Royal Overhead Door

I’m giving two stars because the warehouse crew was friendly and helpful. John Marrall and his team understand customer service.
Unfortunately the sales team does not have that same skill set. I came to Royal to order a fireplace. After explaining and seeing what I wanted in the showroom, I received an estimate for the fireplace. After visiting a few other companies I decided to order from Royal. When I called to order I was told the fireplace would be in by the end of the week and they would call me when it arrived. When I heard nothing for almost two weeks I decided to follow up. When I called I was told the fireplace was in and ready for pickup. When we showed up that afternoon the correct fireplace was not there. A week later the fireplace arrived. When we showed up the fireplace included a liner I specifically indicated I did not want when ordering. I requested a refund and removal of the liner. The warehouse team was very kind and accommodating. The sales person was obviously annoyed I would dare to ask for a refund for something I never wanted in the first place. No apology for the inconvenience of coming out there twice. No apology for the miscommunication. I will find another company for the other fireplaces and garage doors I purchase in the future.

I have used royal overhead door for over 10 years. I recently had a lightening strike at my home and it damages my garage door. I called and ask for someone to come check it out for a repair. I was informed the part would take two days to come in and they would call back and schedule a time to replace the damaged piece. After a week no call so I called back and they had forgot to order the part but would get the order in that day. Another week still no part. A total of THREE months later the part arrived and when I called the office I was informed it’s hunting season and we haven’t been working a lot.
So if you’re looking for good customer service you might try another establishment that’s dependable.