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

Try another store in the area. R&F leaves a lot to be desired. The sales person was attentive, bordering on pushy. However, once the sale was made and her commission secured, that was the end of it. In order to arranged delivery, you have to call some third party automated number, that doesn't work, in order to get a confirmation number to prove that you've paid before anyone will talk to you at the store. They will not take payment over the phone. Living out of the area, I was trying to coordinate a delivery to a nearby summer home. I spent an afternoon trying to get this arranged. No one will even talk to you without the confirmation number, which by the way, when the system was finally working and I got a number, no one asked for. The person at the store refused to help me at all when I called back to say that the system wasn't working, but needed to arrange delivery for the weekend as we were going to be there. To bad, tough toenails. My only other option was to personally come in and pay. I pointed out that if I paid when I got to town, there wouldn't be enough time to arrange delivery this weekend. Oh, well, not their problem. At one point I said I could take my business elsewhere. She was not the least bit worried about it "If that's the way you feel, I can't stop you," was the response.

When I thought I was getting somewhere after getting confirmation number that proved I"d paid the balance I was then told that they couldn't arrange the delivery as I hadn't paid the delivery charge, which was never built into the price. I was told to go to the automated system, pay and call back to arrange delivery. Then I was put on hold and another person came on. I had to go through the whole thing again, sit on hold and talk to a third person, repeating the story. She told me was talking in circles, and not making any sense. She couldn't find my order and told me to try a different store, maybe I'd purchased it there. She could hold no more that one letter or number in her head at a time. Giving her the info for delivery was a painful process.

Seriously, give a local store, locally owned, your business. R&F is out for you money and...

Update: Rated 4 stars, Raymour and Flanigan reached out to me to correct the issue and came to pickup my table top and offered to repair it free of charge. After this experience, I feel that the company does care about its customers and will move past negative assumptions to satisfy there customers. I'm not saying they will replace your torn seat cushions or chair that your dog decided to eat while you were away, but they will follow through with legitimate claims.

I have to say that I usually never post anything negative about any businesses but this place kind of hit a nerve. I purchased a dining table and four chairs at full price with no discounts from the store and paid for a full delivery fee. I had purchased online and I didn't know they had military discount, when I called the store to ask how I can claim the discount a store associate told me it was too late as I had already made the purchase. (Hmmm, I should of just canceled the order at that point) I figured quality must come with a price, and well I didn't complain at all. 6 months later the coating in the table top is peeling off and chipping away from the table. The tech took photos and told me the repair was too much to do at the house so that they would all me to do the repair at the shop, they then called me to tell me that they believe that I must have used some other chemical that caused the paint to begin to flake off and that it will now cost me money. They proceeded to tell me there were photos of some crayon markings my child had left on the table as if the crayon marking was a contributing factor. If I used any chemical at all, those markings wouldn't be there anymore!

The end state they wanted me to pay a service fee to repair the table. I disagreed and told them I would post this review and there customer service guarantee is garbage as when they see an opportunity they will...

Purchasing furniture is very easy, they make it a pleasure to do business with them. Delivery was clearly stated, however once the couch arrived we noticed damage. The delivery team took photos while I was standing beside them and I was told someone would follow up within a few days to coordinate delivery of a new couch. When I didn't hear anything I called and was directed to call the delivery customer service number. Unfortunately, this is where I feel their customer service needs work. I was not given any clear directions and when I received the call back, days later and after multiple calls from me, it was to say that we caused the damage, cat specifically (I don't own a cat), they have no pictures of any damage during delivery. When I question that and asked to coordinate a call to talk with the delivery driver I was told that was not possible. After calling the Watertown store and working with Matt he is solely responsible for my 5 star rating. He worked with us to come to a resolution and ended up taking responsibility for the couch as well as setting up a new delivery. Thank you Matt and thank you for working in the Watertown store. Being responsible and thoughtful to your customers is priceless. I appreciate your calm manner in dealing with this issue and all that...