Royal Furniture – Downtown Memphis

Purchased furniture which was excellent. Purchased mattress that after 2 months began to sag in the middle. Took 9 months to finally get them to replace it. 2 months into replacement, the same issue began and although I was told the mattress had a 12 year warranty, they stated once the mattress was replaced the obligation was complete. Never buy from them again!

My husband and I purchased a king bedroom set from this Royal Furniture Location in June. The set was found in their upstairs bargain section and included the king headboard, foot board, box spring and mattress, nightstand, dresser and chest with mirror. Obviously we were concerned that it was a used piece since it was found in the «bargain bin» if you will. The salesman assured us they did not sell used mattresses and a new mattress and box spring would be part of the $ 1500 price. We were quite happy with our purchase and our salesman was fabulous. They were scheduled to deliver the next day, but customer service gave us some problems on the phone when calling to schedule the actual time. The lady we spoke with was extremely rude and when my husband told her we would cancel the order if it was not delivered when promised she said, and I quote «I really don’t care what you do sir.» Now, I’ve worked a lot of customer service positions in my time, and this is never an acceptable way to do business– even if that is what you are thinking you NEVER say it out loud. Luckily, the salesman gave my husband his personal cell phone so he called him and quickly got everything resolved.
The next day, the set was delivered as promised. I returned home from work eager to see our new bedroom with a startling surprise. My husband, being a man, had not fully inspected the pieces. In fact, he immediately made the bed with the new sheets we got– bless his heart. When I pulled the sheets back to look at what brand of mattress they gave us (it was surprisingly comfy for a free mattress) I noticed a huge urine stain in the middle of the mattress. The sides were scratched and frayed pretty bad and the entire foot of the mattress was black where he had assumed the delivery men had dragged it on the truck. But, NOPE! This mattress was used, and not only was it used, it had a urine stain on it. I quickly did some research and found out that it is illegal to sell used mattresses in the state of Tennessee and if you do sell them they have to be properly sanitized and bagged and tagged. This mattress had none of the above.
Long story short, we got the run around for the better part of the next day, and after the manager hung up on me twice (he offered to allow me to purchase another mattress from them as a solution) my husband called and had a few choice words. They eventually picked up the pee mattress and gave us a brand new free mattress and box springs. I reported them to the BBB and their response was that they replaced the old mattress. Yes, but the problem to begin with was you sold a urine stained one.
Regardless, our salesman was a wonderful guy and the bedroom set is gorgeous, it was cheap and although I had someone else’s urine in the middle of my bedroom for a day and a half, the problem was resolved and we are happy. I will not ever purchase furniture from them in the future. In hindsight, I am glad the mattress had the urine stain, had it not we would be sleeping on a used mattress right now none the wiser.