Raymour & Flanigan Furniture and Mattress Store — Local services in Brick Township

Hi. We purchased a sectional couch from the R&F store in Brick, NJ on Rt. 70 & as excited as we were to receive our new couch I have to say I have never been more disappointed in a company until now. Our couch was delivered & it was the complete opposite configuration that we had spoken to our salesman Jim about. We gave about 2 whole hours of our time going over what exactly we wanted & needed for our living room & to pay that kind of money for a couch to be wrong is disappointing, to say the least. We contacted R&F to find out what can be done & after getting literally NOWHERE, we decided to take a ride to the store to see the manager John as Jim advised. The worst part of this entire situation is the customer service we received at the store. When we got to the store around 6pm, we saw John walking around in a very casual strolling manner. Then when Jim saw us there he told us to go wait by Customer Care & John would meet us. After about 15 minutes, Jim came back & said "John is really tied up so its going to be awhile & I can tell you right now nothing is going to change." During this whole ordeal, Jim had such a rude, snarky tone which was so unprofessional especially for a saleman. He said he would go see if John can meet us again. We then walked over to the floor model where Jim met us and he told us that John won't be meeting with us because of how busy he was. He proceeded blame everyone, but himself including the warehouse & then began to tell us that we were wrong & he was right all while pointing his finger saying "you signed the paper" instead of working with us & trying to come to a compromise. Not to mention the coward of a manager, John that wouldn't even give us the time of day. Because of the disgusting & utter LACK of customer care my wife & I received, I will be escalating this to corporate & will never purchase another item from R&F again. Go to Value City or Macy's...

The manager John was fantastic and this rating is not of him but of the rude man behind the customer service desk. When you do a reselect due to their item's malfunction, how does it become my fault and why do the terms change? I had five years interest free and because stupid TD Bank decides to change their terms and now it's 48 months interest free, that should have no bearing whatsoever on my existing 5 year interest free loan. When that guy said that to me, I got very heated and started to say then this deal is done and he jumped all over me, got nasty and said not to even go there with him about TD Bank. He turned me off from that point on and because of him and his attitude, I'll probably never shop there again. I had every intention of coming back to look at bedroom and living room furniture but not now. I'll go to the Ocean Township store before I go back to Brick. We'll see if I get a great delivery of my new bed on Tuesday.

Update 6/21/25 - Just got my billing statement from R&F regarding a reselect of a defective mattress and this supposed reputable company charged me almost $3000 without crediting me the $2300+ credit I was supposed to receive. I WOULD NEVER AGREE TO BUY ANOTHER MATTRESS WHEN I WAS RETURNING THAT WAS DEFECTIVE. I don't know what kind of game they're playing but the woman on the phone kept saying that the credit go on my new ticket; whatever that means. My new ticket as well as my existing financing for the returned mattress is on the new statement but conveniently, the credits are not. I will never do business with them again and as far as I"m concerned, they can take this mattress back as well. I'll be filing a complaint with the Better Business Bureau as well. A woman by the name of Lisa is supposed to be calling me back. We'll see. God forbid they put a manager...

My first experience was better than my most recent experience. I thought the prices would be significantly higher than other stores, and they seemed to be pretty comparable. I purchased furniture and the protection plan and that was great - my power recliner broke and it was replaced. It broke again and this time it could not be replaced because that recliner is not being made anymore. I was asked to come back in for reselection, basically store credit to choose something else. Laurie was not friendly at all on the phone. In fact, she was condescending and rude. I've heard from others that they had the same experience with her specifically. When we went into the store for reselection, the manager who helped us the second time barely said more than a few words to us even after I had asked him to walk us through it. The first experience I had was way better and the woman walked us through the store, asked us what our needs were, and really tried to help us choose what we were looking for, so that is what we were expecting this time. I'm thinking we didn't get the same experience because the sales person (the manager) was not getting a commission from our sale. We had to go from couch to couch trying to see what the features and options were ourselves. He came over twice to check on us and we were there for over an hour. We ended up getting a couch and having to pay another delivery fee of $250. I don't think I would shop...