Raymour & Flanigan Furniture and Mattress Store — Local services in Warwick

I am writing this review to warn people about Raymour and Flanagans basically non existent return policy. I went into one of their stores already knowing what I wanted to purchase. I had a sales associate approach me when I was at the sectional I was interested in. I told her (Sylva) that I wanted that couch and had a previous experience where I had to return a couch because of how it looked in my home. This was the perfect opportunity to tell me about their return policy but she didn’t say anything and I unfortunately did not ask. I ended up placing my order online to get points on my credit card which ended up being my saving grace. When I received the sectional, it was beautiful but unfortunately the lighting in the stores is different than the lighting in your home and I did not like how the color of the sectional looked once in my house as I have large skylights and multiple windows. When I called raymour and Flanagan store and spoke to the manager, they told me they would speak to sylva and then call me back. I explained I had never been told about no returns policy and I was not happy with the couch. I waited for hours until I finally decided to call the store myself. The manager again answered and put me on hold, after being on hold for a few minutes Sylva finally came on the phone because “she was about to call me and noticed I was on hold”. I never heard from her manager again, it was as if she was avoiding me. Then Sylva told me I could exchange the couch and come [ ] In and choose another but I would be charged a 20% restocking fee and lose my delivery fee. I told her online stated 15% restocking fee with returns within 72 hours of purchase. The following day I decided to call online customer care, i was told because I placed the order online I had 72 hours to return the furniture and I was told I would be charged 15% restocking fee as well as lose my delivery fee, I agreed to this and stated I would call the following day to confirm. The following day I called to confirm and I was given the run around. I was told my return was not approved by “management” and I would need to wait to be called by a manager. Again I waited a full day and a half, again I had to call back myself at which time I was told that my return wasn’t accepted and I could only exchange because I called at the end of the 72 hour mark, which isn’t true because I called the actual day I got the couches. I then stated I did not want an exchange I wanted a return, I was placed on hold while the person on the phone was messaging her manager asking her manager question to give me answers. I asked to speak directly to a manager, I was placed on hold and told the manager would be speaking to me but when the person picked up the phone it was the same representative. I was told I could return but be charged 20% restocking fee because the couch I ordered was 5k. I fought this stating I had already been told it was 15%. Not only did the manager never once come onto the phone to talk to me after I was repeatedly told they would contact me but Raymour and Flanagan also charged me 15% restocking fee off the WHOLE purchase price, including delivery, tax, and the protection plan I willingly included. A restocking fee should only be charged on the price of the couch itself, not anything else added on by the customer. The customer service I received at Raymour and Flanagan was so so poor, I will never buy from them again and I will make sure to tell anyone who is looking for furniture to NOT buy from them. All other furniture companies, BOBs, cardis, jordan’s all have return policy’s witching 7-30 days without any issue. Raymour and Flanagan does not care about customer satisfaction, they are greedy and only care about money. I walked into their store and spent 5k only to have 1000$ taken from me to return the couch. DO NOT BUY FROM THEM, DONT WASTE YOUR MONEY, THEY...

This is the first time I've ever wished to be able to give a zero star review.

I bought a mattress, box spring and bed in February only to have the delivery kids (yes, they sent a group of disorganized kids to deliver my furniture; more on that later) fold the mattress in half and forcibly shove it up the stairs to my bedroom. When I asked them if that was the right thing to do, since it didn't seem appropriate to fold a mattress in half like a taco, they told me they did that "all the time". After a few minutes and a bout of banging, the bed was "assembled" and I was rushed into the room to see the results.

I didn't notice it at that moment, but the next day I noticed that the bolts holding the bed together were not tightened and were actually falling out. Additionally, the bigger concern was the fact that the brand new $2,000 mattress had a giant valley in the center from the delivery kids and their decision to fold the mattress and shove it up the stairs.

I contacted customer service and explained the situation and was informed that the mattress company provides a 20 year warranty against sagging but that Raymour & Flanigan would need to send out a tech to evaluate the mattress. The appointment for the evaluation was the first week of April and the tech informed me that the result was a defective mattress that was supposed to be replaced. The tech informed me that someone would be in touch to schedule the replacement.

Fast forward to May 1 (3 weeks post tech appointment with no contact/followup from Raymour & Flanigan) and I took it upon myself to followup only to be told that I should have been contacted in April when my replacement was actually approved. It's infuriating and seems extremely unethical for a Company to avoid contacting a customer for a warranty replacement. What seems even more unethical and downright wrong is the fact that, in order to receive a replacement of their defective merchandise, I have to physically go to the store (only during the extremely limited manager's hours), speak to a manager, "pick out a new mattress" and wait for another, presumably just as stellar, delivery.

I'd expect much better customer service from a furniture store that claims to be of such high quality. It's not right to inconvenience a customer in such a way, especially as the cause of the entire issue was a direct result of their own employees.

About the delivery kids. They showed up disheveled and clearly itching to get the delivery done (I'm assuming I was the last on the list for the night) and even found it appropriate to text me after the fact asking if they had left their tools in my home. When I responded with a "no", the messages continued and were uncomfortable to receive. I think personal text messages from furniture delivery people are a bit unprofessional and really overstepped boundaries.

Overall, I'd suggest everyone stay...

Not good customer service, went back to the store after I had an issue like a year ago hoping they were better now. First issue, my husband and I went to the store in gym clothes planing to go to the gym after we visit the store and to our surprise no one helped us not even saying hello, I guess because we did not look like we could buy furniture, but they were making sure they were helping other people who came in after us dressed in more formal clothing. Finally we asked someone to help us and she told us I will be right back she never came back and when I later called customer service they were surprised because the person who said I will be back was one of the managers. So they offered me an employee discount of $100.00 but I never went back. Second issue this time I did buy furniture and I had it scheduled to deliver, I called them because I needed to change my deliver date from Wednesday to friday because everyone was sick in the house and I needed to take my son to the doctors, the lady who answer said sorry she could not change it but she was going to check with the drivers she came back to the phone and said no we cant furniture is already on the truck you’re the fist delivery tomorrow, so I said if I dont have any other choice I have to take it. Waited and waited on wednesday and nothing so I called them, the lady who answer said I cant tell you where they are exactly but yes you are the first delivery they should be there any time, gave them another 2 hrs and nothing call again this time maneger answers she said you are scheduled for delivery thursday how is that possible when I call yesterday afternoon trying to please change my deliver and the girl said it was on the truck, I ask her why two customer service lie to me telling me the first one that she could not change it and telling me my furniture was on the truck. Second one saying they were on their way to the houseManager could not answer and could not offer me any solution or even try to work with me, the only thing manager said is that customer service did not lie to me she just got confused so I ask her how it is possible that my furniture is coming Thursday and you have it on your truck from Tuesday at 3:00pm which was the time on tuesday when I called to change my deliver. At the end I just canceled my order no one will really help. I understand that mistakes happen but just be honest with customers and value our time too and be understanding if there is a a need to change a delivery date try to work...