Regency Furniture — Attraction in Langley Park

I ordered living room furniture from the Langley Park location in early July. Some pieces needed to be ordered which took a month (no problem and expected I was informed pieces needed ordered). When all pieces were in the warehouse I received a call to set up delivery. I informed the young lady that I live on the 4th floor. She then asked for the number of the flights of steps and I told her 3. Delivery day was 8/9/19. Dennis Guzman and another guy came to deliver the furniture. Dennis became upset and rude when he asked about an elevator and I informed him that there wasn’t one. I told him that was explained when the delivery date was scheduled. Dennis refused to bring the furniture up to my apartment. He stated that I would have to give him “more”. I asked if he was asking for more money and he said yes, that he needed a tip because it was hard work. Unbeknown to me there is a 3 floor policy. This was later explained by customer service agent Emerald. I had already paid for delivery ($130) so if there was an additional fee per their policy I would have agreed to pay at the time of purchase. No such fee or policy was explained. I explained to Emerald how unprofessional Dennis was and how his demand for more money was unappreciated. Emerald stated that she can not force the delivery guys to delivery the furniture and that it was up to me to “work out a deal.” At this point I was disgusted with the service received and decided to cancel the sales contract since I still had not received the furniture and the proposed side dealings was shady/suspicious. I contacted customer services and was told that the furniture would need to be scanned back into the warehouse before I can cancel and that I had to go into the store to cancel in person. Later that evening the customer service agent called me to confirm that the furniture had been returned to the warehouse that evening and that I can now go into the store to cancel. 8/10 (Today) I went into the Langley Park, Md store, same store I made the purchase, to cancel the sales contract. I explained all the above and that I was no longer interested in doing service with the company. The customer representative (possibly the Manager) Victor stated that there would be a 30% charge to cancel since the purchase date is 7/7. The terms and conditions on the sales contract states that the charge is 10% if it’s been 72hrs after purchase. In addition, there is an exception for customers who schedule a delivery. Since I had to schedule for delivery I told him that per the terms the 72hrs didn’t/don’t apply until delivery is made. Provided that no furniture had been delivered and the scheduled delivery date was 8/9 I was within the 72 hr time period to cancel. I also told him the contract states the charge is 10% (when applicable) and not 30% as he stated. Victor asked me where on the contract did it state that. I proceeded to read the first paragraph which contained the cancellation terms. At this point Victor told me to get out the store and that he would not cancel the contract. I then demanded that he cancel the contract and stated that I cannot be forced to pay for items I never received or forced to do business with Regency Furniture. Victor then told me that he was calling the cops if I didn’t leave. Not only has representatives of Regency failed to provide good customer service (with the exception of the young lady who confirmed the return of the furniture) I was threatened with the police for requesting that a sales contract be cancelled per the terms and conditions provided to me by Regency Furniture in writing. I would give this place 0 stars... I’m only giving one star so that I can...

The first purchase we made went fairly smooth. The second one has left a bad taste in my mouth. My girlfriend her daughter and I went to Langley Park Regency to get her daughter Jazman a bedroom set. We stood at the bedroom set she wanted and discussed getting "that" bedroom set for Jazman. When the delivery came it was some other bedroom set.

We got the Manager Victor involved. In addition to being condescending, he told us if we wanted the set we wanted we would have to pay an additional $500. Thomas put down a different bedroom set than what we choose and to justify his ineptitude said my girlfriend and her daughter discussed it the evening before (which was completely irrelevant because it wasn't what we discussed or agreed to purchase on the day of the purchase). Victors other alternative was to refund our money minus a 30% cancellation fee. He justified his actions because the item numbers Thomas put on the invoice was for the other set we did not agree to buy, but since "that's " what was on the invoice then, "too bad, you signed it so that's what you got." (Like we were supposed to know a 9-12 digit number represented the set we didn't discuss that day.)

We took it in good faith that Thomas listed the furniture we discussed and agreed to purchase. Victor is a crook and Thomas was unprofessional not even to apologize for an error on his part.

Pauline repeatedly called their customer service who suggested she write the board of directors, which she did only to have her letter returned a month later because no one at Regency would sign for the letter.

As it stands, we are going to end up forking over $500 more because 2+ months later we still have been unable to get any amicable resolution from their customer service who doesn't do anything but give lip service and Jazman still is without a bedroom set. I spent $2500 with them prior to this incident and Paulines boss had spent in excess of $3000 furnishing a company apartment. They do not appreciate our business and although we don't have much choice but to deal with these crooks one last time, after this, we will NEVER go to Regency again after the way we were treated.

Don't bother telling me to contact customer service. Been there, tried that. If you don't like bad reviews then you should have dealt with the issue when we first brought...

I was greeted by several employees when entering the store. I let them know I was going to look first and then let them know when I needed help. After a few moments of looking a salesman by the name of Tom D. began a conversation with me, and said he would assist me. I continued my search with some assistance from him. During this time I noticed he sat down a lot and began to use his phone. This did not bother me as he is an older man. However.... once I began to make decisions and needed his help it became evident that I would need to be very clear about what I wanted. I needed to have both items I chose to be delivered and I wanted a six month interest free type of account. I have great credit and knew this was possible. However, tom had me filling out an application for a program called Snap. And it was after filling it out and dealing with a young lady cashier that I was told it was not interest free. Again I had to call out to Tom who was again sitting down and using his phone. I told them this was not acceptable. The young lady suggested I go thru Synchrony which is good as I have an account with them. Next blunder was the delivery of the two items. I had chosen one off of the floor and one from the warehouse. I was NOT told that the floor item could not be delivered. When I was told that they would call me on Tuesday to let me know of delivery dates, I was under the impression it would be both items. Tuesday there was no phone call , so on Wednesday I called and spoke to the young lady again, I got such a run around of excuses that I asked to speak to the manager, after holding for a few minutes I was told he was not available and was given only his first name. I was finally told after many questions on my end that I would receive on call on the 23rd as to a delivery during the week of May 3rd or after. I came very close to cancelling this whole procedure, due to the blunders I seem to be experiencing. I did ask that I receive a call from the manager and that will remain to be seen whether he calls me back. You asked for an honest review, now...