Regency Furniture

Customer can definitely have a refund - but again, as per our contract, there will be a restocking fee for items that didn't fit

We're quite sure the customer noticed the damages on the pictures during the purchasing processBecause these were from the store and not new, the store sold them "as is." We cannot be held accountable for further damages caused once the customer transported them homeFinally, the customer took
days from the time they picked up the merchandise to bring up any damages at all
We will therefore not be accepting returns of the merchandise

Regardless, our position still remainsWe will certainly repair the items as per protocal of any item received and then damaged after delivery (in this case, over our 72-hour period)If we cannot repair the merchandsie to the customer's satisfaction, we will certainly give the customer a new item
Customer is welcome to contact the service department and schedule a day and time for the technician

October 2014Dear ** ***I am writing to you in response to your
reply and to further an attempt to get my problem with Regency Furniture Company resolved.It is true I have had my purchases from Regency Company since the delivery date of May and in accordance to their response to you, they no longer feel any further obligation to meJust to set the record straightI have documented evidence that I have spoken to representatives of Regency Company in person and by telephone; namely MrL**, Elizabeth, Omar, Lavette, Jackie, Cherly, Janae, before December at the same *** location concerning the defects in my merchandiseWe discussed my problem and what was necessary to fix itI was assured and reassured they understood that three sofa cushions, two loveseat cushions and one chair cushion was indeed defected and would be replaced along with one chair pillowTo this day, I have not received the cushions or the pillow therefore, I am still waiting to receive themI have seen and refused to accept what they claim to have ready to install but it s not what is necessary to remedy the problem.I have spent thousands of dollars on this purchase and I am totally dissatisfied in the way I have been treated by themI am asking for your further assistance in this matter before I take necessary legal actions against themI truly intend to be relentless in my pursuit for justicePlease feel free to contact me at ###-###-#### if additional information is requiredI am thanking you in advance, I am

[To assist us in bringing this matter to a
close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The merchandise is of poor quality for the money spentIt was my understandingthat the company stood behind their productIf we had damaged the product that I would understand the response however that isn't the caseWe have however received the same product damaged twice already.I have little faith that the next replacement will be in good shape
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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

We sincerely apologize for the delay in the processing of the check - which was sentShould the customer want to seek an apology, please write to the board of directors at *** *** **Brandywine, MD ***

Customer's order was canceledWe apologize the staff didn't explain that some merchandise would have to be ordered and therefore take 2-weeks to come into our warehouse

We are still very-much planning on picking up the sofa for repairsHowever, the reason for the cancelation was due to the fact that there was a glitch in the system in which the customer service agents weren't notified as to the scheduled eventWe sincerely apologize for this and have been working
with out IT department to get it fixed as quickly as possibleIn the meantime, I have tried contacting *** *** in order to schedule another dayI've been unsuccessful in doing soI've contacted the ###-###-#### number but am getting a busy signalWhenever possible, *** *** can contact me at *** in order to schedule a time for a pick up of the sofa

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me I truly believe that had I not complained to Revdex.com, I would not have received a replacement of my damaged items Eloise was the only person at Regency Furniture that took my concerns seriously The customer service reps and service department were way below standard in regards to follow through and courteous handling of my complaints.
Regards,
*** ***

Customer is misrepresenting the issueThe customer was never delivered to by us but by a separate company which the customer signed a waiver for that specified this as being a separate companyThe waiver included absolving Regency from any damages that may occurThe company signed the waiver and
accepted this third partyOnce the customer reported the furniture as damaged, we agreed to repair - as a courtesy

[To assist us in bringing this
matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
On the invoice slip they gave me it says between to weeks there's nothing in their policy that says weeks and today makes it 7weeks that's week past their stipulated wait timeI was never told about the to weeks waiting time until I went there for the forth timeI was told from the day I made that payment that I will get my set before XmasAnd here we are in week
Regards,
*** ***

We apologize for the misunderstandingCustomer has two warrantiesThe first is the manufacturing warranty in which manufacturing damages are covered within one year of purchaseThe second warranty is good for five years and covers accidental damagesShould the customer not use it in five years,
they are entitled to a refund

Dispute resolvedThe server will be inspected

We apologize for the continued issuesThe customer service department has sent a technician from a third party-service, ***The techstated that the depression in the mattress did not meet the 2'' mark, and therefore, would not be covered under the manufacturer's warranty

This is perfectly understandableWe apologize for the lack of measures taken to protect consumer identityI would like to remind the customer that absolutely no purchases can be made unless they're done in person for this very reasonNonetheless, we understand that concern for security and will
look into the matter and educate this employee to be more prudent with customer identity and to be friendlier

We sincerely apologize for the miscommunicationOf course, we make every attempt to ensure customer satisfaction, but clearly this was not the case for this particular situationAlthough we have sales terms and rules in which all sales are final, we will allow the customer to get a refund

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason
is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
In no way was the merchandise damaged and I resent that this was even suggestedI sent pictures. of those showed the rungs on two chairs that had separated from the legs. The third picture showed a screw which was coming out of the third chair. The remaining chairs are the same as the third picture. In no way does this show damage, but rather it shows the chairs were not properly assembled, hence the screws coming out of the chairs. This is what happened with the first two chairs (pictures) that I sent. Initially the screws came out (found them on the carpet below the chairs) then the rungs came apart from the legs of the chairs. The store manager even looked at the chairs and told me they were not properly assembled. Additionally, I only sent pictures. There are chairs that are having problems. How can customer service issue a blanket statement on all chairs based on pictures that didn't include them all? Customer Service has not made an attempt to contact me and rectify this, or fix the server with the stuck drawers (no pictures were submitted of the server). I still need that fixed too and refund for the warranty (which isn't being honored), along with replacement of all the chairs. Regards,*** ***

The customer was absolutely not denied servicesAs is standard for all pickmerchandise, we asked the customer to bring the piece back to the warehouse for inspection