I had purchased a microfiber loveseat from Raymour & Flanigan last summer from my niece who happens to work in their Farmingdale store. Last night, while lying down on the loveseat, I heard a crack, followed by both seat cushions sinking towards the backrest. While I haven't turned the loveseat upside down, it appears that the wooden crosspiece running across the loveseat broke resulting in the cushions that were supported by it to collapse. At shortly after 10:00 AM, I called the Randolph Service Center, telling them what had happened and asking if Raymour would repair the defective and now broken crosspiece free of charge. Since the 12 month warranty expired in July, I was told that I had to incur the repair expense. Having been a former employee, I asked if an accommodation could be made and Raymour fix the defect free of charge. I was told that her supervisor would contact me. Nine and a half hours later, there was no call. Five hours after I called the Randolph Service Center, I both emailed the company and called customer service, only to receive no response. While technically Raymour & Flanigan may be well within their rights, I will put the loveseat on the curb before I pay for gross negligence in craftsmanship. Furthermore, as I stated in my email, I was going to shop at Raymour & Flanigan, as well as their competitors for my mother, who is in need of a dinette set and a sofa and/or loveseat for her new place at an assisted living center as of November 1. It goes without saying that if Raymour and Flanigan refuses to pay for the shoddy workmanship that was sold to me, they are not worthy of my or my family's business. As a former customer service manager who always attempted to have service exceed expectations and to not be penny wise and pound foolish, Raymour & Flanigan failed on both counts.

The best way to counter sacrosanct and unyielding selling policies Is to let these companies understand, in no uncertain terms, that the failure to address consumers needs will result in a loss of business.

We purchased sofa, loveseat, 3 table package back in June 2021 from Taft Furniture. Paid in full at time of purchase. Was told delivery would be 3 weeks. Due to supply chain issues, sofa and loveseat weren't delivered until August 28th 2021 and tables were back ordered again. After several calls over the next few months, were were told delivery would be by the end of January 2022. Feb 1st came along and I called and was informed Raymour and Flanigan was dumb enough to purchase Taft Furniture. We were also informed tables would be delivered within 60 days of taking over, but R&F needed proof that we purchased the tables! Had to actually send R&F a copy of the receipt to prove I paid for tables 6 months prior that haven't been delivered yet! After proving we weren't lying to the most unpleasant R&F representative, we were informed the tables would be delivered within 3 weeks. Tables were delivered two weeks later, but with scratches. Called R&F and was told "WE WILL SEND SOMEONE OUT, BUT IT WILL COST YOU $125.00! I asked if she was kidding, but she said that was their policy! So, R&F's policy is that they can deliver you damaged furniture and expect you to pay to have it fixed! We went to the store in Saratoga Springs and they told us the same thing! Not sure who to take this to, but wanted to warn the public that RAYMOUR AND FLANIGAN WILL NOT HONOR THEIR WARRANTY AND WILL BLAME THE MANUFACTURER FOR ANY DEFECT AND NOT REPAIR WHAT YOU PAID THEM FOR! SHOP ELSEWHERE!
UPDATE: 2/20/22- I asked if I understood correctly, that even though Raymour and Flanigan delivered our furniture and it was scratched, they would not repair it because we had purchased it before they bought out Taft Furniture. I got this response from R&F "management":

"That is correct, If you wanted a service through R&F it would be $125.00 to go out. Unfortunately Raymour did not acquire TAFT's services so we cannot put in a service unless you wanted to pay the $125.00 fee. If you don't want to pay the $125.00 fee, you can reach out to the manufacturer and let them know what happened as you still have the 1yr manufacture warranty through them. I do apologize about the inconvenience this has caused."

Customer Care Manager
121 Ballston Ave
Saratoga Springs
*******990
What a way to run a business! I thought Taft was bad, but R&F seems to be picking up where Taft left off. SHOP SOMEWHERE ELSE!

Waited 3 days for delivery. Then waited 3 full days for the pickup of incorrect merchandise. DO NOT BUY ANYTHING FROM RAYMOUR & FLANIGAN.

After looking around I found a Desmond 2 piece sectional I liked sales rep was a great help until it came time to write up the sale the tag inside the little clear stated 2 piece Desmond sectional which matched the product but the sales lady wrote up a higher priced tag stating the wrong tag was placed in the pouch my wife and I had read the price tag before we decided to purchase it I argued with the rep as she stated someone put the wrong tag in the pouch I asked so why shouldn't the price be honored she replied I have to speak with management I waited and she returned to say the manager is busy right know but probably won't changed the price I left the store angry and couldn't believe what had just taken place #raymourandflanaganareboththieves