Royal Furniture - Birmingham Trussville — Local services in Trussville

I'm very disappointed in Royal Furnitures customer service from sales, office staff to management. The first time I purchased my headboard/footboard and nightstand the product and service was amazing. I wanted and raved about how amazing they were and how I'll be getting all my rooms from this location. I even sent two co workers to this location to purchase their living room set. I came back a few weeks later to buy a console table and had a polar opposite experience. The salesman was your typical used cars salesman mentality. He was rude and made me feel highly uncomfortable while there. I asked of there was a military discount and was told "No, we don't have one except on veterans day." This was very disappointing a company that is this large and has been around as long as it has doesn't support the military. I of course was still going to get the table. The salesman than tells me there is a delivery fee. I didn't have a delivery fee the first time and I told him this but he gave me half off the delivery and $50 off the table to make the difference. I was grateful he tried and still pleased. I went to pay and the lady in the back running my card refused to give me the discount the salesman promised because the total on the bottom wasn't scratched off and he only adjusted the numbers on the top of the paperwork. I decided after being frustrated to not argue and accept the higher price. I then received a table a week later that was damages. It either has glued on cardboard or it was scratched off so much that the edge looks like cardboard. I called the office and the woman argued with me it's distressed. This is clearly damaged and not distressed. I emailed pictures and called her back a few hours later and she said she was the only one there and couldn't help me but she would call me back needless to say she didn't. I then wrote an email to management and received a message back from Steve that resolved no issues, had no customer service and implied I was wrong and his staff was correct. This place is great if you want rude service and to take the risk of receiving damaged items and being stuck with it. My first delivery was wonderful, my second was horrible. I personally do not want to deal with rude staff and managers while paying $560 for a table that is damaged. Shop at your own...

I would like to say that Royal furniture has some nice pieces. My saleswoman was well knowledgeable on quality and made sure we were taken care of from the first day of our long process. Chrystal Jade Bridges is well educated in the business and in her customer service skills! Jade worked with us for hours once we finally came in to make our purchase after closing. The lights went out and she managed to work with 3 families ALL AT THE SAME TIME while systems were down and lights were off. My four year old daughter was with us and Jade as well as Mathew at the desk made sure Zoie was comfortable. For instances gave her doughnuts, juice, and access to the tv on the sales floor to keep her occupied. Ms. Jade is quite passionate in her field of work and holds Royal furniture at a high standard. The only reason I am a returning customer is because of her. I give her 10 stars but unfortunately my experience with delivery and the manager was not the best. My dresser appeared to be damaged because the delivery guys left the product unaligned and the doors would not close. Also, the delivery guys gave my tables to another customer. The manager never contacted me and I had to go into the store days later to get the ball rolling on solving the problem. The manager then informed me that he was at the mercy of the other customer (his exact words)because they were in her home. He wanted me to get the same tables from her instead of getting new tables ordered and sent to me from the warehouse I had to wait for her to give those back. Honestly I think that statement was pointless and diminished my value as a customer who actually PAID for those tables. Needless to say the manager Mr. Jeff only gave me excuses and until I made him hold hisself accountable that he dropped the ball and the lack of communication was not acknowledged. If I wouldn’t have came into the store four days later after waiting to be contacted Mr. Jeff wouldn’t have understood the lack of customer service that was displayed. The situation is still being handled but at least everyone is aware and Ms. Jade took care of my family BEYOND EXPECTATIONS! Thank you for all that you do Ms. Chrystal...

This is the third time we ordered through them. First two times everything went great no problem. So we told a friend and brought him to the store to shop there for his furniture. He found what he liked and ordered him a bedroom suite. My husband and I wanted to upgrade to a split king, so we ordered us two twin xL mattresses and adjustable bases. They gave him a delivery date of 2 weeks and us a delivery date of a month. Did not tell either of us if any furniture is out of stock or backordered or discontinued.

So our friend got his delivered and everything was messed up. They tried to give him a headboard off the floor that was definitely damaged. Then his dresser and nightstand were damaged. They then told him when he came to the store that they could not deliver furniture for exchange on a weekend. So now he has to take a day off from work to get the right furniture. Again he was not notified in advance that the furniture he ordered was not in stock.

We were given a date of may 29th. The day came the furniture is on the way. The delivery guys were great. But they delivered us the wrong base(a solid king base). When we called to get it figured out we were told that the bases we ordered have been discontinued!!! Then the manager told us we would get these other twin xl bases on June 8th. The manager was really rude and tried to talk over me the entire time I tried to explain how you need to inform customers about problems that arrive with their orders in advance so that they are more understanding when it comes to delays. Literally had to say “can I talk”. June 7th I call the store to get an estimated time of delivery. The nice reception lady informed me that she does not see my name on the delivery list for tomorrow. Tells me she will talk to the manager real quick and give me a call back. I get a call back not long after and she tells me that the manager had tried to call me on Saturday that they can not get the bases in stock and do not know when they will be in stock. So now the manager is lying about trying to call me and lied to me about getting us the new bases. We are now waiting to get our money back...