Runyon's Fine Furniture — Local services in Roanoke

Never been so humiliated and treated so offensively by a business owner in my life. The initial sale is great, yes the store is beautiful and I actually bought from them a second time but due to the customer experience by the business owners themselves- I'll never set foot or purchase anything from them again! I'd rate them lower than 1 star if I could.

Just don't call them for ANY issues/concerns or to use the warranty you also purchased. The owner's husband screamed profanities at me and called me inappropriate/offensive names before hanging up on me after their store gave me the run around for weeks for trying to use my warranty on our sectional 1 yr into the 5 year warranty. I've never in my life been screamed at in this manner nor felt more humiliated or offended by any human- and for it to happen during business hours at a local business by the owner directly about a purchase made at their store...especially after spending more than $5k on furniture at a local "family owned" business. It's a shame that this is how they choose to run their business and treat their customers. It's a complete lie when their website claims "integrity, honesty and impeccable customer service" and from talking with several of their employees- this must have happened to more than just me and I feel sorry for them.

The initial sale was great, we worked with Bo Runyon directly and felt she gave us a good deal on a sectional. 4 months later after shopping around, we returned to purchase a bedroom suite- decided on Runyon's because we felt they treated us fair and to support a local business owner. I have a soft spot because my grandmother opened her own interior decorating/furniture store (the other side of the US or else I would have purchased there) and my dad is also a small business owner. Then, a year after our initial purchase we needed to have our sectional replaced by the warranty and was lied to, given the run-around, belittled by the owner, hung-up on multiple times by the owner. I'll NEVER spend another dollar with Runyon's and wish I could forget this customer experience everytime I look at my...

UPDATE: The executive store management did everything they could to resolve these issues after this complaint was posted. Due to their good-faith effort to rectify the issues, I have upgraded my initial rating.

On March 16, my wife and I placed an order for a $2,688 ottoman directly through their website. The "What to Expect" section stated shipping would take 2–3 weeks after production—but there was no mention of how long production would take, nor was this a custom order. We reasonably assumed it would ship within a month.

Two weeks after the order, we were contacted and told the item wouldn’t ship until June—a three-month delay we were never made aware of prior to ordering. When we expressed frustration and asked about a possible discount or resolution, the logistics coordinator, Brooke, was dismissive, defensive, and unwilling to help. She refused to escalate the issue or even provide a timeline for our refund after we canceled the order.

When we asked to speak with a supervisor, she gave us the name “John Wayne” and an email address that turned out to be fake—it bounced back immediately. This only further eroded our confidence in the company’s professionalism and customer service.

We’re longtime DFW residents and chose Runyon based on the company’s online presentation and reputation. Unfortunately, the lack of transparency, poor communication, and condescending customer service left us regretting our decision. We've had far better service—even internationally—on custom furniture orders with delays, where owners took accountability and offered very generous resolutions without us even having to ask.

We weren’t asking for anything free—just honesty, timely communication, and professionalism. Sadly, we received none of that—we simply asked them to make it right for the delay, and...

My experience with Runyon' s has been exceptional! Having just moved from Chicago to Trophy Club, I needed to "freshen up" my accessories and make the house a little less traditional and more "Texas". The concierge services that Runyon's offers make this store exceptional in its customer service and attention to detail. After the initial, complimentary visit to my house, Joanna, the in house interior designer, came to my home with pieces she felt would compliment my current decor and pulled everything together with the perfect finishing touches and art pieces. She was dead on, as I purchased over 90% of her suggestions. The ability to see it in your home before purchasing was absolute genius! You can see Joanna's vision come to life. She is incredibly talented. Another great service is that for a few hundred dollars, Joanna and Greg come to your home and hang all your artwork and family photos and arrange your furniture in the best way. It's like staging for your new home, only I get to actual live their and enjoy my home at its Best! I am now a lifelong customer and am looking forward to re-designing my master bedroom with Runyon's. Their products are quality pieces, unique and interesting. The professionalism and talent inside those doors are phenomenal. I encourage everyone to experience it for themselves and, if you ever need an interior decorator, Joanna...