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

My actual visit to the store was not that bad, I purchased a mattress set & even with a few little things here and there that I felt did not meet a 5 star customer service experience, like for example I in a joking was told the customer service representative do the pillows come with the mattress that made the difference. He replied to me with a condescending tone they cost $100 each, to which I replied ohhh Jesus I try out a mattress with pillows & you send me a plain mattress home and laughed. I didn’t say anything but he did look at me a fed up attitude. Not appreciated when I am spending almost $900. Ok so deal is closed, paid for my mattress & I was told not once but a few times they would call me the next day (7/5/20) early in the morning. At 11:56 I called the store because I had not received my mattress and the gentleman who answered informs me you are not scheduled for a delivery today but until next week. I was in shock and told him this is impossible after explaining to him what I was told as well as that I had discarded my old mattress per store instructions he puts me on hold, when he returns his excuse was you came to the store too late and your order did not make it to our warehouse. Not true as my receipt shows a time stamp of 15:11 (mt) another shocker to me. His solution was we will get you your mattress by Tuesday next week, where am I supposed to sleep when I discarded my old mattress? I was just furious. He proceed to put me on hold again when he comes back he tells me Jaime (store rep that sold me the mattress) will contact you back. My phone rings at 12:26 pm Jaime very apologetic I am so sorry blah blah blah, we can get you Your mattress By tomorrow morning & give you $50 Refund I Told him ok, but meanwhile I have no bed, he mentions let me speak to my manager and see what else can me done I will call you back in half hour. I said ok but see what can be done because sleeping on my sofa because of your mistake is worth more than $50. Waiting for a phone call still at 3:04pm I decide to call the store and see what’s going on, and ask for Jaime the person who answered the phone tells me he is busy with a customer would you like to leave him a message and I did leave my info plus I’ve been waiting for his call for over two hours. I waited and no call back which made me contact R&F on the website at approximately 6pm I send a text message filling a complaint about what is going on. At 6:14 pm I receive a call from Jaime and honestly his condense and tone was not appreciated less was the answer from his manager - My manager is going to grant you the $50 because I mentioned it but you shouldn’t get anything because of all the discounts we gave you. My reply what discount are you talking about? I didn’t get anything more than anyone else that walked in to the store it was advertised online, tv, everywhere. What special treatment did I get? None! His reply - we’ll do you want the mattress or would you like me to cxl your order? This is NOT at all acceptable, like I told him I did not purchase my mattress with fake money I swiped my card and the funds came out of my account immediately. I asked are you calling me because the complaint I filled ? no no ma’am (but the tone went down). He kept on by telling me your not getting anything else from us. I said ok I will continue directly with R&F he said so do you or do you not want the mattress? If you don’t take it today I can’t promise you’ll get it when you make up your mind. Another WoW moment. I told him his customer service & his managers response are unacceptable I’ve worked in the hospitality Industry & customer service field for over 20 years at all different levels and I have never seen a customer be treated this way nor accepted that from any of the team members I managed. If the situation got difficult like this one I would call the customer myself not keep the customer waiting all day. Still waiting...

If I could give Raymour and Flanigan a -10, I truly would. About 2 yrs ago I applied for their store credit card ($5,000) and the headaches began. I purchased some large leather couches, a large TV Stand with a fire place (electric) and a marble 5 piece dining table. 2 years later, the leather couches look like a kitten scratches them daily (i barely sit on them), the TV stand with the electrical fire place almost burnt the apt! I was able return it and got store credit but could only get another TV stand. So I decided to get a small TV stand for way less, and used the remainder to purchase a queen size (beauty rest) mattress (worst error everr) I'll explain that in a few. The dining table was sterdy, however the chair legs would become loose every other week, after 100 complaints and 3 services of them tightening the chairs, I received new ones! thank the lord. Now the mattress, after ONLY 3 MONTHS, began to have severe issues. I sink into it and it tilts, so while I'm asleep, I'm also falling off the bed. My back pains have become so bad that I am limping. I have made several complaints; they came and told me that although it has a defect I need to get it professionally cleaned (it has one small pink stain). I have been asking them what will be the next step if I get it professionally cleaned and I get no answer. So i have decided to contact corporate in hopes of some type of compensation. 2 years of living with broken, poor quality, unsafe furniture, in addition to stress and horrific customer service. I will also share this story with family, friends, and associates to prevent them from this nightmare!!! I have receipts and pictures to show my...

For starters, the truck arrived at 7:20 am with no notice. Fun.

May as well skip the $99. guarantee. It’s actually $149 if you want the $25. slip cover for the mattress, which is the only way they’ll offer a guarantee. Kiss the white glove service goodbye cause they’re not going to take your old mattress away unless it’s in perfect condition. Before the driver even saw my mattress he said they would only put it to the side, not take it away. I suppose that’s because they can’t reuse it, which I’ve read many companies do. There’s not a used mattress on Earth without some kind of stain, but that’s their excuse for not living up to the promise.

The box spring is an expandable fold out thing that comes in a small box. The delivery guys put a cloth cover over it. I wanted a specific height, which I was told was possible upon delivery, but the delivery guys showed me ‘how much work’ that would be.

There’s supposed to be a 120 day guarantee with the mattress, but I’m guessing there will be a catch if I decide it’s not for me. My first week with the mattress was fine, nothing awful, nothing spectacular. No employee has been rude, but none have shown much pride in their company, either.

I tipped the delivery men because that’s the right thing to do. That, and they don’t write the company policies.

Sadly, this is the norm for companies now. You’re lucky to...