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

In a nutshell: Poor customer service. Unresponsive store manager. Friendly but untrained service technicians. Very helpful and responsive salesperson who made things happen when no one else would. I will not purchase anything from R&F again.

The details: Ordered a custom American Leather Comfort Sleeper sofa. Upon delivery, it opened and closed fine. On the second try it wouldn't close. I called American Leather. The customer service rep said it happens on occasion and instructed me to work with R&F who would take a video of the problem and send it to American Leather for them to diagnose what was happening and send a replacement part.

In the meantime, my husband figured out a work around to close the hide-a-bed. He would stand at the side of it and pull up on the joint while I lifted from the end.

After a lot of back and forth with R&F of unreturned calls and confusing conversations, a service technician came out. He didn't take a video or consult with American Leather on the problem. Instead, he tried to fix it using a long screwdriver as a crowbar. The result? Not only was the hide-a-bed not fixed, but my husband's workaround no longer worked. So now we had an open hide-a-bed in our living space.

R&F offered to order a replacement sofa (that would take 6 to 8 weeks to arrive) but would not haul away the broken sofa until the replacement one arrived. As a result, we were facing weeks of an open hide-a-bed in our living space over the end-of-the-year holidays.

After more back and forth with R&F of unreturned calls and confusing conversations, a different service technician came out to fold up the hide-a-bed. His said as he tried to diagnose the problem," I've never seen anything like this." After several unsuccessful attempts, he gave up. My husband encouraged him to continue to try. The technician then asked, "You're getting a new one, right?" And with that he destroyed what was left of the folding mechanism and was able to get it to fold.

We received the new sofa 5 weeks later. It works great. I'll never purchase anything from R&F again, and I wonder how American Leather can stay in business if retailers like R&F are destroying their products when a...

We went to the Victor location to find a new bed. We got to work with Robert and he is awesome. He was super patient with us as we came back multiple times to try more bed options. He never once tried to steer us towards any specific product completely respected our budget when showing us the various options that met our criteria. I will definitely recommend Robert to anyone I know who is looking to buy furniture.

We ended up not liking the first bed we chose, to no fault of Robert or anyone at Raymour or the bed itself. It just was not the right choice we found. We bought Raymour's protect plan which allowed us the 45 night sleep on it guarantee. However, we were skeptical on what the process of exchanging the bed would be like. Well, let me tell you, there was no reason for that skepticism. The process was completely painless and so easy. I called the store and was connected with Sales Manager Mike who worked with us to find a new bed. You work with a manager as there is no commission on a comfort replacement (and no negative impact on Robert's original sale either which was great news). Mike was awesome and great to work with. He was patient and did not try to push us towards any product or decision. We ended up adding an adjustable base to our purchase and while talking about it Mike did mention some features that really sold us on a specific option over another we were also considering. Once the new bed and base were delivered (both deliveries were very smooth and the delivery personnel were great) we discovered that the base we received did not have some of the functionality we spoke about in the store. We contacted Mike and with no hesitation he ordered us a replacement base with the functionality discussed before purchase.

So again, our experience with the Victor Raymour team blew away any expectations we had when starting the process of looking for a new bed and continued to be amazing through the re-pick process. Robert and Mike are awesome and we will definitely recommend them to anyone who needs furniture and will be happy to work with them again...

I decided to go furniture shopping for our new home today. The store closest to our home was Raymour and Flanigan near the Eastview Mall in Victor, NY, so I went there not really expecting to find what we wanted in the first store I shopped. I was greeted by a lovely sales person, who introduced herself as Carla. I explained what I was looking for and that it was the first furniture store I was looking in, so I would just like to look around. Carla explained the layout of the store and the sections that held the "rooms" I was interested in. She then left me alone to browse and said if I had any questions to let her know. After a number of minutes, I found exactly what I had in mind. As I sat on the furniture, Carla came to join me. She asked if I needed anything, so I proceeded to ask her questions about this particular grouping. She was extremely helpful and offered different options for the side tables etc., even bringing different tables to the area to see how they looked with the furniture. Once, I picked out a living room and den set. Carla checked the inventory and found all the pieces were in stock. I told her I would go home and have my husband come back with me, and then we would make a decision. My husband can be a bit picky when spending money and knows exactly what he is looking for, therefore cannot deal well with a "pushy sales pitch". Carla was perfect in that respect, gave us time to look around again alone without interference. Long story short, after a few discussions about different options, with Carla again caring personality and quiet suggestions, we made our final decisions. We both agreed that it was a very pleasant experience that was enhanced by the expert, knowledgeable and personality of Carla Terio, salesperson, we would have continued our search to make our home complete. Obviously, we highly recommend you go see Carla Terio if you have not in your furniture search. You will not be...