Complaints

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

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R.C. Willey Home Furnishings has 20 locations, listed below.

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  R.C. Willey Home Furnishings

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

  
• 

  R.C. Willey Home Furnishings

  256 S 5500 W Salt Lake City, UT 84104-6000

  
• 

  R.C. Willey

  6636 Lonetree Blvd Rocklin, CA 95765-3737

  
• 

  RC Willey Home Furnishings

  3301 E Lanark St Meridian, ID 83642-8905

  
• 

  RC Willey Home Furnishings

  4300 Flossmoor St Ste 100 Las Vegas, NV 89115-2360

  

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:10/20/2022

  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.

  My wife and I purchase two recliner chairs from RC Willey in Rocklin CA. We purchased the chairs on February 14, 2018. Each chair costed $1700.00 and we were told they had a lifetime warranty. One of the chairs stopped reclining about one and a half years ago. We have been contacting RC Willey since then continually and monthly to tell them this needs to be fixed and they continually tell us that they have ordered the parts and have not received them yet. Or they tell us a supervisor will call us back and no one calls us back. Today we drove to RC Willey to speak to them face to face and still they told us this is out of their hands and they are just waiting on a part. This is unacceptable. We need a new chair or we need the chair we have to be fixed.

  

  Business Response

  Date: 10/21/2022

  I have received your complaint and am forwarding this to the store managers in Rocklin.

  The issue is we are waiting for the manufacturer to ship the footrest motors.

  I will note your complaint in your ticket.

  

  Business Response

  Date: 11/02/2022

  Replacement of the chairs is not an option we can give as the Warranty only covers the replacement of parts not for the whole of the product and you would to talk with the parts department if you wanted to seek any other type of resolution other than what we can offer here.
  
  The phone number for the contact is: ###-###-####

  Customer Answer

  Date: 11/03/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this does not resolve our issue. We have already called the number you gave us in your response multiple times and no one has helped us. So, we need our chair fixed. I suggest you call that number and tell them to fix our chair.
  
  
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  Date:10/15/2022

  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.

  In December of 2019, I hired RC WIlley to install flooring throughout my entire ***** sq ft home. I paid cash, and along with other purchases, spent nearly $18,000 in the store. The installation was poorly done. On day one, the installer damaged every lower cabinet in my kitchen while taking out tile. They are left with severe gouging and scratches. I immediately let the installer know and the store manager, The manager came to my house and promised to get the cabinets repaired after installation. As I was having surgery and the installation was not completed until January, we agreed repairs could wait until late January. From January through March, I made multiple calls to get the repairs made (manager said he would take care of sending someone qualified). In March 2020, and throughout the year, ***** 19 delayed the repairs. I continued to contact the store and they promised to send someone immediately after lockdown. From January-May 2021, I made repeated calls to get the repairs done. In May, the store manager sent a man who works for a furniture company to fix the damage. He applied wax crayons/chemicals to half of the damaged cabinets. It created horrible fumes and required completely ventilating my home. He ran out of time to finish, and would come back in a week. Since April 2021, I have been trying to get the work finished. I have made well over thirty calls to the store and the repairman's cell phone. I heard from the man once in winter of 2022 that he was at fault for not calling and would call back to schedule an appointment. I indicated that because of the chemicals, and the need to ventilate the entire house, I wanted to wait until spring since it was snowing. He agreed, but has not returned my calls since then. In addition, the wax crayon method does not address the gouges. I want RC Willey to reimburse me to get a professional company to restore my cabinets and fix the damage and stress they caused. On average, it costs $7,290 to $9,974.

  

  Business Response

  Date: 10/17/2022

  I have contacted the **** store manager to get all the details about this issue.

  Expect a response from them within the next 24 hours.

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18229836
  
  I am rejecting this response because:I have been promised resolution by the store manager for nearly three years. I do not want the same lack of care and follow through I have previously received. I also dont want the store manager to send someone to do the repair who does not operate a licensed company that expertly refinishes cabinets and guarantees their work. I want the store to issue a check to cover my costs to hire a licensed cabinet refinishing company.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/18/2022

  This issue is going to be handled at the store level.

  I have spoke with him and he is in the process of getting the info.

  Please send me a few phots of the damage, so I can have them on file.

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18229836
  
  I am rejecting this response because:Im waiting for resolution. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/19/2022

  We are working to a resolution.

  I need photos of the damage before continuing.

  Customer Answer

  Date: 10/19/2022

   
  Complaint: 18229836
  
  I am rejecting this response because:I am waiting for a resolution. I sent four photo attachments yesterday on the system and attached to my response. The BBB only allows four attachments to be shared. Please provide an email where I can send you multiple images. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/20/2022

  The manger for the **** store has kept a very detailed document of the interactions with you.

  It is further in this response.

  It appears that you were not keeping your appointments, that is why the work isn't finished.

  You need to contact the Orem store to get you work finished.

   

  Timeline of interaction with ********************
  ** November 2019 customer began the section of new flooring for her townhouse
  We wrote up Hard surface order 43133555
  Carpet order #********
  In December 2019 money was paid and products ordered
  Hard surface order installation started December 2019
  During the beginning of the removal of the old flooring some damage to the finish of the bottom cabinets in the kitchen was reported. ******************* went out to document the issue. Installation continued.
  In early January 2020 installers returned complete the installation.
  The following week we installed new carpet.
  At the last week of January 2020 or installers finished both carpet and hard surface installs.
  In February 2020 ******************* met with ******************** at her home to review orders and to inspect an issue with a plank of the hard surface. It was determined that the plank was faulty, and we replaced it.
  At that meeting the discussion returned to the cabinets where is was discussed that the damage was cosmetic, note that much of the issues were old wear, but since we were going to have to perform repairs, **** did not argue about things.
  ******************* then contacted 3 different cabinet repair companies, to be told they only refinish painted cabinets not wood finish.
  In discussing the issue with other managers in the store, Lane ********* made note that he had worked with a gentleman that was certified in furniture repair and might be able to help.
  We reached out to *************************** and he accepted the task.
  ****************** has been certified by ************************* company and has 40 years experience and continues to maintain that certification.
  
  At this time Covid was just beginning and ******************** indicated that she was not comfortable with outside ******* coming into her home.
  In 2021 as Covid began to wane she allowed ****************** to begin to repair process.
  This process requires many steps and as each area was completed with proper filling products that are used in permanent furniture repair spray finishes are applied to seal the repairs and have strong odors. These odors have bothered ******************** and so many appointments were moved to accommodate her. Then she had some medical issues and so it has be difficult to schedule the repair.
  All but the final cabinet have been completed. ****************** has been willing to make time for ********************, but it has been difficult to schedule.
  The process has been a long one, but ****************** is still willing to complete the job.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18229836
  I am rejecting this response because: this response is factually incorrect. I have also kept detailed notes about the times I have contacted the store to resolve the issue. I have phone logs and voice mails and have kept track of texts.  When the damage occurred in December 2019, I brought it to the managers attention immediately, and he did not do his due diligence to be sure the work was completed. The entire world went into quarantine in spring, 2020, including your employees and contractors. I didnt deny service because of Covid-no one was working throughout 2020. As people began to return to work and vaccines were available, I called the store manager and the contractor, ******, multiple times at the beginning of 2021 to again schedule repairs, and I was completely ignored by both. It wasnt until I filed a complaint with the BBB in early 2021, that I received a response from the store manager. He asked ****** to complete the repair.  ****** finally scheduled a time to come to my home on 4/19/21. He was not able to finish the job as it was extending after 5pm, and told me he would return in the next week and would call me to schedule. That never happened. I made several attempts over the next few months to reach him. It is a complete lie to say that I requested to move so many appointments and that they tried to accommodate me.  I never cancelled any appointments-as ****** never made any further appointments with me in 2021. I also made several calls to ******************* to follow up. Despite my leaving multiple voice mails I left *******************, he did not return my calls. 
  
  
  On January 3, 2022, I wrote a letter to RC Willey corporate offices. This was now two years after the damage was caused. I had been very patient with the company and was willing to wait until 2021 to address the issue, but my repeated attempts to schedule a time for ****** to finish the work were ignored. I was further disappointed that the corporate office completely ignored my letter. Evidently, corporate sent it to the store manager, *******************, who also did not feel he needed to reach out to me to resolve the issue or acknowledge my letter.  Instead, ******************* called ****** and he finally called me on January 4, 2022, and left me a voice mail, of which I have a recording. He said he takes full responsibility for the delay and apologized for not returning my calls. His phone call recording validates that he was negligent in returning my text and calls.  When he finally called, it was winter and since it is not possible to fully open windows to properly air out the very noxious fumes in the dead of winter ((I never had the process for repair explained to me, I was not told it would take multiple visits to complete the work, and I was not aware that the fumes would be hazardous), I asked ****** when I returned his call to postpone a few months until spring. He indicated that would be fine. 
  
  
  At the start of April 2022, I began to phone and text him in an attempt to schedule a time to complete the work, and as of today, have not heard back from him. Again, it wasnt until I contacted the BBB again this week, that the company responded. However, no one from RC Willey has contacted me directly, rather, they are blame shifting the issue to me and  take no responsibility for their inaction. To date, I have never had an apology for the damage or for the delays in repairing the damage. I have ample phone call history, calendar entry history, voice mails, and letters sent to the BBB and the RC Willey corporate office that validate my efforts.  
  
  
  I reject the store managers assessment that the damage caused is surface-level, there are deep gauges where contractors tools made large, deep scratches and where chunks of the tile they removed hit the cabinets.  The damage was not there previously.  Its presumptuous for the store manager to offer any such assessment as he is not a cabinet expert and did not offer me a professional appraisal of the damage, nor had he ever seen my house or cabinets prior to the damage. He has no knowledge of what shape the cabinets were in before the damage was done. The damage was not there prior to RC Wileys work in my home, and I brought it to their attention on the day it occurred, documenting it by phone and in photos. 
  Its shocking how dismissive both the corporate office and the store manager have been.  There has been no serious attempt to make this right.  The burden has been entirely on me to make endless calls over years. This company should have immediately taken responsibility and made sure via their managers efforts, to ensure that the damage had been repaired and that they had ensured customer satisfaction. There is no excuse for their lack of response to my calls and it is shameful that after two BBB claims and two letters to corporate, over three years, this issue has not been addressed. I have still received no calls to schedule the work, and no apologies.  The corporate office ignored my letters, and that demonstrates a continuing lack of customer care.  
  
  
  It wasnt until I contacted the BBB for a second time this week, that the company responded. However, no one from RC Willey has contacted me directly, rather, they are blame-shifting and taking no responsibility for their inaction. To date, I have never had an apology. I reject the store managers assessment that the damage caused is surface-level. There are deep gauges where contractors tools made large, deep scratches and were chunks of the tile they removed hit the cabinets.  The damage was not there previously.  Its presumptuous for store manager to offer any such assessment as he is not a cabinet repair expert and did not offer me a professional appraisal of the damage, nor had he ever seen my house or cabinets prior to the damage. The damage was not there prior to RC Wileys work in my home, and I brought it to their attention immediately on the day it occurred, documenting it by phone and in time-stamped photos. Its shocking how dismissive the company and the store manager are in taking responsibility for their contractors mistakes and their own failures to provide customer care. There is no excuse for their lack of response to my calls and it is shameful that after two BBB claims and two letters to corporate, this issue has not been addressed. I have still received no calls to schedule the work, no apologies, and no acknowledgment that three years is a ridiculously long time to ignore damage caused by RC Willey.  
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/21/2022

  We are not going to get into a back and forth of accusations and blaming.

  The store gave a very detailed account of interactions in the past.

  You claim to have documentation of this process, so we will need to get all photographic, call logs & emails/texts. All of these need to have date & time stamps.

  I am forwarding this to the store managers at ****.

  Customer Answer

  Date: 10/21/2022

   
  Complaint: 18229836
  
  I am rejecting this response because: the store is trying to intimidate a customer and has not yet offered a solution. You say you have documentation, and so do I. Why do you suppose that it is only plausible that you have documentation?  Your manager doesnt know what calls or efforts I have made other than the ones made to him that he has ignored. You in the corporate office, are not privy to my efforts and have only the word of your manager to go on. I do not appreciate your utter disrespect and lack of care to fix the situation. The burden of proof for any records are not on me. Your store manager, by your own admission in this thread, has acknowledged you caused damage when you installed my floor. It was his job, not mine, to make sure the damage was repaired. He should have done his due diligence with both me and ******, to make sure the work was done and that I was satisfied with the repair.  He should have returned my numerous calls when I left messages saying I wasnt hearing back from ****** and still needed the repairs completed. Instead, he did nothing and its taken this action through BBB to even get you to respond. No one from your company has cared to follow up and it appears your store manager left responsibility to ****** and walked away. It is appalling that have still not apologized for the damage or the lack of response to fix the damage, you would rather blame me for your employees and contractors inaction. You are also demonstrating that you don't keep your word, you dont care about customer care, and that you have no problem attacking a customer who has a legitimate complaint. I want to know when you are going to apologize, take responsibility, and fix the damage to my satisfaction. I will not be further disrespected by any of your staff. I sincerely hope your next response is one of apology and resolution. 

• Initial Complaint

  Date:10/12/2022

  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.

  Bought a couch and purchased the extended warranty. The back of the couch literally fell off. Called to have fixed. It took a "technition" almost three weeks to come out, for an estimate. At that time the necessary parts were supposedly ordered. Another three months go by, and my wife calls only to be told that they cant get the parts and they will simply replace the couch. Now our daughter is one year old and is walking a moving around more independently. Her foot has already been caught once in the exposed springs, and the back has fallen off a couple times almost hitting her. We were told the new couch would be delivered last week. When it wasn't delivered on the date we were told, my wife called again only to be told the delivery was cancelled because we hadn't paid our balance. WE DON"T OWE A BALANCE. The amount they were referring to was for a new extended warranty on the new couch we hadn't decided to purchase yet but were being charged. We were then told that because we had 4 years left on our original warranty the cost for a new & year warranty would be approximately ****** dollars. My wife was then told if we paid this amount the couch would be delivered two days later. My wife then went to pay the amount so there would be no more delays or excuses . At that time she was told the price was now ****** she asked why the price change and was told who ever she talked to previously had misquoted the price. She then told the sales person that we declined the new warranty since we still had four years on the original. The price then miraculously went down to ****** dollars which was paid. At that time we were told they couch wouldn't now be delivered until next Saturday. Which is unacceptable as we will be out of town. She then asked why the couch wouldn't be delivered as promised and told that they had no control over that, even though they told us two days two days prior.

  

  Business Response

  Date: 10/13/2022

  I am sorry for the problems you are having with the sectional and lack of communication.

  I see on the ticket this is scheduled to be delivered tomorrow. You will be receiving contact later today with the time frame.

   

• Initial Complaint

  Date:09/30/2022

  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.

  We have several rentals and one of the rentals needed new carpeting.We went into RC Willey on Sept. 6th and told the sales person exactly what we were looking for...He was very helpful. The first question we asked is how long it would take to get it installed and he said, he could have someone out to our townhouse in two weeks. We picked out a carpet that he said they had an abundant supply of and was sitting in their warehouse in ****. This particular townhouse we rent for $2,025 per month which is why we were concerned more about the install date and having the carpet on hand than ********** after this is when everything went to h*** I met the installer and let him in the unit. I did not here back from him all day...No big deal...I decided to show up around 5pm to see how things were going. He told me that a few areas of the carpet were defective and he actually called RC Willey to see/maybe recommend not to install the carpet and reorder the carpet. RC ***** said no, complete the install and they would replace the damaged carpet...I did not have a problem with that even though I was not made aware of this until after the fact...No one called me. The 2nd issue was the person that came out to measure, measured wrong...My sales person promised me the new carpet would be in, in a couple of days and they would get someone out there ASAP to do the install...Well guess what...No one called us...It finally took my Latin wife to call RC Willey on 9/24 and threaten to go down there screaming in Spanish and not leaving the store until they gave us our money back or replace the carpet...That got them moving a little...The install scheduler called me on 09/26 to let us know we were set up for this Friday (9/30)...As of yet I have not received a call...I am loosing 2K per month plus this townhouse is a mess because of the unfinished carpet and no one at RC Willys seems to care...They just keep lying and making excuses.Call them...You will see!

  

  Business Response

  Date: 09/30/2022

  I am sorry for the problems with your carpet install.

  I have forwarded this complaint to the Reno store manager for follow up.

  If they don't finish the carpet today, please email me at ******************************************* and I will get more people involved in this issue.

• Initial Complaint

  Date:09/15/2022

  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 bought the 5 year extended warranty from RCWILEY for my leather sofa set that covers damage for the furniture I bought I filed a claim last month and was denied. I was told that my claim was denied because they said the damage was caused by an animal which is not true! They refuse to give me the warranty that I paid for.

  

  Business Response

  Date: 09/15/2022

  We're pairing with the **** location to get more info, we will update as soon as we get more info from their location, the **** location itself may also reach out to you as well so keep an eye on on any potential phone calls they may send your way

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18032461
  
  I am rejecting this response because:
  
  Im not satisfied! They need to refund me or fix the furniture 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/16/2022

  That is why we are pairing with that location as well as our extended warranty department. A second opinion will most likely be required to come out and make another inspection. Without technician notes stating that there is a manufacturer defect RC Willey cannot help you facilitate the manufacturer warranty. If the technician deems that is it due to customer use than any repairs or part would come at your expense. The current report that we have does not indicate that the damage is due to a manufacturer defect. If that location reached out to schedule a second opinion please schedule it so we can get more pictures and another unbiased opinion on what is happening with your unit. You may also upload any photos that you have to the BBB as well to assist in this process. 

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18032461
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/30/2022

  Type:Product 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.

  I purchased a couch with 4 recliners Order # ******** for family movie nights for my husband an 2 teenage kids on 9/25/21 on 2/28/22 contacted RC Willey about one of the recliners non functioning a service tech. was sent out on 3/1/22 and was unable to determine the issue as the item was a new product so the tech was going to order all new parts and due to supply chain issues was said to take 4-6weeks for parts to arrive. I called on or around 5/2022 and was told they had no eta. It is know 8/30/22 and still no resolution!As I shared I bought this for family movie nights and it has been extremely uncomfortable and inconvenient for one of us sitting on a defective recliner that forces your head forward as it is stuck in this position, I want the item repaired! I contacted RC Willey today 8/30/2022, ***** from RC Willey ********************* and she stated it is no longer possible for a refund, as I am out of the refund period (very upsetting), but was still unable to provide me with a eta on a repair then offered me a service number for the ********** RC Willey which I contacted and spoke to a customer representative that was very nice, who unfortunately got a very frustrated customer (me) after the lack of communication with RC Willey over this entire period regarding the repair, holding online being & transferred. After I expressed my frustration surrounding the issues and she mentioned in her notes it appeared the parts were in and a tech tried to contact me?!! I informed her that I have received no messages or calls, she then arranged for a tech. to come out on Friday Sep 2nd in the A.M. I did however let her know my expectation, should the technician be unable to repair the recliner Friday I would like a full refund for the couch or a replacement recliner, as this has been very frustrating to have non functioning couch for almost the entire year, she assured me she added the notes and is going to give the information to her supervisor Autumn!

  

  Business Response

  Date: 08/31/2022

  Please contact us after the service date and we can look at other options if the recliner doesn't get repaired.

  Customer Answer

  Date: 09/03/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and their has been a satisfactory repair to the recliner, the technician was very pleasant and professional this time around. I hope the communication ln future dealings with the warranty department improve. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/30/2022

  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.

  We had purchased a warranty on coach and called them out because we had coffee stain and called right away after becoming noticeable. We called the warranty **** and they sent someone out. He was not able to get stain out. Called back and they said that it was to bad and they cant do anything. We paid a lot of money for the warranty and would like our money back. We feel we were scammed. We have given this company a lot of business over the years and the way we were treated by both the individuals was rude and demeaning. The last individual called us low lifes and scammers.

  

  Business Response

  Date: 08/31/2022

  I have reviewed this complaint and talked to the rep in extended warranty and have determined that this complaint is a complete fabrication and we will be doing nothing more.

  There was a claim submitted 6-23-20 for a coffee stain. We sent out the cleaning service and the stain was removed to the customer's satisfaction. 

  The customer told the warranty team, they didn't know when the stain occurred or what the stain is. We didn't need to do anything, because after a stain is 5 days old, it voids the cleaning warranty in regards to this stain. Extended warranty did send out the cleaning service as a 1 time courtesy, but they were unable to remove it.  After this the customer and her husband called in and screamed at the warranty team and were out of control, using profane language and making personal insults against the rep. 

  We have honored the cleaning contract and even went above requirements to try and help the customer.

  We will not be offering any refunds or service in regards to this stain.

• Initial Complaint

  Date:08/24/2022

  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.

  We purchased an ********************** from RC Willey 9 years ago. At the time of the sale, the salesman expressed how great these mattresses were and that they had a 20 year warranty (10 yr non-pro-rated and the remaining 10 yr would be pro-rated). The mattress at the time cost ~$4k and now to buy the same mattress is > $5-6k. RC Willey still carries and sells this 'luxury' brand of mattress. Recently, over the past year the mattress started to leave impressions and left us waking up to back pain because of lack of support. Initially, I was confident RC Willey would address this to provide great customer service. However, it was very much the opposite. They had someone come out from vendor "Precise Mattresses" to measure impressions. The ***************** performing the measurements didn't care about anything I had to say about the mattress and said he just has to do it this way (which is extremely unscientific or 'precise' by any means). They claim, even having a high ridge in the middle of the mattress with sagging impressions on each side with sagging sides, they do not honor or stand up to their 'warranty' at all. Very disappointed. No attempt whatsoever by the Company to make things right and honor the warranty. Requested a second measurement warranty claim a few months later and the bad experience was the same. The Company does not honor Aireloom mattress warranties nor cares about any loyal customers. Buyers beware and be sure to avoid such negative experiences down the road when you think you are getting warranty protection for a 'high-end luxury' expensive mattress, it means nothing... Once they get the sale, forget about any level of remote customer support or warranty fulfillment.. Extremely dissatisfied with RC Willey's lack of integrity, trust and service.

  

  Business Response

  Date: 08/24/2022

  I have looked into your account and spoken with our mattress warranty department.  Per the manufacturer's guidelines your mattress has not met the requirements to be considered defective.  You can have inspections done every sixty days, though, and the last inspection you had was on 05/26/22.  You can contact customer service at ************ to arrange another inspection.  The manufacturer's are the ones that determine whether or not the mattress is defective, RC Willey just helps facilitate that process.

  Customer Answer

  Date: 08/24/2022

   
  Complaint: 17761218
  
  I am rejecting this response because:

  Is this really how you treat customers?  Rc Willey certainly has all of the power and opportunity to make things right here.  The last claim denial letter was on Rc Willey letter head and indicated both Rc Willey and the manufacturer deem this to not meet sagging requirement literally by .25 of an inch (even with very inaccurate measurement practices by a company which Rc Willey has a relationship with and uses for this very purpose). Saying the proper handling and customer service is out of ********************** hands is really poor service as Rc Willey is the one who sells this product and should stand by its representation when selling to consumers.  When treated in such a raw manner after the sale is made, how likely are people going to become return customers? Please take the opportunity to make this right and not cause for additional time money and resources wasted by all parties involved. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/19/2022

  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.

  We recently purchased a treadmill from RC Willey in ******* for around $650 - $700. We paid an additional $30 for assembly and when the treadmill arrived at our house for delivery it was already assembled in the truck. This made it difficult for the delivery men to get it in our house causing them to damage our floors and paint on the walls in our brand new home. We sent *****, our claims examiner the information to where RC Willey could contact JMC homes to get spare flooring and paint to make the repairs and he claimed, "They (the builder) would rather work with the current resident living in the home they built. Our best case scenario is the builder gets you a bid for repairs, we will then pay for the repairs." They want the customer (us) to do the leg work and reach out to our builder about the floors and painting when we have other things going on and do not have time to constantly reach out to the builder who I assume is also busy when it should be the responsibility of RC Willey. We returned the treadmill after finding out that there would be a $15 a month membership fee that we were not made aware of. They sent the same delivery men who damaged our house originally and they broke it down correctly this time for their own convenience and most likely to ensure they didn't cause additional damage to our already damaged home. It has been almost two weeks since the incident and RC Willey has yet to repair the damages or send someone out to review it. Lastly, I'd like to note that I left a review on ****** and noticed there have been a suspicious amount of 5 star reviews that seem to have emerged out of nowhere. I am unsure if that is something BBB can look into but I thought I would make note of that observation as this business clearly does not know how to take care of its customers yet has raving reviews as of late.

  

  Business Response

  Date: 08/22/2022

  Can I please get your order number or phone number so I can look into this.

  None of the contact info you have listed is opening an account.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17744152
  
  Order# ********
  

  

  Business Response

  Date: 08/23/2022

  I apologize for the issues you have been having.  Unfortunately, only our insurance claims department can assist you further with your claim.  You will need to contact them for updates.  You can reach them via phone at ************ or by email at *********************************.  ************* claims department is the only department that can look into this and further assist you.

  Customer Answer

  Date: 08/23/2022

   
  Complaint: 17744152
  
  I am rejecting this response because:RC Willey has yet to send someone out for a quote to fix our drywall and the damages to our floors was quoted at $700 which is much more than the treadmill itself. Instead of dealing with the issue at hand they constantly send it around throughout their staff and nothing ever gets solved. Horrible business practices and lazy workers have caused hundreds of dollars in damage to our house and they make no effort to go above and beyond to even try to save us as a customer at this point. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/24/2022

  Again, you have to go through our insurance claims department to get anything arranged and started.  The people in that department would be the ones to arrange for people to go out for you.  You can reach the insurance claims department at ************ or you can also email them at *********************************

  Customer Answer

  Date: 08/25/2022

   
  Complaint: 17744152
  
  I am rejecting this response because: Again, why am I speaking with you instead of the insurance team then? Im supposed to get a resolution and thats why I reported you to the BBB to begin with because nothing is getting resolved and we continue to be directed to multiple people from multiple departments. Insurance should be speaking for themselves on here or I should at least be speaking with someone who is able to provide a resolution.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/09/2022

  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 wood table, i got a 5 year warranty. the table started peeling within the year, and thats when i realized it was a laminate. if i'd known this, i would have never bought it. it was never on the tag on the table, at time of purchase. they replaced the table. 2 years later, the table is peeling again. i went to do a warranty claim and they are telling me , its out of warranty. they told me i can only use my 5 year warranty , once and i already used it. i have no warranty and am forced to buy a new table. s***** customer service and products. this is not the first time ive had issues with them but rest assured, it will be the last.

  

  Business Response

  Date: 08/10/2022

  If you could send us the phone number on the account or the order number, we will look into this an see what is going on.

  The phone number you provided doesn't pull up any accounts.

  

  Business Response

  Date: 08/19/2022

  The account that order number pulls up is under ******************************  The extended warranty is only valid for the account holder and has also expired as of July 22, 2022.  We unfortunately cannot service anything that is not under the manufacturer warranty or extended warranty.

  Customer Answer

  Date: 08/20/2022

   
  Complaint: 17694277
  
  I am rejecting this response because:
  
  

   It was under ***** which is my ex girlfriend. I called last week and spoke to someone and they changed it to my name.. II had a problem with the table within the year and they replaced it and a new warranty was given to me given to me. When I talked to the agent the other day they told me that I was only able to use it once and I did and therefore can I use it again. This is unacceptable for this table to start peeling peeling twice within a couple years.

   

   

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

  

  Business Response

  Date: 08/22/2022

  I see the table was exchanged back in September 2018 under the warranty.  That exchange was only possibly under the warranty and the warranty is closed after the original table is exchanged.  No new warranty was purchased for the new table, so there is nothing we can do because the table is not under any warranty.  The manufacturer's warranty for the new table expired in September 2019.

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17694277
  
  I am rejecting this response because:  i was told i had a 5 yr warranty but when i used it that one time to have it replaced, they then cancelled my warranty.  That is absolutely crappy customer service.  I pay for a warranty, not to use it once and have it term thereafter.    not to mention, to have a product peel 2x after 4yrs.  h*** no.  crappy product.  
  
  Sincerely,
  
  ***********************