Regency Furniture

I am rejecting this response because Regency Furniture has addressed some of my concerns and issues regarding four rooms of furniture purchased. My purchase was made on January 1, 2015 at the [redacted] Furniture Store in Catonsville,...

Maryland. Upon delivery on 2/4/15, there were issues with each room of furniture (living room, dining room, and 2 bedroom sets). Merchandise was defective at time of delivery and I notified customer service by phone the same day of delivery. Living Room /Love Seat bottom wood frame was broken and repaired. Pillows on back of love seat deflates/ fiber stuffing was sent to me and foam to stuff seat pillows. I am still having issues with the loveseat left armrest is making a cracking noise. Appears that something is broken inside the armrest. The material/fabric appears to be defective due to splitting and a discoloration of light lines on the sofa seat. I have been refunded $200 for an inconvience fee. At this point the living room set is unacceptable and I previously requested for an exchange for a different living room set from a manager at [redacted] Furniture in Catonsville, MD. I would like a new living set or a refund. In August, 2015 made numerous attempts up until Sept. 2. to resolve these issues but no response. The refund was made July 2, 2015. [redacted]

Again - warranty issues are not necessarily related to company policy. If warranties are rejected by the warranty company (separate entity) then the complaint needs to be directed at that policy. Otherwise, we apologize for the inconvenience and wish you luck in your future purchases.

Customer was delivered to but the item did not fit. Customer has option of reselecting.

Of course it is. The contract was signed, and the issues specified. If the customer wants to take this further, then that's fine by us. At this point, it should be marked as closed in the Revdex.com.

Our advertisements state on the bottom that in order for purchases to be considered for the promotion, they must meet a minimum purchase. We apologize if the customer felt the promotion was misrepresented. However, the customer doesn't meet the minimum requirments for the promotion.

[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.]
Revdex.com:
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,
[redacted]

We apologize for the issues and are willing to address the customer's concerns. However, we first need to confirm which invoice the customer is referencing. The invoice number [redacted] does not match the address, name, or phone numbers the customer provides here. Furthermore, the invoice in question...

has a ticket that began on November 1 (purchasing date) and the other invoice that links to it has a invoice date before the 29th of September. Finally, for the address and number the customer provides here, nothing comes up. If possible, can the customer confirm which invoice number/name/address was used on the account so that we can proceed?

Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].Inboxx Revdex.com of Metro Washington DCDec 5 (4 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Fri, Dec 5, 2014 at 1:19 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>As of last Saturday our issues with the bedroom set we purchased from Ashley furniture has been resolved. Two deliveries and two technician over the span of 4 months finally took care of everything Sent from my [redacted]On Dec 4, 2014, at 10:14 AM, [email protected] wrote:You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message.

We apologize for the warranty's finding. I should note that the GBS warranty the customer purchased only covers accidental damages, such as cuts or stains. Nonetheless, we have refunded the customer for the warranty purchase.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:Still, there is no indication as to who GBS is, or why they should be responsible.  No one from Regency Furniture has contacted me at all. I do not have any contact information, names, telephone numbers, etc. If GBS is responsible, then why was I not informed of this a year ago? I need someone to contact me and let me know what my next steps are regarding this matter.  I purchased this item and an accompanying warranty from Regency.  Vague answers with no contact information or next steps are counter-productive and only drag this out longer.   My next step may be to contact the State of Maryland Office of the Attorney General. 
Regards,
[redacted]

We have submitted the photos to the factory for review. Once the factory makes a determination, we will contact the customer with regards to the decision. We thank the customer for their patience while this matter is looked into.

We are currently working with the customer to satisfy their concerns.

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
My husband and I do not want a credit back on the credit card we used for purchase as it is payed off and then we have to wait to get a refund from that provider. We used cash out of our checking account and want that money refunded. If this is a option why have we not been given the option for a cash refund in the store, there is no difference. 
Regards,
[redacted]

---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Thu, Apr 16, 2015 at 6:35 PMSubject: RE: You have a new message from the Revdex.com of...

Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]Thank you for your help. [redacted]

The customer's product was not deemed to be inherently defective initially and at this point, two years after the purchase, the customer's 1 year manufacturing warranty has expired. However, the customer still has their GBS warranty which has credited the customer for the cost of ordering casings...

for the merchandise.

[redacted] was delivered his merchandise today after having it serviced at our warehouse. We hope that the furniture was received in satisfactory condition and that all the issues pertaining to the damages reported have been solved.

We're well-aware the merchandise has taken quite a long time to arrive. As we've explained to the customer, the bed set is coming in on 6/20 - to our warehouse where we'll schedule a delivery once it arrives. If the customer chooses not to wait until then, they're welcome to cancel - but only...

the bed as the other items have already been delivered.

I’ve spoken to the customer last week. We also spoke to [redacted]. They have reissued the card and sent it out on July 2. It takes two-three weeks to arrive. It will be a white envelope with a Missouri return address. It will say “[redacted]” on it. If the card still doesn’t make it, then we will have the card be sent to us where the customer will come in and pick it up personally.Best Regards,Salem S[redacted]

The customer purchased this furniture in 2012. There are two warranties on this invoice; the first is the manufacturing warranty which covers all manufacturing defects within one year of the purchase. Then there is the 5-year accidental damage plan, which covers cuts, stains, etc. The customer...

purchased this. This does *not* including peeling although we did offer to inspect it by requesting the customer send us pictures of the peeling that they are describing.

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