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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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I bought a micro fiber couch and love seat from raymour in Oct 2009. The couch is falling apart. its not even a year old. The first tear i had in the seat cushion it took them a 3 weeks to get the part in then other 2 weeks to schedule an appointment with the warranty company. I paid a good amount extra for the warranty. Then again i had another tear they came out in a week looked at it took pictures said they had to order the part. it took 3 weeks again to get the part then 2 weeks to have them come out and say they order the wrong part! I went back and forth with the warranty and the actual store I will never buy anything from Raymour and Flanningan again. Incompetience at its best.
I just ordered some sofas, end tables, and a cocktail table. along with a dinning room table it cost me almost $4000 dollars, and the person who delivers the stuff broke the the glasses for the end tables, and never brought the cocktail table, I've been calling and no they are saying investagation(for next day complaint, i find very odd, , and how long i have to wait to complete my living rm, should i return all items?), with no time frame on when they will redelver my missing and damage itmes! what the ### kind of service are they providing, , , to high in $$$$$ for the messed up service they provide.
still waiting for them to complete my order
SHAME ON YOU RAYMOUR AND FLANIGAN! CUSTOMER SERVICE IS SOMETHING YOU ARE GREATLY LACKING IN. WITH THE 300% MARKUP THAT YOU HAVE ON YOUR FURNITURE, ALONG WITH BEAUTIFUL STORES, YOU SHOULD SERIOUSLY LOOK INTO CUSTOMER SERVICE INSTEAD OF MISLEADING YOUR CUSTOMERS. I PURCHASED FROM YOU KNOWING THAT YOUR PRICES WERE HIGH, AND WAS SADLY DISAPPOINTED. NOT MUCH YOU CAN DO TO MAKE ME A REPEAT CUSTOMER...I WOULD HAVE BOUGHT A BEAUTIFUL BEDROOM SET FROM YOU BUT I'M SURE I WILL FIND SOMETHING EQUALLY AS BEAUTIFUL AND HAVE SOMEONE TREAT ME WITH RESPECT.
I purchased a bed frame, sofa and wall unit for my new home from Raymore and Flanigan. The sofa was a custom order and it came in early, I was thrilled.
Delivery Attempt 1: I got a phone call at 7:00 to tell me the wall unit was not going to deliver this week. There was a PROBLEM WITH THE GLASS DOORS. But all other pieces will deliver.
Delivery Attempt 2: They sent two people to my home NEITHER SPOKE ENGLISH and therefore could not communicate with me. THE WALL UNIT WAS SCRATCHED ON THE FRONT CENTER. The deliveryman wanted to leave the product and tried touching it up with a sharpie marker and telling me it was okay!
Delivery Attempt 3: I was promised to be the first delivery at 9:00 am. At 10:00 I called customer service and was told they were in traffic near my home. I looked at google’s live traffic to see that there was no traffic where the customer service person claimed there to be traffic. Also, I asked if the drivers this week will be English speaking and the woman answered me saying since she is bilingual if I have problems communicating she is more than happy to translate via the phone. IN AMERICA, DEALING WITH AN AMERICAN COMPANY, I EXPECT PEOPLE TO COMMUNICATE IN ENGLISH. ESPECIALLY WHEN THEY ARE SENDING PEOPLE TO MY HOME.
I called the manager whom told me they messed up the delivery schedule and I would have wait for them until 1:00.
Customer service is polite and quick to answer. But they just tell the customers what they want to hear and then do what they wish while on your clock.
Unless you have all the time in the world to wait for them to get their act together I would never buy another product from them again.
I received my Leather Sofa Set and i expected the chair to be reclining because that's what they showed when i placed my order. I called the Store 5 Times and I could not speak to the Sales Person. Then I called Toll free Customer Service. They said someone will get in Touch with you ASAP. It's almost 2 weeks and heard from anyone yet ! Don't waste your time and money buying at Raymour.
we purchased our dining room table Jan 18. by May 18 it was bubbled and cracked. Raymour is blaming my husband and I for the damage because we got the table "wet. This is their way around taking responsibility for their very poor quality and customer service. Insurance is a scam.
There is Quick discoloration random holes appearing under cushions already had a technician come and check it out and it still continues they aren't even 2 years old and when I asked again they said the technician will have to take a look again
The new bed Raymour and Flanagan delivered brought carpet beetles into our home. This is very disturbing and uncomfortable. They nest in the warehouses and came in on the wood. Not sure how to go about getting any response from the company. 5000$ should buy furniture with NO pests!
Even though I am being helped by customer service it's a shame that the bed cracked . It's a safety concern as my daughter can't sleep on it
#MAHAR24328:
That's me case Id
I will never buy furniture again from you guys again . I spent almost 12 k and yet this happened
Rohit Mahajan
155 Jefferson Avenue
Hasbrouck heights
New Jersey
[protected]
Purchased at the Jersey City outlet. The date constantly changes. I see reviews indicating purchase and received dates before me. I have called repetitively. I am reaching out to a lawyer for help.