Complaints

• Initial Complaint

  03/03/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  02/28/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

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

  

  Business response

  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 response

  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

  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

  02/01/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  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

  01/30/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  01/29/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• 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.

   

  
  

*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. ↩