Complaints

This profile includes complaints for R.C. Willey Home Furnishings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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R.C. Willey Home Furnishings has 34 locations, listed below.

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  R.C. Willey Home Furnishings

  2301 S 300 W Salt Lake City, UT 84115-2516

  
• 

  R.C. Willey

  8340 Delta Shores Cir S Sacramento, CA 95832-9102

  
• 

  RC Willey Home Furnishings

  20 N Stephanie St Henderson, NV 89074

  
• 

  RC Willey Home Furnishings

  3301 E Lanark St Meridian, ID 83642

  
• 

  R.C. Willey

  6636 Lonetree Blvd Rocklin, CA 95765-3737

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I bought a couch from RC willey at the end of 2020. We paid over 5000 for the couch. Within 6 months, the cushions had already deteriorated and the store told us that don't worry, they're just breaking in everything will be fine. By the beginning of twenty twenty two the couch had deteriorated to the point that it was not able to be sat on. Because you could feel the frame, and the ottoman had completed daily collapsed. There are no kids living in the home.Just me and my wife. So we officially opened a claim. It is currently March of 2025, and the warranty work is still not completed. We have dealt with issues and delays. And now, finally, when only one piece is left, they are saying that because of a unpaid garnishment, they are not honoring the repair, even though we forked out an additional $400. For the repair, and we have proof that the garnishment was paid in full. We asked, what about the money that we spent and the lady on the phone said sucks to be you?Looks like you lost that. So even though we've paid for the judgment in full, their law firm is still demanding almost four hundred dollars additionally before they will mark it as settled and send it back to r.C willie and then rc willie said it is up to their discretion.If they'll finish the repair at all. Whatever you do do not by account from them. Once they have your money, they do not care. They will not fix it, and if you can convince them to fix it.Even if you pay for the extended warranty, they will take years to do it.

  

  Business Response

  Date: 03/27/2025

  I apologize for the frustration you have experienced.  Our records do show that you have a charge off balance on your account.  We cannot proceed with any warranty services until the account is made current.  Our records also show that service did go out in 2022 and subsequently, you had two pieces of your sectional exchanged as well as the ottoman.  We have no notes or service orders after that indicating that you continued to have issues with the sectional.  Unfortunately, we cannot proceed with service until the charge off is cleared.  Please call our billing department at 801-461-3940 for further assistance and information on that.

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a stove/oven with an extended warranty with RC Willey. The oven broke on December 12, 2024 and as of March 21, 2025, it has not been fixed. We have given RC Willey so much business and they sell the warranty to put the cus***er at ease in case any repairs are necessary, We have waited over four months without a fix to our oven and it's unacceptable. Part of the issue is the contractor, ***** Appliance Repair, who has taken months for parts, and very poor communication as well. We are not the type to go to this level with BBB, but this is unacceptable when a local appliance repairman can fix the thermostat in one visit.

  

  Business Response

  Date: 03/22/2025

  Hello ***,
  Looking at your account we have on file, our extended warranty department is still actively working on your issue with your range, we have an update to your service order saying ***** Repair services recently got the parts on 03/21/25.
  Due to the location that you live in, getting service to your area does takes time. 
  We would recommend keeping in touch with our extended warranty department so they can keep you informed on any updates that are happening with your service order.
  You may reach our extended warranty department at,
  (801)-464-2340
  Monday - Friday
  10 AM - 6 PM
  
  Thank you.

• Initial Complaint

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a set of recliner love seats 6/10/23 with protection plan. We also purchased a battery pack so that we did not have to plug into the wall. I called June 2024 because battery pack was not working and the love seats were flat. A serviceman came out and said everything in including the battery pack was under warranty and would be replace and stuffing added. They would order parts and come out. After many calls and months we found out parts were not ordered. At least 6 calls later the parts were order in October. Each call assured us the parts were under warranty. In December 2024 I was called and told parts were in and we set up a service call. Serviceman called and said he was not give the parts and they had to be ordered. I made at least 8 more calls and was told that they ordered again and don't what happened. They came out in February and replaced the stuffing and did a great job but no battery pack. After 2 more calls, I was told that the battery pack was not under warranty, it had passed the year. I was so frustrated because after over 15 calls and 9 months why wasn't I told this when I was assured by them it would be covered. I regret dealing with them and since them need more home furnishings but would never deal with them again. Please look into this, I know there are numerous notes in the customer service file, they said it was very long with numerous notes. I can't believe it went on so long with extremely poor customer service.

  

  Business Response

  Date: 03/12/2025

  I apologize for the inconvenience and frustration you have experienced.  Our records show that your original service order was written on July 31, 2024, not in June.  By that date, the battery, which had a one-year manufacturer warranty, was already out of warranty.  Our customer service personnel sent you the warranty information on the battery on February 26, 2025.  The battery is made by a different manufacturer than the furniture and has a separate warranty.  You will need to call our California customer service at ************ if you need further assistance or service on your sectional.

• Initial Complaint

  Date:03/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.R C WILLEY ********** 05/16/2019 $0.00 01 R C WILLEY HOME FURNISHINGS D2147**** $5,127.00 Under the Fair Credit Reporting Act, 15 U.S.C. 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please dont respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and creditworthiness.

  

  Business Response

  Date: 03/04/2025

  Due to this being a public forum, we are unable to discuss or disclose personal account information.  For assistance with this you will have to either call our billing department at ************ during the business hours of 7 am to 8 pm MT Monday through Saturday or go into one of our stores in person.  All of our stores are open from 10 am to 8 pm Monday through Saturday.  You can also view your account information via our website.  If you need assistance accessing your online account, you will need to call our online help desk at ************, option 1 during the business hours of 7 am to 9 pm MT Monday through Saturday.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a sectional from the RC Willey. I requested two pillow inserts to be replaced. I paid for the replacement as they are outside of warranty. When I got the replacement parts, they were not for my sectional. The wrong inserts were sent to me. I spent the next several weeks going back and forth with various customer service representatives at RC Willey which led to the worst customer service experience I ever experienced. When I would call, I would get transferred to various people, I would be intentionally left on hold, and at one point I was transferred to the person who sold me my sectional years prior while he was on his weekend and enjoying his time off. After going back and forth, and the sales person who sold me my couch advocating for me, I finally realized that whoever I was dealing with was incapable of providing any level of customer service. Due to my protections from my credit card coming up and having no faith that RC Willey would provide me a refund or replace the correct parts, I elected to dispute the credit card charge with the reason of the wrong item being provided and specifically included on the dispute that the dispute would be retracted if the item was replaced. Magically, after the dispute was filed I was contacted by RC Willey and they ordered the correct parts. Shortly after, I was contacted again and said due to the dispute they are cancelling the order. I am looking to very simply get the order placed. I understand I need to pay again as the dispute sided with me and I was refunded. Unfortunately, by the time customer service was provided it was too far along in the dispute process. Luckily, the dispute process did was it was supposed to: it protected me from a business who was acting in bad faith. The store said they are unable to help me and that I need to speak to someone at corporate.

  

  Business Response

  Date: 03/04/2025

  I apologize for the inconvenience and frustration you have experienced.  According to the notes in your account, you will have to speak with our accounting department that handles chargebacks before we can move forward with reordering parts for you.  The person you have been told to contact is Melissa ******** and her number is ************.  Until she does what she needs to do, we cannot move forward with ordering parts for you.

  Customer Answer

  Date: 03/05/2025

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

  This is not an acceptable response or a way to resolve a complaint.   It sounds like you should contact Melissa and ensure she reaches out and if Melissa fails to do so you should escalate it to Melissa’s boss.   The complaint is not resolved until Melissa reaches out and resolves the issue, so therefore I would recommend encouraging her to reach out.   Basic customer service.  

  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/05/2025

  ****,

  After speaking with Melissa, we were informed that she has not received a phone call or voicemail from you as of today. However, she was able to clarify that the chargeback dispute has been resolved and all that remains is for the part order to be paid for. We have also been advised that a manager by the name of Renee from our corporate customer service has reached out today, 3/5/25 and left a voicemail to the number you provided on the BBB. One of our parts managers, Jana has also sent you a text to the number you provided on the BBB asking for needed information from you so she can assist in getting this resolved. Please feel free to call Renee back at the number provided in her voicemail, respond to Jana's text or call our corporate customer service number at ************ and ask to speak with either of them.

• Initial Complaint

  Date:02/28/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** in delivering item without prior authorization. No follow up as verbally stated. Partial order received in unsatisfactory condition.

  

  Business Response

  Date: 02/28/2025

  *****, 

  The information you provided does not pull up an account under the name ***** ****** and we are unable to find an account with that name on it. The information you provided also brings up two different accounts under two different names. Both of these accounts have orders that are set for delivery in the **** area. 

  We would ask that you either respond to the BBB with an account number and order number along with any additional information we would need or pair with our Reno location directly at ************.

  Customer Answer

  Date: 03/03/2025

   
  Complaint: 23001655
  
  I am rejecting this response because: I provided the order number, spoke with your Sales ******, ***** on 2/24.

  Resolution is in progress, but this was a legitimate consumer complaint.

  Waiting for their pickup of the bookcase this Thursday and final refund to be applied.

  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/03/2025

  *****,

  We would like to assist you with your complaint but again the information you provided does not pull up an account under the name ***** ****** and we are unable to find an account with that name on it. The information you provided also brings up two different accounts under two different names. Both of these accounts have orders that are set for delivery in the **** area.

  We would ask that you either respond to the BBB with an account number and order number along with any additional information we would need or pair with our Reno location directly at ************.

  If a resolution is being working on, then we would advise you to continue working with those individuals you have provided the correct information to. 

• Initial Complaint

  Date:02/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am deeply disappointed with RC Willeys handling of a recent issue with my account. I have been a loyal customer for over 20 years, furnishing two homes entirely through their store. Last year alone, I spent over $10,000 remodeling my kitchen and updating my appliances, utilizing their 36-month interest-free financing.Unfortunately, I inadvertently made a payment one day past the cut-off deadline, and as a result, I was charged $800 in interest on my entire purchase from the past year.When I contacted customer service, ****** transferred me to corporate billing, where I initially spoke with ******. I explained my situation and requested that the interest charge be removed, considering my long-standing relationship with RC Willey. ****** refused, citing assistance I had received from them over 13 years ago. When I asked to escalate the issue, I was transferred to ****** who immediately stated that no adjustment would be made, without any discussion or consideration.While I acknowledge my mistake in making a late payment, I find it concerning that RC Willey appears to be structured in a way that capitalizes on minor errors, imposing significant interest charges. Additionally, their credit card does not allow automatic payments, unlike most other bank or store-issued credit cardsan omission that seems intentional.What I find most frustrating is the dismissive and inflexible attitude of the managers I spoke with. As a long-time loyal customer, I expected a fair review of my request, but instead, I was met with an unwillingness to work toward a reasonable resolution. I am filing this complaint in hopes that RC Willey reconsiders its approach to customer service and implements fairer policies for valued customers.

  

  Business Response

  Date: 02/03/2025

  I apologize for the frustration you have experienced.  Our records show that you did not make any payments in December or January.  When you miss two payments in a six-month time period, your no interest payment plans are transferred over into a regular interest accruing payment plan and all deferred interest is charged to that account.  ********************** has also never accepted autopay, so that would never have been an option available to you.  We do accept bill pay, but you would have to set that up directly with your bank.  Please call our billing department at ************ for further assistance with your account.

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22887271
  
  I am rejecting this response because: A payment was made on December 31st, one day after the cut-off date. I take full responsibility for the late payment. However, I am seeking understanding from your side, especially as a loyal, long-standing customer.
  The delay was due to an issue with my accountmy card was blocked after being used in ******. Despite this, when I reached out to your agents to request the removal of the interest charges, they simply denied the request. I also called, as advised in your response, and the billing department agent informed me that nothing could be done and that I should continue communicating through this channel.
  I kindly ask that you reconsider my request, given the circumstances. Your understanding and support would be greatly appreciated.
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/04/2025

  Our records show that we received no payment in December or January, until January 31st.  Your due date is the 25th of every month.  There is a five-day ***** period for missed payments, but any payment made after those five days is considered late.  Our billing department is the only ones who would have been able to assist you with putting your plan back on a no interest payment plan, but if they are unable to do so, we cannot assist you.  We encourage you to continue to work with our billing department and you can reach them at ************.

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22887271
  
  I am rejecting this response because:

  I reached out to your billing department, but they refused to assist me, stating that they had helped my account over 12 years ago. As a loyal, long-standing customer, I am simply requesting some leniency, yet the billing department has shown no willingness to assist or make any exception.
  You keep referring me to the billing department for assistance, but they are unwilling to help. It would be much more straightforward if you simply stated that nothing can be done since your billing department refuses to assist in any way.
  I will continue to escalate this issue until I find someone who values customer loyalty and prioritizes customer success. It is truly disappointing that a company like RC Willey appears to disregard its customers, focusing solely on revenue at any cost.

  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/04/2025

  As we stated in our last response, we cannot assist you via the BBB.  You are welcome to look for other avenues of assistance, but there is nothing we can do.  When you applied for credit you signed and agreed to our terms and conditions. Part of those terms and conditions stated that if you missed two payments within a 6-month time period you would be taken off the interest free plan and all back interest would be added to your current due. You did this willingly. Our billing department showed leniency in the past. It is the billing department's decision at this point that we have shown enough understanding on our end.

• Initial Complaint

  Date:01/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed my flooring order in the end of October. The issues are still not resolved. I ordered flooring from here because it was slightly cheaper than the local store, and the nightmare began. 1. Their flooring measurement specialist did not ensure we ordered enough flooring, and ordered a series of inappropriate moldings, stair nose, etc. 2. The installers who came (round 1) spoke zero english and couldn't communicate with me about the plan. They paid no regard for putting flooring together in an aesthetic manner, purely took the top piece from a single box until the box was gone. 3. The installers left with their portion of the project incomplete and stated they would return the next day. They did not. 4. I called RC Willey who was unaware they had no-showed, and could not schedule me again for several weeks. 5. The next installers come (weeks later) and we STILL don't have enough flooring pieces, to complete the floor, and still have the wrong molding/stair nose. 6. This set of installers does an absolute HACK JOB on the stairs, and spills glue all over the floor. There are pin-nails exposed on several portions of flooring and stairs which tear up our socks til we get them fixed, they told our contractor the stair bases were fine just for later to have to tear all of the stairs off and start from scratch because the stairs were all loose. (This is not just a frustrated customer opinion, this is all confirmed later by the people hired to fix the problems). 7. All in all, there are 7+ days of my time spent at home so that flooring installers could come finish a single room project, not including every phone call I had to get transferred and transferred to someone who could help me. 8. Poor communication still about not getting credits for the returned incorrect pieces and I am receiving late fees for money that isn't owed. My proposed resolution is the return of fair value for my time as they clearly save money on installers, at my expense.

  

  Business Response

  Date: 01/30/2025

  Hi ****!  We have responded to the three reviews you have left for us on Yelp, Trustpilot, and ****** Consumer.  You have been directed to call our Salt Lake store for assistance with your flooring order.  We are unable to assist you via online methods such as the BBB and the various review sites.  You have to work directly with the flooring department at the store you purchased the flooring from for further assistance.  You can do so in person or over the phone.  The phone number for the ********* store is, once again, ************.

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22878112
  
  I am rejecting this response because:

  I have spoken AT LENGTH with your store sales manager throughout this process, and while finally, at great expense to my time and effort, the flooring was made satisfactory, there was no effort to reimburse me for the truly unsatisfactory experience. I paid full price for a professional installation from a professional company and received an unprofessional installation which impacted my own work performance, family time, free time, and significantly impacted the timeline of my project.

  I wrote these reviews because your sales manager stopped replying when I asked how to interpret the final bill I received after being told it would be a different amount. 

  I urge you to communicate with your own store at this point. I will communicate with more review sites to protect other customers. 

  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:01/29/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  R.C. Willey delivery drivers broke my ganite counter top while delivering a referigerator I purchased from them. In order for the counter to be fixed it must be replaced to bring it to full restoration. The counter can not be repaired without an indention and a crack remaining. The counters must all match. I am asking for a full replacement of counter tops due to the resale value of my home and the fact that a repair will not bring it back to its nomral state. All counters need to match and I can not simply replace one area. I can not be held liable for their mistake. They are wanting to settle for $1,000.00 and I am asking for $11,900.08.

  

  Business Response

  Date: 01/29/2025

  Hi ***!  We paired with our insurance claims department that you have been working with regarding the damage caused to your countertop during delivery.  They stated that you had a contractor go out and provide you with an estimate for repair vs replacement.  With the information you provided to our insurance claims department, they offered you $1,000 to cover the costs for repairs and you accepted that settlement.  Due to the fact that you originally accepted the amount of $1,000, we cannot give you anything more than that.  You will have to contact our insurance claims department at ###-###-#### to continue to work with them to get the $1,000 to cover the repair costs.

  

  Business Response

  Date: 02/07/2025

  Please see the attached PDFs.  They have your emails from our claims department.  As you were informed in the emails, we will not be paying for your entire kitchen to get new countertops.  Our claims department's final offer is $1,000.  As they informed you, if you do not accept the $1,000 we will not be moving forward with your claim.  Please contact them with your decision.

  Customer Answer

  Date: 02/14/2025

   
  Complaint: ********
  
  I am rejecting this response because: I’m not sure why RC WIlley's team seems to think that the company is not responsible for the complete replacement of the countertops. There isn’t a way to match the current countertop therefore, all counter tops will need to be replaced. I asked that you pay the full balance to replace my countertops due to the fact that the counter top can not be fully restored to its normal function. Dirt and debri will get caught in the crack and it will not be level. This is not acceptable. I ask that you pay the full amount. 
  
  Sincerely,
  
  *** *******

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a mattress not even 2 years ago and the mattress is sinking. It causes hip problems, migraines, back pain, neck pain. We had the store warranty inspector come out and they denied our claim because it wasn’t within their debt of measurement. Than the store says they won’t send anyone out for another 60 days to measure it. I want my money back

  

  Business Response

  Date: 01/25/2025

  Justin,
  We at RC Willey do not have any say in what the warranty covers or if the product gets to be returned.
  These warranties come from the manufacturer, when you purchase your mattress the details of what your warranty covers are inside a packet that comes with every mattress.
  The warranty that comes with your mattresses are for defects in the products only and does not cover any issues regarding comfort
  Manufacturer defects that are covered are listed in the warranty packet go as followed,
  
  . The mattress must be a 1 1/2" or deeper for body impression for inner spring mattresses.
  . Shifting of the material inside the mattress.
  . Bulging on the sides.
  . Seam tears
  . Bunching of panels on the top layers
  
  Your mattresses body impressions only went down to 1 1/4" which is not enough for the manufacturer to consider the mattress defective.
  The reason you were told you will need to wait 60 days is that the manufacturers will not accept any new accept as there has been little to no time for the mattress to develop any new impressions.
  So long as your mattress remains clean you will be able to have another inspection. Looking at your order you can reach out to us again after March 18, 2025, to set up a new inspection.
  There is nothing more that we can do.