Royal Furniture

She called a couple weeks after purchasing, and she said the foundation was squeakingSoon as she called we let her know we stand behind our productShe can return it by bringing it in, and that we would replace the foundationShe called back and said she feels the coils in her mattress alsoThe mattress she bought is not foam encasedIf it's not foam in cased you may feel some coilsWe will absolutely stand behind the box spring and the foundationWe told her we would send the mattress back for a replacement, but it will be the same type of mattressIf she brings it back we will replace it no questions askedIf she wants us to send the mattress back to the manufacturer, we will do thatThe mattress will feel the same because this is not a memory foam mattressWe absolutely want to make her happy but she will feel some coil because this is not a memory foam mattressWe are in the customers corner and happy to resolve this issue as soon as possible.?

Hello, this is a response regarding the broken/damaged leg on the table, we are sorry to inform you but our store policy does not allow returns or exchanges for any product, for this customer we have fixed the table for him times and the customer keeps damaging it over and over, the customer is more than welcome to stop by and pick up a new leg for the broken one any time he likes, we do not know how this customer used this table, it could've had too much weight on it or damaged by the customer and this dinning set was sold on may 21st here is the store number if you would like to contact us for any questions [redacted] thank you

We contacted Mr[redacted] and this issue has been resolved

hello this is [redacted] from royal furniture our sales are final no exchange or returns and for this customer she already signed a finance contract and she has to pay us a dollar difference on the delivery date.after weeks she came to the store to cancel the purchase and at that point we had to charge the 15% which is dollars restocking fee plus dollars application fee for the finance company.she said she doesn't want the mattress anymore and she wanted to get some rugs, at this point we agreed and she said she was coming back to pick the rug she wanted.after that she never came back.still if she wants to cancel the whole contract and agreement she has to pay 111$ plus the 40$ fee cash we can cancel the contractany further questions call 409-982-

The mattress he has right now has a year warranty (full/ year prorated ).If he is not happy with this mattress, we will offer him a final exchange and we will give him Serta mattress as the first mattress he purchased from us.But the mattress he has right now should be very clean without any stainsThat is the best that we can do.Thank you and have good day

She called a couple weeks after purchasing, and she said the foundation was squeakingSoon as she called we let her know we stand behind our productShe can return it by bringing it in, and that we would replace the foundationShe called back and said she feels the coils in her mattress alsoThe mattress she bought is not foam encasedIf it's not foam in cased you may feel some coilsWe will absolutely stand behind the box spring and the foundationWe told her we would send the mattress back for a replacement, but it will be the same type of mattressIf she brings it back we will replace it no questions askedIf she wants us to send the mattress back to the manufacturer, we will do thatThe mattress will feel the same because this is not a memory foam mattressWe absolutely want to make her happy but she will feel some coil because this is not a memory foam mattressWe are in the customers corner and happy to resolve this issue as soon as possible

Initial Business Response / [redacted] (1000, 8, 2015/09/14) */ We replaced all of her merchandise and are not able to continue to replace the itemsWe have done all we can for this customerThe finance company is having problems with customer making payments [redacted] General Manager

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 10713137, and find that this resolution is satisfactory to me. I would like for Royal Furniture to contact the BBB when the mattress is ordered and received. At that time I will bring my current mattress in and pick the new one up. Sincerely, [redacted] ***

Can you send me the copy of the invoice. This coustmer purchased serta mattress and after or months he came back to change it for some reasonWe did change it for him And he said he want to go with different mattress not the same onewe give him the right to chose, and he pick one
and if there's any problems with the mattress we still can change it for him, they are under warranty. Thank you any questions call me please *** ***

Complaint:
I am rejecting this response because: I want to get out of the contract because I don't have the money so I want to close the deal
Sincerely,
*** ***

Yes, if she comes in and pays $cash, I will cancel the contract*** ***

Initial Business Response /* (1000, 8, 2015/09/14) */
We replaced all of her merchandise and are not able to continue to replace the itemsWe have done all we can for this customerThe finance company is having problems with customer making payments
***
General Manager

She called a couple weeks after purchasing, and she said the foundation was squeakingSoon as she called we let her know we stand behind our productShe can return it by bringing it in, and that we would replace the foundationShe called back and said she feels the coils in her mattress alsoThe
mattress she bought is not foam encasedIf it's not foam in cased you may feel some coilsWe will absolutely stand behind the box spring and the foundationWe told her we would send the mattress back for a replacement, but it will be the same type of mattressIf she brings it back we will replace it no questions askedIf she wants us to send the mattress back to the manufacturer, we will do thatThe mattress will feel the same because this is not a memory foam mattressWe absolutely want to make her happy but she will feel some coil because this is not a memory foam mattressWe are in the customers corner and happy to resolve this issue as soon as possible.

We ordered the clips and the customer's sister came within the last couple of weeks and picked them up

Complaint: ***
I am rejecting this response because: The mattress is not firm enoughI went to your store and after spoke with James but he was rude and I asked for a refund but he refusedI asked for a mattress that is firm and was told someone will be sent out to my home to check itI went to another business and found a mattress that I liked for $I would like a mattress that is firm, if not a refund
Sincerely,
*** ***

We contacted Mr.*** and this issue has been resolved

Complaint: ***
I am rejecting this response because:
I do have the receipt for the purchase of my mattressI no longer have the receipt for
the two mattress pads that I previously purchased and that are currently on the mattress that was purchased from Royal Furniture and the mattress is double protected with the mattress pads and no stains are on the mattress that's is all broken down after months
Sincerely,
*** ***

Your furniture was financed as a special orderWhen it arrived we contacted you for delivery but you were not availableFinancing was canceled and any withdrawals were from the finance company

Complaint: 10713137I can try to get a picture of the tag on the mattress if needed.As I said, they misrepresented the name of the mattress Only if they give me original Serta mattress they said they had to order, I'll trade this one out.Sincerely,
*** ***

My name is *** and I was the salesperson involvedJoyce came in with someone and said she had a certain amount of money ($5000) and she needed bedroom furniture ASAPI showed her around and she found something she likedShe laid down on a mechanical bed and told me she wanted this oneShe
wanted the prices to be loweredI spoke to the manager about this and he adjusted it so the total came out to right around $She wanted to pay by check and I said since she wanted it delivered right away we couldn’t take a check because we would have to wait for it to clear before deliveryShe left and came back with $cashShe then called and said she had the rest of the money but no way to get to our store, so we sent an employee to her home to pick it upBefore delivery, she called me and asked if the mattress was goodI said yes, but it really depends from person to personI told her she can come down and lay on it again, but she said she had no way to get thereSo I went and laid down on the mattress and I told her it seemed comfortable but again it depends person to personShe called and said the mattress was not comfortable and she didn’t sleepI told her we had a different mattress for $more. She laid down on it and liked itShe said she couldn’t afford it and I completely understoodI spoke to my manager and said we could do it for $and we absorbed the delivery and tax chargeI never got another call from herAnd then we received this complaintThe mattress comes rolled up, but I can promise you it was not usedNo refund is dueWe did nothing wrong and we tried to make her happyIf she brings in a local ad and shows the price is $less somewhere else, then we will refund it to her