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:09/20/2022

  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 placed an order with them over a month ago for a living room set and a bedroom set. I received my order late and damaged both orders. I called immediately, and the delivery person took half of my sectionals. I had two wait about 1 week and a half for the replacement, but the half that was left had a lousy cushion that to this day has not been replaced, and the other half they deliver is in no good condition either. I been sending pictures since day one, and the only thing they offered me was my delivery back because I kept complaining. For my bedroom set, they sent some over that spray painted the damaged sections. But I am expected to pay the total price for damaged goods. no, I am not happy that they look like used couches, and they were not cheap. I want the couches I picked in the store, not couches that look like I had them for a year. I am not rich and it's not fair. And I have all the emails with my concerns

  Business Response

  Date: 09/29/2022

  Good afternoon,Our leadership team has been in contact with this customer. We have discussed the part ordering process, and will stay in contact with the customer weekly to discuss any updates. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/20/2022

  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 2, 2022 Raymour sent two delivery men to my new home. Immediately it became apparent that one man lacked the proper training to move furniture and the other, his supervisor, dealt with his partners lack of competence by constantly screaming at him. Together, they damaged the furniture they were delivering and they caused over $3,000 in damages to my home. At one point the two of them were stuck on the staircase. The supervisor was wedged between the dresser and the wall. He was screaming at his parter to pick up the dresser that the partner dropped. It was a dangerous situation.
  These are the damages:
  1) They scraped up a large portion of two walls in my two-story foyer and one in the master bedroom. It will cost $1800 to repair this damage. The 2 movers admitted to scraping up the walls. Raymour offered me $100 check and $400 in store gift cards. I have to pay the painter $1800. This is unacceptable.
  2) These two movers decided to walk across my lawn on a wet morning instead of up the sidewalk and dragged in a significant amount of mud and grass up the staircase staining the white paint on the stairs. I had to clean all this up myself but the steps are still stained and some need to be repainted. The men admitted to this.
  3) The movers put a dent in the steel front door. They said the door was open the entire time but that is not true. It was 90 degrees out and the door was often closed and opened. The movers said all furniture pieces were carried behind them so they could not have done it. It is impossible to carry a bedrail down the stairs with it entirely behind you and they did carry two bedrails down the stairs.
  I have had 8 phone calls totaling 4 hours of my time with Raymour. It has been 2 months since I called them on August 2nd to seek compensation/repair. They seem to delight in asking me the same questions over and over.
  There has been no resolution. They are just trying to wear me out. I request compensation for the damages caused.

  Business Response

  Date: 10/01/2022

  Good afternoon,We are still working  with
  the customer on a fair resolution and spoke to this customer recently. During the delivery, the customer had actual movers at the home also. We explained to the customer that we are happy to take care of any damages
  caused by Raymour & Flanigan, but that we are not going to pay for damages
  caused by the team of people moving her into the home. We know that we left some hand
  marks on a wall and we have pictures from our delivery team of that home damage. We did
  not have a supervisor at the home with that delivery team. The customer initially agreed
  to $100 due to the hand prints and is now looking for more. We explained
  that we will take another look at the damages we actually caused and she has
  agreed to allow us to call her back with a different dollar amount. If the customer has any further concerns, she may contact our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/09/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  
  Regards,
  
  **** ****** *******  1. Raymour claims in their response that in they are "still working with the customer" but at the time I wrote the initial complaint they had not returned my last phone call three weeks after it was placed.2, Raymour claims in their response "during the delivery the customer had actual movers in the home." And they were "not going to pay for damages by the team of people moving her in." Please see the attached signed ***** ******  FINAL WALK THOUGH NO DAMAGES DOCUMENTS which is dated July 29th,the day ******* ****** moved me into my new home. Raymour delivered the furniture on August 2nd. There were no movers in addition to the two men from Raymour in my new house on August 2nd. The attached FINAL WALK THOUGH NO DAMAGES document is signed by the moving company and me and states that there were no damages. Please see this as a perfect example of how Raymour deals with the problems they create. They lie, they make up stories and they finger point and blame people who were not even there.3. Raymour claims in their response they "left some hand marks on the wall and have pictures of them." This just makes me laugh because they had me send an email 6 times claiming that it did not go through. The email contained many pictures of the  damage to walls caused by the Raymour movers rubbing their backs and behinds all along the wall as they descended the staircase at the top of the staircase and when they turned the dresser in the bedroom. Their hands had furniture in them. They did not put down the furniture and rub their hands on the wall. the claim of small handprints is so silly and it's not what happened.  Most of the markings are at least 3 feel long.  They did offer me $100 and no I did not eveif I accepted your offer and why did you not send me a check? You claim that I did is as silly as your lie saying my moving crew was in the house the same day you were.

  Business Response

  Date: 10/18/2022

  Good afternoon,Our leadership team is reviewing this customer's complaint and will reach out with a resolution in the next 48 hours.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/20/2022

  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 bought a 3 piece sectional from Raymour and Flanagan back in October 2018, along with their Platinum Protection Plan. I have been attempting to get service for well over a month now. I have called, emailed to no avail. They’ve missed appointments ( for which I have missed days of work), they have hung up the phone on me. When I email them I get no response. When I call and speak with customer service one of two things will happen: they will keep me on hold or just hang up on me. I live over 30 miles from my job and the lady whom said was helping me put me on hold long enough for me to make it to work. To put this into perspective of how long she had me on hold, I was driving into the city during the UN General Assembly. I have emailed a Manager from them and still no answer. When I finally got them to deliver a replacement they sent the wrong piece, and I noticed that the colors don’t match my existing pieces.

  Business Response

  Date: 09/29/2022

  Good afternoon,We have mailed this customer a gift card for their inconvenience. We also reordered the piece in question and it was delivered on 9/27/22. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 09/30/2022

  Better Business Bureau:
  It took me having to reach out to to the Regional Director of Operations to get my situation handled. Once he was involved the ball finally started to roll with my issue. It took 3 deliveries to finally get it, but it did get done.  I’ll be honest most of the people involved were very pleasant and understanding, especially the folks from the warehouse, to the delivery teams. They were all awesome every time!  My issue still stands with the customer service department, there needs to be a better way of helping the customer because they were the root issue of not getting my couch service/replaced. They continued to order the wrong piece without any regard to the previously incorrectly ordered piece. They could have just taken my advice from the beginning and let me send them photos Again, but this time of the entire couch so I could show them exactly what was needed. And please don’t have up the phone on people customer service!  I would like to thank the Regional Manager and the warehouse/delivery team again. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:09/19/2022

  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 four items from Raymour and Flanigan: Loveseat, two chairs and an ottoman. The Denley model.
  Chair SKU 211 307 904; ottoman: 213 307 906; loveseat: 204 307 905
  Their website states that they are leather; fabric, leather. We purchased leather. We paid over $5,000 including delivery for these four items.
  They are NOT leather they are clearly imitation leather. The ottoman has worn down to the fake backing of the fake leather since last December when I purchased them.
  Screen shots of the R & F claim they are leather, purchase details and photo of wear to ottoman.
  It is NOT that this is wear, this shows that the ottoman and therefore all the pieces are NOT leather
  
  I request replacement with proper leather fabric, or refund of the full prices.

  Business Response

  Date: 09/29/2022

  Good afternoon,Our leadership team has been in contact with this customer. We have offered customer a reselection credit. Customer will contact leadership back to accept this resolution. If they have any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/19/2022

  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.

  3/22/2020 I purchased a living room set at the Flatbush Ave. store. It was a sofa loveseat and recliner I have had many issues with this set and was now told this is discontinued a tech came on 9/17/22 to review the recliner which is completely broken a stabilizer bar is broken my husband is disabled I need some sort of resolution they are extremely UNPROFESSIONAL!! I have tried calling the store Im placed on hold and then they tell me look we are shortstaffed here your credit hasnt been applied to switch out the chair I paid for protection well over 200.00 ! no one can give me a straight answer I need your help im in my 70's with hypertension I need a resolution their service center is *** *** **** good luck trying to get an answer and the store is *** *** *****

  Business Response

  Date: 09/24/2022

  Good afternoon,Our leadership team has spoken to this customer. The customer has a scheduled reselection with our showroom on 9/24/22. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 09/27/2022

  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:09/19/2022

  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 paid for a 2pc Hall tree (SKU #*********) in full via credit card on 2/6/22 (order #**********). We were promised delivery in May. Then it was pushed five more times until I received a phone call on 9/7/22. The man stated he was calling from Raymore and Flanigan, and if we still wanted to wait for the Hall tree (date pushed again, for the 5th time to 11/14/22) or did we want a refund for the "full" amount. It was left as a voicemail, and a "full refund" verbatim, was stated. We paid $ 679.15 for it, and with tax ($48.25), the delivery fee ($54.99), and the "Platinum protection plan" ($69.95) came to (paid in full) $852.34. We were only refunded $749.05. In March, they did take off the Delivery charge due to duplication because we had already paid when we brought other furniture that day. We never received or took possession of the Hall tree, the order was canceled. Tanisha in the coustormer service did not refund the protection plan nor the sales tax back to us. Since we paid with a credit card "in full" on 2/6, we also incurred monthly interest for over 8 months, which was another financial loss. We would like them to honor their words "full refund" and credit us back the $118.20 that is owed to us. We already lost the 8 months of paying interest and waiting on a piece of furniture we will never see or get to use it. I even asked about 6 months into the waiting and the continuous changing of the promised delivery dates, if we could have the floor model, and I was told (strongly) they couldn't do that. The representative that "helped" me (Tanisha) was not very nice and have a terrible attitude. I felt that the tone in her voice and her words were not helpful and lacked empathy and understanding. She was not polite at all. She made me feel that I was an idiot to want our money back for a piece of furniture that we will never receive. For a "full refund" as I was told to in a voicemail message left on my cell phone.

  Business Response

  Date: 09/24/2022

  Good afternoon, Our leadership team has spoken to this customer. We have discussed the issue of the refund. Customer will be checking her statement and if any further concerns, she may contact our leadership team to assist. Thank you,Raymour & Flanigan 

• Initial Complaint

  Date:09/19/2022

  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 bought a reclining chair with an outlet and the outlet burned my chord. I would like to seek a refund and am concerned about the safety of this chair for others.

  Business Response

  Date: 09/20/2022

  Good afternoon,We are unable to find any information in our system from this customer. Is there a different name it could under or previous phone number or address? If the customer could please provide this information then we can reach out.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 09/21/2022

  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.Under my wife's name********* ***Address delivered to is * *** *** **** ******* ** *****
   
  Regards, *** ******

  Business Response

  Date: 09/29/2022

  Good afternoon,Our leadership team has spoken to the customer. We have offered an exchange, reselection, or straight return. Customer should contact our leadership team with their response. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/02/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would like to make sure that the company checks all their similar products to make sure there is no issue with any of them burning or causing a fire.
  
  Regards,
  
  *** *****

• Initial Complaint

  Date:09/18/2022

  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 couch from raymour and Flanagan about a month ago. The corners of each sofa end ( behind cushions ) has a strong cheese chemical odor . In reading about off gassing furniture I beleive this is what is occurring . It was notable from the day it was set up. There is no staining/ marks or any other explanation.

  Business Response

  Date: 09/29/2022

  Good afternoon,Our leadership team has attempted to contact this customer three times. If she could please provide a better contact number or return the calls to our leadership team so we can attempt to resolve this complaint.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/18/2022

  Type:Billing 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 am being bill and at collections department now for a payment already made. My credit score is suffering because they are not fixing my credits. I call and went there personally and I am receiving request to pay since 5/2022. When they look at their records they see that i do not owe them. They keep telling me the same thing meanwhile my credit is suffering

  Business Response

  Date: 09/20/2022

  Good afternoon,This customer financed their orders through ** ***** Any collections or failure to collect payments would be through them, not Raymour & Flanigan. The customer may contact ** **** at ###-###-####.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 09/22/2022

  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.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]I paid what was owed. In addition , I never authorize this charge to my credit card.I found out about it when ** **** was attempting to collect. The damage don to my credit has to be undone. I am not to refinance my home. This is now becoming a financial burden. I need this be remedy immediately. 
  
  Regards,
  
  ****** *******

  Business Response

  Date: 09/24/2022

  Good afternoon,This customer financed their orders through ** ***** Any collections or failure to collect payments would be through them, not Raymour & Flanigan. The customer may contact ** **** at ###-###-####.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/16/2022

  Type:Billing 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.

  8/14/2022
  Purchased Brand New : Loveseat, Couch & Platinum Protection.
  Cost: 1396.92
  
  August 14, 2022, purchase BRAND NEW Loveseat, Couch & platinum protection warranty.
  
  Received opened and re-wrapped furniture. The couch was torn on delivery. Platinum protection was unable to repair and they replaced the original ripped couch with a damaged couch (falling apart arm rests, verified in video and approved for a exchange). They then delivered a USED couch (they confirmed and apologized..) that was in a home with animals for a week (I know becasue it was my OLD couch with a badly repaired rip!!!). When I confronted Raymour & Flanigan I was told by the manager that sometimes furniture is deemed "repaired and re-sellable" Another manager told me all returns are "sent back immediately" and "nothing is ever re-sold" Then I was told I would receive a NEW couch this time (so was i knowingly being given used furniture?).
  
  Another opened and re-wrapped couch with defective arm rests arrived, I refused. I sent a COMPREHENSIVE email in chronological order of all events and the company has since stopped replying to emails and I am left with a refurbished/ used loveseat, a damaged/ possibly used couch and a worthless warranty. (attached PDFs to this complaint too)
  
  The company has lied to me on several occasions, when confronted they stopped communicating with me.

  Business Response

  Date: 09/20/2022

  Good afternoon,Our leadership team has been in constant contact with this customer. As of 9/19/22 the customer continues to have further concerns about the merchandise, we have offered several resolutions which the customer has refused. At this time our legal team is documenting this and we are sending a check to the customer in the amount of the price of the sofa and protection plan purchased. The customer will be allowed to keep the merchandise, but we will no longer offer service, maintenance or disposal of the furniture. There will be no further resolution from Raymour & Flanigan.Thank you,Raymour & Flanigan