Regency Furniture

Review: On Feburuary 9, 2013 my wife and I purchased a Homelegance Pub Table and six (6) 24" Bar Stool Chair, with a five year warranty. The set was delivered on Feb. 16th 201. We call Regency that day and told them the chairs had a defect we weretold is not the chairs it's our floor and to put a padding under each leg which we did.The next day the 3 year old grandbaby was on the floor with a black screw in his hand. I looked at the chair and saw that not only had the screw fell out but the leg on the chair had a crack running up it. I looked at the other chairs and saw a repeat of the same thing in three (3)other chairs.Three of the chairs no one had sat in! I called Regency to Complain and was told they would send me a kit to fix it myself. I told them I was not going to try an fix a brand new set on chairs and void a Warranty. I ask them to send someone, the person on the phone said No! an hung-up.Desired Settlement: Just fix the chairs and me and my famliy and friends will never ever buy from them again.

Review: My husband and I purchased a King Size Cavallino Poster Bed from Regency furniture on or about February 1, 2013. It was delivered on February 15, 2013 after several missed delivery attempts and delays. On March 20, 2013 at approximately 9:45pm, my husband and I were laying in bed watching the news when the right side of the bed collapsed and fell in. Not knowing what had just happened, and fearing an earthquake or sinkhole was causing the problem, my husband and I jumped out of bed, immediately ran to check on our children in another room and decided to sleep on the couch in our family room. The next morning, we were able to see that the rails, headboard, and legs of the bed were completed shattered and lying on the floor. I immediately called Regency to tell them of the problem and they advised us to take pictures of the damage for assessement. Initially we were reluctant because we didn't want to move the bed and cause further damage, however after being told that was the only way the service department would be able to make a determination as to whether the bed could be fixed or replaced, we sent in pictures. These pictures were sent on March 23, 2013 and I received a phone call from a representative on March 24th stating that the 30 day minimum warranty was up and did not cover breaks, although the damage did appear to be a manufacturer defect. I was told that as a courtesy they would order a new headboard and rails for the bed but we would be responsible for putting the bed together and they would void any extended warranty we purchased. I did not agree to these terms but a headboard was still allegedly sent to my home address with UPS Tracking No.: [redacted]. I contacted UPS to let them know I would not be accepting the product and to return it to sender which they did on April 23, 2013.Desired Settlement: I have contacted Regency and explained that I want them to pick-up the defective bed, and issue a store credit in order for my husband and I too pick out a new bed that is either equivalent or less to the bed we currently have, as well as have it delivered free of charge since we have already paid a delivery fee.

Review: On July 4, 2013, I purchased a dining table and 6 dining chairs from Regency Furniture in [redacted], VA. I was told that the table I was purchasing was a special order, and it could take anywhere from 8 to 12 weeks to receive the ite**. I agreed and completed the purchase. This table is also available in a counter height model, with bar chairs. My table is a standard height, as well as the standard height chairs.

In November, 2013, I called, asking if my table and chairs were ever sent. I was told yes, that someone had called me in October and informed me that my order was in. I never received a call from anyone. At that time, I was in the middle of moving to a new house, and asked how long they could hold the furniture. I was told they offer a two week timeframe. Sine I was in the middle of trying to renovate the new house, and move, I went to the store and paid 89.95 to have the furniture delivered to my new address. The date was set for December 14; I told the salesman that I would only be able to be there in the morning, as it was the same day as my daughter in law's baby shower. The salesman said, it was not a problem. I took off from work on December 13, to ensure all of the running I had planned on doing on December 14 was taken care of, so I could be available. I was contacted on December 13 by the headquarters in [redacted], MD, stating my delivery would occur after 1 pm. I informed the caller that I could not be there, and had specifically told the salesman I needed a morning delivery. I was told basically that I would have to pay another 50.00 to reschedule the delivery. I went to Regency on December 22, and paid the additional 50.00; delivery was scheduled for December 28. I made sure that I had nothing else planned or scheduled. I received a call on December 27, and the caller said my delivery would be from 7 a.m. to 1 p.m.

After the delivery person arrived, they prepared the table on my front yard. The chairs were brought in, and then the table top and insert for the extension. I was informed by the driver that he could not locate my pedestal stand. I was confused, as I thought there were only legs to the table, but since it had been some time since the purchase, I thought it was my mistake and there were pedestal legs that attach to the table ends. I called the warehouse, and was basically told nothing was going to happen that day, as the driver had other deliveries. I was also told I could come to their warehouse and pick up my pedestal, but was also told they couldn't locate it. I made several calls, trying to get some help. Finally, I spoke with a [redacted], and she seemed to have been helping me with my order. I accepted the order, contingent on Regency being able to deliver the legs/pedestal. I was informed by **. [redacted] that the model I purchased had been discontinued. I said I would accept the floor model, if they also gave me a credit to the store, since it would not be a new table. She contacted the store manager and was informed that the floor model was no longer on the sales floor.

Upon further review, it was discovered that the reason the delivery person thought I had a pedestal coming is because they had sent the counter height table, with the standard chairs. I spoke further with **. [redacted], via phone, text messaging and email, and told her that their options were to 1, replace the chairs, provide me with a pedestal and I would be willing to keep the counter height table, or 2, bring me the correct table, or 3, a set that is in stock and would be a reasonable swap, or 4, refund my money. I went on their website, and gave them some options I had picked out that would be acceptable for a switch (emails have been saved for proof and reference). It seems that each set I picked out, there was a problem; though advertised as "in stock", either there wasn't a table, and all they had were the chairs, or the set wasn't in stock.Desired Settlement: At this time, I had already given away my old dining room set, and have nothing. All I am asking is to be treated fairly and have a dining room set that I paid for, an reasonable replacement or refund.

Business

Response:

Customer is scheduled to recieve table tomorrow, January 4, 2014.

Review: I purchased a king size bedroom set from Regency Furniture in [redacted] Md. The set was delivered on 1/31/14 at approx. 2:30pm and not even a week later I noticed the wood beam on the bed was completely striped therefore there is nothing supporting the bed. The wood beam supports the bed along with 3 slats. If I attempt to get into the bed the woods just cracks and gets worst everytime to you get into the bed.Desired Settlement: I would like a replacement set of wood or a new set because clearly this set was defective from the beginning.

Business

Response:

The customer's bed has been sent to the Service Department shop for repair as per standard procedure for furniture which accrued damage after delivery. We will contact the customer once their merchandise has been repaired.

Review: I purchased a Curio (item #[redacted]) from the [redacted], VA branch store and paid full price. The product was to be picked up at the headquarters in [redacted], MD. At the time of pickup (on Nov 15, 2014), the warehouse personnel asked me to sign a form stating that the product is visually free of defects. I asked them how to do so given that it was a glass case that needs to be assembled and it is in protective packaging inside the box, and the warehouse personnel responded that the external packaging looks undamaged and therefore it should be fine on the inside. Upon this, I signed the pickup release form confirming that the product is visually free of defects.

Upon bringing the item back home and unwrapping the multiple layers of protective packaging, there was a crack in the rear mirror panel of the curio. I immediately called the store and notified them. The [redacted], VA store made a note on my invoice, and gave me a customer service number to call during weekdays. I called on Nov 17th and the customer representative states that since I signed off on the form, they did not have any liability, and that it cannot be fixed, replaced or returned. I clearly described the exchange at the time of pickup, and also noted that the warehouse personnel were stating the same to all pickup orders at that time, and no packages were being opened and inspected by any other pickup customers either as a result of this instruction given by their warehouse personnel. Despite this, the customer representative continued to insist that they would not help with this any way, and their responsibility ended as soon as the product was picked up.

I believe that the store is engaging in deceitful practices by either misinforming customers at the warehouse pickup location, or by refusing to own up to the defective nature of their product. Even if we had opened up the product at the warehouse location, given the way it was packaged and the fact that it is made of glass, it would have been nearly impossible to put it back in transportable condition if one had to do a thorough visual inspection of the interior. The store refusing to divulge this fact is engaging in deceptive marketing.Desired Settlement: I want the defective product to be either exchanged at my house for a non-defective product, or for a full refund to be issued.

Business

Response:

The customer was absolutely not denied services. As is standard for all picked-up merchandise, we asked the customer to bring the piece back to the warehouse for inspection.

Review: Back in November 25 2005 I picked out some furniture and applied for financing and put down a $1000 deposit. When they couldn't get me financed I asked for the deposit back and they said it was a restocking fee. When I told them it was against the law to hold a deposit they told me their policy over ruled state and local policy. A relative just won a case similiar to mine and she told me what they did was against the law and that they had several complaints about their refund policy. I fwent back deep in my paperwork and found the original documentsDesired Settlement: My $1000 dollars back in check or cash

Business

Response:

Wrong store. We have absolutely no record of this customer. There were no Ashley Home Stores owned by Regency Furniture in 2005. It's possible that the customer is referencing another Ashley Home Store - as they are franchised.

Review: I placed an order with Regency furniture on May 17, 2013. I was told that it would take from 4 to 6 weeks for delivery. I called on June 22, 2013 and was told that it would now take 4-8 weeks and that the furniture would be in on July 22, 2013. I called today, July 16, and was told that it would take 6-12 weeks because it is now considered a special order. I was never told that this was a special order. Everytime that I have called I have been given different information. I told them that I wanted to cancel the order and the manager said that there would be a 10% penalty since they are within the contract terms. I contend that because I was not told that this was a special order by the original sales people or anyone else., I am entitled to expect them to full fill the agreed upon terms, which on the sales receipt states four to six weeks. No one ever told me that I this was a special order and no one was 12 weeks mentioned to me. I believe that this is a matter of bait and switch. When I called today, the manager that I spoke with said that she would inform the persons that I spoke with on May 17 and June 22, that they should have told me that they considered this a special order. I paid the entire purchase price for this order and as I stated no one told me at any time, other than today that my purchase is a special order. They gave me the July 22nd date, and they said "by July 22, 2013. Again, the 12 week time frame has never been mentioned. I feel that they are not acting in good faith and I want all of my money returned, without penalty immediately.Desired Settlement: The return of all of my money, without penalty.

Business

Response:

**. [redacted] has received her merchandise on 7/19. She is experiencing a problem with her loveseat and our service departement has requested pictures.

Thank you

Review: I purchased over $4000 worth of furniture from Regency Furniture in October 2013 and have been thoroughly satisfied. I returned in December to purchase what I was told was an all wood kitchen set from [redacted]. In March while moving a chair to mop the floors the leg on one of the chairs broke, I called the main office and was told that the set wasn't under warranty. In May of 2014 another chair leg broke, I called customer service but to no avail. I have furniture from twenty years and I have no problem. I take items back to [redacted] a year later and get an exchange. I cannot understand how I can purchase furniture that only last for three months. I am retired and on a fixed income with my husband. Please help, they are telling me that I need to PUCHASE additional chairs.Desired Settlement: I would like a replacement of my chairs or to return the entire set.

Business

Response:

Upon inspection, our representatives at the Service Department noted that the chairs were broken as a result of usage and not because they were inherently defective. This particular brand of furniture does not come with a one-year manufacturer's warranty as does our other furniture. We apologize for any inconvenience this may cause the customer.

Consumer

Response:

Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

Review: Purchased a five piece bedroom set on June 28, 2014. Was initially told items would be available for pick up within two weeks. After approximately a month, no call about furniture. Called Regency and spoke with Customer Service, was told four of the pieces were available for pick up, however the chest would not be in until September 5, 2014. Called on September 7th to confirm the chest being at the store. Was told it would be in on September 16th, given it was coming on a boat from China. Was told someone would call on the 16th to confirm merchandise was in. As of September 21, 2014 no call and no chest. On two occasions I have spoken with customer service. During the second call on September 7, 2014 requested to speak with a manager and was denied. Also asked for manager contact information, this was not provided.Desired Settlement: Would like merchandise as ordered (the chest I paid for). Or a full refund for the cost of the chest.

Business

Response:

We apologize the merchandise was delayed - merchandise usually takes 2-6 weeks to come in from the time it was ordered. The furniture has since come in and picked up by the customer on 9/26.

Review: Bought Furniture from Regency in [redacted]. One of the dining chair flipped over the floor and got cracked. Contacted Warranty Company and got new chair ordered. The Regency Warehouse would not deliver the chair to [redacted] store and insisted that we pick up the chair from their warehouse or pay delivery charges to deliver it to local store where we bought our furniture. After talking to manager of the local store, he agreed to move the chair to his store and will call after he has received the chair. After couple of weeks I got a call from the manager about the chair. I forgot to pick up the chair and went overseas. When I came back from overseas trip, I went to pick the chair from the store, the store does not want to release the chair and wants me to go through warranty company to release the chair. The store has received all the money for the chair and are looking to make money to release the chair. What a rip off. I called the store and wanted to talk to the manager, the manager won't even come on the phone and does not even return phone calls. Will never buy from them again.Desired Settlement: Either deliver the chair to my address or allow me to pick up from their [redacted] location.

Business

Response:

Customer has had their chair replaced by [redacted]. When the chair came in, we informed the customer that it was ready to be picked up. The customer did not want to pay the transfer fee of $20 to pick it up. We agreed to allow him to pick up without a transfer fee but then heard nothing back. 6 months passed - which was the time frame the customer has between the warranty ([redacted]) authorization and pick up. Customer didn't pick up. Thus, the chair had to go back to stock. If the customer wants to pick up the chair, they're going to have to contact [redacted] in order to have them file another authorization. Once that happens, we'll gladly give the customer their new chair.

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:When the chair order came in, no one told me that I only have six months to pick up. It took 2 months for the warehouse to transfer the chair to the [redacted] location. In July, I called the store on Sunday and told them I need to come and pick up the chair, the store told me I can't pickup the chair on Sunday. I told them, I will be going overseas for a month and will not be able to pick the chair until I come back. The store personnel advised me when I return from the trip, I can come and pick up till 7pm on Weekdays and on Saturaday. After I came back, I went to pick up the chair on Saturaday, as I can't pickup the chair on weekdays based on my work schedule. The store refused to give the chair and told me to call the warranty company. I called the warranty company and they told me they have already paid the store for the payment and they are not going to pay again.The original letter that came to me to pick up the chair was in March, it took them couple months to transfer the chair to [redacted] location. I called in July to pick up and was told can't pick up on Sundays. From March to August is 6 months and I went in August to pick up which is still in time. It seems like store wants to make more money on a product which they already got money for. Bad decisions by the store personnels and management. I will definitely not recommend people to go shopping with thiefs.Regards,

Business

Response:

Customer was contacted to pick up the chair after agreeing that we'll go through our store policy and ship the chair for a local pick up. Then we heard nothing from the customer. Months went by and the chair had to be placed back to stock. If the customer wants another chair, they must go through the warranty company, have the warranty company send us an order requesting a chair and we'll happily provide one to the customer.

This store's sales rep and customer service is abysmal. Despite poor reviews, I took a chance and went there to buy a bed. The rep was a s[redacted] who despite my request for a particular bed, sold me the wrong bed and then lied about how the whole transaction took place. The wrong bed was delivered and now I'm going back and forth with these people. A complete waste of my time. This place is super shady. They advertise falsely. There is no accountability for their mistakes. I am completely dissatisfied with my purchase but to try to get a refund and take my business elsewhere is not worth the headache. Avoid this place at all costs!

Review: Every piece of bedroom furniture purchased was damaged at time of delivery.

We purchased bedroom furniture from Ashley Furniture in [redacted] in early August. We finnaly received the furniture in mid September. Upon inspecting the furniture that was delivered we discovered several damages. We had to even wipe down the furniture before we could inspect it to remove the 2 inches of dirt and dust that was on it. There was so much dirt on it the white furniture was brown in color. Upon discovering the damages we called and logged the complaint with Ashley's damage department and sent over pictures of all of the damages. We asked for the furniture be replaced. We purchased new furniture and we certainly did not receive anything close to that. A rep from the damage department informed us that a technician would have to come out first to attempt to repair the damages and that she could order replacement parts for some of it.That there policy was to try to repair first and replace if a repair could not be made. We were then instructed to contact them once the replacement parts they ordered came in. To call them and they would schedule a tech to come out. The ordered replacement parts came in on 10/10/14 a good solid month since the damaged furniture was delivered. A week later a technician came out on 10/17/14 and found that he could not repair any of the damages to the furniture. As a matter of fact he damaged the headboard worse that what it already was trying to repair it with the piece that was ordered. The tech filed a report that we have a copy of recommending the entire set of furniture be replaced. Well here we sit 10 days from when the tech came out and still nothing from Ashley Furniture. I have sent several emails to the damage department with no response. I have also tried filing complaints online and verbally with Ashley's consumer affairs department that have not gone anywhere. We are not asking for anything extra or outlandish. We are simply asking to receive the new bedroom furniture we purchased.Desired Settlement: We simply want the damaged used looking furniture delivered to us picked up from our home and a brand new set of the same furniture to be delivered to our home. My wife did have to take a day unpaid from work to sit home to let the technician in. Something we should have not have had to do if Ashley furniture would have delivered us the new furniture that we purchased from the onset. It's hard to put a price on time that my wife and I have wasted dealing with Ashley furniture on this matter. So

Business

Response:

Not every single piece was damaged upon delivery; this was reviewed by the Service Department. The pieces that WERE damaged, have either been replaced with new items or repaired as of 11/29/20`4. Customer signed paperwork stating they accepted the repairs/replacements.

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:

Regards,

Consumer

Response:

Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].Inboxx Revdex.com of Metro Washington DCDec 5 (4 days ago)to me ---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Fri, Dec 5, 2014 at 1:19 PMSubject: 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]>As of last Saturday our issues with the bedroom set we purchased from Ashley furniture has been resolved. Two deliveries and two technician over the span of 4 months finally took care of everything Sent from my [redacted]On Dec 4, 2014, at 10:14 AM, [email protected] wrote:You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted]. Please click on the link below to access the online dispute resolution web site and read this message.

Review: Hi, On 6/12/13, Regency furniture store delivered my furniture. When leaving my driveway and maneuvering the truck to get on the street, they moving truck back into my car. It was very evident that left side of the truck scratched my car, more so the right side. I immediately contacted Regency to inform them of the accident since the drivers left without bringing it to my attention. I sent After speaking with the [redacted], the moving company and [redacted], dispatcher, I explained the situation, sent email with pictures, and they refused to be liable for the damage of my car. So, I tried to reach out to the Owner to help resolve this matter, I also forwarded that email to the Owner **. [redacted] and he never replied. However, I received a voicemail from [redacted] about speaking to **. [redacted] so I know he received it. So I called about 7 times and left messages for [redacted] to call me back. About a week later, she retuned my call. I knew from her tone, she already had the mindset to deny it happened n not be responsible for fixing my car. After speaking with each of them and they refused to help me, I asked each of them to please respond to my emails stating they would not be liable for fixing my car. Unfortunately, I never received a response in writing. I'm really upset to know this is how they treat their customers. Then again, I see why they were rated an F and had so many complaints filed with Revdex.com.Desired Settlement: I want them to be accountable and pay for the damages of my car. It costs $576.51 to have it fixed. I have proof of the final bill and the case number of the police report. Please help me get the money for the damages to my car. I'm also willing to share my pictures with you and a copy of the final bill.

Business

Response:

The driver did not hit **. [redacted]'s car. The damage to the front passenger bumper is not consistent with how the driver backed into the driveway. The driver would have removed half her bumper had he hit it. She was informed we will not be responsible.

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: I don't have a reason to falsify this incident. My car was fine before they backed into it. More so, they feel they can escape their responsibility because I was still in the house inspecting my furniture. Accident happen and they should be liable for the moving company. Can you elevate this incident to the owner? Its unfair and illegal to hit and run. Regency movers know they hit my car but dnt want to pay and drivers probably afraid of losing their jobs. But that's not my problem, my car did not have any scratches when the can was moved for them to delivery furniture. In not desperate for money or need to "hustle" money from them. I work hard for mines and they should pay for me car being fixed. Great thing l have insurance and took a police report to cover this incident since they fail in accepting the fact of it happening.

Review: I ordered a kitchen table from the Brandywine location on March 3rd 2013. At the time of purchase our representative, [redacted], told us that our order could take up to 2-4 weeks. 4 weeks later, we called to find out the status of our purchase. We were told that our order was a "special order" and will arrive on April 25th 2013. We were stunned to find out we had to wait another 4 weeks for our kitchen table to arrive. No one told us that our kitchen table was a "special order." If we knew that at the time of purchase than we would have chosen another item. On our receipt it does not state "special order" anywhere on it. Now we must wait another 7 days for our product to arrive.

This is false advertisement, poor customer service, and the employees are extremely rude. Due to the inconvenience of not having a dining room table within the 2-4 weeks, our children are forced to eat on the floor. I am extremely upset and will never purchase another item from this store again.Desired Settlement: The company should deliver the product to our house free of charge.

Business

Response:

[redacted] has received his merchandise on 5/10.

Thank you

Review: Dispute regarding 2 boxsprings oppose to a mattress and boxspring.

I brought a mattress and boxspring in July for my granddaughter. There was a defect in the mattress after a couple wks they agreed to replace it. I was at work when it was delivered and never thought any more about it until yesterday I flipped the mattress as I do all of my mattresses to discover it was a boxspring. I was so upset. I spent a couple of hours going tooth to nail being shifted to different departments. Bottom line is the last person I spoke to was [redacted] who told me that I should not have waited so long and I said that I don't flip my mattress wkly and she said that I didn't inspect it and I told her that I was not aware that I should have flipped it to inspect it. I was also told that I should have been able to tell that it was a boxspring and I told her that when I changed the sheets it didn't look like a boxspring because my mind was only on changing bed linens. She said that I couldn't tell that it was hard and I told her it was my granddaughter's bed and she wouldn't know. I brought others items as well totaling over $2100. which I'm very please with.Desired Settlement: All I want is to get what I'm paying for or come and get it and remove $748.00 from my balance. I don't have a problem with paying, I have a problem paying for something I don't have which is a mattress.

Business

Response:

Customer purchased a single-sided mattress which was delivered. We requested to review pictures and have confirmed that the customer received a mattress and not a box-spring.

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:Regards,[redacted] I had no knowledge about a single sided mattress. The 1st mattress delived was a 2 sided mattress because I was present when it was delivered but it had a serious sag and had to be replaced. I should have received what I picked out. You say that this 1/2 mattress is on my invoice and it very well can be after you put it there. It was unbeknowst to me that the replacement mattress was a 1/2 of a mattress. I was not at home when it was delivered and you can't tell that it's a 1/2 of mattress just by looking at it so therefore this information needs to be presented to the customer thereby giving the customer a choice. By not disclosing this info to me you totally took my choices from me. I had never heard of a single sided matrtress, and I certainly would never have purchased it. Every 6 to 8 months I flip my mattress because of back pain since my lung cancer. You talk of the lenght of time I had the mattress as if I should have flipped it a long time ago.[redacted]

Business

Response:

Thank you for your understanding.

Review: Purchase made on 30 August 2014. Advertised 0%, 36 month financing. There was no further information regarding the financing in the advertisement as far as limitations/restrictions. When I went to the store, a sales representative helped me find the sofa I wanted. He told me the financing would be 36 months, 0% and the price for each sectional piece was discounted to around $350. I was instructed to have my credit run in order to get approval for the financing. I did so and then went to customer service to finalize the transaction. I asked repeatedly and was told each time by the customer service rep that the terms were 36 months 0% financing. I asked this almost a dozen times as I just bought my first home and needed the lowest payment possible so all my money isn't tied up in case of an emergency. I realized last week when I grabbed my paperwork to look at the pick up terms and saw that they financed my sofa for 12 months and charged me full price. I called Regency twice and they told me that you have to spend over $3000 to get 36 month 0% financing. My sofa is $1000. They refuse to negotiate the terms of the contract. They lied to me to get me to sign the contract. I never would've made the purchase at that time for 12 month financing because I can't afford the payments.Desired Settlement: I want 24 months 0% financing and the price of my sofa corrected to what the sales representative entered into the computer, around $350 or less for each piece of the sectional (two pieces total).

Business

Response:

Our advertisements state on the bottom that in order for purchases to be considered for the promotion, they must meet a minimum purchase. We apologize if the customer felt the promotion was misrepresented. However, the customer doesn't meet the minimum requirments for the promotion.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

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

Regards,

Business

Response:

We are happy to see that the customer has found a resolution and wish them the best of luck.

Review: on 11-28-14 I went to regency to purchase a dinning table set for my house and I was told the one that I was looking for they don't have it at their location and that they will order for me from their warehouse as long as I pay 75% of the total cost of the table set and I will get it between 2 to 3weeks.The total was $1143.53 so I paid the 75% that was $858.00.I went there after 2 weeks on 12-13-14 and was told to check back Wednesday 12-17-14 and it will be there,but I didn't and went back there on 12-20-14 and still my furniture was not there.They ask me again to come back the following week and that's when I told the guy by the name Victor that since they assure me of getting my furniture before Christmas I called salvation army to pick up my old dinning room set and now my family would not have a dinning table for xmas.He said is the warehouse that's causing the problem and to give them another week. I ask him who is going to be responsible for the gas im spending to drive 30min for nothing and he couldn't give me an answer.I went there on the 3rd and 8th of this month and nothing happened.As at today 01-14-15 I have not received my dinning setDesired Settlement: Will like to have my dinning room set delivered and be reimbursed for all my time and gas I spent to go there.Other than that I will need a refund with 40% interest

Business

Response:

Furniture takes 2-6 weeks to come in, unless special order item, which is an additional 2 weeks (total of 8 weeks). If we exceed this period, then the customer is entitled to a refund. Otherwise, absolutely no free delivery (unless the store manager says otherwise).

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 the invoice slip they gave me it says between 2 to 6 weeks there's nothing in their policy that says 8 weeks and today makes it 7weeks that's 1 week past their stipulated wait time. I was never told about the 2 to 6 weeks waiting time until I went there for the forth time. I was told from the day I made that payment that I will get my set before Xmas. And here we are in week 7

Regards,

Business

Response:

Yes it does, on the back of the invoice - it specifies that "unless special order item."

The merchandise is listed to be in by the 24th of January. It's well witin the time frame. If it exceeds this by more than a week, the customer is entitled to a refund.

Review: On June 6, 2014 I purchased a two piece sectional from regency Furniture in Hyattsville, Maryland. At the time of the purchase I was advised that the couch would have manufacture warranty for one year. Plus, I was never offered any extended warranty from my sales person. Two months past and I noticed that the back of the couch was coming apart. I contacted Regency Furniture in the beginning of September about the staples coming out of the back of the couch. I was informed that I had to email picture to show where the damage was. That email went out on September 4, 2014. I received a call one week later from the customer service department. I was told the only option I had was for a tech to come out to my house and take the couch apart and re-staple it back together and there next available day to come was on September 29, 2014. Approximately 4 weeks later I noticed that the same area the staples were popping out again. After calling numerous times was able able to speak to Mrs. S[redacted]. She asked me to submit new pictures of the damage so she could foward the pictutes to the customer service manager. I asked Mrs. S[redacted] to have the customer service manage to contact me because I did not agree that another tech would be sent out to my house to fix the couch once again and I would have to miss a hole day of work. I never received a called from Mr. Ahmad M[redacted]. After waiting almost a month and not receiving a call from the customer service manager, I contacted Regency Furniture for an update on the pictures I sent over on November 25, 2014. The representative that helped me stated that Mr. M[redacted] denied my claim because he said that I was self inflecting the damage on my couch. Once again I have tried to work with Regency Furniture and Mr. M[redacted] it has been another two week and I am still waiting for a call back form Mr. M[redacted]. Please help me resolve this problem.Desired Settlement: At this point I would like the hole couch to be replaced. I don’t think it’s right to have to replace it before one year. I received a defected couch and would like it replaced. It is not normal for the staples to come out of the back of the couch. I will seek a lawsuit against Regency Furniture if this matter doesn't get resolved

Business

Response:

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

Business

Response:

The management’s decision has already been made based on experience. If the management felt that this piece was inherently defective, then we would have taken the steps to address the issue following protocol. The customer can always appeal this decision by writing to our management at

Review: I bought a dining room set from this company. One Chair had a snag in it. I told the delivery drivers about the problem and noted it in the receipt they had me sign. I told them to take the chair and they told me keep it until they delivered a new one. Now the company wants me to send pictures to them and I told them no. The chair was damaged when they delivered it and I want a new chair. They refuse to give me one. If a product is damaged they should replace it. My settlement would be a new chair. I have also contacted the financing company and disputed the amount of the chair.Desired Settlement: A new chair.

Business

Response:

We apologize for any uncessary hastles the request has caused. The request for pictures is part of company policy. We understand that sometimes there may be confusion about when requesting pictures is necessary and when it is not. As such, we have scheduled to exchanged the damaged chair with a new one on 11/12. We hope the customer finds this satisfactory.

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 bought a 8-pc bedroom set furniture ([redacted]) during their July 4th sale on July 7, 2012. We bought additional item ([redacted]) to meet the minimum requirement for free delivery. The salesman ([redacted]) told us that every item comes with 1 year manufacturing warranty and he also suggested us to buy a $75 delivery service so that if an item need warranty service, they will come to pick up and deliver the item for free.

Soon after they delivered our order the next week, we found one nightstand having a defective drawer - the drawer cannot stay straight on its trail when pushed in or out. At that time, we were about to go on a family vacation trip, and also because we thought we had a 1-year warranty we didn't report this issue immediately. For some other reasons, we only got chance to call Regency about this issue and warranty service on July 6, 2013 (about 1 week before the end of 1-year warranty). The customer service representative told us that we don't have any warranty with the items we bought and if we want an item be repaired (out of our pocket), we have to bring it to a service center. That's totally different with what the salesman told us one year before.Desired Settlement: I would like to have the defective nightstand replaced or repaired for free.

Business

Response:

There is a 1 year manufacturer's warranty. It was reported to us that the customer's dresser drawer was broken. She said she didn't know how it broke. This is consumer use/abuse. This is not covered.

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: (1) The drawer was broken before we received it. We didn't report it before since the drawer is still usable. Because it was borken before I received it, surely I don't know how it was broken. (2) The issue with the drawer is that there is some alignment defect: when I pull the drawer in or out, the drawer is very easily out of its alignment trail. When this happens, I can adjust the draw a little bit and put it back in its trail. I call it "broken" as the alignment trail of the drawer cannot serve its function at all time. Any manfucature defect means the product is broken in a way. This particular issue with the drawer is mostly probably a manufactural defect since it is an internal brokage and the external still looks like new. It might be broken during the shipping in rare situation. It is no way that it is broken becasue of our abuse. (3) When I contacted their customer representative, she didn't mention there is a one-year manufacture warrenty.

I am very upset about the response because (a) the business blaims this issue on us without any foundation or any investigation, (b) their customer representative intentionally hides warranty information and (c) their salesman tricked us to purchase the shipping service - we qualified for free delivery, but the salesman told us that if we bought the delivery service, it would aslo cover the pick-up/delivery cost if any warranty service were needed.

Regards,