Regency Furniture

The customer's deposit - including the $5.00 - is available any time the customer is ready at the store. The customer just needs to come in with the card used during the purchase.

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Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I REJECT THIS RESPONSE: I visited the Regency Furniture Store to purchase a Sofa and NOT TO GIVEAWAY $230.99 to a MULTI MILLION DOLLAR BUSINESS for delivery charges without a purchase.  I did not refuse to sign a waiver or anything else.  I made numerous attempts to ask and called the Regency Furniture Store to get the delivery crew to ATTEMPT to get the Sofa’s in my home.  There are no signs in your Regency Furniture Store nor do the Sales people inform the customers of Regency Furniture Store business practices of keeping hundreds of dollars for nothing.  I still do not have a Sofa for me and my guests to sit on and still will have to purchase one.  If Regency Furniture Store were honest with the customers and inform them of these business practices, I would not have made a selection of a Sofa until I knew that there would not have been a problem in getting a Sofa in my home.  I wrote a check in the amount of $786.99 for the first Sofa selection.  I was credit $636.00 and ask for a total of $58.78 for the second Sofa delivery.  In total I spent $786.99 plus $58.78 amounting to $845.77.  Why a customer does have to forfeit $230.99 to multi-million dollar business without a purchase?  I cannot afford to lose $230.00.  The back of the receipt for “Refunds” states if a refund is permitted, cash and check payments will be refunded by Company check within 21 days.  I would like my refund sent through the mail as the policy states.  I was not notify before the sale was made of Regency Furniture Store business policy and if known I would lose $230.99 for no purchase and to give it away to a multi-million business, I would have walked out of the store.  Came back when I had done my own measurements and made sure that the Sofa’s I selected would have fitted in my home.  I Reject this response and hope I will be reward with a full refund in the mail of $845.77.

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.

The customer's merchandise is in. Once the customer schedules the delivery and recieves the merchandise in good condition, we'll be happy to compensate her. As it stands, we do not discuss compensation until after everything has been delivered in good condition.

The 5-year warranty that the customer purchased is an accidental damage plan only meant to cover damages such as stains, cuts, etc. caused by the customer and not damages due to manufacturing defects. The warranty is still valid - but the extent of that warranty will only cover damages caused by...

customer as described in the packet he received.

The Service Department is reviewing the tech. report and will contact the customer soon after.

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 Complaint: [redacted]
I am rejecting this response because: Regency furniture need to contact me and resolve this complaint. I have sent a couple of email to them since May still my case was closed. It is quite atrocious for them to claim they could not contact me. They have called me on the phone before to ask me to send emails, they also contacted me via email to set up the delivery for my furniture.  Where is the prove that I was contacted via any of these means before my case was closed?I have forwarded the pictures to the two emails they provided in their response. However,  I am not confident anyone will respond to it as they have not responded to the two previous ones.  Regency is basically saying " we tried to contact you and couldn't so we closed your case go and open another case" when you already know there is an issue, why do I have to go through the same process that didn't work the first time? would it not make scene to automatically reopen the case and resolve it. Without going around in circles.
Regards,
[redacted]

We have spoken to the customer - they are scheduled for a service call. If the customer is unsatisfied, they can reselect.

The warranty has been cancelled. We will initiate a refund process.

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 Complaint: [redacted]
I am rejecting this...

response because false advertisement on a delivery promotional.The complaint is I bought a complete set of furniture
during a promotional that offered free delivery based on purchase. The company
delivered part of my furniture, but not all. The assumption was the other part
was on back order. I went into the headquarters to query about another matter
(damaged merchandise) and I was informed that the final item has been in the
warehouse for quite some time. I questioned why they haven't called to notify
me or delivery the item. They stated because they split the item delivery, I
was responsible for paying for the second delivery. I questioned why I wasn’t
provided notice that they were split the delivery (Basically invalidating their
promotion by creating cost that wasn't part of the original contract.) They
said they have a recording of me saying that I would pick up the item myself.
When I explained that I would have never offered to more the sofa/sleeper
myself since I did not have the appropriate vehicle to do so, they explained
well they have a recording. When I asked to hear the recording to confirm if it
was my voice or a company ploy, they explained that it was against corporate
policy for me to hear the recording. Then I clearly asked so even if I didn't
approve of this, how can they charge me? And I was required to call customer
service with no relief. Earlier this week I was forced to pay $70.00 for a
invalid promotion that was a misunderstanding per the company and their
delivery service. So I expect to recieve my money back in leui of their
mistake.
v
Regards,
[redacted]

We understand that the customer has had issues with their sofa. The damage was such that we had to order parts for the sofa which had to come in from the manufacturing warehouse. Nonetheless, as we have already informed the customer, the parts have arrived and we are ready to install them so that...

the sofa is back up to manufacturing specifications. We thank the customer for their continued patience as we work to resolve this matter.

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 Complaint: [redacted]
I am rejecting this response because:  we contacted Regency to schedule a date for delivery of a new chair and were advised by them that the chair had been discontinued and they were issuing us a full refund.  Thank.you very much for all your help with this matter.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:On 2/19/15 our...

furniture was picked up for repairs. (I'll skip the phone calls and mix up for the pick up). On 2/25 we called for an update. Jackie said that the love seat was done, but not the sofa. They will call when it's done. 3/9 will be three weeks without furniture, when Salem told us it'll be about a week. In about eight weeks it will be one year that we've been dealing with this. (We bought our furniture 4/24/15 and it was delivered 5/2/15). It's refund time! Our patience has run out!Thank You, [redacted]

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 Complaint: [redacted]
I am rejecting this response because: the check was mailed in late,  an entire week late to be precise, which is still in violation of the 21 day refund time in thier contract. Still unacceptable. Also it was mailed in the day before thanksgiving which means I didn't get it until the day after Thanksgiving. Completely unacceptable. I don't accept this as an appropriate or timely business response. For all my inconvenience I deserve at the very least an apology from the ceo or some compensatory offer otherwise.  
Regards,
[redacted]

[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 sincerely apologize for the customer's issues; however, as we have explained already through the general manager, the issue is not considered a manufacturing defect. The manufacturer gives technicians very specific sets of instructions for how to determine inherent defects. Sinking below a certain threshold is one of them, which the customer's mattress did not meet. Therefore, this was denied for that reason.

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rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
This company is some st. The furniture was picked up after several attempts and after filing a complaint with the Revdex.com. You clearly lack customer service skills. Get educated!! CASE CLOSED
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]
I am rejecting this response because:
Regards,
[redacted]

May 15, 2015Dear [redacted]:We've already responded to this complaint on May 5, 2015. In it, we stated that the customer was scheduled for a service call, The date was for May 8, 2015.Please adjust the status to reflect our compliance.Best Regards,Salem S

[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]