Review Time
Our experience with Royal Design has been extremely frustrating and disappointing. We received a lamp with a manufacturing defect that made it impossible to properly assemble. Despite clearly explaining the issue and providing multiple photos, Royal Design repeatedly blamed us for the defect, even though the problem was present upon delivery.
For more than a month, they have shown no genuine effort to resolve the issue. Emails were ignored for days at a time, and no practical solution was ever offered. Their customer service has been unresponsive, dismissive, and unhelpful throughout the entire process.
It has become clear that Royal Design is not willing to take responsibility for defects that exist at the time of delivery, and they consistently ignore consumer rights. As a result, we now have no choice but to engage a lawyer to enforce our legal rights.
A truly awful, awful experience with Royal Design. We purchased a table in November. It arrived damaged in December. We reported the damage upon receipt. Royal Design were unable to offer a replacement table, so we asked for a refund. We have still not been refunded, despite repeated chasing. Their customer service and refund teams are very hard to get hold of and unbelievably slow to return our money. Earlier this week, they told me it could still be two weeks or more due to a backlog they are working through - having previously told me it would have been paid by now. I cannot recall a worse customer experience than this. Looking at others’ messages on Trustpilot, one wonders if they are in financial difficulty and simply do not have the cash to pay customers what they are owed?Having exhausted all efforts to secure a refund with Royal Design, I will be contacting my credit card provider next week to see what they can do and lodging a complaint with Trading Standards.
Worst Customer Service I have experienced! I have been trying to get into contact with the Support Team since January 5th because the carpet sent to me is blotchy, bad quality and does not match the measurements stated online. I just want to return the carpet and need a return label or some sort of instructions to send it back.I can‘t reach anyone via phone and the chat only provides a Chatbot which doesn’t understand my problem. I have sent numerous emails and last Friday someone finally contacted me about a lamp?!?!? I mailed back of course and now I’m not receiving any answer - again. This is quite ridiculous and very annoying for me as a customer. I will not purchase anything from Royal Design in the future!
Our experience with Royal Design has been extremely frustrating and disappointing. We received a lamp with a manufacturing defect that made it impossible to properly assemble. Despite clearly explaining the issue and providing multiple photos, Royal Design repeatedly blamed us for the defect, even though the problem was present upon delivery.For more than a month, they have shown no genuine effort to resolve the issue. Emails were ignored for days at a time, and no practical solution was ever offered. Their customer service has been unresponsive, dismissive, and unhelpful throughout the entire process.It has become clear that Royal Design is not willing to take responsibility for defects that exist at the time of delivery, and they consistently ignore consumer rights. As a result, we now have no choice but to engage a lawyer to enforce our legal rights.
Be very careful! 'The customer exists to service the company/Royal Design' - and unfortunately not the other way around clearly Royal Design is that company! Find another place/website than Royal Design to buy the product you want, is our recommendation! I greatly regret that we did not check out the company and its customer policy before we jumped 'on'. Complicated return of goods, many requirements are made in the return information before a purchase. The goods you return and especially the packaging, must be in almost better condition than when you received them, otherwise they will deduct the credit. Almost impossible (- and in line with PostNord's customer service) to get in touch ... provides the wrong phone number on the website, standard/copypaste answers to slow emails. Despite a Swedish company that sets up Danish text, Danish is not spoken - refuses anything other than English or Swedish. Keeps the customer in emails with 'no-answer' replies. Holds back the credit for several weeks. Allows themselves to refer to 'holiday rush' despite goods purchased and returned in start/mid-November. Does not take our dissatisfaction seriously withholding (a large) amount - but sends a sudden email (in the same email thread) asking us to give them a number of stars for a good experience - rather arrogant. It is only when we point out that we intend to file a complaint with euro.consumer service (and text in English) that Royal Design responds with information that they have taken possession of our product, etc. .... BE CAREFUL!
I ordered one chair and a few other items, the delivery was delayed by 3 weeks because the chair was not immediately available. Yesterday I finally received the package - without my chair. No information before, no contact from their side.. just like nothing happened - no chair there. Paypal payment is not adjusted - it seems I should also pay for that chair now. One product I ordered is not as described and I would also love to return it and it seems I must then pay 19 euro fee for that 🤣🤣😱😱 UNBELIEBABLE Yes I paid by PayPal and will open a dispute there, apart from the time waste the problem is I still need that chair and the price which was there in other shops for Black Friday is not there anymore.. so I can’t buy it anymore at this price
I recently ordered a vase from this shop and was very disappointed with the experience. The item arrived damaged — a piece of glass was broken off along the rim of the vase. I contacted customer service expecting a straightforward return and refund. Instead, I was informed that I would have to cover the full return cost of €19 because, according to the manufacturer, the vase is “supposed to look like this” due to being mouth-blown and that this was part of its “charm.”I found this response extremely unhelpful and dismissive. A clearly broken item should not be justified as intentional craftsmanship. Being asked to pay high return fees for a faulty product is unacceptable.This experience has unfortunately left me with a very negative impression. The customer service was unprofessional and uncooperative, and I do not plan to order from this website again. I hope the company reconsiders its policies and approach to customer support so others do not encounter similar issues.
I purchased a set of 3 Rice children’s toy boxes in November with no notification of delayed delivery at time of purchase. When I enquired with customer service, I got a very slow response that they were actually not in stock and they would be arriving next week. I then didn’t get any update for a few weeks and finally chased and got told they wouldn’t actually be in until February now. I’ve asked can I switch to a design that is in stock and have received no reply. Slightly ridiculous and disappointing but it looks like a lot of 1 star reviews lately with similar issues.
I ordered a Flowerpot VP13 floor lamp on August 20th and received it broken – the metal stems are too short, so the shade can’t even be mounted. On top of that, the lamp seems bent forward (though that might just be poor design).I contacted RoyalDesign support the same day. No reply until September 7th – almost three weeks later – asking for pictures of the packaging, even though I had already sent a video of the defect in my first message. I sent the requested photos on September 10th. Then silence again until September 20th, when they finally said my case was “now being processed.” Unbelievable.Today, October 6th, I received yet another message asking for more photos — this time of the bend — even though that’s irrelevant, since the lamp can’t be assembled in the first place.The whole experience is absolutely insane. It’s been a month and a half, and nothing has been resolved. I’ve been a customer many times before, but this was definitely the last.EDIT: It's quite fitting that RoyalDesign is very quick to respond here (with no solution at all) but is taking 3 weeks+ via email
I placed an order and was made to believe for two full months that the item would be delivered, even receiving a specific delivery date. I planned around this. Just days before the scheduled delivery, I was informed the item wasn’t available at all — and likely never was, according to another retailer. This caused significant inconvenience and could have easily been avoided with honest communication. I genuinely don’t understand what this company’s business model is supposed to be.
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