Regency Furniture - Brandywine/Waldorf MD Ahmed - Store Manager Ripped Off. Refund Scandal. They sold our furniture BEFORE we even picked it up! Horrible Customer Service Brandywine, Maryland

Regency Furniture : 7900 

September 26, 2009:

Salesperson: Don floor manager

                        Purchased 3 sets of furniture table with 4 chairs with glass table top, gloss dark wood 6 pc bedroom set including bedframe, dresser w mirror, media chest, 2 nightstands & a couch and love seat navy blue with cupholders that recline.

                        One service guy told us they had no more navy blue couches in stock or anywhere because this model by Ashley Furniture was discontinued. Signature Collection.

                        Don told us that we could have the couch because no money had been put down to hold the couch even with the Sold sign on it.

                        All items were listed on the invoice. We put half down to hold all items including floor models and stocked items. We were given 15 days to pick up our merchandise.

September 27, 2009:

                        Called Regency to verify the amount of time we had to pick up our merchandise due to two different instructions on the receipt. The front says you have 72 hours and the back as well as the customer service reps said 15 days. We were confirmed that we had two weeks to get everything including Floor Model items.

September 28, 2009:

                        Called Regency and spoke to Ahmeed. Allowed us to extend our payment plan pay one on the 10^th of October and we had until November to pay the remaining balance.

October 3, 2009

        Refund receipt from Home Depot as proof of times and purchase

11:23am [called lasted 5:27] at Home Depot in Bowie, MD :

Called Regency to ask what size truck I should get to the customer service manager. In the mean time I was told my couch was not in stock. This same couch is the last one they owned and it was discontinued. This is the couch we also put half down and it was to hold the furniture. Regardless it was sold that night to someone else. After being left on hold and her talking to the salesperson Don she claimed a new couch had been ordered. She then continued to list off my other items. My 6pc bedroom set went from including all items to suddenly missing the two nightstands. She claimed they were not on the order form and not the invoice. I grabbed my invoice out the car and there it was 2 nightstands. She needed to call me back to she could go verify.

11:40am[called lasted 2:31] parking lot of Home Depot in Bowie:

 She told me they would have them deliver the couch. I told her we were at the truck place and needed to know if our stuff was there and if not, where it was and why we did not have it.  She said she needed to pull the invoice and find out why the nightstands were not in the invoice. She once again needed to call me back.

FORTY minutes later:

12:16pm[called lasted 12:32] At the Verizon store in AnnapolisMarylandHarborCenter

She called me back explaining that the couch was re-ordered, that someone came to purchase the couch with the full money, that our nightstands were there and we could pick it all up. I complained and said I wanted free delivery she said no because the couch was coming to the warehouse. I explained I was not making two trips to Waldorf from Annapolis. My boyfriend and I said forget it. So, I asked for a refund. She had refused, she became rude and unhelpful. I asked her to put a manager on the phone and this is when she explained she was the manager. I told her to give me to a supervisor or Don or the store manager.

After minutes of arguing she put Ahmeed on the phone. I politely re-explained the situation. He also did not help. He refused to give me a refund, even with a restocking fee. He was rude and made me feel at fault.

            They sold my couch, they messed up my invoice, they had poor customer service. My items were to be ready for pickup anytime between date of purchase and 2 weeks after. Instead they were missing items, hadnt called to notify us about anything, and were treating us unfairly. I told him I would call my credit card company and verify this charge as unauthorized due to no merchandise in hand and being sold to another customer.

He hung up on me after telling me over and over again how he could not refund my money the best he could do was make me pay nearly 300$ in delivery fees. I refused. He claimed they charged per item and that he was not going to pay. Which, we all know, Regency would be paying not him.

12:40pm:

 My boyfriend had received a phone call from Regency Furniture with a voicemail asking him to call them back. It was Ahmeed. He apologized for making me upset and offered delivery at 100$ instead of 300$. My boyfriend said he would not pay any more money, sign the papers or take the furniture [if it even showed up], without inspecting and putting it together.

After a lot of debating, researching and talking we decided this was an unsafe venue to be dealing with. So, I printed out copies of complaints similar to ours. I called my bank.

Monday October 5^th 2009:

7:00am : Called M& T Bank customer service line and spoke with Matt. I explained my situation and he saw the purchase. I explained we had no merchandise and found complaints. He is sending me paperwork to file a dispute and my account will have a credit put back to it in the mean time in 2-3 business days.

When I recieve my paperwork - I plan on filling it out that day and dropping it off to a local branch. As well as - giving them the printed copies of this, and alllllll the other complaints I found online. Especially the ones from this location.

Also - if somehow the furntiure does arrive - I will be taking photos of the truck, the workers, the way it is handled, as well as if it is even covered/protected furniture, if the parts are not broken and if it is assembled correctly - we will not sign the packing slip until the furniture is assembled correctly and it is all the right color - but either way - we dont even want to recieve anything but a full refund at this point.