Business Profile

Furniture Stores

Raymour & Flanigan

Headquarters

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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

819 total complaints in the last 3 years.
237 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:04/16/2025
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 $11,068.99 in furniture from Raymour and Flaningan in August of 2023. I have had nothing but complaints and problems with the couches and bed. I have placed multiple warranty claims on the cushions for the sofa and loveseat. The cushions lost their firmness within months of being purchased. There is a seam that has ripped multiple times on a couch cushion and has a hack of a sew job for the repair. The bed? No support. The small support posts under the bed have snapped off multiple times and needed to be replaced. I am so disappointed in the terrible quality of furniture that Raymour charged customers for. I have a kid free, pet free home. There is no reason for the amount of repairs and warranty claims that I have needed to submit over the past year and a half.
Business Response
Date: 04/16/2025
Good afternoon,
Our leadership team called our customer and left a message to assist.
Thank you,
Customer Care
Customer Answer
Date: 04/16/2025
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:04/09/2025
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.
2/17/2025 - 1st couch $2574.30 3/11/2025 - 2nd couch - reselect exchanged - (cost was less, difference not refunded) February 17, 2025 - bought couch #1 with a salesman at Raymour and Flanigan 2005 Broadhollow Rd, Farmingdale, NY 11735. Upon delivery on February 22, 2025 there were scratches on the couch, and I immediately contacted the store and they agreed to replace it after verifying the pictures. However over the next few days, the smell of the couch was making me sick, with a bad sore throat - a burnt feeling, congestion, fatigue and headaches. From 3/4-3/6 I spoke to Kashif K***, the manager on duty and told him about the health issues I was having since the sofa was delivered. He told me I could do a reselect, but I could not be refunded. On March 11, 2025 I visited the store to select a different sofa in the hopes that it would be better, since it was my only option. Ken D****, the store manager showed me around and I selected a different sofa. He explained to me then that the couches offgas for a few days when they are new. I was supposed to also receive a refund of approximately $90 of the price difference since the new sofa was $90 less. That was never credited. The second sofa was delivered on March 15, 2025. The smell of the new sofa was, and still is even worse then the first sofa and my systems have been getting progressively worse. I called and spoke to Ken on March 20, 2025 due to my continued health issues from the sofa, and he told me nothing could be done and it was probably Spring allergies, and it couldnt be their furniture, even though he explained to me in the store that the furniture offgasses. There is no regard to my health. I cannot even be in the same room with the sofa and live in a small space. I will be visiting my doctor shortly and am currently talking to a lawyer. I hope this is rectified before any further damage to my health occurs.
Business Response
Date: 04/09/2025
Good afternoon,
Our leadership team spoke to our customer regarding the sofa. We offered to take the merchandise back with a restocking fee, but the customer wants the full amount to be refunded. We explained to our customer that all sales are final and as a courtesy we are reaching out to assist. We are unable to refund the whole credit. Our customer declined the offer. We will be taking no further action at this time.
Thank you
Customer Care.
Customer Answer
Date: 04/09/2025
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 offer I received included a restocking fee of 40% of the price which is $1000 that I would have to forfeit. This is not satisfactory to me due to the fact that the product is unusable and damaging to my health. Regards, ******* *****
Business Response
Date: 04/10/2025
Good morning,Our leadership team will not be offering a different resolution and request this complaint be closed if our customer is not interested in the return.Thank you,Custome Care
Initial Complaint
Date:04/08/2025
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 placed an order for the 2pc ****** sectional. Upon placing the order, we were told that it may arrive in 4-6wks but the sales rep was confident it'd be sooner & said "it's always sooner than the given timeframe". Exactly 6wk later to the day, we received a call that our couch had arrived & will be delivered between 8-9:30a.m the following a.m. At this time we still had our current couch & scrambled to sell it on ******** to make room for our new sectional. Later that day, we got a 2nd call that 1 of the 2 pcs arrived damaged & would need to be re-made. At no point in time did anyone from Raymour & Flanigan advise that our delivery for the other pc was cancelled. It wasn't until my husband stayed home from work, awaiting their arrival, that we realized no one was coming. We had to call back & at that time were informed that both pieces were being re-made & we'd have to wait an additional 2-3wks after already waiting a long 6wks. I called to speak with the manager to advise that this wasn't acceptable because we've sold our current couch, I am almost 9mo pregnant, i work from home & am forced to sit in a camping chair all day & work for the next 2-3wks. I asked the manager if we could please have the non-damaged 1pc until the new one arrives or borrow something from their store as I'm forcibly being put in a very uncomfortable situation. As if this wasn't enough, we're hosting Easter this year at our home & now we have no seating for our family either. The managers resolution was to refund the $150 shipping costs which doesn't resolve any of the heart ache & physical pain that they're causing. In addition to the miniscule refund, the manager offered for us to come in & purchase a new couch. More money & time out of our pockets isn't a resolution we find remotely acceptable. This was the very 1st time my husband & I have shopped with Raymour & Flanigan & it'll be the last.
Business Response
Date: 04/09/2025
Good afternoon,We have not been able to locate a sales ticket that matches the information provided. Can our customer please provide a sales ticket or more information so that we may assist?Thank you,Customer Care
Business Response
Date: 04/14/2025
Good afternoon,
Our leadership team reached out tour customer and resolved the issue.
Thank you,
Customer Care
Customer Answer
Date: 04/14/2025
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:04/01/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a sectional August 2023 online from Raymour and Flanigan. The cushions never stayed in place and the couch keeps disconnecting and spreading apart. A service man came did not listen to me. Said he could cut the cushion from the inside and make the cushion shorter. THAT IS RIDICULOUS! He placed the cushions and the couch back together then took a picture and said everything looks fine. NOT!!! Raymour manager called and said nothing could be done that is wear and tear and not covered under Platinum protection or warranty. "So I asked as long as I have this couch I will have to place the cushions back in place everytime I get up and click the 2 pieces back together?" I was told sorry. Yes. I am a very good customer this is the first time I purchased on line. I'm sorry this couch is useless. Guest cannot as well as myself sit on that side because you will slide off. Maybe I should have let the man cut the cushion , then the couch would have been defective.
Business Response
Date: 04/05/2025
Good afternoon,Our leadership team has reached out to our customer and offered a reselect under his platinum protection plan.Thank youCustomer Care
Initial Complaint
Date:03/30/2025
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 Jan. 5, 2025, my sister ********** ******, went to Raymour & Flanigan to purchase a mattress for a bed I bought from them several years ago. The sales person looked it up and saw that it was not an average bed. I am 82 years old and unable to travel for myself. The mattress chosen BR Black Extra Firm Full $1,629 was for a normal sized bed. It was the wrong depth for my bed which requires an 6 to 8 inch mattress. After many calls, they found a mattress that was the right size. However, because the replacement was not of the size and quality of the original mattress the price should have been greatly discounted. It was not. Calls regarding a partial refund have been met with the replacement was comparatively priced. There is no way a 6-8 inch mattress costs the same as a standard-sized mattress. The most expensive one I’ve found is $800. The one they sent me is not great quality. Your assistance in this matter will be greatly appreciated.
Business Response
Date: 04/08/2025
Good afternoon,
Our leadership team has called three times, and our customer has not responded.
Thank you
Customer Care
Initial Complaint
Date:03/27/2025
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.
Raymour and Flanigan caused damage to my home while delivering furniture and is refusing to fix the damage via their insurance
Business Response
Date: 03/28/2025
Good afternoon,Leadership has tried to reach our customer with no success. The showroom already submitted a refund for $381.05 for the perceived damage. Our delivery department does not accept responsibility for this damage a state it was customer caused. We will not be taking any further action for this complaint. Thank you,Customer Care
Customer Answer
Date: 03/31/2025
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 response is not accurate - I have spoken with Ewan on Friday of last week, and he is reviewing the matter. The team re-delivered the furniture on Saturday, Mar 29th, and called the district delivery manager to say that it was clearly the fault of the delivery driver. Please have R&F provide their legal contact information so that my lawyer on retainer can contact them directly on this matter Regards, ******* ******
Business Response
Date: 04/03/2025
Good afternoon,Our customer's lawyer may reach out to our legal team by faxing *** *** ****. We will be taking no further action on this matter.Thank you,Customer Care
Initial Complaint
Date:03/27/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a ****** mattress on August 31 2022, Over time I have been having a harder and harder time sleeping on the mattress because I started feeling a dip in my side of the bed. I put a ticket in on March 18, 2025 regarding the issue I have been having. A technician was scheduled and came to my house on 3/27/2025 and indicated there was a dip in the mattress. Later on in the day, I was called and advised that there is a 1 inch dip in the mattress, however since it was under 1 1/2 inches they would not replace my mattress but they could schedule a technician in another 60 days to see if it gets worst. I respect that they want to schedule another technician, however I am not able to sleep on my mattress and it is obvious that the dip will get worse over time. I spent $3000 on a mattress and box spring I am unable to use. Maybe next time I will just take my business elsewhere.
Business Response
Date: 03/27/2025
Good afternoon,The manufacturer determines what is considered a defect or not. If this mattress does not meet those specifications, we would be happy to come out and remeasure the depression. Please call us at ###-###-####.Thank you,Raymour & Flanigan
Initial Complaint
Date:03/27/2025
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 purchased a couch which was delivered on December 24, 2024. As of mid-February 2025, I could feel the springs in the center cushion when sitting down. Someone came to look at the couch in mid-February and agreed there was a problem, then went back to the store and said there was no problem. The second person who came to look at the couch said nothing, went back to the store and agreed there was no problem. Now I cannot get Raymour and Flanagan to call me back about the problem with this couch. It's only mi-March of 2025...
Business Response
Date: 03/27/2025
Good afternoon,Our leadership team reached out to our customer and offered a reselect with a restocking fee and new delivery fee. We can also have a different technician come out and service the item as well.Thank you Customer Care
Customer Answer
Date: 03/30/2025
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and I am awaiting a visit from a representative to look at the couch. I will keep the BBB apprised of the negotiation. Regards* ******* ******
Initial Complaint
Date:03/26/2025
Type:Billing 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.
2/17/25 purchased mattress. ***** ************ ******* Bluff Full SIze. After trying numerous mattresses to find medium softness/support. $766.78 Raymour & Flanigan 410 Reidville Dr. Waterbury, CT. Heather B**** Associate. Mentioned after sale, due to packaging mattress would require "settling" "breaking in." Mattress is as hard as a rock, NO resemblance to mattress I chose in store. . Gave it 2 weeks. Still Rock Hard. 3/5/25 Called Heather repeatedly, with NO calls returned. Called asking for Manager. Ray a Manager asked what I preferred. Return/Exchange? I said return. Put on hold, & told he had made an error in offering return. Only a Reselect was possible, but not until after the 20th of March. Called back on 20th to schedule appointment for Reselect spoke with Tess & told I could NOT Reselect & would have a manager call me, to discuss. Karen a Manager called & kept repeating there was nothing she could do, but she'd call a regional manager & get back to me, with a possibility of my purchasing a $100 mattress cover & a couple hundred to have mattress returned, etc. Tried repeatedly to explain, since this mattress did not slightly resemble the mattress on the showroom floor, I didn't feel I should be responsible for any additional fees. This is not what I purchased, regardless of what the tag or invoice said. Karen hung up on me mid sentence. I at no point raised my voice, or spoke disrespectfully, I relied on customer reviews on the R& F website & only after I had been duped did I check out Google, etc. & realized I would have NEVER given my business to such a disreputable business. I would like a return of the $766.78 with NO additional fees for the return of a mattress that is NOT what I tried out & chose. I have every confidence in the BBB resolving this issue. I previously had an issue with a company & when the BBB was finished resolving the issue, the owner was calling & requesting I PLEASE contact you to assure you he had made good. Thanks you.
Business Response
Date: 04/04/2025
Good afternoon,Leadership reached out to our customer, and we will be picking up the mattress tomorrow.Thank you,Customer Care
Customer Answer
Date: 04/05/2025
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:03/24/2025
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.
1/17/2025 we Purchased a Sofa bed for $6760.81 delivered 2/23/25. on 3/7/2025, i notified the store that the mattress Shimmied when opened and when Slept on. the First Tech said nothing was wrong, We went back to the store to observe the floor model. The floor model did not shake. on 3/20/25, The second tech agreed that since the bolts were tight, It must be a factory defect. i was called the next day, they wanted to replace the Mechanisms that opened and closed the mattress. as We had the mattress for less than two weeks, We requested a replacement. the store Has not gotten back to us in a timely manner to resolve the issue and replace this very expensive sofa. We will prefer a replacement, we do not want a repaired bed. The fact that they offered to repair the couch is acknowledgement that there's something wrong with it
Business Response
Date: 03/26/2025
Good afternoon,Our leadership team spoke with our customer and offered an even exchange. Our customer is aware that the merchandise is a special order and will take approximately 6-8 weeks to receive.Thank you,Customer Care
Customer Answer
Date: 03/26/2025
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, ****** *****

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Raymour & Flanigan is NOT a BBB Accredited Business.