Raymour & Flanigan Furniture review: For bad customer service two names say it all!

We had a warranty issue. Took weeks to get ahold of someone to get my chair replaced. Finally they approved the exchange. Got delivery date and time from them, then the day before the delivery that time changed to early morning instead of an afternoon delivery. Had to cancel and reschedule as I had a doctors appointment in the morning.

New date set and new chair was delivered and the driver Louis took the old defective chair away. Thought we were all done. I was happy.

A few days later I get an automated call and text someone would be coming by to pick up the old defective chair. I called customer service many times and finally got someone who told me not to worry about it and that the driver would be canceled that everything was fine. Ok felt ok again.

Days later I get a call from the delivery driver that we are the next stop and he is coming to pick up the old defective chair. He tells me there is no record of the old chair being returned, and if I don't return it I will be charged over $1,000 for the new chair.

Now I am upset. calls into customer service and none are being returned. We go into the Newington Store and speak to the manager Melissa. We explain to her what happened.. and then she asked if I had proof that the old chair was removed, so we showed her video from our security system and she got upset and asked if we had permission from the delivery guys to record them. WHAT? She asked us what we wanted and I said just something saying that showed the chair was picked up. So she had the girl at the service desk print out a receipt we owed $1,052.81 then wrote on it "picked up Friday" on it. She said here you go. I asked her if she was going to sign it as anyone could write "picked up Friday" on it and she refused. I asked for the District Managers information and she told me she was not allowed to give that out wished us a good night and walked away.

My husband went online and started shelling them on their Facebook Page. We were surprised to see the page was full of complaints of no customer service. He kept complaining and they kept deleting his posts. He kept on posting and posting until he got a DM from the Facebook Customer Service Team asking us for our email and phone number so someone would get ahold of us. Immediately sent it over hoping to get this behind us. And then radio silence for days... so my husband started hammering their Facebook page again.

Then I got a message on my phone to schedule the pickup of the defective chair... What the actual hell?

A few hours goes by and we get an email from Brittany from "Raymour Customer Care Service | CTSVC" [protected] | RF 730" The email apologizes and said they have been short staff and will reach out within the next hour. Two hours goes by and no call. So we email back letting her know its been way past an hour, Brittany quickly replies back, apologies and said she will call soon. A few hours goes by and she finally calls. I explain all the issues and she asks me what she can do to help. I tell her her to email over something saying the chair was picked up and we have a zero balance. She tells me me that she is not authorized to do that, so we ask to speak to someone who is authorized to do that and she says I will transfer you to Victoria and then hangs up on the call.

We have emailed Brittany about being disconnected and no reply at all. And no calls from Victoria.

We should note all of this was done calmy, no shouting or yelling. We just want this be finished and know that we do not owe any money.

Why is this so hard?

For Bad Customer Service, Two Names Say It All!