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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.

We will re-consider the customer's request. However, as we have already informed the customer on multiple occasions, the decision by the Service Department was made using objective, manufacturing standards used to determine whether or not the damage is a manufacturing defect or not. The customer can...

email us to discuss this further at [email protected]

The customer's check will be ready the week of January 6, 2016. We apologize for the delay, however, due to the holiday season, our accounting department has had many closings. We thank the customer for their continued patience.

[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]

The 5-year warranty that the customer purchased is an accidental damage plan only meant to cover damages such as stains, cuts, etc. caused by the customer and not damages due to manufacturing defects. The warranty is still valid - but the extent of that warranty will only cover damages caused by...

customer as described in the packet he received.

We've requested the customer be sent the compensation for his hardwood floor a little shy of one month now. Unfortunately, the process took longer than expected, however, the customer's check was sent out earlier this week and should arrive within the next few days.

Customer is scheduled for a delivery of the loveseat on Saturday, March 10. We appreciate the customer's continued patience.

[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]

[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]

[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:
Regards,
[redacted]
I REJECT THIS RESPONSE: I visited the Regency Furniture Store to purchase a Sofa and NOT TO GIVEAWAY $230.99 to a MULTI MILLION DOLLAR BUSINESS for delivery charges without a purchase.  I did not refuse to sign a waiver or anything else.  I made numerous attempts to ask and called the Regency Furniture Store to get the delivery crew to ATTEMPT to get the Sofa’s in my home.  There are no signs in your Regency Furniture Store nor do the Sales people inform the customers of Regency Furniture Store business practices of keeping hundreds of dollars for nothing.  I still do not have a Sofa for me and my guests to sit on and still will have to purchase one.  If Regency Furniture Store were honest with the customers and inform them of these business practices, I would not have made a selection of a Sofa until I knew that there would not have been a problem in getting a Sofa in my home.  I wrote a check in the amount of $786.99 for the first Sofa selection.  I was credit $636.00 and ask for a total of $58.78 for the second Sofa delivery.  In total I spent $786.99 plus $58.78 amounting to $845.77.  Why a customer does have to forfeit $230.99 to multi-million dollar business without a purchase?  I cannot afford to lose $230.00.  The back of the receipt for “Refunds” states if a refund is permitted, cash and check payments will be refunded by Company check within 21 days.  I would like my refund sent through the mail as the policy states.  I was not notify before the sale was made of Regency Furniture Store business policy and if known I would lose $230.99 for no purchase and to give it away to a multi-million business, I would have walked out of the store.  Came back when I had done my own measurements and made sure that the Sofa’s I selected would have fitted in my home.  I Reject this response and hope I will be reward with a full refund in the mail of $845.77.

The customer can cancel her merchandise without any fees. We apologize for the delay.

[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]

[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: I have given Regency multiple chances to do the right thing from a customer service standpoint. This has now escalated to a legal matter. I am done trying to resolve the issue. Expect future correspondence from an attorney. I have also been in contact with investigative reporters from the local news stations. I hope Regency likes negative publicity because they are about to get a lot of it.
Regards,
[redacted]

Although our policy is such that we make repairs first before exchanging the merchandise, we understand that the customer is quite upset about this. We will exchange the damaged item for a new one. The customer can call the customer service center at ###-###-#### and we'll schedule a delivery date...

to exchange the merchandise.

The customer's product was not deemed to be inherently defective initially and at this point, two years after the purchase, the customer's 1 year manufacturing warranty has expired. However, the customer still has their GBS warranty which has credited the customer for the cost of ordering casings...

for the merchandise.

We are aware of the issues the customer has with the furniture. Our service department will be contacting her by next week.

Unfortunately, we cannot yet address the customer's issues because we could not find the customer's information in our system. We are more than happy to help if the customer could provide an invoice number or telephone number/name associated with the account.

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]

We called the customer and apologized for the prolonged delay. We informed the customer that we ordered a new table base (which will have the suctions for the glass). We will be deliverying on 7/18/2015.

We will look to see about replacing the center support which is damaged. We expect to have a replacement after the holidays by next week. The customer will be contacted once the replacement item arrives.