Complaints

• Initial Complaint

  10/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good morning: My name is *********************, I had a scheduled delivery for ************************* to ****************************** Greenbelt, MD **********. I have several complaints, I missed my delivery for today Saturday October 20th as I was using the restroom. I attempted to contact the driver back and Mid Atlantic delivery to only be disregarded. The driver informed me to contact the store and dispatch. However, I asked the dispatcher, “why didn’t they knock on my door to indicate they were arrived at my home,” she replied, “ we don’t do that”. Also I contacted the store and was informed they should leave indication or note that I missed my delivery and they arrived at my home. I proceeded to my door and checked my door, no notice. Again called the dispatcher at Mid Atlantic and spoke with another dispatcher, and was informed they don’t leave notes they just take pictures. I asked, why was there no knock on my door to inform they had arrived. How do I know they were at the correct address?I asked to speak to a supervisor informed I have to wait 72 hours for redelivery and furniture to be returned to the warehouse and rescanned and to schedule delivery and speak to management on Tuesday. This is horrible customer service. I advised the dispatcher I would be filing a complaint on the lack of customer service, accountability and total disregard. I am unable to reschedule delivery as the account is locked. I have to wait because of miscommunication and lack there of. Also my schedule, has to be inconvenienced because of them not having common courtesy to just knock on a door to state arrival after informing the dispatcher it was a simple mistake I missed my call because in the bathroom but no knock on my door so I would have never known they were there if I didn’t check my phone. 

• Initial Complaint

  10/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On July 3, 2023 we visited the Regency Furniture to browse dining room sets, and to hopefully purchase a bedroom set. We selected a bedroom set and proceeded to get the figures for the cost, when the sales associate inquired on whether we would also be interested in purchasing a new mattress as well. After being shown several mattresses and expressing interest, we were then told it would come with a 10-year warranty that would cover any possible future defective or broken parts. This warranty was a selling point for the associate, and yet we were not informed of any other warranties available.The mattress was gently used for several weeks when it became clear that it was causing many new and worsening medical problems in both our backs and necks. We were given no choice but to put our former mattress back on our bed, and we placed our new purchase in a protective mattress bag. We reached out to Regency and indicated that we were desperate to exchange the mattress and would gladly pay any restocking fees required. Fees were of no concern to us, and we made it clear that we were not after a refund of any money. We were given a customer service number to call for assistance, and redirected our communications to them. The company requested we take photos to ensure that the mattress was still in excellent condition, and we emailed them to the address provided. A phone call was promised within 72 hours which we never received. After weeks of waiting, we phoned the customer service line again, only to be told that they were refusing us an opportunity to exchange-based on our failure to obtain additional warranty coverage. We were never told about additional coverage available, and we would've purchased additional coverage if it had been offered, since we felt we were spending top dollar for the mattress.

• 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

  09/28/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We bought a bedroom furniture set at the Regency Furniture in Manassas (***** ********** **, Manassas, VA *****) last month. After the set was delivered, we noticed an extremely strong chemical odor and called the store. The store manager suggested we wait a few weeks for the odor to dissipate. We contacted the manager again in early September to let them know that the smell had not gone away and was now permeating everything including our clothes. The store manager told us that the Regency Furniture Service Department created a service ticket and that we have to reach out to them as the store no longer has any control over the case. Their service department refused to help us unless we agree to pay an additional $150 for them to send an inspector to our house. When we declined, she told us to contact the store manager to get the case resolved at the store level. We've since sent several messages to the manager but never received any response. It's been over a month since we have not been able to use our bedroom due to the toxic chemical odor and would like to return the furniture as it puts our health and the health of our children at risk.

• 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.

*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. ↩