Regency Furniture

Customer must bring a letter from the bank stating that the card is no longer active (the letter has to specify which card is being used, specifically). This is consistent with our sales terms and rules. Otherwise, the refund can only be used as store credit only. If the customer does not wish to provide this letter, they are welcome to sending a letter to our board of directors - attention Mark S[redacted] - at [redacted], Brandywine, MD

Although our policy is such that we make repairs first before exchanging the merchandise, we understand that the customer is quite upset about this. We will exchange the damaged item for a new one. The customer can call the customer service center at ###-###-#### and we'll schedule a delivery date...

to exchange the merchandise.

We will certainly refund the customer $100.00 as was the original concession made by the store. The refund check will be available in 21 business days (not counting Christmas Eve, Christmas Day or New Year's). We thank the customer for their patience.

Upon reviewing the pictures the customer sent us, the service department came to the conclusion that the merchandise was damaged and therefore not a manufacturing defect.

Check will be ready this week. Refund checks take 21 business days to be processed.

[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: They violated all the terms, conditions, and promises for the delivery of merchandize. I received the stuff after 10 weeks. They were supposed to call to get the time frame to delivery. Instead, I had been calling all the time. They DO NOT have any call on record for any attempt to deliver. Their Customer Service and Corporate Office don't care to call after several messages were left. They have been very disrespectful, rude, hanging up the phone, violating the contract to deliver the merchandize. I requested them a compensation of $200 but after all the attitudes they agreed on $100 which doesn't match with the suffering. Very hesitantly, they processed a $100 credit today but I need $100 more credit made to my credit card. I am not the ONLY one suffered from them. Their huge showroom doesn't have any A/C and if any customer enters their store that suffers in 110 degree heat inside. It is not humane.
Regards,
Jamil N[redacted]

From: Salem S[redacted] <[redacted]@regencyfurniture.biz>Date: Mon, Aug 3, 2015 at 6:17 PMSubject: RE: CID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], I just spoke with management and they just cut the check – it’s in my possession as we speak. I’ll have to transfer it to the Largo store which will take no more than one business day. Best Regards, Salem

The customer can cancel her merchandise without any fees. We apologize for the delay.

We first and foremost apologize to the customer for the troubles she faced at the [redacted] store. We will offer the customer a 50.00 gift card for her troubles. Customer can call the customer service department at ###-###-#### and let us know where she wants the gift card sent to.

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.

We will look to see about replacing the center support which is damaged. We expect to have a replacement after the holidays by next week. The customer will be contacted once the replacement item arrives.

[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: this is a false statement made by Regency. There  was no fine print located anywhere stating minimum purchase required. The employees also stated during the labor day sale that there was no minimum purchase required. However, I resolved the issue with the company over the weekend and wish to close this claim. 
Regards,
[redacted]

Initially, the when we said "refund" we had misspoke. The manufacturer has allowed a re-selection of the merchandise. We're perfectly willing to allow the customer to re-select merchandise of his choosing once this furniture is returned. To return it, the customer can either pay us to retrieve it or bring it to our warehouse. We apologize for any misunderstanding our statement may have originally caused.

See Attachment

As stated prior, we have no proof that the neighbors were home during that period. However, we're giving the customer the benifit of the doubt and therefore paying half of the re-delivery feel.

The customer is scheduled to receive the delivery of the sofa on 11/16. We are confident the customer will find the condition satisfactory.

After reviewing the complaint, the service department has determined that the damages were the result of normal wear and tear and not defective. Should the customer choose to appeal this decision, she can write to the board of directors at [redacted] Brandywine, MD 20613.

I took my 2002 Dodge Ram in because I thought my transmission was switching back and forth from 3rd to 4th gear. Bob [redacted] had the tech run a free diagnostic on it. They found an electrical problem and cleaned it up. I asked how much for the repair? $0 was the answer.
That....is EXACTLY the kind of place I will recommend to anyone and will definitely go to if I need any Transmission work. It's all about service. Something lacking all too often in business today. Thanks guys!!!

I purchased a power sofa and loveseat recliner from Regency in Fredericksburg VA. on 1/10/15. It was delivered 1/31/15. On 2/9 or 10th one of the motors on the loveseat stopped working and the loveseat has been in the fully reclined position since then. Numerous phone calls have been made to the store manager, salesman and repair company (which btw is not Regency Furniture but someone they sub contract to) When I called customer service she took the info and told me they would call back in a week to set up an appointment to COME LOOK AT IT, DIAGNOSE IT, and then would have to come back with the part to fix it! Really??? I waited a week and finally called them back approx. 2/19 or 20th. and left several messages. Someone called me back the next day and said repair would be out to LOOK AT THE FURNITURE March 2. Really??? That they would call 2/28/15 to tell me when they would come on 3/2. They called at 8pm 2/27, my husband was quite frustrated at that point and the repair service hung up on him. I rec'd a phone call from repair on March 3rd, telling me that the repairman did not come and we would have to set up another apt, she would call be back with a date within the next week. Today is 1 week later and still no phone call. I would advise not doing business with Regency, [redacted]. They are all owned by the same entity. They are very good at selling you furniture but one it is delivered they have no desire to assist you with any repairs. I will NEVER deal with this company again and I would think twice about it before you do!

Review: I purchased a sectional sofa along with a breakfast table from this furniture store sometime before this year (2014) thanksgiving. The furniture arrived the Saturday after thanksgiving 11/30/2014. The sectional sofa was delivered with a punctured hole to the right of it and damage to the far left side of the sectional. The breakfast table was intact. I didn't want to receive the furniture in this condition but the delivery guy assured me that a technician would be able to fix the damage in some days. The delivery guy then contacted a person from "customer service". I spoke to the unidentified female representative who took my information down and stated that someone would be in contact with me within 3-5 business days. The days passed and no one contacted me. I then started calling customer service to speak to someone about the matter and see how much longer it would take them to respond. There was a total of 10 calls and a re-visit to the purchasing store to see if the manager can do something about the situation. When I signed there paper receiving the furniture I wrote on it that I would receive the furniture with the agreement that they would take care of the listed damages and if not I would like to return it. My first couple of calls to the service center representatives informed me that a ticket had been created for me, so I asked what did it meant and if they could give me an approximate time of repair. They stated no time, just that it was in a ticket. I called just about every other day and no one could give me a straight answer and when I asked for a manager no manager was available at every different time I called. I was just hitting brick walls and still am getting no where meanwhile I need to keep paying for damaged sofas. I finally then spoke to a service manager Dec 18th who assured me that she would help me. She told me to take pictures of the damaged sofa and email it to her so that she could see if there are any fabric or other items they need to order to fix my sofas. I asked her why didn't the very first person I spoke to ask me to do that so he process could've been sped, it is nearly a month after I've received the sofas. Anyway so she tells me she would be in contact with me after a day or so of receiving the pictures. I have resent the email 3 times because she has still not contacted me. I seriously don't know what to do, this business should not be operating misleading and stealing from hard working citizens. I need your help in trying to get them to repair, exchange the property or refund my money. I purchased the warranty on these sofas as well for an additional 200 dollars and the sofas were 1100.00. I feel like I've been robbed and have no where to turn to. Please help. I understand I should've never accepted the sofas I such condition, but they assured me a technician would be out to fix it. 9 days to go to complete a month since the promise was made and yet no resolution.Desired Settlement: I would like my property to please be repaired, exchanged or refunded.

Business

Response:

We apologize for the delayed response. Our service department has been backed up significantly. However, we've reviewed the customer's pictures and we'll be replacing the items with new ones. Best Regards,[redacted]

Consumer

Response:

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

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: c[redacted].