Raymour & Flanigan Furniture and Mattress Store — Local services in Avon

We bought a mattress and chair from R and F, Avon, Ct., end of Sept, 2024. We elected to 120 day sleep trial by purchasing the plan. Well, the mattress was not what we expected. Not R and F fault. After 60 days, we went back to R and F, Avon, Ct to exchange. From the beginning, R and F was not receptive. We were told that only a manager could process the exchange. (Why?). Their attitude was that this was an inconvenience. It took us some time to pick a new mattress but we felt as if we were rushed by Kelly. We were aware of the policy that we now have to pay full price and that we had to now pay for delivery but why? R and F offer the exchange, which we paid for, but then treat you poorly by not treating you the same as first time customers. It's like R and F punish customers when they make an exchange. Kelly, the manager that was with us, seemed distracted and indifferent. Overall, not a great experience. Probably will not go back. This is just one couples experience and opinion. We would like to add that both times, the delivery teams were EXCELLENT. Very professional, kind, receptive and careful. Additionally, after 3 days of the new delivery, the return was not credited to our account. I had to make 3 phone calls that took approximately 45 minutes to complete. For some reason, R and F never bothered to post the return. If I had not made the call, it never would have appeared on the account. Very poor service. The return was for over 2K so it really mattered. Also, the bank that does the financial handling for R and F is TD Bank. Not the easiest or the best to deal with. They have a load of legal problems as they just paid a huge fine to settle legal problems. Not the best in customer service nor are they quick in posting payments. They post purchases immediately but payments take days. They told me it takes up to 5 days to update the account. Fortunately it's paid off and we will never deal with them again, TD...

Huge disappointment, I have purchased items from a few of the Raymour and Flanigan stores and always been satisfied. I bought a cantilever umbrella several months ago. I purchased the extended warranty. Unfortunately, the crank assembly cracked and I reached out to find out how to exercise the warranty. When I called I was given a number to text pictures of the damage to determine if it qualified. They informed me I would be contacted in 24-48 hours with the result. I took the pictures and sent them in. I waited, no call back. I called a week later, and was told to resend the pictures. I did. Days went by, again no callback. I called in and was told i qualified, but needed to make an appointment with a manager. I met with him and went through the process to obtain a credit. There was a similar floor model available, but I couldn't fit it in my car. The manager told me they could recommend someone (not an employee) who would deliver it for about 150.00. No mention of bringing the broken one back. I got a truck a week later, went to the store and the floor model was still there. The manager told me the exchange (not the credit) needed to be redone, As it had been removed from the system. Then he asked if i had the damaged one. When I explained i disposed of it he informed me that it was "assumed" i would need to return it. However, It wasn't mentioned when we discussed me hiring someone to deliver the floor model. Was it assumed I could bring it back myself?. When I voiced, my displeasure he told me he would call someone and call me back in a few hours. That was several days ago. Now I have no umbrella, no credit no callback (x3) and no refund for a warranty that I qualified for but was not...

We purchased a mattress in June, but per their 90 day trial policy, we decided to return it and choose a new, softer mattress. The initial purchase and return/replace experience was great. The reason for four stars was the delivery process. We purchased on Sunday and was told it would be delivered on Thursday. Called Thursday and was told that the Thursday delivery was never set up, but I was told it would be delivered on Friday. When I called customer service on Friday, I was told it was not on for delivery Friday, but was scheduled for Tuesday. No one had called confirm that we would even be home Tuesday. I did receive the notices via text with a time window for Tuesday. On Tuesday, I received the link to follow the delivery van on Google. The red dot that was supposed to be my address was no where near our house. I called the service center, as this had happened with Raymour and Flanagan twice before, with the exact wrong address. I even had warned the sales manager at purchase. Nothing changed until I got a very confused call from the driver. I gave them the correct address and he delivered and took the old mattress no problem. I don’t know why this keeps happening. It was not the drivers fault, as it has been a different person each time being given the wrong address. It wasn’t even in...