Roy's Furniture

I'm afraid that Roy's is on the decline. We bought furniture from Roy's years ago and the experience was fine. This time, not so much.\r \r Most importantly, we ordered a sectional sofa on September 2, 2014. At the time, Roy’s told us it could take up to 12 weeks to arrive (November 11). However, the sofa was not delivered until February 3, 2015 -- 22 WEEKS LATER. We embarrassingly had nowhere to seat our family and guests on Thanksgiving, and we likewise had to ask everyone to sit on the floor through Christmas and New Year’s. This may have been acceptable if Roy's had any good explanation for the delay, but it had NO explanation. In fact, it steadfastly refused to provide any explanation or accommodation at all (except waiving the delivery fee, which it offered to do in December, 2 months before the couch arrived). We will never do business with Roy’s again. \r \r Here’s a little more detail. When we ordered the sofa we were told in writing -- by a sales person who left the room to ""talk to the manager"" about the sofa price on 2 occasions, as if we were at a used car lot -- that the sofa could take up to 12 weeks. That was a long estimate, we were told, just to be safe -- they really expected it within 8 weeks. We made a 50% down payment (which turned out to be a 5-month interest-free loan).\r \r Based on the 12 week estimate, we took an opportunity to have our old sofa taken away for free after about 10 weeks. Then, after not hearing from Roy's, we began calling to check on the status of the sofa when 12 weeks had passed. That's when the runaround began. \r \r We were never given a reason that the sofa didn't arrive in 12 weeks (or 14 or 16, etc...). Instead, we were asked to leave messages for the ""person who handles this."" That person was a moving target and never in the store when we called. We never got a call back without calling the store at least 2 times. The arrival date for the sofa also was a moving target -- in retrospect, it seems clear that Roy's never knew when it might arrive, just gave us a date so that we would stop calling (which we did until that date passed, repeatedly). \r \r Truly, in these circumstances, anyone would expect a store that was holding your money for almost 6 months -- while your family lived without a sofa for almost 4 of those months -- to offer a sincere apology. Roy's did not apologize, did not explain, did not offer a discount off the sofa or anything else one might expect. Perhaps because this is now business as usual for them?\r \r The final insult was when our sofa finally arrived after 22 weeks of waiting, it arrived with a black smudge (grease? dirt?) on the back of the sofa (which faces our kitchen). The delivery men tried but could not remove the stain. We are still waiting for someone to let us know how Roy's will remedy this. But, of course, only one week has passed so far...sigh. \r \r We will never do business with Roy’s again. more

AVOID AVOID AVOID, especially Diane!\r \r Rudest customer service ever! I don't even care that it takes 14 weeks to get a couch, the disgusting way this store operates is repulsive. \r \r We received the complete wrong couch, called Diane and told her, she tells us ""I have worked in the furniture industry 35 years and have never made a mistake and that all sales are final, But that I will do YOU A 'favor' and give u a store credit minus the shipping cost."" To me that is ABSURD, why should I pay shipping for a wrong item? So after 30 minutes of listening to this lady say how she is a furniture God, my easygoing fiancé just says F it and has the delivery men take the couch back assuming we can at least get the store credit Diane offered.\r \r So we go into the store a week later and find something we sort of like but just want to end this crap with Roy's and Diane, and put the worst shopping experience behind us. But of course Diane isn't working while we're there (hopefully because Mr. Roy realized she is losing business for his company). Well because Diane isn't there we can't use our store credit because she needs to process it. We call back in a few days when she is working and well looks like she decided we can't get a store credit and have to keep the wrong couch she sent us OH AND GUESS WHAT? We have to pay for the shopping again!!!!\r \r So 4 months after this whole process, I now have a couch I didn't order, and have paid to ship the couch I didn't order twice.\r \r Do yourself a favor and GO TO DOMICILE! more

DO NOT shop here! It's been four months and we are still waiting for our couch!! The response from Roy's has been horrible. They basically say they have no idea what happened. They never contacted us. We just have to keep calling. They only offered a $100 discount!! We wanted to just cancel because we are so upset with them but then we would lose $900. I regret going here and giving them our business. Never again!! Such a mistake. more

I have a feeling Roy's pays $$$$ for there standing on this website! more

I love unique furniture and accessories, but the prices are usually beyond my budget. A friend turned me on to Roy's and now everyone I know shops there! Their floor samples are always AMAZING deals. I just bought a $3,700 unique designer leather couch with recliners and lounge (floor sample in pristine condition) for $999!! They also have the best prices in town for really good quality rugs. A rug I almost bought at another store was $890 - and got the same rug, same brand for $390 at Roys. The only downside to this place is that you can't expect it to be there if you come back the next week because the prices are so good and many of their items are one of a kind. That also makes it fun to go back, though. I have also ordered items from them and never had a problem. Pros: You cannot beat the prices on unique designer items Cons: Get it immediately or it will be gone - prices are that good more

Enjoyed the selection and pricing at Roy's. However, upon ordering, it was difficult to get an exact date or follow-up for when the order would be coming in. When we received our couch the pillows were incorrect and we were told we'd receive the correct ones in 2 weeks. 4 weeks later, called in to check on the status. Rep claimed they had personally left me a message (they had not) and that the pillows were here for pickup. When asked if they could be delivered since the error was their's, I was rudely told that they cannot b/c it was the manufacturer's fault, not their's. As a retailer, I would expect them to take responsibility for incorrect orders. 10mins after my discussion, rep called me back stating he had mixed up my order and the pillow was not in. Though he was apologetic, it didn't really make up for the fact he was rude initially and didn't know what he was talking about. Pros: Good selection with good prices Cons: Bad cust. service, hard to get order status & resolve issues more

Roy's seems to have a good selection of furniture and competitive prices, however, just to echo some of the other reviews here, the customer service is poor and borderline insulting. They have a very strict no return/exchange policy that makes any purchase only slightly better than buying furniture online, which I would actually recommend over shopping at Roy's. more

I bought furniture from Roy's about 8 years ago and thought I would try buying from them again. Bad decision. They told me that my furniture would come in 8 weeks. More like 5 months!!! Thank goodness I had other furniture to use, but if you need furniture in a timely manner stay away from Roy's! When I called them after about 7 weeks to get status on my order, they told me that I would get a call back from Customer Service. I got a call back literally 3-4 business days later. They told me that due to an earthquake in China, my furniture would take about 2 more months. I was going to just cancel the order after hearing that. Well, the return policy is "NO RETURNS". However, it said something about "if an exception is made" that there would be a 15% re-stocking fee. I called to check on my order again when it was nearing the end of the 3rd month of waiting and it took Customer Service 3-4 days to return my call. This place went down hill!! I used to tell people to try Roy's over the years, but not anymore!! It's not worth saving $100-$200. Go to a real furniture store. Retailers (with decent customer service) are dying for customers these days. Pros: Competitive prices Cons: Horrible Customer Service more

Visited Roys Furniture on October 3, 2009 and purchased furniture. Given the same sales pitch as everyone else stating "ready in 6 to 8 weeks" It's been 10 weeks with no phone call. Salesman Thomas (10 yrs) stated put partial payment down and balance due upon delivery i.e. cash only. Called to check on order and given totally different delivery policy and still no furniture. Called and spoke with salesman Thomas who said "shut up and i can explain it to you". No way to treat a customer. Will go to BBB & corporate office. Pros: furniture not bad Cons: no furniture, no call, lack of customer appreciation more

My fiance and I recently purchased a bedroom set from Roy's and while I say "recently" it was actually two and a half months ago. Roy's still can't locate the set and say our paperwork is stuck in customs, with the delivery date changing every day. The latest word is that it could arrive in December. That would be 5 months to deliver a bed frame, with no apology or compensation given. We sincerely regret buying from this store, but don't want to cancel and start the process all over again someplace else since we've already waited 81/2 weeks. Really, don't shop here. There are plenty of stories with affordable furniture that can actually deliver in a normal time frame. Pros: One salesperson, Jen Meyer Cons: Furniture incredibly late, terrible customer service more

Roy's has great selection at great prices. They are very busy on the weekends. Takes 6-8 weeks for delivery, but very dependable. Bruise and dent deals on the 2nd floor. more

First, TOM (delivery manager OR Pit Bully???), he is an out right (J)*E R K. We have been reading about THIS guy on other websites but until you cross his path, you really are awaken to what it is to be empowered. What an ego / attitude! If Roy's hired him to hold off people THEN best choice ever! Pros: Location? Cons: Staff, staff, mmm, STAFF more

Roy's has awful customer service!!! Pros: Nice furniture Cons: Awful customer service more

This is the second time I have tried this place, and the second time my order has arrived VERY late. Forget that the "normal" wait is 8 weeks, my order took longer. And it was incomplete and not corrected for another 2 and a half months. I was told "too bad" when I asked for a partial refund for the trouble, they "don't do that." And to be honest, with all of the terrible service and order fulfillment problems, this furniture is very low quality. I can't stress this enough, DO NOT SHOP AT ROY'S FURNITURE!! more

I just came to look to get some ideas for my new house and these guys barely let me leave w/o buying something. more

Horrible service, horrible products...\r I still don't have all my pieces.\r It took 9 weeks for the table and chairs to come, then one chair was wobbly and the other was broken.\r Now it's been almost 3 months since my order and I still don't have my chairs. The service person, Tom, is the worst. He was actually giving me attitude, saying that there's nothing he can do, what do I want him to do? IIt'll come when it comes.I can't believe how this place stays in business.\r Cons: cheap service more

If you buy from there, be prepared not to have any questions or need assistance in any way, because you will bother the associates, while they give short, rude remarks. I placed an order and had questions about shipping and policies, and was told to look it up, while whoever I talked to hung up the phone on me. I called again, and this apparently angered whoever I was talking to, and got transferred to another associate who didn't want to answer my question, and got transferred again to someone who did answer my question while quickly ending the conversation. I guess the only reason anyone would shop here would be prices, as the rest of the process is difficult. The staff seems to be full of pi$$ed off college kids who don't want to be there. Pros: Prices Cons: Rude customer service, problems with displays more

My wife and I ordered a bed frame. At that time, they told us 6-8 weeks. I heard, going in, that they do tend to take a long time, i.e. 6-8 weeks, but my wife and I were willing to wait that long. 7 weeks comes around and I called about it. I spoke with a girl, who told me Tom (who apparently is in charge of looking up when things come in) would call me back. He never did, even after 2 days. I then called back and sure enough Tom had to call me back again. When I finally spoke with Tom, he told me he had no idea what was going on with the order, but it should be in at the end of the month (which would have been at the end of 8 weeks.) Fine. 10 weeks later, I call about it and I get the run-around from Tom, saying it should be in soon and something is going on in China with the order. I am still waiting for my bed frame! Cons: terrible customer service/people more

I came to Roy's looking for a new couch and chair for my new apartment that I wasn't moving into for a few weeks. I was very surprised at the selection of affordable pieces and ended up spending just about $1000 for three pieces (three person couch, chair and ottoman). The sales person was incredibly helpful and easy to reach on the phone when I made a change to my order. The pieces arrived before my lease started and they were able to arrange a later delivery date to accommodate my schedule. I will purchase from Roy's again! more

I recently ordered a table from Roy's. I called 4 times in the 2 days prior to my scheduled delivery to reschedule. Every time I called, my call went directly to voicemail. I left 2 urgent messages saying I needed to reschedule. However, no one ever called me back. Instead, on the day of my scheduled delivery, I received 2 nasty voicemails from Roy's saying they were outside, I wasn't answering the door, and they were going to charge me to reschedule. When I got through to the manager at Roy's later that day (an actual person - gasp), she offered no explaination why my calls were never returned. Even after I agreed to pay the $35 "restocking fee" in exchange for not being charged a second delivery fee of $90, the manager continued to be rude. She never apologized about the fact that no one ever returned my calls. Bottom line - if you buy from Roy's, you get what you pay for in terms of service. I think I'll stick w/ Bloomies in the future - amazing customer service. more