Raymour & Flanigan Furniture and Mattress Store — Local services in West Hartford

Careful doing business here. I'm sure the sales team is great, but delivery is horrible. The delivery team scratched our new surfaced hardwood floors going back to 5/15 and it has not been resolved yet despite multiple "managers" contacting me. I've left several messages and emails and nobody will return my call. I've never dealt with a worse customer service team. The couch was purchased in west springfield but apparently their service team is in hartford. The "managers" who call me wont even leave a line or direct number to call. This has been an absolute nightmare to say the least. BE CAUTIOUS IF YOU NEED IT DELIVERED. Their team is not careful and issues will likely happen. I will continue to update this review.

Update (7/12) - Still our problem has not been handled by the raymour team. We've been contacted by multiple "managers" who have asked for more photos and a quote but who won't actually return your call. Nobody has offered any kind of solution or end in sight. This is some of the worst customer experience I've ever dealt with. I'm now waiting for a response from another "manager" who said they're going to handle our problem quickly. That was over a week ago and I've left two messages since sending photos and the estimate AGAIN. I will continue to update this review until our scratched floor is fixed.

Update 8/11/25 - Called numerous more times and sent an email to the reply I received here. First "manager" I dealt with was Carlos who did absolutely nothing and didn't respond to my numerous contact attempts. Then I talked with one manager, Shawn, who reached out saying he wanted to handle it quickly. I had high hopes for nothing because he never followed up after I provided the pictures and quote again from the flooring company. Multiple calls/voicemails and emails to him but no replies for over a week. Finally on 7/15 I eventually made another call and spoke with another manager Ron. He sincerely apologized for my experience and within 30 mins sent me an email confirming my claim was being processed and I would receive a check for the amount quoted. About a week and a half later I received the check.

Apparently there are some good employees at Raymour, and some who seriously need more training on customer service. Thank you Ron for getting this handled, and the sales team for getting us a nice couch. Updating to from one to two stars because it seems there are employees there who care to handle...

My fiancée and I purchased our fireplace on Veteran’s Day 2020. Aside from the salesmen being pushy about the extended warranty and rushing my Mother-In-Law not to read the entire finance disclosures, the in-person interaction wasn’t that bad.

However, our experience after our purchase was unacceptable in every aspect of the word. Our expectations were set regarding a potential delay due to Covid-19 shipping delays. We are reasonable people so, we understood there may be a delay. A delay was the understatement of the year! After receiving zero follow up calls or emails we reached out to the in-store customer service to check the status of our order. We were told we will be receiving our order on Jan 11th 2021 (via an email update). We were then immediately called and advised that our order will not be delivered on that date. They also said “I don’t know why that was sent to you”. Time went on and my fiancée decided to reach out to their in-store customer service where she spoke to Aiesha. She was extremely rude to her and told us “your sales rep has other customers to deal with” she also told us we haven’t technically paid yet because the order hasn’t been delivered. This is unacceptable. No customer service rep should be telling anyone they are not a priority

We were then promised two additional dates for delivery that were not met. Raymour & Flanagan also told us they don’t actually have the item in stock and it’s not their fault it hasn’t arrived. It’s the fault of the distributor. Why sell an item if you are unaware of their inventory. These are sleazy “used car salesmen” tactics at best. Although we received our item (almost 6 months after purchase) the poor customer service and shaky sales tactics will make it impossible for my family to support this...

Please don't let anyone tell you that you feel wrong about your new mattress. If you feel that it is not the same mattress, most likely it is defected from the manufacturer. I recently bought a new Tempedic bed at this location and the manager was trying to tell me that I had chose the wrong bed after several complaints. I had to come back four times to make things happen! We've made appointments to have their technician come out for us twice. Every appointment, it takes at least two weeks for them to come out. The most shocking thing was their method of testing customers complaints every time was by taking pictures. Its ridiculous! Pictures will not do justice! Anyhow to make things at least sounds better was at the end, I was able to get an even exchanged with the same mattress without paying a thing. It really fixed my problem.

P.S Beware of the super manager (lebron??)at this location. He does not know a thing about his furnitures; MOST likely the mattress. He will try to out talk to you about your defected bed. 1st Reason: your house temperature will make your bed feel that way; 2nd Reason: if you exchanged your bed, you will have the same problem because its the same bed in the same room with same temp (hes wrong because my temperature is somewhat like in stores, the new bed im HAPPY); 3rd REASON: He will try to upsell to you,so you woul dhave to pay more . ...