Business Profile

Furniture Stores

Raymour & Flanigan

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

814 total complaints in the last 3 years.
236 complaints closed in the last 12 months.

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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:04/08/2025
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.
We placed an order for the 2pc ****** sectional. Upon placing the order, we were told that it may arrive in 4-6wks but the sales rep was confident it'd be sooner & said "it's always sooner than the given timeframe". Exactly 6wk later to the day, we received a call that our couch had arrived & will be delivered between 8-9:30a.m the following a.m. At this time we still had our current couch & scrambled to sell it on ******** to make room for our new sectional. Later that day, we got a 2nd call that 1 of the 2 pcs arrived damaged & would need to be re-made. At no point in time did anyone from Raymour & Flanigan advise that our delivery for the other pc was cancelled. It wasn't until my husband stayed home from work, awaiting their arrival, that we realized no one was coming. We had to call back & at that time were informed that both pieces were being re-made & we'd have to wait an additional 2-3wks after already waiting a long 6wks. I called to speak with the manager to advise that this wasn't acceptable because we've sold our current couch, I am almost 9mo pregnant, i work from home & am forced to sit in a camping chair all day & work for the next 2-3wks. I asked the manager if we could please have the non-damaged 1pc until the new one arrives or borrow something from their store as I'm forcibly being put in a very uncomfortable situation. As if this wasn't enough, we're hosting Easter this year at our home & now we have no seating for our family either. The managers resolution was to refund the $150 shipping costs which doesn't resolve any of the heart ache & physical pain that they're causing. In addition to the miniscule refund, the manager offered for us to come in & purchase a new couch. More money & time out of our pockets isn't a resolution we find remotely acceptable. This was the very 1st time my husband & I have shopped with Raymour & Flanigan & it'll be the last.
Business Response
Date: 04/09/2025
Good afternoon,We have not been able to locate a sales ticket that matches the information provided. Can our customer please provide a sales ticket or more information so that we may assist?Thank you,Customer Care
Business Response
Date: 04/14/2025
Good afternoon,
Our leadership team reached out tour customer and resolved the issue.
Thank you,
Customer Care
Customer Answer
Date: 04/14/2025
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:04/01/2025
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.
Purchased a sectional August 2023 online from Raymour and Flanigan. The cushions never stayed in place and the couch keeps disconnecting and spreading apart. A service man came did not listen to me. Said he could cut the cushion from the inside and make the cushion shorter. THAT IS RIDICULOUS! He placed the cushions and the couch back together then took a picture and said everything looks fine. NOT!!! Raymour manager called and said nothing could be done that is wear and tear and not covered under Platinum protection or warranty. "So I asked as long as I have this couch I will have to place the cushions back in place everytime I get up and click the 2 pieces back together?" I was told sorry. Yes. I am a very good customer this is the first time I purchased on line. I'm sorry this couch is useless. Guest cannot as well as myself sit on that side because you will slide off. Maybe I should have let the man cut the cushion , then the couch would have been defective.
Business Response
Date: 04/05/2025
Good afternoon,Our leadership team has reached out to our customer and offered a reselect under his platinum protection plan.Thank youCustomer Care
Initial Complaint
Date:03/31/2025
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.
On February 9th 2025 I order a 3 Bristol cement grey living room set. My husband and I were told that they had two pieces ready and I would receive that within two weeks of buying. That I would have to wait about another week for the loveseat. However, I did not receive my two pieces until the March 10th a month and I have yet to receive my loveseat. I keep being told that it on back order. However, this is not the conversation that was told to me and my husband. I feel that it is unfair that I paid full amount of $2177.33 which includes delivery. I was told that it was coming in on the 27th of February only to find out again I am being told it's on back order. When I inform them that I was going to cancel my order , the found a way to get me 2 pieces of my furniture. Now because I am still waiting on my loveseat they are reimbursing me $119.76 from the delivery fee. I should not have to wait two months or longer for my loveseat to arrive. This issue has cause me so much frustration as well as preventing from finishing fixing up my place. I keep getting told different stories. I should have been given the chance to decide if I wanted to wait a month or two months for my Furniture. This is unacceptable. I feel that they should allow me to have the loveseat and reimburse me for the amount that I paid for it. I could have shopped around and had all my furniture deliver at one time. As them being a major company they should understand that this is unacceptable . Let alone that the sales rep lie. ( Louis V****) I could not entertain company because of this. I am very pissed. I feel if he had not lie to me and my husband at the begining I would not be here making this complaint. I feel that at this point the company should give as a gift/ apology out of good faith and refund my money to my account for the loveseat. I will never do business again with them. This is causing me to be stressed. Again I shouldn't have to wait 2 months. When I brought it 2/9/2025.
Business Response
Date: 04/09/2025
Good afternoon,Our leadership team contacted our customer and are refunding her delivery fee.Thank youCustomer Care
Customer Answer
Date: 04/10/2025
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 was told by one store manager that I will be refunded $119 dollars for the late delivery of my couch and recliner which still has not appeared on my credit card as of now..Then on Tuesday 4/7/25 @ 12:24 I received a call from Mark ,who has stated that BBB reached out and that he was sorry for what happen and stated that they would refund me the $119.00 plus $199 plus tax. And was told that he will call me back on wednesday to make sure it went through . However no call back and nothing has been done. I feel like I just keep getting lied too

Regards, ******* ******
Business Response
Date: 04/14/2025
Good afternoon,Our leadership team reached out to our customer to let her know we are processing the refund.Thank you,Custome Care
Initial Complaint
Date:03/30/2025
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 Jan. 5, 2025, my sister ********** ******, went to Raymour & Flanigan to purchase a mattress for a bed I bought from them several years ago. The sales person looked it up and saw that it was not an average bed. I am 82 years old and unable to travel for myself. The mattress chosen BR Black Extra Firm Full $1,629 was for a normal sized bed. It was the wrong depth for my bed which requires an 6 to 8 inch mattress. After many calls, they found a mattress that was the right size. However, because the replacement was not of the size and quality of the original mattress the price should have been greatly discounted. It was not. Calls regarding a partial refund have been met with the replacement was comparatively priced. There is no way a 6-8 inch mattress costs the same as a standard-sized mattress. The most expensive one I’ve found is $800. The one they sent me is not great quality. Your assistance in this matter will be greatly appreciated.
Business Response
Date: 04/08/2025
Good afternoon,
Our leadership team has called three times, and our customer has not responded.
Thank you
Customer Care
Initial Complaint
Date:03/27/2025
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.
Raymour and Flanigan caused damage to my home while delivering furniture and is refusing to fix the damage via their insurance
Business Response
Date: 03/28/2025
Good afternoon,Leadership has tried to reach our customer with no success. The showroom already submitted a refund for $381.05 for the perceived damage. Our delivery department does not accept responsibility for this damage a state it was customer caused. We will not be taking any further action for this complaint. Thank you,Customer Care
Customer Answer
Date: 03/31/2025
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.

The response is not accurate - I have spoken with Ewan on Friday of last week, and he is reviewing the matter. The team re-delivered the furniture on Saturday, Mar 29th, and called the district delivery manager to say that it was clearly the fault of the delivery driver. Please have R&F provide their legal contact information so that my lawyer on retainer can contact them directly on this matter

Regards,

******* ******
Business Response
Date: 04/03/2025
Good afternoon,Our customer's lawyer may reach out to our legal team by faxing *** *** ****. We will be taking no further action on this matter.Thank you,Customer Care
Initial Complaint
Date:03/27/2025
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.
We purchased a ****** mattress on August 31 2022, Over time I have been having a harder and harder time sleeping on the mattress because I started feeling a dip in my side of the bed. I put a ticket in on March 18, 2025 regarding the issue I have been having. A technician was scheduled and came to my house on 3/27/2025 and indicated there was a dip in the mattress. Later on in the day, I was called and advised that there is a 1 inch dip in the mattress, however since it was under 1 1/2 inches they would not replace my mattress but they could schedule a technician in another 60 days to see if it gets worst. I respect that they want to schedule another technician, however I am not able to sleep on my mattress and it is obvious that the dip will get worse over time. I spent $3000 on a mattress and box spring I am unable to use. Maybe next time I will just take my business elsewhere.
Business Response
Date: 03/27/2025
Good afternoon,The manufacturer determines what is considered a defect or not. If this mattress does not meet those specifications, we would be happy to come out and remeasure the depression. Please call us at ###-###-####.Thank you,Raymour & Flanigan
Initial Complaint
Date:03/26/2025
Type:Billing 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.
2/17/25 purchased mattress. ***** ************ ******* Bluff Full SIze. After trying numerous mattresses to find medium softness/support. $766.78 Raymour & Flanigan 410 Reidville Dr. Waterbury, CT. Heather B**** Associate. Mentioned after sale, due to packaging mattress would require "settling" "breaking in." Mattress is as hard as a rock, NO resemblance to mattress I chose in store. . Gave it 2 weeks. Still Rock Hard. 3/5/25 Called Heather repeatedly, with NO calls returned. Called asking for Manager. Ray a Manager asked what I preferred. Return/Exchange? I said return. Put on hold, & told he had made an error in offering return. Only a Reselect was possible, but not until after the 20th of March. Called back on 20th to schedule appointment for Reselect spoke with Tess & told I could NOT Reselect & would have a manager call me, to discuss. Karen a Manager called & kept repeating there was nothing she could do, but she'd call a regional manager & get back to me, with a possibility of my purchasing a $100 mattress cover & a couple hundred to have mattress returned, etc. Tried repeatedly to explain, since this mattress did not slightly resemble the mattress on the showroom floor, I didn't feel I should be responsible for any additional fees. This is not what I purchased, regardless of what the tag or invoice said. Karen hung up on me mid sentence. I at no point raised my voice, or spoke disrespectfully, I relied on customer reviews on the R& F website & only after I had been duped did I check out Google, etc. & realized I would have NEVER given my business to such a disreputable business. I would like a return of the $766.78 with NO additional fees for the return of a mattress that is NOT what I tried out & chose. I have every confidence in the BBB resolving this issue. I previously had an issue with a company & when the BBB was finished resolving the issue, the owner was calling & requesting I PLEASE contact you to assure you he had made good. Thanks you.
Business Response
Date: 04/04/2025
Good afternoon,Leadership reached out to our customer, and we will be picking up the mattress tomorrow.Thank you,Customer Care
Customer Answer
Date: 04/05/2025
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:03/24/2025
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.
1/17/2025 we Purchased a Sofa bed for $6760.81 delivered 2/23/25. on 3/7/2025, i notified the store that the mattress Shimmied when opened and when Slept on. the First Tech said nothing was wrong, We went back to the store to observe the floor model. The floor model did not shake. on 3/20/25, The second tech agreed that since the bolts were tight, It must be a factory defect. i was called the next day, they wanted to replace the Mechanisms that opened and closed the mattress. as We had the mattress for less than two weeks, We requested a replacement. the store Has not gotten back to us in a timely manner to resolve the issue and replace this very expensive sofa. We will prefer a replacement, we do not want a repaired bed. The fact that they offered to repair the couch is acknowledgement that there's something wrong with it
Business Response
Date: 03/26/2025
Good afternoon,Our leadership team spoke with our customer and offered an even exchange. Our customer is aware that the merchandise is a special order and will take approximately 6-8 weeks to receive.Thank you,Customer Care
Customer Answer
Date: 03/26/2025
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:03/21/2025
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.
Purchased sectional couch with optional recline pieces
Month 2 of purchase recliner plastic mechanism that lifts foot rest broke
Called raymour and flannigan customer service. They requested pictures of broken part
Service never came out explained they were order part and could be up to 12 weeks for delivery.
12 weeks have come and gone, when called customer service again they are extremely rude and was told the part is coming from another country and sitting on a container ship somewhere in the sea
I demanded to speak to a supervisor who first offered me $250 gift card for their store lol nope
I demanded a new chair, well it’s on back order for another 6-8 weeks
The couch has been broken longer than it was in working condition since we purchased
We don’t have small children it’s just the two of us
Today the second recliner broke in the exact same spot . Called customer service and she was rude and condescending and told me I would have to wait another 12 weeks and hopefully the part would come in
I was upset as I have paid over $5000 in total for the reclining sectional couch and now want a refund
This is a joke and raymour and flannigan refuses to speak to me or rectify the problem
Their customer service is horrible, rude and condescending. It’s unacceptable
Please help
Business Response
Date: 03/26/2025
Good afternoon,Our leadership team spoke with this customer, and she is all set with an exchange of both pieces, she understands they are both currently out of stock.Thank you,Customer Care
Initial Complaint
Date:03/14/2025
Type:Billing 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 return a damage sofa and received a credit balance of 1,403.95 which was to go towards the purchase of a new couch, plan # ****. The credit was applied to wrong plan (#****). I contacted Raymour Flanigan to have the account corrected. I was sarcastically told after my third request, they did their part and now it's their finance companies issue, to contact them. I have called TD Financing company several times a month Since Oct. 2024 to have this corrected to no avail.
Instead of reversing the credit from plan # ****, they have place the credit amount as a purchase with a monthly payment of 24.00.
The account should have two plans; (not four)
Plan **** should be one plane not two. totaling $ 3,710.43 less the credit of 1,403.95 =
2,306.48 balance for this plan.
Plan **** should not have been touched and the 1,403.95 that was placed on the account
should have been reversed not added as a new purchase with a payment plan,
I don't where else to turn to get help with. I call TD Financing ###-###-#### twice a month and told they're working on it but yet it's still not corrected. Raymour & Flanigan is no help and the woman Alba that handles this is extremely nasty, said she did her part and not their issue to fix.
I have requested to speak with accounting dept. and told not possible. I asked if there was a location I can come into to go over this and again told, no.
They are forcing me to pay an out of my budget higher amount each month due to their negligence in correcting their mistake. I am hoping you can help me get this resolved.
Business Response
Date: 03/27/2025
Good afternoon,Our leadership team spoke with this customer today. Her desired outcome is to have her monthly payment due corrected to the amount she was expecting based on how she was told the credits would be applied. We told the customer we will work with TD to have the monthly payment due adjusted and will follow up with her once we have a response from TD.Thank you,Customer Care
Customer Answer
Date: 03/31/2025
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 did hear from Raymour Flanagan billing department and as of March 29th it appears the my billing issue has been resolvedThank you very much for getting this issue resolved for me. Your help is greatly appreciated.
Regards,

***** ******

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Raymour & Flanigan is NOT a BBB Accredited Business.