Raymour & Flanigan Complaints Continued... (Page 2)

My Wife and I shopped at your store for the 1st time a few months ago to make a furniture purchase.
We ordered a Chair and couch ottoman, we where told that the furniture was on order, I asked how much should we pay now.
we where told to pay in full... which seemed strange but I paid in full. I was told via email that they can not take my old couch the order will be at the store on 9-25-18 and the salesperson would contact me then to arrange for delivery..
on 9-25-18, my old couch and chair was picked up and donated to charity .... then
1) No call was made by salesperson to me on 9-25-18..
2) I emailed salesperson to inquire about the furniture on 9-26-18
3) late on 9-26-18 Salesperson emails me and claims that the order will not be in until 10-29-18 due to the hardship in North Carolina, OMG well we understand...also in email this salesperson Jacky tells me I would receive into my CC account a $90 credit for the inconvenience..
4) I told the salesperson that we would come back to order something new or if we don't find something we will wait until the end of October
Well here's what happen when we went back to the Raymour & Flanagan Store...in Oakhurst, NJ
We really didn't find another coach that we liked..... though we really wasn't shown much ... then the manager of the store got involved and told us that there was a possibility that the furniture may not arrive on 10-30-18.. we said ok no problem we feel terrible about North and So Carolina
The manager then looked up and said North Carolina ..no this product comes from China ..... Very sad that we where lied to .. so now I just wanted my money back ... since I paid my CC off last month and then charged a big purchase on that card last week .. I figured I would get a check back for the payment I made in full 6-7 weeks ago ... No that I was told is in possibly according to the 4 people at the counter and about 6 sales people ..they would send a notice to my CC company, then I would need to call them and tell them that they must send me a check inspite of the fact that I owe money to the credit card .... me and my wife just left the store without our money back ..without the furniture that we really liked
without anything that they promised included the $90 the sales rep promised... ( which we don't want since it's not our money we where going to denote to the people in need in Carolina...) I figured Mr Goldberg would want to know about this ..Thank You for reading this regards Rich Gaeta

To Whom It May Concern:

7/5/2018
I am deeply upset by my most recent delivery experience after having spent nearly $5000.00 with your company. I purchased a Queen sized, Tempurpedic mattress and box support on 7/5/2018 from the 490 Fulton Street location of Raymour and Flanigan. Like most New Yorkers, I live in an apartment and do not drive. I therefore asked during the time of the purchase for the items to be delivered. I also stated that I would need the old items taken away.

At no point (during the time of trying different mattresses or at the point of sale) was it stated to me that removal of the old items was at the discretion of the delivery personnel.

7/72018
At approximately 2:00pm, the delivery team arrives at my apartment. The first delivery person enters the apartment with one half of the split support. I show him to the room where the bed will be assembled. His first question is “What are you going to do with the old mattress?” My response to him is that I requested removal of old bedding at the time of purchase. He immediately responds that he cannot take the old mattress because of stains. My response to him is that 1) that was never told me and 2) that the mattress was in a zip on, moisture resistant cover that could be removed and that it was the cover that was in fact stained and not the mattress.

Given his reluctance and initial decision not to take the mattress, I immediately called the store location and asked for the sales representative (Coreen Lewin) whom sold me the mattress. She immediately transferred me to a manager, who only gave his first name when asked, of Kevin. I proceeded to explain the situation to the store manager who responds that the removal option is at the discretion of the driver. I’m incensed. I have no way to remove these items and I explicitly stated it was a requirement of me purchasing the items from Raymour and Flanigan.

During my conversation with the manager, he asks if I can remove the mattress cover. As I am walking back to the room to do so, the cover has already been removed. I hand the phone to second delivery person, who talks to the manager briefly and hands the phone back to me. The store manager then states that they should be able to take the mattress.

At this point, I press the store manager about “should”, as I want to have this issue resolved before the delivery personnel leave. He assures me that they will take it. By this time, the new bed has been assembled and the old mattress and box support are just outside of my apartment. The delivery personnel now inform me that they cannot take the box support because it is “destroyed”. Essentially, the rectangle that is the box support with horizontal supports has one of the horizontal support detached on one side. The delivery personnel then ask if I want them to just leave it leaning against the building. To which I reply, No. Why would I want that? I again talk with the store manager about this who simply repeats the destroyed comment of the delivery person. The delivery person then says that they can wrap it in plastic and leave it at the street for trash pickup.

At this point, both delivery people are wrapping the old mattress in plastic and placing it in the box of the new mattress. All of this is done to the old mattress, plastic wrap and boxing, but there is an issue with it being on the truck with other new mattresses as stated by the store manager? Additionally, the delivery personnel wrap the supposed “destroyed” box support in plastic and lean it against the gate. It difficult to believe this was no more than an unwillingness to dispose of the used bedding and an attempt to find any reason, however, trivial to not have to do so.

In summary, the receipt for my purchase of nearly $5000.00 states “Remove old bedding”. Nowhere on any of the documentation I received does it indicate that removal is a discretionary item. Furthermore, I am greatly disappointed at having to deal with surly delivery personnel that were more concerned with not having to dispose of used bedding than providing top notch customer service. Additionally, upon calling the store of purchase for support, I dealt with a store manager who, rather than work to resolve the issue, made excuses. An all in all poor experience for a customer having spent as much as I did on a single purchase and an all-around poor execution of what should have been an easy lift to resolve.