Raymour & Flanigan - Metropolitan Avenue Reviews 

The manager who assisted us was polite and knowledgable.I also noticed that all personal were well dressed.

I am writing this review to warn other customers about the experience my daughter and I had at the Raymond & Flanigan store located at 66-26 Metropolitan Ave #730, Middle Village, NY 11379, with salesperson Auvi Rahman.

We went to the store looking for a mattress because my daughter has serious back issues. Before making any decision, I repeatedly emphasized to Mr. Rahman that the most important thing was finding a mattress that would support her back and that, if it didn’t work for her, we needed to be able to exchange it.

Throughout our conversation, he repeatedly assured us that exchanging the mattress would not be a problem. He told us we simply needed to sleep on it for a while and that we would have up to three months to exchange it if it wasn’t the right fit. He even tried to reassure us by telling us that several members of his family were doctors and that, based on what he had learned from them, he knew exactly what kind of mattress my daughter needed.

Based on his recommendations and assurances, we purchased a mattress that cost approximately $3,400. The purchase was made on February 2, 2026, and it was delivered on March 7, 2026.

When it was time to sign the paperwork, Mr. Rahman simply pointed to where I needed to initial and sign. He also offered us an $80 mattress protection plan. When we asked what it covered, he said it protected against things like stains, minor damage, and scratches. Since those benefits were not important to us, we declined the protection plan.

What he never told us—and what I believe was critical information—was that declining the protection plan would also eliminate our ability to exchange the mattress. Considering how many times I had specifically asked about exchanging it if it didn’t work for my daughter’s back, this was information he should have clearly disclosed. Had we known that, we would have made a different decision.

On March 13, my daughter called the store because the mattress was causing her severe discomfort and she wanted to exchange it. She was immediately told that an exchange was impossible because we had not purchased the protection plan.

She then called Mr. Rahman directly. He told her he would speak with a manager and call her back. He never did.

On July 2, we went back to the store in person. Instead of listening to our concerns, Mr. Rahman was rude, raised his voice, and repeatedly interrupted us. He also claimed he had returned my daughter’s call and left a voicemail. That statement is false, and we have our phone records showing that no such call or voicemail was ever received.

We then spoke with the store manager, Evelyn, who told us there was nothing she could do because we had signed declining the protection plan. She also insisted that her salesperson had fully explained the terms, which is simply not true. The one condition we repeatedly asked about—the ability to exchange the mattress if it wasn’t suitable—was never explained as being dependent on purchasing the protection plan.

Before we left, Evelyn said she would email the regional manager to see if an exception could be made. Five minutes after we left the store, she called and asked us to come back. Naturally, we thought she had found a solution. Instead, when we returned, she only showed us the paperwork with my initials declining the protection plan—something she could have told us over the phone. She gave us false hope for no reason.

Later that day, Evelyn called again to say that the regional manager would allow an exchange only if we paid a 20% restocking fee ($639)and also purchased the protection plan.

To make matters even worse, the mattress that we purchased for approximately $3,400 from the store has a resale value of only about $1,000 if we try to sell it ourselves. We have been left with a mattress that my daughter cannot sleep on and that has lost the majority of its value.

After spending thousands of dollars, we expected honesty, transparency, and respect. Instead, we feel that important information was withheld during the sales process, our concerns were dismissed, and we were treated disrespectfully when we tried to resolve the issue.

I hope management takes this complaint seriously and that future customers make sure every promise made by a salesperson is clearly written into the contract before signing anything.

The website was extremely easy to use

In store customer service is always great. Empathetic and professional.

Customers service

The store has a great selection. The salesman who worked with me, Jack, wasn’t pushy and didn’t make me feel like I had to buy a million extra things.

Purchased a dining set on 2/16/26. Table is uneven on one side where it meets in the middle. Called many times and was told wait an hour and you’ll get a link to make appointment. Never got one. Called today and I was told there’s a number to call. Wanting to know why wasn’t I told this before I got attitude from a person that wouldn’t give me his name because I was upset. Told him about how I was supposed to get a code to make appointment, he said he doesn’t know what I’m talking about. Yes 3 weeks already. I ask to speak to a supervisor he said there isn’t one. Told the person I want to make arrangements to have the table picked up he hung up on me. Called back, I was put on a long hold that no one picked up. Called back, once again I was told to wait for a link and it’s been over an hour and I haven’t received anything yet. Whatever is done on their end is not going thru or maybe they just say things to get a customer of their back. Discussing and disrespectful. Hire people that know the process and cater to customer needs. Things always go wrong with furniture and they are not cheap. Wish I had gone elsewhere.

The service department is horrible. I paid for a warranty for my sofa and chair. In the warranty it clearly states that we cannot spot clean. Otherwise the warranty is null and void. Well getting someone to answer the phone at the servicer center is a joke. No one has ever answered the phone in all the months I've attempted to call. Emails get answered every 3-4 weeks. I send the photos requested of me and then we are back at square 1 with no response. I purchased an area rug from them recently (November). Thr delivery person sliced the rug while removing the plastic covering. They sent a technician for that. The tech told me 1 he would notnbe removing his shoes to enter my home and 2 he would not be using the plastic shoe covers I offered. When he came in, he told me that in all his years of being a raymore in flanagan service technician.He has never dealt with a rug and he was not going to start that day either. He said he would deal with the stain on the couch. To which I can tell you, he did not take care of properly.Because the stain is still there in all its glory. That was november twenty second, ray moore, flanagan finally said they'd send a different technician to deal with the stain on my couch. Yesterday February thirteen. When you look at the notice about your service, it shows you a picture of the technician and it happens to be the same person. Needless to say the Raymore Flanagan technician was a no call, no show Yesterday.

Carolina was very knowledgeable and helpful with my purchase. When unsure of pricing she reached out to Kelvin the store manager and he came on the floor to assist. Both sales representatives were very professional and helpful.

My sales associates was very knowledgeable about each product I inquired about

Excellent service and the sale person was very experienced and professional. I like the fact that he took the time to help my father find what he was looking for and the patience to deal with my father was amazing.

The representative Auvi Rahman was super helpful and listened to what our needs were and managed to provide us a sectional at a great price!

Great experience with the sales person. He was very helpful and knowledgeable.

Rabet, in your NY Metropolitan Ave office, went above and beyond in making certain I was a satisfied customer and assisting in the purchasing process. R&F is very fortunate to have such an asset as Rabet in your employ. For anyone going in to this location to purchase, I highly recommend working with Rabet, you won’t be disappointed.

Salesperson was honest and did not try to up sell me.

We were greeted by Mr Rahman and he directed us to the sofa I asked for. No pressure, I purchased. My husband looked at another set and I agreed it was better. Mr Rahman had no problem making the change. He was very friendly and knowledgeable about the products.

The furniture representative (Kay) was VERY patient, informative, and personable.

Sales person seemed very efficient and knowledgeable and friendly

After 8 days don't confirm the date to pick the item up.

The staff was very friendly and accomodating,did not try to pressure me and was knowledgeable about the furniture.