Raymour & Flanigan

Leadership has reviewed this customer's complaintWe have been out to this customer's home on separate occasions, addressing her concerns each timeWe replaced her living room set once, in June 2016, and currently have an open, undated exchange in our system for another replacementWe have also offered to exchange the damaged items OR give credit in our store to purchase new items OR accept service with compensationWe feel we have made a good faith effort to resolve this customer's complaintOur recent phone calls and voicemail messages to her have gone unansweredThank you, T.F*

Hello,Per the delivery management,"We inspected the first replacement for the customer the day before delivery as we always do for all of our deliveries. At some point the arm became loose, whether a manufacture defect or what. The team arrived at the home to find that the arm was loose
on this sofa as well. The team called me and I advised that we would have a brand new sofa out to her at her next earliest convenience. I offered the customer a Saturday delivery with a morning time frame so as to avoid wasting anymore of her valuable time. The Mrsagreed and appreciated the thought. When the customers husband came home to learn that the sofa was in fact not delivered due to the same issue he called the Buffalo CSC very irate. In speaking to one of our Customer Care Coordinators he demanded redelivery Thursday 10/after PM, which we honored. At this time he was offered the $GC which he was ok with. On Wednesday the delivery team timed their day for Thursday, I explained to them what had happened to this customer thus far and the delivery team suggested delivering the sofa at 6:30AM so the customer did not have to rush home from work or leave early from work. We finally got in touch with the customer at approximately 2:00PM on Wednesday and the customer said that 6:30AM would work best. The team took the sofa to the customer at the agreed time on Thursday and to the best of my knowledge the customer was completely satisfied."Thank you,

Good evening,Our local management team in the Culver Road area has attempted to reached out to the customer to discuss a solution. We reached out to the account holder and then we were directed to contact the husband and have not been able to contact him. We placed a part order for a seat casing for the customer. If you have any additional questions, please let us know.Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I would like to wait until I have a resolution and see actually results to close the case.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I did speak to one of the customer service managers over the weekend and accepted the offer since it was the best they said they could do for me, and I’m tired of trying to fight with them over thisI am not truly satisfied with the outcome after all I have had to go through, and would not shop at or recommend Raymour and Flanigan to anyone.The customer service is awful!!
Regards,
*** ***

Hello, We have offered the customer a $credit for the issues, which the customer has refusedWe have replaced her nightstand as well. Thank you

HelloWe apologize for the customer's frustrationsWe have offered the customer what we can Thank you

HelloWe had a technician go out to the customer's home to make repairs, while in the home the usb port had burned out againWe have offered a reselect on the sectional, to receive a credit in our showroom The customer has accepted this offer. Thank you

Hello, This customer has spoken with the Store Manager and has the contact information of the Regional Director as wellThank you,

Good afternoon,Our regional management team had reached out and spoken with the customer in regards to the fiance terms and interest rates to help the customer clear up any confusionTo resolve the customer concern, we will be sending out a gift card to the customer and the customer stated to our
regional team that they appreciated the follow up and the gift card.Thank you.

Good afternoon,In regards to the customer's concern with the love seat, as of 11/30/the love seat has been approved for a reselect in our show roomWhat a reselect means, is that the customer will be provided with a credit in the showroom for the cost of the love seat to be used in the
purchasing new furniturePlease let us know if anything else is needed!Thank you!

Hello,We are showing that as of last week the credit was sent to the customers financing account ** ***Customer should be able to contact ** *** directly to confirm. Thank you!

Hello,We regret any difficulty that the customer experienced with the furnitureRaymour & Flanigan feels very confident in our handling/delivery practicesAs a result, we did not feel that we could be the source of this issue There were many conversations and resolutions offered to the
customerUltimately, the furniture was removed from the home and the customer’s money was refundedWe confirmed that this was a satisfactory resolution with the purchaser. Thank you,Kevin

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello,We have contacted the customer to go over the situation and have agreed to extend an exchange on the bedThis has been dated for 11/21/16Thank you!*** ***

Good afternoon,We have partnered with our local management team and extended to the customer the option to reselect their furniture (a credit in the showroom to be used to purchase new furniture, when new furniture is delivered we will be removing the old furniture)During this conversation, the
customer stated that they will be coming into the showroom next week to complete this process.Thank you!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I do not have an infestationThey are saying anything to remove themselves from liability but haven't sent anyone to investigateFour people sleep in that roomOnly when the mattress is on that frame ais anyone bitten
Regards,
*** ***

Good afternoon,Our local management team from our Buffalo service center reached out to the customer to discuss this situation with the customer. We are refunding the customer their money back and that we will be out to fix the customer's furniture. We also will order any additional
parts needed to help resolve the sofa. We will be in contact with the customer on the seat casings. If you have any additional questions about this, please let us know. Thank you!

Hello We have spoken with the customer and offered a credit to go into the showroom to pick something out of equal or greater valueWe have waived the mattress comfort reselection charge and the redelivery feeThe customer has accepted this offer and has already selected a different
mattress that is schedule for delivery Thank you

Hello After reviewing the photos from when our technician was in the home and his report, we are not able to offer a replacement or repairs due to accumulative damagesAny damages need to be reported within to days as disclosed in our Platinum Protection brochure, that is given at
the time of purchaseAs long as the customer caused damages are reported in that time, it is covered, however these damages have developed over time and there fore are notWe do apologize for the frustrations and can offer a refund for the Platinum Protection PlanBy doing so the customer would lose the Platinum Protection Plan. Thank you