Raymour and Flanigan Furniture

Wow, remember the days going into a car dealership and fearing the shadow of a sales rep? Well if not go here and it will all come back. Some old lady literally followed two feet behind us the whole time. Never again

Beware — Horrendous customer service.
You are at there mercy once a sale is made.
Totally unwilling to accommodate your needs. That’s not what you hear during the sale process. Your told everything will be done to accommodate the customer only to find out otherwise later once you have paid.
Rude management… there many more R&F stores to choose from… I highly suggest you go to other stores.

I recently purchased furniture at this store. I wrote a letter detailing my experience as soon as I got home and mailed it the next day. That was just over a week ago. Hopefully I will get some sort of response from them soon. If not, I am prepared to escalate.
The salesperson was great. I actually enjoyed working with him to make my selection. Everything was just fine until we strolled backed to Customer Care or as I like to call it «Customer? Who Cares!»
Some background info: I told my salesperson that I wanted to place the furniture on lay-​a-​way as I have no desire to go into debt for a luxury purchase. He did the initial paperwork on his computer. When he asked for my phone number I automatically gave my cell number. Right after I said it, I told him that the phone and number are new and I wasn’t quite sure I got it right so he should change it to my home number. No problem with that, right? Well… now we’re at the «service» counter where my tale of whoa begins…
While setting up my lay-​a-​way, the «Customer Care» representative was reviewing my contact information. When she got to the phone number, I told her that it should have been changed to my home number. Apparently ** had forgotten to make that change when he was completing the order in the system. She had a very disinterested expression as she worked and when I told her about the phone number change, explaining that I wasn’t sure about the number, she asked «Is it inactive?». Apparently, she wanted to know EXACTLY why I wanted to remove the cell number altogether. I did this because I didn’t want R&F to have any problems contacting me. (Somehow I thought that was important!!)
Why did she feel the need to ask that question? First of all, if it had been «inactive» that question would have proven embarrassing. Instead it just makes me angry! I have the right to give any phone number I choose. She does not have the right to make me feel that I’m not important enough to be treated with respect. I spent $ 2000 in their store that night. That might not impress Miss «Is it inactive» but it’s a lot of money to me!
I’m having 2^nd thoughts about this order. I’m still steaming over it a week later! Actually, I think I’m more annoyed at myself for not reacting to it immediately by tearing up the order form and walking out the store. I was just so stunned by her question that I was speechless for a while. I’m also not too crazy about the fact that the «manager» insisted that I also take their Platinum Protection to make THEM more comfortable with doing a lay-​a-​way on a special order. They really caught me at a weak moment! It was the end of a very long day following an even longer work week (nearly 60 hours).
Never again will I make a purchase like that when my defenses are down!
I will be sure to follow up when Raymour & Flanigan responds. IF they respond.
FOLLOW UP:
After several phone calls I did get my refund. The first call I received was a message from a manager @ corporate (I think). She stated, in a very serious tone. that she wasn’t sure what she could do for me then immediately switched to a very cheery voice and stated that my order would be ready for delivery in about 6 weeks. [Really? That’s exactly what I DIDN’T want to happen.]
I then called the store and left a voice mail for my sales person. He never contacted me but his manager did. He said that the sales person didn’t understand what was going on. He asked what he could do for me. I told him that he could refund my money. He said that can’t do that over the phone and that I would have to come into the store. He assured me that the order would be cancelled and that I could come in whenever it was convenient. I went to the store the next day. The woman at «Customer Care» (not the same one I first dealt with) looked puzzled when I told her why I was there. It seems that my order had not been cancelled! Good thing I didn’t take my time going back to the store. She said she would have to speak to the manager. I was waiting for her to tell me he wasn’t there. I KNEW that he was because someone had heard someone page him for another customer right after I walked in the
door.
After about the 20 minutes I had my refund and my cancelled order slip and left the store… for the last time.

Went in and was introduced immediately and dreaded the sales shadow but she left us alone. Found sectional on second floor and she responded to our questions. Delivery was to our liking and since past customer even better price. Total time in store 45 painless minutes.
Received several calls confirming including driver to call 15 minutes away.
Furniture in place and looks great
Will return!!!