Complaints

This profile includes complaints for Regency Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Regency Furniture has 18 locations, listed below.

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  Regency Furniture

  7900 Cedarville Rd Brandywine, MD 20613-3018

• 

  Regency Furniture

  908 W Street Rd Warwick, PA 18974-3124

• 

  Regency Furniture

  10318 Portsmouth Rd Manassas, VA 20109

• 

  Regency Furniture

  8038 Ritchie Highway Pasadena, MD 21122

• 

  Regency Furniture

  2201 Cottman Ave Ste 100 Phila, PA 19149-1232

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:04/29/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:04/28/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date:04/11/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:03/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.

• Initial Complaint

  Date:03/16/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mattress from Regency furniture and paid for delivery service to my home. The delivery driver drove the heavy delivery truck in my lawn and left significant ruts and killed parts of my lawn. Driver stated he would repair. Store stated they would repair. Both have ghosted me.

  Business Response

  Date: 04/08/2023

  We don't have any records indicating that the driver damaged the lawn, many months after the delivery occurred. 

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to complete a purchase of furniture which I was approved for credit from **********************. There is an issue with their online system and they are saying I was approved for $1000.00 and I signed a contract to purchase around $700.00 worth of furniture. Regency Furniture is saying I did not place an order, they do not have the contract and I am unable to order furniture. I am unable to get a copy of the contract and the company is now not taking my calls and I am unable to order my furniture. I have placed the order 15 times, talked to everyone in their finance department, including the manager, ****** who said he was going to call me back and it's been days. I have a signed contract to purchase furniture and I cannot order it. My order has been canceled 15 times. Regency says it's ***** ********'s issue and ***** ******** says it's Regency's issue and I'm stuck in the middle. Can someone please help me get some resolution to this problem as now neither company will take my calls or help me resolve this issue. I have had conference calls with both companies and they both place the blame on each other but I still can't order my furniture. I am unable to get either companies to talk to each other to resolve the problem. I have don't everything humanly possible. I even went to the store in person and was told there was nothing they could do since I placed the order line.

  Business Response

  Date: 03/29/2023

  The credit approved is a projection of the total approved line. The actual order ended up varying. This was since corrected.

  Customer Answer

  Date: 04/12/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  ---------- Forwarded message ---------
  From: ************************* <**********************>
  Date: Wed, Apr 12, 2023 at 1:49 PM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>

   

  Thank you. I apologize for not getting back to you. The matter was resolved.

  Regards,
  
  *************************
  

• Initial Complaint

  Date:03/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new recliner from Regency Furniture in Fredericksburg, VA on December 13, 2022. It was delivered on 1/11/23. I also purchased an extended warranty. Two days later I canned the store to advise them the threads were coming loose on the back of the chair. I was advised advise to contact *** ******** Furniture in Brandywine MD @ ************ to schedule them to come out and see and repair the chair. After many follow up calls, the first repair person showed up about 2 weeks later. *** ******** took pictures, didn't have the needle to fix it, and said I would hear from someone in 3 days if not to call. I didn't hear from them, called back and they sent someone today. They guy didn't have the needle and took more pictures and said they will let me know what the next process is. They are obviously giving me the run around. I want this chair picked up and returned with a full replacement. The price of the recliner was $649.99 and the extended 5year warranty was $119.95. i put $161 cash down and financed the rest.

  Business Response

  Date: 04/02/2023

  The furniture was inspected and it was determined that there were no manufacturing issues. The service center tried to discuss the report with the customer. The customer promptly yelled and wouldn't speak to the service center.

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regency required me to pay a $150 repair bill on my love seat that was under manufacturer lifetime warrantee . They then refused to do the repairs, saying a breakage was not covered by the warrantee. It is.

  Customer Answer

  Date: 03/22/2023

  Febuary 16, ***************** and paid Regency furniture $150 to have our catnapper love seat repaired. They told me thta would be the total repair cost. 

  Febuary 28, 2023 *** ****** furniture service sent out a representative to look at said couch. He asked where are the parts? he then told me they have to ship me the parts and I call back to set appointment for repair.

  March 8 2023, Regency connected me to their warehouse who informed me that ********* (manufacturer) does have a life time warrantee on the frame and mechanics, but if it breaks, the warrantee is not good. She offered me a $75.00 refund

  since then I have heard back from *********, yes it is covered and they will repair at NO COST to me! Regency lied and is keeping my money. I would like a full refund of the $150.00.

  Thank you

  Business Response

  Date: 04/08/2023

  The fee covered the inspection as well as the attempted repair. Given that the repair could not be completed, the store offered half as a refund. 

  Customer Answer

  Date: 04/19/2023

  The store also told me it was NOT covered by the manufacturer warrantee because it was broken. It WAS covered and the store refused to do the repair. Even the manufacturer stated that they were sorry the store refused to honor their warrantee. 

   Complaint: ********

  I am rejecting this response because:
  
  Regards,
  
  *********************

• Initial Complaint

  Date:03/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a love seat and sofa from ****** furniture in Capitol Heights MD.  The color on the floor was gray, but they had a sheet on the center table showing a lighter option. The employee that showed me the items was not a salesperson but a front desk clerk. He told me they have a lighter option then the one on the floor and proceeded to show me the color of another item. He said it was in stock and I could order. We processed the order. When the order was delivered, I was not home to view the item as I was on a business trip. When I returned the item was not the correct item. I called immediately to let them know and they advised that it was signed for by someone. It was signed for, but they did not place the order, I did, and they delivered a brown couch and are now forcing me to pay for something I did not purchase. I've spent 2 weeks speaking to the sales manager, customer service, escalations that they wasted all this time to now say its been too long and it cannot be returned. Why would they send a customer in circles for 2 weeks to rectify an issue then state its been too long and they will not take the return for an item. Customer service indicated on 3/6/23 it is possible the employee entered the wrong item and I would need to speak to the sales manager. When I relayed this information to the sales manager, he indicated that his manager said they will not do a return still and they don't know why customer service would tell me that employee may have made a mistake. The sales manager did not ask the employee if it was possible that he entered the wrong item and if he did Im sure the employee lied because he didnt want to get into any issues with his employer but it cost me money due to his mistake. The fact that they are forcing me to keep an incorrect item is unbelievable and needs to be addressed. At first, I told them I was happy to just exchange to the correct color but now I want a refund and wish to never do business with them again.

  Business Response

  Date: 04/02/2023

  The store, the customer service office, and the service center's general management team (including the general manager) carefully reviewed the complaint. The team determined that the furniture received was exactly what was ordered which is exactly what is shown on the floor of the store.