Regency Furniture

Review: I purchased a sectional sofa from Regency furniture in April 2011 with a 5 year warranty. After a couple of years several pieces of the furniture had damage which was covered under warranty. When I called the warranty company, they did not have any of my information. I found out that Regency never gave my information to the warranty company and kept $169.95 that I paid for it. After several months of phone calls and emails Regency finally sent someone out to fix my sofa. They also finally registered my warranty with the warranty company after about a year and a half. Now there is more damage to my sofa that should be covered under the 5 year warranty. I have been trying to resolve this since April 2014. I have called Regency and the warranty company at least 30 times over the past 5 months and sent several emails to no avail. I found out today that the sofa has been discontinued and they cannot get parts to fix it.Desired Settlement: Replace the sofa or refund the purchase price + the warranty price.

Review: We purchased bedroom furniture 12/26/2010 along with the GBS warranty plan. This week, one of the bed railings cracked. After speaking with the GBS warranty representative, I was informed that our warranty doesn't cover "that kind of crack" in my bed frame. It only covers surface cracks and was given the example of "cracks caused by sun exposure". Really? SUN EXPOSURE?? We were never informed at any time by Regency Furniture that the warranty only covers things damages that NEVER occur in real life. I specifically remember being told that the "warranty covers everything". Our bed was used for its sole purpose of sleeping. Regency must know that their furniture is cheaply made and they intentionally sell bogus warranties that rarely, if ever, cover legitimate damage. Regency should honor what their sales team is selling to unsuspecting customers. I now only have the option to purchase a set of new rails or an entire new bed. The catch? My bed has been discontinued so there's no guarantee the new rails would fit my bed. Another catch? If I chose to purchase the rails for $180 (plus delivery charges of course) and they don't fit, I won't get my money back. How's THAT for customer service? Regency won't even meet us halfway with a compromise.

I have since cancelled my new order of furniture for this VERY SAME REASON because even the new sales representative said the SAME THING about the warranty. "It covers everything." No. It doesn't. Regency, you have lost a customer who in total has spent $2300 (would have been $3300) on furniture and would have gladly continued to purchase items had it not been for this dispute.Desired Settlement: Regency should offer the replacement rail free of charge OR allow me to return the rails for a full refund if they do not fit since my bed is discontinued. It's clear the bed is cracked and will require a new rail. If I have to pay for the rails and they do not fit, Regency should at LEAST offer a refund on the rails. That would be appropriate customer service.

Business

Response:

Customer wasn't sold "bogus" warranty - we've been selling warranties for over a decade now. Should these warranties turned out to be bogus, the entire company would have collapsed by now. The warranty company - which is a seperate company - denied the claim because they have conditions for action. This particular damage did not meet those conditions. There are a list of conditions that specify what kinds of damages are and are not covered. Sun damages aren't the only types that are covered (this kind of damage does happen sometime - the assertion of sun damage "never" occurs is not only untrue, but false.

Finally, the customer had their rails replaced soon after their initial delivery. They're out of their one-year manufacturing warranty. We will not be servicing merchandise.

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:

Thanks for your response. If there weren't warranty issues, there wouldn't be numerous complaints about warranty validity on the Revdex.com along with several other complaint lists I've found online. I have gladly taken my business elsewhere where they actually value customer service. If I read everything on the Revdex.com about GBS and Regency prior to purchasing my furniture in 2010, I would have saved myself time and money from the very beginning.

Review: On July 18, 2013 we purchased an electric reclining leather sofa (850.00) and an extended warranty (108.00) from Regency Furniture in [redacted], Md. It was delivered on September 12, 2013 with a tear in the leather on the front arm. We told the delivery men to take it back and they said they were not with Regency but contracted by them and they do not accept returns as they have no place to take them. They said policy was they would send a tech out to see if it could be repaired and if not Regency would replace it. We waited several months for service to schedule the call. They said service was very busy when we called. Several months went by and we got a call for service. He came out, took pictures and said it needed a new leather skin. Again, we heard nothing, and finally we got service on April 16. He replaced the leather skin and shortly after that we called to let them know the stuffing was missing and there was nothing but wood under the leather skin and it was not like the other side of the couch. Several months later a tech comes out and said the cushion had fallen and it was most likely due to the previous service call. He would submit a quote to Regency Furniture and move forward after their approval with repairs. We waited several more months and called again. The service phone rang off the hook and no one answered, so we went back to the front desk who did get someone to help us, who took our information, put us on hold and then disconnected us. June 3, 2014 we called back and spoke with Mercedes who said she would send an email to Robin Ahmad and have her call us. She never did. Today, July 22, 2014 we call and Mercedes said the case was closed out for reasons of normal wear and tear. We asked to speak to a Service Manager and we were transferred to Ms. Eliose who said we should have never accepted the furniture on day one and we explained we tried. She said it was closed out because it was too expensive to repair and the cause was normal wear and tear. She said there was nothing she could do and said have a good day and hung up. The warranty on this item is; frames limited warrranty, leather limited lifetime, cushioning 1 year, however, we purchased a 5 year warranty on top of the normal warranty. It has not been a year yet and the problem was present from day one and has only worsened with their attempts to repair it. Now the frame appears to be leaning on that side of the chair as though it is going to fall off.Desired Settlement: Refund the purchase price of the sofa and the extended warranty to my [redacted] and pick up the damaged sofa.

Business

Response:

We've reviewed this complaint. Throughout this process, we've followed proper protocol and acted accordingly in order to service the merchandise. We've sent the service tech. to address the issues with the tear, replaced the arm and the fibers in various places. Since the beginning, the customer has been complaining about the quality of the merchandise - but we have tried to make sure the merchandise went back to manufacturer specifications. At this time, there's nothing more we can do regarding this merchandise.

Review: On Wednesday 07/16/2014 myself and my three teenagers went out looking for furniture. We stopped in at Regency in [redacted] and started looking we had actually had a lot of time to walk around and look at what they had due to the fact that nobody even acknowledged we were even there! That went on for about 20 minutes or so, finally a man by the name of Jameel H[redacted] came up to my kids and myself and said oh sorry we did not even know that you were here because we are under staffed. I told him I was looking for Mac M[redacted] was he in! Jameel looked at me funny and said no he is not. He said so what are you looking for I told him I'm looking for a sectional cloth but mostly leather. But first I do not want a recliner sofa nor do I want a couch with loose pillows I was very specific in what I'm looking for. He drug me all around the store looking at reclining sofa's as well as sofa's with loose pillows. At that time I was by myself with him the teenagers were sitting in there message chairs that they have there. I had asked him again do you know when Mac will be back because he was obviously not understanding what my wants were. Jameel asked me how do you know him and why are you looking for him I explained that I was a Sales Manager and my husband used to work with him as well as his girl friend works with me. He said OH!! That woman is so horrible we fired her from here because she said to me in front of customers that I'm a F'n foreigner from another country and you need to get out of our country and go back to your own. I was like wow well if someone did that at any business I would think they would get fired. He then said ok well there is nothing I can do for you we don't have anything your looking for if you have any questions let me know. I met back up with my children and I had found two sectionals on my own and I wanted there opinion on what they thought. Jameel walked back up to us on the first one I was showing them and said oh you like this one and I said I do but the kids do not so we walked over to the other one and my pregnant daughter sat down and said mom this couch is to hard and not compfortable and he told her that is because all of her weight is in her butt because she is pregnant and he proceeded to tell her that she need to breast feed and my daughter is only 19 years old and her face turned bright red she was so embarrassed as well as I was he told me to make sure that she brestfeeds I was never so embarrassed in my life and have never been treated that way in my life, his phone rang and the last couch was by the doors and I told the kids come on we are leaving. Well I explained to my husband what had happened and because we works so much Sunday 7/20/2014 after church he said we were going back up there to speak to the manager because this is unexceptable behavior. We went back in there and we did see Mac M[redacted] the Sales Manager and my husband and myself explained what happened and he said to give him a minute and he went into the General Manager office and he came out with a card and on the back of it he put down his email and said he wanted me to send him an email and let him know what happened because they have had several complaints of sexual harrassing with this man. My thoughts are like why is he still there and why are they allowing him to do this to people. Well needless to say he gave us to another sales associate and said from here on out he will take care of you his name was Michael S[redacted]. Mr. S[redacted] was so proffesional and very respectful. He helped me find exactly what I was looking for as well as showed us on the computer the same sectional in other colors. Well when he pulled it up it showed the price they were advertizing it for and there cost. When we sat down to do numbers the Manager Mac said he was going to take care of us not to worry and when we were doing the numbers he basically was charging more that what I seen they paid for it! The MSRP was $1,999.00 there sales price was $1,699.00 and he was going to sell it to me for $1,550.00 and on the computer I seen the price was $1,299.00. I told him I did not want to pay $1,550.00 and he proceeded to tell me he did not want to sell me a couch at this point. I was like you don't ok well I stood up and told my husband I was so done with this place and I was not buying anything from them. Not only are they rude and sexually make inappropriate gestures but they also try to rip you off after all the [redacted] they put you through! Whats sad is all I wanted to do was buy a sectional for our new home that we just bought!Desired Settlement: I believe that a company should not have employees working there with the general public that behave like this. They owe my family an apology as well as the sectional that I want I can not buy from Ashley they should allow me to buy it at cost and have it sent to my house and let me pay by phone so I never have to see them people again.

Business

Response:

We apologize if the customer had a bad experience at one of our locations. We take matters like these very seriously and are investigating the situation. Our sales representatives are trained to communicate with the upmost respect towards each other and to customers. Should we find that any employee failed to uphold standard protocol, we would address the situation accordingly.

Review: A brand new table and 6 chairs was paid for on March 02, 2014. During delivery I noticed that the merchandise was broken and tried to not accept delivery. Both the delivery person and the store would not take the merchandise back and left it at my property. I tried contacting the company multiple times and the only help they are providing is the repair of the merchandise to near brand new condition. This of course violates the agreement reached during the purchase in which I was to be delivered brand new furniture.

Please find listed the sequence of events and attempts I made at resolving the situation with both the store and the company. Please contact me (as I cannot submit files via the website) for documentation signed during the purchase, the documentation signed during the

delivery, emails sent with pictures and [redacted] post. The resolution required is for the refund of the money paid for the merchandise.

• March 02 (around 1:00pm): Purchase made. During the purchase I talked to both [redacted] (the salesman) and [redacted] (the manager), and mentioned the need for urgency on the delivery as I will be moving to Japan. They indicated that this would not be an issue. They provided an approximate date of delivery of the following week, but couldn’t give me an estimate.

• March 02 (around 5:00pm): I called the furniture store to inquire about the delivery date, I was given a date of March 11 by the office assistant, but no time was available yet.

• March 10: Received a call from the furniture store delivery department. My furniture was scheduled for delivery on March 11, 2014 between the hours of 8:00am and 12:00pm (noon).

• March 11

o 10:00am: Delivery personnel came to deliver the furniture. The purchase included a sofa, love seat, table and 6 chairs. From this the sofa and love seat were returned to the delivery personnel as it wouldn’t fit in the apartment. During delivery we found manufacturing problems with 3 of the chairs. I requested the delivery personnel to take these, mentioned this to their dispatch service on the phone, and was written on the delivery paperwork. After the call was completed, the delivery personnel brought back the chairs and refused to take delivery indicating that the customer is required to keep the chairs at the time of delivery and that the furniture store would pick up the defective chairs when they exchange them. I also tried to contact the furniture store at this time, but they would not pick up the phone.

o 11:00am: Upon further inspection I noticed more issues with the merchandise delivered to include paint peeling, chipping and fading, cushions coming loose, glue on leather, cracked wood and others.

o 11:35am: Called the store and indicated the issue with the chairs. They indicated that they would call me back after talking to the delivery department.

o 11:48am: Received a call from the delivery department at ###-###-####. The person on the phone indicated that they only options available were to send a technician to repair the merchandise as it was company policy. I indicated that I was never informed of this policy at the time of purchase or delivery. I indicated my concern as I am paying for brand new furniture but been given defective furniture. After much discussion I decided to call the [redacted] store again.

o 11:54am: Called the [redacted] store and asked to speak to the manager. **. [redacted] was put on the phone and I discussed my concerns. He again indicated that this was company policy and nothing could be done. I asked why I was not informed of this policy at the time of purchase; he indicated he couldn’t comment on that. He directed me to call the customer service line and speak to the Director of Customer Service to see what could be done.

o 1:46pm: Received a call from the repair department at [redacted]0. I explained the situation again about the defective merchandise delivered and again they mentioned that company policy only allows the repair of merchandise and not exchange. I indicated my concerns as this is supposed to be brand new merchandise and shouldn’t need repairs.

o 2:01pm: Called customer service and requested to be routed to the director of customer service. The person attending the phone call ignored my request and started to ask details about the order. I asked a second time if I could get routed to the director of customer service and the lady indicated that she needed to take notes first. After explaining the situation to her again she indicated that it was company policy to send a technician and that was the only option I had. I indicated that I wished to speak to the director of customer service and she refused.

o 2:44pm: I proceeded to post on the Regency Furniture [redacted] page explaining my situation and requesting assistance. I have not been contacted by them yet. The post read: “I received my delivery of new chairs today. 5 of the 6 chairs have major defects to include cracked wood, peeling paint, glue in the leather, and wobbly. The delivery person would not take the chairs back. I informed both the dispatcher and the store of the issues and the only solution given is to have a technician come over and fix the chairs. Why would a brand new item need repairs? I need brand new chairs like I was promised during the sale, but delivering broken furniture and sending a technician seems to be company policy. No one seems to be able to exchange the chairs. What can be done to rectify this issue?”

As one can see from these events, I have tried all channels possible with the merchant to resolve the issue, yet the merchant is not agreeing to work with me. The solution proposed is to receive new merchandise as purchased or receive a refund. The merchant just keeps on routing me to different people and does not offer any help. Please note that at no time during purchase, or delivery the customer is made aware that the only way the company handles defective merchandise is by technician and not by replacement. I feel this company is running a typical bait and switch operation by selling merchandise at premium prices and delivering subpar merchandise while not offering any options to the customer. Just like me, there are probably many customers that have received defective merchandise and seen without options in what to do. If the company is to sell second hand or defective furniture, it should be advertised as such. If I knew I would be receiving this merchandise and of the existence of the company policy mentioned by customer support, I would not have made this purchase. I hope this can be resolved in a prompt manner. Thanks for your help in this matter.

Sincerely,

[redacted]Desired Settlement: I have tried to received an exchange or refund for the merchandise. I have explained to the company that I will be deploying in the next few weeks outside the U.S. and need this matter resolved promptly, but the company refuses to perform an exchange or refund indicating their "All Sales are final" sentence on their documentation. As I wont be in the U.S. after April 20, 2014, I wish to proceed with a refund.

Business

Response:

Customer can receive a full refund of their merchandise.

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 business picked up the furniture, but refused to provide a refund on grounds that the bank is holding the funds. The bank has instructed the business from the beginning that the holds will be on hold until the business can provide a proof of refund. Please see the write-up attached. Thanks for your assistance.

Regards,

Business

Response:

We're making contact with the credit company and are awaiting their response.

Review: We purchased a bedroom set(6) from Regency Furniture with the warranty, in October 2011. When the furniture arrived, the furniture appearance looked as if the furniture was used so we declined the delivery. The furniture was re delivered and set up. I noticed the night stands were missing. I contact [redacted] in regards to the missing night stands, [redacted] stated he forgot to add them to my order. I called Monday July 15th to inquire about the purchased date, price, and warranty. I also stated that my furniture had been vandalized. I was instructed by [redacted] (employee) to the warranty company and she provided the phone number. I called the warranty company and was advised ther was no acct set up to call customer service. after placing several calls to customer service, I was advised by [redacted]( disruptive employee) that my warranty had not been entered because of a past due balance. After questioning past due balance. I was told that the night stands was added to the purchased that was paid in full and delivered. I had no knowledge of a past due balance, and regency would not have re delivered my furniture with a balance on the acct. I was also offered a refund for the warranty that was paid at the time of purchase. The invoice for the items delivered should hace been closed, and a new invoice should have been generated for the night stands since the manager forgot to add them to the initial order. I dont need a refund towards the items that was purchased, the funds to purchase the warranty should have entered into the system, the way management advertised the warranty should cover my damages. Im being told that this purchase is old, any invoices with no deposit should closed at some point. Poor business and leadership, disruptive staff, no customer satisfactory.Desired Settlement: I would like to have the warranty honored the repairs for what the warranty was advertised to purchased

Business

Response:

**. [redacted] made the purchase. All is in his name. [redacted] called the day of the second delivery requesting another nightstand. That was added to the same order. She did not come to the store to pay for that night stand, leaving her order open and the information not sent to GBS warranty services. **. [redacted] called to report someone had broken into her home and vandalized her property. The warranty would not have covered such damage. She was still informed of the balance for the night stand and never made it clear if she still wanted it or not. She was told that since the order was in **. [redacted]'s name, the refund would be applied to the cards he used. She claimed they were in her name and the accounts have been closed. We informed her she must provide proof from the bank should any refund be issued to a card.

Thank you

Review: I purchased a bedroom set (chest, dresser w/ mirror, 2 night stands, head and foot board) this time last year, 2012 and upon delivery of the items I inspected them and my dresser w/ mirror was not well put together and had dry rotted on the corner. After receiving the furniture well after my delivery time, I contacted Regency's CS and another dresser was delivered a week or more later. Upon the late arrival of the replacement dresser, I inspected the dresser outside before accepting it and along with the drivers I found, poor workmanship and preexisting holes in the back of the dresser. I told the driver I did not want the replacement and they lied and said I had to accept it and call the Customer Service Department. I placed the call and CS said that I am well within my rights to not accept the furniture, but it was too late because the drivers had already pulled off. I spent weeks calling back and forth and sending emails to [redacted] for them to rectify my dissatisfaction with there service after my purchase was paid off in full up until I received the furniture. To this present day that situation has still not been rectified.

On approximately July 1st, 2013 the poorly crafted wooden frames of the head and foot board broke as I laid in the bed. Upon inspection of what broke, it was the small planks that hold the queen mattress along with the wood that held the bed up. The screws has also split the wood that was holding the bed. On July 9th, I placed a call to Regency about my existing claim and asked for the warranty information. At this time I was told that the warranty only covers accidents, not breakage. And I then further enquired why they do not tell people that when they offered me the warranty. When I was offered the warranty they did not explain what was and wasn't covered. The only thing said was "would you like to purchase the warranty in case anything happens to your furniture and it can be replaced" and I said yes and purchased it. I then called the warranty place at [redacted] and was told they only cover accidents, which was not explained or told to me when I coughed up the money to purchase the furniture that was not well constructed and someone clearly did not honestly cover the checks and balances before this furniture was shipped out or sold.

A woman named [redacted] in CS told me that because it has been a year they would also more than likely not address my initial complaints let alone this one.Desired Settlement: I would like new frames for my bed, I would like the dresser to be replaced that was never rectified, and I would also like a portion of my money back from the facts that it has been a year and from the beginning of dealing with Regency after paying for my furniture in full they lacked any amount of customer service.

Business

Response:

The issue with the dresser was not resolved. We are willing to exchange the dresser. However, the breakage she has with the beds is not covered under the manufacturer's warranty nor the 5 year protection plan. We cannot repair/exchange the bed.

Thank you

Review: I purchased two bedrooms sets which I had for about a year now. I also purchased a five year warranty on the bedroom sets. One of bedroom set footboard came aprart. I asked the salesman before I purchased the bedroom sets was the wood cheap. The same thing happen to my best friend bedroom set too. They told me that the footboard is not covered under the warranty. So basically I wasted money on a cheap bedroom set and a warranty that doesn't cover basically anything. The footboard coming apart wasn't do to neglect or being damage by me. The screws were screwed in perfectly tight and the footboard just came off from the bed. I feel like the salesman just wanted a purchase knowing that this furniture wasn't in good condition.Desired Settlement: I would like for them to replace my son bed.

Business

Response:

We apologize for the misunderstanding. Customer has two warranties. The first is the manufacturing warranty in which manufacturing damages are covered within one year of purchase. The second warranty is good for five years and covers accidental damages. Should the customer not use it in five years, they are entitled to a refund.

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 im confused. Are they going to replace the footboard or not?

Regards,

Review: Sofa purchased 12/30/2013, delivered 2/2014, service call 8/2014, inspected - poor construction quality found, new cushions 9/2014, same issue 12/2014

Since delivery, I have complained to the manufacturer that the sofa feels that you are sitting on the floor and the cushions turn into pancakes. I purchased the warranty which in effect, covers nothing. They sent a contractor to look at it, which he noted poor quality manufacturing. Ashley sent new cushion inserts after the report, which they state was out of courtesy, however I believe they know full and well that this particular sofa has an issue. Less than 6 months later, the same issue is occurring. I have consistently contacted customer service, with no follow up, except by me to see the status of my complaint. Since the initial complaint, I have asked for a replacement and/or to return the piece and get a refund. They refuse to replace or return the piece. Today after many, many phone calls, I finally spoke with the customer service manager, who basically told me "ohh well" that I purchased this furniture and that I am stuck with it. This is not the type of business they profess to be in their advertising. I feel like they take advantage of consumers.Desired Settlement: I would like them to take the furniture back and refund my portion of the moneys spent on the sofa and chair, so I can take my business elsewhere.

Business

Response:

We have replaced the cores as a courtesy. At this point, the management has decided not to continue to replace them since we've already done so.

Review: I recently put 800 dollars down to hold furniture at regency furniture. I was told at the time that I would be able to recieve a full refund within 3 days if I changed my mind about the purchase. With in 48 hours I returned and asked for my money back. At that time they then told me that I now had to wait 21 days to receive my money back.

I have had several unpleasant dealings with the ppl at this company, both customer service and at the store location. I patiently waited the 21 days for the refund, which is unacceptable to start with, only to be told that I would receive a check when the money was available at the Langley Park location.

Initially by my estimate the 21 days would have been due on Monday 17th, however in speaking with the manager the customer service office she notified me that there were 2 days within that 21 day period when the office was closed and so in fact the 21 day period would be on Thursday. I corrected her that the 21st day would actually be on the Wed 19th. She initially resisted and kept telling me the Thursday and then when she realized she was wrong she said that I would receive the check by the end of the week. I told her this was unacceptable as the contract with Regency says 21 days and I will not accept a day more. Further more 21 days for any monetary refund is unreasonable, so why must I now have to wait another 1-2 days.

I asked to speak with someone else and the customer service manager said there is no one else I can speak to and she said she was not going to speak with me any longer about this issue and hung up. This was in fact my second encounter of the same kind with her. Her name is Eloise Battle. The person at the front desk who answered the phone was equally rude if not more so and her name is Riscaria Corbett.

I called to speak with the secretary today at 1:30pm EST and was told point blank “No” by the front desk personel. Every single time I have called both monday and today re: when I will get my money back I have been given the run around and basically told that noone knows where my money is or when I will get it back and I refuse to accept this. As far as I am concerned this amounts to theft.Desired Settlement: I want my money back today and I want reimbursement for the gas I have to use to drive to the location to collect as well as for the money spent to send them registered mail.

Business

Response:

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

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 went to the business on the 19th of October and informed them that I wanted my money back. There were 2 days where the business was closed which makes 21 days last week Wednesday. I should have received my money on Wednesday the 19 th of nov not "sometime this week". The contract stipulates 21 days, not when ever they feel like. This is time sensitive, I have rent to pay and other bills due this week. This money should have been returned to me last week so I could get my rent and other books in order. It's also time sensitive because I have visitors coming this week and I needed extra furniture before they got here so that there would be enough space for everyone to be comfortable. That is unacceptable. If I am unable to pay my rent I should be reimbursed for any charges added to my rent and any other action that I have to take if evicted. Thank you.

Regards,

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 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,

Business

Response:

We sincerely apologize for the delay in the processing of the check - which was sent. Should the customer want to seek an apology, please write to the board of directors at [redacted]. Brandywine, MD [redacted]

Review: Damaged cocktail table received, replacement pieces sent broken and almost 2 months later still waiting on additional replacement pieces. Low quality!

On June 28, 2014 my husband I purchased at [redacted] Rectangular a Cocktail Table Item #[redacted] for $238.93. It was delivered to our home approximately 2 weeks later. Shortly after it's arrival (within the 1st week) the wood started splitting and the bottom shelf actually detached from the table. Kelly from the Customer Service dept. Indicated that they would ship out a new bottom piece. Approximately 2 weeks later the new piece came broken. I informed the office and the store I no longer wanted the product due to its poor quality. They refused store credit or refund attempts. Currently, weeks later I am still waiting on another piece to be sent to fix the table.Desired Settlement: I no longer want the table or any product from Ashley furniture. I would like my account credited for 238.93 + tax and the table along with all the broken pieces picked up from my home.

Business

Response:

At this point, customer cannot return the entire set because all sales are final. However, we've ordered new pieces for the customer to replace teh damaged table. Customer's new table has arrived and can be delivered whenever the customer would like it.

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 merchandise is of poor quality for the money spent. It was my understandingthat the company stood behind their product. If we had damaged the product that I would understand

Review: Purchased $3,000+ worth of furniture end of Dec. 2012. Delivered on Jan. 3. Furniture damaged, weeks to replace but when driver was leaving residence he drove thru yard and over (and crushed) a stacked stone retaining wall. DESTRUCTION OR PRIVATE PRPERTY. Obtained a quote from the same landscape company (that originally installed) for $500.00. Regency said they would only pay $250.00. We would not accpet anything but a complete repair to original condition. Sent 1 payment of $250.00. It is now Feb. 27th and we have documentation of NUMEROUS phone calls and emails without reply. Emailed today and customer service manager replied and told my husband to stop contacting her and she would not reply to any additional emails. They owe us $250.00Desired Settlement: Payment in full of $250.00

Business

Response:

[redacted] has had his property repaired for quite some time. We have been in contact with the company that did the repair and all is good. This was between Regency and the landscaper.

Thank you

Review: On July 12th 2014 my wife purchased a junior bed see invoice ([redacted]), listed sales person gave an estimated arrival of the first week in September the purchase made in July. This date past without any store contact reference the status of my wife purchase, prompting her to call to check the status of her purchase ,apparently she spoke to the Fredericksburg store' manager and was given a new date of the September 22nd . Once again on September 23rd at approximately 1155 hours I called the Fredericksburg Regency site store to inquire as to the arrival of a product paid in full, I spoke to “Bailey” I requesting to speak to a manager, was placed on hold for several minutes then told the manager is unavailable to speak to me. I requested the corporate office number and was given (###-###-####) a Maryland Store. Left on hold obviously while the person at listed number was being briefed as to the nature of my call. I spoke to customer service rep "Jackie". Jackie pulled up my wife's invoice and stated that all the information she was given over the past month in a half were all only estimates, and I should make reference section 2 subsection b of the customer service agreement which makes reference the 2 to 6 weeks for estimated deliver of product and services, then Jackie states “but we actually have 8 weeks, which means your bed should be estimated to be here by October 3rd.” If I make a purchase of an item and it is relayed to me that the item will be delivered on a date and the “deliver” fails to deliver on that day that is called "breach of contract". When the purchaser (Me)request the deliver (Regency) to produce the item as estimated and the “deliver” (Regency) refuses to the deliver the item that's call "Theft of Service". Under the Purchasers bill of Rights I have the right to inquire as to the status of my item until I’m satisfy that my purchase will be met. Apparently “Jackie” believed the manager would be uninterested in speaking with me because all the information that [redacted] needed to know was on the listed invoice. Further I’m to understand it is store policy that refunds are only given in the form of store credit or in the form of a deter purchase item in the store. So to paraphrase “if you are not satisfied with the item or the service you receive your only recourse is to be force to take something else but not getting your money back as a option”. Revdex.com, it is my recommendation reference purchases from the Regency Furniture Store that business with the Regency Furniture Store is unsatisfactory at best and I recommended you use your hard earn money at a business that actually cares about customer service orientation from before your purchase until it’s time to make a future purchase. Thank you for your time and patience in this matter.Desired Settlement: Delivery of product in a timely matter and clear explanation as to why the customer service agreement was breached.

Review: On August 17, 2008, my husband and I purchased a $1,227.44 dinette set, consisting of a table and 6 chairs; this set was then delivered to our home on August 20, 2008. When we made the purchase at the [redacted] store in [redacted], sales consultant [redacted] persuaded us to purchase the 5-year warranty under the pretense that the warranty covers “everything” and, if unused, can be refunded. We have never utilized the warranty since its purchase.

This past weekend, while my father was sitting in one of the chairs, he noticed that the leg seemed wobbly. As he began to get up, one of the legs under the chair fell out and the entire chair collapsed. When we went to examine the leg to reattach it to the seat, we realized that the bolt had been screwed on too tightly and the thread of the wood was nonexistent.

Upon realizing that we could not reattach the leg, I asked my daughter to call the store to get the item repaired. On March 11, 2013, my daughter called the warranty line at [redacted]. However, the warranty representative told her that this damage is not covered. When my daughter explained that the [redacted] representatives told us that “everything” would be covered, she was told to contact the store. Consequently, she called the [redacted] in [redacted] at [redacted]. The store said they could not be of assistance either and directed her to call the Regency Furniture customer service line at [redacted]. After being on hold for 4-5 minutes, a representative picked up and said she would transfer her to a supervisor. After another 4-5 minutes on hold, the call was forwarded to the same representative, who tried to connect her with a supervisor again. This occurred 5 times before the representative finally agreed to take down our account information, which she said would be sent to a supervisor for a same-day call. No call was received on March 11, 2013.

So today, March 12, 2013, my daughter called the Regency Furniture customer service back and spoke with a corporate office representative named [redacted] told my daughter that, because [redacted] was purchased by Regency, there was nothing that could be done except by the local store. My daughter explained that companies that buy existing companies make said purchases with the understanding that previous customers and clients with issues will arise and the new parent company must take responsibility. However, [redacted] curtly repeated that the only thing she could do was ask a supervisor to contact us to “further explain” why Regency Furniture could not be of service. [redacted] added that there was no record of any previous calls from my daughter to their customer service line. However, my daughter explained that, if needed, she could present proof of the fact that a conversation occurred by presenting the phone bill. After hanging up with the customer service office, my daughter preceded to contact the [redacted] store, as suggested by the corporate representative. Upon calling [redacted] and explaining her circumstances to a representative, she was placed on hold for 15 minutes before being hung up on. When she called back, a store representative named [redacted] picked up, placed her on hold, and left her that way. Consequently, while keeping her number on hold, my daughter decided to call from our home phone. This time, [redacted] picked up and seemed willing to speak rather than asking her to hold until she had serviced the previous caller. My daughter then explained that she was the same caller as before and had been holding to speak with the manager for over 20 minutes. At that point, [redacted] impatiently asked for the reason of the call and, at the conclusion, said she was unsure as to why the corporate office could not be of assistance. [redacted] then transferred my daughter to the store manager [redacted]. My daughter explained the circumstances once again, only to receive yet another discourteous response. The store manager said that, because [redacted] was under new management, the store could not take responsibility for the lie told by its employees previously nor could they be responsible for the products sold. When my daughter encountered this most recent discourteous interaction, she ended the conversation and told me of the progress (or, rather, lack thereof) made.

In addition to the rude behavior and complete unwillingness exhibited by every agent to assist us, we are further vexed by this incident because my husband, who is currently receiving palliative treatment for his liver cancer, could have been seriously injured had he stayed seated only a moment longer. Furthermore, the fact that every single chair is similarly built makes us hesitant to continue using this set.Desired Settlement: We would like for these pieces of furniture to be repaired or replaced before any of us are injured. If neither of these options is amenable, we would like a refund so we can replace the dinette set.

Review: on feb 16 2013 @ around 2 p.m.I took my mum for furniture shopping coz she wanted to returnback home ,she had work so hard to bring me and my brotherto this country to better our lives,I decided to take her shopping coz she is going back home,so we went to the store to put a lay away furniture for a bedroom set and a living room set,I gave them three thousand dollarsfor both the bedroom and the libingroom set,after I came home I went online and take a look at other furniture store and I found out tht the same bedroom set is cheaper on other stores,so the following day I went back to the store I spokr to the manager on duty by tge name of [redacted].I told him tht I will like to cancel the order for the bedroom ,but I wanted the living room set and he told me there is mo way they gonna cancelthe bedroom and I ask him,wht abt my.money and he said its your lost ,snd I try to explainto him tht ,I just wnt the three thousanddollarsto go to the livingroom.instead of the bedroomset,but he refusedto help me I keep callingthem,they said there is nothingthey can do abt it,am a single mum and I workso hard ,I just wntto do something nice for my mum,coz she is an amazing mum and she deserves the best in the world for all the wonderful things she have done for me and my brother,,Desired Settlement: I just wnt them to cancel the bedroom set and use the money for tge livingroom set,,pls am asking you guys to please help me out,,

Review: Billed me for furniture and never delivered it. After they cancled for the sixth time I gave up and requested a refund.Desired Settlement: Refund the money to my credit card.

Business

Response:

**. [redacted] was allowed to cancel his order and receive a refund.

Thank you

Review: I purchased and paid for furniture on June 1, 2013. It was NEVER stated to me that delivery was going to take from 4-6 weeks at the time that I was making the purchase. NOT by the Sales Rep, nor the Accounting Dept, that HAD no problem taking my money and asking me to sign a contract that stated that delivery clauses.

I called near the end of June when no one called to tell me the status of things and learned that my order has not been received by the warehouse and was told that the expected delivery of these items would be on 7/7/13. Even though I was upset and explained my feelings over the phone, I was told that since I signed the contract, there was nothing I could do about it other than wait.

On 7/8/13, I called Regency and spoke with a women by the name of Dana who explained that the furniture is not scheduled to arrive in the warehouse until 7/15/13. I asked her what happened and she said that she cannot answer that, she can only tell me whats on the screen. I explained that 7/15/13, would make the 45 day mark and that Regency was violating its own contract by having the furniture to my home by the 15th and requested that a manager call me back. I was told that there were three managers and their names were [redacted]., [redacted] and [redacted] and that someone would return my call. Even though I left return telephone numbers to call me back on [redacted] decided that she would call the home phone ( a number that I was not going to answer) and she spoke with my husband.

She then called my job (a number that was left for her to call me on) and was extremely guarded, rude and obnoxious. She kept telling me that pretty much that they are within the time frame of delivery and that she cannot guarantee that the furniture will be delivered on time. She told me that I did not have any recourse and pretty much cut me off every time I attempted to talk with her.

She was rude to a paying customer and should be excused from her job. I would like to find some recourse so that this does not happen to someone else in the future.Desired Settlement: MAKE THEM CHANGE THEIR POLICIES OF NOTIFYING THE CUSTOMER IN ADVANCE OF THE DELIVERY POLICY

Business

Response:

As stated on our sales terms and rules, merchandise may take 2-6 weeks unless special order. If an item is on back order, it could take an addtional 2 weeks. 3 items that **. [redacted] purchased are special order. She is scheduled for delivery today.Thank you

Review: My wife, [redacted], and I purchased a sofa set in February of 2013. We ordered and payed in full for the set. It is now May 13th and we have not received our items yet. Regency told us the items would be ready for pick up or delivery, two weeks after we purchased them. That would have taken us tip mid February. When the items arrived, one of the pieces was damaged. It had a whole on the bottom of the sofa and they told us there was nothing they could do, except return it to the warehouse, who would then send it back to the manufacturer. This would take 2-3 weeks. We kept calling to check on the status of our items, but all we were told was 2 more weeks and 2 more weeks. My wife called the Regency customer service line every week for 4 weeks and they saw in their system that calls were made, but no resolution or progress was seen.We then went to the store and were treated extremely rude and disrespectful. The manager said, and I quote, "I am the manager and you can only deal with me. There is no one else you can speak to. If you cancel we keep 30% of your refund. What are you complaining about, you got them on sale, anyways." At this point we were livid. This was the first week of April. I went back today, and once again, there has been another mix up. I am now being told that my items will be here by this week, but who knows. I feel as if this is done on purpose. It's almost as if they want me to become frustrated and cancel the order so they can keep my 30% and then sell the sofas at a higher price to someone else since I've canceled. There is no accountability on their behalf, but yet I am still with out my sofas and not compensated at all. I really tried to be understanding, but today we had enough. I informed the store manager [redacted], that I was going to report them to the Revdex.com. He seemed taken back, but he again said that the sofas would be there on Wednesday and to swing by then. Please look into this matter, because it has not only happened to me. ThanksDesired Settlement: Honestly,We would like a formal apology and have some consequences on them. We would not like for this to happen to any other families, and from what I hear, it has happened many times. The problem is that many people do not know how to report it to the Revdex.com.

Business

Response:

We apologize for the delay of [redacted] receiving merchandise in good condition. It was reported the manager was rude to her. We apologize if she felt disrespected in any way.

Thank you

Review: January 11, 2015To Whom It May Concern:I am writing this letter on the behalf for my mother, [redacted] and I am her son [redacted]. Ms. [redacted] placed a bedroom set in the layaway at Regency Furniture in Waldorf Maryland on August 31, 2014. Her total amount for this bedroom set is $928.53. She put down payment for $185.00 in cash August 31, 2014, 2nd payment with a check for $100.00 on October 4, 2014, 3rd payment with a check for $100.00 on October 10, 2014 and final payment was made 543.53 with a check on December 2, 2014. Ms. [redacted] was told she will be receiving a phone call within 2 weeks once her check clears, and they will set up a delivery date. By December 11, she has not receive any calls from Regency Furniture. Ms. [redacted] called customer service Regency Furniture, and she spoke with Janay. Janay stated to Ms. [redacted] her check has not clear yet! Janay also, stated to Ms. [redacted] she will be calling her back, let she know what happen with her check. Ms. [redacted] has not heard anything from Regency Furniture, so she called Janay back in customer service, Janay stated to Ms. [redacted] her check was misplaced, and the check was found. Janay stated to Ms. [redacted] it will take up 2 more weeks for her check will clear. Ms. [redacted] went to her bank and put stop payment on the check for 543.53. Ms. [redacted] decided cancel her order with Regency Furniture. Ms. [redacted] already put down $385.00 on bedroom furniture. Regency Furniture charge Ms. [redacted] 123.00 for cancellation fee. This is not her fault and not fair to Ms. [redacted]. Ms. [redacted] need to be refunded all her money. Ms. [redacted] is going to get a check in the mail from Regency Furniture for total of $227.00. Please look into this matter for Ms. [redacted]. Ms. [redacted] be reach by email [redacted].com or by phone [redacted] or myself [redacted] her son ###-###-#### or by email [redacted].com.Desired Settlement: Please refund Ms. [redacted] all her money. Total amount $385.00.

Business

Response:

Case closed; customer picked up refund check (minus the 10% cancelation fee).

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: This is not fair to Ms. [redacted]! This is poor customer service. I will be taking this matter further!

Regards,

Business

Response:

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.

Review: A sofa I purchased on Jan 11 was not delivered on the date of Jan 25th. I was told I would be charged another $150 to have it redelivered.

My complaint it that most furniture companies will work with you. I purchased the sofa and delivery services for a total of $653.00 on January 11th. The delivery service alone is $150.oo I was told by the sales rep Tim that it was okay that I was having the sofa delivered to a new apartment on my move in date. I provide the customer service rep with my new address in [redacted] a few days later. I was called on January 24th and told that the sofa would be delivered between 7-11 am. I told Customer Service that I would not secure the apartment until 9 am and the woman informed me that the trucks will not leave the hub until around 8:30 am.

On January 25th I was called at 6:30 am by a man informing that the truck was leaving and making a delivery, this is what I discerned from his broke n English. I told him that was not possible, I would not be in the apartment until 9:00. I called him back at 9:08 am, then called Customer Service. I was informed that I would have to pay another $150 delivery fee to have it delivered. I called the Ashley Furniture Customer Service to speak with a manager. The manager also said that I would have to pay an additional $150 to have it delivered. I then called and spoke to the [redacted] Ashley furniture store manager, [redacted], who informed me that he cannot help me and that I would have to pay an additional $150. I tolc him that I would prefer to cancel the order. I was informed that I would have not receive a full refund, and a 30% cancellation fee, plus the $150 delivery fee would be deducted. Neither Customer Service, Delivery or the store were willing to have the truck deliver my furniture on that day. I went to the store and [redacted] left the store, I was informed that I could not receive my refund until the sofa was returned to inventory and scanned. This is the worse business transaction and customer service I have received from any furniture company in Maryland. I feel that I was a target of sexism and racial discrimination. I paid for the sofa and delivery in full with a credit card on January 11th and I could not believe that no one from the store or corporate office were willing to do anything unless I paid extra money. I want my full amount of $653 refunded to me.Desired Settlement: I would like a full refund of $653.00. I don't think it is fair that they recorded an attempted delivery when the truck never arrived at the [redacted] location when I was there. I told the sales person that I would not move in until January 25th and I was told it was ok, Ashley Furniture will work with you. That is not the case. I feel robbed and mistreated by the retail store.

Business

Response:

February 24, 2014

Hi [redacted],

This is our SECOND response regarding this customer; the first was sent on February 21, 2014.

As per our last response - customer’s order has been canceled and customer can receive a refund for the furniture purchased minus the restocking fee for the missed delivery.

Thank you for your time and consideration.

Best Regards,

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 have not received the full refund amount of $653.00. I only received $371.00 when I went to the [redacted] store to get the refund processed, after cancelling the order. I never received the Ashley Furniture couch that I paid for on 1/11/2014 in full, plus the delivery fee. The couch was NOT delivered to my home in [redacted], MD. . I want a check for the remaining $282.00 sent to my home address [redacted],MD [redacted]. The Staff at Ashley furniture, including the Customer Service Manager and Delivery driver were very rude and uncooperative. I should not have to forfeit almost $300 because of their sloppy customer service and delivery.

I was not treated fairly by Ashley Furniture and I want all of my money back. It is not fair that they get to keep the delivery fee, plus 30% of the cost, that is fraud and highway robbery. I have since purchased furniture from [redacted] in [redacted], MD and I was treated with respect and not lied to by the sales person, customer service and the store manger. My furniture was delivered on the agreed upon date at a convenient time and during normal delivery hours for an apartment complex, not at 6:30 am in the morning.

I want ALL of my money back or this will continue.

Regards,

Business

Response:

March 5, 2014

Dear [redacted],

Customer was refunded for the amount minus the percentage taken off for the restocking/cancelation fee. There will be no refund of the exact amount customer purchased as per our store policy. Customer may seek to override this rule by appealing to the store manager or to the Board of Directors. In the meantime, our decision has not changed.

Thank you for your time and consideration.

Best Regards,

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: these are unfair retail practices and my money should be returned to me in full. Ashley Furniture needs to provide me with the mileage showing that the truck left [redacted] with the furniture and actually drove to [redacted], MD [redacted]. I don't believe any stock was removed from the shelves or loaded onto a truck. This is a quick fast scheme to take delivery fees from customers for furniture that will never arrive.

I will appeal this matter to the Board of Directors, and I do have their contact information. I will never purchase an item of furniture from Ashley Furniture again. My family and friends were warned not to purchase from Ashley Furniture because of their shady delivery policy and in-store customer service.

Take a note from [redacted] Furniture, less delivery charges, reasonable delivery hours, personable and customer-service oriented sales staff who are not liars and delivery staff who speak intelligently and provide excellent delivery service. There are other complaints on the internet about Ashley Furniture and their poor delivery policy and customer service.

Regards,