Raymour & Flanigan Furniture and Mattress Store — Local services in Upper Providence Township

If I could give this store a 0 I would in a heartbeat. I thought this was going well until delivery day. Selection of the couch was easy, and our salesperson wasn’t too overbearing. We found what we wanted and placed our order. Part of it was a special order, which would take 4-6 weeks to come in. We waited, and scheduled a window for the afternoon on a Sunday. We get rid of our couch on Saturday evening, and have an empty living room. Sunday rolls around and we were in a window for 12-3. Okay, so we’re waiting. At 2:00 p.m. we get a call that they are on their way and will be there in 10 minutes. 10 minutes goes by, then 20 minutes goes by… finally we called and were told that our order was delivered at 2:15…No, it wasn’t. So the truck rolls up at 3:01 and they start to unload. My husband goes outside and realizes that they are unloading the wrong couch. We ordered Slate, and they shipped Taupe. We tell them to keep it on the truck and we call the store. After calling, Jesse (who may have been the only partially-helpful person we dealt with), says he’ll send the truck back with the wrong color for us to use until they get the correct one in. Okay, fine. We’re ticked, but at least we’d have a couch. Well, Jesse, who we have to call back since he didn’t call us back, says that part of a new problem is that they only shipped one half of the couch to us anyway. So… half a couch would have been delivered, whether right color or not. Long story short, we have no couch. Jesse then tells us that he cannot guarantee a delivery window on the wrong colored couch during the week (we would have to stay home and miss time at work to get the wrong colored couch delivered). We’ll have to do a window on Saturday. He tells us he will refund the $100.00 delivery fee, on the 2k couch. We ask, what he is going to do for us if we take the wrong colored couch – frankly, with a 6th month old, we don’t have multiple weekends to waste to this – he tells me, he will call me back on Monday with an answer.

Monday rolls around and it’s 3:15, and I’ve heard nothing from the store, so I call. Jesse is out until Wednesday, but I get the “store manager,” who tells me that though Jesse told him about this, and he has spoken with his regional, he hasn’t called me. We told them we wanted $500.00 off the price we paid, and we’d take the wrong colored couch. They offered us $400. I told him to refund the couch. Pity they want to argue with a customer over $100.00 when we would have accepted the couch that was special ordered in the wrong color.

Needless to say, I will be awaiting the refund of the couch, and then going to a different store to make this large purchase and any other furniture purchase we make in the future. I have worked in customer service and have never had such atrocious customer service from a place where I spent this kind of money. They didn’t promptly return my calls, and though Jesse tried, he still made excuses that he couldn’t do anything about the shipping issues and perhaps it was a manufacturer issue regarding the wrong color. He kept saying over and over that the shipping system went down Sunday morning, and that is why it was all messed up and only half a couch was delivered. However, after all of this, they still didn’t want to make it right. Hopefully the reviews on here that say getting refund is difficult aren’t true.

Update: I’m bumping them to a three. Our order was a complete disaster. When customer service got involved, Kirsten from the store got involved and did everything she could to fix the issue. However, since we were not willing to order another complete couch (read 6+ Weeks -again- And hardly any discount for the problems), we settled for something different. If you’re going to go here, ask for her. She salvaged this...

When we moved here we went in search of a nice furniture store. The first time we went to this location was to purchase a desk. We knew what we wanted and quickly located it. The lady assisting us seemed irritated that she wasn’t getting more of a sale even though it took her a total of 15 minutes to get an over $600 sale.

The second time that we went to this store, the same lady assisted us and we purchased another desk, identical to the first and declining un-needed accessories, she still seemed annoyed to have to spend a total of 15 minutes to make an over $600 sale, again.

A year later, we’d like to change out our movable bed base, headboard and frame. We went into the pet store and spent a decent amount of time there and then went over to the furniture store, I didn’t have my phone (it was dead in the car thanks to a toddler the night before) and didn’t have my watch (also thanks to a toddler who thinks he owns all the things) and therefore did not know what time it was. Upon going to the door and opening it, I found it opened and assumed it must be opened for business (silly me). We went directly up to the $1000 headboard (which doesn’t include the mattress or frame that we wanted) where I started to make sure it was the right fit for us (already checked it out online!). Only to be met by a very rude and smug sales associate begrudgingly asking if he could assist me while arrogantly informing me that the store was not opened. When I pointed out that the doors were opened he countered that the doors were for the employees until opening time.

In all the years of retail, restaurant or bar management I’ve done (before computer engineer work), I would have NEVER put myself in a position to have guests enter an area that wasn’t open to them. This would have caused so many issues from inventory control to potential guest harm or simply lost business as guests aren’t greeted. If, for some reason a guest was able to come into my establishment I would NEVER have placed the blame on them (unless they purposely busted a lock!) and would have either welcomed them sincerely and realized I had made a mistake or asked them if they would be able to be patient and wait while I finished bringing systems up, even if that meant outside the door/gate/etc.

If you can’t figure out a way that employees can enter but guests cannot with no intervention, contact a local security company and have a fob or keypad system setup. Don’t try and put the onus on guests, especially the very families you're targeting, for not knowing that an unlocked door and lights on and individuals mulling about did not equate to open for operation. I personally don’t watch the time when I don’t have to - when it’s time with my family or I’m running errands, having a phone in my hand, or watch on my wrist, isn’t my first priority.

Thankfully, there are an abundance of stores around so that we can find that local, small town business feel that we had hoped for here. From start to finish the employees and experience at this store have been miserable at best. We will search until we find the right place to purchase our new bed, bedroom set, leather L shaped sectional for the living room with matching love seat, sturdy book shelves for the office, an entertainment center and loungers for the basement and other various items. We’ve been slowly upgrading and fixing items since we moved in a year ago and had hoped for that small town customer service furniture store feel (mentioned above) and definitely didn’t find it here.

If you like entitled, arrogant or smug sales associates, there’s a bunch of them - and they like to make judgements with absolutely zero idea of what they’re...

I love Raymour and Flanigan and have purchased from here a lot so this was a first for me. I normally get paired to a fantastic salesperson who loves their job and helping a customer and it shows. This salesman was very rude to me, from starting once we got to the first mattress. He was condescending when i asked for repeats on some of the features and for pricing and I felt that each time I asked. Normally, that is part of the sales person’s conversation, they openly discuss pricing and remind you of features. This man was so condescending and rude. He was asking for information for the credit tap and check and he said whats your monthly gross. I had to think for a second because its a new job and ha kept repeating, in an impatient and sing song voice ,” you divide by 12, you divide by 12, you divide by 12, you divide by 12, just kept repeating it until I told him to stop and that he should be nicer. I wished i followed my instincts and left, but I needed a mattress. He did not listen but kept downplaying what I was saying and what I needed. When I asked if this or that mattress was a firm, soft or medium, he kept saying that I am obsessed with wanting a firm mattress. He made fun of how I rolled over to my other side - i am side sleeper and was testing the mattress! I was so irritated with him that I just wanted to walk out but I really needed a mattress so I put up with him. It didn't even stop with me. When we were down at customer service (she , was wonderful by the way), this salesman even quipped at her! He asked about the bunky (sp?) board that we were also purchasing and she asked him for a separate ticket, he said no bc of not wanting to give us extra shipping fees. And he turned to my mom and said about the customer service rep, “she is not the brightest …and its not rocket science..” I wished I had said more to stick up for her. I couldn't believe what I heard! When we were done there the guy shook my hand and we could not have left fast enough. But before I did, I swung around and thanked the customer service rep for her wonderful job. All in all, I did not feel like my needs were met and that terrible salesman gets a commission. Very dissatisfied. First bad experience with R&F ever. I wish I could return it now and get a different sales rep. I feel so uncomfortable about calling the store at towne center, but I need to change out the mattress as I didn’t find it comfortable but I am so afraid that the sales man will...