ComplaintsforRaymour & Flanigan

Furniture Stores

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Initial Complaint
11/11/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I had purchased brand new furniture from them and I to have a service for it. I have been trying to call the customer service number but no seams to answer. I have called to store where I purchased the item and they are giving me a hard time about getting service. When I called and I asked for a manager she said that she was but I don’t think she was a manager. The problem I am having is that on one of the dresses the hang on the door is not locking properly. We had a technician out on Saturday and he took pictures of the hang and said he will take care of it. But when I spoke to the store there is no record of him putting a working order in.
Business response
11/18/2024
Good morning,We are unable to locate an order under the phone number provided. Is there another number the order was placed under?Thank you,Raymour & Flanigan
Customer response
11/18/2024
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 consumer called BBB and gave the correct phone number of *********1
Regards,

****** **********

Business response
11/18/2024
Good afternoon,Our leadership team has left this customer a voicemail offering them a replacement for the door chest. If the customer could please contact us back so that we may assist with getting the new item out to the customer.Thank you,Raymour & Flanigan
Initial Complaint
11/08/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My wife and I, made a purchase of a living room set sectional 2 years ago, the agent who help us encourage us to buy the platinum protection plan because it protect our purchase from tear broken dirt and more. My husband even asked him if the chair is broken will they replace it , the agent said yes," broken tearing, dirty" they will fix it or replace it no problem. A few months ago i called Raymour and Flanigan service department to request a cleaning for the sectional, after filing the request the agent told us it will take 24 to 48 hours to get an answer buy email. they denied our request for cleaning saying the sectional was too dirty for a cleanup. Me and my husband we went back to the store, one of the agent that came to help us, we explain to him the issue we were having, he gave us a corporate number to called for the same issue, and they still denied our request saying that, the platinum plan only cover minor issue and not accumulated problem. I place another call to Raymour Flanigan headquarters a supervisor name Mr. H****** inform me since that was how we feel about our protection plan that he was refunding the money that we pay for it. 1) when we made the purchase the agent specifically told my husband that the plan cover tearing, broken, cleanup and replacement, he didn't mention any condition that was why we decided to include the with the purchase. For the supervisor to offer a refund for after we were 2 year into our protection instead of keeping taking the reason why we were made to buy the plan is really insulting to us as a customer. we felt so disrespected, discriminated against, the way Mr. h****** explain the platinum plan to made us understand that Raymour and Flanigan never really plan on providing any such a service to the customers.
Business response
11/18/2024
Good morning, Our leadership team has spoken to this customer. The customer is receiving a reselection of the items under their Platinum Protection Plan. If the customer has any further concerns, they may contact our showroom leadership team. Thank you,Raymour & Flanigan
Initial Complaint
11/08/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered sectional with their Platinum protection. Upon delivery sectional was damaged. Reported online as per protection policy with photo of damage. A November 1 date was scheduled for a technician to fix sofa. Received a call about 15 minutes before cut off time of technicians arrival from Raymourflanigan associate. She asked me a few questions and said she would have to speak with her manager. She said she would call back. Approximately one week later and Raymourflanigan has not honored my protection or even reached out to me in regards to this matter. I have been calling them and finally I am fed up with their lack of effort to remedy the damage.
Business response
11/08/2024
Good afternoon,This customer has been approved for replacement items. As soon as the items come in stock we will contact the customer to schedule the delivery.Thank you,Raymour & Flanigan
Customer response
11/08/2024
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
11/06/2024
Complaint Type:
Customer Service Issues
Status:
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.
Hello, I am writing to request a refund of the purchase protection plan that I purchased for two mattresses in August 2024. I sent this email on September 9, 2024 and still have not received a response. I was sold the mattress protection plan and was told that if I did not like the feel of my mattress, then I could replace the mattress at no additional cost. I experienced very poor customer service when attempting to schedule the replacement appointment and on the actual appointment day, no one called. I had to physically visit the location hours after my appointment in order to speak to someone at the location. No one answered the phone whenever I called, or I was put on hold for 20+ minutes. After visiting the location, I was informed that there is a $120 fee to replace any mattress. I was not given that information when I purchased the protection plan thus my request for a full refund of the protection plan. I am very dissatisfied with the level of service that I received. I have shopped R&F for years including a recent ********* custom couch and custom ******* chairs that I was hoping to match with a future purchase of a ******* table purchase. My most recent experience was the absolute worst customer service that I have received in years. I would like a full refund given I was sold a product that did not meet the terms that were described to me. Sincerely, ****** ******
Business response
11/11/2024
Good afternoon, Our leadership team has left this customer a voicemail. If the customer could please contact our team back so that we may assist with this claim. Thank you,Raymour & Flanigan
Initial Complaint
11/05/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I contact Raymour Flannigan regarding a King size bed I purchased from them because the slats cannot support the weight of the mattress. I called ###-###-#### and spoke to a service agent that took my information. She advised me that the service charge is being waived. The technician arrived 9/28 and advised us that this was recurring issue R&F was having the beds and he would order the parts at no charge. I have been waiting over a month for the repair to be done and my bed continues to break even more and now we are told that we have to pay because we are out of warranty. I am receiving conflicting information and I believe Raymour Flanigan needs stand behind their name and reputation and do the honorable thing. They also need to train their employees not to disclose what might be considered confidential information that is not meant for the general public.
Business response
11/08/2024
Good afternoon, Our leadership team has spoken to this customer regarding replacement of the slats. We will schedule replacement as soon as the items have been received into the warehouse. If the customer has any further concerns they may contact us at ###-###-#### Thank you,Raymour & Flanigan
Customer response
11/08/2024
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
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In July 2024, we purchased a sectional from Raymour & Flanigan in Marlton for our new home. We spent around $1600 and opted to purchase the platinum plus protection plan. Within the first two weeks of purchase one of the armrests collapsed. They sent a representative out to repair it. He told me not to lean on the armrest and it should be fine. By October 2024, every cushion on the couch is pilling. I asked for a representative to come evaluate the pilling. Customer service called me afterwards to tell me the pilling is "normal wear and tear." This evening (11/3/24), the armrest has collapsed again. I use this couch with my infant and toddler. Armrests should not be collapsing and all the cushions should certainly not be pilling within three months of purchase. $1600 is a lot to spend for that type of "wear and tear" and customer service.
Business response
11/08/2024
Good afternoon,This customer has been approved for a replacement item. This item was delivered on 11/7/24. If the customer has any further concerns they may contact us at ###-###-####Thank you,Raymour & Flanigan
Customer response
11/08/2024
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
11/03/2024
Complaint Type:
Customer Service Issues
Status:
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.
I went and shopped and ordered a bed that cost $1,400. Upon delivery, the footboard had some .manufacturing issues and they told me they would send me another one. So about 2 weeks later, they sent a replacement out. Only this time it had manufacturing issues that were even worse, so they tried to make it work, damaging 2 other parts of the bed in the process and breaking a bath and body works plug in (that is retired) when they did it. No, it wasn't something expensive that they broke, but it still is the fact that they weren't careful and I cannot replace the piece. So this 3rd time out they brought a whole new bed. This time it does not line up like it's supposed to. And they're trying to tell me that it's supposed to be like that, when I know it's not, because my first one lined up perfectly. And when they took the bed apart they told me and showed me where the first guys, who did not work directly for raymour, put the bed together wrong and it was gonna break soon, it had already started to actually. So....I feel like for $1,400, which is a lot of money for me, the bed should be perfect with no defects or issues and should last me at least 5 years. Instead they want to gaslight me and tell me they're all like this and he bets the next few they send out will be like this to.
Business response
11/16/2024
Good afternoon,Our leadership team has contacted this customer. We are reviewing photos and will follow up with a resolution.Thank you,Raymour & Flanigan
Initial Complaint
11/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Subject: URGENT: Warranty Issue and Poor Service on Discontinued Bedroom Set Dear Raymour and Flanigan Management, I am writing with deep frustration regarding my warranty claim for a 4-piece bedroom set I purchased five years ago, covered under your Platinum Package Warranty, which expires on 11/15/24. Over a year ago, a dresser handle broke, and your service informed me that, due to discontinuation, it couldn’t be repaired—only replaced. Replacing it with a mismatched dresser is unacceptable, as it would ruin the aesthetics of my bedroom. Repeated calls yielded no alternatives. In my last call, I was assured I’d speak with a manager but was instead passed off to another team member, who then proposed an additional 30% fee if I wanted a matching chest with the new dresser. This approach is not only unacceptable but feels exploitative. It is inconceivable that the company would offer warranties for items only to discontinue them within the coverage period, leaving customers without real solutions. Would Raymour and Flanigan’s leadership find such a solution acceptable in their own homes? A full reimbursement for the dresser is the minimum expectation, so I can find a technician to repair or replace the handles myself. My father, a contractor, consulted a hardware specialist who confirmed the supposed “iron” handles are actually low-quality aluminum. I am appalled that Raymour and Flanigan would charge premium prices for substandard materials. After this experience, I will never shop with Raymour and Flanigan again. I demand immediate attention from senior management only, as well as a serious resolution that acknowledges my investment in your company.
Business response
11/12/2024
Good afternoon,Our leadership team has spoken to this customer. We are offering full credit to reselect the items. A sales manager will assist the customer in reselecting. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan
Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
9/1/2025 I purchased a couch offline Raymour after visiting the store and deciding what couch I wanted. Link below. *************************************************************************************************** On the website it shows 3 reclining chairs, 2 electric and one I would assume manual as it is in the middle of the couch. Checked over everything measurements matched what I needed. When the couch came in I rented a truck on 10/11. I didn’t put the couch together until 10/13 and noticed the middle recliner was another matching piece to the other seat that doesn’t recline. 10/14 I send an email and I call. The store states that couch doesn’t come with a 3rd recliner and it stated that in the dimensions tab. The dimensions tab states the measurement of it and it looks like it’s the same as the other middle seat which makes sense with no arm rests that’s the measurements match. Doesn’t state there is no 3rd recliner. I explained that you’re selling a product based off photos with multiple photos and a video of it reclining which is extremely misleading. Any other photos of different versions of the couch show the exact pieces it’s sold as, if it was a 2 piece to a 7 piece. They wanted me to pay a 15% restocking free to return that piece and pay the $300 difference for the reclining piece. Which they came back and said they would drop it because their add is misleading but that I now have to return the old piece, take the couch apart, get another truck and pay more money for the couch that they advertised. The couch came to about $5800 with tax and warranty.
Business response
11/08/2024
Good afternoon,We do apologize for the misinformation on our website. We will allow the customer to reselect the armless chair for an armless recliner. We are sending the customer a $250 gift card to use towards the new sale. Once the customer receives the gift card, they can contact us at ###-###-#### to have the credit put in the system for the armless chair, and then we can get the new sale for the recliner placed. If the customer has any further questions or concerns they may contact us at the same number.Thank you,Raymour & Flanigan
Customer response
11/13/2024
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
10/25/2024
Complaint Type:
Customer Service Issues
Status:
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.
My 85-year-old grandmother purchased a sofa in-store. However, when it was delivered, it was not the correct item. She immediately requested a return, but the store refused. She then contacted her bank to cancel the payment, but they also denied her request. Despite her objections, she continued making payments to avoid further issues. Recently, when she called to make the final payment, they informed her that she had been consistently charged late fees without her knowledge, totaling $300 over the original purchase price. This occurred without her consent or notification. We believe this is unfair and could be considered discrimination against her as a senior citizen. We are seeking assistance to hold this business accountable and ensure she is refunded a full money refund.
Business response
11/08/2024
Good afternoon,Our leadership team has spoken to this customer. We will be working with the customer to help remove the late charges on the financed account. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan
Customer response
11/18/2024
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.Dear Raymour & Flanigan Customer Service,Thank you for your response regarding my recent concern. I appreciate the credit for the late fees and the offer of a service technician; however, I must reiterate that the primary issue remains unresolved.While I understand your stated return policy, I believe there should be exceptions when a mistake on the company's part has occurred, such as delivering the wrong item. Customers should not bear the burden of an error made by the business.I kindly ask that you reconsider my request for a refund or provide an alternative resolution that adequately addresses this situation. I value customer service that prioritizes fairness and accountability and hope we can reach a mutually satisfactory outcome.Please let me know the next steps or if there is a higher-level representative I can speak to for further assistance.Thank you for your attention to this matter. Regards, ***** *********
Business response
11/19/2024
Good morning, The customer did not receive an incorrect product. The item ordered was the item delivered. No other resolution is offered to the customer, as we have taken care of the late fees and offered a service technician for any repairs or concerns. Thank you,Raymour & Flanigan

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