Regency Furniture

Note that the initial delivery men were nothing short of professional

I am writing to express my displeasure with Regency Furniture’s delivery service. Before I begin, I would like to note that my experience in the store (Capitol Heights location) was without any issues. I have also purchased other items from Regency and Ashley over the last few months without incident.

However, things quickly changed once the purchased item was delivered. There was a crack in the headboard which we did not see until after the delivery men left the house. We quickly notified the dispatch center shortly after the delivery.

I took pictures of the damage to the headboard, sent the images to an email that bounced the images back, and then I had to text the pictures to ensure they were received. Soon thereafter the pictures were received and reviewed and a date was subsequently set for re-delivery. I initially worked with Ms. Breanna on this issue. Note that the initial delivery men were nothing short of professional, they did not remove the headboard and frame from the box but instead worked together to bring the items up to the third-floor bedroom to set up the bed. There was no damage to my home at this time.

Fast forward to the re-delivery date. The delivery men showed up after 7:30 am on the delivery day. I told them what needed to be replaced and the driver came up to the bedroom and began to dismantle the original headboard. The other delivery person removed the headboard from the box and proceeded to bring it into my home.

The headboard was not in the box, not covered with a blanket to protect the edges and instead was exposed and only one person brought the headboard in. They did not work together to bring in the headboard. I watched him bring it from the first floor to the second. However, I sat down and saw him begin to climb the second set of stairs to the third floor.

I heard a thud and then movement continued up the stairs. They assembled the headboard to the frame and called me up to see the finished product. As I walked up the stairs, I noticed damage (a hole) in my wall. I told the driver that the hole was not there previously and that the damage was done while they were in my home.

The damage occurred when the other delivery person carried the headboard by himself and not covered which would reduce the risk of causing any damage to my property. He immediately denied any wrongdoing and I asked the other delivery person if he caused the damage to which he replied, “No!”. I was very upset and immediately told the driver that it was either him or the other delivery person that caused this damage as the hole in my wall.

In addition to the damage caused to the wall in my home, there were also scratches on the headboard. I refused to sign the yellow piece of paper or speak with the dispatcher as I was displeased with their service and lack of professionalism about the issue. The driver instead told me that I was lying and that the damage was there before they came in, which is not true.

It makes no sense to me why I would lie about what happened. There was no hole before they entered my home and after they entered my home a hole appeared. I told the driver to have the dispatcher call me directly so I can speak with that individual about the situation. I did not want them back in my house. The damage was already done at this point.

Soon after they left, Ms. Ashley contacted me to inquire about what happened. I explained to her the situation and told her about the damage to my home. Again, I was asked to provide pictures which I did. I asked to speak with the manager and a few days later, I called and spoke with Ms. Sherri who helped to reschedule the delivery date.

However, I needed to sign the yellow paper as advised by Ms. Sherri. Ms. Sherri also told me that Jacyintha would address the damage issue. Jacyintha was of no help and only gave me a lackluster response about the situation regarding the damage. Note that I also sent pictures of the damage.

On May 23, 2018, I went to the Capitol Heights location and signed the form and included a statement of what transpired on the delivery day. I heard nothing from that point on until I called on June 4, 2018 for an update on the re-re-delivery of my headboard and to also get information on the damage that was caused to my wall.

Jacyintha contacted me to tell me the same exact story she told me on May 23, 2018. I was not satisfied with her response and I am disappointed with how this issue was handled. Today was the re-re-delivery date (June 8, 2018). I was adamant that I did not want the same delivery men from the second delivery to come to my home. There was a new set of delivery men today.

They were professional, worked together to bring up the headboard, and also heeded my advice and covered the headboard when they brought it into the house and also when they took the damaged headboard back to the truck. Much, much better this time around. However, my wall still has a hole.

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13 reviews on Regency Furniture

  1. Regency refuse to take any kind of responsibilities for their drivers.

    Bought furniture from Regency ,it was delivered on a Sunday afternoon the delivery team were Mexicans could not understand anything they were saying ,after they left my IPad was missing made a police report and contacted the company the next day,

    I was told they would contact the warehouse of course didn’t hear from them kept calling and finally was told by Regency that they did a full investigation and was told the delivery team said they didn’t take it, tell me what fool is going to say I took it, just waiting for them to turn it on because it has a locator on it.

    Please do not leave them alone at any time I was upstairs watching them and one was downstairs ripping me off. Regency refuse to take any kind of responsibilities for their drivers.

  2. I am pass pissied about this.

    I went in to the store to look at mattress and the sale man sold me 2 set and a bed and told me it would be days that was on the. So when I called the first time to check on delivery they gave they said it would be the 9/18. I asked why and they told me the saleperson should have never told me 5-7 days.

    I said ok no problem so when the 18th came no one called to tell me anything. I called and they told me it would be the 24th I ask why no one called to tell me this I was told that they don’t call to tell you your order is going to be late. Now here it is the 26th and now i’m being told that it will be the 10/1 before they even get the furniture in the warehouse. I am pass pissied about this.

  3. Thanks and I look forward to working more with her in the future.

    I was at Regency furniture this evening searching for a new dining room table and chairs. Bili was a great, no pressure, and pleasurable sales associate. She ensure that I was happy with the pieces that I picked out and made me a price offer that I could not resist. Thanks and I look forward to working more with her in the future.

  4. We bought bedroom furniture.

    If you go here go to Allegra. She was the best Sales rep that helped me and my son. We bought bedroom furniture.

  5. I have been having a hard time finding furniture for my new apartment on a budget.

    I have been having a hard time finding furniture for my new apartment on a budget. Every place I went wasn’t willing to work with my budget but wanted me to run my credit but when I came to Regency I was able to find everything I needed.

    It’s a little bit overwhelming by how much furniture is everywhere but it’s very organized. The salesperson who had helped me was very friendly and put all my worries behind. She was able to listen to what I was looking for and I told her my budget and she was able to show me things that were in the price range.

    When it came to check out the ladies behind the counter were all so friendly and greeted me with a smile. Once I was done to my surprise all my items were in stock and I was able to schedule delivery for next week. As I was walking out the manager came up to me and personally thanked me for coming in.

  6. Shop here at your own risk!

    Shop here at your own risk! The in store staff was nice and courteous. Choosing and paying for the furniture is the easy part but everything goes downhill after. I made a purchase on October 9th for a bed frame and mattress. Its January 2nd and I’m still waiting. I call the store, I’m told to talk to customer service. I talk to customer service, I’m told to wait. Each call is wait, wait, wait. I email customer service, no response.

    Then after months I’m told my purchase was a special order and takes 12-14 weeks. Regency Furniture has poor customer service. They care nothing about the satisfaction of their customers. Communication is lacking with this company. And when you do get a response from them, the response is to wait.

  7. I really like a lot of what I saw and I was interested in furnishing my new place.

    I really like a lot of what I saw and I was interested in furnishing my new place. I placed an order on . I was told that the merchandise could take 2-6 (which was fine), however, I was also told that all of the merchandise could possibly be in by the 29th of December. On the th of December tried to call the Capitol Heights location but the phone lines were down.

    On Dec 29th i called the customer service number and got routed to your Largo location. i spoke with a lady named Sherry at your Largo location and she informed me that the phone lines were down at the Capitol Heights location. I tried to see if she could look up my information and she told me she could not.

    I asked her for another number or email address to someone who would be able to help and she said that she could not help me. I was trying to get an update on my order and she made it seem as if there was nothing she could do.

  8. the worst customer service

    I just had the delivery personnel come to my house, in Southeast Washinton, and had the worst customer service. The supervisor of the group was less than professional, telling me what he would not do, and that he could not deliver my sofa in the house.

    His behavior was less than professional and all but pissed me off. He kept telling me that we do not lift furniture up over anything. He said that the sofa was to big to get in the house. Lies, I had bigger fruniture delivered by Marlo Furniture and never had an issue from them getting the furniture in my house.

  9. HORRIBLE, HORRIBLE, HORRIBLE!!!

    HORRIBLE, HORRIBLE, HORRIBLE!!!!! DO NOT GO TO THE CAPITAL HEIGHTS, MARYLAND LOCATION!!!! The Sales Manager Dave is very very rude. After waiting 5 weeks to have my daughters bedroom furniture delivered, I called to check on a possible delivery date and he was very unprofessional and argumentative over the phone, and acted as though I shouldn’t be calling (NOTE: we paid for the furniture in full the day we purchased it).

    Instead of being nice and accommodating…..He quickly suggested that I get a refund since I didn’t want to wait for the furniture to be delivered. At that point I made my mind up to do just that, especially since most salesman NEVER suggest refunds to a customer, in their line of work. This was a clear sign to me that he is not a good sales manager AT ALL!!!!!

  10. I am shocked by the way I was treated by your salesperson Mitch at the Capitol Heights location.

    I am shocked by the way I was treated by your salesperson Mitch at the Capitol Heights location. When I first arrived in the store this past Saturday, he greeted me at the door. He told me his name and said that if I have any questions, to let him know. I thanked him and said I will be looking around today for bedroom sets. It didn’t take long before he was following me around the store — literally.

    It actually made me feel very uncomfortable because he was so close behind me and disregarding my personal space. He ended up speaking and asked if there was something I liked. I told him there were a few bedroom sets that I’m interested in but I’m still looking to see which one I wanted to actually buy based on my budget and the size of the furniture. He said OK then went away.

  11. He's a true asset.

    I take great pride in being in the service industry. Taking care of people is my profession. Taking the time to review a sales encounter provides valuable insight. I truly enjoy commending positive service. I rarely send negative reviews.

    My experience at the Largo Town Center location was both positive and challenging. Loren Martin was superb. I have never seen anyone that determined to close a sale. He showed commitment, flexibility and forethought to get the job done. He’s a true asset.

  12. I ordered a sofa, coffee table and chair from Regency on line over the past few months.

    I ordered a sofa, coffee table and chair from Regency on line over the past few months. When Regency delivered the sofa and coffee table the delivery crew damaged the wall on my stairwell and it needs to be patched. When I asked the head of the delivery crew about getting it fixed, he denied it and lied to management about it.

    Even though one of the other men on the crew apologized for damaging the wall. When I filed a complaint with management they denied it because they believed the delivery crew. I like Regency furniture, but will not order from them again.

  13. The reason I am giving it only two stars is because Danny the manager saved the experience.

    The reason I am giving it only two stars is because Danny the manager saved the experience. I have been to the store is Largo a couple of times and I have never been served well. I thought going to the new store in Capitol Heights would be different but I was wrong. The sales person, not only didn’t seem to care about our needs but was rude.

    I asked him a question about discount and he literary said “why are you even asking”. Ugh, I was about to leave when the manager came and tried to ease the situation. I ended up buying plus a got a discount for my experience. I recommend the place but watch out for the sales people. If they are rude, walk away.

Ritchie Station Court 1859
Capitol Heights 20790 MD US
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Reviews:13
Reported Loss :100 $
Severity of Scam :Extremely Low
Reported by : anonymous
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