Regency Furniture — Local services in Lexington Park

I recently moved to California, MD, and visited Regency/Ashley Furniture to furnish our new home. Upon arrival, we were greeted by the store manager, Shane, and spent some time looking around. After careful consideration, we decided on the Cresswell sectional and a dining room table. Shane introduced us to Katherine, a sales associate, to finalize the details. Katherine was thorough and professional, going over the sectional's configuration multiple times. She even drew a diagram to confirm the exact arrangement we needed and had us sign off on it. Feeling confident that everything was in order, we left the store assured, despite knowing we would need to wait several weeks for delivery.

We picked up the dining room table from the Brandywine location a few days later without any issues. However, after waiting for three weeks, we received a call informing us that the sectional would be delivered on a Saturday. I rearranged my schedule to be home for the delivery, missing my son's football scrimmage to ensure everything went smoothly. To my frustration, the sectional arrived, but it was the wrong configuration. We refused the delivery, as it was clearly not what we had discussed and signed off on.

Confused and upset, I drove to the store to speak with Katherine. Surprisingly, she initially tried to steer me away from speaking to the manager. After insisting, I was finally led to Shane. He admitted that the order had been entered incorrectly but offered no real solution for the mistake or compensation for my wasted time. He informed me that they couldn’t process the return immediately and that I’d have to wait another 72 hours before they could even start the process of reordering the correct sectional. This meant I would be left waiting weeks once again with no furniture, despite their error.

What made this experience even more frustrating was the lack of communication. At no point did I receive any email updates or proactive outreach about the order or the issue. I had to call the store myself at every step just to get basic information. For a company that I had spent thousands of dollars with, it was clear that my time and business were not valued.

After this complete failure to resolve the issue, I decided to cancel the order for the sectional altogether. Unfortunately, even the cancellation process was a disaster. I had to visit the store four different times just to finalize my refund. On the last visit, the assistant sales manager struggled with their equipment and couldn’t process the refund. She had to call another employee to assist, and even then, their printer malfunctioned, dragging out the process even longer.

This experience has been a series of unprofessional missteps and a total lack of respect for the customer’s time. I cannot recommend Ashley Furniture after this ordeal. If you value your time, money, and peace of mind, I suggest shopping elsewhere. I certainly...

I bought a new Stearns and Foster mattress and adjustable foundation platform from this Regency store about a month ago. I was treated very well, from start to finish. My initial contact with the manager, Shane, left me with a good impression when I visited there about a week before my actual purchase. It reinforced my feeling that I wanted to deal with an actual brick and mortar local store instead of purchasing online, or going to a huge mattress store. That way, you get individual advice and service. And if there are any problems afterwards, you have someone to go to for assistance...and you know they will help you resolve any issues.

The day I bought the bed, my salesperson Meagan could not have been nicer or more helpful. She consulted with Andrew (the bedding specialist) about some of my specific questions. He was great as well. I was grateful to them both for their patience and willingness to spend time with me, since I really needed good advice.

After many questions and deliberations, I made my selection. Meagan was able to arrange delivery for just a few days later (less than a week) . This was VERY good, as I wasn't in a position to wait four to six weeks. Meagan really went out of her way to make everything as smooth as silk, and had the order all squared away in no time. All I had to do was check out with the Business Desk downstairs and I was on my way. Ashton (at the payment desk) is a marvel of efficiency. I can't believe how effortless he made the actual purchase.

I had a few tweaks the next day (my own doing and my fault entirely...I decided to add a protection plan option), and these fine folks handled the subsequent revision to the order with great courtesy and patience. They made it so easy for me. The staff will tell you the cut-off date for any changes...I believe it's several days before delivery is scheduled).

Delivery was right on time, with text notifications the prior day and the morning of actual delivery. And then the delivery folks actually called me when they were within a few minutes of arrival). The gentlemen who brought the mattress set it up and showed me how to use the adjustable platform. They were absolutely outstanding! SO kind and accommodating. Great experience.

My thanks to the Office Manager Brie for her assistance on my revisions...and follow-up on the protection plan.

I would recommend these folks to other customers. They are nice, honest, caring people and they treat you right. I will definitely...

I called the Lexington Park location to inquire about a table I had seen online. The sales associated (Yolanda) was beyond nice and told me that because it was being discontinued, I could pick up the floor model immediately. I jumped in my car, drove nearly an hour, only to find out by another sales associated that I couldn't have the table, unless I also purchased the four chairs that were on display with that table.

I responded that this surely had to be a misunderstanding - after all, I had called twice to confirm I was on my way.

I asked to speak with the manager, Erica Cunningham. She told me that NO, it was not an option to just buy the table and not the four chairs, no matter what I had been told on the phone. I asked her to please check with her manager, and she walked to the back, spoke with someone, and came back 10 mins later to tell me that she wouldn't be able to sell me just the table, and that I would have the purchase the chairs as well if I wanted the table.

This is bad customer service (and dubious and questionable sales practices and store policies all around).

I will be contacting the BBB if I don't hear back from them.

UPDATE I went there yesterday to pick up the four chairs I was forced to buy (since I needed the table).

When the chairs were disassembled, one of them sustained damage (at first they thought it would "wipe right off" - but that wasn't the case). Also, several of the screws are missing.

I was told "tough luck" - you purchased the floor model, it is what it is.

Dave Spence - is this how you want to your employees to represent...