Regency Furniture

Review: I placed an order with this business and canceled it within their 72-hour window for a full refund. The amount left on the order after they reversed the charge on my credit card was a $981 check. They told me it will take 21 business days for them to process the check to be returned to me after the check clears. It has been about 30 business days and I've been calling and speaking to different people, both in the store and the customer service department. Every person I speak to tells me a different story. Sometimes they don't know when the check will come but they know it's processing. Sometimes "It'll be here tomorrow" and then when tomorrow comes they have no idea who told me it would be there, it's not there and they don't get checks in that day. The next person tells me it'll come early next week. When I confirm with the store, they tell me it'll come into the store on Wednesday or Saturday which is NOT early next week. Please give me my money back.

Thank you.Desired Settlement: Mail me my $981 check

Business

Response:

Refunds usually take 21 business days to process. However, in rare circumstances, this could be longer.

Customer was called on 11/23 and a message was left for the customer to pick up their check.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

I did finally receive the refund the day after submitting my complaint through Revdex.com and I appreciate your help.

Thank you,

Review: I have ordered furniture from this location on the 20 of April and still so concrete time frame about my order. There only concern is payment which they have received in full since a few days ado.when my order was placed they got more than half the funds to order them .Anyway no one called and inform me of the changes that were made.they told me I would have them within 6 to 8 weeks. That was ok with the date being june 10-14 .that quickly change I wouldn't know that if I didn't call and was told the truck was in Waldorf at the warehouse and they were there. Ok called again it was oh only part of your order is here,it should be here on the next truck.ok again I called the truck did come but with my sofas,I was then given a date which they said is an estimated date of July 30-Aug 30.This is ridiculous since they've been paid in full and still I have a living room minus my sofas.Each time I asked for the manager he is always either at lunch, with a customer or is simply too busy to come to the phone.I can't wait any longer for my sofas when I just found out that. [redacted] discount furniture only take three days whether they got it in store or not.This I know cause I called them my self . Regency with all this bad customer service and all they don't want to refund all my money when I told them I want full refund.Desired Settlement: Full refund will be accepted so I can go somewhere else

Business

Response:

This purchase was a price hold that started on 4/20/13. Merchandise is not ordered until 50% is put down. On 5/13 [redacted] put an addtional $200 to reach that 50%. The items she purchased are special order. These items can take 8-12 weeks to arrive. Her items are expected to be delivered to our warehouse on or around 7/5.

Thank you

Consumer

Response:

BB of Metro DC and Eastern PA

Review: Purchased a power lift recliner in January 2013. Reported a malfunction in the motor in September 2013. Reported the frame of the chair is twisting in November 2013. Now the only way to turn the motors on the chair off is to unplug the power cord from the wall.

I have called several times in December and I am always told that some one will call back. So far no one has called back and non of the problems have been resolved.

The chair has a 1 year manufacture warranty that will expire in January 2014.

I don't have an exact record of the dates that I have contacted Regency. I have given approximate dates.Desired Settlement: The chair be picked up by Regency Furniture and my money refunded.

Business

Response:

Customer's parts have been ordered from manufacturer; once we receive these parts, we will send a technician to install them and fix the issue. Customer's warranty has not run-out and we will not cease to service it just because even though it's been a year, the customer has filed the complaint within the relevent time-frame.

We will not be refunding for the furniture since the furniture was purchased in January of 2013. However, we will attempt to make the necessary repairs - should these repairs fail, then we will give customer a completely new chair.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

The chair has more problems than just the motor. The frame of the chair is coming apart and it is lopsided. The parts were supposed to be ordered back in October. My 89 year old mother needed this chair for health reasons. Regency Furniture has failed to take care of the issue with the chair in a timely manner so we had to purchase a new chair from another company. They need to pick up the chair and refund the purchase price.

Regards,

Business

Response:

Customer's motor has been ordered; because it is by [redacted] - it has taken some time to get here as it is considered a special order.

Customer did not make any notes regarding other damage.

Customer cannot get refund for the chair as per her contract until or unless service is needed again for the same issue. As of now, we haven't installed the new motor.

Review: On February 19, 2009, I purchased a leather sectional couch from Regency Furniture. They sold me a warranty plan that was supposed to cover the couch against any damage to the couch for a period of 5 years, including rips, tears, scratches, etc. They gave me paperwork and it was called the 'Elite' warranty plan.

I did not have to submit any claims until October 2012. At that time, I found a small tear in the couch. I realized that there was no contact information on the warranty paperwork I received. After several phone calls, I was able to track down the correct warranty department and they told me the plan had changed and mailed me a new policy for '[redacted] Furniture'. The policy states that it covers any 'unintentional or accidental damage' including 'punctures, rips, or burns....structural breakdowns of the material..'etc.

I called to make a claim and was asked to send pictures to a 'gmail' address. After I did not hear back, I followed up and was asked to send pictures to a different address. After continuous phone calls, I received a response practically two months later that my claim was denied because it was classified as 'wear and tear'.

On December 13, 2013, I decided to try again. My couch cushion had significant damage on it due to spilled milk that had sat on it all day from my son without me realizing it. The customer service representative asked me some questions and immediately denied the claim. She said it was similar to the last claim filed. I asked her to escalate it to management and she left me a voicemail less than 10 minutes later saying it was denied. I called back and asked to speak to a manager. I explained all the issues we had from the start and questioned if they ever fix anyone's claims and whether there was a formal warranty claims process. He did not answer me. He said he 'couldn't elaborate on that' and did not really say anything at all, so I got nowhere.Desired Settlement: Repair our leather couch OR refund us the $175 we paid for the warranty since the company does not seem to have an appropriate, honest, and legitimate way to uphold the warranty claims.

Business

Response:

Customer was denied twice by Warranty company because the warranty company determined that the damage which the customer reported could not have been done by milk; the leather was disintegrating - which the company determined could not been done by milk but was wear and tear.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I disagree with the company's response that the damage to my leather was due to 'wear and tear'. They didn't even look at any pictures. They have no formal warranty claim process. I just called and talked to some woman on the phone who didn't even identify herself. Further, when we were sold our warranty policy, we were told that it would cover us for any type of damage. That is the only reason we bought it.

We also have a warranty with [redacted] on our treadmill and whenever we have the slightest issue, they come out - no questions asked. This is NOT a reputable warranty company. Further, they have an alarming number of complaints against them on Revdex.com.

Regards,

Business

Response:

Service Department has looked into the photos that were sent and determined that it was a wear and tear issue.

We have a formal customer service. We are not, however, a warranty company. We therefore cannot be compared to other warranty companies. We also sell completely different products (furniture) and as such, have different mechanisms in place to determine whether or not furntiure is inherently defective or has been damaged due to excessive usage. This is not the case with other manufacturers who sell completely diffferent large-scale machinery built with metal that's made to last over a long period of time no matter how many times it's been used and or abused. There's simply no comparison between heavy machinery vs. furniture made of wood.

Review: We bought two sofas from [redacted] in [redacted] but they told us that regency furniture will be delivering the furniture. The furniture was delivered on April 13th but it had some damages and the delivering guy took some pictures and told me that somebody will contact me within 72 hours which l waited and nobody contacted me. Since then it has been a nightmare for me for l kept calling the customer service all they were telling me that they have sent an email to the service department and nobody ever called me. On May 10th l called again and got a lady who l was told deals with service department and she told me that she presented the matter to the manager and she does not know what the manager did with it that she was going to find out and then call me back. That was the last of it l heard from the company. Is it really fair that we give these businesses our money and those who are responsible for protecting the consumer allow them to treat us like that?Desired Settlement: What l really want is to have them fix the problem either by replacing the furniture or if they can not then l need my money back.

Business

Response:

The sofa delivered on 4/11 was damaged. A new sofa had to be ordered and it is scheduled to be delivered on 6/11.

Thank you

I purchased a bedroom set and living room furniture from Marlow's furniture on October 24, 2015 totaling $3000. I was told the chest for the bedroom would be delayed due to it being a special order, which was fine. The series of events to happen while waiting for my furniture to be delivered was the worst experience by far from a company I have ever had. The chest was damaged during transport so I was told the entire purchase would have to be delivered later than expected. After speaking to customer service, I got them to atleast deliver the living room furniture. They then told me I would have to pay for additional delivery for the bedroom set. Again, I pushed back on it because the delay was their fault and they relented.
A few weeks later, the bed was delivered but the delivery men did not bring the bed screws to put the bed together so they had to take it back. The next week, the bed was finally delivered and it was the WRONG bed. I called them about it and they asked me to take a picture of the delivered bed and send it to them. Unbelievable!!! Mind you I spent $3000 at this store and I'm now regretting every dollar of it. I then went into the store to speak to a manager directly and was told the bed I picked from the show room was never supposed to be sold as it was never designated to be on the floor. So they had to re-order the correct bed for me. Please keep in mind that with every wrong delivery, I had to wait at home for them and take time from my work schedule to do this. I did speak to the manager about some compensation for these issues and I'm told I cannot have that conversation until all items are delivered. 2 months later during late December 2015, the chest finally comes in to complete the set.
After speaking to customer service about my experience, I was told that “it was a courtesy that they would even consider any refund and they were doing me a favor”. After having to chase the customer service reps for some feedback on this issue a week later, I was offered a mere $75 refund for the troubles or a $100 gift card which I consider a slap in the face for having spent $3000 at this store as a return customer. I will not be shopping here again and as someone who know a significant amount of young people who are becoming 1st time home buyers, I will make sure they never step into your stores and I personally will be leaving this review on the Yelp page for everyone who thinks about shopping there to see how this company treats its customers. This is by far the most atrocious b.s I’ve ever experienced. Furniture stores are a dime a dozen with cheaper pricing and better inventory than Regency. If you want to retain your customer base, you do right by them especially when you mess up multiple times.

Review: On 9/17/2012 I put a deposit on a dining room table and four chair set at the [redacted] Store of Regency Furniture. Final payment was made on 5/25/2013. On 6/16/2013 I went into the store and paid for the delivery and setup. On 6/21/2013 the furniture was delivered, but the table was damaged on one corner. The delivery person called the company and informed them of the problem. The young lady I spoke to said take the chairs and we will send out another table after we get the defective table back. On 6/28/2013 the table was delivered again with the same problem. I have made several attempts in person and by phone to contact the store manager, managers from the warehouse and also sending an email to the company website with no results. Every time I visit the store the person that needs to handle the problem is never there, and I'm told he will contact me when he comes in. Due to the length of time of no delivery of product, I have purchsed another table and chairs and would like a refund of my money. Their has not been anyone in management to contact me in reference to my complaint or anyone that has said they will resolve the problem. I have been in the store over a half dozen times will no results. The last time I have heard from someone was on 7/9/2013 and the young lady ([redacted]) said she was sending an email to the managers that could help me, she said their names were [redacted] and [redacted] no response yet. I've also been told thatthe ONLY person that can resolve the problem is the stoe manager [redacted]. He has not made contact with me in anyway as of this date of complaint. I have several complaints with Regency Furniture in reference to this one purchase. 1. Failure to honor contract/agreement with delivery of merchandise within the time frame of sales agreement. 2. The delivery of non defective product. 3. The failure to respond to phone calls or written request and in person visits to the store for assistance. There is no other resulution to this problem for me other than getting a full refund. PS. I didnt request to be refunded for the two days of pay I lost pay staying home from work waiting on the delivery truck.Desired Settlement: I would like a full refund of my money to my credit card, or cash refund, including delivery charges.

Business

Response:

[redacted]s table was delivered in good condition on 8/16.

Thank you

Review: This company DOES NOT explain to its customers the time frame of delivery of furniture upon purchase. They will sell an item and you may not expect to receive that item from 6 weeks of the date of purchse. This is not exolained toi the customer at all even if the merchandise is paid in full and NOT in lay away, then they want to charge 30% if you cancel stating a contract agreement. This is the most unheard of thing and the worst customer service Ive ever experienced in my life. This Company is nothing more than a rip off out to get customers money and make them wait for over a month for theyre mechandise.Desired Settlement: I would like to hear from the Company and the protocol of verbally explaoining to customers that upon purchasing furniture that they be fully aware of the time frame in which it takes for the furniture to get to theyre warehouse.

Business

Response:

[redacted] placed this merchandise on a 90 day price hold on 3/2. She came into the store on 3/4 and reported this should not have been a price hold. The merchandise was made available for her. She was informed on 3/8 it was available for pick up and she did so.

Thank you

Review: The cushions on the loveseat that I purchased are made with two different materials (quality and color).

The loveseat (ASH [redacted])was purchased on 5/26/14 for $303.99. It was delivered on 6/10/14. I soon noticed that the cushions would slide out every time someone got up from sitting. When they slide out, you can see that a different colored (cheaper) material was used on the part of the cushion you can't see. Also, on the under side of the cushion, there is velcro so the cushion can be kept in place, but it doesn't work. On 6/27, after having recently contacted the store, I sent the requested pictures by email. I was told that this is how the loveseat is made and they wouldn't do anything. Then approximately 7/14/14, I sent a complaint on the Ashley Furniture website and have not heard back from them. I was going to call the headquarters but there is not phone number to be found on there website.Desired Settlement: I would like to have the cushions replaced with solid material to match the couch or get a refund.

Business

Response:

Customer was informed by the Service Department that the furniture was not defected in any way. The different colors on the pilllow are made by the manufacturer that way. Pictures of the customer's set were reviewed by our trained service agents. We apologize if the customer is not satisfied with the product. However, this purchase has not been determined to be defective.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:Whenever anyone sits on this love seat and then gets up, the cushion moves forward and you can see that a different color (cheaper, thinner) material was used. This cheaper material was used on the top of the cushion which is supposed to be "hidden" under the back cushion and then continues to the underside of the cushion. Also, under the cushion, there is velcro to hold the cushion in place but it doesn't work. When I purchased this love seat, I didn't realize that I should have inspected it more closely to see if the cushions were a solid color. Not only does this love seat always look bad, but I cannot even rotate the cushions to keep from excessive wear in certain areas. I have attached copies of the pictures of this love seat.

Regards,

Review: Trouble getting through to company and trouble getting furniture delivered.

I purchased and paid for over $3000 of furniture from the [redacted] store and at that time set up a tentative date of delivery for 8/15/14. I advised the sales person at that time that we were not 100% that we would be closed on the new house we were building on that date. He assured us that was not a problem. He ask that we call the week before to reschedule and to keep doing this until the closing or until we had a firm date. Each time I called I was on hold forever, their call screener gives you an option to leave a message but the voicemail box is normally full and will not allow. I tried calling the [redacted] store and they were no help and said just keep trying (the sales rep was very rude in fact). Each week I did this until I could leave a message and wait on someone to return the call. Finally we got a close date and scheduled them to come out on 9/12/14. The rep said we would receive a text confirmation the day before and we did not. Friday 9/12/14 I was worried so started calling. First call to their delivery dept in Charlotte NC I held 42 minutes. I called back and left a message for someone to call to confirm. I also called the [redacted] store and ask for the sales person we originally spoke with to call me. She said he was coming in at 12p. At 12:30 I had not heard from him and called the store back. The same lady said she confirmed that we were still scheduled. I left 3 more messages throughout the day to narrow down a time. At 5:30p a rep called to say there was a glitch and she had rescheduled me to Monday. No apology, just matter of fact. I advised I had took a vacation day and waited all day and this was unacceptable since I could not take another day on Monday and no one would be home. She advised there was nothing else she could do so I ask for her supervisor. The supervisor would only give me her first name "Winter"... After begging she agreed to deliver Saturday night 9/13/14 from 5:30p to 8:30p. She also advised she would waive the delivery fee. She said she would calculate this and call me back. She never did and on Saturday when I called their department and also tried calling customer service their office was closed. I called the home store at 8:00p because again no one showed and they tried to call supervisors in the delivery department but they couldn't get anyone so said there was nothing they could do. The sales person did apologize but his hands were tied. He ask that I give them time to see if they showed up or may be running late. No one ever showed. This has been a huge inconvenience and I am shocked that this is how they run their business. I left 2 more messages and also emailed their headquarters to issue a complaint and still have not heard back from anyone.Desired Settlement: I would like someone to call me, get the furniture delivered immediately. I would also like for them to waive the delivery fee and give some kind of store credit as a compensation. If they are not able to resolve I would like a full refund for the furniture and the warranty. I would also like a sincere apology and to know that someone there does actually appreciate our business.

Business

Response:

Wrong store, this is not our customer. Ashley Home Stores are franchised. As such, it is possible that the customer is confusing us with the store located in [redacted], NC [redacted]. If this is true, please contact that store.

This has been the absolute worst customer service experience I have ever had. This company is inept, and unorganized with the worst customer service. I ordered a mattress, love seat, and chair from this company in early October. They were aware of my move-in date to my new apartment which was on November 7, 2015. The lady who ordered my furniture let me know that all my furniture would be arriving on my delivery date, except the chair which would take a few weeks longer. I understood and was fine with that.
About a week before my move in, the lady at Marlo called and said my couch wouldnt be arriving by my move-in. I was frustrated and wanted to know why. I went to Marlo in Rockville and they called the warehouse, and then she told me she worked it out and it WOULD be arriving November 7th. My move in date arrives, the truck drivers tell me they are outside and ready to deliver my stuff. When I go down to meet them, they ask me if customer service called me. I replied "no" very confused. They proceed to tell me every single piece of my furniture has been damaged besides my box spring, which is all they brought. I find this ABSOLUTELY UNACCEPTABLE. No one called to tell me this was the case. They call a lady, and I speak with her and she tells me she doesn't know what happened. This makes me even more frustrated because NO ONE could tell me what happened. The truck drivers dump off my box spring, no empathy or anything and leave. I'm making phone calls to regency furniture, only to be placed on hold 6 TIMES, and no answers from ANYONE.
I get a call 5 hours later from a lady who said my furniture just didn't get loaded on to the truck. I have so many questions and she was EXTREMELY vague and just said my furniture would arrive at my apartment Monday November 9th in the morning. I ask her why don't the guys just drop it off today? She proceeds to tell me they just dont have time. At this point, i'm extremely frustrated. No apology or anything from Regency Furniture, and lousy customer service.
Monday rolls around and I get a call 7 AM saying they don't have my mattress in stock. This was the most frustrating thing i've ever experienced. I immediately go to Marlo's in Rockville as soon as they open and explain to the manager my frustrations. He makes some phone calls to Regency and proceeds to tell me.."I was never getting my furniture delivered to me today" Regency and Marlos LIED to me about my delivery. They never intended on coming because they didn't have anything to give to me. They tore my couch trying to put it on the truck and they never had to mattress in stock. The manager at Marlo didn't offer to make it right. I told him cancel my order IMMEDIATELY. The thought of this company makes me sick to my stomach. I am an easy person to work with, but I've been lied to so much by this company that I had to make my frustrations known. This company needs to be reported.
Regency is the absolute worst company I've EVER dealt with. Whoever is running this company should be absolutely ashamed of themselves. They do not communicate ANYTHING with the customer, and think lying to them is the best way out of their s[redacted] up . I'm so glad I canceled my order, because this company doesn't deserve a dime!!

Review: I purchased a Bed (headboard/footboard) from Regency. Shortly after setting the bed up, it failed to stay together, causing the mattress the fall to the floor. I contacted Regency to ask about repairing or replacing the bed and was told they would not do anything because it was my fault that the bed was broken and refused to discuss anything further. The bad was not damaged by me and has been use normally.Desired Settlement: I would like to have the item repaired, replaced or my money refunded.

Business

Response:

Customer picked up the bed back in May 2, 2014. Since then, we have no way of knowing whether or not the customer assembled the bed correctly. On June 18, customer called and stated that they're having an issue with the bed. Upon review of the pictures, the Service Department determined that the issue with the bed was not a manufacturing issue.

Review: I purchased bedroom furniture from this vendor with the understanding when I made the final payment the furniture would be ordered. At that time the Salesmen explain that it was 4 to 6 week delivery time. I contacted the store on May 1, 2016 and was told that the manufacture estimated that the furniture would be arrive on May 15, 2014. On May 16, 2014 I called the store to check the status and was told that the furniture was coming from a manufactured overseas and would be available on June 15, 2014. After explaining to the Sales Manager that had I known that very detail piece of information, I would have made another selection to see if the items would be available sooner. I explained to the Manager that the person that I spoke to when I made the final payment should have made sure I knew that important piece of information and the Customer Service Representative that I spoke with on March 1, 2014 should have mentioned it.Desired Settlement: I would like a fulll refund for this order.

Business

Response:

We apologize for the delay in the merchandise - this was a special order set that comes by container. If the customer wishes, they may cancel merchandise for a full refund, without any penalties. In order to cancel, customer must go into the store with a card used during the purchase.

Review: I chose and ordered a rocking and reclining couch/love seat combination from Regency Furniture on Saturday, 4 Oct 2014. I was informed on 7 Oct, 2014 that the item was delivered to the store and was ready to be picked up. I proceeded to pick it up and bring it home. Once home, I removed the packing material and set it up in the living room where I tried out the different functions. I immediately noticed that the rocking part did not work and assumed that something was installed to keep it from moving during shipping. I did not find anything holding the rocker/recliner from being able to rock so the following day (9 Oct, 2014) my wife called the store to ask if there was something that needed to be done to allow it to rock. She was informed that we did not purchase the rocking/reclining couch and that the SKU showed that we purchased ONLY the relining counch without the ability to rock. This is NOT the couch we chose when we asked the salesman to do the paperwork and put together the pricing. I feel that Regency Furniture did a bait-and-switch on us and do not feel that we got the item that we paid for. We made it very clear to the salesman that we wanted the rocking/reclining couch and he never once said that the one we paid for was not that one we chose.Desired Settlement: I would like to rocking/reclining couch that we chose during our visit to Regency Furniture.

Business

Response:

November 5, 2014Customer claims Regency did a “bait and switch” which is not only false, but untrue. This false presumption stems from a misunderstanding with regards to the differences between a reclining vs. non-reclining chair made during the initial pick up. Sure enough, upon checking, we were able to give the customer the reclining chair of their choice. We hope the customer is now satisfied.Regards,Salem

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: My husband and I purchased a King Size Cavallino Poster Bed from Regency furniture on or about February 1, 2013. It was delivered on February 15, 2013 after several missed delivery attempts and delays. On March 20, 2013 at approximately 9:45pm, my husband and I were laying in bed watching the news when the right side of the bed collapsed and fell in. Not knowing what had just happened, and fearing an earthquake or sinkhole was causing the problem, my husband and I jumped out of bed, immediately ran to check on our children in another room and decided to sleep on the couch in our family room. The next morning, we were able to see that the rails, headboard, and legs of the bed were completed shattered and lying on the floor. I immediately called Regency to tell them of the problem and they advised us to take pictures of the damage for assessement. Initially we were reluctant because we didn't want to move the bed and cause further damage, however after being told that was the only way the service department would be able to make a determination as to whether the bed could be fixed or replaced, we sent in pictures. These pictures were sent on March 23, 2013 and I received a phone call from a representative on March 24th stating that the 30 day minimum warranty was up and did not cover breaks, although the damage did appear to be a manufacturer defect. I was told that as a courtesy they would order a new headboard and rails for the bed but we would be responsible for putting the bed together and they would void any extended warranty we purchased. I did not agree to these terms but a headboard was still allegedly sent to my home address with UPS Tracking No.: [redacted]. I contacted UPS to let them know I would not be accepting the product and to return it to sender which they did on April 23, 2013.Desired Settlement: I have contacted Regency and explained that I want them to pick-up the defective bed, and issue a store credit in order for my husband and I too pick out a new bed that is either equivalent or less to the bed we currently have, as well as have it delivered free of charge since we have already paid a delivery fee.

Review: On Feburuary 9, 2013 my wife and I purchased a Homelegance Pub Table and six (6) 24" Bar Stool Chair, with a five year warranty. The set was delivered on Feb. 16th 201. We call Regency that day and told them the chairs had a defect we weretold is not the chairs it's our floor and to put a padding under each leg which we did.The next day the 3 year old grandbaby was on the floor with a black screw in his hand. I looked at the chair and saw that not only had the screw fell out but the leg on the chair had a crack running up it. I looked at the other chairs and saw a repeat of the same thing in three (3)other chairs.Three of the chairs no one had sat in! I called Regency to Complain and was told they would send me a kit to fix it myself. I told them I was not going to try an fix a brand new set on chairs and void a Warranty. I ask them to send someone, the person on the phone said No! an hung-up.Desired Settlement: Just fix the chairs and me and my famliy and friends will never ever buy from them again.

Review: I purchased a bed from Regency Furniture at which time I paid for delivery and installation. I was advised that it would take 4-6 weeks for the product to come in. After not receiving a call during the 6th week I contacted Regency Furniture ([redacted]) to check on the status of the bed. When I called I was informed "oh, your bed has been in and we can schedule your delivery). First issue, was anyone going to call me to advise that the bed had come in. So, I scheduled a delivery for Thursday, March 21st (the first available date) and was advised that someone would call me the day before (March 20th) to schedule a deliver time for the following day. I waited to hear from Regency (or their delivery people then entire day) and, that afternoon, after not receiving a call I contacted Regency to check on the status of the delivery for the next day and was advised "We've scheduled a delivery for you between 10:00 am - 2:00 pm). OK fine, so I stay home and wait for the bed to be delivered. The bed was delivered, but they failed to deliver the BRACKETS, SCREWS and the FEET to the bed. So, the delivery guy contacts Regency to advise that they were missing pieces and, therefore, could not put the bed together. So, the customer service rep asked to speak with me and at that time I advised that I could NOT take another day off work and that they needed to see if they could get those pieces out to me that day. I was advised that someone would call me back within the hour. Again, I never heard back from anyone at which time I contacted Regency around 3:00 pm. After being hung up on twice by Regency employees and being advised that someone would contact me I was finally told someone could come out the following day (which would have meant I would have had to take another day off of work) or Saturday. At any rate, I picked Saturday to avoid missing more time off work. Saturday morning a delivery guy shows up at my house at 7:30 am, at that time he realizes that he still doesn't have any screws AND the feet to the bed were still missing. Being as though it was so early in the morning I had to wait until 10:00 am when the store opened. At that time, I spoke with [redacted] advised that she would contact the warehouse (which she couldn't get in touch with) and give me a call back. Approx. an hour later [redacted] calls me back to advise that someone would be back out within 30-40 minutes. I advised [redacted] that I was thoroughly upset with the customer service (or lack thereof) which I received, the unprofessionalism and the fact that I paid for a service which I did NOT receive. I paid for shipping and installation and it took them THREE (3), not one, not two, but THREE times to get right. I advised [redacted] that I wanted to be reimbursed for my shipping and installation fees. She advised that she totally understood and that once the bed was together to call her back and she would work on my reimbursement. I called [redacted] 5 times from that point, left messages. I NEVER heard back from [redacted] and everytime I called they advised she wasn't available. I contacted customer service to speak with management and repeatedly messages were taken with no return call. Therefore, I would like to file a complaint on Regency for the HORRIFIC service in which I received. Additionally, I would like to receive a REFUND for my SHIPPING & HANDLING & INSTALLATION FEES.Desired Settlement: I would like to receive a REFUND for my SHIPPING & HANDLING & INSTALLATION FEES for the horrible, inconvenient and unprofessional serivce which I did NOT receive.

Review: My name is [redacted] my mate [redacted] and I purchase a living room set from Regency Furniture in Largo, Md. We paid cash a total of $2,409.99 the price for each item is as follow $280.00 for s Dark Brown/[redacted] Chaise, $280.00 for a Dark Brown/ [redacted] wedge, and 3 Dark Brown/ [redacted] Armless Chair 841.14, 2 [redacted] Round End Table 240.32, 1 [redacted] Round Cocktail w/ 4 Backless 408.55. Plus I paid to have the furniture delivered to my home. We do not have any children for this poor quality to be in this condition. The pit is deteriorating,peeling everywhere. We are very disappointed in what we were told at the time of purchase that it wad leather, we were led that what we purchase was leather this is a poor quality of leather the items is peeling its very embarrassing to have spend this much on something that is fake. I've tried on many occasions to speak with the store manager Mohamed H[redacted] I have been unsuccessful in speaking with him. I am a veteran and I fought to make our nation free but what has happen here is that I've been cheated I have photos of the condition of this so call leather I was misled into believing. I would like to return the entire set. We are very upset we thought we were purchasing a leather set.Desired Settlement: Full amount so that we can purchase another living set that's leather.

Business

Response:

customer made purchase in 2011. Manufacturing warranty only available for one year from the date of delivery/pick up. Customer is beyond that date.

Review: I bought furniture from Regency for my daughter's baby's nursery and the dresser was received damage. The furniture was placed in the living room and never moved since purchase. After inspecting it I noticed a slash in the side of the dresser which appear to come from how it was removed from the box. I bought this dresser also with extra warranty protection. We contacted the customer service department on Oct. 5th by phone and was told to take pictures and email it to the customer service department a a response would be received in 5to7 days. I contacted the store on Oct. 14th and was told that I had to wait for someone to respond. I requested to speak with a manager and said that she would page them but no one answered. I also asked for another email notice go out to both the customer service agent Stacey and the manager [redacted] and no one still has responded. We told them that the issue needed to be resolved before my daughter gave birth so that the nursery could be completed and we have not received a response.

I find this customer service is ridiculous and unacceptable. Someone should be able to assist me when calling or at least respond by email in a timely manner of the next steps. They are quick to run you down for a sale but slow at resolving issues or complaints.Desired Settlement: Would like to the dresser replaced with a new dresser.

Business

Response:

Customer will be contacted by Service Department this week in order to establish a time for a Service Technician to inspect the damaged merchandise.

Review: I purchased a bed, and received a warranty on 2/21/2013, by 8/2/2013 the bed had broken. I contacted Regency on 8/7/2013, speaking to customer service several times, also getting the run around by the showroom manager.Desired Settlement: I would like my warranty honored, and would like a new bed delivered to take the place of the defective one immediately.

Business

Response:

Although the damage sustained to bed was not covered under warranty, we have ordered new replacement parts for customer's bed on 8/24/2013. Customer will be notified once parts arrive.