Regency Furniture

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 Complaint: [redacted]
I am rejecting this response because: I have left several messages, they keep telling me that the person is unavailable, then I emailed the same person and they have not called me back nor responded to my email. This is the problem with this Company. They are not taking responsibility for their actions.
Regards,
[redacted]

Complaint should be directed at [redacted] services, not Regency as the cancelation/pick-up is their responsibility. We apologize that theyr'e not responsive, but they are a different company.

We called the customer and apologized for the prolonged delay. We informed the customer that we ordered a new table base (which will have the suctions for the glass). We will be deliverying on 7/18/2015.

We sincerely apologize for the customer's experience. Obviously, we do not wish to upset to further upset customers who have had issues with their furniture. We have recently contacted the customer and informed her that we're willing to exchange the siderails for free as a courtesy. The customer...

informed us that she wishes to cancel the entire order. At this point, we cannot cancel the entire order since it's been in the customer's home for too long. However, the option for the sideboard is still available should the customer want it.

We are aware of the issues the customer has with the furniture. Our service department will be contacting her by next week.

Wrong store, this is not our customer. Ashley Home Stores are franchised. As such, it is possible that the customer is confusing us with the store located in [redacted], NC [redacted]. If this is true, please contact that store.

I left the items at the store on the counter with the merchant.
I explained to the merchant that I never took the large oversized and heavy pictures out of my truck until I had help. Once the pictures were in the house we noticed that they were damaged and we put them back in the truck. They were returned on the next possible business day. All of this was explained to the merchant/manager.
I did not damage the pictures they were damaged when I purchased them. I have no reason to damage any pictures.
As I stated the merchant put the large items in my awaiting arms while I was talking to a patron who was asking my advice on decorating.
I am very upset that the merchant has decided to lie about the events. I am not in the habit of returning anything.
The merchant is in possession of the property or they through the pictures out. But I can assure you they were left on the counter as I told them and showed them where they were defective.

The invoice purchased on 11/16/205 was cancelled the next day on 11/17/2015. The other invoice, purchased on 11/17/2015 was delivered on 11/23/2015. There are no notes indicating the customer sought a cancellation of this second invoice.

We will certainly attempt to repair this new mechanism that's damaged. We cannot refund the customer because though we've gone out and repaired the furniture, each time we went out we serviced seperate parts.

This is a GBS issue - as GBS was in charge of servicing the customer. If GBS determined the cause of the issue and serviced it accordingly, then we believe that the issue has been resolved. Otherwise, the customer can file a complaint with GBS.

We never brought our furniture back in to you... You guys sent a tech to our house so it's not breastbone pick up it's in our home. However, we are satisfied with how they fixed the furniture and are happy with our purchase. Now we are waiting for our recliner that should have been in on the 20th 10 days ago and they still can't tell us when it's coming in. So that's a bit irritating. 
Regards,
[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are in contact with the customer. As protocol, customers generally have 72-hours to report damage. However, because this might be a manufacturing defect, we're certanly willing to inspect the merchandise to make that determination. The customer can send pictures of the damage to the service...

department at [email protected] if they haven't done so already.

The parts have arrived. The customer is aware.

The customer's check will be ready the week of January 6, 2016. We apologize for the delay, however, due to the holiday season, our accounting department has had many closings. We thank the customer for their continued patience.

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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:
Yes, the merchandise was received.The issue is that one of the items has already started to crack/split, in less than 60 days. They will not allow me to return the product., nor work with on lowering the payments.Regards,
[redacted]

I have not received any emails from this customer to the [redacted] address. I have just called the customer and left a message for the customer to call back. The customer can call back and speak to any agent to receive a Saturday delivery (for any Saturday that is not booked). I have left notes in our internal system so that any agent will be aware that the customer is to receive a Saturday delivery.

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.

We apologize for the peeling. Unfortunately, the customer is out of their one-year manufacturing warranty. Therefore, we are not going to service the furniture.

We apologize for the delayed response.  Our service department has been backed up significantly.  However, we've reviewed the customer's pictures and we'll be replacing the items with new ones.  
Best Regards,
[redacted]