ED Magedson – Founder
Regency Furniture Outlet7900 Cedarville Rd Brandywine/Waldorf, Maryland United States of America
My Fiance and I went for our second time to the Regency Furniture Outlet located just of Route 301, near Waldorf, Maryland. This was our second visit because we had a positive experience the first time we shopped there. We initially bought a couple sofas, and a Desk, which were manufactured by Ashley furniture. The prices were decent, the sales and support were good, and after purchase, we received the order in a timely fashion (within the 4-6 week period specified by the distributor Regency).
Our return visit we came to look for additional office furniture, including a bed, nightstands, coffee table, and some other furnishing to finish our living spaces. We also purchased some used or (damaged furniture) which was being sold at a reasonable discount.
This instance specifically revolved around the purchase of a long black buffet table, which was being sold as-is for damages. The piece was in relatively great condition with the exception of a small side which could be easily fix and replaced at no cost to us.
The day we purchased the bulk of the furniture, including the as-is furniture, we were offered the option to take the furniture with us that was on the floor. We could only fit two drawers and a cabinet at the time, and had to postpone taking the buffet due to lack of space. We arranged to have the buffet table, as well as the furniture we bought new, (bed, nightstands, living room set), delivered together at a later date.
The days passed and approximately 5-6 weeks later we were scheduled for delivery of the remainder of our order. The truck arrived, the workers were able to bring in and setup the furniture, professionally, but the order exluded the buffet table we had arranged for delivery with this shipment. The delivery guys explained in broken english that the buffet table was not available for delivery, and would have to be delivered at a later date. My fiance called Regency at this point to determine why the buffet table was not included with this delivery. There was no immediate answer, and we were informed that they would have to inquire internally and call us back. The day passed, and later that evening Regency called us to explain that the buffet table that we purchased was apparently sold to someone else, they apologized over-the-phone and asked my fiance to return to the store to discuss this and look at another similiar piece of furniture. My fiance complied and went back to Regency, where they offered to give her another newer piece of furniture for $100 more, but with free shipping for the new piece. The buffet we bought originally was purchased at around $300 since it was considered damaged. My fiance unwillingly complied and agreed to take the newer piece of furniture despite the fact that Regency sold it to someone else. For all we know, they possibly even profitted off the sale to someone else, yet they made us pay $100 more for another piece of furniture. Regardless of whether it was newer or not, the point was that we had bought a piece of furniture which they sold to someone else, illegally as far as I'm concerned, since it was no longer their property at this point.
We scheduled to have this new piece delivered around two-weeks later, and it was to happen on a Saturday. We were scheduled to go on vacation prior to this Saturday, and we cut our trip short to return home for the delivery scheduled that Saturday. Well, Saturday came and went, and no delivery. My fiance contacted a representative at Regency to complain that we had not been notified of the delivery that was scheduled for that day. The representative stated that there was a problem in their system, and that the delivery for that day was postponed. She said she could schedule it for the following weekend on Saturday, and my fiance unwillingly complied.
The next Saturday came and went, and there were no calls or confirmations regarding the furniture. My fiance and this point, frustrated, decided to go back to Regency and speak with a manager and demand a refund. We drove back to Regency, spoke to the supervisor (whose name I could not get), and he decided to argue with us about dates at this point. According to him, his computer showed that the delivery was not scheduled for that day, but the following weekend. My fiance told him that she just wanted a refund at this point, and he was about to contest it, however I jumped in and demanded a refund. To which he responded rudely to me, and told me he would be willing to fight it out in court, if it was to come to that. He then refused to speak to me further and went back to speaking with my fiance instead. She insisted on a refund and he complied finally.
To be honest, this was the worst customer service experience I've ever had with any company. Frankly, I can't believe how rude the supervisor was, nor the fact that despite all the issues we had over this, not once were we offered so much as an apology for any wrong-doing. My fiance will never shop with Regency again, and I will tell my friends and family about the negative experience we had with them.
This report was posted on Ripoff Report on 04/14/2010 04:35 PM and is a permanent record located here: http://www.ripoffreport.com/r/Regency-Furniture-Outlet/BrandywineWaldorf-Maryland-20613/Regency-Furniture-Outlet-Poor-customer-service-failure-to-deliver-goods-selling-goods-a-593315. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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