Furniture Stores
Raymour & FlaniganThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Raymour & Flanigan's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 815 total complaints in the last 3 years.
- 237 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/04/2022
Type:Product IssuesStatus: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.
11/29/2020 I purchased a sectional with 3 power recliners, table & the platinum protection plan for a total of $3,934. August 2022, all 3 power recliners stopped working. I put in a claim with ******** Protection Plan service, they came to my house for the repairs on 8/26/2022. Repairman only had the materials to fix 1 of the recliners & told me the other 2 would need to be ordered. His manager later contacted me & told me the pieces were ordered. In the meantime, I noticed that the USB port in the piece that was repaired was not working. I figured I would notify them when they came back out to repair the other 2 pieces. 9/20/2022 they came for the 2nd repair. Repairman came with only 1 of the 2 pieces that were needed. However, it was not even the correct piece - the power button was missing the USB port. Repairman said it would have to be reordered. I asked about the 3rd recliner & he said that he only had the 1 piece & I would have to call the service department back to order the other 1. I also notified him that the 1st pc that had previously been repaired was not fully functional. The power recliner worked but the USB port attached did not. He said he could not repair it & that piece would have to be ordered again as well. I called the service department back & the woman got quite rude but said the pieces would be ordered. They came back for the 3rd time on 9/30/2022 with NO pieces with them to fix any of my 3 recliners. He was extremely nice & was the repairman that came the 1st time. He got right on the phone with his manager, took pictures of the pieces & his manager assured me they would take care of it & get the pieces ordered. It is now 11/4/2022 & I have not heard from them. I have called multiple times & no one answers & have left at least 2 messages. After dealing with this for over 2 months, I still don't have any of my 3 power recliners fully functional. I've been very patient & I just want them to do their job, fix my furniture & extend my warranty.Business Response
Date: 11/14/2022
Good afternoon, Our leadership team has attempted to call this customer. We have left a recorded voicemail on 11/7 and 11/10. If the customer could please contact our leadership team back, or provide a better contact number where they can be reached. Thank you, Raymour & FlaniganCustomer Answer
Date: 11/14/2022
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I did not receive a phone call or message on November 10. I did however, receive a voicemail on November 7. The message started beeping and breaking out a few seconds in. I could only hear a few words and then there would be a beep and then it would go silent for a few seconds. So, i could hear that they were trying to give me an extension to call back, and I believe they said to ask for Lucy or Gary, but i could not make sense of the message. i listened to it multiple times and played it for my husband. i attempted to call the number that called me multiple times, and i tried all of the prompts but was never able to reach a person. I would love for them to call me back again. I just want to get my furniture fixed.
Regards,
******** ******Business Response
Date: 11/17/2022
Good afternoon, Our leadership team has spoken to the customer, and we have explained about scheduling her part order and offered her a gift card for the inconvenience. If the customer has any further concerns, they may contact our leadership team. Thank you, Raymour & FlaniganInitial Complaint
Date:11/03/2022
Type:Product IssuesStatus: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.
Living room set purchased 3/21/21 delivered 5/14/21 price for the set $6381.51 price for the couch $1997.46 plus tax, price for the 5 year protection plan $399.95. Account number *******************. The leather couch is peeling in the seams of the cushions after 17 months and hardly used ( we sit in the recliners).I called the service department, sent a email etc and finally got in touch with them, they sent out a tech he looked at it took pictures and said it was normal wear and tear and that he could spray it but it would just come off again. I declined the spraying. I called the service department again and spoke to a supervisor Melissa and she said the same thing but said as a courtesy she could replace it using the protection plan but it is a one time replacement so I would loose my 5 year protection on the couch. I told her this could not be just normal wear and tear that I have friends with leather couches with kids and they don’t have this problem, I said it had to be a defect. They still would not budge so I feel either way I am loosing and I beleive they should replace the couch but continue with the protection plan. So I requested that her supervisor to call me. Anthony Lewis has been working with me, he first try to tell me the same thing I was not getting any satisfaction with him at all, when I said it was not acceptable and I would be involving the better business bureau he offered me a gift certificate I declined I don’t need more furniture I need a couch without defects! He than offered me a refund of my protection plan I declined again what good is that when I would be looking at the couch for many years! There is only two of us that live in my home a couch should not be looking like this in this of short of time. Please help me get this resolved!Business Response
Date: 11/08/2022
Good afternoon, Our leadership team has been in contact with the customer. We have offered a 1 time courtesy exchange of the piece. If the customer has any further concerns they may contact our leadership team. Thank you,Raymour & FlaniganCustomer Answer
Date: 11/10/2022
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.
per the phone call with them we agreed that my protection plan will continue until my five years are up! I had him email me with that info! The delivery date of the new couch is scheduled to be delivered 11/17/22.
**** * **** ******Initial Complaint
Date:11/02/2022
Type:Billing IssuesStatus: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.
While visiting family in Brooklyn New York the week of 10/24/22 for a funeral service I along with my sister went to the business establishment to purchase furniture for my sister's home.
the main purchase a bed, we were informed that delivery would be free. i then went on to add a Kitchen Island and a sofa but was never informed that i would be charged delivery for these two additional items and did not notice on the receipt I was charged $ 194.99 until i arrived back to Oregon and was going to make a payment.
My sister went back on Monday and spoke to the sales associate and was informed that yes the delivery for the bed was free but not the other two items. We were never informed of this at purchase were we could have made an informed decision on whether to continue with the additional purchases and since delivery is already coming to the apartment for "free" why would we pay additional My desire resolution is to have the delivery charges of $194.99 refunded to me.
I have attached a receipt of my transaction.Business Response
Date: 11/05/2022
Good afternoon,We have refunded the customer's delivery fee. $212.30 will go back to her financing company of ** ****. If the customer has any further concerns they may contact us at ###-###-####.Thank you,Raymour & FlaniganInitial Complaint
Date:11/01/2022
Type:Product IssuesStatus: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.
Mislead! buyer beware! in November 2021 I purchased 2 sofa and reclining chair sets. Extended protection plan was purchased. After the salesman mislead and basically lied to us about the coverage, she wrote up the our order on numerous receipts. What they failed to tell us during the transaction was that I was purchasing a sofa (with a small discount) that was not covered under the protection or warranty. We would have NEVER purchased any furniture without the extended plan. After just a few months, the leather on the seat of the sofa began to crack and peel. After contacting R&F I was informed they could do nothing for me as the product was sold without a warranty bc it was a floor model and that it was written on the receipt letting them off the hook. So what they are claiming is a sofa bought for over $2000 can peel and look like trash after just a few months and they are off the hook since the salesperson deceived us. After contacting the manufacturer, I was referred back to the store. The customer service all around has been horrendous. R&F then sent out a tech (on 2 seperate occasions) who spayed the damaged furniture with with some type of spray paint that immediately peeled and cracked. The manufacturer is now saying the store has informed them and they stick with the sofa being greatly discounted and they dont know how long it has been on the floor. So at this point I have furniture that costs thousands of dollars extremely damaged after a few months. I am honestly at a loss with how to proceed. The entire experience has taught me that after being a R&F customer for many years (numerous sets have been bought) they lie to make a sale and do not stand behind their product what so ever.Business Response
Date: 11/08/2022
Good afternoon,Our leadership team has been in contact with this customer. We have offered an exchange on the item. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & FlaniganInitial Complaint
Date:11/01/2022
Type:Product IssuesStatus: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 sectional with recliners, I was set on two but the salesman talked me into 3. I asked if all three would open even calling the store after I purchased to ask again and I was guaranteed they could all be used simultaneously. This was not the case, they did send a technician to check. The only resolution I am being provided is that I can exchange with a 40% restocking fee or “not use all three at the same time”. I am hoping for a refund of the difference between power recline vs no power recline as I’m not paying 40% restocking fee.Business Response
Date: 11/05/2022
Good afternoon,Our leadership team has been working with this customer. The new piece will be delivered on 11/11/22. If the customer has any further concerns they may contact our showroom leaders.Thank you,Raymour & FlaniganInitial Complaint
Date:11/01/2022
Type:Product IssuesStatus: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.
The original date of the transaction took place on October 8th, Delivery date was October 11th. I purchased them for $811. I contacted the business on October 14th, that stands that hold the bed up, were loose, and began to fall apart. I scheduled a service date online, I called because I didn’t receive confirmation. Someone showed up a few days later, and I explained that Raymour stated there was no service in the system for me. A few days later, the bed completely broke, and can’t be repaired. My mattress is half way on the floor now, and is standing with a paint can. The customer service has been unacceptable. I spoke with a supervisor “Monica” out of the suffern service center whom was really nasty, and extremely rude. I cannot believe that she was that rude ? I asked if this was recorded line, she refused to answer. I would also like to have this looked into, the time of the call was 12:37pm, and lasted 26 minutes. She didn’t let me speak, we just kept speaking over me. Initially she stated they don’t any emails from me, however, I emailed, and sent screenshots to the same email I sent the photos to prior to today ! She stated “They may have been deleted”, so the service department just deletes requests ? I stated I will follow up with BBB, she said ok so you’re refusing service, just to go and complain …That’s unacceptable to speak to a customer that way, and said sorry YOU feel that way. At no point did she understand I’ve been emailing since the 14th, after only having the bed a few days, just for her to tell me there’s no record of that, then to find that I “rescheduled maintenance”. She kept placing the blame on me, reiterating that I needed to this, I needed to do that, when in reality, the quality of the furniture is not substantial, and there is no sense of urgency on the business’s behalf !Business Response
Date: 11/05/2022
Good afternoon,We have exchanged out the bed and given the customer a new one on 11/2/2022. If the customer has any further concerns they may contact us at ###-###-####.Thank you,Raymour & FlaniganCustomer Answer
Date: 11/07/2022
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:10/31/2022
Type:Product IssuesStatus: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.
We purchased 6 dining room chairs about 2yrs ago. First time we used them my 160 lb son sat on a chair and the split in two. Raymour replaced it with a used chair that someone obviously attempted to repair (It was butchered everywhere the cushion attached to the legs, see photos). We did not discover this "attempted repair" until it broke again 6mos ago and we turned it over and realized what they had done. I've gone back to the store and they referred me to corporate who just ignores me in spite of the photo evidence. They're claiming we're out of warranty but they sent me a previously broken chair as a replacement which fell apart after the 1 yr warranty. Doesn't seem fair. Thank You, *** ********Business Response
Date: 11/05/2022
Good afternoon,
The warranty on the chairs is one year, customer purchased 7/2020. The one replacement chair was sent in 3/21. The customer also did not purchase our 5 year Platinum Protection Plan. At this time the customer is out of warranty. We will be sending the customer a $150 gift card to use towards a new purchase.
Thank you,
Raymour & Flanigan
Initial Complaint
Date:10/31/2022
Type:Delivery IssuesStatus: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 accent chair at the Waterford store back in 9/2022 I was told by the sales representative Daniel S******* that I could pick it up in 2 days. He called me last minute to let me know that the chair was out of stock until 10/3/22. I called prior to the 3rd to check on the status they told me that I have to put down at least 10% down which I immediately did. Then they pushed back the pick up date even for a later day. The 10% down was approved by the manager. Then a week later, I was informed that if I pay 20% I’ll get it faster. I paid them the full 20% and I received an email stating that I’ll get it 11/8 but if I wanted a faster delivery I should make a payment which I did (I ended up paying in full for the chair). Then, today 10/31 I received another email stating that now it will take even longer until 1/1/23 to get the chair. I requested to sell me the same chair they have on display and still refusing to do so even though it paid in full. I’m requesting the item I purchased as soon as possible.Business Response
Date: 11/05/2022
Good afternoon, This customer has received the item on 11/3/22. If the customer has any further concerns, they may contact our showroom leaders. Thank you,Raymour & FlaniganCustomer Answer
Date: 11/07/2022
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:10/27/2022
Type:Product IssuesStatus: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.
Shedding on the left side of material on the reclining chair - not caused by customer The CO. of Raymour & Flanninigan insists on Not re? the chair - which is on Warrantee - **** **. was contacted in person, response was uncaring and surly.Business Response
Date: 11/03/2022
Good afternoon,
Our leadership team has spoken to this customer. We have offered to waive the service fee, and customer would be only responsible for the parts. If customer chooses this option, they may contact us back so we can order the parts.
Thank you,
Raymour & Flanigan
Initial Complaint
Date:10/26/2022
Type:Product IssuesStatus: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 August 10th I order the ****** 3 piece sectional set VIA email with a sales rep Brenda W********.
Order Number 08102DOXSLL
Order Date 8/10/2022
Delivery Date 8/14/2022
Order Total Subtotal $3,134.80
Delivery $224.99
Tax $201.59
Total Balance Due $3,561.38
The quality is extremely poor! No tags on any of the furniture and no paperwork like normally given with something BRAND NEW.. No paperwork even on the $200 protection plan.
On 8.14 the couch was delivered. The color was off from one to the other. The one looked dirty and used and they felt real flat like no cushioning was in them.
On 8.16 - I contacted Brenda and she forwarded the info on to someone who could help me.
8.18 - Spoke to a manager briefly and she said a replacement was coming.
- New furniture came between 8.18 - 9.4, I don't recall when
9.5 - Contacted Brenda again about the new pieces that came. They were just as bad as the first set! Barely any stuffing in them.
9.20 - Emailed Brenda - New furniture came and I refused replacement. The SAME issue! Barely any stuffing in them! The service people had a dirty old piece of foam in their truck they stuffed in one to try to help me. It appears they didn't even know why they were coming here! Raymour just kept sending new pieces that are useless. And by seeing all these replacement pieces, it's clear it's a quality issue. It's not a 'dud' in the bunch.
Delivery agreed, they are too flat and will only get worse.
10.7 - Service filled the bottoms and I had to practically beg him to fill the back.
10.12 - NO improvement with the cushions. This shows for $3k, this is overpriced and understuffed.
Even the delivery and service men admitted it's not the same quality as the 'old days' and that if they just made the furniture correct the first time, all these service calls would not be needed. They also said, this is a common issue for this set!
Pics NOW. Flat looseBusiness Response
Date: 11/05/2022
Good afternoon, Our leadership team has been in contact with this customer. We have provided options to resolve this complaint. Customer just needs to contact our leadership team with her decision. Thank you,Raymour & FlaniganBusiness Response
Date: 11/08/2022
Good afternoon, Our leadership team has spoken to the customer. We have agreed on a reselection, and any left over credit would be refunded to the financing company. If the customer has any further questions the customer may contact our leadership team. Thank you,Raymour & FlaniganCustomer Answer
Date: 11/10/2022
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. I have spoke to the manager at A store by me and he helped me with the new sale and the credit for the defective set. if I have issues w the financing when the statement is available he said to contact him.
Regards,
****** *******
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