ComplaintsforRaymour & Flanigan

Furniture Stores

HeadquartersMulti Location Business

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
10/22/2024
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.
On 08/05/24 I made purchase of multiple items from Raymour & Flanigan and have been dealing with an issue with my 2pc Sofa & loveseat ever since. On 08/15/24 the delivery occurred and lets just say things didn't go according to plan. There was challenges getting everything inside which created damage to the walls and ceilings. Middle of September I made contact to regarding issues with the Sofa i.e. sliding cushions, and sinking of the couch itself. They wound up sending a tech whom came 10/8/24.He witnessed both my sliding cushions and sinking of couch. I am currently pregnant and shouldn't have to be dealing with any additional unnecessary stress regarding a brand new couch. They advised me to use velco to address the sliding of cushions. I should not have to use any velco as for the sinking of the couch they stated they have no documentation of such. I've never had such experience with a company who cannot commit to understand that there is a manufacture defect on this couch and it needs to be resolved. I've been playing phone tag with the store and decided to submit a claim via BBB hoping to get this taken care of before my new baby arrives.
Business response
11/01/2024
Good afternoon,The customer has been approved for a reselection. The customer has picked out new merchandise and it will be delivered on 11/8/24. If the customer has any further concerns they may contact our showroom leadership team.Thank you,Raymour & Flanigan
Initial Complaint
10/21/2024
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 purchased a section a couple years ago at the Raymour and Flanigan outlet in Royersford, PA. When picking out this product, I thoroughly explained an issue that occurred In the past with a sofa regarding the dog causing a puncture. I explained that we only wanted to buy a sofa if we could get protection for this issue in the future. The sales woman flat out lied about what was covered and allowed us to buy the sectional. Sure enough, it turned out it wasn’t covered which we only discovered years later. I already contacted the store and was told there is nothing that can be done. I am also a faithful customer, buying many pieces of the years.
Business response
11/02/2024
Good afternoon,Our leadership team has left this customer a voicemail. If they could please contact our team back so that we may assist with this claim.Thank you,Raymour & Flanigan
Initial Complaint
10/19/2024
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 purchased a queen bedroom set Catalina a sleigh bed and two night tables, Raymour and flanigan didn’t disclose to me if that I was having my furniture delivered to Florida that the insurance would not be by Raymour and flanigan it would done by a third party if I would have new this information I would have never purchased any furniture in the first place without warranty, I have a nightstand that I needed repaired but the repair people in Florida cannot fix it, Raymour also Discountined the whole set and now I’m stuck with a damaged night table and I can’t even replace it, I don’t know what the proper resolution would be since they do not have the same collection anymore to replace the piece, the warranty is no use because it’s Not the same as the insurance in NY it’s a third party, sales person should have disclosed this about the warranty before purchasing I should be refunded the money I paid for insurance because it’s not the insurance I thought I would be getting, even though I know Raymour is not a Florida company I would expect them to send technicians to repair with the same service as when you purchase in NY the warranty company they send you is unprofessional and does nothing for the customer,
Business response
11/01/2024
Good afternoon,We were able to locate the order for the ******** ****** bed, it was purchased and delivered on 4/13/22. This item was ordered online without assistance of a showroom. The customer did not purchase our Platinum Protection Plan on that item. As we do not send technician's to Florida from New York, any repairs would be done by a Third Party Contractor. If the customer has any further concerns they may contact our showroom leadership team or call ###-###-####Thank you,Raymour & Flanigan
Initial Complaint
10/19/2024
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 originally purchased a ****** **** Mattress from Raymour and Flanigan 3 years ago. The mattress was deemed to be defective by Raymour and Flanigan after a called their warranty department regarding an issue. I went to the store to reselect another mattress and met with the Robert the manager. Robert informed me that he wasn't surprised because the reselects for mattress are always ****** ****. I informed him that I was happy with ****** **** before the issue occurred and wanted another. He informed me that it would be a good decision because of the quality issues with ****** ****. I went along with the reselect with ****** **** and he informed me that it was not a good decision. I second guessed myself based on his information and went back to the store to purchase that mattress that he had suggested. I trusted the guidance that I received from the manager because I am a longtime customer and had an overall good experience even when issues occurred. The mattress is horrible and I wake up in pain. I spend a considerable amount of money based on the mangers guidance and now I cannot return the mattress. I truly believe that his high pressure sales techniques is why I brought the mattress and now I want to return it. If is wasn't for his persistence, I would have never bought the mattress. This has destroyed a long time relationship and I want a refund.
Business response
11/01/2024
Good afternoon, Our leadership team has spoken to this customer and they reselected into a different mattress. If the customer has any further concerns they may contact our showroom leadership team. Thank you,Raymour & Flanigan
Initial Complaint
10/18/2024
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.
Approx. three years ago, I purchased for my wife, a glider-rocker from this Merchant, Raymor & Flanigan, Yorkville, NY. After a few years, the Item needed repair, which consisted of replacement bearings. I contacted dealer but was informed my purchase was 'out of warranty'. Still, I requested repair stating I would pay for bearing replacement. Dealer scheduled an in home appt. When repairman arrived, he confirmed the problem but did nothing to repair it (he was told to just 'evaluate'?). I again contacted Dealer and explained all, stating I would even pay for the bearings myself. Dealer said they were 'unable to obtain these parts' anymore? I contacted the Dealer's home office, and also the furniture manufacturer for help. They told me I would have to go through the Dealership where I made the purchase? At this point I gave up trying, and had some angry words with the management. I then proceeded on my own, to locate the parts (bearings) online, hoping to do the repair myself. No avail. Oddly, a short time period later, I was contacted by a Raymor's representative, to inform me "my product actually was "STILL UNDER WARRANTY AFTER ALL"! I was then instructed to choose a replacement item of the same value, either in store, or online. Since I am a senior of 75 yrs old, my wife and I chose online, an item as close to the original as possible. Being satisfied with our selection, we notified the dealer, and confirmed our choice which was ordered by Dealership. Worth mentioning, I was told it would take approx. a month or so to get this order, and "I" would need to 'ASSEMBLE' it upon arrival to my home, and my current glider rocker would be 'taken'? With no choice, I agreed. Several weeks later, approx. 2nd week of Oct. 2024, I received a phone call from dealer informing me "unfortunately that item is no longer available'"? Thus, leaving me to 'shop for furniture which I do not need, nor want, but in order to receive my "warranty credit", this was my only choice.!!!
Business response
11/02/2024
Good afternoon,Our leadership team is reviewing the claim and will reach out to the customer within 72 hours.Thank you,Raymour & Flanigan
Initial Complaint
10/15/2024
Complaint Type:
Delivery 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.
We purchased a new mattress from them. We were told that removal and disposal of the old mattress was included. It is even stated on our receipt. When the new mattress was delivered, the drivers said because the mattress is "unsanitary" they can't take it. We were never told about this when we purchased the mattress. They put the old mattress in a plastic bag and put it outside my house. What am I supposed to do with it. The salesman never told us about this, if he had we would not have bought the mattress.
Business response
10/22/2024
Good afternoon,Our leadership team has left this customer a voicemail regarding the concerns. If the customer could please contact our showroom leadership team so that we may assist.Thank you,Raymour & Flanigan
Initial Complaint
10/12/2024
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.
On 9/20/24, I made an online purchase of a loft bed and mattress from Raymour & Flanagan (my order history on their site says 9/21, but I have multiple email confirmations from 9/20). One of the reasons I chose this item was that it said the bed and mattress would BOTH be delivered within 5-7 days. My kid needed a bed, and I had no room to store a mattress without a bed to put it on. After a few days of getting no update, I receiving an email that only the mattress had shipped. I checked the order status online, and it said that the bed was "backordered". I immediately started searching for another option, as the mattress was already on the way and again, I had storage limitations. At this time, I found the exact same loft bed, which I had thought was exclusive to Raymour & Flanagan, available from numerous other stores, all significantly less than Raymour. I paid $709.95 plus tax to Raymour, and the highest price I found elsewhere was $379.99 from *********, while ****** and ******* were both in the $200-$300 range. Raymour was not assembling the bed, so all sellers were shipping the same exact thing--an unassembled bed in a box. I called Raymour to request the order be canceled, since it was backordered, and the rep told me it was already shipped, even though that wasn't indicated. I believe they lied to keep the sale. I finally received the bed on 9/30/24, and I called Raymour to request a price adjustment since, 1. There is no logical reason they would charge 2-3 times what other stores are for the exact same thing, with no additional assembly service, and 2. I received the product outside of the indicated delivery time frame. The rep kept me on the phone for 25 minutes-- gathering details, putting me on hold--only to say that it was against their policy to price match with other companies. Why waste my time and ask me for the information then? Why have me search for a price from a furniture store? Unfortunately they were being unprofessional and playing games.
Business response
10/17/2024
Good afternoon, We do apologize for any confusion with our Price Match Guidelines. You may review these on our website ***********************/raymour-services/Price-Match-Guarantee We are unable to Price Match to Third Party Sellers. We would like to offer a $250 gift card to use towards a new purchase. This will be mailed to the customer via USPS and will be received within 10 business days. Customer can contact us at ###-###-#### with any further concerns. Thank you,Raymour & Flanigan
Customer response
11/09/2024
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 response still does not address the first associate saying the order couldn't be canceled, when I had in fact received notice that the item was on backorder. Had it been canceled, this issue would have been avoided. It was deceptive on their part.The response also doesn't address why Raymour's price is more than double every other retailer's price. This is not a simple matter of price-matching, nor is the price being compared to only one retailer. $250 to return to Raymour is not an acceptable "solution". Regards, ******** ******
Business response
11/18/2024
Good Morning,The prices for our items are set by the vendor for our Direct Shipped items. The customer did call to attempt to cancel the order, but it had already been shipped by the vendor. The customer was offered a return with a 15% restocking fee as per our policy seen on our website, the customer chose not to return. The $250 gift card due to this inconvenience has been mailed to the customer on 10/18/24. If they have any further concerns they may contact us at ###-###-####Thank you,Raymour & Flanigan
Initial Complaint
10/12/2024
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.
Greetings, my name it’s ****** *****. On October 11, 2024. I made my first ever purchase from your furniture store via the online platform. Which started at around 11 AM EDT. I asked about the price match policy, because the furniture I purchased I found somewhere else under a different name for less. At that time I began to message someone via the online platform. Who told me that your price match policy isn’t what’s online and that the cost of delivery and tax has to be factored in. At that time I contacted a store near me and was told that I was acting like a child and I need to grow up and hung up on. Finally at our around 2:30 to 2:45 PM I was granted the price match. After being online with the associate for more than 2 hours in reference to this situation. I don’t have a total itemized receipt in my email. I’m still looking for the prices match policy that shows what was told to me. I’m disabled and became very sick from this purchase. I feel that I’m owed some recompense for this dilemma. Please contact me because I’m really feeling that I was discriminated about my purchase, only because I didn’t let up was I given the price match. Also I was told I could get a good deal on a power lift chair and didn’t receive it. I was forced to get a manual recliner. I only had $2,100.00 to spend. I didn’t I received the assistance that a person spending much more than myself would receive. Your store staff will lie to a disabled customer and make them believe they have my interest in thought and they don’t.
Business response
10/22/2024
Good afternoon, Our leadership team has spoken to this customer, and a $200 gift card has been mailed to them. If the customer has any further concerns they may contact our leadership team. Thank you,Raymour & Flanigan
Business response
11/08/2024
Good afternoon, Our leadership team has spoken to this customer during the new sale of the recliner. As a courtesy we have allowed the reselection and given the customer a gift card to use towards the new sale as a goodwill gesture. This is no further resolution to be provided to this customer at this time. If they would like to cancel the order and receive a refund they may contact our showroom leadership team. Thank you,Raymour & Flanigan
Customer response
11/12/2024
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. \ It’s totally understandable that the corporate office doesn’t like to talk to customers. Your store managers and reps not all, yet some feel that it’s Okay to treat customers rudely. Yes, one of your other stores treated me with respect. Doesn’t take away the treatment of the customer. A 200 dollar gift card that was used towards the purchase of the new recliner isn’t enough. The time it takes to write a response to the BBB, you could call me. Yet, you take the word of your managers and reps. I know I didn’t spend over 10 thousand dollars on furniture from your company. I still deserve respect! If you’d rather I take my business else where. State that! I asked only for a $300 dollar refund, for the rudeness of Sam and the rep online. As a senior citizen, I deserve respect. Especially when I’m giving respect. If your company doesn’t pride itself on that. That’s a shame. I also, asked for the full policy of price match. Which is being told to me differently by everyone. Yet no one has sent that info to me. Whom ever this is replying! I pray you and the company sleep very well by treating those who cannot afford your higher priced items, like they don’t need to come to your store! Be blessed! I pray this response satisfies you’ Regards, ****** *****
Initial Complaint
10/11/2024
Complaint Type:
Sales and Advertising 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 purchased 1 power sofa, 1 power recliner and 7 UPH side chair w/o nailhead for $3696.81 which included delivery and sales tax. Since I was qualified for a TD bank store card, I charged the order on the card. The order was delivered on 7/3/24. I signed the invoice that stated that " 0% APR with 36 Equal payments. Payment amount purchase divided by 36". I received the 1st billing statement with a payment date 8/2/24, that indicated that my purchase order was $7,393.62 and $206 was due. There were 2 delivery dates 7/3 &7/5 listedon the statement. I went to the store and they told me to call TD bank customer ser. I explained to them that only 1 order was delivered on 7/3. The agent said there was a system error that duplicated my order. My monthly payments is $102.69. Since Aug 2024, I have been making my payments on time. On September, I reached out to the store & TD bank customer ser. I cited the purchased agreement of payment amount divided by 36 months. I spoke with the salesman, Gift Asani who sold me the items, I explained to him of the miscalculations of the monthly payments. He told me that his manager said not to worry, it was a nationwide system invoice error that will soon resolve; to continue to make the original payments. He pointed out that many customers are reporting similar invoices and monthly payments errors. On 10/10 I received a notification from my bank indicating that TD bank card reported my account is delinquent. I have made the payments on time. I even posted payments before the due date. Please help to resolve this monthly invoice error of $206 to reistate the signed agreement of the payment amount purchased divided by 36 monthly; 0% APR with 36 equal payments. And ask TD bank/Raymoure %Flanigan to remove the delinquent from my credit reports and from all reportable credit bureaus. This wrongly delinquent claim is inflicting unnecessary financial burdens & decreasing my purchase power. I have attached all documents for your review.
Business response
10/17/2024
Good morning,Due to privacy concerns we are unable to assist with TD Bank financing concerns. Please contact their Customer Care at ###-###-####Thank you,Raymour & Flanigan
Customer response
10/18/2024
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.On 10/17 I called customer service contact information that you redirected me to call (###-###-####). The call lasted for about 14 minutes. I asked the agent to make a notation on my account that I authorize BBB to have access to my account profile and billing information. I am seeking resolutions that will result in the reinstated of the previous monthly payments agreement and the removal of the delinquent payment on my credit reports, so my credit could be restored.The agent I spoke with, her name is Sarina. She declined to provide her last name. I planned to continue to informed them that I authorize BBB to have access to my account profile and billing information. Please continue to move forward with resolving this matter on my behalf Regards, ***** *****
Business response
10/22/2024
Good afternoon,Due to privacy concerns we are unable to assist with TD Bank financing concerns. Even if given permission, as a company we cannot assist. Please contact their Customer Care at ###-###-####Thank you,Raymour & Flanigan
Initial Complaint
10/09/2024
Complaint Type:
Billing 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.
Purchased two recliners this past March 2024. The order was processed and the delivery date was confirmed for the chairs in two weeks. The day before the scheduled delivery, Raymour informed us that the chair would not be delivered but to expect them in two more weeks. This delivery was also postponed. After six weeks the chairs finally arrived. The fact that Raymour did not have the chairs in their warehouse was one huge disappointment. The other was they charged a last fee against my account even though they had not delivered the chairs. Called Raymour and the person at the desk stated I would have to discussed with TD Bank. TD Bank stated I would have to discuss this with Raymour. Therefore, this is the end to our account with Raymour and TD Bank. Done with their foolishness and stupidity. I wound not recommend Raymour for anything that required customer service.
Business response
10/11/2024
Good afternoon,This customer is financed through TD Bank. We do not send the invoice for the items to TD Bank until after they are delivered. We sent the invoice to TD Bank on 3/22/24. TD Bank usually generates the bill within 30 days of delivery. We are unable to see any specifics of the account due to privacy concerns. If the customer has any concerns about late fees, they will need to speak to TD Bank, as we are unable to see when the bill generated on their end and when the first payment was due.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. ↩

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.

Cookies on BBB.org

ComplaintsforRaymour & Flanigan

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Business response

Business response

Business response

Business response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary