Regency Furniture

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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]

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.

[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]

[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]

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.

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.

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.

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

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 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.

[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]

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.

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

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.

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.

[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]

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.

Again - warranty issues are not necessarily related to company policy. If warranties are rejected by the warranty company (separate entity) then the complaint needs to be directed at that policy. Otherwise, we apologize for the inconvenience and wish you luck in your future purchases.

Customer was delivered to but the item did not fit. Customer has option of reselecting.

I am rejecting this response because Regency Furniture has addressed some of my concerns and issues regarding four rooms of furniture purchased. My purchase was made on January 1, 2015 at the [redacted] Furniture Store in Catonsville,...

Maryland. Upon delivery on 2/4/15, there were issues with each room of furniture (living room, dining room, and 2 bedroom sets). Merchandise was defective at time of delivery and I notified customer service by phone the same day of delivery. Living Room /Love Seat bottom wood frame was broken and repaired. Pillows on back of love seat deflates/ fiber stuffing was sent to me and foam to stuff seat pillows. I am still having issues with the loveseat left armrest is making a cracking noise. Appears that something is broken inside the armrest. The material/fabric appears to be defective due to splitting and a discoloration of light lines on the sofa seat. I have been refunded $200 for an inconvience fee. At this point the living room set is unacceptable and I previously requested for an exchange for a different living room set from a manager at [redacted] Furniture in Catonsville, MD. I would like a new living set or a refund. In August, 2015 made numerous attempts up until Sept. 2. to resolve these issues but no response. The refund was made July 2, 2015. [redacted]