Roy's Furniture

We really want to like this place. They seem to have quality furniture at reasonable prices. We like the furniture we ordered from them in the past, so we recently purchased some new dining chairs. Unfortunately, after assembling them, 3 of the 4 were uneven. When I contacted customer service, they first suggested adjusting the knobs on the legs. Apparently, they do not know their own products well enough to know there are no knobs on these chairs. Unfortunately, they only had 2 chairs remaining in the warehouse, so it would be over 2 months before a 3rd chair could arrive. They refused to discount that chair for the inconvenience. They did assure me that they assembled the 2 chairs in their warehouse and they were both even. It took a lot of back & forth to work out a delivery time, as they didn't want to inconvenience themselves by adding an extra delivery on a Saturday (but kept asking me to take another day off work to receive their delivery during the week). When the 2 replacement chairs did arrive, they turned out to wobble. They tried to say our floor was uneven, but when I placed the 1 even chair in the same spot, it did not wobble. While they did offer a full refund, they not only tried to sell us defective products, but then tried to pass them off as not defective. In the follow-up, they continued to claim the chairs are not defective. I'll let the posted photo speak for itself. In response to their reply, I never asked to keep the defective chairs, but did communicate that we did not want to store their defective chairs for them for an extended period of time. All 7 chairs have been returned to them. UPDATE: Three weeks have passed, and I have yet to be refunded.

On July 25th my partner and I ordered some furniture. There was a piece of furniture that we didn’t need and was unnecessary, so I canceled it. It was not delivered and I canceled quickly. The problem is on their policy that the store only gives you a store credit when you cancel the order. They stated that I had buy something else. If I would have known I would go somewhere else. It’s not fair and appears from my experience they are desperate for money. Buyer beware! From looking at the receipt they didn’t even return the delivery and tax for that item. An unsold item! Buyer Beware! Underline it!!! I’ll add pictures later and on other websites.

I could not recommended Roy’s enough!!! This is the couch of my dreams and the rug goes so well. The staff are the sweetest people and so helpful. Every part of my experience customizing my couch and the delivery was beyond expectations. My couch is oversized and the softest thing I’ve ever sat on. Words can’t express my satisfaction. You will not be disappointed!

Roys has itaken the postion that the sofa that has been replaced already once again as normal. They have a delivered again a sofa that has ripples on the side of it as pictures demostrate, once again the cushions have collapsed which you sink in. After the assure me that they will replace them with new one, now Jillain of Roys has backed out of her statement " if you would like, we can replace the inserts. were you maybe looking for something a little more firm, based on photos don't seem to be defective to, but again if you would like to try and replace the inserts, I can certainly order those for you." responed I guess I needed inserts replaced. She responed again " I am sorry to hear of your experiance, I will make sure we rush order these new inserts for you." Since never heared from her in the past 4 months, I had to make a BBB report which apperently she did not like. Now they are backing away from replacing them. Now I have collapsed seat coushions that are looking like this already. I have ask them to come and sit on the sofa so they can feel when they sit and how it look. Option is open.

Poor quality and inadequate customer service. I purchased a couch from Roy’s in August 2020. After a few months the cushions began showing bumps, lines and gaps. It was so unsightly. When I called Roy’s they said there was a recall in the foam inserts because of Covid and would order replacements. Interesting, because I was the one that contacted them. Were they ever going to proactively reach out to me to let me know they sold me a couch with known defects? My replacement pieces arrived 2 1/2 months later and they told me they wouldn’t deliver them and I had to pick them up myself. At that time, three of the replacement cushions were missing, one had a rip in it and the sofa piece was dirty in multiple spots. My second round of replacement foam inserts finally arrived another 2 1/2 months later with zero improvements. These pictures are of the original defective couch and the replacement one that was supposed to have solved the issue. It’s not only that Roy’s gave me multiple defective cushions, but throughout the entire five month process they never reached out to me to keep me updated. I consistently was the only one to call or email to find out what the status was. EDIT regarding Roy’s response: Nobody from the factory has reached out to me as indicated would happen, but more important is that nobody from Roy’s has reached out to me directly to see what is happening. And to clarify, Jill from Roy’s is the one who used the word recall, not me. I think Roy’s response really supports the lack of customer service I reported in this review. No proactive follow up, continued excuses, and being nit-picky regarding the use of the word “recall.” A simple “Let’s figure out how to work together to fix this” and then actually trying to work together to resolve this (not putting everything on me) is all that was needed.