Raymour & Flanigan Furniture and Mattress Store — Attraction in City of Saratoga Springs

I would put zero stars if possible. I will first start with the good. Craig, the salesperson at taft was one of the best salepeople we have ever dealt with. The delivery driver was so kind and apologetic for forgetting the hardware to finish assembling the table. We were so pleased with all the customer service at this point that we weren't even upset. Things happen. We were told we would receive a call that night(Thursday March 25th) to schedule something for the next day to finish assembly. We did not receive a call until Friday morning around 1030 from someone named Donna who should not be allowed to deal with your customers. All the positive customer service went out the window when this woman was brought into the picture. We were told we would be "priority" but not until the next day. Meanwhile, our table was sitting upside down on our kitchen floor. We had dinner plans Friday night so we asked if we could just get the hardware ourselves and assemble ourselves (something we paid $100 extra for), and she said that was fine. We show up at taft in saratoga where we bought the table and no one has a clue what's going on. We are finally told that the hardware was in COLONIE and the soonest transfer would be Monday. Apparently Donna assumed we would just know to drive to Colonie (from Fort edward, mind you) without being told. At no point have i ever stepped foot in the colonie taft store. And the cherry on top... one of the chairs was delivered with a screw sticking out from the top. I informed Donna of this as well as the fact that my 5 year old child cut the bottom of her leg on the screw, to which her response was, "well is it sticking up on the seat part?" OBVIOUSLY, it was the seat part, and what difference would it have made?! A screw shouldn't be sticking out, period. I NEVER ONCE received an apology from this woman, just attitude and the feeling that we were a huge inconvenience. We were told we could swap the chairs out ourselves at the same time as grabbing the hardware and that wasn't an option at the time so we just got a "well nevermind, scratch that". Of course, how convenient if WE traveled all the way to colonie instead of them traveling all the way to us.

AND IT GETS BETTER. So we were told we would be priority on Saturday. I had plans at noon. At 11 Saturday morning, not Friday night like I was told, I finally receive a phone call, missed it, had to call back. The woman on the other end couldn't find our order. After being put on hold and waiting, im finally told that someone called to just inform me the driver would be here between 1230-3. Now mind you. Ive already waited all morning for a time, and then I need to sit around and wait ON A SATURDAY, until 3! I of course was not going to be home so I said I'd leave the chair on the porch, and the driver can swap the chairs and leave the hardware. We assembled the table ourselves.

No apology, no nothing. No offer to refund AT LEAST the assembly fee since we ended up doing it ourselves. No compensation for my daughter cutting her leg. It is very difficult to not call and have someone come take this table back so we can spend our 1200 dollars elsewhere, but I can ABSOLUTELY assure you, if this is not handled, we will never spend another penny in your stores again, nor will our...

I was totally disappointed with the service I received from Taft Furniture in Saratoga. We went in on a Friday night, My Boyfriend, My daughter and I to pick up a bedroom set - I needed the Bedroom set to be delivered to me before the following Saturday, as I had company coming in and had no bed for them to sleep on. They told us the delivery would be the following Friday and that the mattresses would be coming in the day before (which made me a little nervous because I wanted to make sure I had the furniture before my company came). We made plans with my other daughter to take the day off on Friday so that she could accept the furniture delivery, as they said they would be calling with a 3 hour delivery window. I received a call the following Wednesday at 2:31 PM telling me my furniture would be delivered on Thursday between 9 and 12 (the next day)! When I told the woman on the phone that there was no way I could have the delivery on Thursday because they told us Friday and I had no one at the house to accept the furniture, she said if she couldn't do it on Thursday they would have to deliver it the following week!! Well that wouldn't work, as I have company coming in on Saturday with no where to sleep. I than called the Saratoga office and explained my dilemma - they told me that the paperwork said that it would be delivered on Thursday! The salesman however, said Friday, all 3 of us heard it. So there was nothing that they could do. After speaking with a Manager she did refund my $49.95 delivery fee. I found someone to come to the house and sit so that I could get my delivery on Thursday (which was not easy, at the last minute!) Thursday comes and they deliver the bedroom set around 10:30 am, I get a call from my Stepdad at 11:00 am who informs me that they forgot to load the hardware on the truck to put the bed together, they would have someone come back later with the hardware to put the bed together. Being I had to scrounge around at the last minute to find someone to sit at the house, my stepdad was only available until 12:45 as he had an appointment. I called and spoke with the Delivery dept. and was told that there was no way they could get the hardware there by that time, we worked it out to where they are going to drop it off at my Work (thanks to Ian) and We will put the bed together when I get home. Just so very disappointed with everything that happened! I always shopped at Taft in the past, not sure I will...

This was my first couch purchase and the experience has been truly awful. I will never shop at Raymour & Flanigan again because of faulty furniture, awful customer service, and the hours of time I’ve spent trying to fix this.

I bought a couch that was delivered broken. After multiple calls and a service visit, I was able to exchange it for a different one. I found a replacement couch and thought the problem was resolved. However, I found out that Raymour & Flanigan charged me for both deliveries, which is not right since the first couch was broken. After several more calls and being told it was policy to be charged both deliveries (I have not been able to find this policy online), one of delivery charges was removed.

Once the replacement couch was delivered, I found out that Raymour & Flanigan charged me for both couches! I called several times again before it was eventually fixed. At this point I asked for an inconvenience discount given their multiple errors and was offered a $100 gift card. When it arrived in the mail, it was only for $50. I called again and was told they had no record of the gift card and I’d have to call the store to talk to a sales agent. Another phone call! I tried to explain the situation to the sales manager and was told he’d have to call me back because it looked like I had a $50 credit at another store. Upon calling me back he said the $50 credit would be added to my financing in one of the next two billing cycles. I asked how this credit appeared but he did not care to explain it and just said to call him if it didn’t appear. Before hanging up I asked if I could return the $50 gift card and have the amount credited to my financing as well, because I will never be shopping at R&F again. He said gift cards cannot be returned.

Two months and two billing cycles later– that $50 credit was NOT applied. Needless to say, this is A LOT of time and effort for a mere 2% off my total bill in exchange for the many hours of my time. I have spoken to many mangers and customer service reps and no one is apologizing for the runaround I have been given or have even tried to make this right. Zero accountability. I’m appalled the customer service is so disjointed from the call center to the different stores – there seems to be no one system being used. It shouldn’t be this hard.

UPDATE Since posting the review, I responded to Raymour & Flanigan's reply and they immediately...