Raymour & Flanigan Furniture and Mattress Store — Attraction in New York

BUYERS BEWARE!!! The policies of this company are written in stone! It is not on a customer by customer basis. The motto seems to be the customer is always in the wrong. I cannot recall ever having a worst experience dealing with a retail store. I ordered a coffee table from them and was given a delivery window. Toward the end of that window, I called to check and was told that it was going to be much longer than they originally promised. That did not work for me so I asked Eric in customer service for a refund. Seemed there was no problem. THERE WAS!!! I received a refund MINUS $150!!! Unbeknownst to me they have a 20% restocking fee. As bad as that is and the fact that I was not told in advance (as I have been in the retail business and make it a policy never to shop where they charge a restocking fee or stick a customer with a store credit) this item was never in their store. They order it from the manufacturer. It had never left the manufacturers warehouse by the time I had asked to cancel!!! This was not custom in any way. It was a stock item. I spoke with Eric, who passed me on to Dominic. I spoke with Dominic two or three times. He was going to get back to me within a day or two after he spoke with someone else. Eric did tell me that Dominic was a manager, so I am not sure why he needed to speak with another person, but OK...HE DID NOT CALL ME BACK!!! I had to call 3 to 4 times and leave messages. Still no courtesy of a return phone call. I finally managed to reach him. No return on the restocking fee!!! As I said. STORE POLICY WRITTEN IN STONE.!!! Would not ever consider buying anything from Raymour and Flanigan. I hope this review will help...

UPDATE - It’s interesting how I receive a response so quickly on a public facing post, and yet when I reach out to the email provided in the response to the original review I get no assistance whatsoever. Only continued assurances that “someone” is going to reach out to me. We are still without furniture and not even a call to update us on the status of our order.

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If I could give this Raymour & Flanigan store on 125th St (Manhattan) 0 stars I would. We placed our order July 9 for our mother, and set a delivery date for July 28th. On Sunday, July 26 we called to confirm delivery, after having had the city pick up her old couches. Instead of confirming the agreed upon delivery date, we were informed that the furniture will no longer be delivered because it was "out of stock". They weren’t even planning to call to let us know! After asking for an explanation, and telling them how our 52-year-old mother has no furniture in her living room in preparation for their delivery, magically the couches are now "in stock" and "en route to the warehouses." Delivery date was re-confirmed for 7/28. Today is 7/30 and my mother still doesn't have her furniture. They never called us on 7/28 to provide an update. When we called them on 7/29 we were told that the warehouse won’t have the furniture in stock until August 4th and to make matters worse there is no guarantee when we'll get the furniture. This is unacceptable. Terrible way to conduct business, go to another branch where they will hopefully be...

I can’t express how difficult dealing with these guys has been. Sure, the purchase process was an hour-long hassle in which I had to take the iPad from the hands of the salesman and enter the information myself, and then wait while three sales people figured out why the product wasn’t on the iPad, and then wait again in line to check out (what was the purpose of the dumb iPad?). But it was nothing compared to how terrible delivery was. They called me to schedule delivery on a weekday between 1 and 4 PM. At 7am on the day of delivery, they called me to tell me that it would be coming between 9am and 2pm. When I told them that wouldn’t work, there was no “I’m sorry we gave you the wrong time,” etc. Instead, the woman scolded me for being stupid enough to believe that the time I was given by the warehouse would be correct, because the warehouse is NOT the dispatcher. Silly me for believing that the person who had called to schedule my delivery was a person who could schedule deliveries. She told me that she would TRY to change my delivery to tomorrow, but couldn’t give me a time. So, I would just have to make myself available all day if I ever wanted to get my mattress. She made it sound like scheduling delivery with any amount of certainty is simply an impossibility and I am just unreasonable for wanting a 4-hour window. How can a business model...