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

My final rating remains to be seen. I visited Raymour and Flnnigan 3 times, as well as other stores, before ultimately deciding on Monday, November 11th, to purchase my livingroom furniture from Raymour and Flannigan. We worked with Rebecca Kane in the Latham, NY store. She met the minimum expectation of a sales rep. For the most part everything went well. Until the actual purchase began, then the vibe changed. We had asked about a government discount, only because we had previously been informed of such a discount at the Raymour and Flannigan Outlet store. We were completely taken aback by the way in which Rebecca responded to our inquiry. A simple, oh I'm sorry, our store does not offer such a discount would have sufficed, but instead she respond quite rudley as if it was an insult to ask, and went on a 5 minute rant about the other store and their sales person and how he was wrong in even offering a discount, like he was breaking policy or rules. As a person who has worked in training customer service for over 23 years, this was a huge red flag. You DO NOT speak poorly of coworkers and other departments to your customers. It is very unprofessional and awkward for the customer. Once the purchase was paid for, then Rebecca decides to tell us that the store has an absolutely no return policy once the furniture is picked up or delivered. This information was also delivered rudely. A no return policy is crazy and I would have appreciated knowing that before making the purchase. We were informed that the love seat was in the warehouse, but the sofa would not be until the following Wednesday . We were okay with that. We planned to pick up the love seat on Friday. The very next day we received a call that the sofa is now not going to be in the warehouse until December 1st. Recalling that my mother in law had a similar experience with this store, where they changed the date of her furniture delivery 3 times before they ultimately told her the furniture is discontinued and not available at all, I suddenly became concerned that if I pick up my loveseat on Friday, and down the line they tell me the couch is discontinued, I will not be able to return the loveseat. So, to be safe, we postponed picking up the loveseat until the couch is in. I am really not feeling good about this. We may all be sitting on the floor this holiday season. I hope I'm wrong. I will update my review when we see how...

Girlfriend and I had an easy sales process which was informative, professional and smooth for a new couch. We paid considerably more for delivery service and were instructed that we were to have to find our own means of disposing the existing couch we were replacing. All fairly standard and up to this point, not noteworthy...

...until delivery day came, the tracking process was easy, however rather than using Raymour's own vehicles and staff to deliver, they had contracted out to a third party whose professionalism and expertise was nonexistent. I was watching them try to ram in the couch to the entrance of my home, possibly chipping the legs, and taking non wrapped cushions of part of the furniture and throwing them on the lawn! When we asked them to try and remove the legs to make it fit, they stated they do not have the tools and should reschedule asking them to provide, which while I get to an extent...but if I'm paying hundreds of dollars for white glove delivery this should not be an issue and tools should be available, on top of not having my brand new furniture handled as if its a yard sale.

We ended up refusing delivery since we were not willing to be responsible for damaged merchandise as it is policy that once the drivers leave and the goods are home, its yours. So now we are left with a bare living room, and a heightened level of stress from a terrible end to the weekend.

On a final note, we have already reached out to R&F regarding resolution and are looking forward to discussed terms which I will not go into here but am optimistic based on my conversation. This review will be revised either way depending on execution of service, but I cannot in good conscious recommend a company at this time that does everything well until the delivery of goods, in which case the ball is not just dropped...it felt slammed into my gut unnecessarily to save some extra money.

EDIT: I believe the company contracted was along the lines of Genesis Contracting. I would advise R&F to take a hard look at how their business partner represents their company based on my interaction.

Edit 2: They did send out their own crew who was everything I hope the initial experience was. Please have higher standards for your...

Disappointing Experience Despite Finding the Right Mattress

I recently visited Raymour & Flanigan in Latham to quickly check on some furniture I had been considering. While my first visit was excellent—thanks to an accommodating and helpful agent named Bailie. My latest visit left me disappointed due to the behavior of another sales associate, whom I believe was named Rebecca.

I came in tired and short on time, admittedly not as mindful as I should have been regarding bed hygiene. When I tested some of the mattresses without a pillow cover, the sales representative quickly approached me to correct this. While I understand the importance of protocol, the manner in which she addressed me felt more like a reprimand than a friendly reminder. Her non-verbal cues suggested irritation rather than concern for my comfort or the store's protocol.

When I tried to explain my situation about the daunting process of finding the right mattress and that I was also working with another sales agent, hoping for some kindness and understanding, her demeanor seemed to shift to annoyance. The interaction felt cold and curt, leaving me embarrassed and uncomfortable. I left shortly after.

It’s unfortunate because Bailie had provided such a positive experience, but based on this last visit, I can’t recommend Raymour & Flanigan. I won’t be reaching out further or returning to the store.

In hindsight, I wish I had more time to explore the store; perhaps the associate would have been more accommodating. While looking for reviews, I found affirmation on how great Bailie has been to others—no surprise, she was outstanding. I also wish I had asked for TJ on my recent visit when Bailie was not there, who I was referred to by a friend and also has great reviews, or perhaps Hillary or others, whom I never met but they seem to have received consistently lovely feedback as well. It's a shame that one unpleasant encounter overshadowed what could have been a more...