Regency Furniture Largo MD Poor customer Service and Poorly Made Furniture Largo Maryland

Regency Furniture Store-Largo MD:  Purchased a dining room pub height set along with the insurance offered less than eight months ago from today (7/23/15).  Within two months (not using the set yet) the front foot railings broke on two of the chairs along with the side foot railing. Upon closer inspection, the remaining chairs foot railings were loose.  After calling the protective insurance policy, I was informed the insurance cannot be used because it was too soon.  The policy is not active until after one year of purchase.  When I initially called (301)781-3800 to report the damaged chairs I was never asked the typical customer service questions.  I was called a liar and told I was being recorded because the chairs were not broken (but how would they know).    I was told by customer service the replacement policy does not cover the foot railings along the bottom of the chair. 

When I questioned and asked then why are the railings there I was told they are there for decoration.  After calling repeatedly 301 781-3800 (Waldorf MD) and the store 301 333-6412 (Largo MD) I eventually spoke to a manger that was just as bad as the non-manager.  She told me she was going to play back the conversation to show I was lying although there was no recording or notice that the telephone conversation was being recorded.  Go figure.  I was eventually given the green light to replace “only” two of the six chairs.  Four months later I have yet to receive a call that the chairs are available for delivery.   I just emailed the company again to report another chair has broken.  I am truly fed up with how Regency furniture is made and how their customer service is.   

I have repeatedly reported to 301 781-3800 that if someone falls from the chair due to the weakness, it will be Regency responsibility because of their lack of customer service, poor craftsmanship, and lack of management sensitivity training, and escalation of trouble tickets.  To date, I have not been contacted for delivery.  I reached out to Regency again and here is the latest conversation:   My email to them 6/29/15: “Good morning:  I have left numerous emails regarding updated information for the replacement of my dining room chairs and I have yet to hear from anyone.  Can you provide me an update as to when I will receive notice that my chairs are ready for delivery?  It has been since March 2015 and I have yet to get an honest reply.  Thanks you.”  Their email to me 6/30/15: “MS XXX I told you this was a special order item and it was going to take a long time I don’t know why the store didn’t tell you the eta is 08/15 to the port then it will be sent to our main warehouse where it will be sent out to you.  The store will give you a call.”  I have photos and numerous emails where I have tried to get this resolved since March 2015. 

I would not recommend anyone to make purchases from any Regency store until Regency starts to resolve customer complaints in a timely manner.  The dining room set purchased was for six chairs to be used during dining not three.  If anyone can provide advice I would appreciated it.