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

The sales representative I worked with (Robert Gonzalez) was polite and helpful with keeping me within my budget for a new mattress.

However he was not clear enough with the return policy and was misleading. You have to buy a "mattress protector" as he called it. I thought it was just a simple mattress protector, and nothing more. I was not aware that this had to be purchased if you were unsatisfied and wanted to exchange your current mattress for a new one... which was $60 to do so.

After being turned away initially with no way to return the mattress when I explained what I wanted to do, then explaining the situation and talking with the store manager and corporate, the best they could do was offer me a 60% refund on my purchase. A competitor I went to offers a free 30 day trial, and return for a full refund no questions asked if you're not satisfied.

If you're not sure of where to go for a mattress, other stores offer a free return policy if you're not satisfied. If you're gung ho and insist on coming here, make sure to ask that they clearly explain their return policy so you're not Shanghai'd out of your money like I was.

I was very dissatisfied with the overall outcome of my experience and would recommend against coming to this establishment due to their return policy, and the associates misleading description of this to cover that up.

To the current associates of this establishment that read this, please do not ask me to contact you as the matter has been resolved and my dissatisfaction will stand with your business. I will be taking my business elsewhere.

UPDATE 1/24

After posting this review online, I was asked to reach out to the email posted in the reply on 1/23. I was called the next day, returned the call since I missed it, but was told by the other stores manager, George, that he thought everything was handled. No change has been made in this matter to improve my outcome, and even more of my time was wasted to just confirm everything that has been discussed previously. At this point, I will be sure to tell anyone I know in the market for a mattress or furniture to avoid Raymour and Flanigan like the plague. I'm terribly dissatisfied with the outcome of this encounter, and I will be shopping for a new mattress at another store this week.

UPDATE 2/6

Wasn't contacted after the 7-10 business days promised for my refund so I called them. The woman who took the call was happy to check on the refund status. After a long hold, she reported that the refund was already processed on 2/3. While confirming this on my bank account, the refund amount was adjusted to almost the full price I paid. I was left short 25 dollars of what I originally paid as opposed to over 200 dollars estimated before. A much better outcome than I anticipated. I would have appreciated some kind of confirmation that the refund went through or that the amount was adjusted like this. Still a little disappointed that I didn't receive a full refund, but I'll chalk it up as a satisfactory resolution at this point considering the effort I put into this debacle. I would advise shopping for a mattress in another place due to the sub par return policy here. I'm now satisfied with the resolution, but only after a great deal of effort to do so, which I feel shouldn't be necessary for a...

I actually really like Raymour. I’ve spent a lot of money there over the last decade or so. The bad first: I bought a bed in in June. Aesthetically it is very nice. However, after less than 4 months the footboard broke. It’s impossible to tell if it is due to design (the framing is pressboard) or installation (they used a impact gun to tighten everything together. That may have broken the fibers). When I called service I felt the rep was rude and completely unhelpful. She initially told me they wouldn’t help me and offered a $100 credit toward a new base but that’s it. Finally she agreed to send someone from service to look at it. After they canceled and then rescheduled a service rep did come out and confirm the damage but after not hearing back from them after multiple calls i decided to go into the showroom. Which btw she told me not to do because “that is a service issue and they won’t help you”. D

I spoke with David the manager. Her couldn’t have been more professional or helpful. He listened to the issue and reviewed my pictures and the notes on the account. He gave me his card and told me he’d look into it further and get back to me. He called me when he said he would and had agreed to get me a credit toward something else. A+

On Saturday I went to look for another bed. On the way in we were stopped by Randy. We immediately told him we were all set and didn’t need help. We went to Customer Care and informed the nice lady that we had a credit, which she looked up and confirmed. She was very nice polite and professional. A We went about shopping for a different bed. After 15-20 minutes Randy tracked us down and began checking back with us between dealing with other customers. It took us an hour and a half or so of searching before we found a nice replacement bed and a bookcase to settle the credit as well as some extras we decided on. Upon notifying Randy of our credit he threw up his hands in anger and informed us how he’d spent “2.5hrs wasting time following you around because I’m not going to get a commission if you’re using a credit.” Then he stormed away telling us he was going to get a manager. F-

After a few minutes Edwin another manager came up. He apologized profusely and handled the rest of out transactions personally. He informed us that he’d sent Randy off and would be following up with him about his unprofessional inappropriate behavior. Edwin couldn’t have been better. Kind courteous friendly and professional. Because of him and David (who came by to check on us while Edwin handled the transaction) Raymour didn’t lose us as clients. A+ A+

Overall there were some difficulties but those managers are a credit to their organization and they saved the day. Kudos to them. Randy and that customer service girl need...

My sales associate Adrian went above and beyond for me. He answered all of my questions and even spoke with me after hours to try everything he could to get the delivery issues resolved.

The one star is for the trash delivery team from New Haven. They are not skilled or strong enough to be movers. It was very obvious that they lacked physical strength and dexterity to be able to work as movers. Also I was not able to communicate with them effectively. They did not understand the difference between throw pillows and seat cushions.

They lacked professionalism and threw the throw pillows on the ground unwrapped outside in the dirt. They purposely wedged the furniture into a corner so that they would not have to deliver it. There was more than enough space for the delivery.

They took inaccurate photos of the delivery in order to prove their point. If you are skeptical about the delivery process take your own photos while they're doing it, I wish that I had. Because of their photos they were able to deny me potential redelivery. They refused to remove the cushions or the feet in order to expedite the delivery.

So I had to choose something smaller that I'm not as happy with at all. Luckily they said they are going to send a different team out this time. I never want to interact with those men again as they were very lazy and unprofessional.

The only reason I ended up choosing something else was so that I didn't have to pay another delivery fee somewhere else. I was not compensated in any other way.

And unfortunately my redelivery can't happen for another 2 weeks. So despite that I was treated poorly and didn't get my furniture I am not being prioritized. So I will say that the customer service could have been a little bit better as well.

I would not order from raymour and flanigan in this area again due to the poor delivery.

Update: they responded below and asked me to email the, so I decided to give them a chance. They listened to my concerns and said that they would do redelivery. I was so excited! It was a bit odd because they told me the piece of furniture they tried to originally deliver was mysteriously missing. They said that they would order another one and let me know when it came in.

They called me this week and specifically told me that the piece had come in and I would be all set for my Sunday delivery. They called me today the day before my delivery was supposed to happen and magically no longer have the piece to deliver to me. I have opted to just do a refund. I would never order anything from these people again. An absolute waste of time and energy. Honestly they should have just given it to me for free...