Regency Furniture

Reviews 3

ST

Stephanie Smith

I dont want to give any stars because it is the worst place to go to for furniture and I wish we saw the reviews before dealing with such bad service. My story is long but I feel I should give the full details so someone else will not become another victim. My husband and I drove around for days looking for some bookshelves to match the wood on our fireplace. We ran into a sales lady at the Fredericksburg, VA Regency by the name of Jennifer who was very helpful. She told us that we should not be looking for bookshelves but piers. When she showed us some piers we fell in love and immediately purchased two of the piers totaling $2,000. They asked us if we would like to pay an extra $275 to deliver to our house or $17 to deliver to the Fredericksburg Regency so of course we went with the $17 even though we had to drive an hour and 30 minutes to get there. A couple of weeks later we got a call that our piers were in. My husband drove to Fredericksburg to get the piers. When he got there, one of the piers had been damaged. He asked the manager why no one called and told him so he would not have to take such a long trip to pick up the furniture (mentioning also he had to drive the gas guzzler Yukon to pick up the furniture). The manager said that it was not their job to call but customer services job. My husband complained and wanted them to deliver the furniture to our house so we would not have to make a second trip. They refused (probably so they would not have to pay for shipping) and said that they wanted to check it over for damages before we get it and for our inconvenience they would put the shelves together for us and have it at Reency in a couple of days. This seemed crazy to us because it took a couple of weeks to get our furniture in but it only takes them a couple of days. Since they refused to have our paid for furniture sent to our house we could not argue much more about it. My husband put the good pier in the truck and took it home. When the furniture came in, I drove to Fredericksburg to pick up the furniture since my husband had to work. When my husband went he only had to give them our phone number. The girl that I talked to on the phone also told me the same thing. So I left my purse in the car and walked all the way in the back to the customer service desk and gave them my number. The girl said I had to give them an ID because it is company policy so I explained her about the girl on the phone and that my husband did not have to do that. She told me that I am not getting the furniture until I gave them my ID. Therefore, I walked all the way out to the car got my purse and walked all the way back into the store. She then made a copy of my ID and told me to drive around back to get my furniture. As I was driving around back, two guys were waiting on me. I backed the truck up and walked over to them. They told me that I will have to open my truck up so they can "inspect" the inside of my vehicle to make sure nothing was in there that could damage the furniture I bought. I then opened it up for them. Then they told me to walk around the back of the building in the dark to come in and inspect the furniture. I locked up my truck and walked around the back and went into the building (I later explained this to my husband and he told me that he did not have to do any of that and that he went through the front after signing in). When I reviewed the furniture there was a place on one of the shelves that the wood had been chipped off. I told the man that. He said that it is no problem. He then took a permanent marker and colored it in and told me I would not see it anyways because the front of the pier will cover it. Then he told me it was cheap furniture anyways so I need not worry about it. ***Ran out of space please review on Facebook for full review****

DE

Desirée Alleyne

NEVER AGAIN!!! LESSON LEARNED!!!!!!!! I really wished I had read all of the reviews before I even considered purchasing from them. My customer experience has been tainted by the lack of communication in regards to my furniture being delivered at the time slot of 7am to 11am yesterday 3/28. I received a call on 3/27 confirming my time slot, yay so exciting! ..... We were home all morning on 3/28 no phone call...no nothing...by 11:15am I contacted the Fredericksburg, VA store directly to find out what happened? I gave them my cell phone number to contact me directly as I was leaving the house......at 12:18pm they called the house phone to tell me the truck driver got into an accident or the truck broke down (which one actually happened?) and they were working to reschedule the delivery (which is fine) but I didnt get that message because I had to go into work at 12pm which is why I gave them my cell phone number. (Also lacking attention to details smdh) MY question is why didnt anyone call me between 7am and 11am to communicate this to me? Why did I have to call to find out what happened to my furniture as a paying customer that is just unacceptable and unprofessional on your company and online department. So I called again at 3pm to find out and was going on and I was given the run around and transferred to several departments to call because no one knew what was going on. (Help me!) Finally at 4pm I spoke to someone who told me my furniture would be delivered on 3/29 but didnt know the time slot and that someone would be calling me to confirm. No one ever called to confirm the time slot (This cant be happening!!!!)....... so at 10am today 3/29 I called to find out the time frame. The lack of empathy from their customer service reps is unacceptable. I was told that I had to call them because it was an online order???? How was I suppose to know that when I was told differently just the day before.... My time frame is 12-4pm today my husband is home all day today. I asked to speak with a manager but she was on a call so I was advised they would be emailing the manager to have them call me back on my cell phone that was at 10:15 am.....I have yet to get a call back...... probably because they have so many complaining customers to call back!!!!!

JE

jennifer mclaughlin

Well i went into the store last year with my mother to purchase a recliner because i have severe swelling in my legs and feet. At first the salesman was very friendly and the price started out at 600 dollars and then we had a power remote added and then it was almost a thousand dollars for what we paid. The guy then said "its furniture season" and delivery will take anywhere from two to eight weeks. " Ok great i thought. Well we purchased the chair in July of 2014 and didnt not recieve it until late October of 2014. It was supposed to be ready by the end of August/September. I kept calling and kept getting one more week, etc. Well it was then delivered in the wrong color. It came in a brown and was ordered in a gray. I was so desperate for a recliner I decided not to complain. Well over a month ago almost two months now the power remote stopped working off and on, I called customer service, they said a tech would call me no later than two weeks, never heard back , so last week I called and said I needed to email pictures of the chair which I did , never heard back, went in last week to talk to the store manager and waited over thirty minutes when they said it would be ten. Also several employees passed by me without asking me if I needed help, etc. The store manager said there was nothing he could do except email corporate and for me to keep calling them. I explained I needed it for medical reasons and asked if he could offer me a temporary chair until then , he said no. Also when I called customer service the lady on the phone said" You should be grateful to have furniture , that most people dont . " The service is rude , they dont care about customers at all, wish I had done more looking around then I did. Also way over priced for their furniture when others in this area have the same products for half the money.