Complaint Review: Regency Furniture - Brandywine Maryland

On July 2, 2017, went to Marlo Furniture to purchase a living room group.  At that time, Marlo advertised their 4th of July Sale as "Buy one room, get one room of equal or less".  Nowhere in their ad did they mention what a room group consisted of.  Upon making my selection, I was told by Marlos' salesman, Khaleelullah Nazhand, that my purchase qualified for the additional room.  I left a $100 credit deposit.  While home, I researched the furniture and noticed that the set included a Reclining Rocker Chair.  Upon returning to the store on July 5, 2017, I inquired about the additional room as well as the chair. 

At that time, the manager told me that I did not qualify for the additional room because I did not purchase a complete room.  I informed the manager that nowhere in their ad did they specify what a room consisted of and how could they hold the consumer responsible for an incomplete advertisement in which they posted?  He stated to me that the corporate office is responsible for advertising and that issue would have to be taken up with the corporate office.  I again stated to him that he was acting on behalf of his corporate office which makes him an agent who is responsible to honor any and all advertised prices.  At that point he adamnately refused.  My response to him was that I would pursue this further.  I proceeded to complete the transaction fully paid in cash.  I was told that the earliest the furniture would be availabe would be July 27, 2017. 

On August 2, 2017, the furniture was delivered and assembled.  I looked at the furniture and did not notice any discrepancies until I went to sit on the furniture on September 29, 2017.  Since I live alone and are rarely home due to my employment, I thought that it was the angle in which the sofa was sitting because it is a reclining sofa.  I immediately moved the sofa to the middle of the floor and noticed that the back right side of the sofa was not completely secure.  I contacted Marlo, who in turn, sent a service request to their Service Department - Regency Furniture.  Marlo informed me that due to the time of the call, someone may contact me over the weekend but if not, definitely by Monday, October 2, 2017 and I was provided with the Service Departments' telephone number.

  On Wednesday, October 4, 2017 at 5:59PM, I contacted the Service Department inquiring about the service request that was placed by Marlo.  I informed them of Marlos' conversation with me and was told by the agent "Marlo did not tell you that you would receive a call within that time frame."  I stopped the agent from going any futher and literally told her never to dispute a customer who is providing information that was given to them by their store Marlo.  At that time, the Service Department Rep - Regency told me that someone would contact me next week.  Again, I specifically and reiterated to her if i didn't receive a call within the next twenty-four hours, I would pursue further action.  On Friday, October 6, 2017 at 4:38 PM, I again contacted the Service Department - Regency and was told I would not be contacted until Monday because this is their normal response time.  At that pont, I told the representative to put my statement in the email that if I did not receive a call from them by Noon on Monday, October 9, 2017, I would immediately take legal action.

On Monday, October 9, 2017 at 8:30 AM, the Service Department - Regency, Kaylah, contacted me inquiring about my call for service.  While explaining that the back on the Reclining Sofa had come apart she stated to me that she was reading the ticket.  She asked me to take pictures and email them to [email protected] and she would return my call as soon as they arrived.  At 8:46AM, the pictures were sent and arrived.  No call back.  At 1:00 I noticed that no one called, so I again contacted the Service Department - Regency at 1:30 PM, only to be told that Kaylah was at lunch.  The representative told me that she would send her an email to contact me immediately upon return.  At 3:30 PM, the Service Department - Regency, Kaylah, contacted me and told me that the earliest date that a Service Technician can get to me is November 2, 2017.  I asked for a manager and Kaylah told me there was none on duty.  I hung up, called back and was given the name of the Corporate Manager.  Regency Furniture has to be shut down.  There should be a Class-Action bought against this company and its affiliates.  As a consumer, we are entitled to merchandise in which we paid for.  I did not pay for sub standard merchandise.  I will expose them.  I have had this furniture less than sixty days and it has fallen apart not due to my negligence but apparently improper installation.  I wonder how many other consumers have they sold and continue to sell poor quality merchandise.