Raymour & Flanigan Furniture and Mattress Store

Reviews

• SE

  Susan Elizabeth

  2 days ago
  5.0
  We were greeted by Tim. He introduced himself and headed us in the correct direction. He told us not to hesitate to ask any questions we might have. He stayed in the vicinity but left us to explore on our own. At one point he circled back and politely offered us water. We had a youngster in tow so we very much appreciated that he gave us space. Tim was always available but otherwise engaged. He was NOT lurking about, which was respectful and professional. He met with us before we left and gave us his card. We admired his courtesy and kindness. After we left the store, we texted him with additional questions. His response was immediate and thorough. No pressure, no sales pitch. Ten days later, we had made some decisions. We texted Tim to see if he could assist us in placing an order. We could have easily just placed our order online, but we wanted Tim to be recognized for his thoughtful salesmanship. He responded immediately and guided us through the process. He wrote up the “ticket” and gave us his best prices. Tim’s assistance was clear and concise. He gave us access to the secure portal for payment and our transaction was completed. Kudos to Tim, he was an exemplary salesman. He understood the balance of how to be most helpful. We would recommend anyone to ask for Tim R. at the Raymour and Flanigan showroom in West Springfield, MA. Thank you Tim for a wonderful experience.
• CC

  Chance

  3 days ago
  1.0
  I went shopping for sectionals, but didn't see anything I liked. The salesperson was friendly enough, so we still took his card. Later, after browsing online, my fiancé found a kitchen rack she liked and wanted to purchase. I urged her to call instead of placing our order online, to ensure the salesperson would get credit. It only got worse from there. Salesperson #1 passed us off onto Salesperson #2 to process our order and provide our address, but then we had to make our payment online separately. We still picked our delivery date of Wednesday (we only had Wednesday or Friday to choose from for our area). Easy enough. I paid online and my card was charged, but I never received a receipt. I tried to call again to correct this, but the office person was not friendly and insisted a salesperson needs to help, and transferred us again to salesperson #1. Salesperson #1 said that salesperson #2 needs to help us since they were the ones that processed our order and would call us back. We wait and wait and wait. No call. We called again, but this time they were able to add on our email and send us a receipt. Wait and wait. Still nothing. Call a third time, only to learn that the office person typed our email incorrectly. They never repeated it back to us, honest mistake I suppose. We finally get the receipt, only to see our address was incorrect despite saying it out loud repeatedly and spelling it out. It took 2 more calls to have this corrected. The cherry on top was prepping for our delivery today that we thought was for tomorrow, only to see it is scheduled for Saturday 9/5 instead. I have no idea how this happened, considering Saturday was not even an option presented to us. From start to finish, this transaction was made more difficult and error prone simply from involving a salesperson. There's no reason 5 phone calls should be required to place such a simple order. If I shopped online instead: 1. I would have spelled my own address correctly 2. I would have entered my own email correctly 3. I would have correctly picked the delivery date of my choosing Working with a salesperson here dramatically made my experience worse. The problem here isn't the furniture quality or the price, but clearly the unwillingness to follow through and get even the simplest things right. Shop online.
• BM

  Ben Monat

  6 days ago
  5.0
  Was looking for a sectional couch and needed something that accommodated lumbar support, power headrest, among a whole bunch of laundry list needs. At first, I wasn't sure what to think of going into such a large showroom. But when we arrived at 10 am on a Friday, Ray immediately greeted us, asked questions about what we were looking for, and balanced letting us see the showroom individually, while sharing options for us based on our needs. It was very much "really try out the furniture so you have an understanding of it". That was an hour and a half of time that he spent with us until we had movie tickets right across the way. We left saying that we would go to the movie and come back and learn more. Right when we came back, Ray greeted us. Before reconnecting with him, we spent individually a half hour trying to figure out exactly what would work. We were deciding between a few sets. When we met up with Ray, he did a great job of learning more about our needs, listening to our likes and dislikes, and took the information to make a good recommendation for what would satisfy both of our needs. We ended up a sectional we are very pleased with, and Ray easily spent a total of five hours with us across the two visits. When he was called away due to other customers specifically asking for him for short amounts of time, he made us feel like we were the only people he was working with. He also worked with us on financing and made sure that our needs were reflected in the paperwork. I was impressed by the inventory there, and figured that's what I would see there. But this personal touch - as there are many factors that go into buying an essential piece of furniture for the home - really brought the experience home, and is why I am happily giving five stars.
• MJ

  Mark Jamison

  Aug 17, 2026
  5.0
  I went to Raymour & Flanigan in West Springfield MA to purchase a recliner for my living room. I was greeted by Peter A. and he asked me what I was looking for and what I wanted it for and proceeded to assist me in my journey. We were joined by Eliza B. who was training and provided just as much feedback and options as Peter. They helped me find the perfect chair and walked me through the ordering process. The whole transaction was seamless and fast and I was very pleased. We are set for delivery in two days.
• KR

  Kerri Ralph

  Aug 11, 2026
  1.0
  *Edited 9/2/26: I had contacted the team earlier this year. Through email pictures they told me it was wear and tear. I specifically questioned the tearing around the pillows, and again how we were sold on more durable fabric and we were not pleased with that being considered wear and tear for a couch only 4 years old. We do not have kids, only 1 of our cats even comes into the livingroom and sits on our lap, and we have a small dog that uses a ramp to get on/off the couch, so there isn't excessive jumping or scratching of the furniture. I was told that a tech would be out to view and will also make adjustments to the cushions to help with the sagging. The tech that came out spend all of 5-10 minutes in my house, took a few pictures but did not touch or fluff, or do anything with the cushions. I had not heard back from them, and that is why I left my review. Per your response I reached back out, was told I would hear back but haven't. So, I followed up on my original email ticket and the customer rep doubled down on wear and tear, stated that the tech also said wear and tear... which is interesting again cause the tech barely even touched my couches, let alone spent any time looking at them. I am still beyond frustrated that I was scammed on spending more money on the more "durable" fabric as well as the protection plan that they do not honor since they will try to blanket problems under "wear and tear" which isnt covered. So standing behind my previous review that if this is considered normal wear and tear, then the price of the furniture is NOT worth it since there is clearly a quality issue. * I purchased a sectional from Raymour 4 years ago and its pilling and sagging, no matter how much we flip and fluff the cushions/pillows, and the seams around the pillows are tearing. The protection plan is a scam as they are considering this normal wear and tear. I spent extra on a more "durable fabric" per the salesman recommendation as they asked about animals and such. So $4,000 on a 4 year old couch, I could have bought a new one each year from Bobs or Costco, or even a bargain store, and been better off than this. If that is normal wear and tear on a 4 year old couch, all that does is make me realize purchasing furniture from this store is absolutely not worth the cost. I had an Ashley set from a discount store that was over 10 years old and did not have any tearing/pilling, and that was after moving 5 times, sitting in storage and then having 4 kittens and a puppy using it.

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