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

My wife and i went to purchase a particular item that unfortunately wasn't available on the floor to see personally. The sales rep who attended us was a nice gentleman but unfortunately doesn't understand that I've been in this game for a long time. According to the rep the item i was looking to purchase didn't come with any type of discount nor there wasn't any attempt to give some.. I made it clear that if he was good to me I would be good to him and not only purchase the unit but I would also buy a mattress and a livingroom chair to go with it. Also, my daughter is moving out into her 1st apt and we could be looking to purchase other items. As we proceeded, he tried to throw a curveball at the last minute and tell me that because it was a special order we had to come out of pocket 20%. I for one wasn't going to do so knowing I had a credit line of $13,000. I told him if we did that we would be walking out the door. He them proceeded to customer service where he claimed the manager waived the fee. (Yeah ok) He comes back and tells us not to worry it was taken care of. So I joked around and asked if the employees discount was included.? once again he said there was nothing he can do. There was no attempt what so ever. So we proceeded because this particular piece was something we wanted. My wife signed off on the deal with no discount so the sales rep lost out on a bigger commission. The next day I received an email of the itemized bill and noticed another charge for a protection plan that we didn't agree on. A charge of $169 was added to the bill. Very sneaky on behalf of the sales rep. We called and had the charge removed.. For me the sales rep could've done more or at least attempted especially after i mentioned the possibility of buying other items.. I understand these are tough times and many people are not going into stores and prefer online shopping, but as a company and as a sales rep you wanna be able to attend the customer the right way at any means necessary to keep them as a customer and have them go back into the store.. Provide anything possible. Even if it's 10% off an item or free shipping. ANYTHING.! Because pretty soon all the stores will eventually close due to the shopping online experience where the majority of the time free shipping is included. Our experience wasn't the worst but it definitely could've...

On 9/2020 I went to this store with my family to purchase a mattress. We were assisted by Bonnie Dennis who pretended to be a very nice lady there and suggested us to get a bed with the mattress , Since my room is small i wanted a full size low bed which they don't have in their store but Mrs Bonnie showed us one full platform bed which wasn't a low bed but she told us its height is adjustable and can be low so we trusted her and bought both mattress and the bed. After few weeks our delivery came and we told the guys to make it low but they said this bed is not adjustable. We call them and wanted to talk direct with the sales lady but we were told she was on her vacation so we share everything with the lady on the phone and she told us she has to make a note and present it to the manager and within 2 days they're going to call us back , we waited a week but no response. We had to call them again and they send a technician to fix the problem and he confirmed that the bed is not adjustable. We call them again and Jessica picked the call and we had to share everything again and she told us the same thing that she have to make a note and present it to her manager and she never called us back. At last we got to talk with Bonnie and you know what she said , she said the bed is not adjustable and i never said its adjustable i know what i said and you know what you've heard , i was so shocked when she lied to us like that and get away with the fraud she did to us. We talk to the manager and wanted a refund but he said we don't do refund , We can exchange the bed but you have to pay for the pick up of the bed , delivery of the new bed , fixing of the bed. I had no choice other than keeping the bed. These people are fraud , worst customer service. I would never buy anything from this store or from this company ever and i will encourage my friends and family to do the same. Sorry its a long story , i wanted people to understand the whole story. I wanted to show how they handle a customer , how they treat people who come there and spends their...

UPDATE 10/17/20: Although my purchasing experience was a good one, I bought this sectional (and spent a lot of money, I might add) 6 weeks ago and it’s funny that Raymour & Flanagan hopes I’m enjoying my couch per their comment because IT HASN’T ARRIVED YET - and won’t for at LEAST another two weeks. I was told on purchasing that it was out of stock and would be back in stock by September 21. No mention at the time that they really didn’t know when it would be back and that was an “estimate.” Now, every time I call to check on my order, the estimated date gets pushed later and later. I have a small apartment and didn’t want to get stuck with two couches so I got rid of my other couch around September 15, having heard nothing from them and assuming it would be coming within that week like they had told me it would. So now it’s been over a month with no couch at all, and no idea when I can actually expect this one to arrive. Today I was told Oct 30 - and that’s just for it to arrive to the stockroom. After that it can take 3-5 days for delivery.

Every time I’ve called I get the standard “I understand, it’s frustrating, we apologize.” To top it off, James was the only positive part of my experience, and he no longer works here so I have no personal contact or support anymore.

I spent thousands of dollars at your store and haven’t gotten what I purchased after nearly two months - do better, Raymour & Flanagan.

Original review- Had a fantastic experience here with James as my salesman/rep. He wasn't pushy, he was super helpful and thought creatively about ways we could build the perfect sectional with the material, pieces, and budget we were looking at, and he made it fun! We actually went to another Raymour & Flanigan location as well after our initial visit with James to see more options, but had such a terrible experience that we returned to this location a few times to catch James when he was working so that we could purchase with him. The couch hasn't come yet, but I can't wait...