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April 2024 by Priyankan C.
horrific customer service extremely low quality products very long wait times to get furniture delivered
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March 2024 by Mark G.
We were in the market for a memory foam mattress and the folks at Royal Suite were very helpful. We "tried on" on quite a few before making our purchase. However, after two weeks or so it was apparent that we had made a bad choice. After speaking with the manager we were surprised when he offered to exchange the mattress for a different density without charge. Delivery and set-up was excellent (both times). We are now very happy with our new mattress and are grateful to Royal Suite for going above and beyond.
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March 2024 by MIKE B.
Fantastic furniture but terrible delivery service. Customer service sometimes a little sketchy depending on what salesman you get.. I keep coming back to this place because the furniture is actually good and they know their service stinks so they're willing to give a discount. I have respect for the fact that they are a family owned business, but sometimes that could be a hindrance, and in this case it is. If they could fix their customer service and their delivery system, this would be probably the best furniture store in Santa Clarita.
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March 2024 by Jessica A.
Rude salesman and sales manager. They won't replace/take back a piece of furniture that we bought that was nothing like the floor model. It's poor quality and unacceptable. They are rude and horrible to deal with.
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February 2024 by Maria P.
Good afternoon, I placed 2 orders with this location between August of 2023 and September of 2023. The first order had 3 upholstered queen beds the second order had 6 dining chairs and 3 counter stools. Everything that could go wrong has. The beds arrived in a timely manner, however were installed incorrectly, no big deal. The chairs arrived next...apparently we had to pay a second delivery fee so my husband picked them up. He came home with 3 boxes of unassembled chairs. No one mentioned chairs would be arriving unassembled. When we called the customer service number they told us we could drive to Palmdale to have them assembled...we live in Valencia. We then called the store and were told we could pay to have someone come out and assemble them. After thinking how ridiculous it was to have to pay for chair assembly when the salesman said nothing about having to put them together....MY HUSBAND had to call and talk to the store manager and ask that the fee be waved. Lastly we ordered counter stools made in North Carolina. We were told it could take up to 8 to 12 weeks....24 WEEEKS have passed with no honest answer on where these stools are. In November the salesman said they just finished being made and would be on a truck in 2 weeks. Two weeks later your customer service told me they could sit in NC for months. I didn't follow up in December and January. I called customer service at 7:30 am ( which says is when they open) only to have them answer after 9am. I was put on hold and told March. I emailed the salesman who said he was out till Thursday and he would get back to me. I asked HIM to forward my email to the store manager. I spoke to the store manager asking where the stools are he said he would call me back.....2:30pm no call back AND it's after 5pm in NC. Nothing has been offered to remedy this situation and I keep getting lie after lie!! You were happy to take my money, but provided zero service! Where ARE my stools!! The store manager returned my call hours later and said stools could be in by March, no guarantee. Nothing was offered to remedy the situation!!! I immediately requested a refund and wasted 6 months waiting! SAVE YOUR MONEY AND SHOP SOME WHERE ELSE. TERRIBLE START TO FINISH!!!
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February 2024 by Spencer C.
Awful service, lie to you about price, and hang up on you when you call customer service. Do not recommend ever using them.
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January 2024 by Charles L.
Purchased a couch from royal suite with a polyester blend material. Was concerned about how well it would hold up purchased the 4 year warranty. Salesman told me it would cover any material problems. The fabric delaminated on one section, the insurer denied my claim telling me it only covers high grade leather material. I should have read the fine print. The sales people should also know what they selling. Pretty much sold a lousy policy sale people at store and customer service of no help. Can't recommend the insurance Have made several purchases from them having lived in Canyon Country for 40 + years I used to believe A Royal suite was community orientated business I'm having my doubt's. Charles L Invoice #28785
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December 2023 by Alyssa C.
if i could add no stars i would, this place has a horrible time estimate and horrible warranty. i bought couches a few months ago that not only did they give me a wrong estimate of when they will come in but when one of them broke and i submitted a claim i got basically ghosted. i waited over 3 months for my couches when they had given me a 2 week estimate and these very expensive couches broke in less than a month and when a claim was filled multiple times i got no response back. the employees are also no help at all when questioned they just add more time to when your furniture is coming in. which is never accurate...
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December 2023 by Mikel R.
Honestly, it doesn't even deserve 1 star. Deserves NONE. Every employee who works here will lie to you about the arrival time just to get you to buy the product. I've been waiting since September for my couches I purchased, and I still haven't received them and it's December 4th. Whenever I called them asking where my couches are they instantly ignore me and just tell me it will be here in one week. They said this 4 weeks in a row now. I will never in my life die from this place again, I would never recommend this place, and honestly it's to the point where my couches even arrive. I'm not gonna enjoy it. Horrible customer service, and so unprofessional. DONT MAKE THE MISTAKE I DID BY SHOPPING HERE.
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November 2023 by Denise T.
At this point I can't even give this business one star! I have been a customer for over 20 years and WOW their service has just gone downhill. I even found the only way possible to contact Norb the owner of this business about my concerns. I have tried twice and Norb has no interest and at this point I am just going to contact the better business bureau. This company does not care!I i am adding one star because it won't let me post unless I add a star!
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October 2023 by Kimberly C.
Horrible customer service!! I called on 9/17/23 and purchased a sectional over the phone and was told by Manny that it would be in Friday and they would call and set up delivery, I never received any calls. I then called the following week and asked why he didn't call me and was told, "he had nothing to tell me" I told him, how about telling me it didn't come in, just keep me updated, do your job, in which he replied, "I did my job, I made the sale", which meant he answered the phone and took my order. I told him I wanted to be updated until I received my item, which, he agreed to, but now we are on week 3 and I have to call Manny back again and was told by Manny my sectional would be in Friday and set up delivery for Monday, even stated, "they don't usually deliver on Monday, but he was going to set it up because of all the problems" I told him I was going to take Monday off work so, I need to make sure it was being delivered and he assured me, we were all set. I called back on Sunday to confirm and was told by Manny, "we are about to close, he can't contact warehouse right now", I decided to call Monday morning and talk to Scott, Manager, I explained everything and was told they just open he can't get any info for me right now, even though I explained I took off work and wanted to go to work if item wasn't being delivered, Scott never called back, I then called him back and was told, "the sectional was not even there, it didn't come in", I told him I wanted a full refund, I wasn't dealing with this anymore, he then offered me a $200 credit at store, which I refused, he then said, "Manny would fill out paperwork and submit for refund, it could take 7-10 days" I was told the send it to Palmdale store, I then contacted Palmdale store and asked if they could watch for it, because I have been nothing but lied to from day of purchase. I received a call back from Palmdale and was asked if Manny called for credit card number so they could process refund, I told them no, and was told I should follow up with bank, because they have had several complaints about the Santa Clarita store and their management etc. So, I finally had to file a charge back claim with my bank. What a joke, I have NEVER encountered such horrible customer service in my life and I am almost 60 years old. DO NOT BUY FROM THIS STORE, it's not worth the headache, nor does Scott or Manny deserve any type of commission on anything!!!!
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August 2023 by Dre G.
Called my credit card company to dispute the $500+ charge since THE MATTRESS NEVER CAME IN! once I filed the claim, the losers who work for this company called to say "oh it will be sent in next week!" - total BS & a bunch of lies! Luckily I won the case & got my $ back! The people who work for A Royal Suite honestly suck at what they do, they don't deserve any business & hopefully go bankrupt!
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August 2023 by Andrea G.
Called my credit card company to dispute the $500+ charge since THE MATTRESS NEVER CAME IN! once I filed the claim, the losers who work for this company called to say "oh it will be sent in next week!" - total BS & a bunch of lies! Luckily I won the case & got my $ back! The people who work for A Royal Suite honestly suck at what they do, they don't deserve any business & hopefully go bankrupt!
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August 2023 by Shannon Ascione
Thank you Royal suite for making what could have been tough experience a very great experience! There was an error in our order but they made it right plus some! Thank you for an amazing experience and we'll be back next time!
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July 2023 by Maria F.
This company has to be the worst furniture place I have ever been too in Santa Clarita. They deliver a sectional recliner that was not functional the day of delivery. Their delivery drivers said they were strictly delivery not assemblers! I told them to take the entire furniture back because it wasn't working and they refused and said I needed to call Angela at their Palmdale location. This happened Saturday 6/18 to be exact, I called Angela as soon as I could that following Monday long story short it's been over a month they refused to pick up the damaged couch! Everything I asked for they said No too! UNBELIEVABLE!!!!! I've spoken to Scott the manager, the sales man Randy and at one point saw the owner at the store while I was complaining about the situation and of course he didn't have time to listen to me. I would hate for this to happen to anyone else please be aware that customer satisfaction is not the company's priority!
