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Raymour & Flanigan

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Reviews Raymour & Flanigan

Raymour & Flanigan Reviews (1650)

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]

We are in the process of working on this with the customer. We have an appointment scheduled for a technician to go out to customer's home on 4/19/16 to inspect the condition of the Sofa Sleeper to determine condition, in hopes that we can offer a return/exchange of the merchandise.  We will...

reach back out to the customer within 24 to 48 hours after the inspection with a resolution.  Thank you, T. F[redacted]

Hello.We are refunding the amount to the customer and allowing her to keep the table. We will be sending a check to the customer and it should be received within 7 to 10 days. Thank you

Good afternoon,We have partnered with our local management team to assist with our customer's concerns. As of 2/26/2018 the customer decided that they would like to move forward with a reselection (credit in the showroom to purchase new furniture) but did not want to do this from the original show...

room that they purchased furniture from. At this time it was stated that they would be calling us back when they decide which showroom they would like to complete the reselection in.Thank you!

Good afternoon,We have partnered with local management and were able to provide the customer with a reselection (credit to be used in the showroom to purchase new furniture upon the removal of the old furniture by Raymour and Flanigan). From this resolution, the customer has agreed to these...

terms.Thank you.

Hello,Even though their last response says they have not heard...

from me; I did speak with someone several days ago who was professional and went over the issue with me.  She confirmed that based on their test they cannot find anything wrong and cannot change the mattress. I went over my dissatisfaction with the lack of customer service received and she was very sympathetic. Other than saying she will work with her team to correct the lack of customer service, she also said they will send me a $100 gift card which I have yet to receive. I did not expect to get a new mattress but I expected the apology I received and hope they follow through with sending me the gift card.regards.   
[redacted]

Good afternoon,Our leadership has reached back out to the customer and provided the following information, however, the customer stated to our leadership team that he feels this will not be resolved until we physically deliver the new piece. We have also provided the customer with $50.00 off his current order towards his box spring.This bedroom set is outside of his 1 year manufacturing warranty which is why he is now within his platinum protection coverage. We did attempt to repair the piece under his platinum coverage but were unable to do so, which is why we are offering the replacement. This replacement is a special order which unfortunately resulted in the wrong item. As soon as we were notified our our error we ordered the correct piece and are currently awaiting the arrival of this piece from the manufacturer. We were offering to cover the replacement of the entire set under his platinum coverage plan, due to the claim being under his platinum plan as it is over 2 years old. The reason we offered a replacement for him was to meet his request for a faster resolution as we are currently awaiting the piece from the manufacturer which may take a longer than desired time frame. At this time we are not able to do much more until this piece arrives and then brought into the customer's home. Once this is delivered to the customer, we will then be able to provide a status update of resolution.Thanks.

Hello. For the frustrations, we have offered the customer free delivery on a future purchase. The customer has accepted.  Thank you

Hello,We have reviewed the customer situation with local management are will agree to credit the customer the cost of the mattress to use to reselect a new mattress within our store location. Thank you,[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.
 the business keeps referring to the issue as stains, these are NOT stains! They're bleach like marks where the color has disappeared. They forced me into exhausting my warranty on the last issue, and when I asked if the new furniture discolored as well I was told the manufacturer would replace it with new slip covers. I was home 1/6/18, they failed to call the correct number. They keep making false promises and they keep lying. I paid over $3k for this set I deserve an undamaged item. These people are rude and mean. I have multiple sclerosis and dealing with them and the stress causes flares. The furniture is NOT stained, the places it has discolored can prove that a so called stain couldn't occur. I welcome you to come to my home and see. Please hold this company accountable. thank you[redacted]
Regards,
[redacted]

Hello,A credit to replace was offered and accepted by the customer.Thank you,Kevin

Hello,  As this purchase is from 2013, we are partnering with the appropriate members of management to review the information. I have requested that the management team reach out to the customer to discuss. 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.All my furniture should be covered under the platinum protection plan. The protection plan is covered for all of my furniture bought from Raymour. Their only covering the sectional table. The cocktail table top is bad. the breakfast table is bad and the mattress is bad. I have back pains because of the  bad mattress and my son is having trouble sleeping on his mattress. (which is suppose to be covered under the platinum protection plan) Before they denied everything and now you guys contact them their trying to only cover partial. Raymour is playing games with me. I really appreciate Revdex.com helping out. Regards,[redacted]

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[redacted]

[redacted],We sincerely apologize for the issues you are having with the mattress, as well as the delay in providing you with a reasonable solution. We would like to forward your situation to the escalation team in your area for further review. The escalation team, which is comprised of customer service...

and operations managers, will be able to look into the problems you are experiencing, and come up with the best possible solution. We will relay your request for a replacement mattress or a refund. We typically have a resolution with 48 hours. Again, we apologize that this situation has occurred, but feel confident that we will be able to assist you going forward. Thank you

Hello, This customer has been offered an exchange. The customer would like a different set. The management team is working with the customer towards a resolution. Thank you,

Hello, There are exclusions to the plan, which include staining or damage that has occured over time. We have made an exception to approve a reselection for some of the items, however not all of the items.

Hello,We have left a message with the customer offering a credit on his mattress. The original mattress would have to be discarded by the customer. Thank you

Good Afternoon, Our regional management team has processed a credit for the customer in the amount of $208.45. This refund is in regards to the customer's concerns with the box spring. At this time, the customer should be all set. If you have any questions or concerns, please let us know....

 Thank You.

Hello,We have looked into the situation and have contacted the customer, they have accepted a 196.75$ credit.Thank you,Kevin

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Address: Oakland, California, United States, 94621

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