ComplaintsforRoyal Furniture Company

• Initial Complaint

  10/28/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I pd ****** to place down on some furniture to be delivered to my home. The salesperson assured me that the warehouse had 1 of the furniture I wanted left. Everything was good until she called me late on Thursday to say the warehouse furniture was damaged. She wanted to know if I would like to pick something out, and she was going to try to come up with something regarding me getting the white leather. The salesperson stated that her manager told all the salespeople only to sell the furniture if they had 5 in stock. Remember, she told me they had one left. So they tried to upsell me by wanting me to purchase something more expensive than the one I wanted for less than ******. They were so unprofessional, advertising furniture that was never in stock from the beginning false advertisements, and insisting they had helped me with their unclean hands doing business in the community. It would be best if you closed down treating people that way Something has to be done about their business practices and fraudulent characteristics

  Business response

  10/29/2024

  Hello, *** ****, 

  Thank you for reaching out to us regarding your refunded purchase. 

  Unfortunately, we are not able to guarantee merchandise availability. We have already began the process of issuing a refund in regard to the pieces that are no longer available. We do apologize for any inconvenience this may have caused you. 

  Warm Regards, Royal Furniture

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am reaching out to urgently address errors on my credit report due to the unauthorized release of my personal information to credit bureaus, which has caused me significant financial and emotional distress.Under 15 USC 1681 Section 602, I have the right to financial privacy, and I expect that my information will be handled with the utmost confidentiality.Furthermore, 15 USC 1681 Section 604(a)(2) specifies that a consumer reporting agency cannot disclose account information without my explicit consent, which I have not provided.The inaccuracies linked to ROYAL FURN have negatively impacted my financial situation, and I demand immediate correction.Additionally, 15 USC 1666(b) prohibits creditors from marking credit card payments as late under certain conditions.Please find my account details below for your reference: Account Number: *********I request a thorough review and prompt resolution of these discrepancies in strict compliance with federal laws.If these issues are not addressed promptly, I may be forced to pursue legal action. I appreciate your swift attention to this matter.Sincerely,Jeffrel ********

  Business response

  10/15/2024

  Thank you for rating Royal Furniture.

  We appreciate your feedback and welcome any suggestions to improve our service. Our team will investigate your complaint, and we will ensure your issue is addressed promptly. We look forward to serving you. Please contact us by emailing ************************************************************** as we may need more information to resolve this issue.  We are here to help as best as we can.

  Kind Regards, Royal Furniture

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My issue is in regards to a delivery on a replacement that is damaged and was determined by their warranty inspector not due to me on a mattress . I originally paid for delivery initially and they didnt deliver the mattress and when it was brought to the sales **** attention he brought it himself months later the mattress sunk in and I filed a warranty claim and was told it could be exchanged but I have to personally exchange it at the warehouse, which is unfair because I paid for all of the furniture in full( no financing), paid delivery charge and paid for a warranty, now the salesman ***** ****** informed me today after talking with him for months regarding this and waiting on a return call per *****, only to have to keep calling myself. Talked with him today and he is just now telling me theres nothing he can do about this . As a customer who paid for delivery initially I shouldnt have to return a mattress to a warehouse as if its a small item that can just easily be put in my car and returned since I paid for delivery

  Business response

  10/25/2024

  Hello, *** *********, 

  Thank you for reaching out to us regarding your exchange. 

  We were able to verify that the damaged foundation was originally picked up from our warehouse. Normally, with a will call exchange that is covered under the warranty and eligible for exchange or reselection, the customer is responsible for transporting the damaged merchandise back to their ********* pickup location and obtaining their new merchandise. 

  We do appreciate your business and will allow this item to be delivered to you as a courtesy. Please be advised, moving forward that will call exchanges are to be completed by the customer. Your exchange is scheduled to take place on 10/30/24.

  Warm Regards, Royal Furniture

  Customer response

  10/28/2024

  Royal states that the mattress was picked up originally from the warehouse which is true it was picked up by their salesman because the delivery drivers did not have it with the delivery as stated before I paid for delivery originally and it wasnt my fault if the item was not delivered with the other items . *********** the salesman) picked up and brought it only because Royal delivery guys did NOT.

  Customer response

  11/04/2024

   
  

  From the CONSUMER:

  Sent 10/28/2024 4:34:13 PM

  Royal states that the mattress was picked up originally from the warehouse which is true it was picked up by their salesman because the delivery drivers did not have it with the delivery as stated before I paid for delivery originally and it wasnt my fault if the item was not delivered with the other items . *********** the salesman) picked up and brought it only because Royal delivery guys did NOT.

  Business response

  11/04/2024

  This complaint has been resolved. The exchange was completed and delivered to the customer. 

   

• Initial Complaint

  08/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought 1 sofa and 2 loveseat from the royal Furniture store in ************, they lied to me about the material is leather?!

  Business response

  08/19/2024

  We appreciate your feedback Mr. ****************** were able to review the photos that youve forwarded to us, as well as your order. We only offer a 1-year manufacturers warranty to our customers. Since your purchase was completed in November of 2018, this warranty has expired. Unfortunately, no extended warranty coverage was purchased. This would mean that we would not be able to offer any repairs or replacements of these pieces. 

  We do regret to hear that you feel you may have been mislead. However, the collection that was purchased in 2018 was not genuine leather and was not advertised to be such at that time.

  Kind Regards, Royal Furniture

• Initial Complaint

  05/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a set of mattresses from Royal furniture a couple of years ago and I have had to file a warranty claim on them four times since I purchased them, because they are sinking in where we lay. They replaced them 3 times due to this problem. This last time the mattress is the same way they were when they replaced them but they have denied my claim twice saying they dont meet the required (1 1/2 inches) depression or dip. When I measured the dip it was 2 inches. But they said it wasnt the required 1 1/2 inches. At this point I feel like they are just tired of dealing with me filing claims and are denying me because they have replaced them 3 times already. But I feel that they should honor the warranty because they sold me a defective product. I tried to get a refund on the first claim and was told that they dont give refunds. I was also told that I could pick different mattress but I would lose the value being that the mattress I purchased was the highest priced ones. If I get the cheaper mattress then I would lose the difference. So I kept getting the same ones. Now Im stuck paying for a mattress that has me sleeping in a hole. My back has been hurting and they are saying theres nothing they can do.

  Business response

  06/07/2024

  Hello, ****************, 

  Thank you for reaching out to us regarding your mattress warranty. 

  We did indeed dispatch a technician to perform an inspection on your mattress. Unfortunately, it did not meet the requirements for a defect at this time. If a defect was present, we would be happy to exchange the mattress for you as we have done in the past. 

  As previously advised, we would be happy to send a technician out to re-inspect after 90 days.

  Warm Regards, Royal Furniture

  Customer response

  06/07/2024

   
  Complaint: 21752818
  
  I am rejecting this response because: the mattress has a clear hump in the center and slumps in the places we lay in. I am having back pain because of this. The technician said it was clearly a defective product and when he measured it it was more than 1.5 inches . Then when royal responded it all of a sudden did not meet the requirements. I dont feel there was a thorough enough inspection done to determine that the mattress is defective.
  
  Sincerely,
  
  *************************

  Customer response

  11/06/2024

   
  

  I purchased a set of mattress and have had to do 4 claims because of sink holes where we lay. They have replaced them 3 times. But now Im having a hard time getting them to respond to my voicemail. They never answer my calls, its always voicemail. I have had these mattress inspection three and a half weeks ago. Yet I havent heard anything back about my claim. It is unprofessional, and unacceptable. I would have chosen another brand of mattress except the one I have was at the time the most expensive mattress and I was told that if I chose a different mattress, I would lose the difference in price. So, I kept picking the same ones hoping I would get one that wouldnt be defective. I would like to speak to someone about my claim without going through a month of phone calls and voicemails.

  
  

  Customer response

  11/06/2024

   
  

  I purchased a set of mattress and have had to do 4 claims because of sink holes where we lay. They have replaced them 3 times. But now Im having a hard time getting them to respond to my voicemail. They never answer my calls, its always voicemail. I have had these mattress inspection three and a half weeks ago. Yet I havent heard anything back about my claim. It is unprofessional, and unacceptable. I would have chosen another brand of mattress except the one I have was at the time the most expensive mattress and I was told that if I chose a different mattress, I would lose the difference in price. So, I kept picking the same ones hoping I would get one that wouldnt be defective. I would like to speak to someone about my claim without going through a month of phone calls and voicemails.

  
  

  Business response

  11/06/2024

  Hello, 

  This issue has already been resolved. The customer is scheduled to receive a final replacement mattress.

  Kind Regards, Royal Furniture

  Customer response

  11/06/2024

   
  Complaint: 21752818
  
  I am rejecting this response because: it is saying that they sent me a final replacement.  How can it be a final replacement when I have a ten year manufacturer warranty? Its not my fault that they sold me a defective product. I payed $2,000 for this mattress and deserve to be able to get a good nights sleep with the worry of back pain because of it slumping in. Also I payed more for the replacement so I dont have to deal with the same type of mattress. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On April 4, 2024 I purchased a bedroom set from Royal Furniture online. I received an email from ***************************** stating my furniture would be delivered on Saturday, April 13th. The furniture was delivered and the moving pads were removed from my furniture. The bed was assembled and the men left. I was concerned that the men had no instructions on how to assemble the bed properly and did "trial and error" until they were able to figure it out. Without letting me inspect my furniture, they took photos and left. Over the weekend, my son and I moved his furniture into the correct location (using moving discs as the furniture sits on top of plush carpet.) When moving the chest of drawers we noticed that the front right corner was chipped/split and the right rear corner is mildewed. I took photos and sent them to ***************************** on April 15th with no response. On April 22nd I received a response back from ******************************* stating that the delivery driver photos showed no evidence of damage. I responded back the same day explaining that it was not possible to notice the damage as the plush carpet masked it. By April 26th, I had not received a response back from Royal so I emailed them again. They responded with "we are trying to understand how this damage occurred, as the merchandise was not delivered in this condition as shown in the delivery photo below." I responded back the same day with, "The damage is masked bc of the furniture being masked in the plush carpet. I want the chest of drawers replaced. Period." I did not hear from them. On April 30th I emailed them, "AND, If you look closely at the bottom you can see the wood is slightly warped where the damage isthere is mildew on the back left corner and the left front corner is split. Please let me know when I can expect a replacement delivered." I have not received a response. I have also called and left three voicemails. I just want my chest of drawers replaced AND my delivery refunded.

  Business response

  05/07/2024

  Hello, ******, 

  Thank you for reaching out regarding your purchase. 

  As stated in your complaint, the damages were not present at the time of delivery (as shown in attached photo). The damages present occurred after the delivery was complete. 

  Due to this, your request for replacement has been denied under the manufacturer's warranty, as it does not cover accidental damages. If you have purchased an extended warranty, you may be able to file a claim with them for accidental damages. 

  Warm Regards, Royal Furniture

   

  Customer response

  05/07/2024

   
  Complaint: 21678872
  
  I am rejecting this response because:
  
  I was not allowed to inspect the furniture prior to the delivery drivers leaving. Mildew on the furniture was present when it was delivered. The delivery guy took the furniture blanket off after he set it down on the carpet.

  Sincerely,
  
  ***********************

  Customer response

  05/08/2024

  I contacted Royal Furniture within 3 business days regarding the damage to the furniture that was delivered and have the documentation to prove it. Per their online delivery and damage policy, I am allowed to make a claimed regarding damaged furniture within three business days given appropriate documentation without the need for extended warranty. This is not a manufacturer damage incident. This is damage caused by improper storagemildew. I would like this furniture replaced.

  Customer response

  05/08/2024

  I contacted Royal Furniture within 3 business days regarding the damage to the furniture that was delivered and have the documentation to prove it. Per their online delivery and damage policy, I am allowed to make a claimed regarding damaged furniture within three business days given appropriate documentation without the need for extended warranty. This is not a manufacturer damage incident. This is damage caused by improper storagemildew. I would like this furniture replaced.

  Business response

  05/27/2024

  Hello, **************,

  Thank you for reaching out to us regarding your purchase. 

  As previously stated, the damages shown on the merchandise were not present at the time of delivery (as shown in the attached photo). From the photos that you have provided, it has been determined that this damage is not due to a factory defect when it occurred.  

  Due to this, we are not able to offer any replacement under the manufacturer's warranty. 

  Kind Regards, Royal Furniture

  Customer response

  05/28/2024

   
  Complaint: 21678872
  
  I am rejecting this response because: According to Royal Furniture's Delivery Policies for Damages "In the rare event that damages are realized after the delivery teams departure, the damage must be reported to Royal Furniture Customer Care ************ or ************************************************************** within 3 business days." 

  I adhered to this policy AND provided photos of such. The delivery guys did NOT take photos of the bottom of the furniture, therefore, it is impossible for Royal Furniture to state that it was delivered "damage free." I would like the chest of drawers replaced and delivered free of charge.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  05/03/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I ordered a sofa from Royal Furniture online, for a total cost of $932.85 including tax and delivery. The sofa was delivered on a Saturday and after the delivery team had left and I had sat on it I found it to be damaged. It took 5 days to get a response but they eventually picked it up the following weekend and refunded the cost of the sofa, but not the delivery fee of $199.99.I do not understand why I have to pay the delivery fee for a piece of furniture that was damaged. This is the fault of the Company.

  Business response

  05/06/2024

  Hello, 

  Thank you for reaching out to us regarding your purchase. 

  The refund was issued for the total amount of the sofa delivered plus tax. Delivery charges, after delivery was attempted or completed, are non-refundable. For information on our policies, please visit ********************************************************************************************************************************************* 20% restocking fee was waved.

  Warm Regards,

  Royal Furniture

  Customer response

  05/06/2024

   
  Complaint: 21663463
  
  I am rejecting this response because this item was not returned because I changed my mind, it was returned because Royal Furniture shipped me a damaged piece of furniture. This is the fault of the Company and I cannot understand how it is my responsibility to cover delivery charges for faulty merchandise. 

  
  Sincerely,
  
  ********************************************

  Business response

  05/14/2024

  Hi, Victoria, 

  Thank you for your response. 

  We do understand your frustration regarding this situation. However, our policy is quite clear in this regard.

  Please consider this to be our final determination on this matter.

  Kind Regards, Royal Furniture

   

   

  Customer response

  05/15/2024

   
  Complaint: 21663463
  
  I am rejecting this response because clearly this business is in the wrong and from reading other reviews from customers it makes its money by taking advantage of people. Royal Furniture effectively charged me $200 to ship me a damaged sofa and then pick it up. I appreciate they are not going to refund me this money. However I can do my best to ensure no one else has to deal with their shady business practices. 
  
  Sincerely,
  
  ********************************************

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased this bedroom suit in November of 2023 it is coming apart and I don't think it's fair for me to have to pay for a bed that is broken all I want is for the bed to be replace.

  Business response

  05/31/2024

  Hello, 

  Thank you for reaching out to us regarding your purchase. 

  The merchandise that was purchased has a 1-year manufacturer's warranty. This warranty covers what the vendor considers to be a defect in workmanship. The damages that have been shown to us are not due to a defect, they are due to the way the merchandise has been used. Due to this, we will not be able to offer any replacements at this time.

  Warm Regards, Royal Furniture

• Initial Complaint

  04/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: 3/18/24 No: ***** I have dealt with nothing but problems when it comes to giving Royal my business. Its been going downhill since making my first purchase. The first time my furniture came out with noticeable defects. There were literally white stains on the seating area. Also I hear nothing but consistent noises when pushing the button to recline. Also the threading was sticking out and unraveling with stains on the sides. I had to go back to the store to let the person that sold me the furniture know what was happening. She asking me why I didnt tell them to take it back. Shes worried about what I shouldve done instead of what the delivery people shouldve seen and decide this not presentable to deliver. I also asked to speak to a manager. He informed me that it would be handled. They put the same rude person on the job that took the picture and claim nothing as wrong with the furniture. I get a phone call at 9:10 am from ****** asking me whats wrong with the furniture. Demanding that I tell him. I explain that it should be all in the paperwork. That he took a picture of the furniture that shows its defective. He tells me theres nothing wrong with the furniture. Why would a delivery driver have the audacity to argue with me about something that is clearly there. He shouldve just picked up the furniture and dropped off the new furniture. The second set of drivers wasnt any better. Part of the furniture was once again out of the box with no plastic just sitting in the truck. It looked like they didnt replace part of the seating. He mixed the old with the new. You got one driver taking my door apart without my consent. Then he leaves the other driver to put the living room set together. I realized it was wobbly and poorly put together but it was only one person doing real work. This one man job lead to hours until he finished and it still was thrown together. I had to go back to the store once again to let the person who placed my order know what was going on. I walked in the door and she just sitting on the couch, acting like she didnt want to be bothered with me. She acted like she really didnt know anything once she got me to purchase something. So I asked to speak to the manager yet again. He say hes going to send someone thats really going to fix the problem. The next pair of drivers come all the way from *******. Yet here I am once again with the problem not fixed! Dealing with Royal has forced me to return my purchase. There have been several instances where my furniture has been worked on. Yet still the job has not been satisfying. Ive given multiple chances for someone to fix the problem. Im either met with continuous disrespect or someone acting like its never happen before. I spoken to the manager again and he said this never happened with this set of furniture before, but the last driver said they have problems with all the furniture. The only options the manager gave was try to get somebody else to come out, buy something else or get my money back. He brushed me off like he really didnt want to be bothered with it. Theres nothing in that store thats for the same price. If the set I was looking at was the same price then maybe I wouldve tried for the fourth time. The furniture that was sold to me isnt in the store anymore. I wonder why?! At this point three strikes youre out. It shouldnt take three or more times, having random people coming in and out my house, doing whatever they want to do, just to fix something that has never been fixed. I really wanted to do business with royal but the continuous letdown has forced my hand. The final pick up people came an hour after the delivery time. The guy stepping all on my shoes with no remorse. When people continue to disrespect me, my home, and damage my things for no reason that becomes a major problem.

  Business response

  04/09/2024

  Hello, ********************, 

  Thank you for sharing your feedback with us.

  We do apologize and regret to hear that you have had an unpleasant experience with us. We will be sure to share this information with our management teams so that we may continue to grow and improve. We do hope for the opportunity to earn your support in the future.

  Warm Regards, Royal Furniture

   

  Customer response

  04/12/2024

   
  Complaint: 21542418
  
  I am rejecting this response because:
  Also you should share with your management team to expect to hear from my lawyer. Ive gathered all the information I need. This will be to inform Royal about the negligence, damages, and careless mistakes regarding my property. While yall are growing and improving, I shouldve had to deal with the aftermath of this company failures. Royal will never receive any support for bad behavior and the unwillingness to fully acknowledge and handle issues that occurred at the hands of your workers. 
  
  Sincerely,
  
  ***********************

  Business response

  04/12/2024

  Hello, 

  Thank you for your response. 

  We appreciate your feedback. We also wish you well in the future.

  Regards, Royal Furniture

   

• Initial Complaint

  02/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  purchased a recliner and it was delivered on a saturday by 2 guys who were very intimidating towards my wife and myself. they brought us part of the chair and refused to discuss the where abouts of the other part saying we had to talk with sales person. we spoke with *****,on Saturday and then again on Tuesday. Saturday she was nice and Tuesday she was rude and stated she would send me another chair on Friday 02 09 2024. We would like a refund on delivery charge.

  Business response

  03/11/2024

  Hello, ********************,

  Thank you for reaching out to us regarding your experience. 

  We would love to have more information regarding your encounter with us. Please email us at ************************************************************** for further assistance. 

  Warm Regards, Royal Furniture

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩