Business Profile

Furniture Stores

Raymour & Flanigan

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Complaints

This profile includes complaints for Raymour & Flanigan's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

811 total complaints in the last 3 years.
234 complaints closed in the last 12 months.

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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:08/15/2022
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 recently had a server and kitchen set delivered in July and have been in contact with Raymour and Flanigan numerous times since delivery to come correct the furniture that was damaged from delivery. They finally sent a link to schedule a technician to come out to correct the shelf, the server and kitchen set and chairs. On August 10th the technician came out and told me he was not able to fix the shelf and the table and chairs were not in his work order and the server he brushed off and decided to use spray paint on 2 areas (this is worse than it originally was) and did not correct the rest of the damage I advised of with the server.
He told me he would contact customer service and they would reach out to me the same day which never happened. I waited and contacted customer service a few times after that and customer service keeps advising someone would reach out in 24-48 hours. This never happened and still to date there is no resolution.
I want a technician to be scheduled as promised (not the same one on 8/10 due to unprofessionalism) to come out correct the damage for the server, kitchen table and chairs and correct the shelf that was installed upside down by the delivery team.
Business Response
Date: 08/23/2022
Good Afternoon,Our leadership team reached out to our customer on 8/18/22 and left a message to assist.Thank you,Raymour & Flanigan
Customer Answer
Date: 10/02/2022
Better Business Bureau:

I am still waiting for the link to schedule a technician to be sent to my email.

Regards,
***** *****
Business Response
Date: 10/03/2022
Good afternoon,This customer needs to return the phone call from our leadership team. We have to set up a new service in order to send her the link. If she could please contact us so we can resolve this.Thank you,Raymour & Flanigan
Initial Complaint
Date:08/15/2022
Type:Delivery 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.
Date of Transaction is 7/1/22. The transaction is funded by a financial institution and we are to make payments of at least $64.00 monthly. The account number is ****************. We purchased a King size mattress and box spring set. We ordered the merchandise online and the online transaction went well. Raymour and Flanigan guarantees WHITE GLOVE DELIVERY. The 1st delivery men did not cover their shoes with any protection and wore their shoes in my home. The delivery men would not take my mattress, stating they do not take stained mattresses or ripped box springs. This was not informed to me as I booked online. First box spring came ripped on top and they offered to delivery a new one the next day. They still did not take my mattress the first time. The second delivery men also wore shoes in my home with out protection and left the door wide open allowing bugs and flies to come in as they wrapped the old box spring to take outside. These gentleman stated the first group of delivery men were just "lazy" and that's why they wouldn't take the mattress, they stated they would just wrap it in plastic, "No problem." They also told me the first delivery men had put my mattress on the incorrect way. After the second delivery I went to make the bed then noticed underneath the box spring the entire netting was destroyed and ripped. It was obvious that upon delivery someone placed their hand on the wooden framed and ripped the netting. The netting was almost torn off one side of the box spring, right away from the staples. I followed up again and sent pictures to a [email protected] regarding this and she stated a manger would get back to me because she couldn't issue refunds . No one has gotten back to me and we are now paying on our bill. I want a refund for my box spring so I can get one SOMEWHERE ELSE and also so they understand the seriousness of this and so they don't treat other customers like this. This was the companies fault and they need to resolve this.
Business Response
Date: 08/18/2022
Good Afternoon,We refunded our customer $162.00 on 7/5/22 due to her delivery concerns. The customer purchased the box spring for $190.00 We would be happy to refund her the remainder of the box spring purchase price which would be $40 plus tax.We would also allow her to keep the box spring as well.Thank you,Raymour & Flanigan
Business Response
Date: 08/19/2022
Good Afternoon,
We are happy to offer the customer a refund of 190.00 plus tax for the cost of the box spring to our customer. This would be applied to her finance company. She would also get to keep the item in question.
Thank you,
Raymour & Flanigan
Customer Answer
Date: 08/24/2022
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. Satisfactory that I received money back for a damaged box spring but not satisfactory with customer service from the Raymour and Flanigan delivery teams.

Regards,

******** *****
Initial Complaint
Date:08/15/2022
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.
Purchased furniture on 7/13/2022. In the last month I have made over fifteen calls to remedy the service of the headboard I purchased. The following events have lead to my complaint.

. 7/19/2022; delivery arrived and I was told they didn’t have a kit to attach the headboard to the frame.
. 7/22/2022; arrived with another bed frame and not an adaption kit.
. 7/28/2022; arrived with an adaption kit which did NOT conform to this headboard. The technician informed me that this headboard should never have been sold without railings or a footboard. In addition, informed me that it will never be stable. That they would try ordering 4-inch bolts
. 8/4/2022; Received a call from Bob in service; was told they didn’t have what was needed. He would get parts and call me on Saturday 8/6/2022. Assured me that they would be out on Monday 8/8/2022 to fix the problem. NEVER HEARD FROM; NOR HAD THE ISSUE RECTIFIED.
. Have since spoken to original salesman on 8/6, 8/8, 8/9 and 8/10. Assured me each time the situation would be rectified. Last phone call on 8/10; promised he would call Saturday 8/13; NEVER HEARD FROM HIM.
Business Response
Date: 08/23/2022
Good Afternoon,Our leadership team left a message with our customer on 8/22/22 to assist with the headboard.Thank you,Raymour & Flanigan
Initial Complaint
Date:08/13/2022
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.
The date of the transaction was 06/11/2022. We paid $3,357.40. The business stated, "we are proud to offer quality products with great value to our customers." The queen sleeper is garage. It squeaks when we sit on it and the pillows will not sit on the base of the couch. it has staples in the fabric that you can see and feel. The staples can come out in stick in your legs. It's cheap and poorly made. We called and told them about it. The supervisor was mean and ruled. Told us that they were not going to take it back because we accepted it. That was a week later after the sell. When we saw this couch in the store it was not a sleeper it was a couch. The salesperson said that it would be made into a sleeper. This is the garage that they sold us. We brought a Platinum Protection plan and we called and told them about the back had a raised area on it. This repair man came out and nailed it down. They sent repair guy out about the base of the couch. This guy said that he could not fix it because most sleeper have an adjustment so you can let the sleeper down, but this sleeper doesn't. He said that he was going to tell the supervisor that the quality of the queen sleeper was bad. When my husband called after couple days and asked what you are going to do about the sleeper? The person stated that the repair person that nothing was wrong. We are not satisfied with this junk. We want to be refunded. The document number is *********** and customer number is **********.
Business Response
Date: 08/23/2022
Good Afternoon,Our leadership team has reached out to assist our customer. We are sending a service tech out to assist.Thank you,Raymour & Flanigan
Customer Answer
Date: 08/23/2022
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:08/12/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The first purchase I made from Raymour was about $1300 for a bed and box spring. In less than a year the support legs under the bed gave way, the technicians came out and fixed it only for it to break again. At which point they encouraged me to do a re-selection of my bed. I found a new bed and ended up purchasing the bedroom set for $2000 on my Raymour card. When the technicians came out to deliver they told me the box spring would no longer be needed in which I paid $252.00 for. I was never notified by the sales man at the store on the day of my re-selection, that the new bed would not require it. I called the salesman a day later in which he told me there was nothing he can do about it and he didn’t know I had a box spring from the prior set. There is no accountability for this situation what’s so ever. I called the main Raymour in Ny and asked what can be done in which they offered me a gift card for $125. Moving forward the new bed came and parts were missing, I contacted and set up an appointment the same day I called about the box spring around 8/1 and was told the technicians would bring it on the scheduled appointment day which was today 8/12. The tech got there and had no piece, I ordered a bedroom set that came with these amenities and I am not receiving what I paid for. I am extremely frustrated and want to be compensated for this inconvenience. I feel I have been getting the run around since the first bed messed up and no one is taking accountability for what is happening. I am a paying customer and should be treated as such.
Business Response
Date: 08/23/2022
Good Afternoon,
Our leadership team left a message with our customer on 8/20/22 to assist with the return of the box springs.
Thank you;
Raymour & Flanigan
Initial Complaint
Date:08/11/2022
Type:Delivery 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 bedroom set online on 8/6/22 and was set to be delivered on 8/10/22. On Aug 10th Raymour calls me and tells me they are not coming now because something happened and my financing got removed from my account for no reason and the furniture was not loaded on the truck. I had to miss work for this and they call my the day of the delivery to tell me!! That is not at all professional and it very rude. Now it is scheduled for August 14 for delivery.
Business Response
Date: 08/18/2022
Good Afternoon,
We have removed the customer's delivery fee for the inconvenience.
Thank you,
Raymour & Flanigan
Customer Answer
Date: 08/18/2022
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:08/09/2022
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.
On 6/14 we purchased a mattress from the Kinnelon,NJ store totaling over $3100 which was to be delivered on 6/18. I had instructed the store associate as well as customer service that we just built our home and had everything professionally painted. I was assured that this is not a problem and the delivery personnel would take utmost care. Upon delivery of the mattress the delivery personnel damaged my staircase, wall and banister.
On 6/18 I reached out to customer care in the store to make them aware of the damage. I sent in pictures of the damage and was offered $50 dollars for the damages. This was quite frankly insulting.
Over the course of the next 6 weeks, I was in touch with Jomari from the Kinnelon store trying to be compensated for the repairs. I was promised countless times that I would receive calls but never happened.
I was repeatedly told that a delivery manager named "ED" would call me and he never did. I asked for fair compensation to professionally remedy the damage and was denied. This is really an awful way to treat a customer who has spent thousands of dollars at the store.

I would like one of the following options:

1,000 dollars to repair the damage
1,000 dollar in store gift card
ED from Raymour Flanigan to come out personally and fix the damage that he authorized 50 dollars for.
Business Response
Date: 08/16/2022
Good afternoon,Our leadership team has been in contact with this customer. We have agreed on a set amount to be refunded back to the customers credit card. The customer has accepted this resolution. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan
Customer Answer
Date: 08/17/2022
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:08/09/2022
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 bedroom set in late 2021, along with a $10,000 of furniture. In May 2022, the bed rail that supports the slats and mattress cracked in half (because it is not solid wood and has no metal support rod - it is made of cheap particleboard). Raymour and Flanigan replaced the rail after a nearly monthlong delay, in July 2022. On August 7, the side rail cracked in half again. Raymour and Flanigan is refusing to replace the broken side rail, and expects me to pay for a replacement on a bed that has now broken twice in a three month span, and is less than a year from purchase date. I do not feel this is a fair resolution. I have stated this but they are unwilling to work with me.
Business Response
Date: 08/12/2022
Good afternoon,Our leadership team has been in contact with this customer. They have offered a courtesy exchange of the rails and these are set to be delivered on 8/16/22. If the customer has any further concerns, he may contact our leadership team.Thank you,Raymour & Flanigan
Customer Answer
Date: 08/19/2022
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 at this time. However, should the side rail break a third time, I will expect a more robust resolution, and will contact you in that event to agree upon a mutually suitable course of action.

Regards,
**** ******
Initial Complaint
Date:08/08/2022
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 placed the order for the dresser from RAYMOUR AND FLANIGAN on 12-5-21 and received it in February 12-2022. The dresser was left in my living room as per my request because of omicron I did not want anyone going in my children’s bedroom and delivery people took it out of the box and left. The first service call on February 16 was because the third drawer arrived broken and I also noticed that the drawers kept on opening up. The drawers opening up was mentioned to the service person that came in to fix the drawer that was broken. He indicated that the drawers are opening up because my living room floor was not leveled. He fixed the broken drawer in the living room because I did not want anyone going to the bedroom. I called again Raymour and Flanigan in April requesting someone to try to fix the dresser drawers from opening up or to please let me exchange the dresser for another one. Customer service said that because I did not purchase the protection plan, I cannot exchange the dresser and that they can send a service person again to access the dresser. The service person came again for the second time stated that my living room floor is not leveled and I took him to the bedroom because asked me where is the dresser placed in the bedroom. From the corner of the bedroom, he stated from afar that my bedroom floor is not leveled. I told him that I used to have a dresser there and it did not open but that the drawers of this dresser keep opening up. Nothing was resolved and he left. I tried working with the dresser by putting foam under the feet of the dresser, it worked temporarily but the drawers keep opening. My family and I are bumping and hurting ourselves because as we walk by the dresser, the drawers keep opening up. I called again on August 4 and I explained the situation with customer service that I would like to exchange the dresser for another and he said that there is nothing he can do because there is nothing wrong with the dresser.
Business Response
Date: 08/15/2022
Good morning,Our leadership team has attempted to contact this customer. We have left a recorded message for them to call our leadership team back so we can discuss the options of an exchange, reselection, or refund. If the customer could please call our leadership team or provide a better contact number. Thank you,Raymour & Flanigan
Business Response
Date: 09/03/2022
Good morning,We will be picking up the piece on 9/6, and then the refund will be issued. If the customer has any further questions or concerns they may contact our leadership team.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 the dresser was picked up today. I am awaiting for the refund to be issued.

Regards,
**** *******
Initial Complaint
Date:08/08/2022
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 visited Raymour & Flanigan early to mid-June 2022 to order a TV Console Cabinet.
A sales associate: Frankie (I don't know his last name), opened a Credit Account for $15,000 in my name AGAINST my wishes!

I informed Frankie (the sales associate) that my Credit Score will be affected by running my credit report and by opening a new account! I also informed Frankie that I can pay for any furniture purchased via check or credit card!

Since then, my credit score was lowered by 50 points due to this account opening, which was AGAINST my wishes!

I have since discovered that sales associates receive a "bonus" for opening new accounts at Raymour & Flanigan. This is most likely why an account was opened in my name, again, AGAINST my wishes!

This practice needs to be halted. Potential customers are affected by their credit reports, and running reports and opening accounts all affect their scores.

My wishes were not respected, and I am reaping the negative consequences of this sales associate's actions!
Business Response
Date: 08/16/2022
Good afternoon,Our leadership team has reviewed the order and records for this customer regarding the financing. The customer was aware of us submitting for the credit and were informed of their approval for $15,000 at the time of sale. The customer also signed for the finance application and presented their photo ID in order to process the application. The customer would have been aware that a financing account was being opened for them. The customer had us place the order on financing at the time of sale on 6/17/22. The customer did contact us on 7/5/22 stating they had changed their mind and no longer wanted to finance, that they wanted to pay for the purchase in full. The order was delayed, so the customer ultimately ended up cancelling the order on 7/8/22. We are also unable to change a customers credit report. Thank you,Raymour & Flanigan

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Raymour & Flanigan is NOT a BBB Accredited Business.