Roy's Furniture Co

Our experience with Roy’s was nothing short of a nightmare. We have waited 3 months now for a couch that we were originally told would be delivered in 4-6 weeks. For 3 months Mark has strung us along with empty promises and a complete lack of communication and transparency. At one point he told us that “he would follow up with us once a week for updates until we received the couch” - he did not follow up one single time in 3 months. The whole experience feels like a scam. I even had to call from a different phone number just to get them to take our call. I never would’ve imagined a local furniture store would treat us as poorly as both Mark and Johanna have, despite our continued understanding and patience throughout the process. We understand things happen, especially furniture delays in the era of COVID, but I don’t think transparency and communication is too much to ask as a paying customer. I’ll end with this- we still haven’t received the couch, and as a kicker, now have to pay an extra $175 just to get it in the door.

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.

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.

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).

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.

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).

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?

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.

We will never do business with Roy's again.

The furniture was delivered OK. The second time I sat on the sofa, the support under the cushions started to collapse. After 2 months there is about a 6 inch gap between the seat cushions and the back cushions. Called Roys immediately. Their response was, "sorry." Went to the store twice to try and talk to the manager. No interest. Manager "wasn't there." Phone calls never returned.

Roy's has a reputation for cheap yet quality furniture. I think you get what you paid for. We bought a modern couch for around $500. Looks just as it did in the showroom, however either the material is not pulled tight enough or there is not enough padding in the seat. Every time you sit down on the couch it leaves a saggy butt print. It looks awful unless you smooth and pull the seat material every time you stand up. Warning: Roy's does not accept any returns for any reasons-even poor craftsmanship!

Went to buy a piece of furniture, was told it was in stock. Paid in full. Stock was out. Six weeks later it came in. I went out of my way to pick it up at warehouse. Warehouse guy confirmed color and put it in my rented van. Took it home and opened the box. Wrong color. Asked to bring it right back they said no, not yet. Wait until the correct piece comes in. Ordered correct color. Three months later, it came in, wrong color, wrong maker and chipped all over. It has been nearly six months now and I returned the original one (I finally got fed up with no return or heads-up calls on process, etc.) No refund. Manager has no interest in making this right. Am hoping my credit card company can help me.

Out of all of the furniture stores that I went to, the quality of the furniture seemed to be more in line with the price. I did not purchase anything on my last visit but will keep them in mind. The sales person I worked with was incredibly helpful.

Very helpful sales person helped me look at sofas that met my needs for a certain size. Spoke with him about wanting leather but hearing it didn't go well with cats, and he accepted that without trying to convince me otherwise.

They have the best prices and very good selection. The staff was very helpful and found pieces for us in a magazine that they did not have on the floor. It came in on time and was just great. We are very pleased, especially with the price.

We recently purchased a remodeled farmhouse with a newly finished basement. However, we soon realized that the original 1890 staircase into the basement was only 24'' wide and turned three times. So, no couch could fit down the stairs. We went to Roy's furniture and inquired about our options. Roy's, in general, is great -- knowledgeable service, nice products, great prices. And they had the answer to our problem. A company called ''Brother's Take-Apart'' could deliver our sofa in pieces and reassemble it at the house. They literally used a saw and cut the couch frame into seven pieces on our front lawn, carrying the bits around the tight corners of the stairway. When they rebuilt it in the basement it was totally new again and absolutely beautiful. It was like a magic trick. The service provided by Roy's in purchasing the couch and the work of the take-apart service was absolutely fantastic.

VERY POSITIVE EXPERIENCE. THE SELECTION AT ROY'S WAS GOOD, THE SALES PEOPLE KNOWLEDGEABLE. THE PRICES WERE DEFINITELY LESS THAN OTHER COMPARABLE FURNITURE STORES WE HAD GONE TO. FABRIC & COLOR SELECTION WAS EXTENSIVE, BOTH FOR SOFA COLOR & PILLOWS. THE DELIVERYMEN WERE POLITE, EFFICIENT, AND ON-TIME. I WOULD CERTAINLY GO BACK.

THE DELIVERY STAFF WAS FABULOUS. THEY DID A GREAT JOB WITHOUT ANY DAMAGE TO ANYTHING. MY IN STORE EXPERIENCE WAS FABULOUS ALSO. VERY INFORMED FRIENDLY STAFF THAT LET YOU SHOP WITHOUT BEING PUSHY!!

THE OWNER IS GENERALLY PRETTY BUSY, SO YOU'LL NEED TO ANTICIPATE A BIT OF A WAIT BEFORE BEING ABLE TO SPEAK WITH A SALES PERSON. THE STAFF IS VERY HELPFUL. THEY OFFER GOOD PRICES. THE ONLY NEGATIVE PART IS THAT THE MATTRESS WAS DELIVERED ON THE HIGH END OF THEIR ESTIMATE TWO WEEKS AFTER THE INITIAL PURCHASE.

GOOD SELECTION OF FURNITURE. HELPFUL AND KNOWLEDGEABLE SALES PEOPLE. MAINLY ON-TIME DELIVERY.

I CALLED TO GET HOURS AND INFO ON PARKING. VERY PLEASANT. I WAS SURPRISED THAT THEY HAD CONVENIENT PARKING. I'D GIVE THEM A TRY, THOUGH I BOUGHT A MATTRESS FROM ANOTHER STORE.

I FOUND AFTER ORDERING THAT THE PIECE I ORIGINALLY REQUESTED WOULD NOT WORK. THEY WERE KIND ENOUGH TO SWITCH THE ORDER FOR ME, EVEN THOUGH THEY DON'T NORMALLY DO THAT.

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