Raymour & Flanigan Furniture and Mattress Store — Attraction in East Hanover

Purchased a dresser via phone and when my husband picked it up and we unpacked it - we noticed it was very poor quality and 4 of the drawers don't close smoothly and get stuck upon closing and opening. I immediately called and asked for a refund. I was unaware of their NO return policy. Had I known- I would have taken the time to go in person to inspect it fully. Called Corporate same day and was told I would get a returned call within 24/48 hrs. I never did. I called back and the representative (which I didn't get his name) was literally yawning throughout the call - I was embarrassed for him- so unprofessional. I had to go through the entire reason for wanting a return as if my previous call never took place. I had little faith on this follow up call that I decided to look for another number to call and I did and explained the entire situation again. I did get a call back within 2 hours but am extremely dissatisfied with regional managers response. All of our furniture has come from Raymour Flanigan and I've never had an issue except for this one item and manager would not agree to take back the piece. I feel if there is a NO return policy - at the time of purchase on line there should be a disclosure that states it that's visible to the consumer. Manager offered to 'send' someone to fix the drawers but that doesn't resolve my issue with the quality itself and the earliest is for them to come out would be January 26!!!. Extremely dissatisfied that this is their solution.

After 3 WEEKS waiting for someone to fix the drawers - and the gentlemen agreeing that it's poor quality and it will be damaging the drawer - they will NOT replace the piece OR refund me my money. Apparently poor quality and drawers that don't close seamlessly is up to their manufacturer's standard. They offered to give me 30% off on another piece -which is ridiculous. I don't want a dresser that wouldn't match my headboard. Needless to say - because of this very poor experience - they've just lost me and my family/friends as a customer. Which I'm sure they don't care. What a waste of my time and money with this...

To be fair to the store and the people who will come and read my review.

It was all well and good at the store, showing us various furniture, and we settled on a sofa that we liked.

The delivery/ “white glove service” definitely could use some work in a sense that their team needs to be able to communicate with the sales team directly on the given space a piece of furniture needs to be able to fit in.

When they bought the Sofa…. we were under the impression it would not be delivered assembled which was truly our own fault. We should not have simply focused more on measurements, but I felt we communicated to our sales woman our/my main concern which was that “ it (sofa) needs to be able to go up and down the stairs”

We ordered it on Tuesday, couch got here Thursday that same week. The dudes delivering our sofa genuinely did not care, and were clear that the service they provide is just to get the couch in to the spot and are not able disassemble anything.

One of them was trying to convince me to move another couch that was fine where it was to the desired area, in order for this other sofa to go in its place. That was irritating enough as part of me thinks he made the suggestion just to mark the job as “complete” versus trying to listen to what I’m saying. The guys and I had already came to the conclusion the couch wouldn’t fit so I got on the phone with our sales woman/ customer service.

Think it goes with out saying that they were unable to assist with anything immediately. Another pain point for me is the same lady that sold us the couch was basically trying to tell me where I wanted it… and she was inaccurate with her statement. Her tone on the phone translated to “I did my part and told you exactly what you needed to know.”

To sum up the experience, it was all well and good at the store…but just 2 days pass and no sofa and to have to go through the process all over again because we still need a sofa.

To summarize, I personally would never come to this store ever again in my life and I’m in my...

I will never give this place my money again. I placed an order over the phone for a split queen box spring. That part went extremely smoothly and the box spring was shipped to the store on the day I was scheduled for pickup. The day of pickup, I go to the store and receive my box spring. As I’m driving home, I realized I had received only HALF of the order. The other half of the box spring was missing. I called and the customer service rep informed me it was their error and that although I was only charged for one piece I would have to purchase the other half of the split box spring at full price. No exceptions. She then told me they had another one at the store they could sell me so I wouldn’t have to wait for another one to come in and I could come pick it up. When I went back again to pick up the rest of the order, I was informed that the one they were giving me was the floor model. I asked again about getting a discount since it was their error and now I wasn’t even getting a new product and they refused. I reluctantly made the decision to just purchase and be done with it. It was my second trip to the store, and my mattress at home was already off the bed frame ready for the box spring to be placed. Not only did I receive poor customer support, I am flabbergasted that the sales rep on the phone would think that I wanted to purchase ONE HALF of a queen box spring!?!?!?!?! Did it not occur to him that it was odd that I prefer just half!?!?! Didn’t even question me. The only thing that gives me peace of mind is that it is just a box spring. I DO NOT recommend this place to anyone who cares about quality, services, or treating customers with dignity and respect.

UPDATE The manager of the store contacted me via email and followed up with a phone call. He was extremely apologetic and understanding and offered to refund me for a portion of my payment for the floor model box spring...