Raymour & Flanigan Furniture and Mattress Outlet & Clearance Center — Local services in Springfield

UPDATE: don’t be fooled by their response below. I’ve emailed and called. Their “escalations” team have told me there is nothing they can do. I’m now stuck with a mattress that I can’t use and I’ve only had it for less than 14 months. Don’t make the same mistake I made. Purchase direct from the manufacturer, don’t purchase from 3rd parties.

I am utterly disappointed by Raymour & Flanigan’s complete disregard for customer satisfaction and product quality. I purchased a premium FIRM queen mattress for nearly $3,000 in February 2024 specifically because I suffer from scoliosis and nerve impingement, requiring proper support to avoid debilitating pain. One year later, this expensive mattress is already sagging dramatically in the center, causing me to wake up each morning with excruciating back pain.

Their technician conveniently arrived at my home at 10:30 AM today—a full six hours after I had gotten out of bed—and even then, still observed a 1-inch sag. Had they arrived within an hour of me getting up, they would have clearly seen a sag closer to 3 inches. The fact that Raymour & Flanigan considers a 1-inch sag insufficient for a replacement (for a premium firm mattress) is disgraceful and insulting, especially given the high price of their product.

Their refusal to stand behind their product or respect their customers’ health and comfort is appalling. This entire experience has been...

Happy with what I chose. Unfortunately, the salesman, though showed me the electronic invoice listing my choice, subsequently entered the wrong SKU number, did not show me the final invoice and only asked for my 'digital' signature which was simply 'press this button'. Only when I went home that evening an reviewed the emailed invoice did I notice the error. I called the next day and was told the salesman would call me right back. After 2 hours waiting, I ended up driving back 30+ minutes to the store, tracked down the salesman who was taking a break. Once the original order was cancelled and a new order created, the customer service desk reps who process the invoice and payment, could not figure out how to transfer the original payment to the new order. Another 30+ minutes after that, the actual invoice (I asked for a paper copy this time), did not reflect the actual payment transfer transaction, only the new order price, a 'deposit' entry that actually was balance due between the two orders, with then a zero due balance. I had HS accounting, and I could not believe they could not reflect the payment transfer on the invoice. 3+ hours! Very frustrating and wasted my Sunday afternoon resolving...

How dare you ask me to rate your store for the receipt of my new furniture. I have been waiting half a year for my furniture, and can't even get one of your employees to call me back with an update. You took my 2000 dollars and have delivered nothing. No employee can give me an update when I call, only empty promises that end with the date being pushed back.

I would advise no one purchase furniture from this store. I ordered a special order from Macy's the same day, and was not charged until my receipt of my order. Although that order was pushed back as well, I was proactively kept informed and ever promise made was kept.

Oh, and when you call corporate to complain, they send you to the store manager, who... you guessed it... doesn't follow up or call you back.

The last time I called to check my status, I was told by an employee: "I don't know when your order will come, you'll have to call back."

I have ALREADY CALLED BACK 15 TIMES OVER THE LAST 3 MONTHS?! HOW ABOUT YOU SERVICE YOUR...