Raymour & Flanigan Furniture and Mattress Outlet — Local services in Middletown Township

TERRIBLE customer service. We bought a sectional about a year and a half ago and a piece of it had broke. We contacted them in March to have it fixed, we bought the platinum protection plan. Even though we knew it was unfixable. Due to corona they couldn't send someone out until June. When they came out they took a picture and left. (I could have sent them pictures back in March). After us calling them multiple times to get an update I spoke to a woman on July 2nd and she explained to me my sectional piece was being built in Asia then had to be shipped on a boat and sit at a dock for two weeks because of corona. Okay great we're a month into that process and it usually takes 4-6 weeks. She said called back in two weeks if you don't hear anything. I gave them an extra week and called back July 23rd. After again multiple phone calls that day I finally received a phone call back from a manager who said they couldn't replace the piece so we had 14 days to come pick out new furniture with a credit but due to the time frame it lapsed. I asked why no one called me and why I was told 3 weeks ago that the piece was being built and she stated they should have but she would start the 14 days from today, and had no idea why I was told my piece was being built and at that point they knew I was given store credit. So that very same day July 23rd we went and looked at new furniture. The store selection was low and delivery dates were out until August-late August depending on the furniture. (I understand this due to corona) That day we got new furniture ordered and I even bought a new living room coffee and end table set and we paid additional money for the couch set we selected. The furniture was delivered August 8th. The delivery was a absolute disaster. The driver took out cable lines running to my home then proceeds to tell us we should have hung them higher. The line hung about 3-4 feet over my driveway and they told me is was now my issue. I will say the delivery process was fast. They were in and out so fast. So fast that they damaged my floors and my door frame. I couldn't get in or out of my driveway and had to call my cable company to have them come out. I had to cancel my birthday reservations for a party. I reached out again to the store to have had nothing but a run around of me calling and calling again. Waiting for a call back from their "service manager". I was supposed to receive a call yesterday and then they told me today by noon. I've called the store twice today and here I am waiting again. I WILL NEVER USE THIS COMPANY EVER AGAIN.... and I hope other people see this post and stay far away from this store.

Its now Tuesday August 11th

Still never received a phone call from the "service manager". Yesterday I got a phone call from someone in the store the same woman I spoke to Saturday. She told me she wanted to apologize for the service manager never calling but ensured that they would today. She also told me she would be in today at 9:30 am and follow up. I called the store this morning to get this woman's name because she has been the only one to reach out to me without me constantly calling and she seemed to be on top of things. Remember how I said she was in today at 9:30. Guess what... she's not! So now I'm awaiting a call from the store manager I was told by the woman I spoke to today that I don't need a call from the store manager I need a call from the service manager. I said I need to talk to the store manager because I've been waiting now 4 days for the service...

My wife and I walked into the store on 8-23-2024 and were greeted by a salesman who told us "Hey folks, I'm just here to help, I'm not here to follow you around, so just let me know if you need help." We found this refreshing cause we were shopping around for a bit at different stores, and being constantly bothered makes the whole experience miserable. We will call this person Salesman #1. Anyway, we wanted to ask some questions and the salesman that greeted us wasn't available, so another one answered our questions - We will call this one salesman #2. So we looked around some more and Salesman #1 came back over and answered more of our questions- My wife and I decided we were going to go get lunch and come back after we decide where we will buy our furniture. We told Salesman #1 we would return if we decided we were going to purchase from this store.

After lunch, my wife and I went back into the store, and Salesman #2 greeted us and clearly had no recollection of our existence from a short time before. He gave us the same exact speech about "Hey folks, I am not here to follow you around", yada, yada.......This really made me feel like just a number instead of how special I felt when Salesman #1 said it. I mean, it's bad enough this guy didn't remember talking to us for 10 minutes, 30 minutes ago, but mix up the wording a little bit, don't have every salesperson repeating the greeting speech word for word. Sheesh.

Anyway, we told Salesman #2 that we were there for Salesman #1, and his demeanor changed, and he didn't even want to be bothered with us after that- Very rude! So Salesman #1 came over, and we told him what furniture that we were interested in purchasing. Right before he took us to the register to pay, another customer he was dealing with walked over and said she "figured out what she wanted." Salesman #1 told her to hold on for a minute while he checked us out.

We walked over to the register and were NOT greeted by the rudest woman I have had the displeasure of meeting for some time. This woman that rang us up was extremely cold, rude, and didn't look at us and didn't speak to us. Salesman #1 even tried to keep it light because he seemed to notice our displeasure with this person, but this woman was CLEARLY MISERABLE! After I paid, she just walked back to whatever was obviously more important than taking care of her customers.

After we finished scanning our credit card, Salesman #1 rushed off to the other customer who was waiting. He didn't even see us out of the store. I spent the next couple minutes speaking to his back as he walked away from us, trying to get to the other customer. He answered our remaining questions, looking over his shoulder,  ten feet ahead of us, providing us with half of his attention. I guess he made the sale. He had no more use for us.

I feel I made a huge mistake choosing to purchase our furniture here and would reverse it in a second.

EDIT: The manager of the store resched out to me and provided nothing but excuses as to why my experience was so bad. He also promised me $75 off the delivery fee for my miserable experience, but that was never credited to my account. All in all, I would go elsewhere to spend your hard...

My experience at R&F was terrible. Was promised things that weren’t delivered upon. One of those promises was mattress removal. Pretty simple and straightforward right? Wrong! I specifically asked this question more than once since that was a factor for buying at a physical store opposed to simply buying on Amazon for a much more affordable price. Well, the new mattress was delivered and laid on the box spring and the delivery men stated they couldn’t remove my old mattress because it was stained. It’s a used mattress! Really? Bottom line, at no point were contingencies discussed with the sales representative as to the state my mattress needed to be to remove it or that it’s at the driver’s discretion. I would’ve left the store if I was given those contingencies. I called the manager right after delivery; Judy who was less than sympathetic which made my tone and blood pressure rise. She just says she’s sorry but that’s our policy and will speak with the sales person and tried ending it there. Well, as a customer I don’t appreciate being lied to so I said one way or another you’re coming to pick up a mattress today, whether it was my old one or the new one they delivered. This appeared to motivate her to take action. Another set of drivers came to pick up my mattress. The experience was unacceptable.

On top of that, the up -selling technique of the sales person was deplorable. He offered a free upgrade (adjustable w/ remote) on the mattress we picked out. He pulled the used car sales tactic of talking to his supervisor and came back and said that upgrade is only valid on mattresses over 1k. Sneaky, but I’m in sales and know all the tricks in the book. So I said, since you were mistaken and offered it already, let’s work out a deal. He said it would cost 400 if we don’t spend over 1k.

Thirdly, the delivery employees were caught on my surveillance camera arguing with their boss. He was literally yelling, outside of my door mind you, about an upset customer they just came from, making a delivery and just leaving without taking their old furniture. The employee says he has 18 deliveries and doesn’t have time. So it’s predetermined they weren’t taking my mattress. I have the recording. Very unprofessional and shady.

My mistake was to not walk out since I already was disappointed with this greedy tactic to make me spend more money and insult my intelligence. Bottom line, I won’t be back unless I’m contacted with all promises delivered and a retraining of the sales team. In a world of vast competition, it amazes me that a company would treat any...