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We have the item that is ready for an exchangeOnce the customer is ready, they can call us and we will be happy to set up a date to delivery the new item

[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 ***, and find that this resolution is the best they are going to doI will NEVER shop here again, nor will I ever recommend this furniture company to anyoneIt's been over months and still haven't got my refundIf I don't have it by Jan 6, I will file another complaint
Regards,
*** ***

Customer's warranty covers accidental damages for five years after purchaseThis includes accidental scratches, stains and other spontaneous damages (excluding breakage) that occur within the five year period and are reported soon after occurringThis is separate from the manufacturing warranty,
which covers manufacturing defects that occur within a year of the purchaseThe customer's claim so far as we can tell is not an accidental damage plan but also, unfortunately, is not covered under the manufacturer's warranty since the purchase was made in

A message was left for this customer by a member of the service department to call us back to re-selection purposesWe look forward to speaking with the customer and finding a satisfactory resolution with them

We apologize for the issues the customer has had with the furnitureWe issued a new loveseat to be delivered to the customer's homeThe customer has refused and is now requesting a return of all of the itemsThe problem is, the rest of items have been in the customer's home since October
Therefore, we cannot simply accept all of the furniture backWe will happily deliver the new loveseat at a time that is convenient to the customer and issue a gift card of $as compensation

Our position is still the same

"They still have our merchandise and our money because they think they can get away with it because they are a huge company.I will never accept a refund, nor will pay a differential or get a store credit but simply want all our merchandise which was confiscated by mighty Regency Furniture released to me."That's a pretty telling statementWe're offering a full refund, the customer is refusing it (but also claiming we're holding his money hostage - despite, in his own words, his own unwillingness to accept our refund)The customer says he purchased floor-model itemsIf that is indeed the case, then that needs to be clarified with the store, and I'm sure they'll accommodateOtherwise, the customer is more than welcome to get his refund. The customer is conjuring up a grand conspiracy in which we, very unwisely, bait customers into purchasing an item and then at the last minute say "whoops! it's actually more expensive!" and we do so on purposeWhat would be the logic to that? Let's think about how self-destructive and dunce a company would have to be to purposefully do that to customersWe wouldn't last for more than a few months doing soWe can obviously rule out this fantasy as being utterly absurd. Final termsCustomer can accept the furniture for the price or if not can have a complete refund backThis isn't a complicated situationCase closed

We sincerely apologize if the store personnel did not express store policy and fees more clearlyThe $was a transportation fee that the store charges whenever merchandise has to be delivered from the warehouse to the local storeCustomers certainly have the option of going to pick up the
merchandise from the warehouse, for no additional feeAs stated above, we apologize that this was not conveyed clearly to the customer by our staff

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The furniture is not to factory standardsI feel that we are being strung alongThe independent contractor has been the same guyI feel they need to send someone else beside the same guy out to take a look at the issues we are havingLike I have said before it should not be doing what it is doing and become uncomfortable in a year.
Regards,
*** ***

The response from the company is unacceptable because it shows no regard for the amount of time we have been waiting to receive our furniture, nor
does it take into consideration the inconvenience of being told two different times that our furniture was available for pick up without verifying if the complete set was availableIt also shows no acknowledgement from Regency that they were at fault for these issuesThe warehouse staff were negligent in reviewing the order to be sure it was all available for pickupThe accounting staff were negligent in forwarding the invoice to Tidewater for paymentAnd the management at Regency are negligent for allowing us as customers to be made to feel like we were not important and have no recourse for the trials we have had to endureWe have been notified that the final piece is available for pick upMy husband and I intend on going to pick up the final piece in order to be sure our furniture is in fact available, and in new conditionTherefore, I will no longer accept an offer of delivery.However, I am still requesting to be compensated for this inconvenience in some wayWe have been told that we will be able to pick up a gift card in the store at the time of pick of the final pieceHowever, we have not be informed of what this "gift card" is exactlyI do not want a gift card that is only usable at Regency as I will not be giving them any further businessI am seeking to be compensated for the trailer rentals, fuel for our vehicle, our time, and our stress for dealing with this situationI would accept a universal gift card, such as a visa gift card, that is usable as we pleaseI am requesting the amount of the gift card to be at least $Thank you for your time and consideration

Upon looking at the report and comparing it to the promotion that the store was an “either/or” promotionSpecifically, the wording gave the customer a choice between free delivery or 5-year no interest rates on the purchaseThe customer got a free delivery with the purchaseFurther, the wording
also specifies that each store’s manager makes the decision as to what the terms are (meaning, if the customer did choose the interest-free promotion, the rate may have been different since the items were floor-models)

1) it was not weeksIt was eight weeksFor that, we compensated the customer by giving them an extra $backNonetheless, this doesn't seem to matter much considering the customer is now disputing the entire charge with the finance company despite having already received the merchandise.2) It's unlikely the store was degreesBut, hypothetically, suppose it was: the customer was never forced to stay there.3) Therefore, given the fact that the furniture was delivered after eight weeks, the customer compensated (yet still disputing the entire charge now), we consider this matter closed

We've been in contact with the customer on multiple occasions, asking for pictures of the dresser - as per protocal - in order to determine the damage and see if we can repair/replace itThe customer has thus far not been returning our calls regarding photos of the damaged merchandise

Technician went to customer's house on 5/Customer was aware that technician was going to their home on that date

[To assist us in
bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I bought the mattress in January and months later it started sinking/cavingNo matter where you lay down on the bed, in a few short hours you will slowly start sinking into the mattressThis has resulted in chronic back pain for my wife and myself. I have been in contact with Regency Furniture Store where I bought the mattress and paid the additional $they demanded for them to send out a technician to evaluate the mattressThe technician came and although I encouraged him to lay down on the mattress to feel my pain,he said they were not allowed to do so,how on earth can some one just come to say he came for inspection and the only way is to use a measuring tape and a ruler?,of course the mattress looks physically,its well maintained because its been protected by mattress cover(which I use to protect my mattress.)The issue is not the measurement,the issue is the sinking of the mattress,the only practical way for you to understand this ,is to actually lay on that mattress for some time,and then you will feel exactly what I am talking abouthe only measured with a ruler and tapeI spent well over $10,in total furniture purchase in that store in January and the mattress cost $1,curtsy demands that there satisfy your customers,mor over,it has a manufactures warranty of one year.I have requested that I be given the option to make a different mattress selection or my money be refunded ,They refusedI have spoken to all levels of staff and management.
Regards,
*** ***

We sincerely apologize for the miscommunication between the customer and the store managerWe have indeed gotten the refund request and are in the midst of processing thisThe check will be available soon

We will cancel the customer's invoice, without charging any additional restocking or cancellation fees

We will allow the customer to exchange the table for another set of higher quality if and only if the chairs are in excellent conditionThe general manager will call the customer and discuss this in more detail

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:The main issue here is I was told several separate delivery datesMy time was wasted and when I called corporate I was told Ann who is a manager at your Glen Burnie location never put in a request for my furniture to be delivered at all! Also, my furniture sat at the warehouse for weeks therefore it was ready but the Glen burnie location failed to do their job and lied to me several times about setting up my delivery.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regency continues to say that they have "repaired" the item, but that is meaningless weasel words. They replaced the motor months ago and delivered the chair to us twice. Both times, the chair failed to recline electronically and we returned it to them so they could complete the repair. Until Regency clearly states that the chair moves from the lift position thru the seated position to the reclined position electronically, they have NOT repaired the chair and we will not accept delivery until the chair is properly repaired and they have confirmed the specifics of the repair. Their last response on December 9th included a phone number, which we promptly called. We were told that they would "get back to us", but have heard nothing since the initial call. This has been the typical treatment we have received from them for the last ten months
Regards,
*** ***