Raymour & Flanigan Furniture and Mattress Store — Attraction in Secaucus

Unfortunately, zero stars aren't an option. I went to the Secaucus location on Saturday (8/3) to purchase a mattress. I bought my bedroom set last year and promised the gentleman that when i was ready to purchase my mattress, I would return to this location. Take in mind, I've bought furniture previously from R&F. Let me advise that just one visit can change your entire view of this store. I was dressed down (yoga pants and a shirt) and I guess because I wasn't dressed up, I wasn't paid attention too. I walked in, went to the mattress section only to see the one of the sales women (short girl w/ brown hair with blonde streaks / gray suit) acting unprofessionally. She was talking to a man that was talking extremely loud saying how's he's been drinking all day and she's laughing while either recording him or face-timing with another person. The minute she sees me, she sits on the bed sits on the bed with him, laughing and talking loud. Now, I'm there to purchase an item and not once did she say, "I will be with you in a few minutes" nor did she call someone to assist me. She then walks off with the guy. I waited 10 min and no one came around. I then approached a salesman that was helping another couple and asked if they can assist me when they are done with the couple. He said no problem, "I'll be with you shortly". I went back to the mattress area and waited for 20 min. He didn't show up. I literally raised my voice and said "is anyone available to assist me? is anyone working?" Again, no one shows up so I started walking around by the bedroom sets and there was the salesman, helping another customer. He looks at me and says, sorry I'll be with you shortly. I said, I will give you 10 more minutes before I leave this store. Then a lady that with dark black shoulder length hair, wearing a dark suite walks by my fiance and myself and doesn't help. I believe she's a manager or something. She then walks by two more times and not a word is said to us nor does she look our way. Now I'm getting upset. My fiance lays down on a bed to try it out. Another girl with short black hair in a ponytail walks by and says "comfy?" while walking by and doesn't stop to ask if we needed help. I'm beyond livid now. The salesman that had me waiting for him for a while goes and finds another guy to help me. A young guy with glasses approaches me and I ask him "sir, are you knowledgeable with mattresses?" and he answers, "yes". I explain what I currently have and what I need. I gave him my bed's model number and He says, "let me go to the computer". While he's walking to a computer, I'm assuming to use google, he stops to talk to a tall sales man and the saleswoman with a ponytail. They talk for about 15 min then he approaches the computer with his pal and I wait again for another 10 min. I started walking towards the exit and he rushed to me saying he was looking at their stock. I said, clearly there are beds in the showroom and you have zero knowledge on your products because if you did, you would have assisted me especially since i told you what i had and what i needed. Not once did he talk to me about the mattress on the floor or had me test any. He turned around and walked away. I then went to another store where i was professionally greeted. The minute I told the salesman what I had and what i was looking for. He immediately spoke to me about my current model, the model that replaced my bed and provided detailed descriptions of the beds that met my needs . He was absolutely knowledgeable and paid attention to my request. I ended up spending about $5,600 at this store. I got my bed and a few other items. That's what Raymour and Flanigan lost simply because they had unprofessional employees who didn't bother to assist one simple customer. Great job guys! You've lost a customer and I will never shop...

Allow me to show off my beautiful Raymour & Flanigan Chair Graveyard 2.0...(which I cannot do here because the site keeps rejecting them)

Yep, that's right, 3 out of 8 replacement chairs have bit the dust since they were replaced this winter after all 8 of my original set suffered the same fate.

Normally, I have zero problem with R&F goods - I've ordered multiple items in my house from them. I like the warranty, they fix most things, and the customer service is impeccable. Not so much with these chairs.

These Shelley chairs lack a cross-bar underneath to help support the block where the screws attach the frames, which means when you use them on a regular basis, there is nothing to stop the legs from moving from their location, weakening over time. After 8/8 of my original chairs suffered from breaks (sometimes with people on them - that's fun and not at all embarrassing), I contacted customer service. I was given the following choices, even though I pointed out a design flaw and had a warranty:

1). Use the original chair price toward another set of RF chairs, which was no dice because there wasn't a set that matched the table or would cause us not to go egregiously out of pocked. Plus, I needed 8, not 6 so the price was astronomical. 2). Use my warranty (which would then be invalidated) and get the exact chairs (8 total, with an additional $181.00 paid to deliver) delivered to me, with the CSRs ensuring us they would be better quality and this would not happen again.

We decided on the latter because we frankly didn't have a ton of money to spare, though I did ask repeatedly for the money for the chairs to be refunded to us because I could then look elsewhere for a better quality product. I was told no every time and was assured these would be sturdier and better.

Chairs were delivered, graveyard 1.0 hauled away, and I could tell from the get that this was likely going to happen again. They felt wobbly. The delivery folks tightened the screws for us, but no dice. Within months, 3 out of 8 bit the dust. The other 5 are barely holding on and you can hear the cracking when using them. Of the 3 pictured here, 2 have cracks in the same area as the first set, making them unstable to sit on and 1, well, this one's leg just snapped in two while my 13 YO son was sitting on it (and he's below the weight max). Fun. I now have broken chairs and nowhere for us all to sit. It's horrible.

Frankly, at this point, I just want my chair money back, so I can go elsewhere. Raymour & Flanigan provided terrible customer service, did not do anything to improve the design when told, and couldn't have been less helpful during this process. Even now, their "live chat" is not giving me options.

I just don't understand how a company that prides themselves on quality keeps these chairs on the market nor can truly help a customer whose given them a ton of money over the years (living room, bedroom, dining room furniture) fix this problem in a manner that's acceptable. I would love to speak to someone at the company to get this rectified ASAP before I have to put the chain on blast with local media outlets. I gave them a 2nd...

I purchased a mattress that was delivered on time Saturday morning. The sales and delivery personnel were great but after that all that can go wrong has. Within an hour of delivery, I started to remove tags only to notice the seams were not sewn properly and were coming undone. I notified the store early that morning (10am) and was told that they would not be able to exchange the mattress that day but I would get another call from another department to schedule another exchange delivery date for either Sunday or Monday. I stated my busy schedule for the upcoming week and asked that I atleast be given a timely exchange delivery date as to not further inconvience my family, employer and self. I emailed my concerns later that same afternoon regarding not yet receiving a follow up call. Later that same evening, minutes before 7pm, I finally receive a voicemail to schedule an exchange. I call back only to find out they are closed after 7pm and will not reopen until Monday. I called the store store and they stated they could not help me and I would just have to wait until Monday. I'm upset that the bed left the factory after inspection with such gross defects but I am even more upset to get the run around from the store. They do not value their consumers. They think this is an acceptable way to do business? Where is their accountability and customer care? I just wanted to buy a mattress and be done. Now, I have more calls to make and wait for possibly more delayed call backs. Then, I have to reschedule my events and wait for another delivery date. I don't usually write reviews but this was a noteable poor experience. It's not worth the minimal savings if you must miss out on a day of work$ to correct their errors. That why customer service matters. ** Since I last wrote my review, I received yet another defective mattress. Delivery team falsely stated that mattress was refused and in good condition. This is unbelievable but apparently they work off of commission and delivering a defective mattress works against them. We should have had videos/pics?!?! Seriously? I went in and manager JB assisted us with "upgrade." I was promised a call back and an email confirmation but this is the next day and nothing yet again. OMG this is the store manager and if this is how he follows up to customer service flaws on so many different levels how can his employees be expected to act any better. This must be a norm for Raymour Flanigan. I would not trust this company with your money and even less with your most...