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

  Route 104 East Oswego, NY 13126

• 

  Raymour & Flanigan

  112 Kasson Road camillus, NY 13215

• 

  Raymour & Flanigan

  2685 Walden Avenue Cheektowaga, NY 14225

• 

  Raymour & Flanigan

  1020 Center Street Horseheads, NY 14845

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:08/31/2022

  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 brought my furniture in July of 2020 I requested a email copy of my purchase in which I brought protection with ******* . This was not provided although they stated that it had been sent .I am currently having problems with ******* repairing the furniture as I do not have the original receipt and Taft has since closed. There isn’t any information available for contact Taft of management to get a copy of my receipt.

  Business Response

  Date: 09/03/2022

  Good morning, We do understand this customer's concerns and frustrations. When Raymour & Flanigan purchased Taft Furniture in 2022, previous sales were not part of the purchase. We do not have access to past Taft sales and cannot assist in locating the sales receipts. We can offer to set up a service with our technicians for $125 plus tax. If the customer would like to see if we can repair the furniture, she may call ###-###-#### to set up a claim. Otherwise, at this time this is no other resolution we can offer to the customer. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/31/2022

  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.

  Company kept pushing back delivery dates on my furniture. I made payments through my Federal issued card for my disability checks. They have me running all over nyc trying to cash the refund checks. Although I have attempted over 10 times to resolve this issue, I cannot get the checks honored anywhere. It appears that their accounting department is always unreachable. I should not have to pay fees because this company was not able to adequately deliver my merchandise.

  Customer Answer

  Date: 08/31/2022

  I purchased furniture from Raymour and flanigan.  I completed the purchase in May and got an initial delivery date for June. I had expected travel and reached out to confirm delivery date was pushed back to July.  Then I called in July and was told the date had been pushed up again for the first week of September.  I reached out again was told that the date would be late September.  I initially requested some sort of compensation for all of delays and they refunded me $152. I decided afterwards that I could no longer wait due to circumstances beyond my control I requested a full refund. A check can in for over$5400. Initially I requested that the funds be refunded back to my mode of payment,  My SSDI benefits card. They indicated that it was not possible so issued the checks. The check cashing institutions in Brooklyn would not cash the check for $152. I reached out and requested that Raymour provide a branch that would honor the **** checks because that is who issued the checks. Each time I contacted them I got a different bank, was told to deposit the check in a bank account or go to check cashing place. I don't have a bank account because as I stated earlier I get my federal disability on a debit card. Secondly, I don't feel I should have to pay exorbitant check fees since this company inconvenienced me and didn't properly inform me of my consumer rights if furniture was delayed 30 days after promised delivery dates, I had to reach out to them to be told that the dates had changed.  Based on the errors and poor customer service information I traveled to **** and was told the check could not be honored because although Raymour and Fanigan is a customer I am not. Account receivables or never available and I got ghosted my a customer service representative named Tammie while sitting in the lobby of the bank they recommended I go to. I just want my money redposited to my debit card. 

  Business Response

  Date: 09/03/2022

  Good morning, Our leadership team has been in contact with this customer regarding the checks. We have provided a phone number for the bank to call to verify that the checks are indeed valid. If the customer should have any further concerns, she may contact our leadership team. Thank you, Raymour & Flanigan

• Initial Complaint

  Date:08/30/2022

  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.

  We purchased outdoor set Sierra Collection which is 4 glider chairs and fire pit table . All 4 chairs were assembled backwards . The sticker with “front “ and arrow are on the back of the chair with and the fire pit propane holder( per instructions left with the furniture)is on the wrong side under the starter in addition the fire pit won’t ignite . We called immediately after delivery and many times after as these are all safety issues and our furniture is not useable . They have offered to come out in many weeks per scheduling for repair . These are not repairs the furniture is not usable and I have to ensure that no one is hurt while it is on my property incorrectly assembled . I would expect they would rectify immediately .

  Business Response

  Date: 09/10/2022

  Good morning,Our leadership team has been in contact with this customer. We did have a service set up on 9/7, but customer was not home. We are waiting for customer to contact us back to reschedule. We do have a new piece also being delivered to the customers home on 9/11. If the customer has any further concerns, they should contact our leadership or service team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 09/12/2022

  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:08/29/2022

  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.

  We were loyal customers of Raymour and Flanigan. We usually purchase all of our furniture at the Orange store in CT. We ordered a sectional which took 7 months to arrive (which was fine because we understood the circumstances due to covid and supply demand). A couple months after we received the sectional we noticed some of the cushions were coming apart at the seams. We called in and filed a claim. At that point they sent someone to come out and try to repair the cushions. The repair person decided that she would order another because it was not repairable. She explained it would take 8-12 weeks, which was fine! After months that went by I called in to follow up. When I called in the representative informed me that the sectional was discontinued and they had no way of getting replacement. I asked about locating pieces at other stores our clearance locations. The Rep. from service said she would call around and locate pieces. Weeks went by again nothing! Called in no call back! Decided to take a ride to store and clearance store. At that visit to clearance store I actually found random pieces from sectional! The manager informed me that they could not assist me as well as the main store! Called service again and asked about pieces .. again no call back! We are now going on several weeks no call back! Now I have a couch that was $2,900 and is just over a year that is defective because everyone from service to sales did not want to assist me! I am extremely frustrated and disgusted with the way I was treated!! They lost a customer!

  Business Response

  Date: 09/09/2022

  Good afternoon,Our leadership team has been in contact with this customer. We are setting up another service for the customer for 9/17 and our leadership team will follow up with a resolution after that time. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 09/09/2022

  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:08/29/2022

  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 April 28, 2019, we purchased a power recliner sofa ($1279.96) and love seat ($1255.96). We also purchased the Platinum Protection Plan ($349.95) which is a 5 (five) year. This furniture is in great shape with no wear. In mid July 2022, I contacted Raymour and Flanigan regarding the power recliner on sofa wasn't working, and the recliner on love seat was intermittent. They sent a service tech to look at both units. The love seat was a matt
  er of a couple loose connections at the plugs. With the sofa, the tech said that the switch was bad and had to be ordered. I received a call the next day that the switch was no longer available and that they would credit original purchase price towards a new sofa. The new sofa cost was close to $3000, so it was going to cost me around $1600-$1800 (the store manager did offer to reduce cost of new sofa by 10%) for a new sofa, which we would not be able to purchase the protection plan for because of a "warranty" replacement. In the service plan, it is stated, "We may use original or non-original parts or substitutions at our sole discretion". I can't figure that there isn't an aftermarket switch that will replace the one in the couch. I feel that the protection plan was a waste of money, as was the sofa. I would like to either get the part replaced (which there are many listed on ******) or the sofa replaced at no cost.

  Business Response

  Date: 09/10/2022

  Good morning,Our leadership team has been in contact with this customer. We are sending a technician out to see if we can find a part that fits this piece. If the customer has any further concerns, they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/27/2022

  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 this in June. So less than 2 months ago. And there are so manny issues with it already. The back cushions are ripping from the back of couch and stuffing has started to come out. The chase and middle cushion are freying and ripped strings everywhere like the seams are becoming separated. The cushions on chase and middle are sinking. I have called customer service and the store that I bought it from directly and they have been giving me the run around since I called 2 weeks ago. I would like to get this resolved sooner than later. I would appreciate if someone would reach out with a solution. Thanks so much.

  Business Response

  Date: 09/03/2022

  Good morning,Our leadership team has been in contact with this customer. We have explained the reasoning behind why the service claim was denied. The sofa was not delivered in the current condition and there are no defects. Customer is aware the damage to the sofa was customer caused damage, and the customer did not purchase our Platinum Protection Plan. At this time if the customer would like to purchase new cushions, she may do so at charge. After speaking to the customer, they do not want to purchase cushions at this time and understand there is no further resolution. If the customer has any further questions, she may contact our leadership team.Thank you, Raymour & Flanigan

• Initial Complaint

  Date:08/27/2022

  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 have boughten a lot of things from this company and this particular time I selected an adjustable base bed frame which I was told would come with the extendable legs to raise my bed, I had to fight with the store being told when I bought the frame it came with it then them telling me when I returned to the store they do not and I would be charged extra for them finally the delivery people came without them 2x, I did a reselect on a mattress after paying $125 on a cover to be able to do so not being told I would be charged an additional $90 to deselect and the delivery company then came with the reselected mattress and Damaged my property trying to get it upstairs which resulted in the mattress ripping. Now I have a bad mattress and damaged walls/railing. After a week of being treated like crap and the rude customer service representative the general manager finally calls me and tells me I have to pay 20% of a mattress that I will not own. A total of $1035. The worst company, every time I encountered an employee I was lied to and one said this and another said something different, now I’m left having to pay a large bill as well as find another mattress.

  Business Response

  Date: 09/09/2022

  Good afternoon,Our leadership team has been in contact with this customer. We have offered customer a credit towards her financing that she has accepted. That credit was submitted on 9/8/22. If the customer has any further concerns she may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/27/2022

  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.

  In 2019 I purchased the sofa from Raymour and Flanagan. It began to lose color all over the place, thus it was defective so it was returned under the warranty and a new sofa was received on August 2, 2022.
  
  Unfortunately, the new sofa that I selected only lasted 15 days. Within a week the leather began to Stretch in an awkward fashion The seat padding began to cave-in to the point that it is NOT USABLE. When you sit on either side of the couch, it feels as if you’re hitting the bottom of the sofa in a hole. The center cushion seems to be fine. The padding on the couch is so horrific that it causes extreme back pain.

  Business Response

  Date: 09/03/2022

  Good morning,One of our technicians are scheduled to come out to the home to inspect the piece on 9/7/2022. Once the technician sends the leadership team their report we will offer the customer options to take care of this. If the customer has any questions they may contact us at ###-###-####Thank you,Raymour & Flanigan

  Customer Answer

  Date: 09/06/2022

  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.   On September 2, 2022 a "technician" from Raymour & Flanigan (R&F) by the name of Anthony came to my home per R&F policy to view the damaged sofa. Anthony took photos of the sofa, sat on it and said that I had a case and agreed the sofa was defective.* Anthony advised me that the fastest way to speak with Customer Service was to "DECLINE" the service and get them on the phone.* I was connected with "Sharee" of the Connecticut office of R&F. We spoke about my situation for 45 minutes and went back and forth on my request to take back the sofa as I am unable to sit on it due to its poor quality, i.e., wear, dirt and overall condition of the sofa.* Sharee gave me two (2) options that were unacceptable. (1) Have to sofa removed and replaced with the same sofa (SKU) or; (2) R&F all take back the sofa and issue a credit for the amount of th sofa which she was very vague about.* I told Sharee that I was not happy with those options as it would leave me to do continued business with R&F which I have lost 100% consumer confidence in. I will NOT at this point have their products in my home.* Sharee put me on hold and said she had spoken to the manager of the store and that he would call me tomorrow (9/3). She then told me that Mario C*** would call me back.*Mario C***, did NOT CALL me back. I had to call him. *When I spoke to Mario C***, told me that he knew little or nothing about what was going on, told me there were NO REFUNDS OR EXCHANGES ON SOFAS and then put me on hold after I told him that I was presented with two (2) unacceptable options from their customer service representative, Sharee. *When he spoke to me again, he said that Sharee DENIED offering me the two (2) options of Return/Replace or Return/Credit and then had the nerve to tell me that the condition of the sofa was my "Perceived Opinion".*Mario C*** then told me that I had to, once again, have a technician come to my home and look at the sofa. Why? What are they going to do at this point. They have already proved, yet again, how dishonest they are in terms of conducting business.* I made an appointment for a "technician" to come to my home reluctantly on 9/7, but have cancelled it due to more important meetings that have to take place that day.* FYI - Mario C*** email is - Mario C*** *************************** * AS OF NOW - R&F has taken approximately $1800 for the first sofa, and additional $300 for a Warranty they have not honored and and additional $321 for the upgraded sofa that is not usable plus NYS Sales taxes and deliveries. Let's add that I also lost $80 on tipping the two unprofessional delivery men who REFUSED to wear a mask in my home. We are looking at upwards of $$2500 spent on furniture that cannot be used.*In addition, I have spent another $800 on a replacement sofa that is due to arrive in October and if R&F does not take back the existing sofa, I now have to spend another $300 to have the R&f sofa removed from my home.***RESOLUTION WANTED*** - RAYMOUR & FLANAGAN TO TAKE BACK THE SOFA ASAPREFUND: WARRANTY AMOUNT $300 PLUS THE UPGRADE FEES OF $321I think this is a fair ask. R&F NEVER EVER SAID/OR WROTE THAT THEIR PRODUCTS ARE ALL SALES ARE FINAL per MARIO C***. According to their sales documentation previously shared with the BBB, I have 30 days to reject the sofa. I did so within 22 days.If Raymour & Flanigan do not honor this request, my next step is to contact the Westchester Consumer Protection Agency and Legal Counsel as well and will sue for the ENTIRE AMOUNT SPENT at Raymour & Flanagan.
  
  Regards,
  
  ****** *******

  Business Response

  Date: 09/12/2022

  Good afternoon, Our leadership team has been trying to contact this customer regarding this complaint. We have left two messages and sent an email. If the customer could please contact our leadership team back so we can assist, or provide a better contact phone number. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/26/2022

  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.

  hi,
  
  Returned a couch and chair to Raymour and Flannigans on August 15th, 2022.Refund is for $2900.00. Two weeks have passed and they tell me the refund is still work in progress. This is robbery and by large corporate company. No regards for their customers.

  Business Response

  Date: 08/27/2022

  Good Afternoon,Our customer was refunded 1907.95 on August 17th. He was refunded 953.95 on August 17th. We found another refund of 196.19 of a payment he made at our store that will be refunded in three business days.We apologize for the delay.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 08/29/2022

  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. 
  
  
  
  Regards,
  
  
  ******* ******
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/24/2022

  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 few items for my mom. Everything seemed fine until we started to get severe allergies from the material on the sofa and matching chair. It appears the dry microfiber has a bit of a rough exterior which gives you an allergic reaction. My mom has been breaking out with some sort of form of dermatitis, I have severe allergies as well. We can't sit on the sofa as the rough material causes severe itching and a serious allergic reaction. We tried everything, we covered the sofa with blankets and it's kind of ridiculous to have new furniture covered up like some sort of old museum. I contacted the customer care at the showroom, they made an appointment so the technician could visit. I made the appointment for August 11th, he called me the day before the appointment and asked me to send him a picture of the furniture, I sent him the images and my mom's rash from the furniture. He never responded. The next day he didn't show up, I called the office to find out his location and apparently he stated; he called to tell me he was canceling the visit. I spoke to him once when he asked me for the images. Never said anything about not coming. Needless to say I lost the whole day waiting for the technician. I called the main office once again and tried to find out what I could do with the furniture. They said they will call me the next day and I'm still waiting. I really thought they would take a medical reaction seriously, I was wrong. It appears they are not going to rectify this situation.
  Update: After 14 days I called and I spoke to the store manager and he was very dismissive and told me it was my problem, the company is not going to rectify or do anything with the furniture, I need to find a cleaning service for the new furniture, this was my responsibility and not theirs.

  Business Response

  Date: 08/25/2022

  Good Afternoon,

  We have partnered with our leadership team to reach out to assist our customer with her purchase.

  Thank you,

  Raymour & Flanigan