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

The salespeople here are great. Peter is the best and will help you find exactly what you need. The sales side was a great experience. Delivery was not. The first arrival date to the store for pickup changed even after I got a text it had arrived. Then after I lined up a truck and trailer again, the couch was damaged when we got to the store. The great people at the service desk got me delivery that following sunday, no charge. Sunday comes, and despite having multiple rugs, runners and towels down, the crew put a 6" large gouge in my newly finished hardwood from dragging the couch leg off the carpet on the floor (which i mentioned they were just finished when they got there). Careless, but things happen I, guess. Fast forward now 3 weeks later, multiple phone calls and emails, still not a single response to how they're going to fix my floor or compensate us. I will be visiting the store this weekend to get an answer. This has been such an awful experience after we purchased the couch, I likely won't return and will take my business elsewhere. It's too bad because we love the piece and need much more pieces of furniture for our new home. Raymour in west springfield had many chances to make this situation right and keep me as a customer, because that's what you do. It's too bad your great sales team is likely losing business to mishaps like these, I know I'm not the only one.

It's too bad I even have to post this. Do better, Raymour delivery team.

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...

I would like to begin by by stating that I have been purchasing furniture from R&F for about 20 years. I have never had a bad experience and enjoy the quality of the furniture they sell and the price they charge. The sales people have been wonderful and the management very appreciative of my business. With that said, I want to ask that they take a look at one of their policies with which I had an unpleasant experience lately. I purchased several living room tables from R&F that arrived in boxes at the store and I chose to pick up myself. When checking in with Customer Service I was advised to look over the furniture before I took it home to ensure there weren't any problems otherwise they would have to send someone out. I took a little pause with this comment but didn't think alot about it. Of course I would look over the furniture before I took it (I didn't know at this time that it had to be assembled and it was all in boxes). As we proceeded to pick up the furniture, and noticed it was in boxes and had to be assembled, I informed the stock person that I was told to inspect it before taking it home. He acknowledged this and said that was my choice. Implying that I could take it home and check it there. I had him open the first box. As everything was wrapped and in pieces, I quickly changed my mind and let him know that I would look at it at home. Knowing the reputation of R&F I was sure that this would not be a problem if I were to discover an issue. The stock person stamped the invoice indicating that we did not open the boxes at the store. At home, upon opening the boxes and pulling the parts out I noticed that two of the pieces were damaged. While this was frustrating, it was my choice to bring them home. I called R&F and let them know of the problem. Speaking with the Customer service representative, I immediately had the feeling that I was to blame for not checking the product before it left the store. This was the tone of the entire conversation. In the end, the representative informed me that they would extend a “one time courtesy replacement” of the damaged items if I were to send them pictures of the damage. A replacement was ordered and when I went to exchange the damaged items I ensured that everything was removed from all the boxes and inspected. This was very time consuming and of course difficult to repackage all the pieces once removed. I consider this a great inconvenience. I would ask R&F to change their policies to inspect the pieces before the customer picks them up so that the customer isn’t inconvenienced having to stand there and watch. I would also ask that the customer service reps be asked to understand the importance of customer relations. Ultimately, I probably wouldn’t have written this note had I been treated more respectfully by the customer...

Spent $1,800 on one living room set. It was sold to us advertising it as a “interchangeable chaisse” lounge. The Salesmen lied and had to sell the sofa on marketplace for $800. $1000 loss. Then proceed to find a beautiful set, set #2 within 8 months, the lattimore at almost $5,000. Paid cash and explained what happened with the previous set and asked if they could help rectify the issue but no they were cold, the manager had no care to the situation, that I was out $1000 and about to spend another almost $5000, cash in hand. No discount, no concern or care that we had been done wrong. Explained I was nervous paying this much when we already got screwed over, but we loved the set, so boom Raymour got another almost $5,000 from me 😭. Here we are, just over a year later.. the cushions are sinking, one recliner piece snapped, one recliner squeaks and the recliner piece doesn’t close completely. The bottom of the chaisse lounge popped off (which platinum protection fixed.. partially).. brings me to my next point, the platinum protection nonsense.. call and explain all of my issues and concerns, they say no problem put in the work order of my concerns and we’ll send a guy, get the seats stuffed to make them more firm, close up the bottom, address the squeaking and broken piece that doesn’t close completely.. well the tech arrives and says he can’t do much besides restaple the bottom, which he did, but only half of it… goes on to say they can’t stuff the cushions, and maybe give another call for another appointment or a different tech, as he didn’t have time to do much else… I filed a whole work order of all my concerns, they should have read the concerns and planned for a longer visit. Absolutely disgusting, just a corporate giant with no concerns to their customers. Sadly, this whole experience with them is absolutely mind blowing and sad in such a negative and stressful manner . Maybe posting this honest review will give someone with some compassion and honest business tactics within the company to actually communicate and help me since it’s been non stop run around and lies for over a year any time I have a question...