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Business Profile

RV Equipment

Royal Distributing Inc

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in RV Equipment.

Complaints

This profile includes complaints for Royal Distributing Inc's headquarters and its corporate-owned locations. To view all corporate locations, see

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Royal Distributing Inc has 4 locations, listed below.

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    Customer Complaints Summary

    • 18 total complaints in the last 3 years.
    • 10 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:25/11/2022

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Received a Black Friday sale from Royal Distributing. Said no tax and free shipping. Ordered ice scratchers that are 16" long. Reviewed the order and typed in my credit card.
      Only after it accepted my card that it showed shipping of $14.03.
      Called the representative :Albert: who stated the item was "freight" and therefore a shipping charge was applied.
      No warnings. "Freight". Is this a joke? Certainly false advertising.
      ORDER # ******

      Business Response

      Date: 27/11/2022

       

      Good morning, *******.  We want to apologize for the service provided and will have this fixed right away.  We will also be discussing further with our team here to assure better service and communication is provided.  If you could email *******@*****************.com we would like to discuss further and do our best to earn your business back. 

      Thank you

      Customer Answer

      Date: 27/11/2022



      Complaint: ********



      I am rejecting this response because of the poor service and the total wasse of my time, I was hoping a gist certificate would be in irder?



      Sincerely,



      ******* ******

      Business Response

      Date: 28/11/2022

      Hi *******, 

      I agree that it was poor service and a waste of time, that's the reason why I offered my email address to talk directly to you further and do our best to earn your business back.  We cannot issue a gift card over the BBB website but it was one of the things I was offering once we talked via email or phone. The reason for this is, I  will need personal information to ship a card to you along with phone number for the courier.  If you prefer to discuss on here we can.  I look forward to hearing from you.

      Thank you.

      Customer Answer

      Date: 10/12/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




      Sincerely,



      ******* ******

    • Initial Complaint

      Date:08/11/2022

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a pair of children’s winter boots online on October 17th, Order #5540292.
      $94.49 was charged on my credit card Oct 18th. I emailed the company Oct 25 as I had not received shipment notification. They responded advising the product had shipped and provided a tracking number that was wrong ********************. I reached out again via email Oct 28 advising them of same and didn’t receive a response. I called the company on Oct 31 advising them I still hadn’t received the product and the shipping info provided was incorrect. They said they were forwarding it to their investigation department for further review. I waited a week and did not receive any sort of response or update from the company. I called to follow up again on November 7 and was advised a shipping label had been created on Nov 1 but there has been no further update or shipping notifications from *** since that date. I explained the above mentioned order/shipment information and the previous emails/phone calls that were made. The employee was not interested in helping me or further looking into how there had been no movement on the order. The only option she gave was to cancel the order. She could not provide any reference number for the phone call/request to cancel the order. I still have not received an email indicating I have requested to cancel the order nor have I been refunded. The problem started at the point where I should have received an email with a shipment notification which didn’t happen and then the problems continued when no one was interested in helping me or following up with me on the matter. They had their payment and I feel like the company didn’t care if I even got the product, let alone if I was satisfied. At this point they have taken $94.49 from me without providing the product and have made no steps to communicate with me to resolve the issue by either resending the product or by providing a refund. Extremely disappointed in the company and their service provided.

      Business Response

      Date: 11/11/2022

      Hello, 

      We want to first off apologize for the lack of communication and service provided with this order.  I have reached out to ***, the parcel from tracking number ****************** has a claim in progress on it.  *** shows picking up the parcel 11/01/2022 from us via *** standard shipping.  At this time I am waiting to hear back from *** on how long the claim process will be, we do apologize for this and *** can help us get this resolved ASAP.  If you could email me *******@*****************.com I would like to discuss further and make this right as this should have been communicated better and faster.

      Thank you

      Customer Answer

      Date: 15/11/2022



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ********, and Brock P. from Royal Distributing has gone above and beyond to rectify the issue and I very much appreciate the time and effort he put in to ensuring I was satisfied. Because of his efforts, I will continue to shop at Royal Distributing in the future.



      Sincerely,



      ******* ******

    Royal Distributing Inc is NOT a BBB Accredited Business.

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