Raymour & Flanigan — lie, lie, lie!
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).
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