August 2007, I ordered 2 accent chairs from Raymour & Flanigan, Freehold, NJ. When they arrived for pick up at the store, one chair had a leg sawed off and the other was very scratched. I ordered 2 more chairs, and they too came in defective. The store Manager offered free delivery for 2 more chairs. I agreed and we proceeded to Customer Service to arrange for a delivery date. When we agreed on the date, I requested delivery to be anytime after 2:30 in the afternoon of the agreed date, as I work and couldn't take time off for the delivery. The store manager informed me that they wouldn't let me know the time until 48 hrs prior to delivery and certainly wouldn't be able to select a specific time. I explained again my time restriction: ANY TIME after 2:30 would work, but the store manager wouldn't agree to my request. He didn't suggest another day or anything, just kept saying he couldn't give a specific time. I told him if my time restraints, after 2 disastrous and damaged filled deliveries couldn't be accommodated, I would cancel my order. He said nothing and put through the cancellation. The store manager acted as though he didn't care about my situation. I will never step foot in that store again. Not only do they have defective merchandise, but they treat customers with disrespect and disregard.

To this day, I am still waiting for our sofa to be fixed. My experience with this company has been a nightmare. The day our furniture was delivered, we noticed problems. A seat for the dining room chair was loose, there were nicks on some furniture, and hardware for our end tables, entertainment set, and buffet were loose as well. However, the biggest problem was a squeaky sofa.

I called the company the first chance I got to express my complaints and to request repairs or exchanges for the defective BRAND NEW furniture. When the technician arrived, he was able to repair most of the problems with the exception of the squeaky sofa and a dining room chair. The dining room chair needed a replacement part which I had to wait for. The technician attempted to repair the sofa but on the same day he left, the other side of the sofa began squeaking. This lead to another call to schedule another appointment.

We didn't schedule another appointment until the part arrived for the dining room chair so that the technician can try to repair both in one visit as opposed to two separate visits. I had requested a different technician because the original technician didn't fix the problem with the sofa. They did NOT send a different technician. The same one came back for the 2nd appointment. He was able to repair the dining room chair but unable to repair the sofa. The rear of the sofa now began to squeak.

At this point I had begun to get frustrated. I made multiple calls to the Oakland Service and Repairs department (201-337-0980) requesting to speak with managers or supervisors. I was usually told that they weren’t available but I would get a call back. I NEVER received a call back. I finally spoke with a manager (Emilio) by calling in myself to express my frustrations. I requested to have the sofa exchanged. It was a brand new sofa that had already been taken apart twice. He insisted on sending a more experience technician and give them another chance. I declined and insisted on exchanging the sofa. At the end of the conversation, he agreed to exchange the sofa and I’d have to wait for yet another appointment. He had also stated that if the sofa was exchanged, I could not longer request repairs for the piece because it will no longer be covered by the plan. I feel this is a ridiculous policy.

On the third appointment (7/31/07), two gentlemen brought in the new sofa. That one squeaked too and it was worse than the sofa I already had. This just goes to show the quality of the furniture they’re selling. I had requested the delivery men to leave the original sofa. I was forced to make another call. I had no other recourse at this point but to call for another service appointment. I spoke to Emilio again. He said this time he will send a more experienced technician to resolve the problem. I had no choice, either take the fourth appointment or live with a squeaky sofa. He pulled some strings to get me the first appointment that day.

On the fourth appointment (8/17/07), they did send another technician and he did arrive first thing in the morning. He also seemed more knowledge and experienced. Unfortunately, he did not have the equipment or means to repair the sofa. He stated that the sofa needs to be taken into their repair facility where they have to proper tools to fix the sofa. Reluctantly, I accepted this answer because ultimately I just want to get it fixed. I received a call from a woman by the name of Applelina to schedule my fifth appointment (8/22/07). This appointment was to have a delivery team pick up our sofa to be repaired. I had expressed to her the ordeal I’ve been going through. She understood and told me that she would be requesting an early morning appointment (8am-12pm). My work schedule starts at 12:30pm so I need appointments in the AM hours.

Keep in mind, taking away our sofa is very inconvenient for my wife and me. The company isn’t able to tell me how long it will take to fix the sofa. They won’t schedule an appointment until the sofa is fixed. So let’s say it take 2 days to fix the sofa. Then they call me to schedule an appointment for delivery. If they actually honor the scheduled appointment, I anticipate I’ll be without a sofa for nearly a week.

Today (8/20/07), I received a call from a gentlemen from the Delivery department. He told me the appointment is scheduled between 10am-2pm. At that point I was very upset and tried to explain to the gentlemen that this wouldn’t work for me. He hung up on me.

Immediately, I called into the Delivery department to speak with a supervisor or manager. Again, I was told none were available. The lady I spoke with, Tammy had advised me that they cannot guarantee any appointment windows and if the appointment didn’t work for me, I’d have to reschedule. At the end of the conversation, I was forced to reschedule to (8/24/07) but still she could not guarantee me a time frame! Again, she was only able to but in a request. If they actually pick up the sofa and repair it, will I get it back by Labor Day to entertain guests?? I requested the company’s corporate number and address. She was only able to provide me with a phone number of 315-453-2500.

I called the number and spoke to Kelly. I told her that I wished to speak with someone on filing a complaint against the company. She transferred me to a lady by the name of Bridgette. I also advised her of my request. She placed me on hold only to hang up on me. I attempted to reach the Oakland Service center and today I only get their voicemail.

I am at my wits end with this company. The way they treat their customers is deplorable. The only persons I’ve dealt with that have shown any empathy are Emilio and Applelina. The attitudes I’ve received from others have been apathetic. Their website doesn’t have a corporate address where you can write letters to complain. Attempts to make complaints by phone are given the runaround with phone transfers. I will never purchase anything from the company again. I will never recommend them either.

In October of 2006 My wife and I purchased a bedroom set consisting of 2 nightstands/TV armoire/mattresses/head and footboards,king size bed. Paid approx $7k total. Since then we had made many calls concerning our memory foam losing its "memory". My wife and I slept in holes while inexplicable terrible customer service fended me off until we finally got our current mattress a few months ago which is now showing signs of the same problem. WHen the second mattress came my 11 year old step-daughter jumped on (not jumping up and down on) next to me and we felt a thump, it was the center support for the king bed and then fell in towards the center.

From the first call, which there were many, We had asked about repairs to scratching and chip taken out of bed during delivery. The clip that holds the TV armoire was smashed in but I fixed it enough myself to make it work. My nightstand requires a fight to open or close depending on the humidity. After all this, including having to speak to the absolutely rudest "customer service reps" who actually just hung upon me once, we finally contact our salesman, Jerry, who we demand that we speak to his manager, Chris, who after pretending to care, said that his regional manager, Mike, would definitely call us the following day,Monday, he reassured us as much as he possibly could. Well this was 2 weeks ago and finally my wife came to tell me she called there and gave them a piece of her mind.

So this is where we stand now, back into the "dodge the customer" phone game. When the false promises come from such a high level one has to wonder how well this company is run and is attention to quality handled in the same manner (obviously yes). If they would like to hire me on to help this situation I would certainly enjoy the challenge and thats a challenge to turn that "system" (as they call it) around.

Although we aren't finished with our situation yet I am planning on legal recourse because I can see where this is going. If there is anyone who would like to be part of our petition please email me at [email protected] and I will let you know where we stand and if we proceed legally or not.

When you see the truck with the sign denouncing Raymour and Flanigan you will know it's me. We spent $7000. on furniture that hasn't lasted a year, had to and are still enduring the harassment Raymour and Flanigan call customer service.

In January of 2007 I ordered a sofa but went with one of several alternate fabric colors. The sofas arrived 2 months later and were too big for my formal livingroom. I visited Raymour's website and called customer service. Because the sofas were "custom" I could not return or exchange. I tried to deal with the furniture for 2 months and because it didn't fit... never used the room.

I finally went into the store and begged them to investigate. The store manager assured me that he would look into it. Two weeks later I called and was directed to the regional manager. The regional manager said he would look into it then called me back a few days later. The regional manager said he'd offer me a 50% markdown to take the furniture back. I asked him if the offer was to discourage me and he said "yes".

What kind of place is this? There is NO service to properly educate customers on this topic. NOTHING is on the website. NOTHING is in their stores. And best of all.. they will offer you some ridiculously low amount to get you to GO AWAY!!

I purchased a 3pc leather living room set from R&F and to my surprise, they we knock offs. They did not deliver what was displayed in their showroom. I was able to get my money back in full but still have a very sour stomach about the scam they tried to pull on me. I went to the showroom and confirmed with a sales associate that what I indeed had in my home was a knock off. She told me exactly what to look for and when I got home, BINGO, my furniture was proven to be not the original pieces they still have in their showroom. I write this in hope that if there are other consumers who feel they been scamed to look into the matter and hopefully resolve the issue. I feel that even though I have been refunded my full amount of purchase, It is not enough. I have undergone many hours of man time in investigating, phone calls, searching and not to mention how it inconvenienced my family.