Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a new Bosch dishwasher from RC Willey 10/8/2024 which was delivered by them 10/22/2024. In December, we had trouble with the bottom rack not staying on the track and called RC Willey for service. They sent A1 Quality Appliance who came 12/16/2024 to look at the rack. Upon inspecting the dishwasher, the service person informed me that there was no model/serial number tag on the washer and that would cause problems should I need additional service but they would be able to replace the rack. I called RC Willey to inform them of the issue and they promised to have someone call me back. After calling every few days for three weeks and receiving no callbacks, today I received a text message from RCWilley customer service stating that they believe that the unit was sold and installed with the serial number tag on it and with it being in your possession from October to now, we dont know what wouldve happened to the tags. I did not remove any tags and am shocked that they would suggest that I would lie about it.

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought premium luxury vinyl planks for our brand new home and used a contractor through RC Willey. We started having issues with the lvp separating and a pillowy feel and I contacted RC because there is a product and labor warranty and they sent the install manager **** along with the owner of the flooring company they hired to do the install.Everything went downhill from here. Instead of coming in and gathering real data, they looked for anything to pick apart in my brand new home to not rectify this horrible situation.Please understand, my husband and I have spend tens of thousands of dollars at RC Willey, not including the flooring. We have always regarded them as a better retailer with higher end options and better customer service and guest relations. I have never had any issues until faced with **** and her unwielding power to deny any claim and find any reason to. After feeling completely defeated, I went to another flooring store to have the horrible install of my beautiful lvp pulled up and purchase and install a different product. We have a beautiful new home and the work RC Willey and the installers did was not up to par with the rest of the house. No one wants expensive, premium flooring coming apart at the seams in their brand new home. Funny enough, the new Contactor that came over to measure for the new product told us that whoever installed the lvp from RC didnt do so correctly and we needed to pursue a third party inspection from the manufacturer to have this fixed. We did spend a lot of money and time on the product from **. He even went further to say I had the right to contact the State Contactors Board if RC refuses to rectify the issue because it was so obvious the installer didnt do the install correct.This new company was only at my house to make even more money from us and because he was ethical and wanted the right thing for us, he recommended us pursuing the claim further. Even after the third party inspection ** WONT FIX IT

  

  Business response

  01/15/2025

  I apologize for the inconvenience you have experienced.  We have responded to your Yelp reviews and your ****** reviews and told you that you will have to work with the store you purchased the flooring from for assistance.  They are the only ones that can assist you with this issue as they have access to your flooring order history and any reports for warranty claims.  We cannot assist you via this forum.  You have to continue working directly with the store's flooring department.  Please call them for updates and further assistance.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a bedroom set for 2,700 on 11/21/24. We bought a twin bed with trundle, large dresser & nightstand. The bed is for a senior. I asked if we could modify by purchasing a hydraulic lift to assist my wife in bed. We also upgraded the mattress. The salesman agreed it could be done. The delivery was delayed, had to come from Vagas. It came on 12-07-24. The installer said he could not install it with the lift unless we did not have the trundle. We agreed that we would just live without the trundle. Then the items from Vegas, were all damaged. The delivery installer left taking the trundle parts & leaving the damaged. He never came back as promised. I then order another nightstand on the same day. On 12-14-2024 new installers came to bring the additional nightstand & remove what was broken. As they were removing these items the headboard placed near my Toyota Camray fell over damaging the front fender. My ring camara caught it all. I then called the Delta Shore they said corporate office in Utah would handle this and connected me to Caleb K****** who just had a recording and did not return my call. The next day I called Corporate and connected. I sent him my recording in turn Caleb he asked if I could get two estimates'. I then got two bids, one at 2,400 the other at 2,900. Caleb offered me 2,600 if I sent him back a notarized signed copy of his release. his release says receipt whereof. As though I had check in hand. So, I asked if I could in person trade his notarized release for check with someone, at his store in Sacramento. A Taylor P****** responded later thinking I wanted the check first. My attorney asked Caleb to trade with her. My attorney is licensed by the state of California and bound to be trustworthy. Sincerely, ****** ** ********

  

  Business response

  01/09/2025

  *****,
  Thank you for reaching out to us.
  Because legal & claims are involved with this issue already, we can not assist you from this forum.
  We suggest you continue working with the claims team to help you reach a mutual settlement.
  You can reach them at ###-###-####.

• Initial Complaint

  12/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a fridge and paid for the warranty. This equipment has been paid off since. The fridge however was purchased under my family members and they have recently a few years later financed and purchased equipment and since these purchases are past due RC willey will not honor my warranty for the fridge that has already been paid for in full. Prior to this RC Willey also sent LG out for the friends in which the issue was not fixed as well. This has been an ongoing issue for a year or more now and my warranty runs out in last then a year therefore they are not abiding by the extended warranty I have purchased and paid in full along with the fridge.

  

  Business response

  12/20/2024

  I apologize for the inconvenience you have experienced, but we are unable to discuss another customer's account information with you, even if they had previously authorized you to make a purchase on their account.  Our Consumer Protect Plan does that in Amendment 5 that warranties purchased with an RC Willey credit account must remain up to date on payments and in good standing for the warranty to be used.  You can find that documentation here on our website: ******************************************************************************** *
  

  Customer response

  12/30/2024

  
  Complaint: ********
  
  I am rejecting this response because: The product has been paid off in full by me and my credit card not the individual on that account. The warranty should be honored as this product is paid in full and by my credit card under my name. it does not matter what he purchased years later and is pass due on, and i have current permission to communicate actively on this account. 
  
  Sincerely,
  
  ****** *********

  

  Business response

  12/30/2024

  Unfortunately, that is not how that works, and the warranty will not be honored. You made the decision to use someone else's account to make a purchase for yourself. Whatever that financial commitment was is between you and the account holder, not RC Willey. RC Willey bases warranty off the account the warranty is on and that account's standing. We will restate what our Consumer Protection Plan states below. You can also view this on our website:

  "If the purchase of the protection plan was made on an RC Willey revolving charge account and the customer does not maintain their revolving charge account in good standing, then that is considered one of the reasons that the provider may cancel. The contract can be cancelled for violation of any condition of the service contract which occurred after the effective date of the contract"

  Again, you can again view this at  ******************************************************************************** .

  As you priorly stated this account is not yours and we will not further discuss their account with you. We will also not honor the extended warranty.

   

  
  

• Initial Complaint

  11/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/12/2022 I purchased a recliner from their store. Along with a warranty. Last month the chair broke so I called the warranty office to get it fixed. We were told that it would cost 89 dollars to have someone come look at the chair and then they would order the parts and fix it. We were also told that if they couldnt fix it that we would get our money refunded. So we had the repair man come out check the chair and he told us it would be a few weeks for the part to come back. Then today we got a call from ** ***** telling us that the chairs manufacturer went out of business so they were gonna give us store credit for the chair, but we could get our 89 dollars back. We told them that was what we agreed to, to get the 89 dollars back. The problem is why did they send a repair man out when they were aware that the manufacturer went out of Business. And if they didnt know, why wasnt that checked before they sent someone out to look at the chair. We feel like we were lied to and swindled out of 89 dollars. All of this could have been avoided had the person we talked to checked to see if the company was even in business. This isnt good business and its stealing peoples money.

  

  Business response

  11/26/2024

  I apologize for the frustration you have experienced.  RC Willey facilitates the manufacturer's warranty and when an item is over a year old, the manufacturer no longer covers the warranty after the first year and that is why you were charged the $89 service fee.  We work with many manufacturers, and we do not always know right away when a manufacturer has gone out of business.  That is information that is typically found out when we attempt to order parts.  I have looked into your account and verified that our technician did go out, but since we cannot order any parts to fix your chair, we have refunded your service.  Please call our customer service at ************ to have the refund processed back to your card.  You do also have the in-store credit to reselect into a new chair.

• Initial Complaint

  11/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against RC Willey due to multiple unresolved issues with my recent furniture purchases, lack of customer service support, and an unwarranted negative **** on my credit report. Below are the details:Damaged Deliveries:I purchased a fireplace from RC Willey, and it was delivered in a damaged condition on three separate occasions. Despite this, I was forced to keep the damaged item due to RC Willeys inability to provide an undamaged replacement. I also purchased a sofa that arrived damaged, and when I reported this to the salesperson via text, I never received a response.Damage to My Property:During the furniture delivery, damage was caused to my home. I reported this to RC Willey immediately, but no action was taken to address the issue or offer repairs or compensation.Lack of Communication and Resolution:I was waiting for an exchange for the damaged furniture, but RC Willey failed to follow through. Despite my numerous attempts to resolve these issues, I have not received adequate communication or support from the ************** Reporting Issue:To make matters worse, RC Willey reported a late payment on my credit report, which I believe was unjustified given the circumstances and the unresolved issues. This late payment has negatively impacted my credit score.

  

  Business response

  11/25/2024

  I apologize for the frustration you have experienced.  Our records show that your initial order of the sectional and the fireplace TV console were picked up by you in June.  It is possible that initial damage was caused during transport.  To make up for this, though, we arranged multiple exchanges with our delivery teams at no charge to you.  We have no records stating that you were forced to keep any damaged product.  If you were not satisfied with your last exchange of your fireplace TV console, you should have reached out to our Las Vegas customer service to arrange another exchange or to see if there were any other options available to you.  Regarding the replacement of your sectional, we arranged that exchange for you shortly after you received the sectional, but due to the sectional being on backorder, we were not able to complete that exchange until the sectional came back in stock.  Our records show that as soon as we received the product back in stock, the exchange was scheduled for the soonest date available.  I apologize that you never heard back from your salesperson when you reached out, but we always recommend calling our customer service in situations like that as they can also provide assistance.  Any damage that occurs during a delivery has to reported to our customer service so that they can submit an insurance claim for you.  If you believe that was done, you would have to follow up with our insurance claims department at ************.  Regardless of perceived or ongoing issues, payments still need to be made on time to avoid late fees and late payment recordings.  Payments begin as soon as you receive the product.  If you had reached out to our billing department at any time during this and explained what was going on, they may have been able to work something out for you, but that is not something that happens automatically.  You will have to call our billing department at ************ for any assistance with your billing account.  Please also call our Las Vegas customer service at ************ if you need further assistance with your purchases so they can see what they can do to assist you.
  

  Customer response

  11/25/2024

   
  Complaint: 22596780
  
  I am rejecting this response because: I have reported to my sales person ****** and she told me that the damages was reported, I am actually having issues with my new recliner and I already reported to the sales persons and nothing have been done. I am demanding that the late payment should be removed from my credit report right away and compensation for the damages to my house. 
  
  Sincerely,
  
  ***** **********

  

  Business response

  11/25/2024

  Again, if you are not receiving any help from your salesperson, you will need to call our Las Vegas customer service at ************ for assistance.  If you call them, they can help you arrange service on your recliner.  As previously mentioned, you will have to call our insurance claims department at the previously provided number for assistance with an insurance claim or to submit an insurance claim for the damages to your home.  That is the route you will have to go if you want compensation.  As for any reporting on your credit, you will have to call our billing department at the previously provided number for assistance with that.  We cannot assist you with this in this format and you will have to call each department individually for assistance with these separate issues.

  Customer response

  11/25/2024

   
  Complaint: 22596780
  
  I am rejecting this response because: this company is not resolving none of my concerns, as higher department in RCWilley should be able to contact those departments and get a response from me as I been ignored several times.
  
  Sincerely,
  
  ***** **********

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered carpet and the installer laid it in two different directions. Called RC Willey it took me a week of calling and texting to get a hold of someone. Took another week for them to decide to order new carpet again. Oct 3rd was told the carpet was ordered. Contacted them Oct 16th and again Oct 17th. Finally talked to someone on Oct 21st. Was told no carpet was ordered they tried telling me three weeks ago that they are going to use the carpet that is going to be used for our main floor upstairs and then order the carpet. I have text messages stating the carpet was ordered and they knew how much to order. So now I will be waiting for carpet to be ordered again because they dont know how much to order. It is impossible to talk to anyone else there because they say there carpet is separate. I also had to argue with the installer who they had call me which is truly unprofessional.

• Initial Complaint

  10/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I paid for a couch and delivery service. They sent me a text stating when the the delivery but had the wrong address. I called customer service and they said the correct address was updated. When they sent the text the night before with a time window of delivery they had the address wrong again. So I called again and they said the address had been updated. I received a call from the delivery team after the time they stated saying they could not find the address, I told them because they were at the wrong address. The guy called his boss then sent me a text saying his hands were tied and he couldn't deliver the couch. When I called customer service I was hung up on twice and they refused to let me speak to a manager. They said I would have to deal with the corporate office for a refund on my delivery charge

  

  Business response

  10/14/2024

  Matt,
  We responded to your Google reviews from 10/12/2024 and 10/14/2024, with the following:

  "We apologize for the inconvenience with your delivery.
  Please contact the customer service team at 916-770-2750, and they can get your address corrected and a new delivery date selected.
  Their hours are M-Sat 7am - 8pm PST."

  Corporate does not need to handle this. A representative at the number provided will be able to address the issues and get them resolved.
  Please call them at 916-770-2750. Their hours are M-Sat 7am - 8pm. PST.

  Customer response

  10/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22415321, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Matt Parker

• Initial Complaint

  10/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a couch and had it set to delivery. Upon purchase the attendant was informed multiple times that the address on the drivers license was not the delivery address and the attendant confirmed it was for informational purposes only. The couch was not delivered to the appropriate address. The customer service hung up on us twice without offering resolution. ******** is now delayed and the company broke the contract signed and paid for. This is unacceptable business practice.

  

  Business response

  10/14/2024

  ****, we submitted the following response to the BBB complaint ID ******** under your husband, **** ******.
  ****,
  We responded to your ****** reviews from 10/12/2024 and 10/14/2024, with the following:
  "We apologize for the inconvenience with your delivery.
  Please contact the customer service team at ************, and they can get your address corrected and a new delivery date selected.
  Their hours are M-Sat 7am - 8pm PST."
  Corporate does not need to handle this. A representative at the number provided will be able to address the issues and get them resolved.
  Please call them at ************. Their hours are M-Sat 7am - 8pm. PST.
  Review and complaint bombing will not expediate your request.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting in March 2024 until now October 2024 we've had 9 service calls through RC Willey extended warranty from 2 different company's, 6 from A1 appliance repair, and 3 from ************** to fix our yet still unrepaired fridge/freezer. They have replaced compressor, condenser, ice maker, fan, and more. When we first had issues RC Willey never returned phone calls, left us on hold for up to 45 minutes and just didn't seem to care to help at all. ** is willing to deem it as needing to be replaced, but they do not have all of the previous work orders that have been done previous to their being called to this subject and therefore are unable to complete the order to do so. Today we called RC Willey and was informed that managers do not speak to customers? **********************'s customer service has been absolutely horrendous to say the least. We have lost food in our fridge multiple times at this point and are hoping to get what is fair and just.

  

  Business response

  10/11/2024

  I apologize for the inconvenience and frustration you have experienced. Unfortunately for a return authorization to be approved through LG due to the compressor (Warrantied through the manufacturer for 10 years) they do require a few repairs on the same parts before they issue that. The LG tech has his final visit for the return authorization and to determine the unit as unrepairable.  If the fridge is deemed unrepairable, then a return authorization would be issued.  Please call our extended warranty department at 801-464-2340 during their business hours of 10 am to 6 pm MT Monday through Friday if you need any other assistance.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩