ComplaintsforRaymour & Flanigan

• Initial Complaint

  07/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I been a Raymour customer for years . i recently went to buy a new couch and bedroom set for my new house . i wasnt home at the time of delivery as i had to take my daughter to emergency room due to food allergy . After seeing the living room set , i was disappointed as i have lot of empty spaces on the sides and wanted L shaped couch . i called the store ( Lake Grove, NY) and spoke to the manager ( Sujit) . He said he would reach out to corporate and will get back. i advised him i will buy a new couch and pay for shipping and raymour can pick up the couch that doesn't not fit our living room at the time of delivery . He got back to me couple of days later saying they will have to charge me 25% restocking fee . after spending almost $12,000 on a order , i feel like paying 25% restocking is fair . I was not told at any point during sale that they would be a restocking fee and the sales rep was pushing to close the sale and go home . I am hoping to get a fair resolution as this would not have happened if i was home and if i didnt have to go to emergency room.

  Business response

  08/02/2024

  Good afternoon,Our leadership team has spoken to this customer and offered a reselection with no restocking fee. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan

  Customer response

  08/05/2024

  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

  07/30/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Subject: Formal Complaint Against Raymour and Flanigan for Defective Product and Poor Customer Service Dear Sir/Madam, I am writing to formally lodge a complaint against Raymour and Flanigan regarding a defective furniture set that I purchased from them under their Platinum Protection Plan. The issues I have encountered with the product and the company's customer service have caused significant inconvenience and frustration. Details of the Complaint: 1. **Product Defects**: Shortly after purchasing the furniture, I noticed that feathers began to emerge from the cushions. These feathers have sharp ends that are painful and make it impossible for my family to sit on the furniture comfortably. Additionally, the cushions have become deformed, further diminishing the usability and aesthetic appeal of the furniture. 2. **Technician Visit**: I reported these issues to Raymour and Flanigan and they sent a technician to inspect the furniture. During his visit, the technician acknowledged that the problems were due to manufacturing defects. However, after he left, I was informed by customer service that he reported no manufacturing defects, contradicting what he told me in person. This discrepancy is not only misleading but also dishonest. 3. **Lack of Support**: Despite my repeated attempts to resolve this issue, Raymour and Flanigan has refused to acknowledge the defects and take responsibility for the faulty product. This refusal is unacceptable, especially considering I invested in their Platinum Protection Plan, which is supposed to ensure the quality and durability of the product. I am requesting the following resolutions: 1. A full refund for the defective furniture set. 2. Alternatively, a replacement with a new set of equal or higher quality. 3. Assurance that Raymour and Flanigan will honor their warranty and protection plan commitments. Thank you for your attention to this matter. I look forward to your prompt response.

  Business response

  08/02/2024

  Good afternoon,Our leadership team has spoken to this customer and offered a reselection under their Platinum Protection Plan. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

  Customer response

  08/05/2024

  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

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa on 9-4-21. I was told by the salesperson to purchase the platinum Protection Plan. I said no but they insisted on it and stating it would cover everything for 5 years no matter what as long as it was not pet damage. She even said "You can spill paint or glue or even nail polish remover on the sofa and it would be covered. She even said if you sit down with scissors in your pocket and it cuts the material, they will fix it. We submitted a claim for the back of the sofa that was broke and an extraordinary amount of fading from the sunlight coming in the window. They came out and screwed a metal bracket in the back for the broken part and the tech told me they would let me know in 24 hours about the fading and discoloration. A week went by and no response. I called today and they said it is not covered. I explained over and over again about what were told, and he did not care. I believe we were taken advantage of to purchase a warranty that I am being told they receive additional commission on. This just wrong and feels like theft by deception to me. We just want to the sofa repaired.

  Business response

  07/29/2024

  Good afternoon,Our leadership team has spoken to this customer and offered an exchange. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  07/26/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I wanted to buy a sofa from Raymour & Flanigan so i went to the store (at the address provided) and ended up getting a 4 piece sofa set along with another separate armless chair piece making it a 5 piece set in total. The total cost for the 5 piece is $3959.86 so I financed it. The first mistake is when they took down my information they used the information and SSN for me (Mohammad) but they somehow put it under my wife's name and somehow financed it with the wrong information. This later got fixed and after all of this i went to go pick up my 5 piece sofa. However, apparently when i financed it they only financed it for the original 4 piece sofa and not the extra piece. So now I'm left with only 4 of the 5 piece i wanted and on top of that they never even informed me of this decision so i assumed i was financing the whole thing. They said if i paid now (07/23/24) then i could get it on (07/26/24) but i cant get it on that time as i am moving so now i cant even get that piece anymore. After this i got another call from this store saying that i was missing a piece from the 4 piece that i bought. So i took about an hour out of my day again to go back and see what i had missed but apparently there was nothing for me there. They wasted my time in making me come back while i was in the middle of moving day. But they were adamant that i must have missed a piece. In the end my time was wasted and there was unnecessary confusion due to poor management. i want them to send my final sofa piece to my new address without having me pay shipping.

  Business response

  07/26/2024

  Good afternoon,Our leadership team has reviewed the customers account. The customer only got approved for $4,000 with *******, therefore had insufficient funds to finance the 5th piece he mentioned. The piece was zeroed out at the customer's request, as he was not willing to use an alternate payment method. We are more than willing to accommodate the customer with free shipping, but he will still have to pay for the piece in question. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  07/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The sofa was purchased October 2023 within 3 months the sofa sunken almost to floor. I am now inches from the floor. I opened the cushions to find poorly made material. I paid for premium and platnium service should go wrong and I can’t get a hold of anyone after several attempts. I am On the phone for hour no avail. Submitted a repair no one replied. On line website several customers reported the same. I am a small lady and live alone no way this should occur paid for protection with this purchase and unable to reach anyone.

  Business response

  07/29/2024

  Good afternoon,Our leadership team has spoken to this customer. A technician is scheduled to come out on 8/6/24. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  07/24/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Raymour & Flanigan are not honoring their Platinum warranty policy, and backing out of an accepted claim. They initially accepted a claim of damage of a recliner couch mechanism, when their technician inspected it on 03/06/23. We were supposed to schedule a return for store credit as the couch reclining mechanism was not repairable as deemed by technician. I returned to the store on 06/29/24 and asked to schedule the return. They lied and said that they did not have the inspection from 03/06/23 on record. They initiated another inspection, and their technician arrived to inspect the couch again on 07/12/24. The main job of the technician in this case was to make up a reason for to deny claim. They found rips on the sides of the leather couch and took pictures. I returned to the store on 07/23/24 and asked on status of claim and they said it was denied due to pet damage. The person was aware of the initial accepted claim on 03/06/23, proving that it was in fact on record, and I was lied to from customer service on 06/29/24 in order to justify another inspection for them to deny the claim. Points to consider: 1. Whether there are scratches to the couch, is irrelevant to the fact that the reclining mechanism was broken and the store accepted the claim for it. There is no argument for backing out of an accepted claim. 2. The rips on the side of the couch, are also covered under the Platinum warranty. Pet damage is assumed but not proven. Pet damage would fall under the non-covered issues of odor and such. The couch does not have odor issues. 3. Being lied to regarding lack of records of the previously accepted claim is highly unethical and unacceptable. This for me is the primary reason I will pursue this issue to the furthest extent I can, as it is clearly a violation of customer trust, and data rights.

  Business response

  07/26/2024

  Good afternoon,Our leadership team has spoken to this customer and offered a reselection under their Platinum Protection Plan. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 3 pieces of sofa from a R&F store in albany, I spent a total of $2996.77. After coming home and checking each seat I found that one was broken and the delivery people clearly knew it was broken and left it regardless if someone saw it upon delivery it was dishonest from this company. Secondly the chair literally does not fit in my house, I called the so called store manager and explained that I would like to exchange one of sofa for a smaller one, not a single sorry or proper customer service the so called manager went straight to reading policies a failure in customer service, I am not asking for anything magical just a simple request, the furniture was delivered today and I called with my concerns today not 10 days later but today and the so called mager kept on reading policies. Obviously I'm not going to be satisfied with my purchase and seems like a total scam that you can exchange something on the dame day. I am writing to complain about your poor customer service and to get help with exchanging one piece of the sofa for a smaller one. Please get back to me asap with some sort of resolution. Another lie that the so called store manager said was that there isn't any cooperate office or anyone else I can talk to.

  Business response

  07/29/2024

  Good afternoon,Our leadership team has spoken to this customer and offered a reselection. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  07/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Bed not delivered to my 92 year old Father in Law on the date depicted.

  Customer response

  07/24/2024

  In response to your correspondence dated Friday, July 19, 2024, please see additional information per your request:Raymour Account is under my maiden name:  ***** *****Father-In-Law Delivery address:***** *********** ***** ****** *********** NY  13782Driver called me that morning to confirm the address and said he was in route***** *******###-###-####

  Business response

  07/25/2024

  Good afternoon,Our delivery team was provided the wrong address, so delivery had to be rescheduled. We do apologize for this inconvenience. Our showroom team has spoken to this customer and they have cancelled the order and been refunded. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  07/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a bedroom set (dresser, end table, bed frame, board) and mattress from Raymour and Flanigan (address 2264 Bartow Avenue, Bronx, NY 10465) on 6/30/24. Total amount $5891.04. Delivery date 7/8/2024. Dresser arrived damaged, wrong bed arrived. Delivery team left my house and said they sent the wrong bed. Did not say the dresser was damaged and went back to the truck. They took off without saying anything else about the bed or if they were coming back but told me to call the store. Called the store they reordered the bed and confirmed delivery date 7/17/2024. I called the store 10 times between 7/8 and 7/17 to speak with Kayon (unsure of spelling). Ultimately our conversations revolved around getting the correct bed reordered and she was speaking with a manager to decide if I would get a new dresser and they would take the old one back when the bed was delivered or if they would give me money back for the damaged dresser and would send someone to fix it. The resolution on the dresser took 10 days for a manager to make a decision. I called everyday and was given the run around with no final answer until ultimately on 7/16, the day before the bed was supposed to be delivered, I was told it would arrive in the warehouse. The bed would not come that day but they had come to an agreement on the dresser and I would be getting a new one. They now scheduled the bed delivery for 7/20. I am not available on the weekend and told them it had to come the day before 7/19. They said they spoke to corporate and there was nothing they could do. There was no other time to do the delivery. They have had my money for almost a month - unable to provide a bed within a reasonable time frame and no delivery date established for the dresser. When calling the store today on 7/17 and telling them the delivery needs to be here Friday because no other day works, they raise their voice and hang up the phone on us twice claiming the line was disconnected. They are refusing to help.

  Business response

  07/21/2024

  Good afternoon,Our leadership team has spoken to this customer, we have voided the order as requested and are ordering a new dresser, refunded part of the delivery fee and offered a gift card. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a split queen mattress and adjustable frame. I was delivered on 5/31/2024. They put the bed together, but in the box was supposed to have 3 sets of legs( different heights) and they never gave me the manual for it. I called the store and told them the bed was too high, they told me to take a leg off and you can unscrew the legs for different heights. Well that was not the case. I called the store back asking for the other 2 sets of legs and instead they had to send out a service man to check. That’s ridiculous just give me the legs that was in the box and the manual, I even offered to go pick up the legs myself. The manager got on the phone and said someone had to come first and check it and it would take 2 weeks for an appointment. My husband and I are both senior citizens and we are short. It’s been a problem getting on and off the bed and to make matters worse I had a knee replacement and still the store did not care. All I want is the other 2 sets of legs and the manual. Please help. Thankyou

  Business response

  07/21/2024

  Good afternoon,Our leadership team has spoken to this customer, we are sending a technician out to help with adjustable base. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

*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. ↩