Regency Furniture Reviews

When I called back, I was told that my order was cancelled. When I asked why I was told "someone hit the wrong key". They promised to call back with more information, they did not. I called back the next day and was told the order was never cancelled. I was told they would call me the next day with a delivery date. Again, no one called. I called the next day and was told it would be delivered on Monday, they would call the next day to let me know the time. Again, no one called. I called six more times over the next several days for the delivery window. No one could give me the time and promises to return my call were just a way to avoid dealing with the issue.

due to their incompetence and total lack of customer service. I could forgive the missed delivery, but never the terrible way I was treated, the time I had to waste to get them to do their job, the complete and total lack of professionalism and even their inability to provide bare minimum of customer service.

Next day came - PJ called to say he messed up can’t find out an answer until the following day. Agreed to wait another day - but no call came. I called the store was told PJ wasn’t there - asked to speak to another manager - again general manager Candace unable to come to the phone. Told them I’m coming up right now & wanted a full refund. Not even 5 mins passed & Candace calls so apparently she got the message I was driving there- told her, "I’ll heading there now. We will chat in person." Showed up (parking lot empty - 6 staff sitting around the desks doing nothing). Candace is upfront - I stated “no customers but you couldn’t answer a call?” She replied with, "She was in back" - so apparently the girl that answered the phone was just too lazy to get her. I demanded a refund as this store is a joke!! Horrible customer service!!

I ordered my bed set and living room set, my living room set would be delayed but it was also at Value City so I was ok with it, but the bedding set I needed on August 20th as I had other things being installed and took off already. I was told the furniture should be in warehouse by August 16 so that shouldn't be a problem at all. I had called all day August 15th and 16th without an answer whatsoever. I called the Frederick Store and was redirected to Order Support. When I spoke with them I was told my order wouldn't be ready until August 26. When I was finally able to contact the store I found out my dresser and nightstand were at the warehouse but now the bed is delayed until November. They offered me the floor model and told me I had to come pick it up.

When I arrived they refused to discount the floor model and in fact had charged me $330 for the floor model when my deliverable bed was only at $209. They told me that the dresser and nightstand would be delivered on August 26 with the living room set, and I told them this is not what we discussed and would not be acceptable. I needed the furniture on August 20th. They had the nerve to charge me another $90 for a second delivery (Value City offers this service complimentary with the white glove delivery, and they knew that and was told they would work something out). They didn't reimburse me for having to come pick up the bed or reduce the delivery charges since I had to pick up and set up myself.

Before I left the store for the second time I was assured that my bedroom set (which I paid EXTRA to have delivered on time) would be delivered August 20. I called the store August 19 to confirm time only to find out that they never scheduled the delivery. When I called they said there was nothing they could do and the next time I could get delivered was Saturday August 24 (the day I am moving). I requested first thing in the morning as in order to get other things in my room I need that furniture to be in place. They told me I'll get whatever time they can get it and it could be up to 8:00pm. I was given repeated excuses that they were busy due to liquidation sales and things were overlooked.

I was in the store over an hour that day and there was not too much business that anyone could not handle or anyone should've been overwhelmed. The store manager Jack and the office manager were completely unsympathetic, never offered any kind of discount or reimbursement for the issues. (In fact when I asked Jack for a discount on the floor model he told me I should be lucky he's doing me a favor by giving it to me...Keep in mind the store is closing that location to move and the floor model has to go anyway.)

These people were so nice and great when we were spending all the money when we made the sale but after it was too late to go back to Value City or to Grand Furniture, they totally changed their tune since they already had their money. These people are liars and crooks, they should be ashamed to treat customers like this for a buck. If their intention is to screw over customers to make a Sale I congratulate them. I'm now stuck paying over $2k in furniture while lining the pockets of those cheats, liars and crooks. Flat out fraud to tell me they would take care of these things and to cancel Value City when they never had any intention of following through. Don't let yourself get taken like I did.

The manager I spoke to refused to explain this dishonest policy and hung up. After calling back and waiting on hold for a long time, I was finally able to ask the manager what people are supposed to do if they don't have the ability to return to the store in person. He had no answer for this. I asked if people in those circumstances just lose their money. He then admitted that a refund over the phone would be issued, confirming that it was a lie when he told me phone refunds are impossible. He then assured me that our refund would be issued the following day. The refund was not issued. After waiting for three months for furniture that never arrived, we had to drive to the store and do the refund in person. The entire experience we had with this company was very frustrating and wasteful. They are dishonest and disrespectful.

When I tried to address these concerns with Regency Furniture's customer service team, I was met with resistance. Instead of listening to my issues and offering solutions, they abruptly ended our conversation by hanging up the phone. This level of disregard for customer concerns is unacceptable in any business. Given these issues, I urge potential customers to be cautious when dealing with Regency Furniture. My experience suggests that their service lacks integrity and respect for customers, making it essential to consider other options before making a purchase.