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

I’ve been a customer for awhile so has my family. Through the years they have changed staff. I’ve never experienced such unprofessional and dishonesty in a business. I bought a lot of furniture and told them from the beginning I’m moving to another state and even gave the address. I asked about the warranty etc before making my purchases and then was told again by the pick up furniture guy when I picked up my furniture. I was told not to open the boxes of the furniture because it would be easlier for me to transport it. I did ask what if something were yo be wrong with it I was told not to worry they have that third party company in the state I was moving too and the items were covered under warranty. That’s it would be replaced. So I was okay. So I moved to my other state and opened all the boxes and everything was fine except for two pieces of furniture. One was the top of a cocktail table which is damaged and tte other one was one of the dining room chair which that chair i might be able to live with it because it just has a bubble and scratch but the table no I can’t. I’ve gone back and fourth with them for whole now. The assistant manage only recommendation she had was for me to drive the table all the way back to NY which is 17 hours away from me to do an exchange. She told me that that third party only does shipping and can’t do anything for me. I told her what was said and she said oh well it’s in warranty but you have to come to ny . The regional manage r was suppose to call me I’ve made contacted a few times and he has completely discarded my calls and never called me back. Also his staff has said they have him the message and I’ve still received no call back. They have lied to me and was dishonest. Dismissive also. What kind of business does this. If your in the wrong then you should try to correct it but this company did nothing. I will be taking this further. Expecting me who is disable and having very small child to care for to drive 17 hours up to Ny and 17 hours back. One of my child is 2 years old and has austim and other disabilities....

Our extended family has spent thousands of dollars at Raymour & Flannigan and have always purchased the platinum protection (because things happen). We purchased a dining set in October 2024- a table, cloth padded covered bench, and 6 chairs (2 extra because we loved the set). After a few months, the coating on the table (which we thought was polyurethane but it wasn’t) started to break down. Since I had the platinum protection, I took my time calling R & F. This July I finally called. The man who came to assess the situation accused me of using “acetone” on the table and then using “pledge” to make it look better. Both statements were totally false. He said it couldn’t be fixed and I had two weeks to purchase a replacement (they don’t carry this set anymore- not that I would have purchased the same thing again anyway) I called the supervisor person (Rosio) and told her my dilemma. I felt that this was a manufacturers defect and I wanted someone to look at the table to see that there was something seriously wrong with the coating. We don’t have a family with kids and we were very careful with everything we put on the table. Always had protection under hot pots, etc. Rosio had complete trust in the man who came to look at the table at our house and even though she said that someone would look at it, she never called back.

We did find a nice replacement and were given credit for the original set but we can’t get the platinum protection since this was a “replacement” purchase. Ridiculous! We paid full price for the new set (significantly more) and even though we strongly feel that this was a manufacturers defect, which surfaced in the first year, we cannot purchase a platinum protection plan. We have never had to use the protection plan all these years and I don’t think I will be going back to R&F because of this unjust situation. Photos...

The shopping and sales process was excellent. The sales associate struck a good balance between letting us browse without feeling pressured and being available when we had questions. Once it was time to talk details about the sectional couch we were interested in she was very knowledgeable and helped us identify the necessary modular pieces to fit our space. I was very pleased with the in store experience.

Delivery was scheduled quickly and our couch arrived in perfect condition. The delivery associates were personable and effective at getting the couch pieces into the space. The reason I didn’t rate 5 stars was because I think the delivery process can be improved by providing delivery associates with slip on booties when walking in a customer’s house or implementing a company policy to require shoes to be removed, particularly when the weather is wet or snowy (as it was during our delivery). I realize that’s not necessarily ideal for the delivery personnel but if I’m paying $260 for delivery I would prefer not to have to vacuum and mop my floors after delivery. In my case our sectional sofa came in 3 pieces, each which joined together with preinstalled metal clips but the delivery service did not include joining the pieces together. This was less of an issue for me because it would’ve meant the delivery associates would’ve spent more time shuffling around in wet shoes but for others who might not be capable of joining the sections it’s worth noting. I will say, the delivery associates we had seemed to understand we weren’t happy with the wet shoe situation as they tried to limit where they were stepping (ie avoiding the area rug) but aside from them taking off their shoes they didn’t have any other option… let’s get these folks...