Raymour & Flanigan Furniture and Mattress Store — Local services in Town of Big Flats

I wish I had chosen to spend my money with a company that values their customers. Over two months ago I placed an order on the website for a dining room set, 2 end tables, a TV console and a bench. I received an email confirmation of my order that indicated the TV console was in stock, the 2 end tables and bench would be delivered in 1-3 weeks and the dining room set would be delivered in 4-6 weeks. All seemed reasonable. The company charged my bank account that day. I have not received another email from the company since (other than to rate them). Fast forward 5 weeks (table was the longest out at 4-6 weeks) from the day I placed my order and I called to figure out when I could schedule delivery so I could be sure I was off work and home- I hadn't been overly concerned with the lack of communication about delivery of the items that were in stock or had a short delivery window because I had figured they were intending to deliver it all at once (easier on me anyway as it was meant I didn't need to be home multiple days). I called and first ended up at a "local" distribution center which wasn't actually local and the girl there told me that she was going to look into my order and call me back. Well 7 days later i still hadn't received a call back so I called again and got the same girl. She said she couldn't give me any info other than my items weren't in but I could call the customer service number to get more information. So, I did and I waited for 45 minutes until I reached someone and asked the person I spoke with if he could give me an update on my order and when I could arrange for delivery. Let's just say I was surprised when he told me that not only were some of the items not in yet, it was still going to be months until they were in. Confused by this I asked why I received an email that gave pretty clear expected delivery dates including one item that was to have been in stock 5 weeks ago. He responded with, you are aware of COVID correct. Yes, yes I'm very aware of COVID. I'm also aware that I placed an order in May, months after we began to see issues from this pandemic. Had I ordered in March, I wouldn't have expected a website that was up to date on delivery expectations or even a message about delays for that matter because we didn't know what was going to happen then. Months into this situation, I would expect a business to not only have notification of delivery delays on the ordering site and via email but I would also expect that they wouldn't be sending emails with expected delivery dates that they could not meet. I'm no IT expert but it cannot be that difficult to adjust delivery information that goes out via email. Due to his VERY snarky and unprofessional tone I relayed this message and asked him why the company charged my account the day I ordered if they knew they were having significant delays and wouldn't be able to even tell customers when they would receive the items they paid for his reasons was "Look I'm doing you a favor by looking into this, this isn't even my job." Wrong answer. Then send me to someone who can help me. He put me on hold to transfer me to another department. I have no doubt in my mind that he didn't actually transfer me because I sat and waited for 30 minutes and the line went dead. I have a feeling he got a nice 30 minute break from work while it looked like he was talking to me!

I call back in to the distribution center, explained what I had encountered and asked if she can transfer me directly to the department I needed. She told me to call the customer service number and what numbers to push to get where I needed. The next guy I talked to was great (wish I remembered his name) but he was very nice but blunt, apologized for the company and told me that the date the first guy had given me for the dining set was actually incorrect and it was going to be even longer than that.

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*UPDATE: the bed and mattress finally arrived 3 months later, most likely due to COVID. We got everything home and set up and almost immediately noticed sagging in the mattress. After dealing with customer care, who don't have a CLUE, someone from the service center came to inspect the mattress. Turns out we were never given a box spring! We were told the mattress was a hybrid mattress with a built in box spring and we didn't need a separate box spring. So, i refused to pay for a box spring. The store Mgr did compensate me with a gift card, but I still had to pay $26. Ok, no problem, whatever. Today, my husband went to pick up the box spring and the felt bottom was completely torn across inside the plastic. Easy fix? Mostly likely, just staple it back to the frame. BUT, WHY would you sell a product like this?? No, I did not report it to the store manager YET. My son has been sleeping on a screwed up mattress for weeks now. Throughout this whole ordeal, never once did anyone show one bit of remorse, no sincere apologies, nothing! Never even spoke to the salesman. We will NEVER do business with R&F again. We will be reporting them to the Better Business Bureau and making a corporate complaint.

‐-‐------------‐------------------------------------------------------------ We were working with a salesman the previous weekend and were unsure of which bed we wanted to purchase for our teenage son. The salesman gave us his card when we left. We returned the following weekend wanting to look at a different bed. Upon entering the store a female salesperson greeted us and asked if we needed any help. I noticed right away she seemed very different. We told her we were just looking, which we were. We wanted to see if they had a particular bed in stock so we could get a better idea of the look and how well it was made. As we were looking for the bed, we ran into our salesman. He. Immediately asked if anyone was helping us or if anyone greeted us when we entered the store. We said no one was helping us but the lady did greet us. Seemed it was an issue because we didn't tell her we were looking for him. He was looking up the beds we were interested in and this lady walks up on us and just stares at us. Our salesman asked if he could help her and he said we were his guests and he was sorry. Apparently "sorry" because she greeted us at the door and didn't tell her that we were looking for the particular salesman, that we were just looking and we screwed her out of a sale! We found this experience extremely awkward and unprofessional. We weren't certain if we were even going to make a purchase. Who knew that you couldn't just walk in and look before deciding...

Terrible customer service! I went in several months ago to buy a particular couch. When I asked the salesperson about the couch she didn't know what model I was talking about and I had to show her on my cell phone with the raymour and flanigan website. When I told her the fabric and color I was looking for I was told that that the couch only came in two colors. Again I had to show her on the raymour and flanigan website that there was a huge selection of colors. Couch was purchased and I was told that it should be about 8 weeks for delivery. When the couch was finally ready we went to pick it up and was not told that half the couch had been damaged, it was a sectional. The manager offered to let us take part of the couch home. I thought something was very odd as the fabric was not what I thought thought had ordered. I checked my receipt at home and indeed the couch was the wrong fabric. Notified the store and was told to hang on to the couch while a new one was ordered. Apparently the salesperson had no idea that the color I picked did not come in the fabric I wanted. At no point was I told that this was a special order I was simply told that the cash would be a while to get ready. After several months of no couch I called to cancel the order and was told no problem and that somebody would contact me to pick up the loaned couch. A week and a half went by with no contact from the store to arrange a pickup. When I finally called back a manager was put on the line then I was told that the couch I had ordered was quote a special order and was not returnable. I was incensed! I had to argue with the manager about the fact that I was not told it was a special ordered furniture. I demanded my money back as I did not have the couch I wanted nor was I told that there would be an issue upon returning any couch or canceling any orders. After the manager contacted corporate he called me back and said that there would be a full refund due to the fact that the salesperson screwed up. I was then informed that I had to return the couch myself and that raymour and flanigan would not come pick it up. Terrible customer service! We had to rent a truck and drive 45 minutes to return a couch I had not ordered in the first place. They will never have my business again and I will make sure to tell anyone speaks of buying from this company that it is poorly run, and they don't give a darn about making sure that their customers are taken care...