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December 2023 by Tabitha Binion
I am writing to you today to express my dissatisfaction with a recent purchase I made from your company. In August 2022, I purchased a Sofa from your [Royal Furniture 1862 N. Germantown] location. The product was delivered to my home on 8/2022 and, upon a ten-month inspection, I found that it was damaged.The damage to the product is significant and makes it unusable. The back of the sofa frame is cracked and broken the [frame and Fabric need to be repaid. I have attached photos of the damage to this letter. I have contacted your customer service and AHM department on several occasions to report the damage and to request a repair or replacement I have a 1-year warrant. However, I spoke with Ms. Michelle Jones and she said the frame was not covered under warranty the technician came out to my home twice first technical came out to take pictures of my sofa but had to reschedule another appointment and he emailed Ms.Jones a picture I waited 4 weeks no response I call her back she said the frame sofa wasn't covered only thing cover was fabric I start catching her in more lies about warrant I got mad and upset and frustrated bebecause I knew she was lies she was rude and will got into a heated argument I asked to her let me speak to her manager she hung up the phone I call AHM and him can they come repair my sofa they 4 email time no he was late and unable to resolve the issue with your customer service representatives. I said to Ms. Jones it's not safe The wood is sticking out of my sofa and I have small kids it injures them. I am writing to you today in the hopes that you will be able to help me resolve this matter. I am a loyal customer of your company and I have never had any problems with your products or services in the past. I am confident that you will want to make things right for me.I would like to request a full refund for the purchase price of the product. I would also like to request that you send me a replacement product that is not damaged.I hope to hear from you soon. Thank you for your time and attention to this matter.To whom it may concern,This matter has gone on too long and I am getting very frustrated. I have called several times and still have absolutely no solution. The tech that you all sent came out twice. Once to take pictures and the second to bring fabric. The last time he came there was no way he could put fabric on top of broken wood. I am very disappointed with the services and run around I am receiving from Royal Furniture. When I purchased this furniture, I was told that you all would stand by your product and services, and this is turning out to be a fabrication of truth. I would like to have this issue solved promptly and put to rest.
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November 2023 by MO BOS
ATTENTION TRUCKERS This Place Isn’t Delivery Point it’s corporate Office Only If you Are truck driver And have a delivery Go To 3374 tranquility Drive Memphis TN wich is the Shipping and receiving Place Don’t west your time to go there, Also Unloading Is very is low There is One truck ahead of me and I’m still waiting to get unloading it Will take For While If you have next load it’s unlikely toDelivery building has a gate but you can find overnight spots
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November 2023 by Symonenikki
HORRIBLE HORRIBLE HORRIBLE SERVICE AND COMMUNICATION FROM DELIVERY WAREHOUSE. I PURCHASED FURNITURE FROM WHITEHAVEN LOCATION THAT WAS SUPPOSED TO BE DELIVERED 10/21. ONE PIECE WAS DAMAGED AND I RECEIVED THE SAME 2 PIECES OF FURNITURE INSTEAD OF A SOFA AND LOVESEAT. I WAS TOLD IT WAS A MISTAKE AT THE WAREHOUSE AND A RE DELIVERY WOULD BE SET UP. I REQUESTED THE FURNITURE BE DELIVERED EARLY (1ST DELIVERY) BECAUSE OF MY WORK SCHEDULE. MY RE DELIVERY WAS SET UP FOR 10/25 AS LAST DELIVERY WHICH I WASN'T NOTIFIED OF UNTIL THIS MORNING AT 11 A.M. I CALLED WAREHOUSE TO SPEAK TO WAREHOUSE MANAGER AND LEFT VOICEMAIL. NO ONE EVER RETURNED CALL. I CALLED CORPORATE AND DIDN'T GET ANY ASSISTANCE FROM THEM!! NO MORE THAN AN APOLOGY AND WHAT THE POLICY STATES! I WAS TRANSFERRED TO THE WAREHOUSE FROM CORPORATE AND SOMEONE MAGICALLY ANSWERED THE PHONE BUT STILL WOULD NOT ASSIST MY DELIVERY NEEDS! IT SHOULDN'T BE THE CUSTOMER'S RESPONSIBILITY TO RECEIVE UPDATES OR SCHEDULE DELIVERIES. IT'S ALSO UNPROFESSIONAL FOR DELIVERY DRIVERS TO STRAP BRAND NEW FURNITURE TO THE BACK OF A CLOSED DELIVERY TRUCK WHICH IS HOW THE FURNITURE WAS DAMAGED TO BEGIN WITH. I WILL NOT PAY SOMEONE AND BEG THEM TO DO THEIR JOB!! ROYAL ISN'T WORTH 1 STAR BUT I CAN'T POST WITHOUT IT.
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November 2023 by Debbie Duke
horrible ! horrible ! horrible ! , beware the warehouse workers will damage your furniture and Royal will not repair it they will say it's your fault so beware horrible customer service so now I'm left with damage furniture smh I gave 1 star b/c I like the furniture
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October 2023 by Hatfield Villanueva
If I could give less than one star I would. The quality is horrible and the customer service was even worse. And even when they mess up your order they will not help you or accept your return for a working product
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July 2023 by Kaeli Martin
My parents purchased a bedroom set and a chair from them, small black bugs are coming out of both!! I contacted the manager at their summer location which was VERY RUDE AND CONDESCENDING! I also contacted corporate and the lady was even worse!! Had the audacity to tell me that it’s no way possible for bugs to live in the plastic!! Are you a bug expert??? I was trying to be nice and tell her well maybe it’s the warehouse or the truck she kept saying it’s no way possible! So I’ve contacted the news and our attorney! I told my parents from day one don’t do business with this company cause they are VERY UNPROFESSIONAL!! The bedroom set they purchased is not even what they wanted but the driver again LAZY AND UNPROFESSIONAL told them the original set could not fit in the house and he never attempted to try.. I can’t wait to put this company out of business!! Just RUDE, UNPROFESSIONAL, and HORRIBLE!
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July 2023 by Keeyuna Clark
Royal Furniture is the worst people to rent furniture week. I had my payments automatically to come out of my account every month will at the end of my payments. They told me that I was two months behind. They reported me late to the credit bureau so I can’t get anything else and they try to overcharge me for the payments. I went to my bank and I pulled out my bank payments where I had already made the payments. They didn’t wanna give me my phones back and I’m trying to file a lawsuit against them if anyone knows how to reach out And let me know how to get this process done. I would strongly like this the manager, Miss Vicky that’s in the office will not help you all the clients have a very smart mouth and I do not communicate well. I need help getting my phones back and getting this late payments off my credit I came down to boost my credit and they simply dropped my critic. I’ve never been late with the payment and they try to blame it on their system. When it was you please help me do to get in my phone is back and getting McCready Street.
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June 2023 by Bhaumik Patel
I have not directly bought from them, but I have a furniture from them that was given to me. I was having a hard time assembling a bedroom set, and I called them for help to see if they can provide me with a installation manual. I got a one sentence answer in the email saying they don’t have the installation Manual. Now, they currently sell the same product on their website, so no reason for them to not have a installation book for that. Also, if you have any issue providing the manual, at least explain to me why. Just saying they can’t help me is not the right answer in a highly competitive market. They came across as very unprofessional and borderline unfriendly, I would recommend not buying from them unless you was subpar support.
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December 2022 by La'Quita Powell
I've left messages for a certain employee to call me concerning a recent purchase. I've left two messages on two different days and haven't received a call back yet. I must say Ms. Cannon that works at the summer location has been trying to get things solved, but haven't been successful. I'm still waiting on a response.
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December 2022 by Tamera Carter
Update: I was supposed to have an appointment on December 5th. As of December 2nd, I have not been set up with a timeframe or had my appointment confirmed. When I called the corporate office, they just transferred me to the local office. I should not have to follow up multiple times to get service! My couch, which was just purchased in August, has been unusable for two months now!This company is absolutely horrendous when it comes to customer service. I bought a brand new couch in August, and the frame was broken by October. It’s the middle of November, and it’s still not fixed. I’ve had to call multiple times to get someone to send a technician out. The first one canceled the day of the appointment. When the second came a month later, I was told it was unfixable and a new part ordered. That was over a week ago and I’ve still not hear back. Whenever I call they push me to someone else. I deeply regret buying from this company.
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December 2022 by Kiesha Thomas
Summer location- I am having the worst experience I've ever had with a furniture store. I initially ordered my sofa on Saturday and was told it would arrive on that following Tuesday, that did not happen. I called store to find out it was never scheduled and they could deliver it Friday. Like what choice do I have. We'll Friday came and I was brought the WRONG sofa. I called the store and my sales guy asked me to call back and speak with the manager as he was going out of town. Which is ridiculous, I'm the customer I shouldn't be the one following up. Anyways I called the manager and was told he would call me back, well hours went passed so I had to drive back to the store to speak with him. He advised after speaking with warehouse that my sofa would be delivered Tuesday. Well it's Tuesday and I called to get a time frame on when it would be delivered. I'm not even on the schedule today. Guess what I'm told I'll give you a call back. This is so unprofessional. I should have went with my 1st mind and went to Great American home store. They are very professional and follows up with status of delivery without me chasing them and do their job. No one wants to spend their hard earned money with an unprofessional company. I have given my old furniture away so I have nothing in the room. I'm almost at the point where I'm going say forget it, just give me my money back.
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December 2022 by Alicia Bratcher
I recently purchased furniture from Royal on Winchester, and I am saddened and not satisfied with the customer service from either managers, cooperate, or the store manager. I’ve been trying to return a pub tables since I first purchased the table and it’s now been 3 weeks and now the manager is saying that it’s “outside of the return policy and I can’t return it”, although, I spoke with my sales representative within the first 3 days per their policy and told her that I wanted to return it and I was not satisfied with the table, because it didn’t fit into my space. The manager at the Winchester location “Mike” was VERY RUDE and argumentative and told me that I was stuck with the bill and the furniture and basically I had no choice at this point but to keep it!! Upon trying to return the furniture within the first 48hrs and calling and explaining to my sales representative that I was not happy with the set, she continued to try to convenience me to keep it. When trying to return the piece when my other furniture that was delivered, the delivery drivers told me that they couldn’t take the table back to the warehouse and I would have to call my sales representative back in order for them to take the table back, well I’ve been trying to reach my sales representative and couldn’t get lucky with reaching her since then. I’ve been trying to return it every since I first purchased it. However, no one was taking the effort to help get this issue resolved after the 1st time I stated that I wanted to return it.Instead, everyone was sending me In circles.and now I’m stuck with a piece of furniture that I’m not satisfied with, not to mention I’ve been trying to get rid of before it got to this point.I don’t feel valued as a first time customer with Royal furniture and the entire staff was rude and absurd including the manager that I spoke with from cooperate. I will definitely not be returning to Royal furniture for any future purchases.
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December 2022 by Jules
I ordered my first time purchase with Royal, the Kaleidescope bedroom set with extended warranty and had it for 3 months and the lights on the dresser and bed stopped working!I called them to report it and they sent a repair guy to my home and the only thing he did was take pictures and said he would send me a remote in the mail and i never received it? I went to the store in Hoover, AL and was given a remote that only works for the bed and the dresser lights still does not work! I have called and went to the store location plenty of times to complain and the technician never showed up and the management at this location is not helpful! I will never purchase anything from them again!
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December 2022 by Kateland Harrison
I underwent a double masectomy. Prior to this we ordered and paid cash for a nice leather sectional for me to sleep on because I'm having to sit up to sleep for the next 6 weeks even to sleep. Royal furniture delivered our sectional to the wrong home never asked for paperwork showing it was paid for nor an ID to verify the person. So I called the store and the first gentleman I talked to said they would have to order another one and it will not be here for another week. Then I spoke to the receptionist and asked for a gm she said he's off today then I asked for the store manager or assistant manager and she said there off too... what do you need? Then I asked her is there really no one managing the entire store today and she began to yell and scream at me because I was asking genuine concerned questions and i didnt just take her at her word. I am beyond mortified. I'm in so much pain and this is making is so much worse.Then after all this I get routed to a voice-mail all day trying to contact corporate.Another update the address they say they delivered it to is 6600 poplar CT. Doesn't exists so where is my sectional?
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December 2022 by She Meyer
Sold me a lemon mattress and jacked me over for five months scheduling an inspection to check for dips…I bought a houseful of furniture and they are trying to stick me with this mattress that is coming unsown at the seams …and it was 1,000.00 dollars…NOT CHEAP….shysters all of them …from Corporate all the way to Earl the salesman!!!!! Get an attorney before you buy here! Misheal is customer service…lol she just argues with you. By the way…they NEVER even came by.!Schedule you for a four hour wait and if you miss the call but call right back you are scheduled again a month out….you wiggle it your way to not honor the warranty’s…No one has even come to my house