Re: A purchase from hell:


Raymour & Flanigan,
Franklin Mills Store

On Sept. 7, 2008 I purchased a Shelburne king size bedroom set from your Franklin Mills store. When the bedroom set was delivered, I did not see a screwpoint on the headboard sticking up through the top which held the lamp underneath the headboard on. When my husband came home from work that day he noticed it immediately and called the store the customer service told him because I accepted the delivery I can’t return it. I had to give up a one time return policy to have them give me an undamaged headboard. This was a manufacture defect per one of your techs, I found out later. When I purchased the set I told Mike that I wanted this set and the chest. I never received the chest. Mike told me he did not add that to the order and I would have to come to purchase that and would have to pay another $75 delivery charge. When I came in he apologized and told me he will give me the discount of $75 to make up for the mistake. I thanked him and went on my way. That weekend we set the bed up. We discovered the base is incorrect. The drawers should be at the bottom and the empty panel at the headboard per the R&F website imagine. The footboard also does not line up with the pre-drilled holes that the manufacture had made. The one I have now has the drawers at the headboard leaving me unable to access the two drawers. I called the store to speak with Mike he told me to just move the nightstand when I need to access them. I told him the nightstand was heavy and hard to move. He told me to leave enough room between the two so I can access it. according to the direction their is a right and left base. I had to wait 3 wk. for a tech to come out and agree it was the wrong side and I showed him the directions, he drew a diagram and I signed it. I got a call saying the drawer base will be delivered. I took the day off and when it was delivered the person said it’s them same one that I have now. I paid over $3600.00 for this set it was not a floor model nor an outlet item. Finally they said they will special order the base. They Finally ordered the correct base On 12/15 I got a call and was told the base was in. On 12/20 I was told the base was badly damaged and there will not be a delivery today. I could of cried. Till this day 12/26/2008 I have not received the correct drawer base.

When I received my bill that I financed through Wells Fargo and it had finance charges on it of $75. I called and spoke to Cust. Service and they told me that because the items were made on different days I was not eligible for the 2012 no interest charge. It should of been made on one day but Mike never placed the order correctly. On 12/20 I received my bill again and the finance is still there.
I called them again and was told the manager is now gone to redo the bill and charge me reg. price for the bedroom set. I told the women I didn’t receive a sale price. She told me I will be charged for the special order base charge and the full cost of the chest with two delivery charges which would come to $4119.00 then, I can have no financing till 2012 “she said because see SWEETIE you can’t have them both”. I can’t believe how I have been treated. My husband wants the set out of the house because of the way he was treated. I was not rude with them. I love this set. After talking to them on 12/20 I agree with my husband, I would also like the bedroom set taken out. I have always brought from R&F. They are a decent business and won’t close there doors tomorrow morning. I could of received this experience from La Donne’ furniture. My mom always brought her furniture from Mealy’s. I will also from this from point on. I am in need of a livingroom set, a childs bedroom set, and a king size mattress. I am sorry to say R&F will not receive my business. I would like the furniture to be picked up I will no longer deal with the store.

Purchased a couch from them 6 months ago- it now looks like it is 10 years old. I purchased the platinum protection plan and was told that if a tech came out and found it to be beyond repair that I would receive a replacement or refund. Well, the tech did come out and he did find that. He said the whole couch was damaged and there was nothing that could be done to fix it. I never received a call back regarding what was going to happen next. When I finally got through to someone, I was told my whole warranty is voided because there appeared to be cat scratches on the couch. The whole reason I purchased the plan was because the salesman told me it would protect against cat scratches. They refuse to give me a refund and say all they can do is send another tech out to look at it. I am confused and saddened. My 6 month old couch looks like it is 10 years old. Regardless of the warranty, my money should be refunded because they sold me such poor quality furniture. Has anyone had success filing a complaint with their credit card company or the better business bureau? Those are my next steps, aside from trying to get together a class action suit.

I ordered a couch on 2/10/08. At the time I placed the order they told me 6-8 weeks for delivery. I have been calling every week since the end of March and they never have any information for me. For the past few weeks I have been calling more often. They tell me that they will call me when it comes in-to stop calling them. First they said to expect around 4/20, then 4/30. Now, in the first week of May (and 13 weeks later), they are telling me another week. They are not very helpful when I call and cannot give me any other information.

i aplaied on line for a credit and i was approved, we went to the store we bought furniture and it was for the deal if you buy over $3500.00 it will be no intrest untill 2012 but under that amount the sales told me it will be no intrest for 12 month. i agreed on the 12 month and we got the furniture. when i got my first statment from wells fargo it was %24.99 intrest, i called them and they said no you have the on your application 12 month intrest free. the next month i got my statment it was adding the intrest rate on the account.icalled wells fargo they said they got that from the furniture store and i have to call them. when i did the customer service told me it will show on my papers what kind of intrest i found out it is only for 20 days intrest free and after that what ever they put .we asked to talk to the manager his name was amir he said that his sales wont do any thing like that, i told him why would i buy something and pay %24.99 if i can get intrest free then he brought the sales person his name is victor and he said i told you it is %2 a day he changed his story and he was talking very loud on the phone and the the manager got back on the phone and i said ill send my complaine to the BBB and ill tell them what hapened he said ill try to see what i can do .keep in mined that no one for the 3Hours we were there have mention any thing about that intrest rate and no body but the sales person talked to us.i know we should have read the fine print but like this i have never seen. PS : when i called wells fargo they told me not to pay and send a complain because my application was with them for no intrest untill 2012. hope you can do any thing for this problem .
thak you

on there web site it will say no intrest for 2013 or what ever it was whan we bought the furniture.

At the beginning of September 2007, we went into Raymour and Flanigan to look at couches. My husband didn't want fabric, so we ended up looking at leather. We found one we liked and decided to purchase it. We ALSO decided to purchase a foam mattress bed and a full size bed for our spare room. The beds are fine, but the couch smells to high heaven. It's not a regular leather smell. I can't even explain it more than it smells sour or putrid.

I called the company 2 weeks ago. Talked to a woman at the main desk. Told her I didn't want a return a just wanted an exchange for a fabric couch. She was very understanding, told me that she has the same "smell" in one of her couches and that she needed to send an e-mail to the store manager and district manager, and that someone would get back to me either Saturday or Monday. Needless to say, those days went by and I received no phone call. When I called and talked to "said" girl, she basically acted like I hadn't even spoke to her, and told me that she would transfer me over to my sales person who took care of us. I told her that on Friday when I spoke to her she said it wasn't a sales person issue. She said she had to transfer me anyway. Of course, the sales woman got on the phone, I explained the issue to her and OF COURSE, she had to transfer me to her store manager. After speaking with him, he said that it stated right on the back of our contract that they do not do any exchanges or returns and that if I wanted to do an exchange, he'd have to get approval from his district manager and I'd have to pay a 20% rehandling fee. I wanted to say... ARE YOU KIDDING ME??!! I have to pay you more money cuz I'M not satisfied??!! After talking to my husband, he vetoed the idea of giving them any more money. I will NEVER shop at Raymour and Flanigan again. They DO NOT take care of their customers... but they DO take your money!!!
GO SOMEWHERE ELSE!