Raymour & Flanigan

Good afternoon,Our local management team has reached out to the customer and on 2/12/our customer accepted an offer for a reselect (a credit to use in the showroom for purchase towards new furniture upon the return of the older furniture already in the home)This has been processed for the
customer and was informed that he can come into the show room to choose a new bedroom set.Thank you.

Good morning,Our local management team from the Gibbstown area reached out to the customer to discuss this further. We offered the customer to go into one of our showrooms to pick out a different mattress to replace the one they have had issues with. If the customer has any further
questions about this please let us know. Thank you!

Good evening,I have forwarded this information over to the leadership team within the customer's locationOnce they have the chance to review the situation, contact the customer within - hours and reply back to myself with an update of the resolution for the customer, I will be able to
update the Revdex.com with how we assisted the customer.Thank you,Tim

HelloOne of our service technicians went out on April 13th to assess the damageAfter reviewing the technicians report as well as photos of the damage, the claim was denied due to being accumulative, which is an exclusion of the planWe can offer the customer a $gift card for the
inconveniencesThank you

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,Per our leaders We made several attempts to reach out to the customer and she yet has taken the time to return our callsWith the delay of the special order we saved the customer $off of her order, also provided her free delivery , and a $GC which the customer declinedOne of
our leaders personally followwith the customer on August 4th, August 6th, and today (notes in comments) to offer her another $100-$off her order to compensate with any inconvenienceReviewing the product that she purchased on our floor, reviewing the pictures from our drive team, and feedback from our operations team, this is clearly a customer perception situation. We have did everything in our power to ensure that we enhanced the customer shopping experience, but based on our last conversation she is looking for a 30%-50% off compensation in which we cannot provide.thank you,

I have reviewed the customer's account. I have called and left a message to discuss setting up a service appointment for another technician to out and inspect the mechanisms on the recliners. Once we receive the technician's report, we will be able to make a decision on a resolution for
this customer. 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 pending receipt of an April billing statement reflecting a zero balance.I appreciate the Revdex.com's ability to resolve this issue in a timely manner, which unfortunately I was not able to do successfully as an individual consumer working with TD Bank or Raymour & Flanigan
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
The $additional credit was the "BEST" they could do for meAfter sticking me with a rug I didn't want, and having managers lie to my face about returning itI had to chase them down for the $The store's manager offered not to come to the house and pickup the rug for a full refund, but to either refund me $and I keep the rug OR I could exchange it for a rug I wanted (i need a bigger rug so that would be more $)The LAST thing I want to do is give them more money. A full refund is what should be provided, nothing less
Regards,
*** ***

Our Credit Manager has reached out to this customerHer account was closed at the end of when we ended our relationship with *** *** Bank. When she reapplied for credit, she was denied by TD Bank, which resulted the denial letter being mailed to her. She was eventually approved
by Raymour & Flanigan for $with a 10% depositThank you, TF*

Good Afternoon - I have reviewed customer's complaint and her accountWe had a service technician out to her home on 11/14/We were able to service the stools and bench, but the claim on the dining table was deniedI am reaching out to our service center for copies of the technician's photos
so we can further review customer's claim for the dining tableWe will reach out to customer with a resolution once we have reviewed the photosThank you, T.F*

Good Afternoon, Our local management team in the New Jersey area has left a message with the customer to call us back We have worked with our service technicians and determined that the tearing of the leather is not something that can be repaired (bonded) again, but that we could touch
it up to make it look better Should you have any questions or concerns, please let us know.Thank You!

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*

I wanted to clarify that I did not receive a call on the 13th I suppose technically the issue is resolved, but I wanted to make sure they knew that I was never contacted with a follow up I have had to call them every time I needed information. Thanks

Hello,Customer has accepted service on the chairWe had offered a reselect but that option was refused due to the customer refusing the restocking fee. Thank you,Kevin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, a service call is
scheduled for Thursday, Feb9thI'm not sure what the out come is going to be yet, so I would like to keep this complaint open until then.
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
We received a call from Raymour and Flanigan, we are not satisfied with their offerThey are keeping 20% of the total of our furniture and picking it upThis is unacceptable due to the fact that they say they stand by their furniture quality yet they are turning their backs on us and not giving us a full refund.
Regards,
*** ***

Good afternoon,Our local management team from the Frazer area reached out to the customer to discuss this further. We are going to provide the customer the furniture they were interested in purchasing back in April and deliver them to the customer with no delivery fee at the price they were
going to pay at that time. If the customer has any further questions about this please let us know. Thank you!

Good afternoon, In the beginning of October our customer reached out an informed us that they were receiving an allergic reaction to the furnitureAt this time, a percentage of the cost of furniture was presented to the customer to come into the show room and perform a reselection (a credit back
from the cost of furniture to use in the showroom to select new furniture)After this, the customer reached back out to inform us that it was a situation with bed bugs with the furnitureRaymour and Flanigan takes pride in how our furniture is handled, within our show rooms, warehouse, during delivery and within transportation of the furniture as we ensure that our company's buildings are inspected regularly for any signs of infestationIn regards to claims with bed bugs, we at Raymour and Flanigan do not accept responsibility. The furniture in question was delivered to the home in September of 2016, not from Raymour and Flanigan but from the customer's choice of an outside company (Pack Mules) to pick the furniture up from our showroom and then delivery to the customer's home. Due to the strict processes that we have as a company, the time frame that the furniture has been in the home and that an outside party delivered the furniture to the customer's home, Raymour and Flanigan does not accept the responsibility of the bed bugs. 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.
Regards,
*** *** We hope to resolve this matter if they fix the problem.