Complaints

• Initial Complaint

  07/22/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I went to regencies and I spent hours in the store I bought a living room suit and a dining room suit they talked me into spending $2000 so that I would get free shipping they kept ignoring me and worrying about other people the whole time that I was there I ended up going up to the counter and come to find out I didnt spend enough so they wanted me to purchase these lamps I did not want these lamps but I had to get the lamps for me to get free shipping I got my order and Im missing my loveseat I contact them and then they tell me that I didnt purchase my loveseat. The manager helped us herself the entire time and knew that we bought the loveseat and she even admitted it when I called her but then they come back to me and tell me that its not on my receipt so I did not get it. she knew I bought the entire living room suit she even admitted it on the phone call with me and told me shes not sure what has happened. she admitted to remembering me and knowing that I bought the whole living room suit I am not sure when they deleted the loveseat I had no idea I was in there for hours I was just ready to get out by the time they finally rang me up. they dont want to help me all they wanna do is give me 25% off I dont want these lamps that cost $300 I want the loveseat that I originally bought. if they dont want to give me the loveseat then they need to give me some type of credit on my bill so I can go buy another one somewhere else.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I bought and paid in full 4 pc bedroom set. It was delivered on May 20,2023, delivers misplace hardware to assemble the king size platform bed frame. The delivery man didn't to it back because he said Regency Furniture would be back to fully assemble the platform bed frame on May 27, 2023 because they are not open on Mondays. Nobody never should up to fix this issue. I been called Regency Representatives on May 27, 2023 of which fell into the return window I was told that I didn't call within the 72 hour window. However the rep. relived I was with 72 hr. Regency never came to pick up the item. I have been trying to rectify this problem however Regency has given me every excuse known to mankind. 1- they sent 2 more guys and they had the wrong hardware the guy came with the wrong screws... I ask the guy about a changing the king size bed to a queen size bed sense they can't seem to get the right hardware. He call regency call center about my inquiry. He said the service department would call me back the following Tuesday May 30, 2023. Once again negative result. From this point on Regency Rep have been giving me the run around. The delivery guys told the call center I didn't want them to assemble the platform bed frame which was a lie. The didn't have the correct hardware to do so. I continued to call Regency and the rep always had an excuse or unverifiable explanation. They say I'm out of the 72 hr policy window, the service guys didn't assemble the platform bed frame, they say the had to order the parts and they will be here by end of June and when I can they tell me it didn't arrive. I complain some more and they tell me they are going to email the escalation team. When I call them about the escalation about this issue they put me on hold for 20-to 25 minutes and then they tell me to call back in 24 to 48 hours. Needless to say when I call back same negative results I call back last week and the representatives said the part will be in Oct.. 

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 3/31/2018 we purchased furniture from ******’s (now Regency Furniture). We were given information regarding a warranty (attached) which we elected for $299.99 and it was to be valid for 4 years. If we didn’t need to use the warranty, we would be given a credit to use in store within one year after the expiration. When we contacted the store they told us that in 2018 (a few months after we made the purchase) the store changed hands and the new owner was no longer accepting the warranty as they decided to use a different company. This meant that at that time we no longer had a warranty. We were not notified of this change. When I finally contacted ***** ********, Northeast Distribution Center, Guest Services Manager on March 30, 2023 he told me that he would honor the warranty and allow us to use it in store. He asked me to send him a copy of my warranty letter and receipt. I sent the items and never had a response back. When I contacted the ******’s store, the manager called *** ******** and he said he would be in contact with me, however my last communication to *** ******** was on May 4 and still no response. At this time we would like a refund of the $299.99 to satisfy this complaint.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  My mother, *************************** moved into a assisted living facility in Mechanicsburg, Pa and needed furniture. I took her to Regency furniture on 5/20/23 where she spent a total of $5,528.45. $2,020.00 with her debit card and $3,508.45 by check. ( Please see attachments for proof which show copy of the check to Regency and a statement from her credit union showing the debit purchases to Regency) After we were lied to MULTIPLE times when the furniture would be delivered we decided to cancel the order and go somewhere else. On 6/11/23 I spoke with someone named **** who claimed he is the Regional Manager at Regency Furniture in Mechanicsburg. He apologized and told me he is cancelling the order and to expect a refund soon. I've emailed him twice asking the status of the refund and have gotten no response. His email is *******@regencyfurniture.biz. Regency's phone number is ###-###-####, ***** is the manager who I've also spoken with regarding cancelling the order. I've called the corporate office and inquired about the refund but they tell me to call the local branch. When I call the local branch they tell me it's their corporate office that refunds customers. I am getting nowhere. My mother is widowed and living on social security. I am trying to get my mother's money back for her cancelled order. Please help.
  
  Additional information submitted 7/12/2023
  
  This is in addition to BBB complaint #********. I forgot to include a second check in the amount of $950.53 which should also be refunded to ******** ***** for a cancelled order. I've attached proof of the check which was written to Regency Furniture on 5/20/23. Order was cancelled on 6/11/23 and no refund has been issued yet. We've called the store multiple times, stopped into the store location for answers and get nowhere. The checks were cashed by Regency and the money cleared our bank account on 5/23/23. Kimmie is the manager at the Regency Furniture Mechanicsburg, Pa location and she claims she has no control over refunds. When you call their corporate office they tell you to call the local store. Regency Furniture is stealing our money. I am asking for a full refund.
  

• Initial Complaint

  05/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased sectional in September 2021 bought extended 5 year warranty. In December 2022 the power recliners stopped working, warranty dept came out in January 2023, said it needed a new motor and was ordered on Jan 26th said we’d recieve email in next few weeks with a tracking number because part would be sent to our home and upon receiving it to call back to set up date to have tech come out and fix it. Still no email no nothing I have reached out to the warranty company three times now 3/7/23, 4/11/23, and 5/16/23 and the warranty company said that they have escalated the incident twice now because they as well are being ignored by regency and can not get any info about the part even being ordered yet and that they only way they can even contact them is by email, I located a customer service number for regency and after being rudely hung up on twice and put on hold for over 45 mins they never did pick back up and now if you call it just rings, after reading my complaints online I see I am not the only customer having the same issue, and the fact that they are in my opinion running some type of theft scheme by basically stealing money from customers for a warranty they never intend to honor and the warranty was over 700.00. So I’m now turning to you all to see if you all can help because scamming people out of their money I thought was a crime

• Initial Complaint

  05/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Writing to complain about the dining chairs that I purchased from your Regency furniture (********, **) store on January 6, 2023 paying $1627.00, invoice #********* (invoice amount around $4800.00) (also purchased King Bed on the same invoice #) On April 25, 2023, one of the dining chairs broke when my wife sat on it (Fortunately, my wife was not injured) and reported it to customer service and sent pictures in the email, then asked asked me to reach the warranty company and have reached them but they denied due to this won't cover under warranty. On May 7, 2023 (today), another dining chair broke when a guest sat on it. The front leg of the chair snapped at the top of the chair the same way the first chair broke. Fortunately, this time too the guest was not injured but felt very bad and had a little pain on the head and felt better after a few hours. I am concerned about the safety of these chairs. The front legs are made of a molded material instead of real wood that is not strong enough to support the weight of a person. I am afraid that someone could be seriously injured if a chair breaks while they are sitting on it. I would like to request a full refund for the chairs. I am also requesting that you recall the chairs from your store so that no one else is injured.

• Initial Complaint

  04/29/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We purchase a set of armless chair and recliner order on 03/13/2023, but the some of the order was delivery with defect and a placed a claim for repair services and they are not taking care of the claim. I been calling almost everyday to the customer services department, but they never arrange the technician to come and fix the problem. This is very disappointing situation considering that I paid $3,063.825 for the goods.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had a furniture delivery scheduled on 04/28/23 which I already confirmed to be home even if everyone in the family was home all day. They gave me the delivery window between 1 pm - 5 pm . while waiting on their call or text I went outside in my car waiting on school bus to pick up my son and then I saw this truck outside for at least 15 minutes and drove off. A minute later I get a phone call to tell me they were unable to deliver because I was not home and it needs to be re-scheduled for extra charge.

• Initial Complaint

  04/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We purchased Dinning chairs from the Business, after a week from delivery my son sat on the Chair and it broke hurting his back, at the same time his wife was 9 months pregnant but by God's grace, she did not sit on that chair for that day. We went to the business and ***************************, told us he shall have the delivery team come in and take a look and solve the matter, he indeed sent us an email on April 05th but after that, there is no response, we are calling the number provided on the website no response. Please help us by alerting the Regency Furniture in Sterling, VA to contact us. as the chairs are shaking and if someone else falls and gets serious injuries it will be another problem.

  Business response

  05/24/2023

  We sent out someone to tighten the chairs and the legs could not be tighten any further and since the product has been discontinued we were unable to exchange the chairs.  Since we are not able to offer the customer an exchange, they were told that they can go into the store to reselect to something else.  The customer agreed to reselecting and stated that they were out of town at that time but would go into the store once he got back.

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went into Regency furniture on 3/27/23 to look for a dresser. While entering they were very nice. While we were looking at dressers the one lady ******* (who we worked with and sold ** the dresser said we need a sale so whatever you can get, take advantage of that. While we looked around we didnt see too much we were interested in until she told us about the back section that is discontinued items. While looking we found a chest that had LED strip lights to go around the top. I asked her if it lights up and works and she said it should but I will plug it in to be sure. She did just that and we saw it light up. We inspected it while she was there and everything looked in great condition other than a tiny little chip that was barley noticeable. The others working there seemed upset that the only thing we were buying was a discontinued LED chest and a candle. There was no issue there. We checked out and everything was good. We told them we would be back tomorrow (3/28/23) to pick the chest up. When we arrive to pick the chest up we call to let them know. They said put up to the door and we will bring it out. They brought it out and loaded it in the car. While they were loading it a price of the button to press for the LED light had came off but it was just a ***** price the guy said to just screw it back on when we got home. All was good. When we got home we unloaded it and took it right upstairs. We set it where we want it and s**** the piece that had fallen back in. We tried turning it on and nothing. It wasnt coming on. After ******************************************************************************************************* half down the middle what looked to be with scissors. I cal the store and a women picks the phone I believe her name was ****(which also she was very nice when we went to purchase the chest). She was very rude and told us we arent liable sorry have a great day very shady. I called the corporate office and was put on hold for 10 mins for her to come back and says yea that store told you they arent liable so theres nothing we will do why would we customers, split a wire? That has no benefit to **. They seemed mad that I didnt want to buy a whole bedroom set for thousands of dollars I told the manager to look at the cameras in the last 24 hours and got no response to that. I was told my furniture that I PAID for was safe and would not be touched. . Looking at there reviews on yelp they are all bad, and most of them are shady and upset customers. They really need to be looked into as a company and individuals. Im very upset at the customer service all I wanted was a new strip light system piece for the chest!

  Business response

  04/30/2023

  We apologize for the inconvenience. We were able to locate the ticket. The claim was not serviced because the furniture had been purchased as a floor model, which are sold "as is." Therefore, the item was ineligible for service. We encourage the customer to find a third-party ******************** repair shop to service the item.

*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. ↩