Regency Furniture

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,

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: I purchased a mattress from Regency furniture in August 2014. My wife and I sampled the mattress in the Largo Store and picked it up from the Warehouse in Brandywine, MD. We got the mattress home and after a week we could no longer sleep on the mattress. The quality was so bad we both sinked into the middle. We notified Regency and they sent out an inspector. He recorded a inch and a half sink in the middle of the mattress. I weigh 155 pounds and my wife 145. When we are on the mattress it sinks so bad we had to contact the store's customer service department. Our complaint was handled so poorly by untrained service representatives that wouldn't allow me to speak to a manager and augued with me over the phone. After the inspection they said they would do nothing to satisfy my claim. Now I have a mattress which I can not use and wasted money from the purchase. please help me to resolve.Desired Settlement: I want this mattress replaced with something reasonable that I can use. I think that's only a small ask and one that they should be able to accommodate.

Business

Response:

We apologize for the continued issues. The customer service department has sent a technician from a third party-service, [redacted]. The tech. stated that the depression in the mattress did not meet the 2'' mark, and therefore, would not be covered under the manufacturer's warranty.

Review: My husband and I was encouraged by the salesperson, [redacted] to purchase 5 years warranty even after we repeatedly told her we are moving.

Problem Date- June 19, 2014

Purchase Date- February 20, 2013

Invoice# [redacted]

Salesperson- [redacted]

Payment amount- $1,588.97

My husband and I was told that we need to get 5 years warranty to cover the damages or anything as result of the move. [redacted] assured that we are covered for 5 years no matter where we move or if we move at all. We told her that we were moving to [redacted] within few months after the purchase. She even wrote it down on a scrap of paper to list out for my husband who is deaf so he can understand.

When I called [redacted] yesterday to get the furniture repaired because it got damaged during the move to [redacted]. That is when we was told that the warranty are to be voided if we move from [redacted]. They even hung up on me when I told them that what they did are scam. No customers should be scammed or be lied to.Desired Settlement: The cost of furniture and the cost of warranty which come to $1,588.97 along with a written apology.

Business

Response:

We sincerely apologize for the misunderstanding. We have no way of verifying what the sales rep. told the customer - but other than that, the customer has had the opportunitity to refund the warranty during the first few months of receiving it. The claim made should be directed at GBS. Discoloration is not an issue that could have been affected by the move - and thus, the claim must be disputed with them.

Review: I purchased a furniture chest on 1/23/14 for the amount of $422.80 and I was told by the sales manager/sales representative **. [redacted] that it would take 4-6 weeks for delivery (though the sales person said it was likely to come sooner). After this period of time passed, I called the store at least 10 times to speak to him and he never returned my call. All the answering representatives had told me he will call abck and this never happened. While I was at the store **. [redacted] offered to provide me with transportation instead of opting for the store transportation service since the store was expensive and that his own people of trust would do it at $40 less. I had called the corporate customer service office in February and in March and was told delivery date would be 4/10/14. I was told I could go in person to the store and pay transportation from the store to my residence which I did in March and paid $119.99. When I went in person to pay for the transportation fee , I asked the sales representative again to confirm delivery date. She told me it would be 4/10 or sooner. The date of delivery came and I have not received any calls for a current status or why my item had not been delivery. I have been calling multiple time again for an explanation and no one is taking accountability to provide me with any information about delivery or what happened. It is now going on the 12th week, double the expected time that I was told my furniture chest would I arrive. This is a very deceitful customer practice and I am very dissatisfied on how I have been treated as a customer.Desired Settlement: I am appealing that if my item is not shipped by 4/18/14 that I get a full refund and have the total amount of my item purchased and the amount that I paid for delivery ( total $542.79).

Business

Response:

We would like to apologize for the considerable delay in getting this chest in. Because it's been ordered through [redacted] and not [redacted] (our usual product), this merchandise only comes in containers. Typically, furniture takes 2-8 weeks for delivery plus two weeks for special-order merchandise. Be that as it may, this furniture has clearly taken much longer than anticipated to come in. As such, we will offer this customer her full money back if she wishes to receive a refund. If the customer does not want to cancel the merchandise, we will offer her compensation for the prolonged wait period. In any case, please let us know.Again, we sincerely apologize for the excessive time it's taken for this merchandise to come in and are willing to refund the customer or give her compensation at her behest.

Review: Delivered wrong order and poor customer service!

In November 2013 we ordered furniture from [redacted] Furniture Homestore in [redacted], Maryland. We had a wonderful costumer service experience in the store but what followed was a nightmare. they delivered on Christmas Eve night and we had to completely alter our holiday plans. On top of that they sent the wrong furniture!!!!We ordered the [redacted] extension dining table in black and they sent us white legs for the table. We also ordered a trundle for my daughters bed and they sent us the under bed storage drawers not the trundle. A few days later we received the correct table legs in the mail and had to put them on ourselves. We still have the white legs.

When we called to ask about the trundle and when we should expect the correct order we were told they didn't know and we would get when we got it and they couldn't do anything else. 3 months later we just received a call the the trundle will finally be delivered. We called customer service again to complain about our experience and were told again that there was nothing they could do about it. After all this we were called to set up a delivery time for the trundle and we told them a time available, then they called us the day before and scheduled it for a time we would did not confirm. And were told we would have to pay to switch the delivery date! All this on a delivery that they messed up in the first place!

I find this to be extremely poor customer service. We plan on buying a house soon, and even though I found furniture I like, I sincerely doubt I will go the [redacted] Furniture again.

Order was under my Husbands name, [redacted]Desired Settlement: I strongly feel that we should be refunded the amount of the trundle and even part of the table we ordered. This was poor service in all aspects especially customer service. While the in store sale person and delivery men were good, something happened in the delivery process and when we tried to rectify it over the phone, and through email and [redacted] were received poor treatment.

Business

Response:

February 24, 2014

Dear [redacted],

Customer has received a redelivery on 2/12/2014 containing the correct merchandise.

We hope that this resolves the customer's issues with receiving the wrong furniture.

Thank you for your time and consideration.

Best Regards,

Consumer

Response:

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

Review: [redacted]

I am rejecting this response because:

I received the correct merchandise over almost two months after the initial delivery. The initial delivery also included more than one wrong piece of furniture. Customer service has been atrocious during this entire process including this response. Still no attempt to correct their wrongdoing or any acceptance on their part of wrongdoing. I'm appalled at the service of this company. I expected to be compensated for this extremely poor service, and expected to be treated with respect in regards to their wrongdoing.

Business

Response:

March 4, 2014

Dear [redacted],

If the customer wants compensation of any kind, she’d have to speak with the store manager. While we can appreciate that the customer is upset regarding the mix-up during the delivery period, we did our part to correct the issues by replacing the wrongly delivered merchandise with the correct items.

Thank you for your time and attention to this matter.

Best Regards,

Review: I purchase a Laura Ashley mattress from Regency Furniture Store on 6/23/13 but did not receive the mattress until 7/24/13. Once I received the mattress I looked it over did not discover anything wrong with it at that time, but when I put the sheets on the bed I notice the mattress had lumps in it on 7/29/13 I called the company (Regency Furniture) back to explain about the lumps in the mattress and was told that since it was over 72 since I received the mattress that they have to send a technian out the technian came out on 8/26/13, when the tech came out he said that the mattress was defective and then he gets back to the company and say that it's not defective. I have contacted Regency Furniture on 7/29/13, 8/16, 8/26, and 8/28/13 I spoke with the services manager on 8/26/13 also spoke with the main office ([redacted]) she said she would have the manager of the customer services department give me a call and he has yet to call me back, I even sent pictures to show that the mattress was defective, even contacted the Comfort Solution Manufacturers which they informed me to call the store where I purchased the queen mattress and they should honor my warranty which they are not and will not even call me back and I paid to much money for the mattress ($620.79). Item# [redacted] Series# [redacted]). Please email me if I need to send pictures [redacted]. Thank you,Desired Settlement: To resolve this matter, I want a full refund for the mattress. I was trying to resolve the matter at first by Regency Furniture just replacing the mattress, but now that I had to go through the Revdex.com I want to be refunded in full.

Business

Response:

The technician inspected the mattress on 8/7. He found a 3/4 inch impression. The manufacturer's description of a defect would be 2 inches. Therefore, this mattress is not defective. We will not exchange or refund.

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: The mattress was like that when I purchased it or should I say when it was deliver but I thought that the lumps that was in it was normal but a few days later when I made the bed up and I put the comforter on the bed I still notice the lumps in the mattress. When I contact the manufactor I was told to call the store back and if there is a problem they are suppose to honor my warranty but they haven't, I refuse to except this since I still have to pay for this mattress and I haven't had the mattress that long for it to have lumps in it already so, someone need to assist me with this problem and that's why I'm contacting the Revdex.com to see what steps I can take to resolve this problem.

Review: I order a plush mattress from regency and what I received was a firm mattress. I contacted the store and even went up there immediately to have the issue corrected. and they stated it was the mattress I picked out. I did not pick out a firm mattress because I have hip replacement and I require cushion not a hard bed. since have this mattress I had to go to the ER because of pain. they stated that I have to keep the mattress due to laws in place but I told them if I do not make my payments then they would come and get it and resale it correct? they told me they would get back to me and nothing has happen. They also damage my building door which cost me 500.00 on top of my rent this month. I have left several messages and they all seem dumb founded. its a shame all I wanted was a new been and I have to be stuck with a bed that I have no use for.Desired Settlement: I would like for them to credit my account the 500.00 it cost me to replace my building door along with switching my mattress out. OR they can make my first 3 payments on my account with RAC

Business

Response:

We apologize the customer has to go through with this. We were contacted by the customer and confirmed with the store, the sales rep. and looked into the original paperwork - the customer recieved exactly what she purchased.

With regards to the customer's home - we called the customer and spoke to them about this asking for proof. We asked for a reference to their property manager. We spoke to the property manager who informed us that they would need the customer's approval before they can send us information. Customer refused to give up this information. Property manager told us to drop the issue if the customer is not cooperating. We therefore ceased to investigate this matter any further.

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 showed [redacted] the bed I wanted I trusted her to provided me with that I ask, I would never do business with regency again and I will make sure family and friends know exactly what they did. They have yet to replace my door mat that I received from my deceased Mother. Very disgusted with regency and their managers. The worst piece of [redacted] I ever I had to deal with business will be taken else where.

Regards,

Business

Response:

Customer can ask their building's manager - we did indeed try to get information regarding this matter but were unable to do so. If the customer is still interested, they can call back and speak to our Customer Service manager. We will work with the customer to find out an appropriate way to address their concerns about the claimed damages to their home.

Review: October of 2013 me and my fiancé financed a bedroom set and living room set from regency and [redacted] acceptance. On or about 12/8/13 the bed broke where the rail of the bed is supported at, I took pictures and immediately called regency furniture, so they told me to send them pictures, they never responded I had to call back just to be told that, from the pictures where it's broke at, that particular area is not under warranty and that I had to purchase a new bed even though I haven't had tht bed for 60 days. So I withheld payment for three months, so I went there several times to try and resolve it, so I was told that they would replace the bedroom set if I brought my payments current so I did and they are now telling me yet again that it's not coveredDesired Settlement: I just want a new bedroom set for the same price of the defected one, or my money back

Business

Response:

Customer purchased this furniture through [redacted] - if [redacted] promised the customer to service/replace the merchandise if he were to continue with the payments but failed to do so, then [redacted] needs to fix/clarify the situation with the customer. As it stands, however, this is not the store's responsibility unless [redacted] directly tells us to order parts for the customer. Please contact [redacted] regarding this issue.

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,

On or about December 8th I spoke to [redacted] which is located on site told me that Regencency was responsible because I didn't have it but all of 90 days so I called the corporate office and spoke with a regency representative whom told me to email them pictures to the company email address so that they may see the damages, then I received a call from the same representative and she told me that they would not replace that, that I had to pay for another and yes I am holding payment yet once again because I was lied to by [redacted] and Regency Furniture

Review: I purchased a dinning room set , when it was delivered two chairs and a table leg had to be repaired. the cabinet has two gashes on two of the doors. I have been trying to get the repairs done since May 24, 2013 and the chairs were not repaired until June 17, 2013. The repair technician took pictures of the damages to the china cabinet. I have been call Regency Furniture regularly since May 24, 2013 without a response. I have also mailed a letter to Regency Furniture dated June 24, 2013 and I have not received a reply to my letter.Desired Settlement: Due to the length of time that Regency Furniture has taken to make the repairs to the Furniture and I have already Paid more than half of the total costs of the Furniture without receiving the service required for the furniture which I had purchased I desire to have and adjustment in the balance owed. In short reduce the balance owed at this time.

Business

Response:

We have been working with [redacted] and are able to get him a new China. He is aware it will take approximately 3 weeks to get it from the factory.

Thank you

Review: I purchased a complete bedroom set in March of 2013, with a pedastool bed with two drawers in the base. One of the drawers after putting items in left drawer creeps out, causing a trip hazzard in the middle of the night. I' ve tried numerouse times to contact Regency and never get a returne call! I've contacted the manufacture Ashley and they've told me I must go thru the seller to repair.Desired Settlement: The drawer needs two new rails to keep drawer from creeping out in middle of the night, the right drawer does not creep. Also one of the dresser has a crooked top drawer, where the rails were not put on level or plumb! I paid $3,200.00 for set new, I want it to work!!

Business

Response:

We have made numerous attempts to reach **. [redacted]. He would be unavailable when we called. When he would call back, the rep in the service department would be unavailable. We will continue to reach out to **. [redacted].

Thank you