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I purchased an entertainment center (4 piece wall unit) from Raymour & Flanigan for delivery on 7/3/06. I was called the day before to confirm a delivery window of 1pm-4pm. At 4pm on 7/3/06, still no delivery - so I called the Oakland, NJ customer service center. The customer service rep said they were trying to locate the truck - the stop ahead of me was also calling wondering where their furniture was - and she would call me back. At 5pm, I hadn't received a call, or my furniture, so I called back. The same rep said they were at stop 6 and I was stop 8 - so they should be there by 6:00pm. She also said she was crediting me back the delivery charge (which I have not yet received - and am not holding my breath for). At 6:45, I called again because I still hadn't received the furniture. The customer service rep said the truck was "definitely" on it's way and should be there within the hour. At 8:30, the truck FINALLY showed up - and one of the audio piers for the unit was BROKEN. I immediately called the customer service center again and they said they would arrange for an exchange on 7/8/06. I said fine. The delivery men left both audio piers, TV stand, and the still-packaged bridge/shelf which would be installed by the exchange team on 7/8/06. Later that night, my boyfriend and I decided that we should open the bridge/shelf package to make sure there was no damage to those pieces - turns out, the shelf had a big gouge in the front and was also missing hardware. The customer service center was already closed for the night, and was also closed the next day (July 4), so I called first thing on the morning of 7/5/06. I explained to the customer service rep the situation and she said they could also deliver an exchange bridge/shelf to me with the new audio pier on 7/8/06. I was happy with that. A customer service rep called me on 7/7/06 to confirm delivery on the 8th, and I specifically asked whether the bridge/shelf were being exchanged along with the audio pier and she said YES. But then, on 7/8/06, the delivery team showed up with only the audio pier - no bridge/shelf replacement. I immediately called the customer service center, and the rep said that they had me down for a technician to come fix the bridge/shelf. I explained that that was not what I had agreed to and confirmed already, and it didn't take a technician to see that there was no way to fix the gouge in the wood, to which she replied that she 'could not take my word for it'. I further insisted that I wanted the NEW furniture that I PAID for, NOT 'fixed' furniture. She went on about their policy and claimed that I had arranged for service not an exchange on those pieces - which was simply not true. After much, much arguing - I told her that I wanted the delivery men to take all the pieces back and I wanted a refund. She called back a few minutes later and told me she could do the exchange on 7/11, without a technician verifying the damage. I told her I was NOT taking off another day of work, and they needed to deliver after 6pm. She said they couldn't do that - so I told her again that I wanted the delivery men to take all the furniture back. She called me back again, and told me she spoke to the Delivery Manager, and they could arrange a Special Delivery for me on 7/11, after 6pm. I said fine. About 2 hours later, a different rep called me to confirm the delivery window on 7/11 between 6pm and 9pm. Fine. On 7/10/06 I received a call to confirm delivery on 7/11 from 2pm - 5pm. I said, NO - this is NOT what was agreed to AND confirmed! The service rep said there were no notes in the system about the special delivery and that they absolutely could not deliver after 6pm. I argued with her, and then later talked to the Customer Service Manager, SIERRA, who told me that no such special delivery arrangement had been made (basically calling me a liar) and was there another time I could take delivery. I said I was absolutely NOT taking another day off of work to sit and wait for them. A whole lot of arguing later, and all I got was that they will try to make me the first delivery stop on 7/15/06 with the replacement pieces. They will call 2 days ahead of time to confirm the delivery window - which I'm already guessing will not be early morning as I requested. Bottom line, this Company's customer service will only LIE, LIE, LIE to get you off the phone. They don't document anything in their system, so you have to go through the whole story with everyone you talk to. The only reason I even agreed to take a third chance on delivery was because based on the incompetence of the people I have spoken to, and the utter disregard for customer satisfaction, I could only assume that if they DID take the furniture back, I would NEVER get my money back from this Company. DO NOT BUY FROM RAYMOUR AND FLANIGAN - IT IS NOT WORTH THE TIME, ENERGY, OR FRUSTRATION (NOT TO MENTION THE MONEY PAID FOR SHODDY MERCHANDISE).
I purchased a floor sample from Raymour & Flanigan. I had to since anothe furniture company took 50% of our money and never delivered. I was told that the floor sample was "as is", which was fine, however I found it not believable that furniture that would be used in a showroom not have protective coating since more people would be sitting on it then in a home. Within a few days the fabric imediately started showing spots. I called the company and was told that it didn't come with a protective coating and since it was a floor sample there was nothing they can do about it. I told them I wasn't looking for our money back, but if they could send someone from their company to clean it at a charge to me and shield it, as well it would be greatly appreciated. I told them several times that I would pay for it. All I was told was that it was a floor sample and there was nothing I could do about it. I asked them what would happen in the future when all furniture needs cleaning and a protection. They didn't seem to care. I researched everywhere on line to find a cleaner that would rectify our situation. I couldn't. Never in my entire adult life have I ever experienced a fabric that one couldn't clean. My husband and I are now looking for new furniture. You can't make this up. Oh...and as for the other store Thank G-d my credit card company went after them. They are now out of business. As for Raymour & Flanigan...it's just a matter of time for them if they continue to sell garbage and not stand behind their product.
This company is terrible. I too had issues with a delivery service. They were over 2 hours late delivering (3 days of this crap), however when I complained they did take of the $90.00 delivery charge. I also had two damaged chairs and the delivery men didn't want to take them back however with my big mouth and attitude they didn't have much choice, I asked one of the guys, did you purchase this table/chairs, he said no, I then said well then if you want to give me 1800 bucks then leave the crap here otherwise, take this crap out of my house, they too said that someone would come out and repair the chairs, however what the hell, do I look stupid to you I said, why on earth would I purchase something brand spanking new and then wait for someone to come out and repair when you people mess it up are you crazy and Raymour wants me to pay top dollar and have a "repair" person come out...Yeah right, take these chairs back now...They did...then I ended up having trouble getting the New two chairs re-delivered so like this woman, I called told them to come and pick up all the furniture, I too was also told they would deliver at special time etc., that too was not true so I waited and waited and I really got pissed this time I called said to come pick up all this crap, they too tried to say I couldn't return it and I told them if they didn't come and get it I would personally bring it to the store and drop it off at the front door...The next day they came out pick up the other two chairs/table and refunded "ALL" my money...I'll never shop there again! If you want satisfaction, it terrible to say but be a ###, keep demanding your money and you'll win...
I have purchased from this company and found nothing but high quality furniture. We had only one problem with a chair and they took care of the problem quickly and professionally.
They totally suck. 3 times before the item was undamaged, and the delivery guy gave us an attitude (said that he had as much experience as their tech guys) and questioned the exchange. DO NOT BUY FROM RAYMOUR AND FLANIGAN!
THEY SUCK! 3 days or less is a scam. They deliver on the 3rd day so that you can no longer void the contract. I ordered a dining set and when it was delivered it looked black in my house yet brown in the store. Ultimately, I did not want it because it did not match the rest of my furniture. They refused to take it back, cannot return there. I explained that I would exchange it for something that did match and they refused. Hate that store. They attack you at the door like vultures! Very rude lady with short hair and glasses. Supposed to be a "higher up" too boot...
I am SO glad I've read these comments. I am shopping for a ton of furniture and now know to pass right by Raymour and Flanigan. I HATE companies like this!
Raymour and Flanigan is horrible. We were told the day we purchased all of our furniture that we could have it all delivered the following saturday, and that everything we saw in the store was in their wearhouse which wasn't far from the store. A few days before we had a different company calling to schedule a delivery, and we find out that the bedroom set we ordered was not coming from raymour, but from some company in Toronto which only delivers mondays and wednesdays. This was on a thursday, and they said the following monday was was already booked up, so much for their 3 day guaranteed delivery.
I decided I would inconvenience myself and take the day off wednesday to wait for the 2nd delivery of my furniture. Saturday the couches, mattress, and table and chairs were coming. We were told between 8-12, most likely closer 8 or 9 am so we went to the apartment and they didn't arrive until 12:15. They bring the furniture in, and we noticed one of the couches had about a 6" gash on the side, and the other couch had a scratch on it as well. At this point were pretty aggravated after being jerked around about the delivery of the bedroom set, so raymour said if they delivered new couches, the people would only bring them in through a door, not a window or from the balcony sliding door as we got the other couches in. The store manager said to send everything back, and cancel the entire order. Great customer service huh? This was at the Farmingdale NY store, Mitchell was the manager. I'd never use them again, and ill be sure to inform everyone i know how they run their business.
I am currently experiencing a bad deal with this 'family oriented, quality' furniture store. Too bad their customer service is the contrary! I am stuck with a mattress I did not order (the sku was entered incorrectly by the store attendant) and because the mattress had been delivered (even though I claimed the issue within 3 weeks of discovering I had the wrong mattress) they could not do anything for me! I am disgusted with the little effort by the store manager and sales associates and 'the' Regional' manager they dealt with to supposedly help me come to a deal. I WILL NEVER SHOP AT RAYMOUR & FLANIGAN AGAIN EVER! I AM SO DISAPPOINTED! I WILL MAKE SURE TO MENTION THIS TO ANYONE WHO MENTIONS SHOPPING AT THIS STORE! I WILL MAKE SURE THEY KNOW THEY WILL NOT BE RESPECTED AS A PERSON, LESS AS A CUSTOMER AS THEY ONLY CARED ABOUT GETTING THE FIRST DEAL AND ONCE ITS IN THE CUSTOMERS HANDS THEY COULD CARE LESS ABOUT YOUR SATISFACTION! THIS HAS BEEN A HORRIBLE EXPERIENCE! I have been treated better at lesser priced furniture stores!
This company does not stand by their products. The Store manager and Sales Staff are nice until they have your money in their hands and then they will not help when their is a problem. We are waiting three months for our 5,000 set to be fixed. In the meantime, it has damaged our brand new floors. Theresea Mar. from the Farmingville store told us "I'm here for you if you need me". We have tried to contact her several times and she told the receptionist she is too busy. What a hurtful and rude sales rep. We will never shop at Raymour & Rlanigan again.
I am glad I read the complaint. Now I know that I will never shop at Raymour & Flanigan.