ComplaintsforR.C. Willey Home Furnishings

• Initial Complaint

  10/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted them via their website on June 5th. They responded via text message and agreed the damage was covered by warranty, and a new couch cushion casing was ordered. Remedy expectation set at 6-8 weeks. On July 15th I contacted them again asking for the status. They said the part was ordered but hadn’t arrived. At 8 weeks, August 14th, 2024 I texted them and called them. Speaking to one of their representatives I was advised the part had been ordered but not received. That was all she said, and all she kept saying over and over again. I advised this representative that at this point, I am concerned about the open rip in the cushion letting in dander, dust, and dust mites, and that if the remedy does not arrive soon, I will need a new cushion with a new casing. The representative repeated only, the part had been ordered but not received. I asked this representative to call whoever the part was ordered from to get an actual ETA. She said yes! I do not believe I got a call back, so on August 18, 2024 I sent a text message indicating that I would beginning the formal complaint process with various regulators, and that they are in danger of breaching the contract. I gave them until that following Monday to respond. Via the text string, they responded Tuesday August 20th, 2024 that no one in the extended warranty team was available and that they would get back to me. They stated their newest repeat phrase “I have requested an ETA from the manuf; I will update you as soon as they respond.” I contacted them via the text string on September 10, 2024 asking for any sort of news about this remedy. They responded a day later with the repeated phrase “I have reached out to our parts department for a current ETA”. This time, however, they tripled the expected remedy expectation to 16-20 weeks!?! On September 23, 2024 via the text string, I advised that I would begin a formal complaint process if I was not in possession of the product by September 30, 2024.

  

  Business response

  10/02/2024

  I apologize for the frustration you have experienced.  After looking into your account, our records show that you did not actually purchase an extended warranty for your sofa and the manufacturer does not have a warranty for the fabric.  Please see the attached copy of your order.  Our extended warranty team is ordering the part you need as a courtesy at this point, but the manufacturer of your love seat is an overseas manufacturer, and it takes time to get parts from those manufacturers.  We do not have any control over how quickly the manufacturers send us shipments.  Our extended warranty is working with our Meridian office to get an update on when the parts are expected to arrive for you, so we encourage your continued patience.  You can always call our extended warranty team at ###-###-#### for updates.

  Customer response

  10/02/2024

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

  This is what I see happening here.  RC Willey is making their parts and manufacturing dysfunctions my problem instead of honoring the relationship between RC Willey and myself.  The stated problem should have been resolved months ago, and I’ll tell you what makes better sense than what’s been occurring.

  My relationship is with RC Willey of Meridian, not your parts department or your manufactures or those who live on the moon.  If you are experiencing problems with your various venders, this is, in fact, your problem.  This means that, when it became apparent that you were in danger of breaching our contract, and make no mistake that your representative’s agreement to cover the damage under warranty is a contract, you should have taken care of me.  This means, you should have found a way to absorb the cost of the loss, and then taken care of your internal problems at your convenience.  The reverse has been happening; you have actively made your parts department and your manufacturer my problem, while also denying me contact information for these various entities so that I could try and gain the stated remedy myself.

  What this looks like, is that when it became apparent that you were going to breach the contract, and thus become fraudulent, you should have issued an immediate refund to me and then sued your various venders to absorb the cost.  This refund would have enabled me to hire a upholsterer to correct the problem before dander, dust, and dust mites invaded the foam part of the cushion.

  I do appreciate the attempt to reframe the issue in a way that makes it appear as though you are doing a favor for me, but let us not lose site of the fact that you made a contract with me, and if you fail to honor it, it is fraud.  Plain and simple.  Besides which, one can very easily view your statements in this regard: because you claim I didn’t purchase the warranty, and because you claim you are doing me a favor, I should just shut up and take whatever I get.  This is not the behavior of an entity I wish to do business with in the future, nor would others for that matter, and very much details exactly what I am describing; a strong-arm approach to fraud, stringing me along until I give up.

  As far as it taking time to resolve, this is understandable.  You have, however, had 4 months to honor the contract you have made with me and you are now in breach of said contract set by your own words; and this isn’t even mentioning the fact that you sold a couch to me and didn’t keep replacement parts handy in the event one of them failed.  This too very much describes exactly what I am talking about; a strong-arm approach to fraud, stringing me along until I give up.

  Yes, your meridian department send me another echo text this morning stating the same thing they always state of recent and no more: “I am trying to obtain the information from the parts manager. I will updated you as soon as I have information; about this part”.  This too very much describes exactly what I am talking about; a strong-arm approach to fraud, stringing me along until I give up.

  I will not give up on this; you sold me a lemon, then made a contract to replace the part under warranty of whatever type you wanted, and now you are in breach of the terms of that contract.  The idea that you choose the incorrect warranty type to process this request is not really something that anyone outside your store can do anything about, and thus the mention of it serves only to put me in my place.  The fact is, you made a contract with me, and are now in breach of that contract. 

  There are now two options to resolve this outside of small claims court.  The first would be simply that your honor your relationship with me, and if you are unable to gain the promised parts that would bring this to a remedy, a full refund is in order…of which you can absorb however you see fit at YOUR convenience.  The second would be to deliver a brand new cushion and casing treated in water/stain shield and have this in my possession, free of charge, by this Friday the 4th.  I feel I have been more than accommodating in this matter, and as I have alluded to before, my patience has run out.  You are now at the end of your stated timeframe of resolve and are therefore in breach of contract.  I mean, I did try repeatedly to resolve this without authority.  I am not exactly sure why you are still resisting.

  I simply desire the promised remedy, or a full refund by this Friday the 4th of October; the latter is about what it will cost to hire an upholster to complete your work for you.  Further, after 4 months of this robotic back and forth from you, I desire extreme expediency on your end to bring this matter to a legally agreeable close.
  
  Sincerely,
  
  ****** ******

  

  Business response

  10/03/2024

  ******,

  Our Extended Warranty department has offered you your desired outcome that you stated on the BBB, and you have refused it. Their latest message to you is that the department manager, John B****** will give you a call. As your desired outcome has been offered and refused and you are actively working with the Extended Warranty department and the department manager, we are unable to assist you further on the BBB. We will advise you to continue working with John and the Extended Warranty department.

  Customer response

  10/04/2024

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

  Please note that what RC Willey offered as remedies did not legally qualify as a remedy, because their solutions sought to further harm the situation instead of building it back up to where it was prior to the defect surfacing.  I have taken concise notes regarding this matter, see below.

  John and I did speak today, and he agreed to an actual legal remedy that was previously denied by RC Willey in favor of their non-remedy remedy.  It is reasonable, legal in terms of meeting the definition of a remedy, and it was accepted; $250.00 in compensation; afterwards all parties are released. 

  However, this complaint should not be closed until the legal remedy has been received and cleared.  Once received and cleared, I will recontact the various government offices I have contacted and close the current complaints. 

  As for RC Willey’s recent response, it seems to damage or misrepresent what actually occurred in favor of their standing within the BBB.  Therefore I have provided concise documentation regarding this matter, as well as the actual transcripts of it.  This company has to be the most like a used car dealership than any I have ever encountered before, and reaching a legal remedy was extremely difficult, if not impossible except through this formal complaint process.

  ---

  Written October 2nd, 2024  BBB:  I have been texting to a less robotic entity today, 10/2/24, which is appreciated.  However, they seem to be offering non-remedies and trying to pass them off as legal remedies.  The conversation seems so confused, on their side, that I thought I would type a little something that could help everyone understand where I am coming from.

  Both:  A remedy that is legal is one that puts the other back where they were before the defect showed up.  These are what I have been offering them as remedies.  For example, I can only use half the couch, and the bad half is getting worse.  The proposed remedy, already on record, is apparently going to be a nonstarter and will probably drag on for months or years with no actual result.  This will enable RC to keep their BBB ratings and record the problem as resolved without actually providing a resolve.
  Therefore, I offered another logical and legal remedy.  Since RC Willey is either unwilling or unable to honor the contract as they wrote it, accounting for the amount of time that has already passed and the disintegration of the cushion, offer a full refund; the total coming close to what I would need to pay to have the couch upholstered. 

  This offered remedy was countered with, why don’t you surrender the couch and pick another?  We are willing to do an exchange.  In my view, this is a non-remedy which does not qualify as a legal remedy.  They want to take from me a loveseat that I’ve had for some years and make me shop at the company store to get another?  To be fair, they did state that once they had the couch, I could request a refund, but then inflation becomes a huge problem and thus affordability. Why not just offer the refund; what use could they have of a used couch while also legally harming me with non-remedy remedies?

  I countered with another logical and legal remedy.  Why don’t you issue a half refund of the purchase price, which would enable me to hire a professional seamstress to apply the fix?  This would solve all the problems and sidestep whatever internal dysfunctions they have with their various departments.  I explained that I have the full size complimentary couch of the same species, and I don’t want to mismatch my furniture or be without a loveseat for some time.

  This offer was countered with, give me the account number which the other couch was purchased under so that we can take both of your couches and offer the same non-remedy remedy.  I refused to give any information regarding the other couch because it is owned by another and frankly is not relevant to them other than my concerns about their non-remedy.  I instead sent a photo with both couches in frame, to prove that they are identical other than one being a loveseat and another being a full couch. 

  This was met with more probing, instead of problem solving, and came with what I viewed as an attempt to control the narrative for a better BBB resolve rating.  Instead of actually fixing the problem and honoring the contract, it seemed clear to me they were attempting to offer non-remedies to sidestep the actual problem and present their case to the BBB that they tried, that it is I who is being unreasonable.  This took the form of them accusing me of being upset, and misrepresenting my words to the effect that I was becoming unstable and that it is I who refused to cooperate.  (Indeed, this is exactly what happened in their most recent response). In specifics, during our texts, they misrepresented legal harm and turned it into what can be viewed as a patronizing statement:  “No one is harming you or your household, and no one is shifting burden to you”.  

  Shifting burden: this can be defined where a company who made a contract offers remedies that only serve to further inflict legal harm onto the other by way of making it so difficult that either nothing gets resolved or the burden of doing so is largely placed upon the other.  For example, suggesting that I give up one or both of my couches and pay more, with inflation, for inferior products inside or outside of their company store, places the majority of the burden directly on my shoulders.  This generally takes the form of an overly complicated non-remedy with the purpose of swindling or defeating into submission the individual who made the claims. In effect, this is a non-win win.  This follows the same pattern as before: a strong-arm approach to fraud, stringing me along until I either give up, or accept a non-remedy that would actually further legally harm me and my household.  Who would gain from this?  Not me or my household even in the slightest.

  What I actually tried to do is present this argument:  A legal remedy puts the other in a situation the same or similar to that which he was prior to the defect.  Anything that strays from this is no longer considered a legal remedy.  Further, all of their non-remedies actually harm me and my household by reducing our situation instead of rebuilding it.  For example, these couches were purchased at a time when inflation was not as high.  Their non-remedy seeks to give me the old rate to try and compete with the new, ever expanding inflationary rates, which is not possible.  This results in further harm to me and my household when the goal is to set me back to where I was before the defect appeared.  This is a pretty logical set of statements that are easily understood, and my proposed remedies are not only the more reasonable but also the more logical.  It would preserve the relationship between me and RC Willey, but also sidestep their internal problems to make them non-problems…at least as far as I am concerned.

  At this point, I feel that the representative from RC Willey is not representing themselves professionally, and is in fact using psychological warfare to try and make the entire claim a non-claim for the purpose of maintaining their BBB rating.  It really is the only other conclusion when what I am getting back from them in terms of remedies is all stuff that would further harm me and my household. If they can bamboozle me, all the better, because then they would not be required to honor anything and still preserve their BBB rating.  Which I am gathering is the actual goal to all this.

  In no world is having to lose one or both couches, with or without inflation in mind, or having to wait an undefined amount of time for this to resolve even though the contract has already been breached, reasonable in any way, shape, or form. 

  I am not hopeful that RC Willey is putting forth effort that would qualify as such, and is instead following the same patterns as before; a strong-arm approach to fraud, stringing me along until I either give up, or accept a non-remedy that would actually further legally harm me and my household. 

  This feels very much like RC Willey is not only wasting my time, but also that of the BBB, FTC, and the Idaho Attorney Generals office. I was under the impression that behaving this way toward federal or state government entities is illegal, so I am not sure why it appears okay for them to continue doing it.

  ---

  Written October 4th:  Now that the office manager John and I have come to an actual legal remedy, I accept their offer of $250.00 in compensation which will enable me to hire a seamstress to correct the problem.  It has been agreed that after the check has been received and has cleared the financial institutions, all parties will be released. The remedy was the result of a phone conversation between John the office manager and myself, October 4th 2024 at approximately 12:50 pm, and lasting about 19 minutes.

  This complaint should NOT be closed until the check has been received and has been pushed through the ACH of the financial world to ensure its authenticity.  After this has occurred, I will contact the BBB and release RC Willey from this complaint.  I am, however, in no way satisfied with how difficult this process has been, and how demeaning. 
  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  While under warranty we experienced product failure/manufacturer defect. A guest, while sitting in our Glenwood SW Chair/A16-132GR, abruptly fell to the ground. It was determined by an RC Willey tech that the bolt holding the top piece of the chair to the bottom frame broke. The preceding as documented on 8/17/2022 under RC Willey service order #********. Upon the tech’s visit and review of our RC Willey products, the tech noted in addition to the chair defect, the strut reinforcements on the Glenwood Table Top were drastically evident from that of new. Additionally, that the fabric on the cushions, for both sales orders, showed vague spots throughout. As documented under the service order, it has been two years since our guest fell and an RC Willey tech visited our home informing us of a defective chair and premature wearing of our purchase in its entirety. My wife and I have tried to resolve this matter with RC Willey directly for 2 years, to no avail. We were told at the time of the tech's visit that RC Willey would be contacting us to rectify the situation. No one called. My wife and I have followed up at the store and corporate level on numerous occasions since 8/17/22. As of April, 2024, my wife was able to make contact with a rep in RC Willey’s Customer Service Department. The resolution provided was 4 new chairs, entirely different from those that were purchased, incompatible with our set. My wife expressed that we were not agreeable to this resolution. Rather we thought an entirely new set of furniture or full refund was more appropriate given the events and timeframe. When my wife asked to speak with the reps superior, she refused. My wife advised we would be going to the BBB for further assistance. At such time the rep advised she could no longer talk to my wife and hung up. After much deliberation since April; taking into account a failed warranty system, substandard products, and complete disregard by RC Willey, we have decided to make this claim.

  

  Business response

  09/16/2024

  I apologize for the inconvenience you have experienced.  Our records do not have any recent notes on your service.  We show that there is only one service order on your account and that it was invoiced over a year ago.  You will have to call our California customer service at 916-770-2750 to arrange a new service appointment so one of our technicians can go out and get updated notes on the issue and to see what they can do.  We are unable to authorize anything without an updated service and that would depend on what the manufacturer has to say after the report is submitted to them.

  Customer response

  09/16/2024

  
  Complaint: 22281692

  Though I appreciate the reply, we have already exhausted the avenue in which you are requesting we pursue. Note the admission of fault via the customer service representative (name available upon request) and proposal of 4 new entirely different chairs from the 'set' we purchased. What is the service order which you have referenced and was is resolved? In our history as RC Willey consumers, we have only ever filed one service order, which was for the issue which is the subject of this complaint, Service Order #********. You are correct that this is over a year old, through no fault of our own, as we have been trying to resolve it via phone calls, emails (available for review), etc., since 8/17/2022, which is when the technician initially visited our home. I do not believe that we should have to reschedule and accommodate a service appointment due to RC Willey's negligence. We have fulfilled our obligations under the warranty and we ask that RC Willey do the same. Please refer back to Service Order #******** for RC Willey's technician photos and notes relative to this complaint and process accordingly. The broken chair has been disposed of following 2 years sitting in our backyard awaiting RC Willey's performance. Again, the defect was properly documented and photographed on Service Order #********. Again, Sales Orders are #******** * ********, the technicians visit under Service Order #******** resulted in revelations by the technician on both sales orders, again, please review photographs and comments on the service order. We are requesting a full return/refund or exchange of both Sales Orders. 

  

  Business response

  09/17/2024

  A return may have been an option two years ago, per approval from the manufacturer, but any sort of manufacturer approved credit would have long been expired.  Regular follow up with the service department is always recommended if you don't hear anything.  You have admitted to getting rid of the broken chairs.  There is nothing more we can do for you.  When a manufacturer approves a return, they require the broken product to be returned to them for inspection of the failure so they can make improvements.  By throwing away the chairs, you have voided the warranty and we cannot do anything else for you.  Again, if the manufacturer was able to authorize a return, they would require that product back.  We cannot provide any sort of credit or exchange for product you have gotten rid of.  

• Initial Complaint

  09/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a dresser and two nightstands from RC Willey in late 2023. I paid for white glove delivery. Upon delivery I noticed that the drawers didn't close all the way. I was told that the drawers needed to "settle". After several months, I went to the store and filed a complaint. I was given a Service Order on June 10, 2024 at 1:09 p.m. The clerk gave me the service order, (see attached), and said, " if I were you, I would call them, because sometimes they are slow or don't follow up". I called and set up an appointment for a service person to come out on 7/5/2024. I was told I would receive a text from them the evening before to inform me of the time frame they would be coming out. I did not receive a text. So I canceled my plans to wait for the person to come to my home. A gentleman showed up and looked at the furniture. He stated that the drawer slides were damaged. They told me they has to order parts. I waited a month and hadn't heard back from anyone, so I called the number and was told they had to order parts. I waited for them to contact me when the parts came in. No call, so once again, I had to initiate a follow up call. They said the parts hadn't come in. Two days passed and I received a call that the parts were in. We set an appointment for service for September 10th. Again I was told I would get a text the night before. No text was received. Again, I had to initiate a call to find out what time they were coming. I called the store to speak to a manager. I was told I couldn't speak to a manager. They put me on hold and transferred me to the service department. All of these calls that I made to resolve this ended up being 20-30 minutes hold time. I am asking for a management personnel to call me so that I can tell them about my experience. I only want them to know what their customers are experiencing. It's as simple as that. I will not be shopping there anymore. I was a great customer. I'm hoping they respond.

  

  Business response

  09/11/2024

  I apologize for the inconvenience you have experienced with trying to get your service completed.  We do see that you have been in contact with our California customer service trying to get this resolved. I apologize for the long wait time on your parts.  We do show that your service has been completed and that your parts have been replaced.  Please call our California customer service at 916-770-2750 if you need any other assistance.

  

  Business response

  09/11/2024

  We are showing the issue is resolved and we can only ask that management at certain locations call customers, but we cannot demand that they do. If you want to talk to a manager, you will need to call and wait for one to be available.  You can reach our California customer service and service departments at 916-770-2750.  We have also passed your request along to the management to reach out, but cannot guarantee that they will.

  Customer response

  09/11/2024

   
  Complaint: 22266672
  
  I am rejecting this response because:  RC Willey is obviously not committed to customer service, nor do they want to know how their customer service team is handling clients' issues.  I am merely asking for a reach out from someone who leads their team, so that they can avoid future issues with other clients.  I am not going to reach out to the department that didn't do their job... didn't communicate in a timely manner, didn't do what they said they would and didn't answer their phones for up to 30 minutes. 

  I reject the response and am sorry they put the onus back onto the customer.
  
  Sincerely,
  
  Christine Versichele

• Initial Complaint

  09/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  TWO RC Willey’s staff members in Meridian, Idaho confirmed our Delivery date of our New Washer and Dryer as today, Thursday, September 5, 2024. We were told we would receive a call with the exact time of the delivery the night before delivery on 9/5. They said if we did not receive a call to please call them back. We called them and no one new anything. We have waited three weeks and never left the home all fay today, excited to get our new washer and dryer. We have been on the phone with RC Willey and they managers all day. Now, they day we do not know when the washer and Dryer will be delivered. Maybe next week? They said they cannot guarantee next week for delivery as they have other customers orders. Why should we be put off because of their screw up! “But we cannot promise you we can fit them on our truck. SIGNED A LONG TIME LOYAL RC Wilkeys customer. Date of experience: September 05, 2024

  

  Business response

  09/06/2024

  Hi Brad!  I apologize for the inconvenience and frustration you have experienced with your washer and dryer order. Unfortunately, it looks like we had a system error and your order was not added to our delivery system. I apologize for the frustration that has caused you. Our records do show that you received a credit from our Meridian store for the issue. Please also give them a call at 208-288-4100 to reschedule your delivery.

  We have posted this response to all of the reviews you have left on multiple review sites, including the ones with different names.  Review bombing is not going to change how we interact with you or expedite the process of getting your order to you.  You will need to reach out to our Meridian store at the provided number for assistance with that.

   

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase a sofa and love seat with fabric protection for both on 2/21/22 during that time I never received any paperwork or info on how the protection works. after 15 months the cushion on the sofa starting to fall apart and a lot of hanging string. Rc Willey came out In April 2024 took picture and I was told they will order two more covers for the sofa and was told it will take 8 weeks and that was back in May/9 2024 now I am told again that it will be 8 weeks so did they submit a claim or just giving me the run arounds. I have called several times and was told someone will call me back but it never happen but will receive a text days later well I work in the field I never stated I want to receive text message rom a company, never leave a name or a call back number. I HAVE WAITED LONG ENOUGH I NEED ANSWER OR COME PICK THIS SOA UP ASAP

  

  Business response

  08/26/2024

  Hi *******!  I apologize for the inconvenience and frustration you have experienced.  The manufacturer's warranty as well as our extended warranties are for repairs, not replacement.  The parts are on order and per the notes in your service ticket, they are expected toward the end of September.  The couch is still usable as our technician did not identify any structural issues, so you will need to wait for the parts.  We will call you when the parts are in and schedule a technician out to finish the service once they are in.  Please call our Las Vegas customer service at ************ if you want updates on your service order.  The following link also provides information of what our warranties covers and what is not covered: *******************************************************************************************

  Customer response

  08/26/2024

   
  Complaint: 22186798
  
  I am rejecting this response because: As of today the sofa is getting worst and the arm of the sofa was never mention when the tech came out he didn't add it so now I am adding the arm of the sofa will not clean and you can feel the wooden part of the arm rest meaning the fabric is thinning.   How many more 8 weeks I have to wait for. I asked for a manager to call me not a response, so he can send a different tech out to get a better look at this cheap poorly made sofa that have so many bad reviews.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Aug. 6th my refrigerator stopped working. We called rc willey because we had purchased the extended warranty. They said we would receive a call to schedule an appointment and we did. 6 days later a ******* showed up and tried to fix the fridge. He said it might work for awhile but he needed to order a part. This could take a couple of days. While he was at my house I received a call from another repairman who said he was on his way. I only knew about one appointment. Rc willey approved the part to this other repairman who never came to my house. I waited and heard nothing about when ****** would be fixed. I called and left messages no call back. I called rc willey they called the company and fixed that problem. I still did not have a time for my repair to be completed. I called a couple of days ago and they said Wed the 21st the part would arrive and be fixed by the 22nd. Nothing happened. I called all valley appliance and again they didnt return my call. I called rc willey and found out the part would not be in until the28th and fixed on the 29th. I have been without a fridge since the sixth of Aug. I find this unacceptable when parts are available online and can be shipped overnight. I had to throw away over ****** dollars worth of food. I want my fridge fixed now.

  

  Business response

  08/26/2024

  ******,
  We apologize for the inconvenience with your broken refrigerator.
  It is the 3rd party manufacturer certified service technicians that are ordering the parts from the manufacturer and doing the work for you.
  They have to get them from the manufacturer, so that is going to take some time.
  Your extended warranty is for repair not replacement. If you have questions about the warranty, please call them at ************, their hours are10am - 6pm M-sat.
  Consumer Protection Plan (rcwilley.com)

  The following link will provide you with information of what our warranties are for and what they cover.
  ***************************************************************************************

   

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We went to RC willey to purchase appliances for our new build. We went in February for the President's day sale! We bought 6 appliances and a bed and mattress. The appliances were all supposed to have a rebate if purchased from the same brand. We got 4 whirlpool and 2 *** We were not given an end date for the rebate. They knew we were building a home and had no idea when we would be getting to put them in. We had them in their storage for 4 months. The rebate offer apparently closed before we even had them in our possession. We were only told we needed the serial numbers in order to submit the rebate claim. This is very poor business to offer a rebate even though we would not have them in our possession. The claims department is not willing to offer us the rebate at all. Even though they knew it would close and we did not know that. RC willey should stop making rebates like this. If you offer money back just give it to us!!! Why this big run around. We spent lots of money there and this is the way they treat customers!!!

  

  Business response

  08/23/2024

  I apologize for the inconvenience and frustration you have experienced.  The terms and conditions of our President's Day rebates, which can be found here: *****************************************************************************, clearly state on Line 12 that all claims to the rebate must be submitted within 90 days of the date of purchase, but no later than May 27th, 2024 by 11:59 pm EST.  I apologize, but you did not complete the requirements within the terms and conditions, so there is nothing that we can do.

  Customer response

  08/26/2024

   
  Complaint: 22185643
  
  I am rejecting this response because: I have an email stating there would be an exception made. We did nit have access to the serial numbers which we need to file a claim and we were not told if the deadline.  You don't see the deadline till you submit a claim. I would think a business as nig as RC willey could make an exception given the circumstances! We spent lots of money there and still hoped to get furniture there but this is very bad customer service. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a recliner sofa and warranty in January 2024 and is no longer working. *** tried calling the store multiple times and I cant get through to someone today I called and requested to speak to the store manager and I was hanged up on with no solution to my problem. They sold me a sofa that stopped working in 6 months and they also sold me a separate insurance warranty that is not being honored for repairs by refusing to speak to me.

  

  Business response

  07/18/2024

  I apologize for the inconvenience you have experienced.  Our records show that our Reno store has a service ticket open for you, but you need to call them at ************ to schedule the service.  They tried reaching out to you yesterday as well, but per their notes, they were not able to get a hold of you or leave you a message because your mailbox is full.  Our Reno store is trying to assist you with this issue, but they need you to work with them so they can get a technician out to assess what is needed to fix your couch.

• Initial Complaint

  07/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I hate having to write this review after being a lifelong customer, but ********************** and its culture have changed. They no longer care about their customers, and my latest experience is horrific. I purchased a new washer and dryer, but it arrived dented. They promised to replace it. Two weeks later, I received 5 delivery confirmations and even a text letting me know the truck had left the warehouse. Three hours after the latest arrival time, I called the store and was told that my replacement washer was not loaded, and the customer service did not seem to care about the inconvenience caused. I requested that the manager reach out to me, but I received no call. Upon calling again, I was informed it was on back order, yet no one called to schedule a new delivery. After multiple futile calls, I unexpectedly received a call from my salesperson saying it would be delivered the next day.When the delivery truck arrived, they asked me to inspect the washer before they unloaded it. To my dismay, the new washer had an even larger dent. Despite acknowledging the damage, the delivery people loaded it onto the truck anyway and assured me they would arrange for a replacement. Three more weeks passed without any communication. When I called the store again and spoke to a salesperson in the appliance department, I was informed that the delivery personnel had marked my order as complete. I requested to speak with a manager, ****, and provided all my information, expecting his call. However, it has been another 4 days without any response. At this point, I am left with no choice but to file a consumer complaint. My years of loyalty mean nothing to this company anymore. Beware!

  

  Business response

  07/12/2024

  I apologize for the inconvenience you have experienced with your order.  We have passed this information along to our Meridian store management and asked them to reach out to you with a resolution to get you taken care of.  Please know that you can also call them at ************ for assistance as well.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I opened an RC WILLEY account in March 2024. The email used was *************************** I was told that RC WILLEY would merge it with my good email address of ******************* This hasn't happened. Because of this I do not get notified about my bill and incure late fees. I want my account merged with the email I use so I can access the account and get proper notifications

  

  Business response

  07/02/2024

  Thank you for reaching out to us. We cannot do that operation and change here, to change your account email address you will need to contact either our **************** at ************, or our Web Support at ************ Option 1 or you can head into any of our RC Willey Store locations and our **************** there can also assist.

*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. ↩