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

WE ARE CURRENTLY HAVING A TERRIBLE EXPERIENCE. My husband and I went President's day weekend to this store to look for new office furniture for our house. We found an L-shaped desk that we both really liked. However, we really wanted a matching writing desk for myself. After the sales person asked the manager, we find out that we can special order the writing desk however it was going to take 6 weeks to arrive but the L-shape desk will be delivered in a few days since it was in stock. Great, no problem. The L-shape desk arrived on time, correct, and by friendly delivery people. However, after they left we noticed that one of their razor blades scratched our brand new hardwood floors while taking the cardboard off the pieces (see picture). We decided to not call the store for this as we thought things sometimes happen. However, fast forward six weeks later, we get a notification that our writing desk is in. Yay, I'm excited. However, upon delivery, it is clearly the wrong color. The delivery guys, again friendly, call their manager and take pictures. They left the wrong desk so I had something to use in the mean time. We were told that someone was going to call us the next day to follow up with the correct desk update/new delivery date. However that DID NOT happen. We decided to take a thirty minute drive to the store to speak to a manager in person. No ONE was aware of the situation but thanked us for bringing it to their attention. We were then told by their customer care department that they would follow up with us the next day for a new delivery date. Again, no phone call, no follow up. We had to call and were told possibly July at first. Again, we were angry, no compensation was offered, but again we understand the world we were in and understand that things get busy. Flash forward to today, we get a delivery notification the desk is in and is going to be delivered between 12:30pm to 3:30pm. My husband took off of work to wait for the delivery. At 5:30 we called the store because the delivery DID NOT arrive yet only for us to be told "oh lots of people are calling and complaining but the truck is behind" NO ONE called us to alert us and they could not even give us an estimated time for when they would arrive, only if we wanted to reschedule the delivery. We did not want to wait because we already waited three months for this desk. We spoke to a manager who did offer to compensate us on the delivery fees for our trouble and a free delivery charge for a future purchase which we agreed to. Now we waited for our desk to come. 7:30 pm....FOUR hours after the latest scheduled time. The two delivery guys come in. Bring in the new writing desk and AGAIN it is the WRONG color (see pictures, you can clearly see the difference in color between the two desks). SO now we are three months later, with lack of communication, lack of competence, and lack of correct desk, with little hope this will...

UPDATE: The manager Kristi was able to turn a bad experience around. She put us in a mattress that will better suit my needs, has it delivered next day, and it happens to be an even exchange. Thank you!

(Original review) Purchased a bed, mattress, and sectional over LDW. The shopping experience wasn’t bad. Being that it was over LDW and it was naturally busy, we roamed the showroom by ourselves for the most part. When we finally had a sales rep to ourselves he was very easy and fun to talk to. He was transparent in informing us that it was his first week there, so in retrospect we probably should’ve ask for a more seasoned rep and would have avoided our current situation a.k.a the reason I am giving this store one-star.

We received our purple mattress two days ago and it felt like sleeping on a spring mattress with the springs coming out of it. I was tossing and turning all night, couldn’t fall asleep until 3 AM, and then woke up with extreme lower back pain. I suffer from scoliosis so the one thing I can’t compromise is a good mattress. Purple mattresses aren’t cheap, but I figured they have a 100-night trial so if it doesn’t work out we can return. Should have been easy, right? WRONG!

After a terrible night, we drove to the store the very next morning only to be told that the mattress cannot be exchanged because we opted out of the protection plan. The mattress protection plan that covers stains and damage to the mattress apparently is also lumped in with a comfort guarantee. The way the protection plan was explained to us by above-mentioned sales rep was that it covers a list of accidents. Being that we are very careful and pretty clean people, we opted out because from experience we know we wouldn’t have needed accident protection. Also, I was banking on the 100-night trial. The manager also informed us that there’s a break in period for the mattress which again we were not told BEFORE we purchased the mattress. Why would I with my back issues buy a mattress that has to be broke in?!

So here I am having to sleep on my old mattress that we moved to the guest room because I cannot sleep on our new mattress. It’s truly ridiculous that you basically have to pay an additional fee to have the option to exchange.

I feel so scammed. I truly do. Especially when I scroll down through all these positive reviews and see they help someone return their custom order! So, I can’t return my generic mattress, but someone can return a special order sofa. Great, thanks R&F.

For anyone planning to purchase a mattress (or I suppose anything else for that matter) I guess I’d recommend that protection plan, if you have any thought of possibly returning/exchanging.

As for me, I will never purchase...

Please see addendum after original review:

Very helpful, not pushy salesperson. Knowledgeable, and made my furniture buying process easy. Delivery set up for within a week

Addendum: 9/7/23: 3 years later, my $2000 leather sofa is peeling. I live in a pet free home and use the furniture very lightly. It's just happening. I'm pretty sure that it's a product quality issue/failure. I also purchased their 5 year Platinum warranty, which they suggested, and which our salesperson said would cover everything. However, when I contacted the local customer service center and when the repair tech came to my home, I was told that it's in the fine print that it doesn't cover peeling or any kind of product failure. Yet, it covers if you cut the sofa or spill nail polish on it, or are careless, but in no way covers product quality failure. I was told by the local customer service department that handles all the repair and warranty work (not the Philipsburg store), in essence, that they will not stand behind their product or provide assistance to me.

9/8/23 After letting customer service/repair know that I was unhappy with the quality of the product and with their resolution, I received a call today from the local customer service/repair office offering me a discount on a new sofa. I appreciate them responding to me, but It will still cost me hundreds out of pocket to replace the faulty piece, however.

9/12/23 - Following the call from customer service, I went directly to the Philipsburg store to see what my options for sofa replacement were. The store manager, Jesse, was very kind, and also sympathetic to my situation and frustration and offered to contact customer service for me to see if he could help achieve a better resolution. I received a call from him today that he has managed to have my faulty sofa exchanged for a new one at no cost. I'm extremely grateful, because he didn't have to go out of his way to do this. I am willing to shop at this store in the future because of the customer service and kindness received. Otherwise, the company and local repair/warranty service would have lost a customer.

Sometimes, products fail, in any company. The difference in whether a company retains a customer is often what happens after. The Philipsburg store manager made it right, when no one else would....