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Raymour And Flanigan / unacceptable customer service and damaged products

1 United States Review updated:

I am beyond exhausted by fighting with raymour and flanigan to replace 3 pieces of brand new furniture. They lie and make it next to impossible to exchange my brand new damaged furniture. They are rude and they make empty promises. I spent over $3500.00 on a new living room set and 3 of the 5 pieces were defective upon delivery. I lost over $500.00 worth of pay for waiting for the delivery of my exchanged furniture which never arrived. A special delivery was placed and it was a no show by those schmucks! I immediately contacted their customer service and they basically called me a liar. I got so tired of fighting with them for over 3 months I gave up. Believe me you I let everyone know how horrendous this store is. Don't make the same mistake as I did!!! If you've had a good experience with this company then it was pure luck. You have better odds of winning lotto. Too bad this company lost my business because I'm moving and need to furnish 3 more rooms. BUYER BEWARE!!!

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  • Mi
      11th of Jul, 2007
    0 Votes

    I used to work for Raymour and I have to say that this is one of the few complaints on here that I actually agree with. They do try and give you the run around for exchanges because they cost the company money.

    Here's what you need to do. If you have not had a technician come out, call and make an apointment to do so. They can come out on Saturdays so you don't have to miss work. If the pieces are as damaged as you say, the tech will say they are not repairable and give the approval for an exchange. When they call to schedule the exchange insist that you want a Saturday. They don't like to exchange on Saturdays and you probably will end up being the last delivery of the day because there is so much furniture on the truck and they don't want to have to keep taking your old furn off the truck to take everyone elses out. Inspect the furniture very well BEFORE the drivers leave. If something is not to your liking, refuse it. They will bring another piece out to you. If something like this would happen, call the store and tell them you want a $75 gift card for your inconvience. They are more likely to give you a giftcard than money so I would try this route and buy yourself a nice accessory or give it to someone as a gift, they'll never know how you got it.

    If you need anymore advice on how to handle this, feel free to email me.

  • Mi
      15th of Jul, 2007
    0 Votes

    Top 5 Rules for buying furniture.

    1. Ask the sales person if this is the best quality furniture that they carry. Though you may not want to spend more money, sometimes reaching in your pocket a little bit more at the point of sale will save you money in the long run. You can also find pieces that are cheaper and are better quality. The sales people at Raymour are pretty honest. They want their customers to be happy because they want them to tell their friends to come in and see them.

    2. Measure!! If you like something, put it on hold. If it's a special order, put it on hold, do not put a deposit down that is 20%. If you put anything down put down $5. Use the room planner. If you don't have a computer at home simply bring in the measurements of your home and use them on the room planner computer at the store. If you're not computer savvy, ask the sales person who greeted you at the door to help you.

    3. Any deposit you put down, pay with a credit or check card. If you pay with cash or check it will take 7 to 10 business days for a check to be cut and sent to you. The store does not have the cash means nor the capability or the equipment to issue you a check so if you would need a refund it will be faster with a credit card.

    4. Research vendors online. Read about what kind of wood the pieces are made of. If you're getting leather, ask what grade leather you are getting and if you are getting the top or second layer (recommended).

    5. Purchase the protection plan. While it may seem expensive, the protection plan that Raymour and Flanigan is a great plan. It is 5 years from the day of delivery for any customer caused accidents. If they can't fix it, they will replace parts as many times as needed (sofa cushion) and they will replace the whole piece one time (sofa). You'd be surprised the things that the protection plan has covered. All you have to do is call within 7 days and remember that it was always an accident. The plan does not cover pet damage or bodily fluids. If it doesn't look like a pet did it than a pet didn't do it. Get my drift?

    Raymour and Flanigan is a good company to buy furniture from. They have furniture for every income and are one of the few furniture stores that actually keeps pieces in stock. Please keep in mind that the stock is not at the store but is at a distribution center and please listen closely to the commercials... 3 days or less on INSTOCK merchandise.

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