Raymour and Flanigan Furniture - Latham

I think that the sales people were a bit pushy but we really like the furniture. I wasn't too impressed with the sales people but the furniture is great.

I had purchased a mattress and box spring three and a half months ago. The box spring developed a rip underneath and the support bar that went across the bottom of the box spring got shaved off by the cross bar on the bed frame. I called them to come and look at it, replace it or refund my money. I was told to come into the store and pick out a new set. When I went into the store I had to speak with the sales person that sold it to me. We took pictures of the damage and showed it to her, when she saw the pictures she started to suggest that there was a defect in the way the bed frame was constructed. She said she would have to check with her superiors to see for a refund or a replacement. She brought some gentlemen over and they looked at the computer to determine how much we paid for it. Then she brought the store manager over who told me they would have to have an investigator come, take pictures, submit those and that report will go back to the head office. They said we would hear from them about their decision whether to refund the money or not. We were told not to worry about it because it sounded like a valid complain and they certainly would scam by on their merchandise. They said it would be replaced without any problem. At the time we were in the store we were shown a sample of a box spring with a metal cross bar and when we reordered the box spring I asked for the same box spring with the metal cross bar. We received three deliveries after that and each one had wood cross across the bottom and no metal cross bars. I went back and forth numerous times, made numerous calls and had all sorts of lies told to me about the fact that it was replaced. They also told me that it was no longer available and that it is not as good as it looks. We should have never been shown that model because it had been removed from stock many months ago. The one we had was strong enough, we had words like substitute, replacement, out of stock, unavailable and so on but they never came the box spring mental we had requested. The last deliver they came and dropped the box spring off. I was guaranteed that they will be bring me the right one but they came they dropped it on the ground on the driveway. When we brought to my door it was not the right one so I sent it back and when they left piece of wood from the frame had fallen onto my deck. After they left we had another conversation and later on they assured me that they would replace it with a strong box spring and that it will not have the mental bar because it was no longer available. At that point they had warned me down so far and I've gone back and forth so many times but they changed their story up, down and sideways. They told me one thing and when the manager or the sales person would call me they would tell me something different. I never got straight answers or a reasonable explanation for anything. The windup is they are delivering a box spring and its not the one we were shown in the store but I'm just worn down with this whole scenario. I'm sure to taking them to court with a lawyer where they would clearly get away with their story because they are offering to replace the box spring. That's the logic, reasoning and the way that they would get around the whole suite. So we are just going to take the one they are sending me and that's going to be the end of it but as far as dealing with them in the future, I will never a foot into their store again and certainly will tell everyone I know about the experience I had with them. My biggest argument with them was the sales manager himself stood right in front of me and lied about the investigation. He all along tried to imply that the bed frame was the problem. I told him that the frame was the same one we have had for fifty four years. The last box spring was taken out after twelve years of using it but there was not a rip, tear or a stain on it. It was placed on the same bed frame that this one was on so after three months use I just didn't see that this was not what I should be expecting from merchandise.

WE'D BOUGHT THE FURNITURE FROM THEM THREE YEARS AGO AND THEY DID THE WORK FOR FREE. I LIKE THE FACT THAT WHEN I CALL, THEY MAKE AN APPOINTMENT RIGHT AWAY. THEY HAD CALLED US TWO OR THREE TIMES TO FIGURE OUT IF THE WORK WAS COVERED, AND IT WAS. THEY HAD NO TROUBLE FINDING MY HOUSE. THEY DID THE WORK RIGHT AT MY HOUSE. I LIKE THE WAY THEY STAND BEHIND THEIR PRODUCT.