Raymour & Flanigan Furniture and Mattress Store — Local services in Somerville

NEGATIVE INFINITY STARS...

Somerville, MA store location. I was assisted by Rich last week, but he left for the day after I returned for the second time and I was later assisted by Chaz to complete the order. Rich was great and actually apologized for the bad quality of the Mae Bookcase bed frame after I called him to let him know that I rejected delivery. On the other hand, Chaz only cares for his commission and called me back (Chaz called me at 12:11pm on 07/08/2024) after he found out I rejected the delivery to question me to the tone of, "Didn't you check the quality of the bedframe on the showroom before ordering?" No apologies from this Chaz dude because his objective was to maximize his earnings through the commissions (cancelled order = no commission). Thanks to Chaz, I will never step my foot in a R&F ever again. Yes, I already told others about my experience. This dude knows my address because he said going to the Somerville store from my home isn't that far (even though I never told him where I live, he probably looked up in the database), so if anything happens to me and/or family between now and in the future, we all know why. By the way, Chaz also told me that if I go into the store that day and use my physical credit card to swipe at the terminal, I can get a refund back immediately vs the 5-7 business days if not. Hahah, I also believe in purple unicorns. On the day I was at the store, Chaz told me all about those people who came in the store and wasted his time and don't buy stuff - that should been a red flag for me. Now, I know the truth!

07/07/2024 (delivery team headed by Kennedy, probably the delivery team's head point person): Mae bookcase bedframes delivered with damages (paint chips and deep cracks on bookshelf, screws can't be tightened because they don't have the right tools (wobbly bedframe), screws that puncture the footboards. In fact, they admitted it was their first time installing this type of bedframe. The delivery team pressured me to sign and accept delivery saying if they take it back, the store won't know where it is and it will be difficult to get a refund. "You will have more leverage if you sign and keep the bedframes." Yes, just like Peter Madoff, I should keep believing in the magical dust of high investment returns. This is a third party contracted delivery team with their purple R&F t-shirts. After I reject delivery and I pointed out the hardwood floor damages, they ran for their lives. NEGATIVE 100 stars.

If your house is damaged by the delivery team, you can forget about any resolution, especially if you reject the delivery.

Pedro (one of the floor managers)- unlike Chaz, Pedro apologized and asked for another chance. I said sure, I will definitely consider. But after Chaz's call, I will never ever step my foot in a R&F in my life. Pedro and the other floor managers and the executive leadership team at R&F can thank Chaz for that. R&F probably don't care and will ask me to email them at their customer service email after responding to this posting. I have told all of my friends about them. After I told Pedro about the damaged hardwood floor, he said it will be escalated to the operations team lead and they will reach out and contact me back within 24 hours to find a resolution to the damaged hardwood floor caused by the delivery team. The promise was made on 07/7/2024 at around 1:15pm and...

Although I ultimately did not purchase my furniture from Raymour & Flanigan, I absolutely had to write this review because of the exceptional experience I had with Vanessa (Sales Associate) and Mark (Manager). Vanessa was incredible! So convincing, knowledgeable, and kind that in just one visit I was able to narrow down and make a selection. She has a special gift for understanding her customers. She noticed my hesitation and fear around making such a big investment and took the time to reassure me, ensuring that I felt confident and informed every step of the way. What impressed me most was that I never felt like she was just trying to make a sale, she was truly trying to help me find what was right for me. She was not overwhelming like most sale persons are... I felt relaxed and like I had time to choose. Vanessa even stayed beyond her scheduled time to continue assisting me, which showed her dedication and genuine passion for her work. By the time I left the store, we shared a hug because it felt like our connection had gone beyond just furniture shopping. It was like talking to someone who truly cared.

Mark, was equally wonderful. His great sense of humor and personable nature immediately put me at ease. By the time I left, I felt like I had spent part of my visit chatting with a friend rather than a store manager. Together, Vanessa and Mark make a fantastic team... their warmth, professionalism, and authenticity are unmatched. The only reasons I didn't complete my purchase were practical ones: the specific furniture piece I wanted simply wouldn't fit in my apartment, and I didn't want to settle for something else. Additionally, their delivery fee is a bit on the higher side, and the policy that furniture cannot be returned once delivered gave me pause. But none of those reasons had anything to do with the outstanding service I received.

In fact, I felt genuinely bad that I didn't end up purchasing from them because they truly earned my trust and made my experience memorable, hence this absolute voluntarily review. If I were certain about a piece and didn't require the option to return it, I would absolutely shop here without hesitation. Vanessa and Mark sold me on Raymour & Flanigan, and even though I walked away without a purchase this time, I walked away with immense respect and gratitude. I wholeheartedly recommend Raymour & Flanigan, and I wish Vanessa and Mark nothing but continued success in their careers. They are true gems in their company!

September...

Updated: the bunkie board and mattress ended up being much higher than I was told in the store. Michael insisted I needed the bunkie board because the slats on my bed were 8" apart and the mattress warranty required it. Both of those statements were false. My slats were much closer together than that, and upon reaching out to the company that makes the mattress I purchased, they confirmed my bed meets their requirements for their warranty without the use of the bunkie board. After forwarding Michael those emails, I was able to schedule a pick up and get a refund for the bunkie board. They solved the issues quickly, but the misinformation was incredibly frustrating.

Michael and Alison were amazing!! I came in already knowing which bed I wanted, but I needed help picking out a mattress. Jen, the manager, greeted me as soon as I came in and brought me to the bed I was interested in to look at while they paged Michael. Michael had me try out two mattresses to start in order to determine if I liked firm or plush. He had me spend a good amount of time on each mattress we tried so I could get a good feel for it, and he had me compare each new mattress we tried to the first one I liked. There were A LOT of different mattresses in the showroom, but he only had me try the ones similar to the first one I liked. Michael was very knowledgeable about the mattresses and I really appreciate that he stepped away sometimes to allow me time to test out and compare the mattresses without hovering.

Alison finished up my transaction and she was great as well! After I decided on the mattress, I had some questions about the warranties. She was very knowledgeable about them and explained them to me in a clear and concise manner. She was very thorough and went over the costs of the merchandise, warranty, delivery, and tax. I was pleasantly surprised at how inexpensive the white glove delivery was compared to other furniture stores!

Overall, it was a great shopping experience. I never felt rushed (I was there for 3 hours trying mattresses) or pressured to make a decision. They truly cared about making sure I got what worked best for me, and at no point in time did I feel like they were just trying to make a sale. I highly recommend this location to anyone looking...