Raymour & Flanigan Furniture and Mattress Store — Local services in Ontelaunee Township

Do NOT be scammed into purchasing their protection plan, it’s a complete scam. Their happy to take your money but refuse to actually come out to repaid anything. We called them with tears to a sectional sofa we purchased and were told the nature of the damage is not covered. They find technicalities and loopholes to deny coverage on the protection plan. I’m very disgusted with this company, we’ve bought a lot of furniture from them over the years and they sold us a scam protection plan. We won’t ever shop there again and nor should you , very unethical company.

Reply to the owner: (can't able to reply directly so editing my original post from above).

Dear owner: I did contact your company yesterday. I had a very nice lady on the call who, not out of her own malice but out of the policies laid out by R&F, basically told me many, many reasons how the 'Platinum' protection will not cover basically most of this issues. What's interesting is that she even mentioned that any damage should be reported within 7 days or it's not covered. Again, she was very nice and professional. However, NONE of this was told to us when we bought this useless protection. In fact, the sales person didn't bring ONE contingency or 'yes but...' when we were asking questions about this protections. It was made to seem everything under the sun is covered under this protection. We were told ' if we can't make your furniture look brand new again then we will replace it'. The 'Platinum' protection was made to seem like it will basically handle any issues we have.

Interesting points from yesterday that I learned about Platinum protections:

It will not cover any damage by pets. Although we don't have this problem but the sales person went out of his way to say if you have pets or kids you should definitely get this protection.

Issue that arise MUST be reported within 7 days of realizing they are there. No mention of this when selling this protection.

THERE IS A QUALIFYING QUESTIONNAIRE (5 questions I think). If the answer to any of the questions is 'Yes' then the Platinum protection is 100% null and void and does not apply!!!

As nice as the lady was yesterday I felt like I was on trial to prove my case and R&F was doing me a favor by providing the service they sold me.

To say we are sorry you were not informed of this during the sales process is not good enough. To say, something like 'inform within 7 days and animal damage not being covered' is in the Platinum contract is also not good enough because customers don't go to R&F to read contracts to ensure they are not being lied to. They go there to buy furniture (EXPENSIVE furniture) and hoping they are getting their money's worth. Period.

For now, I some how 'pass' the test yesterday and we have a person coming to 'fix' out sofa on Friday. Can't wait to see how that...

I picked up $7,800.00 worth of furniture and took advantage of their 0% Financing for 12 months. I wouldn’t recommend this to ANYONE, not even an enemy if I had one. They finance with TD Bank. You make payments and receive confirmation numbers and they don’t honor them. Clearly something went wrong, but I received late fees and they won’t fix them. I kept making payments via phone and computer and they weren’t being processed. Finally that is fixed, now they are telling me that my wife made a payment at 12:35 AM. She barely can stay awake after 10:00 PM let alone be up making phone calls to pay bills.

On top of that, the kitchen table I spent $800 on, the wood is so soft you could write your name in it with your finger nail. Why would you make a kitchen table with that type of wood? I didn’t even notice at the store. I should have returned it. ((Update on the table 8/25/2025: it’s not 11 pm; we had dinner on this table at 5pm where my wife went to slide her chair in when we learned the leg was lose and it cut her finger. Still bleeding now. I tighten the screws which have Lock Washers on them. All the chairs are scratched up from people having stuff in their pockets. I have the payment protection plan on all the stuff I got, but my guess is they will just come out with a wood pen and draw a matching color on the chair. I say this because when one of the cushions on our dining room set chairs came loose they sent someone out and he just screwed what looked like a drywall screw into the chair. I picked up a plastic top for the table, it looks like total crap but keeps the table looking nice. When I made this last purchase we got new sectional couch for the family room, love seat and couch for the living room, kitchen table, two couches for the basement and a new bed frame for the master bedroom. The family room couch is now very uncomfortable. My 8 year old Big Lots Couch was 10x more comfortable than this current couch. The couches in the living room, the arm rest feels like the wood just broke away. There is next to no cushion in the tops of the arm rest. The basement couches have started to no longer return to the original position….and they are barely ever used! The wood skirt around the Master Bed-frame, doesn’t sit square, the guys who installed it said that’s how it is. The metal bar that holds the mattress in place when inclining the mattress head or feet no longer stays due to the cheap plastic they put in where it holds the metal bar.

Meanwhile, my dining room table I got 4 years ago was awesome minus that one cushion that was fixed. I guess they since stopped buying quality items and sell crap now. Maybe I should have stuck with Big Lots fruniture. Never again, I will...

This is a 2 star because there are no issues with the mattress or sales. We love our tempurpedic and Anne is a tremendous salesperson. The low review is due to the delivery and customer service response. Delivery of the mattress was a disaster, they dropped off the mattress on my dining room floor once they saw the work needed to move it upstairs. R&F delivery people, not whoever the imposters were that brought the mattress, eventually came and got it upstairs to the master bedroom and set it up, but that was after nights of the new mattress laying on the dining room floor.

As compensation, R&F gave a $100 “gift” card for the inconvenience. No issue with the sentiment, appreciated the response. Until it was discovered, too late, that the gift card had actually expired after we bought a pillow with it. We used the gift card to purchase the pillow and signed the receipt and waiver to walk out front with it. Fast forward to this morning where I get a phone call stating that the gift card had expired and that we’re on the hook for the remaining balance of $100. After speaking with the representative, it was stated that the card had indeed expired. R&F should call the gift card something else, because who would consider a gift card to be time limited? The card had a date of expiration on the back of it, allegedly, I didn’t see it, but apparently it was there, but again, who would think or even consider that a gift card would expire? Call it something else; “Here is $100 to use within the next 6 months as a credit to you and your business with us.”

Lastly, I’m referred to a website to payoff the balance of $100 and sure enough, a transaction with my phone number isn’t in their system. So there you go, way to be R&F, conduct a transaction that never should’ve went through in the first place with an expired gift card, tell customer after the fact, offer no recompense or extension of the gift card that was given due to your screw up, and upon referring to a website to pay off the outstanding balance, not have it work.

Safe to say I’ll never do business with these...