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

After a horrible experience with Bob's Discount Furniture, I turned to Raymour and Flanigan seeking a reclining couch that could fit through my entrance (difficult stairs at a first floor walk up). I even brought photos of the entrance to show the issues.

The salesman at the store was great in assisting me; however, I did enter the store with exact specifications and couch a selected. I simply wanted to feel the material in person. He heard me out and was very polite.

The couch purchased (in-store) was indicated as needing the backs to come off (hence a reclining sofa). I was guaranteed the couch would come in 6 pieces (3 bottoms and 3 backs), even despite purchasing a right facing chaise.

Upon delivery, i was disappointed and realized all furniture stores are the same. The couch backs were not off, despite specifications. Furthermore, the chaise back DOES NOT COME OFF, despite being told in the store that it 100% has that ability. The couch was left in the rain for 10 minutes improperly covered while the delivery men attempted to figure out their options. They DID NOT even try to get the couch in the house and simply stated that the store should have told me the exact specifications of the couch and directed me towards another selection. Additionally, they told me they were a 3rd party vendor after being told in store that the store utilizes their own (Raymour and Flanigan) delivery service.

I almost had a third couch returned after 6 deliveries (between Bob's and Ryamour). instead, I told them to forget it and that I would figure out how to get it my house myself. Ultimately, I was just done with the back and forth issues. The end result is half the couch in my house and the chaise in my landlord's house (1st floor). I will be hiring manpower myself ($80 fee) to get it over my deck and the house (which Raymour and Flanigan should have just done in the first place).

It should also be noted that I contacted customer service who told me they could not assist me. Instead, I was supposed to receive a call from a store manager within 48 hours. Of course, no call was ever received and I effectively received no assistance. Though better than Bob's customer service (because they answered), I was not helped and I am not satisfied.

I will be selecting a new furniture store for future purchases (due to misinformation, poor delivery, and lack of customer service response). Steer clear if you have a...

On May 8th I visited the Watchung store looking to replace 2 mattresses in my home. William, the salesman, listened to what I was looking for and showed me several good options, describing the features of each. Because 1 of my existing mattresses was still under warranty, the care desk advised me to email pictures of the existing mattress to 2 R & F addresses for disposition of the processes. I did so, and after waiting for over a week, I discovered that I'd received a voice msg (from an unidentified #) a few days earlier directing me to call. After leaving 3 unreturned vmails over several days, I called my salesman for assistance. William had Customer Care call me the next day. I was advised that the claim was approved and that they would send me an email in 2-3 days, at which point I could proceed with my purchases. Not sure why they couldn't have left this msg on their initial vmail, or couldn't have simply sent the email when the decision was made. Not sure why my 3 calls were unanswered and it took a call from the salesman to get them to tell me they were sending an email in 2-3 days? After 5 MORE DAYS (6/6/25), having recvd nothing, I returned to the store. Customer Care offered me an appt with a manager IN A FEW DAYS because apparently my salesman, who was present, could not complete the warranty claim. The young lady at the desk suggested that perhaps I hadn't received an email because the order for the warranted mattress, purchased several years ago, didn't have an email addrs. When I pointed out that the photos I'd sent in order to have them assess the claim came FROM MY EMAIL, she had no reasonable response. While I looked at mattresses to reconfirm my choices, Shai(sp?), the manager, finished with the customer he was assisting and was able to assist me while I was there. Shai was very nice, apologized for the delay without offering any explanation, confirmed my choices and placed the order. In addition to the beds, we've previously purchased living room furniture at Raymour and Flanigan and have been pleased with the quality of the products and with their service. I'm disappointed at their seeming reluctance to honor their mattress warranty in this instance. This is the only reason I can imagine that it has taken a month to make this purchase....

Where to begin... The process of the in store shopping and picking was amazing! Saw the fireplace I liked and then found and end table that I liked and asked to take the drawer over to color match and the sales person had no issues with it and loved the color matching idea. When it came to the delivery that’s when the nightmare started! The end table was fine but the fireplace was damaged on the corners of the left side. The delivery people told me hold onto it for now and they would send me a new one. The second one was worst then the first. This one had a huge water mark on the front next to the firebox, and the side next to the speaker you could tell it was cracked and chipped and was messy attempt to be re-glued. The delivery people told we that wasn’t a water mark that it’s the wood, and it was not cracked and re-glued. Apparently he has never seen a water mark or re-glued wood. Then he had the nerve to ask so you don’t want it. Then also had the nerve to ask what’s wrong with the original one, I showed him that it was damaged he questioned why I wouldn’t just just get it fixed and keep it. My answer was I paid a lot of money for something new not damaged. Delivery number three the fireplace was full of touch up nick’s and scuff marks. Again the delivery people tell me oh that’s just the wood there is nothing wrong with it. The fourth delivery well that was supposed to arrive between 11am-3pm and didn’t get here till 5pm. But finally a perfect fireplace.

My neighbors all questioned why I was having deliveries so frequently and thought my furniture was coming in dribs and drabs until the saw the same item come in the house go right back out. When I told them what happened they were as upset as me.

Raymour and Flanigan has a reputation of expensive and quality furniture. Expensive is correct, quality well not so much. I must say I am very disappointed and don’t think I will be shopping with Raymour and...