Regency Furniture

Complaint: [redacted]I am...

rejecting this response because:
Hi:  I previously stated, I had contacted the service department and I was told that I could only replace two (2) chairs.  I complained at the time that there were more than two (2) chairs damaged.  The photo I attached (back of chair) is not scratches but actually split wood throughout the debt of the wood.    The other chairs with the broken or poorly manufactured foot railing is the same as previously reported to the service department.  From the six (6) chairs I only have two (2) chairs that have been properly assembled and stable.  Those are the two (2) chairs that were replaced.  I still have four (4) chairs which have either a foot rest which feel off, split wood, chair cushion can be lifted, or the chair is not stable if you sit on it. 
I did not pay for this kind of furniture.  I was expecting the purchase of the dining room set to be whole.  As I mentioned before I tried getting the rest of the chairs swapped out but your service department would not do it.   If I could not get the chairs swapped out then please tell me what will be the difference now?  With regards to the table, the wood also is split deep into the table. 
Regards,[redacted]

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.

Customer has been attempting to dispute payments despite not having spoken to us about what the damages are so that we can attempt to address the issues. We eventually called the customer on December 9, 2015 regarding the damages after the customer made his initial payment dispute. Since then, there...

are no notes in the system that indicate a received call regarding damaged merchandise. If there is indeed damaged merchandise, then we're more than happy to inspect the damages in order to determine whether or not damages are manufacturing defects. Should the customer wish to follow up with the damage report, he may contact us at ###-###-#### or send an email with his invoice ([redacted]) at [email protected] (should include pictures of damages). Otherwise, his latest dispute is "merchandise not received" which is false. We look forward to hearing from the customer so that we can address the issue with the furniture.

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.

As per our discussion with the customer, we stated that we will refund the customer his money back for the sofa and chaise. They have been cancelled. We left a message for the customer so that we can pick up the merchandise. Afterwards, we will refund the customer for the items we're picking...

up.

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 Complaint: [redacted]
I am rejecting this response because:
I had mention several times before that after the six week period which started 31 July 2014 and ending Sept 12, 201, and no real attempt by company to redeliver or contact customer, me. The Company did not even attempted to call the party who was suppose to receive furniture. both their phone number and delivery address were listed on contract. This furniture was bought as a gift. My real phone number and real address were never on the contract. So when the company states they tried to call me or knock on my door to deliver furniture is not true. Even on the next day the company states they tried to call me is also not true. Their written contract states if after non-delivery of merchandise, the contract can be cancelled and voided out, and if monies have been charged to my credit card be refunded. This I tried to tell them. I don't not need nor want their furniture nor do I ever want to do business with them ever again. How can they keep on trying to say pay for half of redelivery fee for furniture that was not delivered when scheduled. it has been over five months now and their furniture is not wanted or needed now. Again they need to just cancel this order and refund or credit my [redacted] account. Why should I be charged for furniture not received nor wanted now. And I sure don't want it down here in South Carolina were I live. BOUGHT AS A GIFT, NOT MY PHONE NUMBER NOR HOME ADDRESS. I SHOULD NOT HAVE TO PAY FOR SOMETHING NOT NEEDED AFTER 5 MONTHS. Again I'm requesting assistance from you the Revdex.com, to help clear this matter up. The driver was not telling the truth when he reported back to Ashley furniture that he sat outside for half an hour in front of the house and knock on door or tried calling me. Remember that is not my number nor home. My credit card company continues to side with Ashley furniture and keeps charging for the furniture not received nor needed or wanted now. Why can't they just resale that stuff to another customer and tell [redacted] to credit back my money.
Regards,
[redacted]

We sincerely apologize for the delayed merchandise. We understand that the customer has purchased this merchandise in February and has been patiently waiting since for the rest of his sectional to arrive. The merchandise is slated to arrive within the next week or so and once it does, we will...

promptly deliver it. For now, because we have already delivered some of the merchandise, we have to be given an extended period for the furniture to arrive from the manufacturer as per section 2c of the sales terms and rules on the back of the customer's invoice which states:"If Regency fails to deliver merchandise within two weeks of the Estimated Delivery Date shown on the front of this purchase agreement, you may (1) cancel the contract and receive a full refund or credit equal to your deposit, (2) modify the contract by selecting other merchandise, or (3) negotiate with Regency for another delivery date. However, Regency is not required to allow you to exercise your rights to a refund or new selection of merchandise if Regency cannot cancel the order with the manufacturer or supplier."The third section of 2c is most relevant here since the customer opted to negotiate a partial delivery in May.

Customer has had this merchandise for over a year, and as such, we will not accepting returns. We've ordered parts for the customer which are covered under their warranty. The parts have arrived and are ready to be installed.

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 Complaint: [redacted]
I am rejecting this response because:The furniture Regency sold me is defective and covered under my one year warranty. I demand a refund for the defective furniture. I paid Regency $20.00 in order to pick my furniture up. The defects have developed after the furniture was lightly used. I've done nothing to damage this furniture.Regency needs to pick up their defective furniture and refund the full amount to my [redacted] Card.
Regards,
[redacted]

The customer received a full refund as of 1/29. We hope the customer found this to be a satisfactory resolution.

We are currently awaiting one item to come in so that we can deliver it and complete the order. Once the order is complete, we will refund the customer, half of the delivery fee they have paid for their troubles. We hope this is a satisfactory resolution.

Untrue. This would directly contradict the written terms and agreements on the back of the invoice. Customer was informed that cancelation is indeed possible, but only within 48 hours of purchase. Further, the sales terms and rules specifically state that any cancelation that takes place after...

delivery has already been made is subject to a restocking fee.

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 Complaint: [redacted]
I am rejecting this response because:
I had no contract all I have is an invoice. It has been 2 weeks and I still don't have a refund. 
Regards,
[redacted]

[redacted] <[redacted]>Jan 28 (8 days ago)to me Good Afternoon [redacted]:I received the response to the resolution from you regarding Regency furniture.  I accepted their response to give me my full refund for the mattress that I purchased but was not delivered in the promised time period however, when I went to get my refund, the store manager attempted to charge me a delivery fee which I did not pay originally.  That was not in the agreement to my dispute and I will not pay for a delivery charge.What are my next steps?[redacted] Click here to Reply or Forward

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 Complaint: [redacted]
I am rejecting this response because: The option they gave was a store credit and since I already bought the furniture I don't need store credit I need the money to refund  directly to my back account and they said there is a cancellation fee so I would like to know how much that also. 
Regards,
[redacted]

We have a process when merchandise is not rejected outright during the delivery process. Our process is that we repair merchandise back to manufacturing specifications. If this does not work and the customer is not satisfied, then we wil replace the merchandise with new items. The customer will be...

contacted by a representative from the Service Department who will schedule a time for a service technician to inspect/repair the merchandise.

The customer has had repairs to his furniture; should the same item be damaged again, we will certainly replace it with a new one.

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 Complaint: [redacted]
I am rejecting this response because: The cost of $115.00 is unacceptable.  The furniture cushions were sewn improperly.  Factory Defect.  Name brand furniture??  You are leaving me no other choice but to take the company to court.  I will also dispute the remaining balance that I owe on the furniture and will go to social media and local news stations.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because: I have given Regency multiple chances to do the right thing from a customer service standpoint. This has now escalated to a legal matter. I am done trying to resolve the issue. Expect future correspondence from an attorney. I have also been in contact with investigative reporters from the local news stations. I hope Regency likes negative publicity because they are about to get a lot of it.
Regards,
[redacted]

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 [redacted]. Brandywine, MD 20613.
We apologize for the inconvenience. The customer can contact Fox DC or any other local station if it will reassure them. We’re quite rigorous on maintaining legal operations and regularly consult with lawyers to insure that we’re operating in a way that’s in accordance with state and Federal laws.