Complaints

This profile includes complaints for Regency Furniture's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Regency Furniture has 18 locations, listed below.

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  Regency Furniture

  7900 Cedarville Rd Brandywine, MD 20613-3018

• 

  Regency Furniture

  75 Gateway Dr Hampden Township, PA 17050

• 

  Regency Furniture

  17766 Garland Groh Boulevard Hagerstown, MD 21740

• 

  Regency Furniture

  6501 Baltimore National Pike Catonsville, MD 21228

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  Regency Furniture

  908 W Street Rd Warwick, PA 18974-3124

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased dining room table, 6 chairs, and credenza floor model from Regency Furniture. Paid in full with cash. Upon delivery, credenza was damaged on top left of item. Damage done in transport as this was not seen in store. Also. there is damage along left side of credenza. This appears to have happened in transport coming down the side on the left. Right door is wrong size and ill fitting. Appears to be manufacturer defect. Or, someone trying to make a repair of the door. The drawers inside are supposed to be velvet lined which they are not. This item appears to be a different item than was seen in store. I have photos of the item which does not reflect what was delivered. It appears that item has been replaced with a defective item.

• Initial Complaint

  Date:10/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a living room set from the store. When the furniture was delivered it had a weird odor. So we contacted the store they assured us that the odor would dissipate in a few days. I have asthma and Chronic sinusitis. The odder was making my condition worse. We were assured that the odor would be gone in a few days. We could not sit on the furniture nor stay in the living room for long periods of time. It intensified my breathing issues and Sinusitis . It gave me headaches. The odor spread throughout the house. We called them again and told them we wanted the furniture out of the house because of the smell and it was causing me to be ill. They finally agreed to send drivers to pickup the furniture after my husband called repeatedly almost on a daily basis for a month. This was after over a MONTH of me being ill and having placed phone calls to the stores customer service repeatedly. So the delivery drivers finally came today to pickup the furniture Saturday October 11th.When the drivers came in they could smell the odor. When they moved the Loveseat the odor intensified a bit more. When they picked up the Sofa.. The entire room was filled with the toxic odor.. They tried to hurry and remove the furniture one of them exclaimed ,"the smell.. what is that SMELL" My husband and I both said , that's why we needed it removed ASAP... The delivery men were astonished and just kept repeating, "the SMELL... the SMELL.." They were in shock. My husband called the store and a very rude obnoxious man in customer service was RUDE NASTY and taunted my husband telling him that we would not get our money back and he laughed and was yelling at my husband and was the ruddiest person I have ever heard in CUSTOMER SERVICE!! I don't want another inch of furniture from that store I simply want my money refunded. The furniture was toxic to me, and my household. It caused vomiting breathing issues on and on. Please HELP!! I would not recommend anyone shop at that store.

• Initial Complaint

  Date:09/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband and I purchased a sectional couch from the **********, MdD regency furniture store. We purchased the furniture on/around February 25th, 2024. On August 17th 2024, the frame of our couch completed snapped, leaving the wood snapped in half and unfixable. I reached out to the store Sunday the 18th to get the number to the warranty company because I could not find my information (as we had purchased the 5 year extended warranty at the time of purchase ) the sales associate provided me the number. I called them at everything up and they were to come to my home the day after labor to inspect the couch and deem it unfixable. I was told once that Occurred we would get a store credit for $17xx and some change (what we paid for the sectional minus tax. The warranty company did not show, with contact to them I was informed because it was under a year old and it was frame damage not accidental, it was still under a manufactured warranty and to contact the store. Following this, I tried to contact the store for several days with no one answering or me being told a manager was not there or on break. On Tuesday, September 3rd my husband and I went to the store. We spoke with a manager named *****. He gave me his personal cell Number and promised to get in touch with the service department of the manufacture warranty so they could come deem my furniture unfixable. He said to give him a week and he would be in touch. I waited that week and never heard anything from him. Leaving me to return to the store on Friday, September 13th because again no one would answer the store phone or return my message left on the voicemail. The ** was sitting in a chair in front of the store on his phone when I arrived. I made him aware of the situation and he told me there was nothing he could do. I asked him to please contact the district manager, which he did. The District manger, **** ***** did not seem to be concerned but said a lady named ****** would call me the following day, 9/14

• Initial Complaint

  Date:08/23/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 27, 2024 Regency delivered a bedroom set to my home. Upon installation, the movers broke my tv. I reached out to the company same day and was told that the issue would be resolved in 72 hours. It has not. Only I have initiated weekly follow *** since then. In which a representative at the number ************ continually provides false promises of a follow up that never occur usually up to a 72 hour limit. It must be noted, that again there is never a follow up after a set amount of time despite numerous promises. The absolute lack of communication is astounding for a well established company.

• Initial Complaint

  Date:08/09/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My mom has made a purchase for $1200 at the Regency Furniture back on February 13th, 2024 she was originally told that it was on back order and to wait ***** weeks. On week 11 she called and inquired about the furniture she purchased and was told that their computer system was down and that she needed to wait longer. The company did not even reach out, she had to call! No apology from the company whatsoever. So she continued to wait and she was told it would be the end of May early July. The end of July comes and goes and still no furniture. When she called in she was told it NOW won't be delivered until end of August to Sept. This is really getting old. No updates from the company. Employees don't know what's going on. $1200 is a lot of money to be help for furniture that has absolutely no update on what's going on. Please go ahead and just issue the full refund and we will find another furniture company. We have given you guys plenty of chances to make this right for us but each and every time another let down happens. No need to try and make things right now, please just issue the full refund.

  Customer Answer

  Date: 09/24/2024

  I am filing this complaint of behalf of my mom because she has contacted the business on numerous occasions and has gotten nowhere and because she is not very tech savvy and wouldnt be able to do this by herself.

• Initial Complaint

  Date:07/22/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was delivered the wrong living room furniture on June 5th. I have enclosed some pictures of what I ordered and of what I received. Please help.

  Business Response

  Date: 08/18/2024

  The service center is looking into this to confirm whether the correct furniture was ordered; if the incorrect furniture was delivered, the store will make sure that the issue is corrected immediately.

• Initial Complaint

  Date:05/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 7 my boyfriend and I visited the Regency Furniture located in ********** MD to purchase a sofa. The first sales person was extremely rude and accused of playing games because we are a young couple. After the first salesman yelled at us across the sales floor, a manager stepped in and paired us with another individual the continue to assist us. In working with the second sales person we were able to complete our selection and purchase of a sofa. We opted for a personal pick up of our sofa which was a 3 piece sectional. After moving 2 pieces of the sectional into our home we noticed the third piece was broken and immediately returned it to the store. When we returned the broken section to the store we were told the piece would be replaced free of charge because they did not inform us we needed to inspect the piece before transporting it home. We also opted to have the section delivered. At that time we were told they couldnt quote us a delivery date from the store, so we called corporate were told the delivery would be May 6th. But when that day came and we heard nothing we reached out to customer service on May 7th. **************** then told us the piece was delivered May 1st and we received no call to notify us. We then called the warehouse to which they denied delivery of the piece. We then went back and forth to find a phone number to talk to someone in the front desk to resolve the issue. We were finally able to confirm delivery for May 10. On that day the section did not fit and we immediately called the store again to resolve and were told a manager would call us back. We received no call, so May 13 we called the store again and spent 2+ hours trying to talk to a manager to no avail and we find out our order was cancelled without our knowledge or approval. May 14 we show up in person to the store and we are being forced to accept store credit when we want nothing else to do with this business and their poor communication and accountability.

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/30/2023 My parked car was hit in front of my home between 9am & 9:30am by a furniture delivery truck. They were delivering furniture to my neighbor from ****** Furniture, I contacted ****** ***************************** connected me to Regency Furniture in ************************ where I sent ************** of my car being hit. I was told they would send the information to property damage & they would get back to me, I HAVE NOT HEARD back from them. I have been calling this company since January & every time I call I get the same result, someone will contact ********* now the end of April. I need help, I want someone to take accountability for damaging my vehicle & to pay to get my vehicle fixed I talked with my insurance ************** cant do anything without their insurance company information.

  Customer Answer

  Date: 05/22/2024

  Good afternoon my name is ***************************,

   I have some new information to add to my complaint.
  I received a call from the delivery company that worked for Regency Furniture, they offered to pay cash for my car repair but refused (still) to give me their auto insurance policy. I have spoken with my insurance company & the auto repair company, they both would rather have the car insurance information. 
  

  The name of the delivery company is Red Panther, they are located in ************ but when I looked them up it was a trucking company. I have the name & number from the two different gentleman that called me, I dont believe its a real company. I tried to send the video from my Ring camera but Im having trouble sending so I will send it a different way.

   Thanks so much for your help,

  ***************************

   

  Company: Red Panther 

  ***********************: **************

  ***** ? Delivery Owner? **************

  
  

  
  

• Initial Complaint

  Date:04/11/2024

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have not been refunded back the money for the returned chest. I have been calling for multiple days.I had an agreement with the previous store manager, *****, to get 33% of all items. However, the discount was never applied to all items. The current store manager has not been helpful, and *****, who helped us purchase these items, is not currently helping us.

• Initial Complaint

  Date:04/10/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recieved a flyer for ***************** Sale" The sale was from April 1 to April 7. Save 20% - Plus Extra 10% off Furniture - Plus Free Delivery. When I went to the store - the employee offered to help and I said I was just looking (At that time I did not have the flyer). The employee did not know anything about the "Sale"! I looked through the store and found a Recliner and a Barrel Chair both of which were a little over $800. I also found a couple vases. He couldn't find the price on one of the vases - even though I pointed out a vase that was sitting on the coffee table right by the shelving unit, that the vase was sitting on, that had a price tag on it. I told him to hold on to it and I would go home and get the flyer. I live only 10 minutes from that store.. I brought the flyer back and he said he would have to check with his boss, because he was not familiar with this "sale". I believe this is a bait and swith scam. He knew what I was looking at and he came back and said - "A couple things - first - the delivery is only to the threshold ." I said that was not a problem I could get it inside. Then he proceeded to tell me - Second - I hate these flyers they are misleading! He said those exact words! The purchase has to be over $1,499 for the delivery and discount!" I thanked him for his time and said that was not what the flyer said. I left very disappointed! I think that should be spelled out. The flyer also said the event was by-invitation only and that i would have access to SPECIAL DISCOUNTS not offered the the general public. There was nothing mentioned or shown to me with a Special Discount!