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

  3850 S Town Center Dr Las Vegas, NV 89135-2896

  
• 

  R.C. Willey

  10000 Allantown Dr Roseville, CA 95678-5996

  
• 

  R.C. Willey

  8340 Delta Shores Cir S Sacramento, CA 95832

  
• 

  R.C. Willey

  10000 Allantown Dr Roseville, CA 95678

  

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:06/27/2024

  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 **********.getting notified of a past due payment of $16. I payment was made on 6/18/24 for $16 that was returned. Another payment that cleared was made on 6/24/24 for $16. The payment made on 6/24 took care of the returned payment from 6/18. So my account is not past due and I want rc willey to resolve this. I tried contacting them and they are unwilling to look into the issue.

  

  Business Response

  Date: 06/27/2024

  As we informed you when you emailed us this morning, we are unable to discuss account information, including but not limited to, due dates, how much is owed on an account, or why payments have not gone through, etc. via email.  We informed you that you will need to call our billing department at ************ for assistance with your account and to get the information you were looking for.  We are not unwilling to help you, we just cannot assist you via email/the internet for security reasons, as was explained to you.  You have refused to call.  Your options for assistance with your account are to call at the number that has been given to you multiple times now, or you can also go into your preferred RC Willey store in person to discuss your account.

  Customer Answer

  Date: 06/27/2024

  There is nothing to discuss over the phone.  I work all day and don't have time to call in, and plus there is nothing to discuss.  I simply want my account current.  There is obviously an error and the company is unwilling to resolve.  It doesn't make sense to call when the error needs to be corrected.  I would like to forwarded high up since obviously the **** this is going to will not be of any use.
  Complaint: 21909930
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 06/28/2024

  To get this issue resolved, you will have to call or go into one of our stores.  This is not something that can be resolved via email/the internet, as we have stated multiple times.  Again, our billing department's phone number is ************ and their hours are 7 am to 8 pm MT Monday through Saturday.  As previously stated, the only other option for resolution is to go into one of our stores in person for assistance.

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21909930
  
  I am rejecting this response because: this can be resolved.  there is no reason for me to call in.  a store can't do anything.  just make the account current.  rc willey is refusing to correct an error on their end and trying to put it on me.  i would like them to escalate this further as I now want to complain about the **** where this is going to.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:06/24/2024

  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.

  We ordered our new couch on 05/25/24 the salesman said delivery would be on 06/06/24. Yeah right, I've called multiple times and the salesman has given us a BS story of it's "landed" and he's not sure what that means. And we're the third one in the line to get that couch. It's been nearly a month as of this writing, if this issue isn't resolved within the next week I will be canceling my order and never shopping with RC Willey again!

  

  Business Response

  Date: 06/25/2024

  Thank you for the feedback on this. Your items is on what's called "Back order" which means we are waiting for it to arrive from the Manufacturer, unfortunately this means that all timelines and estimates are determined by the Manufacturer who can delay shipments as they require. You can get an updated ETA if you reach out to your Sales-rep, if you are looking to cancel this order after receiving this information then you can do so with our **************** at ************.

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21894288
  
  I am rejecting this response because: your sales rep entirely misrepresented the timeline of this order. If we had known that this particular item would be back ordered indefinitely we would never had done business with your company. This is clear signs of predatory business practices and I will no longer be doing business with this company.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:06/21/2024

  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.

  Purchased a power recliner on 5/2 had service call on 5/11 to repair. Needed to prefer parts. Called 5/17 for update no call back. Called again for update in 5/24 no update. Told would be called back(nope) called again on 5/30 told would be called back next day. Sorry to inform you still no call back called again on June 7 escalated to manager and assured will be called back with update. No update or call back called again on June 13 told they would get me and update and no call back again. Called again on June 16 and told I would have a call the next dayyiubguesss it Im still waiting. Called on June ********************************************************************************************************************************************************* her asked for a name so I could call back in the morning and could. It or would not give information. Told I would be called back but didnt have a time or by who. I wont hold my breath. Looking to have chair replaced or fixed in a timely manner. Or just follow through with calling people with uodates like promised. Worst customer service I have ever experienced

  

  Business Response

  Date: 06/24/2024

  Our records show that our Meridian store has ordered replacement parts to complete your service.  They are currently waiting on the parts and since the manufacturer of your recliner is overseas, those parts take time to get in.  The current estimate that they have received from the manufacturer for when the parts are expected is the end of August.  We facilitate the servicing for the manufacturer's warranty and per their requirements, must order the parts directly from them.  This process does take time, especially when the manufacturer is overseas.  We are currently waiting on the container containing your parts to come in.  Once our Meridian location receives the parts, they will let you know and schedule a technician to go out and replace the parts.  We encourage patience with this process.

• Initial Complaint

  Date:06/13/2024

  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.

  Order ******** Billing Address:Shipping Address:********************* ****************************** Phone Number: ************ Email: **************************************** ****************************** Phone Number: ************ or ************ Email: ******************* Order Details Delivery Date: 03/20/2024 Estimated Delivery Time: The delivery time range has not been set. Please check back after 7pm the day before your scheduled delivery date.Order Date:3/18/24 RC Willey Account:***0440 Store:www.rcwilley.com ***************************** ** The business keeps callings asking for payment but THEY HAVE NOT SENT ME ANY STATEMENT VIA EMAIL OR MAIL TO PAY THEM. I have informed them of this MANY TIMES and STILL THEY KEEP CALLING REQUESTING PAYMENT AND HAVE NOT SENT ME ANY WAY TO PAY THEM. Due to medical conditions, and disability the only way I can pay them is once I have my CC number information which I NEVER RECEIVED. Even my application only gives the last few numbers of it but not the whole number so I CAN PAY THEM.

  

  Business Response

  Date: 06/14/2024

  As we priorly responded to your two emails yesterday:
  We cannot discuss credit or financing questions or concerns via email or chat. You will need to call the number provided below or pair with customer service at the store nearest you for assistance.
  
  
  Phone: ************
  Hours: Mon-Sat 7am - 8pm MST
  
  This department is closed on holidays including Utah's July 24th holiday
  
  At the time you applied for your account you opted to receive your statement via email as well as chose your due date for your monthly bill. You were also informed that these emails can end up in your spam folder. You have been sent multiple statement and are very aware that you owe minimum monthly payments as this was discussed and signed for at the time of application. To dispute or inquire about any late fee removals or request a change in how you receive your statement you will need to call our billing department at the number provided or visit the store nearest you. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21847191
  
  I am rejecting this response because:
  

  I just received a message and haven't received any before today when they closed my case. They STILL have not mailed me a statement for me to pay them. I am not asking them to discuss any "private" information. I am asking them to MAIL ME A STATEMENT which still hasn't happened.

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

  

  Business Response

  Date: 06/25/2024

  We cannot issue mailed statements or change your statement preference here; you will need to call our ****************** at ************/************ and our Reps there will verify your information and can make those changes to your account. We apologize for this inconvenience, but we are unable to do ANY Billing Account updates here nor are we able to share/confirm any Billing related account information, we strongly encourage you to work with our Billing Team in regard to any Billing Related issues.

• Initial Complaint

  Date:06/12/2024

  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 recently went online and purchased a turntable with bluetooth transmission on 06/03. I didn't receive an email or any notificationabout my purchase. On 06/11 I contacted customer service. They finallygave me a FEDEXtracking number. Tracking said the item was delivered on 06/08. I called RC Willey customer service again and was told my item was taken by porch pirates. I asked the representativewhy I wasn't given a tracking number or why I wasn't able to find a tracking number in my online account. The rep replied" this is something RC Willey is workingon. It is 2024, every online order I have made, no matter how small the company can provide a tracking number so you can expect deliveries. We had deliveries from ****** thatmy wifereceived. Because they have a way for you to anticipate your deliveries. Now I am told I am responsible for paying ***** item I didn't receive. This is not good business practices. So for your piece of mind. DO NOT ORDER ANYTHING TO BE SHIPPED FROM RC WILLEY! There is no way to track or anticipate your order.

  

  Business Response

  Date: 06/12/2024

  Our online help desk has arranged a one-time courtesy replacement for you.  The order was placed today 06/12/24.  It will take a bit to process on the manufacturer's end, but they will ship another one out for you.  Please call our help desk at ************, option 1 if you have any further questions.

• Initial Complaint

  Date:05/21/2024

  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 purchased furniture on 5/18/24 with a scheduled delivery of 5/23/24. We got a call on 5/21 saying there was an error in ordering and it is now delayed. I have attempted to call the delivery **** and have also called the local store (*******, Ca) numerous times. I have requested a manager and asked for help trying to figure out what can be done, how they can make it right and when it will actually be delivered now. They refused to let me speak to a manager and that is completely unacceptable. I want to speak with someone that can and will help me. I was transferred four times and every person I got refused to let me speak to a manager and just kept trying to field the call which they cant even assist me with.

  

  Business Response

  Date: 05/22/2024

  Thank you for reaching out to us here. We greatly apologize for the inconvenience and negative experience you have had. We can confirm we have reached out to that's ****************** asking them to reach out to you and they have confirmed they have reached out to you and gotten the issue resolved. Thank you again for your feedback and patience on this matter.

• Initial Complaint

  Date:05/16/2024

  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 ordered the exact same washing machine that I currently have and paid extra for thier upgraded delivery and paid additional for the hoses for the new one to be installed. I was told that they would install it on my current pedestal, but the deliver driver gave me some BS story that the one I have wasn't bought at RC Willey so they wont do it. I called *************** to get asssistance while the delivery guys were here but 2 hours later I was finally called back by someone who wanted to make a complaint, but still not resolving the problem. I am still getting the run around through customer service, was treated rudely and still no washing machine.

  

  Business Response

  Date: 05/20/2024

  Our records indicate that you have received the washing machine you ordered.  Our drivers were initially unable to deliver because you were insisting that they install the new washer on an existing pedestal you had.  You had not given all the needed information at time of purchase to the salesperson, and it was never disclosed that you needed assistance with a pedestal and due to that the drivers or the sales rep would not have known or been able to help.  There are additional charges required when it comes to our drivers needing to install a washer on an existing pedestal.  Since that information was not provided and according to your salesperson, you only inquired about basic set up (pedestals are not part of basic set up) the proper charges were not added to your order so our drivers could take care of the delivery all at once.

• Initial Complaint

  Date:05/15/2024

  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 have several issues going on with RC Willey.1st Issue: I purchased a recliner in April. The recliner broke. I called to return the recliner and I was told that they would need to send someone out to confirm it could not be repaired. Someone came out, confirmed it could not be repaired and said someone would come out to pick it up. It has not happened. I have called the store several times, trying to get someone to pick up this broken chair. 2nd issue: I purchased a two seat swinging basket chair. It was delivered with pieces missing. I've been calling to get someone to help get the missing parts delivered to no avail. I have spoke with a customer service agent by the name of ***** who has given the run around and pass off like crazy. She has been very very unhelpful and has treated me as if I am a bother. I am a customer who has spent money on items that I am unable to use. I also spoke to the store manager at ************ store who also assured me that he would get things straight and blamed a new system. It's been two weeks and I have yet to hear back from him. Poor customer service all around. I also have a credit card account with them that they have screwed up and tripled charged me for things and blamed the new system. They delivered the wrong washing machine over a month ago and I was told they would send me a gift card by mailer for the inconvenience. I was told I'd receive it in about a week, It's been over a month and I have yet to receive anything from them for the poor customer and delivery service. Horrible experience I've suffered with RC Willey. So frustrating having to call daily because people say they will call you backbit don't. or people will say they will do something that they don't.

  

  Business Response

  Date: 05/16/2024

  Thank you for reaching out. We apologize greatly for the inconveniences you have suffered. After looking over your account we can see that you are in fact set-up for return on both items. We unfortunately cannot assist with any Billing related issues here as we cannot discuss details of your Billing Account here due to Security reasons, if you need assistance with any issues on your account you will need to reach out to our ****************** directly at ************. For the allowance you will need to continue to work with the Store on that as we cannot authorize that, you can reach them at ************.

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service 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.

  Yes I have 18 months NI plan and they decided because I was late that they will charge interest which is not stated anywhere I forgot the day its due since they dont have autipay options and the agent I talked to is rude and dont care one bit

  

  Business Response

  Date: 05/02/2024

  Our records show that the order you had financed on the 18 month no interest plan was from October 2022.  The terms of our no interest plans state that if an order is not paid off in full within the no interest time period, you will be charged all back interest that would have been deferred if the amount was paid off within the allotted time frame.  When the unpaid balance comes due and is not paid off in full, the remaining amount and the unpaid interest roll over into a regular interest accruing payment plan.  Please call our billing department at ************ for further assistance with your account.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21651691
  
  I am rejecting this response because: no the 18 month NI was not even due yet I never got notified that it was due if it was or I would off paid it and the rep said because I was past due on my monthly payment so dont make excuses I need this fixed now since if it was due I never was notified 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 05/02/2024

  Your 18 month no interest plan started on 10/24/2022 and ended 04/25/2024.  That is 18 months.  The plan was not paid off by 04/25/2024 and because of that, the account is charged all deferred interest from the entire 18 month period plus the remaining balance owed.  That new total is now in a regular monthly interest accruing payment plan.  That is what you agreed and signed for when you chose to finance your order on the 18 month no interest plan.  If you wish to dispute this or see if anything can be done, you will have to call our billing department at ************.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21651691
  
  I am rejecting this response because: I wasnt notified if I was I would off had it paid off I need this fixed now since if I was notified I would off paid it off on 4/25/2024 so fix this now the agent lied to me that I contacted so now I reported to bbb for you guys to fix it then once its fixed I will pay the amount I would off owed on 4:25 since I was never notified like I usually am online 
  
  Sincerely, 
  
  ***************************

• Initial Complaint

  Date:04/29/2024

  Type:Billing 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.

  This store/company is a *****. They double charged me for an order and yet can not process a refund. Store management is never in the building......credit card numbers are lost. Sales person is no help.....this is a s*** show of a company.

  

  Business Response

  Date: 04/30/2024

  I apologize for the inconvenience you have experienced.  We do not keep card information on file for security reasons.  To get a refund processed, you can either call the store at ************ or our customer service at ************ or you can also go into the store in person.  We will need the original card information to be able to process the refund.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21643678
  
  I am rejecting this response because:   I have already contacted their credit department and gave them my credit card information.  I have also called the salesperson, no result.  I have tried to contact management with no success.

  Credit told me a check was cut and he stopped it  (****).......why?   Check is better than nothing.

  They act like they are the innocent victim protecting my credit card info.......that is far from accurate.  They are a disfunctional company that does not provide service when THEY s**** up an order.  I paid on time, why can't they refund on time when they make a mistake?

  Has any member of management called me to discuss this?  NOPE !!!!

  Still not happy !!!  Guess next will be a small claims lawsuit.  Seems no other option here.

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

  

  Business Response

  Date: 05/01/2024

  Per your own email to us, our store has tried to contact you to process your refund.  You said yourself that you refused to give them your card information so they can process that refund.  We understand concerns about fraud, so if you refuse to call in to give your card information for a refund, you will have to go into the store in person with your card so we can process the refund in person.  If you truly desire your refund, you will need to take initiative to get that processed.  If you are looking to just complain and not get a resolution, the BBB is not the place to do that.

  Customer Answer

  Date: 05/01/2024

   
  Complaint: 21643678
  
  I am rejecting this response because:  What everyone is not seeing here is that I ALREADY called credit and gave them my credit card number.  It was never processed.   If mangement cared about service, why have they not called me to resolve it?   BBB-If you wanna cancel this claim, no issue here.  Your not doing anything to assist a resolution.    I have called the salesperson......I have called credit and gave them my credit card number........a refund was never processed.  If everyone wants to flip this as a "customer" failure to assist in a resolution........so be it.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/02/2024

  You are not communicating with the BBB.  The BBB moderates complaints, they do not respond to them.  You have been speaking with RC Willey representatives the entire time.  We have reached out to our internal financing personnel and they were contacted by the ********* store to cancel the refund check to you because, according to the store, you insisted that your refund be processed to your credit card.  We are having the financing personnel refund the $554.43 to your original payment method.  Once the refund is processed, it will take anywhere from 3-10 business days to show the refund on your card.  That time depends on your bank and RC Willey has no control over that.  The delay in receiving your refund is due to your refusal to do as we recommended and to call back or go into the store when you did not receive your refund in the first place.

  Customer Answer

  Date: 05/02/2024

   
  Complaint: 21643678
  
  Whomever is responding from the store, you are 100% misinformed.

  I never asked to cancel the refund check.  **** said he did that on his own and then called me to get my CC number.

  Since I have started this complaint, ***** from the store has called me.  ****************** shows such a low concern to call and assist in the situation.

  I'm curious.....how can you process a refund to my original payment method?????  That method is my credit card.  Thought you did not have my CC number?????

  It is so obvious (whomever is responding) you have no clue about the facts and just think that pushing me around will get me to go away.  Not gonna happen.  I will continue to post here and on Yelp daily until I receive me money or a member of management takes the effort to call me and discuss it.  If that does not work, small claims court will be engaged.   Will be a simple case, since your emails admit you owe me money

  ***************************, ****

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

  

  Business Response

  Date: 05/03/2024

  We are not located at a store, but at RC Willey's corporate offices.  As we mentioned, we spoke with our internal finance personnel, and they are the ones that processed your refund.  They have access to information that our stores do not.  Your refund was processed yesterday.  Again, that can take anywhere between 3-10 business days to show up on your card and RC Willey has no control over how long that takes, that depends on the card company/bank. We are here to offer a resolution, which we have provided to you, not to argue pointlessly back and forth.  A refund was owed, but has been released on our end, which ends your dispute with us.  If you wish to pursue legal action, that ends our conversation.

  Customer Answer

  Date: 05/03/2024

   
  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.  How nice that the company that stated they do not retain credit card information all of a sudden found my credit card number and processed a refund.  Pretty obvious here who has no credibility or a shred of honesty.   

  A very good ****** here as a customer.............challenge everything a company says to you.  Their interests are far different than yours...

  Glad we can move on......assuming the credit goes through.

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