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

Edit: The manager has been excellent at trying to rectify the situation. I have edited my review from 1 star to 4. If the second part goes as expected I will edit to 5 stars.

Well lets see where to start with this review. First impression here was nothing less than amazing. Salesperson Jessica was great (maybe not). My Wife and I explained out situation to her and she said people come in and shop all the time while they wait to close on a house. So through the entire process which took a couple different trips we ended up purchasing a dinning room table, 8 chairs for it, a kitchen table with 2 chairs for it, a server, a sleeper sofa, love seat, accent cabinet (my wifes coffee bar). We were told that all we had to do is come on in when we got a closing date and paid the balance in full and they could have the stuff there by closing. Side Note were were told the couches would be delayed into early October which we were fine with. So when I went into the store to pay on 9/10/20 the lady took my payment and then I said how do I setup delivery and she said let me look at that for you. She said about 4 of the items were there and ready and the rest should be in Monday or Tuesday. She said please call on Monday and we will be able to schedule delivery for you. I said okay and left. I called up on Monday to be told stuff still isn't there and that I needed to call back on the 18th. I let the person know my frustration so she insisted I speak with my salesperson. I did not get Jessica on the phone I got one of the Managers who was very rude and has very poor customer service skills. He was basically ready to just cancel my order rather than deal with my displeasure. He claims the person that took my payment on the 10th never switch my order to track so all the items that were there for my order have since been sent to fill other orders. All they now have in stock was 1 of the dining room chairs. He continued to make it sound like it was my fault that the order was never switched over. I explained to him how I did not work there and I am going off what I have been told. There is no reason to lie to your customers. I just need to know when you can deliver these items because if you can't provide them in the time frame I was originally told was fine I will need to cancel my order and go elsewhere. Anyways right now I await a phone call from Jessica when there is an update to my order. If I don't hear by tomorrow I will be calling again. I will also update this review accordingly if they manage to deliver in the original time frame we...

Ordered a dresser and stand dresser. Both came with drawers that would not close properly, the left side makes contact before the right side. The dresser was delivered 4 days prior, someone told my wife the delivery guys would fix it when they delivered the other dresser today. The delivery guys said they knew nothing and wouldn't even make a note of the issue with the new dresser. It only takes a half moment of caring on their end to make an issue have a good feeling that my concerns are being recognized rather than feeling like I'm being blown off. No luck trying to actually reach anyone in person, every number I called or option I picked sent me to a voicemail. The "live" chat actually directed me to a link then disconnected. The ONLY way I actually reached anyone was to do option for "deliveries scheduled today" and I talked to someone named John. Nice guy, couldn't really help other than to say that he would make a note and talk to the service coordinator. He also said that delivery personnel aren't allowed to actually service / adjust anything other than pillows on couches type stuff. So there was definitely a disconnect between the service person telling me the delivery guys would fix it and reality. I know live people cost more money and all that but it shouldn't be this hard. Also their email system doesn't send out an order number with the updates and delivery information, so when you DO have an issue and need to submit a service claim you have to dig back through several emails to find it. Would highly recommend the Raymour and Flanigan IT team fix that to make our lives a tad easier. When you have to submit a service claim there is a high chance you already aren't in the best mindset, then to have to hunt down a required piece of information that should be in EVERY email just puts you in...

Purchased the platinum protection plan on my sectional. When I purchased the coverage i was told everything was covered, that’s not the case at all. I Called to put a claim in because of a stain. Raymour and Flanigan has tried every tactic to deny coverage. The first denial was because i reported the stain 2 weeks after it happened, they said i had to report it within 7 days. After some discussion they agreed to service it but now they needed a picture of the stain. I sent the picture and was told there were multiple stains and it won’t be covered because of cumulative damage. After more discussion they agreed to service it again but this time they needed the serial number on the couch but the serial number had rubbed off so they denied it again. Why they need a serial number of a piece of furniture when i have the receipt makes no sense. I gave up after a few more phone calls and just settled on never shopping at this store again. They will tell you anything to sell the protection plan yet have no plans on actually doing the work if you need it. This is not an isolated case either, do a google search on the platinum protection and you’ll find thousands of similar stories.

I emailed Raymour & Flanigan after they responded to my review and guess what? They never responded back to the canned response they posted. I ended up having the piece professionally cleaned and it looks much better, no thanks to Raymour & Flanigan and the sham protection...