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

  7900 Cedarville Rd Brandywine, MD 20613-3018

• 

  Regency Furniture

  8003 New Hampshire Ave Hyattsville, MD 20783-4612

• 

  Regency Furniture

  13191 Gordon Blvd Woodbridge, VA 22191-1129

• 

  Regency Furniture

  1859 Ritchie Station Ct Capitol Heights, MD 20743-5076

• 

  Regency Furniture

  46300 Potomac Run Plz Ste 100 Sterling, VA 20164-6616

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:09/26/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 ordered furniture from the store on 9/13/2022 and paid in full. I also paid for shipping from the warehouse to the store. Additionally, I purchased a protection plan for the furniture. The furniture was never delivered to the store on the agreed date and is still not there. When I asked about canceling the order because they did not have my furniture delivered to the store for me to pick up, they told me they would charge me a 30% fee if I cancelled the order.NONE of their paperwork justifies any payment to them when the furniture was NEVER shipped from their warehouse to the store or to my location. The date that the furniture was supposed to be available at the store for pickup was 9/22/2022.

  Business Response

  Date: 10/09/2022

  According to our notes, the furniture was available but the customer did not want it and opted to cancel. The service representative who spoke with the customer informed the customer that a cancellation request after a 72-hour period (after which the furniture had already been transported) can only be approved by the store manager. 

  Customer Answer

  Date: 10/31/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  Thee is no written confirmation from this business that my order was cancelled and MY MONEY HAS NOT BEEN REFUNDED.
  
  Regards,
  

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

  Business Response

  Date: 11/12/2022

  To process the refund, the customer has to go to the store. In this case, it appears the customer has disputed the charge for the items cancelled before the store could process a refund. The customer can proceed with disputing the charge and receiving their refund that way or dropping the chargeback and allowing the store to process a refund. 

• Initial Complaint

  Date:09/21/2022

  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.

  We purchased a sofa and Ottoman from Herbie at the Fredericksburg location on 18 Sep 2022. We were told that the item was not on stock but was in the Maryland warehouse and delivery could be made as early as Saturday, Sep 24th. We would receive a phone call on Tuesday, Sep 20th, to setup delivery. Upon not receiving a phone call we called back and spoke to Luke. Luke told us that he would email the warehouse to check the status but there is a truck there that has not be unprocessed yet. He also stated that Herbie was there and he would have him call us back. After looking into yelp reviews and seeing that this is a constant problem with this company, we called back and spoke to another associate and asked for the manager. She passed the phone to Luke who merely said “hello” and didn’t identify himself until asked. He said he would talk to his manager. We were lied to from the very beginning. Based on the yelp reviews and responses from the manager, false advertisement is common place in this organization. We want a full refund on this purchase.

  Business Response

  Date: 10/08/2022

  This order was cancelled as of 9/23. 

   

• Initial Complaint

  Date:09/20/2022

  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 can not believe the audacity of regency furniture. Never have I ever been so disappointed in a lack of establishment. I feel blind sided and completely played with. We ordered a furniture 3 days before our wedding and got it delivered “ damaged “ and requested a re- selection and was offered yes when we return since we went out of state. We came back the day of our wedding and went straight to the store and they accepted the invoice and now 3 WEEKS LATER!! They advised it is denied and that it’s been too long yet we’ve taken care of this 12 days into the date of delivery. This is not our fault. Sales associate advised we could text messages was sent and saved I have all the evidence showing the acknowledgment and confirmation that it’s OKAY FOR US TO DO IT! NO DEADLINE! Because as far as I’ve been informed there is NOTHING REGENCY “ CAN DO “ they have lost a dear customer a loyal one at best. Regency furniture should be ashamed of themselves! I This is not okay. This is not customer satisfaction! Regency has a customer satisfaction guarantee and we met the deadline we were just not in the “ state” as we were getting married!!

  Business Response

  Date: 10/08/2022

  We apologize for the dissatisfaction with the outcome of the delivery. While precautions are taken to ensure furniture pieces are stored and delivered with care, sometimes items are damaged upon delivery. In this case, the store made an effort to order the ottoman as soon as possible. The ottoman arrived and is ready to be delivered whenever convenient for the customer. 

• Initial Complaint

  Date:09/18/2022

  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.

  They were over a month delivering my mattress and bed stand even though I was guaranteed that I would get it delivered within two weeks. They said I would get compensated for how long the took to get us our mattress and stand.

  Business Response

  Date: 10/08/2022

  The furniture was ordered on 7/3 and delivered. All of the furniture was delivered by 8/16, well within a normal timeframe for orders. Per the customer's invoice, furniture takes up to 8 weeks to arrive once ordered. 

  Customer Answer

  Date: 10/27/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
  Complaint: ********
  
  I am rejecting this response because: first, I told your staff before I purchased that I wanted the darker color legs. Its not my fault that your staff didn’t do as asked. Your company compounded the issues by taking almost triple the time I was guaranteed to get it delivered so I am unsure how you can blame me for taking a few days to realize something was wrong. I went into the store and spoke with the staff about the color of the leg. I have no idea what you mean that you did not know. I also had multiple calls with corporate and the local store, but kept getting bounced back and forth because no one was taking responsibility. That’s not my fault as a buyer. 
  
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/05/2022

  We verified with the manufacturer that the legs only come in the same color that the customer received. Given that and the fact that the customer received the order within a normal timeframe, we do not believe there is much more we can offer the customer. 

• Initial Complaint

  Date:09/14/2022

  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 chair and a sofa on 8/28/2022. I was called on 9/8/2022 to advise the furniture was ready for delivery and I could pick a date the following week, from 9/13-9/17. I chose 9/13. I was called by automated system on Monday, 9/12/2022 and texted 2x to confirm a delivery time between 3pm-7pm on 9/13/2022, which I did by text and by phone. I left work early to be there for this appointment. I waited until 9pm in case they were running late, and no one showed, no phone call, no text, no email to advise they were late or just not going to show. I call Regency/****** today, I'm told that sorry, we won't be delivering that today, we can do it Saturday, 9/17. No compensation for my lost time and lack of furniture that I paid for and lack of customer service to advise the customer they weren't showing up. After speaking to numerous people and complaining about this service and demanding I get my delivery today, I'm told, nope, it'll be Saturday and we'll have a manager call you about delivery compensation. So basically, I'm out of furniture for an additional 3 days, may get my delivery fee back IF a delivery manager calls me, but doesn't matter otherwise that they screwed over a customer by NOT offering customer service during the delivery time to actually notify someone they are NOT showing up. This is NOT how a paying customer should be treated. I should have been notified that they were NOT coming in the first place, then make the delivery at the next CONVENIENT time the customer and a refund of the delivery fee since they did not hold up there end of the contract. Ridiculous.

  Business Response

  Date: 10/02/2022

  We apologize for the issue and delay. The furniture has been delivered and the customer's delivery fee will be refunded.

• Initial Complaint

  Date:08/23/2022

  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 couch from Regency furniture. It required repair on the under deck and was still under warranty. The technician came out to do the repairs but was not able to fully complete it since he required extra parts. He reported back to the service department that extra parts were required to complete the job and Regency service has refused to provide the service. I have been in contact with the local store managers where I purchased the sofa who recommended to the service department that the couch be replaced. No responses. I have contacted their corporate office on multiple occasions over a few months only to be told by their employees that they would not provide further assistance and they refused to connect me with anyone on their supervisory staff. My couch is now worse that it was prior to the repairs and the staples they placed in are now coming out. They are refusing to either replace or repair the sofa. Many months of communication and no headway. In addition to this, I had purchased another couch for a sibling that was delivered in the wrong color and there was no correction offered. At this point, Im seeking a resolution for my couch repairs.

  Business Response

  Date: 09/11/2022

  The furniture did not qualify to be serviced. However, the service department ordered one part as a courtesy - not because it had to. The service center determined the issue reported did not meet the manufacturing definition of defect.

  Customer Answer

  Date: 09/15/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: Although I do truly appreciate the company making an exception in assisting me with my concern. The technician informed me that he was unable to fully complete the repair due to needing another part. He would have needed to wrap the material around the arm in order to provide the tension needed and he could not do so without additional pieces. He informed me that he would place the request in his report for order. Since he could not fully complete the job my couch now sinks and does not provide the support needed. This was not an issue before the repair. Although the service department twas gracious to assist me, the repair they provided me was never completed which left me in a worse state. 

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

  Business Response

  Date: 10/01/2022

  The sofa is not being serviced. The service received was a courtesy. 

• Initial Complaint

  Date:08/17/2022

  Type:Product 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.

  June 1, 2022 I purchased some furniture from Michael H**************, General Manager. I paid for the PA sales tax with check # *** in the amount of $186.00 which I have a copy of. The furniture was being delivered to my granddaughter's house, but I paid for it. The next morning June 2, 2022, I called Michael and CANCELLED the order after thinking about it. There was a 72 hours cancellation option. Michael said he would cancel the order, and emailed me a copy of the cancellation of the order and said the refund check would take 21 days to process. My check was cashed the next day. today is August 17, 2022 and Regency Corporate headquarters ************ is telling me that I was issued a refund check on June 13, 2022. I HAVE NEVER RECEIVED THIS CHECK. I asked them to cancel that check and re-issue and they say they cant do that because a check was already mailed out. I am requesting that you help me get my refund of $186.00. I have spoken to Shannon at the local store, ************ is her cell and store phone ************.

  Customer Answer

  Date: 09/07/2022

  ---------- Forwarded message ---------
  From: <*******************>
  Date: Tue, Sep 6, 2022 at 2:55 PM
  Subject: CASE # ******** settled
  To: [email protected] <[email protected]>, <*******************>
  

  
  
  

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

  
  

  Per out conversation today, I wanted you to know that Regency Furniture sent me a check for $186.00 for the state tax that I had paid them on a furniture order from June 1, 2022; however, the order was then cancelled the next day June 2, 2022 and they would not send me a check.  However, I have now been reimbursed and you can consider this case closed.

  
  

  Thank you for your time.

  
  

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

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

  *** **********************************.

  Mechanicsburg, PA ***** 

• Initial Complaint

  Date:08/15/2022

  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.

  Date of sale 05/29/2022 Memorial Day sale go in buy a bunch of furniture invoice number ********* spent a total of 6,869.95 on bedroom set and living room set was told day of purchase that furniture could take 6-12 to come in but was also told by sales associates they have to tell me that but things aren’t taking that long .after sale was told give a call in week or so to find out eta on my stuff called two weeks later was told some stuff was in and they expected my couch to be there 06/30 . Talk to them end June to set up delivery and was told my couch was pushed to mid July it would not be in time for my 1st delivery going out 07/08 . So when they delivered what was there i was still waiting on 2 end tables 2 dressers and a couch . I said Fine when will my couch be in i will pay a split delivery to have it this was mid July when they told me it would be in so now they tell me it was pushed back to mid august. So here today 08/15 i call and they tell me they are not expecting it to mid September witch were talking 16 or more weeks cause they can’t promise that it will be here by then . I ask To speak with a bigger manager or corporate as the store manager Christopher seem very careless about my frustration who keeps giving me a warehouse number instead of corporate number. Then I ask for a refund back on things that have not even been sent out to there warehouse yet and he tells me they have to charge me 30% to give me a refund on stuff they don’t even have in stock and is past the 8-12 weeks that was promised. This was the worst furniture store i have ever did business with im stuck with half ass furniture. I did Receive a call back from someone else from the store saying they would credit me 200$ back for waiting but then try to insult me by telling they did me a favor by pulling before rails for me to complete my bed order witch i found to be a joke because how is this company doing me a favor for giving me something i payed for

  Business Response

  Date: 09/04/2022

  The customer's furniture was ordered in May. It is taking about as long as most furniture takes to arrive, especially furniture that we do not receive large quantities of. To accommodate the customer, the store authorized a split delivery, meaning, we delivered what was available, with the promise of delivering the rest of the furniture once it arrives free of charge (this means, no additional delivery fee as would normally be the case for split deliveries). Additionally, the store offered $200.00 refund as compensation for the time it's taken for the furniture to arrive. 

  The store can offer a refund of the entire order but it would be a 30% restocking fee since the furniture has already been ordered and some of already delivered.

• Initial Complaint

  Date:08/12/2022

  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 queen bed in May 2021 that still has not been delivered. Delivery attempts have been made FOUR times but due to a lack of quality control, the bed has not been received in good condition. Each time an attempt has been made, the bed has either been damaged or missing parts. I am tired of being inconvenienced by using leave to be present for the delivery, disassembling the room and then repeating this dance over and over again. Where is the quality control? Who is ensuring that the proper pieces are packaged together and leave the warehouse? To add insult to injury, I called customer service (I was not rude) and spoke with Louis who said he was putting me on hold, but hung up on me. I do not have time to deal with poor customer service!! I just want the bed that I paid for more than a year ago.

  Business Response

  Date: 09/03/2022

  We apologize for the inconvenience. The rest of the furniture is scheduled to be delivered on September 7. We'd like to thank the customer for their continued patience as we work to resolve the issue.

• Initial Complaint

  Date:08/08/2022

  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.

  We purchased new leather loveseat and recliner in January 2022 along with a warranty and delivery services. Upon delivery, the loveseat had a large creased area on the back seat rest. We told the delivery driver and asked if it was a new loveseat? He insisted that we take it, they refused to take it back, and said that it would come out in a few weeks and that it was normal. He took pictures. We called Regency who stated the same thing and told us to wait 6 to 8 weeks and if it didnt come out to call them back. While waiting for the crease to come out, we noticed that the die on the seating area was wearing off. After further inspection, we noticed that the whole loveseat, from the foot rest area to the back rests on both sides were splotchy looking. We immediately called Regency back who now told us to call the warranty company, ***************, because they would have to come make repairs. We called *** and sent them pictures per their request. We waited many months for a representative to come repair the furniture because *** cancelled on us several times due to many different reasons. When the *** representative finally came out, he stated that the crease and dye was definitely a manufacturing defect and that it looked like the leather was not conditioned properly. He said they could not fix the crease because it will not come out and they cant match the dye, therefore Regency would have to replace it. He gave us a case number and told us that someone would call in a couple days. No one ever called so we called *** again and they said that it was Regencys problem and it needed to be replaced. We called Regency back several times, including going there in person. They have made every excuse possible not to resolve the problem, replace it, warranty it, repair it and they will not even take our calls now. We have been put on hold and then it hung up on several times including by the managers. Their customer service has lied to us several times and made excuses.

  Business Response

  Date: 08/30/2022

  The Service Department inspected the furniture closely and reviewed the technician's report. It has determined that the issue was not a manufacturing defect and therefore cannot replace the item.