I am a 68 year old woman that went to work in Afghanistan to earn money so I could buy furniture and renovate my home. Getting the furniture has become a stressful procedure; I have begun to have chest pains and sleepless nights. I have only one desire that desire is to have living room furniture in my living room. On 24 March I entered Regency Furniture to buy furniture. The salesman ran me through the store so fast while he selected the furniture he thought I should buy. On my way to the front desk I ask the salesman if I could pay cash for ½ of the furniture and charge the balance on credit. The salesman pointed me to a machine to fill out an application for credit. I was approved for $1,500.00 the balance of $2,495.06 I paid with my Bank of American visa check card.
Once I was home and had time to reflect on the furniture that the salesman selected for me I realized that the furniture did not match my house.
Regency had not delivered the furniture so; I went back to Regency and ask them if I could select the furniture that matched my house. Since Regency had not delivered the furniture and they did not know when the furniture would be delivered. I did not see a reason that they could not agree to me selecting other furniture that matched my house without charging me $800.00 to do so.
The Clerk at the front desk told me for them to switch the furniture it would cost me $800.00. I asked the question, “even though I will be buying more furniture you are still going to charge me $800.00 to choose other furniture. She said yes. A salesman over heard the conversation and told me to come with him and he will allow me to choose other furniture without paying the $800.00 for the exchange.
I switch the furniture from one sofa, two small chairs one coffee table and two lamps.instead I selected a matching living room set (one recliner 3-seat recliner sofa, one individual recliner, dining table with four chairs and two table lamps and a mattress and box spring set.
I waited for a total of 12 weeks for Regency to deliver the furniture. When Regency delivered the furniture Regency delivered the box spring and they did not deliver the mattress; They delivered four lamps when I ordered two; they delivered the recliner sofa and they did not deliver the matching recliner chair. The recliner sofa was ripped under the arm. I immediately called Regency and asked for a reason they did not delivery all the furniture that I had paid for and selected. Customer service told me that the recliner chair was out of stock and Regency could no longer get the recliner chair.
I requested that Regency pick up the furniture because I do not want un-matching furniture, I asked that they also come pick up the box spring because for 12 weeks now I had been sleeping on the floor and I wish to go to another company and buy a mattress set. Regency refused to retrieve the furniture.
I tried calling the store to speak to the customer service manager. She refused to come to the phone. Trying to still work this problem out I call the store manager and ask if I come to the store and the set is still sitting on the floor that matched my sofa could I have that recliner chair at a reduced price. He agreed.
I went to Regency and saw the recliner chair that matched my recliner sofa. The salesman tagged the chair, Regency reduced the recliner chair for approximately price $61.30 and scheduled the recliner chair to be delivered to me along with my missing mattress.
I waited 5 weeks for the delivery. Regency delivered a recliner chair that did not match my recliner sofa and it was not the recliner chair that I selected the LIF number was completed different. I immediately got on the phone and asked Regency to send their driver back to my house and pick up the incorrect recliner chair that they had delivered and refund the fabric protection that I purchased for the fabric protection on the sofa and chair. Regency refused to pick up the chair and refund the money for the sofa, chair and fabric protection. I went into the store and asked at the counter for them to pick up the recliner sofa and the recliner chair and refund my money for both items and the 5 year warranty for fabric protection that. These items cost $349.99 for the recliner chair and $699.99 for the recliner sofa and 229.95 for the fabric protection. Regency refused to provide to me a full refund. Plus Regency said they would pick up the furniture buy now it was used furniture and Regency would inspect the furniture and refuse me the difference. I left the store and told them that I would see them in court because if they would have picked up the furniture the same day that they delivered it, when I called them to pick up the incorrect furniture it would not have been used furniture.
I filed a claim in small claims court. The court date was set for Sept 12. When the customer service manager receive the notice to appear in court she called me and act surprised that I was taking Regency to court. I tried again to resolve the issue before going to court but the customer service manager refused to send an inspector to the house to inspect the furniture before it left my home and provide a refund for the furniture, so I told her that I will see her in court.
In court, Judge Love asked me if I would consider dropping the charges and give Regency one more time to correct the furniture problem. He ask Regency representative if after Regency pick up the furniture and inspected the furniture and notice that there was only normal wear would Regency fully refund my money. The Regency Representative said yes. Judge Love informed me that Regency’s statement is recorded on record and if Regency did not withhold their agreement I could come back to court. He suggested I bring an attorney when I come back to court.
Regency picked up the furniture on Sept 20 with a promise to refund my money on Sept 21. On 21 Sept I called Regency and told them that I could not come into the store for a refund until Monday, September 24. Monday 24 I went into to retrieve my refund and the store manager told me that he was not going to authorize the refund that I would have to come back to the store on Tuesday when the Regency representative that went to the court was in the store and let her authorize the refund. Tuesday I drove back to the store which is 38 miles one way to get to the store from my home. When I got there, the store manager again told me that he was not going to authorize the refund without a letter on Bank of America’s letterhead stating that the checking account visa card that the furniture was purchase under have been voided and replaced with another card. I brought with me a written statement from Bank of American signed by the Bank manager (Mr. Steven Clemons), with the bank manager’s business card attached with instruction from the bank manager for Regency’s store manager to call him if he needed more proof. I presented this to Regency. Regency refused to accept the written statement and refused to refund the money. They insisted that I get a statement from Bank of America written on letterhead paper. Mr. Clemons at BoA said it is the banks policy to not use letterhead paper to write this type of notice.
The treatment that I am receiving from Regency is causing major stress, missed days from work, embracement among my family and friends and adding miles to my car and causing me to burn extra gas driving to and from Regency furniture.in addition, court cost for the court date of Sept 12.
Now Regency furniture have the furniture back and my money.
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