ComplaintsforRoyal Furniture
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Complaint Details
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Initial Complaint
03/11/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Purchased a CUSTOM sectional sofa from this store. ********* assisted me on the order, specifications, measurements etc. Upon delivery, I received a 3 seater couch. I confirmed with the delivery driver that this was not what I ordered. He said to call the store. So I do. They were of ZERO assistance and said I had to call back and speak with the sales person and they were off for the next 2 days. I call back later in the day and tell them, just come and pick up the sofa, whomever answers the phone says that the manager will call me back the following day. Thursday, no call. So I call again Friday, speak with *********, he was of little to no help. He stated that the price he gave was for a floor model couch, I asked, if you were selling a floor model then why would I be able to customize a sofa. After he argued with me, telling me I only ordered the 3 seater sofa, which is NOT a floor model so I wouldn't have been able to see that in the first place. He just kept talking in circles, gas lighting me into trying to get me to think I ordered a couch that I didn't. From there he said they would pick it up, but that there would be a restocking fee and he would call Monday regarding pick. Fast forward to today, I get a call saying his manager looked at the computer cameras and we weren't looking at sectionals. This has NOTHING to do with me. I was on the other side of the counter, I can't see what he is doing on a computer. This is an unethical business that preys on women shopping alone. They need to fix their mistake or I will take legal action.Business response
03/25/2024
To whom it may concern, ****************** ordered an ******** made sofa. She did not mention anything about a sectional. She paid for a sofa, if she got a sectional it would have been $1899 for a 2 piece. We had contacted her and followed up with her. It doesn't make sense to sell a sectional American made for $1099, what ****************** is saying. We will be losing money. There was not even one time she mentioned she wanted a sectional. It specifically says on her invoice sofa, nowhere it says sectional. She put 2 bad reviews on us, and put false information for people to see. That is not us, honesty and integrity is our number 1 goal.
Thank you
***
Customer response
03/25/2024
I am rejecting this response because: This is not accurate. If I were going to purchase a used floor model sectional, WHY would it be customized? That in itself is a lie on this company's part. The worker ********* helped me to measure a sectional, NEVER a 3-seat sofa. Essentially what has happened is this employee made a grave error and is now trying to save face so he will not be held accountable for his mistakes. However, I am out money and now a 3 seat sofa that I DO NOT WANT! I want a full refund and for them to pick their item up. Every single person there is dishonest and placing blame on each other instead of just fixing their mistake. It has been like this EVER since I reported the issue. Every attempt as resolution is failed on their part as every person says they can't do anything or that I need to call back in X amount of minutes, when I call from my phone number, they don't answer, when I call blocked they answer. Make that make sense. They are avoiding resolving this as they know they are in the wrong. Additionally, I don't know the names of their sofas, they do. So regardless of what is on the invoice, that means NOTHING to me as those are internal names, the customer doesn't see their catalog or what they are doing on the computer I ordered a CUSTOMER SECTIONAL and received a 3 seat sofa. They knew what they were doing. Shady business practices. Their online reviews are reflective of this as well. I just need them to pick up their couch and refund me my money!Initial Complaint
02/27/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
I have been dealing with this table since January I have been wanting to return it this table scratches over anything they replaced it with a new table top and well the table top came damaged again having same problem scratches and scratches keep resurfacing on the table top over anything. Also one of the chairs dropped and the hole top of the chair just fell apart. I have been in contact with *** he wants to charge me a restocking fee to get it picked up. I do not agree with that since this is not my fault I loved the set but it’s ridiculous amount for a set worth $1300 to keep getting scratched up of anything and we’ll the table top that was re-delivered was damaged I have video when they delivered it and the guy that delivered it had to retouch it with paint pen he brought with him. Anything damages the table I just did not want to be stuck with it and I do not want a restocking fee since now I would have to be out of a table and look for another one I stopped by the store but literally no one helped me out. I just want this table picked up and both us to go about our ways.Customer response
03/10/2023
Still in process they were supposed to pick up table today 03/10/23 still pending waiting for them to pick up table and credit my account.Business response
03/21/2023
Royal Furniture **** * ********** *** ****** ** ***** ************ ** **** ** *** ********
The customer purchased a table and then decided to cancel it. We went ahead and canceled it with out the re stocking fee. Even though the customer signed on our contract stating there is a re stocking fee. After that the customer came again and purchased a new table which we delivered. The customer stated the tabletop was scratched. We swapped out the table top twice, and the customer keeps scratching it. We have photos of the table before the delivery which was brand new. Now the customer is stating they don't want the table and will not pay a re stocking fee after all of this. We agreed on returning everything to make the customer happy. This issue is resolved.
Thank You
*** *****
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.