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

  75 Gateway Dr Hampden Township, PA 17050

• 

  Regency Furniture

  7740 Ritchie Hwy Glen Burnie, MD 21061

• 

  Regency Furniture

  17766 Garland Groh Boulevard Hagerstown, MD 21740

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  Regency Furniture

  2400 Churchville Road Bel Air, MD 21015

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: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.

  I purchased a cocktail and two end tables from Marlo furniture April 1, 2022. I received the tables on April 22, 2022. the day the tables arrived two young men assembled them and left. That same day I moved the tables from the center of the room and one of the end tables shattered. I immediately called the protection company and they walked me through the process to get another table. I had to go to the warehouse to get a replacement, which I did on May 17, 2022. The gentleman brought a box to my car and I signed for the box. I bought the heavy box home and I had to wait for my son to put the table together. unfortunately it took time for him to get to me and when he opened the box the legs to the table were not in the box, he said there should have been two boxes. I called this morning August 8, 2022 to see if I could get the legs and was told it was too much time passed. I asked what can I do with a glass top and bottom and no legs. I just want the legs, I am a 70 year old widow and need help putting this heavy item together, I am sorry it took so long for my son to get to me.

  Business Response

  Date: 08/29/2022

  Unfortunately, because the furniture became damaged during the move, the store has no options in terms of repairing the damages. We unencouraged the customer to reach out to a third-party furniture repair shop to resolve the issue.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair 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.

  We purchased furniture (a master bedroom set) in November of 2021 and told it had a 12 week timeframe for delivery. As we approached the 12 week timeline Regency continued to push the delivery timeline. We moved from Manassas Virginia to Chapel Hill NC  in June of 2022 (7 months after purchase) and Regency agreed to cancel the order and execute a refund. As of 8/5/2022 the refund has not been received, and the customer is not responsive.

  Business Response

  Date: 09/11/2022

  The order was refunded via the customer's credit card, directly. If the customer hasn't received the funds, they should inquire with the credit card company as the store did issue the refund directly back in June

  Business Response

  Date: 10/09/2022

  The general management approved a refund directly to the customer's new card. A representative contacted the customer on 10/4 and confirmed the refund. We'd like to thank the customer for their patience.

  Customer Answer

  Date: 10/12/2022

  [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. 
  
  Regards,
  
  *********************************
  

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair 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.

  Date: December 11th, 2021 Cost: $4460.36 Purchase: Sectional - Right Power Recliner - Left Power Recliner - Armless Power Recliner - Armless Chair - 2 Consoles w/ Usb Chargers (I was told by the salesperson this was a feature, only to find out that model does not have usb chargers) - 1 Wedge Seating - 5yr Protection Plan Dispute: 1) Delivery team member physically accosted me with the release paperwork after quiting on assembling the sectional so I signed out of fear and to get them out of my house 2) Discovered the consoles did NOT have usb chargers 3) Spent January, February, and March of 2022 going back to Regency of Spotsylvania to resolve the issue i) Returned the original consoles and exchanged (for what I was told) was a console with usb chargers that would work with my sectional ii) Did NOT sign for the new consoles as they did NOT fit my sectional and they were returned to the warehouse iii) Was blamed for the whole situation by Assistant Manager and repurchased the old version of the consoles to end this cycle 4) No contact from the store and after the 16 week delivery period I contact corporate and they say the delivery was pushed back to October or later 5) Contacting Regency of Spotsylvania and they said I can call back when the manager is in to deal with this Resolve: For the current issue the company is defering to the manager. I found out months ago it's a franchise so the manager who is the owner determine what can be done. Invoice #:*********

  Business Response

  Date: 08/20/2022

  We apologize for the issue. The service department is still committed to addressing and resolving the issue and has ordered an additional part which will be delivered directly from the factory (where it will be installed by a technician). If the customer is concerned about the proposed resolution, they are welcome to contact the store to discuss. 

  Customer Answer

  Date: 09/17/2022

  [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:

  I have made multiple attempts to get in contact with the manager. The manager has failed to make contact with me after I've:

  1) Contacted the store myself, spoke with an associate, and was told to call back on Thursday. I called back, was told they were busy and they'd call me back before the store closes and then proceeded to wait for a callback that never came.

  2) I've been CALLED BY AN ASSOCIATE who told me they would speak with the manager and have them call me back once again by COB and never received a callback.

  3) I've called the store after being told to call back at a certain time only to be told the manager left.

  Let me be clear:

  1) When I initially called to check on the delivery date and then to follow up a week later after not receiving a response back from the store's associates, two different individuals, both said they'd look into the issue, then as the delivery date moved twice asked me what would I like to be done to resolve the issue and told me I had to speak to the manager!

  2) I have made every attempt, as described above, to get in touch with the store's manager, but they are not available even when the store itself tells me they will be

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

  Business Response

  Date: 09/25/2022

  We apologize for the inconvenience. The furniture is on order and the customer will be contacted once it arrives. The customer can contact the store to speak with the manager who will be happy to discuss the customer's ongoing concerns regarding the order.

• Initial Complaint

  Date:07/27/2022

  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 ordered furniture from regency furniture in Woodbridge, we paid money almost 4 months ahead of getting our furniture. After 4 months waiting for our furniture first the delivery people damage our walls. I told the the company about this but nothing happen. One of the drawer is broken I called the company and they said they ll replace it but still haven't got anything. My other furniture has so bad quality and I called them month a half ago but I was told nothing can be done. Its been 3 to 4 months but quality of the furniture is so bad. They held my money over 3 months and delivered so late also gave me bad quality merchandise. I bought it from regency Woodbridge location ***** ****** **** 

  Business Response

  Date: 08/07/2022

  A replacement drawer was ordered by the Service Department. It should arrive from the factory directly to the customer's home in August.

• Initial Complaint

  Date:07/25/2022

  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 2700 dollar couch for my new home. The couch turned out to be too big for the home we settled on. Because of this I had to reselect a different couch from their company. I chose a different couch that cost 1700. Their company policy states that with a reselection the buyer will be reimbursed the difference between the two couches. They initially tried to tell me the difference was only 200 dollars, then after showing them their own website they changed it to 600 dollars owed back. These decisions are being made by “the district manager” say the employees but it’s quite clear they are embezzling customer funds instead of refunding the difference. They also refuse to provide a new invoice for the new selections and as such I only have the original purchase agreement. The store in question is regency furniture located at ** ******* **, Mechanicsburg, PA *****

  Business Response

  Date: 08/07/2022

  This is inaccurate. The customer was not charged a fee and the difference between the sets was comparable, with the customer receiving a refund of $400.00 in addition to normal sales prices. If the customer has any questions about the charges, they are encouraged to contact and speak with the store manager.

• Initial Complaint

  Date:07/21/2022

  Type:Service or Repair 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.

  Hello, I bought two bedroom set totaling $4324.81 in June of 2022 and was looking to get in stock item that are able to be delivered on time. I end up taking a floor piece that the sales representative assure me it is in show room condition with no damages and I should be able to take the furniture protection on it as well. I went with it to ensure a quick delivery and trusting the sales representative. I called to get information on the piece 2 weeks later and was giving the run around and had to make a trip to the store with them assuring my husband they will contact us with a delivery date. Today, July 21 2022, a delivery was attempted but the floor piece sold to me was actually damaged and not what I expected (misrepresentation from what I ordered). I had to refuse delivery and called Regency that I did not accept the bedroom set. She advise I will need to go to the store for any sort of refund and because I have accepted the other bedroom there is nothing they can do. Unfortunately I have moved far from the store and based on the falsify information their representative provided me regarding the piece not being damage, I do not think that is fair to me. I want them to just refund me for a piece sold to me based on lies and only to close a deal. The process is very sketchy and was advise to go back to the store for refund, but because of a bad communication and misinformation thru out the buying process, I asked the rep on the phone to send me that in writing or email, since we already have a "he said she said" scenario with the purchase earlier, unfortunately she refused and stated it will be based on the conversation I have with the manager once I go back to the store (a $70 gas trip not to include mileage added to my car just to be lied to again most likely). I honestly believe this is a fraudulent transaction and the company should give me my money back. The item was never accepted and thus I deserve my full refund.

  Business Response

  Date: 08/07/2022

  A few of the items were floor models and were purchased as such. Nonetheless, they were returned. One of the items (the dresser) was delivered damaged and returned to the warehouse where it has been reordered and can be delivered again. Customer was aware of the purchase details at the time of signing for the ticket. Please see attached invoice highlighting purchase details with customer's signature. 

  Business Response

  Date: 09/10/2022

  The store refunded the customer for the purchase, sans the delivery fee. If the customer has any concerns, we encourage the customer to reach out to the store and/or specify exactly what was the issue with the refund.

  Customer Answer

  Date: 09/21/2022

  [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: I reach out the the store manager to explain why the numbers for the refund does not match and unfortunately i have yet to receive an answer. If you pay a certain $ amount for something you should get back the same amount not partial, this is still fraud/stealing. I am going to keep sending my concern until they stop lying and give me my full refund. 
  
  Regards,
  
  ***********************
  

• Initial Complaint

  Date:07/21/2022

  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.

  June 2021, bought sofa and love seat from Regency/****** in Lexington Park. I also paid for insurance and delivery for the couches. Since we live on a naval base, non-US citizens are not allowed to deliver on base. This was entered into the notes by the employee at Regency/******. The loveseat was delivered without issue. Since the couch was bigger, there were two gentlemen that were sent for the couch. Neither were US citizens. They were turned away at the gate and not able to deliver. I was told by ******/Regency that it would be two more months for a US citizen to be available. They said I could pick it up from the warehouse in Brandywine the following week. I did that. I was never informed that picking it up negated my insurance that I paid for. My couch is broken. I called and they sent out a repairman. He informed me that it couldnt be fixed but since I had insurance it would be replaced. ******** with the Northeast distribution center informed me that Regency would not replace the item since it was a delivery defect and since they didnt deliver it, it wasnt their problem. Again, I purchased insurance and no one told me that I couldnt use it if I picked up the couch myself. I would like a replacement sofa delivered to my home.

  Business Response

  Date: 08/07/2022

  The store carefully inspected the claim and determined that the issues reported are beyond the manufacturing defect. Therefore, the store cannot service the furniture within the manufacturing warranty. The customer is encouraged to contact a third-party to inspect and repair.

  Customer Answer

  Date: 08/27/2022

  [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: the third party you hired per insurance informed me that this is a manufacturing issue and therefore would be replaced with a new sofa since it was unsafe to fix the issue. I expect a new sofa per your third parties inspection.
  
  Regards,
  
  * ********
  

  Business Response

  Date: 09/04/2022

  We apologize for the inconvenience. However, the store cannot repair under the manufacturing warranty due to reasons previously cited. We have refunded the customer's service fee and encourage the customer to find a third party repair shop (not affiliated with us) to repair.

• Initial Complaint

  Date:07/21/2022

  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.

  On July 1st I was contacted with a message that says my furniture will be delivered between 7 AM and 11 AM. This message stated that I should Clear the room of any obstructions said the delivery team can assemble the furniture we put our couch outside the morning of I was not contacted until 10 minutes prior to the end of the delivery time stay if the delivery time stating that my delivery had been canceled because there is no room on the truck.. It had to rain and ruin my couch that was now sitting outside so I could no longer bring it back in I called the store being upset there was nothing they could do but reschedule my delivery. I happened to talk to Mike Who is the store manager in Hagerstown he told us that we could come and take the display model and he would reimburse us with for the u-haul but I personally didn't want a couch that has been sat on by a 1000 asses. Monday came and gone might never called us back and later that week I went in to talk to them in person because no one on the phone could do anything I am always redirected to the distribution center. I was rescheduled for the 16th while the 16th apparently came and gone it got canceled it was rescheduled for the 19th came and gone got canceled I got no notifications of either of these days being canceled and now I'm being told I cannot get my couch until the 3rd I am sitting on lawn chairs in my living room. I am being told As of today the 21st that my furniture came in on the 18th and now I am unable to cancel since I tried Friday to call and the phone just rang and rang and rang and wrong apparently this has been an ongoing issue with the store that I was told by Rebecca who is a sales manager I couldn't get ahold of anybody to cancel but since now my furniture is in I am now being charged 30% of the total price non refundable. I am absolutely appalled that the customer service is this terrible that the complete line literally goes to the distribution warehouse. I am absolutely done.

  Business Response

  Date: 08/06/2022

  The order was cancelled and the financed amount was refunded. The store did not charge the 30% restocking fee it was entitled to charge.