Raymour & Flanigan Furniture and Mattress Outlet — Attraction in Paramus

I'm so disappointed with the service at this Raymour & Flanigan Outlet. I've purchased more or less all of my furniture for my house at Raymour & Flanigan over the years. Most recently, we purchased a living room set & a new bed at this particular outlet. The living room set was mostly fine, but one of the end tables was missing a small piece which took several months to replace. The bed however has been a struggle since day 1. The day it was delivered, the delivery men came hours before the delivery window. We were not home at this time and rushed to return home as they said they wouldn't deliver the bed to us that day if we missed them. I was 8.5 months pregnant and missing the bed delivery was not an option. We were a few towns away having our car seats checked by the state police. We made it back, and they delivered the bed, however they hit the door frame to our bedroom and caused a huge dent. The delivery men after some conversation said they would report this to their superior, which to their credit they did. We were given a credit for the damage, but this took immense follow up and again, several months. The bed has been another headache. It is an adjustable bed, and the base has stopped functioning twice in less than 1 year. On the second time a replacement was needed and it was brought our attention we were not under warranty. The thing is we 100% should have been under warranty. We have the packet for the warranty. We made a deal with their sales rep, who is of course no longer working there, to be at a certain number with all taxes, delivery and the warranty.... They can't do anything about it at this point, they told my husband that once the sale is completed nothing can be changed. Then they told him our sales rep probably gave us the warranty to review the info. We bought the stuff same day, why if we can't purchase the warranty after the fact would the sales rep give us info on it? ...... So with nothing resolved there, we have received the new adjustable base today and the delivery guys put a HUGE scratch down our hallway floor. I've been working with Raymour & Flanigan for all of my furniture needs for almost a decade now and never had the issues that I have with this particular branch and their delivery. To say I'm frustrated and disappointed would be an understatement. Don't...

My husband and I went to Raymour & Flannigan bc we were looking for a bedroom set and wanted something that was in stock/ available for quick delivery. Sheila Wade was the first and only salesperson to approach us when we entered. She immediately introduced herself to us with a smile and lots of energy.  We knew what we wanted to get but also wanted some time to look around by ourselves. Sheila was able to tell just that, so she directed us to the bedding area, gave us a little time to ourselves and said shed be back to answer any questions and help in a bit. She did that. She answered all of our questions with every piece we asked her about. She was honest and upfront. It came to a choice between two beds and we couldnt decide. We asked Sheila for her honest opinion and she directed us to get a bed that we love. What she said was 100% correct when we thought about it. After we decided on the bed, we said we wanted to just  look at livingroom sectionals, so she then again directed us to that area and gave us some time. After a little bit we actually decided that we liked a piece and wanted to purchase that as well. Knowing that we had not looked throughout the store entirely, she suggested that we go downstairs because she didnt want us to rush into deciding and also wanted us to look at all of our options.  I AM SO GLAD WE DID bc we found a wonderful set that was so much better than our original choice. Right before we were going to complete the paperwork she stopped and said "wait, I want to check the cushions for you first". We didnt know what she meant, but she was checking to see if they were reversible or not.  We didnt even think to check for that. Sheila went above and beyond to help us find what we wanted! She made us feel welcome, made us laugh and helped us make the right decisions for our new place. We even talked about her nephew who plays college football at Stanford who she is so very proud of. The way she talked about him let us know that she is all about her family which is exactly like us. Lastly, she walked us out with the sectional pillow to show us the color in natural light and to make sure we knew exactly what we purchased. Overall we had an excellent experience at Raymour & Flannigan because of Sheila Wade and we are 100% going back there for the rest of...

Night manager (male) worked today 12/15/20 does not understand what customer service means. Night manager would not even meet with me. Despite my requesting to speak to him to resolve a minor issue with a floor sample table. I just purchased a living room set on Sunday 12/13/20 from Marina, (Marina was a doll), I was told the floor sample item could not be delivered and needed to be carried away. So I returned today to buy the table and take it home.

If I purchase the item, I have to pick it up at certain hour 11am to 6pm when their associate is available to wrap and load my car. I explain to sales lady I can't come at those hours bc my two elementary age kids are doing virtual school. And I have childcare issue, as my husband does not get home until 6:30pm. Furthermore, if I bring kids with me, I cannot take the table with me because I wont have the space.

The manager continued to address his colleague instead of speaking directly to me. Even though I went downstairs to speak to him instead of him coming to me on the second floor to address a paying customer's concern. The manager finally said he would deliver the item for an additional $79. $79 for a table that cost $120. He said he could not add the item to my previous order so I dont pay additional shipping. Remember, the sales associate today and Marina both stated, "Raymour and Flanigan does not ship floor sample items anymore."

I remember back in the days when managers and supervisors were hired to trouble shoot and find solutions to help their customers. I am so disappointed, I just want to cancel my 2k order from Sunday. I see why Amazon and Wayfair are taking over. Because no paying customer has the time to deal with nonsense. Today's experience was like walking around in a circle; no solution in sight.

12/17/20

My salesperson person, Marena called and was able to coordinate purchase and pick up time for the sofa table. The kids are happy, watching tv is much easier now then when it was on the floor. Marena updated me on status of the 2 reclining sofa I purchased. A little disappointed delivery was pushed back but it's out of our control. I will pick up a few lawn chair so the family can watch tv while we wait for the furniture to be deliver.

Thanks a...