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

In August I ordered a dining room table and chair set, as well as an entertainment center. I have had nothing but issues with both.

I waited 2 weeks for the table to come in. I came home and assembled it, only to discover one of the chairs was wobbly. I called the store and was told it would be another 2 weeks to get a replacement. Then 3-4 weeks went by and they finally called me to let me know it had come in. I didn’t need the chair until this week for Thanksgiving so I left it wrapped up. I just unwrapped it to assemble it and there are no screws to put it together! I called the store and was told to call the service center. I called there and was sent to a voice mail. I’m still waiting for a call back.

My entertainment center took 5 weeks to come in because it was “special order”. When it arrived the entire left side was smashed in. I called the store and they told me to bring it in and they would order me a new one, which would take another 5 weeks. I asked why it would take so long since the shipping label said it came from Illinois and the product had a manufacture date sticker from early 2019 so clearly they weren’t made to order. They said that I was mistaken and that there was no way to expedite it. I said I just wanted a refund and told them I had unboxed and unpackaged it so with no packaging, a broken side, and the entertainment stand weighing 200lbs+ there was no way I could get it back in my truck to bring it in. Only after I requested they have it picked up did they even offer a resolution.

Throughout this entire process there has been no apology made for my inconvenience, no offer to give me any discount or credit toward a future purchase, or any sign that they care at all that their customer had so many issues with one order. I will never shop at Raymour & Flanigan again. As a manager in retail I understand that issues happen and mistakes can be made. I don’t expect perfection every time I make a purchase or go shopping. I do, however, expect excellent customer service especially when the purchase was for over $2,000. An apology for my inconvenience would have gone a long way in...

DO NOT PURCHASE ANYTHING FROM THIS STORE!!! They do not care about their customers everything is about a sale . I purchased something in December that was broken when delivered . I informed the store manager and was advised what I brought had no warranty . I was confused because I was not told This when I was in the store . The sales person changed my contract after I left the store writing as is . The contract was pulled and verified no signature on the second contract! The manager advised they would Honor it and fix my fireplace . This was in December! I called and went to the store several times between December and March ! In March someone finally came to look at my unit and advised it was broken and would be replaced . Meanwhile I have been paying $179.00 every two weeks for this purchase . Finally two Days ago Jim the manager states they will Refund the money of the fireplace because they do not have another it has been discontinued’! The leasing company would send me a check or credit me . I called the leave company today and they stated they have not spoken to Raymours! They have no idea what they are talking about yet my pick up is set for next week ! I came to the store to speak to a manager and all Of them are sitting in the office and will not come Out to speak to me / everyone is walking past me as I sit on their couch ! This is the worst customer service ! I was told by the female manager well we are giving you the money back some people Only get credit / I understand that however the 7 months of high interest for a defective item I asked to be picked up the day after I got it in December is uncalled for ! And I was advised there is no corporate office to Call to...

WARNING - Read This If You’re Getting Delivery.

This message is more about Delivery. As for inside the store, Jay has been amazing to work with!

For delivery, there seems to always be something.

The other month we had a $5k couch delivered and they scratched our ceiling. I didn’t see it until after I had signed and they left.

This time, we had about $2K worth of product delivered.

Since it’s snowing - I snow blowed the driveway and put some salt down. I also made plenty of room inside the garage so they could easily set the items and swap shoes before going inside the house.

However, once they arrived, they informed me that they don’t take shoes off or put dry ones on.

So for this whole delivery, they kept going in and out with their shoes on. Tracking a whole bunch of snow and salt to multiple floors of the house, all over our wood floors.

Leaving me and my very pregnant wife to clean everything up. Even after sweeping and vacuuming and wiping down the floors, we’re still finding residue.

Some of it even under the large furniture items they were moving and set down. Including video here to show as example.

And, they smelled like they had been smoking.

With all that said, I would hope that for purchasing thousands of dollars of furniture and paying for delivery, the process would be much better. Even to have better guidelines for bad weather days.

As a customer, I would expect you to get your delivery people a second pair of shoes that stay dry that they could slip into.

I don’t think any of this is an unreasonable ask and hope you treat your customers better in the future after the...