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

  70 Raymour and Flanigan Plaza Canandaigua, NY 14424

• 

  Raymour & Flanigan

  4000 Route 31 Liverpool, NY 13090

• 

  Raymour & Flanigan

  200 Route 17 North Paramus, NJ 07652

• 

  Raymour & Flanigan

  5084 Commercial Drive Yorkville, NY 13495

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:10/11/2022

  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.

  The top of the mattress (padding, filling, fabric) of the Horseheads Raymour & Flanigan floor model mattress, although labeled the same as the one delivered to me, does not have any similarity whatsoever to the one delivered to me. The fabric of the floor model feels like a soft jersey cotton. Mine feels like scratchy polyester. The filling of the floor model is lofty of super soft, even under the foot blanket where no one has been lying on it. Mine is stiff, hard, extra firm and feels like it is stuffed with polyester and sewn down tight. Something has changed along the way -- the fibers in the fabric that ******* *** ****** procured? The fabrics? The fillers? I requested that someone come feel mine, then feel the floor model. They came to see mine, but would not go feel the floor model because they said Horseheads has no technician. They felt the one in Binghamton, which wasted everyone's time. Essentially, if you pay $2600 for a ******* *** ****** mattress, ******* *** ****** believes they would never make a mattress that was perfect, and they will not check to see if something is wrong. Likewise, Raymour & Flanigan will not check, either, because there is no way the mattress labeled as the same is different -- like a bad batch of food. And neither will explain the huge discrepancy in fabric or loft. Of course, for $180 insurance to R&F, you get to change your mattress once. And that's what this was -- the new, higher-end mattress we chose. So, if there are any manufacturer problems with fabrics or feel, they are the customer's problem and S&F and R&F do not believe they can ever make a mistake. They need to feel the mattress topper on the floor and compare it to the one they intend to send out before sending it, and ensure that it is the same. If the one on the floor cannot be replicated, it should not be on the floor and I should not be told I will get that bed.

  Business Response

  Date: 10/17/2022

  Good afternoon,Our leadership team has been in constant contact with this customer. When the first mattress was purchased, after the 30 day guarantee had passed, the customer reselected into a different mattress, and we honored the sale price. After the second mattress was delivered, customer felt they received the wrong one, made an appointment with our leadership and was shown that she did indeed receive the correct mattress. Based
  on the service that we have provided and the confirmation that we received from
  our technician unfortunately there is nothing more that can be done or no
  further reselects or exchanges can be made at this time.  We have
  fulfilled our service agreement of our Comfort guarantee  and allowed
  a one time only exchange based on our protection plan service. There will be no further resolution from Raymour & Flanigan Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/11/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a couch not even three months ago and there is excessive pilling. I was told they will send a tech out to look but if it isn’t manufacturer defect they will not cover it. I don’t even care if they fix the issue the problem is it should not be pilling after three months! I was told on a chat from them that it’s extra fibers leaving the upholstery and it’s normal in new couches. I called the outlet I bought from and asked if I can swap the couch out for one with different material and was told no. I would like a new couch . I paid $1600 for one single sectional and almost every single cushion has pilling

  Business Response

  Date: 10/17/2022

  Good afternoon,Our leadership team left a voicemail for the customer to contact us back. At this time we have a service technician scheduled to come out to the home on 10/19 to address the concerns of the customer. If she was any further questions, she should contact our leadership team back.Thank you,Raymour & Flanigan

  Business Response

  Date: 10/31/2022

  Good afternoon,Our leadership team has spoken to the customer today to discuss the replacement parts. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/31/2022

  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.  If I do not receive the parts ordered for the couch by February of 2023, I will be reaching back out to the BBB
  
  Regards,
  
  ****** *******

• 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.

  I purchased a mattress and adjustable bed frame from Raymour and flanigan on exterior street in the Bronx. The bed was never properly and set up or connected. After having to repeatedly connect the bed from the power cord, I noticed it broke from the spot where it bends. I sent pictures twice, had a service appointment cancelled and the bed has been in upright position for two weeks now. I have repeatedly called raymour and flanigan to cancel the order and get my money back and nothing has been resolved. I want to return this bed and get my money back. My mother is sick. She had just came from the hospital and suffers from insomnia. I may take her to the hospital today because she hasn’t been able to sleep since the bed broke, and now he mental health has been aggravated by this situation. We had a service appointment set up today after two weeks which was canceled without notice. I lost a days pay of work and I will seek extra compensation. You cannot do this to people, sick people. We paid over 4000 for this bed.

  Business Response

  Date: 10/13/2022

  Good afternoon,Our leadership team has spoken to this customer. Our service technician had called out due to illness so we contacted the customer to reschedule. We offered the customer an exchange or a reselection of the pieces. Customer refused, looking for a full refund. We have a no return policy, so we are not able to take back the pieces. If the customer would like to do the exchange or reselection she may contact our leadership team to proceed. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/08/2022

  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.

  We purchased a very expensive California king bedroom set back in 2015 with what was told as a leather headboard. The peeling of so called leather is unbelievable and the mattress has a sip in it about 5 inches.
  They never called to see if we wanted to renew warranty on actual bed. The mattress itself has been replaced twice and now the mattress has a 5 inch dip again and they won’t honor it because it has a stain on the mattress and told us under warranty for a 4 year mattress to clean it before they honor warranty on a defected mattress. My son has. Queen bed from them and same issue with his mattress.
  You confirm service request for them to come check from a certain. Time span and the service tech shows up 4 hours later to say it’s defected can’t be repaired but has a stain warranty that has been paid for is not honored. This bed costs us over $10,000 and you also the second replacement of our mattress they gave us a king mattress y or a California king and we’re left with anything?

  Business Response

  Date: 10/20/2022

  Good morning,Our leadership team has been in contact with this customer. We have requested photos of the mattress so we can determine how best to resolve this. If the customer could please follow up with our leadership team, and send in the photos. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/20/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unresolved and they are taking me back to ground zero with the issue and I will contact the attorney general at this time. I did everything they asked of me in regards to sending pictures several times and the same response ohhh!!! It has stains we can’t honor under a warranty? Has nothing to do with depressions of 5 inches and despite the fact wrong mattress to begin with delivered to me as a king and should have been a California king???? We discovered This upon complaint of depression to this mattress. Nasty work how they do elderly people and my husband suffers with COPD 
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:10/08/2022

  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.

  We bought a dining set 2 weeks ago, delivered last week. Upon delivery, noticed the color was significantly different, although the product only comes in one color. Finally get an appointment with a manager at our store who was not only rude, but they are charging us an additional $1,300 for a set that costs $200 more. The product was grossly misrepresented and they are refusing to rectify the situation for less than that amount. This is clearly theft and we want this product returned for full value. Provided pictures to show difference from store to our home.

  Business Response

  Date: 10/11/2022

  Good afternoon,Our leadership team has been in contact with this customer. They have been offered a reselection with no fees or delivery charges. Customer will come in to the showroom on 10/15 to make the selection. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/08/2022

  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 recliner from these people. They promised delivery within a week. It took a month. Then they kept sending the bills to a 10 year old address. A rep admitted that a change of address went through 2 days before they started to send threatening letters, damaging my low 800 credit rating. Within the warranty period the motor failed on the recliner, over a month ago. They sent a tech out but he had no parts. It took over a month for them to locate a new motor. It then sat around for over a week until I complained. They then told me it would be over a week to send a tech. That was to be today but they cancelled. They then sent me a link to schedule an appointment. That link had nothing to do with appointments for repairs. I called again to complain and they said it would be almost two weeks to get a tech out. I am a disabled senior who needs this chair fixed. So far they have ignored three emails and a request for someone to call me. The last rep hung up on me. My contract states that if they can't repair the chair they are to replace it. Since they are unwilling to do either and are therefore in repeated breach of contract I want an immediate refund of the full purchase price of $898.24

  Business Response

  Date: 10/11/2022

  Good afternoon,Our leadership team has contacted this customer. We reviewed his options, and at this time customer is willing to wait for the part to be installed. If the customer has any further concerns they may reach out to our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/07/2022

  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.

  The furniture we purchased from them was of poor quality, Sofas started fading color after a month table was loosing color as-well.
  We didn’t even use sofa much. We kept calling them and they sent someone for manufacture warranty and the person came and colored it and it faded again on a week.
  I called again and no one was being cooperative.
  I purchased a platinum warranty from them as I was about to use that they gave me store credit for the table and told me that I used my platinum warranty already when i never did. And then the manager confirmed that they used my platinum warranty for a different address and the person accepted the delivery when thats not even my house address. They switch the warranties and now they said they can’t do anything on it.
  I paid $3400+ for only sofas and this the answer i m getting.
  We are there customers from 2009 and instead of solving the issue they want me to go after the person who accepted the delivery at different address.
  How unprofessional of them. I need the full store credit of my purchase or I’ll file the lawsuit because i have all the paperwork and proofs on me.
  My Order Number is *********** I made the purchase on 1/27/2020
  Order should be under ***** ***** **** *** ******** ******

  Business Response

  Date: 10/10/2022

  Good afternoon,After review of this account, it looks like the account holder had purchased these items for his neighbor, whom this complaint is for. The account holder then made a claim using that Platinum coverage as his own. This is a dispute between neighbors, and we cannot offer a resolution on our end.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/13/2022

  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.
  Regards, **** *****
  
  
  The neighbor never made purchased for us they only financed it for us and we made all the payments towards the accounts.And also the neighbor made a platinum coverage claim for their order and raymour made a mistake and use the platinum coverage for a different order which was ours.And also when i called to put a claim for mine they were using platinum coverage for a different address and I had to get it fixed.its their employees who are not paying attention at their work keep moxing the address now when it was clearly told that the sofa at 259 was damaged and the person send the pics of their sofa why was the claim made for 221 and send a different sofa than shown in pics.And when corrected they told us to resolve the issue on our own when its clearly their mistake.I have never delt with such un-professional where a old customer is told to deal with this your neighbor we can’t do anything.I have all the proofs for the order payment slips and everything. And still I m being disappointed by this company after putting my trust in thrm for more than 10 years.I have asked the service manager and the local store’s employees to transfer the call to a higher supervisor so this could be resolved and they never do.Employees takes the message that ill get a call back in 24-48 hours from a higher supervisor and never received one.

  Business Response

  Date: 10/14/2022

  Good afternoon, We do apologize that the customer is having a frustrating experience. But, we utilized the Platinum protection plan under the account holders name, for the account holder.  This customer needs to follow up with the account holder. There is no further resolution from Raymour & Flanigan.  Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/07/2022

  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 bought a dining set for my sister on 04/30/2022, as a present at the Secaucus location with the invoice #********** Sales Associate Jonathan Torres; after the set was ensembled the legs were extremely wobbly ones, the wood has spotted the first week it. My first contact requesting services was on 06/17/2022, they requested pictures to be sent in order to identify the issues on the dining set. Pictures were submitted and a technician was sent for assistance. This has not resolved the problem. The problem continues, the top of the table has spotted marks. There are dings on the chairs and the top of the table. the second technician verbally stated the dining has factory issues, the wood was old and the set was probably storage in a wet place. After this I Repeatedly reached out customer service for assistance and they keep asking for pictures, and the same information over and over. After all I decided to dispute the charge of $1170.64 with my credit card company, now Raymour and Flanigan credit department is billing my sister for the full amount of the dining set. They never solve the issue. Now they are duplicate billing us and the dining set still has factory damages. I do not want the merchandise, all that I want is my money.

  Business Response

  Date: 10/11/2022

  Good afternoon,Our leadership team has left this customer a voicemail. If they could please respond back to the leadership team, we will be offering this customer a reselection.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/07/2022

  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 bedroom set and sectional from Raymour and Flanagan in 2020. Delivery was postponed many weeks from original promise date. That should have been my first clue. The sectional had problems from the start as one of the two recliners never extended properly and looked lopsided. A repair tech came out and fixed the problem but it was never really right. Have the platinum warranty on it because with anything mechanical it’s good to have the warranty as these things tend to wear down over time. Fast forward, tech came out again today and said that this issue as well as the threads popping up from the sub par fabric is within normal standards! No replacement or repair!
  The bedroom set (gray) has ugly yellowing stains everywhere on all of the pieces. No warranty on this as I never thought that a reputable (so I thought) company line R & F would sell less than optimal furniture. I was advised that nothing would be done to replace this either. Repair specialist was rude and short with me and could care less.
  Very disappointed with this company. I could have gone to so many other ones but decided to spend my money on good set that would last. Boy was I wrong.
  Shame on you! Do the right thing!

  Business Response

  Date: 10/13/2022

  Good afternoon,Our leadership team has offered a reselection credit for this customer. Customer will reselect in our Valley Stream showroom. If the customer has any further questions, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/06/2022

  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.

  We purchased a living room set in 2019 with the Raymour & Flanigan protection package for approximately $3800 I have the receipt. Including 2 reclining sofas, reclining chair, 2 end tables. Coffee table, and a sofa table. We paid for everything. We made complaints about the chair and 1 of the sofas had broke. We were told they would come out and see if they could be repaired. They never showed up during the 4 hour period and called at the end of it saying the tech looked at them and they couldn't be repaired. When I said they never even showed up they told me "they could tell from the pictures.* They told us we could no longer get a replacement because this set was discontinued and we would get a credit. Even though we bought 3 pieces we would get a credit for only 2. We went to the store found nothing close to the same and we were going to need to spend $3000 more to find equivalent items due to price hikes. They then said they could order these for us. We ended up getting a new recliner but the sofa was again unavailable. I then received another call saying we would get a credit for the sofa but now the other sofa was broken from my son leaning over to get his phone (these pieces are junk). I told them that we were completely unsatisfied and wanted our money back to buy a new Living room set from somewhere else due to being completely disgusted. The lady on the phone said she would have the manager call me back on the following Monday. This was in February. They never called back and never offered any resolution to our situation. We were so angry we just said forget trying anything because it wasn't worth it anymore! The other sofa has completely broken and we have no choice but to go spend several thousand dollars that we shouldn't have to spend due to poor product and very poor customer service! The picture that looks like the sofa is reclining is not its completely snapped apart and we don't have young kids and don't even let our pets on our furniture!

  Business Response

  Date: 10/17/2022

  Good afternoon,Our leadership team attempted to contact the customer. We spoke to the customer's wife, who instructed we call her husband. Our leadership team left the customer a recorded message on 10/14. If the customer could please contact our leadership team back or provide a better contact number so we can address their concerns.Thank you,Raymour & Flanigan