Regency Furniture — Local services in Sterling

If I could give 0 stars I would. What a NIGHTMARE. $2,800 that could’ve been spent on better furniture and customer service. We bought a couch and tables for our living room from this place. The day we purchased them, everyone was nice and willing to help. But what happened afterwards was truly a nightmare. The men who came to put our couch together left huge gaps in them. Immediately, we went to the store and told the lady at the front named Sara. She said there was “nothing she could do” as our order was “locked”. She said she would add notes to our profile and to wait 24-48 hours and call them. She even assured us that we wouldn’t have to explain the whole situation again because she had written it all in our profile. I called the next day to see if there were any updates and low and behold no one would pick up the phone....I called 4 times at different times....still nothing. The day after that, I called and finally, the DL manager who was in, Mr Roberts, picked up. I told him my name and to check our profile for the notes that Sara had added but he said he saw nothing. So I had to explain everything all over again...Finally, he told me to send him an email with the pictures attached. I sent him them immediately but never got a follow-up email or even a response with “thank you, I got them and we will send out repairmen”. Absolutely nothing. I waited a few days and still nothing. I called and spoke on the phone with a nice lady, (not Sara), and she said that Mr. Roberts just got back from vacation and to give him time. So I waited and still no response or any form of communication. We have a wedding coming up at our house so you can see why I was so stressed. A few days later, right after work, I went with my mother to see the status on our couches. Again, the lady Sara was there. Like always, she didn’t even acknowledge us. She was on the phone but she had us standing there for a full 15 minutes. She could’ve waved her hand and mouthed “I’ll be with you”. No nothing. She just seemed annoyed with us. I told her that we have a wedding at our house in a week and if we could just have an estimation on when they plan to fix our couches so we could at least know what to do. She said that she doesn’t know, 2 months, 3 months, or more...I find that ridiculous as it’s only gaps in the couches. I have never been so stressed in my life due to apathy and lack of communication and help from the workers, especially Sara. She even threatened to call the cops on my mom because my mom said that she would never recommend anyone to come to this store and wants to just return the couches because of how much stress it’s caused us. We were not aggressive in any way and for her to threaten the cops on us made me feel even more unwelcome. After almost an hour at the store, Sara still did not give us any answer on when we can expect to get our couches fixed. They absolutely don’t care about their customers, just the commission money. Please please don’t waste your time here. Biggest regret. It would be one thing if they couches were fantastic but they’re not... The only good part about this company is corporate. I called and spoke to a woman who was very pleasant and helpful. I sent her an email and within 5 minutes she had resolved the issue with the couches. She said repairmen would arrive tomorrow. More than fixing the couches, I appreciate how understanding and kind she was. She even apologized for the horrible behavior we experienced at the store. Hopefully our couches will be fixed in time for the wedding. Again, either try another location for couches or don’t shop at this company at all. Also their return policy is HORRIBLE. The day we bought the couches we asked about the return policy and Mr. Roberts just said “don’t ask” without explaining it thoroughly. Basically, even if the furniture doesn’t arrive at your home yet, if you cancel, you’re losing more than 50% of your money. I really wish they would explain this better but again, they just rush you to buy things without explaining properly just to get the...

Second time in the store and had the worst experience here tonight.

A good chunk of the living room furniture isn't available allegedly bc they haven't recovered inventory since black friday. It's early January now. This seems crazy but okay.

The only confirmed inventory is what is marked in-stock, which wasn't a lot. However, the kicker here is for sectionals is that even if it's flagged as in-stock, it doesn't mean all the pieces are available.

Despite certain "in-stock" signs being incorrect, after some waiting the salesperson can confirm whether or not they do have the inventory for that set. However, if you want to order even a piece, it takes the warehouse up to a week to confirm the delivery date. So you have to put money down first, wait for the phone call, then decide whether or not you want to wait. And that wait can be 2 to 12 weeks. I mean, 3 months really? Sometimes even longer they said.

The salesman had the ridiculous notion that we would be interested in a sectional without arms. He came up with an absurd configuration that we frankly found insulting. It's already bad enough that your showroom is mismarked, but suggesting we make a ratchet compromise like how he described was a complete waste of our time. His tone was also VERY patronizing.

Continuing on with this treatment, he completely ignored the type of styles we were interested in. He kept suggesting models that were very different from the ones we wanted. How many times do I need to tell you that I think something is ugly or isn't my style? At least 3 apparently. It's already bad enough with the rudeness, now you're not even paying attention to your customer's needs. Not a good way to be a salesman.

We asked if we could buy the floor model of an out-of-stock set we were interested in. The store's policy is no because if those products are not yet discontinued. Understandable-ish but you cannot confim the restock date either. And again, your signs are misleading of what is available. It makes one question why this store even bothers being open if so little is availabe. Imagine trying to sell multi-thousand dollar furniture, yet making it so difficult to even figure out what is available and what isn't.

I mentioned to my partner that since we identified the manufacturer we like, maybe we could look at their website. The salesman interrupted and advised that the name brands on the displays DO NOT MATCH the sets. They just pick random ones he said and they don't always match. So you make it hard to figure out what inventory you have, and now you also make it difficult to identify the manufacturer. This is a big red flag, but I still had hope.

As I considered the idea of going through their delayed delivery process, we talked more about floor models and he said that would also be a great way to go. However, it turns out they won't deliver to you if you buy a floor model, despite spending in upwards of $3000+ they won't deliver it to me. He said, "You can pick it up anytime, we can give you the card of a local person in the area that delivers furniture, or if you know a guy..." Do you realize how bad this all sounds for a supposedly mid to high-end furniture store? It was bad enough you suggested a janky sectional configuration, and now we're compromising on basic delivery terms....are we shoping at Big Lots Furniture or something?

I was at my limit of frustration. Too many red flags, and I didn't like how the guy was treating us but I decided to not take it out on him. I just said that I was getting too frustrated, that it wasn't his fault, and that we're going to leave because these policies and the experience are not okay with me. As I walk away, he hollers at me and challenges me with a "How so?" So, you're going to challenge me instead of asking "Is there anything I can do to make this better?" or even anything remotely kind at all.

I was clearly getting frustrated but instead of empathy, it was just a lot of patronizing bs that made the store look extremely bad. You don't value customers...

*WARNINGHORRIBLE DELIVERY EXPERIENCE! Ordered and paid IN FULL for over $7k in furniture back in July. Almost everything came in mid October and we scheduled a delivery for November 10th. The drivers came to my home, were very courteous and well mannered. There was an accident and damages incurred to my brand new, unoccupied home. No big deal! Accidents happen every day. They said they were sorry and to call the customer service department and report it. I did just that once they left. REGENCY customer service took the report and filed a claim for me. I emailed all the pictures posted below to them. I was contacted the next day by email saying they would investigate the claim. On 11/15 I receive an email that the claim was denied. The Claims Specialist had conducted an investigation without EVER CALLING ME, THE CUSTOMER!!!! This SPECIALIST never spoke to me at all to get a report of what actually happened. Basically claimed that the delivery team said nothing happened while they were in my home. After at least 25 combined phone calls to the Sterling Regency Store, Regency Customer Service out of MD, a regional manager named GREG ROBERTS and to the UGI Claims Specialist Daniela Fuentas, I was not able to reach any one that could help me or that even cared. No one would return my calls or emails. I also have included the email in the photos that I have sent to multiple individuals within the company. NOT ONE SINGLE PERSON HAS REACHED OUT TO ME BY PHONE OR EMAIL!!!!!!!!! I have since called the driver and spoke with him about what happened. I had his number in my phone from the day he called to say he was almost to my residence. I taped the conversation where he openly admits to the damage. Repeatedly telling me to call his driver/manager for help. This place is the absolute worst for not protecting their customers who are the ONLY reason that they are in business. I WILL NEVER VISIT THEIR STORE AGAIN OR EVER MAKE A PURCHASE FROM THEM. Not to mention they still owe me 4 pieces of furniture that they have continued to OVER and OVER state is on backorder. HORRIBLE MANAGEMENT AND CUSTOMER SERVICE ETHICS FROM THE HOME OFFICE!!!!!!! I have bought from Ashely Furniture many times and NEVER WAS TREATED THIS WAY!!!! THER IS NO WAY ASHLEY FURNITURE CAN BE A SISTER COMPANY TO THIS CARNIVAL CORPORATION!!!!!!!! Do not say you were...