10/08/09

Terrible Customer Service, You'll Regret it!

by KMcC28

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

04/20/09

BAD Serviceand staff. Furniture 1 grade up from cork board

by wineguy

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!

Tom left us on hold for more than what was reasonable and he could not give us a definite delivery date. 6 to 8 weeks, unlikely.

Also, the delivery FEE, all over the place based on who you speak with. One person, "percentage of what you paid/purchased", another "based on number of delivery's".Negotiate delivery otherwise you have to go to China Town. Really?

Okay furniture BUT STAFF AT ROY'S S U C K!! Do not work with THOMAS AT ROY'S EITHER (sales guy). Sales guy that sells you and leaves you without answers once you pay the bill. YOU GUYS S*U C K!!!! ROY S *U C K S!!! Pay extra where you get quality with service not just furniture, cheap!

• Pros: Location?
• Cons: Staff, staff, mmm, STAFF

01/26/09

Roy's Awful Customer Service

by rfannings

Roy's has awful customer service!!!

I purchased a sofa four days before the Christmas holiday after browsing in the showroom for almost an hour. My saleswoman was very helpful and answered every question I posed. After much deliberation, I chose a sofa because of it's versatility and affordabiblity. At first, I was having difficulty visualizing how my sofa could be used as a sofa with a chaise or a sofa with an ottoman just by changing pillows but the saleswoman demonstrated how this would take place and told me all I had to do rearrange the pillows and add another if I so chose. What she forgot to tell me was that the additional pillow for the ottoman had to be purchased at an additional cost. A fact I did not find out until after the sofa was delivered!

What makes the situation worse was the manner in which this store handles the mishap. I phoned Roy's a total of 7 times ( each time being told that someone would get back to me to let me know if or how I would be compensated. I had to talk to the saleswoman, then the manager and someone would let me know what decision would be rendered (Why the manager could not investigate this matter I do not know). Well, no one called for weeks! Finally I was able to reach the manager who told me the owner didn't know how this could happen and I would have to pay for the pillow! Debbie, my saleswoman told me she could have made the mistake but she told her manager something else. If this decision was made the first time I called, perhaps I would have accepted it, but after six weeks of being given the runaround with no response from anyone I believe this result is ridiculous! I will NEVERshop here again because of the poor way in which they handled this situation!

• Pros: Nice furniture
• Cons: Awful customer service

12/03/08

Do you want an incomplete order to arrive 4 months later than expected? Then Roy's is your place!

by B23

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!!

10/02/08

Don't waste your time

by kkras

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

08/14/08

Horrible service, horrible products

by godot999

Horrible service, horrible products...

I still don't have all my pieces.

It took 9 weeks for the table and chairs to come, then one chair was wobbly and the other was broken.

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.

• Cons: cheap service

06/09/08

Disgusting Customer Service

by ChrisRobert

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

04/11/08

WORST CUSTOMER SERVICE EVER!!!

by matttim

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

03/11/08

Terrible Customer Service

by alissarm

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.

09/08/07

The Worst - Don't do business with them!

by woande03

Roy's has undoubtedly the worst customer service I've ever experienced. TAt the store, the salepeople are eager to make a sale. They do not inform you of the "No return policy." On the phone, the salespeople are extremely rude and unbelievably unhelpful. When a problem arises, the salespeople do not try to figure out how to solve it, but instead merely blame the customer. Also, it's virtually impossible to get in touch with a manager. The qualifty of the furniture that is delivered is very low. I wouldn't recommend purchasing furniture from this store to anyone! Go elsewhere - I hear Harlem Furniture is nice!

• Pros: really cheap furniture - and it shows!
• Cons: bad customer service, rude salespeople