Raymour & Flanigan

We partnered with our Credit department and are working with *** *** to expedite a resolutionWhile it is true *** *** is an outside company we are working to have the sent to the customer and they should see that within business daysWe'd also like to offer the customer a 75$
giftcard for the inconvenience.Thank you,Kevin S***

Good Afternoon, Our local management team in the Suffern area has reached out and talked to the customerWe have offered full credit for a replacement sofa, and 80% credit towards replacement on the matching love seat and ottomanThe management team has indicated that the customer has accepted this offerShould you have any questions or concerns, please let us know. Thank You!

Good evening,As of 10/12/17, our local management team reviewed the customer's account and decided to approve for the customer a one time courtesy exchange of the mattress so that the customer's mattress situation would be resolved for themThis exchange of the mattress is scheduled to be delivered
to the customer's home on 10/17/Please let us know if there are any additional questions or concerns.Thanks

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
The response is a perfect example of how R&F says they've resolved- the called and left a message- they advised to my wife that they'd order the seat cushion and that we'd have to arrange to either pick it up or have a technician come out to installI was under the impression that the case had been ordered a month ago- I called back to let R&F know that I disagree with their resolution, and simply didn't want to deal with their process anymore and to let me know when they could come and pick up the couch and refund us our money- if not noted before, the 'repair' that R&F completed, has already failed, and their are bunches and a new rip in the seat cushion seam- Rep advised me someone authorized to handle my account would call me within hours- they did not call me back in hours.I hope these details help outline the dissatisfaction, and run-around that R&F puts a customer throughWe've now had a torn seat cushion for approxmonths
Regards,
*** ***

Our Leadership has reached out to this customer and will be refunding Mr*** the amount of $for the box springThank 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 so long as they follow through with the agreement.
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
I have finally received the $credit to my bank card ( which is a joke and I think they should have done more ) however I did not receive the $gift card which also a joke!! I would love to know what in a furniture store is under $100!!! This store has the worst customer service that I have ever encountered!
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 Ireviewed appear belowI was never contacted again after raymour and flanigan inspected my furnitureHe spent minutes to take pics and did not take any pics that I asked him of more damages that was on the furniture when I received itI have more pics if later you request I will send itIf you have a way for someone else to inspect this furniture I will allow them to check it outI have contacted the media myself concerning this matter.Regards,
*** ***

Hello, I have sent all information to the management teamI have requested their partnership to resolve this matterThank you,

Management has contacted this customer after reviewing complaintThey reviewed with the customer our process. It seems there was some miscommunication along the way with regards to the financing options. Customer was offered $gift card for use on a future purchase. Management
will be re-training all Sales Associates with regards of how to present financing options to customers in the futureThank you, T.F*

Hello,This consumer did not purchase the platinum protection plan, so replacement would not be an optionPer our leadership teams notes in the account, consumer was offered a Gift Card as a means to help offset the cost of a new itemThe wood is swollen so the repair would be
extremely difficult and would not lastIn addition the technician repaired a burn mark on the top of the vanity desk, so the item had Customer caused damage on itSomething the manufacture would not cover.thanks,

Good Afternoon, Our local management team from our Buffalo area is in the process of ordering parts for the customerAt this time, we are awaiting on one more partWe will reach out to the customer to arrange a date and time for one of our technicians to go to the customer's home to install
the part, upon receipt of the part Please let us know if you have any questions or concerns. Thank You

Hello,We are having issues contacting this customer and pulling up an accountWould they be able to provide a phone number or some account information so we can access their account? Thank you,Kevin

Leadership has reached out to this customer after reviewing his complaint. Customer was offered several options, and chose to go into his local showroom to purchase more furniture at a reduced price. Customer is satisfied with the resolution and advised our Leadership he would be
removing his complaint. Thank you, T.F*

The mattress protector comes when purchasing the Platinum Protection Plan for our mattresses. It is a non-refundable warranty plan, so the most we would be able to offer is a $gift card as a sign of goodwill. Thank you, TF*

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, *** ***

Good afternoon,In regards to the customer's concern about their mattress, since the mattress was picked up from the customer's home, we had extended to the customer a $refund in which the customer confirmed that it was ok to refund back to their credit cardAs of 11/22/17, this has been
processed.Thank you!

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. The buisness contacted me today and scheduled a service technicianI am reserving my right to reopen complaint if the buisness does not uphold their end of the appointment
Regards,
*** ***

Good Afternoon, Our regional management team has processed a credit for the customer in the amount of $This refund is in regards to the customer's concerns with the box springAt this time, the customer should be all setIf you have any questions or concerns, please let us know
Thank You.

Our Credit Department Leadership has reviewed this customer's complaintThey have not provided us any documentation to support the claim of all purchases having the 24-month, no interest financing terms. The purchase amounts in question do not qualify for month financingWe offered to
customer to pay $of the interest fees that were added, but offer was refusedThere is nothing further we can do at this timeThank you, T.F