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

At the time of the visit/purchase - we were satisfied but when the delivery team came, it was very clear that we were misadvised. We were told the delivery team couldn’t take our old mattress due to wear and tear. We 100 percent disclosed it was a very old mattress (joking that my husband has been putting off a new one) At no point did Ely Paulino tell us that it might be an issue. We were told that we’d have to move the mattress to basement. I had recent neck surgery (by the way our sales person told us she had a tummy tuck - (unprofessional) and my husband has cardiac issues. We clearly couldn’t move it and would have made other arrangements if we were informed. I called the Union Sq store immediately and spoke to the manager, Joshua Acosta (possibly Jonathan Rigand b/c two names on card). He was dismissive and not willing to help in an acceptable manner. When I mentioned that we payed for the service, he smugly said that we didn’t and “included” in price. Question - how is it different than paying for it.

The delivery team felt the brunt of our frustration and kindly brought it to our basement once obtaining approval from building which is a task. This brings me to my next point. Upon purchase we made it very clear at checkout that our building is very strict with COI being submitted asap and almost always need revisions. I even said I’d have to reconsider the purchase if I didn’t get assurance it would be submitted as such. No surprise, I had to call several times. Sarah was helpful but assured me she’d circle back … never did and I had to call again. I’m a busy PA who has to wear full PPE given the pandemic and my patient population. Not easy taking that off and on (also explained) and very costly to change unnecessarily.

And the dresser, absolute piece of junk. I questioned the 1st draw being flimsy and the delivery representative said it was b/c the 1st draw was intended for jewelry - ok fine. Since the delivery, we attended a funeral in Arizona. We then started putting light items (undergarments, TMI likely but illustrating a point) and a couple days later … multiple draws wouldn’t close or randomly open. This prompted me to call and was told a representative would evaluate and if could be fixed they would and if not, a new one would be delivered. Unacceptable. If it’s junk… it’s junk. Too expensive to not be able to handle undergarments and socks! I was told that I “inspected” it and signed but do customers generally start putting their underwear and socks in it while the delivery team is there - doubtful and honestly an invasion of our privacy which Lille holds legal ramifications if I was expected to do so. The call back number was inactive so I called the Union Sq site directly. All he could tell me is new system and no number. He did have them send it again with super limited options but I will take day off. To no surprise to date haven’t got a new confirmation and have taken off from from work.

Still awaiting the gift card that I was told we would receive weeks ago after the delivery.

In summary - unacceptable experience with no recognition of customer service. Condescending responses from staff members deemed “leaders”. I wonder why the rest of team, is so unhelpful and dismissive.

All of the above is not in line with your mission statement and will be reported to the appropriate...

I came to the store that you have on 14st I was amazed by the product, I was amazed by the experience of Daniel who was my sales person and my Togo to person about delivery of the products. In the store you didn’t have bed adjusters connected, some remotes didn’t work so me and my gf decided not to get bed adjuster just the mattress and 4 pillows. Two we taken home and two would be shipped with the mattress. I forward all COI info and Daniel assured me that delivery team would communicate with me prior to arrival since I work from 4am in the morning and would need time to get home if delivery would be made with communication of Daniel and warehouse. Daniel assured me everything will be alright however next day I have delivery guys call me when they at my house since I didn’t see txt or email. I told them it will take me an hour to get there they said they will try again next day. I was super happy however Daniel called me and told me the warehouse doesn’t have my pillows that costed me $360 and they will ship them separately. Next day the delivery was success and everything went smooth just was waiting for the pillows. At this moment I was txt and trying to reach Daniel to get my pillows until he called again and asked again If I can come to the store and pick them up. I told him we already spoke on the phone and I told him I don’t have time to pick them up and they should of been delivered with the mattress he said okay we will deliver them today after 3 weeks of purchasing them. Finally they were delivered and I was rushing home since I honestly love the quality and I have another set in another place where I sleep on clouds. I had stressful day and leaving for vacation after the summer for a week. I come to find out that one pillow is what my gf ordered but my pillow is no where to be found only two same pillows my girls friend ordered. I am very upset on the buisness communication, handling of clients problems, attention to the client and if I would need to order I will think twice before heading to 14st union store. I know Daniel is wise and she may be the factor but delivery guys have a slip that they have to know what products gets delivered to what place. I am ferrous right before my honey moon vacation I am sleeping without a...

We will never purchase from Raymour & Flanigan again and will also be telling everyone we know to avoid at all costs. My husband and I purchased a bed from the website at the end of October. The online listing did not mention it was a special order bed - it only said the bed would arrive by December 4th at the absolute latest. On December 4th - no bed and absolutely no update on when we would get it. We called customer service several times only for them to tell us they had no ETA so we could be waiting for weeks. Several days later we finally decided to give up and ask if we could cancel the order so we could start looking elsewhere. Of course, at that time the customer service agent was able to magically make the bed appear and told us it was delivered to the warehouse and would be ready for shipping mid-December. We schedule the delivery date for 12/14 and despite the email confirmation saying we would receive a tracking number on the day of delivery, we never received one. We blocked off our morning from work to be available for the delivery only for them to never show up. No email, no call, nothing. When I reached out to customer service, they told me the bed was missing parts so they decided to delay the delivery and asked me to reschedule. I patiently rescheduled to 12/17 and again no tracking number was sent. When the delivery folks finally arrived with our bed and opened all the boxes in our room, they told us that there were missing parts - AGAIN. They refused to go look for the missing parts in the truck in case they fell out because they noticed the package was ripped from the morning, meaning they knew it probably fell a long time ago. Why did they even bother delivering it if they knew this? They called a supervisor who refused to provide us next steps or give us an ETA on when we could receive the parts. Not a single person could tell us what we should do so that we did not have to sleep on the floor any longer. We asked them to take the bed back and give us a full refund and are now stuck without a bed and back at square one because we are so fed up with this extremely incompetent company. DO NOT...