Raymour & Flanigan Furniture and Mattress Outlet & Clearance Center — Local services in Town of Cheektowaga

We bought a bedframe from this location 2 years ago and purchased the protection plan. When the frame broke and we called for service we were told that the frame was discontinued and no parts could be ordered for it. So they gave us a credit to pick out a new frame.

When we went in on Sunday 4/18/21 we were told to ask for the manager Matt A. They were very busy and we had to wait quite a while before he came over. But as soon as he came over he was very apologetic for how long we waited, and was very attentive to our needs. I could tell he was busy and had probably a dozen other things he needed to attend to, but he never made us feel rushed or like we were bothering him. We truly felt like valued customers.

And what should have been a simple transaction became more complicated because of a mistake I made, but Matt showed even more patience and offered to help further to help solve the problem, which again, was created by me.

Kairo, the customer care representative, was also incredibly patient and helpful, as my blunder caused him to redo our entire order. But he made sure to take the time to make sure we got everything right and that we completely understood everything before we left.

They were both incredibly professional, patient, and efficient, and they were excellent ambassadors for the Raymour and Flanigan brand.

And finally, for the cherry on top, during the finalization of our sale, Matt had to step away. Once we got home, he called us to apologize for having to step away(no apology was necessary but it was certainly appreciated) and he thanked us yet again for our patience.

I can't remember the last time I received such outstanding service anywhere, and if I could give them one million stars I would. But they probably would still deserve...

Never have I ever had more confusing/terrible service that I have at this location.

Ordered a sectional in early October and told our pick up date would be November 1st. Long time, but not an issue since it was a popular product.

November 1st comes around and we call for an update for the sectional which they say is pushed back to November 14th.

No calls. No emails. You will get no updates if your order runs late unless you call the store yourself.

The manager Amanda was nice enough to comp the delivery fee while we waited or allow us to pick something else. Nothing else appeal to us so we stayed with our order.

November 14th comes around and the order still isn’t in and staff told us it will be pushed back to the 21st. Again, no updates unless you call in.

However, they did say we can pick up pieces of our order that they have at the wearhouse. We agreed and rented a U-Haul and picked up 3 pieces of the 6.

Rob, the store manager, stated they would call us and give us updates when the rest would be available as the new date got closer. Which also didn’t happen.

Finally we called in again, and they stated they could for the final pieces after the weekend(Finally).

Only to call back minutes later and say we’d have to come in since the order was switched to a pick up. & that delivery would take longer.

Finally I simply asked when every piece would be at the location so we could rent another U-haul to pick it up all at once.

They said Tuesday.

Tuesday comes and guess what.

Can’t even tell if the problem’s the location or what, but this was my first experience with R&F and I’m sad to say it was...

I had a mixed experience at the Raymour & Flanigan store on Walden Ave, in Buffalo, New York. Normally, I don’t take the time to complete feedback forms, but because of the blatant racial bias I experienced in that store I am taking the time. As an African American Male I have seen and experienced a number of micro aggression in the retail sales industry. But to walk in a furniture store, with three white salesmen at the door, and approximately 10 Represenative on the floor and not receive assistance is beyond me. I asked a White older gentleman, where could I find end tables, described what I wanted, he then said “go look in the Closeout”. Hmmmm, but another gentleman came in ( Caucasian) , he was greeted with conversation, by the sales person and was walked to various floor displays that might meet his needs. After searching for 30 minutes, with not one sales person asking to help. I proceeded towards the exit, as I was leaving an African American salesman who was finishing his lunch in the break area, saw my frustration lefhis lunch and ask if I needed help and could he help me. I told him about my experience he then walked me around until we located what I needed. He walked me to the cashier, contacted another gentleman to wrap the furniture for transport. Akeem Long, was a bright light in an obvious racially discriminatory environment. So, hats off to Akeem for picking up the ball drop by staff. So my experience was bitter sweet, with great furniture, finally received great customer service, but the blatant racial bias left the experience bitter sweet. So I give it a...