Complaints

This profile includes complaints for Raymour & Flanigan's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Raymour & Flanigan has 122 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:10/23/2022

  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 September 17th 2022 I purchased a dresser, sectional sofa and mirror from this business. I told the sales person I had not seen my apartment yet and unfortunately I wouldn’t be seeing it until the day I moved in and he said it wouldn’t be a problem if something I purchased didn’t fit or didn’t work with the apartment. The order was picked up on September 30th from their warehouse location in Niskayuna NY by my movers and brought to my apartment. Unfortunately the mirror I purchased to go above the dresser does not work with the set up of the apartment. For 5 days I tried to make the set up work but there was no way so I called the business and asked how I go about returning that item. Only that item out of the entire purchase. The representative over the phone told me they do not accept returns. I explained it’s still in the box untouched and that I could bring it back myself and he told me they do not accept returns of any kind.
  
  I then went to google to leave a review to warn other sellers, the company responded asking me to email them and when I did they said they do not accept returns but would “see what they could do” and I never heard anything back.
  
  
  Out of my order which totaled over $2100 the mirror was only 139.95 of that and again, completely unopened. I find it unethical to not accept returns at all because if you have pride and integrity in the product you’re selling you won’t fear people seeing it and immediately changing their minds.

  Business Response

  Date: 10/31/2022

  Good morning,Our leadership team has spoken to the customer. We are allowing the return of the mirror. Customer will bring back to the showroom and be refunded. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/23/2022

  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.

  Date of transaction: 11/27/2021
  Promise of business: Manufacturer's warranty will expire 12 months after purchase
  Business did not respond to complaint letter sent
  
  I am formally contacting Raymour & Flanigan management to complain and to ask for management to replace the dining room set that I purchased from your store on November 27, 2021, with a different model 7-piece dining room set. The furniture, as of the date you are being provided with this letter is still under warranty, and I have reason to know that your store is aware of the inherent flaw in the furniture, yet however, continues to sell a defective product to customers. It is imperative that you provide a comparable dining room set at no charge to me. This situation has caused me much frustration since the dining room set at issue is a poor-quality product unfit for normal usage. I emailed Alexis Wilson, an employee from your store with pictures. I have also contacted several other employees at your store via e-mail and by phone to complain on at least eight separate occasions to notify you that the chairs are damaged and are unsuitable for sitting. Specifically, the arms of some of the chairs fall off whenever someone sits at the chairs, the legs are uneven, and the paint is chipped. Your store, at this point has only offered to keep bringing me the same model of chairs which have the same problem.
  
  Respectfully, your store has continued to fail to provide a suitable remedy since you have breached the implied warranty of merchantability inherent in any purchase of consumer goods within. It is implied in any purchase of furniture, that the furniture sold is fit for normal usage. You have breached this warranty and failed to remedy as shown by the following: (1) You sold to me six chairs which you know or have reason to know are haphazardly put together at the risk of a person falling because an arm rest may suddenly give way.

  Business Response

  Date: 10/31/2022

  Good morning,Our leadership team has been in contact with the customer. We have offered a reselection. Customer is out of town and will reselect after Thanksgiving. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/23/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  On 10/14/22 I walked into a Raymour and Flannigan and from
  the beginning I was lied to. IVY was the sales associate that assisted me in my
  purchase of an office chair that I was interested in. I told her I am looking
  to save MONEY and don’t want to spend a lot. She told me the delivery fee is
  $74.99 and I told her what if I came to pick it up instead? She told me to my
  face that they will deliver it to your house in a box and assemble it right
  there and clean up the box and mess right after. So I decided to go with the
  delivery, I received texts and emails that my scheduled delivery was for
  11:15am to 2:15pm. Then the day of my delivery 10/20/2022 I get texts and an
  email its now 12:00pm to 2:15pm. After 1:30pm I called R&F telling them
  that I still have not received my chair and that I do not have time to wait
  around all day, the person on the phone tells me that the delivery people made
  an unexpected stop. I told the person I have to leave for work soon! They
  should have been here within the time frame I was given! At 2:56 pm they arrive
  and at that time they send me the tracking link. Are you joking? The tracking
  link was supposed to be sent the day of the arrival, NOT when they arrive at my
  apartment! The 2 delivery service men were unkind, unprofessional, and
  standoffish. I also noticed the chair was NOT in a box and already put
  together. They brought it in and left. I noticed a lot of damage that was on
  the chair. The armrests were in the opposite spots, paint was chipped off the
  bottom of the chair. A screw was poking out of the back. This was POORLY put
  together and looks like it was done in a hurry. I could have ordered a chair
  from ****** and saved myself the money and hassle. I reached out to my local
  R&F and told them what happened with the delivery service and how damaged
  the chair was. They told me they will do an even exchange and if I receive
  another damaged chair, if I see a the tiniest piece of paint off it, I will ask
  for another one and another until I receive a perfect brand new chair. And I
  told the person that I wanted a credit towards my bill meaning I want money off
  my bill because of this….Unprofessional late delivery to receive a damaged
  chair!!! The person stated they could give me a gift card. I DO NOT WANT A GIFT
  CARD! This was my first experience and purchase with R&F and it will be the
  last! I emailed IVY over the weekend stating I received a 10%percent coupon for
  a first-time buyer in store purchase. She never responded and when I told the
  person on the phone about it along with the damaged chair, he said they don’t stack
  coupons and that the chair was already on sale. You have LOST a customer, I
  will never shop here again because of how I was treated and how I received a
  damaged chair. The chair should have been in a box like I was told to my face
  and put together here at my apartment. Instead, it sat in the back of a truck
  out in the open getting banged up and whoever put the chair together should be
  fired!  Because of the hassle and stress
  this company caused me, I want the delivery fee removed from my bill, so that
  my total is $409.31. I refuse to pay the delivery fee because of this
  nightmare. ****** furniture never sent me damaged furniture and delivered on time,
  but this company is the complete opposite. They don’t care about making
  customers happy let alone wanting to keep customers.

  Business Response

  Date: 10/25/2022

  Good afternoon, Our team has processed the refund of the delivery fee. This will be applied back to the customer's financing. Our leadership team did attempt to reach out to the customer, but had to leave a message. If the customer has any further concerns they may contact our leadership team. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/26/2022

  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:10/21/2022

  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.

  The nature of the dispute is, The business did not send the mattress I picked out. R&F sent what they wanted me to have and expected me to accept. Because of their policy. Bait and switch. I truly need a bed but I have no confidence in the store manager. He is not trustworthy. I just want my money back for the mattress and box spring. They can come to get the merchandise. You can feel the coils through the mattress. They sent me what they could not get rid of. The manager stated he sent me a new one by mistake. He is a piece of work.

  Business Response

  Date: 10/25/2022

  Good afternoon,After reviewing this customer's order, we do see where the customer had picked out and paid for a floor sample mattress. We sent her the mattress she had picked out, but a new one, as opposed to the one that had been sitting in the showroom. It is the same mattress. If the customer truly does not want to keep the mattress or box spring, we can set up to have those returned. The customer can contact showroom management to have this done. Any further questions can be answered by our showroom management team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/17/2022

  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.

  To whom it may concern,
  I purchased a sofa from Raymour and Flanigan on 06/25/22. The sofa arrived on 07/23/22. It appears to look new and comfortable. I once I sat on it that was when I noticed it wasn't firm. So, I called customer service and explained my issues about the cushions and the armrest. I made an appointment for 08/27/22. When the tech guy came he explained how the armrest was made. I told him that I didn't know that Raymour and Flanigan didn't make there furniture. So I went to there website to look for sofa I purchased. I find it so I started reading others customers reviews about the sofa. We had the same issue the cushions. So, I made another appointment for them to come back to my house. This was on 10/01/22. The tech guy place a 1/2 inch thick from under the cushions. I guess he thought it would make it firm. I would like a full refund. Because I can't enjoy sitting on the sofa. I have to use my cane to get up off the sofa. Now that's sad because,
  Raymour and Flanigan is a well known furniture store.

  Business Response

  Date: 10/20/2022

  Good Morning,Our leadership team has been in contact with this customer. We have offered a reselection of the merchandise, customer has accepted. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/24/2022

  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:10/17/2022

  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.

  On Sunday, October 9 I went into the Raymour and Flanigan store at Elizabeth New Jersey on **** Drive to purchase furniture. I ordered a two piece sectional which included a left arm facing chaise with a right arm facing loveseat. I told the sales person that I would be taking the furniture out of state. The furniture was delivered October 12. I took the furniture out of state and unpacked it on October 15. That is what I noticed that I was given a right arm facing chaise at a left arm facing loveseat. In addition the chase did not include any screw holes to attach the feet. When I called the location both the customer care manager and the store manager were very rude and on empathetic. Neither the customer care manager, Jenna or the store manager Lucy would even admit to the error although they both confirmed my order. The store manager told me that she was not legally obligated to assist me or rectify the mistake. In fact she would not even admit that it was a mistake on the stores behalf. At the time of purchase I financed the sectional and was given a $13,000 credit limit. In addition to a billing adjustment I am requesting to close the line of credit, and remove the hard inquiry from my credit report.

  Business Response

  Date: 10/18/2022

  Good afternoon,Our leadership team has been in contact with this customer. Customer requested a $200 credit back to her, which we are processing. And we will also be sending the customer a $100 gift card. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/19/2022

  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. Please note that I was also told I would receive a $185 credit since I no longer qualify for the platinum glove service. As discussed, I anticipate a total credit of approximately $391 to my account. Thank you. 
  
  Regards,
  ******* *****

• Initial Complaint

  Date:10/17/2022

  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 August 14 I ordered a bedroom set order number ***********. It was deliver August 18. I moved into my new home on September 4th and started sleeping on the bed. Ever since that night the bed was squeaking about two weeks ago on about October 4th I called to inform Raymour Flannigan of this, they scheduled a service rep to come a week later on October 13, since October 12 I have been sleeping on the floor because the bed broke. I am requesting a full refund for the defective bed, however they refuse to grant on saying that I can only get a store credit. I expressed that I do not want a store credit because everything I ordered from the store is defective. The couch o orders had to be replaced in less than a month because it came apart at the seams. The lap I ordered broke during installation. I was clear that I do not want anything else out of the store and would prefer a refund so that I can shop in a store where I am confident in their product. It’s going on two weeks since I am on the floor and I am not getting any real resolution or rendered solution to the fact that I am sleeping on the floor.

  Business Response

  Date: 10/20/2022

  Good morning,Our leadership team has spoken to this customer. The customer has reselected, and we will be bringing the new merchandise and picking up the old one on 10/24/22. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/15/2022

  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.

  I purchased a bed from Raymour & Flanigan on 05/03/22. In addition, I also purchased their Platinum Protection Plan. The bed was delivered and assembled by their delivery team. In October, five months after the bed was delivered, the bed started moving, sliding, and squeaking. I removed the mattress and saw that the legs connected to the center support rail had all shifted and were at approximately a 60 degree angle, one leg dug into my wood floor and made scratches. I called Raymour & Flanigan to set up a service call. The technician came, said the legs were loose and he bend down and tightened two of the legs. He saw the damage to my floor and took pictures. He agreed that this problem was going to recur, he would note that in his report and I would receive a call from customer service. I received that call and the representative told me that there was nothing to fix, that the legs were tightened by the technician and nothing was wrong with the bed. I asked to speak to a supervisor. The supervisor essentially reiterated the same thing and insisted that the technician "tightened loose legs". The technician outright told me that the slat system was not supported and that's why the legs were shifting. He also said maybe if I put a rug under the bed it wouldn't slide or if I got a "bunkieboard" it might be better. That is certainly not acceptable. I told all of this to the supervisor and the only resolution she could offer was to send out a different technician two weeks from today. I cannot use the bed if each time I get into the bed it shifts and the support legs move and scratch up my floor. Meanwhile the bed is still under the manufacturers warranty and I purchased the additional protection plan from Raymour & Flanigan and neither is backing up this five month old product. There seems to be no protection at all from the warranty that they talk about when you are purchasing the furniture. They say they stand behind every product they sell. Clearly not the case.

  Business Response

  Date: 10/18/2022

  Good afternoon,We have a technician coming out to the home on 10/29/22 to address any loosening of the bed. The customer has the bed on a wood floor which can cause sliding. Our service technician did make a recommendation of a bunkie board or a rug to help with the sliding, but those are optional, not needed to use with the bed. If after the service the customer has any further concerns, they may contact us at ###-###-####Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/13/2022

  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.

  Informed Raymour & Flanigan (RF) of defect in ******* * ****** ******* Luxury Cushion Firm mattress I purchased July 2020.
  9/27/22 (RF) inspected my mattress in my home and determined the mattress was defected and needed replacing. The inspector took photos of the mattress including the law tag. I received call from RF later in the day confirming they would replace mattress.
  10/04/22 Spoke with RF Watchung, NJ store manager Kyle H****** asking if I could replace mattress with the ******* * ****** ******* Luxury Plush mattress, manager said yes, but I must pay the difference. I did not want to pay the difference and decided to replace mattress with the same as my current ******* * ****** ******* Luxury Cushion Firm mattress. Kyle agreed and scheduled delivery.
  10/11/22 - Delivery arrived as scheduled. I approached the truck speaking with the driver as I did not want them to unload if the mattress was incorrect. I asked the driver what comfort level the mattress was they were delivering and he said it was firm. I told him it should be a cushion firm. I showed the driver a photo of my mattress tag and the driver said the mattress on the truck was different "it is a firm mattress" he said. I was not able to verify the tags on the mattress as the mattress remained on the truck during my conversation with the driver. I refused the delivery. Delivery driver said I would receive call from Customer Care that day. I never received a call from RF Customer Care.
  10/13/2022 - I emailed Kyle H****** (please read the attached emails particularly the emails dated 10/13/22).
  I've also attached a product detail of the ******* * ****** Estate ******* Luxury line of mattress. There is a difference in each model.
  
  At no time should a manager tell a customer: "I would suggest receiving the exchange at your earliest convenience and checking the law label yourself".
  
  I am requesting a $1,358.56 ($1,274.15 + $84.41 sales tax) refund from Raymour & Flanigan.

  Business Response

  Date: 10/25/2022

  Good afternoon, Our leadership team has been in contact with the customer. We are ordering the correct mattress for the customer. If the customer has any further concerns, they may contact our showroom leadership team. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/11/2022

  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.

  Bought a high top table and 6 chairs a couch love seat and 2 end tables in Manchester ct Unfortunately i didn’t buy protection was delivered Sept 1 and oct 1 noticed bubbling and paint chipping man came out and said he was sorry nothing he could do But he spray painted table now it’s worse then before color doesn’t even match …..I am very disappointed after spending all that money and now have a high top table ruined and now with spray paint on it that makes it worse Please help me a unsatisfactorily putchase

  Business Response

  Date: 10/17/2022

  Good afternoon,Our leadership team has been in contact with the customer. We have a service technician scheduled to come out to the home on 10/18/22 to address the customers concerns. If she has any further questions, she may contact our leadership team back.Thank you,Raymour & Flanigan