Royal Furniture Company

I pick up the furniture ,I was told my account would be credit the $120.00 amount, when I pick up furniture, I signed the paperwork stating I pick it up and that the $120.00 would be taken off the account. I have called several times about this delivery charge. I left several messages for Mr.Kennedy the person who is to take care of this matter. He nor anyonehave taken care of this matter. I want the credit of $120.00 applied to my account.Product_Or_Service: December 24,2015Order_Number: XXXXXAccount_Number: $120.00Desired Settlementto credit the amount $120.00 to my accountBusiness Response The $120.00 credit was done on 12-29-15Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)The payment book which was mailed to me doesn't have that the deduction of $120.00.My payments are the same as before and the same numbers of months. I need a new copy of payments Reduction or new less months to pay. I need it in contract, a new payment book or a new contract so I can have it in writing, showing the credit was taken off. My payment book does not show a refund. If the $120.00 was taken off on December 29,2015.Why wasn't it deducted from the payment book send to me on January 6,2016.Final Business Response The credit has been taken off of the balance. It will not reflect the customers payments or payment book. The customer can call the store and get a print out of her acct mailed to here or she can go to one of the stores and they can give her a print out while she is in the store.

Company is giving me the run around regarding a refund for a table purchased online but ended up not being in stock.I placed an order 11/14/15 for a Pub Table item# WXXXX-XX+41. I paid for the table online using by Wells Fargo debit card and advised I would pick-up the merchandise at the warehouse. I went to pick the table up today and was advised they didn't have anything to do with online orders. The lady called the downtown office and got the order, which she then advised me that they did not have the table in stock and she did not show that any were on order. I asked her how did I go about getting my account credited because I wasn't going to wait indefinitely and she advised me I needed to call corporate at XXX-XXX-XXXX and speak to Kenny. I called and spoke with Kenny who said he didn't know why the warehouse gave me his number because the lady I needed to speak with was actually at the warehouse. I called the warehouse back at XXX-XXX-XXXX and asked to speak to Denise and was told she was out sick and they didn't know when she would be back. I asked who was covering for her in her absence and was told nobody. I then called corporate back and spoke to Kenny again who said he didn't know what to tell me because Denise is the only one in the company that knows anything about online orders. I advised him this was poor customer service and I thought it was awful that the consumer has to suffer because there is no one to fill in if someone is out sick. He told me that I was in limbo until whenever she returns. This is completely unacceptable and I would like my account to be credited ASAP or I will proceed with further action. The customer id#XXXXXXX, transaction id# XXXXXXXXXX for a total of $109.24Desired SettlementI want my debit card to be credited for full amount ASAP...Business Response Denise was back to work the very next day and the customers online order was cancelled.Consumer Response Good Morning,The company has issued my refund and resolved the issue. Thank you fo your assistance in this matter.[redacted]

The Lady name Susan at Royal Furniture downtown location put a 30 day late payment on my credit report with TransUnion I have proof I paid on time.The Lady name Susan at Royal Furniture downtown location put a 30 day late payment on my credit report with TransUnion also she put closed instead of paid on the credit report with my account number is XXXXXXXXX I only had 6 payments my last payment I paid with credit card like I always do online I made a payment 8/4/15 somebody called me 30 days after I made my payment and told me to come in to make my last payment because the were having problems with there online system I went in and made my last payment with cash the lady never told me I was late or it was my fault the were having problems with there system she said thank u mr [redacted] she said my account was paid in full and the will be sending me a thank you letter for having a clean excellent pay record I told the lady ok thanks no problem fast forward 4/12/16 I checked my credit report its a 30 day late payment so I called the main office downtown I spoke with Susan XXX-XXX-XXXX I told her the issue she started screming yailing and told me to call whoever I won't to call because she being at the small business a long time I told her why she failing she said because she is going off what her system says I told her well she is wrong because I logged in the system and it says all paid on time and the letter tha sent me says I have a excellent record with Royal Furniture & because of that the were offering me 20% off anything in the store she said well I can't help u & hung up . I called TransUnion a lady name Merry Jones looked at all my proof I faxed over she said she will be making a call to let Royal Furniture no if the do not report this correct or fix this issue this is a $1,000 fine each month thay reported this bad information wrong on my credit report me & my family & firends will never do business her again.Desired SettlementI [redacted] would like Royal Furniture to Delete this file off my credit report OR report it as / Paid / $0 / CurrentBusiness Response Mr. [redacted] did in fact call me, but as I explained to him, his contract was for 90 days same as cash. 1st payment being due on May 25th, and each subsequent payment also due on the 25th. His pay record is as follows: 1st payment paid May 28th....2nd payment July 2nd....3rd and final payment paid October 28th. Late charges are assessed on the 16th day after the due date of the 25th. Mr. [redacted] late charges were assessed on August 11th, September 11th, and October 11th. His contract was due to be paid in full according to his request of 90 days same as cash by July 25th. He did not pay his account in full until October 28th - surpassing his 90 days same as cash and 3 month contract (as he requested). Therefore his reporting is correct and will stand as such. Just as I have already informed him, we cannot change his reporting, we must report his payments as he pays them. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Susan is incorrect first I did not get my merchandise from u I talk to another lady in cordova tn and she never told me about a 90 day term also u did not tell me at all when I called about 90 days u had a very very nasty Attitude u never signed me up another lady also I have proof that its something wrong with your online system were I made all my payments on time after 7 months in your system still says waiting for response on my last payment even do I paid it on time thats proof there that your online payment system is old and out of date even the lady at the store at the time told me to come in to make my last payment because there was something wrong with the online system & thats what I did so this is not my fault at all this is your company fault is Royal Furniture Company by u reporting inaccurate , incomplete information to the consumer reporting agencies is against FTC/FCRA Policy which is $1,000 or more fined delete this inaccurate , incomplete information from my credit report or we will have to take this to the Local NEWS hopfully u will do the wright thing since we have proof. P.S also if I did not pay on time why your company sent me a letter saying I have a excellent record at Royal Furniture ?Final Business Response Again, We cannot change the records of the history of payments that we report to the credit bureau. We stand by our decision.

I have paid for a living room set and warranty and they won't fix my furniture nor communicate with me about it.Terrible customer service!I purchased a bedroom and living room set in April 2014.I purchased a warranty on the entire order.In September 2014 the arm of the couch broke. The repair guy came to fix it, but he repaired the broken wood with glue and stuck a nail in it. When he left, there was glue all over my couch pillows and also on the brand new chair that was next to the couch. He ripped the back of the couch open and used tacky visible staples to close it. I immediately took multiple pictures of everything. The next day the arm of the couch broke again.I've called the warehouse multiple times to complain. I spoke with [redacted],who by the way has a terrible attitude and the WORST customer service ever! She would not allow me to speak with a supervisor. After multiple attempts, she sent me to the supervisor's voicemail which I left a message. He/she never contacted me back. I asked her about just replacing the couch since it was brand new and had broken only after I've had it for a few months. She told me that the warranty is not for replacement it is for repairs. The next time I called,I spoke with someone different. I explained to her everything that was going on & she scheduled another repair. In November of 2014,two guys came to repair the couch.They replaced the wood in the arm of the couch and also attempted to scrape off of the glue that was spilled all over my couch and chair by the last repairman. It did not work!It left mini holes in the fabric of the couch. The repair men told me that they would have to order new fabric for the couch and chair and it would take about six weeks for it to come in. I haven't heard anything else from royal after multiple attempts of trying to call them. The phone would just constantly ring without an answer. It is July of 2015 and still no answer or communication.I am beyond frustrated with them and there terrible business and communication skills. At this point,I don't want them to repair anything anymore! The repair man has already ruined furniture that wasn't messed up in the first place. I just want my money back & they can have their cheap furniture back. Desired SettlementI want a refund in exchange for their furniture. I will also settle for a replacement of the furniture for something better quality and the remainder of the bill to be credited. Business Response We have invoices that the customer signed off on and accepted the repairs that were made. If she needs more repair work done then she can contact our customer service dept and schedule an appointment. All we can do is have mdse repaired unless the technician notes that the mdse needs to be replaced then we would replace mdse.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I have tried to contact them several times with no answer. Yes, you have invoices where I signed for them fixing the arm of the couch not the glue that he spilled and ruined my furniture. They tried to scrape the glue off with some type of solution that did not work (they scraped a mini whole in the couch). They said they had to order new fabric that would take 6 weeks to come in. I have before & after pictures. The first pictures were taken on 11-20-14 when the first repair man left. The last picture was taken on 12-23-14 after the last 2 repair men left. They repaired the arm and attempted to remove the glue.I don't understand why I should have to call them anyway if they were supposed to be ordering fabric. If they were ordering fabric, how am I supposed to know when to call and schedule an appointment? They were suppose to contact me. I don't understand why they are trying to basically take the couch apart instead of just replacing it! The repair man ruined it not me so that's their fault. I definitely do not accept the fact that you are going to try to replace fabric on a chair that was brand new that YOUR repair man spilled glue on! This is horrible service and the company does not value their customers. I don't want anything repaired! If you can't replace it with something better I just want my money back in exchange for your cheap furniture! Final Business Response Our policy is to repair damaged merchandise if it is repairable. Unless the technician tells us otherwise this our stance. We will be glad to send the technician out again.Final Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)I would like for the company to send the technician out again. My furniture needs to be repaired right or replaced. I have spent too much money for this furniture to be in need of repairs. Someone needs to call me with a date they can come out. Thank you once again

On feb 15. My fiancé and I went to Royal and bought a dresser. We payed full amount and delivery charger. Because was Presidents' Day, the guy helping us said he would contact the warehouse to set delivery for the coming Friday and would call us back to confirm. by Friday we didn't hear from them. I called the store and the guy asked for the purchase info but he couldn't find in the system and told me they would call me back. I call the wear house and finally got in touch with someone. She said that we're no delivery set for my order. So now delivery will be the following Saturday when we have to work but need to figure out how to be here for the delivery. I was up set and called the store back. I asked for the manager, he answer pronperly but wasn't very nice. Before telling the whole story he asked for the name and placed me on hold. Then he told me they would get back to me. That's when I informed that I had just got off the phone with the wear house and that would be next week now. He said ok then. I asked so you think that's just ok? No apologies? He said he didn't own me any apology and that I should be the one to contact the wear house. So I informed him, that his associate said he would do that and let us know. Then he corrected him self by saying is not your fault, the wear house should have contact you. He at any time listen to what I had to say, he was rude and clearly do know how to be a manager because he can't handle customers issues with a professional manner. I didnt get his name because he had hung up and I was speechless how he talk to me.Product_Or_Service: DresserOrder_Number: XXXXXXAccount_Number: XXXXXXDesired SettlementThey should pay for my delivery for make me stay waiting for them and for showing no care for me as a customers. Intead he was rude and did not know what to do when he was the one in charge and for thinking that he shouldnt at least apologize. Making me feel the one that needs to play for delivery and set everything up because they don't want to do there job. I don't expect a phone call but an email from them. Thank youBusiness Response We apologize for any inconvenience that the customer may have occurred but we delivered the merchandise in a timely manner and on the same date that was scheduled with the customer. We do not feel that any type of refund is warranted.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this apology. They never contacted me by email like requested and They delivery a week later after all happened in the first complain and they delivery our furniture way pass 3pm-6pm window given to us if that's the reason they want to give for not wanting to take any accountability.This is about the first contact we had that they are still not taking any accountability. So no, I dont agree with there short answer.

Warranty purchased, given run around and not honored.We purchased our leather sectional on 12/16/12 from [redacted] employee at Royal Furniture Gallery on [redacted]. The couch was delivered with damages. We were told to call Mrs. [redacted] at XXX-XXX-XXXX ext *. Had to leave message because she was on vacation. When [redacted] finally called back we set up an appointment. They didn't show. We scheduled another appointment and they didn't show again. Out of the blue on a Friday evening we received a call with repair man wanting to come that evening. We had tickets to the [redacted] game and told them we would have to reschedule. Were were very upset. Time passed, it wasn't that big of a deal the older the couch got. [redacted] told us the warranty covered anything other than animal damage. He stated a pen could leak on couch and it would be covered. He also used a knife in pocket and cutting it on accident as another covered damage. One day while I was vacuuming the back of the couch ripped. The the rip started getting bigger. Seat cushion ripped during cleaning as well. We finally called back and was told the issues weren't under contract. I asked for them to look at our file, that it should have been noted from the delivery. They told me I could go online, take pictures and file that way. I did. I finally received a response saying none of my issues were covered. Our couch was delivered damaged. We weren't too concerned due to the fact that we purchased extra coverage. Evidently, salesmen will tell you anything and everything to get you to purchase the warranty and then find loop holes. HOWEVER, you cannot ignore the fact that this couch was delivered damaged and no one will take the time to pull up my account, read notes, nothing. Very deceiving and poor service, as well as product. Desired SettlementI want my couch fixed. It was delivered with a problem and over time and everyday use developed other issues.Business Response We will contact the customer about exchanging the damaged merchandiseConsumer Response (The consumer indicated he/she ACCEPTED the response from the business.)Company contacted me immediately and sent someone out to take a look. They replaced the damaged portion of the couch. They were very pleasant.

Purchased recliner and the the chair emits a bad odor. Royal replaced chair. Replacement recliner has same odor that is stronger than first chair.On 9/12/2015 we purchased a recliner, stock number XXX-XX-XX. When the chair was delivered a noticeable odor was coming from chair. My husband has COPD and is on supplemental oxygen. I contacted the sales person, Amalia Estes, concerning the odor. Her manager sent repair tech to the house to smell the chair. He then had a replace chair ordered. It was delivered 10/30/2015. Royal's delivery practices are a joke. I contacted Ms Estes on 11/2/2015 about the strong odor from the new recliner. I asked they come get the chair and issue a full refund. Since the delivery/warehouse is closed on Mondays, I call again on 11/3/2015 to see when I could expect the pick-up of the recliner. She stated I had to speak to her manager. He got angry and stated there would be refund issued.Desired SettlementI would like a full refund so we can purchase a recliner elsewhere that we know would be safe for my husband's COPD. I am not asking for an exchange for the fact this was the only fabric covered recliner that met the size specs to fit the space. Business Response We have advised customer that if she is having trouble with the smell then we can either swap it out for a new one or she can go back to store and re-select for a different chair of equal value. We have sold many of this particular chair and have no issues with the problem the customer states. We have had our service tech to go to residence and he found no unusual smell.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I understand that you are not going to do anything about the chair, but someone is lying and it is not ME! No tech has come to my house about the second chair. On 10/08 two techs came to my house about the first chair. One of the tech said he did smell the odor. Maybe the smell will go away, I do not know, but one thing I do know is that this has been a bad experience. Beware of Royal Furniture.Final Business Response We will allow the customer to exchange for a new chair or select a different chair

On February 22, 2015, I paid $983.24 for a sofa and love seat. To date, the delivery is still not complete, and no one has returned our calls.On February 22 I purchased a sofa and loveseat for my sister and was told by the salesman, [redacted], that the products were in their warehouse and would be delivered quickly. I informed him that it was for my sister who is only off on Sat/Sun/Mon. I gave him the delivery address and he stated that the warehouse would be calling me with a delivery date. The warehouse called the following Monday and I gave them my sister's phone number to confirm the delivery date. Because of icy weather the delivery did not happen when promised. She was told it would be March 14 round 6 pm, instead it was 8:30 pm. The delivery was only of the love seat, which appeared to be a floor model, as the lining was hanging from the bottom. My sister was told to call the salesman, [redacted] regarding the sofa, as they could not locate it in the warehouse. [redacted] informed her that he would double check with the warehouse and let her know what the problem was. To date 3/29, he has not returned her call and no report of when or whether the sofa will be delivered. It is clear to me that the love seat was pulled from the floor and the original sofa was probably sold to another customer. The warehouse scheduler (a female) was rude and hung up the phone when my sister called inquiring about the delivery. It has been more than a month and no one seems to care that the promised delivery has not happened.Desired SettlementI purchased a NEW love seat and sofa, but a used love seat was delivered (2 weeks late), and no sofa at all. We do not want a used love seat and therefore, is requesting that Royal pick up the used damaged one and refund the $900+ I paid for the sofa and love seat. Their customer service is terrible and they do not value their customers.Business Response We are very sorry for the customer's inconveince. The original delivery was scheduled for 3-9 in which no one was at the residence for delivery. We rescheduled for 3-21 in which we delivered the loveseat and the sofa was back ordered due to overselling. The sofa will be back in stock the second week of April at that time we can deliver to customer. If the loveseat is damaged we will be glad to exchange it for the customer.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Royal's warehouse attempted a delivery on Tuesday, 3/31 without first calling to confirm the delivery with us. My sister was at work but called to reminded them that she is only off on Sat/Sun and Mon. [redacted] stated that they had rescheduled the delivery for Sat. 4/4 and promised that they would be delivering the sofa and a NEW love seat. No further communication was made until Saturday afternoon around 3:00 pm when the delivery truck arrived with only a sofa, not a new love seat. When asked about the love seat the driver said that he was never informed about a love seat. Since this is the 4th unsuccessful delivery attempt, my sister refused the sofa and asked the driver to return the USED love seat, as she had been told by [redacted] that Royal would be delivering the sofa and a NEW love seat. The delivery personnel took the used love seat and instructed her to call [redacted] and confirm to her that she was refusing the sofa and returning the love seat, which she did. Royal's warehouse personnel have continuously fabricated their deliveries. It has been more than a reasonable period of time (30+ days) to delivered the purchased merchandise. Royal Furniture does not value its customers... For this reason, we are requesting a full refund.Final Business Response I have talked to the store mgr and he will be getting in contact with the customer to make arrangements to pick up the mdse that the customer has and give customer a full refundFinal Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)On Sunday, April 19th, I went into the store and was given a full refund. It's unfortunately it took "the power of the pen" to get satisfactory results.Thanks Revdex.com assisting me in getting a speedy resolution. I will definitely NOT be doing business with this company in the future.

I have been waiting for delivery of my furniture for months. Royal does what they want, when they want to.My wife and I bought nearly $3000 worth of furniture from Royal in early November of 2014. Today is January 17, 2015, and we still haven't received everything.When we went to the store, we found what we were looking for. We were never approached by a salesperson - I had to go find one. The salesman we ended up working with,[redacted], was friendly enough.The bulk of the furniture was delivered 10 days after the purchase. I wanted it sooner, but it's the date we were given. Royal charges $100 for delivery, and they deliver it when THEY get ready. I wasn't given a time or even a time frame on when the delivery would be made. Not even morning or afternoon. I was just told they would be at my home on a certain date. My wife and I both work full-time, so my wife had to miss work to take delivery of our furniture.We decided that we wanted to purchase a third, matching piece of furniture. After nearly a week of calling and asking, I was able to purchase this third piece using my credit card over the phone. Two pieces were backordered. I had to call the store repeatedly over the span of nearly two months before someone finally told me the pieces would arrive at the warehouse the first week of December. I had to call again after Christmas to ask where my furniture was. Finally, I was told it would be delivered on Friday, January 9. Again, my wife and I were working. Again, I was not given a time, time frame, or part of the day to expect delivery.My father said he would be home that day and, since he lives a couple of miles from my house, he said he would meet the delivery people. I received an automated telephone call at 2:33 PM, which said my delivery would arrive in 10 minutes. Ten minutes! How can anyone reasonably expect someone who has to work for a living to wait around all day for a delivery, only to be given ten minutes' notice? I called my dad told him the delivery was on the way. He left and went to my house.I called him about 30 minutes later and asked him if the furniture had made it. He said he was still waiting, so I called the warehouse. The lady I spoke with said she had a call out to the delivery driver and that he would call me. About 20 minutes later, she called back and said that they were at my house, no one was there, and they left. The delivery driver never called me. She then asked me what days I was off work and she would reschedule the delivery for one of those days. I, like most working class people, am off on Saturday and Sunday. She told me the earliest she could have my furniture delivered was next Saturday, the 17th of January.I found a card in my mailbox which said that the delivery truck was at my house from 2:35 till 2:40. This, after receiving a call at 2:33 stating my delivery would arrive in 10 minutes, is totally, completely, utterly unacceptable.I called the store manager and explained to him everything that had happened since my wife and I bought and paid for the furniture over two months ago. The manager was sympathetic and told me that while he had no control over what happened at the warehouse, he had complete control over what happened at his store. He told me he would refund, in full, the delivery charge for my order, and that he would contact the warehouse to schedule delivery for Saturday, January 17.I called the warehouse this morning to make sure my furniture would be here today. I learned that not only is my delivery NOT scheduled for today, it isn't scheduled AT ALL. Here it is, the middle of January, and I still don't have three of the pieces of furniture that I have already paid for. NEVER in my entire life have I EVER been screwed around as much as I have been by Royal Furniture. If I could return ALL of this furniture and receive a full refund, I would and go buy my home furnishings somewhere else.Desired SettlementThe manager at the store on[redacted] told me to contact him AFTER I received my furniture and he would remove the delivery charge from my bill. Since I don't know that I will EVER receive all of the furniture I bought, I am asking to have the delivery charge of $100 refunded now. Additionally, I have made two payments of $100 each to the company I financed this purchase through. Since those payments were towards ALL of the furniture I purchased, and not just the pieces I actually have in my home, I want another $200 refunded.Business Response We have satisfied the customer and have given the $100 delivery charge fund.

I purchased Montage insurance with a 5 year warranty. A claim was filed on Jan 24,2016, the claim haven't been resolved and I'm getting the run aroundAcct#XXXXXXXXX,Model#[redacted] merchandise was paid with credit. the Sale assigned R. My Montage claim# PMXXXXXXX. I was told when I purchase the insurance that if they wasn't able to repair it they would replace it. I have been back and forward with them about when are they going to send a tech out or replace the furniture because the situation has been going on over 45days and no result. Montage email me asking me have I received the material or has anyone contact me and I told them I haven't heard from anyone and asked if we can just replace the furniture because I have company coming over looking a ripped furniture and they email me and said they wasn't going to put in a request for it to be replace. So I asked when the material get here because it has already been 45 days plus and they didn't have an answer. They couldn't even tell me the material was order or an expected delivery date. I have spoke with Denise @[redacted] and the store manager Mike on Winchester@ XXXXXX.[redacted] several time.Desired SettlementAT this point I would like for the furniture to be replace because as mention early. I have company at my home and the more and more they sit on it the worst it become. Me personal don't see how it can be repaired and if it is repaired it won't match the other part of the sectional.Business Response This was a warranty claim that was denied so we are going to honor the warranty. We have left customer a voice mail to contact us as we are going to exchange the damaged piece.Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)First of all they never told me the claim was denied. I have emails where they were telling me the material was order but never received. They left their 1st voice mail on 3/21@ 2:32pm and I was at work and I don't get off until 5pm and their office was close. I return their call 3/22/16. I purchase a sectional from Royal Furniture and they want to give me a section of sectional. I can't go in the store and purchase a section of a sectional. I told them that were unacceptable because you can't purchase a section of a sectional that you had to purchase the whole piece and if they were going to replace anything they need to replace the whole sectional like I purchased it. I feel like they are trying to give me the run around. When I purchase the warranty they told me if the furniture were damage they would replace the whole sectional with no problem. I feel like if they weren't going to honor their warranty they shouldn't sell it miss leading the customer to make a sale. I would like for this matter to be resolve ASAP or I would like information to contact corporate about this matter.Final Business Response The warranty is only good for damage merchandise not the merchandise that is not damage. I will use the illustration on car ins. If the bumper is damaged the insurance will replace the bumper and not the whole car. If the whole sectional was damaged then the whole sectional would be replaced, but since a portion of the sectional is damaged then that damaged portion is the only piece that the warranty will replace.