Raymour & Flanigan Furniture and Mattress Showroom & Outlet — Local services in Elizabeth

2 of my Queen sized bedroom furniture sets, my TV entertainment center, my coffee table and 3 end tables, a bar, a couple of lamps......just to name a few. These are all the purchases I have made at two different Raymond and Flanigan locations over the years, because I genuinely like the overall quality their products therefore as a customer I favor them.

I then visited the brand new location that was open at 1001 IKEA Drive in Elizabeth NJ on a quest to purchase my dining set, which I ended up buying even along with a couple of lamps. I had a floor representative by the name of Jeci help me navigate the store until purchase and I must say the transaction and service was exceptional. He gave me a pick up date and I was on my way. On the day of I took the day off, rented a U-Haul just for them to tell me my purchases aren’t even at that warehouse. It was pushed under the rug as far as what actually was the reason for this false pickup date and was given yet another date to pick up and so I did. I then spoke with the manager who gave me the corporate runaround which of course meant not taking full responsibility. This was partially understandable due to COVID-19 however, but due to a certain extent. What was most disappointing is that no one cared to contact the customer to relay the change of course. Instead time from a day off work and a money to rent a U-Haul was wasted to a situation that could have totally been avoided.

I then dealt with the manager by the name of Rami whom at first was pleasant to work with. However it seemed as though once the purchase was made and the I was out the door the quality of the customer service slowly went downhill with every phone conversation we had. Finally, well over a month and a half after we came to a settlement to reimburse my funds on the day of the occurrence I decide to reach out since I had yet to receive the reimbursement nor a call to address it. The day I called in a different manager was on duty and told me only Rami could address the status of my transaction even though they are both equally managers. He told me Rami would call the next day at 11AM. I never received that call the entire day. So I called the day after that and I was able to reach him. He had no recollection of my situation as he claimed that his fellow manager failed to relay the message even though that other manager entered an update under my Raymour and Flanigan customer profile the day we spoke. When I then asked about the whereabouts of my reimbursement he further blamed COVID-19. Again, a simple courtesy call could’ve went a long way. As I explained the situation all over again and expressed my frustration he then increasingly got agitated that I was asking all these questions. As soon as I asked for the spelling of his name and corporate email he stated that he did not know it and quickly directed me to the website. He would then continue to raise his voice claiming that we have been on the phone for far too long. Not to mention I was on hold for some time even prior to the call. He continued to raise his voice and repetitively speak over me to the to the point where I simply just had to end the call. This manager’s behavior was barely appropriate and the customer service was highly atrocious.

As a longtime customer of well over a decade I am highly disappointed and dissatisfied. Once you’re out the door with your purchase, it’s almost like you are less of a customer. Truly disappointing. This is not the Raymour and Flanigan I was to be spending my hard earned money at if this is how they handle business whatsoever!

I am curious to see how corporate is going to address this recurring matter. I do have high hopes as I am looking forward to where the company’s business integrity stands. Will update:

UPDATE: It’s been well over 3 weeks and NO swift actions have been taken. Besides the generic corporate statement I received which does not address the matter at hand whatsoever. It seems they are more worried about their brand image more than they actually care about...

If I could give this place 0 stars I would. Let me just start off by saying don’t ever purchase from here. They are scammers and liars, and will keep your money.

I purchased over 7k dollars worth of furniture, in which they told me everything would be taken care of. From delivery to assembly, I wouldn’t have to lift a finger. I placed the order in May, in which I clearly advised that I can’t have anything delivered until the second week of June. I explained this many times as I still hasn’t gotten the keys to my new apartment. I was told everything was scheduled in the time that I needed, and will be delivered then. A few days pass and I start getting emails and text messages on the tracking of some furniture. I contacted the person that had been helping me purchase everything and told him I have stuff being sent out and it is supposed to get there in a few days. He told me to not worry that it is not true and nothing is arriving. Of course, furniture starts arriving, and they left it in the lobby of my apartment which could’ve easily been stolen or taken since it is accesible to the street. To clarify I still wasn’t living there so I had to uber to lift all the furniture and leave it inside the building behind locked doors, not even my apartment because again I don’t have the keys yet. On top of that, it was sent by ups which meant they left it there, and not like I was told, which was being delivered to my apartment and built. I told my rep I wanted to cancel because this is already causing a lot of problems and was not what I was told. He told me he would fix everything and nothing else will be sent out until the date that I needed. Of course, lied to again and more stuff kept being sent out for delivery, and left in the lobby in which again, I didn’t have the keys to be able to be put away. Before it arrived I was calling raymour telling them to please stop sending stuff this was not supposed to be sent out and I had the name of the furniture which was Ashley saying it was going to be delivered. I called a bunch of numbers in which they all treated me like an idiot saying I probably bought from another company and forgot because they don’t sell Ashley they sell Raymour and that I was talking in circles. After a million phone calls and no one listening it arrived. I called and someone that actually knew what they were talking about told me that it was of course from raymour because they sell all furniture from Ashley’s furniture, and the reason why I was receiving them early instead of the date I purchased was because they actually sell the items on Amazon. So I was being treated like I didn’t know what I was talking about and stupid, but I come to find out I was right and I’m being sold cheap furniture from Amazon after spending over 7k. I was also contacting my rep to return all the stuff and to cancel and refund the entire order which he wasn’t happy about. After returning all the stuff, I am still waiting for a full refund and it is about to be July. I was told after returning everything I would be receiving a full refund in five business days, and it’s been well over a month. I just come to find out I received 6,700 dollars and not because of Raymour refunding me, but because I opened a dispute they issued me that. Meaning it’s been over a month and the only reason I got some of my money back is because I disputed the charge and of course put all of my text messages and evidence on the dispute. I will be receiving my full refund on way or another. But this is to everyone even considering buying from here don’t waste your money or time. They will scam you, they will lie to you. I am still waiting for my money back after weeks of having sent everything back, which wasn’t even supposed to be sent out in the first place. Never buy from here, save your time and energy.

How about instead of acting like you’re trying to resolve my issue in google reviews to seem like you care, I get a refund. Unbelievable that you’re scamming and not giving my money back after this review....

EDIT: Sales associate was great, everything else horrible.

This past weekend my furniture was delivered. Delivery men left in a hurry, and 5 minutes after they left, we realized the recliners on the couch do not work. On the sofa, neither of the leg rests open - they open and get caught on the floor, causing damage to the hardwood floor. On the loveseat, one side is leaning and the recliner legrest opens on its own, and can't be closed unless you stand up first.

I tried calling the delivery team multiple times, however they did not answer and do not have a voicemail inbox setup. Therefore, I couldn't have them take the damaged furniture back. THESE ARE SUPPOSED TO BE BRAND NEW!

One manager at the store claimed we would have to wait until July 29th (3 weeks) for a technician to come look at the furniture.. WHY would we need to do this for NEW furniture? I started a dispute with my credit card company.

Luckily upon calling back, a very helpful associate named Stephanie got me in touch with the service center and scheduled an exchange for today (July 14th). The delivery team would come to take the broken merchandise, and set up new items from the warehouse. They gave a window of 11:15am-2:15pm..

At 1:40pm, they called to let us know they would be here in 10 minutes. It is now 4:40pm - 3 hours later. Countless calls by me and my girlfriend and the store representative trying to get in touch with the delivery team. No answer. I have no idea where my furniture is - neither does the store. I want this garbage broken furniture out of my apartment. I regret giving Raymour & Flanigan the opportunity to make this right. I was prepared to dispute the charge with my bank completely but gave them this opportunity to replace the furniture. Looks like I'm the fool for giving them a chance - now I still don't have my couches, my money is held up in this store, and I need to deal with the fallout of this. I originally rated 5 stars for the great experience from our sales associate.. But that has vastly changed.

OLD: The associate Saima was an excellent help in finding the right living room furniture for us and making sure we can get it on time for a get-together we are having at the end of the month.

I had been to another R&F store where the associate was very passive and hands-off with our furniture shopping, as well as a competing furniture outlet in the area who had me pick out all the furniture just to tell me it wouldn't be in stock for 3 months.

Saima was proactive in finding the living room set which I liked, was comfortable, affordable, and would be able to be delivered before July 25th which is when our get-together would be. We took a lot of time testing out couches, considering different end tables and coffee tables, and working through the pricing and time frames of delivery.

Even though I jumped from couch to couch, Saima remained patient and informative while me and my partner decided which furniture would be the best for my living room. This is the best furniture shopping experience I have ever had. She was there to answer any questions about the furniture and recommend those that were in stock and had great build quality and comfort. The timeliness of furniture delivery was very important for our purchase and she made sure that we were only browsing furniture that was in stock or would be in stock very soon.

Shopping for a living room set from scratch was stressful and complicated this past weekend, but we made the right decision coming to this R&F store and working with Saima to pick out our set. She made sure we were entirely happy with the purchase and made sure we would get it before July 25th - I am getting the furniture this weekend actually!

Thank you for making this a stress-free and positive experience, Saima. By the end of our visit I was happy and confident about the money I was spending, which can be rare when shopping with the kind of restrictions...