Regency Furniture

Review: I brought 2 beds with storage, 1 dresser, 1 mirror and meida center. When the items came, I noticed 1 of the storage beds was identified as a panel bed. The other storage bed was delivered without screws and hardware. It has been 2 weeks since deliverary and I am still unable to get resolution. The store owns that it may have been an error with entering the type of bed- but want to me to pay additional monies to fix the problem. For the other bed, they stated that they would order the screws and hardware- It has now been 2 weeks and no one has called about the set up. Delivery and set up was charged. They are offering no compensation or resolution and if I cancel, I WILL BE CHAGED 33%.Desired Settlement: [redacted]

Dear Sir:

I am very displeased with my service at Ashley Furniture. Several months, I brought 2 beds with storage- 1twin and 1full, along with a media center, dresser, and mirror. Today, when the items were delivered the twin bed did not have storage and the full bed was delivered without legs and screws. Both were unable to be utilized in its current state. So I contacted the store immediately. They In turned told me to call to the corporate office. Who told me I needed to speak to the store because they put my order in wrong. I spoke to the manager who stated that she could not verify the order because the salesman is no longer with the store. She informed me that she would call me in an hour. This never happened. When I called back I was informed that she was busy and would call me later. I asked to speak to another manager and was informed that I could only speak to the one I spoke to previously. So I contacted corporate again regarding a resolution, at that time I was informed that it would take 5 to 7 days to resolve the bedding for the full size bed. They needed to order the screws and legs. However, there was no resolution for the other bed, as that can only be resolved at the store. When asked about a full refund I was informed that the store would charge me 30 % for their errors. My kids are now without appropriate bedding. This is still unresolved. I went to the store and they are charging me additional money to correct the issue. The customer service is poor. The sales representatives eat and play on cell phones. The store manager was too busy with her kids at work to offer any assistance. I have requested assistance with this issue. I really don't think I should be charged a restocking fee for the stores mistake. I would like a full refund and they can come and retrieve the furniture pieces. Your assistance would be greatly appreciated.

Thank you for your assistance in this matter.

Business

Response:

Although there may have been some confusion over which bed customer wanted between storage and panel beds, customer was not charged for storage bed (which customer initially wanted). Therefore, our store cannot simply give a new one since there is a price difference between the panel bed (what was recieved) and the storage bed. Because this does not count as a mistake (as everything delivered was exactly as written on invoice).

Regarding the missing hardware: we will attach beds with hardware once customer decides what she wants to do about the bed. If customer wants to cancel all merchandise then there will be a restocking fee. If not, however, then upon delivery of storage bed, we will also assemble other bed.

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:it has been more than 2 weeks without hardware. It has been a great inconvenience to pay 2300 and not receive what you requested and to get items delivered to your home, in the manner of these beds. I am learning that this company is notorious for these types of mistakes. The night that I ordered the furniture, the items were an additional percentage off. The item I saw on the showcase floor was the sale price for the bedroom set. It included the twin storage bed, dresser and mirror for a package price. The two additional items were added, the full storage bed and the media center. There was an additional percentage off. My items have been on the floor for more than 2 weeks. The store who delivered items without hardware should be more accommodating.

Regards,

Business

Response:

Customer refused to speak with Service Department represenative about furniture - instead wanted to speak to manager. Customer said she'd call back to discuss this with manager. If customer wants status of hardware and legs, customer must speak to Service Department. She can call them at any time.

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: Again, this is another example of the poor customer service. I have spoken to the service department twice. First, the day of the delivery error. I was informed that the company was ordering the missing parts. Then, a whole week later after calling regarding the written complaint. I spoke with another person in service when I was informed that the parts were just being ordered. Both times, I was informed that I was speaking to a service manager. However, I requested to speak to the district manager but was informed that he was unavailable. I was informed he would call me back, which to date has not happened. The service department was to call me once the hardware was in. I can not schedule an appointment for items that are not in nor will I know when the items are in, unless they call me. Due to these errors I continue to go without. I am still requesting that this company provide the correct bed or provide a complete refund.

Regards,

Business

Response:

Customer may call the Service Department at any time to discuss her issues and get them resolved. At this point, Service Department assumed customer did not want further assistance. Customer can call to speak with Service Representative or email them in order to discuss the hardware.

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: ** . [redacted] stated that I could return the problem items for a full refund. I would like to return both beds for the full refund. I will keep the dressers. Unfortunately, I do not trust this company to provide exceptional service based on this situation.

Regards,

Review: purchase living room set rec'd sofa and leg was broken and looks old dont match the matching loveseat cant get them to fix the issue or refund

My name is [redacted] and Husband is [redacted]. We purchase a whole living room set from your [redacted] home store in [redacted] on 3-29-13. When I rec'd my furniture the loveseat leg was broken, I called and they sent someone out with in a week when they showed up they had the wrong part. So I had to recall and re set up then they came out again with the wrong part but the guy put it on and said that they will have to sand it down. So again I had to call and set that up when they came out they sand it and it still doesn't match the loveseat is uneven and now it looks like I had it for years. I keep calling local store at [redacted] who give me customer service at ###-###-#### they were rude as well said to call store I call the store again and they keep putting me in a mail box were I dont recd a call back it seems I keep getting the run around from them. I just want what I paid for not a sloping loveseat that now looks like I owe it for years. I cant believe how rude the customer service and store employees are when you call, I wasn't rude I never yelled so I;m not sure why they treated me so badly I still cant get anyone to come out and fix what they did wrong!! I guess I should have when to value city were they treat there customers with politeness not rudeness. Ill make sure I let everyone I know everywhere not to shop at [redacted]Desired Settlement: new matching set or refund of $2000

Business

Response:

We apologize for the way in which this customer was treated. We are currently servicing the customers' furniture and will contact them once it's finished.

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:

they keep pushing it along and not fixing the issue they haven't showed me they are trying to help me for there mess up I could see if I did it but it was delivered to me this way then they say they might be able to take it but ill be with out a sofa for couple months hello where im I going to sit? they don't care there trying to make me give up I don't understand why they can send a new one

Regards,

Business

Response:

Customer can still receive the couch - please contact us to do so.

Consumer

Response:

Review: [redacted]

I am rejecting this response because :what contact to rec'd the couch I paid for that you have and still havent fix I dont understand how you guys do business like this u deliver it damaged I called that day and now u guys are trying to claim its my fault so sad I will never shop at any of your locations and ill make sure I let everyone I know not too if I have to post to every site to do so cause when I call you guys I get nothing but voice mails after voice mail

I attached pictures of the fabric with all the seams running and how it

looks very old and these where taking day after they delivered it wish I took picture of the leg being uneven and broke before they took it and not refund me or fixed it looks like I recd a used couch and they hoped I wouldnt notice

Regards,

Review: The furniture was delivered damaged.

The wood on the dining room set was defective and parts were missing.

Parts of the furn was not stained.

Invoice # [redacted] On 12/19/14 I received the sofa and chair . The delivery men stray he'd the back of the faux leather chair. The cushions on the softa were lumpy and the pillows were Not completely filled. The faux leather on the back of the sofa was stitched incorrectly causing folds to be stitched in the fabric. The cushions were lumpy and remained depressed and wrinkled when I got up. Unlike the sofa in the store. The salesperson (KJ) from the Laurel store even mentioned that the sofa had memory form. I immediately called the store to report the damage and I emailed pictures to [redacted]. I would like to get another sofa and chair to replace this one.

On 12/30/14 the dining room set was delivered to my home. While the delivery man was still there I identified several damages. Both dowels were missing on the back of one of the arm chairs.The other arm chair had the dowel pushed in so hard that the wood was cracked. On this same chair the cushion had a hole in the fabric covering the seat. One of the side chairs had an area on the back that was burned. Another side chair had an area that was not stained . I emailed pictures of these damages to [redacted] after speaking with her about the damages. To resolve this problem, I would appreciate regency replacing the armchairs ans 2 side chairs and installing dowels on the other arm chair.Desired Settlement: I would like the sofa and chair replace with another manufacturer's sofa and the dining room chairs replaces and repaired by imputing the dowels.

Business

Response:

The Service Department has been trying to contact the customer with reference to this since 1/19/2015. We are waiting for the customer to contact us, either through the email she provided or by calling ###-###-#### and pressing the prompt to reach the Service Department. Once that happens, we will as the damages and order new pieces.

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 find that this resolution is satisfactory to me. I will call the company to arrange for the replacement of the damaged furniture. Hopefully they will let me pick another manufacturer. The quality of there work is very poor.

Regards,

Review: I received a product from store and unit was not installed properly. the company never return any my callsDesired Settlement: repair furniture and say sorry for no communication to me

Business

Response:

We sincerely apologize for the delay in servicing the repairs. We have sent a technician out who made some repairs. Customer says that there are a few more things on the merchandise that needs to be looked at. This has been forwarded to the service department.

In the mean time, again, we would like to apologize for the delay and lack of communication. We make an effort to be in touch with all of our customers in a timely fashion, but due to a high volume of customers with varying needs, it is impossible to communicate with all customers in a timely fashion at all times.

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 find that this resolution is satisfactory to me.

Regards,

Review: I agreed to term and conditions on a contract for furniture with Regency. It states that I can cancel within 105 days from the purchases date, so long as I understand that 10% of what I put down or the final rpice (whichever is less) will be deducted from me. It states that I can receive either a store refund or be refunded by the way that I paid. The only stipulation that changes this term and condition is if I had already picked up the merchandise, in which case I believe that a restocking fee would be incurred. I never picked up the funiture and have tried several times by phone and in person to get this issue resolved. The manager Isam that I spoke to was rude and refused to give me his last name. He wouldn't listen to me nor looked at the terms and conditions that his store gave me. He told me that I would lose the 10% and I could only have store credit. I am willing to take a loss on the 10% but want the remaining money refunded back to me as it states is possible in the terms and conditions that I agreed to. I put down $1000 with a remaining balance of $1937. With the 10% penalty, I would get back $900.Desired Settlement: I would like my $1000 refunded back to my bank card, less the agreed upon 10% penalty for cancellation of the contract. So, in essence I am requesting my $900 back.

Business

Response:

[redacted] is welcome to return to the store for her entitled refund of $900

Thank you

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 find that this resolution is satisfactory to me, so long as the company honors the refund agreement set forth in their reply to my complaint. Thank you.

Regards,

Review: I purchased a Sofa Sleeper, and had yet to receive it. I went by the store, to see what was the problem, and was told they called and I requested them not to deliver. In addition, they stated they have a recording. I asked to hear the recording, and they stated it was against policy to let the customer hear the recording. Now after I paid the delivery fee, they are asking for additional money to delivery my furniture.Desired Settlement: Finish the Job!!! Deliver as contracted to do. Or Refund my delivery fee.

Business

Response:

The customer is scheduled for a delivery on 10/10.

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 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,

Business

Response:

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

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:

Review: i'm filing a formal complaint against the salesmen in the [redacted] store today, 10/07/14. I come in the store to purchase a sofa, from your advertized sale. I noticed a sale and I asked the first man about the sale, that questioned initiated the heated argument between us two. during the loud argument a couple came into the store heard the salesman yelling and at me and they left. there were a couple of others customers in the store. I went to the front desk and asked for a manager, richard told me he was the manager and after I explained to him my side we too argued. I was livid. I am 63 with extreme arthritis. I left the with shortness of breath. I could not believe what I had experienced in that store. I finally got my composure and went to the [redacted] regency store. there I was treated fairly and I spent over $700. in your store after being treated very very poorly.

when I returned home I called the regency's corporate office and spoke with ms. w[redacted] hoping her conversation would suffice, but it didn't she explained to me that she cannot control grown people. I'm demanding an apology. no matter what the [redacted] store has no customer service experience. I worked for over 36 yrs and no way could I have stay with the dept of army and treated any person in that manner. I am still angry and hurt by the treatment I found myself in this morning. ms w[redacted] said she would mail me a $50.00 gift card. I thank her for that but an assurance that your salesmen will take a customer service class so that nothing like this in the future would ever happen again. I am still suffering from shortness of the breath because of this experience.

a speedy reply will be appreciated.Desired Settlement: I was offered a $50.00 gift card. I am requesting an apology and the 50.00 will pay for my gas from [redacted] to waldorf, md. I traved the extra 25 miles and I received wonderful service

at the [redacted] store at which time I purchased my sofa without any negative behaviors.

Business

Response:

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.

Review: I did purchased a bedroom set from them on July 7,2013. The dresser was delivered to me damaged since then I have been calling them about this problem all that I am getting from them is someone will call you it's been over a month now and I have not gotten a call from no one and I am paying for the bedroom set which is not right.Desired Settlement: I want for regency to replace the dresser.

Business

Response:

We have left a message for **. [redacted] to contact service to shcedule a technician.

Thank you

Business

Response:

We have left messages for customer to call and establish a day for the service technician to visit.

Review: I purchased a leather couch and loveseat from this company and the leather after only having it for one year is peeling off. Leather couches should not peel after a year. I wanted to have a replacement since the one I have in my home is defective, so I called the company to try to exchange it and they stated that there was nothing that they can do. Since I have tried to contact the company first to get the issued resolved and got no where, would like to have a full refund. If I purchase a product I expect it to be worth the money I spent on it and obviously this product wasn't. I want a refund so that I can purchase a new set somewhere else that has a product that is not defective.Desired Settlement: I want a refund back to my [redacted] credit card used.

Business

Response:

We apologize for the peeling. Unfortunately, the customer is out of their one-year manufacturing warranty. Therefore, we are not going to service the furniture.

Consumer

Response:

Complaint ID: [redacted]

Inbox

x

Revdex.com of Metro Washington DC

Sep 2

to me

---------- Forwarded message ----------

From: <[redacted]>

Date: Sun, Aug 31, 2014 at 1:45 PM

Subject: Complaint ID: [redacted]

To: [email protected]

I filed a complaint and listed the incorrect email address. Can you please correct it to [redacted]

Thanks,

Review: Bought furniture a few years back and had bought a warranty. They promised no matter what happened to furniture with the warranty they will replace it

I called ashelys furniture to have someone come out and take a look to replace the furniturw. No one got back to me and then when they did they said they come but never show up. They give you a window of time and no one even would call. This has been more then 5 times and no one has even called or responded back.Desired Settlement: I want them to replace my furniture.

Business

Response:

Unfortunately, I was unable to find anything about this customer in our system. Does the customer have an invoice number from their purchase? If not, can the customer provide the address used during the purchase or the name on the account? It is possible this customer is referring to another [redacted] home store. In any case, without details provided by an invoice, I cannot comment on this because I don't have any information.

Review: I bought King size bed with mattress, however, when the items were delivered, the mattress was not the one I selected.

My wife went to the store to complain, she was yelled at. She called and was crying on the phone.

I went to the store to find out what did my wife do that required the treatment she got. I was also yelled and told to get the "f..." out of the store. I attempt to direct them to mattress sample that I selected, which was on floor at the time, but I was told to go to hell and there is nothing anyone can do about.Desired Settlement: Give me the mattress I selected or refund my money

Business

Response:

Customer came in 9/13 and reslected correct mattress. They are currently scheduled for a redelivery on Sept. 20.

Review: My bedroom set was purchased back in April and at the time I was told that my bedroom set would be on back order. The bedroom set was delivered today May 20, 2013 but the delivery men didnt install the handles on my bedroom set. I came downstairs so I could get out their way while they were delivering and assembling the set. I came upsatirs and looked but didnt notice at first, I signed the paper and then they left and I went back upsatirs and noticed. I ran back outside and said hey what about the handles and they said they are in your drawer and pulled off. I paid for delivery which includes assembling furniture and so I want someone to come back out and assemble the handles and I want my delivery fee back because they didnt do what they promised and the lack of customer service from their employees.Desired Settlement: someone to come out and put handles on and delivery fee refund

Business

Response:

A driver was sent to install the handles on the dresser on 6/1. All was completed.

Thank you

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 find that this resolution is unsatisfactory to me. They did come and fix it but it took 2 weeks after the original request. Also I think I should be compensated for the delivery charge because it included assembling. Since everything wasn't assembled during the original delivery.

Review: This is the Letter I sent them with no response.

We are extremely disgusted and displeased with Regency Furniture in [redacted], Maryland ([redacted], MD [redacted]). On June 29, 2014 my husband and I purchased a love seat and sofa combo with brown champion fabric from Regency Furniture in [redacted]. We paid for the furniture in full and they immediately took the funds out of our account. We were informed by the salesman that we should expect our furniture to be delivered to our house no later than 2-3 weeks and 6 weeks if the furniture was not in stock. We patiently waited 4 weeks and contacted Regency to check up on the status of our purchase. When we spoke to the representative on the phone she informed us that the love seat was not ordered until July 29th. I called customer service and the woman stated we needed to take up our issue with the store and that she couldn't do anything for me? If she can’t help our issue what is the point of CUSTOMER SERVICE? We continued to wait until 6 weeks rolled around and we still did not receive the furniture that we ordered. When then spoke to manager Isam.

Isam said it was an error from corporate and the warehouse. He stated he doesn’t get updates when things are ready for pick up and that we as customers must call back for information on the purchase we made. That’s horrible within itself, but it continues. He finally stated he would take care of us next time we decided to come in, but that’s all he could do. He showed us the computer that stated our furniture should arrive on Sept 1, 2014 at their store, but couldn't make any promises because the warehouse does what it wants.

September 1, 2014 rolls around and we receive no phone call. So I call and we are told because the manager isn't there, that the receptionist can’t check the status of our order. This is a lie, because I've called before and they've known the status of our order. My husband calls again the next day and receives a run around from Victor who then says “The love-seat is discontinued”.

It’s safe to say I was livid. My husband asked for a full refund after he tried to get us to pick something else. I DIDN'T WANT anything else. I purchased what I purchased because that’s what I wanted. I was sent on a roller coaster ride about my purchase AFTER I HAD ALREADY PAID IN FULL. Needless to say I was very disappointed.

My husband and I went to regency September 3, 2014 (Victor said he’d give us a re-fund and Isam had already done a horrible job at trying to keep a customer, so I wanted to work with Victor). When we got there we told the receptionist we were waiting on Victor and we were told he’d be right back. 30 minutes later I asked the receptionist if she could call him to see if he was on his way back. He stated he’d be back in an hour, so my husband and I decided to wait. Victor NEVER showed. He was a manager and WASN’T EVEN THERE and when he was told who we were and reminded him of the conversation the day before, HE STILL DIDN’T COME to the store. Some of the worst. Customer. Service.Ever.In.My.Life. So I came back the next day September 4, 2014 and asked Isam for my money back and stated we were told ALREADY the furniture was discontinued. He gave me an attitude and the receptionist reimbursed us.

We are extremely unsatisfied with this company and believe the company’s headquarters should be informed. We cannot believe that customer service was this unscrupulous and unprofessional. Though we received our money back we still feel like we were not compensated to our satisfaction. We had guest come into town and was not able to entertain due to this matter.

Please be informed about what is going on at Regency Furniture in [redacted], MD.Desired Settlement: Some sort of compensation or discount at another location (preferably the one in [redacted])

Business

Response:

We apologize for the delay in the merchandise. Customer has cancelled and since been refunded for their purchase.

Review: On May 4, I went into Regency to pay for my furniture in full which was placed on layaway. I received a call on May 14th that the furniture was ready for pick, since we chose not to have it delivered. When my husband went to pick up the furniture the gentleman at the loading dock helped him place the furniture in the truck and then asked my husband to sign for the "release" of the furniture. My husband then drove back to our house to unload, when we were taking off all the plastic and foam we noticed that the sofa had white fading blemishes as if it had been sitting in the sun for a long period of time. We also noticed that the backing of the sofa had a tear as well. I immediately contacted regency that same day and was unable to speak to a manager. They took my information and said that someone would return my call. The following day I still had not heard from anyone, so I called AGAIN and they asked me to send pictures of the damage to her email. She also said that unfortunately they believe there isn't much they can do since my husband apparently signed a form at the loading dock that stated the furniture was in "perfect" condition. This was never explained to my husband, they stated it was for releasing the furniture to him and to top it off he never got a copy either. How can you have someone sign something stating the furniture is in "perfect" condition when the loading dock person himself knew that the furniture was still tightly wrapped in plastic when it left the warehouse. I demanded to talk to a manager but she said there are "no managers here on sight that can speak with you". Apparently I have to wait 48 hours to hear back from someone. I waited the 48 hours and still no call, I then had to call them again and demanded a phone call within the next 4 hours. Later that afternoon a manager called me and said that there's nothing they can do because we signed for it's condition. I was so mad that I couldn't even speak, I told her that how is it possible that Regency doesn't stand by the furniture quality they sell. Where's the customer satisfaction. She said that I can bring it in so that they can assess the damage and repair...REPAIR, how can you "repair" my new furniture that I just bought, shouldn't it be in NEW condition? They wouldn't even send someone out...she said I have to bring it back to them. She was also indirectly stating that we may have ripped the furniture during the move. I have NEVER in my life had this type of poor service anywhere else. It's amazing how quick they surround you when you walk in to sell but there customer services is horrible. I finally told her that I just want a full refund and that I'll bring the furniture back and she said that I would incur a 30% penalty...WHAT??? my new furniture less than 4 hours later needs "repair" and I can't get a refund....I was so aggravated with her and the "policy" I ended up telling her that if they couldn't reimburse me or re-order a NEW sofa that I would seek legal advice.Desired Settlement: I would either like to be fully reimbursed or a new sofa is ordered.

Business

Response:

Customer received a refund in full - without the application of cancellation fees.

Review: I purchased a dining room table set from Regency Furniture in April of 2012 as well as the extended warrenty. I contacted the store recently because one of the table legs were broken. I was asked to send in pictures and was told that it was still covered under warranty. I received a call for the service department stating that the manufacturers warranty no longer applied and to contact the company that provides the extended warranty I purchased. I contacted the extended warranty company and was informed by them that my warranty covers all but breaks. When I made my purchase I was informed that the extended warranty covered everything but theft. I asked to speak with a manager on several occasions and was either denied or told I was told I would receive a call back and I haven't received a return call yet. I feel that the warranty is false advertisement. I am truly disgusted at the lack of customer service and professionalism. I received a poorly made product and it should be replaced.Desired Settlement: I would like for my dining room table to be replaced and or the warranty cost to be refunded.

Business

Response:

This customer is not in our database. An invoice number or the actual name on the order would be helpful to assist in this situation.

Thank you

Consumer

Response:

[redacted]

Review: The product was ordered 8/25/14 with a promise delivery of 2-6 weeks and has not yet been delivered. I have made many attempt (calling several times - more than 16 times) to check status on when the items will be delivered but all I have gotten so far is a run around. When they called that the item was ready for delivery on 11/31/14, I took a day off to receive them on 12/1/14. However, it turns out that they didn't have all the products, and one of the products the delivered was damaged. The delivery agent promised that the issue will be fixed in two days, and five days later, I still have the partial and broken items in my dinning and living room. I have made three phone calls since 12/1/14 but all I got was the same run around that the missing parts will be delivered and the items they dumped in my my dinning and living room will be assembled. At this time, I just feel I need my money back.Desired Settlement: Refund my money

Business

Response:

Customer was scheduled for delivery on 12/6 for 12/11. Items came in and the ones that were damaged will be replaced.

Review: Failure to deliver and pick up product; lack of communication. On September 2, 3, & 5, 2014, I contacted my Ashley Furniture Homestore Glen Burnie, MD store to request to terminate my Acceptance Now account and requested my furniture to be returned and picked up. No one was available to speak to or returned my call upon request. On Sept. 17, 2014, I finally reached a rep but was informed another rep would be in contact with me regarding my request; no return response. On Sept. 26th, a driver returned my call and a pick up date for Oct. 3rd was made. No show or call from anyone on Oct. 3. I called the store at 4:15pm regarding the status of pick up with no return call. My last monthly payment was October 14, 2014 at the store with Max in the Acceptance Now department. Max noted my account paid and terminated and requested the Delivery Service department to contact me for pick up arrangements. I was not contacted until October 28, 2014 by Brittany in Acceptance Now to schedule a pick up appointment of my items. A delivery date of November 8, 2014 between 8am and 12pm was made. No phone call confirmation a day prior was made nor were my items picked up. I received a call again from a representative from Acceptance Now department on November 13, 2014 regarding a missed payment. I informed the rep upon my request I closed the account and still need my items to be picked up since there was a no show on November 8th. She apologized and indicated she will have the Delivery department contact me again. I have submitted a previous complaint in May 2014 regarding similar poor customer service issues with this store. Their service is absolutely unacceptable. It shouldn't take over a month and a half to not only receive my furniture in the beginning but also wait so long to have my items picked up.

Product_Or_Service: Sofa, chair, and bedroom dresserDesired Settlement: DesiredSettlementID: Other (requires explanation)

Expedite pick up of my items and provide a receipt of closed account with no further payments and/or fees due.

Business

Response:

Complaint should be directed at [redacted] services, not Regency as the cancelation/pick-up is their responsibility. We apologize that theyr'e not responsive, but they are a different company.

Review: I purchased a reclining leather sofa from Marlo Furniture at address: [redacted], MD. The sofa was delivered on Friday, September, 13, 2013. I looked at the furniture before the delivery guys left and did not notice any problems. Once they left I began to really inspect the sofa. The sofa reclines on both the left and right sides. It reclined on the right side but would not recline on the left. As I was trying to work the reclining lever on the left side, I noticed a tear in the leather. I IMMEDIATELY called the number on my receipt and spoke with [redacted] is at the Corporate Office in [redacted], MD. I told her the delivery guys just left and I was further inspecting the sofa and then noticed both defects. [redacted] informed me it was my responsibility to completely inspect the sofa BEFORE the delivery guys left and my only recourse was to place a service ticket. She stated someone would get back in touch with me within 3-7 days. I was very upset an told her the delivery guys were only gone 10 minutes before I found the defects. [redacted] stated it didn't matter because I stated the furniture was OK on the exit call before the delivery guys left. [redacted] said she was creating a service ticket and someone would definitely get back with me. I went to the Marlo store where I purchased the sofa and spoke with my salesman ([redacted]) and the store manager ([redacted].). I was told there was nothing they could do except wait for the service department to call me. I asked [redacted]. if I could use the service warranty I bought along with the sofa and he said No because it was too soon.

I drove to the Corporate Office at [redacted] in [redacted], MD on Saturday, September 14th. I didn't realize until I drove over that Marlo is owned by Regency furniture. This location is an outlet store and Marlo is upstairs. The receptionist at Regency told me Marlo was upstairs but that they would not come downstairs to speak with people. I called the same service number I originally called and spoke with [redacted]. She informed me my complaint had been registered by [redacted] and that someone would contact me. [redacted] stated all calls were recorded and that when services contacted me someone would come to my home and inspect the sofa and decide if it could be repaired or replaced. I left the store at the conclusion of my conversation with [redacted].

It is now day 8 and I have not heard a peep from anyone at Marlo or their services department. I don't want too much time to go by and then get the talk that I did not file a complaint timely or anything else that may be said. I want resolution because I paid for a product that was delivered damaged. As a consumer, I have the right to expect damage free delivery, whether I noticed the damage before the delivery team left or not.

Thank you.Desired Settlement: I like the sofa and want the damaged piece replaced. I neglected to mention earlier that the sofa came in three pieces. The left side is the damaged side and I want it replaced.

Consumer

Response:

rom: [redacted] <[redacted]>

Date: Sun, Sep 29, 2013 at 9:05 AM

Subject: 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]

Good Morning,

I sent the message below to Marlo's service department this morning. I feel like I'm getting the run-around from the company and that too much time will go by and I will not receive any action in response to my complaint. Any assistance you can provide is appreciated.

Thank you.

[redacted] <[redacted]>9:00 AM (0 minutes ago)

to servicesGood Morning,

I received a call on Friday, September 27, 2013 at 6:50 pm from U.S. Quality Furniture (###-###-####) stating there was a need to reschedule the technician visit that was supposed to occur on Wednesday, October 2, 2013. The technician was due at my home to evaluate the left side of the sofa I brought from Marlo. The sofa reclines on two sides and the left side does not recline. In addition, there is a tear in the leather on the left side. I forwarded pictures in a previous email.

The call on Friday came from [redacted] who stated there was an emergency and the technician would have to reschedule. The next available date isTuesday, October 8th. [redacted] stated I would receive a call the day before to provide an expected time frame for the technician visit on the 8th. I pointed out to her that I had already taken off on the 2nd in anticipation for the previously scheduled technician visit. Her response was an apology and the statement that there was an emergency. I finally agreed to the rescheduled visit of October 8th.

I would like to point out that I am feeling I will never get this matter taken care of. There just seem to be delays that will ultimately culminate in a decision that too much time has passed and Marlo will not be able to repair/replace a damaged product. I don't understand a reported "emergency" on Friday that will affect work to be performed on the following Wednesday. My understanding of emergency is an event that has/needs to be responded to immediately, not days away. Was the emergency expected to occur on Wednesday?

The bottom line is that I expect the technician to arrive at my home on Tuesday, October 8th, with a clearly outlined conclusion for repair/replacement of the affected section of the sofa.

Please feel free to contact me at ###-###-####.

Thank you.

Business

Response:

If in the event that customer notices damage after the delivery drivers are gone, we schedule service technicians to look at the merchandise. This process can take a few weeks. We ask that customers please be patient while we work on getting their merchandise fixed as soon as possible. Customer is scheduled for a technician to service merchandise on 10/1/2013.

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 was called 4 days before the original technician visit (10.2.13) stating there was an "emergency". I'm not certain how emergencies are planned days in advance. In addition, the technician did visit my home today, Tuesday, October 8, 2013. He advised me the issues with the sofa are "manufacturer defect" and would advise the business of that. At this point, I would like a replacement sofa. I sent the following message to the business today:

Good Afternoon,

Review: I purchased an 8 piece bedroom set (queen bed, headboard, footboard, dresser with mirror, nightstand, and chest) for $698 from Regency Furniture in [redacted] on Wednesday, 5/29/13. I was told that all of the pieces to the set were in stock so I had 2 weeks from the purchase date to pick it up (which would be 6/12/13). I went back on Sunday 6/9/13 to find out that there was no pick-ups on Sunday, which was fine. I also found out that there were no pick-ups from 6/8/13- 6/11/13 because of inventory. So Wednesday 6/12/13 was the first day I could go pick up the set and it was the last day of my 2 weeks. That Wednesday I decided to call before I just went up there just in case there was a problem. I was told by someone in sales that the all the pieces were in except for the chest of drawers and the chest would not be in until 7/10/13. I was okay with that because the date was not too far away. So Friday 6/28/13 I get a call from [redacted] in the Regency sales department and she told me that the chest was not coming until early September. She gave me two options: come into the store and exchange the set for another set of equal or more in price (if it was more I had to pay the difference) or pick up the other pieces of the set and wait for the chest. I said ok. I went to Regency Monday 7/1/13 to look at other bedroom sets and to speak to a manager. When I first got to the store, I saw my furniture set being sold as a 7 piece set for $595 (it did not have a chest.) It is even in their sales paper as a 7 piece set now. But I was already told by [redacted] that I could not exchange my set for set that was cheaper. A salesperson came to me trying to help. I asked him about a refund. He told me I can't get one, I can only exchange or wait. So I went looking for another set. I did not find one that I liked with 8 pieces in my price range. I told him I wanted to speak to corporate. I was sent to the sales counter where a sales lady gave me the store number. I called and gave a customer service lady my information for a manger to call me back. I did not hear from anyone so I called today 7/2/13. I talked to [redacted] in customer service. She was transferring me to a manager and the call was dropped on her end. I called back and talked to [redacted] in customer service. I told her I did not want to deal with this furniture or this company anymore. I wanted to cancel the order (seeing that I got a line credit with the store and I did not actually pay for the furniture yet). She could not get in touch with a manager, but she had information. She told me I could cancel the order but for a fee. It was a restocking fee that 30% of the purchase price because the furniture was special order and it is coming from Europe. She said "I'm sorry your salesperson did not tell you that." I said, "The saleslady told me that everything was in stock. So why would she have the need to tell me that it was special order and coming from Europe if it's already here?" I told [redacted] that I don't think it is fair that I have to pay to restock furniture that the store messed up in the first place. I should not have to wait 2 months for a significant piece of my set that I was told was there in the beginning and then given two different dates of availability for it. They keep pushing the date back and I have had enough. [redacted] said a manger is supposed to call me within 48 hours. I feel like they breached their own contract.Desired Settlement: I want to cancel the order and not pay a restocking fee. I got financing through the store and I want to cancel that as well. The furniture was $698. The 5-year warranty was $119.95. The tax was $49.08. The finance charge was $30. The tax and finance charge had to be paid on 5/29/13. I need a refund for that on a [redacted] debit card. the balance of 817.93 was being financed and should be canceled. Also, Regency has a 72 hour refund policy from date of purchase. This should be changed or waived when customers like me face an issue with their furniture.

Business

Response:

The merchandise **. [redacted] purchased is special order items. These items can take 8-12 weeks. **. [redacted] was informed she may reselect. IF she chooses to pick up the items available now, we will deliver the chest at no cost.

Thank you

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:

On 5-29-13, when I purchased the furniture, I was not told that this furniture was special order furniture and can take 8-12 weeks to come in. This information was not disclosed to me because I was told ALL 8 pieces were in stock and I had 2 weeks to pick it up. Now, as of 6-28-13 the chest will not be available until early September. I should not have to wait that long for a piece that I was told was already in stock. My 72- hour window to cancel was closed way before I was made aware that the chest was not going to be available. Also, if special order furniture can take up to twelve 12 weeks to come in, then my chest should be in stock no later than 8-21-13, NOT early September. Regency Furniture is therefore in breach of their own contract and I should not have to pay them anything. They should not have a right to keep any of my money either. I want my $49.08 back for taxes and $30 back for financing charges. Regency can keep the furniture.

Regards,

Review: I would like to first start off by stating that there are two additional Primary Nature of Complaints which are : The non-delivery of product, Customer Service failed to provide assistance.

On July 3, 2014 I made a furniture purchase from the Regency Furniture Showroom in [redacted] Maryland in the amount of $2,146.47. (paid in full) I was told that items would take approximately 3 to 4 weeks coming from Ashley Furniture. On August 1, 2014 I contacted the [redacted] store and spoke with Lauren as to the ETA of my furniture, Lauren puts me on hold to contact Ashley Furniture she then advises me that the furniture should arrive at the end of August. I advised Lauren that if the merchandise took more than 6 weeks per my contract to come in, that I wanted to be compensated for my inconvenience. On September 8, 2014 Jess called from the warehouse stating that my furniture had arrived . I told Jess that before I schedule a delivery date that I wanted to be compensated for my inconvenience of waiting over 8 weeks for furniture that per contact said that it should take up to 6 weeks. ( Note: this was NOT a special order purchase.) Jess advised me to contact the store manager, called store on 9/8/14 at 12:13 spoke with Nicole explain to her the same story, she said that the manager on duty was Berry and he was busy at the time and would call me back. Well as expected no return called from Berry. On 9/9/14 at 10:20am called and spoke with Berry who states that he was covering for another store manager and that I needed to contact the Corporate Office, because he could not authorize a discount of compensation. On 9/9/14 at 10:30 called the Customer Service Corporate Office on ###-###-#### and stayed on hold for 30mins. with no pick up. On 9/10/14 at 2:15pm on hold for 25 mins before Lyzette (unsure of spelling of name , not to mention she was vary RUDE). picked up the called. I once again explained the same story , and just as everone else I was told there's nothing that we can do, and that I could speak with one of the three Customer Service Manager's . When asked to be speak with either one, I was then told that they all were busy, and that she would give then a message to call me back. SURPRISE !!!!! I never received a call. At this point I'm exhausted, I have sence had surgery and recovred and still no furniture. This started out to be an exciting purchase and has now become a nightmare. NOT ONE PERSON FROM THE STORE TO THE CORPORATE OFFICE HAS EVER SAID MS. SCOTT WE APOLOGIZE AND WILL MAKE THIS RIGHT, WITH THE EXCEPTION OF LAUREN AT THE [redacted] STORE.Desired Settlement: MY EXPECTATIONS ARE TO RECEIVE MY FURNITURE ALONG WITH A FARE COMPENSATION FOR MY INCONVENIENCE OR MY MONIES BACK AS YOU FAILED TO HONOR CONTRACT OF 6 WEEK ARRIVAL.

Business

Response:

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.

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 10251896, and find that this resolution is satisfactory to me.

Regards,

[redacted] I visted the [redacted] store on Friday Oct 17, 2014 and spoke with the Customer Service Center to schedule delivery. I received my delivery in good condition on Saturday Oct 25, 2014. I am still waiting on a call from the Business as to a compensation.