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

  
• 

  RC Willey Home Furnishings

  20 N Stephanie St Henderson, NV 89074-8079

  
• 

  R.C. Willey

  8340 Delta Shores Cir S Sacramento, CA 95832-9102

  
• 

  R.C. Willey Home Furnishings

  2205 N 1400 W Layton, UT 84041-1525

  
• 

  RC Willey Home Furnishings

  4300 Flossmoor St Ste 100 Las Vegas, NV 89115

  

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:10/10/2024

  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.

  Starting in March 2024 until now October 2024 we've had 9 service calls through RC Willey extended warranty from 2 different company's, 6 from A1 appliance repair, and 3 from ************** to fix our yet still unrepaired fridge/freezer. They have replaced compressor, condenser, ice maker, fan, and more. When we first had issues RC Willey never returned phone calls, left us on hold for up to 45 minutes and just didn't seem to care to help at all. ** is willing to deem it as needing to be replaced, but they do not have all of the previous work orders that have been done previous to their being called to this subject and therefore are unable to complete the order to do so. Today we called RC Willey and was informed that managers do not speak to customers? **********************'s customer service has been absolutely horrendous to say the least. We have lost food in our fridge multiple times at this point and are hoping to get what is fair and just.

  

  Business Response

  Date: 10/11/2024

  I apologize for the inconvenience and frustration you have experienced. Unfortunately for a return authorization to be approved through LG due to the compressor (Warrantied through the manufacturer for 10 years) they do require a few repairs on the same parts before they issue that. The LG tech has his final visit for the return authorization and to determine the unit as unrepairable.  If the fridge is deemed unrepairable, then a return authorization would be issued.  Please call our extended warranty department at 801-464-2340 during their business hours of 10 am to 6 pm MT Monday through Friday if you need any other assistance.

• Initial Complaint

  Date:10/01/2024

  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.

  Account was paid off and "closed" August 29th. Company has failed to report to the credit bureau despite the request in person on August 29th.

  

  Business Response

  Date: 10/02/2024

  ******,
  Thank you for reaching out to us.
  We apologize for the inconvenience with this issue.
  Please call our billing team at ###-###-####, and they can help you with this issue.

  Their hours are:  Mon-Sat 7am - 8pm MST 

• Initial Complaint

  Date:09/10/2024

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

  

  Business Response

  Date: 09/11/2024

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

  

  Business Response

  Date: 09/11/2024

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

  Customer Answer

  Date: 09/11/2024

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

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

• Initial Complaint

  Date:09/05/2024

  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.

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

  

  Business Response

  Date: 09/06/2024

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

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

   

• Initial Complaint

  Date:08/23/2024

  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.

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

  

  Business Response

  Date: 08/26/2024

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

  Customer Answer

  Date: 08/26/2024

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

• Initial Complaint

  Date:08/23/2024

  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.

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

  

  Business Response

  Date: 08/26/2024

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

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

   

• Initial Complaint

  Date:08/23/2024

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

  

  Business Response

  Date: 08/23/2024

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

  Customer Answer

  Date: 08/26/2024

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

• Initial Complaint

  Date:07/17/2024

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

  

  Business Response

  Date: 07/18/2024

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

• Initial Complaint

  Date:07/11/2024

  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.

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

  

  Business Response

  Date: 07/12/2024

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

• Initial Complaint

  Date:07/01/2024

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

  

  Business Response

  Date: 07/02/2024

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