Regency Furniture

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
The letter I brung to them had the card information on it stating that the account was charged off aka CLOSED.
Regards,
[redacted]

The customer made a purchase that needed to be ordered; the customer did not want to wait, so we allowed for a reselection of the merchandise. The merchandise was ready on 5/13, however by then the customer began disputing credit charges. We cannot release the furniture until credit disputes have...

already been made. We won't refund the money without a cancellation fee because we've ordered the merchandise upon the customer's request.

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.

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]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Regency Furniture regarding complaint ID...

[redacted].
Regards,
[redacted]

Customer's replacement dresser is available for exchange. If the customer has other issues, we will gladly address them. We thank the customer for their continued patience as we look into the matter.

---------- Forwarded message ----------From: [redacted] <[redacted].com>Date: Tue, Nov 22, 2016 at 4:27 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #To: Revdex.com My complaint may be...

withdrawn as the problem has been handled. Thank you for your help in this matter

While we apologize for whether or not there may not have been an inadequate-enough explanation of the promotion, the flyer nonetheless says "free deliver *or* 5-year no interest." The customer received a free delivery. Therefore, we consider this matter closed.

[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.  If possible could you reach out to the business to see when the refund will be issued? They never answered my question of how long it would take to get the refund. If you read up on this company people have been waiting up to 3 months for furniture and refunds. 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]

[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 am rejecting the response because the store manager (Moe) stated that the processing would take 21 business days to process. The request was to be submitted June 10. I believe the manager is doing this because of the interaction we had. In business, you should never take anything personally but I feel as though he is. Each time I call, I am told 21 business days but its been more than 21 business days. I called the corporate office today and was told that the request has not been submitted and that they cant give me an exact date on when it will be processed. She advised that it may be sometime in August if she gets the request. Reading the reviews of this company, I am truly starting to feel that I am not going to get my refund. it is truly disheartening to know that a company who is as large as Regency would play games with customer's money.
Regards,
[redacted]

We sincerely apologize for the check bouncing - as we stated, there was fraudulent activity which affected us directly. This is what led to the check bouncing in the first place. However, the issues with that have been resolved, though, we understand none of this is the customer's fault. Therefore,...

we offered to charge the $930.00 we owe for property damage directly back to the customer's card used during the purchase. The customer can come into the store at any time and we will credit the amount back. We thank the customer for their patience during this time and hope this is a satisfactory solution.

[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 do not tend to monitor that email address correctly. Did they verify the correct address as being [redacted] 
Regards,
[redacted]

We sincerely apologize for the prolonged delay. We recognize that this delay has gone on...

for too long and have contacted the manufacturer - from whom we're awaiting the customer's mechanism to arrive - and will be in touch once we hear back. If the customer would like to follow up and speak with someone, they're encouraged to contact me directly at [redacted]@regencyfurniture.biz

[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 want them to come out and replicate the same issue on the table in another spot if it is water damage as they claim. No where on the warranty does it say do not put water on the table. Other than wiping a kitchen table off, how would you clean it.?
Regards,
[redacted]

The customer bought the rails to our warehouse where the service manager inspected the piece. It had been broken in half. As per manufacturing warranty standards, breakages are not covered under the warranty. As a result, we denied the claim on those grounds.

If the customer wants to take us to court in order to unmask what he thinks is a grand conspiracy, then we are fine by that. Otherwise, the customer also has option getting a refund. We’re offering a solution that is reasonable considering all sales were final and considering that we’re trying to appease a customer who did not buy the furniture he thinks he should have.
Case should be closed as resolved as we are being more than reasonable.

[A default letter is provided here which indicates...

your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: c[redacted].
P.S. They contacted me and stated that they will exchange my Sofas on Wednesday January 7th, but  stated that someone will be in contact with me Tuesday January 6th to set the time. Since I don't trust this company because of what they've done to me.. I will keep you updated on the process. If they don't hold the end of their agreement in exchanging the sofas or if they never contact me, I will update you at [redacted].  I actually had to contact them when you sent me their agreement. Thank you. 
Regards,
[redacted]

Customer has had their chair replaced by [redacted]. When the chair came in, we informed the customer that it was ready to be picked up. The customer did not want to pay the transfer fee of $20 to pick it up. We agreed to allow him to pick up without a transfer fee but then heard nothing back. 6 months...

passed - which was the time frame the customer has between the warranty ([redacted]) authorization and pick up. Customer didn't pick up. Thus, the chair had to go back to stock. If the customer wants to pick up the chair, they're going to have to contact [redacted] in order to have them file another authorization. Once that happens, we'll gladly give the customer their new chair.

There is absolutely no chance Regency will go to the customer and inspect...

the merchandise in the customer's home unless the customer is willing to pay an inspection fee. Otherwise, as we've already stated a dozen or so times, since the customer picked up the merchandise, the customer will have to bring the merchandise back to the warehouse for inspection/repair/replacement.