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 Furniture (All NYC, Mid-Husdon, and Long Island locations)

  756 Vassar Road Poughkeepsie, NY 12603

• 

  Raymour & Flanigan

  112 Kasson Road camillus, NY 13215

• 

  Raymour & Flanigan

  2685 Walden Avenue Cheektowaga, NY 14225

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:11/22/2022

  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.

  Sectional was delivered January 2022. Contacted Raymour & Flanigan in July about a clunking noise and that recliner part was leaning to one side. They came out, didn't fix anything. Called again. They came out and he said he couldn't fix it and took pictures. I was told after that they wouldn't replace it or do anything. I talked with a supervisor, she said they would replace the frame underneath. Ordered it and said it would be 6 weeks. It has been over 7 1/2, I called and was told it won't be in until after December 10th. With the way items are backlogged, I don't expect it to be in then either. I expressed this to the representative. I paid over $5000 for this sectional and it didn't even make it 7 months and I think they should just give me a new recliner piece. She told me I could buy one for $1399 but that was what it was when I purchased the sectional, and she is sure it has gone up by now. I can buy it?????? What kind of business does that?

  Business Response

  Date: 11/25/2022

  Good afternoon, Our leadership team has spoken to this customer. We have offered an exchange and the new piece will be delivered 12/1/2022. If the customer has any further concerns, they may contact our leadership team. Thank you, Raymour & Flanigan

  Customer Answer

  Date: 11/28/2022

  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:11/21/2022

  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.

  Dear sirs, I purchased furniture from the showroom in Ocean Township, New Jersey. I purchased the warranty and I have had problems with all my purchases. My table was peeling that was repaired, my adjustable bed frame stopped working, that was repaired. Now one of my recliners is broken and the leather is peeling off on most pieces of the furniture. I paid showroom prices and I feel like I received outlet quality. A repair person came out on 11-11-22. He was over a hour late no phone call. I had to call in to see what was going on. He took pictures and said his boss would call me back that day. It is almost 7 days no response. The chair itself is not broken but the cushion part is. It's like sitting on metal. I have a warranty and I want my furniture repaired or replaced. Sincerely ******** *******

  Business Response

  Date: 11/25/2022

  Good afternoon, Our leadership team has spoken to this customer. We have offered an exchange of the piece. The new merchandise will be delivered on 12/15/22. If the customer has any further concerns, she may contact our leadership team. Thank you, Raymour & Flanigan 

  Customer Answer

  Date: 11/28/2022

  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:11/17/2022

  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.

  I ordered a full sized daybed (******) for my 68 year old disabled aunt at the showroom with a salesman. When it finally arrived approximately 6 weeks later, upon delivery, very noticeable was a twin sized daybed. I immediately contacted the store questioning how this occurred. I was put in touch with the store manager Lucy ******** who ultimately confirmed that the Raymour & Flanigan website listed inaccurate information. She suggested the only way to help was for me to come back into the showroom and select a different full size daybed.
  
  A couple of days later I stopped in, met with Lucy who was apologetic however, made sure to advise me that the dimensions listed were wrong although the mattress size clearly stated FULL. I replied, I don’t work for R&F so if the product description says FULL, I am naturally assuming it IS FULL SIZE.
  
  I located a new full size daybed (*****) on their website, there were no options in showroom, and Lucy placed the order; 4-6 week lead time and we proceeded with the sale.
  
  I asked Lucy, since R&F created this issue, would she be able to discount the replacement bed because iit cost more than original. She responded, “there is absolutely nothing that I can do until the bed is in and ready for delivery; at that point I can offer you a discount. I am unable to offer you a discount at point of sale/order placement.
  
  This afternoon I received phone calls and emails notifying me of the bed arrival and delivery date selection.
  
  I spoke to Lucy and she back paddled on the discount. I reminded her of what she told me and she responded with, “it’s special order, I cannot offer you a discount. I can give you a $100 gift card. Needless to say I was mortified!
  
  I just underwent a major surgery on November 10th and have no strength for even a verbal spar match. Per my doctors request, no stress.
  
  I shrugged it off and contacted BBB to file a complaint.

  Business Response

  Date: 11/29/2022

  Good afternoon,  Our leadership team has taken a look at this customer's sale. At the time of
  the purchase we refunded the customer her delivery fee and sent her a $100
  Raymour gift card for her inconvenience. Due to the fact
  this customer had to wait another 4 weeks for a new bed, we sent her a bedframe
  and boxspring as a loaner since she had just gotten surgery so she was not
  sleeping on the floor. We explained that if the item went on sale we would price
  adjust but at no point did we promise an additional discount. There is no further resolution from Raymour & Flanigan  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 have determined that this does not resolve my complaint. 
  
  
  
  Regards,
  
  ******* ****

• Initial Complaint

  Date:11/15/2022

  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 bought a dining room table set for approximately $2500 on 9/10/22. A few weeks after delivery top of it started chipping. They did send somebody to come out and repair the table however I asked them not to that I wanted a replacement which they did replace the first time. Two weeks later the second table started chipping exactly like the first. They want to keep sending repairman to fix it I want to choose a different table I can’t stay home every two weeks waiting for repair service they refused to do that. It is only me and my husband that live in this house I do not have grandchildren and we do not abuse this table. We use placemats trivets and coasters. I do believe it is a manufactures
  issue but they refused to hear that.

  Business Response

  Date: 11/25/2022

  Good afternoon, Our leadership team has offered this customer a reselection. She will be reselecting with her local showroom. If the customer has any further concerns, they may contact our leadership team. Thank you, Raymour & Flanigan

  Customer Answer

  Date: 11/30/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  They are working with me issue is being resolved. Thanks.  
  
  Regards,
   
  ***** ******

• Initial Complaint

  Date:11/15/2022

  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.

  I purchased a 5 bed set over the phone that was just under $3,000. The delivery was set for 2 months after purchase. The delivery came a month early I was at work and had a family member in the house while furniture was installed. When I came home, I noticed 2 nice scratches on my hardwood floor-they were refinished 2 months ago. Everything was fine except the floor. One week of having the bed, the side frame snapped in multiple places while sitting on my bed. Upon disassembly, the headboard was extremely uneven-a book underneath was the only way to make it steady. I went to the store today to ask for a refund, do not want it fixed because it’s made of poor quality. They are unable/unwilling to offer a refund stating they have no such policy. They stated I could receive store credit and purchase another bed set but I’m responsible for the difference. There is absolutely no reason this bed did not last a full week without breaking. I am pregnant and could have seriously been injured. I am disgusted there was not more effort to refund my money. I was not given a receipt since I purchased over the phone. I did not view their refund policy as there was no where for me to view it.

  Business Response

  Date: 11/23/2022

  Good afternoon,Due to our no return policy, we are unable to take back and return the furniture. We have offered the customer a reselection credit, to pick out something else. The customer just needs to contact the showroom and they will assist in the reselection. As for the home damage, our drive team did take photos when the furniture was delivered, and no scratches were visible on the floor. Customer did not report the scratches until 11/21, and with the delivery on 11/6, we are unable to substantiate that the scratches came from our delivery team. If the customer has any further concerns they may contact our leadership team at ###-###-####.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:11/15/2022

  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.

  Raymour & Flanigan charged me twice and has refused to communicate or make it right. Karen ***** the manage hung up the phone when trying to communicate. I paid through my checking account for the furniture and they opened a charge and charged me again for the full amount. They admitted their mistake but did nothing to fix their error. Months have gone by and the credit card says I owe almost $1,000 and when I call the York, PA store, the manager Karen hangs up on me. This is fraud and I filed a report with the credit card company and started a formal investigation through them. I am a widow living on social security, my husband just passed away and I feel very taken advantage of.

  Business Response

  Date: 11/21/2022

  Good afternoon, We do apologize for the delay. The credit has now been submitted to the financing company. They should reflect the credit in the next 48 hours. If the customer has any further concerns they may contact us at ***************  Thank you, Raymour & Flanigan

• Initial Complaint

  Date:11/09/2022

  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.

  My furniture was delivered October 20, 2022 I paid $4300 for my furniture on the delivery man delivered it I told him it didn’t sit right he said it had to fall out it was from shipping on October 21, 2022i called the store and told them about it they had me send pictures I did also told them that the 2pice love seat was 2 different colors you could see in the pictures a week later the service guy came out he fixed the left side of the love seat but couldn’t fix the difference in color now they are saying it is my floors in my house and that the are not two different shades of gray every one that has come to my house sees the 2 different shades it is not my floors I had a sofa there for 25 years and it never looked like this one every time I call the call me back and tell me they are not coming back to my house not taking back my Furniture that there’s nothing wrong with it and that the manager said too bad

  Business Response

  Date: 11/10/2022

  Good afternoon,Our leadership team has reviewed the photos, and our technician also took photos of the furniture. After review there is no color difference on the pieces. On the edge of one of the pieces is a shadow coming off the window but no discernible difference in color. At this time no resolution will be offered.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 11/18/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ***** 
  
  The love seat is two different shades of gray not from wind at night it’s the same  when the service man came out he seen it he said the get so many at one time  that some times it’s a little different also he fixed it from not sitting right but they say it’s my floors not true had a sofa there for 25 years was not leaning to one side  they have been so terrible that I don’t even wanna do business with them so I’d like them to come get their furniture and take it out of my house I didn’t pay4359.81 for furniture that isn’t any good and they don’t care the love seat is now in one month falling apart

  Business Response

  Date: 11/29/2022

  Good afternoon,We are enclosing photos of the piece taken from our service technician, the colors of each piece match. Due to our no return policy, we will not be returning the merchandise. If the customer has any concerns/or needs service, they may contact our Customer Care Center and we would send a technician out to service the piece. Our phone number is ###-###-####. No further resolution will be given by Raymour & Flanigan.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:11/07/2022

  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 10/27, I had a bedroom set delivered. During this delivery, the installers damaged my wall. I had proof of the condition before and after the damage. I immediately called and spoke to Colin, who was the delivery manager. He asked me to text photos showing the damage and said he would return my call that day with a resolution for refund or repair. I never received a call back. I then called again on 10/28, 10/29, 10/30, 11/1 and 11/6 and was told on each call that I would hear back the next day. I have never been contacted and all of my attempts for a peaceful resolution have gone ignored.

  Business Response

  Date: 11/10/2022

  Good Morning,Our leadership team has spoken to this customer. We have agreed on an amount for financial compensation. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:11/04/2022

  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.

  Mold and mildew furniture. ******* King Bedroom Set. Cus#**********. Purchased 2 separate 4 piece ******* King bedroom set &platnum plan from Raymor &Flanigan store at **** ****** ******* ** **** ***** **. 1st time on 11/18/2018 cost $3,907.07 Second time 01/9/2022
  repurchased same bedroom set, cost $3,759 deliver 04/2022 due to a store back log and renovation done to room by licensed contractor to house 2nd set of ******* King bedroom set. On both occasions I saw mold & mildew growing out of bedroom sets; that has unpleasant odor. Both times complain was made and told that mold & mildew is NOT covered by platnum protection plan. 2nd time matter was further reported to store manager, service center supervisor and corporate office& no favorable resolution offered. Each time I call is being told someone will reach out to me in24-48 hrs, No one returns calls. Service rendered is extremely inadequate;I am extremely unhappy, dissatisfied with customer service offered. Had to dispose of 1st king bedroom set and still making payments. On 10/20/2022 made complain to cust. rep manager at lake grove, told matter have to be
  resolved with supervisor at service location. Call supervisor there, told to return to store of purchase, unable to provide store credit or refund, just refund of plantnum plan$309.95. Oct24,2022 made verbal complain to corp. office & sent via certified mail complain letter to CEO at **** ****** ************ ** as per website with photos of furniture. I am extremely dissatisfied with the service received. To date no resolution or response to the mold& mildew growing out of 4 piece KingBedroom set delivered April 2022. Seeking assistance to get store credit that can be used to purchase different King bedroom set of my choice with equal value as I currently DO NOT have a bed to sleep on. Raymor and Flanigan DO NOT care. My shopping experience has NOT been enhanced

  Business Response

  Date: 11/10/2022

  Good afternoon, Our leadership team has been in contact with this customer. We have come to a resolution. If the customer has any further concerns, they may contact our leadership team. Thank you, Raymour & Flanigan 

  Customer Answer

  Date: 11/14/2022

  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, 
  
  ******* ******* 
  Credit received, replacement furniture selected in store, awaiting delivery when items becomes available in stock 

• Initial Complaint

  Date:11/04/2022

  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.

  I ordered a dresser and a night table from Raymond and Flanigan (R&F) NY on 3/19/2022, order number ***********. The order was paid in full using my debit card. The dresser and nightstand were delivered by **********. ********** is the delivery company used by R&F to delivery the furniture in Virginia. Both, the dresser, and the nightstand, were delivered on 4/29/202, but the dresser was damaged. I have pictures of the damages in the case they are required to support my case. R&F agreed for me to keep the damaged dresser until the new replacement arrive. The damaged dresser was picked up and exchanged with the new one on 6/10/2022 with order number *************. On 10/22/2022 I received a bill due on 11/10/2022 from R&F for $658.21 charging me for the replacement dresser. When calling the R&F customer service they referred me to the R&F out of market department. The out of market department (Nikia) told me that according to ********** records, the drivers indicated that “the customer refused to return the damaged dresser”.  That is not true. Again, the damaged dresser was exchanged by ************ driver for a new one on 6/10/2022. ********** is responsible for executing the exchange order for R&F and is liable for the loss of the dresser not me. I called today 11/4 R&F to dispute the $658.21 charge and to request again a detailed investigation. I am not liable for a poorly executed order and a lack of coordination between R&F and **********. I do not have the dresser and I did not order a new one. Therefore, I should not be charged. After multiple attempts to try to remediate it, I have not had a resolution or a call back from either of them. I appreciate your help on removing the charges and please let me know if you need additional information. 

  Business Response

  Date: 11/14/2022

  Good afternoon, Our leadership team has been in contact with this customer. We have removed the charges. If the customer has any further concerns, they may contact our leadership team. Thank you, Raymour & Flanigan 

  Customer Answer

  Date: 11/14/2022

  Better Business Bureau: 
  Thanks for your support on this matter. I have reviewed the response email made by the business in reference to complaint ID ******** explaining that the credit department will send me a zero balance invoice once the process is complete. I find the explanation of the resolution satisfactory to me.     
  
  Regards, 
  
  ****** ********