Raymour & Flanigan / inferior product and poor customer service
I purchased a couch, love seat, coffee table, end table and side table from Raymour & Flanigan's between June and Sept 2017 from the Niagara Falls New York store. My Sales rep Chuck was excellent. After sustaining a back injury I went back to R&F to purchase a recliner. Again Chuck was extremely helpful in helping me select a recliner that would accommodate my injury. I made the purchase in Dec 2017. My experience with Chuck was so positive he and I discussed a future purchase for a full dining room set, formal living room suite and a bedroom suite.
In, the beginning of Apr 2017 (4 months after the purchase) I removed the throw keep on the chair and discovered the fabric on the inside of the arm had a huge hole in it. I went to the store and spoke with Chuck. He said because I was a preferred customer he would send someone out to look at the damage. They'd take care of it because they wanted me to be happy with my purchase. The earliest some one could come out was 3 weeks later. In the mean time the hole got bigger. The technician came out look at the problem wrote it up and said the entire arm would be replaced and the problem would be rectified. This morning I got a call from R&F. Jolene informed me that someone would come out to fix the chair and it would cost me $120. I asked why it was costing me anything. Jolene said because I didn't by the extended warranty I had to pay for the repair and labor myself. I advised her that the chair was only 5 months old and that it was a defect in the fabric. She got really nasty an informed me "upholstery just doesn't rip" I did it and they aren't responsible for my carelessness. I was so upset with her attitude that I hung up. I contacted the Customer Service Office and the only thing the girl could say is that she would have a supervisor call me. I told her that I don't anticipating that happening. I told her I will have it repaired myself as I don't want to deal with R&F again. I will go else where to make my remaining purchases and that I would be publishing my experience with Raymour and Flanigan's in our Family Readiness Group News Letter that researches 3500 military families. The response was more or less do what you have to do lady.
I will never do business with this company again.
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