Roy's Furniture

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

Posted 10/07/09

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

Posted 04/19/09

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

Posted 01/25/09

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!!

Posted 12/02/08

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

Posted 10/01/08

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

Posted 08/13/08

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

Posted 06/08/08

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

Posted 04/10/08

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.

Posted 03/10/08

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

Posted 09/07/07

I purchased a couch and chair my first year out of college. The fabric faded quite a bit within the first 3 years, and they delivered the wrong chair the first time around. The finish on the couch wasn't great. The prices are cheaper than "real" furniture stores....for a reason. Buy at Roy's if you only plan on keeping the furniture for a few years, or if you don't mind your furniture looking quite worn and like it came form a discount store. You'd be much better off watching for sales in a proper furniture store and buying there instead.

Pros: inexpensive furniture, in the neighborhood (if you live in Lincoln Park area)

Cons: poorly made furniture, looks poorly made after a year or two of wear, rude sales staff

Posted 09/04/07

I used Roy's to buy a number of pieces and I definitely think their quality is lacking. Most of the pieces came damaged that they seemed to use wood filler and stain to fix. I told the delivery men that the pieces were damaged and they refused to take them back and I had to call the store. They claimed it was dirty and just needed to be wiped down with water. I did wipe the furniture down but the delivery men drove away very quickly before I could stop them. We had just moved into a new house and had a lot going on. I pretty much had to jump through hoops to get them to do anything and I gave up after countless e-mails and phone calls. It was obvious my conversations with them wouldn't go anywhere. I think the furniture is sub-par in quality and I look forward to one day replacing most of the pieces with quality furniture.

In addition to the quality, the delivery time was astronomical and trying to get anyone to help you at the store is a joke.

I would recommend this store to a recent grad that is renting in the area but not for permanent home owners! Just make sure you shop there 6 months before you need something delivered.

Pros: inexpensive and cheap

Cons: poor quality and poor customer service

Posted 09/03/07

I am proud to say that I have ordered quiete a few items from Roy's Furniture. Everything has been great...especially the service and the delivery time. One of the salesmen, Jerry (who looks eerily similar to Will Ferrell) is very helpful. Another time I was there, I also had another salesman, Thomas Sock help me. He was very knowledgeable and answered every question with great insight. The only time I called Roy's, I was helped by a lady named Stephanie Mark. She was extremely helpful and had a warm sense about her. I totally enjoy Roy's Furniture and have told everyone I know to shop for furniture there! :-)

Pros: Service, Parking, Delivery, Stephanie Mark

Cons: Absolutely NONE!

Posted 08/20/07

I went to roys to purchase some furniture and was looking for a new livving room and bedoom set! I was looking to spend somewhere between 2500 and 6000, I had this gentleman Jerry Vasey helping me! What a rude non helping employee. Every time I was trying to show him something I was interested in and another customer would walk by, he'd say hold on one sec and go and start helping them. This happened with about 5 or more other cutomers and then I got fed up!! How rude he was to sit there and what he seemed liked was a customer hog who couldnt help one at a time or even finish one person at a time!!!!! So I left and will never go back because of this one guy!! He diffinatly needs to learn what customer service really is!!!! So I wouldnt recomend him if you do go in there, But Ill never go back cause of him!!!!!!!!

Posted 08/18/07

I purchased some furniture last year from Roy's. One of the items needed repair. I found the service experience at Roy's to be disappointing. They have not been able to coordinate parts and servicemen. As a result I have wasted several Saturday mornings waiting to have this fixed. This should be a simple repair and simple project to complete.

Pros: Low Cost

Cons: Long wait times for initial delivery and service

Posted 07/02/07

I bought a table and matching chair sfrom them. They delivered within 6 weeks with the incorrect chairs. After spending lots of time on hold I was told that they did not have the matching chairs. I waited 3 months to find out the provider did not have them in stock. No one ever followed up with me I had to call them. Finally decide to take the ones on display only to have the wrong chairs delivered. Again the store manager never called me back.
No customer service at all.They simple don't care since they got their money.

Posted 01/15/07

Would not recommend this place, had an unfortunate experience with Roy's. After waiting 7+ weeks for my sectional couch (paid for completely up front), the factory left a piece "off the truck". I was not notified in advance, the couch was delivered to my home (as is) when I was at work, incomplete. Just not great customer service- when I called to figure out what the situation was that evening, it was obviously not a priority to resolve the issue. Not only did the missing piece not appear for another 18 days, they didn't take any responsibility, and were obviously more incentivized to get the next sale, as they had already charged my visa.. It was just a bad situation. My advice would be to leave a solid 10 weeks after you order before you expect the item delivered, if you have this kind of time then perhaps the savings is more tolerable.

Posted 12/20/06

A lot of people are reviewing this store, but I have a feeling most people reviewing are very young. After you've bought furniture a few times, you can see Roy's for what it is.

Roy's is crammed full of stylishly designed furniture. The quality of the upholstered furniture is good for low to mid range furniture, most of it is Rowe (which I highly recommend). But overall, it is an entry level furniture store. You may find something that looks like a higher-end brand (Room & Board, C&B, PB, Ethan Allen all make their own furniture and their designs are proprietary), but it isn't. Lower priced furniture lines "knock off" styles from the higher quality brands. It's all in the quality of materials under the fabric that makes the price difference and you can't see that in the showroom.

Add to that the HORRIBLE customer service (I waited 1.5 hours to get a salesman to talk to me, then after talking to him for 2 minutes, he walked away from me mid-sentence) and you really get what you pay for. The "all sales final" policy is just not good business. If you stand by your product, you should have some kind of refund or credit policy. If you need a lot of furniture for no money, this is your place, but if you can pay a bit more, there are better quality options in Chicago.

Pros: Cheap

Cons: Really, REALLY bad customer service, all sales final policy

Posted 09/03/06

My daughter and her boyfriend bought all of their furnishings for their homes at Roy's. I am a designer and my daughter passed on my discounts to chose everything she wanted at Roy's. Delivery went well and the products are a very good value. We have recommended the store to many friends, some just starting out and some replacing a few old pieces of upholstery. The selection is great, it's a treasure chest of a find and it has parking!

Posted 08/06/06

If you want furniture in a reasonable amount of time, DO NOT go to Roy's. They have the worst communication with customers and it takes forever. It has been 13 weeks and I still haven't received my 2 couches. Do yourself a favor and go somewhere else. Run away from Roy's.

Pros: Cheaper than other stores

Cons: Horrible customer service/communication. TAKES FO

Posted 06/18/06

My wife and I looked all over the city form downtown to the suburbs.Ican not say enough about this place for price quality and selection it simply can not be beat.DO YOUR SELF A FAVOR AND GIVE THEM A LOOK.

Posted 06/09/06

Bought a bedroom set a couple of years ago that is still in fantastic shape despite years of use. My girlfriend and I have been in frequently ever since. The furniture fits the contemporary look of our condo without breaking the bank. Cant beat the location...and everyone on staff has been nice and accomodating. Cant say enough...stay away from the department stores...stick with this neighborhood gem.

Pros: Price, Location , Quality

Cons: parking

Posted 05/30/06

Don't buy from Roy's unless you want to wait 3 months for your furniture!
Customer service on the phones are TERRIBLE! Can never talk to a person and no ones knows anything once they have your money! STAY AWAY!

Posted 05/29/06

I bought a couch and coffee table from Roy's nearly 3 years ago and was nothing but satisfied with my experience. Both pieces have worn extremely well -- like brand new. I had no problems with delivery whatsoever. I have recommended Roy's to several friends who've only had great experience. They have a nice variety and it's fun to walk through their showroom as it is creatively and well-presented. Even my boyfriend enjoys heading to go check out Roy's from time-to-time.

Posted 10/19/05

We've bought a sectional sofa and a sofa table (two separate purchases) and had similar experiences both times. With the sofa, we were able to find an associate after a little hunting (easy to understand as it was busy and the facility is HUGE), he was very helpful and told us everything we needed to know. Got the sofa when they said (4-6 weeks, I think it was about 4) it arrived intact and in great condition. The delivery crew even helped move the old sofa out. The price was FANTASTIC. The only difference in the table experience was that shipping from the factory was delayed another month. No big deal though - we weren't in a hurry.

If you want a good price for good quality furniture and aren't in a rush - go to Roy's.

Pros: Price, Quality, Selection

Cons: Parking, Wait Time, Service

Posted 10/18/05

I received my couch with pull-out mattress, leather chair and ottoman, bookcase, and bar stools within about 8 weeks of ordering (6 weeks until the warehouse received them; 2 weeks to schedule a delivery), which I thought was perfect since they tell you 6-8 weeks. I am quite pleased with the furniture itself, but my favorite part is the price! I got all this stuff for $2700!

If you're looking for great service or extensive variety, take your money to a place where they'll charge you 5X the price. If you're looking for quality furniture at a fair price, go to Roy's. You won't regret it.

Pros: Great prices, Quality furniture, Parking lot

Cons: Poor service, Delivery difficult

Posted 10/17/05

I read the reviews and went against everyone's advice. Although Roy's staff are very friendly while in the store, they wait to mention that all sales are final until after you've chosen your furniture and already envisioned it in your home. The reason for this policy is probably due to the fact that most customers are unsatisfied with their service after they exit the door. Roy's never called me to let me know that my furniture arrived, and when I finally called them to find out when it was coming in they told me the wait to have it delivered would be another two weeks. If you are in no hurry they have great stuff, but once they have your money they are out of the picture. Very rude staff on the phone when trying to schedule a time to deliver as well. Go with someone else. We should have.

Posted 10/10/05

I was wary of Roy's, too, after all of the negative reviews. I had searched every furniture store in Chicago and the suburbs and still couldn't find what I was looking for. A friend had told me that her experience was pretty good, so, I went to Roy's. I found a few different sofas I liked and decided to take the plunge. I ordered a very reputable brand--the same brand of furniture that I was replacing, which I had purchased from Marshall Field's 8 years ago. I couldn't believe the price! I was told 6-8 weeks and it arrived in 7. The delivery was on time, nothing was broken and the sofa and chair were beautiful. The throw pillows, which you get to choose any fabric for, were not of great quality but those are easily replaced. I will be going back....

Pros: Huge selection, Helpful staff, Phenomenal prices

Cons: Parking is iffy

Posted 09/20/05

After reading most of the reviews on this site, I was hesitant to purchase anything from Roy's, but I was desperate. I was not disappointed. The variety is wonderful, the prices are extremely reasonable, and the staff is knowledgeable and friendly. I received both my table and couch early and without a hitch. I will be returning to Roy's for all of my furniture needs and would recommend it to anyone.

Pros: Inexpensive, Great variety, Brand name

Cons: Scarce parking

Posted 09/07/05

We searched all over this city for furniture, from big names Like C&B and PotteryBarn, to smaller stores. No body beat the service, price and quality we got at Roy's. We furnished our living room, kitchen and more. Entertainment unit with flanking bookcases, coffe table, end table, couch, love seat and reclingin leather chair, all great quality, comfort. All told it was just under $3000. Our bedroom set of one dresser, bed and desk cost more at C&B. You chould go to Roy's!

Posted 08/16/05

Yes, selection is great and furniture is quality, but I still haven't received my furniture. Ordered a couch & Loveseat and was told 6-8 weeks. Its been 12 and still no sign of the furniture. They are "having problems with that model" at the factory. It will be at least 3 more weeks for the frame and 3-6 from there to put on Fabric (I didn't even special order). Unfortunately, we thought this was a reputable store and paid 100% up front. Sales staff could care less about helping us out or letting us know what is going on. Won't call back with updates. Do yourself a favor and stay away. If you decide to actually purchase anything, don't give more than the required amount up front to at least have a little leverage when you are bent over by Roy.

Posted 08/11/05

I bought a sofa there in 1998 and am still totally happy with it. Roy's was the only place that had anything close to what I wanted: unique, colorful, sleek, the perfect "single woman's sofa" AND affordable. Everywhere else had boring chunky things. It has a delicate fabric and I have to be careful about cleaning it, but I'm still glad I bought it. Now I'm back for a matching coffee table. It'll take 6 to 8 weeks, but I'm happy to wait.

Pros: inexpensive, customer service, variety

Cons: little in stock

Posted 08/11/05

Great shop. Staff was great. Selection was great. Eclectic. Fun to just wander through. Reminded me of another shop called Brandons. In line with my personal tastes. Prices excellent. - Oddly, some things are identical or REAAAAALLLY similar as Domicile only around 20% less. Waited 8 weeks for a piece and was damaged. THOUGHT it was delivery people till I realized the people who put it together overtightened a screw, bent the wood and caused it to splinter. They took off a bit for my trouble. Still love the piece.

Pros: price, variety, quality

Cons: delivery time, damage risk, cramped

Posted 05/12/05

Although it's very exciting to find a decent piece of furniture at a fair price in the heart of Lincoln Park, it is even more discouraging to get awful customer service along with it. Roy's charged my furniture to my credit card 2x and without my consent. I've been calling for 5 days now, and hopefully the problem will be resolved. Forget about relying on your salesperson to help you, let alone finding a manager on duty after nearly a week. I guess you do get what you pay for.

Posted 04/17/05

great furniture, great prices. but the piece i ordered--they didn't get it right until the 4th delivery. brought broken pieces, had to keep re-arranging times for me to be home. terrible inconvenice though enjoy the piece now.

Posted 03/13/05

I recently ordered & paid in full for two end tables from Roy's. When delivered (7wks.later)they were the wrong ones! I contacted the store about the problem was informed that not only were the wrong end tables ordered, but the actual end tables I wanted cost twice as much as the ticketed price! The owner, Roy (a very arrogant & RUDE man with no business savvy at all!), said that they would not honor our purchase agreement! I was told "a child must've switched the tags" (even though the tag was tied to the handle of the end table!). The manager even said "Stuff like this happens every day, it's not my responsibility!" The sales woman never checked to make sure that the item she was ordering was the item we wanted. Please learn from my mistake & AVOID this place like the plague! Nothing good comes from Roy's.

Pros: Not a thing

Cons: Rude manager & owner, incompetent staff, wrong order!

Posted 02/28/05

Roy's is great! I bought a couch, chair and ottoman here and spent less then $1100 for all three pieces. Was told it would take 6-8 weeks and I received my furniture in less then a month. The staff is friendly and helpful. I will continue to shop here and recommend it to my friends.

Pros: Inexpensive, Helpful, Quick Service

Posted 01/09/05

Roy's has a great selection of nice furniture at reasonable prices, that is what first attracted me to the store. However, 14 weeks after ordering my couch I still have not received it. I never received a call telling me it would be delayed. I asked for my money back and they responded with, "Sorry all sales are final."! I never got a straight answer from anyone when I called. Seriously, go somewhere else...spend a bit more money and get some furniture in a reasonable amount of time!!

Posted 09/26/04