Regency Furniture — Local services in Hampden Township

When I purchased my furniture, I was told to give them a call if I ever have any questions. I called them twice and on the second call, I was not expecting to be met with bias, judgement, and rudeness from the customer service rep. As soon as I mentioned my name, his attitude changed. He said "Oh yes, I remember you. I spoke with you not too long ago, but let me get your phone number." He made it seem as if we spoke earlier in the day so I was confused. When I gave him my number he said, "Yes, we spoke not long ago, about a month." He then kept dropping one liners such as "Like I mentioned last time,..." and "As I said before..." Even though he was being formal, his tone told me he was annoyed that I was calling again. Even if you remembered me, keep those comments to yourself and try to assist my questions as if you have never spoken to me. His tone of voice made it seem like I was ranting, raving, and cursing at him last time, which I did not. I was slightly annoyed that my furniture was taking this long to be delivered and I understand that I mistakenly took my frustration out on him who was just delivering me the updates; but today, it seemed like he held on to that grudge and made it a personal goal to remember me. He maintained professionalism throughout the call but he did not miss an opportunity to bring up the last call I made.

The only reason I'm giving them two stars is because our sales associate was professional and accommodated us with our search. I just hope I am not as dissatisfied with my furniture as I was with my customer service experience. Save your breath and time, and don't call their customer service.

UPDATE: The store location called and informed me that the customer service rep I spoke with both times actually worked at the corporate office. The woman addressed my initial inquiry into my furniture and provided me with an update status. I really appreciate the follow-up to my review and the care of my business which the woman portrayed. Word of advise: if you ever need to call their customer service, please make sure you call the actual store and speak with a rep there. I changed my review from 2 to 5 stars because of how accommodating they were to...

Purchased a sectional on Jan 2nd, 2021, paid in full. Told that it was in-stock and we requested delivery by Super Bowl. Our failure to identify WHICH Super Bowl is key. We finally received delivery of PART OF THE SECTIONAL in March. Only to have a recliner that didn't work. That took two service calls, finally corrected in July/August.

Here we are in November and still have NOT RECEIVED that last missing piece of the sectional.

I understand COVID has less workers with manufacturers however this is ridiculous.

UPDATE: After visiting the store AGAIN for an update on our missing piece, I met another new store manager. Which I am going to say is inheriting problems from his first day. Today I was told, we are on back order.. expected delivery date the end of March 2022, mind you this was bought Jan 2021.

They may have some nice things in their store, their staff may be really nice people but at this point, you couldn't pay ME to buy something here. Heck I can't get what I PAID for. I am pretty sure you can expect an update in March when my piece does not show up.

3/24/2022 UPDATE We are on the 3rd store manager, maybe even 4th at this point. Making promises that are NOT kept. I bought this sectional over a year ago and still have not received the missing piece. I have emailed customer service (see previous response to do so) AND NO RESPONSE FROM THEM EITHER. Turning this over to our attorney and the Better Business Bureau. LESSON LEARNED..... Beyond disgusted with this company. While I like what they have in the store I WILL NEVER purchase anything...

February 4 2021 Two weeks ago we purchased a set of three tables. We saw them on the floor, and the new ones were to be delivered to the store in two weeks. Our sales person, Janet, was eager to make her first sale, and she did. We thought she was genuine in her words. She promised she would be on the top of this purchase making sure all would go smoothly. We were to get a call from the store when the items were delivered. There was no call. We had to call. We went to the store to find out, that the furniture was not delivered new. They put away the floor model and it was still assembled. We had a small car to pick it up because we expected boxes. In addition, when selling, they wanted to add a delivery charge for the delivery from the warehouse to their store. We fought it. They knew they had the floor model but still wanted to make an extra buck. The manager refused to deliver assembled used furniture to our house knowing it was to be new and in boxes. Janet apologized. How easy and convenient it is. Janet, you did not deliver on your promise of being on the top of everything. You did not call to inform us you switched furniture on us. You did nothing. All you wanted was to make a sale. Janet, you are a fake. You duped us, and we trusted you. The only good experience was with Jacob. He went out of his way while helping me to disassemble the table. He was eager and kind. Too good of an employee for that establishment. I suggest not to use their services. We...