Raymour & Flanigan Furniture and Mattress Store — Attraction in Paramus

As a loyal customer of Raymour and Flanigan for over 10 years, I’ve furnished everything from my first apartment to my office and my first house, spending well over $25,000. I even have an additional $5,000 in pending purchases, which I’m now reconsidering.

Throughout the years, I opted for the protection plan, believing it to be a smart investment. I’ve used it twice before with great success—quick repairs and reliable service. Unfortunately, my recent experience has been frustrating and disappointing.

In August, I attempted to schedule a service claim for my dining room chairs with collapsing cushions and a couch that leaves metal bars digging into my back. Getting in touch was nearly impossible. After multiple attempts to call and fill out online forms with no response, I resorted to the chat feature on the website. After an hour of back and forth, I managed to schedule a service appointment for September 28—about eight weeks after my initial call—during which time I was left with unsafe furniture.

When the technician arrived, he was incredibly unprofessional. He entered with a dismissive attitude, flipped over my chairs without explanation, and rudely insisted that the issues I reported were “normal” for four-year-old furniture. He stripped screws and damaged the chairs while attempting to fix them. He refused to service our couch, stating he had already reached the maximum number of items allowed, despite my having two separate service tickets. Even after we explained this, he only briefly glanced at the couch, took a photo without addressing the actual issue, and left after just 7-10 minutes.

After the technician’s visit, I waited a week for a follow-up but heard nothing from the service department. When I visited the store, I was informed that sales and service are completely separate entities. The customer service representatives were helpful and tried to advocate for us by sending an email to the service department. We also spoke with the store manager. While he was sympathetic, he was ultimately unable to help us as service is separate.

Five days later, we still had not heard from the service department. I tried calling multiple times and was unable to get anyone on the phone or receive a call back after leaving voicemails. When I reached out to the store again, they were able to pull the claim online and I was told that the damage would not be addressed because the chairs had stains. Despite the legs and cushions being broken, they claimed they couldn’t do anything because of stains, even though the plan covers stains.

I’m appalled at how difficult it has been to access the protection plan I paid for.

After this experience, I cannot recommend Raymour and Flanigan.

Their furniture, as admitted by their own staff, is apparently expected to fall apart after a couple of years, and the customer service has been deeply disappointing.

I will not be purchasing...

If I could give a '6 Star' rating, I would. My partner and I could not have asked for a better experience... thanks to Gaith Shashati (Paramus Store Mgr).

We purchased a sofa from another Raymour & Flanigan, about 4 years ago (and in addition, also purchased the 5 Year Platinum Protection Plan). A few weeks ago, we noticed that the sofa we bought 4 years ago, was showing some uneven wear, as it pertains to the footrest/recliner area. The recliner footrest frame was beginning to warp, causing it to pull away from the sofa. I submitted a Protection Plan claim, online, providing description and photos, of the issue. The Service area scheduled an appointment to have a service rep come out to assess/fix the problem, however, the morning of our appointment, we received notification that the service tech had reviewed our photos, and concluded that our sofa was not repairable. As a result, we were given the option for a replacement of the same sofa, or credit towards another sofa.

So, fast forward to today, where we had a scheduled appointment to meet with Gaith Shashati (Store Manager), to proceed with the 'Reselect' process, which we decided to use the credits from the previously purchased sofa, to purchase a different/new sofa.

Gaith was AMAZING! He made this process so easy/professional/accommodating for us. We already knew which Sofa we wanted, from previously visiting the store, looking for a replacement sofa, which would fit our living room space/needs the best. Not only did we end up with a beautiful new sofa, we also decided to get the matching recliner chair. Gaith worked out all the numbers for us, where all we had to do was decide on a delivery date. :)

We couldn't be happier with our 'reselect' experience, with Gaith, and the two new pieces we decided on.

To take it one step further, my daughter, who is moving from NJ to NY, was looking for furniture at a Raymour & Flanigan, closer to where she currently lives in NJ. She had gotten a pretty good deal at that store, however, when I shared with Gaith that I strongly keep encouraging her to get the Platinum Protection Plan, he quickly offered to help my daughter with her purchase. He showed me the set that she was looking at (at a store near her), which was staged at the front door of his store, and said that she could reach out to him, as he would help her get the best price, and from our experience, she would definitely get the BEST SERVICE.

Needless to say... we are, and will continue to be, repeat customers! Thank YOU Gaith for all of your kind...

I never write negative reviews but this store and its workers don’t deserve your time or money! All they care is about getting your money and then not providing the proper customer service if you run across a problem. We have spent a good amount of money in the past with them but this time we had such a bad experience that they have lost a customer. First of all, their “return” policy is ridiculous. How can a store not be able to accept a piece of furniture back after it’s been “delivered”. Major furniture stores have a 30 day return policy but Raymour and Fanigan cannot work with you if the furniture does not fit or work well with your space. Cannot even provide some sort of credit if they can’t refund your money. Plain ridiculous. We were planning on getting a second Tempurpedic mattress from them.

Also, the salesperson that goes by “Abby” was all smiles and “nice” at the showroom trying to get our money and make her commission but once we called to report a problem her true colors came out! Glad we didn’t buy the mattress that night from her! She was loud, rude and very short with responses and all she kept saying was “you signed the receipt and it’s on it”. The fine print about this was never told to us either by Abby or the customer service person who was charging our card. If we would have been told about this return/refund policy we would have never bought the items. Like I said, they have lost a good customer because I will never be buying from them again. I hope Raymour and Fanigan can do something about this for us or do a better job for other customers in the future. Exceptional Customer service should be a priority for them not taking your money and leaving a dissatisfied customer especially...