Regency Furniture

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.

[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]

We apologize for the inaccurate time frame given for the furniture's arrival. That said, the furniture did come in within the 2-6 week period it normally takes for furniture to be delivered to our warehouse from the manufacturer (where we then deliver to the customer's house). The customer was...

delivered on 2/26.

[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:
Thanks for your response.  If there weren't warranty issues, there wouldn't be numerous complaints about warranty validity on the Revdex.com along with several other complaint lists I've found online.  I have gladly taken my business elsewhere where they actually value customer service.   If I read everything on the Revdex.com about GBS and Regency prior to purchasing my furniture in 2010, I would have saved myself time and money from the very beginning.The voice of dissatisfied customers is a powerful thing. 
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

[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]

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: 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]

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. 
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.  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]

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

[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]

[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]

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.

[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 true the dresser was never repair, I am stilling for the service to take place as 05/26/2015.
Regards,
[redacted]

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.

I'm a bit confused by the request here. The customer *was* reimbursed for the [redacted] truck. Further, the customer has already picked up the merchandise and it is currently in his possession, so I'm not sure what good a free delivery would do at this point. And a refund of the merchandise is out of...

the question since the customer currently has it in his possession.

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.