ComplaintsforRoyal Furniture

• Initial Complaint

  07/25/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Upon visiting royal furniture i was searching for a sofa and recliner. I indicated i wanted something in leather, the sales associate showed me several different options. Upon choosing the recliner that i wanted, i asked the sales associate if my weight would be a problem being that i am over 400 lbs, he assured me that there would be no issue. After getting the furniture delivered and using it for only roughly a week, Both recliner and sofa started making a squeaking noise anytime it was reclined and they were both power recliners. At this point, i called Royal Furniture to inform them of this problem and shortly after they asked my wife and i to come in and make another selection. We did so and the new set was delivered March 22, 2022. After roughly 30 days, this set also started making the same noise as the previous set. I called Royal Furniture again and informed them of the problem and they indicated they would be sending a technician out to check it. While waiting for the technician another month went past and we never heard from anyone. Around this time the recliner that we thought was leather began to peel its surface which appeared to be a cheaper material but definitely not leather. This was very disappointing to my wife and I. After this we spoke to Mr. *****, after explaining to him the situation, he indicated that they do not have recliners for plus sized people and that he, himself had the same issue when purchasing furniture from this same location. After speaking with Mr. *****, We called and spoke with corporate and spoke to ********. The situation was then explained to her as well, we asked if the furniture could be picked up and we could take our business elsewhere since they didn’t have furniture to accommodate our desired needs. It was then when she told us that we had to choose another set from their store and we only had till the 29th to do so. The furniture is financed and we are asking that they pick up the furniture and return our money.

  Business response

  08/25/2022

  This issue has been fully resolved. Royal Furniture has allowed the customer to have one final reselection on the items that were purchased. 

  Kind Regards, Royal Furniture

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  i bought king size and full size bed frame and mattresses from royal furniture at 2019 July,then on 2021 may,i found some bump at the side of the king mattress,so i called royal furniture, they said someone will call me to set up an appointment date for their tech to come over to check the mattress,but no one ever called me back ,so i called back days later,they told me the same thing, and again no one called back,it took me 2 months, and i had to personally go back to the store where i purchased the items just to get an appointment which is one month later,then on the appointment day, the tech who came over told me this things happened a lot to king size mattress,cuz they are too big, and if you dont have a platform bed, its thing happened more often,like i was said above,i bought the whole set at the same day at royal furniture, no one ever told me king size mattress should have platform bed,which i just blame myself that i didnt do my own research, the tech also told me most of time like my situation, the company always denied the claims,and which it turned out true, i received the denial letter from royal furniture 2 weeks later,on the letter said the dent is not 1.5inches deep,but my problem was never about a dent, so i went back to the store tried to argued the result, the district manager told me he can't even find my claim in the system, in the system said i canceled the appointment, i was shocked, i drived 35mins to the store, and waited him to finished his lunch ,and was told my claim wasnt even in the system,then he told me to write down my email ,someone will email me at monday,then i can reply to that email with the picture of the mattress and the denial letter,but again no one emailed me, so i called again, the store manager told me, the company won't claim anyting that is not a dent problems,1500$ mattress has a bump at the side after barely 2yrs,then whats the point to have a 12 yrs warranty on it?

  Business response

  01/20/2022

  Business Response /* (1000, 5, 2021/12/10) */ Hello, Ms. *******, Thank you for reaching out to us regarding your dissatisfaction. We have explored the issue you have reported with your mattress. You mentioned in your complaint, that your mattress currently has a protruding side on the side wall of the mattress, which is the reason you would like for it to be replaced. Unfortunately, this bulge being present on the side of the mattress does not consequent a replacement under the warranty provided. Per the attached manufacturer's warranty corner guards are not covered. Also, at the time of the inspection, there were no measurable depressions present. For this reason, Royal has not replaced your mattress. We have also included a short list of some of the issues that Serta's Bedding warranty will not cover. o Mattresses or foundations displaying stains or soil that reasonably indicates the presence of potentially dangerous bodily fluids, blood borne pathogens or other substances that could cause injury. o Burns, cuts or tears. o Vermin infestations. o Normal change in softness and recovery time associated with memory foam and latex materials over time. This does not affect the pressure relieving qualities of these materials. 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 replacement options at this time. Warm Regards, Royal Furniture Consumer Response /* (3000, 7, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all,thanks for respond,and second of all,my mattress is not serta,it's southerland,and I knew the information I was told when I called the store,they told me the same thing,but my main point is I spent 1500$ on this mattress,and both me and my husband are normal weight,just barely 2yrs,the mattress already has bump on the side wall?i notice that bump early this year,so not even a 2yrs,I was trying to support American business,that's why I bought from this company,and this is what I get for 1500$ products?your own technician told me this thing happens a lot when you use king size mattress without a platform bed,I bought the whole set at your store,none of your empoyeee told me this information,your own technician told me I'm not the only person had this problem ,a lots of people end up with mattress like this due to the wrong bed frame,I mean is it our fault?or is your company didn't train your employee better? I was told except cut or tear,the warranty cover everything else,and now you told me the bump dosent count,so how you explain me why 1500$ product has this cheap quality?a furniture store sell furniture more than 50yrs,you can't even let us know king size mattress should be on a platform bed frame?or am I really get the bad quality one?!the answer is no one know,cuz you just use as long as it's not a dent,it's not a problem,my whole bed frame bend at the bottom after we left the mattress,so is the mattress too cheap or your bed frame too cheap?cuz last time I check both of us belong to average weight,for your information,your own technician who came my house check the mattress told me the the mattress will start to curls to the middle due to the bump on the side wall,and he also told me that dosent count as dent problem to your co-called policy,and this 12yrs warranty basically just bull****t,you omit bunch of informations during the sale,and it's our customers who has deal with crappy products which we didn't spend crappy money for it. I bought another Sutherland mattress full size for my 4yrs old,she is barely 34pounds,and I already see her **** print on the mattress,I guess it's not covered either since it's not 1.5inches deep.how cheap this mattress is? Can't even hold a 34pounds of 4yrs old child?i thought made in American mean something,my serta mattress was made in Asia,and it's still stand,and that bed also not a platform bed.I'm just started to think this southerland company has bad quality products but dosent want to admits,I thought we should be proud of American made.

• Initial Complaint

  11/11/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since August of 2020 I have been trying to get the ottoman that came with my sectional set replaced. A technician was dispatched who stated he could not fix the ottoman and that it needed to be replaced. There is support beams missing from the unit which causes it to cave in. I began sending emails asking for updates and have been lied to on numerous occasions that the replacement was enroute to my residence "any day now". Now, I get no response at all. I have paid IN FULL and this is still under warranty. See attached emails.

  Business response

  12/20/2021

  Business Response /* (1000, 5, 2021/11/11) */ Hello, Ms. *******, Thank you for reaching out to us regarding the repairs that are pending on your ottoman. We did dispatch a technician on or about 9/18/2021 to perform an inspection on the ottoman that you purchased on 2/3/2021. Upon the technician's inspection, it was determined that the ottoman's body casing would need to be replaced. This part was ordered for you on 9/22/2021. Parts normally take a minimum of 90 days to be received at our Memphis warehouse. Once these parts are received, we will be happy to dispatch a technician to install them for you. We do appreciate your patience regarding these repairs. Kind Regards, Royal Furniture Consumer Response /* (3000, 7, 2021/11/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The email I attached clearly stated this so called part was dispatched. Now you're saying within 90 days at minimum? So I've been lied to apparently because nothing has been shipped. What's the ETA/current status? If this is not resolved I may take legal action for breach of contract and the warranty. Who is your designated legal counsel? Please provide their name, address and phone number. Business Response /* (4000, 9, 2021/11/26) */ Hello, Ms. *******, The parts that were ordered for you are pending shipment to the store local to you. As advised to you previously, once parts are ordered, they are normally received within 90 days. Please be advised that the manufacturer's warranty only authorizes that repairs be made to merchandise. Due to this, we will be happy to repair the merchandise, but will not be able to provide any replacements or refunds at this time. Please feel free to direct any questions regarding shipment of your parts to our parts department at *****@royalfurniture.com. Kind Regards, Royal Furniture

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 05 July 2021 I purchased furniture from Royal Furniture in Hoover Alabama for ******** (table and 6 chairs and a sectional couch). When we received our delivery on 7/16/21, we noticed the furniture was scratched and we tried to refuse the delivery. They took pictures and then told us to keep the furniture and call the store. I called the store every day for more than a month by selecting the "pertaining to furniture already in the home option" no one ever answered. Finally I called and just asked to speak with reception. I spoke with them and they said the manager would have to approve. So then they rescheduled the delivery. They delivered another table and it was also scratched and damaged. We tried to refuse again but they said they took pictures and to call the store. This issue continued. After speaking to the manager they sent out a third table which was by far the worst damaged piece. We refused to let them change it out and they took pictures and I called the store. I left voice messages for ***** the manager and he never returned my call. I kept calling and he promised me that he would ship it to the store and replace it. He mentioned if he replaced it and We found damages he would take it back and issue a full refund. I never heard from him again. I kept calling and never reached him. Finally today on 03 November 2021, I came to the store and they mentioned he was on lunch. The receptionist refused to answer any of my questions and yelled at me saying they don't take returns. While I waited on the manager, I overheard the receptionist verbally assaulting other customers on the phone and getting frustrated because other employees (***** and *****) were both on lunch and then she unprofessionally told the customer that no one tells her anything and that she would try to figure it out. Something needs to be done about this business and it's customer service. And I need the issue resolved for my table.

  Business response

  11/17/2021

  Business Response /* (1000, 5, 2021/11/05) */ Hello, Ms. *****, Thank you for bringing this to our attention. We do apologize that you have had a less than pleasurable experience with us. We were able to speak with our Hoover management team who advised that this issue has since been fully resolved for you. We do appreciate your feedback as we will use it to continue to grow and improve. Best Regards, Royal Furniture

• Initial Complaint

  09/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered furniture in June, have been very understanding and patient with business. My husband and I decided to purchase items that were in stock due to us moving into our new home. These items included two bed sets, one dresser for our sons room, two mattresses, and one chest for the masters suite. All items of which we were told we're in stock. Prior to delivery the date was changed 3 separate times per the Trussville location. Each time it was based on the warehouse (Trussville locations words). On our delivery date items arrived 3hours late. Upon arrival my sons dresser was damaged, and the canopy post to my masters bed damaged. We were also missing our chest for the master suite. The delivery guy took photos of damaged items as well as us and stated that we needed to request for a waiver of our delivery charge due to damaged items. It took us 2 additional times to go in person to the stores location to get damaged items replaced and get a estimated delivery date on chest.

  Business response

  10/14/2021

  Business Response /* (1000, 5, 2021/09/28) */ Hello, Ms. G., Thank you for reaching out to us regarding your experience. We do truly apologize that you've received any damaged merchandise. We do understand how it could be confusing, but the time frames that we provide for deliveries are only estimates. There are times that routes may change due to unforeseen events so we encourage encourage our customers to use our online tracking tool periodically to stay updated on the day of their delivery appointments. We have spoken with and verified that the store manager, Matthew, will be issuing you a credit for the cost of the delivery. Thank you again for bringing this to our attention. Kind Regards, Royal Furniture Consumer Response /* (3000, 7, 2021/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were never aware of an online booking tool. We have still not received our chest that is now going to be swapped out for a dresser. The dresser was in stock but has not been delivered to our residence. We have received a multitude of excuses from Royal Furniture. All we're requesting is either our last item purchased or a refund.

*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. ↩