Platinum protection" 5 year warranty to me in store. They explicitly stated to me that "everything is covered. Even if you take a knife and cut the couch yourself it is covered". Now when entering a claim for minor scratches, they have asked to provide pictures, to then deny the claim saying they look like animal scratches and are not covered. I told them i do not own a pet and t hose are not animal scratches. They are disregarding that fact and still decide to not cover or honor the warranty that i purchased based on the premise that "everything is covered". This is a scam they have been running for many years and plenty of other consumers have also complained about this exact warranty.

  Business Response

  Date: 12/17/2022

  Good afternoon,We have left a voicemail to the customer to contact us back regarding this claim. If the customer can please contact us or advise a better number to be contacted at. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 12/19/2022

  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 have not received any recent calls since filing this complaint. I had previously called the business numerous times and each time they refused to honor their warranty. I called corporate and complained and corporate said they took note of the complaint and will reach out to me. Next day I receive a call from same department telling me there is nothing they can do, despite the complaint made to corporate. The 5 year “platinum protection” warranty I had purchased from them was verbally explained to me as “covering everything”. Salesperson went as far as to tell me “you can take a knife to the couch and tear it yourself and it will be covered”. They now have told me the small damages to my couch are not covered simply because they appear to be animal damage. I do not own an animal or pet of any sort. These are wear and tear damaged caused from my 6 nieces and nephews (even some pen marks, what about that damage??), I have explained this repeatedly but to no avail as they simply do not want nor care to honor their word or warranty. It is a loop hole that they try to play to relieve any liability on their end and it needs to be investigated as a scam. 
  Regards,

  Business Response

  Date: 12/22/2022

  Good afternoon,Our leadership team has spoken to the customer. Customer will get a refund of $326.57 and a check is being mailed out to the customer. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:12/05/2022

  Type:Delivery 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.

  On 7/31/2022, a Raymour & Flanigan delivery truck pulled up to my house when I was away for the weekend. I had not purchased anything from R&F, they had the wrong delivery address for their delivery. The delivery person used his battery operated screwgun to ring my Ring doorbell, and pressed the trigger on the screwgun, causing damage to my ring doorbell. I spoke with him over the doorbells intercom to inform him that he was at the wrong address, and he called his dispatch agent and left. When I returned home the following Tuesday, I immediately noticed the damage and checked my recorded videos to see the recording of him doing this.
  
  On 8/2/2022, I called R&F and spoke with Guy D*****, provided him the video evidence, which he agreed was incriminating and offered to have R&F reimburse me for the cost of replacing the doorbell. He said it would take 3-4 weeks to receive the check. After 5 week without the check, I emailed him directly to ask the status and did not receive a reply. I called a week later and was told "the check was processed today, you should receive it in 3-4 weeks" by someone else. It is now FOUR months and I have placed 6 different calls looking for my check. I have been told that the check was mailed, and I probably misplaced or threw it out, I was told that the accounts payable department would process another one and I would receive it in 2-4 weeks, which never happened again. I have explained the situation now to four R&F employees, all of whom told me they would follow up on it and call me back, and I did not receive a single call back from any employee until I informed them I was filing this complaint. A week ago, I finally received a call back saying that the notes in my file say I received the check and threw it away, which I called out as a lie, and they would have AP process a new check and sent to me in 2-4 weeks. I still have not received the payment.

  Business Response

  Date: 12/17/2022

  Good afternoon, We have sent the check to the customer 3 times, and customer states he has not received it. We are submitting for a fourth check request. If the customer has any further concerns, they may contact us at **************Thank you, Raymour & Flanigan 

  Customer Answer

  Date: 12/19/2022

  Better Business Bureau: 
  
  I have finally received the check this time. There is no need for them to send out a "fourth" one. We can consider this matter closed. 
  
  Regards, 
  
  ******** ********

• Initial Complaint

  Date:12/04/2022

  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.

  I had a mattress delivered and the delivery men did not remove my old box spring and bed frame as I was told would be the case by the salesperson when I placed the order. The store is the one located at 531 Route 46 Fairfield NJ. I now have them sitting in my drive way and will have to pay someone to take them away, I tried dealing with the store but without any resolution.

  Business Response

  Date: 12/15/2022

  Good afternoon,Our leadership team has spoken to this customer about this complaint. We have advised that we can only pickup the box spring and we did that on 12/11. If the customer has any further questions they may contact our showroom team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:12/04/2022

  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.

  On 11/3/2022 I ordered a bedroom set (Lana 4-Pc Queen bedroom set and Chest), order# ***********. My order was delivered on 11/14/2022, and on 11/16/2022, I noticed scratches on both the headboard and dresser. Also, on delivery I verbalized concerns with the assemblymen about the instability/unevenness of the dresser and chest, and was told that my floor was on a slant (the two items are on opposite sides of my bedroom). I have since contacted my apartment building management, my bedroom was assessed and it was determined that my bedroom floor is NOT on a slant.
  I have made 4 attempts to reach Raymour & Flannigan service department between 11/16/22 and 12/02/22; left voicemail messages, but no one has returned my call.

  Business Response

  Date: 12/09/2022

  Good afternoon,Our leadership team attempted to reach the customer today. The call went straight to voicemail and would not allow us to leave a message, the mailbox was full. If the customer could please provide another contact number or give us a call at ###-###-#### so that we may rectify any concerns.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:12/02/2022

  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 a sectional December 2019. I purchased a warranty that should fix damage to the sofa. Since buying and every time something goes wrong with the sofa they never want to fix it. When I contact for cleaning that is covered inter the warranty they claim it’s only spot cleaning. Now my sofa had a loose stitching and is starting the fray and again they do not want to fix it. But yet they expect me to finish paying.

  Business Response

  Date: 12/08/2022

  Good afternoon,We have offered the customer a reselection of the merchandise. Customer has accepted this and will be placing a new order with the credit. If the customer has any further concerns they may contact our showroom management.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:11/30/2022

  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 couch from this business in November 2020, and it arrived with a severe bend in the middle. Sitting on it would cause the middle of the couch to nearly touch the floor. I called about it, hoping to get a replacement, but instead they scheduled to have someone come “repair” it. All they did was screw a wood board to the piece that was bending to reinforce it, which helped for a few weeks or so but after that it started bending again. Recently it has cracked and is bending worse than when it was purchased. Obviously they sent someone to do a cheap fix to avoid replacing it, and now that the inadequately short included warranty is expired I am out of luck. I called to have it repaired again and was just told there was nothing they could do. Couches are not cheap, and to have it have barely lasted 2 years with a half-a**** fix is simply unacceptable. I would prefer a refund but obviously it is past that point.

  Business Response

  Date: 12/08/2022

  Good afternoon, The vendor of the furniture only has a 1 year warranty. That warranty expired in November of 2021. We do offer a 5 year Platinum Protection Plan, but the customer did not purchase this. Our technician has deemed the furniture unrepairable so we would not be able to offer service. At this time, no resolution will be offered by Raymour & Flanigan. Thank you, Raymour & Flanigan

  Business Response

  Date: 12/24/2022

  Good afternoon, Our leadership team will attempt to contact the customer again after the holiday weekend.  Thank you, Raymour & Flanigan 

  Customer Answer

  Date: 12/29/2022

  Better Business Bureau: 
  I was contacted by the business and given half the value of the value paid for the couch in store credit. While I’d hoped this would include the tax and delivery that was paid on it I am still pleased with the results. I am having the new couch delivered next week, and for now this ticket can be closed out.  
  
  Regards, 
  
  ***** ******

• Initial Complaint

  Date:11/30/2022

  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.

  On 27/11/2022, I purchased a ********** mattress online from Raymour and Flanigan website for $2899.99 and an AdjustableBase for $1618.20. On the website. I selected the option to remove my old mattress. The mattress had no stains, and no holes, and was sanitary and safe, as this was a requirement on the website to receive the service, added to this I placed the mattress into a mattress disposable bag. To make it easier for them to remove. When the men arrived on 28/11/2022, I asked them to take the mattress. The delivery man refused to asses the mattress when he rudely said he was not going to take it since they don't take mattresses.
  On the same day (28/11/2022) I ended up going into the Co-Op City Raymour and Flanigan to reselect a mattress since the first one I ordered was too firm and hurt my back. I was able to reselect a mattress with the help of Frank the manager. I explained the situation to him and he made a note instructing the delivery men to remove the original mattress (My first mattress), remove the beauty rest mattress (purchased from Raymour, on 28/11/2022) and place the new Sealy mattress into the home. When the delivery men showed up on 29/11/2022, they refused to take the mattress even though we showed them the paperwork with the note from Frank. They told us the previous delivery guys were supposed to take it. They can't take it. They have been running me in a circle and no one is trying to help me here.
  Since then I have contacted multiple persons from the store, with no solution in sight.

  Business Response

  Date: 12/09/2022

  Good afternoon, Our leadership team attempted to contact this customer. Our delivery team will be picking up the old mattress today, 12/9/22, in the afternoon. If the customer has any further questions or concerns they may contact us at ###-###-####. Thank you,Raymour & Flanigan 

• Initial Complaint

  Date:11/29/2022

  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.

  In March,2019, purchased Dining table & 6 chairs, plus purchased Platinum Protection plan, Table & Chairs total $1,579.38, Protection Plan $299.95,
  In the last 6 months noticed the paint on table top just wearing away, it’s a dark color, now the white color underneath is showing through, not normal, made appt. With Raymour & Flanigan to fix table top, they said they couldn’t fix it, so there offering me $200.01 towards another table, my protection plan costs more, it was stated in protection plan if there not able to fix it, they would replace it. I’m a senior, I think there trying to rip me off, please help.
  Thank you
  ******* ********

  Business Response

  Date: 12/10/2022

  Good afternoon,Our leadership team has contacted the customer. We have offered full credit for the table. Customer will go into the showroom to make the reselection. If the customer has any further questions they may reach out to our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 12/12/2022

  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:11/27/2022

  Type:Sales and Advertising 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 mattress online with next day free delivery and disposal of old mattress advertized. I specifically chose this item and this purchaser based on that offer. When I finalized the purchase, a vague one time pop up came through, telling me that in order to have delivery and pick up, the old stuff had to be in acceptable condition, everything had to fit where I wanted it, they would only pick up in exchange for a drop off, so on. This made sense to me. However, the definition of "acceptable condition" was never spelled out on their website, or even mentioned anywhere else that I could find. To me acceptable means clean, but probably worn, not hazardous, no insects, no bodily fluids, but it is obviously being replaced for a reason, so not anything like a new condition. That to me is acceptable. Upon delivery, I was informed that it is actually their policy to refuse pick up of any stained items. Even obviously clean, dry items, or items where the stain is not large or fresh. I was told literally, no stains. But, this was not listed anywhere on their website. Not prior to purchase. Not under the delivery information page. Not under the FAQ, and not listed as a policy accessible via their chat bot. I literally had no idea until they were standing in front of me that my old mattress would not be transported to the landfill for me, because it was stained. So I called my local store, and was informed that it is their policy in-person to state "no stains" and it was just a shame I had bought my items online. While she "swore" it was somewhere on the website in "fine print", she also placed me on hold and looked, but shockingly could not find any such information either. I feel this is deceptive and unethical. I request humbly that the website be updated and this information regarding specific delivery criteria be made accessible to customers so they can make informed decisions.

  Business Response

  Date: 11/29/2022

  Good afternoon, We  do apologize for the confusion with the mattress removal process. Due to this inconvenience we will be refunding the customer $150 plus tax due to having to dispose of their own mattress. If the customer has any further concerns they may contact our team at **************.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 12/01/2022

  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:11/25/2022

  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.

  On 11/7/2022, I placed a furniture order which included a couch for 3,428.80. Order number is ***********. On 11/15, it was delivered and upon delivery I saw that the couch was too big. I immediately told the delivery man that I can not keep the couch. He said okay and to call the store my sales rep will help me. I called the store and they said sale is final. I was told to have called earlier but I explained that’s not what delivery said. I then called corporate who said it is at stores discretion how to handle. They said maybe they can give me store credit, an adjustment, a partial refund. I called the store back and left messages for them to call me which they ignored. Finally spoke to someone who rudely said I signed paperwork stating all sales are final after delivery and it’s not their error. I was lied to by delivery and that the store can not help all for the commission everyone made. The whole experience left me helpless as a consumer and stuck with furniture I can not use.

  Business Response

  Date: 11/29/2022

  Good afternoon, Our leadership team has spoken to the customer. Due to the fact that customer was not given the option to refuse delivery we will accept return of the merchandise. If the customer has any further concerns they may contact store leadership. Thank you, Raymour & Flanigan

  Customer Answer

  Date: 12/01/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  
  
  Regards, 
  
  ********* ********