Raymour & Flanigan

Our Leadership has reviewed this customer's complaintWe are in the process of sending out a $gift card and we will be looking into other options for a more satisfactory resolutionWe will be contacting the customer shortlyThank you, TF [redacted]

Hello,Per the delivery management,"We inspected the first replacement for the customer the day before delivery as we always do for all of our deliveries At some point the arm became loose, whether a manufacture defect or what The team arrived at the home to find that the arm was loose on this sofa as well The team called me and I advised that we would have a brand new sofa out to her at her next earliest convenience I offered the customer a Saturday delivery with a morning time frame so as to avoid wasting anymore of her valuable time The Mrsagreed and appreciated the thought When the customers husband came home to learn that the sofa was in fact not delivered due to the same issue he called the Buffalo CSC very irate In speaking to one of our Customer Care Coordinators he demanded redelivery Thursday 10/after PM, which we honored At this time he was offered the $GC which he was ok with On Wednesday the delivery team timed their day for Thursday, I explained to them what had happened to this customer thus far and the delivery team suggested delivering the sofa at 6:30AM so the customer did not have to rush home from work or leave early from work We finally got in touch with the customer at approximately 2:00PM on Wednesday and the customer said that 6:30AM would work best The team took the sofa to the customer at the agreed time on Thursday and to the best of my knowledge the customer was completely satisfied."Thank you,

Good evening,After reviewing the customer's concern in regards to their sofa, we have provided the customer with a reselection. This means that the customer will be receiving a full credit of the sofa in the show room to use to purchase new furniture. If there are any additional questions or... concerns in regards to the sofa or reselection please let us know.Thank you!

Our Credit Manager has contacted [redacted] regarding customer's complaint [redacted] has confirmed that they were contacted by the customer as well, and the late fee was reversed on 7/6/They have also sent an update to the credit bureausThank you, T.F [redacted]

Good afternoon,Our local management team from the Buffalo area reached out to the customer to discuss this situation further.? We let the customer know that there are ways the customer can make payments to [redacted] so he does not accrue interest.? We let him know that he can set up automatic monthly online payments for the minimum and after this, he can call [redacted] directly or stop into one of our showrooms to make an additional payment.? The customer does not have to enroll in the automatic monthly payments and make one time payments each month and those payments can be in any dollar amount the customer would like to pay.? If the customer has any further questions about this please let us know.? ? Thank you!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. Regards, [redacted] YES, Raymour and Flanigan contacted me the next day. They are exchanging the sofas.I am very happy with the resolution. [redacted] cell ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me for nowIf the business does not follow through and I have further complaints I will open a new claim at the very least Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below.We like to get $ for gift card or the same amount of the money to be replace the both sofa.? Regards, [redacted] ***

Hello, The procedure for manufacturer defects is to have a service call, so a technician can assess and repair the damage This customer accepted service and the call was successful on 7/ Our service department called to follow up and the customer stated the service went well Thank you,

Good afternoon,Our local management team in the Stratford area has reached out to the customer and we are going to exchange her dinning chair that is scheduled for 4/15/ If you have additional questions, please let us know.Thank you!

Good afternoon,Our local management team from our Accounting department has stated that the lease the customer signed up for does not go on the customer's credit report The lease was done at the showroom with the correct customer information under a different name than who put in the complaintDue to this we would not be able to remove any charges to the customer's credit report If you have any additional questions about this, please let us knowThank you!

Leadership has reached out to this customer to advise that if they choose a lower priced mattress for their exchange, we will refund them the difference in price Thank you, TF [redacted]

Good afternoon,Our local management team from Customer Care attempted to reach out to the customer and left a voicemail to with a contact number to call back about this situation.? We have not heard anything from the customer after leaving this voicemail.? Please reach out to our customer care phone number of ###-###-#### and we can look into this further.? If you have any additional questions about this, please let us know.? Thank you!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below After contacting the Bronx, NY show room about my re-select as well as the platinum protection service, I reject the response when I found out that I am subject to a $delivery feeSince Raymour could not repair the original chest, I do not feel like I should have to pay delivery yet again for essentially what amounts to an (somewhat) even exchangeOnce again Raymour plays "pass the buck" where the showroom says they cannot waive delivery and platinum protection says its up to showroom discretionThis customer service experience has been harrowing to say the leastI will definitely look elsewhere for my future furniture needs. [redacted]

Leadership has reached out to this customer and offered to allow them to return the merchandise that was delivered on 4/9/Customer has been given store credit and has advised us he will visit his local showroom in weeks to make the reselection We have waived the restocking fee for the customer, but he has agreed to pay new delivery chargeThank you, T.F [redacted]

Leadership has reviewed this customer's complaint, and we will be replacing the recliner this coming Saturday, 2/13/16. Thank you, TF [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I have emailed and called to speak with Brassie and have yet to get a responseEvery time I call they tell me all they can do it refund the difference of the protection planWhat piece are they going to replace? How do they plan on doing that if they do not service Jacksonville FL? I only purchased this sleep sofa because of the details the representative told meThere are multiple things wrong with the sofa and this is the 2nd time I'm asking for service on the sofaAgain, I wouldn't have purchased the sofa if I couldn't have it serviced when need beif they can not service the sleeper anymore then I would like a refund and they can take the sleeper backI am highly dissatisfied with the product and now with the companyI expected more from such a known retailer Regards, [redacted]

Good afternoon,Our local management team from the Suffern area reached out to speak with the customer about this issue on 4/18/ We reviewed with the customer that the last payment was due on 6/23/in the amount of $ There was a payment made for $on 6/28/which was $short of a full payment The customer paid the remaining balance of $in July after the "interest start date" of 6/29/ TD Bank sent bills to the customer for the interest that the customer did not address while speaking with the customer According to TD Bank, there was no return mail for the customer which means they were receiving bills Due to the non-payment, TD Bank forwarded the account to Collections We suggested the customer contact TD Bank's collections department and see if they can negotiate a deal The customer wants to Raymour & Flanigan to take care of this issue and blames our sales associate for misleading him The sales associate explained all of the financing terms correctly The customer needs to contact TD Bank to help resolve this issue If you have any additional questions about this, please let us know.Thank you!

After reviewing this customer’s account, I found that we have exchanged the sofa time since her original purchase, due to the color fading With her most recent service appointment, it was noted by the service technician that due to pet damage on the sofa, the item has no warranty Customer was offered another service to correct the issues, but she refused At this time, we can offer her $gift card in good faith; however, we cannot offer her a refund, and she has refused all other options provider her

Good evening,The following complaint has been reviewed and we have reached out to the leadership team within the customer's region to assist with providing resolutionOnce we receive communication back on the steps that were provided for resolution from this leadership team, we will be able to update with this information.Thank you!