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 has 122 locations, listed below.

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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:09/14/2022

  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 sofa in June that was delivered in July. The sofa has piping which I noticed wasnt straight with the frame plus the cushion backs were indented. Photos were sent to the delivery department and a replacement was sent. The piping was also crooked on this sofa but the cushion backs were straight. The delivery department were contacted and I was told as this one was the same it must have been the way there were shipped as one side was straight and it was agreed I would take the replacement and someone from Service would contact me about the piping. The Service Department contacted me and told me they had reviewed the photos and there was nothing they could do and to go back to the store. I returned to the store and was told that was not the correct procedure, service should have sent a technician. The store contacted the Service Dept and an appt was made. The technician came on July 29th. He removed the material from the frame and tried to align it with the frame but there was not enough material to completely correct the problem and he said he would report back to the office. He also told me that the cushion backs would never have straightened out as it was due to strapping during shipping. I received a voicemail from the Service Dept and was told nothing could be done. I contacted Service again and reluctantly agreed to send their head technician, he arrived on August 5th. He told me he wasnt sure why he was here and told me the sofas are mass produced and I had to accept that sofas with piping would look like this and he would report to the office. I did not here back so on Aug 10th I sent an email to head office detailing my complaint and so far I have not heard anything. I have looked at sofas in stores with piping and they are aligned with the frame I also have 2 friends who have piping on their sofas and they are also aligned.

  Business Response

  Date: 09/24/2022

  Good afternoon,Our leadership team has left a voicemail for the customer requesting photos of the merchandise so we can advise on resolutions for the customer. If the customer could please contact our leadership team back or provide a better number to be contacted at so we can assist.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 09/29/2022

  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.  A new sofa has been ordered and expected to arrive on October 8th.  I have been assured the new sofa will not come with the issues outlined in my complaint.
  Regards, ***** ******

• Initial Complaint

  Date:09/13/2022

  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.

  I purchased several items during the Memorial Day (5/29) sale (king sized bed frame, two nightstands, a dresser cabinet, twin sized bed, twin sized loft desk bed, dining room set). When I received the products, the twin-size loft bed (a new product) had a broken frame and bed rail that was too long (my spouse had to buy a saw to cut it down and make it fit). The trundle under the other twin bed also had broken pieces that my spouse had to fix. My biggest issue is the table that was never delivered. The table never arrived. The delivery date went from June to July 26 to Aug 7 to Sep 9. The store called on Sept 6 and told me they would deliver to VA, where the salesperson was aware of my move because of the military on Sept 11. Then on Sept 10th, we were called by the warehouse delivery (by the Customer Care Manager) to be told that someone screwed up and we were too far out. They stated it would be another 3-5 weeks putting the delivery date earliest in October. We asked them to continue to process the order and were told the store manager would contact us to discuss the issues on Monday. When I reached back to the store two days later about canceling, they informed me they had already canceled and I would see a refund 3-7 business days. No proof or notification as given that to us that our order was canceled.
  
  Additionally, I asked to speak to the manager but was put on hold and told they were in a meeting. I asked to be called back to discuss this, but I do not see this happening since communication keeps breaking down when dealing with the store and its personnel. I spent over $5k with Raymour Flanigan only to receive broken products, poor customer service, and missing products. I am now stuck with four chairs with a bench but NO TABLE.

  Business Response

  Date: 09/20/2022

  Good afternoon,Our leadership team has been in contact with this customer. We are able to get this out for delivery to the customer on 9/21/22. Customer is happy with this resolution. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have purchased a living room set from Taft A little over a year and a half ago a sectional and ottoman paid extra for the protection plan on the furniture I called today to put a claim in with furniture protection company to have a piece of my furniture fixed and they told me in order to complete the claim that I have to provide a receipt, it’s in their system I do have the The furniture protection with them but due to the fact I don’t have the receipt and Taft have been taken over by another company I wasted my money purchasing the furniture protection plan and suck with damage furniture!!!!!

  Business Response

  Date: 09/19/2022

  Good afternoon,During Raymour & Flanigan's acquisition of Taft Furniture, we did not purchase any previous sales information or customer information. We do not have access to that information. We can advise the customer to give our Customer Care Center a call at ###-###-#### and we would be happy to see if we can repair the furniture. We do charge a service fee of $125 plus tax. If the customer would like to have us take a look at the furniture, they may contact us at the phone number provided. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

       Soon after chair purchases / delivered motor did not work on lift chair, leaving me in the air a few times then it would work. Did it a couple of times sometimes not going up. Service man finally said it was the motor which he didn't have. Had to wait again for another service date. All along I asked for a different chair they refused and also said manufacting co would not guantey either, With the money I spent on the whole set of furniture, their service was poor. and I would rather not have to deal with them again.

                                                              Thank you

  Business Response

  Date: 09/19/2022

  Good afternoon,Our service technicians installed the new motor and put padding in the arms today. At this time no further resolution will be offered. If the customer has any further concerns, they may contact our leadership or service team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/07/2022

  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 am in need of some assistance in resolving an issue with Raymour and Flanagan which involves merchandise that has been delivered incompete and well beyond the promised time of delivery. Sometime at the end of April I purchased a living room, bedroom and small dinette set from the Springfield, Pa location. At that time they did make it clear that the bedroom set would be on a back order until sometime in July, which was fine, I agreed to wait. The bedroom set was delivered around the time promised, however it was missing the brackets that connect the mirror to the dresser. I contacted the store and was told I'd be sent a link via text that would allow me to schedule a day and time to have someone from Raymour bring and install the brackets, which I did receive almost immediately after completing the call. Upon clicking the link I was taken to a screen that simply said, "You're all set." which of course I was not and I called the store yet again. Speaking with Tasha, I instantly knew the customer service bar was not set very high within that corporation as I was continually interrupted as I attempted to explain my frustration at this point. I decided to call corporate. I was now told that the brackets I need are on back order until November. I purchased the furniture in April, they charged my card in April, and now I am supposed to wait another 3 months to be able to actually use the furniture? I told the "customer service" representative that this was just not acceptable and wanted to know what they intended to do to rectify the matter. I was told that "maybe they could take brackets from a different set and see if those would work." I didn't buy a bedroom set that needs to be piece-mealed together, or wait 7 months. I asked for a refund, but will not credit my card until after it's been removed from my home. I have no reason to believe that they will follow through on processing a refund. I'd like the credit done the very same day they take come to take this set.

  Business Response

  Date: 09/10/2022

  Good morning, Our leadership team has spoken to this customer. We will be picking the furniture back up from the customer on 9/18/22. After the furniture has been picked up from our delivery team, the refund will be issued to the customer. She should see it reflect on her bank account within 3 to 5 business days. If she has any further concerns, she may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/06/2022

  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 bought a bedroom set in 2020 from the Plymouth Meeting store cost over 2000 dollars I bought insurance I had nothing but problems with the bureau, I had repair people out 3 time finally they said they would replace the bureau so they came took bureau and mirror and a week later brought me another bureau I had bought the insurance for 250.00 or close to that . A month later I received a bill for 599.99 now Ive called them no one returns callls no they have PUT ON MY CREDIT REPORT. I dont owe them anything the insurance should have covered a new bureau if anything the owe me a mirror that they shouldn't have took.

  Business Response

  Date: 09/10/2022

  Good Morning,Our leadership team has been in contact with this customer. They have explained exactly what the customer got, the reasons why, and what she was billed for. We did attempt to see if there was anything we could assist with that needed repairs, due to customer stating she was having issues with one of the pieces, but customer disconnected from our leadership. We did attempt to call the customer back, but had to leave a voicemail. If the customer could please contact our leadership team so we may assist in this complaint.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Very disapointed, i bought multiple bedroom sets in 2018 with a 5 year warranty. I have called raymour flanigan multiple times on one particular bedroom set that i have and am very disapointed in it. I have a 5 year warranty on it and i want a replacement . It has alot of damage not from me but i guess from just sitting there . Shown in the photos below. This is the model, i can show pictures of the holes being automatically made on it if desired. Please reach out to me i want this furniture exchanged. We have bought alot of furniture from you guys in the past . This is not fair to me and my family we spent about $2900 on this set.

  Business Response

  Date: 09/12/2022

  Good afternoon,Our leadership team has been in contact with the customer. We had scheduled for our technician to come to the home on 9/10, but customer was not home. We are rescheduled for 9/17. Once the technician goes out to the home we will determine what resolution we can offer to the customer. If they have any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/04/2022

  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.

  In 2017, I made a purchase of 12,000, furnishing my new home. The sales person added on a platinum plan letting me know if there were ANY issues with any of the furniture for 5 years, I could reach out and get it repaired or new product delivered. During Covid, reached out about a broken dinning room chair and four other extremely wobbly ones. Repeatedly reached out. No response. Ended up throwing the chair out. Reached out about three months ago about my moms recliner. NO response and no callbacks. Ended up going to the store to buy her a new one. While there, had a sales person sell me the new chair, bought $4,000 worth of other furniture being told it was financeable for 60 months which turned out to to be 12 months when I got the bill. ALSO added the platinum plan because the sales person told me that they were just backed up during Covid and to give it another try. She told me to call about the recliner, when I came home I called everyday for 10 days straight. NEVER a call back. Did the online claim several times too. Gave up and threw out the recliner. Then my couch started squeaking——- STILL no call back or response on that!!! REFUND MY MONEY FOR BOTH OF THE PLATINUM PLANS!!! CHANGE MY FINANCING TO THE 60 MONTHS I WAS PROMISED. SCAM ARTISTS!!! NEVER USING THIS PLACE FOR FURNITURE AGAIN. DO NOT LET THEM SCAM YOU INTO THE PLANS. THEY ARE WELL-TRAINED LIARS.

  Business Response

  Date: 09/12/2022

  Good afternoon,Our leadership team has been in contact with the customer. We have offered a refund of the Platinum Protection plan to go back to the finance company. We have also scheduled service for 9/17 to take a look at the sofa to offer a resolution on that piece. The leadership team is looking into the financing contract to see what we can do for the customer. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:09/02/2022

  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.

  I purchased a leather sofa and matching chair from Raymour and Flanigan on 09-12-2021. It was delivered on 09-23-2021. Soon after delivery, I noticed a creaking squeaking noise that was hard to duplicate. After finding and duplicating the sound I contacted them. They sent out a technician that said this was a normal sound. Leather rubbing against leather. Later on I was able to find exactly how to duplicate the sound and it was not leather on leather. They came back again and put braced, wooden strips and screws in the sofa. The creaking stopped. I then began noticing noise from the springs. I notified them again and they sent out a technician to repair the springs on the left side of the sofa. Weeks later, I noticed the springs making noise in another section of the sofa. I notified them again and again they sent a technician out to make repairs. Weeks go by and I notice springs making noise in another section of the sofa. Again they sent out a technician to make repairs. Let me remind you that the sofa was cut open on the bottom to make these repairs and was not stapled back correctly. It looks like Frankenstein on the bottom. I am still having spring problems. The technicians and one of the customer service people say it's a manufacturer flaw. Raymour and Flanigan say they have no record of anyone saying this. They are sending a technician out again on 09-16-22 to make repairs again and determine if this is truly a manufacturers problem. My question to them was what else could it be besides a manufacturers defect. Their warranty says they will replace a piece of furniture if it can't be fixed. They've been here multiple times and it's still not fixed. I feel as though they're giving me the run around to let my one year warranty expire. Thank you in advance for your time.

  Business Response

  Date: 09/10/2022

  Good morning,Our leadership team has been in contact with this customer. We have a technician going out to the home on 9/16 to evaluate the pieces and then we will determine the best course of action. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 10/07/2022

  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.  I reached out to Ann at Raymour and Flanigan today (10-07) at 3:15pm. After being on hold for more than 4 minutes, the lady that answered the phone said that Ann was not available and that she would relay the message and Ann would call me back. It's now 4:37 pm, and no call back. Ann leaves at 4:00 pm. Ann has called me twice this week and left a message. I was not able to return her call until today. I'm surprised she wasn't available to take my call if they were serious about bringing resolution to my issue. Thanks.
  Regards,
  
  ****** *****

  Business Response

  Date: 10/10/2022

  Good afternoon,Our leadership team has connected with this customer. We will be exchanging his sofa, and this delivery is for Friday 10/14. Our leadership team will connect with him after delivery to make sure the customer is satisfied with this resolution.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,
  
  
  
  ****** *****
  
  
  
  I received a new sofa today. However, there is a creaking spring noise in the new sofa. I will be waiting for Raymour and Flanigan to contact me to resolve this issue with the new sofa. This new issue seems to be repairable but I'm not sure. If the springs can't be repaired, I'll be asking for a full refund of $2,910.66. Thanks.
  
  
  
  
  

• Initial Complaint

  Date:09/01/2022

  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.

  $15,000 spent at reymour on 10/23/21. I bought my first home and furnished it using this company and it’s now 9/2/22 and I’m still waiting on my wilschire bedroom set. I’ve called every month for 11 months now and they keep pushing the date back. I’m pregnant and sleeping on the floor!!! This is unacceptable there is no reason why Someone should be waiting a year for their bed set!!

  Business Response

  Date: 09/12/2022

  Good afternoon, Our leadership team has contacted this customer about the order. We have come to a resolution and are delivering the pieces that are in stock on 9/17 and then will continue to keep the customer up to date on the rest of the order. If she has any further concerns she may contact our leadership team.Thank you,Raymour & Flanigan