Raymour & Flanigan

Good afternoon,Our local management team from our E-commerce department reached out to the customer to discuss this further. We provided the customer a $gift card for the inconvenience of his experience with our showroom. If the customer has any further questions about this please let us know. Thank you!

Good afternoon,In regards to the customer's concerns, our local management team extended to the customer a reselection on their bed onlyThis means that the customer would be receiving a credit back in the showroom to use towards the purchase of new furnitureAs of 12/23/the reselect process
was approved and sent over to the showroom for the customer.Thank you!

Good Morning - Customer contacted our office on 8/22/to check on part order. Because of the delay, we offered to exchange the sofa for the customer. He agreed to the exchange. Thank you, TF*

Leadership has reviewed customer's complaint and has contacted Ms*** to advise her of the repair process for the table. She has agreed to let us repair the table, which we will do at no charge as a courtesyThank you, T.F*

That is completely untrue and I will
follow up with my cell phone company and provide the necessary proof that this corporation has not contacted me not once to resolve this issueI see you are concluding to lying to justify your ineptitude and irresponsible customer serviceI will also proceed in calling to schedule the replacement of this bookshelfAs soon as I receive the necessary proof from my cell phone company I will post the results up hereAlso there are two different phone numbers attached to this fileSo I am being told neither workedWhat a convenient coincidence. 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,
*** ***

Tell us why here...After reviewing customer's account, I found that our Accounting Department processed the customer's reimbursement on 1/18/16. Thank you, TF*

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 previously complained to Revdex.com about their credit practicesPlease check your file and you will see that they said I have $creditToday I tried to purchase an item under $and was deniedI tried to resolve with them through chat and was given the runaround.I would like to be able to use the credit they say that I have
Regards,
*** ***

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,
*** ***

HelloThe last time we spoke to this customer regarding her recliners was in the recliners are outside any warrantyWe can offer a service at a $fee to make any necessary repairsWe are not able to offer another resolution. 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
Raymour and Flanigan's response is absurd and does not in any way address or take responsibility for the defect in the table and chairs The table is new, it is not old enough to have "accumulated damage over time" I reported that my table had just began to bubble in the beginning of July and was told by Platinum Protection that "we are sorry but two weeks is the soonest we can get a technician to your home"It is not in any way my fault that your technician was busy You would think that if this was such a time sensitive matter that a technician would have been immediately sent outThe table itself is not old so that is no excuse A table this expensive should not begin to defect in less than a year What does that say about the quality of your workmanship? I see an awful lot of consumer complaints about customers buying brand new furniture and paying more for platinum protection only to be told as soon as something is defective that Raymour and Flanigan Platinum Protection refuses to fix or replace the furniture....maybe a class action lawsuit will bring these deceptive practices to a halt I have placed a complaint with the NYS Attorney General's Office and I am forwarding your "response"to them because I want them to see just how Raymour and Flanigan handles customers after they have defrauded themThe NYS Attorney General's Office has been cracking down on the way soldiers are being scammed by local businesses in the Watertown, NY area and I can't wait to see how they conduct this investigation The only resolution I will accept is my dining room set to be replaced with a brand new non-defective set and I want my Platinum Protection Plan to remain in effect for the rest of the year term that I PAID for or a full refund of the money I spent on the dining room set By the way, I have included pictures of the defective furniture...I see that Raymour and Flanigan has changed their story from the tech saying that there were no defects to now saying that there are defects but they were caused over time There is no reason that the tech could not have tightened the arms on those chairs You can't tell me with a van that huge that he parked in my driveway that there wasn't a screwdriver somewhere in thereQUIT SCAMMING YOUR CUSTOMERS AND FOLLOW THROUGH WITH YOUR PROTECTION PLANS!
Regards,
*** ***

Good Afternoon, The customer was offered replacement furniture in This offered expired and over years additional damages have occurred to the chair and sofa A member of our local management team reached out to the customer and offered a 100% (courtesy) refund for the amount they
paid for the insurance/protection plan on the furnitureIf you have any questions or concerns, please let us know. Thank You

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12006568, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company made zero attempt to resolve the concern and I have been left responsible buying new furniture and new bedding Raymour was so egregious in regards to this, they didn't even notify the 3rd party company they hired to pick up the furniture, that it was infested and the company refused to pick up the furniture We then had to wait all day on Saturday for another company to show up to pick up the furniture When I tried to contact the person who was in charge of our situation, she was not available and I later found out she blocked me from calling her I'm not satisfied with how Raymour handled this and their response further confirms their non-chalant attitude Funny thing is, when we initially called the customer service department, the representative said they have complaints with beetles infesting their furniture on a regular basis If they have such an issue with beetles, who's to say they don't have an issue with bed bugs
Regards,
*** ***

Good Afternoon - Customer has had a 2nd-opinion inspection regarding the mattress. It is up to manufacturing standardsI have reached out to our Leadership team for further resolution. Thank you,T.F*

Good evening,Our local management team has reached out to connect with the customerAs of 12/20/a reselection (credit to use in the showroom to use towards the purchase of new furniture) has been submitted to the customer's local show roomPlease let us know if anything is needed in regards to
this concern.Thank you!

John- For clarification, Ms*** spoke to the SrCustomer Care Center Manager, Amy Myers on 8/4/At that time, it was agreed that the table would be replaced againThis was against the Manufacturer Warranty for what we believe could be warpingThis was extended as the customer’s Platinum Protection Warranty had expired when the table top was replaced previously in 11/15/The customer also had an issue with loose arms on their armchairsThese were not able to be repairedWe did agree to exchange these and the customer will have Platinum coverage on these chairsThere are stains on the seats and a cleaning kit is being sent out so that the customer can attempt to clean them. Thanks,Amy

HelloWe have spoken with the customer and offered a service to diagnose the issue with the reclinerOnce we receive the report back from our technician we will follow up with the customer with the next stepThe customer has accepted this offer. Thank you

Hello,We are showing this as resolvedVia communication with the customer we have refunded the customer to keep the items as is due to perceived damages.MCR#*** 23-JUN-2016ORG#***
23-JUN-2016OK PER STEVE G 23-JUN-2016REASON: ONGOING QUALITY CONCERNS WITH SET 23-JUN-2016APPLY AS CHECK REQUEST ...EMAILED ACCOUNTING TO 23-JUN-2016EXPEDITE .EAD 23-JUN-2016CKTOBE CUT 6-24 24-JUN-2016ck overnighted 4992 24-JUN-2016Check was sent the 24th in the amount of 2141.70Thank you,Kevin S***

Hello,A pick up and refund is not something we offer, we acknowledge that the customer has an issue and is under warranty but any credit provided would be raymour credit or we are happy to exchange the piece for brand new creditWe currently have an exchange for a brand new mattress dated
for 11/with the customer.Thank you,Kevin

Good Afternoon, Our local management team in our Suffern area spoke with the customer regarding the previous offers and what they wanted at this time The customer was going to discuss the options with her husbandWe have left a message with the husband to discuss further Customer had previously accepted the offer of a $Raymour & Flanigan gift card and a refund of their Platinum Protection InsuranceShould you have any questions or concerns, please let us know. Thank You.

Hello,Per the leadership team, The product did arrive to our showroom in advance, and the customer switched his pidate several times due to the delay of third party delivery service arriving to the customers home and to our showroom at a later dateWithin the advance time of the product arriving, and the customer switching his pick up dates due to delay, the customer did come into our showroom twice when I was present and I assume a third time when I was offWhich clearly will show that the merchandise did come in advance, was overly inspected by our team , and most importantly the customerThe customer also was clearly communicated that there was a back order on two nightstands and one mirror, in which the customer demanded the product before his departure date Due to the product being out of stock, we suggested to the customer to pick out a different collection to fulfill all of the customer needs before his departure date which would be in stock, which customer declinedIn addition, the customer did accept to take the two floor sample nightstands and mirror from the floor to complete his orderThe last inspection ( being the third time) the customer was in our showroom to revisit the entire order again in addition of the two nightstands including the mirrorHe made it clear he wanted to inspect everything before the moving company came to pick up his merchandise so that there was no confusionWe were very accommodating to support his visits each time. The customer was granted a savings from our Lowest Pricing Guarantee on the two nightstands and mirror in which he did accept but asked for further discount to what he thought would be to his favor, which was declined.The severe scratches, dents, and damages that the customer is describing clearly were not on any of the merchandise when they left our premisesThis clearly is a transportation issue from the third party delivery serviceI did advise to the customer that they should address their concern with the third party company, not R+F.The merchandise was loaded and inspected by the third party service, and the third party service signed and acknowledge that the product was in great conditionIt was witnessed by our operations team that the third party company had a stack of moving blankets in their truck which they proceeded not to use.The communication was very thorough on our end, and the customer was in understanding to why it is important to inspect the merchandise before any pick up departures leave our premises to prevent any of these issues or concerns from occurring In advance based on his relocationThat's why we did experience a few visits from the customer to our store to inspect the merchandiseEvery piece was shrinked wrapped before it went into the third parties truck and left our store.Thank you,