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:10/05/2022

  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.

  Order Date: 09/19/2022
  Order No: *********** Total Amount : 3,453.56$
  Salesman told me 100% wood furniture but delivery me different materials product. Product quality is very low. So I requested for change or refund.

  Business Response

  Date: 10/11/2022

  Good afternoon,Our leadership team did reach out to the customer. We do have a standard No Return Policy with our furniture. Due to this policy, we have offered to have one of our service technicians come out to the home to service any concerns with the furniture. If customer has any further questions, they may reach out to our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/14/2022

  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.
  
  Date Sent: 10/13/2022 8:31:56 PM1. sells man told me, product is 100% wooden but they delivered low quality particle board product.  2. I was claim within 3 days after delivery. as customers I have right to return product.
  
  Regards,
  
  ***** *****

  Business Response

  Date: 10/17/2022

  Good afternoon,Our leadership team did reach out to the customer. We do have a standard No Return Policy with our furniture. The 3 day return policy that is stated on the website is for our ground shipping items. Due to this policy, we have offered to have one of our service technicians come out to the home to service any concerns with the furniture. If customer has any further questions, they may reach out to our leadership team. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:10/04/2022

  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.

  I purchased a couch and a platinum protection plan and delivery ( total $2,150.67) from Raymour and Flanigan in March of 2022. The couch was delivered in April of 2022. This couch is for a second home for my parents that gets very light use ( maybe it is used one night a week) . The material on the couch is pilling and it looks like it has been used for years rather than light use for a few months. I set up a service call and sent pictures. After looking at the pictures, it was determined by the technician that there was nothing that could be done. Customer service has offered to replace with the same couch or I could select another couch. I certainly would not order the same couch as the material is faulty and it will just happen again. I was very particular when ordering this couch. It had to be Navy blue, a certain length, a certain depth seat and made in the US. There is not another couch that I can order from the store … nor would I want to after experiencing the quality and poor customer service. We have a couch in our den that is about 8 years old and used most nights and it looks brand new. I would like a refund so that I may order a quality couch from another store. I bought this couch in good faith, after looking around and getting one with the correct dimensions and color, assuming that it would be usable and good quality.
  Please contact me so that this can be rectified. Very upset by the poor customer service and lack of response. Obviously, by reading all the other complaints, refunds are given. Customer service and the store were both insistent it is not done. I would like to share a positive customer experience rather than a negative one on social media.
  Again, please contact ASAP to rectify as I need to order another couch.

  Business Response

  Date: 10/11/2022

  Good afternoon,Our leadership team has offered a return and refund for this customer. We will be picking up the furniture on 10/16 and then will mail out a check to the customer. If the customer has any further questions they may contact our leadership team.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 find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:10/04/2022

  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.

  In Dec 2021 I purchased a sectional from Raymour & Flanigan. Upon delivery the delivery men said it wouldn’t fit through my doorway and wouldn’t bring it in the house. I immediately chose another sectional ($1,019.95) over the phone with a phone rep. It was delivered end of Dec and since then I’ve had 2 service calls. After the 2nd service it was deemed not repairable. And was offered a
  reselect. On 9/7 I went to the store and spoke with Mgr. Andy C*** and chose another sectional for $1173.95. They promptly charged me the difference in price of $154 plus tax, total $167.28. I received delivery of the new sectional on 9/28. That same day I checked their website, and the price of the sectional I just received was changed to $839.95. I called the store and spoke to Al who told me I would get the PRICE ADJUSTMENT of $334 plus tax in a store credit. I told him I wanted a refund to my card (method of payment). He refused and I offered to take the amount I was just upcharged back on my card and the remainder in store credit. He said store mgr Andy C*** would call me the next day, he did not call. 9/29 Icalled and spoke to Andy who refused to give me any credit at all, stating this was a special order. It was purchased as is from their website with no changes to the sectional (I would think this makes it a stock item). On 9/29 I called the corporate number and spoke to Liz who agreed I should have been offered something and would have the district mgr call me in 1-3 business days. It’s 10/4, and I haven’t received any call backs from anyone in that company.
  This whole ordeal has been a huge inconvenience for me. I’m elderly on a fixed income, I have had to shuffle myself back and forth to their store, as well as having numerous service and delivery people in and out of my house. I was offered NOTHING for the inconvenience of it all. I just want a refund of $334.00 plus tax (total $362.81) for the PRICE ADJUSTMENT, credited back to my card. Thank you

  Business Response

  Date: 10/10/2022

  Good afternoon, Our leadership team has been in contact with the customer. We have processed the refund for the customer today. If the customer has any further complaints, she may contact our leadership team. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/10/2022

  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. 
  Thank you, ******* *****

• Initial Complaint

  Date:10/03/2022

  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.

  Placed order online early Feb 2022. Card was charged immediately. Have been continuously lied to about getting order. On 9/5 asked for immediate refund. They said 5 days. As of today, no refund, no communication at all. They change email addresses so you can’t email them for online orders. They cannot fulfill this order at all!

  Business Response

  Date: 10/10/2022

  Good morning,We are very sorry about the experience this customer has had in trying to get their refund. We did process the refund for the customer and have mailed her a check. This was mailed on 10/7/22. If the customer has any further concerns they may contact us at ###-###-####.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 find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  ********* * *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/03/2022

  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.

  I have been a customer of this business for years and never had any complaints prior to this situation. I ordered a sectional from the Raymour & Flanigan showroom in Union Square (NYC) on 9/21/2022. Delivery was scheduled for 9/26/2022. The sales representative was obviously only interested in making the sale and has been very unhelpful since. I was very clear about which sofa we wanted and we still received the wrong one. When we called the showroom to let the representative know about the error, he proceeded to blame myself and my husband for giving him the "wrong information".
  
  We have contacted the store numerous times to schedule a new delivery date and receive a different response every time. First we were told it would take a couple of days. Then we were told they were processing the exchange. We have not received an updated delivery date or even a status for the exchange. The showroom tells me to contact customer service over the phone and when I contact them they tell me to contact the showroom. I've been getting this run around for over a week now and I would like this resolved ASAP. We are unable to use our living room space or the sectional as it was supposed to be exchanged. I am pregnant and this ordeal is creating a lot of unwarranted stress for myself and my husband.
  
  Please have someone contact me to ameliorate this situation. With the amount of trouble we are having to go through, I really feel the R&F should also provide a discount or break on the price considering we are paying over $3k for the sectional and it has not been a seamless experience at all.

  Business Response

  Date: 10/10/2022

  Good morning,Our leadership team has been in contact with the customer. The new delivery will be on 10/11/22. The customer has also been sent a $200 gift card. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/11/2022

  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:09/29/2022

  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.

  On 11/15/18 I purchased a living room set and when it was delivered I saw the love seat the same as the one that saw in the store (floor piece). When I called and complained, they never admitted that it was a floor piece. I did not have the sales receipt at that time but fortunately I found the original receipt and it shows in the love seat is a floor piece. Why should I pay full price for a floor piece? Why no one in the customer service did not tell me the truth?
  
  After a year later, there was a rip on the arm of the power recliner and the cushion was low on one of the seats in the sofa. So I filed a complaint with the platinum protection plan and they scheduled a visit. The technician looked at the rip on the recliner and said they cant fix the power recliner so they will replace it. Customer service called and asked me to pick up a new one. I said, they need to look at the sofa also so I will wait. They didnt give any time restriction for picking up a new recliner. Second tech came and he added some cushion and left. I waited to see how the added cushion works and was still planning to pick the recliner. Then the pandemic hit everyone of us and I lost the track of it.
  
  After another year or so, the cushion lost its support. When I called again they said its not covered with the protection plan. Seriously? When I asked about the recliner replacement they said you only get 30 days to pick new one and it is not covered now. It cant be repaired or replaced as the window for picking it up was over a year now. Why did no one say about the time restriction for picking up the replacement? why is cushion covered for the first visit and not now?
  
  As you can see, there are lots of problems since the purchase. Can someone help me with fixing these issues?

  Business Response

  Date: 10/06/2022

  Good afternoon,Our leadership team has left this customer a voicemail message. We do apologize for the confusion, but customer does have Platinum Coverage for this piece. We will offer customer a reselection credit on this item. If the customer could please contact our leadership team back to discuss this credit.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/26/2022

  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.

  Purchased power loveseat and sofa on 9/5/2022.
  Furniture delivered on 9/10/2022 and set up by delivery team.
  Problem #1: Apparently the power cords for the loveseat was entangled in the reclining mechanisms so much so that when I reclined the seat an electric arc shot out from underneath the loveseat and flew across my living room floor and tripped my circuit breaker. I was so startled and nervous that I contacted an electrician and paid him to come to my home. The electrician discovered that the electrical cords were entangled under the seat so when I reclined the seat the mechanism cut the cords thus by causing an electric arc and exposing copper wire on both cords.
  Problem #2: During the delivery and set up the delivery person reclined one side on the sofa and it became stuck in the reclined position and would not close. He flipped the chair over and somehow got it to close. That same side of the sofa looks lopsided. I mentioned it to the delivery person replacing the loveseat today (9/26) and he himself said "yes it looks different from the other side" but would not disassemble it and examine if it was not attached properly. Well guess what? now that same side on the sofa is in the reclined position and will not close. I am very disappointed after spending so much money on this furniture. It has not been one month and there have been so many issues that at this point I want R&F to come and get your furniture and give me a refund.
  Problem #3: I call the store to report the problem with the sofa and was told that I will get a text message to fill out a service request...what? service request for furniture that has been in my home less than one month and not used.
  I am truly disappointed and feel like I spent over $5,000 on second hand furniture. This experience has taken all the excitement that I initially had about the furniture and you can have it back.
  Let me know the pick up date.

  Business Response

  Date: 10/01/2022

  Good afternoon,Our leadership team has been in contact with this customer. We have offered the customer an exchange, and that is set to be delivered on 10/2/22. If the customer has any further concerns or questions, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/26/2022

  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.

  Bought several furniture for my new home in 01/15/2020. Dining set, bedroom set and a sectional. Was convinced to buy an extended warranty. The sales and manager assured me that all items I purchased will be covered. Fast forward to today they are telling me only the sectional is covered. This is a very shady sale practice. My physical receipt list all items including the platinum protection plan. However, it does not state what items it covers so it leaves the customers believing the sales associates.

  Business Response

  Date: 10/01/2022

  Good afternoon,Our leadership team has been in contact with this customer. After inspecting the pieces, we are offering a reselection to the customer. If they have any further concerns or questions they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/25/2022

  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.

  2 issues.
  
  Biggest issue: Bought a bedroom set, sales person with manager standing next to them told me I had to do a credit check to have my furnature stored since I was waiting on my new home to close. I told them I didn't want a credit card and they said that it wasn't for a credit card, just to hold the furnature. Credit card came in the mail with a name that is similar to mine, but misspelled and when I call their finance team, they are giving me the run around with different people I need to speak with.
  
  Issue 2: While shopping for a bedroom set, I informed the ses person that I hadn't been in the home I was closing on yet to be ae to measure the bedroom. He said it wasn't a problem, that I could purchase the set and if it didn't fit, I could just bring it in and exchange it. We'll, it didn't fit, I called them to trade it out and they inform me that they don't do that.
  
  These people are extremely shifty.

  Business Response

  Date: 10/07/2022

  Good afternoon,Our leadership team has been researching this customer and the orders.This customer asked for potential financing on the original
  order he placed on August 30, 2022 - that order
  totaled $12,561.41.  Since they only ended up getting a credit
  line of $2000, he took a lot of merchandise off his order bringing
  the sales order down to a total of $3419 and they then elected to pay for
  it via debit/credit cards. The point the customer raised about doing a
  credit check to store furniture does not make sense.  The full order
  of $12,561.40 was signed by the customer.Regarding
  the 2nd point the customer raised about us taking back bedroom
  furniture if it didn't fit and exchanging it for something else is
  not part of our policy once the furniture is left in the home and delivery
  has left. That
  is not a point the sales person would say to a customer. The
  delivery was made on 9/15/22 and no complaint was placed until 3 weeks later. If it didn't fit, the customer should have let us/delivery
  team know upon delivery.On
  the original signed order they placed, they were planning to buy 2
  mattresses with our 30 day comfort guarantee platinum program. 
  Customer may have thought the 30 days applied to furniture, but it does not. At this time, there is no further resolution from Raymour & Flanigan.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/22/2022

  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.

  August 2021, I purchased a sectional from Raymour and Flanagan. It was on back order and we didn’t receive the couch until December 2021. I have two complaints about the couch. It’s stuffed with down feathers and since purchasing it there have been feathers all over the room that pop out of the cushions. Second, our house has had a mouse problem since the couch arrived. There are mouse droppings under the cushions and wet stains in the corners which I believe to be mouse urine. I know this is hard to prove but I believe they gave me a couch infested with mice. We never had this problem before. Since the couch arrived we’ve had to get an exterminator. I’m disgusted with the purchase I made and in less than a year I want this sectional out of my house.

  Business Response

  Date: 10/06/2022

  Good afternoon,Our leadership team has been in contact with this customer. We are in discussion about the infestation and will be sending a technician out to service the feather issue. If the customer has any further concerns they may contact our leadership team. Thank you,Raymour & Flanigan