Regency Furniture

We ordered a new reclining sofa and are awaiting its arrivalOnce it comes in, we will exchange it with the defective sofa

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Complaint: ***
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 months for the warehouse to transfer the chair to the *** 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 *** location. I called in July to pick up and was told can't pick up on Sundays. From March to August is 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,
*** ***

customer made purchase in Manufacturing warranty only available for one year from the date of delivery/pick upCustomer is beyond that date

The item was exchanged with a new one on 9/15/

I purchased a power sofa and loveseat recliner from Regency in Fredericksburg VAon 1/10/It was delivered 1/31/On 2/or 10th one of the motors on the loveseat stopped working and the loveseat has been in the fully reclined position since thenNumerous phone calls have been made to the store manager, salesman and repair company (which btw is not Regency Furniture but someone they sub contract to) When I called customer service she took the info and told me they would call back in a week to set up an appointment to COME LOOK AT IT, DIAGNOSE IT, and then would have to come back with the part to fix it! Really??? I waited a week and finally called them back approx2/or 20thand left several messagesSomeone called me back the next day and said repair would be out to LOOK AT THE FURNITURE March Really??? That they would call 2/28/to tell me when they would come on 3/They called at 8pm 2/27, my husband was quite frustrated at that point and the repair service hung up on himI rec'd a phone call from repair on March 3rd, telling me that the repairman did not come and we would have to set up another apt, she would call be back with a date within the next weekToday is week later and still no phone callI would advise not doing business with Regency, *** ** *** ***They are all owned by the same entityThey are very good at selling you furniture but one it is delivered they have no desire to assist you with any repairsI will NEVER deal with this company again and I would think twice about it before you do!

Dear *** ***,We believe that the issue may stem from a wrong configuration of the merchandiseNonetheless, we will order a new recliner that attaches to the wedge (the place where the pronounced gap is located)Once we have that, we will contact the customer and schedule a time where we
could replace the reclinerWe hope this satisfies the issueIf hot, we’ll work further to see what the problem could be.Best Regards,Salem

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Complaint: ***
I am rejecting this response because: I have the receipts from the *** Store PERIOD and I was told that I would be charged a restocking fee PERIODINVOICE#*** DATED 11/25/
Regards,
*** ***

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Complaint: ***
I am rejecting this response because:
There are three written statements by the family members who were home on the day of delivery and were home the whole day stating that there was no phone calls or delivery truck out frontthe store could not describe the color of house nor the street they were suppose to deliver toMy phone number and home address is not the house were the furniture was suppose to be delivered toMy credit card *** *** was charged for the furniture the day of purchase weeks before we were suppose to receive furniture trusting the store would do the right thingthey are unfortunitely standing by the contract unfortunitely I did not read fully when I purchased the furnitureWhy by Maryland law do I have to still pay for furniture not deliveredThis issue now is four months oldI finally tried to call store and tried to cancel the whole deal, but they said no I signed their contract months ago and they are sticking by itBut they continue to take the word of the delivery driver verse my friends family statementsI still have the orginal statementsI have since then already bought furniture and had it delivered to their house months agoI cannot and will not pay for furniture my friend did not receiveThe store made no immediate effort that day to arrange for redelivery which they had all day to doThe store was called that afternoon but was referred to their corporate headquarters for additional delivery charge and reschedulebut they put me on hold and never answered after I waited for half an hourThis I did when I was called by my friend to come over and tell me the situationthey had my friends home number and cell phone numberand their address not my number or home address on the contractI never received a call from them nor the furniture delivered to meI live in South Carolina and my home and cell phone number are differentThe furniture was purchase as a gift intiallyI also have the drivers name on the delivery ticket, it shows my friends home address and home and cell phone numbers not mine.
Regards,
*** ***

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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 would like to receive my full refund from the mattress immediately I received a call from Regency furniture and it was stated that the mattress would be in the warehouse the week of 1/16/ It will still take an extra week to be delivered At this point, I do not trust their service
Regards,
*** ***

Warranty company will cover puncture by screw

We apologize for the delay in the merchandiseCustomer has cancelled and since been refunded for their purchase

Case closed; customer picked up refund check (minus the 10% cancelation fee)

As per policy, once merchandise has been scheduled for a delivery, cancelation will accrue a fee of 30%Because the customer made the cancelation after their merchandise was scheduled, these fees applied

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

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10251896, and find that this resolution is satisfactory to me.
Regards,
*** *** I visted the *** store on Friday Oct 17, and spoke with the Customer Service Center to schedule deliveryI received my delivery in good condition on Saturday Oct 25, I am still waiting on a call from the Business as to a compensation. Thanks for your assistance *** ***

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.

[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] Complaint: [redacted]I am rejecting this response because:
This response makes no sense.  They are saying that this type of issue is very common and is the result of usage.  If I don't use the chairs, what are they for? I will also add that there are 2 adults in my household and the chairs were barely used.  They are essentially saying that they don't stand by their product and realize it is inferior since it is common for this type of problem to occur.  I have other chairs that I purchased from another furniture store that I have had for over 10 years and they have never had this type of a problem. Regency Furniture needs to realize that customers will not purchase from a company that doesn't stand by their product.  Additionally, I sent 3 pics, but have problems with 5 chairs.  How are they determining that all the chairs have the same problem?  No one has come to look at the chairs.  The legs are loose and wobbly because the screws are falling out, due to them being put together incorrectly.  Is it too much to ask to replace these defective chairs? 
They also indicated that they would fix the drawers on the server.  No one from the company has contacted me since I originally told them about this issue on November 4, 2014.  How long should I wait?
I asked that the amount I paid for the warranty ($170) be returned.  It has not been used.  There has not been a response to this.
I have also filed a complaint with the credit card company where I financed this furniture.  They have suspended further payments required on this furniture account until Regency Furniture makes good on this purchase.    
I am still expecting that Regency Furniture will realize that these chairs are defective and will refund my purchase for them, or replace these chairs, fix my server drawers that are sticking and refund the amount I paid for the warranty.  Waiting for Regency Furniture to 'do the right thing' and satisfy this unhappy customer.  Regards,[redacted]

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 Complaint: [redacted]
I am rejecting this response because:
I did contact Regency and I did email a photo of the damage and had been waiting for someone to come and inspect the loveseat, having been given an inspection date of 04/18/15, which is a month later, I was unable to make the appointment on that Saturday. I was told that they would contact me with a new date to inspect the loveseat, but have not received that inspection date from them as of yet. I am told that they can come and inspect the damage and repair the loveseat as the spring is a repairable item. I am not interested in having the loveseat repaired and would like one without any defects as I thought I was getting. Having a repair lowers the value of the loveseat and also opens the door for more springs to come out and be in need of repair, which could end up happening later down the road when the loveseat is out of their warranty. I am requesting a new loveseat without defects as that is what I thought I was purchasing.On 03/17/15 I received my
delivery of a living room set that I purchased from Ashley Furniture consisting
of a sofa and loveseat. The loveseat was placed against the back sliding doors
by the delivery team. Everything looked nice, however, I soon discovered that
there was a large spring sticking out of the back of the loveseat that I didn't
have an opportunity to look at because they placed it in front of the sliding
doors. With the move to Maryland and the changes I have been going through
getting adjusted to being stationed here, I didn't get around to reporting it
to Ashley until the following week. I was told that I had 72 hours to return
the loveseat and since that time has passed, I would have to keep the loveseat
with the defect and wait for someone to contact me about coming out to repair
it. I paid for a new loveseat without any defects. This seems like a quality
control issue that is happening at the production plant or in transit that
Ashley Furniture should have a handle on and not cause their customers to accept
their defects because 72 hours, that they didn't know they had, has passed. I
find this to be a great disservice to their customers and would like them to
pick up their loveseat and give me one without defects. I have been through so
much this past year and was hoping to just furnish my place without having to
accept someone's lack of quality control for this damage, which lowers the value of
the loveseat.
Regards,
[redacted]

This is understandable; we're currently opening a new warehouse near Baltimore in order to be able to exclusively work with our Ashley-brand customers. As a result, we hope that our services will increase in frequency and efficiency. I understand this doens't help the customer now, but the customer can rest assured that this merchandise will be repaired to manufacturing specifications as soon as possible.

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