This was the letter I sent to regency furniture and the better business bureau. I hope you find this helpful and know Regency Furniture is bad news! Do not ever spend your money in this dump! YOu will never get your problem solved, and you will constantly get rude and unhelpful individuals.
04-29-2012 Initial purchase date
05/30/2012 Received new table/sectional
05/31/2012 Noticed damaged table 1 day after they brought new furniture, sent picture to regency, I was told it would take 5-10 business days to contact me back. And parts had to be ordered (Damaged on side of the table bottom)
06/01 Sent picture of damaged table (upon delivery)
06/11 Customer service called back to speak and schedule damaged
07/19(approx) called regency to deal with problem on broken table/couch issue
07/20(approx) returned regencys call to deal with problem/ no issue found still/asked to send pictures this time
8/17 Sent pictures, was told someone would contact me the following day, sent email to Sherry/Kelly. Was told specifically that Kelly was working the Saturday following (8/18), that she would see my pictures in the firstname.lastname@example.org as well copied sherry on the email. NO CALL back on Saturday.
8/22 no call back as of yet, called regency that morning around 9am, got passed around between at least 3 different people. I was then told that if no one called me back by the end of the day to call before 4pm because thats when they close. Originally I was told no one had received my pictures, and I needed to send them again. Obviously I was furious at this point that someone couldnt have called me and kept me informed. THEN come to find out, my pictures were there but no one had bothered to call me back (Keep in mind this was the following Wednesday (8/17 sent pics-8/22 called regency) that I WAS CALLING TO FOLLOW UP WITH THEM!) Like most other normal human beings, I work an 8 to 5 shift. I had to take time out of my work day in order to call and deal with this!
I had been again bounced around 3 or more times, back and forth from sherry, and to say the least your phone system needs to be redesigned if not your entire customer service department. I was on hold with sherry so she could contact the people that have the parts, when someone else picks up my call and asks as if she knows nothing about my order. I AM LIVID by this time, I told her I was not explaining this again and that I was holding for Sherry and she was helping me. She then asked me to hold a second, came back on the line and told me sherry was on the phone with someone else. I told the lady, yes sherry was on the phone with that someone else for me, and I will continue holding. THEN someone else picked up the phone, and told me sherry had left for the day!
I WAS ABSOLUTELY FURIOUS at this point, beyond any frustration I had ever experienced. I told them that I will want to speak with Sherry and if she was not available then I will speak with her supervisor. I was promptly told the Customer Service supervisors leave at 4pm when the department closes, but they would see who they could find. I was asked to hold and was on hold for 45 minutes or more until I finally hung up because I had enough at this point. Obviously, the only person I do not fault in this situation is Sherry. Im not sure how the call got routed to others but she was eventually working on my solution (do not overlook the lack of poor communications with the customer).
Had this only taken 5-30 minutes I would have found that reasonable, but after an hour and 45 minutes spent that I should have been working, being on the phone with such incompetent and unfriendly people. Eventually, on my way home from work, after the frustration is boiling over, Sherry calls me back, and tells me that the parts will be sent to my house, and then I am to call ASI (I believe thats the name of the service company) when they arrive and they will be sending a purchase order over to the company so I can get that scheduled. Obviously, I just dont give care at this point, and want my table fixed .Well low and behold, not at all to my surprise, I have not had any contact from anyone since the purchase order was sent on (August 24th and Im being gracious thinking it took a couple days for paperwork).
AS SOON as I received the part, I called ASI 3 times so far, left 3 messages and have not gotten a phone call back EVER, or anything to my husbands cell phone number if they couldnt reach me. This is absolutely off the wall ridiculous. I have never seen such a level of poor customer service in my life. I manage a customer service department for a living and I know if any of my employees ever treated a customer in such ways, they may not be working for our company any longer. This being said I want to know what you are going to do about this situation. I will NEVER shop at Regency Furniture ever again, and I will make sure anyone that I know will be informed about this HORRIBLE and less than desirable treatment of a customer let alone a human being. Today is now 9/10 and I STILL have received not one single follow up phone call from either company. I cant even express how disappointed I am with your services, and I will make sure this information gets to the better business bureau and whomever else it needs to in order to receive some level of customer service.
I have contacted the better business bureau on this issue, and more than 3 months later I still have no resolution.