Regency Furniture — Local services in Waldorf

Skinny upfront: Promised a delivery date to find out that 3 of the items are not in stock for over a month. I asked to cancel the order and am currently being given the runaround on who is responsible for facilitating the return of our $6500. STILL WAITING!

Email sent directly to the store regarding the situation below:

Subject: Urgent: Order Cancellation & Refund Request Immediate Resolution Required

Dear Kim Wells,

Thank you for your response. However, I am beyond frustrated and disappointed with the way this matter has been handled.

To date, I have made 10 separate calls to the store, dispatch, and corporate requesting the cancellation and refund of this order. Each time, I have been met with conflicting information, a complete lack of accountability, and repeated runarounds instead of a direct resolution. Every party I've spoken to has deflected responsibility rather than addressing the issue, making it clear that there is a fundamental failure in communication and integrity within your process.

This morning, both my husband, Kelvin, and I spoke with Sammy regarding our desire to cancel the order and receive a refund. It was explicitly stated that a refund could only be processed in person. Following these instructions, my husband went to the store today with my full authorization to act on my behalf, as we both made the purchase together in-store. However, once he arrived, he was incorrectly told that the store was unable to process the refund and that it had to be escalated back to corporate.

This raises several critical concerns: Why was my husband required to present in person if the store does not have the ability to process the refund? This was a complete waste of time, as your team clearly lacks the knowledge or capability to issue a refund for an Apple Pay transaction. Why was I given conflicting instructions about where and how the refund would be processed? If the refund was always a corporate matter, why were we not informed of this from the beginning instead of being sent in circles between departments? Why does your company refuse to take accountability for its failures? The inability to process this refund is not my issue to resolve - it is yours. The fact that every department has shifted responsibility rather than providing a solution demonstrates a deliberate attempt to mislead customers and withhold their money under false pretenses. Why were we told that items were in stock and available for delivery when in fact, they are on back order for over a month?

This is not just a simple miscommunication. This is a blatant display of poor business ethics, a lack of honesty, and an intentional effort to avoid fulfilling a basic customer obligation. If your team cannot process refunds for Apple Pay transactions at the store level, then they should have never instructed me to come in person in the first place. The fact that no one seems to know the correct refund process is deeply concerning and completely unacceptable.

At this point, I expect: A definitive resolution within the next 24 hours including a clear confirmation of exactly when and how my refund will be issued. A direct response from corporate or management explaining why this situation was so poorly handled and what is being done to ensure that no other customer has to endure this level of incompetence.

If I do not receive a clear resolution within the next 24 hours, I will have no choice but to escalate this matter further through formal complaints, public reviews, and consumer protection channels, including but not limited to: Filing a complaint with the Better Business Bureau (BBB) Contacting my bank and Apple Pay for a charge dispute Reporting this matter to consumer protection agencies Leaving detailed public reviews outlining the deceptive practices I have experienced

This situation should never have reached this level of frustration. I expect immediate action, and I expect my refund to be processed without any further excuses or delays.

I look forward to your...

Buyer beware!! If you want to have to deal with being given the run around, this company is for you. I purchased furniture on July 15th I was promised it was going to come in on July 22nd. No one from the store ever contacted me regarding a delivery date which prompted me to follow up the same week to figure out what was going on. Fast forward we were able to schedule a delivery for July 27th. Unfortunately when the movers came, it was just a mess. They delivered a mattress with no boxspring and damaged my tv.

Ok. So I called the store the same day to try and resolve this. I was able to get the box spring scheduled for a delivery ( which should have just come with the bed)and was told that incident report can only be submitted up to 3 days once property damage occurs. Fine. So I do that and wait 3 days. No response via email (not even saying it was received). Really?? Ok, so I call customer service who continues to give me the run around regarding when someone will reach back. The time frames have been 24-72 hours, which very rarely happen, all which tend to fall through. I call Brandywine who tells me that the warehouse will look into it and will call back up to 3 days. We'll it's now been a few weeks and still this song and dance continues just to get some type of resolution. I'm frustrated why management at Brandywine said this could be resolved in a speedy manner just to have this process drag out.

To add to the headache, I have more furniture that, again I was promised would have been delivered on July 22, that was rescheduled to August 15th. So I wait till August 15th hoping to just close all of this out and call wanting an update just to find out now it "probably " will come in September. And again if I didn't call no-one would have let me know. The absolute lack of COMMUNICATION is just astounding for this company. A sales rep told me I could potentially exchange it out for the floor model and someone would text me pictures. Do you think that happened? No. Because of course not.

It's unfortunate because before all of this I really didn't have problems with Regency. Just know purchasing furniture might become more of a headache than...

I purchased bedroom furniture from the Brandywine location in October. When I purchased the furniture the receipt stated delivery could take up to 12 weeks. While still at the register, I stated no one told me it would take that long and I wanted a refund as I could not wait 3 months. The manager who was completing my sale said delivery would not take that long and the furniture would arrive 11/24/23. I asked what guarantee would I have of the delivery date and he wrote the delivery date and signed it. Today, 11/24/23 my furniture was not delivered. I called the store this morning because I had not received delivery details and the representative told me my furniture was not ready and would not be delivered today. I was told I would get a call back and I did not receive a call. Tired of waiting, I went to the store and explained the situation to a representative. The representative spoke with an older man who I assume was a manager. I explained to him that I was expecting my delivery today and the manager cut me off while I was speaking to say "that it takes 8-12 weeks." I again explained what that the previous manager said and showed him my receipt with the date and signature. He said he would not honor it because it was an estimate. It was not explained to me the date and signature was for an estimate at the time of purchase. If the date could not be guaranteed, my money should have been refunded like I asked. I was explicit about my timeline and asked for a refund if it could not be met. Instead, of a refund I got a lie and an apparently useless signature. I am insulted by the deplorable service that I received. I am frustrated that my needs were not met as a customer. I am disappointed that I spent thousands of dollars and I'm still without furniture. I was told that I could either wait or pay an ridiculous cancelation fee even though Regency did not deliver the furniture as promised. Today, a radio station was at the store speaking of great deals and excellent service. That was not...