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

Our furniture itself has been wonderful but will likely not shop here again due to horrible customer service.

We had platinum protection on a couch purchased in 2020. On 2/4, the service provider that examined the couch stated that the cushion cases will need to be replaced to fix the runs in the cushions. He said he couldn't have me sign anything/send me a follow-up because the system was down. (Note: The couch is still usable with regular wear and tear, but I figured I would attempt to get it repaired since we paid for premium protection.) I received a 2/10 VM that my reselect was approved and must be done within 15 days. I called back, confused. The gentlemen said I had a $700+ credit because they couldn't repair the couch. He did not explain the process when I asked or clarify what "reselect" means. He just said the money expires 2/20 (different date than the previously mentioned 15 days), we can use it on any item, and that we need to come on Saturday when there are two managers.

On Saturday 2/22, we worked with Sam and Gene. After we paid the difference for the table we found, they said we have to exchange the defective items (couch and ottoman) to receive the credit. While that absolutely makes sense and is fair, it was not explained to us until after I paid the difference between the couch and table. At that point, we were expected to return our couch (unbeknownst to us), so we would no longer have a couch. After being caught off guard and waiting in a long line, we ended up paying the $700+ to cover the table so we could just go home. We had already made the trip down there on a Saturday as instructed, but would not have driven down or purchased the table if the exchange process was explained to us. I do want to note that Gene and Sam were helpful in the store, but I am surprised neither mentioned the exchange prior to payment. They were also disappointed the process wasn't explained to me on the phone.

The table came in surprisingly quickly -within a week (customer pickup). When we assembled it, a piece of the side was broken so we were unable to open the table to use the leaves. I called to exchange the piece and was told that I will need to bring it back in or pay for the replacement to be delivered (recorded on VM). When I finally got a hold of someone at the outlet (using the number I was told to call back on), they told me my ticket was at the regular Christiana store and transferred me. When speaking to the rep at the regular store, she told me that I had the wrong store and tried to transfer me back. She ended up scheduling the exchange and confirmed that I will not need to pay for delivery and disassembly/reassembly of the table since it arrived broken. She was the only respectful and understanding customer service rep I spoke with during this process.

A week later (3/11), I received a call to schedule delivery for Friday 3/14. The woman on the phone was short and rude. She did not ask my name even when I asked if she needed to verify my information and delivery address. She said she could identify my information using my phone number. On 3/14, I received a call that the delivery truck was at our old address. We moved 3 years ago, and the service provider that came to examine the original sofa did come to the right address so Raymour & Flannigan does have access to our current address. The woman on the phone sounded annoyed and said she was confused that we didn't provide an updated address. I shared that I attempted to confirm the address but was hurried off the phone. When the delivery truck came to our house, the two workers were kind and did a great job at quickly removing the old table top and putting on the new one.

The disconnect seems to be with the customer service department- communicating within the department and with customers. This all could have been avoided if the platinum protection policy was explained from the get-go. We would have been fine keeping the couch as is and not purchasing the table; it also would have saved us over $1000 we hadn't planned...

Check before you buy - not all furniture comes pre-assembled, and they won’t tell you upfront.

We placed a approx. $9,000 order at this store last week, and unfortunately, the experience was frustrating from start to finish.

The salesperson, Mou, was not helpful at all. He didn’t know basic details about the furniture, discounts, or delivery terms, and had to call the manager for everything. It felt like he was just there to collect commission.

Manager Sam was the one bright spot. he was knowledgeable, helpful, and professional. We truly appreciated his service.

The next day, we added two more items with Manager Marcus, who gave us incorrect information. We were clearly told that all items except two newly added ones would be delivered pre-assembled. But when the delivery came, only part of the order was assembled. The rest arrived via FedEx in boxes, not assembled, and one large TV stand is still missing with no update on when it will arrive.

When we contacted Marcus, we were put on hold for 30 minutes, then told that because we didn’t pay for delivery, the items weren’t assembled, a policy we were never informed about at the time of ordering and does not make sense, we would not have ordered all these items if assembly was not included. We called again and were met with a rude attitude. Marcus even said at some point , “Don’t raise your voice at me,” which was completely uncalled for and unprofessional, especially considering the size of the order.

It feels like were given discount and not informed about this policy intentionally just to charge us more when we followed up on delivery/assembly of the product.

Here’s what we received:

Assembled or set up by delivery team: 1x Dining table with 6 chairs 6x Bedside tables 1x Large TV stand

Unassembled, sent via FedEx in boxes: 3x Large TV stands

Still missing: 1x Large TV stand

We previously placed a $6,000 order in January and had a much smoother experience. But this time, the lack of communication, incorrect info, and poor service were disappointing. We love the furniture quality, but the service at this store needs serious improvement. We’ll likely shop online or at a different Raymour & Flanigan...

We’ve made purchases from RF in the past and have had a good overall experience.

On 10/23, we drove 2 hours from Maryland to come to this location, which was the closest one. We were in for a re-select for our previously purchased sofas. We dealt with the store manager and she helped us complete the process. Our delivery was scheduled for Wednesday (10/27). The first red flag was that we were being charged almost $600 for the delivery for two sofas, and no one even mentioned that to us!

Wednesday morning, the delivery men came and while they were disassembling the old sofas, I asked about my new sofas and they said they didn’t have any for me. It was only scheduled as a pick up for the old ones. They called their manager and he said there was an issue with the RF credit card used and someone was supposed to call me….!

I took off from work the day of delivery, and the store had five days to call me regarding any issues, but no one bothered to do so. I called the store to speak with the same manager, and she said “oh yea I was supposed to call you”, but had no real idea what the issue was. She simply directed me to a payment portal where I was supposed to “pay like $300 or some dollars to complete the payment and then call her back with the confirmation”. I followed her instructions and the portal showed I had to pay the full amount. I called back, she still insisted she has no idea what was going on and directed me to the payment/customer service department.

Thankfully the gentleman in that department realized what the issue was. The person who originally processed the payment on Saturday didn’t apply the credit we were supposed to receive. He resolved the issue in a few minutes.

No apology or acknowledgment from the manager for making me take off from work, not bothering to communicate the issue, despite have five days to do so, or for any inconvenience.

Very disappointed with this service. I still like RF, but this store experience was anything...