Regency Furniture

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

The address was verified - multiple times and in fact we sent this information to [redacted] (the company charged with sending these cards to customers). Be that as it may, we've contacted [redacted] again last week on the 21st and they've stated that they were unable to get in touch with the customer via telephone. We're having them send out another gift card which should take 10 business days. If the customer doesn't receive anything in another 2 weeks, they're urged to contact us again because at this point we're also quite interested in knowing why they're not receiving anything.

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.

According to our records, this gift card should have been sent out by now.

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.

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.

The customer has quite a few invoices, so I'm unsure which piece they're referring to; this would be helpful if the customer provided us with the exact invoice that this was written on. That said, we would like to note that all floor model items are sold "as is" from the floor.

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us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:From: [redacted]<[redacted]@[redacted].com>Date: Thu, Jan 21, 2016 at 2:12 PMSubject: #[redacted]To: [redacted]@myRevdex.com.orgHello Ma'am I write to bring to your notice that Regency Furniture has not gotten back to me, contrary to what I was told. Please I need your assistance.God Bless[redacted]
Regards,
[redacted]

we apologize for the service delays regarding getting this furniture repaired. we have been trying to reach out to the customer to let them know that the furniture has been repaired and is ready to be scheduled for a delivery.

We're not claiming the customer damaged the items. What we are saying is that, in accordance to our policy, items that are purchased off the floor are sold 'as is'. The customer can dispute this by writing to the board of directors at:
[redacted]
Otherwise, we apologize but there's nothing more we can do given the policy.

Customer made purchase and we made a mistake with regards to the charges. We sold the customer at an incorrect price. We informed the customer that the *actual* price was a bit higher, and informed him that we completely understand if he wishes to cancel. We cannot sell the customer the merchandise...

at the price we accidentally gave. We are more than happy to refund the customer, given the error. If the customer absolutely wants the merchandise, he must pay the difference. We apologize for the inconvenience (which was out mistake), are willing to refund the customer if he's unwilling to pay the actual difference.

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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: I have been given the same response "the order has been placed" since October 2015 thru July 2016 a total of 4 - 6 times.  On June 30th, I called Regency Customer Service to inquire and was informed that the part was in "but they do not know where it is" and a representative will call me back after speaking with a manager.   No, one has responded back to the call I made on June 30th as promised.  At this point, I truly don't believe that the part was ordered.  Can they provide an estimated date of delivery and a copy of a document/confirmation that the merchandise was actually ordered?  I would like to keep this complaint open until I actually receive the part or reimbursement of the entire order. 
Regards,
[redacted]

Customer will be contacted by [redacted] - the repair/inspection company - and they will send out a technician to make the inspections in order to determine the proper course of action.

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 Complaint: [redacted]
I am rejecting this response because: I have already spoken with LeeAnne several times. First she said the warranty, that clearly states it covers peeling, doesn't cover peeling. The second time she said the furniture we bought was not covered by the warranty we bought. The third time she said they wouldn't cover the damage because we caused it. I asked to speak to her boss and she said that her boss was the president of the company. I told her I wanted to speak with him and she said she would have him call me. I have yet to hear from him.
Regards,
[redacted]

Cushions have been ordered; once they come in, we will contact the customer.

Irregardless, at this point the customer is out of the one year manufacturing warranty. The five-year protection plan covers accidental damages, such as stains, scratches, etc. We can offer to attempt a repair for a fee of $115.00 if the customer chooses to accept.

[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]

[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]
 Complaint: [redacted]
Here is the information requested:
[redacted]Lexington park, me [redacted]
Regards,
[redacted]

Only two of the chairs were replaced because the other damages were caused by loosened screws which could be tightened by the customer. If there is new damage, however, we'd like to hear about it and the customer can contact me directly at [redacted]@regencyfurniture.biz.

Upon sending out a service technician to inspect the merchandise, we found that the bed was up to manufacturing standards. Should the customer wish to challenge the technician's findings, they may contact us through the Board of Directors at [redacted] Brandywine, MD.