Raymour & Flanigan Furniture and Mattress Store — Attraction in Town of Cheektowaga

First off I’m not one to make a big stink and complain and this is my first time writing a review, and if I could give it no stars I would. but my recent experience at raymour and flanigans on union in Cheektowaga has put me over the edge. I bought a bed set from there a couple years ago and wanted to upgrade to a king. So I contacted them to see if they could still get the matching set. They landed up being able to get it so I went in to pick out a mattress. From the second you walk in you get “stalked” by a sales person. At multiple points I told them I would find them when I found a mattress I liked, But nope. After dealing with a guy following me around the store for a little bit I found one I liked. I didn’t need to be sold on the bed since it was the one I wanted, I just wanted to swipe my card and get it ordered. They told me it was about week out... landed up arriving 2 weeks later and then took another week to get it scheduled for delivery. After I got it delivered it seemed fine till 3 mornings later I woke up to the bed dropping and hitting the floor. I checked it out myself and seen when they assembled it they put it together wrong. I called that day and talked to my sales man. He gave me the whole speech that they stand behind it blah blah blah. After spending over 3000$ on a bed I hope they would. They had me call customer service and they told me it would be a little over 2 weeks. So here I am out a bed for 2 weeks. I called the store back to speak to a manager and they must of contacted customer service because I got a call from the manager at customer service saying he was going to come out. I was out to dinner and he only gave me a hour window which wouldn’t work for me. I said give me a call back the next business day and we can schedule something. Of course no call, waited a day and called the number he called me from back and got no answer. So here goes another week and my frustration is building up more and more so I went to the store. Spoke to a manager Wesley, he apologized and told me he will try and contact customer service for me. He called me back the next day and said they would come Tuesday and will call me to confirm a time. Well what do you know. Tuesday’s here and no call. So now I’m livid. I landed up fixing the bed myself which I should of just done in the first place. I called and spoke to another manager told him you lost a customer, he was in shock to that it got this far with nothing being done and was going to refund my card 150$ for the inconvience. Well a week later no refund and here I am letting everyone know how awful the service, customer service and delivery team at raymour and...

I only buy my furniture from R&F. I have purchased 3 sets over 2 decades and never had an issue. Months after the last major purchase, I realized i could use another matching end table. I was never asked if i wanted delivery, and after the purchase was complete I was told i needed to pick up the table from a warehouse not far from my house. I figured cause it was a single small table, that was the protocal. I picked up a box from the warehouse on the date given noticing it was exactly the same size as the matching table i already at my house. When i got home and opened it up, I was surprisedto see it unassembled with 0 instructions, and no allen wrench for the 20 screws. I'm not "handy" but i gave it my best shot. 3 hours later i could not get the final leg to fit, and i finally lost my cool. I called the store i bought it from, was redirected to what seemed like a call center, and asked if there was any help i could get, even offering to pay more for whatever service they could offer. There was none. My option was to return my partially constructed table that no longer fit in the box it came from, or get creative. I ended up paying my craftsman neighbor to hammer the leg in, and thankfully the crisis was averted.

My fury is never directed at low level employees. Every R&F associate i delt with was professional, and friendly. I guess the point of my story to anyone who is still reading this is to always insist on delivery. When you get delivery, whatever you order is assembled by professionals, and dropped off a few days later. Even when picking up, you end up waiting roughly the same amount of time. (Obviously if you're like my neighbor, and your stress levels are...

I would like to share an outstanding experience at Raymour and Flanigan Union Road Cheektowaga location. We had visited another location and were treated with indifference and disrespect. We had decided to drive approximately 15 more miles to attempt to share our unpleasant experience concerning a defective smart bed that we had recently purchased for a considerable amount of money. After leaving the other store, my wife and I had decided that we would never shop at Raymour and Flanigan again. After a sit down meal and discussing the situation, we decided to go to another location to share our concerns and dissatisfaction with how we were treated. We were greeted by the store manager, Laura Dicenzo, who took the time to listen and to see what could be done to resolve the matter. She was genuine and showed real concern. She politely handed us off to her showroom manager who was a mattress expert. We met Jason Bonnett who was extremely knowledgeable about all the best options. He asked probing questions to find exactly what we were looking for and what had been wrong with our current mattress. We tested multiple mattresses to find the one that would work best for our needs so that we could get the best sleep possible. We were able to exchange our mattress and had it delivered to our home in a couple days. Jason communicated everything in detail covering the smallest of details. He followed up to make sure our mattress was delivered and that we were happy with our purchase. I would most definitely recommend Jason, Laura and this location for excellent customer service. We will be back to buy more furniture. Thank you for going the...