Complaints

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ON 11/22/2020 I PURCHASED LIVING ROOM SET FROM RAYMOUR AND FLANIGAN LOCATED IN WESTBURY NEW YORK INCLUDING WARRANTY. THE TOTAL AMOUNT WAS $4036.89 , THE STORE PROMISED ME THAT ANYTHING WRONG WITH THE SET I CAN CALL AND THEY CAN SEND SERVICE OR CHANGE THE SET. THE MINUTE I GOT THE SET IT WAS BROKEN, I TRIED CALLING THEM I HAVE PROOF OF TEXT MSGS AND I EVEN WENT THERE TO SPEAK TO THEM AND THEY SAID IT IS TOO LATE. I TOLD THEM I HAVE WARRANTY AND THEY SENT SOMEONE TO MY HOUSE THAT AGREED THAT THE SET IS NOT LEVLED, THE PILLOWS ARE USED AND DAMAGED AND THE COUCH ITSELF HAVE THE SPRINGS COMING UOT OF IT. WHEN I GOT THE SET I GOT IT IN FEW MONTHS DELAY , EACH PIECE CAME IN A DIFFERENT TIME, BY THE TIME THE WHOLE SET WAS PUT TOGETHER IT WAS DAMAGED! I EMAILED THEM, CALLED THEM, ALSO TRIED TO CONTACT HEADQUARTERS AND STILL NO RESPONSE !! THEY TOOK MY MONEY AND IGNORE ME !!!!! I HAVE MORE DOCUMENTS THAT I WILL UPLOAD ASAP

  Business response

  03/04/2022

  Good evening,A technician went out to the home and we found nothing defective with the sectional. Platinum nor the manufacturer warranty cover buyer's remorse. Since we do not have a return/exchange policy and customer has had the items for over a year, we would be happy to repair any concerns the customer is having with the furniture but nothing is eligible for replacement.Thank you,Raymour & Flanigan

  Customer response

  03/10/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ********* **********  THE CLAIM WAS FROM DAY ONE , why don’t you ask the sales rep?? HE PROMISED THIS WILL BE RESOLVED !!!!!!!!! WHY ARE YOU LYING TO ME ?! I called you guys SO MANY TIMES and I asked help!!! now that I filed the complaint you want to send a tech!!! TAKE YOUR STUFF BACK AND REFUND ME!! I reached out too many times and I was ignored by you !!!!!!!!!!!!!!! Enough is enough ! YOU TAKING ADVANTAGE OF ME!!!!! 

  Business response

  03/12/2022

  Good afternoon, The customer seems to just be making demands that cannot be met and we have explained why. Purchase was in November 2020, delivery 02/08/2021 and the first claim was not filed until June of 2021. We do not sustain the issue has been present since day one of delivery, we cannot offer any refund/return, and are offering a service the customer can choose to accept or not. Ultimately, given the time since delivery, no issues being found with the product per one of our skilled technicians back on 7/1/2021 and it being 8 months further since that service, our best way to assist is to have someone come out to the home. The customer can arrange this with us by calling, chatting, or stopping into a store, but otherwise we have to ask the complaint be closed given the information we have provided here. At Raymour & Flanigan, we stand behind our quality products. We are committed to upholding manufacturer warranties during their specified time frame, and the warranty offers service.No return policy: https://www.raymourflanigan.com/return-policyNew claim number for service: ***********Thank you,Raymour & Flanigan

• Initial Complaint

  02/20/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I’ve bought a bedroom set for $3326 with a furniture protection plan for $200. My bed head constantly had issues on the left side with. I called in for service to the bed head in the same spot on several occasions with the tech claiming that it’s fixed and again I’ve called in for service as it’s having the same issue and would like to exchange the bed frame for a new one.

  Business response

  03/04/2022

  Good evening, The customer somehow was offered a replacement, but the protection plan only goes for 5 years and expired March 2021. This is something the customer needs to remain aware of in the future as we will not offer such a solution again for items not covered under any warranty. This BBB complaint should never have been filed and we ask it please be closed.Thank you,Raymour & Flanigan

  Customer response

  03/13/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and I would like to remind the business that I have opened many claims for the same damage several times in the past. Then with the onset of Covid it made it hard to want people going in and out of the house to open another warranty claim and this is something they as a business should take into consideration as well. While I reject the response made to this claim, we were able to come to a solution in person. Regards, ****** ******

• Initial Complaint

  02/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  i called raymour and flanigan and complained about 3 furniture bedroom set i purshased. the furniture needing repair because beds broke down. a tech was send to my home were tech approved furniture to be replaced. Tech took pictures of bedroom sets. I called a local store i was told nothing was on the system. they will take a claim and contact me within 24/48 hours. its been a week and i have not found a solution to my problem... Please my kids are sleeping on the floor

  Business response

  03/01/2022

  Good afternoon,We see per claim *********** that repair is set for today. We will hopefully be able to resolve the issue, or if it's not repairable the service center will call the customer with next steps if available.Thank you,Raymour & Flanigan

  Customer response

  03/01/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Regards, ******* *******

  Customer response

  04/21/2022

  Better Business Bureau:
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  I purshased 2 bedroom set which gave me a lot of trouble at first. Raymour and flanigan gave me a credit for a reselesction where i went to the store spoke with the manager mr Frank C****. I selected what i wanted and it was going to be delivered on March 15.2022. When the new furniture was delivred raymourandflanigan took the old ones. Now i receive a bill, getting charged everything No credit was given to me.

  Refund
  Regards,
  ******* *******
  
  
  
  
  

  Business response

  04/23/2022

  Good afternoon,

  The credit of $746.51 was applied to the financing account on 4/14/22. It does take a full billing cycle to show on the customer's bill. She will see the credit on the account on her next bill. If she has any questions she may contact us at **************, or contact her lender at **************. 

  Thank you,

  Raymour & Flanigan

• Initial Complaint

  02/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  One year ago I purchased $12,000. Of furniture from the Bridgewster NJ location. My salesperson is Simone. I had several issues such as deliver of damaged items and difficulty working with the store to get resolution. The business model of Raymour and Flanagan is the customer is alway wrong. Quality and customer service as well as delivery service is horrific. Unfortunately in January 2022, we needed to get additional bar stools for our new home. I could only find the match at Raymoor and Flanagan. I called Simone and ordered 4 additional bar stools and 2 additional high back bar stools. Simone ordered the wrong 4 barstools. She is now claiming that I gave her the wrong SKU number. I didn’t give her a SKU number. I asked her to order the same products I have. Resolution is very difficult. The store Manager is rude and insists I pay a 20 percent restocking fee. The Regional Manager, claimed she would speak to the store and get back to me. That was 6 days ago. I have not received a call. Store policy is the delivery personnel get paid for what they deliver. If something is delivered damaged, the will suggest the customer keep the item and work with the salesperson for easier resolution. When I had this issue with my original order, Evan, B********** Manager was told That the delivery men instructed me to accept delivery and call the store, Evan himself told me of the payment policy for delivery men. Raymou and Flanagan DOES NOT accept returns. If you have a damaged item you will be charged 20 percent to get your items replaced. I am now attempting to get this resolved. The salesperson continues to lie to her manager. My suggestion: Don’t purchase from Raymour and Flanigan

  Business response

  03/01/2022

  Good afternoon,The customer was offered a replacement to the desired stools. The responsibility that falls on the consumer would be not verifying the items that were on their receipt, and also even if the delivery team suggests keeping the items we can't force items into someone's home - customer can refuse their deliveries 100%. We see this resolved with the replacement.Thank you,Raymour & Flanigan

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩