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

WORST EXPERIENCE EVER. I hardly ever write reviews but this has been so awful I want to try and prevent this from happening to someone else. I bought a mattress just only a little over a month ago from here (first time purchasing from Raymour and Flanigan and will definitely be my last purchase). The sales rep Carol assured me that buying the beauty rest class c mattress floor model was going to be a “great buy I won’t regret” and that nobody ever returns those mattresses. Well guess what I regret it SO MUCH. I was hesitant and was going to opt for a brand new mattress as opposed to a floor model because I wanted to be able to return it if something went wrong. She assured me that there is still a 10 year warranty on the mattress and I asked TWICE to confirm that was true because it put me at ease and was actually what solidified my decision to buy it. She said I just can’t return it after purchase but the mattress is covered by the manufacturer warranty for 10 years if something goes wrong. She convinced me it’s an investment purchase I will use for a very long time. She also said I would not be getting next day delivery like they normally promise, which again I was hesitant because I needed a bed asap and she knew that…but I was willing to wait for such a “great buy that I won’t regret”. She promised I would get my bed by a certain date, that almost didn’t happen had I not called to check bc I was tired of sleeping on an air mattress and wanted to make sure my mattress was going to be delivered on said date. Thankfully Jazmin worked her magic and had my bed delivered the expected weekend (Jazmin was actually very helpful and awesome and I’m sad she works for such an awful place). Then the adjustable frame I bought to go with the mattress had it’s cord break in my wall outlet, and it took weeks to get in touch with someone for a replacement. I just ended up ordering a cord replacement off Amazon because they had next day delivery and I was tired of waiting because I wanted to use the adjustable frame that I just bought and not wait weeks. The final straw was when I noticed A HUGE HOLE in my mattress while changing my sheets. I don’t think I noticed it before because the mattress was always flat and this time it was slightly elevated on the frame showing the tear at the seams! It was clearly done by the store or the delivery because it’s at the seam of the handle (see pics) I never moved the bed since it was delivered. It’s also sagging in that location probably bc of losing so much of the insides. Literally I have never picked it up from the handles where it’s torn. After wondering why there was so much white fluff constantly under my bed I finally figured it out because THERE IS A HUGE HOLE so every time I sit or lay on the mattress another layer of fluff spills out! After spending hours on the phone trying to talk to the manager Kevin , (who was extremely rude and tried to make it sound like I was making up the fact I was told there is a 10 yr warranty by Carol) , guess what? THE MATTRESS ISNT ACTUALLY COVERED BY A 10 YEAR WARRANTY. And I “must’ve been confused” bc the “contract” I signed states there isn’t one. Well I’m the idiot for trusting a sales rep so now I’m out $2500 with a broken mattress. To add insult to injury the level of combined gaslighting and lying is DISGUSTING. Do not trust this company and read the contract regardless of how “kind or honest” someone seems… better yet just don’t shop here and go somewhere that does better by their...

I went into the store on May 21st and found a bedroom set I really liked. My sales associate was brand new and was having some difficulties with the tablet he had, but we worked through it. Finally got the order entered, confirmed verbally with associate that all the pieces as displayed were included, including the bunkie board.

Up to the checkout we proceed! Associate asked if I would like the Platinum Protection Plan for $149. I agreed to this purchase, seemed like a good investment. I wrote my check for $1848.77 and was looking forward to my guaranteed three day delivery.

Surprise # 1: no 3 day delivery to Hurley, NY. (13 minutes from the store) Delivery can't be until Sunday the 26th. Not the optimal situation but I'll deal with it.

Surprise# 2: As I'm reviewing the sales order ticket I notice no reference to the bunkie board. Off dashes my associate to make inquiries...upon his return, lo and behold, it's NOT included. I really should have run out of the door at this point, but I really liked the set and wanted to have my bedroom set up before I return to work. I asked if they would throw it in as it was associates error but nope, they can't do that. I made the decision to take away the protection plan and add the bunkie board.

Surprise # 3: I received a call from Sales Mgr, Agon, on May 22. The sales associate "forgot" to include a headboard. This comes with yet another $239 price tag, but they will give me a $100 gift card for my inconvenience.(A better decision would have been to just include the headboard but apparently this company doesn't do business this way) Initially I did agree to this but after sleeping on it I decided it was ridiculous.

I phoned the store this morning and spoke with Agon again. Still, nothing more than a $100 gift card AND I can't get my check back for 7-10 days. Mind you, I have NOTHING other than a sales order ticket. As I was expressing my frustrations, Agon promptly transferred me to Linda. Linda repeated the same tired story.

I am very disappointed with the customer service in this store. It cost my $30 to put a stop payment on this check this morning. I found that the Sales Manager was not empowered nor motivated to make the correct decision. I always thought that in retail, the customer was always right.

Keep in mind, none of these errors were mine and, in good faith, Raymour and Flanigan should have stood behind the information that their associate promised.

I will NEVER set foot in this store again....

While visiting it was super simple to find what I like and buy it. They where quick to take my $1100. I set it up for delivery to my new apartment I wouldn’t be in till November 2. They said no issues. 5 days prior to delivery I get a call to confirm delivery. 3 days prior to delivery I get a call with a delivery time frame. Here’s where the issues start. Nov 2nd comes and 20 minutes before delivery window is up I get a call saying “Hi Antonio, I’m with raymou and fanigan and I just received an email regarding your delivery. The team won’t be delivering today.” I of course ask why not. The answer I received was “well sir we can’t locate your furniture. We will call you later once it’s located to set up a delivery.”

Now I’m livid. I call customer support and they have no idea what’s going on with it and tell me they see multiple form issues in my order that the sales man made mistakes on. I then received another call about 5 hours later stating they found my furniture at their warehouse in Syracuse and they will call on the 3rd to set up a delivery once the Albany location has them. I get the call for delivery and set it for the 6th.

Delivery team comes drops off my chair, loveseat, ottoman and tables. They want me to sign and I said wait a minute. The furniture came in with broken legs and the coffee tables frame was bent to the point the glass wouldn’t fit. Then also I asked where’s my sofa. The biggest piece of my furniture set was missing. So the delivery man made some calls and they located it. They then delivered it 4 hours later. And fixed the legs of the broken ones by replacing just the legs. I then had to call customer service for an exchange of the tables. Then wait for delivery of those on the 8th. Set a time from 1-4pm and the delivery team showed up at 6pm.

The delivery man with those tables had me sign for the furniture and then said “If you have any issues with these it’s not our problem anymore.” Very disrespectful

All these issues paying over $1100 plus $100 delivery fee. For $100 delivery fee you expect to have no issues. I had multiple. I asked for my delivery fee back at least and was told noeven though any reasonable person would expect that back with all these issues. This was my first purchase from raymour and Flanigan and it...