Complaints

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 5 piece recliner couch from Regency in Hyattsville, MD in November 2022. 4 months later the couch breaks. It takes 2 months for them to get the damage corrected. Now here we are again and I’m filling a damage claim on 9/1 because the recliner broke. I’m still under the one year warranty however regency is refusing to pay or repair because they no longer work with the manufacturer and claim the damage is customer caused. Meanwhile their service guy told me it’s damaged because the company sells cheap furniture with cheap parts for more money. This conversation was recorded and yet they refuse to honor my warranty. I paid $2000+ for a couch that keeps breaking down. I want my money back based upon my warranty.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Originally purchased a desk on 9/10. Was called on 9/13 and was told the desk was in for pickup. Went to location and desk was not in yet. Picked up desk on 9/15, brought home. It was the wrong desk. Had to bring back to the store to have them order the correct desk. Correct desk was ordered on 9/17. Was called on 9/22 stating it was in. Picked up on 9/22. Was told by Sales Manger (*****) that rather than unpacking desk in store, we could bring home and inspect. Upon unpacking it at home, it was damaged/broken. After calling the store and them accusing us that we damaged the desk they stated that if we wanted to return we would have to return to their Philly Warehouse 45 miles away. After all of the mistakes they made throughout the entire process, we decided not to purchase a desk and requested a full refund. Upon returning to the store a 6th time to complete the refund, the store states that we have to pay a 30% re-stocking fee. I had to pay $87 dollars to return a desk that was sold to me as broken. I was unaware that I would have to pay money to return a product. Their return policy was never communicated until after we attempted to return. I would like the $87 restocking fee back on my credit card for this transaction.

• Initial Complaint

  09/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a new living room set from Regency Furniture in November 2022. Within 3 months, the left-facing recliner piece of the sectional stopped retracting. I called customer service and a technician from *********** Furnture came out and told me he had seen the issue before and that they would order the part and once it was delivered, a technician would be scheduled to come replace the broken piece. He said to call if I hadn't heard anything in a couple weeks.. A couple weeks later, I called to follow up and was told that the issue was due to "user damage" and not covered under the manufacturer warranty. I told them the technician told me it would be covered at his visit - but they just told me that he shouldn't have told me that.We only had the couch 3 months before it stopped working under minimal use and no damage was done to it while the couch was under our possession. Over the past months I have gotten the run around from the store, Regency corporate, and Regency customer service. I requested a manager to call me, and each time they say they will pass on the message - but no one calls me. My 1-year manufacturer warranty is up in November 2023 and I feel like they are purposely giving me the run-around all these months to stall until then. I am very disappointed in both the quality of the product and customer service who is completely unwilling to work with me in any way.

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Seat is not level.

• Initial Complaint

  09/07/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Intially ordered ********* swank queen bed included headboard, rails and legs in 2019 Management never contacted me about my order and during covid the sale representative died to obtain information on invoice 3/24/222 1st delivery Railings and legs ONLY items were delivered without headboard cost of bedroom $4,000 Visited store 15 times about delivery and promised that items were in stock headboard railings and legs ready for delivery 7/14/2023- bedroom scheduled then canceled due to railing not available not because of damages Visited store management 5 times 8/15/2023- headboard and railing delivered without brackets to hold bed to headboard and legs to bed to hold up railings 8/25/2023 promised to deliver items and missing items 9/5/2023 promised to provide update no information available from service 9/7/2023 met with management when ***** ***** manager said directly to me yelling at me and I quote “I don’t like people like you” and continue to point his finger at me when I am currently talking to other management to get a status on my missing parts when ***** Regency representative manager failed to satisfy me as customers on a product that has been paid for and they have not delivered as promised.

  Customer response

  10/11/2023

  I have yet to receive my entire bedroom set headboard, railings, legs since March 23, 2022. I still have not received legs for my bed since 4th delivery on Aug 24, 2023. So I cant enjoy my bedroom the railings have taken valuable space in my living room, everything is out of order I had to move all the other furniture from the bedroom waiting on service I reached out and visited store about delivery.

  10/03/2023 service was scheduled and confirmed text Saturday, September 30 received at 1:09pm by Regency from 12:00pm to 4:00pm. Also, received text message at 2:56pm on 10/03 your delivery will approximately reach you in 10 minutes.  I called Regency at 4:36pm to inquiry about the service and the service representative stated that my delivery was canceled; they didnt have the parts.  No one called me nor did I received notification about the cancelation. My time is valuable I waited 5 hours and no one showed up and countless conversation and driving to the store wasting my gas giving assurance this time they had everything.  Still waiting.  I need my compensation expedited immediately. 

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  060-11-931-02 Power Lay Flat Reclining Sofa an amount of $995.40 060-11-931-03 Power Lay Flat Recl. Cons. Loverseat w/storage, cupholders and USB an amount of $l,990.44 GBS ********* 5 years protection plan an amont of $279.57 The items got peeled and we reported to them and they did nothing to fixed. I called them again and went to the store and the manager sent an email to their resolution center and they did nothing for me. I asked them about the insurance I purchased on the items and they never responded to me again. They are really a bad company and they never want to resolve issue with their customers. The account number is *******.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  07/30/22 however, chairs were delivered completely as piece between 08/22 and this 2023. Since chairs been delivered, there has been an ongoing issue with the quality. The legs can not stay within the wood. The wood is not durable as promised in writing on the forms by this company. I also have a protection package for $200 extra. They replaced the chair once, and the problem still exists. Their third party repairs reported that there is an ongoing issue with these chairs. ***** Furniture/regency has refused to even return my calls or multiple email. The chairs are occupying space in my living area. I need them to be returned, my money refunded in order for me to purchase new chairs. The amount of the chair was 1900 plus 39 dollars. The chair was finance for the 100 day option when you all chairs are delivered. The finance company has paid them, and I have paid to the financial company a set amount. The chair does not work. It is not durable. If BBB can not solve this claim, I will be filing a lawsuit. There are multiple complaints against this company. I am unsure what BBB is doing to solve this issue. I would like for the chairs to be picked and my money refunded. If I go to court, I will include pain and suffering. Invoice number *********, Delivery took months. Final delivery was 2023. Chairs are not durable. The are basically occupying my space in my living room, while we sit at the dining.

• Initial Complaint

  08/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a floor sample sectional in June 2023. The sectional arrived on 6/10/23. When it arrived I noticed I was sold a LAF Sofa and an RAF Chaise. The sectional does not match and it was advertised on the floor as if it were a matching set. I went to the store in person to express my concern to ***** (Store Manager) and he mentioned he would contact corporate to see if they would allow the return. He said he would waive the restock fee. He also suggested that I sell it on my own. It is now August and know one from the store has contacted me. The chaise and sofa is being financed through ***** ******** so I now have to pay for a sectional that was falsely advertised on the floor as a matching set.

  Customer response

  09/01/2023

  I have attached the receipt.

  The address of the company of which I have filed a complaint is the following:

  Regency Furniture

  *******************************

  Brandywine, MD *****

  ************

  Customer response

  09/01/2023

  I'd like to update my contact information. My mobile number is ************.

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On May 25, 2023 I paid $1,158.57 for a new couch (receipt attached) on this date we were also looking at a table/chair set. I returned back on May 29 and added the table/chair set (receipt attached). Without my permission they increased the couch price and lied telling me they were giving me a discount, which they were not. Additionally, I was told I would be getting the shipping fee $119.99 refunded but that never occurred. Also, they were supposed to do a price match to the online prices (attached) but that never happened. In total, Regency Furniture owes me over $ 260. I have reached out and contacted customer support several times on: June 15 June 22 June 27 July 31 Each time they tell me we are escalating the issue and i never received a response except on July 31 when the manager from the store finally called me back and told me I was wrong and that he couldn’t help me. I am very frustrated because to me it feels like they have stolen money from me and refuse to acknowledge they made a mistake.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  In April of 2021, my wife purchased an ****** power reclining chair from Regency Furniture - their store located in Manassas Va. The cost for the chair was approximately $780. She purchased a 5 year protection plan for the chair as well for approximately $99. On February 28th of this year ( 2023 ), the chair locked up in the reclining position. I am a retired disabled man, and my wife and son had to help me out of this chair when this happened. I contacted GBS, the company that does the warranties for Regency, the next day ( March 1st ) to report the problem so the chair could be fixed. It took over 1 month to get a serviceperson to arrive. After assessing the broken chair, he stated parts would need to be ordered for a repair. It took nearly another month for the parts to arrive at our home. When it did, the box with the parts was damaged so much that the parts had punched through the box. After I called GBS, another service man was sent out. After viewing the parts and chair, he stated that additional parts would be needed, and the parts that did arrive were damaged, and unusable. After about a week of discussions with GBS, the decision was made to fully replace the chair. I had to contact Regency to find out about delivery. I was told that I would again have to pay $120 for delivery, which was the cost to have the original chair delivered, and that it wouldn't be available at their warehouse until July 25th, which is today. I called Regency, and have been given another day of August 15th that it's supposed to be at their warehouse. I then spoke to a supervisor named Jackie, who basically said that the August 15th date was " tentative " and no other compensation to me would be considered. All in all, we're looking at 6 AND 1/2 MONTHS to get another chair!! This is in no way, shape, or form fair to a consumer, like me, and surely not a good business practice.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩