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:08/05/2022

  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.

  My husband and I purchased furniture from Raymour & Flannigan in late February 2022 that was delivered mid March. We purchased two identical recliners and a couch and loveseat. Upon delivery one of the recliners would not open. We called them and they came out to “fix” it and left. Literally the next day it would only open half way and it sounds like metal grinding anytime you sit in it. We let them know and heard nothing. Meanwhile the other recliner also broke and was doing the exact same thing. I emailed and emailed and got no response. Finally they addressed my concerns and said they would order parts. They never even came back out to look at it. They just said they would order parts. How do they even know what parts they are ordering?! This was back in MARCH when this happened and it’s now August and we are STILL waiting. They keep saying they don’t have the parts in. The couch and loveseat also have issues. The arm on the loveseat was crooked upon delivery and they know this and documented and said that would also be fixed. The couch sags in the middle and the seat cushions don’t stay pushed in. We had an appt to finally fix those on august 3rd but had to reschedule due to a medical appt and when I called to reschedule they said they would send a link to pick a new date and the link is completely blank meaning there is no date to pick. They stated they don’t know when parts will be in and that is just not acceptable. We have been patient and given them more than reasonable time. My husband is a 100% disabled war veteran who just happened to have a massive heart attack in May and needs his recliner to relax, and it just sits because it’s unusable. I’m frustrated and I’m mad that this is how they conduct business. We spent $3000 on this furniture and its horrible quality. This is not ok.
  Also all negative reviews I left on their website warning others have miraculously not been published. Only the 5 star reviews get published I noticed. This is so dishonest!!!

  Business Response

  Date: 08/11/2022

  Good afternoon,Our leadership team has been in contact with this customer. They are scheduled for 8/17 for our service technician to come out to install the parts that were ordered. We have also requested the customer to send in updated pictures of the recliners so we can offer further resolutions. If the customer has any further concerns they should contact the leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/05/2022

  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.

  On 07/20/2022 I purchased a ********* Mattress and Box spring as a set. Along with there 120 day exchange policy package, bed frame and my wife picked out a set of sheets to complete the sale. The items were delivered on 07/24/2022, the mattress does not hold up on the edge like the one in the showroom. My wife and I tried several different mattresses and decided on this one because of the edge firmness our sales associate agreed with us. The delivery had problems which I needed to discuss with a manager, and at that time I had tried again the mattress in the showroom and it certainly was different then what was delivered. The manager Robert H******* has a picture of me sitting on the edge of my mattress showing it not holding up as the one in the store he told me you can't sit on the edge like? I was told to check the mattress tag for the correct number it is not. I was told to call for a service appointment, they informed me that it is a comfort issue and don't get involved, but did check on the different tag number and decided that it was one and the same. In addition there needed to be a second delivery to properly set up the bed frame and exchange the damaged box spring. Mr H******* also has a picture of the damage, scratch to the floor because the first delivery team did not put the center rail glides on. He told me a different department will handle that it is going on two weeks now heard nothing!

  Business Response

  Date: 08/11/2022

  Good afternoon, Our leadership team has placed several phone calls to this customer and left messages. If the customer could please contact our leadership team back or provide a more updated contact number.  Thank you,Raymour & Flanigan

  Customer Answer

  Date: 08/16/2022

  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.  THEY WON!!!
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:08/04/2022

  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 had purchased a sectional in early June, after nearly two months of suffering and spending over $500 on doctor copays I found out that some chemical on the fabric, or the filling of this section is hazardous toxic and my two young kids (4 and 6) as well as myself have been having horrible allergic reactions.
  
  When I say allergic I mean daily hives, bumps, itches, etc. We have all been to three dermatologists. By working with doctors and leaving our home for extended lengths of time we have determined this couch to be the cause. I took a pillow to the doctor she put her arm on it and also had a reaction hence how we know its the couch.
  
  All three of the specialist we saw say it is something called allergic dermatitis from the sectional and recommend not going on it/ getting rid of it. Its BRAND NEW!!! I can't just throw away a $3,00 sectional. It is suspected that some of the materials might not be permitted or illegal.. SO now I have a 3000 sectional my family cant go near and a living room that's literally off limits for us, please help! the company will not help me at all. I can submit photos of our hives, scabs, bumps, rashes, etc if that is needed. This is a horrible situation and needs to be investigated so more people dont get harmed like my children

  Business Response

  Date: 08/06/2022

  Good afternoon,Our leadership team has been in contact with this customer. We have offered a reselection for the customer. If the customer has any further concerns she may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/03/2022

  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 December 12, 2021 I visited **** at 9am to purchase a mattress. I later pick out something of my intrest that perfectly fit my budget. They gave me a quote at 9:29am of the mattress to total $629.00. Later i was going to pay but they told me that its self service and self loading so i informed them i will come back later with my son. So as i drove off and saw the other furniture store Raymour and Flanagan I decided to see what they had an offer similar to the $650.00 mattress i was looking to purchase. So when i went in Kirsy Dominici approached me I spoke to her and showed her what i was looking for presented my quotaion from **** of 629.00 at that time said she can get me something and get me something cheaper and a good mattress. We looked around and presented me a mattress said she would give it to me for $591.00 and free shipping. Later when i paid i stated i didnt have my glasses told me it was going to be $591.00 so that is what she told me that she charged so i agreed. She never gave me a customers reciept with what i paid and and the credit card reciept was never handed to me just a brochure and her buisness card stapled on front. I later came to find out that on my statement in January that i was being overcharged contacted American Express and placed a stop on the charge. I later searched for the buisness card from the salesperson to contact her and when i was brousing the brochure found the vocher stapled inside which she never informed me and saw i was being charged $5,991.07 which is ridiculous price to pay for a mattress. When i was being reviewed with amex they presented various documentation that Raymour and Flanagen presented with statements and disclosures with my signature that the store forged and initials that i never did stating that i agreed to all terms and cond I also presented all my recent checks that i have signed to various companies to prove that that signature is and was not mine. I am an 80 yr old elder and was taken advantage of

  Business Response

  Date: 08/11/2022

  Good afternoon, Our leadership team has been involved with this case from the beginning. The customer did a chargeback with their credit card, and we were able to show all supporting documentation that the signature wasn't forged or compromised. The credit card company ended up ruling in our favor due to the evidence that we presented. At this time, no other resolution will be offered by Raymour & Flanigan. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 08/12/2022

  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.
  
  The credit card company said they had released funds the very same day to them and the best thing i can do is get a lawyer or contact the better buisness bureau. They have fraudulently forged my signature on various documents which were not presented to me which i never seen or signed or were given to me. The reasoning for not giving me all these documents so i would never be aware of the charge until i got my statement so i would not be able to dispute. Also i was lied by the salesperson stating they would beat the **** quotatìon by giving me a mattress for 597.00 but was charged almost 6,000 for a bed mattress no furniture whatsoeve. They can come pick that mattress up just like i informed the manager since day i that i was aware of how they misrepresented a sale and took advange of me an eldery 80 year old person.  
  
  Regards,
  
  
  ****** *****

  Business Response

  Date: 08/16/2022

  Good afternoon,We at Raymour & Flanigan were able to show all supporting documentation that the signature wasn't forged or compromised to the credit card company. The credit card company ended up ruling in our favor due to the evidence that we presented. At this time, no other resolution will be offered by Raymour & Flanigan. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/03/2022

  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.

  To whom it may concern,
  I, ***** ***** on June 6th 2022 purchase an ******** firm queen ****** *** ****** mattress from raymour and flanigan for $2,256.28. the issue i'm having is that the mattress i purchased is not the mattres i received, i've called and also been to the store on three different occassions i spoke to the store manager she told me , i had to call the customer service office at this number ###-###-#### i sopke to the customer service manager, they sent phelipe to examine the mattress on 7/23/22. He took a picture of the serial numbers on the mattress. which Dwight L**** the salemen had suggested the previous week and i did ,but I never heard back from anyone, The customer service person i spoke to told me they would do and one time courtesy on friday 7/29/22. That did occurr i called the customer service office that same day and spoke to an young lady she informed me that there was NO order from the exchange and her manager was on vacation , but she would send her email and that i would hear from her on Monday still haven't heard from anyone yet.
  i would also like to add that my delivery was horrific , Their were three delivery men, one specific delivery man was very rude they, they left one of delivery person to try and bring the queen box spring up alone, because of their actions the property was damaged the landlord was also there at that time when all of this occurred and he took picturures of the damages.And to make matters even worse they left my mattress on the porch and drove off. Myself,and my landlord and a friend had to carry that extremely heavy mattress to second floor.
  This has been the most Horrific unprofessionsal experience ever!!!!!
  I DO NOT WISH TO HAVE ANYMORE AFFILIATION WITH THEM.
  I WANT MY MONEY REFUNDED.

  Business Response

  Date: 08/11/2022

  Good afternoon, Our leadership team has left this customer a recorded voicemail and a follow up email requesting to speak to her. At this time no resolution will be offered until we are able to speak to her. If she could please contact our leadership team or provide a more updated phone number she can be reached at.  Thank you,Raymour & Flanigan

  Customer Answer

  Date: 08/16/2022

  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.
  
  The consumer called BBB and indicated that she no longer wants the mattress because it is not what she ordered and she would like a refund.
  
  Regards,
  
  ***** ***** 

  Business Response

  Date: 08/16/2022

  Good afternoon, Our leadership team has left this customer a recorded voicemail and a follow up email requesting to speak to her. At this time no resolution will be offered until we are able to speak to her. If she could please contact our leadership team or provide a more updated phone number she can be reached at.  Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/02/2022

  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.

  My husband and I visited the Raymour and Flanagan store in East Hanover, NJ in August 2021 to purchase a new mattress. Our intent was to make a cash purchase to avoid another credit card account with a hit to our credit history. After 2 hours with the salesman trying to convince us that financing with Raymour and Flanagan would be the better option because of the 12 month no interest paid plan, we trusted that he was looking out for our best interest .He explained to us that after 12 months if the balance was not paid in full there would be a monthly finance charge. August is our last month and our balance is $450. Since we did not have the entire amount, we decided we could make a $200 payment now and pay the entire rest of the balance next month of $250. Unbeknownst to us, when I called to make the Aug payment I was informed that if I did not make the entire payment we would be charged an additional $387 for accrued interest for a year! At this point we realized the salesman and his manager at Raymour and Flanagan has misled and misinformed us regarding the contract purposely to make a sale and earn his commission. He saw an elderly senior black couple and saw an opportunity to take total advantage of the situation! Had he explained in detail to us how the contract worked we would had made different decision as to how we wanted to handle the purchase, We could have paid more on our monthly payments to avoid finance charges or not opened an account with them. We have other low interest credit cards we could have chosen to avoid this finance charge all together. My husband and I feel violated and abused as senior citizen by these people, and I will go as far as I can to make others aware of their sales approach and tactics. I have reached out to both Raymour and Flanagan and ** **** who finances them. My husband and I are seniors on a fixed income and cannot afford this added expense. We would like the finance waived as a courtesy and a formal apology.

  Business Response

  Date: 08/15/2022

  Good Morning, Our leadership team has reviewed this customer's file in lieu of this complaint. The customer has a financing account for this purchase with 12 months No Interest if Paid in Full. Which means the customer has to pay off the entire balance before the 12 months are up or the interest for the entire purchase would be applied. The customer received statements every month clearly outlining this, and was also told about this during the sale and signed for this. At this time we are unable to waive any interest fees due to the order being financed with ** ***** If the customer would like interest fees waived, they would need to contact ** **** and file a dispute with them. If the customer has any further concerns, they may contact our showroom leadership team. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/02/2022

  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 a mattress from Raymour & Flanigan on credit in spring 2017 for $1159.48, with other furniture total of $7789.76. This was supposed to be 0% interest for 8 years and I made the neccessary payments. Come winter of 2020 after complaining about a substantial defect Raymour & Flanigan inspect it but cannot exchange this manufacturers defect for original mattress type. I am still paying 0% for the remainder of 8 years. I am talked into a $3109.11 replacement mattress believing original terms still in tact. They're not, today 8/2/22 $1059.68 interest charge replacement mattress.
  
  Closed my $8000 credit account today and wife will close her $3500 ASAP. It is my belief I should still have the benefit of 0% interest for 8 years and placed in as ideal a position as I would have been in if the original agreement was performed to their satisfaction. A manager "Pedro" at the Orchard Park on Southwesten store states that I should of been advised of this. I was not, If I was I would not be in the same position I am in today. This manager would not provide his last name.
  
  Raymour & Flanigan nor credit card company did not want to resolve this problem, my account #****************

  Business Response

  Date: 08/11/2022

  Good afternoon,Our leadership team has been in contact with this customer. We have attempted to explain that at no time have we offered 8 year financing options, and we have a signed agreement from the customer for the 18 months financing terms. We are unable to authorize  any additional terms or waive any interest fees. The customer would have to follow up with the lending company, ** **** regarding that.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/01/2022

  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.

  We purchased a bed and mattress. We were told it was in stock and could be delivered right away. To a long time to get delivered. When it cam the slats did not fit the bed. Second delivery the slats were still wrong. Delivery times were all screwed up. Child had no be for over a week. Mattress that was sold to us is so high that it touches the window and my child needs a stool to get in bed. Sales person just wanted to make the sale and did nothing to help with problem. I have called everyday not one person has called back. Delivery problems with drivers. Emailed company no response. Customer care does not help. They claim that they have escalated however to this day I have still not received a call back. Lost three days of pat from work. Unacceptable that this is allowed to happen. Soo many more things however to long to include in limited number of characters.

  Business Response

  Date: 08/02/2022

  Good afternoon,Our leadership team has been in contact with this customer regarding her concerns. We have been in discussion about different solutions to rectify her concerns. This customer should continue to follow up with our leadership team with any further questions.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:08/01/2022

  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.

  Purchased ***** sofa with July 13 delivery as replacement for defective ********. ***** is shown on website as 20" seat height and depth; however, it actually measures 23". Due to medical concerns, I cannot physically go to showroom, which I explained to Customer Care and personnel agreed to ***** return. This is why correct website information is critical. Color on this item is brown, not gray as portrayed online. Cost was $1,556.84. Seeking full refund. Original tags remain attached. Customer# **********

  Business Response

  Date: 08/04/2022

  Good afternoon, Our leadership team has been in contact with this customer. We have offered a return for this customer and refund. We are set to pick up the merchandise on 8/7/22. Once the merchandise is returned, we will issue the refund. If the customer has any further concerns they may contact our leadership team. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 08/04/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. THANK YOU SO MUCH!
  
  
  
  Regards,
  
  
  
  ***** ************
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/28/2022

  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 formal dining room set from Raymour & Flanigan approximately nine months ago, however, I paid a mover to pick it up from Raymour and Flanigan HUB on May 17, 2022. The price of the set was over $6,000.(charged to my Raymour & Flanigan/Sycrony Bank Card Account),
  When we open the first two boxes we noticed that the hook for the table extension was missing and I immediately called the store Manager, Ulric O**** and informed him of our findings and Mr. O**** suggested that we open all boxes and called Mr, O**** back after he and his team review ali the damages at the same time.
  Damages: 1. inside the cabinet upper right corner- the mirror is cracked.
  2.The top portion of the china cabinet is black (hutch) and does not match the bottom part.. Pictures sent to the Store Manager, Mr. O****. 3, The Set was on sale 10% off prior to us picking it up which my account has not been adjusted. I was charged a delivery amount of $577.98 when in fact it was not delivered to me since I was considered " out of market" and therefore, had it picked up from Raymour and Flanigan HUB, The delivery fees (never discussed with me) have not been adjusted to my bill either. The Manager, Mr. O**** is aware of the
  issues, 4, The extension that goes in the center of the table hook is missing and 0ne of the head chairs does not have holes for the arms to fit in. This matter was discussed with Mr. O**** and he was in favor of correcting the chair and offered me $300. to keep it. In good faith, I have made several attemps to resolve this matter with the store manager but he is now refusing to answer my calls and e-mails. I am requesting your intervention in helping me to resolve this matter

  Business Response

  Date: 07/29/2022

  Good afternoon, Our leadership team has been in contact with the customer regarding this. We have offered a one time exchange and have processed this for the customer. If the customer has any further concerns they may contact our leadership team. Thank you,Raymour & Flanigan

  Customer Answer

  Date: 08/03/2022

  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. However, the business should be willing to give me their committments/resolution in writing. The Business agreed to pick up the set, deliver a new set and be responsible for all other errors. 

  Regards,
  
   
  
  **** * ****