Raymour & Flanigan Furniture and Mattress Store — Attraction in Rockaway Township

I went in 10/20/24 to look at a new reclining sofa. I dealt with Ms. Morey (who was very pleasant during our interaction), and spoke with her about what I was looking for. I had a specific sofa in mind that I saw online (the Vacherie). When it came time to order it, I wanted to know the delivery time on it, and wasn't going to be until late November since it was out of stock (and currently still is). We looked through a few more options on her iPad and we found the Darlene. It was said to be delivered within 3-4 weeks of 10/20, which was perfect for my needs, and her manager assured me that it I should receive it within 3 weeks (11/10/24).

We bought it, it required a $250 deposit for some reason, that even surprised her when the person was going over our payment. 2 days later, I checked my order status (because I'm impatient like that, lol), and it stated that it would be shipped to the warehouse on 11/24/24. That was way passed the date that I needed to have it in, and way passed the date her and a manager she asked for help assured me I'd receive it.

On 10/23, I called their customer service line (helped by an Ashley) and she let me know that the $250 was because it was a special order, meaning this sofa had to be built before getting sent to the warehouse that then sets up the Delivery. I was upset, but after talking with her she gave me some options. I asked for a few days to think about it, and today I called their customer service to take her up on 1 of the options: change my order for a sofa that would arrive on time.

I called today, and spoke with another representative that let me know that the customer service can not make the change, what they can do is put in the request to the original sales rep/store to cancel my order and that she would include in the notes to refund me the $250 deposit as it was not my fault for the cancellation, but rather the misleading info from the rep that helped me and her manager. To be clear, my 1-star rating is for the store for misleading me in my original order and the extra unneeded work they caused me. When I get a 2nd review request for the 2nd sofa I ordered through their website, I will gladly give 5-stars to Ashley & the 2nd CSR who assisted me over the phone for giving the best information to be able to...

My husband and I recently visited Raymor and Flanigan in Rockaway NJ with the thought in mind of purchasing a Materess. We were greeted by a Senior Sales Consultant by the name of AnnaMarie. AnnaMarie creating a impeccable first impression, and further created an almost instantaneous feeling of mutual respect and trust. Those qualities right there, were priceless to us. A well established organization like Raymor and Flannigan, should be extremely pleased to have a person of this stature on their staff. What a difference it makes! AnnaMarie had thoughtful decor ideas. Also gave us gentle guidance, was sophisticated in her dealings with us. Making some thoughtful suggestions, then leaving us in privacy to browse. Annamarie would check in now and again to see if we needed any additional information. Thanks only to the expertise of AnnaMarie did our initial thought of purchasing a Materess develop into purchasing an entire Bedroom Suite, a lovely Living Room Table. and beautiful accessory for the bedroom dresser. If there were more Sales Consultants like AnnaMarie what a pleasure it would be to shop. How much easier it would be to make inquiries regarding products on the showroom floor. AnnaMarie gave us confidence that she fully understood the futniture manufacture, their pricing structure, their shipping procedures, basically everything involved in the entire sales process from start to finish. Including how the Tempurpedic Materess with it’s Adjustable Base and Special Order Headboard would all be expertly be timed and delivered perfectly to work out just fine without a a cliche. Raymore and Falnigan is fortunate to have as high quality,sophisticated, well educated, and extremely well spoken consultant on board as AnnaMarie. We highly recommend Raymore and Flannigan. We had an absolutely incredible experience there and are grateful for our experience. John...

We thought we had a great experience. We were in and out in less than an hour to exchange a king mattress that was showing early signs of wear. We picked out a new mattress, were upsold to a "better model" for +$600 (which we were fine with - we sleep every night, ya know?) and then picked out new pillows to go with the replacement mattress. All said and done, we went in for to exchange a king mattress, and happily spent $850 on upgrades.

Everything arrived on time, but as I went to open the pillows I realized that they were standard size pillows. I assumed this must have been a simple oversight that would be remedied by a quick exchange, but when I called to get the ball rolling I was told that THE PILLOWS I ORDERED DON'T COME IN KING. Now, why on earth would I, who came in to exchange a king mattress (the assumption to be made here is that I already have king-sized linens at home), EVER CONSIDER ORDERING SMALLER PILLOWS?

I did not get much help from R&F. It took me three days of phone calls to finally get someone to authorize a return for the pillows. To my absolute shock, there was NO acknowledgement whatsoever that the fact I was not being sold king-size pillows to go with my king-size replacement mattress should have been addressed at the point of sale. The salesperson made it clear I was just an inconvenience to her.

Overall, my lasting impression is that the salespeople will upsell you and shuffle you through your purchase as quickly as possible with a smile on their face, but once you're out the door, you're out of luck. In fact, I was told that the store has a zero return policy and that returning my pillows was an exception that causes a mountain of paperwork. I dunno, maybe sell customers pillows that match the size of the mattress they just bought and you can avoid the paperwork?

Anyway, take your...