Regency Furniture — Local services in Forestville

On Friday (2/28/25) I wrote this complaint. Good Afternoon, I purchased 19 items from Regency Furniture on 2/14 and 2/15. I was in the process of purchasing a new home. On Invoice #422500296 the sleeper sofa and my bedroom suite was scheduled to be delivered on 2/26/2025. The delivery drivers convinced me to take possession of the full bedroom suite since the couch couldn’t fit in the basement so that I could be refunded. Please note that the drivers did not try the back basement entrance. They only tried the front. I took possession of the bedroom set and immediately called the store. My sales person convinced me to come back in for reselection that evening. I did and although nothing was in stock, 3 different salesmen searched online for availability of a better sized sleeper sofa. When they couldn’t find anything, I proceeded to the cashier for a refund. She explained that the manager had left and she couldn’t process it without him. She further explained that it would have to be restocked and appear in their system and to come back Friday. I am now in the store and the manager DERRICK first tells me that he can’t do a refund at all. When I threatened to let my American Express holder take over for unreceived goods, he then starts talking about a restock fee. I then question the part of my ticket regarding my service plan for this item. He claims that there are no charges to be refunded regarding this. The manager Derrick also accused me of not giving them the opportunity to correct the issue. Luckily my sales person was standing there to attest to me calling and coming in trying to find another product the same night. I was clear about when I needed delivery because of house guests coming in town. Lastly, please note that I still don’t have my dining room set from Regency yet. I am disturbed that the manager is trying to hold on to my funds instead of establishing a long term relationship. He actually said that corporate has to approve my refund.

As of today, 3/6/25, $53 is still owed to me as it was processed as a pre authorization, not a refund. And I still haven’t heard from the untruthful manager who stated that he would be sending a request to corporate regarding my issue with the restocking fee to see what could be done.

Note; the email addresses posted to voice concerns, that sit on the counter of the store...

To begin with, I had an extremely disappointing interaction with Ashlee, a corporate sales associate at Regency, Capitol Heights, who, in my opinion, is not properly trained for her position. It was clear that her priority was making a sale for her commission rather than ensuring customer satisfaction or meeting my needs. I specifically went to the store looking for a full-size bed frame. I was shown two options that I liked. One was not available in full size, and the other Ashlee assured me was available in full and ready for the next day of delivery. Based on her assurance, I made the purchase. However, it turns out that the bed frame is not the same design in full size—something Ashlee failed to mention. It is clear that she did not understand or properly check the store system before making the sale. This is unacceptable, as it demonstrates a lack of product knowledge and poor customer service. It feels as if she simply sold me the item to make her commission for the day without caring about whether it was the correct product. I am very disappointed and feel deceived by this experience. I expect Regency to take accountability and ensure that staff are trained to prioritize the customer—not their commission. What's worse is that after knowingly selling me the wrong item, she had the audacity to ask me to leave her a review (because they pay her for that review), fully aware that I didn't get what I actually wanted. Thankfully, I didn't waste my time writing it—she wrote it herself, which is outrageous.

Ashlee did absolutely nothing to help and clearly lacked any sense of understanding or customer care. This entire experience was...

Unfortunately. the sales man at Regency tried to take advantage of me. Not telling me the true price of items and trying to make me purchased more items than I wanted. He clearly did not know what the items and packages in the store. He told me 3 items were a certain price. The third item, I did not want, but only took it because it was part of a deal. When is manager come over and clarified this, he did not tell me. Only because when we started breaking down the total price, was it clear "the math was not mathing." He basically was charging me for the item I was told was part of the package. Then, he told me the 5 year protection plan was fully refundable if not used in 5 years. Not true. Its refundable for store credit. Only learned that I because I read the fine print! Then after still purchased the couches and I thought I might have to cancel my purchase, I called customer service to see what the process would be. The call center rep told me I would have to go to the store and they would only be able to issue me store credit for my purchase. Once again, I then reviewed my paperwork and the fine print..low and behold, i'm able to get a full refund if done within 2 days before delivery. I am not impressed with Regency right now, and it not for the fact I really like the couches, I would cancel my purchase all together. So be warned and pay attention when...