Royal Furniture Of Port Jervis, NY — Local services in City of Port Jervis

We refurnished our entire first floor. It was a great experience from beginning to end. All the furniture looks terrific! We dealt exclusively with Aubrey. She is the manager of the store and designer extraordinaire. She listened to our needs and wants and addressed them perfectly. As we went through the design process of each room with her it quickly became quite apparent that we were in very good hands. She worked very closely with my wife and me to be certain that her design recommendations were reflecting our desires. And if we brought up an idea that she felt would not be right, she never hesitated to say "No, this will not work and here's why". This is a sure sign, in my book, of someone who knows what they're doing and not just selling you anything just for the sake of selling you something! Our furniture took weeks to months to get because of the custom nature of it all and Aubrey kept us updated regularly along the way so we never had to wonder what was going on. Did I mention that she's a real nice person to deal with? Then comes the delivery and install team. The lead man, Angelo, and his very capable assistant, Luis did incredible work. They came to our home with 5 different deliveries. Never any damage to the furniture or to our house. My wife and I were very impressed.They were professional, courteous, methodical and just really nice people to deal with! As far as we are concerned...there is Royal Furniture.........and then there's everybody else. The whole Royal Furniture team is a cut above!! A big thank you to all of...

The owner and his staff fail to adequately communicate with their customers when it comes to service/repair calls. Jim, who is the owner (he would not specify his last name) then blames the customer in a very unprofessional manner and tone, passively hiding behind emails and refusing to take the customers call when the service call is incomplete and resulting in a payment dispute.

The last visit by the service technician resulted in a lot of verbal abuse and swearing from him and slamming my front door rudely as he left my house. It was quite a frightening experience and I felt threatened by the sudden unprofessional and boisterous outburst which I had never seen before. I will never allow these people in my house again and caution others to be very careful when working with them. I am writing to the BBB today also to raise awareness of the unfair practices of this retail furniture store and the lack of accountability from it’s management. I have called Jim a couple of times since the incident and he has never accepted my call. Please see the attached video which will clearly explain all of the issues with my reclining sofa which was given to them to repair. It is not repaired but damaged...

Been to this place several times to look at their furniture. Was referred by a friend. Royal has a nice selection of things for your entire house. Went during covid but was told it would take months for the furniture to get delivered. So instead we held off. Glad we did. We eventually made our way back there and dealt with Brendan again who was very nice and knowledgeable. We wanted a quality bedroom set made of real wood and he pointed us in the right direction. He explained to us about the different grains of wood and that we could even have it painted for an extra cost. Also explained the Amish crafted it and what location it would come from. Chose the hardware and easy glide self closing draws, the whole nine yards. The wood we chose (maple) was able to be painted very nicely compared to an oak where the grain of the oak would have shown right thru the paint. and it looks great thanks to his help. Delivery was flawless and the 2 men set up everything perfectly and moved it into my house without a scratch on my new wood floors. Experience was great...