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:07/26/2022

  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.

  1. date of transaction was 3/19/22
  2. amount pd was roughly $2,165
  3. Committed to provide me with quality furniture OR refund, exchange or repair within certain period of time
  4. Nature of dispute: Furniture is hard as a rock, most uncomfortable I have ever sat on, drawer does not open properly, it has screws inside of it, I can hear springs in the couch squeaking, corner or couch is coming apart
  5. BUSINESS HAS NOT TRIED TO RESOLVE THE PROBLEM
  6. I have messaged, chatted, called so many times that I have lost count, in the chats. they state I will be called, I have also left my phone number on the voicemail as instructed in order to get a call back when I am next in line, I have done this about 20x, yet have never recvd a call back
  7. I have screenshots of conversations promising to have someone call me and in 3 months, I have received ZERO CALLS.
  ACCT # is ***********

  Business Response

  Date: 08/01/2022

  Good afternoon,We have left two recorded messages to this customer providing our call back number and text line. We have not had a response from this customer as of today. If the customer could please contact our leadership team back or provide a different contact number, then we can assist this customer in further resolutions. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:07/26/2022

  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.

  I purchased a couch on 7/4/22, and it was delivered on 7/9/22. Including delivery and the protection plan it cost $2069.19. Although I reviewed dimensions, my husband is too tall for the couch and the reclining feature was instantly a danger to my 4 year old. I didn't call on 7/10/22because it was a Sunday. On 7/11/22 I contacted the company regarding an exchange, both by phone and chat. Both representatives said we don't "typically" exchange but told me to speak to my sales associate. I went that day and she told me they don't exchange but to check with customer service. Once again I was told they don't "typically" ( which to me means it has happened) exchange but she called the manager. The manager was rude, condescending and embarrassed me. She offered no solution or suggestions. As I was leaving, she continued to talk about me under her breath to an employee behind the counter. I was polite to her, I was with a toddler and a newborn and she treated me like trash. I once again contacted the company and was told a manager would call me within 24-48 hours. That was over a week ago. There is nothing on the website or receipt that says no returns or exchanges, neither the sales person or person who rang me up mentioned this. Now I have a couch that I can't use and I'm out $2000. I intended to exchange and buy a bigger, more expensive couch. I am a returning customer and I'm disgusted with this company. I wanted an exchange but now I want my money back. I will return the couch to them or donate it to the charity of their choice. We physically can not use it or fit it.

  Business Response

  Date: 07/28/2022

  Good morning,Our leadership team has been in contact with this customer. She has been offered a reselection, and has an appointment with our leadership team for 7/31/22. If she has any further concerns, she may contact our showroom leadership.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 08/01/2022

  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 different manager from the same store reached out to me, apologized about my experience and offered an exchange/credit. His name was Ahmed and he went out of his way to accommodate us, treated us respectfully and fairly. He restored my faith in this store and I will continue to be a customer. I appreciate his time and professionalism.
  
  Regards,
  
  ***** *********

• Initial Complaint

  Date:07/22/2022

  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.

  We ordered three (3) furniture items from the store and scheduled delivery. Delivery was scheduled for last Saturday, July 16, 2022. The delivery crew suggested putting our items, mainly our new sectional, through our window. Believing this was standard practice, the delivery crew began bringing the items to the window haphazardly and upon their own initiation. The one gentleman threw the chaise onto the window and broke our window frame and the chaise. After inspection of our other items upon them leaving, we noticed the bed frame was pealing and had many areas of damage also. Me and my wife left our home and ventured to the store to address our concerns. Upon meeting with the showroom manager, he indicated that we should email him photos and they would address our concerns. This ended up not being the case. He emailed my wife saying he would handle this issue, which turned into us handling the issue, and contacting the customer center in Liverpool regarding our damaged furniture. They rescheduled delivery of our chaise that was damaged and the bedframe after quite a few conversations and telephone calls. No one has reached out regarding the damaged window frame or the excessive delivery fee we paid for "White Glove Delivery". On their website it clearly states that furniture items will be placed "carefully" within the home. These men, regardless if they are a third party vendor you use or not caused damage to our home and our furniture items. They did not place the items carefully and treated our home carelessly. We did not hire a third party vendor and contract them ourselves. That is why you carry insurance. We should be refunded our delivery fee to our account which we paid for, or reimbursed in another manner for our time we have had to make numerous phone calls from our workday and hound you about our issues. We expected better service from a company we have done business with before and will now be taking our business in the future elsewhere.

  Business Response

  Date: 07/29/2022

  Good afternoon,We have spoken to our contractor about this customer. They have reached out to the customer and left a voicemail on their home phone number and have tried the secondary number which was a business, who did give an alternate number to contact the customer, but no answer on that number also. Could the customer please provide an alternative number to be reached at or if they could please give the contractor a call back to discuss this. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:07/21/2022

  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.

  8-10 weeks ago I purchased living room furniture from Raymour and Flannigan in the amount of slightly over $5000. On day of delivery, after the delivery men left, I noticed the legs on either side of the couch didn't touch the floor, the center leg did. I called the store and they sent a repairman a few days later, apparently they sent the wrong legs with the couches. The following week 1 button popped off the couch. I called the store and they sent someone to repair the next week. A few weeks later, another button popped off, and before I had a chance to call the store, another button popped off. This week alone 2 buttons have popped off the couches. Please note, there are no children or pets on the furniture!
  The first time the repairman came, he told me he has another customer with the same furniture and he has to replace buttons on her furniture almost weekly! When I went into Raymour and Flanigan store on 7/20, a customer service rep at the store told me when customers sit on this living room set in the showroom, someone has to check the couches afterwards because the buttons constantly fall off. Yet, when I was spending my hard earned money on this furniture, not a single person from the store bothered to tell me there is an issue with this particular furniture.
  At this point, the store is "allowing" me to choose different furniture, however I completely re-did my living room around the new furniture, and now I have to start over. There is no other furniture from this store that I am interested in, and I would like a full refund so I can purchase elsewhere.

  Business Response

  Date: 07/23/2022

  Good afternoon,Our leadership team has been in contact with this customer. We have a no return policy, but have offered the customer to do a reselection using the credit from the original purchase. Our leadership team went over the reselection process with the customer and she has an appointment with showroom leadership on Monday 7/25/22 after 6pm. If the customer has any further concerns, she may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:07/21/2022

  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 had delivery of my furniture in February 2022. My car was hit by one of the drivers in the R&F van when they left. I went right outside as I witnessed the whole thing. I originally made a complaint with the store and was told I would be called by a manager which I gave them a LONG time to do and they still haven’t done so to this day. So I had no choice but to file a complaint here. I DO NOT CONSENT TO ANY PHONE CALLS FROM THE STORE until my consent is given please go thru this. Thank you. ( I had attached photos of the damage )

  Business Response

  Date: 07/23/2022

  Good afternoon,In order for our leadership team to resolve this issue, we will need to contact you via phone. Our leadership team will contact you in the next 24 to 48 hours. We ask that you please respond to their phone calls or call them back at your earliest convenience. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:07/16/2022

  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 10,000 worth of bedroom furniture including a 4100 ***** ultra plush black diamond mattress and a remote control bed platform from the Deptford, NJ Raymour and Flanigan in March 2022. My sales representative sold me the platinum protection plan, an upcharge of approximately 360 dollars, and said any issues I may encounter would be covered under said plan. The delivery team carried the bed in and placed it on the moveable platform. Since it is a hybrid pillow top I did not move the bed again until July when I had assistance because I’m a single woman and was cleaning to move to Maryland. At this point, one day prior to my move, I found a gash/hole in the bottom of this mattress that I spent 4500 for including the platinum protection. Immediately I called and they gave me the run around as I was moving to Maryland and they said they do not service that state. After several days and hours on the phone, moving the mattress to Maryland and no resolution, Raymour and Flanigan refuses to deliver a new mattress to me in Maryland and says they will only honor the platinum protection plan if I pay the 500-1000 delivery fee to have a new mattress delivered. Additionally, the mattress I purchased has been discontinued so I will not be able to go to a store and select a replacement, I have to speak to a consultant and choose over the phone. I already spent 4500 on this defective mattress delivery fees not included and I refuse to spend another cent to have a new mattress I may not like delivered. This should not be my responsibility and it should be covered and the platinum protection plan honored. What happens if there is an issue with this new mattress I will not be able to test? I have to spend another 500-1000 delivery fee for pick up and delivery. I want a refund of my money and they can have their faulty mattress back. If not, I want a replacement mattress with delivery fully paid and my deferred interest extended after receiving it.

  Business Response

  Date: 07/21/2022

  Good afternoon, Our leadership team has been in contact with this customer. We do apologize for the confusion, where she moved to is within our service area so she would not be charged a redelivery fee. Customer has been offered a reselection due to the fact that her current mattress is no longer manufactured. Customer will reselect over the phone with leadership and we will deliver the new mattress and take back the old one. If she has any further concerns, she should contact our leadership team. Thank you,Raymour & Flanigan

• Initial Complaint

  Date:07/15/2022

  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 brought a ****** mattress back in May of 2021. I have been making complaints since i brought the mattress but the company just kept telling me to let it settle in. Back in April 20222 i filed an official complaint and they sent someone to see if it was defective. It was but they said it wasn't enough for them to do anything about it. My back kills me i can barrly move in the morning and now i have to return to the chiropractor because my lower back is bent out.

  Business Response

  Date: 07/26/2022

  Good afternoon, Our leadership team has been in contact with this customer regarding a reselection of the mattress. Customer will go to showroom and our team will assist in the reselection of the new mattress. If she has any further concerns she should contact showroom leadership. Thank you,Raymour & Flanigan