Raymour & Flanigan Furniture and Mattress Outlet — Local services in West Springfield

I'm sure this place is just fine, but like anywhere you go, your experience will be dependent on the sales associate who is helping you. The sales associate who got to me first was a fine, younger man who was definitely eager to help me locate a suitable item. Good manners, kind and respectful -- all wonderful qualities. Unfortunately, I don't think he was very knowledgeable about the items he was showing me. I am well aware that the world is different today and not every salesperson is going to memorize everything about every product they sell. It's especially frustrating with electronics and cars, but I digress. While I wasn't there to purchase a new bed, he was trying very hard to persuade me into a new mattress. He just didn't know when to say when, but I am sure with more experience he'll get that stuff figured out. I told him that I didn't plan on visiting the R&F Outlet. In fact, I was in the parking lot of the main R&F store before I remembered the outlet existed. So, I thought I'd run into the Outlet first, see if they had anything I liked and then go to the main R&F store to look around at their inventory. I was upfront with him about my plans for that day and said I would return to purchase a certain item if R&F didn't have something I liked more. Now, he really wanted my information to setup a "favorites list" of the items I was considering. As there was only one item I would buy I didn't feel it was necessary. I know, they want your info so they can email you if they don't hear back from you, send you sales reminders, etc. I got the feeling he was mad that I declined the suggestion. Overall, the store has some beautiful furniture. A lot of items to choose from. It's very clean and spaced out well. I would recommend that you check it out if you're looking for new furniture of any type. I ended up buying a sofa from Raymour & Flanigan's main store, but I would absolutely return to the R&F Outlet in the future. People often think of an outlet being the junk no one wanted and that simply is not the case in R&F's Outlet...at least, not the items I was looking for. And, I have no doubt the young man who helped me will grow and become a fine salesman with more experience. If you've never tried it yourself, trust me, it's not an easy job. Especially the "dealing with the public"...

I got a Tempurpedic bed from the store and while I was happy with my bed now that I have received it. My store experience was a interesting one. My store sales rep was Linette, she was very nice & didn't add any pressure on my selecting a mattress. She gladly walked all over the store with me and my aunt as we tested out different mattresses. What I didn't like about the store was I found that if you didn't ask certain questions you wouldn't find out much-needed information. An example would be when my bed was delivered, I inquired with the delivery guys about if they would be able to remove my old bed and box spring and they asked me about if I had paid a recycling fee. A recycling fee was never mentioned to me at the store I was told that I needed to put my old mattress in a dark lawn bags so that the delivery guys could take the old bed. Luckily the delivery guys were nice enough to remove my old bed and box spring. Another thing I noticed that is they are quick to push the $200 gift card to you when you walk in the store. But if you buy a showroom piece which I did do then they tell you that that gift card is not available to you because the bed has to be new. These are some examples of the things I'm talking about when I say if you don't ask you won't know. It wasn't until I asked about the gift card after the purchase was when Linette told me the purchase wasn't eligible. I will be looking to get a new couch and I'm not sure that I will go back there and if I do I might pick a different sales rep. When you are buying something with your money it is important for people to be upfront all the way and I get it that they're more interested in the sale but you will lose a customer quickly by that. Raymour and Flanigan needs to understand that while they have customers coming in all the time a lot of their customers they get would be word-of-mouth so if I don't have a good experience you can guarantee I probably won't refer you to anyone else. If you go there and make sure that you have done your homework and ask as many questions as needed before you do a purchase. Don't let them hastily push you into purchasing anything. I found that one of the managers Omar can be a tad bit pushy and that can...

I'm not happy with my recent experience. There were delays with covid-19 and no communication for over two months. They weren't even cashing my checks for my layaway purchase. I understand some of that is out of their control, but to not open mail for two months? To not leave a voice mail instructing what customers awaiting furniture should do, was extremely poor customer service in my opinion. After three weeks of trying to get them to post payments to my account, they now say my items are discontinued and they have to order them (another 6 weeks). Why couldn't they look this up weeks ago before my final payment as the person assured me all I had to do was make final payment and I'd be ready for delivery. I thought once you purchased it, it would be in there store awaiting delivery. I then waited 6 weeks, maybe more, and then we finally scheduled delivery. The night before delivery they tell me that my bedframe is smashed and it won't be delivered. They have to order a new one. Apparently, they don't inspect their shipments before delivering them, so you can take a day off from work and get a call the night before saying they can't deliver. That's not convenient at all. I then demanded to speak to a manager, who then clarified that my bed could be delivered without a frame so at least I'd be getting that, but the girl before him was ready to reschedule my entire delivery because she was uneducated on my order. My furniture came minus the bed frame and it does look beautiful. The delivery men were a little rough with dropping material on a new floor but at this point, I just ignored it and hoped it wouldn't be damaged. I'm still awaiting the bed frame (2 weeks). I would have canceled my order with them if I could have but I would've lost too much money.

I'm sad my experience had to turn out this way as I was hoping to add new furniture to at least 2-3 other rooms in my home but I don't think I'll be returning here. Live and...