Regency Furniture

We apologize for the delayed response; the Service Department has been behind due to increased volume of repairs. We have contacted the Service Department. They will be contacting the customer soon.

The customer had two types of warranties; the first was the one-year manufacturing warranty which comes with the furniture and is valid for one year. The manufacturing warranty insures that any defects in the furniture are repaired and, if need be, replaced. The customer also has a 5-year warranty...

by [redacted]. The [redacted] warranty covers *accidental* damages such as cuts, stains, etc (precluding breakage).

We have replaced the cores as a courtesy. At this point, the management has decided not to continue to replace them since we've already done so.

We have repaired the item and attempted to deliver. The customer...

rejected it. If the customer would like us to attempt to deliver again, we're willing to do so. Once the drivers are there, the customer can request they do a demonstration in order to confirm that the merchandise has indeed been repaired. If then this does not satisfify the customer, then the customer can return the item back to the truck and we will proceed from there.

The customer made the purchase of the Lifestyle set in 2012. He did not indicate any problems to us until 2012 - well beyond his one-year manufacturing warranty. The furniture has tags which indicates the manufacturer as well as the brand they purchased and the customer did not bring their concerns...

to our attention until 4 years after the fact.

As we have stated to the customer, we have made a attempts to deliver but the merchandise would not fit. The refund can be picked up as we do not send refund checks in the mail.

[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 is not fair to Ms. [redacted]! This is poor customer service. I will be taking this matter further! 
Regards,
[redacted]

[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:I guess I will just have to wait. But I do realize that in your previous response, it was stated that if I was not satisfied with the repair, they would give me a new loveseat. So, we will wait and see how things work out since an inspector will not be out until 07/18/15 and then wait on a repair after that and then wait to see how the repair, if it can be repaired, turns out. Thank you for your explanation as it is very much appreciated.
Regards,
[redacted]

The customer's check has been sent out; if the customer wishes to take us to court, that's fine with us.

[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 is not the reason of the complaint. It's a result of size. But the issue is still there with the company splitting my order to charge me double for one delivery fee. Yes this item would have probably not fit the first attempt. But I would not have been charged an additional charge if they would have completed the job as contracted.
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.  I will call the company to arrange for the replacement of the damaged furniture. Hopefully they will let me pick another manufacturer. The quality of there work is very poor.
Regards,
[redacted]

We apologize for the delay in contacting the customer; the customer will be contacted by the agency responsible for

[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 once I receive the money and applicable taxes for the complete purchase of the Curio cabinet.
Regards,
[redacted]

We cannot refund the customer for the furniture because it has been in her home for too long. We will exchange the damaged rails for new ones and have contacted the customer in order to do so.

[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:They never explained that there was a cancellation fee. Also the furniture was never delivered on May 13, 2015. Two weeks before a family gathering they called me saying it was not going to be delivered on May 13, 2015 but it was going to be delivered on May 29, 2015. 
Regards,
[redacted]

From: [redacted]<[redacted].com>Date: Thu, Aug 6, 2015 at 2:39 PMSubject: Re: CID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted],Just wanted to tell you that my husband picked up the check today. Thanks for your help with this issue!! I truly appreciate it.[redacted]

Customer was scheduled for delivery on 12/6 for 12/11. Items came in and the ones that were damaged will be replaced.

[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 im confused. Are they going to replace the footboard or not? 
Regards,
[redacted]

[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:
By the following statement from the Regency Furniture and quote, "The customer is conjuring up a grand conspiracy in which we, very unwisely, bait customers into purchasing an item and then at the last minute say "whoops! it's actually more expensive!" and we do so on purpose. What would be the logic to that? Let's think about how self-destructive and dunce a company would have to be to purposefully do that to customers. We wouldn't last for more than a few months doing so. We can obviously rule out this fantasy as being utterly absurd."This is exactly how we were treated by the Mighty Regency Furniture. The mighty Regency Furniture has not taken the time to read my compliant! This is exactly what happened and they have put their foot in their mouth. Honestly, their response quoted above does not make sense given the statement made by Mr. Salem S[redacted] on 10/28/2015. Let me quote what was written by Mr. Salem S[redacted] on 10/28/2015 to our initial complaint and quote, "Customer made purchase and we made a mistake with regards to the charges. We sold the customer at an incorrect price. We informed the customer that the *actual* price was a bit higher, and informed him that we completely understand if he wishes to cancel. We cannot sell the customer the merchandise at the price we accidentally gave. We are more than happy to refund the customer, given the error. If the customer absolutely wants the merchandise, he must pay the difference. We apologize for the inconvenience (which was out mistake), are willing to refund the customer if he's unwilling to pay the actual difference."Mr. Salem S[redacted] actually said what the Might Regency Furniture said they will never do!  The only factual statement is on the price for the 7 chairs otherwise we have been largely ignored by the Mighty Regency Furniture.Let me remind you once again that we bought furniture as listed in our original compliant from the Brandywine Store from the clearance area and paid for it in full. We could not pick it up on the same day because the transactions went beyond 6 pm when their loading dock closes.We came the next day and we bought one more same chair for the same price! When we went to pick it up all of our merchandise, we were told that they will not be released and that the price quoted to us was wrong on those particular 7 chairs. What was wrong then with the other black chairs which were already dismantled and wrapped? What about the dining table? In both cases, nobody complained about the price. Why then were they not released to us by the Might Regency Furniture? Why did the Might Regency Furniture confiscate all of our paid for merchandise?  And how could it be possible that three seasoned salespersons quoted the same price and were approved by the manager at the price quoted before payment was made, the first day and the second day.Why did they in their first response offer to give the furniture at a new price? The Mighty Regency Furniture actually has a history of not treating customers right. Click on the link below to see just a few of the many complaints about the Might Regency Furniture.[redacted]All we want is that the Might Regency Furniture release our confiscated merchandise and we would gladly pick it up case closed.Regards,
[redacted]

Regarding the drawer, the customer's parts were ordered and should have arrived at the customer's home. If this is not the case, the customer can let us know and we'll look into the matter. Otherwise, there are no notes in the system regarding the sofa. If the sofa is indeed damaged, the customer...

should call the customer service office at ###-###-#### immediately to report the claim. We will be more than happy to look into the problem.