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We finally got our $200 gift card. Thanks [redacted] PhDc, MSN-ED, RN

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.

Unfortunately, the gift card is the only possible resolution in terms of compensation at this point. Since the customer purchased these items in 2016, it is far too late to cancel at this point.

We've already spoke with the customer, addressed their concern and have cancelled the wedge for which we have scheduled a day to retrieve (8/26). We hope we have satisfactorily resolved the customer's concerns regarding the furniture.

[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 have already spoken with LeeAnne several times. First she said the warranty, that clearly states it covers peeling, doesn't cover peeling. The second time she said the furniture we bought was not covered by the warranty we bought. The third time she said they wouldn't cover the damage because we caused it. I asked to speak to her boss and she said that her boss was the president of the company. I told her I wanted to speak with him and she said she would have him call me. I have yet to hear from him.
Regards,
[redacted]

This is a GBS issue - as GBS was in charge of servicing the customer. If GBS determined the cause of the issue and serviced it accordingly, then we believe that the issue has been resolved. Otherwise, the customer can file a complaint with GBS.

[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 been given the same response "the order has been placed" since October 2015 thru July 2016 a total of 4 - 6 times.  On June 30th, I called Regency Customer Service to inquire and was informed that the part was in "but they do not know where it is" and a representative will call me back after speaking with a manager.   No, one has responded back to the call I made on June 30th as promised.  At this point, I truly don't believe that the part was ordered.  Can they provide an estimated date of delivery and a copy of a document/confirmation that the merchandise was actually ordered?  I would like to keep this complaint open until I actually receive the part or reimbursement of the entire order. 
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 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]

We apologize for the issues and are willing to address the customer's concerns. However, we first need to confirm which invoice the customer is referencing. The invoice number [redacted] does not match the address, name, or phone numbers the customer provides here. Furthermore, the invoice in question...

has a ticket that began on November 1 (purchasing date) and the other invoice that links to it has a invoice date before the 29th of September. Finally, for the address and number the customer provides here, nothing comes up. If possible, can the customer confirm which invoice number/name/address was used on the account so that we can proceed?

The customer has had repairs to his furniture; should the same item be damaged again, we will certainly replace it with a new one.

[redacted] was delivered his merchandise today after having it serviced at our warehouse. We hope that the furniture was received in satisfactory condition and that all the issues pertaining to the damages reported have been solved.

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.

[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:
Yes, the merchandise was received.The issue is that one of the items has already started to crack/split, in less than 60 days. They will not allow me to return the product., nor work with on lowering the payments.Regards,
[redacted]

We sincerely apologize for the customer's issues; however, as we have explained already through the general manager, the issue is not considered a manufacturing defect. The manufacturer gives technicians very specific sets of instructions for how to determine inherent defects. Sinking below a certain threshold is one of them, which the customer's mattress did not meet. Therefore, this was denied for that reason.

We certainly apologize that the condition of the merchandise was in; our standard practice is to deliver new merchandise if the initial ones come defective and are returned.
The customer has since received a full refund.

The address was verified - multiple times and in fact we sent this information to [redacted] (the company charged with sending these cards to customers). Be that as it may, we've contacted [redacted] again last week on the 21st and they've stated that they were unable to get in touch with the customer via telephone. We're having them send out another gift card which should take 10 business days. If the customer doesn't receive anything in another 2 weeks, they're urged to contact us again because at this point we're also quite interested in knowing why they're not receiving anything.

From: Salem S[redacted] <[redacted]@regencyfurniture.biz>Date: Mon, Aug 3, 2015 at 6:17 PMSubject: RE: CID [redacted]To: [redacted] <[redacted]@myRevdex.com.org>Hi [redacted], I just spoke with management and they just cut the check – it’s in my possession as we speak. I’ll have to transfer it to the Largo store which will take no more than one business day. Best Regards, Salem

We have submitted the photos to the factory for review. Once the factory makes a determination, we will contact the customer with regards to the decision. We thank the customer for their patience while this matter is looked into.

[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]