Regency Furniture

[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]

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.

Customer keeps claiming that we've "illegally" held money for 10 years. This is nonesense. If customer feels that way, customer should proceed to take company to court. Otherwise, the store policy applies.

[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:
The merchandise was not delivered undamaged and I was told to keep the stuff that you would send someone out to fix it he spent 2 hours in my house and didn't fix anything. I feel that you all owe me something in return for all the headache I had to deal with plus all the money I tipped your delivery drivers that was a waste cause now I don't have anything to show for all my missed time from work and all my hard earned money I gave away for what?
Regards,
[redacted]

The Service Department has been trying to contact the customer with reference to this since 1/19/2015. We are waiting for the customer to contact us, either through the email she provided or by calling ###-###-#### and pressing the prompt to reach the Service Department. Once that happens, we will...

as the damages and order new pieces.

As we stated to the customer, the warranty does not cover peeling; it does, however, cover cuts, spills, stains, and other damages of that nature. Peeling is not considered accidental damage.

[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:
The Business has lied once again. As of 05/25/2015 I still have not received reimbursement for my damaged floors. I will begin filing a Small Claim with the [redacted] Court with my attempt to resolve this matter. 
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 did email them to set up the delivery, per their request, and no one has replied to the email. It has been more than 48 hours. They should call me to schedule the delivery. 
Regards,
[redacted]

Upon reviewing the service technician's report, it was determined that this is not caused by manufacturing defects. If the customer is adamant about a refund, they're welcome to contact the board of directors at [redacted]. Brandywine, MD to appeal to the general manager.

Nonetheless, the chair the customer references was split in such a way that is consistent with damages not related to inherent defects in the furniture. That is why we only replaced a few of the chairs (which were inherently defective).

The merchandise was delivered on 11/14/2015 sans the curio which was cancelled.

Customer was not present when the drivers were at home. Redelivery fee was thus charged as is standard in such situations. We called the customer when the drivers were home but were unable to reach anyone. We can waive half of the delivery fee as compensation for stress due to the missed delivery.

According to the system notes, parts have been ordered and the customer's furniture has been serviced. If there are additional issues that have not yet been resolved, we will certainly notify the customer for further action. However, if the case has been closed but there are persistent issues, the customer can re-open a ticket by speaking to the store representative.

Our policy is that all furniture must be inspected at the time of pick up before signing the "received in good condition" receipt. This insures the furniture wasn't damaged during transportation. Eventually, we allowed the customer to bring the items back in which we serviced it. It is ready for...

pick up.

We are happy to see that the customer has found a resolution and wish them the best of luck.

This item has been on order; it's not the entire glass that needs to be replaced, but rather, the inserts that hold the glass onto the table. We will contact the customer as soon as the inserts arrive.

[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: You can't take a deposit and not return it if the financing has been denied there is no such thing as a restocking fee if the purchase was denied. I did not take possession of any furniture because I was denied financing through your funding source THEREFORE there is no restocking fee on something I couldn't get financed PERIOD! And thanks for the advice I know a judge will get my message since you choose to ignore it.
Regards,
[redacted]

According to the notes, the company did in fact attempt to deliver the merchandise on 7/7. The driver was at the customer's home but the customer was not there. Therefore, the delivery had to be rescheduled. While the customer opted to pick up the furniture at a later day, we nonetheless charged the...

customer the expenditures of having to send out a delivery team.

Upon reviewing the customer's invoices, we've arrived at the following determination:a) the merchandise cannot be returned as it has been at the customer commercial property for far too long at this point.b) the issue with the tables was eventually corrected - according to the notes. If there are still further issues, we'll be happy to address them.

We're quite sure [redacted] was supposed to contact the customer with details for this offer since the offer was through [redacted] and not Regency.