Royaldesign (royaldesign.com) has a 3.7 out of 5 rating on OK.one, based on 200 user reviews collected here. It is listed under Home & Garden and its reputation is mixed. Opinions are polarized: 67% rate it 4 stars or higher while 27% give 1 star; The business has replied to 100% of negative reviews; 37 of them were added in the last 12 months. Last updated 2026-08-28.
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 below, 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.
Reply from Royaldesign2026-02-16
Hi!
Thank you for your review.
We are sorry that your experience did not meet your expectations. Your return will be processed as soon as possible and a refund will be issued. We appreciate your feedback.
Wishing you a wonderful day!
Best regards,
RoyalDesign
While they sell on Amazon one assumes Amazons great return policy. Do not!! They had pictures of a product that was not accurate so I had to pay and insure to send it bk with their error not mine!! Horrible. Will not refund the entire amount. Do not buy!! They made me pay and insure the lampshades for $30 on $150 lampshades!
Reply from Royaldesign2026-02-06
Hi!
Thank you for your review.
We regret that your experience did not meet your expectations, and we appreciate your feedback.
Wishing you a wonderful day!
Best regards,
RoyalDesign
Appalling customer service - incorrect delivery times on line
Although registered as a UK company with a UK website the delivery is coming from Sweden so when you pay £18 extra for fast delivery the website say going to shipping in 1 day. Within 30 minutes of buying the vase I spotted this in their confirmation and sent them an email asking them to cancel it as it was not yet possible to cancel it via the website. Don't trust what the website promises !!
Reply from Royaldesign2026-01-29
Hi!
Thank you for your review.
We regret that your experience did not meet your expectations, and we appreciate your feedback.
Wishing you a wonderful day!
Best regards,
RoyalDesign
The core issue here is not a single error, but the absence of a functioning customer service escalation process.
A product I purchased was not installable or usable because essential installation information was not provided by Royal Designs. Despite repeated emails, the response remained circular and dependent on “waiting for the supplier,” with no ownership taken to resolve the issue. Months later the issue is unresolved.
There appears to be no empowered customer service team able to escalate or assess issues outside a narrow script. As a result, problems are acknowledged but not resolved.
While the company responds promptly to Trustpilot reviews, this responsiveness has not translated into timely or meaningful resolution through private channels.
Customers should be aware that if an issue arises, there may be no effective internal escalation pathway to reach resolution.
Reply from Royaldesign2026-01-27
Hi!
Thank you for your review.
We regret that your item and experience did not meet your expectations, and we appreciate your feedback. Customer service will contact you as soon as possible.
Wishing you a wonderful day!
Best regards,
RoyalDesign
Extensive products with unsatisfactory customer support. We purchased a chair through their online shop, and it arrived in a box with absolutely no protective covering. As a result, one leg of the chair was completely destroyed: cracked and split into two pieces. We contacted customer support within just 15 minutes of delivery to replace the item, yet we never received any response. We repeatedly tried reaching out through multiple email addresses and phone calls, but no one answered. Being completely ignored after receiving a clearly damaged product is extremely frustrating and totally unacceptable.
Reply from Royaldesign2026-01-20
Hi!
Thank you for your review.
We regret that your item did not meet your expectations, and we appreciate your feedback. We will help you via email as soon as possible.
Wishing you a wonderful day!
Best regards,
RoyalDesign
We ordered a New Works piece from Royal Design and received the items damaged. Royal Design has refused to replace the damaged items or offer any meaningful solution during the three weeks they indicated as the resolution period and has instead postponed the resolution for a further three months. This attitude toward customers is absolutely unacceptable.
Reply from Royaldesign2026-01-19
Hi!
Thank you for your review.
We regret that your item did not meet your expectations, and we appreciate your feedback. We will help you as soon as possible!
Wishing you a wonderful day!
Best regards,
RoyalDesign
Unpredictable delivery, bad communication, don't buy here.
I ordered an item on November 18th, with the aim to receive it BEFORE Christmas.
Then I received a few emails until December 17th delaying the delivery. That last one said they would get the item to THEIR WAREHOUSE (not even to my delivery address) by January 30th. No estimate of the delivery time to me.
I've asked to cancel the order and get a refund ASAP. This is a joke. They should not accept orders (well ahead of Christmas) if it takes three months to deliver them.
Reply from Royaldesign2026-01-14
Hi!
Thank you for your review.
We regret that your experience did not meet your expectations, and we appreciate your feedback.
Wishing you a wonderful day!
Best regards,
RoyalDesign
I’m not even sure how I came across Royal Design, but I’m absolutely over the moon. I’ve already ordered twice, and one of the shipments even included glass lighting. The packaging, product selection, and delivery speed were all excellent and absolutely worth recommending.
When comparing prices with other websites for certain designer pieces, they occasionally offer really great deals. Highly recommended.
There's something not right with this webstore, RoyalDesign.com
The Customer Care rarely reply to emails, the company probably have not employed enough Customer Service Staff,
Having read all the other complaints about, RoyalDesign.com, the blatant theme is late shipping of Customers' orders, damaged goods arriving, out-of-stock items being sold, and no resolution to these issues, just automated generic emails
umhm well, I wanted to place an order but the Customer Care people do not reply quickly to questions for the order, so, it is already a bad sign before seeing the littany of 1 star reviews on here
The messaging facility on, RoyalDesign.com's webstore, has no actual people replying except on certain days at certain times, so, not enough staff just an AI that is not helpful
Certain storage products that, RoyalDesign.com, are selling are 3 times the price that the same items are being sold at on other websites
RoyalDesign.com, claim that they have the best prices though
They need to hire more staff, and by the sounds of orders being dispatched late, RoyalDesign.com, need more, Warehouse Personnel, not just, Customer Care Staff
Reply from Royaldesign2025-12-10
Hi!
Thank you for your review.
We regret that your item and experience did not meet your expectations, and we appreciate your feedback.
Best regards,
RoyalDesign
$800 lamp arrived with no damage to the box, but the item had a significant manufacturing defect and was split in two pieces. Despite sending pictures and details in my request for a replacement or refund the company has done nothing but send useless automated responses for weeks. Given that this seems to happen frequently, it seems as if this store knowingly ships damaged goods and then refuses to refund or replace the item. I am now working with my CC to submit a charge back and open a fraud investigation.
Reply from Royaldesign2025-12-08
Hi!
Thank you for your review.
We regret that your item did not meet your expectations, and we appreciate your feedback. Our claim department will help you as soon as possible.
Wishing you a wonderful day!
Best regards,
RoyalDesign
Ordered expensive $1250 kitchen knives which were in stock, then after 2 weeks no delivery or tracking, I then emailed to be told that there's a delay and the knives should be in stock within a few days, a week later still nothing. I have sent two more emails with no reply. I have tried calling the number on the website and the number on the email signature and a recorded message speaker in Swedish and then automatically hangs up.
This is the worst customer service, I have no clarity or visibility on my order, if or when it will be shipped. This was a gift for a family birthday.
Do not use royal Design, it's a scam company.
Reply from Royaldesign2025-11-12
Hi!
Thank you for your review.
We regret that the the delivery time of the item did not meet your expectations, and we appreciate your feedback.
Wishing you a wonderful day!
Best regards,
RoyalDesign
I have placed an order 12 days ago for a product in stock. Delivery was in 1-4 working days. So far I have not received any news. I have called, sent messages and e-mail and I only got a generic reply citing warehouse problems. No commitment to a delivery date or a refund or anything else. They basically too my money and so far have been unwilling or unable to ship the product. Basically a SCAM! stay away.
Reply from Royaldesign2025-11-07
Hi!
Thank you for your review.
We regret that your experience did not meet your expectations, and we appreciate your feedback. We have contact you!
Wishing you a wonderful day!
Best regards,
RoyalDesign
I bought a lamp from this store, and it arrived defective. It simply didn’t work. I immediately contacted customer service and provided all the pictures and videos they asked for. Since then, I have been waiting for weeks without any clear update or solution.
It’s extremely frustrating that the store takes so long to handle such a simple issue. I feel ignored and disappointed. I would not recommend buying here unless they seriously improve their customer service and take responsibility for their products.
Reply from Royaldesign2025-10-21
Hi!
Thank you for your review.
We regret that your experience did not meet your expectations, and we appreciate your feedback.
Wishing you a wonderful day!
Best regards,
RoyalDesign
My order was delivered about a week later than promised.
Moreover, the courier left my order in the middle of the street near my house. When I asked him to bring it inside — just into the hallway, so it wouldn’t get stolen — he said that he only delivers “door to door” and then simply left me there. I’m much smaller than this table, and I had to wait for almost an hour outside until my friends arrived to help me carry it inside.
If you sell premium products, please have the decency to provide a proper delivery service. After all, I paid for home delivery — not for an expensive item to be left on the street.
Please look into this matter.
Reply from Royaldesign2025-10-20
Hi!
Thank you for your review.
We regret that the delivery did not meet your expectations, and we appreciate your feedback.
Wishing you a wonderful day!
Best regards,
RoyalDesign
I bought a lamp in the American website. There are 400USD to pay in taxes and tariffs. Almost 60% of the lamp itself. Even if I am aware that tariffs affect the price, there is no way that I know if the piece I am buying is currently in America, comes from Europe, or where it is made. I want to buy a lamp, not become a Sherlock Holmes detective regarding the origin of the goods I buy. The will for sure copy-paste a disclaimer. Also, it took me 5 mails (5!) to get the tracking number for my order. Horrible service. Avoid!
Reply from Royaldesign2025-10-10
Hi!
Thank you for your review.
We regret that your experience did not meet your expectations, and we appreciate your feedback.
Wishing you a wonderful day!
Best regards,
RoyalDesign
I received a bench badly damaged in transport seven days ago and immediately wrote to the reclaim service.All I got in seven days is an automated response" your complaint has been registered". And still waiting to resolve this
Update 12.09.
Sill no reply from customer service.
it’s ridiculous that the seller has enough staff to constantly monitor Trustpilot reviews and post replies, but can’t be bothered to assign staff to actually solve customers’ real problems. Avoid buying from this site at any cost.
Reply from Royaldesign2025-09-11
Hi!
Thank you for your review.
We regret that your item did not meet your expectations, and we appreciate your feedback. Our claim department will help you as soon as possible.
Wishing you a wonderful day!
Best regards,
RoyalDesign
Ordered 4, only 3 have arrived. Have ordered 4 of everything else. Still waiting to hear back from customer service, which seems like a trend on this site!! I wish I'd looked at the reviews before wasting my money! Now I have 'almost' a full dinner set - what use is that??
UPDATE: True to their word Customer Service contacted me and sent the missing and damed items, they arrived today, so I'm very impressed. I love my new set of dinnerware - it's exactly what I've been looking for.
Reply from Royaldesign2025-09-02
Hi!
Thank you for your review.
We regret that one item is missing, and we appreciate your feedback. We will contact you by email today!
Wishing you a wonderful day!
Best regards,
RoyalDesign
Avoid this company like plague. I purchased two Gubi lamps (as European brand) from Royal Design and was charged with over $2000 in custom tax (more expensive than lamps themselves) because these lamps are made in China. During the purchase process, Royal Design failed to warn me in any manner about the potential tariff risk. They also did not warn customers anything about the “made in China” risks.
After communication, they said “Below text can be found in our terms of purchase:
‘The prices displayed on-site are our current prices, excluding possible taxes & customs fees and transaction fees that may apply. These fees are not charged by Royal Design and the customer bears responsibility for any such fees, please check your local laws. Price changes may happen at any time without prior notice. Prices do not include shipping fees. Shipping fees apply and are added at checkout before you complete your purchase.’”
Buy from this place if you want to be lectured on the fine prints in the purchase agreement that no one clicks in and end up paying $2000 more for what you buy.
Reply from Royaldesign2025-07-07
Hello,
Thank you for your review and feedback regarding this.
As you mention in your review, we do have information in our terms and conditions regarding additional fees that may be charged for the orders upon importation to USA.
We also have additional information at check-out for more transparancy regarding these fees: Please note that you are purchasing items from abroad and customs duties and fees may apply to your order.
We are sorry to hear that your shipment has been subject to custom fees, but we unfortunately cannot affect the tariffs established by the US customs.
Kind regards,
Royal Design
I recently bought a Danish brand Frandsen peel table lamp from Royal design. It's unfortunate that i did not pay attention to their terms and condition regarding the taxes and customs fees may apply to the product. I wasn't aware this product was made in China either.
I got a duty taxes invoice from FedEx for four separate duty taxes combined as 59% of the original price of the lamp because it's made in China.
Be aware of buying ANYTHING foreign made from this website, because you are responsible for the duty taxes if the products were made in China and other counties.
Reply from Royaldesign2025-07-03
Dear Customer,
Thank you for your review and feedback regarding this.
As you mention in your review, we do have information in our terms and conditions regarding additional fees that may be charged for the orders upon importation to USA.
1.4 Prices
The prices displayed on-site are our current prices, excluding possible taxes & customs fees and transaction fees that may apply. These fees are not charged by Royal Design and the customer bears responsibility for any such fees, please check your local laws.
We also have additional information at check for more transparancy regarding these fees: Please note that you are purchasing items from abroad and customs duties and fees may apply to your order.
We are sorry to hear that your shipment has been subject to custom fees, but we unfortunately cannot affect the tariffs established by the US customs.
Kind regards,
Royal Design
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