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

I would like to start this review regarding the customer service I received while selecting my bedroom furniture. Shannon R. was my sales representative, and he was excellent. Shannon was very patient and knowledgeable during the visit. He never once pressured me while I was trying to decide on what I wanted and made it extremely clear on pricing for each item I was interested in possibly purchasing. As I mentioned, he was extremely patient with me as I tend to ask a lot of questions, and this is with anything. He even called one of the managers over to help with an item in regards to the price and let’s just say, I saved a few bucks. Great all-around customer service. Next was the delivery. To make this part short, the wrong color was delivered as this was noticed shortly after the delivery drivers pulled off. I quickly called the store and spoke to Dan D., one of the store managers.

Dan too was excellent as he suggested I take photos of the set and if I still thought the color was not correct, I could send the photos in to discuss. The next day, I was for sure certain that the color was not what I ordered. I emailed the photos and later on that day, I went back to the store and met Emma B., another store manager as Dan was not in. Emma too was excellent, very patient and kind. As I fast-forward this portion of the story, the order was cancelled, and a new set was sent out. So, the new order arrived, and the set was damaged. I quickly called the store and spoke to Emma and just to fast-forward again here, I did not need to keep this set as Emma and Dan worked with me to get this resolved. Now, enter Dan again as he helped me pick out a new set that I truly love, and it was delivered in good shape! During this visit, and yet again, Dan was patient and kind as everyone else mentioned thus far. Emma and Dan are fantastic managers who certainly pride themselves on excellent customer service to ensure the customers are happy. Thank you both and GREAT job! Oh, forgot to mention, Emma even called to follow/up to make sure all was well after I picked out another set.

I cannot forget to mention Tosha S., whose customer service phone skills are top notched! Every time I called the store (which was quite often) during this time, she ALWAYS made me feel as if I was not a bother. She answered the phone with a “bubbly” attitude each time and I LOVED it! Believe me, she will make you feel as if you are always welcome to call if you have any problems as this is important with any job in customer service, so she nailed it. She was all around helpful.

Latonia H. was nice as well. Again, great customer service skills also. I did not speak with her as many times as I spoke to Tosha, but she was friendly during the times I did.

Last but certainly not least, I must mention, Iyonna K. During my last in-person visit, Iyonna helped out a LOT at check-out. Let’s just say, when I saw the invoice, I SMILED all the way out of the door as every penny counts in my wallet. Iyonna was extremely pleasant as well. Again, excellent customer service.

I am still not quite sure yet about the mattress. The mattress has a very strange and unique (not in a good way) scent. I will give it a little more time and see if the scent goes away.

I wanted to highlight here the PHENOMENAL customer service I received after my initial first visit. Sometimes, it is important to also be a great sales team after the customer has made their purchases and this team did just that, so GREAT JOB EVERYONE!! Ten stars...

Shopping with this company was the worse experience I’ve ever had! When we arrived to the Springfield location on Baltimore Pike, in Pennsylvania we were greeted by Teddy our sales guy. He was nice and assisted us with our purchase and took us on a tour path to see the bedroom sets.

We made a decision, purchased a 5 piece bedroom set totaling a little over $4,000. Everything was fine until delievery day.

At 11:56pm on 9/2 the night before delievery Chris from the R&F Warehouse called me and told me that my “side rails” did not come in and he would not be able to deliver my bed set. Keep in mind we took off of work on 9/3 not to mention calling me at almost midnight instead of selecting a decent time during the day; incredibly unprofessional!

Nothing was delivered on 9/3. I called to reschedule my delivery and was told by Joe Jones the Store Manager, that all parts would be in on 9/10 and the first available delievery date would be 9/12. Well on 9/12 JR from the warehouse called me at 7:45am (15 minutes before my scheduled delievery time) to inform me that he was at the warehouse with his delievery driver -loading up the order and the Queen Adjustable base that I had ordered was not in stock. He goes on to further explain that at the store level Teddy: entered the wrong base with the ticket. Instead of ordering a Queen size base he ordered a Twin XL base. This was an obvious mishap bc the bed we ordered was a Queen size bed! While this is also frustrating, mistakes happen and I wasn’t upset because Teddy was so accommodating when I was at the store.

The drivers arrived about 20 minutes later, with my bedroom set which WAS COMPLETELY DAMAGED! Our furniture was not wrapped in plastic and protective cloth. It was COMPLETELY UNWRAPPED AND SITTING ON THE TRUCK WITH NO PROTECTION! I was absolutely infuriated at this point as you could imagine after waiting TWO MONTHS FOR DELIEVERY FROM THE PURCHASE DATE BACK IN AUGUST!!! I called JR at the warehouse and told him the condition the furniture was in and he assured me to accept the furniture”as is”and he would work with the store to get me an “even exchange” when the entire set was back in stock. At this point we are just completely frustrated with this entire process! Keep in mind they delivered my damage furniture with two box springs bc my adjustable base wasn’t in stock.

On 9/13 they deliver my adjustable base. Today is 12/7 the furniture has finally come in and they will be delivering it this morning. I’m keeping my fingers crossed that they can get it right after 4 months! This experience has been ABSOLUTELY HORRENDOUS!! I WOULD NEVER EVER SHOP WITH RAYMOUR FLANIGAN EVER AGAIN! Their service is absolutely TERRIBLE! Run and spend your hard earned money elsewhere, for us, they just couldn’t seem to get it right and the amount of time I had to take off from work for “RE-deliveries” is...

If I could give 0 stars I would. My experience with Raymour and Flanigan has been unprofessional, uncommunicative and just outright disappointing. My fiancé and I ordered our couch back in March 2021 and were told that the couch is 10-13 weeks out. That’s fine. We waited the necessary time, paid for our couch in full. June 1, 2021 we finally receive our couch, but not the entire couch. We are missing an important section of the couch that we were told must have been “lost in the warehouse”. We waiting and waited for an update and failed to receive one. We sent multiple emails to the store managers and received silence in return. We followed up with them via phone call and we were finally told that the missing section was ordered and expedited and we would receive it no later than mid-July. Mid-July rolls around and we receive no word from the representatives at Raymour & Flanigan so we called the store ourselves. We are then told that oops the order has been pushed to August now. Again, frustrated at the absence of any communication unless it was initiated on our end and frustrated at the lack of “expediting” happening, we did give them until mid-Aug. Mid-Aug comes and goes. We have received, yet again, NO UPDATE from any representatives at Raymour and Flanigan. We called the store YET AGAIN. To our utter shock we are then told that the missing section to our couch that was ordered in March 2021 will not be expected until Mid-December. As I’m sure you can understand our extreme frustration and disappointment, we asked to speak to someone in corporate since Management was clearly not taking the situation seriously. We were rudely (as we were always talked to when initiated a call to the store) told that corporate wouldn’t do a thing and given the wrong number to corporate. After finding the corporate number ourselves, corporate was shocked at the timeline of events from our experience. They assured us that a regional store manager would be in contact with us within 24-48 hours. It has now been a week. I would never recommend this store to anybody every again. We simple want the rest of our furniture that...