Regency Furniture

Review: purchased item was to be delivered to a new apartment on 8/16/14. Delivery personnel damaged the furniture in process of the delivery ( leather furniture torn). The product was returned to the warehouse by the delivery men. We attempted to contact the corp customer service the same day however, they are not open on the weekend. 8/18/14 Spoke to corporate customer service (###-###-#### option #*). Was advised they received the damaged merchandise and place an order for another but will not be available until 9/12/14. Nature of Review: due to the negligence of the delivery men, we do not have seating for a function in our home-, this is with out-of-state guest, - this function CAN NOT be postponed. When asked for restitution of at least the delivery charge ( as we now have to rent r seating we would not otherwise have to pay for)- I was told they could not discuss until the furniture is delivered. This is unacceptable as we are being placed in a bind, financially and otherwise , for their error.Desired Settlement: we are seeking IMMEDIATE refund of the FULL delivery charge; assurance a NEW piece of furniture is being provided and not a repaired piece.

They may contact me directly or if I am unavailable, [redacted] ###-###-#### ([redacted]) .

Thanking you in advance

Business

Response:

Customer's new furniture is ready to be scheduled for a delivery; we're awaiting their call back. Customer can have partial refund of their delivery fee due to the hastle they experienced during initial delivery.

Review: Delivery of furniture had wrong piece and after waiting 2 more weeks they still don't know when the piece will be in. Piece is critical to assembly

On April 18th I purchased a bedroom set for my grandson from Ashley furniture. I was given a window of time for the bedroom to be delivered. Early May the furniture was scheduled for delivery on May 10th. When the furniture was delivered they brought the wrong piece for the loft bedroom set. The bedrooms could not be put together. Ashley Furniture called and apologize for the error and said the piece would be in 7 days. I called to inquire on May 21st and they are now stating another 6 weeks. They refuse to refund my money in full stating this is not company policy however my grandson is now forced to sleep on the floor because the bedroom set is not in and we had to remove old bed for the delivery. I have spoken to very rude customer service and requested a manager call me back which never happens. I paid in full on the product and either want the product quickly or a full refundDesired Settlement: I would like to have a full refund in the amount of $1,019.79 or the mandatory piece to assemble furniture delivered within 5 business days

Business

Response:

Final item was delivered on 5/24/2014.

Review: On Saturday, April 26, 2014, my husband and I bought a bedroom set from Regency Furniture (Regency) located at [redacted] Center, in [redacted], Maryland. The total cost of the furniture was $1649.98. Our salesman, [redacted], informed us that Regency would be waiving the delivery fee of $139.99 by deducting that amount from the cost of the furniture. We were allowed to select our date for delivery and chose the following Tuesday, April 29, 2014. We were told that we would be notified the day before delivery to find out the timing of the delivery.

On Monday we received a call at our home informing me of the delivery time. I explained to the person on the phone that a medical problem would prevent my husband and I from being home at the time she gave me and asked if we could reschedule. The person from Regency’s scheduling department said that we had to take the time they gave us. I called my husband who also agreed that we absolutely could not be at home at the time they gave us.

I then called the store back where it was explained to me that the trucks were loaded three days in advance of the delivery and that there was no way to change the delivery window without charging us a $50 fee for rescheduling. At this point, we called **. [redacted] and asked him if he could intervene. **. [redacted] transferred us to management who also refused to assist us. My husband tried to speak with the customer service manager who refused to even answer the phone.

My concern is, if they loaded the truck 72 hours in advance, then they would have loaded it on the day that we purchased the furniture. Nothing was mentioned at the time of our purchase about a 72-hour window to reschedule, or a $50 rescheduling fee. When I called the store to reschedule our delivery, I was told that I had to come into the store and pay the $50 and that there would be a $40 Saturday delivery fee. Since the store would not tell us when they could deliver until 24 hours before the delivery, the only way we could be certain to avoid another $50 rescheduling fee would be to arrange for a Saturday delivery.

Regency’s website and promotional materials expound on their commitment to the “highest level of customer service.” I explained that I have epilepsy and that I work during the day and cannot (per my doctor’s orders) take metro or drive; I have to depend on my husband to get me where I need to be and to respond in case of a seizure. No one at Regency was willing to work with us; in fact, they wouldn’t even answer our phone calls.

Furthermore, Regency’s practice of notifying buyers 24 hours in advance of their timing, while loading the delivery trucks 72-hours in advance of delivery is deceptive because, by the time a customer is notified of the timing, the 72 hours have already passed. At that point, Regency tacks on a $50 reschedule fee and they still won’t offer a general idea of the delivery time. If the customer tries to request a 4-hour window in order to ensure that they are available, Regency then charges an additional $40 fee.

My husband and I are not the only people who have had major problems with Regency. Over the past 3 years, 276 complaints have been filed with the Revdex.com regarding Regency Furniture in [redacted], MD which resulted in a rating of F from the Bureau ([redacted]Desired Settlement: My husband and I are requesting that Regency Furniture reschedule our delivery either for a mutually convenient time (my husband is willing to be available for any 4 hour block between the hours of 9:30 a.m. to 4:00 most days of the week; he must leave to pick me up no later than 5:00 p.m.) and that we not be charged a reschedule or Saturday fee. If Regency cannot accommodate one of these requests, we would like our money back so that we can find a company that really is committed to the “highest level of customer service.”

Business

Response:

This complaint has been noted. We apologize for the poor experience the customer had during the delivery process. The reason we ask for a redelivery fee is because we hire contractors to make the deliveries on our company's behalf. As a result, whenever a delivery is missed, the contractors refuse to deliver again unless we pay them for a redelivery. The initial delivery fee of 139.99 was waived at the store. The second fee was established as a partial payment (meaning, we made up the difference). Please understand that we do not mean to make the situation worse for customers by adding the fee. In this particular case, the customer picked the day and we assumed that they would be free to receive the delivery as a result. Though we admit that someone should have explained the delivery process more adequately.As of 5/7/2014, the customer paid for the redelivery fee and have since been delivered their furniture.

Review: The desk chair that we purchased in July 2012 delivered August of 2012 was returned in August 2013 for repair. The pneumatic cylinder no longer works and the chair was separating at one joint. Called in September to check on status and nothing had been done. Was referred to corporate customer service by the store, left a message on 9/14 and told they would call 9/17. Called customer service on 11/11 and was advised that no repair would be made as it was deemed customer use. I asked to be transferred to a supervisor/manager and was informed I would receive a response in 24-48 hours. No one to date has called.Desired Settlement: Request that the chair be repaired, replaced or refunded the $243.12 paid. Thank you for your time and attention to this matter. We appreciate all the assistance we can get on this matter.

Business

Response:

Service Department has made touch-ups on chair but will not be doing full-service or replacing chair as the chair's condition was found to have normal wear and tear.

Consumer

Response:

From: [redacted]>

Date: Sat, Dec 14, 2013 at 12:44 PM

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]" <[email protected]>

The link shown in the email leading to the complaint reports that the business, Regency Furniture, resolved the complaint. They resolved the complaint by returning the desk chair in question in the defective condition and declining to correct any of the defects. The only contact from the company was a voice mail that the chair was available to be picked up. Upon pickup the warehouse worker who unpacked the chair for pickup just looked at one of the defects and just stared at it for a moment like the chair should not go out the door in its current condition. From your email, I gather that the Revdex.com will take no further action to correct this problem. Why did we bother to contact your organization?

Review: Was denied to have a service person come to my home to fix a bed that broke under warranty Cell phone picture doesn't show problem fully to access.

Purchased a bed on July 14, 2013. Around June 23, 2014 I contacted Ashley Furniture to tell them the bed had broken and the mattress was falling off the frame because an inferior piece of wood was used to build the bed. The wood is rotten in a certain location on the side slat and it broke at the location where the wood was rotten. Ashley Furniture representative told me someone would contact me in 2-3 days to have someone come out to fix the bed. On June 28, 2014 someone from Ashley contacted me to ask me to send them pictures of the damage and they would contact me about the damage once they receive the pictures. On July 1, 2014 I called the store back because no one had called me back. I was told that they did not receive my email with the pictures of the broken bed that I had sent. I resent the pictures and waited for Ashley to contact me. After I did not hear back from them after a day, I called again. I was told that they would not be sending a repair person out to fix the bed and that they would send new slats. I told them that the entire bottom of the bed needed to be replaced because the bottom slats were attached to the side slats. They were only sending me the side slats and told me that I had to purchase the bottom slats and also that if I wanted someone from Ashley to come out to look at the bed I would have to pay them an additional $75. I went to the Ashley store and spoke with a manager who said that she could not tell the service people what to do. The manager took her cell phone and proceeded to another part of the store as if I wasn't even there. I called the corporate office of Ashley and was told that they could not rectify this situation. I asked for the next level of management and they told me I had to write a letter to their Board of Directors. It appears that Ashley's service agreement and Ashley Furniture is all the same company preying on consumers with inferior furniture that they sell an extended warranty but to not want to honor any warranty when you have a problem with the funiture. I feel like I have no other recourse and I am stuck with a broken bed that I spent thousands of dollars on and I was not expected to have to purchase a new bed a year later.Desired Settlement: I would like Ashley Furniture to send a service person to my home to fix the bed so that it can be slept in or replace the bed that was manufactured with rotten wood that was not durable for the purpose of constructing a bed to sleep on.

Business

Response:

The Service Department has determined that the issues aren't manufactur-related damages. However, they ordered slats to go to the customer's home as a courtesy. We will not be sending a service tech. out to install these pieces.

Consumer

Response:

Regency Furniture said they were sending slats as a courtesy but they never sent me any slats to fix the bed. I have also attached a picture of the inferior wood that is rotten that the manufacturer used to make the bed. This is a manufacturers defect. They are not honoring the warranty on the bed by not sending someone out to look at the defective wood the manufacturer used to assemble the bed. [redacted][To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Business

Response:

We have called the customer and scheduled a service team to install the slats/rails on the bed. The date of installation has been scheduled for 8/23.

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 started out paying 177.46 each month. I payed that a few times, than I was told that oh no you can not do this.

I went in to look at furniture and the sale man said nothing about no [redacted]. I started out paying 177.46 each month and than I was told that I had to take 24 month no less to pay for the furniture. I said that I could pay it off less than 24.The salesman said that this would be great, the sooner the better. January I went in to the store to make a payment and asked for the maneger and was told that they would call him and have him contact me. That they only work there and they are the only ones that can call and leave a message for him to call me. On Januray 4,2014 about 9:00 that night I spoke to [redacted] stated that he is the manager and that he understands what is happening on my end , that someone has been taking money and miss handing some of the files and peoples monies. On this night [redacted] gave me a breek down of my payments and said to hold off on making a payment until he gets back with me . I did as I was told and afterI did not hear from [redacted] in a few weeks I DECIDED TO GO INTO THE STORE, [redacted] CONTACT [redacted] ON THE PHONE WHILE I WAS STANDING THERE AND [redacted] said to me that my Balance was $900.00 and he would take off $300.00, leaving me with $600.00 balance to pay.

I went to make the regular February payment of $177.46 and was told I could not pay this. Again [redacted] was not in, was in the hospital and they didn't know how long he would be out.

The acting manager was supposed to call as of 3/3/14, but I have not heard from him and am waiting to hear from someone.Desired Settlement: I want to be able to pay the $600.00 balance as I was told by [redacted] on 1/14/14, for there to be no late fees and for me to be done with this company.I feel that all of the charges that they do should be drop and re funded back to me. If seems that they are playing games and taking advanage of me. This is beging to work on my health worrying about this bill.

Business

Response:

March 12, 2014

Dear [redacted]

We have no knowledge of this customer's business dealings with [redacted].

This issue the customer is having needs to be directed against [redacted] - as they are currently dealing with all of the money that the customer has made towards their purchase at Regency Furniture.

The way [redacted] works is as follows: [redacted] pays Regency for the furniture that the customer selected upfront while monthly payments are made by the customer to the [redacted] offices as payments for the furniture they selected.

All complaints regarding money, payments, fees, etc. should thus be directed at [redacted] as they are directly dealing with this customer.

Thank you for your time and attention.

Best Regards,

Review: To Whom It May Concern,

On June 17, 2013, Regency Furniture delivered a bed set to my home. Upon arriving, the delivery man assembled the bed set in my bedroom. The structure of the bed was made of a square wooden railing with three narrow plywood boards and 3 peg legs. This structure seemed rather minimal; but, I thought that, with proper assembly, perhaps the structure would prove to be stable. However, In August 2013, the middle peg leg loosened and the middle narrow plywood cracked. I called Regency Furniture to report the issue with my bed. I spoke with a Customer Service Representative and described the damage. The representative then provided a rather vulgar response stating that the bed was not meant to be "shaken and moved a lot" (implying that sexual activities were the cause of the damage). I then stated that this was not the case, and asked for them to come and repair the bed. The Customer Service Representative said that someone would call me in 7 days regarding coming out to tighten the loose peg leg. When I called Regency a second time to report further damage to the bed on November 2, 2013, Customer Service Representative [redacted] stated that their computer system noted that someone was sent to tighten the screw and railing; however, such a visit never occurred. No one from Regency ever came to inspect the bed when I voiced my original concern. I am very concerned that I have received such a lack of response and customer service regarding the bed; and, I am not confident that Regency has sold me a bed of quality material.

On Friday, November 1, 2013, the railing in the top right corner of the bed broke when I sat down on the that side of the bed. I believe that the bed has a defect given that the railing severed from the bed although the area where the railing is nailed to the bed is still in tact. This demonstrates a weak area in the bed, especially since I had only sat down and did not give excessive force.

On November 2, 2013, Customer Service Representative [redacted] told me to provide pictures of the damage for Regency Furniture to review. I stated that I would submit pictures upon returning from out of town on November 5, 2013. However, [redacted] called me on November 5th and informed me that Regency Furniture would not cover the damage because it was a breakage and not a manufacturer defect. I asked how she knew it was not a manufacturer defect that Regency could cover without inspecting pictures of the damage (I had not yet submitted the pictures). She then stated that I could send in the pictures but I would still be denied coverage, because the bed was broken.

After speaking with [redacted], my fiancé called Regency again to find out why they would not cover repair to the bed. The Customer Service Representative stated that they do not cover breakage. She said that they would cover a crack as a defect but not breakage. My fiancé then asked "Which is worse, a crack or a break?" The Representative answered that a break was worse. My fiancé then asked "Well why is breakage not a manufacturer defect on a bed that has only been owned for 4 months?" The Representative then stated that if we had heard or seen the bed crack, we could have called, and the crack would have been covered. My fiancé asked her who would realistically be able to check under the bed everyday to see if it's cracked and why someone should have to. In addition, why must someone train himself or herself to have supersonic hearing to notice when the bed cracks? The Representative agreed that someone should not have to check under the bed everyday or listen for cracks and placed my fiancé on hold.

Customer Service Representative [redacted] then picked up the line. My fiancé again expressed our concerns. [redacted] repeated that breakage was not a manufacturer defect. My fiancé asked her what qualified as a manufacturer defect. She replied "Ummm I can't really explain it, but it's basically things that are from the manufacturer." My fiancé then stated "the bed itself is from the manufacturer." [redacted] then placed us on hold a second time. Customer Service Manager [redacted] picked up the line, and my fiancé voiced our concerns once again and that we deserve to have a fair assessment of the bed's damage. [redacted] stated that she understood our concerns. She told us to submit the pictures, and she would also investigate the reason as to why no one ever came to tighten the bed.

We submitted pictures of the bed and it's damage that night. The next day, [redacted] called and told me that Regency still could not cover repair of the bed because the pictures show that the middle peg leg was missing. If the bed was not tightened and it caused the railing in the top right corner of the bed to break. I explained that the middle peg leg was the one that Regency was originally supposed to tighten but never did. I then told her that I didn't understand how a loose peg leg in the middle of the bed would cause breakage in the top right corner of the bed. I also didn't understand why we should be penalized for the loose peg leg that they were responsible for tightening. [redacted] then said she would talk with her superior and call me back. I asked what her superior's name was. She said that she could not give out his name. I called back and asked to speak to the Manager. [redacted] finally told me that his name is Amari but he was not available to talk speak with me.

My fiancé and I have only slept in this bed for 4 months, and we are subject to the inconvenience of not having a safe structure on which to sleep. My fiancé previously owned a bed of similar style that she purchased from Value City Furniture in August of 2010. Almost 4 years later, that particular bed has not required any repair and has also withstood the use and weight of two separate households.

I do appreciate your investigation into this matter, and I look forward to reaching a resolution regarding my concerns.

Sincerely,

###-###-####Desired Settlement: I would like regency furniture to repair the damage to my bed.

Business

Response:

Customer will be delivered completely new replacement bed to replace defective one. Merchandise is in and ready to be scheduled for a delivery date.

Review: There are so many issues that I have with this store. Customer service is poor. Delivered items without screws and legs and Items that I didn't order.

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, dreser, and mirror. Today, when the items were delivered the twin bed did not have storage and the full bed was delivered witout 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. Which 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 thr store would charge me 30 % for there errors. While my kids go 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.Desired Settlement: I no longer want to purchase items from the store. I would like a full refund. I initially, asked them to exchange the wrong item for the right item. They informed me that I would have to pay a difference. I do not feel that I should be penalized for their mistakes. I would like for them to come and get their furniture and refund me my 2300 dollars.

Business

Response:

Dear [redacted],

Thank you for writing to us.

Customer has the option of having the rest of her merchandise repaired and assembled.

As stated in previous correspondence (for complaint [redacted]), customer refused to speak with Service Department regarding establishing a time for us to service merchandise.

Customer may not cancel without there being a 30% restocking fee, as per our sales contract. This is because merchandise has not yet been found to be defective as of yet (this cannot be determined without further service).

If customer would like us to send another technician, then we will do so. If the technician cannot make any repairs/or deems the furniture to have a manufacturer’s defect, then items in question will be replaced.

Best Regards,

Review: On 2/25/2013 after not hearing from Regency Furniture about my furniture, which had guaranteed delivery in two weeks. I was told the furniture wasn't all there. I had ordered living room, dining room, and bedroom furniture totalling $3009.33. I was required to put down half. Which I did in the amount of $1,500.00 cash, on 2/02/2013. As I was inquiring why the entire order wasn't in speaking with the original sales rep. and the sales manager. This customer service rep. for Regency continuously addressed me being rude, disrespectful, and totally unprofessional. Ironically, I was no longer in front of her desk, but had walked with the two reps. to the end of the counter. Because, I no longer wanted her to assist me. She continued being obnoxious, making rude remarks. Eventhough, the sales manager told to her to "cool it." Once, I saw he couldn't even control her behavior. I told him forget, I want all my money back. Letting him know, I don't have to spend my money where I'm being disrespected at. He told me I would be charged for my money back. You've got to be kidding me, I said ! I want my money back because of your rude employee, that "you" can't even control. And you think you're going to charge me with my own money? Well, they did, in the amount of $276.70 ! Not only that, but they told me I have to wait 21 business days for the remainder of my money ! Because they don't keep cash in the store. I don't feel this is legal, or that because of the circumstances on Regency Furniture's part, should that I should be liable. Please assist me, or direct me in the proper steps to get my money back.

Business

Response:

[redacted] received his refund check on 2/28.

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: If you read my original complaint. They gave me a refund. But not my complete refund, charging me 10% of the total sale. I gave them $1,500.00. Which was half of the total cost for the furniture. ( I see on your Revdex.com website they already have over 230 complaints.) And I want "all" my money back. There 10% charge on their receipt is void. Because I never signed their receipt agreeing to those terms. The place for a customer signature on the receipt is blank. As I stated in my original complaint. It's due to their rude, and disrespectful employee, why I asked for my money back.

Regards,

Review: I purchased a dinningroom set from this company and had a scheduled delivery for 5/14/14. The chairs were delivered but the table was damage and I was told I would be contacted as soon as the driver returned the damaged table to the warehouse. I have been on the phone for over a week trying to get answers as to when this table would be delivered. I have spoken to Lauren at the showroom where I made the purchase. [redacted] a customer service rep and an unnamed supervisor who told me "Things Happen and some customers wait weeks". I cannot get anyone to give me any answers about a deliver date or return of the delivered items and a full refund. I am at my very upset by this total disregard for the customer. This is a holiday weekend and I have guests coming from out of town and nothing to serve them a meal on.Desired Settlement: I would like the table delivered to me ASAP or a full refund including delivery and set up charges after the chairs in my posession are returned.

Business

Response:

The reason the reply took so long was because the damaged pieces had to be scanned back into the warehouse. The customer is scheduled to receive another delivery today, 5/27.

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: We purchased furniture in May of 2013 for our new home. We are still paying on the furniture as promised. All 3 pieces (sofa, loveseat, and recliner) are having bent mechanism problems. The problem was called in the Regency cutomer service in February of 2013. We were asked to provide pictures of the furniture which we did the next day. We heard nothing for 3 weeks and had to call back in March. They said they would send a technician out to the house for evealuation. We heard nothing again for almost 3 weeks and had to call again to be informed that the person we talked to was no longer working there. They did send out a technician from another outside company, who informed us that the mechanisms were in fact bent and would need to be replaced. Again, I waited until the beginning of April to call only to be told that I can leave a message for the person taking care of my case. After 4 more phone calls, and refusing to hang up until I spoke with a manager, I got to speak to [redacted] who informed me that they were supposed to order new mechanisms but had not done so yet. I expressed my concern that the mechanisms were going to fail again since they needed to be replaced within the first year. I was told that I would need to speak to [redacted]. When I finally got her on the phone after waiting for 40 minutes on hold, she said she needed to speak to her boss and would have [redacted] call me back the following day. There was no call from [redacted] the next day, so I call [redacted] back the following day. I asked [redacted] why I am getting the run around with my furniture since it had been 3 months since I addressed the problem. [redacted] asked me to hold and then came back on the phone to inform me that they were not going to do anything for me because they decided that it was "wear and tear from the customer". We spent over $2500.00 on furniture and expect it to be held to the warranty that was promised. There was NO abuse of the furniture as it is just two adults in the house with no pets or kids.Desired Settlement: I would like them to give us furniture that will not have to be repaired every year.

Review: Damaged pieces delivered 2x's, the kitchen table thats in stock they are holding & wont deliver until the couch is in stock unless I pay extra fee.

I ordered my furniture 1st week of January 2014, I believe the 6th. My oreder number is [redacted]. I purchased 2 couches, 2 living room tables, and a kitchen table. My furniture has been delivered twice. 1st delivery was Feb 21st. The loveseat was smashed in on the side, the kitchen table was scratched on top. The 2nd time, the table had a cracked leg, and the loveseat had a scratch on the fabric of the microfiber. The 1st incident the store followed up immediately apologizing and explained the process of the re-delivery. My furniture was set up for delivery again on Feb 27th- Upon the second rejection of damaged furniture- No one called me, I called the store, they confirmed that they were aware it was being sent back and would call to set up re-delivery. Again no one called, I called again after a week had passed, I was told my kitchen table was in the warehouse but the loveseat was estimated to come in at the end of March, and this was on March 6th. I asked why I couldnt receive my kitchen table considering we sold our previous table to make room for the original delivery. I was told that if I wanted to pay an additional delivery fee they would send it out. I asked for the main offices number and proceeded to call them. The main office explained that they supported the stores decision of not delivering my table and I was told again that there is nothing they would be willing to do to accommodate me. They explained that it was not Ashley's fault the furniture was loaded from it's original location in damaged condition. I asked if they thought it was good customer service and the representative agreed that yes it was because they are replacing the furniture. My furniture was a little over $2,000. I am using the in store financing as the payment. To date, I have still never received a call from any [redacted] representative to address a delivery date.Desired Settlement: Immediate delivery of my kitchen table and if that is not done then I believe I should have an adjustment made on the prices paid

Business

Response:

April 8, 2014Dear [redacted],We’ve been in contact with the customer and have scheduled a date for the service technicians to go out and deliver pieces that were originally missing as well as service damaged items. If damaged items are beyond being serviced, customer will get replacement items.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:There still has been no acknowledgment of the ridiculously poor customer service I have received or addressed any adjustment of payment.

Regards,

Review: Promised to come and repair the damage, but has never shown or called to cancel (see Attached document).

Dear Sir/Madam:

I am writing to express my disappointment and dissatisfaction with services rendered by Regency Furniture. Since July 7,2012,1 have attempted to have Regency Furniture rectify the damage that their employees caused to my stairs when they delivered furniture to my home. I have sent pictures, estimates, and made innumerable calls to them.

I get bounced between **. [redacted], **. [redacted], **. [redacted], and **. [redacted]. This latter person has thrice promised to come and repair the damage, but has never shown or called to cancel. I asked to whom I could complain, and was told that the Manager is **. [redacted], and I should complain to her. Since I have done so, and she seems to be part of the problem, I do not believe that complaining to her is of any use.

I am appalled to think that this is how Regency Furniture treats its customers. This is a simple matter that should have been resolved quickly, and yet, a year later, nothing has been done. I hope your Council can at least warn others to beware. Thank you for your assistance.

Sincerely,Desired Settlement: Repair the damage (see Attached document).

Business

Response:

**. [redacted]'s personal property damage has been repaired.

Thank you

Review: We had furniture delived and the delivery personnel damaged the stairs and walls. The walls damage was repaired. The stairs were not replaced. We were told to get our own estimate and when we did Regency did not want to replace the stairs. They stated that it cost to much. The cost of the estimate we received was $695. We went back and forth and Regency provided us with a check in the amount of $450.Desired Settlement: We would like the difference of the needed funds to replace our stairs.

Business

Response:

After speaking with the customer's friend who was working on sanding the stairs, we determined that $450 would be sufficient for addressing the issue (since, according to the customer and their friend - nothing was actually being replaced, but rather, just sanded). Customer took the $450. Issue has been closed as resolved.

Review: More than a year ago, I put down $150 to layaway a dining room table. In the meantime, my husband lost his job a year ago, and money is tight. This past Saturday (Oct. 19th) when I asked for a refund, I was told I could not get a refund, but could still apply it to the table that I originally wanted. The other option was I could use the money toward another item, BUT I would be penalized 10 percent. That added up to $50. I could understand if they had ordered the original table I wanted, and it was sitting there, but to arbitrarily say that there would be a penalty just because I wanted to another item. The salesperson who helped me said he was an assistant manager was very cold, and aloof, and gave no appearance whatsoever of being helpful. Again, my husband has been out of work, and every penny counts. I think they were upset that I opted to get a very affordable table. I might add, that at the time I put the money down on layaway, I also put some money down at [redacted] Furniture.

Again, we're facing tough times. But my experience with [redacted] was totally different than Regency....they gave me all my money back, no questions asked!

We will be getting back on our feet, and will be able to afford more furniture down the line, but Regency Furniture can rest assured I won't be returning to the for business.Desired Settlement: I believe Regency should return my $50. It was like it was stolen from me. I'm still very upset over an arbitrary "rule."

Business

Response:

Customer had merchandise listed as price hold for over a year. Because of this, we issued the store credit with the reduced percentage for cancellation fee. This is not an arbitrary rule, as it is indicated all over the customer invoice. Customer may speak to store manager about this policy, who may override it, but in terms of policy, this was written and signed for since last year.

Review: I have been trying to solve an issue with Regency Furniture since 3 months now and have no success at all. Here is my issue

During the delivery of my furniture on Nov 2nd 2013, the chandelier of my house got broken by Regency Furniture delivery people. I was told that the issue will be taken care soon. They assigned a manager ([redacted]) to look at my issue. Since Nov 2nd I have given multiple calls to the customer service to follow up on my issue. I have received calls from [redacted] as well stating that he is working on my issue. Although it was mostly me who were following up with the issue with very less upfront communication with [redacted]. Last communication I had with [redacted] was on Jan 29th and he stated "that someone will come to my home on Feb 1st to take a sample to send it to [redacted] glass service". No one came on Feb 1st. I have communicated the same on Feb 3rd to the customer service demanding an explanation. They have said that [redacted] will give me a call to explain. I have not received any call till now. Customer service had sent several emails to [redacted] on my request to provide me an explanation why no one came on Feb 1st but looks like [redacted] is avoiding those emails as I have not received any communication from him after Jan 29th.

Manager [redacted] is continuously lying to me and not keeping his promises.

The problem is that customer service at the corporate office of Regencey Furniture can only take my complaint and pass the message to manager (in this case [redacted]) but it is entirely dependent on the manager that he/ she wants to call customer back. If he/ she decides not to call there is nothing customer can or even the corporate office custiomer care representatives do. This frustrates customer since nothing can be done.

There is no email address as well for the complaint on which customer can provide written complaints. A complaint can only be done via phone. Regency Furniture misuses this to their benefit since there is no proof to a customer about the complaint. All the data is with Regency Furniture with no visibility to the customer. I ahve also asked them to send the data to me which was denied.Desired Settlement: - Provide an email address for the complaints so that customer has written proof of complaints.

- Make policy available to customer about the steps will be taken to fix the issues and time taken in each step. This must be available to customer in writing.

Business

Response:

We are currently working on getting the glass piece for the customer's chandelier fixed; we've contacted the appropriate contractors who specialize in custom glass builds and are in the process of having this fixed. Please be patient while we continue working to resolve this matter.

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 complaint is not about my chandelier. What I am requesting here is the policy change by [redacted] Furniture. Please read the complaint and proposed solutions and respond accordinly. This response is not even close to what I am requesting as a proposed solution. These were the proposed solutions

- Provide an email address for the complaints so that customer has written proof of complaints.

- Make policy available to customer about the steps will be taken to fix the issues and time taken in each step. This must be available to customer in writing.

Regards,[redacted]

Business

Response:

"Provide an email address for the complaints so that customer has written proof of complaints." - we have an email for that - [email protected]"Make policy available to customer about the steps will be taken to

fix the issues and time taken in each step. This must be available to

customer in writing." - this is in writing - located on the back of the invoice - we will try to make this clearer within the upcoming months as to avoid further potential situations.

Regards,[redacted]

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 appears to me that [redacted] Furniture is not at all aware of their own policies. There is no where written in the back of the invoice about fixing the damaged goods and time to fix those damages during the delivery. Please read your own policies and respond accordinly and provide facts and not lies. You must be aware that you are writting on Revdex.com website and anything mentioned here can be proved anywhere.

I have attached here the back of the invoice I have. Please highlight and attach with your response where it talks about the time [redacted] furniture will honour in case of a damage caused by [redacted] furniture. Regards,[redacted]

Review: The products I ordered were delivered with multiple problems. The mattress and bed frame do not match, one bed frame is missing 4 screws, and three other piece all have cracks in them. I have spoken to the Woodbridge location from which I ordered the ordered the products, but their customer service is absolutely horrendous - I would go so far as to say near discriminatory. I have contacted Regency's official customer service a handful of times and no one seems to care about these issues.Desired Settlement: I would like these items to be replaced. I did not purchase these products with the intention of receiving defective or missing materials. I simply want our contract to be honored and for my products to be of the quality I was assured and expected.

Business

Response:

We apologize for the issues with the furniture. A agent from the Service Department contacted the customer to get the issues resolved but the customer refused to speak, stating he doesn't "speak to strangers" and hung up. Furthermore, the customer claims that the customer service is near "discriminatory." Unless this can be substantiated with proof, it's a meaningless statement. As stated previously, the customer is being quite difficult with this process of resolution. Whenever the customer does feel like having this resolved, then he can contact the customer service center and get scheduled. Otherwise, based on the way the customer has been unwilling to cooperate, I suspect the Service Department will have difficulty getting this issue resolved.

Review: 6/11/2014 called [redacted] furniture spoke to [redacted] at customer service, told her my dining room table is cracking where 2 joints meet. she told me it was covered under the 1 year warranty and someone from customer service will call me back in 5 to 7 days.

6/17/2014 I did a follow up call because no one from their company has called me back. spoke to majustice. she said someone would be calling soon.

6/26/2014 spoke to jasmine from customer service at regency furniture (###-###-####. ext #*). she asked me to email her pictures and ref. invoice # [redacted]. I emailed her pictures of the cracked table after our conversation.

6/28/2017 jasmine called me to say not covering the defect on the table because it was caused by us the owner, and there were additional damage on the corner of the table which caused the cracking and also some scratches. I told her there were no other damages on this table especially on the corner and that the crack on the table is where the 2 pieces of wood meet. you can clearly see where the 2 joints come together. I asked her if she could send someone out to look at the on the table she said no, and her decision was final and my warranty expires on 6/28/2014.

I have pictures of the table top which I can send at your request.Desired Settlement: I would like to have the top pf the table replaced. thank you

Business

Response:

After having reviewed the pictures, the customer's table seems to have scratches all over it - that would have otherwise been noticable shortly after delivery. This claim was not filed until roughly a year after the customer had the merchandise. Upon careful review, we strongly feel that this was not a manufacturing defect. Therefore, we will not be sending a service technician to repair this 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:

Review: I purchased a dining room set from Regency Furniture November 13, 2011. I opened a line of credit with the store in order to purchase this merchandise. I have paid all monthly installments on time. In January 13, 2013 I called Regency to make a payment. I spoke to [redacted], the store manager, about paying off my furniture. At that time I was told that I owed 1100 dollars. I gave him 1000 dollars and was then told by him that my remaining balance was $55.08. When I called on February 18, 2103 to make a final payment [redacted]. the store manager, asked me how much did I owe. I told him it was around 100 dollars. He then looked up my account and said I owed 400 dollars. I disputed this claim and asked to speak with [redacted], the district manager. When [redacted] looked up my account he said I owed 600 plus dollars. They could not explain why the discrepencies in the amounts from January to February's. I paid 55.08 on that date over the phone. When I called the store on March 24, 2013 to make a payment. I was told that I did not need to make another payment until August 2013. I spoke to [redacted], an account manager, who told me that I had a remaining balance of 544. 69 on my account. I again disputed this amount based on the reciepts and previous conversation with the store manager in January. She told me she was unable to see in the computer what the orginal purchase price/line of credit was, therefore, she could not explain the discrepancies.Desired Settlement: I would like the store to review their records and give me a DETAILED billing so that I can see what the actual amout owed and paid to this date is in order to pay off my remaining balance. I do not want any additional fees attached to my account because of their lack of organization.

Review: we bought a leather sectional for a lot of money. It was a new one apparently but was a very dysfunctional sectional in all aspects. They have not come to fix it yet although it has been a month since my complaint! I called customer service several times and they come up with multiple excuses. Finally they gave me the number of the repair company which called and made an appointment and gave me a date and time of when they were going to come and fix the sectional. Not surprisingly they never showed up. At this point I lost a day of work because I set aside that day for the repair company to fix the furniture which never happened. It seems like whoever I call in the store they are always saying it's not their responsibility and someone else's job. At this point I have contacted several people at the store as well as customer service and the repair center without any resolution. I have read multiple reviews on yelp and google about this Regency Furniture and noted that there were several hapless victims like me.I hope someone investigates this further so there are no future victims.Desired Settlement: I just want a new sectional that's working properly as promised

Business

Response:

Customer is scheduled to have his furniture picked up on May 21, 2014.Customer is mistaken about who to write this complaint about; the separate contractors who were supposed to repair merchandise failed to show up, not Regency.Customer is placing themselves as the victim; while we sympathize about the miscommunication and prolonged wait time, referring to the self as the victim implies conscious wrongdoing on our part. Which is quite misleading.