Complaints

This profile includes complaints for Raymour & Flanigan's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Raymour & Flanigan

  7230 Morgan Rd Liverpool, NY 13090-4535

• 

  Raymour & Flanigan

  Route 104 East Oswego, NY 13126

• 

  Raymour & Flanigan

  112 Kasson Road camillus, NY 13215

• 

  Raymour & Flanigan

  200 Route 17 North Paramus, NJ 07652

• 

  Raymour & Flanigan

  2685 Walden Avenue Cheektowaga, NY 14225

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/23/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  4/27/25 we ordered an entire bedroom set (cost $5160). 1st delivery was scheduled. The morning of, RF cancelled the entire delivery because a footboard was missing. They could have delivered the remaining items on the order since we took off work. They did not. They rescheduled 2nd delivery of remaining items. Another day off work & waiting for footboard. (They offer us the $200 back for our 'delivery charge' which we never even got). Then schedule 3rd delivery for bed to be delivered. The day of, they call to say footboard is damaged. Need to reschedule 4th delivery. Another day off work. They come next time with bed but bottom is broken. They leave us with headboard and no bed. (They continue to offer us $200 gift card - until they finally agree to give us some credit of $800) Reschedule 5th delivery a month out and another day off work. Sleeping on floor all summer at this point - with NO priority taken for our delivery. Entire bed comes and put together with a dented footboard. I contact RF, they want me to take off a 6th day of work to deliver another footboard. I DO NOT want another failed delivery attempt from this company and take more time off work. I want compensation for my time off work (that I will never see) - so I am asking for a credit for the remaining price of the bed ($1000). That is beyond fair for the time and effort and sleeping on the floor all summer that they have put us through. This company's customer service is unbelievable. We have been waiting for 3 months for a proper bedroom set and all they want to do is keep setting up failed deliveries. I am done. I deserve to be fairly compensated and not with a $200 gift card!

  Business Response

  Date: 07/24/2025

  Good afternoon,We appreciate our customer's patience throughout this matter.As previously communicated, we have issued a refund of over $800 for the damaged merchandise. Additionally, a replacement for the dented footboard has been arranged and is currently in order.We truly understand the frustration this situation has caused, and we’ve done our best to make things right with the refund and replacement. However, at this time, we’re not able to offer any further discounts or compensation, including reimbursement for time taken off work. We appreciate your understanding. Sincerely,Customer Care

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  To assist us in bringing this matter to a close, I would accept $500 as a final credit.
  
  Regards,
  ******* ***** * ******** ***** 

  Business Response

  Date: 07/29/2025

  Good afternoon,We have reviewed the matter thoroughly and have done our best to resolve the issue to the customer's satisfaction. However, we are unable to provide the refund amount they are requesting.As such, we will be taking no further action on this complaint and now consider the matter closed.Thank you,Customer Care

• Initial Complaint

  Date:07/22/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morningSubject: Request for Assistance with Discount Application
  
  Good morning,
  
  I hope this message finds you well. I am reaching out regarding a concern I have with my recent order at the Raymour and Flanigan store. My intention in visiting your store was to take advantage of a discount code I received in the mail, and I was excited to make my purchase.
  
  On Saturday, July 21, 2025, I placed my order at the King Plaza store. However, upon reviewing my receipt, I noticed that the advertised 15% discount was not applied to my order. I found this quite surprising, and I wasn't able to identify the reason for the higher total at the time of purchase.
  
  I understand that my order is classified as a special order, which may complicate the adjustment process. However, I sincerely hope that there might be a way to apply the discount as it was the primary reason I chose Raymour and Flanigan over other retailers like ****** Furniture, who offer similar items with competitive financing options.
  
  I would greatly appreciate your assistance in resolving this issue. Thank you for your attention, and I look forward to your response.
  
  Best regards,
  * *****

  Business Response

  Date: 07/22/2025

  Good afternoon,Our leadership team will be reaching out to our customer directly to explain the details of the discounts. We want to ensure they have a clear understanding and can address any questions they may have.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 07/23/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  They stated they will apply the 15% discount and the current 48months term will still apply. The reimbursement should reflex on my bill within 30 days . 
  
  Regards,
  
  
  
  ******* *****
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/18/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer of Raymour & Flanigan and have purchased multiple furniture sets from them since 2021, including a living room set, king bedroom set, queen bedroom set, writing desk, TV stand, and more—totaling nearly $25,000. I also purchased the Platinum Protection Plan for peace of mind and coverage.
  
  In 2025, I submitted a repair request for my recliner sofa, bed set, and a couple of other items. I was told the damage was covered under my protection plan. Instead of repairing the items, I was issued store credit and informed I could reselect new furniture, which would be delivered and the old pieces removed.
  
  Based on this guidance, I visited the store over the course of 3 to 4 days, worked closely with the store manager, and selected several new furniture items. I placed two large replacement orders—one on July 3, 2025, and another on July 7, 2025. The manager confirmed that everything was approved and that my store credit would fully cover the new selections. I received printed receipts and was told to wait for delivery.
  
  However, after all of this, I received a call saying that my order was on hold for review, and I was later told that the Platinum Protection Plan does not cover the recliner set. This directly contradicts what I was told when the credit was issued. I feel completely misled after trusting the store’s assurances, investing significant time and money, and relying on their protection plan.
  
  
  I respectfully request that Raymour & Flanigan:
  Honor the store credit and deliver the new furniture I selected on July 3 and July 7, 2025, as originally promised.
  Stand by the assurances made by the store staff and manager, who confirmed that my damaged items were covered, applied the store credit, and provided official receipts for the new selections.
  I hope they will resolve this fairly and take action to restore my confidence in their brand and service.

  Business Response

  Date: 07/18/2025

  Good morning,We will have a member of leadership reach out to assist our customer.Thank you,Raymour & Flanigan

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a numerous amount of furniture from raymour and flanigal on may 18. July 1st a guest normally sat and we heard a loud noise. When we checked we saw that it broke although nothing happened someone was just trying to sit down. I called support they said they’d assist and I was told to submit photos. I did so immediately and I kept receiving texts to send the photos although I already sent them.i let days go by and no response from raymour. I called on July 15th and an agent said that we jumped on the chair and the claim was denied. We said how is it denied if we were not notified and she just hung up after saying she won’t help us because we are doubting her logic. It has been a. Little over a month and they claim to have warranty which is a lie and they would not help and accused us of jumping on the chair. We are grown adults no children why would we jump on furniture? I need a replacement for this broken ottoman.

  Business Response

  Date: 07/17/2025

  Good morning,We left a message for our customer to schedule an exchange.Thank you,Raymour & Flanigan

  Customer Answer

  Date: 07/24/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Hello, I have been called while I’m at work and when I call back no one answers. I left a voicemail and I wasn’t called back. Please deliver and exchange the ottoman on Sunday July 27th or Wednesday July 30th at ****** ***** *** Jamaica ny 11433. If you need to call, please speak with my sister ###-###-####. I’m unavailable between 9-6. her name is ***** ******* Regards, **** *******

  Business Response

  Date: 07/25/2025

  Good afternoonOur customer has an exchange schedule for Wednesday as requested. We will pick up the old ottoman and deliver the new one on that day.Thank you.Customer Care

• Initial Complaint

  Date:07/16/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered something on line with a sales associate Mo and originally I wanted something else that was on back order wait cheaper than what I got . The sales man never told me that your store policy in small letters as a senior that once you sign your out of luck. I had the furniture for an hour and it is small oversized loveseat and cheaply made. I told the delivery people I was ot happy with the selection. They replied Lady your my last stop take irt up with the store. I called the Fairfield, CT showroom and tried to reach them and reason to them to allow me a reselection or a return and they admantly stated TOO BAD your stuck with it lady in so many words. I never heard of this no other company ***** **** tells you your stuck with something you dont like or want. I never heard of this policy in mylife. So I am writing to you for your help

  Business Response

  Date: 07/23/2025

  Good morning,Our leadership team reached out to our customer and offered a reselect with a restocking fee. Her new delivery is this week.Thank you,Customer Care

• Initial Complaint

  Date:07/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/26/24 I purchased the **** lift chair order #***********. I’ve been having many issues that started a few months ago.
  -The foam at the seat and leg area of the chair was sagging, making a bar under the seat more and more prominent, making it feel uncomfortable.
  -The chair makes noise when being lowered and raised.
  -The back padding was also having issues.
  Due to this I contacted Raymour and Flanigan. On July, 8 2025 a technician was sent to “fix” the chair. He added more padding and that was his fix and there was nothing else he can do about the noises or comfort. This “fix” made the chair even more uncomfortable. I contacted customer service on July, 11 and have been going back and forth with a rep today July, 16. Their offered resolution was an even exchange (which I don’t want. The same issues will happen again) or a store credit. Before buying this item I went to multiple locations to see inventory and this chair was the only one that worked for my father. I don’t have anything else that I need to purchase at Raymour and Flanigan and want a refund, especially if this is a manufacturer warranty claim like I told by the rep. I am seeking a refund. Not a credit or exchange. I really don’t want to deal with Raymour and Flanigan products again. A photo of the leg area where it’s sagging is attached. It’s difficult to get a photo of the back area. You have to sit there to feel it.

  Business Response

  Date: 07/18/2025

  Good morning,Our leadership team reached out to our customer and offered an exchange or reselect.Our customer will call us back.Thank you,Customer Care

  Customer Answer

  Date: 07/18/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Yes, I have the option for a replacement or credit, but this credit also has stipulations ex-needs to be used in 14 days or renewed every 14 days if not used and can’t use it on clearance. This is unacceptable. I was told this is a manufacturer warranty issue by the rep.  If this is a manufacturer issue, Raymour and Flanigan should be able to take it up with them since they sold the item to me. Since this is a warranty issue I should be entitled to a refund. I don’t deserve to be pushed around due to circumstances beyond my control. As stated to the customer service rep via phone, I don’t want a replacement as the same thing will happen again to the chair since it seems to be a manufacturing issue. I also don’t need $1,800+ dollars worth of new, poorly made furniture to use a credit on.  
  
  Regards,
  
  ***** ******

  Business Response

  Date: 07/18/2025

  Good afternoon,

  We are unable to process a return for the item; however, we have offered the customer several alternative resolutions. We will note the account in case he changes his mind. We apologize that we were unable to fully resolve the matter at this time.

  Thank you,

  Customer Care

   

• Initial Complaint

  Date:07/14/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 9th, we purchased a mattress with the warranty and protection plan along with a 45 day return option. On April 17th we came into the store to replace the mattress that we were unhappy with. We were working with our usual salesperson as we have been customers for over 10 years. He helped us find a new mattress and base, however, the cost was more than we wanted to spend he said that he would check with the Manager. The Manager Sheldon D******** came over and stated that he would give a discount on the purchase. however, the sale was rung up in the amount of $3481.09. This is not the price that he agreed upon he stated that he would give us the discounted price of $3481.09-1499.00, However, the only thing that was done was the deduction of the returned mattress. After several calls to the credit department and going into the store on Saturday, July 12th and speaking with our salesperson and the Mr. D********, he claimed he didn't remember the conversation.

  Business Response

  Date: 07/18/2025

  God afternoon,

  Our leadership team reached out to our customer and offered a credit which our customer accepted.

  Thank you

  Customer Care

• Initial Complaint

  Date:07/11/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After purchasing the platinum insurance and approved a credit of $751.00 and buying from my own money a Universal box spring. The delivery guys came, and I showed the old **** bed was outside place there that morning, since I had removed the broken bed from the bedroom, due to safety issues with my 7y/o son. However, stored in my garage and removed the morning of the July 10, 2025, because my new bed was being delivered at 12:30PM and my husband has a 41-year-old classic car stored in garage and I don't have code. The headboard, which was not outside was being returned from the neighbor who had taken it. The supervisor Rick, had me wait to then tell his delivery to leave. I ask the delivery guys to leave the universal box spring which was paid by me, and they refused. I reached out to Rick, who ignored my calls to then send someone else to call and state the Platinum was cancelled, due to being exposed to elements, which on this day it was sunny, no rain and a temperature of 83 degrees. I reached out to the Ct. office and a woman stated it was canceled due to exposure to elements, I responded "So you are not honoring the platinum, something that was paid for and approved. I am out a bed and when i inquired the return of my $379.78 for the Universal box spring, she stated I have to take it up with the store directly, in doing so now I have to wait 5-10day for the return of my money. I am a faithful customer who has credit and paid my bill every month on time. The worst thing is that my son and me are still sleeping on a mattress on the floor. I just want this resolved if not I'm moving forward with small claims. ***** *********

• Initial Complaint

  Date:07/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am so disappointed with the customer service that I have received. I haven’t slept in a month and I tried all mattresses in my price range and then my sales rep showed me a mattress. It was comfortable and I was pleased however when I got it home I was tossing and turning and not sleeping because it was too firm and I don’t like firm mattresses. I went to the store within my return 72 hour window and the manager there was so rude. He took my name came back and said there was nothing to do and to wait a week or longer to break in my bed. I knew I hated the mattresses and I just want sleep so I knew waiting longer to ‘’break it in’’ Wouldn’t help and it would just keep me from being in my 72 hour window. I went home and immediately contacted the customer online service and asked for an executive assistant phone number or email address and they said they could not provide that for me and that I need to break it in. I haven’t been sleeping at all in a month and my body is shutting down and my health is spiraling and the fact that I’m tossing and turning and waking up with back pain already from a new mattress and everyone telling me I need to wait longer to break it in is RIDICULOUS!! If a customer comes in and says I need sleep and still isn’t getting any there main priority should be to get there customer sleep!! I want my 1032 back I don’t want to pay a 95 restocking fee and I want to return my mattress and go somewhere else with my money and get the sleep I deserve. The manager was rude and disregarded my needs and wants and that when I asked for an executive contact I was denied!! I’m over this place.

  Business Response

  Date: 07/12/2025

  Good morning,

  We will have a member of our leadership team reach out to assist our customer.

  Thank you,

  Customer Care

• Initial Complaint

  Date:07/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a dining room table that cost over a 1000.00. Within a few months it started to bubble. I called them sent out a repair technician and he stated he couldn’t do anything about it. This table had a yr warranty. I called again because it got worse and they still didn’t do anything about it. The description it’s a hardwood table Kiln-dried poplar frame materials with ash veneers
  Kiln drying removes moisture to protect furniture from changes in humidity that could cause splitting, warping and cracking; ash veneers add a beautiful grain pattern
  Extra-durable frame joinery
  Frame joints are reinforced with corner blocks, dowels, heavy-duty metal fasteners, screws and glue for added strength and stabilityIf you're looking for something with a casual cottage vibe, you'll love the Aberdeen dining table. This piece is a stunning example of a country casual retreat at its finest. The distressed finish offers worry-free care, so you can focus on entertaining instead of dings and scratches.

  Business Response

  Date: 07/10/2025

  Good afternoon,Unfortunately, our customer did not purchase Platinum coverage and has had the table for nearly four years. As a courtesy, we inspected it in 2023 (outside of warranty) and confirmed the damage was customer-caused and not repairable. Unfortunately, we’re unable to offer further resolution.We’re happy to offer a $250 gift card as a goodwill gesture. If our customer is interested, we can send it out promptly.Thank you,Customer Care

  Customer Answer

  Date: 07/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  When I purchased this table the sales person told me it was hardwood, moisture resistant and a great table. I complaint about the bubbling of the table a few months in to having it. Then the paint started chipping off and then “hard wood” which is actually fake wood came off. I went under the reviews of these and found of multiple customers complaint about the same thing and were indeed out of warranty and you replaced the table. To be honest this was false advertisement. If you look at the description you give on the table it’s hardwood and moisture resistant. I’ve been a customer for a very long time and believed that you would stand by the products that you sell and not mislead customers into buying a piece of furniture for commission. I have all service dates for the table within warranty and nothing was done about it. Hopefully you can resolve this issue with the intent of a replacement. Due to the fact of false advertisement of the dining table and also service of this table was within warranty and nothing was done about it.
  
  Regards,
  
  ******** ******

  Business Response

  Date: 07/23/2025

  Good afternoon,We will not be offering any further resolutions for this claim.Thank youCustomer Care