Business Profile
Furniture Stores
Raymour & FlaniganHeadquarters
This business is NOT BBB Accredited.
Find BBB Accredited Businesses in Furniture Stores.
Complaints
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/13/2025
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 11/21/24, I purchased a center and two side armoires for $3,253.06. On 11/27/24, the center armoire was delivered. I immediately noticed a very strong, noxious odor. On 12/1/24, I cancelled the backordered side armoires as the center armoire still had an awful odor days after being delivered. I reported the odor to Raymour & Flanigan and asked to be contacted about it. No one did. I also submitted an online review, which mentioned positive aspects and the odor. The review was not posted by Raymour & Flanigan, which seems deceitful. After months of chasing Raymour & Flanigan about the odor, they sent a replacement armoire on 2/8/25. The replacement also had an "overwhelming" odor, as described by the delivery person. I refused the replacement and contacted Raymour & Flanigan again. The manager and director offered to pickup the armoire -- and charge a 20% restocking fee, which did not seem reasonable. The manager stated there is an "off-gassing" issue with some furniture. I have contacted "RF Cares" many times, to no avail. They just delay, delay, delay, without offering reasonable solutions. They have not addressed the "missing" online review, despite many requests. The odor must be a known issue for Raymour & Flanigan yet they continue to sell, without any warnings to their customers. The "off-gassing" filled my home with potentially dangerous chemicals and a strong odor. Raymour & Flanigan continue to shirk responsibility, despite being given many opportunities and pleas to help. It seems intentionally deceitful and has caused me a lot of time and effort chasing them and preparing for/waiting for the replacement armoire (which had the same strong, stomach-turning, noxious odor). They also signed me up for their emails without my authorization or knowledge. And, their emails do not include an "unsubscribe" option, contrary to standard process and the law. Raymour & Flanigan seems to do what they want. Thank you.Business response
02/15/2025
Good afternoon,Our leadership team contacted our customer and offered a $300 refund for the inconvenience. Our customer will think about it and get back to us.Thank you,Raymour & FlaniganCustomer response
02/20/2025
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
02/07/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Date of Transaction - 7/11/2022 The Amount of Money Paid - $4,539.83 Business Commitment - Couch and "Platinum Protection Plan" (Plan cost $389.95) Nature of Dispute - I was told defects/poor craftsmanship not covered under "Platinum Protection Plan". Only accidental rips, tears, punctures, etc. Customer service told me that if I had accidentally ripped the couch, it would be repaired or replaced. I had to follow up with Customer Service three times to get an answer, although a negative response. Business Response - Broken seam on couch can be repaired by technician for $100+Business response
02/12/2025
Good afternoon,Our leadership team contacted the customer and left a voicemail informing them we will offer a service repair free of charge since they are still within the platinum warranty.We advised them to call back if they would like to proceed.Thank you,Raymour & FlaniganCustomer response
02/15/2025
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
02/06/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
- I schedule an appointment for January 22nd with Raymour Flanigan (RF). Tell them that I need to have my couch stuff with foam to improve the “sagging” that has occurred, - on 1/22/25 the repair technician shows up with no foam just to check out the couch. He says it is repairable and has to order the foam. - later that day I get a call from RF and they say the couch is not repairable. - since the repair technical called me to inform me of when he was arriving, I had his telephone number. I double checked with him, again asking him if the couch is repairable. He says definitely yes. - I keep calling RF as well as asking them on their ******** page about why no one is repairing the couch. I did get one short call from someone (approx late January ‘25) say he would “look into it”. Have been ghosted since. Absolutely no follow up from RFBusiness response
02/11/2025
Good afternoon,We attempted to contact our customer. The customer had already paid for the service; however, it was unclear what specific concerns he had. When the EFT arrived at his residence, he acknowledged that the seats exhibited normal wear and that the armrest could not be repaired as it was attached. Additionally, the furniture pieces were from 2016.As no further action could be taken, we issued a refund for the service fee.We will follow up once the customer reaches out again.Thank you,Raymour & FlaniganBusiness response
02/12/2025
Good afternoon,
Our leadership team spoke to our customer to setup another service and waived all fees.
Thank you,
Raymour & Flanigan
Customer response
02/13/2025
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, providing they keep to their word by showing up and do the repair. I do have it scheduled for 2/25/25. Is there a way to keep this open until then? Regards, **** *****Initial Complaint
02/05/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a sectional from Raymour & Flanigan in May 2023, along with a Platinum Protection Plan (PPP) at the recommendation of the sales associate. Less than two years later, I already needed to use it. The cushion covers are cracking, peeling, and ripping. I submitted photos of the damage and scheduled a repair/replacement visit through Raymour & Flanigan. However, on the confirmed appointment day, the technicians never showed up. When I called customer service to ask why, I was shocked by their response. The representative claimed that, based on the photos, the damage did not meet the PPP guidelines—effectively making the plan I purchased useless. I questioned how they could make such a determination through pictures, but their explanation made no sense. They also claimed they attempted to call and leave a message, but I never received either. To make matters worse, they refused to even send someone to inspect the damage in person, which is both insulting and unacceptable. Frustrated, I requested to speak with the credit department to cancel my account, but the representative told me he couldn’t transfer me. Instead, I was informed that cancellations must be done in person at the store where I made the purchase. The issue? That location has been closed for over a year. At this point, what is the purpose of a warranty if the company can simply find a way not to honor it? Raymour & Flanigan’s practices are unethical and deceitful. They actively look for loopholes to avoid fulfilling their protection plans. As a previous customer, I will never purchase from them again, and I cannot recommend them to anyone.Business response
02/11/2025
Good Afternoon,
We left a message for our customer offering a Platinum reselect.
Thank you
Raymour & Flanigan
Initial Complaint
02/05/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
I overpaid Raymour and Flanigan on 12/24/24 in the amount of 1529.00 i have made 3 attempts to get a refund they said they mailed out a check then stop payment on there check was made 1/22. it’s now 2/5 and they told me they have no answersBusiness response
02/05/2025
Good afternoon,The paperwork provided looks to be a ** financing statement. If this overpayment was made to ** Bank our customer would need to contact them at **** *** ****.Please let us know if may further assist.Thank you,Raymour & FlaniganInitial Complaint
02/03/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On December 27, I contacted Raymour and Flanigan regarding setting me up a in home furniture repair (have a valid furniture repair warranty) on my wife mobile work desk(it’s been repaired four times) bedroom dresser and nite stand lights keep popping on and off on its own and leather movie couch unit won’t charge my cellphone or labtop and since -2/27/24, I called the local jenkintown store and first talked to CNicholas and I sent him emails which included pictures of furniture and I contacted Mrs Nancy over at the repair center and I’ve left over fifteen voicemails messages and to my surprise no no answers that service line- its not customer oriented or a workable number to the customers- it’s extremely frustrating that I’ve been trying to get service over five weeks now. I personally visited the jenkintown pa store and talked to her and smiled her the details and again Nancy has not contacted me. I also sent her two emails and she did set me up a line and I made two appointments for February 4, 2025 and to my surprise Nancy canceled the inhome service calls- I was so frustrated at this point that these people lack basic problem solving skills. . On last Thursday eveving, I called the jenkintown pa store and talked to the evening manager (###-###-####) and she could not receive my email so we communicated by way of her cellphone and I sent her pictures of the furniture that needed to be serviced/repaired and to my surprise Nancy called me and stated she needed additional pictures- I’m really confused because I had my dresser light unit replaced for the same problem and they came out and fixed it with no problem. I just don’t understand why a large conglomerate can’t get their acts together because it should not have taken five weeks and counting to added these customers concerns. Very unhappy customer!!!Business response
02/04/2025
Good afternoon,Our customer has a service this weekend. Hopefully we will be able to address all of his concerns at that time.Thank you,Raymour & FlaniganInitial Complaint
01/30/2025
- Complaint Type:
- Billing Issues
- Status:
- Answered
Complaint Description: I am filing this complaint against Raymour & Flanigan due to a serious billing and contract issue. When I made my purchase, I signed up for 48 months no-interest financing, but Raymour & Flanigan incorrectly set it up as 18 months instead. Since then, I have been trying to resolve this issue, but they have continuously given me the runaround. For the past two months, I have contacted Raymour & Flanigan corporate and the store multiple times, asking them to provide a copy of my contract. However, they claim they cannot locate it and keep telling me to wait. Additionally, I requested archived promotional terms from the time of my purchase, but they still have not provided them despite multiple follow-ups. Attempts to Resolve: I have emailed and called both corporate and the store, but they keep telling me to wait and have not provided any real solution. I have asked for a copy of my original contract multiple times, but they claim they can’t find it. I requested the archived promotional terms from the time of my purchase, but they keep delaying and have not provided the information. Desired Resolution: I am requesting that Raymour & Flanigan correct my financing terms to reflect the 48-month no-interest agreement I originally signed for. Additionally, I want a copy of my original contract and a record of the promotional financing terms that were available at the time of my purchase. If this issue is not resolved within 10 business days, I will consider taking further action. Their lack of response and failure to provide critical contract information is unacceptable.Business response
02/11/2025
Good Afternoon,We will be processing a terms change for the customer for 48 months. We are emailing our customer, which is his preferred way of communicating to sign for the new terms before we proceed.Thank you,Raymour & FlaniganInitial Complaint
01/30/2025
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a sectional from raymour & flanigan & bought the platinum protection plan with it that covers rips, tears & stains, Within 2 months of getting the couch it tore in more then one spot. After months of fighting with them they are denying the warranty claim saying the couch was “chewed” this couch was not chewed. The tears right on both corners of the bottom of the recliner. Clearly the result of opening & closing it & it catching on the metal due to poor design. They are just trying to find anyway out of replacing the couch like they should be doing. I now know longer even want the couch due to their poor business practices. I paid $2,411.38 for this couch, if they are not will the replace it they need to refund me. There is also one additional tear, I do not know the cause of it but it is not due to pets like they are desperately trying to claim to get away with ripping off a customer for a lot of money.Business response
01/30/2025
Good afternoon,Our leadership team has reached out to our customer and offered a platinum reselect at their local showroom.Thank youRaymour & FlaniganInitial Complaint
01/27/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a sectional, one part of the sectional is broken and won't recline properly and is pulling apart from the rest of the furniture, another part of the recliner is ripping. They have attempted in pass to fix furniture and weren't successful, I want it fixed correctly or exchange for a new furniture.Business response
01/29/2025
Good afternoon,Our leadership team reached out to our customer and offered a reselection under their platinum plan.Thank you,Raymour & FlaniganCustomer response
01/29/2025
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
01/26/2025
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
Original order was not delivered. The payment was refunded. I Reordered the mattress and was promised free sheets and free mattress cover. Mattress was delivered but the sheets and mattress cover was not provided. I would like the free queen size sheets and and queen size 11in. mattress cover.Business response
01/30/2025
Good afternoon,We have contacted our customer and apologized for the experience. We are mailing her a $250 gift card to use toward her new purchase.Thank youRaymour & FlaniganBusiness response
02/06/2025
Good afternoon,We let our customer know the gift card will be coming through the mail and will take 7-10 business days to arrive.Thank you,Raymour & FlaniganCustomer response
02/06/2025
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, ****** *********
*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. ↩
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
836 total complaints in the last 3 years.
244 complaints closed in the last 12 months.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.