Raymour & Flanigan

Hello,We are sorry that the customer is still having an issue after parts and repairs attemptWe are currently looking into parts to fix the issues with the dresserAs for the slats/bedframe well we don't have that piece/part in stock we can certainly look into ordering that portion of the bed
from the vendor Thank you,Kevin

Hello,We were unable to meet the customers pricing needs and have voided the sale and proceed a refund for any amount paid. Thank you,Kevin

Mrs***, We sincerely apologize for the issues you have been experiencing with the sofa and loveseat, as well as our inaccurate assessment of the fabric separationLooking into your notes, it appears we are offering a full replacement of the sofa and loveseatI believe your situation
has already been escalated to our regional managers in your area, but I would like to re-escalate this issue to ensure that we are providing you with the best resolution and service going forwardWe will reach back out to our escalation team, and expect a follow up very soon thereafter. Thank you

Revdex.com:
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
Regards,
*** ***
I have had service calls all for the same thingsThere is something wrong when you need that many service calls for brand new furniture! The last service call not everything I pointed out to the man was even addressedThere is no way it is caused by us and to say so is extremely offensive! The same spots have had multiple coats of paint/stain over them and looks horriblePutting stain or paint over chips and dents doesn't FIX it, you can still see the problem! Other's don't even match up with the original productI absolutely do not want any store credit to purchase anything in the store as there is nothing else that we liked or wantedWe were given a new sectional because the 1st one that was delivered had stains on it and felt like cheap foamWhen the 2nd sectional was delivered ( It's a different sectional/brand) it had a huge hole in where the cushion attaches to the back and there are little pulls all over the sectional the tech said that it was the "finished ends" he cut a few off but some remain on other areas of the sectional & I don't want to do anything to make them worseIt's been in my home and lightly used for two weeks and the back cushions are already sinking downIt looks older than the one I had in my home for years I was contacted and offered replacements and declined because I don't want to waste anymore time on this company and I don't want to risk yet another replacement being damaged, where I would be back to square one againI spoke with a 2nd manager named Randy last week and attempted to use on of their solutions and he has been giving me the run around and not returning my phone callsOn top of being extremely rudeI called in two more times this week being put on hold for 1/hour each timeI have been trying to get a manager above who I spoke to & I was told there isn't one which I find hard to believeI had a message from a manager named Nicole today and when I called her back I was told she was out to lunch and would call me back as soon as she returned, that was three hours ago I am sick of getting the run around this has been going on for weeks, I have wasted days, countless phone calls and online chats trying to get this taken care ofI went to R&F expecting to get quality furniture that would last many many yearsInstead what we got is poor quality furniture with chips/dents/dings in them, stained sectional another with a hole and pullsWe have a table that is soft to the touch in one area and felt warped as it moved when you touched itWell the tech glued it back together and it's still the same as it was before he "fixed" it I expected new furniture without any issuesThe quality and customer service are beyond unacceptable At this point I would like the entire order picked up from our home ASAP and my account to be credited in FULL

Good evening,Our local management team has reached out to the customer and confirmed with the customer the parts that needed to be ordered for their furnitureAs of 3/23/2018, the parts have been ordered and the customer will be contacted once the parts arrive in our warehouse.Thank you!

I have reached out to my Leadership to review and address customer's complaint. Someone will contact this customer within to hoursThank you, T.F*

Hello,Per notes in customers account, we are picking up the table and issuing a credit to replace.Thanks,

Hello,After checking the notations on the account from local leadership, an additional credit was sent to the customer for the issue with the rug and delays with the credit for 100$Please be advised that these credits are sent to td bank and may not show up until next months statement.Orig:
processed refund mv $12/12/16/lap8 12-DEC-2016Processed on Dec-19th;MCR#***ORIG#***CC#***CUST ACCOMMODATION $BACK TO THE CUSTOMER FORKEEPING THE RUG

Hello,Our leadership team in customers area reached out to resolveNo answer, left a voicemail for customer to contact the leadership team.Thanks,

Our Leadership has reviewed customer's complaint and has reached out to himWe offered customer a store gift card for his inconvenience and he is satisfied with that resolution. Thank you, T.F*

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Revdex.com:
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
This is NOT resolvedAs per their response, this will not be resolved until October 20thThey offered a $gift card which was a slap in the faceThey also attempted to scam me by using my platinum protection to use the trade in of my bedroom set for a new one, however it would then void all warrantiesSee the chat attachedThis was said at 10:15:AM EST. I want this resolved sooner or make me whole$is not cutting itI purchased a brand new bedroom set, not a used broken one (which it seems like).
Regards,
*** ***

Good afternoon,Our local management team from the Queens area reached out to the customer to discuss this further. We are offering the customer an exchange on the mattress they are having issues withIf the customer has any further questions about this please let us know. Thank
you!

Hello,Our leadership team has been in contact with the consumerWe are having one of our contractors go out and repair the property damage doneCustomer should be expecting a call from that contractor "Stan" today, or Tuesday at the latestAccount is notated.thanks,

Good afternoon,Our local management team from our E-Commerce team reviewed the customer's account and signed up for 00N financing through the shopping cart. The customer called back to discuss the financing term she agreed to, the E-Commerce and Credit Department as a one time courtesy we
allowed the customer to change the terms to months which she agreed to. We would not be able to offer a second terms change since the customer has already agreed to two different terms. If you have any additional questions about this, please let us know. Thank you!

Good Afternoon - I have reviewed customer's complaint with our leadershipAs she stated, she did purchase the dresser in April 2011. Since she made her purchase, we have not performed any service on this piece. At this time, she is 3-1/years outside her warranty. There
is usually a $service fee. We would be willing to offer service for $37.50. Customer would also be responsible for the cost of any parts (new handles) we would need to order. Thank you, T.F*

Hello,It looks like the last service for the sofa sectional was in March of this yearWe will contact the customer to set up a technician to inspect the piece to look into options.Thank you,Kevin S***

Hello We have spoken with ** *** regarding the customer's account** ***, because they are a financial institution does not allow us to look into to a customer's account for privacy reasons** *** has removed all fees from the account and the total due for the customer is the amount that
was financed, which is $1896.55. Thank you

Dear ***,all we have wanted Raymour and Flanigan to do since day one is fix our damaged propertyThey told us to set up an appointment with a contractor they approved and now they are saying they won’t work with himSo we would like them to make it work with the contractor we both agreed
on.Sincerely,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12660815, and find that this resolution is satisfactory to me However, *** finance ha's informed me they have not received the refund and until they do they are continuing to charge my account even though I no longer have the sofaI am waiting for confirmation from both Raymour and *** to confirm the refund has been received and taken care of* has no recollection or notation about a refund after speaking with one of their customer service representatives
Regards,
*** ***