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On 5/30/15, I placed an order and paid cash for the following items; leather sofa and side chair and a 5 piece dinette set. Several weeks later, I placed a second order which consisted of 2 end tables and a cocktail table. The order was scheduled to arrive today which is July 9, 2015. There were 2 males who arrived at my home. They had difficulty getting the couch through the door. At the same time, the maintenance supervisor was present completing some work in my home. He observed both gentlemen struggling and offered his assistance. Unfortunately, the couch would not fit at any angle. The gentleman asked if the supervisor could remove the hinges off of the door, hoping the couch would fit. The request was denied, however, the maintenance supervisor stated the company could remove the door at their own risk, but it must be reinstalled as it was upon their arrival. The delivery man declined. After several more attempts, the gentleman tried to extort money from me stating, "If you pay me additional money, I could bring the couch in the back and lift it over the balcony!" I was surprised and felt intimidated because I had paid for delivery and it was never mentioned verbally or written on the contract that additional monies would be collected if a situation as such occurred. I immediately telephoned the Glen Burnie store from which the purchase was made. The purpose of my telephone call was to report this suspicious activity. The manager, Mr. Pete was not working today and no other staff had a resolution. The gentleman became nervous and frantic when he realized I was reporting his illegitimate behavior and immediately made a telephone call to the warehouse. He forcefully handed me his phone and demanded I speak with the supervisor identified as Mr. Dana. His presence made me feel uncomfortable, so I put both of our cellular phones on speaker. The gentleman's phone was placed on hold and I continued my conversation with clerical staff who stated I needed to resolve this matter with the warehouse because it was a delivery issue. The gentleman was on the phone speaking with Mr. Dana, who then instructed him to hand me the phone who instructed him to give me the cellular phone because they had spent too much time at my home. Mr. Dana further stated they had spent too much time at my residence which would make them late for their next scheduled appointment. I began speaking with Mr. Dana who spoke in a cold, harsh unsympathetic manner. He rudely stated that I had to take one of the following options: Have the furniture returned to the warehouse, return to the store for a refund and repurchase the item as a floor model which would eliminate any delivery charges; have his crew leave the couch in a storage or shed and have friends and or family members attempt to get the couch in the home (eliminating his crew from completing their part of the signed contract);The final option was to allow the gentlemen to remove the plastic and cardboard protecting the couch which added extra wwidth and have me sign a waiver for the company to accept any possible damages such as scratches, marks or any unforeseen liability issues. I opted not to accept any of the aforementioned. Mr. Dana instructed his contractors to return the couch back to the warehouse. When I inquired why couldn't they bring the couch through the balcony as suggested by his staff, Mr. Dana dismissed the idea and demanded I return the phone back to his staff. They spoke for a minute or so and the gentlemen exited my home, never returning. While there was a dispute about the couch, they also refused to deliver and set up my 5 piece dining room set and end tables. I immediately telephoned customer service at (301)782-**** and requested to speak with the CEO. I was told that there were 4 managers on site at this location and they were identified as Shannon Henson, Eloise Battle, Jermaine Whitfield and Sherry Robinson. I couldn't have been so unlucky to speak with Ms. Jermaine Whitfield. She was short with her words, raised her voice throughout the conversation and simply told me I would have to deal with the warehouse regarding my issues. Ms. Whitfield was very unprofessional and offered no resolution. I became frustrated and requested to speak with another manager, hoping there would be a different outcome. Rudely speaking, Ms. Whitfield stated no other manager was available. I kindly asked her to have Ms. Henson return my call. Approximately a hour passed and there was no return call. Again, I telephoned customer service and requested to speak with a manager other than Ms. Whitfield. After being placed on hold for several minutes, Ms. Whitfield comes to the phone. She never stated she was working on a resolution to have my furniture properly delivered without attempting to extort additional funds in which delivery was included in my contract. I suspect the gentlemen would split the money had I complied. Ms. Whitfield stated she would have Ms. Henson return my telephone call by the end of the business day. I asked for Ms. Henson's direct number and email address, but Ms. Whitfield reported it's against policy to provide that information. She further stated the only other option is to mail a letter to the headquarters addressing my concern, and someone would contact me. She was unable to give a specific timeframe on how long this process would take. This simply displayed a lack of concern in resolving a customer's concerns. At that point, I could no longer deal with her nonchalant attitude and simply hung up the phone.

The entire day went by without one single person reaching out to me to discuss this horrific incident. The maintenance manager came back to my home because he could see and hear my frustration. He was in awe that they were not prepared for this delivery and the attempt to extort monies when he could have used an alternative route to get the couch in the home. Most disturbingly, he failed to deliver the remaining items of my order that was paid in full. Mr. Abdul Ayyad, owner of the Regency Furniture, I hope you or your designee review these complaints on a daily bases to see the daily operations of your company. I met you at the grand opening of the Glen Burnie location and you were excited, energetic to revamp your brand and make wonderful changes for your companies. You further stated you have an "Open Door Policy" with your staff and customers could contact you if they were presented with any problems. And that's why I feel the need to reach out to you. In fact, that evening, I purchased a bedroom set and paid nearly $8,000 in cash. My most recent purchase was over $3,000 and was paid in cash as well. However, I'm unable to get the items I paid for. By bringing this to your attention, I'm hoping this can be resolved immediately. Most importantly, your employees and subcontractors are in great need of a refresher training course in specific areas; professionalism, ethical practice of delivering products, communicating and the ability to brainstorm for problem resolution. Please note, this is my initial step to come to an amicable resolution. I will continue to take all necessary means of action to hold your company accountable. If your staff continues to display dishonesty your pristine reputation will be tarnished. Please resolve this matter in a timely fashion.

Reason of review: Problem with delivery.

Monetary Loss: $3500.

Preferred solution: Deliver product or service ordered.

Regency Furniture Pros: Sales manager.

Regency Furniture Cons: Delivery process.

Location: Glen Burnie, Maryland

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Anjolie Hia

Both Regency and Ashley, owned by the same person, are selling junk furniture. You will be better off buying off from the Internet at a much better price and quality.

Guest
reply icon Replying to comment of Anjolie Hia

The Owner is Abdul Ayyad who has been sued a number of times by his own employees for discrimination and cheating. He is also cheating consumers by selling furniture that doesn't last very long.

Guest

Anonymous take my advice and take your business and money somewhere else where you will be treated like a customer and you won't get robbed.

Guest

You are not alone with bad customer service, lack of professionalism and down out right stealing. I am out of $145.00 that Regency owes me for furniture that I ordered only to be told it was discontinued yet I was making payments. I have never dealt with such crooks in my life Tim Avi, David and Adrianne, Elizabeth in the Waldorf, MD location are all liars and crooks the whole operation is satanically driven.

Guest

Wow. I hope to get my niece a children's bedroom. Many thanks for the added insight; I certainly don't need a headache from good intentions.

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