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BBB Accredited Business since

R.C. Willey Home Furnishings

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Phone: (801) 461-3900 View Additional Phone Numbers 2301 S 300 W, Salt Lake City, UT 84115 http://www.rcwilley.com



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BBB Accreditation

A BBB Accredited Business since

BBB has determined that R.C. Willey Home Furnishings meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for R.C. Willey Home Furnishings include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 94 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

94 complaints closed with BBB in last 3 years | 36 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 7
Billing/Collection Issues 10
Delivery Issues 5
Guarantee/Warranty Issues 17
Problems with Product/Service 55
Total Closed Complaints 94

Customer Reviews Summary Read customer reviews

8 Customer Reviews on R.C. Willey Home Furnishings
Customer Experience Total Customer Reviews
Positive Experience 2
Neutral Experience 0
Negative Experience 6
Total Customer Reviews 8

Additional Information

BBB file opened: January 01, 1982 Business started: 01/01/1932 in UT Business started locally: 01/01/1932 Business incorporated 07/29/1959 in UT
Type of Entity

Corporation

Business Management
Mr. Adam Young, Online Customer Service Manager Mr. John Bennion, Director Customer Service Mr. Curtis Child, CFO Mr. Jeff Child, President
Contact Information
Principal: Mr. Adam Young, Online Customer Service Manager
Business Category

Furniture - Retail Home Electronics Office Furniture & Equipment Bedding Appliances - Major - Dealers Appliances - Small - Dealers

Alternate Business Names
RC Willey

Customer Review Rating plus BBB Rating Summary

R.C. Willey Home Furnishings has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 13300 S 200 W

    Draper, UT 84020

  • 1693 W 2700 S

    Syracuse, UT 84075 (801) 774-2800 (801) 774-2860 (801) 774-2840 (801) 774-2820

  • 2301 S 300 W

    Salt Lake City, UT 84115 (801) 461-3900 (801) 261-6890 (801) 227-8877 (801) 261-6899 (801) 273-5800 (801) 461-3800 (801) 461-3940 (801) 461-3810 (801) 261-6810 (801) 596-6950 (801) 461-3860 (801) 461-3830 (801) 461-3820 (888) 584-5156 (877) 315-0183 (801) 461-3900 (801) 461-3856

  • 256 S 5500 W

    Salt Lake City, UT 84104 (801) 596-6968

  • 4045 Riverdale Rd

    Riverdale, UT 84405 (801) 622-7450 (801) 622-7420 (801) 622-7400

  • 693 E University Pkwy

    Orem, UT 84097

  • 861 E 6600 S

    Murray, UT 84107 (801) 261-6860 (801) 261-6830 (801) 261-6840 (801) 261-6820 (801) 261-6800

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/22/2016 Problems with Product/Service
9/17/2016 Problems with Product/Service | Complaint Details Unavailable
9/16/2016 Problems with Product/Service
9/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $2,400 cherry bedroom set from the RC Willey store on 300 W. for my son who is coming home from Special Forces deployment tonight. When they delivered the set, they did not have one of the split box mattresses and told me it would be delivered in the next 24 hours. 5 days later it had not been delivered. When I called the store, I was put on hold and disconnected 5 times! It took a good hour to finally get through to someone who could assist. I was told they could not deliver until Monday and I did not want to take another 1/2 day off from work and I wanted it set up for my son's arrival tonight. Today, I borrowed a SUV and drove to their warehouse out past the airport to pick up the split box spring which was wrapped in plastic placed in the rear of the SUV by a RC Willey employee. When I got home and took the plastic off, there was a huge rip in the top of the box spring as well as dirt and big marks all around the sides of the box springs (I have cell phone photos taken as I was taking it out of the plastic cover). This box springs was obviously damaged before it was wrapped in the plastic cover. What obviously happened is that this damaged box springs was in the original shipment and held at the warehouse because of the damage. Instead of controlling their inventory like a responsible company and giving me a new one, they left the old one in stock and gave it to me today. Months ago, I ordered a $3000+ bookcase from them which was dented in two places when it arrived. They gave me a small gift certificate to compensate - it was an insult. I should have known better than to buy from them again. I will never shop at their store in the future! This store cares nothing about customer service, product quality or customer satisfaction.

Desired Settlement: I want the box springs replaced with a NEW one and a cash reimbursement for loss of my time and aggravation.

Business Response: The box spring has been exchanged and a negotiated refund has been taken care of. 

9/2/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Under a year ago we purchased a two seater and three seater matching recliner. Within the first month or so of purchase the three seater required repair due to a break and weakness in the frame. We informed the repair man of the problem which they fixed. There were other problems with the sofas that meant that they sloped either left or right depending on which chair you sat on. About a month ago or so again part of the three seater broke again which involved requiring RC Willey to come and fix it. At this stage we enquired about just returning the sofas due to the unstable nature of them and an obvious problem with quality. We were informed that the service technician would need to make that call. When the technician arrived we showed where it was broken, showed where it was unstable and sloping. He then informed us it was not his decision but that of the store in which we purchased the product. Last week we called the Draper RC Willey at least three times and left a voicemail/message twice for them to call us back. We never received a call back and again called today in which we were informed it is too bad they can’t help up. Overall we called RC Willey over 6 times in the last 2-3 weeks to speak about this unsatisfactory furniture only to be given the run around and not get our problem resolved RC Willey Satisfaction Guarantee reads as follows “Every RC Willey professional works tirelessly to ensure you are completely satisfied with your experience and purchases at RC Willey. And if not, we'll do everything in our power to make it right—that's the RC Willey Way and our Customer Satisfaction Guarantee.” It seems to me as a consumer this guarantee is not being followed or lived up to. This product is very unstable to sit on and we are concerned it will break again. Currently we don’t sit on certain chairs due to this concern. After buying a product from RC Willey we expect superior service and product, unfortunately we currently have an inferior product and lack of service.

Desired Settlement: I would like RC Willey to either provide a refund or in store credit so that we can buy a better quality product that will not be unstable and break.

Business Response: Chad J******* will contact the customer on 08/25/2016

8/25/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On Saturday, August 5th, I used my debit card to purchase furniture for $1,620.98. I called approx. one hour later to cancel the purchase and delivery. They indicated it was canceled and sent me a receipt showing so. Monday, called my bank to see if it had posted. It didn't so I called the store. They told me it would take 5 to 10 business days for the debit refund to process. I was not happy and felt they were "floating" my funds and delaying the processing. I called again on Wednesday and spoke to another individual who said they would check into it and call me back. Today, Thursday August 11th I finally received a call from a Michael who asked my monies cleared my bank. I told him no not yet. He asked if I could give him my debit card number again and he would process the refund. I gladly gave it to him. He said he would send me the refund receipt. I said great ask asked when I should see the funds post. He told me I'd have to wait another 5 to 10 working days! I am not happy with them floating my money another possible 20 days. Please contact them. Respectfully, ***** *******

Desired Settlement: Immediate refund

Business Response: The customer called in on 8/5/16 to cancel their order and requested the refund, the associate they spoke with cancelled the order and processed the refund. It normally takes about 3-5 business days for a refund to be credited back to a card regardless of whether is was a debit or credit card, the 3-5 business day process is set in place by the credit card companies and RC Willey has no control over this. When the customer called her bank on the following Monday, they of course, would not show the funds at that point because the process takes 3-5 business days. When the customer called our store again on Wednesday, we contacted our credit card company to confirm the refund, they had to research it and contacted us on Thursday, at that point we were informed that the refund did not go through (we were not given a reason as to why because we had a refund receipt, showing the refund was processed on Saturday 8/5) after receiving that information from our credit card company one of the Office Supervisors immediately contacted the customer and asked her for her card information again and immediately processed the refund. At this point the funds should have already posted back to the customer's account. We process refunds on a daily basis without a problem and, unfortunately, we do not know what went wrong with the first refund, causing the delay. We have no control over the time frame of when funds are actually credited back to a customer's account, we apologize for the delay and tried to remedy it as soon as possible.

8/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a bed from rd Willie's in meridian. On the contract they put a payment of $214 for 18 months. After paying this the told me that was a minimum and I still owed money so the interest was added on. Now they charge interest on interest.

Desired Settlement: We won't buy from them any more so the can eliminate the remaining balance

Business Response:

Our customer purchased a bed in February 2014 using our 18 month deferred interest financing. The contract the customer refers to in our disclosure indicates that this plan requires a minimum monthly payment of 5% of the new balance. It further states that interest charges accrue during the term but are not assessed if the remaining purchase balance is paid in full at the end of the prescribed number of billing cycles.  If payment in full is not made by the indicated due date, the balance plus accrued interest charges will be transferred to the Regular Revolving plan.

 based on the beginning balance of $4,276.71 the minimum payment of $214.00 (5%) per month was set.  Although our customer did make their $214.00 payments regularly as indicated, when the remaining principle balance was billed to them on 7/31/15, they did not pay the balance in full as prescribed by the contract and therefore the accrued interest was added to the balance on 8/31/15.

Had our customer contacted us earlier (September or October 2015) this issue may have been resolved to the satisfaction of all sooner. However, as a goodwill gesture, RC Willey has waived the remaining portion of the balance on the account per request of our customer.  The account remains open unless requested otherwise.

 

 

8/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a new reclining sofa from RC Willey in Rocklin, CA on 1/30/16. On 5/19/2016 the handle for one of the reclining seats broke making the reclining function unusable. I contacted RC Willey Customer Service on 5/20/16 to inform them of the issue. They advised that they would send a repair person out to take a look at it. The following week a repair person came out on 5/26/2016 to take a look at the sofa. He advised that he could not repair the issue and that the part needed to be replaced. RC Willey advised me that they would need to order the part from the manufacturer and that it would take 6 to 8 weeks. It now has been longer than the quoted time. RC Willey Customer Service has not been in contact with me. I called them today, 8/1/16, to get an update. They advised that they did not have a status and would need to contact their parts department and get back to me in 24 hours. I spoke to a manager and she advised that she would look into the issue but no one is offering a resolution at this point.

Desired Settlement: I would like my sofa repaired ASAP. I can't understand why it in this day and age that it would take 6 to 8 weeks or longer to get a part to repair a couch that is basically brand new. They should have parts on-hand. I feel like I am getting the run around from customer service and that they really don't care about my issue.

Business Response:

Complaint Case#: ******** 

Customer's service is completed. The furniture was repaired on 08/16. Our customer service followed up with the customer on 08/19 and they were satisfied with repairs. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

8/22/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: During a delivery from RC Willey a hole was put in the wall. I tried to resolve the problem with them however the are denying responsibility because we did not see it happen at the time. We noticed the hole shortly after the delivery crew left. The delivery person was in the room alone while disassembling the old bed and assembling the new bed. Before RC Willey delivery no hole in the wall. After RC Willey hole in the wall. The delivery person took the old bed apart to make room to set up the new bed. I have since found out they are not supposed to take the old furniture apart. During that process is when we believe the wall was damaged.

Desired Settlement: RC Willey should pay to have the wall repaired.

Business Response:

After reviewing the photos taken we determined that our staff could not have caused the alleged damage. *** ****** was not at home when the drives first arrived and when Mr. ****** did arrive the drivers were finishing the assembly work. Mr. ****** alleged that when they had to take apart the old bed they were frustrated and purposely damaged the wall. However no one could verify that our drivers did the damage.

 

Respectfully,

 

Kelly G*******

NDC Operations Manager

###-###-####

 

 

 

Consumer Response:  
Complaint: ********

I am rejecting this response because: After admitting the delivery person took the old bed apart and was in the room alone they still refuse to accept responsibility for the damage only because no one saw it happen. It is not uncommon for someone to commit and act like this out of the sight of others.

Sincerely,

**** ******

8/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: when we bought the GE stove we never dreamed that we would have a problem with it. But the first time that I turned on the boiler we got such an awful smell out of it and it was not coming from the oven and we could see a little smoke coming from the back vent on the stove. Since we had had a fire in our home before I panicked and I called the first person I can think of which was an electrician to see if we had an electrical problem. He checked the outlet and breaker box in our home and said there was nothing wrong with them. He went to leave and my husband turned on the boiler again and black smoke started pouring out of it and I had to go outside. The electrician came back in looked over the stove and said the problem was the stove not our outlet. He said it was coming from under the stove top not the oven. When I bought the GE Stove and took the Warranty on it, I was never given a Warranty paper that told me what to do or what was covered!! Only when I went into RC Willey and picked out another stove and complained and they brought up the fact that it was under warranty and I should have called them, then I realize they had not given me the Warranty paper. I ask one of the Sales ladies to give me one and then when I spoke with the General Office Manager and I ask her WHY they DID not hand out the Warranty papers when someone buys an item and takes the Warranty on them?????? Guess what I have never gotten a warranty paper for anything I have ever purchased from RC Willey!!!! I am asking RC Willey to reimburse me the $170.00. ________________________________________

7/27/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased several new pieces of living room furniture from RC Willey. (2 chairs a couch and loveseat) The couch and loveseat match and are made by Flexsteel. The loveseat recliner has broken. I contacted the Flexsteel and they advised that the loveseat has a lifetime warranty on the frame and the retailer would handle making repairs for me. I contacted RC Willey and they sent a tech to my home....I had to pay a 68.00 trip charge. 5 days after the tech visit I called RC Willey and they advised they could do nothing. I then sent Flexsteel and e-mail regarding the situation, and like magic RC Willey called me back and offered to send a second tech to my home in order to initiate repair of the loveseat. A few days have passed since this visit, so I called to check status. I was informed that the item could not be repaired, and could not be replaced as it is no longer made. So in a nut shell Im stuck with a broken saggy loveseat, and its matching couch.

Desired Settlement: Since RC Willey can not honor the warranty, and they can also not replace the item I am seeking store credit for both the couch and loveseat. I will use the credit to buy a couch and loveseat that match. I can not simply only replace the loveseat as it would look ridiculous paired with the couch that matches the broken love seat.

Business Response:

RC Willey picked up the loveseat from the ********** and repaired the damaged area.  This has been returned to the ********** on 7/29.  The customer is satisfied.

Tammy C*****

 

Consumer Response:

 
Better Business Bureau:

 

 

I AM SO HAPPY!!!  RCWILLEY Quickly repaired my warranted item and returned it to my home!  I am a fan for life.  Nice when a company stands by their word!


I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

7/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'VE purchase several items from RC Willey including a Fridge, Microwave, Sofa , Television and washer and Dryer which I am have the most difficulty with. I originally purchased a GE washer and drying back in September 2015. My originally Washer had issues a couple of months after purchase and had technicians out over 3 times to fix the issue. I was highly upset that it was a new washer and having several issues I felt as if the machine was defective and it should have been replaced. I called RC Willey and they stated I had to go through the proper channels to attempt to get the machine fixed and I did. I had to take off of work to have a brand new machine fixed 3 times until I had enough and contacted corporate office to have it replaced. I could not replace the washer with the exact model because they discontinued making it (probably because of the issues) so I had to choose another washer. RC Wiley also determined that since only the washer was not operating that I could only exchange the washer and not the dryer that I bought as a "PAIR", I decided to stick with GE so they could a least be the same brand. This exchange happen in Feb/March 2016. When the technician came to install the new washer they noticed that the old washer was not installed properly and it had created water damage on my wall and brand new base boards. He stated he was going to notify the company of the issue....nothing happened. June 11, 2016 the brand new GE Washing Machine stop working. On June 12 I called RC Willey and spoke with the manager which states I have to now go through another 3 operational failures before they will take the unit back. I explained that it cost me money every time I have to take off of work to have a BRAND NEW Appliance fix and how was I going to be compensated for that. She had no idea and stated that she is going through the same issue with her dishwasher...not my issue!!!. I attempted to comply with the request to get the appliance fixed and contacted GE on 6/13/16 to schedule a repair. Initially it was scheduled for 6/14/2016 however, the tech called and stated that they had to reschedule me due to conflict and came on 06/17/16. It is now 07/11/2016 and my washer is still not fixed, the Tech was scheduled to come today and is a no call, no show after I called them this morning to verify the time frame. This is another day wasted and time taken off with no resolution and I am officially pissed off.

Desired Settlement: I would like both washer and dryer picked up, a store credit given or a full refund and allow me to purchase a new washer and drying manufactured by a different company because obviously GE appliances are poorly made and I refuse to lose any additional time waiting for repair.

Business Response: Rc Willey apologizes for the issues that you are having.  Return of the washer and dryer has been written up and you can come into the store to reseelct towards a new washer and dryer.  Please contact customer service at ###-###-#### and ask to speak with Kelly R****** is you have any questions for can further assist you in anyway.  Thank you

7/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 7, 2016, I had made several purchases from the Rocklin, CA location, including an Electrolux washing machine from their clearance center. I was informed that it was a returned item, and all issues caused for the initial return were repaired before it was placed for sale. Out of caution, I had also purchased their extended warranty. To date, I have never been able to get a complete cleaning cycle from the Electrolux washing machine. It will never go into the high spin cycle to extract the water from a normal load of laundry. Each time, I would either have to wring the excess water by hand before transferring items to the dryer, or divide the load into 1/4 and use the Spin Only cycle. Any load that is greater than the weight of TWO towels or TWO jeans will prevent the maximum spin cycle from functioning. After several days of being bounced back and forth between the Rocklin store and corporate office regarding who is responsible for my extended warranty, it was determined that Rocklin was responsible for the warranty repair. The warranty is no longer valid with the manufacturer because I am not the original purchaser. I had received a call from the service manager, who instructed me to contact a local appliance repair shop, as I was not located in the immediate service area for the Rocklin store. The appliance repair had diagnosed the problem and ordered the part, which was later installed. After several return visits by the appliance repair shop, they could not determine the problem that was causing the issue so they contacted technical support from the manufacturer - Frigidaire. Through the manufacturer serial number, the manufacturer had support records indicating the washing machine had three (3) previous claims for the same failure - November 2015, January 2016 and April 2016. My attempt to have it fixed would be the fourth time the control board module was replaced. The repair technician had confirmed all other parts were in working order, and it was determined that the washing machine was not repairable and can only operate completely when there is either NO laundry or only 2-3 items. The appliance repair technician, therefore, had to close the service ticket as no other repair could be considered. July 7th would be two months of ownership without a fully functioning washing machine. Regular laundry has to be taken to a laundromat, which defeats the purpose of this purchase.

Desired Settlement: Under normal circumstances, I would request an exchange in which I would pay the difference between the current washer and the replacement. However, in the event any type of warranty service that needs to be done would require too much of a hassle, based on this experience. This unnecessary saga has gone on long enough. I am expecting a fully refund (product and warranty) in order for me to purchase a washer near me, as I am 80 miles from the Rocklin location.

Business Response:

The Rocklin Store has spoken with Mr. *****.  We explained we are happy to take the washer back for a full refund.  This was never a topic of discussion until the receipt of this correspondence.  RC Willey will pick up the washer the next time we are in the Antioch area or Mr. ***** indicated he may decide to return it himself.

Tammy C*****

 

Consumer Response:

 
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

In addition, I would like to correct RC Willey's response indicating they were not aware of this situation until they had received the BBB correspondence. Their statement lacks candor. In my original complaint, I had stated being in contact with their service manager regarding this occurrence twice previously.  I have emails to verify. 


Sincerely,

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

5/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I used to have an account with RC Willey, not to my knowledge had been dormant for over six or seven years. At some point in 2015 my ex-wife was allowed to purchase furniture and appliances in the midst of changing all of the account information comma her last name comma and adding her new husband to the account. All without any correspondence to me, or permission from me, in regards to the matter. She then let the account fall behind in payments thus showing delinquencies in my credit. Upon discovery of this newly re-opened creditline I immediately closed the account.

Desired Settlement: I would like the resolution to report to the credit bureaus (all three) and notify them that I was not at fault for these delinquent payments, and have my credit restored.

Business Response:

Thank you for your inquiry.  I have reviewed the complaint and have found the following:

This account was opened jointly by both our customer and his now ex-wife.  A joint account does not require permission from one party or the other to use the account, make purchases, update account information etc.  At the time of the new purchase activity on the account, it was "open to buy" so either party could have made purchases without notifying the other and they would be jointly liable for those purchases.

In this instance however, there was a name and address change made in a store location. (no new husband was ever added).  Although customers don't have to be married to obtain a joint account with RC Willey, because of the name change request, by policy, an additional step should have been taken by the store associate to determine whether there had been a separation or divorce and the account should have been closed to protect both parties.  The now ex-wife would have then been able to apply for an account in her own name in order to make her purchases.

Based on the fact that this step by the associate to verify continued joint ownership was not taken,  RC Willey is agreeing to our customers request and we have initiated steps to remove this account from his credit report / profile with all three credit reporting agencies.  RC Willey will not hold this customer liable for the purchases made on the account which constitute the remaining account balance.  Please allow 2 - 3 weeks for the update to take effect on your credit.

Thank you for bringing this to our attention.

 

 

 

 

5/17/2016 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: We had couches delivered to our home with damaged legs.Not only did the delivery crew try to get us to sign as if everything was fine so that they did not assume blame for the broken parts (and were very rude to my wife about it), they took over a month to get the replacement in (2 separate attempts). Lastly, they did not check the original legs before putting them on our living room carpet for cleanliness. There was black filth on the legs and even though we asked if they had been cleaned, they said yes, and put them down. We lifted up the legs to see black stains under all of the feet on the carpet. WE have tried multiple times to remove the stains but the carpet is ruined - BRAND NEW CARPET. WE will either need to pay for prfessional stain removal (several hundred dollars) or replace all of the carpet in the living room. I have contacted RC Willey half a dozen times - not once has anyone responded to provide assistance. We normally purchase all of our home decorating and furnishing through RC Willey and never have we had such an awful experience. Please advise: **** ****** ************ ********************

Desired Settlement: I would prefer to receive a store credit for the amount of the cost to clean/replace the carpet, or a cashier's check for the cleaning/replacing estimate. I am willing to keep my business with RC Willey considering this was an isolated incident which is why I am willing to consider store credit instead of a cash refund.

Business Response: Our customer service department has contacted the customer and is processing their claim. We will post more information as the claim process progesses.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

5/6/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased two twin mattresses to make a king size. The mattresses are noticeable defective. They are very uncomfortable. They slope funny and cause one to fall into the crack that separates the two mattresses. Someone came out to inspect them and it was determined that they are not defective. However, one only has to look at them to see they are defective. I have called "Mattress Warranty" twice. My call has not been returned. We purchased these as a floor model and got a discount. We are very unhappy with this purchase.

Desired Settlement: We would like a king mattresses that is not split.

Business Response: RC Willey will issue  the credit of ******* back to the customer and they may come in and re-select into what ever mattress they choose.

4/16/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought the extended 5 Year Leather protection plan that states that it covers rips and tears. I filed a claim online and someone came out and took pictures. I received a call back that my claim was being denied, but she couldn't tell me why other than that it was not something that they cover because it doesn't appear to be accidental. I've had the couch for 4 months, I would not set out to damage my brand new couch on my own just so I could go through this entire process just to receive the warranty that I also paid for. She could not tell me why it was being denied, it's a rip, and it's progressively getting worse because the rip has damaged the integrity of the leather and it's now coming apart in other sections. She offered to refund my money for the protection plan as a way to get me off the phone but that isn't what I want - I want the warranty that I paid for to cover the accident that happened which is exactly why I purchased it!!

Desired Settlement: I just want the couch repaired like the warranty says that it will.

Business Response: We have contacted the customer and explained  in more detail why we declined the claim. We have offered the customer option to pay for parts and labor to get her piece fixed at their expense because this is not a covered issue. We have given the customer a copy of her warranty so she is able to be familiar with the guidelines of that warranty. 



4/12/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought a new Simmons Beautyrest King Marisol Dual Comfort from RCWilley on April 7 , 2015 for $1069. 83. After using the mattress for a year, the soft side of the mattress has sunk to 1 7/8 inches, according to a non-party affiliated testing group sent by RCWilley. The other side is fine. The Simmons warranty says the tolerance level is up to 1 1/2 inches to be considered defective and eligible for a refund or replacement. A supportive center piece was installed on the King bed frame as also noted by the testing group along with compliant supportive, rigid, non-yielding foundations. The only warranty given to us was the RCWilley warranty, with no Simmons warranty information. The RCWilley warranty has a Satisfaction Guarantee and No Lemon Guarantee.

Desired Settlement: A full refund for the mattress (King Marisol Dual Comfort) of $1069.83

Business Response: Customer was originally declined due to a non-matching box spring but was not informed that this would void the warranty for his Simmons mattress.  

RC Willey is replacing the mattress-giving back the credit of 1069.83 which was the original cost of the mattress.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

4/1/2016 Billing/Collection Issues | Complaint Details Unavailable
3/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently requested service on my sectional being that I have a warranty I was charged 69.00 for the technician to come out when he arrived he was 45 min late he then looked at the furniture stated that it would need to be fixed which I was aware of he stated that it would need to be clean before they could take it to get fixed so we cleaned it while the tech was there he stated that it was good enough to go back is what I was told by him and that someone would be in contact with me on Monday or Tuesday I never received a call I called them today 03/03/2016 and was told that i needed to show proof that it had been cleaned and was told that I needed to pay another 65.00 to have them come and pick it up i explained that I was not going to pay anything more to them and that I wanted to have the furniture fixed. I then stated that I was told by the tech that the cleaning that was done while he was there was good enough he also took pictures this is the 3rd time since I have owned the furniture that it has had to be repaired for the same parts breaking and it is very unexceptionable

Desired Settlement: I want the furniture either repaired or replaced at no additional cost me

Business Response: Mr. ******'s furniture is currently in a condition which RC Willey believes to be a health issue. We will not require any of our associates to touch or repair the furniture, whether it be in the customer's home, or in our repair shop. We have explained to Mr. ****** that he must have the furniture professionally cleaned before we will pick it up and bring it into our shop. After reviewing the photos of the furniture and speaking with the service technician that visited Mr. ******'s home, I have made the decision that we will not be able to service his merchandise even if he pays to have it professionally cleaned. The furniture was purchased in 2012, and has been well-used, but extremely neglected. Unfortunately we will not be able to do anything for Mr. ******.  If you would like to view the photos taken by our service technician I would be happy to send them to you.  If  the BBB or Mr. ****** would like to contact me directly, I can be reached Monday - Friday from 7am - 4pm at ###-###-####.


Thank you
Chad J*******
Corporate service center manager

Consumer Response:
Complaint: ********

I am rejecting this response because: that is unexceptionable I  there is a warranty in place and it needs to be honored I paid for it when I purchased the furniture if they want  it cleaned by a professional they can pay the bill I have had several people look at it and it is not that bad and I want compensation it is faulty craftsmen ship  I want my full refund of my original purchase back of 2400 and I will never shop with them gain if they will not do that then fix it I will not except anything less either a full refund of my original purchase or it being fixed or replaced 
 
Sincerely,

*** ******

Business Response: Unfortunately, we are unable to service the customer's merchandise further. We are unable to refund the original purchase price to the customer. We are happy to refund the service fee of $69.99, which I believe was refunded to him today.  I believe we have made a reasonable effort to service this merchandise, but due to the condition of the product we cannot require our repair people to handle the furniture. There is nothing more we can do for this customer.  Please feel free to contact me at ###-###-####.


Thank you,
Chad J******* 
Corporate service center manager

2/16/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: My salesman, Craig, told us that we should buy the leather protection warranty if we were going to buy the leather sectional we were interested in. He told us that it covered everything from pet urine, blood, bodily fluids, spills/stains, tears or rips in the leather, stitching coming undone, and basically anything that could happen to the couch as long as it wasn't vandalism or intentional. I told the salesman that we have a cat and I am very leary about buying a leather couch due to the claws. He told me that this would be covered under the warranty and to not worry. Well on the day that the couch was delivered, the delivery person tried to carry a large piece of the sectional by himself and dropped it on my hardwood floor. He quickly picked it up, with the help of the second delivery guy, and put in place next to the other pieces already brought in. So the delivery person had me sign two pieces of paper. He put one piece on top of the other only lifting the top piece slightly for me to see the signature line. When I asked him why I was signing two pieces, he just said that I was signing to verify that I received all the pieces of my couch. So I signed the two pieces of paper, and left it at that. So later that day I noticed there was damage done to my hardwood floor where the delivery guy dropped my couch. So having faith that RC Willey would do the right thing, I called them. The response I got from the claims department was that there was nothing they are going to do about it because I signed something stating that there was no damage done to my floor. I was shocked to say the least!! I told the person in the claims department what happened, how the delivery driver told me I was signing these papers to ensure I got my items, and he said nothing about the bottom page being a waiver. It made sense why the delivery driver was being so sneaky and wouldn't let me see the page. So I called the store manager and told him what happened thinking he will get to the bottom of this. He said he was sorry but it is out of his hands. I guess honesty is out the window if it means saving the company money. So after owning the sectional for 2 years and 11 months, my fears of having a cat and a leather couch came true. There were tears in the couch from the cat's claws after he got scared. The stitching is coming undone on one of the armrests, and the springs poke us in the back when we sit on one of the pieces of the sectional. I was so relieved that I bought that leather protection warranty, and that it wasn't past the 3 year mark. So I filed a claim, and it didn't take long for the claims department to respond. They denied my claim. They said that the tears in my couch aren't covered because my cat did it. The stitching coming apart isn't covered, nor are the springs covered. I used to think that RC Willey cared about their customer's satisfaction. I had a false sense of security that they wouldn't take advantage of me. That they would honor their warranty, and fix the damages done to my home from their negligent delivery drivers. They con people into buying warranties that won't ever be honored. The consumer has no recourse if RC Willey denies your claim because taking it to court would cost more then the warranty is worth, and they know it!! The couch that I bought is beautiful as long as you don't sit on it. I feel like the couch was low quality for a high price. We take very good care of this couch. For the springs to be broken in one of the sections and the stitching to be coming apart is unacceptable.

Desired Settlement: I would like the section of the sectional replaced that has the broken springs because that section is unusable. Even though there are marks and tears in the other sections, they are still usable.

Business Response: The customer has never had a tech come look at the sectional. I have been in contact with them and set up an appointment to have the sectional looked at. Customer is aware we are not covering all the damage but we will see what the tech report says and make decisions at that point. 



2/7/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a 1600.00 sectional. Nov of 2014 I filed a warranty claim in October of 2015 as today 01/29/2016 they are still not dealing with the issue and they advertiised a full warranty and made in the USA all false not so I still have a sofa that looks as if it's older then it is and I paid for a special warranty

Desired Settlement: New cushions as promised

Business Response: We spoke to the customer this morning and are exchanging the merchandise. Customer is satisfied. 

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We purchased the product with an extended warranty. We weren't provided a copy of the warranty and when we attempted to file a claim it was denied. The salesman told us all damages would be covered. We then ordered the replacement parts in August of 2015, paid in advance, and have never received them. Their customer service representatives keep telling us that we have to be patient.

Desired Settlement: I want them to honor the extended warranty they sold us or refund our entire purchase price plus the money we have paid for the replacement parts that we have never received.

Business Response: The customer has been informed that any damage caused by pets is not a covered issue under the manufacture warranty or the extended warranty. We have ordered parts for another issue on the sectional and also the customer has paid for parts that was damaged by the pet. The parts are coming from over seas so they do take extra time to get to the United States and then to RC Willey parts department. As Soon as those parts arrive to our parts department will finish all repairs with the parts. 

 

1/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I ordered a bedroom set from RC Willey including a king bed, two night stands, and a king mattress. The first time they deliver my bed, it has a broken leg; therefore they rescheduled the delivery. On the second delivery date which is two weeks from the first delivery date, I received my bedroom set; however the mattress and the spring box on the bottom of the bed doesn't fit. The mattress is two inches bigger than the spring box. I called RC Willey and spoke to a customer service name Marijo, she asked me to send her the picture and advice she will have a supervisor look into this and will call me back to fix this issue. It's been 3 days now and I have not hear from her or her supervisor. I contacted her but was unsuccessful, I never had any problems with any other furniture company before. First they delivery the broken bed and now they delivery wrong spring box that doesn't fit my mattress. I want a refund.

Desired Settlement: I want to exchange for a spring box that fit my mattress or a refund.

Business Response: To whom it may concern,


Called Mrs. **** and apologized for the problems and failed follow up that she received. We have scheduled a redelivery of all of her items on 1/9/16. Also gave her my direct number if she has any more problems. 

Kelly G*******
NDC Operation Manager

12/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Recently we bought a very expensive three-piece leather sofa set from RCWilley furniture store. When they delivered the loveseat, it was a defective one. The next Saturday they exchanged the defected sofa for a new one but the recliner wasn't working. After they said that they will bring another one next Saturday. When they brought the next one over on Saturday it was a damaged one again. They promised to bring new one over on next Saturday again. The way that they delivered it brought emotional stress to my wife and I found my wife in tears. They were rude and not polite and they didn't even know why they brought this exchange over because they had no files regarding the problem we had. They had no manners at all and their attitude was horrible. They wanted to leave a broken cord, they didn't check if the recliners were working, and they left a scratch on the sofa. In the end they left the door open and drove away from our house. Also when my wife requested them to check the sofa they did not complete her request. After contacting different store managers multiple times, finally the store manager offered us $200 in store credit. We didn't agree because after all what happened and all the bad customer service we had no desire to buy from that store again. Also they never called us and we had to call everyone ourselves. Honestly it should not be so much work for a sofa delivery.

Business Response: We have spoken with the customer, and have agreed upon a reduced price as compensation for consumer dissatisfaction.  Customer is in agreement with this arrangement.

Alan C**
RC Willey

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

12/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Since we came to Utah we funrnished and refurnished our home with furniture and laundry machines from R C Willey. More recently we bought a Queen Size bed and my wife had an accident when the wood comprising slats broke. The accident was a mere collapse but when i investigated I found that the installers had used inferior wood containing split out knots and in one case a slat that was too short and was only held by grabbers screws drilled at 45 degrees in such a way that only the tips of the screws made contact with the frame constituting a safety risk in 2 places next to each other. The wood used was twisted and malformed across the face and the width to the extent of an s shape mis-configuration of the wood. This would comprise "seconds" at a hardware store. When I tried to complain on the first occasion having been put through to the corporate customer service, a woman told me its out of warranty but we can sell you metal slats at $70 each. Not being satisfied, this being a supplier, installer and or manufacturer workmanship defect ,and not something that occurs from wear and tear as in a warranty context, I called again the next day and was put through, ironically, to the same woman who took an "I have already spoken to you and its out of warranty" stance. When she would not listen to the reasoning that this is a workmanship issue rather than warranty issues I was left telling her I would take this matter further and she retorted, you can do what you like its no under warranty. I spoke to my Congressmen's Secretary who is looking into the unsafe goods consumer issue. Having spent so much money with this company its clear that my customer loyalty means nothing, after buying washers, dryers, Lazyboy suites, beds, nights stands, dressers to name but a few. I feel betrayed by their disinterest and I intend to make sure everyone gets to hear about it. I realize that R C Wiley are on your register as BBB members and I hope, looking at previous reviews that you seriously consider if they are a fit and proper company to benefit from your membership. I have been nursing my wife who has been trying to recover from cancer at home for most of 2 years and I don't look under box-springs when trying to be a nurse to her, with my own sciatica its all I can do to make the bed around her I am 67. I told the Corp[orate Customer Service Woman that I have been nursing my wife and her reaction was - it make no difference to the length of warranty even though I had repeated several times that this was a hidden safety structural issue pertaining to the workmanship not wear and tear.

Desired Settlement: I want to feel that they have appreciated my loyalty to their business and not have the equivalent of a zombie biased robot spill out standard disinterested garbage. The company is left entirely unprotected from claims for unsafe products by her attitude and if that's the modern American way of dealing with its customers they need to be told in future not to go to that store. I don't mind if they replace the bed, send a workman to make sure it becomes safe and give a store credit so I may choose another bed, not just try their ********* to get me fobbed off and off the phone.

Business Response: I will contact our customer on 12/11/2015.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ******

12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On August 28,2015. We arrived from vacation and noticed that The refrigerator wasn't working. All the food was spoiled. The following day we called RC Willey so they could send someone to fix the refrigerator. About a week later A technician from brownies,came to see the refrigerator. The technician order a new circuit board for the refrigerator. Meanwhile my neighbor loan me a mini fridge until the refrigerator got fixed. We waited two weeks for this part when it arrived,The technician realized that the cooling system didn't work,but in order for him to have known this he needed to replaced the Circuit board. Since than we have been giving the runaround from Brownies and RC.Willey. Brownies keep telling RC Willey that the part should be here within five days and they will come to my home to fix the refrigerator. When the five days Come no one comes to fix the refrigerator. I call Brownies and they told me that they're still waiting for this part. So I go to RC Willey and complain about brownies. I even asked RC Willey to change the company, just send another company to fix the refrigerator because brownie is obviously not doing its job. RC Willey told me that they're going to give them one more chance,for brownie to come and fix the refrigerator. Someone finally came in the beginning of November. When that technician arrived to my home he was unaware that the cooling system for the refrigerator was missing the previous technician never told the company that he took that part with him, so he can replace it. The Technician that came that day, promised me that he was going to get that part for me before Thanksgiving still here waiting,the refrigerator hasn't been fixed. No one has contacted me not brownie nor RC Willey. I also forgot to add in October. RC Willey decided to give me a loaner. Since the refrigerator broke down in August,it took RC Willey that long to give me a loaner. We paid for an extended warranty, if they are unable to fix the refrigerator we are entitled to get a new one that's the deal on the warranty. I don't think it should take four months to fix the refrigerator or wait for a part I will like this problem to be resolved as soon as possible. Thank you, I hope you're able to help me with this problem.

Desired Settlement: To fix the problem or give me a new refrigerator

Business Response: We have reviewed the account and exchanged out the fridge for the customer. The parts are still showing on back order from the servicer. The servicer has failed to keep us in the loop. Customer was satisfied with the resolution. 

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: RC Willey offers interest free financing on a purchase for a designated time frame. If you have more than one purchase, with financing, they set up each purchase as a separate account. They designate a minimum amount for each purchase you must pay. When the interest free time period is coming to a close, you must pay that purchase off or the interest that has been incurred over the time period will be added. The way RC Willey has the purchases designated as separate accounts means that if you want to pay off that purchase that has the interest free, you must make additional payment on top of the minimum you are paying to the other accounts. The financing does not allow you to take the payment from the other purchases, pay a bit less on them, and move the bulk of the money to the end-of-interest-free purchase to pay it off, without paying a penalty for not paying the minimum on one of the other purchases. RC Willy automatically inserts the minimum you must pay for each purchase on their web site bill pay and if you try to make less of a payment than they have designated in order to pay more on another purchase, again, you are penalized. Additionally, if you do not pay off the account,in addition to having the interest added, they charge a late fee for not paying it off.

Desired Settlement: Change RC Willey's financing practice of making each purchase a separate account, to allow for for the movement of payment where the consumer desires.

Business Response: RC Willey does offer multiple financing plans to our customers including a regular interest bearing plan, a 6 month, deferred interest plan, a 12 month deferred interest plan, and a 18 month deferred interest plan. The regular revolving plan is available every day to our customers.  The 6, 12, and 18 month plans are also available everyday to our customers who make a qualifying minimum purchase.  For the 6 month plan the minimum purchase amount is $300.00.  A minimum purchase of $1,000.00 is required to qualify for our 12 month financing, and a minimum purchase of $2,000.00 or more would qualify for our 18 month plan.  


If a customer makes a purchase one month for only $500.00, that amount would qualify for our 6 month finance plan with a required minimum payment.  If two months after the initial purchase, our customer makes and additional purchase of $1200.00, that purchase would qualify for 12 month financing and would then create its own minimum payment for that plan.   subsequent purchases qualifying in either plan would only be added to the remaining balance of that plan which may change the payment amount on that plan, but would not create an addition payment.

By law, any creditor who offers interest deferred financing must require a minimum monthly payment (not equal payments) on each deferred interest balance.  Once the minimum payments on each plan have been satisfied, our customers are welcome to apply any excess payment amounts to whichever plan balance they would like.  Regardless of whether a interest deferred balance is expiring, the minimum payments must be met on all the plans or it will result possible late fees or interest.  Because the minimum payments are mandated by Federal law, RC Willey is not at liberty to change the minimum payment requirements on separate financing plans.

  

Consumer Response:
Complaint: ********

I am rejecting this response because:


When the interest free time period ends, RC Willey puts the whole amount due to pay it off as the minimum amount due.  For example, the minimum for that purchase might have been $100.00 each month. When the free interest time period comes to an end, they make the minimum the total amount due to pay off the account. So if $300 is the total left, instead of the normal minimum due of $100.00, they make the $300 the minimum due on that purchase. If you can't pay the $300 knowing that the interest will be added, they also add a late charge since you did not pay the account off.  Other retail businesses do not do that. They simply add the interest to the account, and the minimum will be adjusted to take into account the addition of that interest.  RC Willey's online access makes it very difficult to follow when the interest free period is up, so you log in and see a minimum amount due could be double what it had been the month before.  

Sincerely,

****** *****

Business Response: Our customer is correct that when a deferred interest plan is set to expire, RC Willey does bill the entire expiring amount as part of the total minimum payment, however our customer is incorrect in saying that we penalize our customers with a l;ate fee if they don't pay the entire minimum.  


When an expiring balance comes due, the customer is notified by separate letter of the option to either: 1) pay the entire billed minimum amount in order to avoid the accrued interest, or 2) to just make their normal minimum payment that they are used to, in which case, the accrued interest will then be added and the balance transferred to a regular revolving plan for the next billing cycle.  This notification takes place either with a separate letter enclosed with their billing statement (for paper customers), or via a pop-up notification upon account log-in for our e-statement customers.  If a customer makes a payment of any amount during this billing cycle, regardless of whether they pay the entire minimum payment or even only a small portion of the minimum, no late fee is assessed.  Aside from the plan with the expiring balance, if a customer does not satisfy the required minimum payments on other plans that they may have (6 month, 12 month, 18 month, or Regular revolving), Those other plans will cycle past due and be required on the next billing cycle in addition to the normal monthly payment. 

I invite our customer to look back to her last expiring plan balance (7/01/15 - 7/31/15) and verify on her account that no late fee was assessed on July 30th, 2015 even though she didn't pay the entire expiring minimum payment.  As indicated above, the accrued interest was simply added to the remaining expiring balance on her 6 month plan as of the cycle date, and transferred to her regular revolving plan creating a new minimum payment on all of her plans for the August 1 - 31 billing cycle.

Following this same method, our customer currently has the remaining portion of her 6 month plan that is due on the 25th of this month ($******).  In addition, she has a $***** payment required on her 18 month balance, a $** payment required on her 12 month balance, and $***** required on her regular revolving plan for a total minimum payment of $******.  The amounts that must be paid so as not to cycle past due are the 18 month, 12 month, and regular revolving required payments ($******) which she can direct on the web when she makes any payment.  Any additional amounts paid will  apply to the expiring 6 month balance.  If that balance is not paid in full, the accrued interest will be added and that new balance transferred to combine with the existing regular revolving plan.  There is no penalty for not paying an expiring balance in full.  As long as any payment is made, no late fee will be assessed.

If our customer would like to discuss her options, she may call us directly at ###-###-#### and speak with a billing representative for clarification.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

****** *****

11/5/2015 Problems with Product/Service
11/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had our carpet and vinyl installed in late March of 15. Paid company to do the flooring, move furniture, appliances, and hook up refrigerator. Carpet was laid beautifully, vinyl installer undercut in most areas around baseboards to the point where we needed to add almost an inch board behind the kick plate by our cupboards in the bathrooms (2) and kitchen and still needed a large bead of caulking to cover up open areas (that part the initial installer came back to do). Also had a problem with the metal banding between types of flooring. One piece by the door had a split clear across it. I called to complain, RC Willey had him fix that too. We had to take 2 more days off to be there for this work to be done since the carpet person needed to come back as well. RC said they'd "make good" with us. When paying my bill that month, I realized $100 had been credited. Not enough to cover our time or materials, but it was a gesture. The first of June, I noticed a square area on my carpet that was wet on the opposite side of the refrigerator wall, but thought it was possibly from over watering the plant next to it. I cleaned it up with my Bissell cleaner and left for a 10 day trip. When I returned, I was vacuuming my living room and found the floor to be absolutely soaked. I pulled out the sofa and it was wet there as well. I tried to move the fridge, but it wouldn't budge. The thick luxury vinyl had swollen up under it. We had to remove everything from it. The wall was soaked and at the touch our fingers imprinted on the drywall. Ins., plumber, and contractors were called out. Ins. said it is clear the leak began when refrigerator waterline was last hooked up as evident by the water damage and the valve. Water started at the spigot which is encased in a plastic box seated in the wall. All 3 people said whenever you hook water lines up you watch it for a few minutes to ensure there are no leaks as that is the time they reveal themselves..especially after being disconnected from water longer than 24 hrs. (2 days I believe for ours). I still have the valve to show where the water leak was visible under the ***** Normally the water will go over the floor, but the vinyl next to the cupboard by the fridge was cut too long and wasn't sealed. The water went under it and under the carpet on the other side of the wall. We have mold in our walls, flooring, sub floor, and cupboard...possibly in our pantry. My ins. said slow leaks are not covered. I called your guys and was told that the installers ins. would be in contact with me. They were, but after waiting until Sept.15 to tell us that the installer said he never touched the waterline to the wall and that he wouldn't see if there was a leak even if he did. Therefore he isn't liable for anything. Clearly he could see it if he looked. The line was coiled up and attached to the fridge when it was sitting in my living room. He moved it in place and hooked up the lines. How could he not see it? I do have all of my paperwork and statements from several people who saw the problems. I won't go into how rude I think your flooring manager is when he wants to protect you from liability. We spent over $10000 on this flooring and the estimated cost to replace it WAS around $5000. It still hasn't been taken care of and according to your manager it is still very wet under our floors - possibly causing more damage. We don't have money to throw into this and don't feel it is due to our negligence. It was a shoddy installation in the first place. We were under the impression that people you sent out work for you. Then we get the lovely blame game. By the way your manager suggested that we have our insurance guy sue the installers insurance guy - what kind of business is that? We just need it fixed. We had a beautiful home with horrible flooring for 10 years before we decided to bite the bullet to replace it. Now we have beautiful flooring, just don't look closely around the edges, and a damaged home.

Desired Settlement: Replace the flooring and pay to have the house fixed back the way it was. *Walls, mold, paint, floors, subfloor, cupboard, possibly counter-top - which by the way we just purchased a year ago this month. My contractor thinks he can try to save the counter-top, but said they are often broken when cupboards are removed. *just repair all actual damages.

Business Response: To address all concerns.

1. Vinyl cut short from toekicks. This was a miscommunication between the customer and installer. The installer was told by the customer that they were going to install baseboards in these areas after the vinyl was installed. After the customer called to complain we realized the customer only put on a new 1/8" skin on the toe kicks which caused the vinyl to be short in a few areas. These items were addressed, corrected and the customer signed off as completed.   
2. Metal banding problem. The installer did not have enough metal to put all metal in full pieces so one area was put in two pieces. This was addressed and corrected and the customer signed off as completed.
3. Water damage. This is an unfortunate situation for all parties involved and really is no fault of anyone. It is clear the water damage was caused from the valve failing. With the water leaking in and under the walls floor damage is going to occur. The installers insurance company concluded this is not the fault of the installer. This is simply an unfortunate fail of a valve. After the fridge was reconnected the valve was turned back on 03/24/15. No leaks were apparent at that time. An inspection was done at the jobsite on 04/11/15 to determine the repairs needed and no leaks or water were present at that time. The installer went back on 04/20/15 to do the repairs the customer requested and no leaks or water were apparent at that time. The carpet was originally wet 06/01/2015 and just 10 days later the floor was completely soaked. The valve probably started leaking close to the June 1st date. If it had been leaking since 03/24/15 when the floor was initially installed the water would have been apparent much sooner. The last inspection was done 09/12/15 and the vinyl subfloor was swollen under the fridge and will have to be replaced. The carpet looked to be in good condition. 

We would like to be as empathetic as possible and are very sorry with the magnitude of the damages and although this is no fault of any party involved RC Willey is willing to work with the customer to replace the damaged kitchen flooring to help with this unfortunate situation. 

Consumer Response:
Complaint: ********

I am rejecting this response because:1. I specifically told the sales rep about how thin the kick plate was. It seemed strange that this was what was offered at the store if we went with wood. I told her that when she asked if I wanted the vinyl kick plate installed. I also told the installer that I had it in the gara ge if he needed it when he asked if we were going to install it ourselves. He said it wasn't necessary. Also, that doesn't account for the fact that one side of the fridge, where the water went under the flooring was over cut by almost  a half inch. 

2. If he ran out of metal bands why didn't he just go get more? I don't believe that was accurate anyway because it was clearly cut there. This is all by the entry door by the way. Not professional. Yes it was fixed, thank you, but my point is about the entire frustration. 
3. There wasn't anything wrong with the valve, it was the seal inside. 3 professionals told me that those reveal themselves after sitting and the being plugged in, which is why you wait a few minutes before leaving it. He plugged it in and immediately pushed it into place. You are right, you did have someone cime out, during those dates, none but the one in June, however did your inspector EVER look anywhere near my fridge. He was in and out. He was ticked that my insurance adjuster, plumber, and contractor all stated that this had been leaking since installation from the pipe, wall, and floor evidence. By the way, the carpet was soaked, but in the area right behind the frigerator wall. The pipe didn't burst, it was a slow leak. I still have the pipe.

Sincerely,

***** ******

Business Response: To address the concerns: 

Vinyl cut short from toekicks and metal banding problem. These items were addressed, corrected and the customer signed off as completed.   
Water damage.  The customer has stated the seal inside the valve failed. This is an unfortunate situation for all parties involved and really is no fault of anyone. With the water leaking in and under the walls floor damage is going to occur. This is simply a seal inside a valve that has failed causing a leak to occur. After the fridge was reconnected the valve was turned back on 03/24/15. No leaks were apparent at that time. An inspection was done at the jobsite on 04/11/15 to determine the repairs needed and no leaks or water were present at that time. The installer went back on 04/20/15 to do the repairs the customer requested and no leaks or water were apparent at that time. The carpet was originally wet 06/01/2015 and just 10 days later the floor was completely soaked. The valve probably started leaking close to the June 1st date. If it had been leaking since 03/24/15 when the floor was initially installed the water would have been apparent much sooner. The last inspection was done 09/12/15 and the vinyl subfloor was swollen under the fridge and will have to be replaced. The carpet looked to be in good condition. The installers insurance company as well as the consumers insurance company have both denied any claim.

We would like to be as empathetic as possible and are very sorry with the magnitude of the damages and although this is no fault of any party involved this is the final Decision from RC Willey. RC Willey is willing to work with the customer to replace the damaged kitchen flooring and any damaged carpet to help with this unfortunate situation. 

Consumer Response:
Complaint: ********

I am rejecting this response because:
No one ever checked for leaks! Your inspector never even looked at those other issues closely. He peeked in the kitchen. That leak was under the flooring because the water went under it due to lousy installation. 3 professionals stated that or I wouldn't have come to you in the first place, I would have sucked it up. Bottom line, you don't take care of your customers, back products, or installation. That is clear from the many posts on the internet.  If think big money behind you is enough because shrimps like us can't do anything about it. Good luck with that. Your former consumers have a voice and it is going to be heard. That isn't a threat. I am being honest.

Sincerely,

***** ******

10/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They DO NOT stand behind their products!!! We have a voicemail from THEIR REPAIRMAN that tell us that we have a defective panel and that Sony will replace the TV. Then Sony calls and tells us our TV is damaged and they will NOT replace the TV that we owe over $2000 on. RC Willey REFUSES to help us. Now that they have our $2700, they have thrown us out like trash!!!!! They are criminals!!!! If anyone is interested in hearing the voicemail that we emailed them please let me know because I would LOVE to show you how they treat their customers!!!! Love to!!!! I will tell anyone who listens what happened to us! And they think that we are going to let it go! I am going to post our story every single day until this is resolved. Then they ask for a private message so that their other customers don't see how little they care. Here is a picture of Sony's poor customer service!!!!!! I don't have a picture of RC Willey's customer service because after we bought the TV, we have become TRASH to them. In 2015 we bought a $3000 leather sectional, a $1400 washer, $799 red couches and $800 on a coffee table and end table and last but not least the $2700 TV that has defective panel...that they later called impact damage!!!! Crazy how the customer service changes when you are blowing THOUSANDS of dollars!!!!!!!! We did get 1 call from RC Willey after the TV broke. It was to ask WHY WE CANCELLED THE EXTENDED WARRANTY THAT HE LOST COMMISSION ON!!!! He said that he would have the manager call to help us. I bet you can guess what NEVER happened! Hey RC Willey, if we offered to spend another few THOUSAND dollars, would you help us? And please don't bother copying and pasting the same response you put on every other complaint.

Desired Settlement: the repair man called us telling us the problem. I don't know what happened to the tv but if something was broken it was wasn't when the repair guy called me so the only person around was the repair guy to break it.

Business Response:

The service tech that was sent out determined that the TV was damaged by the customer. Our warranty department returned the extended warranty to the customer since the customer would not be able to use it towards the TV. Our store management reached out to ******* and was able to help with get a good deal on a TV.

10/6/2015 Guarantee/Warranty Issues
10/5/2015 Problems with Product/Service | Complaint Details Unavailable
10/5/2015 Problems with Product/Service
10/1/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE PIRCHASED A TV STAND WITH A BUILT IN SPEAKER SYSTEM THAT WAS DELIVERD ON 9/24/15. It was delivered with gouges, scratches and missing all of the parts to make the speaker system work. My husband called Thursday night to set up getting the missing parts and was told a service person would be here in 2 weeks. Not wishing to wait 2 weeks for something we paid full price for, we asked that it be done sooner. The manager my husband spoke to told him he'd get a call back win 48 hours to set up a quicker service. As of today, 9/26 we had not gotten any calls. When my husband called customer service again they told him there was no record of our issue. He then asked to speak to a manger and was told he couldn't. When he finally did speak to someone he was told they would have to call him back some other time with a resolution.

Desired Settlement: We would like to be compensated for the missed day from work in which we took off for the original delivery. We would like a service person to deliver and install the correct parts and fix the gouges and scratches orrovide a brand new and correct item.

Business Response: Response to complaint from ******* *******.

We have spoken with the *******s.  We apologize that the merchandise did not meet their expectations.  Service has been ordered to repair in home.  A financial compensation was given.  The manufacturer has been contact in regards to the remote.  The situation is in process of being resolved.  We will follow through to ensure customer satisfaction.
Tammy C*****
General Manager
RC Willey

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

9/29/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a bed on 9/19/15 and confirmed delivery for 9/24/15 at the time pf purchase. Used credit card for payment and credit card charge was processed on 9/22/15. When the delivery team called this am they told us that that had a headboard and footboard but no side rails and support slats so did we want the bed delivered as they did not have all the part needed for set-up and that the missing parts were back ordered until 11-2-15. I called the customer service center this am and spoke a Nina at 905 and was told that she had to wait until the store opened at 10 to see if they could do anything and would call me back. I called again at 1022a as I had not heard back and this time spoke with Scott (customer service manager) who said that they were "checking into the problem and would call me back". I asked to speak to the Sales Manager and was told that they were not there today and then asked to speak to the Store Manager and was told that they were not there either. I told Scott that I wanted this taken care of today and was told that the Sale Rep "should have told us that these parts were on back-order". We were never told this. I asked them to take the rails and slats off of the showroom peice and bring them out and was told that "this was not possible". I then requested that the order be cancelled and my credit card amount be refunded immediately as they had sent the charge through prior to delivering the purchased items! This then ensued another conversation about how they did not store cc information and I needed to leave my job and travel to a seperate building to retrieve the cc number for them. Both my son and I lost over 6 hours of work this am trying to get to the bottom of this fisaco due to their poor customer service and miscommunication. This is completely unacceptable!!

Desired Settlement: I expect an apology as well as an immediate refund and a review of their practice of "billing in advance" of actually completing the contracted service. I find it hard to believe that a store the size of the Draper location is without some type of manager on duty for an entire day. Totally appalling!

Business Response: I spoke with Ms. **** this morning and apologized for all the inconvenience we caused her & her son. She offered some good suggestions on how we can be a better company. Some of the ideas I can take care of here at the store the others will be forwarded to the appropriate people. She had a concern about her refund to her credit card. This was processed yesterday, September 24th, any delays in actually showing on her card will be delays between financial institutions. 

DeVon G*******
Manager - RC Willey Draper
 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** ****

9/25/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Today 9/11/15 at 8.45 pm from phone number ###-###-#### , i called to report that my fridge was not working and that i wanted to have someone come look at it, since i got the 5 year warranty , however the customer service rep, was very rude about things and when i was trying to ask about what could be done, she told me there isnt anything , you can call m-f 9-5. thats when they open , i asked her if there was anything else she could do , she stated that there was nothing, but i could talk to the manager tomorrow , i asked what would he be able to do for me, she said i dont know i dont work there.... when i was telling her about the food on my fridge that will go bad, she cut me off and ask me in a very rude tone ( like she didnt have time for this ) she said IS THERE ANYTHING ELSE I CAN DO FOR YOU..........i said no and hung up. You are all welcome to listen to the call. I will try to contact the manager tomorrow, and if i dont get anywhere, i will contact GP, and i have some friends that work for Radio and newspaper here in Utah, and i will make a complaint and report this in the news, if i have to, also if i cant get this fixed soon i will contact my attorney ***** and i will make sure that he gets intouch with your attorneys and then they can work that out. I am very disapointed in this service,

Desired Settlement: I need this fixed asap

Business Response: I have left a message for the customer and I have service going to repair the refrigerator.

9/21/2015 Problems with Product/Service | Complaint Details Unavailable
9/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: At the end of July I purchased an area rug from RC Willey for $534.24. I was told by the salesman that the rug wasn't in the warehouse and that it would be delivered to their location within 2-3 business days. After 2-3 business days I received no phone call so I called the warehouse. They said that it wasn't at the draper location and the salesman was dishonest and made no request to have it moved to draper. I was told to visit the murray store to view the product. Once I arrived at the Murray store I was told they didn't have it. 2 weeks later I went back into the draper location and asked to speak with a manager. I was told the manager would have to call me. The flooring manager of the draper location called me a few days later said that there was a mixup and he would get it taken care of a long with a $50 credit for the trouble. He additionally stated that the rug would be available 2 days later and he would give me a call. It is now September 4th and no one has cared to get this solved, and there has been no credit issued. I have asked to speak with the General Manager to get this resolved and was told he doesn't talk with customers. To summarize to get a carpet I have been to the draper store 3 different times, the Murray store once and had to make 7 calls. and after a month no one has done anything to get it delivered.

Desired Settlement: We demand a full refund plus compensation for time, gas and resources spent running errands for your incompetent employees. We have received no product and there appears to be no effort to resolve this issue internally.

Business Response: I talked with Mr. ******** on Friday Sept. 4th & again today, Tuesday Sept. 8th. As requested I have refunded the amount to his credit card today. 

DeVon G*******
Manager - RC Willey Draper

9/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I bought a couch with a life time warranty. I then had to pay 85 dollars to have a RC Willey tech. come out and verify that it was a warranty issue. The backs of the powered recliners are loose and lean back at about a 45 degree angle when in the full up right position. The tech said the rivets came loose in the frame work, and it is a warranty issue. I have been waiting 5 months for this to be fixed, I have called several times always with the same answer "Don't Know When We'll Get The Parts". This has gone on long enough. I am scheduled for knee replacement surgery in 3 weeks, it would be nice to have a comfortable place to sit during my recovery! The life time warranty is what sold me on this 1400 dollar p[us couch that I have had nothing but trouble with. In the first 2 weeks a handle broke off and they replaced it. At about six months a piece inside the frame work came loose, they removed it rather than repair it. Now at 2 years the backs of the recliners are falling off.

Desired Settlement: I would like to see it repaired or replaced in a timely manner, Preferable replaced, this thing has been an inconvenience since the day I bought it,

Business Response: We had to order the parts to repair the piece directly from the manufacturer. On 8/19/15 we received an email from the factory that the parts were being shipped to us via UPS with an expected delivery date of 8/26/15. We did receive the parts on 8/26/15.  We have spoken to Mr. K***** and explained to him that the parts arrived. We are picking up his sofa on 9/3/15 to bring into our repair shop to be fixed, he is also receiving a loaner sofa to use while his is being repaired.

9/1/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had called the company around 8/7 because I had been online trying to make a payment a few night before and my payment stub was $358 with some cents the computer was asking for lil $436 I tried to bypass it and at the end I didn't know if it charged my card the three or four hundred I called that day spoke to a very rude rep who refused to go e me her name and put Mary in corporate finance on the phone who was rude I told her all I needed was clarification or I would post my bad experience and she said is that you version. I said yes what is your version she said well where do I start late payments, missed payments returned checks I said look year ago when restarted the account I did not get an invoice but I made up for it so if that is what you have she continued to have her bad mouth so I did call her a few names and hung up. I never got my refund from the deposit on some flooring I had ordered the cancelled a few days later, Today I went in to pick up my partners tablet it was not ready we walked around I wanted patio swing so as I went up to the register I told the cashier to add my partner to my account she took a while was very nice but came up with a letter and said okay Nick we can't offer you any credit and Ryan corporate closed your account we can no longer offer you any credit I am gon a file with the FTC but first I want to see how they will try to fix my issues

Desired Settlement: I want my full refund and apology from the president and Mary's head on a platter who closed my account based on me setting her straight

Business Response: I have been asked to respond to our customers' complaint.

As I read through our customers' complaint, I have identified four separate issues.  They are, questions regarding a payment that was made on the RC Willey web site, a phone confrontation with a representative at RC Willey Financial Services which resulted in name calling and threats, a refund from a deposit made on a cancelled flooring order, and the closing of the RC Willey Account. 
I will address each issue separately from RC Willey's perspective.
Our customer did make a $****** payment on-line on 8/04/15.   The account balance prior to the payment was $****** of which $****** was on a 12 month- interest deferred finance plan and which was due in full by  8/05/15 in order to avoid the addition of accrued interest on that balance.  The remaining $****** was the remaining balance of a mattress purchase from October 2014, ongoing periodic interest and fees, and a March 5th on-line payment which was returned unpaid by our customers' bank on March 12th and was placed on the accounts' regular revolving finance plan .  I cannot determine where our customer saw a $****** on-line amount when he attempted his $****** payment.  Regardless, his payment was made and his account remained current. 
Next the phone confrontation occurred on 8/05/15 when our customer says he called to verify the amount and receipt of his payment the day before.   During the call, when our customer wasn't satisfied with the responses of the initial billing representative, he was transferred to the supervisor who verified the previous day's payment and in looking at the remaining revolving balance mentioned the returned payment (or returned check as she referred to it) from March.  Our customer, as he states in his complaint, issued threats regarding postings to social media because of his treatment, used a string of abusive names directed toward the supervisor and hung up.   Anything further regarding this exchange would be hearsay. 
The refund I believe our customer is referring to is the required deposit on special order floor tile which he subsequently cancelled in July.  The store maintained $28.00 of that deposit as a non-refundable restock fee because of the nature of the special order.  The store then transferred the remaining $***** of the deposit to the balance on the regular revolving plan reducing it by that amount.  If our customer would like that $***** allowable portion of his deposit refunded to him, we would be happy to do so.
Finally, our customers alleges that it was the confrontation with the supervisor whom he spoke with previously who closed his account.  That is not the case.  In fact, the account is not closed, only suspended from being added to until the specific  credit issues as indicated in the letter presented to him are resolved.  The account was originally opened and the credit line established based on our customers' credit record at that time and the perceived risk to RC Willey based on that record.   When our customer asked to have his partner added to his account, a new credit report was requested as allowed in our security agreement.  The resulting report showed numerous unresolved credit issues which in turn increases the account risk to RC Willey.  Because of the evident increased risk, the account was suspended and our customer was provided with an adverse action letter (which he acknowledges receiving) as required by law identifying the issues and  what he needed to do to resolve them.  At no time was the previously mentioned supervisor a part of that decision.
Conclusion:  If our customer would like the $***** portion of his original tile deposit refunded, we can certainly do that at his request.  I see no reason for an apology from the company president and none is forthcoming.  Finally an RC Willey associate's employment status is an internal issue and is not subject to the demands of our customers.
  
.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I want them to credit the amount and as you can see BBB they could careless not only was I warning them I would file a complaint I will go full out I have one negative hing from Conn's plus so for them to say multiple things is defamation of character and I will continue the case in a court of law after the BBB presents my rebuttal I am declining your offer for arbitration as I use to work at your Las Vegas BBB participating in them 

Sincerely,

Ryan H********

Business Response: The position of RC Willey regarding this customer and his claimed issues remains unchanged.  There will be no change to the decisions already made regarding this customer.

RC Willey Financial Services

8/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: RC Willey purchase of $4,000+ tempur medic bed. Salesman Doug in SLC initiates phone call stating bed will arrive Friday between 2pm to 9 pm. Two people left their jobs on a Friday - no call no show. Called Saturday morning, spoke with a warehouse manager, ************ who assured the bed would arrive Saturday, August 15th by 6 pm. No call no show. Called Doug back after 6 pm. He stated the bed is actually not coming after all because now it's on back order. As of Saturday, no one knows what's happening and two days have been wasted with no assurance or precise information.

Desired Settlement: For the wasted time and mis-information, and constant dishonesty about the availability of this product while continuing to proceed with a sale and dishonest sales practices - a credit should be extended to our customer account

Business Response: The sale associate has contacted Mr. M*** and resolved any outstanding issues.

Thanks

8/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, I went to your Rocklin, CA store to purchase two mattress and two bed for my home. The sales person recommended us to purchase beautyrest “Marisol” Luxury queen firm mattress and totally discouraged us to buy any other low priced mattress. We followed his advice and purchased the mattress and bed. I asked specifically whether these mattress are protected under price match guarantee to the sales person and both assured ne that price match is guaranteed for this mattress sales. I was least bothered about beds as the beds were under clearance so again asked if these mattress has price match guarantee and they confirmed that yes if I find lower price mattress from same brand and product then they will match the price within 30 days. After a week I was looking to buy another bed and mattress for my master bed which is not urgent and I was just researching how much will it cost to replace both bed and mattress. To my surprise I came to know that the same branded product with exact specification with just different key word is sold $200 to $400 less in both my local retailers, amazon and sears. I called the company headquarter very next day and explained the situation clearly and also mentioned that the name is same but one keyword is different. Example on your case it is “Marisol” . The HQ customer service told me to contact the store with all the information what I found and they should able to help me. I went to store and spoke with customer service and customer service manager “Courtney” . Initially they took some time to look in the computer and told me the model # is not same so they can’t match the price. I specified that the mattress what you sell is exactly same as the mattress what is sold by other retailers but the “key word” Marisol is different. They told I need to find the exactly same name and model # and then they will price match. I asked them to show me any other seller selling “Marisol” branded mattress. They said yes they will show me. I waited for 15 minutes and then they came back and told no other seller sells this mattress and to price match they need to contact manufacturer and head quarter and they need 24 hours for that. Today I got the call from same CS manager Cortney and she told that she can’t price match these mattress because this is made exclusively for their store. I asked then why did they promise price guarantee before sell. I requested them to take back the mattress and refund my money. She insisted mattress can’t be returned. As a reputed seller we trusted your store and purchased these items even without researching in the market. I was hoping your company is trust worthy company and purchased my bedding requirements. I feel I was cheated and deceived by Sales person, Cashier, Customer service manager. I request you to look into my matter and resolve the matter amicable. Thanks, Laxmikanta D*** *** *** ****

Desired Settlement: Either refund me the money by price matching with other sellers or take back the mattress and refund my money.

Business Response: This customer sent me an email and informed me on August 6th that the issue was addressed. It was taken care of by Tammy C*****, our store general manager.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

Laxmikanta D***

8/19/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: On 8/6/2015 I purchased a Samsung UN55JU7100 TV at RCwilley Henderson Nevada store at approximately 10:30AM. Salesman promised delivery to the store for pickup by me on 8/7/2015 between 10AM and 3PM. I arrived at store after 3:PM but NOBODY could tell me where the Tv was or when it would arrive. I got a refund. Thus, I wasted 2 trips to RC Willey and lost 2 days of buying the TV from another local retailer that has them in stock. FYI, I also got it at a LOWER price from another retailer.

Desired Settlement: I posted a 100% honest and accurate review of the great TV and my purchase experience. My review was NOT posted on your website. I would like to see it posted or receive an explanation of why you refused to post my review because aside from being a consumer, I am a consumer advocate and journalist.

Business Response: I apologize for the inconvenience with Mr. W***'s product review and for the issue with it arriving at our Henderson store. The service that we use for product reviews rejected the review when it was submitted. I went into our system and manually approved your review. It will show up within the next few hours as it can be processed in our system.

8/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a living room set and applied the remainder of the amount to a credit line with RC Wiley the latter part of March. I was informed I would receive a bill within 30 days of the purchase. I received a welcome email from RC within a week of the purchase. This indicating all of my information was correct. 30 days went by and no bill. I called RC Willey in Rockin and received the worse customer service ever. At that time I was looking to pay some of the bill seeing that I had not received a bill. I was looped into an automated system and sat on hold for more than 30 mins. At this time I became frustrated I finally got to a rep and asked the rep where the bill was. She explained the bill was mail to another address. I explained to her I changed my address inside of the store, so I was not sure why they were sending the bill to a different address. She told me she sees the bill being sent. I asked her if I could change my address and she said no I have to come in to do that. I then said I just want to pay the thing she then said that's not my department and I was again looped into an automated system and another 10 mins passed by. I hung up the phone and called back and demanded to speak with a supervisor. I spoke with a supervisor who said she could not waive the late fee, because it is late. She waived the finance charge. I told her when I went online to set up an account, online could not find my account. She read back all of my information and it was correct. I asked to change the address and she did. I then asked if the bill would come so I can pay this. She said the bill should start to come. I made that call the early part of June and have not seen a bill yet. I am filling this complaint because I believe my account information was tampered with. I called RC Willey this month and asked for my account number again expressing I have not received a paper bill. The customer service rep was very rude and gave me my account number. I tried again and was not able to get online again. When I searched for my account information I noticed there was an extra g in my last name, which was not there before. (I.e. I received a welcome email from RC Willey) Also my invoice information from the first purchase shows the correct email address. At this point I am upset with the customer service RC Willey has provided, in this case none. They have made it very hard to pay the bill. I don't know when it's due how much the payment is nothing. I cannot get online and when I call in I get the run around each time. I feel they are making money through the interest they collect by not providing a bill and making it hard for me to make the payment. Rocklin is not close to my home, and mailing in a payment was not an option (at least one that was offered to me). As of July 14, 2015 I have NOT received a bill (purchase was in March 2015), still cannot get online, and still get the run around. I plan to contact the credit lines as well to dispute the passed due that was applied on my credit. This being the company did not disclose the bill or at least provide a due date when I was in the store.

Desired Settlement: I want RC Willey to do the right thing. Either start this bill over without the late and service charges or provide a credit to the bill. They did not try to help me resolve the problem nor helped with trying to make the payment. I think someone dropped the ball and they are making me suffer for it. I also want RC Willey to remove the negative marks on my credit because I did everything I could to make a payment but as a company they did not do everything they could to help me with this bill. I want to pay this thing off and close the account. I do not want anything more to do with such a horrible company.

Business Response: Upon receipt of this complaint, it was forwarded to RC Willey Financial Services Billing office for review and resolution.

Our customer is correct, the ball was dropped by RC Willey associates on at least two occasions, once when the credit account was set up (1/24/15) with an incorrect email address for e-statements, and again in June when the store was contacted about the issue and they failed to both correct the email address, the mailing address, and waive the accrued fees and restart the original purchase because of the error. 
As of July 16th, the corrections have been made to ensure that our customer will begin receiving her monthly e-statements at her correct email address.  The original balance has been refinanced on the 12 month financing plan that was originally requested.  The additional fees including accrued interest and the late fee assessed on May 15th have also been waived.  Now that the email address has been corrected, our customer is able to log into rcwilley.com and review her on-line account with us which i see she has done as of July 18th.  She will be receiving a monthly e-statement notification on the 11th of each month and her payments are due on the 5th of each month beginning September .5th, 2015.
Be assured that no delinquency or negative notice has been made to the various credit reporting agencies regarding this account or its recent history.  We apologize for the concern this has raised with our good customer.  The account remains in good standing with RC Willey and we anticipate the opportunity to provide better service to this customer in the future.

7/29/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a bed set (mattress, box spring and frame) from RC Willey within the last 2-3 years. The Mattress and Box spring are still under warranty. We have had problems with the Box Spring since purchase, since it was always loud (like something was broken inside it), but we thought it was the steel frame. We decided to take the bed off the frame and the noise got worse and we realized the box spring is VERY broken. Like it was dropped in transit or something. The wood is splintered and the cardboard top inside the piece has slipped loose and collapsed in one (almost 2) corners. They gave a speech on the phone and had to send someone from the manufacturer to inspect the piece. They did inspect the Box Spring and only noted the collapsed corner (not the broken wood), and that it made a lot of noise. 2 weeks later I received an ambiguous letter stating the warranty on the mattress/box spring was void due to a dime sized stain on the MATTRESS. Frustrated at the vague canned response, and because the problem is not with the mattress, I called RC Willey back and was transferred to the VM of the mattress warranty lady. I left a message and have called several times since and have received no response. It has been over 1 month. We have been loyal customers of their company, have an open credit card with $0 balance and simply wanted help fixing this problem. The run-around and lack of communication has left a VERY bad taste in our mouths and we will not likely be purchasing from them again due to the lack of decent follow up and service. We are not by any means heavy people, so there is no way the broken piece is due to our body mass, and we have not moved the bed since it was first brought here. This is a construction flaw and the company is trying to void the warranty of the box spring because of a small stain on the MATTRESS. This is very bad form RC Willey.

Desired Settlement: We desired a replacement box spring (likely an $80 value).

Business Response: The credit for the box spring has been written up on the customer's account since 6/29/15. We can exchange the box spring at any time. We had the incorrect phone number on the account, which has now been updated. Our warranty department will be in touch with Spencer about making the exchange.

Adam

7/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have an ice maker with a purchased warranty. Our ice make went out and we filed a customer service claim. After much back and forth a company was sent out to verify the compressor had failed. It was covered under the extended warranty. It has been almost 3 weeks and our ice maker is still broken and no contact as to the parts, or the repair have been communicated to us. Calls fall on deaf ears, and while they say they will get it fixed no resolution is in site. I simply want the simple repair to be made in the spirit of the extended warranty.

Desired Settlement: Simply fulfill the promises made regarding support of the extended warranty. This is a simple repair, and should have been handled in the first week. We are soon heading into week 3.

Business Response: I have spoken to the customer this morning about the fridge. Customer is on the schedule with the parts 07/16. Customer is aware that BuyRite is coming out. 

Angela N******

Consumer Response:  
Complaint: ********

I am rejecting this response because:

They came out today to fix ice maker, and it still is not fixed.  The tech left after two hours and said it could not be fixed, or he needed more parts.  No follow up and still no resolution after three weeks.  

Sincerely,

David C**

Business Response: After the tech installed the Compressor and started to fill the unit there seems to be a leak in the coils. This is something the tech could not have foreseen. We are ordering a new coil system for the Ice maker. The unit is 5 years old so parts are a little harder to get because of the age of the unit. The parts should be here no later than 10 business days. The tech will call the customer as soon as we get those parts to install them. I have been in contact with the customer and informed him of the repairs. 

Angela 

Consumer Response: Complaint: ********

I am rejecting this response because: I do not have confidence that this will be repaired. This has taken over three weeks and to take over a month to repair an ice maker is not acceptable. 

Sincerely,

David C**

7/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased $1,537.80 worth of laminate wood flooring from Rc Willey 8/5/2014 and installed it in September 2014 with the final boards installed just prior to 10/10/14. Last month I noticed what looks like buckling on an area where the floor runs the longest length. When we purchased the planks I had asked the salesman specifically what could be done to prevent the floor from gapping when the weather changes. I explained the floor we had put in one of the rooms the year before had gotten noticeable movement separations on the short ends within a few months. I asked him about nailing down the planks as I had heard with our prior Hard Wood Floor in our prior home. The salesman said that we needed to glue the Laminate Planks together and that this would prevent the gaps. I went to the store and spoke with Jason the flooring manager. When I mentioned that the salesman had told us to glue the boards Jason asked if we had glued just the ends or the entire perimeter of the boards. I told him I was unsure as I was not the one who installed the boards. He came out and said he had never seen anything like what my floor is doing. He confirmed that this is not happening in other areas of the floor, he confirmed that it is not near a water source. He asked me what I would like him to do about it, I said to refund my bank account or replace the floor entirely as I no longer have the tools or time to install new floor myself. He immediately said because we choose to instal the floor ourselves Rc Willey will not stand by the flooring and stated that he would have to talk to the manufacturer. Jason called me today and said that the manufacturer looked at the pictures and the notes he took and that it is either water damage or from the glue. I continued to ask Jason about the glue as there is no water source and the glue was his employee's instruction. This is 15 feet from the front door and Jason suggested that it is in high traffic where water could have dripped off someones feet, if this were the case there would be damage closer to the door as well. (However we take our shoes off at the door). Jason says that his employee has worked there for decades and would never have suggested gluing boards together. Jason stated gluing laminate is against the industry standard. He did not say that he asked the employee about it, he just denied it on the employee's behalf. I was there and gluing the boards was the employee's idea, otherwise we would have nailed them or gone with something that could have been installed without a risk of gapping. I just called the employee on the cell number listed on my invoice and asked him as if I had forgotten if he said to glue the entire board or just the ends and he confirmed that I was asking about laminat, I restated my gapping issue I have had before and he said again " to just put it on the ends" The buckling being isolated to this area suggests to me that the board's likely came from the same box. Rc Willey no longer carries this product or products from this manufacturer. The fact that Rc Willey no longer carries this floor for whatever reason and they are choosing to not stand by a purchase that they made is concerning. I am now frustrated that the advice given by the salesman on self installing our flooring has caused the floor to buckle and made a really nice looking floor look like crap in less than 9 months time. I had the home appraised in February and this floor was the one nice thing about the home. now that the summer has heated up the floor is crappy and in order to replace the floor I have to take out the cabinets as well as the salesman suggested we install the floor underneath the cabinets. It is now going to cost me at least 5x more than if I had the floor installed by the stores installers initially, to get this ripped out and replaced and have my kitchen reset. And now I find out the cause is that the salesman gave us advice that was against "industry standard"

Desired Settlement: I would like the entire floor replaced with a equal quality flooring. Including Rc Willey installing the new floor.

Business Response:

We looking into the complaint that Michelle B******* submitted. The salesperson, Danny T*******, mentioned to our store general manager that a customer called him a few days ago. She would not identify herself, but had a question on her laminate flooring. She asked if glue should be used to hold the floor down and Danny told her no. It is not recommended and if she glued the floor down she would run the risk of it peaking and swelling.  We also tell people to cut the laminate around the cabinets and use quarter round molding to finish it off. He never suggests that people need to pull their cabinets.
The flooring was self installed
The flooring was glued down
The peaking and swelling area of the floor is very near the laundry room which may be a cause of water damage.
Due to these items, we are not willing to meet the desired customer resolution of replacing the floor and installing it with professional installation. 
Jason did speak with the customer yesterday and mentioned that he would help her with a re-select price..She mentioned she would get back to him on it.

Consumer Response: Complaint: ********
I am rejecting this response because:

When I asked Jason about the store's liability because Danny had told us to glue the flooring he told me I had no proof, he had implied that my word would hold no credit.  I now have proof that Danny says that you can "glue flooring if needed". The boards are not glued down as implied in Rc Willeys response.   It appears this particular flooring type may have been a one time purchase by Rc Willey, however this should not limit their willingness to stand behind a product that they sold or to give a little more credit to the old motto of "the customer is alway right" and at least consider that the flooring may be faulty and that their salesman has been giving out bad advice.  When I spoke with Jason last week he had stated that foot traffic would have been the culprit, because of the location of the issue, now he is blaming the laundry...? Yes the closest water source to the peaking is the laundry room, but the flooring by the laundry room is not the issue. the issue started at least 5-10 feet away from all water sources.    I feel this may be easily resolved by sitting down with an Area Manager at Headquarters  in Salt Lake and the evidence I have as now both Dannies and Jason's statements are changing, to cover their liability. 
Sincerely,

Michelle B*******

Business Response:

In regards to Michelle B*******'s rejection response through the Better Business Bureau.  The sales associate was very clear with the customer that it was not recommended to glue laminate.  It was also made clear that if glue was used that it could cause peaking and or swelling of the joints which has happened to the area in question in Mrs B*******'s home.  During the inspection of the customers home by Jason, It was suggested that the peaking of the end joints of laminate where caused by either water damage or glue being in the joints causing the joints to peak or "pop".  Water damage to laminate can happen from various circumstances from "wet" foot traffic to leaking appliances among many other possible scenarios which can not be determined.  During the inspection by Jason there is evidence the joints have been glued on both sides of the planks.  There was also an area in the home where the laminate had not been finished being installed to the garage entrance door.  In this area it is visible that glue was between the foam underlayment and the laminate planks.  The customer was offered by Jason to come in to the store to re-select to new product where the customer would receive a good faith discount for the consideration of the customers issue.  Our last response indicated we would not be able to meet the customers request for receiving a new laminate floor with professional installation at RC Willey's expense.  
In consideration of the customers issue and in good faith we are offering the customer a 50% in-store credit of her original purchase on the laminate product only.  Professional Installation is not being offered.  This credit is for a re-selection to new flooring.  If the customer desires installation the customer will be responsible for all labor cost to remove her old flooring and install the new flooring.  This credit will not be given as a refund but as a credit towards purchasing new flooring product.  The customers initial purchase was for 43 boxes at $33.58 per box.  The customer returned 9 boxes that were not used leaving a total of 34 boxes that were used for her installation.  The in-store flooring credit being offered is for the amount of $570.86.  If the customer would like to pursue this offer please have her contact Jason N**** at the Syracuse store to make arrangements for a re-selection.
The customers concerns were discussed in a conference call between the store General Manager, our Vice President of Customer Service and Warranty, and the department manager Jason N****.

Consumer Response:  
Complaint: ********

I am rejecting this response because:
Again The boards are not glued to the padding or the sub-floor. The board that Jason saw a glue spill on a board that happens to be glued to the board next to it as it was a stopping point. We were trying to figure out the difficult angle of the turn into the garage closet (as mentioned to Jason then he was here). When Jason was here I showed him that that board lifts up. You can see in the attached pictures that those boards separates from the boards next to them. I felt under the board when Jason was here and he refused to, the glue does not extend under that board. 


 This type of flooring is something that I should be able to take out and replace a few boards with ease. Because of the bad installation directions given by Danny we were told to glue the boards together. Now no matter what has made these particular boards defect, they are not replaceable without replacing the entire row.
A huge benefit of laminate is that you can replace damaged flooring with little cost. I have lost that value on multiple fronts; one because RcWilley no longer carries this brand and two because in order to remove damaged boards I have to damage good boards.  I would not be able to replace individual boards if the flooring were to get damaged in another spot down the road as the boards are glued into columns on the short end and the entire column of flooring would need to be replaced.
This is not flooring that I have gotten half the use of its life out of, a store credit of half my money back is not going to make it possible to replace the flooring. This is a   This is flooring that I have had less than one year and it is defective. Furthermore, It is flooring that I cannot replace the defective pieces of as Rc Willey no longer carries the product, and it would cause me to damage many additional boards to pull these pieces up if I were to buy this flooring from another retailer. 

The least Rc Willey could do is Fully refund me the amount I paid for the flooring. 
It would be nice if they would also take the time to find me a similar hand scraped 12mm laminate or wood floor for the same price per sq ft. However at this point I am not positive  I would be willing to purchase flooring again from them. 

Again this is not an error on my part this is how we were told to install the flooring by Danny, this is an error on behalf of the store. If the error were mine, it would be very generous for the store to offer half of my money as a store credit, in hopes that I would buy more flooring from them. 
As it stands, I still have to remove this floor,  install the new floor, and to to replace the flooring they told me to install wrong. The least they could do is refund the cost of the flooring THEY told me to install wrong. 

Just as a reminder the installation on this floor was Late September 2014 I got less than 9 months out of the floor. 


If this is unacceptable, I would appreciate being able to meet with either the store manager or the VP of customer service as I feel the situation is still be misrepresented by Jason. 



Sincerely,

Michelle B*******

Business Response:

Brent, our general manager from our Syracuse store, reviewed this with Danny, Jason, and John B****** (our VP over Customer Service). The offer of $570.86 is more than fair due to the installation issues that have previously been discussed. Her statements that Danny told her to glue down the laminate is unfounded and untrue. 
The offer that we presented to Michelle is our final offer. We are sorry that she is having issues with her laminate flooring, but because of the gluing issue, the warranty on the product has been voided. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Maybe I am still not being clear:
1. Yes, I agree the bigger issue does seem to be that the flooring is glued on the short ends voiding the manufacturer's warranty. 
We were told to glue the boards together by the salesman. 
2. Yes Danny the salesman did tell us to glue the boards, to what extent he told us to glue them when we purchased the flooring less than one year ago is not something I can prove or something I should need to prove. However, I called and checked before starting this claim and now have proof that Danny does advise gluing boards. 
3. Rc Willey should stand behind both its product and its salesman.
If they fire the salesman over it that is their choice, but I shouldn't pay for improper instructions given on behalf of the store. 
I have submitted photos showing that the flooring is not glued down, I have pointed out the variances in Jason's responses, If this was a matter of wanting to replace a few boards it would be one thing but the cost of replacing it all is going to be allot more that just the cost of the floor and definitely more than I can get for a $500 credit. 
I made another resolution suggestion last week, I have asked to speak with someone in person, this is ridiculous, really the cost of my flooring is not that much.... replacing it, ripping it up buying new product, pulling my cabinets and reinstalling them, re-installing new product, that is what is going to cost me the most in the end.
Before I submitted the original complaint I read through a few of the other BBB resolutions by Rc Willey and I thought for sure this would be the best way to handle this, now I am not so sure,  In the end this bad direction given by the salesman is going to cost 4-5 times the amount I paid for the flooring in the first place.  I am now feeling like whomever at Rc Willey is receiving the complaint is not even reading them but simply forwarding them to Jason to reply to.  
I think maybe the BBB's arbitration is a good idea if Rc Willey is willing to actually talk, otherwise it maybe time for me to contact an attorney.  If we do the arbitration would I be allowed to bring an attorney or do I need to consult an attorney before going about what outcome to expect and attend the arbitration alone? 
Sincerely,

Michelle B*******

6/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a fridge from RC WILLEY in Orem. I was helped by a guy called Daniel c********** he told me that the fridge cost was 2182 minus a $1000 credit from the contractor from my builder, he printed a purchase order which was 2182 minus the $1000 credit and told me it included a warranty for five years for $199 which he had never told me about until this point. I asked him what it covered and he went in to a list of things that he said were covered when I asked to see the warranty paperwork I noticed those things actually weren't covered he began to get frustrated at this point I then told him that I didn't want it and how much it would be without the warranty he printed up another purchase order and the amount 50 dollars cheaper without the warranty I asked how that made sense if it cost $199 he then proceeded to tell me that I couldn't purchase the fridge for 2182 if I didn't buy the warranty, which I know is not a legal way of practice. I told him I wanted to talk to a manager and I knew that wasn't a legal way of doing business he then told me he would just do the fridge for 2182 without the warranty after arguing for a few minutes. He then called me this morning telling me I owed another $1000 dollars for my fridge because they messed up on the price that is not my fault and I am not paying that difference.

Desired Settlement: I am not paying for the difference of the fridge that was there mistake. and I don't think the salesman should be allowed to continue selling with those shady tactics.

Business Response: Home builders routinely work out agreements with their customers to purchase appliances and other items for their new home. The builder then rolls the costs into the overall price of the home while securing valuable discounts from retailers for their customers. We contacted this customer's builder and verified that unfortunately his agreement with them does not include any credit toward a refrigerator. The customer will need to pay the full cost of the refrigerator as per his agreement with his contractor. The customer will however still enjoy the $318 discount that we offered him due to the agreement we have with his builder. The discounted price is $2,182.

Thank you for your attention in this important matter.
Larry S******
RC Willey - Orem General Manager 

6/17/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a sectional in 2012. I really liked the look of the couch, but was hesitant to buy a cream colored fabric sofa because I knew it would not stay clean. The sales person suggested that we buy the 7 year fabric protection warranty and that if there was anything that I could not personally get out they would cover it under warranty. I was told they would send a professional out to clean it and if they could not clean they would replace it. Less than 3 years later I called the warranty department due to dirt covering the sectional. They informed me that dirt was not covered. Only things covered would be pet stains, bodily fluid and liquids. Had that been told to me at the time of purchase I would have bought something else. I don't let anyone eat or drink on the couch, my dog is not allowed on the couch. I contacted RC WIlley and they sent me back to the warranty department. They refunded the warranty. I am still stuck with an expensive sectional that was sold to me by an RC WIlley employee giving empty promises.

Desired Settlement: For RC Willy to issue a full credit of the sectional so that we can get something else that will last longer.

Business Response: Because the furniture in 3 years old we are not able to return it for a full refund. We offered a 50 % usage fee to return the furniture. We are waiting for a response from the customer.

Consumer Response:  
Complaint: ********

I am rejecting this response because: No one from RC Willey has contacted me and offered me anything.  I was sold this product less than 3 years ago by a sales person that assured me I would be covered.  I trusted what this RC WIlley representative promised me and went ahead and bought the product.  All I am asking is to exchange it for something else that will last me longer than 3 years.  I was promised a 7 year guarantee, but haven't even gotten half of that.  If they are only willing to give 50% credit I would ask that they include a 50% discount on the new purchase.  

Sincerely,

Amanda ******

Business Response: The offer that we provided for a 50 % usage fee to return the furniture is our final offer. 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and would like to get the refund. When will I be available to speak with someone to get this?

Sincerely,


Amanda ******

6/5/2015 Advertising/Sales Issues
6/5/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
6/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: As per the written order, delivery was scheduled for Wednesday, May 13, 2015. This delivery was scheduled six days previous. Company refused to make Wednesday delivery. Customer could not move into new residence due to non-delivery on agreed upon date. Also, customer lost work time due to agreed upon delivery time.

Desired Settlement: Desire a discount applied to purchase to compensate for lost work time and inconvenience due to housing displacement. Also, a policy change should be made so that customer can directly contact upper management of the company. Currently, their is no way for the consumer to directly complain to Corporate Staff. All complaints are handled by entry level employees with no authority to help or compensate the customer.

Business Response:

This customer was originally scheduled for the 13th on valley delivery. They called in on the 12th and wanted to change their delivery to an afternoon delivery. Customer service could not change it because the items had already been pulled to the bay, so they came to a delivery coordinator and asked them to reschedule it. Somehow the information was incorrectly conveyed and the ticket was rescheduled for afternoon delivery, but it was scheduled for the 14th instead of the 13th. By the time we found out about it yesterday, the afternoon delivery trucks had already left.  This customer spoke with  a Customer Service Supervisor. She explained to the customer that our trucks were gone and apologized. She consulted with me and we rearranged a delivery bay for the next morning and made her one of the first stops because she wanted it delivered before 8:00 am. We did everything we could do to take care of this delivery as soon as we knew it was a problem. The customer never made mention to us that the delivery was for her elderly parents. I am a little confused by the complaint because it isn't accurate. We didn't take advantage of, or discriminate against, her senior citizen parents because we didn't even talk to them. Nor was there any discussion of them. We didn't refuse to rectify the situation. We turned a delivery bay upside down and moved stops to make sure that hers was first thing this morning. We actually delivered the order before many of our trucks were even finished loading, so that the customer wouldn't be inconvenienced any further. Managers were not unapproachable, in fact, she spoke with a supervisor and I was right there by her desk. The customer never asked to speak to me. 

I called the customer and apologized for the scheduling error and also followed up on her delivery the next  morning to make sure everything went well. The drivers were there before 8:00 and everything is set up to the customers satisfaction.  We wish to maintain the highest level of service for our customers.  We have identified how the problem occurred and have taken steps to ensure that it will not be repeated.  

Thank You

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

Delivery Manager

5/28/2015 Delivery Issues
5/13/2015 Problems with Product/Service | Complaint Details Unavailable
5/9/2015 Problems with Product/Service | Complaint Details Unavailable
5/8/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
4/28/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am in the process of furnishing an entire home. I am a single woman that works full time and the only day I can receive deliveries is on Saturdays. I have now had to return 3 items over the past 2 months due to RC Willey screwing up my delivery and not delivering as promised. The first time I bought a CA King icomfort mattress. I paid for early delivery and made it very clear I had to have it on Saturday. The driver calls me after 7pm and informs me he had the wrong address and is in Ogden, Ut after I specified numerous times with the salesmen of my new address. Even thought he had to drive right last my house to get back to the office, he refused to deliver. I feel the salesmen lied to me, and I was never on the delivery list to begin with. I asked them to refund my money so I could buy a bed from a company that delivers on their promises. On 3/15/15 I called and bought a black velvet chaise and a 5 piece dining set. I told the lady 3 times that the delivery must be on Saturday, as I'm not home any other day of the week. She reiterated it would be on Saturday no problem. Then I get an email saying they are delivering on Friday. When I called customer service to tell them there's been an error. She simply stated there's nothing she can do and I have to wait till next week now. It is unbelievable how they are able to screw up something so simple, multiple times, and do absolutely nothing to correct their mistakes. Horrible customer service! I have now asked for a refund on all three items, unless they are able to deliver my items this Saturday 4/18/15 I will no longer be shopping at RC Willey.

Desired Settlement: I would like to speak to the manager over all the RC Willey's, as this has occurred at more than one store. Unless they can deliver my items, as promised by this Saturday 4/18. I want a refund on everything, and I will no longer be shopping at RC Willey.

Business Response: Regarding complaint - ********

Problem identified:
The customer's mattress order was scheduled for delivery with the wrong delivery address.  The customer assumed that our Draper store made the delivery, however, the delivery was coming from our distribution center, located west of the SL International airport. The return to the warehouse was not past her home.
The dining set and chaise were scheduled for delivery on the wrong day or not the day she had requested.
Both incidents were due to scheduling errors,
Resolution:
The customer was contacted on Friday, April 17th with an apology for the problems.  Her order was rewritten, scheduled for delivery for Saturday, April 18th.
Her request for her delivery by Saturday - April 18th was met, the order is complete.
****** *******

4/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had to separate issues with RC Willey deliver in 1 week. First, I ordered an adjustable base for my mattress. When the two men came to install it they talked down about the product saying they didn't know why we bothered buying them and that they were junk and difficult to install. They stated that most people returned theirs and that we probably will to. Their demeanor was completely unprofessional and they installed it incorrectly because one side of the bed raises faster than the other. On top of all of that they took about an hour to install and when they finally left I had to open my windows and light a scented candle due to there awful body odor and lack of hygiene-they completely stunk up my bedroom where my newborn sleeps. I'm shocked of the way that these two people so candidly told us that we spent $3,000 on crap. Secondly, I had to wait several weeks to have a sofa delivered that I ordered that completed a set of two other pieces I already ordered. Finally, when the couch arrived the delivery men damaged the leather on the couch. They off loaded the couch and laid it on it's side directly on the street's asphalt, which resulted in the first scratch. My husband advised them that it would not fit through the doorway with the legs on, and they said that the couch had the protection on it so nothing would happen to the leather. They shoved it through the doorway and put two deep scratches into the leather. When my husband brought this up they laughed about it and said to just call customer service and they will send out two more couches. These couches are red leather and they are hard to find elsewhere. So my husband contacted our salesmen and advised him of the issue. He called us back and said that RC Willey has dropped the line and could not send us another couch to replace the damaged one. The head of delivery contacted us and said that he would send someone out to see if it can be repaired and offered us a discount of 20%. The repairman came last week and filled in the scratches and painted it. It looks OK at best.

Desired Settlement: I don't think that a 20% discount is fair for the overall bad experiences that I've had to endure from these two instances. Damaged products are discounted 50-75% off from their original price so 20% off does not satisfy me at all. Between my couches and the bed frame I just spent about $6,000. I want RC Willey to discount the damaged product 75% off in order for me to be satisfied. I have had my RC Willey account for 10-11 years and I have spent a lot of money with them over the years, I deserve better than this as a customer.

Business Response: To whom it may concern,

Spoke to Mrs. ********* On Friday, April 17th and explained how sorry and disappointed I was with her experience. I offered to refund her entire account and pick up all of her merchandise, but we came to another agreement that she seemed pleased with. 
Respectfully,
***** ********
NDC Operations Manager
Rc Willey Home Furnishings

4/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: At the end of 2013 my mother and I bought 2 cedar chests from rc willey. Within a few months one of them broke. They are in fact not made of cedar but of some sort of pressed wood So the hinge torn through. We called rc willey who told us there was nothing they could do and then they eventually sent someone out to fix it but it took them several weeks to do so. Then last month we went to move it and noticed it was broken again. We called to see if someone could come out and fix it again or if we could get a new one and they told us because it's been over a year since our initial purchess there is nothing they can do. They offered to send a repair man but said it would cost $70. I agree that it has been over a year since our purchess but we are within a year from when the repair man came and fixed it the first time. Now both of them are broken. I am very upset that we spent several hundred dollar for these and they turned out to be a nightmare

Desired Settlement: We would like either a refund or store credit for something else. I don't think they can be fixed because of the pressboard.

Business Response: My name is **** ********. I am the corporate service manager for RC Willey. I contacted ***** and had a discussion with her concerning her two cedar chests. Based on the fact that one of the chests was serviced when it was within the mfg warranty, and it's now having the exact same issue, we have made the decision to allow the customer to return both chests for an in store credit. Both of the chests are having the same problem. ***** was happy with the decision and will be in to one of our store locations to re-select into something else.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

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

Business Response: On 02/06/2015 a credit was written for the customer to return both chests because we couldn't get parts for them from the manufacture. At no point were we told that one of the chests was located somewhere we don't deliver to (Washington). The customer was also told that the chests had to be returned to RC Willey in order to be issued the credit for the chests. Both chests were written on the same credit memo for return on 02/06/2015, but not scheduled by the customer for delivery pick up.

The customer assumed that the credit on her account could be used without returning the chests, which is not true. In order to use the credit, we need the defective product back - just like any other retailer. This information was relayed to the customer in detail. Because the customer is unable to return the chest that is out of state, and never mentioned this to RC Willey from the beginning, we are unable to process the credit. 
On 04/08/2015 the customer returned the one chest which we picked up from her home. She also returned the Ipad to one of our store locations on that same day.
At this time we consider the matter closed. My name is **** ********. I am the corporate customer service manager for RC Willey and I dealt directly with Mrs. ******** through this issue. Please feel free to contact me at ************ or via email at *************@rcwilley.com
Thank you

4/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The problem is two fold. I initially ordered a microwave and was promised the the order arrive for pickup at the store in five days. In five days I called and ******* ***** told me it would be seven more days. In seven more days I called and was told it would be seven more days. I called in seven more days and the microwave was still not in. I finally went to the store and a clerk in customer service supposedly processed a refund. In checking my account balance, the money was not refunded. I called customer service and was told that it would take three to five days to receive my refund. RC Willey took my money immediately when I ordered the microwave and I demand an immediate refund.

Desired Settlement: An a immediate refund of my money that was taken under false pretenses.

Business Response: The customer ordered a microwave which was a special order item, we do not carry the actual product, special order item can take any where from 4-6 weeks sometimes. also we charge a 20% non refundable fee on special orders. but we have refunded the customer back two days ago on the 7th, and we did not make her pay the 20% we refunded the whole amount.  This has been taken care of. 

4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: My fiance and I went into the RC Willey Store on 2/28/15 to look at carpet prices. We were told by the Sales Associate, *****, that we should wait 2 weeks until the carpet we were looking at went on sale. The unit price for the carpet was $28.44 per square yard. We were also told by her that the installation was included in the price. Two weeks later we returned for the "sale". We looked at the price and it looked similar, however, ***** moved the tag and said the price was higher before but it is on sale now. We purchased the carpet and we were told the installation would be done in 2-3 weeks. When we got home I pulled up the sample invoice that she gave us on 2/28/15 and the invoice from the date that we paid and the carpet was the exact same price, $28.44 per square yard. I questioned ***** about this and originally she stated she would contact corporate for us because that is "not right". She did not and I had to call her back. I was told by her that we got the installation labor for free, that was the sale. Not satisfied with the answer I called the corporate location and spoke to the Customer Service Manager *****. ***** stated that he can help us with the instal but could not help us with the sales since that is done in the store but he would send the store an e-mail. They did not call me back and I found out today, they once again did not have our phone number correct (they called my parents 8 times and each time we told them to switch the number). When I spoke to the Sales Manager at the store she stated the carpet was on sale before, which we were not told. The store has not been able to explain why the price did not go down. We also are now experiencing a delay in carpet twice. Originally date when it was to arrive was March 30, then it went to April 3 or 4 now it's the April 9th. I am planning a wedding, I don't have a lot of time to complete the installation and now hearing the delays is causing more stress. The store has not followed through on any promises that they make to their customers and it is extremely dissatisfying.

Desired Settlement: I would like the store to admit to the miscommunication of sales pricing, refund some of our money for the miscommunication and not giving us a "sale" price that we waited 2 weeks for, and ensure that the carpet is not delayed for a 3rd time and the carpet is installed on the 11th.

Business Response:     Throughout the year our flooring department has sales, these sales do not include all items.  Four times a year our flooring department has a sale that is store wide.  During the customers initial visit her particular carpet selection was already at sale price, however other selections were not marked down.   At the time of the customers initial visit our store installation was much higher at .44 cents per sq. foot, and her quote reflected the sale price and the higher installation cost.  During the Stainmaster sale she was given the same sale price on the carpet as well as a 39 dollar installation which is hundreds of dollars less. The second visit, the Stainmaster sale, she also qualified for a 200 dollar gift card.  Because of the misunderstanding, RCWilley offered a solution that has been accepted by the customer and the  installation time has been confirmed and approved. Our guest is more than satisfied. If there is any further clarification needed, please let me know.

Respectfully,
*********** **************
Sales manager
RCWilley

4/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I purchased a Maytag dishwasher from RC Willey with a one year warranty. The warranty states if there is a malfunction within the first year they will pay to correct the defects. The electronics malfunctioned during the warranty period. So far, Maytag has sent someone two times to attempt to correct the problem, but it continues to malfunction. Now Maytag will not provide any additional service because it is outside the warranty period even though the electronics began malfunctioning within the warranty period. The dishwasher is clearly a "lemon". Many others have had issues with this model. I contacted RC Willey and was told by two different representatives that RC Willey will not take any action and refuses to provide any compensation for this.

Desired Settlement: Refund of purchase.

Business Response: Unfortunately  the product was purchased in August of 2013. It is out of the manufacture warranty by 8 months at this point. The customer did not purchase any kind of an extended warranty. I can not at this time do anything for the customer. The customer can call Maytag and see if they are willing to do anything. The lemon law states that there needs to be 3 repairs made for the same issue within the 1 year of the purchase. Reading the complaint it does not sound like that happened.  Maytag is the only ones at this point who can authorize a repair or an exchange on the unit. 

Consumer Response:  
Complaint: ********

I am rejecting this response because: The warranty states: "Maytag...will pay for factory specified parts and repair labor to correct defects in materials or workmanship." The original problem which occurred during the warranty period was never fully corrected. RC Willey willingly sold a defective product and has a responsibility to the customer to work with Maytag to correct the problem or replace the dishwasher.

Sincerely,

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

Business Response: The manufacture will replace any parts that are defective in the warranty period which is the first year only. Any issues that occur after that warranty period. Like you stated the problem was never fixed in that first year. You will need to call them to see if they will send out another company to continue on with the fix they started in that first year. Because you did not purchase any kind of warranty through us i am unable to get the dishwasher fixed. You will need to call the manufacture. 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

The business sold me a product that had known severe defects. The manufacturer refuses to replace the product. The business is obligated to honor its merchantability warranty by refunding my purchase.
Sincerely,

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

3/27/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: In 2012 we purchased a Kitchen Aid refrigerator from the store in Rocklin CA, we purchased the extended warranty to cover it for 5 yrs. Late 2014 the refrigerator started to leak from the bottom, I called the extended warranty and set up a repair for it. **** ********* came out to repair it and replaced the freezer drain line. in January of 2015 it started to leak again from the bottom . I call the extended warranty to set another repair , **** ********* came out and looked at it and they said that they need to replace drip pan , but had to order the part. During the time that the repair guy was out to replace the drip pan the refrigerator started beeping saying that the fresh food area was up to 52 degrees and stopped making ice , I asked the repair guy if I should call RC Willey and open another repair he said no I will call them. He called them and set it up , he found the evap. fan motor was bad and had to order part. The same guy came out to replace the fan motor when it came in . On Friday Feb. 20 in the evening the fridge started beeping and not making ice again the fresh food was up to 53 degrees this time . I called extended warranty on Monday Feb. 23 and set up another repair and asked that if we could replace the fridge due to the # of issues that we are having , they said no that we have to try to fix it. On Tuesday the 24th **** ********* came out again to look at it. The fan motor that was already replaced in the pervious repair was slipping and causing it to not work properly. The guy took super glue to the motor and fan blade to repair , he put it back in and still was making noise, he removed it again and found that the cover for the fan was loose and used electrical tape around the prongs to hold it in place , he reinstalled it and the noise is gone , he is done. I informed RC Willey extended warranty about the repair and how it was done and again asked for a replacement , but was told "no that I'm not an appliance tech" and that the issued was resolved and its working" per ******. I told ****** that our 2 yr. old ********* that we paid a lot of money for is working and held together by super glue and electrical tape , she responded again by saying that I'm not a tech, and that's the way is to be repaired by them. This is very upsetting that your customer is this way towards some body that has spent a lot of money with your company (TV's, bedroom set, microwave), and on top of all this I have taken up 16 hrs. off work for all the repairs .

Desired Settlement: We would like to have the refrigerator replaced , we feel that we have taken enough time off work and have had multiple issues /repairs for this refrigerator in the last 4 months. These short quick fixes are not going to last long and we will be out of warranty when the repairs (super glue and electrical tape) fail

Business Response: I spoke to the technician that did the repair and he said that he spoke to the manufacture tech line and they agreed with the repair. Because the fridge is working I can not replace the fridge. I did explain to the customer that this is a service warranty and we will service the fridge. While it is working I have nothing to "fix". The tech is a seasoned technician that has been working on appliances for many years now and is very knowledgeable about appliances. He is pretty positive the fix will work and stay. I did explain to the customer that if the fridge breaks again we would have to cross that bridge then and make decisions on repairs at that time.

Consumer Response:  
Complaint: ********

I am rejecting this response because: I don't care how long the serivce tech has worked on appliances . If the fridge was to be made with glue and tape to hold a part in place so it doesn't make noise and affect the way it cools and makes ice , it would have been built with it already there. This fridge is not properly fixed still and will most likely have issues with it per the service tech. He has made a statement that once you start working on appliances now days they will just continue to have problems. I have been in contact with Kitchen Aid/ Whirlpool and spoke with their tech support and they said that the evaporator fan motor blade shouldn't need to glued to the shaft and the cover plate should not have tape on it to hold it in place . I didn't mention this in the prior compliant, but I personaly work on appliances at my job which is a property Maintenance Supervisor for a 244 unit apartment complex, and have worked there 10yrs on all the appliances so I'm very knowledgeable on appliance repair. 

Sincerely,

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

Business Response: I have spoken to Kitchen-aid customer service. The notes they have about the tech line was for the previous repair done in February 2015. I am sorry you are not satisfied with the repair. As long as the unit is working I still have nothing to service under the extended warranty. You mentioned the tech said it will continue to break. There are no guarantees with any kind of repairs done.  I can not replace a unit that is working and is serviceable. The warranty is a service warranty which means that we will service as long as the unit can be fixed. We do look at the history of repairs that are done on a unit. As of right now the history is not excessive enough to have the unit replaced. The unit will need to be serviced if it breaks again. As long as the unit is working I am unable to do anything else at this time. I'm sorry that I can not replace the unit for you.  

Consumer Response:  
Complaint: ********

I am rejecting this response because:

Ok , If you will not replace the unit can we get a different repair company out to fix our fridge the correct way and not with super glue and electrical tape. I contacted Kitchen Aid again today 3/10/15 and asked them about the repairs done, the only call that they have from the service tech is on 2/9/15 asking about the unit not cooling and they suggested to replace fan motor which was done. They agreed with me that the unit shouldn't be repaired with glue and tape. 

Sincerly ,

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

Business Response: We are going to set up a second opinion service call with a different company to see if the repair could have been done a different way or if the repair is acceptable. Customer has been contacted and aware of the second opinion. 

 

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased an LG dishwasher that was an as is model. The unit did not work upon install. RC willey told me to contact LG for warranty service. I contacted LG. It's now been 2 month and 2 companies deem it unrepairable. LG is delaying any sort of resolution. I am upset with RC willey for selling me a defective model. I contacted RC willey and spoke to 2 different managers and I told them that i would like the same model. The manager says they test the units when they come back but she does not have any written record of it.They told me no and good luck with LG. They will not take responsibility for the oversight of selling a defective unit and rectify the situation with replacing the model. I purchased the five year warranty with RC willey also which states that if it cannot be fixed it will be replaced. I just want a working model of the dishwasher I purchased.

Desired Settlement: I would a replacement of the same model dishwasher. It is more than fair for being sold a defective model and being jerked around for 2 months while i have not had a working dishwasher.

Business Response: Customer did call in on 3/5/15 regarding LG dishwasher purchased on 1/10/15 purchased in our clearance department.  Let customer know that all appliances in our clearance department are tested by a service center authorized by the manufacture before the product is put out to be sold.  Customer wanted copy of repair, let him know that we do not have copy of it however we could contact the department that makes sure the repairs are done or the service center and get a report showing that dishwasher was inspected and working before putting on the floor to sale.  

Due to the problems with the dishwasher offered to return the dishwasher and give customer full credit on what he paid for it (purchased in clearance department at discounted price) and he could re-select towards any dishwasher customer would be responsible for price difference if any or return with a full refund.  Customer did not want this.
Also under RC Willey extended warranty it does state that if product (appliance or electronics) is deemed unrepairable or cost of repairs exceed cost of product then RC Willey will exchange it would for a comparable item or if product was purchased in clearance "As Is" customer would receive full credit for the amount that they paid for it and could use that to re-select and if any price difference customer would be responsible for it.
Dishwasher was exchanged out on March 5, 2015

3/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Deceptive sales information regarding refund of half the extended warranty. I was told I would receive half the extended five year warranty $100 if I never used the warranty for a TV that I purchased October 2009.I was lead to believe that this would be $50.00 cash returned back to me. I never once used the warranty and have never been contacted since.I did send a letter to the headquarters in Utah - never a reply.

Desired Settlement: For lack of candor and deceptive practices - a full refund of the $100 in cash - no gift card.I have no use for a gift card from this company.

Business Response: I have looked over the account and you do qualify for the buy back program on your 32" Tv warranty. I will issue the RC Willey gift card for ***** and have it sent in the mail tomorrow. You should have the gift card in the next few days. It does state it on the buy back section of the warranty that all buy backs come in the form of an RC Willey gift card equal to 1/2 the actual cost of the warranty paid by the customer. No cash, check or credit to the customer's account will be issued. It also states it is the customer's responsibility to notify the RC Willey warranty department that the warranty has expired to receive the buy back. Normally the card needs to be issued within 90 days of the warranty expiring but as a courtesy to our customer's we will issue those card up to a year after the warranty has expired. 

I have mailed the card to the address on the account which is:
** *** ***
******* ** *****
If you don't recieve the card in 7 to 10 buisness days please let us know . The card is on file on your account at RC Willey. Thank you 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, the sales people need to be upfront and honest - to disclose that a card will be issued and not lead on otherwise.  The clerk I spoke with at the Meridian location stated I did not need to do anything - this would be automatic.  I have been completely disappointed by RC Willey and very dissatisfied.  My future purchases will not be from RC Willey.  Per the letter I had sent earlier to the Utah based address, they never sent a reply to me.  Not good business etiquette.

Sincerely,

***** ******

3/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased furniture and paid a one-time delivery charge of $59.00 plus tax for a year of delivery service. The furniture was on order and I will not get the furniture until March 2015 so we paid a deposit only and still owe a balance. I then purchased mattresses online where I paid the $59.00 deliver service again. I asked ***** the delivery manager to credit my account for the double payment of the delivery charge. It was never done. Then I emailed their finance department where two people called me and said they credited the account. I checked our RC Willey account history and found that they credited us but then reversed the credit. I don't know what kind of shady financing they are trying to pull on us. This is the first time I bought furniture from this company and it is the last time I will be doing so. We were also had extremely poor delivery service from their delivery person ***** and I asked that he not ever delivery my purchases. He was rude and sarcastic.

Desired Settlement: Refund of $63.43 which is the duplicate delivery charge and state tax applied to our future delivery of furniture IMMEDIATELY

Business Response: Company Name: RC Willey
Company Contact: ***** ******
Company Phone: **********
Company Email: ************@rcwilley.com
Person Who Sent the Complaint: ****** ****** ******
Staff Member:
Response:

Ms. ****** had two orders with RC Willey. One was placed in-store with the 5Star delivery fee included for qualifying purchases over $299. The second invoice was written on-line. Because the total amount of the ticket was less than $299, the delivery fee automatically populated on the invoice. The on-line order was delivered with Mr. ****** present. The driver and Mr. ****** had a discussion about the on-line requirement for Ms. ****** to be present to receive the delivery (as a fraud prevention). We apologize if this was taken in the wrong light as we were only trying to protect Ms. ******'s best interests. As soon as Ms. ****** informed us of the delivery fee charged, we did credit her for $59 plus tax. We left a message for Ms. ****** to see if she wanted the credit on her pending order or refunded to her VISA as originally paid. As we do not keep credit card numbers on file, we asked her to call in and tell us which method of refund was preferred, and to to provide the VISA number if that was her choice. On February 13, Ms. ******'s VISA was credited. It does take 3-5 business days for the receiving bank to process the credit submitted. During this time, the credit is pending on a customer's account. If this credit has not been received by Ms. ******, we will be happy to track down transmission information. If you have additional questions, I would welcome the opportunity to speak with Ms. ******. ***** ****** RC Willey Rocklin Store ************

2/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Tried to purchase a love seat couch recliner that was on sale for presidents day for $699.00. at RC Willey for the first nine customers in the store. I got there when the doors opened at 9:am.Went inside found the item I wanted to buy and there were a few people in front of me. There was a man writing names on a piece of paper. When it was my turn the man said sorry we already have a 105 names on the list., I thought he was joking because the store had just opened and there weren't half that many cars in he parking lot! I saw his list he only had 5 names on it! when he saw me looking at his list he held it tight to his chest to hide it from me. I went to customer service and asked for a manager and a gal named ****** introduced herself. I told her what transpired and she said I'll be right back. She came back after speaking to someone else and apologized to me for the obvious lie about the 105 people. She said she would put me on the list. The store ad said only nine sets available per store so I should have been the sixth person on the list. to me I'm thinking that we should be able to buy it right now but they said they would make up their mind on who gets to buy them this afternoon. ****** was put out when I asked if she would call me either way. I asked why the wait until the afternoon? ****** didn't have an answer. I don't ever complain but this is ridiculous! Do they really think we are this stupid? Shame on RC Willy! This ad was in Sundays paper, it was one of the door busters on the first page.

Desired Settlement: I want RC Willey to honor the ad and sell me the couch and love seat for $699.00 I was the sixth person out of nine that they were supposedly going to sell them to. I took the time out of my day to make sure I was one of the nine people to get there on time to buy them.

Business Response: To Whom it May Concern,

This customer was taken care of and satisfied on Monday Feb. 16th.  I spoke with the customer on Tuesday Feb 17th after I received a copy of this complaint; he claims that he informed the BBB to cancel his complaint because he was satisfied with the outcome, he claimed he called to cancel the complaint and he also responded to an e-mail to cancel the complaint as well.
The customer mis-understood the purpose of the waiting list for doorbuster advertising, and we failed to communicate in a way that he would understand.  The store opened at 9 am with advertised doorbuster specials that have clearly stated "limited quantities" and the exact number of that item that will be available.  As we frequently advertise doorbuster specials on holidays we have a procedure to ensure order as best we can.  Customers line up at our front door sometimes hours before we open for the chance to purchase one of the special "limited quantity" items.  On Monday we had 129 customer lined up at our door before we opened at 9 am.  At about 8:45 am managers walk down the line asking customer what brought them in and if they are interested in the limited quantity items, we hand them a "coupon" with a picture of the item they want for which they exchange for an order after the store opens, we have the exact number of coupons for the number of pieces available stated in the advertisement.  
Sometimes customers who have a coupon to buy decide not to purchase after seeing the product (too big, wrong color etc.....) so we keep a small waiting list in case this happens and if it does we call people on the list to see if they are interested in purchasing.  We do not call if we end up not having any left over.  The doorbuster time frame as stated in the ad was 9 am-11 am, so we do not start calling the "waiting list" until after 11 am.
This customer came in around 9:30 am after we had been opened for a 1/2 hour, he was informed that we had over 100 people in line before we opened and the items he was interested in were all spoken for but, that occasionally we have some left over and he could get on a waiting list.  The person keeping the list informed him that there was already 5 customers on the list so the chances of having that many left over were slim.  The customer was offended by this and went to the office to complain to management that he couldn't be put on a list.  The office manager came to me and asked what she should do, I told her to put him on a list but, that it doesn't guarantee that we will have something for him.
He made his complaint to the BBB after he left the store, even though after the doorbuster time was over @ 11 am, we were able to call him and offer him a set because they had not all been sold within the time period (several customers with coupons had decided to buy something else or not buy at all and some of the companies other locations did not sell all of their allotment).  The customer was taken care of 24 hours before I received a copy of his BBB complaint.
Sincerely
*** ******
RC Willey
General Manager
Boise Idaho

2/12/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I owed a debt to RC Willey when I was a teenager for about $300... If that. I was reckless and young and didn't know better. Last year, I started getting court notices from Knight Adjustment Bureau that I owe over 1000 to them for this RC Willey debt. I almost lost my cool. I have tried for OVER 6 months to resolve this debt that RC Willey sold over to them for SOOO long, filed so BBB complaints and now 1/29/2015 I am still dealing with it. I am honestly exhausted. I contacted RC Willey in an effort to resolve the debt with them since I owed them the money and I was told I was ***. Knight Adjustment Bureau are the worst kind of people RC Willey could have gotten involved with. I have such a bad taste in my mouth for the whole practice that I have made it my mission to make sure no one I know shops at RC Willey. Yes, I was young and stupid and should have paid my debt I agree, but to be dealing with this issue almost 9 years later, and with an evil careless organization such as Knight Adjustment Bureau... I am 28 this year, I got the vacuum from RC Willey when I was 18, 19... REALLY??? I would rather pay RC Willey and forget about it... BUT NO!!!! Alas, I cannot. I will never take my business there ever again. Knight Adjustment Bureau is not worth it, they do not have any intention to collect debt, they want to make as much as they can on that debt. They don’t care about who or whom they serve. I have no idea why anyone would hire these jokers to collect debt when that is not their M.O. Unbelievable! I am without a doubt, disgusted!

Desired Settlement: Let me pay the debt I owe RC Willey without a the collectors.

Business Response: Ms. ****** and I have discussed her complaint and have entered into an agreement to settle her account at R.C Willey.  She has paid the settlement directly to RC Wiiley as was her desired resolution on the complaint.  The assignment of the debt to Knight Adjustment Bureau has been canceled.  ******* *. *******, Executive Vice President, RC Willey 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

RC Willey's **** ******* truly stepped up and took care of the matter, quickly and urgently. He was fair and professional. Thank you all for your much needed assistance. 

Sincerely,

***** ******

2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am filling this complaint becauseRC Willey has sold me two washers and 2 warranty policies within the past three years and have failed to live up to the warranties. I purchase a GE washer from RC Willey on February 12, 2012. At the end of February 2014 my GE washer would not drain properly. I contacted customer service at RC Willey about the problem and was told I had not purchased the extended warranty. RC Willey did send a serviceman out and I paid $25.00 for the service call. Upon his arrival he told me that I would need a new motor and it would cost $500.00 because I did not have an extended warranty. I purchased a new LG washer March 3, 2014 with a 5 year warranty at RC Willey.In April of 2014 while out shopping I noticed that the LG washer I had purchased at RC Willey was being sold for less at Home Depot. When I contacted RC Willey customer service to advise them of the price difference it was discovered that the LG washer I had purchased was not the one delivered to my home. I had purchased a more expensive model at RC Willey but a lessor model was delivered. Thus a credit was made to my account in April of 2014.In November of 2014, I contacted customer service in regards to my LG washer being stuck on the rinse and spin cycle. It has been an inconvenance due to the amount of time it has taken to try to resolve the issue, the added expense of water, electricity and my personal time to monitor each load of laundry. Two separate service companies have been to my home and it appears the problem cannot be fixed. I have pulled my paperwork from both purchases. The GE washer did have a warranty and should have been fixed. I should not have purchased the LG washer and extended warranty. I feel very taken advantage of by RC Willey, the employees and the vendors that they work with. This is why I am requesting a full refund of the 2 washers and the 2 five year extended warranties.

Desired Settlement: I am requesting my money back on the LG washer along with the 5 year warranty purchased March 3, 2014 and the GE washer along with the 5 year warranty purchased February 15, 2012. I am in possession of both washers and RC Willey is welcome to pick them up.

Business Response: I looked in our files at RC Willey and in the extended warranty claims and unfortunately there are no records of any claims for the GE washer or GE dryer.  Extended warranty was never contacted for those items to be serviced. The LG washer and LG dryer are still under the manufacture warranty until 04/04/2015. After that date the extended warranty will take over all repair work. Until that time the customer is working with LG to handle any repairs or any returns for those items. We can not return the warranties when the customer has never contacted our department to get them repaired. The customer is still under warranty for both sets of the washer and dryer and can get them fixed under that warranty by contacting us here at extended warranty. 

Business Response: To whom it may concern,

Mrs. ******** was given a refund for both units on 1/28/15. Customer was satisfied with the terms.
***** ********

2/12/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We ordered a table and 6 chairs on January 1st of this year. We paid for the table and chairs in full. We were told that the table was not in stock but would be at the store Saturday January 3rd. It is now February 3rd and we have yet to receive the table. We have gotten the run around and many different excuses as to why the table isn't there (some excuses are: the salesman messed up the order, the table is at the warehouse and didn't get put on the truck, the table is in the truck, we don't know when the table will be here, we will call you when it comes in). All of these are excuses to unbelievably horrible customer service. We have paid for a service in full and were told a date when we would receive our paid in full table. This has yet to happen and I am upset at the lack of caring or courtesy RC Willey is showing.

Desired Settlement: I would like the delivery of the table to happen quickly and at their expense. I would like a refund for the time and inconvenience this has caused. I would like to know that they care about their customers and own their mistakes in this matter.

Business Response: BBB of Utah,

My name is **** ********* from RC Willey Orem, Utah location. I have spoken to our customer, and feel bad that there is a delivery problem. Somehow our inventory was off, and we do not have the Table that was requested from another out of state warehouse. At this time we are struggling to receive product that we have ordered that comes from over seas. There are port issues that are delaying getting product.  I called and discussed options for our guest which include:1) Waiting for the product to come in from the coast. We have already given our customer $100 off for his troubles, and offered them another $125 for the inconvenience to continue to wait. No specific dates were promised due to the nature of this issue at the ports. 2) I asked if they would be willing to come in and re-select to another similar set that would be acceptable for their home. If they found one that they liked, and would love in their home, I would take care of them price wise that would be fair to them, and make them happy. We love and appreciate all of our customers, and want them happy with all their transactions here at RC Willey. They are going to come in and look at our inventory to see what works best for them. I believe they know that we feel bad about this situation, and will do our best to help them gain their confidence back in RC Willey. 

1/7/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: On 12-18-2014 I went into RC Willey to purchase a Dell Computer for $449.99 my plan was to then purchase riding car for kids for $39.00. After making my selection I was told the Dell Computer did not qualify for the discount price for the car. I was told that the Dell Computer was excluded. Dell Computer was not list under the car as a exclusion. The previous week RC Willey had Doll House & Fortress for $29.00 with purchase & under the Doll house it said computer & other electronics were excluded. This seems like an under handed way of doing business. If RC Willey had labeled under the car computers excluded I would not have wasted my time or gas. Store manager said exclusions were on backpage.

Desired Settlement: I be allowed to buy computer & purchase car for $39.00 list exclusions on page with item.

Business Response: Contact Name and Title: **** ***** Online Customer Service Manager
Contact Phone: **********
Contact Email: **********@rcwilley.com
****,

I'm sorry about the inconvenience when you were at our store. We try and make the promotions that we have list all the exclusions. Sometimes we are unable to list all of them by the ad, so we reference by the offer that some exclusions apply and to see the back of the ad for details. We also have the exclusions listed on our website.

As I just mentioned on the phone, I am going to honor the promotion for you. I wrote one up for you that you will be able to pick up at our store in Las Vegas. You will just have to pay for the $39.

Let me know if you have any other questions and I'd be happy to help.

12/18/2014 Problems with Product/Service | Read Complaint Details
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Complaint: It took them 6 months to repair my couch. It took multiple phone calls to get them to come and get it and then to get it back again. I am very dissatisfied with their repair process. We noticed a defect in our couch and called it in on July 17, 2014. The technician was very prompt and came that same day to see the couch. He told me RC Willey would need to order the parts, then come and take my couch back to the shop to repair it. The parts would be in in 1 week, another week to repair it and I would have my couch back. When I hadn't heard from them to come pick up the couch on August 8th, I called. They said 1 more week. September 13th we called again. September 23rd we called again. They finally came on October 11th to pick up the couch and told us it would be a week and we would have our couch back. Today is December 5th. It's been almost 8 weeks since they came to pick up our couch. I called and they said the couch was done. They were apparently waiting for ME to call them back to schedule the return of my couch. Now that I've waited almost 6 months, I have to wait even longer because their trucks are full. It will take longer than 8 weeks from the time they took my couch to the time I get it back. Suffice it to say, I am extremely unhappy with them. And it is very likely that I will never buy from them again.

Desired Settlement: I want my couch delivered tomorrow.

Business Response: Contact Name and Title: **** ********
Contact Phone: 801-509-7311
Contact Email: *************@rcwilley.com
If you can get the customer's phone number, RC Willey account number or something other than the name of ******* ****** (name won't pull up on our computer system), I would be happy to see what I can do for her.

12/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Rocker Recliner - Inferior quality issues, chair less than 1 year old. Unable to resolve complaint with your Rocklin, CA store. We purchased a Rocker/recliner Dec. 17, 2013. Material was leather, leather match. Six months after purchasing chair the interior cushioining materials started collapsing,after 6 months leaving the hard metal frame. RC Willey, Rocklin, CA. sent a representative to take photographs, stating the chair was normal wear usage. Placed another call in Octber of 2014,RC Willey sent a 3rd party to evaluate chair. Third party claimed it was normal wear useage, supposedly representing Lane Mfg. Upon researching the 3rd party, this is a non-business licensed owner by the BBB. Business name is ***** ***** * **** *******, **********@gmail.com, Cell - *** ********. The chair was manufactured by Lane Mfg., Wty cleary states the following: Fabric - 1yr. wty-parts, 1 yr. wty-labor Springs-8GG No sag - 5 years wty-parts, 1 year wty-labor Frame - Hardwood/Laminate, 5 years wty-parts, 1 year wty-labor. Cushion - Interspring Coil, 3 years wty-parts, 1 year wty-labor Mechanics - Zeero Gravity, 7 years wty-parts, 1 year wty-labor Electronics - Okin, 3 years wty-parts, 1 year wty-labor. The manufacturer was Lane Furniture SKU *******, MODEL - Lne 40498P/184/5184-40, DESCRIPTION - Pwr Rckr Recl Burgundy, DIMENSIONS: H:42" W 41" D 38" Upon the quality of the chair degrading we spoke with **** ***** - Sales Manager, in your Rocklin, CA, store. We showed him photographs of the chair and he stated this shouldn't be happening. He stated he would try to work something out to rectify the issues. We were then told that it wasn't the stores responsibility but a wty issue. We went back a few days later and spoke with him again. We were informed that nothing could be done, that Lane refused to honor the wty. **** ***** stated if we wanted to purchase another chair they would give us any chair in the store @ 50% off list price. The quality of the chair has continued to degrade to where the chair is non-usable On November 21st I contacted the Rocklin store requesting the phone # and address of Lane Mfg. The phone number we were given was **************, **** *. *****, services, but they had no address for the business. Upon calling the number it said leave a message. I find this appalling for your company with an A + rating by BBB to not honor wtys nor refund the purchase price when it is clearly inferior workmanship and quality. You're store appears to be reputable but in this circumstance that is not the case. If the chair were 3-4 years old I would expect some normal useage issues. The chair started degrading after 6 months. Furthermore, why should I be buying another chair for at least $600-800 dollars more, to rectify a blantant manufacturing situation, making a chair purchase equalling $600-$1800 dollars. I am expecting a full refund for the purchase of this chair in the amount of $1051.34. Thank you ********** *****

Desired Settlement: I am seeking a full refund. I find the compromise solution to be ludicrous.

Business Response: Contact Name and Title: Service Center Manager
Contact Phone: ************
On 11/07/14, under reference #********, it has been notated that although the chair is up to the Manufacturer's (Lane) Specifications, and is wearing as expected with the type of use it is receiving over time, Furniture Sales Manage **** ***** offered to replace the areas the customer was having issues with which include the chaise pad, and seat cushion, at no cost to her. We received no response from the customer.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
In response to R.C. Willey's reply dated Nov. 24,2014.

In dealing with **** *****, he offered to repair the chair, not at no cost, only if we would share the costs 50-50. This would be another $500 approximately. Also, he stated he would acquire the materials from Lane. Unfortunately these are the same materials that has caused the chair to fail in the first place. No alternative suggestions were provided at this time and this is all he could offer.

I still have not received a response from R.C. Willey regarding the address for Lane. I find it odd that the store cannot or will not provide this information. It seems that customers have the right to litigate with the manufacture for disputed products.

I find it odd that R.C. Willey deals with manufacturers who do not honor their warranties or litigate on the behalf of their customers. Response received is that manufacturer will not honor the warranty, therefore nothing more can be done.

I requested copies of the photos taken by R.C. Willey and their Lane representative. The photos were taken around 8 months and 10 months of chair use. Thus far have not received them.

Is there a standard written for what is considered normal use by manufacturers or stores?

What is that standard? This is not being provided at the time of purchase.

What would be considered a win/win regarding this issue by R.C.Willey.?

I would be willing to have a licensed professional upholster evaluate the chair. Stating the materials used, workmanship, etc. Also to write their suggestions and recommendations for rectifying the issues with the chair.

I can provide photographs of the chairs deterioration.

Thank you



Business Response: We will pick up the chair and refund the customer.

Consumer Response: (The consumer indicated he/she ACCEPTED the response from the business.)
Thank you to R.C. Willey for presenting an amiable solution to the disputed chair.

12/2/2014 Billing/Collection Issues | Complaint Details Unavailable
11/21/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The billing statement says to pay remaining balance of $178.58, but the store wants interest of previous year to be paid for $625.26. I purchased bed set from RC Willey and agreed with 12 mon no interest plan. My last bill said to pay $178.58 and when I went to pay that at the store, they said that I am few days late and now I have to pay interest for the entire previous year in an amount of $625.26 in addition to the payment left. The store is saying that the 12 months are up and now I am automatically rolled in to the regular plan which charges 21% annual interest. The billing statement is confusing and it is not clear what amount is left to pay. The store didn't gave me any warning and their statement is very confusing. I feel like I have been cheated.

Desired Settlement: I am looking for waiving the interest charge and any late fees that are applied to my account.

Business Response: Contact Name and Title: ****** ********* / Assistant Corporate Credit Mana
Contact Phone: ************
Contact Email: ****************@rcwilley.com
Our customer has been receiving monthly billing statements from RC Willey since his purchases in October and November 2013. Each has indicated the interest that was accruing on those purchases, what his current balance on those purchases were, and when that balance would be billed and expire. On his statement dated September 30, 2014 he was informed that a portion of his 12 Month Interest Deferred plan was expiring and that a payment in the amount of $****** needed to be paid by October 25th in order to avoid the accrued 12 months of interest. In response to that statement, our customer initiated a continuing bill-pay payment of $***** which was received electronically by RC Willey on October 24th. As a result of not paying the required minimum to avoid the accrued interest, it was added to the expiring principle balance and the entire amount transferred to a Regular, Interest bearing payment plan.

The figure of $178.58 that our customer references is from his October 31, 2014 billing statement, after the interest assessment and transfer. It is requesting the final payment on the remaining portion of his 12 Month purchases from November 2013 in the amount of $161.58 plus $17.00 for the monthly payment on the new revolving balance that had just expired.

The monthly billing statement has been very clear from the beginning about when balances are expiring, how much interest has accrued, and on the September 30th billing, how much was due to avoid the accrued interest. Instead of reacting to his September 30th statement showing the required ****** payment due, our customer continued to use his bank bill-pay service which transferred only a ***** electronic payment to RC Willey.

Regardless of the circumstances just mentioned, our customer was put in touch with a RC Willey Credit Manager on November 6th. Due to the apparent customer misunderstanding, the Credit Manager offered a one-time courtesy compromise. If our customer paid in full, the remaining principle balance of $****** she would waive the interest charge.

Our customer accepted the offer and paid the specified amount that same day. As promised, the accrued interest was waived by the Credit Manager on November 10th.

10/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: the areas being carpeted were WAY over measured by more than 10 percent, have pics of leftover pading and had an add. charge placed on my account. Extremely upset with new carpet purchase on 99 dollar labor. First of all, the areas being carpeted were WAY over measured by more than 10 percent. I went into the Syracuse Flooring Manager expressing my concern. I told him also of the "laser measuring technique" that was done (at an angle!). He assured me that if they over measured I would get a credit on my bill. When all the padding was layed out and installed, I flipped and called back, because there were 2 full rolls of padding left in the trailer and not even touched. I was assured I would get credit. RC Willey right away called the installer to let him know I called in. His attitude completely changed after that phone call. I had so much carpeting left over that he left me with quite a bit of "overage that he said I could "have" in addition to what was taken away. I went in and talked to my sales person ******, and he assured me that I would at least get a credit on my account for the padding, that he would call me within a few days and let me know how much I was going to get at a credit. Like the phone call I NEVER received, I never received the credit for the padding, but found an "additional" charge on the bill that I just received. Was also charged for work that was not done.

Desired Settlement: I am looking for a refund for the overcharge on carpet/padding (approx 400 sq ft), additional charge placed on my account without permission of $50, and for the charge of 10 open end carpet labor of $50 because we did not have at least 7 of the areas completed due to the fact we are having it completed when other flooring goes in.

Business Response: Contact Name and Title: ***** ***** Flooring Manager
Contact Phone: **********
Contact Email: ***********@rcwilley.com
Customer believed we had not given proper credits on unused materials. Spoke with customer and showed where a credit had been given. We have also refunded the customer some additional monies for some additional credits we had found. Apologized to the customer for the miss-communication and thanked her for her business.

Consumer Response: ***** the flooring manager, arranged to come to my home and personally remeasure my carpeted area. After he remeasured, he personally called and told me I was being credited for 14 sq yds for carpet and padding. I am happy with this. I appreciate the time he took to come out and remeasure and the time he put into recalculating for me. I wish it would have happened sooner, but I am pleased.

10/9/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We bought two chair's from RC Willey's on July 1st 2014 and one has fallen apart. Four big screws fell out and a bar bent from underneath. Called RC Willey and told them and they said to call the manufacturing company about the default in the chair. They refused to return the 900.00 plus that we paid for it.

Desired Settlement: DesiredSettlementID: Refund I want my refund on both of them.

Business Response: Contact Name and Title: ***** ***** Manager
Contact Phone: ************
Contact Email: ***********@rcwilley.com
We are sending one of our service techs out to look at her lift chair and see what needs to be done to fix it.

Business Response: Spoke to the customer again 9/29/14 our service tech went out to the customers home on Saturday 9/27/14 the base was not screwed on correctly. Our tech corrected the problem and at the customers request put 2 additional bolts under the chair for support. I spoke to the customer and he is very happy with his chair and the service that we provided. We now consider this case closed.

10/1/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: After several months of run around with customer service and service techs, extended warranty on a fridge is not honored. We purchased a Whirlpool 29 cu. ft. french door fridge on 12/8/12, model #WRF989SDAE for $2,300, plus $151 in taxes, plus $60 for delivery and $200 for extended 5 year warranty. We used our RCWilley Credit Account and the store in Reno, NV. Once the fridge was installed, within the first month we noticed that this fridge was unusually loud and had a small amount of condensation around the ice maker. We called RcWilley and they sent a service tech out, who told us this was normal. The fridge worked fine until about a year and half after purchase, we started to notice that there was ice built up behind the ice maker and more condensation. We called RcWilley again and another service tech came out. He said he would need to order kits from Whirlpool. We waited a week, the tech called and said they were ordering two kits and one would come directly to us within 2-3 weeks. He said to call him when we had it and they'd come out and install it. We never received anything so we called the service tech several times, no answer and no call back. We called RcWilley again, who admitted that there was an issue with that service company and would send us someone from another company. We explained about needing repair kits to not have the tech come out for nothing but the tech came out completely unprepared to fix the fridge and told us he is unable to work on a Whirlpool fridge. We have since then called RCWilley, at least 10 times, getting a customer service rep every time, who would tell us they'd call back and they never did. We've asked to speak to the manager but we are always told we can't. Our fridge is getting worse, the ice built up is getting larger, the condensation is getting worse and the frost building up over the food in the freezer makes it almost unusable. While we understand that RCWilley contracts out the appliance services, the fact that they are not honoring the extended warranty and customer service is not allowing us to speak to a manager or providing an acceptable solution is unacceptable.

Desired Settlement: At this time, we would like to be compensated for spoiled food. We are also asking for a refund of our purchase, including taxes, so that we can purchase another fridge (different brand), free delivery and free extended warranty of the new fridge.

Business Response: Initial Business Response /* (1000, 5, 2014/09/19) */ Contact Name and Title: ****** Ext Warranty manager Contact Phone: XXX-XXX-XXXX Contact Email: **************@rcwilley.com We have been in contact with the customer and parts are on there way to the customers home and service is scheduled.

9/15/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I bought a mattress from rc willey in meridian Idaho and it has sagged pretty bad and they said its normal even though its not supposed to do that purchased a mattress last September and It has sagged so bad it feels like I am laying in a hole and there is a mountain in the middle and it has a warranty for this reason so I called them and they had somebody come look and there was almost 2 inches of sag in certain spots and they came back with a response that it was normal and basically that I would just have to deal with it and I don't think its right I need a new matress I paid over a thousand dollars for a matress and it hasn't even been 2 years it should not be un usable this fast I paid cash for this and bought a matress cover for it also that says nothing can get through it and the matress has a stain they are either supposed to try to get it out or give me a new matress under the warranty for this cover so there is two reasons I need a new matress It is not right hat they are doing and it needs to be fixed

Desired Settlement: I just want a new mattress that doesn't have atwo body impressions and a hil in the middle if they don't want to do that then I want my money back

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ Contact Name and Title: ******* ****-Corp.Customer Service-Mattress Warr. Contact Phone: XXX-XXX-XXXX Contact Email: ************@rcwilley.com I have contacted the vendor for this mattress and they have issued full credit for an exchange. We will write up the credit and the customer will be contacted today to come in and re-select.

9/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: R/C Willey charged Visa card for parts not authorized. R/C Willey's repair dept. scheduled at least 4 attempts to repair a power lift style Lazy Boy chair (I purchased from R/C Willey) in my home. In spite of installing numerous parts (I prepaid) the chair still does not work. I did not authorize Willey's last billing against my Visa Card of $81.51. I have paid a total of $224.50 and the chair remains unusable. I request the $81.51 to be refunded, R/C Willey refuses.

Desired Settlement: Refund (credit) of $81.51 on my visa card. Note! The chair remains unusable at this time.

Business Response: Initial Business Response /* (1000, 5, 2014/09/01) */ Contact Name and Title: **** ******** Customer Service Manager Contact Phone: XXX-XXX-XXXX Contact Email: *************@rcwilley.com I spoke with Mr. ********* today. We are picking his chair up and bringing it into our shop on 09/03 to trouble shoot it to see if we can repair it. It is out of the manufacturer's warranty, so we are going to do this as a courtesy. As far as the charge, Mr. ********* did call in with his Visa number to authorize the charge. I told him that I will be happy to refund his card for the cost because the parts ordered will not fix the chair. He also understands that since the chair is out of warranty, and we can't repair it, that there is nothing more that we can do. Mr. ********* understands this and is fine with it. Initial Consumer Rebuttal /* (2000, 11, 2014/09/08) */ R/C Willy has successfully resolved this issue *** *********

8/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Purchased a couch in April 2013-dealt with complications from customer service for 15 months. Received credit for new couchnow being treated unfairly In April 2013, ***** and I bought our first couch. It was a sectional costing $1000, and wasn't that great of quality, but it was our first couch so we knew it was great for the time being. Shortly purchasing it, we noticed that one of the back cushions had started to tear away from the back of couch causing a slight hole where couch stuffing was exposed. We notified RC Willey and they told us someone would come out within the next week or so to see if it could be replaced. We scheduled an appointment for the following Friday. (They don't give you a time, just tell you to be ready the whole day and that they'll call you at 8:00 to let you know when they're arriving). That morning, after ***** took the day off, a man called us at 7:30 a.m. He asked ***** to send pictures instead of coming out. ***** send them right away. The man called back and reported that they would "repair" it. He said it would take about 3 - 6 weeks for the part to come in. I threw a blanket over the back of the couch; this was in June. In September, I removed the blanket and saw the the hole got larger. I then called RC Willey. The customer service rep told me that it takes 3 - 6 weeks; I explained that it has been more like 12 weeks and we haven't heard anything. She then made an appointment for us the following week to come out and repair it. Again on a Friday morning, that ***** took off, we received a call at 7:30 a.m. This time, they told us they ordered the wrong part - as it was a two piece sectional, so they would need to reorder. We told them we understood and thanked them for calling us. We waited about 4 weeks. They called again, made an appointment for the following week. Again a Friday at 7:30, we get a call. Ordered the wrong piece again. We laughed at how silly this whole thing was getting. They made another appointment for January, JANUARY! By this time, the hole was rather large - literally stuffing couch stuffing back into the couch every time someone sat on it. On January 17th, I had the day off this time, we receive a call at 7:30. Ordered the wrong part AGAIN. I immediately called customer service and complained. I told them the whole story. They apologized and the lady offered to give me $400, but I had to return the couch. I chuckled at $400. Really!? We then called many other people and finally got to **** ******* (who supposedly is a big-wig at RC Willey). After much deliberation, he offered us an even $1000, if we basically sold our couch back, and told us to go to RC Willey to pick out a new purchase - this was in late February/early March. In April, ***** and I went to RC Willey and picked out a new sectional - 3 piece, a bit more money, much nicer, and hey! They're having a deal right now, get $200 off - even better. This couch was on display in grey, and our couch was in sage; I still wanted a sage couch, so we had to "special order" our new couch. They told us it would 6 - 8 weeks until we received it. On May 2nd, we got a call that our couches were in. They said they would deliver it that day. They showed up to our house - 2 pieces sage, 1 piece grey. (Reminder this is a whole year after we started this process). They took our old couch, left the 2 sage pieces, and peaced out. They said that the other sage piece was in the warehouse and we could go get it tomorrow. We called the next day - nope, not there. We then made a huge round of calls, and started dealing with a man name **** ******** - whom I was told was a supervisor just like **** *******, FALSE. Prior to ***** I just had to talk to an everyday customer service rep and explain the whole story EVERY SINGLE TIME. **** referred us to a lady named ****** She talked to us about our account and said that RC Willey would pay our sales tax (since that is what they did when we bought our original piece in April 2013 due a sale they were having). She also said that we only owed $134. We're thinking, "Great, that's not bad at all." BUT we have to wait an additional 6 - 8 week

Desired Settlement: Pay off bill - as we were told they would pay more then one promotion and now we owe over $500.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ Contact Name and Title: ****** ******** Customer Service Supervisor Contact Phone: XXX-XXX-XXXX Contact Email: ***************@rcwilley.com Mr. and Mrs. **** purchased a sectional from RC Willey on 4/13/13 in the amount of $957.69. We were offering a free sales tax promotion so we removed $57.70 bringing their total to 899.99. On 7/26/13 the ****'s reported that the seams started failing on the sectional, we sent out a service technician and ordered new covers. The manufacturer was taking to long to ship the covers, so we authorized a reselection, and issued the ****'s a credit of the initial ******** The ****'s reselected into a sectional in the amount of $2085.56. We honored the original sales tax promotion and gave them a credit of ******** as well as honoring our current promotion of ******* off, we usually only honor one promotion per purchase. She was still upset about the situation so we gave her an allowance in the amount of ******** This left her a balance of ******* instead of the $916.45 that she should have been billed. We feel we have adequately taken care of the ****'s, we are unable to give any further credits or remove the owing balance. Initial Consumer Rebuttal /* (3000, 7, 2014/08/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not what happened. No one from RC Willey ever can out to our home. Instead, they called us after scheduling an appointment and asked us to take pictures. Then they ordered the wrong part of a two part couch 3 times in a row. After we finally complained about that after nearly 9 months of working with them, they told us they would give us $400 and we had to give our couch back. We went high up and spoke with **** *******. He finally have us the credit we deserved ($1000). At this point, we choose something else. We knew it was more expensive but we were given another promotion going on at that time. We were told we would only have to pay around $200-300 additional from our salesman. Then, they ordered the wrong piece and delivered only half the couch. They took our old one back, leaving us with half a couch for 7 weeks. Then they ordered a wrong piece (a different piece than before) and refused to resolve this so we would have all the same age of couch. After the first time they ordered our new selection wrong, I talked to **** ******** about this, he offered us a $200 gift card to use for a different purchase because I explained that I feel we can no longer trust RC Willey to buy things in the future. After they ordered our new selection wrong the second time, he took that gift card back and forced us to apply it to our account. Then when I discussed that I felt we were being bullied and that they have been taking advantage of us because we are young, he simply replied "if you're uncomfortable, we can come get the couch and you won't have a credit at all." They originally told us our balance was $134, then it went to $769 practically overnight. When I asked where they were getting these numbers, **** refused to review my account with me. He sent me to *****, who lied about calling us several times. She only called once and then went out of town for two weeks. When I asked her about these numbers and specific things on our account she replied "they won't show up on your online account but trust me it's there." And said things like "you have a credit of like around $300 or something" she couldn't ever give me exact amounts. She was very rude and unprofessional. When I asked other questions 9 times out of 10 her response was "you purchased more expensive merchandise" even when that statement didn't apply to what I was asking. Not to mention, **** told us not to make a payment until we talked to *****, but since ***** went out of town, we missed our payment date by 10 days causing it to effect our credit. We have been dealing with this situation since April 2013. They have bullied, harassed, been very mean, and treated us unfairly. We are ready to be done with this whole situation and would like our account balance to be at $0 since we have paid well over the amount we were quoted to pay in the first place.

8/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On their website was advertised a Leonardo Executive Desk was for sale for 499.99 my wife and I had went into the store and purchased the desk from ******* ******* who told us the desk was a great price and after deciding my wife and I had purchased the desk that was advertised. We had scheduled delivery and my wife's debit card was charged the 599.49 for the purchase of the desk and delivery. We left and the next day I received a call from ******* stating that there was an error on the website with the item number and that the item number that was 499.99 was for the desk top only. I told ******* that's not what was advertised and she agreed and stated it was an error on the website but she would talk to her manager and call me the next morning. The next day came and I never received a call back from ******* I attempted to call ******* and went to voicemail. I then drove down to RC Willey and was told by the manager ***** ******* the same that it was an error on their website and not advertised correctly. I told him that I wanted the desk for the price advertised and he stated that's not going to happen. I then asked for corporates number who I called and the corporate operator agreed with me and stated that it wasn't right and called ***** the manager who tried to extort more money out of me by saying if I give $500.00 more he would give me the rest of the desk but if I didn't agree to that there was nothing she could do for me. Very unprofessional, not right, extortion, false advertisement, whats right is right what's wrong is wrong that is very wrong and unprofessional Product_Or_Service: Leonardo Exec Desk Order_Number: XXXXXXXX Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) The entire desk for the price advertised delivered to my house.

Business Response: Initial Business Response /* (1000, 10, 2014/08/01) */ Contact Name and Title: **** ***** Online Customer Service Manager Contact Phone: XXX-XXX-XXXX Contact Email: **********@rcwilley.com ******, I'm RC Willey's Online Customer Service Manager. I'm sorry about the issue and confusion with the executive desk on our website. Yes, there was an error with the product on our website. The desk wasn't advertised that way, but was showing up incorrectly on our website. The item that you were attempting to purchase was the top part of a 3 piece executive desk. The actual sales price of the desk was $1,499.99. The top part of the desk that you were looking at and did purchase was for the $499.99 that you quoted. Please note that we do state the following on our website: "Please be aware that we reserve the right to change prices, terms, specifications, and warranties without notice. We endeavor to accurately describe every product offered for sale; however, mistakes can sometimes be made. Any typographical, photographic, or specification error in product description, pricing or offers is subject to correction or verification (including after an order has been submitted)." You can find this statement under the "Low Price Guarantee" on the Policies section of our website. Here's the link to the information on our website: http://www.rcwilley.com/Policies.jsp We do apologize for the incorrect information on the desk. Once our management became aware of the issue, we corrected the problem and attempted to offer the desk at a discounted price. Unfortunately we are unable to sell you the desk at the $499 price as it is lower than our cost. We can offer you a discount of $500 off the price of the desk to sell you the desk at $999. Once again, I'm sorry for the inconvenience.

8/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Got tired of being pushed around and told they had an item show up to be told they are out Dear BBB I visited The Henderson location a day after I got the 5000 in savings book I wanted the 3 crock buffet slow cooker I was told they did not have any that was fine asked for a supervisor since I felt miss blonde was being rude a guy comes up says what's up I tell him I was online trying to get the quad crock pot for $15 but it said it was available here so came down for either one of the 3 or 4 he said look my agent already told you (siding with her) we don't have any and we are not going to order any more with an attitude same as or worse than the agent. I felt so humiliated I left I called a week n a half later corporate said oh the Summerly store has 8 of the 3 crock pots that was on 7/22 at 2pm I called a Latino gentleman confirmed there was 8 I said I am going in a couple of hours can you put my name down for one since I am held up in a meeting and if I don't get one I could be sleeping in the streets tonight he said NO they are not going to sell that fast at 5:30 pm I am down there and they don't have any that was a waste of a few hours 19 miles I was furious they wanted to give me a basket ball so I just left now usually I just let things go but they did me wrong in so many ways I feel in order to get my business in the future they could surprise me with the darn crockpot to make up or at least say we will hold one as a courtesy to a good customer who has purchased bedroom sets cash in their stores in the past among a dinning set and other stuff please help BBB I know they are your members

Desired Settlement: I want a quad crockpot or I will settle for the 3 tier one also

Business Response: Initial Business Response /* (1000, 5, 2014/07/29) */ Contact Name and Title: **** ***** Community Manager Contact Phone: XXX-XXX-XXXX Contact Email: **********@rcwilley.com *******, I'm sorry about the issue with our promotional item. We always state on the offer that there are limited quantities and it is while supplies last. We try and have an alternate offer available in case we run out as well. I apologize that these offers were provided to you at that time. We have been looking to find one of the cookers for you as well. Our promotional buyer is working with the general manager of our Las Vegas (*********) store and will get one for you. He will be in touch with you about the cooker as soon as we can get one to the store. Once again, I apologize for the inconvenience.

6/25/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Warranty services on a faded couch cushion On 5/32014 a service tech from rc Wiley's in reno nevada came to my house for a service call. The problem : two of the four recliners in my house made a loud noise And sparks & smoke came out from underneath one of them. I unplugged all of them. I am glad I was home. When I moved the couch it had left a black mark on my hardwood floor. I was charged a service fee of $79.00. The tech looked at everything and said we need to order all new electrical parts for both recliners. Obviously there is a problem with this type of couch. If I wasn't home we could of had a fire !! Also on one section of the couch that is not a recliner it is fading. The tech said there is something wrong because we don't sit on that part of the couch. Now rc willey does not want to fix the faded couch. When speaking to customer service I asked to speak to a supervisor and they would not get on the phone. I asked if I could have the name and this is what they gave me. *** ***** if this is how they deal with customers then I want nothing to do with this establishment. This phone call took place on 6/11/2014 at the reno Nevada store at 2:45pm

Desired Settlement: Replace

Business Response: Initial Business Response /* (1000, 5, 2014/06/23) */ Contact Name and Title: **** ***** Community/Online Reputation Manager Contact Phone: XXX-XXX-XXXX Contact Email: **********@rcwilley.com ******, I'm sorry about the issues with your sectional that you purchased from us in July of 2012. I have followed up with our management about your complaint and the issues with your sectional. I also apologize that there the sectional was sparking/smoking and could have potentially caused a fire. I'm glad that a fire didn't start when everything occurred. There are several different issues that you mentioned in your review that I would like to follow up on. The service fee that you mentioned was actually for $69.99. This is standard labor fee because our technicians are performing a service in assessing the situation and addressing issues. This plays into account when parts are ordered for products that need to be serviced. Our customer service department did make notes that you were aware of the service fee. In reviewing the sectional, our service tech determined that parts were needed to repair the sectional. Several purchase orders have been placed for parts to help service your sectional. The parts will help repair/replace the issues that happened with the sectional. Depending on the part, they may take some time to get in to help repair the problem. From what I can tell the parts are covered under the warranty. The parts have arrived and our service tech can continue following up with the repairs. Our service tech is scheduled to follow up to repair the sectional on 6/26/2014 from everything I can see. The other part that you were complaining about was the discoloration of one of the arms of the sectional. Some discoloration is normal with leather furniture. It helps set apart and build the character of the furniture. Our service tech did take pictures of the discoloration and we sent them to the manufacturer to verify if this was or was not a manufacturer defect on the sectional. We received word back that this was normal with wear and tear for this leather sectional. Unfortunately the leather protection does not cover fading or discoloration of the leather. There were a few options that we could do, but it would be at your cost. The manufacturer could send us a part for the arm, but the color of the will be different than the other pieces. The other option is that the tech could touch up the leather where the discoloration is and it will be flush with the rest of the pieces. Once again, I apologize for the issues with your sectional. Initial Consumer Rebuttal /* (3000, 7, 2014/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again RC Wiley tries to wiggle there way out of things. They have numerous complaints in all departments. You state it is the arm !! It is Not !! It is the middle piece of the couch that we do not sit on. Your guy came out and took pictures and told us this is a defect and should be fixed !! Once again RC Wiley does not honor there warranty that I purchased. You also state in your letter sorry & glad you didn't have a house fire !! Not once do you say it was a defect !!! It is so difficult to deal with a company like this. Exchange the couches for new ones !! Except responsibility !! Rc Wiley would rather lose customers then make it right !!!

3/27/2014 Problems with Product/Service
3/21/2014 Billing/Collection Issues
2/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We purchased a custom sofa and it was made wrong after waiting over 6 weeks. They have not fixed the issue and are claiming we must wait six weeks. My wife and I purchased $7,000 worth of furniture and appliances for our new house from RC Willey including a custom sofa worth $1,899. The sofa took 6 weeks to make and then more time to deliver. Once delivered it was found to be made wrong. We have been informed that it would take 6 weeks more with no way to get it faster. There has been no fix nor any compensation. We had family come into town and we had a couch that does not work. This is my second incident with RC Willey as the last time when something was return they credited me the wrong amount and refused to correct it. The same thing happened to a friend where they would not be credited money when the delivery men refused to deliver the couch into their apartment because they said it would not fit. RC Willey said they will take it back but refused to credit them. We will never shop there again nor will my friends. We will continue to let people know how poor the customer service is there and that there are far better places in the valley and nation wide to shop for your house.

Desired Settlement: Obviously there should be some sort of compensation for the fact that someone at RC Willey messed up and it has taken over 12 weeks to get our couch which is still not right. Other than the money, we really just want the word out on how this company continues to scam people and provide terrible service.

Business Response: Initial Business Response /* (1000, 7, 2014/01/30) */ Contact Name and Title: **** ******* Contact Phone: XXX XXX XXXX We are sorry that you have to wait for your new sofa. It looks like compensation was given on the 14th of this month.

2/19/2014 Problems with Product/Service | Read Complaint Details
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Complaint: My dryer has caught on fire and I want it switched out. I purchased my Boosh dryer on Labor Day 2012. In the past 4 weeks I have had it repaired five times, for the same issues, the heating element has stopped working. It no longer heats up. It was worked on January 22nd, 31st February 1st, 11th and 12th. On Thursday the 13th of February it started smoking up setting off my smoke detectors. I now have a set of sheets that smell of smoke and another trip for the laundry mat for me. I called the extended warranty office for RC Willeys on Wednesday the 12th of February and spoke to *****. My husband called on the 13th of February and spoke to *****. Neither one wanted to help and ***** didn't seem to concerned that our house was full of smoke. She said that we must have faulty parts on our dryer. Even after we explained that they had been changed 3 times.

Desired Settlement: I want a new dryer, one that I can trust in my house and not catch fire. I want reimbursed for my 3 trips to the laundry mat.

Business Response: Initial Business Response /* (1000, 5, 2014/02/17) */ Contact Name and Title: *****- Extended Warranty Supervisor Contact Phone: XXX-XXX-XXXX Contact Email: ***************@rcwilley.com We have verified with the service company that the repair of this dryer was completed on 2/14/14. The extended warranty is still valid for another 2.5 years. If there are any further problems with this dryer, please call the RC Willey extended warranty department. Initial Consumer Rebuttal /* (2000, 6, 2014/02/19) */ To Whom it may concern: Yesterday Thursday the 13th of February 2014 I filed a complaint about a Bosch dryer that was was over heating. At this time we have been helped by the repair center and the manager himself came out to our home and was able to locate and fix the problem. We are very satisfied with his apology and his repair. Thank you so much. *** ********

2/17/2014 Problems with Product/Service | Read Complaint Details
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Complaint: RC Willey sold me a Maytag dryer which was defective. They replaced it on September 28,2013 and the replacement is defective. Customer Service sent me to Maytag for service. I asked for a new dryer since replacing two Maytag Dryers in 5 months seems irregular. The Maytage service line sends me back to retailer. I think RC Willey should replace the product. Two defective Maytag Dryers is obviously a manufacturer issue. Customer Service Department has no willingness to help me. I am only available on Saturday Morning's for a delivery

Desired Settlement: I simply want a replacement MAYTAG dryer or a replacement of the stacked laundry pair.

Business Response: Initial Business Response /* (1000, 5, 2014/02/12) */ Contact Name and Title: **** ******* Contact Phone: XXX XXX XXXX Talked to the customer. Dryer has been repaired. Initial Consumer Rebuttal /* (2000, 7, 2014/02/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/29/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Miss applied payments will not be adjusted. All payments go to longest interest plan, causing shorter plan to be due in full with no payments applied. Puchased 9.28.13 on 6 month payment no interest plan (min payment is 28/mo) and puchased 10.07.13 on 12 month payment (min pyament is 53/mo) both plans are no interst if paid in full. I make larger monthly payments of $155/mo and RC Willey REFUSES to put the extra payment to the shorter first purchased plan and applies all extra funds to the longer plan. They refuse to correct and apply as requested - this will cause the 6 month plan to NEVER be able to be paid off in the 6 month time frame and cause interest to kick in for the full 6 month period. What a great scam to make money.........

Desired Settlement: I want my payments applied as I have requested the monthly minimum to each and ALL additional funds to the shorter plan so it will be paid off within the 6 month time frame.

Business Response: Initial Business Response /* (1000, 5, 2014/01/24) */ Contact Name and Title: ****** *********, Assistant Corporate Credit Mana Contact Phone: XXX-XXX-XXXX Contact Email: ****************@rcwilley.com I have personally spoken to this customer on January 22, and resolved her concerns in regards to this issue on her account. In resolving her concerns, it was explained how payments received by RC Willey are distributed to a customers' various deferred interest plans so that she is aware in the future. Because circumstances and financial abilities vary among customers, RC Willey cannot know every customers' intent when a payment is received. Understanding this, RC Willey has developed alternate ways (web, phone, and in-person)that customers may utilize where they can "self direct" their payment to the plan of their choice. These options have been explained to our customer for her use in the future if she chooses to do so. There is no intent by RC Willey to "scam" or take advantage of our customers. Our monthly statements clearly show a customer how their payment was distributed, how much is remaining on each promotional plan and when they come due so that they can plan their payments accordingly. Initial Consumer Rebuttal /* (3000, 7, 2014/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Actually in my case YES, as I stated/updated earlier and was confirmed by Mr.*********, my situation is resolved. However, I do still feel this is wrong (you don't like scam). Even when making an extra house payment or car payment the payer is able to mark how the extra funds should be applied. This is not the case with RC Willey. Until I spoke with Mr. *********, the store also refused to adjust the payments to how I wanted them applied (she was very rude and that is why I contact the BB). Customer Service is gone in America and this is an example. Thank you. I consider this matter for myself closed. Final Consumer Response /* (2000, 8, 2014/01/29) */

1/24/2014 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: I have a new top of the line LG Washer. I have had two appointments to have it serviced, and the repair man has never showed up. I have taken off wo I have taken time off work.

Desired Settlement: IMMEDIATE replacement

Business Response: Initial Business Response /* (1000, 9, 2014/01/07) */ The washer was moved after we installed it. We are going to see if we can help her after the Holiday.

12/11/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Gen.Mgr & Supervisor gave me a written guarantee, they would stand by the love-seat they sold me 100% no questions asked. Now won't stand their word Had several problem with a love seat I purchased, when they were first delivered. They sent out service man several times. Last one I got defective, they repaired it, asked if I would keep it for a reduced price with the guarantee... their written words. "Cust came in saying they are having issues with the footrest on this piece..Cust. has been assured that we will stand by our product and will work with her....the footrest and headrest, cushions and padding. I have problems with padding on footrest, serviceman came, said was going to order parts or replace. Now I'm told won't stand by their word

Desired Settlement: Stand by your word. Repair or replace. That is what your serviceman put in HIS report

Business Response: Initial Business Response /* (1000, 9, 2013/11/11) */ Contact Name and Title: **** ******* Contact Phone: XXX XXX XXXX The tech has looked at the love seat and it is normal. Final Consumer Response /* (3000, 19, 2013/12/06) */ I have contacted them and they have promised to call back which they have not done that is why the response has been delay. They just plain LIE, their service man stated in their Service Report, Order No. XXXXXXXX, dated 9/28/13 quote "Resolution 1) Order Parts or 2) Replace, since then they have not contacted me and now they are just lying saying their service man said their is not a problem. To add to all of this I have a written statement from both the Store Manager,*** ********** and Supervisor, ******** ** dated 5/8/13 in which they stated quote: "Cust. has been assured that we will stand by our product and will work with her as to the functionality if the pieces and also concerning the footrest and headrest cushion and padding," those are R.C.Willley's own words. When I wrote a review on "Angie's List" they stated they will contact the customer to resolve the matter. Again another out and out lie. I have heard nothing from them, it is just an appearance to save their reputation on paper only. When it comes to actually keeping a customer satisfied, they have no intentions of doing that. How can any reputable company give a written guarantee and then say "no our word doesn't matter, we sold your the furniture, got your money, now its your problem not ours and don't bother us anymore." That's the way they are operating. Final Business Response /* (1000, 13, 2013/11/18) */ We gave the customer a credit of $788 to keep the piece "as-is" because of some concerns when it was first delivered, then we still exchanged out the love seat for the customer and let the customer keep the $788 credit. We sent our tech out when the customer reported problems with the footrest padding we sent the tech report and pictured to the manufacturer and their is nothing wrong with it, it meets all the manufacturer specifications. We have nothing to repair.

10/31/2013 Problems with Product/Service | Read Complaint Details
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Complaint: purchased 2 major appliances and they said they gave us a discount for purchasing 2. the washer dryer was completely non functioning. purchased frigidaire stackable washer dryer on 7/25/13. was out of town for a month after the purchase, came back and started using but it ruined loads of laundry and the dryer didn't work. it also soaked our bathroom floor with water as well as the carpets of our hallway. had 2 service men from RC Willey's recommendation come and look at and they couldn't fix the washer or dryer. talked to ******, ********,******, *****, **** *******, ****, ******, ****, ********, ***** ******, *****, ****, *****--most of them managers and most of the time they were telling me i had to talk to someone else. in the end, they completely abdicated responsibility for the problem.said our contract was with frigidaire and not them and they had no responsibility for any of the damage. delivery men who came and dropped off washer/dryer to replace also spilled water all over the hallway carpets.

Desired Settlement: we want to be compensated for floor damage, clothing damage and stress and exorbitant amount of time spent on this frustrating issue. all we wanted was to purchase a washer/dryer and have it work, possibly call a service man if needed, knowing that problems happen, and get it fixed.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Contact Name and Title: **** ******* Contact Phone: XXX XXX XXXX The manager in the store is the only one that can help you. He is the only one that can help you.


Customer Review(s)

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Customer Reviews Summary

8 Customer Reviews on R.C. Willey Home Furnishings
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