Raymour & Flanigan Furniture and Mattress Showroom & Outlet — Attraction in Town of Henrietta

Once known for quality furniture no more. Its literally garbage. Down to literally selling a several thousand dollar mattress alongside an expensive adjustable frame. Ridiculously being told breaking it in, and various other bs. As a result, it obviously destroyed the mattress in a manor I've never seen in my lifetime. Want to hear about the couch disaster too? That's even better. Service was TERRIBLE. Took forever. Only for the man they sent to "fix" couch, a (mere month after purchase ) to show up, basically say it's a known issue and it can't really be fixed. He was also training a kid , and he was being a jerk to him directly in front of people. And then refused to finish what would take him less than a few mins. After showing up late as well. Starts to pack up and I asked why, as he hadn't done the other side. He claims they only put 1. So i call and make Another appointment then? Well, it took more of the 10 mins to bark orders rudely of thing's he obviously knew hed need.and wasn't even showing the guy in training , despite giving him no explanation nor guidance how to do it.Which is still inside my house. So it would take a few minutes. He refused. And became ruder. I was flabbergasted.The poor trainee even held back, away from his view or earshot and said he felt horrible and apologized for the way he was treating customers, especially in their own home. I said no need. He was being just as rude to him too. He was more worried himself as he was new and that is not how how he feels or agrees with. I guess looking back,, Im honestly shocked he said it "cant " really be fixed ... Huh? That it's garbage quality. Within a month or so though? We ended up bringing it back. For the privilege of picking something different and paying the difference.. Fun fact: turns out, that there mattress doesn't work for adjustable. . Like I hadn't already Think they cared? At the very least honor their own warranties. It's simply Not the company it was 20 years ago. You're better off...

TL;DR- While I appreciate management making it right, I would not shop there again.

We shopped here on a whim in mid October. They have a HUGE selection of furniture that is set up in a mostly organized way. A salesman met us at the door and pointed us in the right direction. Although he was helpful he did not stay near us as we shopped and was hard to find when we had questions as the store is so huge. Right off the bat we found a sectional sofa we loved. We spent the next few hours trying to find chairs that would match (and we were left to search on our own). We finally found a set of manual recliners that matched almost perfectly. We showed our salesman which chairs we wanted, placed our order and put down a large deposit (we put down about 1/3 of the total but that is not required). Most of the pieces were on back order so we opted to wait until all the furniture was in stock to have it delivered. Delivery was today and they brought half of the sectional (other half on back order and will be here next week) and two chairs that look the same and are from the same collection but do not recline. We specifically picked out recliners. I called customer care as soon as I noticed which was unfortunately after the delivery drivers left. They transferred me to the salesperson I worked with who explained that I was not charged for recliners and that he would swap them out but I needed to pay the difference. I was under the impression at the store that the chars we sat in (which reclined) would be the chairs we purchased. Our receipt said brown leather chairs (which they were). I did not realize at the time that the salesman charged us for the wrong chairs. This was his error and he was rude to me on the phone. I told him I would like a full refund and for the furniture to be picked up and taken back. He involved his manager and we came up with a solution that I appreciated. We will be keeping the furniture but this was not worth the headache. If I could do it again I...

Dear Raymour & Flanigan Customer Service,

I am writing to express my extreme dissatisfaction with my recent shopping experience at your henrietta NY store. Today, I visited your store to purchase a lift chair for my father. After contacting your store by phone, I was placed on hold for the entire duration of my drive from Greece to Henrietta. (As I had been referred by you Greece sales associate to check with Henrietta.)

Upon arrival, I observed several sales associates congregating and sitting on furniture while on their personal phones, seemingly unengaged with customers.

After finally locating a representative, I explained that I had been on hold for an excessively long time after being asked to hold for only a brief moment. To my dismay, the associate responded by saying, "That's okay." This dismissive response further compounded my frustration.

I believe that it is essential for businesses to prioritize customer service and ensure that their employees are attentive, helpful, and empathetic. My experience at your store has left me feeling frustrated and disappointed. I had a similiar experience with a rude associate years back and decided to give your store another chance. Needless to say, I will not be returning in the future. I was able to find a lift chair on Amazon for a third of the cost and it will be delivered within a week.

I hope that you will take steps to improve your customer service and inventory management processes to ensure that customers have a more positive shopping experience in the future. Thank you for your attention to...