ComplaintsforRoyal Furniture Company

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  First things first, I wish I checked the BBB before purchasing with Royal Furniture. In Nov 2019 I purchased a couch and love seat (special order) w/warranty. The date it was delivered they damaged the coach and my wall. I did receive a new couch. Fast forward to 2022 I damaged the couch and the warranty company Furniture Care sent me a replacement part for ME to replace it. I called and told them I didn't know how to replace it so they scheduled a repair guy to come out and replace the fabric on the arm of the couch. He took off the left side of my couch and realized they sent the wrong part. They sent the right side. He pieced my couch back together and stated when I receive the correct part he would come back out and replace it the right way. Well I contacted Furniture Care again and they stated the couch part is no longer available and gave me 2 options. I could accept the payoff of my warranty 160.00 or replace my couch and loveseat for the purchase price from 2019. After visiting Royal Furniture, I asked the sales lady about purchasing the same furniture and she stated I could. They would need to reorder it. I did explain to them I had a warranty replacement. She stated she would contact customer service manager ******* in Memphis, TN for my information. ******* told Royal in Jackson, TN I couldn't replace my furniture with the same furniture. When I spoke with ******* she told me the same thing. After speaking with Furniture Care manager, the reason I can’t replace my furniture is because it will take up to 24 to 46 weeks to receive it so, I would need to purchase something different in the store. The website states something else. The website show I could receive the SAME couch (3380388) loveseat (3380394) 2 to 3 weeks. I contacted Ashely Furniture in Jackson, TN because my furniture is an Ashley piece. The sale rep stated they have the 2 pieces in their warehouse and would take up to 4 weeks for delivery. At this point I just want my furniture replaced.

  Business response

  06/21/2022

  Hello, Ms. ******,

  Thank you for reaching out to us regarding your claim. 

  We were able to verify that the items you've originally purchased are no longer available in inventory to offer an exchange and are now considered to be special order items. Special order merchandise typically takes 12-48 weeks to be received as shown in the attached screen grab from our website. The link to view these items can also be found here: https://www.royalfurniture.com/collection.aspx?collectionid=boxberg&collectionnum=33803. For this and many other reasons, our reselection policy only includes in stock merchandise. It also states that special order items and any additional discounts are excluded from this policy. Our policy can be viewed here, under Exchanges, Reselection and Store Credit: https://www.royalfurniture.com/p/warranty.

  We do understand that you want your item to be exchanged, however, it is not available at this time. The only viable options offered by your protection plan are to receive a check in the amount that was offered to you or to reselect and choose a different suite. 

  Kind Regards, Royal Furniture

   

  Customer response

  06/21/2022

  
  Complaint: 17451266
  
  I am rejecting this response because: It show the items can be ordered. I didn’t purchase the couch and loveseat from the show room floor. Royal had to special order the couch and loveseat in 2019. This should be my replacement. The policy do not exclude special order items and why is it Royal makes the decision on what item I’m purchasing when I paid for the warranty with Furniture Care? 
  I even offered to pay the difference since the couch and loveseat cost increased. The furniture I have now will be return to Royal per Furniture Care. As a customer I will be loosing money. 
  
  Sincerely,
  
  ******** ******

  Business response

  07/18/2022

  Hello, ****************, 

  Thank you for your response regarding your claim. 

  We do understand that you would prefer to exchange the item that is in your home. We do apologize as this is not an available option. Please be advised that all reselection credits are only valid for a term of thirty (30) days.  

  We apologize that you feel there has been a breakdown or delay in communication. Our records reflect that our Store Manager, ******************** and our Corporate Warranty Manager, ********************* notified you on different accounts that this was not a viable request that no action would be taken in regard to a special order reselection. We considered this matter closed. Please allow this response to serve as final notice of Royal Furniture's determination on your claim.

  Regards, Royal Furniture

  Customer response

  07/19/2022

   
  Complaint: 17451266
  
  I am rejecting this response because: Yes I spoke with both managers ONCE. Both managers at each location was very rude. NO people skills at all. The process I went through was horrible. This company told me they couldn't get my fabric replaced because its no longer available, (after sending me the wrong side to be replaced) but they still sale the same furniture and color online. AND if the style of furniture changed, why couldn't I RESELECT what's available online. The EXTENDED policy do not exclude SPECIAL ORDERS. ONLY REPLACEMENTS. As a customer I feel as though I'm loosing by purchasing something I don't want in house. 

  I can say Furniture Care did try and work with me on this matter. It was the managers at each location that refused to help. In the future I will not purchase anything else from Royal Furniture and anyone else with a 1.5 out 5 rating. Thank you! 

  Sincerely,
  

  
  *****************************

• Initial Complaint

  06/16/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4/25/22, I purchased a 4 piece Rawcliffe Sectional with a oversized accent ottaman for $2606.54 from **** *****, 40453 at this store on Summer Ave. On 4/28, the sectional was delivered with a used oversized ottaman that was stained and dirty. I immediately contacted ****** ******** at Royal Furniture's online sales Corporate Customer Service Department to advise via email with a photo of the stained and used ottaman. ****** ******** responded by email explaining that she would have the ottaman picked up and exchanged on 5/5/22. On 5/5/22, I received notification from ****** ******** that the delivery of the new ottoman and pick up of the used one would need to be rescheduled to 5/12/22. On 5/12/22, the delivery personnel arrived to address muiltiple other concerns without the ottaman. The delivery person explained that the ottaman was not in stock and the store would notify me once it came in. I immediately reached back out to ****** ******** via email to find out when I could expect the new ottaman. On 5/13/22, I received a response from ****** ******** indicating that the ottoman was out of stock and would be expected to come in on 6/9/22. Today 6/9/22, I reached out to ****** ******** to check the status of the ottaman and was told the warehouse has 3 that are expected to arrive on 8/24/22. I advised ****** that this was not acceptable and I wanted this ottaman picked up and wanted a refunded. She responded by email advising me to contact my sales person at the store on Summer Ave. I then contacted **** *****, 40453 the salesperson at 901********** She advised me that she would look into it and give me a call back. On 6/11, I called back and spoke with **** who advised me she would put me on the deliver list for 6/16/22. On 6/15, I spoke with **** ***** again who said the ottaman had still not come in and would add me on the delivery list for 6/22/22. I advised if no ottaman arrives by then I would like a return and refund.

  Business response

  06/20/2022

  Thank you for taking the time to share your feedback Ms. *****. We are very sorry for the delays with your purchase and the inconvenience it may have caused! We understand that you have many choices when buying furniture and we are grateful that you chose to shop with Royal. While we do sometimes have unavoidable manufacturer delays, we also understand the importance of consistent communication with patient customers like you and we apologize that you did not experience that courtesy! We will discuss this with our team and use your feedback to grow and improve. We would be more than happy to allow a return of the ottoman and issue you a refund. Thank you again for sharing your experience - we hope that we will have the opportunity to exceed your expectations in the future!

  Customer response

  06/20/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me if the business can schedule an immediate pick up and refund for the ottoman and provide a timeline for the entire process to occur. The ottoman is oversized and can not be transport by car. It requires a large vehicle or truck.
  
  Sincerely,
  
  **** *****

  Customer response

  07/19/2022

   
  Complaint: 17435160
  
  

  Consumers Original Complaint:
  am writing to file a formal complaint against Royal Furniture at ****************************************************. On 4/25/22, I purchased a 4 piece Rawcliffe Sectional with a oversized accent ottaman for $2606.54 from **************, *****. On 4/28, the sectional was delivered with a used oversized ottaman that was stained and dirty. I immediately contacted ********************* at Royal Furniture's online sales ************************************* to advise via email with a photo of the stained and used ottaman. ********************* responded by email explaining that she would have the ottaman picked up and exchanged on 5/5/22. On 5/5/22, I received notification from ********************* that the delivery of the new ottoman and pick up of the used one would need to be rescheduled to 5/12/22. On 5/12/22, the delivery personnel arrived to address muiltiple other concerns without the ottaman. The delivery person explained that the ottaman was not in stock and the store would notify me once it came in. I immediately reached back out to ********************* via email to find out when I could expect the new ottaman. On 5/13/22, I received a response from ********************* indicating that the ottaman was out of stock and would be expected to come in on 6/9/22. Today 6/9/22, I reached out to ********************* to check the status of the ottaman and was told the warehouse has 3 that are expected to arrive on 8/24/22. I advised ****** that this was not acceptable and I wanted this ottaman picked up and wanted a refunded. She responded by email advising me to contact my sales person at the store on **********. I then contacted **************, ***** the salesperson at ************. She advised me that she would look into it and give me a call back. On 6/11, I called back and spoke with **** who advised me she would put me on the deliver list for 6/16/22. On 6/15, I spoke with ************** again who added me on the delivery list for 6/22/22. On 6/28, Royal's delivery staff attempted to delivery another used ottaman.

  Consumers Desired Resolution:
  Delivery

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

  Business response

  08/16/2022

  Hello!

  This issue has been fully resolved with the customer. An exchange was completed on 08/11/2022.

  Kind Regards, 

  Royal Furniture

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've asked for almost 7 months to get my bed fixed. I've called and left voicemails for her (*************************) as well as her bosses. No one has even responded. I've called the Royal store where I initially purchased the furniture. I'm fed up at this point and if nothing is done after this, I'm forced to take this to court for a breach of contract. The bed is missing parts, in which I was supposed to take pictures and email them to the care protection team. She responded (*************************) initially but told me I didn't have a warranty and to call another number. Well they said it wasn't their job, it was her job (*************************) to get ppl on this matter. So she finally sent a technician out, but he didn't have the parts nor did I. So I called and told her, "hey, I don't have the parts for this bed, I need them to be sent to me", instead of calling me, she sent another technician out, knowing I didn't have the missing parts, so again the bed still couldn't get fixed. I was literally enraged and I let her know it. She didn't like that to well, and for the past 3 months, she hasn't responded fo my calls, or her bosses. This bed is been hurting my back and neck bc the slacks are always moving, the mattress sinks in and the draws doesn't not work properly. Nobody from Royal furniture will help me and I'm fed up.

  Customer response

  06/09/2022

  See Attachment/File: Attachments

  Business response

  06/14/2022

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

  Thank you for reaching out to us regarding your extended warranty exchange.

  The one-year manufacturers warranty ended on 09/03/20. There was one replacement that was approved by your protection plan that was completed on 07/01/21. Our delivery policy states that "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. Royal Furniture is not responsible for any damages and or missing parts reported outside of this time frame and such instances will not be considered for any type of compensation including repair, replacement, refund, discount, reimbursement or settlement." We were contacted on or about 1/19/2022 stating that there were issues with the assembly of the bed. At which time, months had elapsed since the delivery date. Since the customer was unable to properly explain the issues that were had with the bed which Royal Furniture did not assemble, we dispatched a technician as a courtesy on 1/31/2022 with hopes to resolve the customer's issue. This was done in good faith and as a courtesy. Since which time, Royal Furniture's employees have received various ill-spirited voicemails from our customer.  

  Due to the nature of the inappropriate and threatening language against and conversed with our employees, we will no longer be able to assist this customer in the future regarding this issue. 

  Kind  Regards, Royal Furniture

   

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Verbatim email communication to Royal Furniture Company and their response. To Whom It May Concern; I purchased a sectional February 10, 2022 and had it delivered on February 15, 2022 and on February 29, 2022 a portion of my sectional's seating area collapsed (half of one side of the RAF). I called the warranty department - after realizing that there was a warranty - on March 10, 2022 where I was informed that a repair tech would be dispatched by a third party. That appointment was made for April 5, 2022 or roughly a month later. This portion of our brand new sectional remains unusable. On April 5, 2022, the repair tech came out and looked at the section of our brand new sectional and noted that although not broken apart the seated area collapsed; like it over-stretched / failed. The repair tech stated that Royal would more than likely just replace it in its entirety. On or about April 12, 2022, I received a huge package and upon opening it I realized it was the entire bottom section for the RAF. I waited for a phone call or email from someone and nothing happened. On April 19, 2022, I called both the repair tech's company and Royal Furniture warranty department to figure out what was going on. I was told that a repair tech needed to come back out to repair the RAF with this part; again it is the entirety of the bottom of my brand new RAF. My appointment is scheduled for May 15, 2022. So from failure on February 29 to May 15 this portion of our brand new sectional remains unusable and that is 100% unacceptable. I do not want it repaired. I want it replaced and cannot see any valid argument against such a request. Please let me know when Royal Furniture will be delivering my new RAF.

  Business response

  05/25/2022

  Business Response /* (1000, 5, 2022/04/28) */ Hello, Thank you for bringing the issues described below to our attention. Please be aware that merchandise sold by Royal Furniture Company comes automatically equipped with a one (1) year manufacturer's warranty free of charge. This warranty is a repair-only warranty. If repairs are refused under the warranty, the warranty would, in turn, be voided. Although a technician was dispatched to perform an inspection for you, the final resolution is not determined by the technician, but by the terms of the manufacturer's warranty. We do, however, understand your frustration in dealing with the damaged sofa. Since parts have already been ordered and received, we will move forward with completion of repairs at this time. A request has already been submitted that if any earlier opportunities appear to install the parts sooner than 5/16/22, that your appointment be moved ahead. We do appreciate your business and patience as we must adhere to all vendor warranty terms and policies. Kind Regards, Royal Furniture Consumer Response /* (3000, 7, 2022/04/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Royal Furniture sold a "lemon" product that within 2 weeks of usage broke and became unusable. The other portions of the sectional do not have a defect and under even more additional usage because of the broken section have held up. Per the Magnuson-Moss Warranty Act, in the case of a defect, malfunction, or failure to conform with the written warranty, the warrantor is to remedy the product within a reasonable time and without charge. There is nothing reasonable about the timeline here. From the identification of this defect until purported resolution 78 days will have passed and 68 days from date of engaging Royal Furniture. I was told a repair technician would come out and repair this item. There was no discussion of the repair technician looking at it and leaving without fixing it. The repair technician stated that Royal Furniture would more than likely replace the RAF because of the myriad of issues with it. Lastly, this product was manufactured in a factory with high quality control standards and yet failed. Am I to accept that a repair technician who comes into my home and disrupts my day in an attempt to correct something this large is acceptable? I do not accept that a repair technician would be able to perform the necessary repairs with the same high standards, equipment, and quality of that done by the actual manufacturer. If my car had a defect, it would be taken in and repaired by a certified mechanic. I certainly would not have a roving mechanic come to my home and attempt to complete a repair this significant. Replace this portion of the sectional as that is the only satisfactory resolution. Business Response /* (4000, 9, 2022/05/05) */ Hello, *****, Thank you for your prompt response regarding your pending repair. We do understand your concerns and want to re-assure you that the technicians that we dispatch are well trained and very capable of completing any repairs that are needed on any case good item we sell. Technicians are dispatched to firstly perform an inspection of the merchandise to assess the damages that may be present. Once the inspection is complete, a resolution is sought out in accordance with the manufacturer's warranty. If parts are required to alleviate the issue, parts are ordered and installed upon receipt. Please understand that this is absolutely a normal process to remedy factory issues regarding your furniture. According to the technician's initial report, the technician stated that the "TRAMPOLINE SEAT DECK COVER "APPEARS" STRETCHED - NO STRUCTURAL ISSUES FOUND". Due to there being no structural issues present, we ordered the parts that were needed to resolve the issue. We will not be able to move forward with any replacement options until a repair is attempted, in the least. We appreciate your patience regarding your warranty repair and will be happy to advise you further once the repairs are made. Kind Regards, Royal Furniture

• Initial Complaint

  02/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good morning, I purchased a reclining leather sofa, oversize chair, and ottoman on 05/18/2021. I made the purchase at Royal Furniture Gallery in Southaven, MS. I spent roughly $3000.00 on all three items. Recently I began having problems with my sofa reclining back into its original position. I contacted Royal Furniture Gallery in Southaven and was given a contact number for the warranty department. Upon contacting them I was informed the product has a manufacturer's warranty and was provided a different contact number. I called the number and the agent requested I send a picture of my sofa, which I did send via email. I, later on, received an email asking me if I had a different address. I stated yes and provided the new address. I in turn received another message stating my warranty was voided with no explanation. I inquired why and was told because I moved the furniture. When I originally met with the salesperson at Royal I informed her that I was in the process of selling my current home and moving. It was at that time she informed me she had just purchased a home for a good price in Horn Lake, MS. She never mentioned to me that when I purchase the furniture it couldn't be moved for a year. I was told, I have to pay for the repair myself. I find this to be a ridiculous policy, people move all the time. I never thought this would be an issue for me. Please see the emails below. On Saturday, February 19, 2022, 08:20:50 AM CST, ***** ******** wrote: Once the merchandise is moved to another address, it voids the warranty.

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/28) */ Hello, ****** Thank you for reaching out to us regarding your purchase. We do regret to hear that the terms of the factory warranty may have not been properly explained to you at the time of your purchase. While the standard Royal Furniture warranty is voided by a move, the accidental warranty (extended protection plan) you purchased is NOT voided by relocation of the merchandise. After review of your order, it appears that no extended warranty coverage was purchased. Our facilitation of the warranty is detailed as follows: Royal Furniture warrants to the original purchaser that merchandise will be free from defects in materials and workmanship under normal use for a period of one (1) year following the date of original delivery or pick-up. Damage must be reported within five (5) days of occurrence at the original delivery address to be considered eligible under the warranty guidelines. This policy can also be reviewed at the following link: https://www.royalfurniture.com/p/warranty. We do regret if this determination is causing you any inconvenience, however, we must adhere to all vendor policies, and therefore we will not be able to pursue any further actions or replacement options. Warm Regards, Royal Furniture

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a sofa from Royal furniture on Winchester in Memphis in March of 2021. It has come unsewn due to defective workmanship. I started trying to get it repaired in June of 2021 with the first repairman coming out in august and he took pictures and said I would be hearing from Royal as to whether they wanted to repair it or replace it. I waited and after several months with no correspondence I finally got the repairman to come back out on Dec X XXXX. He stated they would have to replace the entire back and 2 seat cushions. He also state he would turn this in and I would be receiving a letter from Royal as to if they wanted to repair or replace. I never heard a word from them. I went in to the store after 60 days had passed *** the manager told me the sofa needed to be replaced but they were on back order. It is now 90 days and no repair parts have come in. They tell me I just have to wait. I financed this purchase and continue to make the payments in good faith. It is not fair that I have a sofa that they can't get the parts, they refuse to exchange or give me a credit so i can purchase another sofa. I have called them and you always get a recording to leave a message which they never call back. I have documented 47 calls to them leaving messages that is why i went in to the store. They cannot give me any idea on time line just told me I would just have to wait. This is poor business practice and I feel they are just waiting out the warranty date

  Business response

  03/28/2022

  Business Response /* (1000, 5, 2022/02/24) */ Hello, ******** Thank you very much for bringing your dissatisfaction to our attention. After further researching your complaint, we have found that your request to replace or further repair the merchandise in your home has been in processing with parts on order to complete the repairs. Please see the details of this below. On August 11, 2021, a claim was filed, at your request, via our manufacturer's warranty. Royal Furniture dispatched a third-party technician to assess and determine if the reported damages were covered by the manufacturer's warranty. The claim was subsequently closed on August 24, 2021 due to repairs being denied by the customer. We were advised by the technician that the reported damages at that time were easily repairable. On December 2, 2021, Royal Furniture dispatched a second technician to your home to assess and determine if the reported damages were covered by the manufacturer's warranty. It was determined, at that time that the damages had progressively worsened and would require parts to repair. At that time, parts were ordered and are currently in production by the manufacturer. We do understand your frustration and do maintain all intentions of resolving the damages that were reported within the 1-year factory warranty's time frame. We do regret this determination causing you any inconvenience; however, we must adhere to all vendor policies, and therefore we will not be able to pursue any replacement options at this time. Once the parts are received. Also, this customer has an open dispute with her finance company regarding this purchase. We would kindly request that further communications be via that department to ensure this issue's resolvement. Kind Regards, Royal Furniture Consumer Response /* (3000, 7, 2022/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been overly patient with this issue and feel like I have waited long enough. Royal cannot give a timeframe for when these repairs will be made even though i have kept paying my payment for a useable piece of furniture. The manager of the store stated the sofa needed to be replaced and I believe Royal should do just that. I have been trying for almost 9 months to get this resolved and I think that is plenty enough time. Royal has many false or inaccurate facts regarding the repairs and their response to make them look like they are working in good faith and something needs to be resolved. Business Response /* (4000, 9, 2022/02/28) */ Hello, ******** Thank you for your prompt response. We are eager to both earn your satisfaction and ensure that your furniture is repaired to meet the manufacturer's standard. The parts that were ordered for you have been received at our Memphis warehouse and are currently pending shipment to your home. Once these parts are received by you, we will be happy to dispatch a technician to install them for you. Kind Regards, Royal Furniture

• Initial Complaint

  02/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My name is ***** *******. I am filing a complaint against Royal Furniture. Their address is 5226 Summer Avenue, Memphis, Tennessee XXXXX. #XXX XXX XXXX, manager name is ***** *****. On July 14th 2021, I entered into a contract with Royal Furniture for a washer and dryer. I was later advised by my credit counselor to pay off this contract in 90 days. On August 12, 2021 I made my first payment in the amount of $113.07, with a live person on the phone. I made the second payment using the automated system. That payment posted September 16th 2021 in the amount of $114 . The final payment in the amount of $953.63 was also made through the automated system October 15th 2021. I received a phone call from Royal Furniture November 29th 2021. I spoke with **** in the billing department who informed me that my account, that I thought I had paid in full, is now 3 months behind and they needed a payment. After going over the accounting with her we learn that they took the money that was to be applied to the washer and dryer and applied it to an account that was over 15 years old. This so-called forgotten account did not show up on the credit report. If so my financial advisor would have seen it and advise me to take care of it. I have been paying a company over the past several months to repair my credit. Prior to the unprofessional conduct from Royal Furniture my credit score has gone up. Because of the action from Royal Furniture it's now going to delay my timing for a purchase of home and automobile. Two of the credit bureaus are now less than 600 and the other is less than 700. I never enter into any contract agreement stating that funds from one purchase can be use towards another purchase. They never contacted me to inform me they were going to take the funds to satisfy an old forgotten account that they already received credit for. What we are seeking is, credit showing that the washer and dryer is paid in full with no delinquent marks on my credit and secondly I am seeking Financial restitution for the Damage to my credit score. My name is spelled ***** *******, ******************************, Memphis,Tennessee XXXXX. Thank you for your assistance.

  Business response

  04/18/2022

  Business Response /* (1000, 7, 2022/03/09) */ Hello, ***** Thank you for reaching out to us regarding your purchase. Unfortunately, we are not able to discuss the details of any collections online. Please contact our Billing department at XXX-XXX-XXXX. Kind Regards, Royal Furniture

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately $1700 for 3 pieces of furniture purchased on or about 12/6/2021 were dropped off the back of a delivery truck, incurring damages to 2 pieces of furniture either with the fall or delivery process and damages incurred to house door and frame with delivery. Although willing to offer exchange for same items, unwilling to consider return with or without restocking fees. Also unwilling to consider return of delivery fee.

  Business response

  03/17/2022

  Business Response /* (1000, 5, 2022/02/17) */ Hello, *****, Thank you for taking a moment to share your feedback with us regarding your purchase. We would be happy to repair the documented damages that were reported at the time of delivery. For this to be done, we do require 2 professional estimates be provided to our corporate offices for review by our executive team. In regards to the damaged merchandise in your home, we would be happy to either exchange the item or offer you a refund in the amount of $100.00 to keep the item as is. Unfortunately, we are not able to offer any other terms at this time. Kind Regards, Royal Furniture

• Initial Complaint

  01/20/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing because I purchased from Royal Furniture a Beautyrest Harmony Luxe mattress with Edge Support. in October 2021 and had it delivered to an apartment that I did not move into until November 28, 2021 so basically, I've only been sleeping on the mattress for a little over a month. My problem is when I sit down on this "Edge Support" mattress, I slide off the bed because the top edge of the bed depresses so much that it nearly touches the bottom edge. I often have had to hold on to the top of the mattress to keep from rolling off of the bed at night. The problem is that in less than 2 months, edge of this "Edge Support" mattress has depressed so much that every time I sit down to get in the bed, I slide off of the edge. This was not the case when I first began to sleep on the bed. in order to get into bed, I literally have to place my knee/leg a 1/4 of the way onto the mattress just to get into bed without sliding off. The final straw that caused me to file a claim a couple of weeks ago, is when I slid off the side of the mattress and my instincts told me to see if the other side of the mattress was the same. It was not the same. I did not slide off of the edge of the mattress like I do on the other side and it did not depress like the other side. I contacted Royal Furniture after the furniture repair company submitted their report to Royal Furniture and Royal Furniture denied my claim because by measuring the top of the mattress there was not indentation of a certain amount of inches. Well of course by measuring the mattress the way that they did, did not address my problem. However, when the repair technician sat on both sides of the bed, he immediately recognized the issue. I would like Royal or Beautyrest stands by their product & replace w/a mattress than holds up over time. If Beautyrest or Royal isn't going 2 stand by a bed that boast "Edge Support", then the description of Edge Support should be removed from the mattress products.

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/21) */ Hello, Ms. *********, Thank you for reaching out to us regarding your mattress' warranty. We were able to speak with the manufacturer regarding your complaint and have been advised that there may have been some miscommunication regarding the edge support feature of your mattress. The edge support feature is there to provide additional support for your mattress and to help the mattress maintain shape throughout it's lifetime. That does not mean that it will not temporarily give way under pressure. As a courtesy, we will allow a one-time reselection to take place. Please visit our store at your earliest convenience to complete this reselection, as the credit will only be valid for 30 days and will expire on 2/21/22. Kind Regards, Royal Furniture Consumer Response /* (2000, 7, 2022/01/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Royal Furniture will be replacing the mattress and I am satisfied with that response. I'm awaiting Delivery date.

• Initial Complaint

  12/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My husband purchased a recliner from Royal Furniture on Friday, November 26, 2021. Picked it up from the warehouse on Saturday, November 27, 2021 and the wood frame of the chair broke in 2 pieces on December 1, 2021. When my husband called, they told him he had 3 days to return the chair due to "BUYERS REMORSE". Well, that was DAY 4 when the chair broke!!!! So, they scheduled someone to come out to "REPAIR" a BRAND NEW CHAIR that costs over $1000 and when I found out I said NO!!! So, I called the "NONE CUSTOMER SERVICE LINE" and talked to ***** who said she was 2nd in charge after the CEO and stated that we had to wait for the repair on December 15th and basically, it was our fault that it was 4 days that the chair broke and not 3 days. Any discrepancies will have to be taken up with the manufacturer and not with Royal Furniture who is selling the manufacturer product. When I told her that that didn't make any sense and that wasn't fair to customers and continued to ask more questions that she didn't like, she HUNG THE PHONE UP ON ME!!! I need someone to call to tell us where to take this chair so we can get our money back because we no longer want to do business with a company who can't stand behind their products after 4 days!!! This is **** POOR BUSINESS PRACTICES THAT SHOULD BE STOPPED!!! ***** (2nd in charge after the CEO), needs to improve her customer service skills and the business itself needs to stand behind their products they are selling or get new manufacturers if they can't with the ones that they currently have. Contact us immediately to rectify this because this chair is leaving my home ASAP!!!

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/13) */ Hello, Thank you for bringing this experience to our attention. We apologize that you have had issues with your purchase. We believe that whomever you spoke with was premature in explaining the policy information they shared. We do require that any damages are reported within 3 days following delivery. In the case of orders that have not been delivered to the customer by our delivery team, we do require that an inspection is completed by a technician in order to assess the damages properly. We are eager to look into this matter and assist you in any way we can, but do require an inspection be completed before any replacement options may be offered. We sincerely apologize for the experience you've described and we are committed to earning your satisfaction in this regard. Respectfully, Royal Furniture

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