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

(Dated Jul 2024) Unfortunately, I have to edit my 5-star review to a 3-star review. I would honestly have made it a 1-star based on this experience specifically, but due to my positive experience prior, I averaged it out and left my prior comment visible below. For this review in particular, I made two visits to the Kinnelon location, both of which I was met by Khaldoun (aka Kal). I disclosed to Kal that I was searching for a headboard, new mattress, and a bed with an adjustable base, due to my lower-back issues. I explained that price wasn't a concern, and that I was debating between R&F and a sleep number, but given my loyalty to R&F, they were a strong contender. On my first visit, Kal was kind, attentive, and supportive. On my second visit, however, I informed Kal that I was only planning on doing the headboard and that I was going with another option for the mattress / adjustable base (the SN bed), but I definitely wanted to get my headboard from there. It was at this point, where his entire attitude / demeanor shifted -- he was short with me when I asked him questions, made points to state that an item I suggested we look at was "more expensive" when I explicitly told him price was not the concern, only the color of the item, and then took a phone call in the middle of showing me around and quickly walked away. When he returned from the phone call, his exact statement was, "Do you need me for anything else" as if to say he was done / tired of working with me. I asked for a moment to think about the items we looked at to which he responded, "Okay, you can find me downstairs." I finally decided on an item I wanted and went down to find him to ask him one more question. I found him sitting on the couch. His response to me was so short (attitude-wise) like he was annoyed that I decided not to inform him that I wanted to purchase. Instead, I told him I would need to think further. He went back to looking at his tablet as I got up and said goodbye, and he didn't even bother to look up or stand up to properly close our encounter in a respectful manner. I informed the manager, Angel, of this, who simply heard me out and assured me he would speak with him, so I do hope a meaningful conversation with Kal is had. While I am an assistant principal, I do work in sales on the side. And while I know that it is important to make sales for commission (which he was going to), his response to not making as big of a sale as he had hoped (my assumption to explain this rude behavior, of course), was unacceptable, demeaning, and disrespectful to me as a customer. I went ahead and made the purchase at the Fairfield location, without issue, as I was not going to give him, nor the Kinnelon location, my business for this purchase.

(Dated 2022) The staff at the Kinnelon location was very helpful and friendly. I was assisted by both John B. and Kimberly M. in two different experiences and it was lovely. They were knowledgeable and kind and I will definitely shop here again due to my...

UPDATE: I'm pleased to change my review to 5 stars. That's 5 for Doug and Mo at the Kinnelon Showroom (R&F's corporate customer service process still deserves a 1). Doug and Mo, the Kinnelon store managers, were accessible, listened empathetically with genuine concern for my problem, and delivered a swift and satisfactory resolution to my issues. That's how you do customer service...and Doug called back when he said he would (how about that in today's world). A big thank you to Doug and Mo. I highly recommend the Kinnelon R&F!

Response to owner's response: Jeff, if you read my review and issues, you'd understand that I've already done that, several times. Your Service Center made a disrespectful offer only when prodded by your customer service rep. If you're that interested, then make it right. All I want is a re-selection credit for brand new sub-standard furniture (and I bought the platinum protection toboot)!

Nothing but problems so far. Have been a long-time Raymour & Flanigan customer. We just took delivery of new sofa and chair-1/2. Immediately experienced many issues. Cushions collapsing and not bouncing back. One already has a big permanent dent in the middle. Sides of couch are really lumpy, visibly lumpy. One of the arms is 1" wider than the other. And so on. Called R&F service, got a claim number, sent in numerous requested pictures, and was told an inspector needed to come out. Earliest appt. was a week and a half. Inspector came and verified all issues. Told him we want a credit to select another brand. Was told to wait 24-48 hours for a call. No call. Called customer service again today and rep tried to help calling over to the Randolph Service Center. He came back on and told me their offer is to replace with exact same furniture. I've seen customer pix and do not want. As requested, we're not asking for a refund, just a credit to select something new to replace this brand new sub-standard furniture. Rep needs to "escalate" with the Randolph Service Center to see if they're able to do this. (I know they are able, are they willing?) And of course, need to wait another 24-48 hours to hear back. R&F's process is non-transparent and non-customer friendly.

Raymour & Flanigan make this right!

I should add that the store staff was very good and helpful!

ps. I did a product review weeks ago but R&F hasn't posted it. I included a picture so it can be found in customer pic section, but not in the reviews. Attached is a photo of that picture.

pps. R&F, if you resolve this issue, I'll come back and...

TRAUMATIZED. The worst shopping experience of my life, and my mom’s. The store feels like a car dealership with all of the salesman standing near the door ready to pounce. We were looking for a mattress, so we were paired with a saleswoman who didn’t seem to know much. She kept looking at her tablet. That was fine, but it seems as though the store has designed a system that REQUIRES a salesman’s knowledge. There were no details on the beds themselves to designate firm from soft. And they were filthy! In the age of COVID, it’s even more disgusting to think about laying in someone else’s filth. They do give you thin fabric sheets to lie on, but it was still cringe-worthy. In the end, my mom ended up with a mattress that was too firm once it was delivered to her home. Luckily, she had purchased the purchase protection plan that was sold to her ($200), but no one mentioned that the mattress couldn’t be returned for 30 days. So we returned yet again to try more mattresses to make sure we wouldn’t make the same mistake. We walked inside with the intention of testing out more beds, but didn’t know we needed an appointment now that we’ve already purchased a mattress and are interested in returning. We were greeted by a man who said “That’s not how we do things here”. I responded with a genial “We just want to check out what other options you may have” and he huffed and said “FINE, I’ll meet you on second floor”. He never met us there. My mom and I tried out mattresses by ourselves, but had trouble finding soft vs firm again because nothing was marked. So we picked out the bed that we thought would work. Then my mom made “an appointment” to return and speak with the manager about returning her existing mattress for a softer one. And instead of suggesting additional items for my mom, the manager was yet again CLEARLY collecting commission and mentioned a few other items that she will NEED to protect her mattress. There’s no hiding the fact that these people make commission. There’s no polite suggestions, just strong pushes to buy extra items. In the end, my mom purchased a new mattress with an extra board for underneath. The promise is for “next day delivery” and three different crews had come on three different occasions REFUSING to remove the old mattress and deliver the new. That was until my mom called a company supervisor. Now finally, the saga is complete and I regret suggesting to my mom to have ever gone to this horrible store. Will never return and would strongly suggest going...