ComplaintsforRaymour & Flanigan

• Initial Complaint

  09/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DATE OF PURCHASE: SEPTEMBER 9, 2024 TRANSACTION: SALE: 6 DINING ROOM CHAIRS (2 /NAIL HEADS, 4 W/O NAIL HEADS) DATE OF DELIVERY: MONDAY, SEPTEMBER 9, 2024 – 11:26 AM Upon delivery, I realized that the fabric on the chairs was not the color that I purchased. I notified the Sales Representative immediately and advised that these are not the chairs that Raymour & Flanigan immediately that this was not the color that I ordered. He sent me a picture of the chairs to compare, and they were lighter than what was delivered. Shortly thereafter I returned to the store to confirm the difference. I was advised that a technician would come out to compare and the chairs would be replaced. On Wednesday, September 18 at 2:32 pm, the technician arrived and said “I’m here for a repair.” I advised him that there was no repair but to confirm that the wrong chairs were delivered. He stated “I will speak to my Manager and it will be straightened out.” As of Friday, September 20, still no response from Raymour & Flanigan. I called the 125th Street at 1:20pm and asked for a manager. Malcolm came on the line and advised that this was the only color for these chairs. I informed him that this was not what was on display and not what I ordered. I told him, “If Raymour can’t give me what I ordered, I want these chairs picked up and my contract cancelled.” If there was a change in the fabric color, I should have been advised and offered the opportunity to accept or refuse. He promised to call me back at 4:00pm to provide a resolution. The call never came. I am demanding that these chairs removed from my house and my credit contract cancelled because I am not paying for them. Raymour & Flanigan Customer Care # ************

  Business response

  09/26/2024

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

• Initial Complaint

  09/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Raymour and Flanigan delivered my furniture on 9.17.24. I called and left a message following delivery because I had significant damage to my home from delivery folks who didn't speak English. Following day, I called back and was told that they used a third-party subcontractor, and I needed to call them. I said I would not and nowhere in my sales agreement nor in their website does it even mentioned 3rd party delivery. They then had me send pics via text and said they would call me back. Instead, they had the third party call me back on 9.18. He said he would get back to me. I called Raymour on 9.21 as he never got back. They said they would have him call me. I iterated again NO I want them to make this right. None the less the 3rd party called and asked me to get an estimate and send to them. Which I did on 9.22. 9.23 I called Raymour again and they said they would have to call 3rd party. Again, adamant that they are not responsible. They called and said the 3rd party would send me a check in 5-10 business days. I said NO I want them to resolve this. They said they have to wait the 10 days and if they do not send it, they will get the monies from 3rd party and send to me. Again, nothing in my contract says this. I asked to be connected to a different leader. They were going to escalate my call. Spoke to Steve district director. He advised that the third-party contractor is willing to submit the payment. He understands the point that I want them to be involved. I iterated that no one has even finished the delivery fees being refunded. He said he will work back as have many others to have the 69.99 + taxes delivery fee reimbursed.

  Business response

  09/24/2024

  Good afternoon,Our leadership team has spoken to this customer. The contractor is overnighting a check in the total of the estimate provided by the customer. We have also processed a refund of $76.11 for the delivery fee with tax. We will follow up with the customer once we have the check and tracking information from the contractor.Thank you,Raymour & Flanigan

  Business response

  09/30/2024

  Good afternoon,The check was overnighted to the customer on 9/24/24. If the customer has any further concerns they may contact our leadership team at ###-###-####Thank you,Raymour & Flanigan

  Customer response

  10/02/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, I did receive the check, but not from Raymour and Flanigan. I never even received a follow up call back or nothing from them as promised. The claim is resolved but I am extremely disappointed in Raymour and Flanigan and will not be ordering from them in the furture.   Regards, ***** *****

• Initial Complaint

  09/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased living room furniture from Raymour and Flanigan Hamburg NY store in November of 2023. Since then I have had their service department to my house on three separate occasions. In March 2024 they were called to fix the armrest on the couch and the mechanism on the chair. In July they were called to fix the mechanism on the couch which is still broken and unusable. I have been told that the parts may not be in until the end of November, In August they were called to fix the lift motor on the loveseat. We are still waiting for parts for both the couch and loveseat, both are unusable. This furniture is less than a year old and is falling apart. The armrests have collapsed, the loveseat motor is burned out and the couch mechanism is bent and the leg lift will not open. I would like a refund in order to purchase different furniture.

  Business response

  09/24/2024

  Good afternoon,Our leadership team has reached out to the customer. The parts have been received in and the customer will be scheduling for a technician to come out to repair. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  09/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made sure to find my kids beds about 4 weeks before our move in date. They told me the items were in stock. I ordered 2 king size beds/ 2 king size mattresses. Couch. Etc. i spent over 16000. I receive a call from our rep today (6 days before officially move in). The item is no long is stock and my only options are to get a bed frame as a loaner & to no cost to me. Or a refund. Well this is such a huge inconvenience and seem like a bait and switch at its best. That will not make up for not having the beds we picked!!!! Now i feel trapped with limited time to go shopping around. Its not fair esp when i ordered mine way before they gave other the ones supposedly in stock. Who does that to a good customer. As if i dont have enough stress moving 2 elderly parents and my two young men its a lot !!! We were super excited and raymour rep michele and her manager vlad said theres nothing wlse we can do. Wow. Sick to my stomach right now and so diss pointed. They wanted to make the sale but didnt want to say its out of stock. I got punked !!! And am not happy.

  Business response

  09/26/2024

  Good afternoon,Our leadership team is working with this customer regarding reselection possibilities for this order, or lending box springs and frames to use until the order comes in. We are also discussing additional discounts on the order. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  09/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was in need of a power lift recliner because my wife is getting both knees replaced and needed a chair to help her get up. I stop into Raymour and Flanigan outlook store located in Massapequa, NY and they had one. The recliner had some fabric defects and knew visually what I was buying. When I brought the chair home my wife could not get comfortable in it and found out it was missing a vital neck support pillow for comfort. This upper neck support pillow is part of the chair and zippers into the back. I call the store to see if they could locate it but they could not. I told my sales person that I knew about the defects in material but explain how would I know a part was missing and if known would not have bought. I asked my sales person if he could order me the pillow since it should have been told to me at time of purchase. He said it was not available and there’s nothing he can do. The store manager said you buy as is. So what they are saying, if you buy something that is not revealed at time of purchase the customer loses!! After hanging up I called the manufacturer and found out the pillow is available. I called the customer service number and explained how can you sell a piece of furniture and not let the customer know that a vital piece is missing. I told them that the pillow is available and if they can please get for me because it should have been revealed to me at time of purchase. A company that sells furniture should know their merchandise. They said that they can get it but that I would have pay for it. I explained , visually I knew what I was buying but how in the world would I know a vital part was missing and that I should have been told at time of purchase. I must have made 7 calls to hopefully get resolution but with no hope. They kept telling me that I got a good deal, paying close to 1000 dollars with imperfections in the material and parts missing that I wasn’t aware of. This is a example of not caring about the customer after the sale.

  Business response

  09/23/2024

  Good afternoon,Our leadership team has spoken to this customer and we will be ordering the pillow for the customer at no charge. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan

  Customer response

  09/26/2024

  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

  09/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a 5 piece counter top dining table in August of 2019. On the 20th of September 2024 one of the table foot fell off. I called customer care and spoke to Gaitri and she was so rude. She told me that I would have to pay $125.00 to have someone come out and repair it. This could have fallen on my grand child and then this would have been a very different situation. I asked her if it was possible for them to exchange it and she hung up on me. This person should not be working in customer care because she know nothing about caring for customers.

  Business response

  09/24/2024

  Good afternoon,Our leadership team has offered a courtesy service to attempt to repair the items. If the customer has any further concerns they may contact our leadership team.Thank you,Raymour & Flanigan

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a bedroom set for my daughter from Raymour & Flanigan, Fairfield NJ on September 2, 2024. I was given a delivery date of September 17, 2024 which is also noted on the sales order ticket. I hadn't received a call with the delivery window the day before the scheduled delivery date so I called the store. I was told that my items would not be delivered the next day as they are out of stock and maybe will be available two weeks from that date. The people I spoke to at the store were very "matter of fact" and "unapologetic". Since we were expecting a complete bedroom set, I removed all the furniture from my daughters bedroom. Now, my daughter has no furniture in her room and no where to sleep.

  Business response

  09/23/2024

  Good afternoon,Our leadership team has spoken to this customer and advised the delay in the order. We do apologize that the customer was not contacted before the delivery was scheduled. We will be sending the customer a $200 gift card to use towards a new sale. This will come to the customer via USPS in about 10 to 14 days.Thank you,Raymour & Flanigan

• Initial Complaint

  09/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Damage during a Bedroom Set delivery to my brand new home on Sept 1. Upon arriving, I showed the delivery people upstairs, followed them as the first pieces came. I stayed there to ensure correct placement. When placing the dresser, they pushed it too far back, damaging the wall (pictured). They acknowledged the damage. Once done, they handed me their device with the signature screen to sign, which I did. They left. I went downstairs & noticed 2 big dents on my fridge (pictured) which weren't there when I arrived before delivery. No one else had come by for this to occur. I took pics. Unsure of what to do, I contacted my Sales Rep & he said to contact local warehouse. Warehouse told me to send them email w/ pictures, I did so on Sept 5. They called me denying this happened. I sent them more info same day. I called on Sept 12. After many issues, I was told the rep will contact me Sept 13. I called back Sept 16 & told rep will call me, and they did saying they denied my claim because: 1) I took too long to reach out. It was a long weekend. I work normal hours. I didn't know who to contact, & didn't want to out to my sales rep on his day off. 2) I signed confirmation which says there was no damage. Delivery person was aware of damage he made in the room, so why did he make me sign? The way they give you their device, signature section is already loaded. I didn't get to read anything. 3) I didn't see the damage occur on the fridge. How could I say it was R&F - b/c no one else has been in my home. I cannot be upstairs & downstairs at the same time. Why did I sign on the confirmation - they made me sign the confirmation upstairs when the set up was complete. I had not been downstairs at that point. Case rep argued, the delivery people wouldn't have gone by the fridge as it wasn't on the path of travel I had shown them. They could've used it to avoid difficult turns to get to the stairs. And during my R&F delivery on Sept 14, they used other paths to travel as needed.

  Business response

  09/26/2024

  Good afternoon,Our leadership team has spoken to this customer. We have offered a refund of the delivery fee and an additional $100 as compensation. Thank you,Raymour & Flanigan

  Customer response

  09/27/2024

  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

  09/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  First time Raymour and Flanagan customer. Purchased a chest. Shocking craftsmanship/quality --- particularly the supporting base/ top corner. I only noticed this today, 09/15, and I did not notice this upon inspection of delivery. Delivery went well. No problem with the service. Same day after delivered, as I was transferring items in the dresser, I did notice imperfections. When online sales associate inquired on my purchase, I also mentioned that there were imperfections, but I mentioned it was still good value. This was the first shelf drawer --- it appears that there is something under the wood panel which makes it bulge. It was not an issue for me then. Only until now I observed an even more concerning defect. Pictures will be attached. What concerns me the most is the supporting base/corners. The left side of the chest appears to have a construction defect as the base and top corner are not aligned. When compared to the right side, the right side is aligned. The longevity of this chest is now concerning me. For the price paid, I do believe minor imperfections are acceptable; however, not a glaring construction issue. I understand that returns are no longer valid. An exchange would be time consuming/tiring for me as I have already transferred personal contents inside. As a result, can this purchase be considered to be reimbursed for this defective craftsmanship? Thank you!

  Business response

  09/23/2024

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

  Customer response

  09/24/2024

  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

  09/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought a recliner for 3500 it gas broken 3 times there's rips I it ramour and flaiga hashorrible customer service I want my money back buying this recliner was a ripoff I have health issues with balance and walking and my recliner is stuck open this will be the 3rd time they have to come fix it I just wat my money back s I can only to a different company and get something that doesn't break every month ..... . I've only had this recliner since febuary

  Business response

  09/17/2024

  Good afternoon,As we do not have a return policy, our leadership team has offered a reselection of the item. If the customer has any questions or concerns on the reselection process they may contact our 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. ↩