Raymour & Flanigan Furniture review: Raymore & flanigan service/repair department, fairhaven sectional cuddler unit

Defect in Deliver Fairhaven Sectional Sofa Cuddler Unit
Sales Order: SO6627
Customer Code: 2386846 Reuben Prichard

On October 26, 2025, I purchased a Fairhaven Sectional from Raymore & Flanigan’s Eatontown, NJ location. We have had an issue with the “Cuddler” seat cushion that has not been resolved since we notified the store. After multiple attempts at contacting Customer Service’s Repair with no response and finally getting a service repair appointment the issue has still not been resolved.

11/11/2025 – Sectional delivered – within a few hours of sitting on the cuddler seat cushion it depressed about an inch and the seat material wrinkled. This issue has not occurred with the other seat cushions of the sectional. In addition, we visited the store weeks after where we purchased our section and the exact same floor model was, after many weeks, still on display and showed no depression in the Cuddler…That floor unit demonstrates that there is an definitely an issue with our Cuddler unit.

11/17/2025 – I finally called our sales agent, Rich Stevens, explained problem, he stated, “that should not happen” and then gave me service number to call.

11/17, 11/18 – Called service dept, no answer, left messages with contact info, not return calls.

11/19/2025 – Made another call and reached Melissa who instructed me to send photos which I did.

11/20 – 12/02/2025 – I made repeated calls to the service dept., left messages, no response – Unacceptable as far as customer service is concerned!

12/02/2025 – I finally reached the service repair dept and spoke to Joe who said they were having issues with software? Joe said he would submit a service repair appointment.

12/03/2025 – After no follow-up or reply my wife drove to the Eatontown store, spoke with our sales agent who after several attempts finally managed to get a service appointment scheduled.

12/04/2025 – Service repairman arrived; issue was explained to him. His repair consisted of unzipping the cushion pillow and trying to “fluff up” the foam to no avail. My wife pointed out that the cushion now has a permanent indentation with the cushion material loose and wrinkled, unlike the other cushions on the sectional. His reply “well this is a different cushion pillow”. Dismissive and so unprofessional! We received no follow up on this appointment and left several messages on the repair service department voice mail.

12/12/2025 – I finally got a call from Joe in the repair service department after having to contact our sales rep who contacted repair once again. Joe’s response – “All we can offer you is our opinion that there is nothing wrong” … Opinion, not facts, since all of our photos clearly show the indent in the cushion and wrinkled fabric.,
During all this time my wife went to the Raymour Flanagan stores in Freehold and Eatontown to look at the same sectional in their showrooms which have been in their showrooms for months, and there was no issue when sitting on the cuddler

We have purchased other furniture and mattresses from Raymore & Flanagan. We are extremely dissatisfied with this issue not being resolved as well the unprofessional and dismissive attitude of the service & repair department. This issue needs to be resolved immediately by replacing the cuddler cushion or replacing/repairing the foam insert. If this issue is not resolved to my satisfaction I will file a complaint with the NJ Department of Consumer Protection and document this experience on social media.

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