Royal Furniture - Birmingham Hoover — Local services in Hoover

My wife and I purchased a dining table with chairs, china cabinet, and a sectional sofa from Ian at the Royal Furniture in Hoover on Saturday 8/12 and set up delivery for Friday 8/18. When the delivery person was carrying our sectional upstairs, he was perspiring profusely and soaked the console with his sweat. When I mentioned it to him he told me "well, It's 100 degrees with humidity, what do you expect?" When we called the store immediately after the drivers left, we were informed by the Store manager, Jeff in Trussville, "It's microfiber, it absorbs liquids." It was only after we told him "yes, but it is with his bodily fluids, not ours" did he decide to offer to exchange the console. We decided on Saturday 8/19 (well within the 3 day return policy) that we no longer wanted the sectional, and went to the store and spoke with our salesperson, Ian and informed him that we would like to return the sectional. Ian told us that they could not refund us until they received the item back at the store(we understood, it made sense). A few minutes later, Ian informs us that we need to talk to Ken, the store manager, on Tuesday regarding returning the sectional. Today, Tuesday 8/22, my wife goes in to the store to speak with Ken. Ken informs us that Royal Furniture does not do returns, only re-selections, and we can pick out something else of equal or greater value. We were not made aware of this ridiculous policy by neither Ian, nor was it on the sales contract. Per Royal Furniture's company policy on their website, it states the following:

Can I return my merchandise?

There are times when furniture you see in the store just isn’t right or doesn’t fit your space. At Royal Furniture, we understand this, and we want to make such returns as easy as possible.

If you return your purchase within 3 days of pickup or refuse due to size or color at the time of delivery, we will authorize a reselection for something you prefer or issue a refund. Any refund may be subject to a restocking fee of up to 20%.

Royal Furniture does not authorize reselection or refund for:

Bedding (including pillows and mattress protectors) Special Order Merchandise Delivery Charges

Ken proceeds to tell my wife that they don't do a restocking fee in Alabama (not a stated company policy). Per other reviews on this store, I see that Ken's poor customer service and management is the common denominator in every 1 star review. Needless to say, we will NEVER be purchasing any furniture from Royal Furniture and will share this story with EVERYONE we know and/or come in contact with, which includes thousands of people via Facebook, Twitter, and Instagram.

Update 8/25. I have left 3 separate messages for Mike Speros and have yet to receive a phone call. We would like to resolve this issue as soon as possible, but it appears that Royal Furniture has no interest in doing so. I left a message for the owner, Richard Haber, today, hopefully he will rectify...

I found exactly what I was looking for at a fair price but the shipping/delivery and communication with the store was not, at all, up to par. My furniture was damaged on delivery and I called the same day and spoke to my salesperson who told me that my replacement unit would be delivered on Saturday the 20th. When I didn't receive the automated call about the delivery, I called the store. Despite calling the store within business hours the phone still said the store was closed. After multiple attempts and filling out the web inquiry form and calling the shipping warehouse multiple time (no answer) I finally got through to my sales person who told me that my order was never put in the system and wouldn't be delivered that day. She then said that all her trucks were tied up until the 8th of July. I explained that I have now had my dishes sitting in my living room for 3 weeks and now would have to continue to do so for another 2 weeks. She told me to go ahead and put my dishes in the damaged one to which I responded by saying that I would then have to remove them all again when the replacement unit arrives. This has been a most-frustrating process and I have now decided to simply keep the damaged item much to my dissatisfaction. Then the manager reached out after being on vacation during this time because he was responding to my web inquiry and offered to deliver the replacement sooner or said I could keep my damaged piece for a discount. I opted to keep the piece and asked for confirmation that a new one would not be arriving. No response to the email or voicemail I left. With all the ways out there to communicate, I expect more. Unfortunately, I don't think they will be getting my business or recommendation...

Purchasing they were like the "good hands people". (No problem) sales person I believe her name was Julie did a fantastic job, very patient put up with all my questions and talked me into buying an extended warranty.The. One of the handle broke on the dresser drawers. First thing I could not get Hoover to answer the phone had to call Trussville to get the protection company telephone number. I sent a picture of the broken knob and they said they need a picture of the entire dresser. I do not understand. You can look @ the picture and see the item is in good shape. I called the Hoover location after tries to get them on the phone. The receptionist referred to a very rude person who said he was the"manager" and told me they had to see if the furniture had been abused. That what I don't understand because that's why I brought the warranty. He compared the furniture to a "car warranty" which is no comparison. He was talking fast and loud to me.l am not a child and do not appreciate being talked to like one. When I read my protection policy it read like it was a simple process and when I talked to the warranty department " they said send a picture of what was damaged and that's what I did . For all the money I paid can I get a placementhandle for my dresser and if possible I would like to buy out of my warranty contract. because I do not appreciate his customer service that he showed me today. Have the same customer service you showed me when...