Raymour & Flanigan Furniture

3) Nightstand – SKU-515422157 – Missing Phone charging station.

Deliveryman notify his supervisor and he told me someone from Raymour and fix all this issue and he left. Since it was not promising, I called store and they said same thing that, "Someone will call you and schedule an appointment." Finally, after 10 days a guy came. He took pictures of Somerset Furniture night stand, bottom drawer wood is swallow and looked at other two issues. He made a report and said, "Someone will call you for replacement."

Since then no one has even bother to call. In fact I am calling every week too and I am hearing same story that "parts are here" and it is under inspection. Once of the customer service representative told me some time it takes over six months to get the parts from supplier. So, I told them, "Do you even realized that I got this furniture like this? It’s not my fault. Why can’t you replace? Why do I have to suffer?" She said, "We don’t offer replacement." After several attempt finally I called store two days ago 06/16 and lady who spoke to me said, "Someone will call you for sure and your issues will be resolved soon." It’s been over two days and I am still waiting for the call. I must say I have seen bad customer service but this is worst. It feels like once furniture is at customer’s home that’s it. They don’t care and I feel being cheated. This is not acceptable to me and I am also reporting these issues with BBB and NJ Consumer Affairs Division.

After only a month or so, my young daughter spilled some water and either didn’t realize it or failed to tell us and over the course of maybe an hour...it was discovered and I used paper towels to wipe it up. I felt a huge bubbled up spot. I was devastated and surprised because a well made table should not have bubbled like that. I called RF and was told that because I was late on my payment that I couldn’t file a claim. I certainly agree with that and the rep told me that I had until February of 2020 to make the claim.

Let me just say, my husband suffered a broken ankle on the job and suffered a loss at work for 8 weeks, so I fell behind a bit in my bills. It also didn’t help that he suffered a heart attack in the same year and so, I remained late on many of our obligations. I chatted a couple times with a Platinum Plan Rep on the RF website and each time, they’d tell me the same thing, that as soon as I got caught up I could make a claim and reiterated my February of 2020 deadline. I finally paid the furniture off. Made a claim. First, they did not call the correct cell number to set up appointment so the tech showed up today, unannounced. Spent maybe 2 minutes, and took a pic or two and said someone would call me with my options.

Not long after, I received a call (this time on the correct phone number) and message from Shawna who said that they will not cover the table due to it being what the tech says is accumulated overtime water damage. I called back to disagree and spoke with Linda. She said that when the tech gives them the pics, they’ll call me back. So, they haven’t even seen the pics and made a determination of coverage? This table was waaaay too expensive to have incurred such terrible damage in a short period of an hour. Also, the veneer is peeling at the edges of where the leaf is and we don’t take the leaf in and out, at all.

So, yes, the description was pretty when the plan was being pushed on us. Now that they have our money, the plan is pretty ugly. If you read the layout of what their plan covers, it covers my issue. I intend to take my voice to social media and forewarn the potential RF customers to think twice before purchasing the Platinum Plan. I will also be contacting an attorney.

I didn’t refuse service, I just didn’t want this unacceptable repair. He said he would leave and someone from Customer Care would call me back. I called the store and asked to speak to someone about my options. I preferred replacement of the couch or come pick it up and give me my money back. I did not want a “quick fix” that voids my warranty. The sofa is only 4 month old!!! I have called the store and was told that this janky repair was my only option. I spent $1500 on a 3 piece living room set just 4 months ago and THIS is how I am treated? I will never shop here again, recommend this company to anyone and will sing my experience to ANYONE who will listen. Highly disappointed!!

On the day of delivery there was no problem with the couches, but the bed delivered was a medium mattress and not the firm we ordered. They claimed it was the correct SKU but when we called the store the salesman assisted us and confirmed they sent the wrong mattress and they had no issue with making another delivery date to bring us the correct one while we kept the wrong one. (Apparently they had picked the incorrect mattress with the correct sku). The new mattress came the next day and all seemed fine, but we realized that the frame did not have the features we ordered (no bluetooth and no under bed light, in addition anti snore and zero gravity buttons did not work). Another call to the salesman and two days of putzing around with customer care and they ordered us a new frame to be delivered in a few days.

In the meantime the mattress went on sale for 300 dollars less than the... never goes on sale price. I called into the Customer care and everything has to funnel through the salesman, who graciously represented us to get them to honor their price protection agreement. At that point the mgt insisted I that because received a free pillow they felt it was a wash, to which I argued back and forth the pillow has nothing to do with them keeping their price guarantee policy. After three days of back and forth I told the salesman to take everything back if they can't honor their guarantee. The next call I received was that they would credit my account the difference. In the meantime the delivery men showed up with another mattress instead of a frame. I had them look at the frame in my room first and they agreed it was the correct SKU but not the correct frame.

Back on the phone with the salesman and mgmt where I was assured they were sending the correct frame in the next 2 days as it was coming from a distance. I asked them to make sure the features I paid for were on it and working. Delivery number 4 arrives and before they take it off the truck we check the frame. Same SKU that indicates it has those features but no features working. I had the delivery guys take it out of the box in my driveway and test it and they could not get the light to work or find the bluetooth or the features of anti-snore and zero gravity. The instructions showed a different bed than the SKU was as well. After much back and forth, they checked their stock and found other frames with this sku in the same condition.

They claim the manufacturer goofed and they have to go back and get a fix. In the meantime they asked us to wait as much as 3 months for a fix or we could choose to upgrade to another model for 300 dollars more. The other model has the same features but is a split king instead of a two piece head and foot king. I have been back and forth with Management and customer care. We said we would wait but I want to know why after all the money we spent and 4 failed deliveries they don't do the right thing and give me the other frame instead of inconveniencing us again. I think we went through enough.

Supposedly Management is discussing what they will do for a week days now while we wait to be inconvienenced yet again.. This is how Raymour treats its customers? Good paying customers at that. This is not only bait and switch tactics, but dishonest at its best. The salesman is great, but they won't be getting any more business from me or referrals. I will also be writing to the president of the company about this.

I went to open the drawer last week and it would not open. Same issue. I called back to tell them that the screw was not the issue and now they want to charge me $75.00 plus tax. I said he didn't do his job correctly. She said if I would have called the next day maybe they would not charge me. It's a drawer I don't use often I said. I didn't know it wouldn't open until I tried it. They were unwilling to help me. I am very disgusted by their attitude. He didn't fix it correctly I said. Oh well, pay or deal with it. Really? What customer service. I would think twice about shopping at Raymour & Flanigan ever again. Thanks for reading this. Kim **.

On the second delivery date, we finally got a delivery person that spoke enough English to advise us that this headboard would not fit the adjustable frame regardless of the $60 kit. So frustrate. We simply asked for a refund and will go elsewhere. Terrible customer service, salespeople were not knowledgeable and delivery team was useless. Also, the head of the distribution center was rude and borderline incompetent. Overall terrible experience - would not recommend to anyone under any circumstances.

I thought, 'Who would ever return a bed" and my mattress cover was in perfect condition. They deliver the bed the next day. I immediately put on the mattress cover along with all my bed covers. I slept in the bed for a couple of nights, and I woke up feeling like I was 90 years old, I could barely walk. I called the saleswoman, stating how terrible this bed was, and she said it was probably a defective mattress, call the company. I called and a service person would be out in 2 weeks. I complained because I needed a decent bed. It did not help, I had to wait 2 weeks. So I made a bed out of quilts and comforters on the floor of my bedroom, I could not sleep on the mattress. Service guy comes out in 2 weeks, and states that the bed is fine. I got a call from the store stating that my bed was ok. I said, "It was not ok," and they told me I needed to talk with a manager.

To make this very long story short, I figured out, with the help of my friend who was with me, that the mattress that was delivered, was not the mattress I choose. I did not choose a mattress with a 4-5 inch pillow top. I did not choose a mattress that sunk in several inches when you sit on it. I can not have a soft bed due to my back. We went back to the store to find the mattress that I had chosen, and was told that all the mattresses had been removed and changed. The sale woman ignored me, the manager listened and rolled his eyes, obviously he did not believe me. He said he would call corporate and get back to me....and of course, he did not. When I thought I had found the mattress I choose, manager told me that that particular mattress was discontinued. Really???? Is that why I did not receive the mattress I chose?

Surely a mistake was made somewhere, and they delivered the wrong bed, but no one seemed to care. They kept stating that I did not buy a mattress cover from them, therefore, there was nothing they could do.... It's been 2 months and I am still sleeping on the floor. The mattress cost me $1000. All I want, is the mattress I choose. That's all. Can not believe a store would do this to me or anyone. Signed, Linda ** Waterford, Connecticut.

Delivery showed up late on the Sunday - delivery employees were nice, but sloppy. Marked up the staircase walls; thank God for Magic Erasers! Base was assembled and mattress was put on the base. Wait, what...no remote??? Delivery person said not to worry, remote would be dropped off later that day. Guess what - remote never delivered. We called the store on Monday and reported that we needed a remote. We were told that the store would contact the delivery folks/other store and have one out to us. We never received that remote... Called the store the following week and complained.

In the meantime, we received our invoice and see that we were charged full price for the pillow. Store customer care person said to come to the store, they would fix the bill and also give us a new remote. When I arrived, I was greeted nicely, and the customer care folks fixed the bill. One of the managers brought me out a used remote to keep. I asked if it was a new remote, he said it was "almost new". I explained that I wanted a new remote and that I had paid for a new remote. He said when the replacement remote arrives, I could come get that one and give the used one back. This was 2 weeks ago - still waiting on a call. Hopefully they didn't sneak me an almost new mattress! Oh well, we gave them a shot in their new store. Intimately, the experience was very disappointing. I would recommend going elsewhere for furniture - they've lost me as a repeat customer.

** Update as of 3/25/19 - received our bill in the mail. Pillow is still being charged at $99 - had to call and complain again. Received a call this AM letting me know that it has been corrected. Will believe it when I see it, I was told the same thing last month as well. ** Update as of 3/27/19 - Store called and gave me a new remote. Promised the pillow sales price would be adjusted next bill.

** Side note - On 3/21, I received an email from R&F - "Hi Jim. We're very sorry to hear about the issues you've experienced with your remote and your bill and we sincerely apologize for any inconvenience this may have caused. We'd be happy to get you in touch with a manager to talk about this further with you. Feel free to email us at rfcare@raymourflanigan.com with your purchase information. Thank you." STILL HAVEN'T HEARD FROM ANYONE - Joke's on me!!!

How do they expect me to sleep on that bed any longer and how could that one piece of metal determine the way I slept at night. I felt I was treated wrongfully for all the money for all the money I so every night I'm scared to go to bed because I'm going to fall in that hole and I'm going to be in excruciating pain. I need someone to help me. Please I am on disability. I really couldn't afford that mattress but I should have never been treated this way. I despise the way I was treated. I would never recommend this store to anyone and until they fix this problem I will never shut my mouth and soon I will get a lawyer because no one deserves to sleep like bit yours truly about money.

Since it was less than 30 days following the purchase, I said that I wanted to return everything as the salesman stated I could do. The manager then told me that I could not return the adjustable base and he could only give me a store credit for the mattress that I could use on a different mattress. Once again, not what my wife and I were told at the time of the purchase. They apparently will tell you any number of lies to get you to purchase their products and give you a hard time and no attempt to try to work with you afterwards to even come close to honoring the statements made at time of sale. Don't even go into one of their stores.

The next few days with delivery were horrifying, the delivery people kept coming to my house way outside of the delivery window and even though I spoke with them prior to coming they would still come too early and left with not call me back. I contacted the store every day and never received callback. At one point I called and spoke to Daniel who told me there was nothing he could do for me, and that I am not there during the delivery time frame and they even offered to wait 45 minutes, which is a lie (I have recorded phone call of a driver coming too early). Daniel not only told me there was nothing he could do for me but that he could not cancel my order per my request at that point, because the bed had been delivered. (They still had not delivered my bed. They delivered the wrong product.) And Daniel hung up on me.

I called corporate and reported the experience, I spoke to April a manager the next day who denied my request to cancel my order because the bed is delivered (they still had not delivered my new purchased bed or picked up the wrong one). Eventually days later I received an exchange and the bed I received is hard as concrete, not at all like the showrooms we tried. I have called the store and corporate several times even crying once because I have had a migraine and body hurts every day from the bed so my daughter and I do not sleep on it anymore. No word from corporate.

Called again today Monday, March 4th and once again explained the situation. Representative said person who contacted me was not in but referred to another rep who would review photos. No one has returned calls! I have purchased many items from Raymour in the past - no problems with furniture nor with the platinum plan for repairs. I am so disgusted and I need some help from a SUPERVISOR!!

We were told that we could only exchange the table and not the chairs or server because there was not yet damage, and if we were to exchange the server we would have to pay $97 to re-stock it, and if they took the chairs they would use our platinum protection plan, even though the issue is a defect in their finish and not something on our part. We needed a day to think of our options and ended up decided to just exchange the table for the same one. After playing phone tag for about a week, we were then told that the table was no longer available as it was no longer being produced. So what I gather is R&F clearly knows this piece has a defect and should be recalled but will not admit that to the customers.

Beyond that, after speaking with MANY different customer care representatives (who all had different stories) we were told there were still 17 tables in the warehouse. I left work early to be home for the delivery and when they came they only brought the top of the table and attached it to my damaged base! This was on Sunday, and when I called customer service they were confused as to what happened and said they would call back.

Well, I called today and now the manager is trying to say I NEVER told them the base was damaged, even though a tech was here who took pics and I had emailed some as well. Oh, and the manager tried to argue with me saying that what I was saying was not true throughout the entire phone call. Also, We were referred back to the "Randolph customer care" each time we called (over 5x) who NEVER answers - it's literally a merry-go-round circus. I guess the customer ISN'T always right at Raymour & Flanigan. Next time, I will purchase quality furniture from a company who cares about customer satisfaction.

He said he never called me and said that he can do better on price. He said I was dealing with him for a 2 months, (which I was not) I said forget it, the deal is off...just give me my deposit back... Here's the real deal breaker... THEY WOULD NOT GIVE ME MY $20.00 IN CASH BACK... THEY SAID THEY SEND CHECKS OUT... I WAS PISSED BECAUSE THEY TOOK MY DEPOSIT IN CASH. NEVER WILL GO THERE EVER!

Please be advised I will be filing a complaint to BBB and on yelp to alert all prospective customers of the scam on the platinum coverage and the quality of the leather products. I really thought purchasing from Raymour & Flanigan was a good investment and wouldn't have the need to replace for several years but I was very wrong. I really expected a lot more from Raymour and Flanigan as advertised on TV and Website.

After all the money my spouse spent on the leather living room set and the platinum coverage now I have to get all of it replaced within 3 years of purchase. This is very unfair and Raymour should send someone out to take a look at the condition of my furniture and reimburse or give me credit to replace my purchase under the platinum coverage plan. All the customers should know that Raymour & Flanigan does not have the best leather furniture out there. People don't be fooled by the name of the furniture store and waste your money on buying from them. They do not stand behind their name and coverage policy. This is totally unacceptable.