Poor sleigh bed installation and poor customer service
Complaint
Carla O. Hunter
Country: United States
To: Board of Directors, Regency Furniture, 7900 Cedarville Road, Brandywine, MD 20613
Subj: Defective Installation of Porter Queen Storage Footboard/Item No.: ASH B697-74 U/P $339.99
Porter Queen Sleigh Headboard/Item No.: ASH B 697-77 – U/P $389.99, Porter Queen Sleigh Rails/Item No.: ASH B697-98 U/P $89.99 – Delivery/Installation $119.00
TO WHOM IT MAY CONCERN:
In the past six (6) months, I have purchased over 3,000.00 dollars’ worth of Regency Furniture, Brandywine, MD. My sleigh bed was delivered and installed on Friday, June 1, 2012. Unfortunately, I inspected the surface of the bed and everything appeared to be in order. The bed was sturdy and I never looked underneath the bed. I was unaware that four separate legs were installed underneath the bed. Weeks passed and I happened to look underneath the bed and saw three (3) wooden legs that were installed properly while the fourth leg was crocked and slanted.
I immediately contacted Regency Customer Service Department to inform them of my findings. I called on several occasions from: July 12, 2012, July 20, 2012 and August 14, 2012. I was ignored by the Customer Service Department. I continued to call and call. I recently demanded their assistance.
Scenario at Regency - Prior to purchasing the bed (Regency Sales clerk said nothing), after making several partial lay away payments (nothing was said) and during the installation (nothing was said). After talking to several Sales personnel at the Customer Service Department, that is when I was informed of the following:
Concerns - The below information was never discussed/possible advanced problems with the bed –
• Would experience problems if the bed was resting on hardwood floors?
• Installers never mentioned this critical issue regarding the bed?
• Had to purchase hardwood floor support pads for the entire bed?
• Provide pictures of the crocked bed leg? I was denied service…why?
• I had to report delivery problems within 72 hours of the scheduled delivery?
• I would have reconsidered purchasing this bed if I had known all the above in advance.
Regency Furniture Sales Terms and Rules states, “2. Delivery: Signature upon delivery represents merchandise being received in good condition and by signing, customer releases Regency and its delivery service from any claim or damage to household personal properly. Any defective merchandise must be reported to our service department within 72 hours of delivery.”
Where is Management’s flexibility or consideration when the bed is improperly installed? Is there a time waiver? The furniture I received was in good condition; however, the installation of the one bed leg was improperly done. Your terms and conditions of your contract do not address poor installation.
Due to these circumstances, I am seeking your reconsideration regarding denying my reasonable request to have Regency repair the one improperly installed bed post.
As a loyal customer for many years and also purchasing numerous furniture pieces from Regency, I am very perturbed and completely disappointed regarding the lack of customer service and lack of concern.
I am now inconvenienced and know have to spend additional money because the bed was improperly installed? Your inconsideration regarding this sensitive issue is unfair. I am a loyal customer of Regency and I feel your company has completely let me down! It is also unsafe for me to sleep on the bed because it will eventually continue to become un-sturdy. The bed I received was improperly installed and as such; it is very unsafe and a safety hazard. I am now sleeping on a “NEW” DEFECTIVE bed.
My reasonable delay in reporting this problem should be reconsidered.
Installing a “SAFE BED” should be Regency’s number one priority….CUSTOMER’S SAFETY FIRST!
A very disappointed customer,
Subj: Defective Installation of Porter Queen Storage Footboard/Item No.: ASH B697-74 U/P $339.99
Porter Queen Sleigh Headboard/Item No.: ASH B 697-77 – U/P $389.99, Porter Queen Sleigh Rails/Item No.: ASH B697-98 U/P $89.99 – Delivery/Installation $119.00
TO WHOM IT MAY CONCERN:
In the past six (6) months, I have purchased over 3,000.00 dollars’ worth of Regency Furniture, Brandywine, MD. My sleigh bed was delivered and installed on Friday, June 1, 2012. Unfortunately, I inspected the surface of the bed and everything appeared to be in order. The bed was sturdy and I never looked underneath the bed. I was unaware that four separate legs were installed underneath the bed. Weeks passed and I happened to look underneath the bed and saw three (3) wooden legs that were installed properly while the fourth leg was crocked and slanted.
I immediately contacted Regency Customer Service Department to inform them of my findings. I called on several occasions from: July 12, 2012, July 20, 2012 and August 14, 2012. I was ignored by the Customer Service Department. I continued to call and call. I recently demanded their assistance.
Scenario at Regency - Prior to purchasing the bed (Regency Sales clerk said nothing), after making several partial lay away payments (nothing was said) and during the installation (nothing was said). After talking to several Sales personnel at the Customer Service Department, that is when I was informed of the following:
Concerns - The below information was never discussed/possible advanced problems with the bed –
• Would experience problems if the bed was resting on hardwood floors?
• Installers never mentioned this critical issue regarding the bed?
• Had to purchase hardwood floor support pads for the entire bed?
• Provide pictures of the crocked bed leg? I was denied service…why?
• I had to report delivery problems within 72 hours of the scheduled delivery?
• I would have reconsidered purchasing this bed if I had known all the above in advance.
Regency Furniture Sales Terms and Rules states, “2. Delivery: Signature upon delivery represents merchandise being received in good condition and by signing, customer releases Regency and its delivery service from any claim or damage to household personal properly. Any defective merchandise must be reported to our service department within 72 hours of delivery.”
Where is Management’s flexibility or consideration when the bed is improperly installed? Is there a time waiver? The furniture I received was in good condition; however, the installation of the one bed leg was improperly done. Your terms and conditions of your contract do not address poor installation.
Due to these circumstances, I am seeking your reconsideration regarding denying my reasonable request to have Regency repair the one improperly installed bed post.
As a loyal customer for many years and also purchasing numerous furniture pieces from Regency, I am very perturbed and completely disappointed regarding the lack of customer service and lack of concern.
I am now inconvenienced and know have to spend additional money because the bed was improperly installed? Your inconsideration regarding this sensitive issue is unfair. I am a loyal customer of Regency and I feel your company has completely let me down! It is also unsafe for me to sleep on the bed because it will eventually continue to become un-sturdy. The bed I received was improperly installed and as such; it is very unsafe and a safety hazard. I am now sleeping on a “NEW” DEFECTIVE bed.
My reasonable delay in reporting this problem should be reconsidered.
Installing a “SAFE BED” should be Regency’s number one priority….CUSTOMER’S SAFETY FIRST!
A very disappointed customer,
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