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An independent service technician was sent to the customer's home last year to inspect and repair the merchandise up to manufacturing specifications. The furniture has a one year manufacturing warranty on it and has been in the customer's home for a little over one year. We will absolutely not be...

accepting a return on the merchandise at this point. However, as a point of clarification, we did sent a technician to make the proper adjustments and repairs to bring the furniture up to manufacturing specifications.

The customer is scheduled to receive the delivery of the sofa on 11/16. We are confident the customer will find the condition satisfactory.

The parts have arrived. The customer is aware.

To clarify, the furniture was delivered up to manufacturing standards. The service technician determined that due to extensive usage, there are problems with the furniture.

The customer has quite a few invoices, so I'm unsure which piece they're referring to; this would be helpful if the customer provided us with the exact invoice that this was written on. That said, we would like to note that all floor model items are sold "as is" from the floor.

The warranty has been cancelled. We will initiate a refund process.

The customer's deposit - including the $5.00 - is available any time the customer is ready at the store. The customer just needs to come in with the card used during the purchase.

This is the receipt of purchase as I have repeatedly stated I was told by the salesman Mr. Darrell E[redacted]  who’s name is on the top of the sales Invoice that I Did not need a paper warranty my receipt was my warranty. I was told quote “The five year warranty cover damages such as electrical,stains,including bodily fluids and pet stains,Springs,Scrapes and holes”again if my warranty did not cover these items listed Mr. E[redacted] or Regency furniture should be liable for falsifying what the warranty actually covered because  of the furniture being electrical I would not have bought this particular love seat and couch set I thought Regency furniture was of better quality than most I would have chosen something more conventional I did not expect that all the springs at pretty much the same time within three years would start to protrude the electrical problem was to be expected and again that’s why I purchased the warranty and Once more the furniture is black and also microfiber water and a little cleaning solution can get out stains and odors I would not have paid an additional $100 after paying nearly $1800 for someone to come clean my furniture for me.

We understand that the customer has had issues with their sofa. The damage was such that we had to order parts for the sofa which had to come in from the manufacturing warehouse. Nonetheless, as we have already informed the customer, the parts have arrived and we are ready to install them so that...

the sofa is back up to manufacturing specifications. We thank the customer for their continued patience as we work to resolve this matter.

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.

Complaint: [redacted]I am...

rejecting this response because:
Hi:  I previously stated, I had contacted the service department and I was told that I could only replace two (2) chairs.  I complained at the time that there were more than two (2) chairs damaged.  The photo I attached (back of chair) is not scratches but actually split wood throughout the debt of the wood.    The other chairs with the broken or poorly manufactured foot railing is the same as previously reported to the service department.  From the six (6) chairs I only have two (2) chairs that have been properly assembled and stable.  Those are the two (2) chairs that were replaced.  I still have four (4) chairs which have either a foot rest which feel off, split wood, chair cushion can be lifted, or the chair is not stable if you sit on it. 
I did not pay for this kind of furniture.  I was expecting the purchase of the dining room set to be whole.  As I mentioned before I tried getting the rest of the chairs swapped out but your service department would not do it.   If I could not get the chairs swapped out then please tell me what will be the difference now?  With regards to the table, the wood also is split deep into the table. 
Regards,[redacted]

Initially, the when we said "refund" we had misspoke. The manufacturer has allowed a re-selection of the merchandise. We're perfectly willing to allow the customer to re-select merchandise of his choosing once this furniture is returned. To return it, the customer can either pay us to retrieve it or bring it to our warehouse. We apologize for any misunderstanding our statement may have originally caused.

[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: Regency furniture need to contact me and resolve this complaint. I have sent a couple of email to them since May still my case was closed. It is quite atrocious for them to claim they could not contact me. They have called me on the phone before to ask me to send emails, they also contacted me via email to set up the delivery for my furniture.  Where is the prove that I was contacted via any of these means before my case was closed?I have forwarded the pictures to the two emails they provided in their response. However,  I am not confident anyone will respond to it as they have not responded to the two previous ones.  Regency is basically saying " we tried to contact you and couldn't so we closed your case go and open another case" when you already know there is an issue, why do I have to go through the same process that didn't work the first time? would it not make scene to automatically reopen the case and resolve it. Without going around in circles.
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.

Irregardless, at this point the customer is out of the one year manufacturing warranty. The five-year protection plan covers accidental damages, such as stains, scratches, etc. We can offer to attempt a repair for a fee of $115.00 if the customer chooses to accept.

The invoice purchased on 11/16/205 was cancelled the next day on 11/17/2015. The other invoice, purchased on 11/17/2015 was delivered on 11/23/2015. There are no notes indicating the customer sought a cancellation of this second invoice.

As we have stated to the customer, we have made a attempts to deliver but the merchandise would not fit. The refund can be picked up as we do not send refund checks in the mail.

The customer made the purchase of the Lifestyle set in 2012. He did not indicate any problems to us until 2012 - well beyond his one-year manufacturing warranty. The furniture has tags which indicates the manufacturer as well as the brand they purchased and the customer did not bring their concerns...

to our attention until 4 years after the fact.

Only two of the chairs were replaced because the other damages were caused by loosened screws which could be tightened by the customer. If there is new damage, however, we'd like to hear about it and the customer can 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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:
My husband and I do not want a credit back on the credit card we used for purchase as it is payed off and then we have to wait to get a refund from that provider. We used cash out of our checking account and want that money refunded. If this is a option why have we not been given the option for a cash refund in the store, there is no difference. 
Regards,
[redacted]