Regency Furniture — Local services in Hagerstown

Where to start? This was not only the worst experience I've had in a furniture store but probably the worst sales experience ever. I had stopped here after already scheduling furniture from Value City after seeing a sign for 60% off. Initially I was glad I did as I found furniture I liked better and paying a better price. I had told them before we started that I had an order at Value City that was already scheduled for delivery and needed them to meet the same timeline they already had before I would cancel that order and commit to them. During the entire transaction I was assured MULTIPLE times my timeline would be met and I would be taken care of. I ordered my bed set and living room set, my living room set would be delayed but it was also at Value City so I was ok with it, but the bedding set I needed on August 20th as I had other things being installed and took off already. I was told the furniture should be in warehouse by August 16 so that shouldn't be a problem at all. I had called all day August 15th and 16th without an answer whatsoever. I called the Frederick Store and was redirected to Order Support. When I spoke with them I was told my order wouldn't be ready until August 26. When I was finally able to contact the store I found out my dresser and nightstand were at the warehouse but now the bed is delayed until November. They offered me the floor model and told me I had to come pick it up. When I arrived they refused to discount the floor model and in fact had charged me $330 for the floor model when my deliverable bed was only at $209. They told me that the dresser and nightstand would be delivered on August 26 with the living room set, and I told them this is not what we discussed and would not be acceptable. I needed the furniture on August 20th. They had the nerve to charge me another $90 for a second delivery (Value City offers this service complimentary with the white glove delivery, and they knew that and was told they would work something out). They didn't reimburse me for having to come pick up the bed or reduce the delivery charges since I had to pick up and set up myself. Before I left the store for the second time I was assured that my bedroom set (which I paid EXTRA to have delivered on time) would be delivered August 20. I called the store August 19 to confirm time only to find out that they never scheduled the delivery. When I called they said there was nothing they could do and the next time I could get delivered was Saturday August 24 (the day I am moving). I requested first thing in the morning as in order to get other things in my room I need that furniture to be in place. They told me I'll get whatever time they can get it and it could be up to 8:00pm. I was given repeated excuses that they were busy due to liquidation sales and things were overlooked. I was in the store over an hour that day and there was not too much business that anyone could not handle or anyone should've been overwhelmed. The store manager Jack and the office manager were completely unsymphathetic, never offered any kind of discount or reimbursement for the issues. (In fact when I asked Jack for a discount on the floor model he told me I should be lucky he's doing me a favor by giving it to me...Keep in mind the store is closing that location to move and the floor model has to go anyway). These people were so nice and great when we were spending all the money when we made the sale but after it was too late to go back to Value City or to Grand Furniture, they totally changed their tune since they already had their money. These people are liars and crooks, they should be ashamed to treat customers like this for a buck. If their intention is to screw over customers to make a Sale I congratulate them. I'm now stuck paying over $2k in furniture while lining the pockets of those cheats, liars and crooks. Flat out fraud to tell me they would take care of these things and to cancel Value City when they never had any intention of following through. Don't let yourself get...

If I could give this store zero stars I would. But at most one is all they deserve. Starting in April of 2023 a queen sized bed was purchased from this store but without the headboard to save space in the room it was being put. After purchasing the bed it was to arrive a couple days later. The workers noticed when they went to put it together the FIRST TIME they did not have the headboard which they supposedly needed to put the bed together when we was told at the store before we left the bed very much could be put together without the headboard. This day the workers left with the bed back on their truck. After a couple phone calls to the store and their not so helpful “warehouse” management they returned with the bed a few days later with a note on the delivery paper stating they needed to put the bed together without the headboard. But yet again they left with the bed because they didn’t have it, told us to call the store to order a headboard then once that was done they would return with the bed to put it together. The same day calls were made to management and they returned a couple hours later with the bed and put it together without the headboard. The assembly of when they finally put the bed together was clearly rushed because I suppose they wanted to be Smart Alec’s and two of the four drawers do not operate properly the drawer on the right side of the bed gets caught on something or maybe it’s a split screw and you have to really pull on it to get it to come out all the way. The drawer on the left side of the bed most of the time comes out on its own. A chargeback was filed after they did put the bed together because of how poorly we was treated and when they finally did do their job it clearly was not done right or the drawers wouldn’t have the problems they do. Since the chargeback has been filed Regency has disputed it and want their piece of junk back and they can GLADLY have it. They have knuckleheads of employees no matter who you go to and clearly are spiteful when you catch them on something they know they did WRONG. And I will be taking my business elsewhere along with telling everyone I know to NOT shop here.

You got your panties in a knot and quite literally REPOED my bed when we filed a charge back and won. I figure you probably sold it to some other poor innocent customer, but either way you still went out of business. So what was the point? I mean honestly you kind of did me a favor it was a piece of junk anyway you got rid of it for me so I didn’t have to. You’re the only loser in this situation. I hope the owner of Regency sees this. If you have any stores still...

We ordered my daughter a bed on a Monday, it was to be delivered on Thursday. However, because of the size of the headboard she didn’t want it. It was confirmed at the store by the manager on duty that the headboard would not be needed. He recommended we add a bunkie board to go across the bed for extra support. The bed has drawers underneath for storage. When the delivery arrived on that Thursday. They didn’t even take it out of the truck and they came and said that they need a headboard to install the bed. I tried to tell them that it was confirmed that it was not needed. They would not listen so they left with the bed. I received a phone call on Tuesday the following week. The lady I spoke to said that the headboard is not needed per a different manager/director and that his note with his name is on the orders for them to install the bed. So I scheduled that Thursday. When they arrived they carried everything upstairs. When they saw there was no headboard they came down to me. I showed them the note on the bottom of their orders. He said that wasn’t right and that they need the headboard to install. He also told me that I needed to call the store to get the headboard. When I told them I didn’t want it. He was a complete butthead and said it wasn’t his problem. He said that multiple times when I tried to speak to him. I received a phone call from the manager of distribution. He made them return on the same day. So after 3 delivery tries. It got installed on the 3rd one. I had to deal with the headaches and multiple phones call to and from managers. My daughter had to sleep on a mattress on the floor for a week because we took her old bed out of her room on Wednesday before the first Thursday delivery date. None of this should of taken place. I have asked for some kind of compensation for the headaches and aggravation. I don’t want a lot but I think we deserve something. Just because the bed is installed, that we paid for doesn’t make everything okay. I will never walk into Regency Furniture ever again.

Now it’s November 2023, after going through all of the above and since we didn’t get no compensation for all the headache and aggravation. Not lo mention my daughter having to sleep on a mattress on the floor. We decided to submit a chargeback with the credit card company and we won. I receive a phone call from them that since we won the chargeback they are now coming to take back the bed...