Raymour & Flanigan Furniture and Mattress Outlet — Local services in Town of Hamburg

BEWARE: They will sell you used furniture at full price! They remove "used store sample" tag off furniture and will not return furniture. I had to go online, look for hours until I found the regional managers number and report sales misconduct. Worst furniture purchasing experience of my entire life.

I went in and picked a chair on the floor that was around $560.00. I asked Randy the sales rep "is this going to be the chair I get or am I getting a new chair?" And he replied with "No, no, youre getting a brand new chair." For the price I was paying for A CHAIR I expected a new one. I have back problems and took my time picking one that would have good spine support all the way up and down. We waited a week or more for delivery and I threw out my old chair, cleaned the whole area and waited. When it arrived, it had a "used store model" sticker on it! The upholstery was stained and oily on the arm rests, and the wooden legs were completely scuffed!!!! I only noticed the sticker once the delivery guys left. I called them right away to ask. Alex, the "customer care" representative picked up and was immediately apprehensive and disrespectful. He wouldn't listen to a word and refused to see it through my perspective, some "customer care". Can I return it? "No". Can you at least refund me the delivery cost? "No". Can I speak to a manager? "No". Can I have the managers number? "No". Can you drop the price to a used model price so I can put that money towards upholstery cleaning? "No". They completely stone walled me. They sold me a used chair that had been handled by everyone that came across it and refused to help me, pick it up or do anything at all. It was like a con-job. This chair had no sticker that said used, no markings other than one tag with a model number on it. They then ask Randy the sales guy, who outright lies about saying he said I'd get a new one. Why would I buy a used chair that looked like that, and for 560?!?! I was close to tears on the phone. I couldnt believe they made a little team against a customer like that. I was so excited about treating myself and my back problem and they turned what was supposed to be a fun day into the worst shopping experience of my life. After the 30 min call full of tears was over, I was stressed out sitting in my kitchen looking at this giant, used chair wrapped up in plastic with a big USED sticker on it. I had no idea what to do, I accepted that I got swindled and just reported them to the regional manager. Not a single store has ever treated me with such disregard, disrespect and dismissal. My God. I run a business myself and I would never dream of leaving a customer so stressed out and disappointed. If you buy from here, make damn sure you're clear on what youre getting and make damn sure youre getting new furniture for these insane prices. Every butt in Buffalo sat on my chair before I got mine, and they said I'd get a new one. Others may not care it's used, but after paying half a grand, you can at least get a new one. On Amazon they have BRAND NEW chairs for 450, and no one will call you a liar on Amazon. Biggest mistake picking furniture here....

The only reason I am giving a 2 star rating is because the second delivery team was amazing and did a fantastic job that the first team said they could not and would not do otherwise it would be a 1 star. We bought our new Sterns & Foster mattress and Tempur-pedic base on 3/3/2021 at Raymor & Flanigan’s and later that evening I was called and told the tempur-pedic base would not fit up our stairs which at this point no one from Raymor & Flanigan’s had even been out to our home to measure and even look but I was told that there was no way it would fit but they had a better base that would fit and it was cheaper. When the delivery men arrived the next day on 3/4/21 the two men had trouble trying to fit the queen size mattress upstairs oh by the way I only say this from my 5 years of driving a semi for a moving company. I sat watching these young men along with my son who was home from his deployment in Japan and was wondering just why don’t they bring the mattress back down and tilt it to the other side in which they would have had no problem at all because as you go up the stairs on the left side the it opens up to a 12 foot ceiling and away from the wall on the right. My son watched long enough and got up walked over to the young men and the mattress which they managed to get stuck because they wanted to go upstairs tilting the mattress to the right in which as it opens up to the right there is a wall so my son pushed the mattress along with my youngest son pulling the mattress in a bag and it went right up the stairs. The young men then told me that the base would not fit and the new this by their experience and that they were not even going to attempt to try it because it would damage my walls so my wife (56) and I (53) slept on the floor that night and these other 2 delivery men call me to inform me that they were 5 minutes away with a loaner bed frame and 2 box springs so I had to drive from the city of Buffalo back home to meet these 2 young men and when they showed up I asked them about the base and the one young man told me that he knows for a fact and he even called his boss and both of them decided the base would fit ( and you wonder why they know this) the young man measured the width and said if the base was tilted to the left that the side wall would not interfere with the base and it would fit. By the way this was now on 3/5/21 so again my wife and I slept on the floor again because after discussing with the young men and their boss it would have been dumb to deliver and setup the frame/box springs to come now today 3/6/21 to take them out and try to fit the base upstairs where the other to young men said there was no way it was going up. The 2 young men arrive bright and early this morning and within 10 minutes had the base setup in our room with no issue at all and after they finished they left us with a smile and told us to have a great day in which we told them thank you so much and to have a wonderful day. I will never ever shop at Raymor and...

The salesman was outstanding and placing our order was easy. We ordered a sofa, loveseat and recliner and 2 end tables and a coffee table and a box spring for one of our beds. We knew the coffee table might take a few weeks to get in but that wasn’t an issue. We got a call from the sales guy saying everything was in except the table and we could schedule delivery. I called to schedule the delivery and confirmed with the girl TWICE over the phone that all 3 pieces of furniture and 2 end tables were in. She confirmed and confirmed again. So my husband and I take the entire day off work and he takes out all the old furniture and we retouch up the walls and get the room all ready. Delivery guys show up (again super nice and friendly) to tell me they have 2 end tables and a box spring on their truck for us. I question where my other stuff is and they tell me I need to contact the store so I do. My 3 pieces of furniture is sitting pretty at the warehouse!!! I was told the girl must not have noticed when she scheduled the delivery that because we ordered a different color it was a special order so it was 2 separate orders and while everything was in she just approved the tables and box spring for delivery. It gets better tho, it’s at the warehouse and i was told it was to late to have it delivered today or this weekend best we can do is have it delivered in 3 days! ITS AT THE WAREHOUSE AND THIS IS YOUR SCREW UP!!!! They were able to move up the delivery date by one day but for now my 3 little kids are sitting on lawn furniture for the weekend and this will be our last raymour purchase. I understand why the delivery guys don’t call anymore when they are coming. It’s all by text. At least if they had called the day before to confirm delivery I would have been able to confirm what was coming. Make sure you double, triple check that all your furniture will be delivered. But then again I double checked and still no furniture for...