Business Profile

Furniture Stores

R.C. Willey Home Furnishings

Headquarters

Complaints

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

Customer Complaints Summary

174 total complaints in the last 3 years.
54 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:02/02/2023
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.
We purchased a chair and sofa on 6/14/22. The chair back (seam) came apart. My initial contact requesting a resolution with RC Willey via email was 11/9/22. 11/14/11 I sent pictures of the chair per instructions. 11/16/22 I sendt and email asking the status of the request. 11/21/22 I received email from RC Willey with a telephone # to call. From 11/22 to 12/8 I called the number I was twice and left message. 12/8/22 I sent an email to RC Willey stating I had received no response to message left on the # provided. 12/12/22 I sent an email to RC Willey stating I had received no response to message left on # provided. 12/?/22 received a phone call from someone giving me the correct number to call. On or about 12/16 received a call from DJ Furniture to schedule appointment. I told him I was retired so any day would work. He stated he had some customers that had needed specific times and asked if he could call after Christmas to schedule. I said no problem. 1/12/23 called RC Willey was told DJ Furniture was calling customers the following day to schedule. 1/31/23 I called RC Willey was told DJ Furniture would be calling 2/1/23 to schedule. Called RC Willey 2/2/23 and asked for a replacement and was told "unfortunately" no replacement, this is the process. I've been ignored and misinformed for 4 months. I would like a refund, replacement or given a reasonable time frame of when the chair will be repaired (which at this point I don't even know if that is possible)!
Business Response
Date: 02/03/2023
We have reached out to the **** location to receive more information on what is going on and what the options for resolution are. We will reach out with more information soon.
Initial Complaint
Date:01/25/2023
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 bought a couch back in 2017 and got the extended warranty a spring broke in the summer of 2022 and I had a repairman come out to take a look he said parts had to be ordered it would ***********-8 weeks for it never got a call back so I called them myself and they scheduled an appointment for it to be repaired. Well no one came I waited all day so I called RC Willey back they said that they hired an outside contractor to fix the couch and never told me . *** called the contractor several times keep getting the runaround saying that they dont have the orders etc this has been going on since august and now they are saying they will only fix the spring as a courtesy and that my couch is too old to be replaced. Its been almost 6months and Im tired of it . I just want a new couch
Business Response
Date: 01/25/2023
Unfortunately we cannot issue a return on the Couch for this Service, The Warranty you had only covers repairs not replacements and does not cover the damage being reported except for for the Spring which is being covered under warranty, We apologize for the inconvenience this has caused you but we cannot issue a refund at this time, We have had our **************** reps leave a message with the ************** we are using to call you to schedule the repair of the spring in your couch.
Initial Complaint
Date:01/19/2023
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 went through the RC Willey in ****** or our story and it is the worst installation we have ever seen. We thought to the nail to have RC Willey fix their work and they have sent the company back three or four times and it is still the worst job weve ever seen. I dont think we should have to care for any of it. My husband and I are nice enough to have let it go but we continue to have friends and family make comments on what a bad job elation was and how that just isnt right which makes me want to reach back out to have something to be done so that people dont get into this mess in the future , I just want people to know that RC Willey contracted the absolute worst company to do our flooring and theyre so bad that they cant even fix their mistakes and now we are left in thousands of dollars for a job. You cant wait to have redone by another company. In complaining about this before RC Willey offered me $500 which is a joke for the thousands of dollars we are having to pay for a job that is still visibly very bad. at the very least RC Willey as a reputable company should hire a reputable contractor to install the floors we are so unhappy. We will never do anything with RC Willey again and we will make it Siri known as we already have to anyone we come in contact with to never go through RC Willey for flooring.
Business Response
Date: 01/19/2023
We are sorry for the problems you had with your flooring.
I have looked at your account and see that you were given a keep as is allowance for $500 on 12-16-2021.

Customer Answer
Date: 01/19/2023

Complaint: 18840612

I am rejecting this response because: $500 is not enough for the terrible job that I have to look at everyday in my house. I just need people to know that RC Willey Is a really bad choice for flooring.

Sincerely,

**************************
Business Response
Date: 01/20/2023
You were the one that accepted the $500. When you did that, it closed the issue.

Customer Answer
Date: 01/24/2023

Complaint: 18840612

I am rejecting this response because: I already addressed in my complaint $500 means nothing when we are left with the worst flooring job ever to look at and still pay for. All I want is for other customers to know that RC Willey is a terrible place to go through for floors and the RC Willey wants to play better completely pay for our floors or redo the entire job and I doubt theyll do either..

Sincerely,

**************************
Business Response
Date: 01/24/2023
We understand the frustation but at this time we cannot authorize a full refund due to you having accepted to keep the flooring As-is with an allowance any further resolution you want to see, you will have to call **************** Store location and discuss with their management any and all possible options they have but unfortunately i cannot authorize a full refund for this issue.
Initial Complaint
Date:01/09/2023
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 bought a ** refrigerator in October 2022. We have had nothing but problems. RC Willey will do nothing to help us. We have had the recommended appliance repair place out three times to fix the refrigerator. It started out with the craft ice not working and door ice not working. Now the whole refrigerator is not working. I have had food spoil. The freezer is not freezing items, the fridge is warm and there is no ice being made. We spent $4000 on this refrigerator. ** is not helping with this and is not caring. I want a full refund of this refrigerator. I do not have a working refrigerator right now. This is really unfair and unethical of RC Willey. I will never buy from RC Willey again and will recommend this place to no one.
Business Response
Date: 01/10/2023
Thank you for reaching out to us here in regard to your issue. Ive looked over your account and reviewed all the info i can see, with this Refrigerator unfortunately we cannot issue a refund at this time as refunds can only be authorized by the Manufacturer of the Product, So you will need to keep working with ** on this issue in Order to get the item repaired or replaced, what i have done is forward this info over to **************** Store Location where you initially bought it to see if they can send out a Temporary Fridge you can use in the meantime while you work with ** on these issues
Customer Answer
Date: 01/10/2023

Complaint: 18711390

I am rejecting this response because:
This is absolutely unacceptable.

Sincerely,

***********************
Initial Complaint
Date:12/30/2022
Type:Customer Service Issues
Status:
ResolvedMore 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.
11/10/2022-R C Willey picked up my couch for repair.
12/15/2022-received text my repaired couch was being delivered in 10 minutes. No delivery or call was received.
12/15/2022-called customer service and left call back number. No call received.
12/15/2022, 12/16/2022, 12/17/2022-emailed customer service via website. No response received.
12/19/2022-drove to store and talked to customer service. Was told I needed to talk to repair department and that customer service was sending an email to repair department including 2 supervisors. No contact has been made.
12/29/2022-waited on hold for 20 minutes with no one picking up. Called main number and was told only customer service could help me and was transferred back to wait on hold.
I just want my couch back and no one will tell me how I can get it back.
Business Response
Date: 01/02/2023
I am sorry for the problems with your repair.
As far as I can see your item is still being repaired.
I have forwarded this to the general and store manager to address the issue.

Customer Answer
Date: 01/05/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The couch was delivered today. Thank you for your assistance.

Sincerely,

***** ******
Initial Complaint
Date:12/29/2022
Type:Service or Repair Issues
Status:
ResolvedMore 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.
On February 7, 2022, my wife and I purchased Dynasty 6 piece sectional sofa recliner set in leather with bluetooth sound for $4610.62. When it arrived on April 19, 2022 the right side recliner did not work. The store was notified and an expert reviewed the complained and declared the unit faulty. Several days later I was contacted by the salesperson. She offered to credit $500 if we kept the faulty recliner I declined. On May 10, 2022, the replacement recliner was delivered. In November of 2022 my wife noticed peeling of the leather color on several pieces, one of which has never been sat on. We contacted customer service. They send another expert . On December 13, 2022 the expert took pictures, said "umm" a few times and left. On December 15, 2022 my wife received a call that RC Willey would not cover any cost for repair or replacement; it was normal wear. We could however have the expert repair at our cost of $650. REALLY! It should be noted that we have no children living in the home nor any pets. They further said it was caused by body oil and or the shampoo I used. Again, REALLY!! I am closer to 80 than 70 and my wife is in her early 60s. We dont throw wild parties or jump around on our furnishings. I contacted a number of reputable businesses that deal with leather products and posed the following question; "why is the color coming off my leather couch?" The reponse "If this is happening to put it simply; poor quality leather. If your leather sofa is peeling you do not have genuine leather made from animal hides. You have bonded leather an inferior product." *************** told us that a manager would contact us. No contact to date has been made. On December 18, 2022 I penned a customer review on Trustpilot reviews. I got a boiler plate response that they were sorry and the concern would be forwarded to the manager of customer services. No reponse from customer service were received. It should be noted the furniture is less than 6 months.
Business Response
Date: 12/30/2022
Below is the service technicians report on the inspection done in December as well as a follow up from our ******************* If there is anything that you are disputing in the report, please clarify why:

ARMLESS CHAIR HAS DISCOLORATION
8460868 **** & **** FURNITURE RE 1 1 0 0.00
12/13: **** SECTIONAL, CUST SHOWED ME THAT ON THE ***
RECLINER THERE IS A TINY SPECK OF MISSING COLOR, SMALLER
THAN THE *** OF A NEEDLE AND THIS AREA COULD BE COLORED TO
REPAIR, ON THE ***** OF THE CONSOLE THERE IS SOME COLOR
MISSING AT ***** TOP CORNER WHERE HAND MIGHT REST, COULD
CLEAN AND DYE TO REPAIR AS WELL, ARMLESS POWER RECLINER HAS
COLOR LOSS IN HEADREST AREA THAT WOULD BE FROM HAIR/BODY OIL
8460868 **** & **** FURNITURE RE 1 1 0 0.00
AND TO REPAIR THIS ISSUE WE COULD NEED TO ORDER AND REPLACE
THE INSIDE/OUTSIDE BACK BUT THIS IS NOT COVERED BY ANY
WARRANTY, THE *** RECLINER SEAT IS SAGGING, WAVY LEATHER AND
THE LEATHER IN THE TOP OF THE SEAT IS ABOUT TO CREASE, TO
CUST IS UNHAPPY EITH QUALITY PARTS TO REPAIR ISSUE. PARTS
NEEDED: ORDER LAF RECLINER SEAT CUSHION COVER/CHAISE PAD
COVER WITH FOAM INSTALLED AND ARMLESS POWER RECLINER WITH
8460868 **** & **** FURNITURE RE 1 1 0 0.00
POWER HEADREST COMPLETE INSIDE/OUTSIDE BACK PANEL AND LOOSE
FILL FOR 2 BACKS
TECH:**** CAUSE:USE STATUS:PARTS NEEDED
8016305 Miscellaneous Informatio 1 1 0 0.00
LABOR COST WOULD BE $350.00
8016305 Miscellaneous Informatio 1 1 0 0.00
CALLED CUSTOMER LET THEM KNOW THAT THERE IS 350 PLUS FOR
LABOR NOT INCLUDING PARTS CUST GOT UPSET AND ASKED TO SPEAK
WITH A MANAGER
Customer Answer
Date: 12/30/2022

Complaint: 18659736

I am rejecting this response because: The sectional was less than 6 months old, It's an inferior product nd should be repaired by the seller.

Sincerely,

***************************
Business Response
Date: 01/11/2023
Per out last request that was sent with the technician notes if there is anything that you are disputing in the report, please clarify why. The manufacturer certified technician has deemed that the issues are due to customer use/ normal wear and tear and not due to a manufacturer defect.
Customer Answer
Date: 01/11/2023

Better Business Bureau:

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

Sincerely,

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

I just received a call from RC ***** and they will fully credit the purchase and we can pick out a new sectional sofa up to the total purchase price. They will deliver and take the old sofa at no additional cost, If that is fulfilled, we are satisfied.
Initial Complaint
Date:12/12/2022
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 Tempurpedic mattress from RC Willey last month. It was nearly 5,000 for the bed and adjustable frame, which was more than I had ever spent on a bed. I mentioned to the sales rep that I wasn't comfortable spending that much and what if I didn't like it. He informed me that I had to keep it for 30 days to get used to it, but after that and before 100 days, I could return it.

There was no mention of the fact that I could NOT return it and get my money back. They are refusing to accept my mattress as a return. Even though it is still in the mattress protector and in pristine condition. They will only allow me to exchange the item, or at best they have mentioned the possibility of store credit.

I would never have purchased the bed had I known I had no real option to return the item if it didn't work for me.
Business Response
Date: 12/12/2022
Our company's policy on the comfort exchange, is just that, an exchange. There is no refund.
If you read the paperwork on your purchase, you will see it is clearly stated it is an exchange.
If someone is offering you store credit to purchase anything in the store, they are being very generous.

Here is the exact policy:
"100-Day Mattress Comfort Guarantee
Advanced sleep research has shown it may take several weeks for our bodies to adjust to the proper support of a new mattress. If, after a minimum of 30 nights, you are unable to comfortably adjust to the support of your new mattress, RC Willey will give you up to 100 days from your original date of delivery to make a one-time reselection. If the reselected mattress is of greater value than your original purchase you will be charged the difference."
Customer Answer
Date: 12/12/2022

Complaint: ********

I am rejecting this response because:
Pointing to a clause in the Terms and Conditions is all well and good, but when I spoke to your sales representative I point blank asked "If I do not like it, can I return it?"
Probably recognizing that this was a deal breaker for me his response was "Yes, we ask that you try it out for 30 days, but if you don't like it you can bring it back after that. We just ask that you return it in the condition you received it." Absolutely no reference to an "exchange" was made at that time.
It was based on this point alone that we were willing to make the purchase, as my wife was very leery of spending that much on a mattress. His assurance is the only reason that we went through with the purchase.
Later in the conversation, after we had already decided to purchase the mattress. He said "also, if you don't necessarily like THIS mattress you can exchange it for one of our other models." That was said separately as though it was an additional option, rather than the only option that would be made available to us.
You cannot tell a customer directly one thing, and then expect them to scrub through every line of purchase agreements looking for contradictions to what they were told.
The representative may have conflated "return" with "exchange," but I was very clear when I asked if I could "Return" the mattress. My intent was clear that if I didn't like the bed, I would want to give it back and walk away. I was assured that that was possible.

Sincerely,

***** *******
Initial Complaint
Date:11/23/2022
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 have experienced issues attempting to make payments to RCWILLEY store . It tells me that I have had "too many" returned payments (from my debit card/checking account). This is absolutely incorrect! I did have an issue with fraudulent charges on my bank a few months ago, which caused my bank to temporarily freeze my account for a few days. Not knowing this happened, my regular RCWILLEY payment was scheduled, and returned during this time. After speaking with my bank and resolving the issue, I logged on to my RCWILLEY account and made another payment to my account. Ever since then, RCWILLEY payment system gives me trouble and doesn't allow me to make payments from my checking account, I get that error about returned payments. Making payments through a checking account using a r#
and a# is free on their site. Using a card makes you pay a 2.30% convenience fee. Their system wants me to use a card and pay the fee each time. I have changed my bank account information, and tried to make a payment that way and it still won't allow me to. Causes me to get assessed late fees because they refuse to accept my payments. Today I finally got fed up and tried to pay off the account balance in full in the amount of $1415.63 just to be done with RCWILLEY and their system is making me pay a 2.30% convenience fee. That is a $33 fee just to make my payment. The

System tells me that in order for me to not have to pay a fee, I have to use my checking account,or I have to go into their store in person to make the payment. I shouldn't have to drive 40 minutes each direction just to make a payment. This is absolutely shady business practices. This is what this company does to get money out of people. My payment is due on 11/25/2022, and now I am going to be assessed more interest because they won't take my payment. I have written several emails about the issues, and no one in this company cares enough to
respond. No one has contacted me in attempts to help resolve this matter.
Business Response
Date: 11/25/2022
According to company policy, whenever a payment from a checking account is returned, the customer can no longer make payments in this fashion, for security reasons.
We are not doubting this was a situation not of your doing, but to protect ourselves we turn this off for security reasons. You can go into one of our stores and talk to someone in the financial department and see if they would be willing to make an exception, and turn on your automatic payments again.

Customer Answer
Date: 11/28/2022

Complaint: ********

I am rejecting this response because:being someone that has a disability, I cannot just "go to" one of your stores. I am pretty certain that it is against the law for you to pick and choose, who can and cannot make payments online. In the meantime, your business "not allowing" payments to be made via free method online, is causing me incurred intrest charges. I just paid my account of in full, and absolutely do not plan to ever use your shady, unfair and deceptive business. You should be ashamed of yourselves! Charging a 2.30% fee from the total of your payment, for someone to be able to make a payment. It's funny that you say that you are protecting anyone, when my debit card that is attached to the same checking account you refuse to accept, went through just fine after I pay your 2.30% "convenience fee".

Sincerely,

***** ******
Initial Complaint
Date:11/02/2022
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 was signed up for a 'no interest for 12 months' plan when purchasing items for my new home last year. I originally financed $3318.28 for items needed for my move-in. I was unable to completely pay the balance off in 12 months,but instead of explaining what would happen at the 12 month mark, I get to find out I'm charged over $530 in back-billed interest for the 12 months. I tried to take care of the remaining balance today with the billing department at their Layton, UT location in which their billing manager instructed me to contact corporate billing as they could get the interest credited to my account easily. Well, that is not what happened. I was told that if I had contacted them sooner they could have helped,but now they can't. In August I was harassed by their billing department to pay over $700 or I would be reported to the credit bureaus. I am a responsible person and pay my bills on time. I have now paid RC Willey $3771.80 well above the 0% interest plan I had signed up for, and they have been dishonest in their communication with me. This is unfair business practice and I will not be taking my business there if this is not resolved. I have paid 453.52 over the agreed amount and sales tax, and I was also informed today that the $80 rebate I was supposed to get had expired as well. I should not have been ripped off like this and RC Willey could have made this right and didn't. I'm not happy with how shady they have been and treated me. This whole situation is unfair and I hope this doesn't happen to other people.
Business Response
Date: 11/03/2022
We have reviewed your account and see that you did have a 12 month no interest that needed to be paid by 8-13-22. Our policy is very clear, in the entire balance has to be paid within the time frame or you will be charged interest for the entire term of the purchase.
You received this information when you applied for credit, and it is also listed on our website.
Customer Answer
Date: 11/04/2022

Complaint: ********

I am rejecting this response because:

I disagree that your policy is 'very clear'. If it had been I would have taken care of the balance prior to the expiration date of the 12 months. I understood the interest would increase,but was not aware that interest for the 12 months would be tacked on if it wasn't paid in full. This is a predatory tactic and unfair. I was also told by your billing department manager at the Layton location that corporate billing would be willing to work with me and wave the fees,but that was not the case. Educating your customers when they sign up for financing of this practice is important and was overlooked in my case.

Sincerely,

***** *******
Initial Complaint
Date:10/30/2022
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.
RCWILEY chose to deliver damaged product two times. ******* chose to deliver WRONG product once, ******* chose to deliver product to a wrong address and continue to charge me full price. I have damaged product in my house and they scamming me out of my $1000 by stalling damage pickup. I need my funds release asap NOT CREDIT for their mistakes.
Business Response
Date: 10/31/2022
There is currently a pickup scheduled on your account for 11/01/22. If you are wanting to exchange you need to contact the store and ask them to do a swap. If we are just picking up your product, we are able to do a refund once it is back in our warehouse.

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R.C. Willey Home Furnishings is BBB Accredited.