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:04/27/2024

  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 have purchased, or on order, over $12K worth of furniture. We have received the initial 3 pieces and two of the three wehre damaged. One was a chair that was delivered at the beginning of April - zero graviton chair. It showed up broken and we selected other special orders based on this chair style and size. Even after your tech come to our house to confirm the chair was broken we have yet to receive a replacement. We have had 4-5 calls with your custimer servcies group and they are lost what to do. Then the only option we have been able to confirm if that your team will pick up the chair and hopefully refund our purchased. I cant believe the only thing you can do right is too picky up a chair instead of replacing it. This chair was picked with a specific special order sofa set. So know you are putting us in a position where we have a set that does not matchthanks!! The experience with you company has been terrible for helping us out. I really thought *************** was ran better. We also have another order in your warehouse waiting for delivery and I have no faith you will be able to delivery this without issues and if there are you have taught us your cannot full fill a promise, any stand of quality product and back it up if something goes wrong.I will be going into the Roseville store on Monday and request all of our orders get canceled and we are fully refunding. I am sure I will hear other excuses.Thank you for making a potential exciting event of furnish a house into a real pain!

  

  Business Response

  Date: 04/29/2024

  I apologize for the inconvenience you have experienced.  Our records show that you already have an exchange set up for the chair that was damaged.  It looks like our California warehouse does not currently have it in stock, but our warehouse in ************** does.  All you need to do is speak with either your salesperson or our California customer service to have them initiate a transfer from our ********* warehouse to our California warehouse.  You can reach our California customer service at ************ for assistance with this.

• Initial Complaint

  Date:04/19/2024

  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 at TV from RC Willey on 12/21/2020. Total price was $4236.36 including a 7 year warranty. I reached out to make a warranty claim approx. 3/18/24. RC Willey extended warranty did not make an effort to come to my home and check the TV. They instead ordered parts on their own. I contacted RC Willey again Apr 1 because I had not heard anything. They stated 2 parts were in and the tech would be out to repair the TV Apr 2. Apr 2 the tech showed up with only one part and was unable to fix the TV. We were told additional parts are ordered and there has been no time frame given and no communication to this point. We were also told by their tech while he was at our home once these parts do arrive it may take up to 30 days for a tech to be dispatched to our home due to staffing issues. I contacted RC Willey extended warranty manager Kris today. She was of no help and directed me to the TV tech Bruce. I explained to here I have lost confidence in RC Willeys and their representatives including Bruce who has not communicated with me the progress. She stated there was no one additional I could speak with to resolve my concerns. I called back to customer service and spoke with Aubrey who directed me to Kris. After explaining my interaction with Kris, she transferred me to customer service supervisor Mickey. Same results. No help and no direction other than to the extended warranty manager Kris. I have been a 20 year customer of RC Willeys and expect to be helped. Unfortunately, that has not been the case. I am asking for a refund of my money and I will go purchase a new TV from another retailer that would give us the level of service we deserve

  

  Business Response

  Date: 04/26/2024

  *****,
  We are sorry for the delay in getting back to you. We were doing some research so we could get you all the information.
  We have a team scheduled to come out and complete the work on Monday, April 29. Look for communications from us this weekend giving you your service time window.
  If you need additional help or information, please call us at ###-###-####.
  

• Initial Complaint

  Date:04/19/2024

  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 financed a $3,830.98 couch from RC Willey in April of 2023 and the couch was delivered with two incorrect sized cushions (one back cushion, one bottom cushion).
  -both cushions were ordered (Estimated arrival was 7/28/23).
  - when they came to replace the cushions in OCTOBER (2 months later than i was told), they had sent 2 back cushions instead of one back and one bottom cushion.
  -they replaced the back cushion and ordered (AGAIN) a new bottom cushion - the new estimated ARRIVAL for this cushion was now December 2023 .
  -come December, im still waiting for the first butt cushion to arrive I noticed a SECOND BOTTOM CUSHION that was the incorrect size (belonged to the smaller version of the couch we have). I contacted RC Willey and they placed an order for another bottom cushion - 2 on order at this point.
  -the new estimated arrival was EARLY APRIL 2024. when I spoke to a Manager (In December) to question April arrival time I was told it takes a while to get a shipping container across seas.. so i patiently waited.
  -It is now April 19th and I have contacted RC Willey (Customer Service and parts department) 6 times in the last 10 days, not once receiving a phone call back.
  -I was told by someone in the parts department today (4/19/24) they are still waiting for a shipping container and to expect A COUPLE MORE WEEKS before they have a delivery time on the cushions? That is what I was told FOUR months ago.
  I have paid $1,285 on this couch so far and have had the couch for ONE YEAR and it has been incorrect since the day it was delivered.
  -I would not have purchased the couch from RC Willey if I knew it was going to come with incorrect pieces and that I would have to wait ONE YEAR to still not have anything corrected.
  - No one is able to give me a direct answer as to what is happening with the parts on order and no one is returning any phone calls.
  -at this point I don't want to wait any longer as it has already been 12 months and I still have no clue when to expect the parts.

  

  Business Response

  Date: 04/30/2024

  I apologize for the inconvenience you have experienced.  Our Meridian store contacted the manufacturer to receive an update on the parts but have not yet heard back.  They have arranged an exchange for you as a courtesy.  You just need to call them at ###-###-#### to schedule the exchange for a date that will work for you.

• Initial Complaint

  Date:04/17/2024

  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.

  On 04/05, my family had ordered a washer from this organization, and it was scheduled to be delivered 1 week later (04/12). When the washer arrived, the delivery person dropped the washer and broke it. We had to call customer service and the sales rep. to reschedule the delivery date. We were told it would be delivered in 5 days on 04/17. On 04/16, I called to confirm the delivery, but was given no information by the customer service. Instead, I was forward to a sales rep voicemail. I then called at the Rocklin Office staff, and I was informed the replacement washer was never ordered, and we will have to wait another week for delivery. We found out that no action was taken after this organization had broken the washer. When we tried to get a refund, but we had to wait 1 hour on the phone to tell us they would refund us only a portion of the $833.96. I filed a complaint with their corporate office. Since we never received a product or any service from this organization, we do expect the $833.96 immediately.

  

  Business Response

  Date: 04/18/2024

  As we explained to you in your Yelp review yesterday, we have refunded your payment.  We have no control over how long it takes your bank to process the refund and return the money to your card.  They can take anywhere from 3-10 business days to process that refund.  You will have to wait until your bank decides to release those funds back to you.  Regarding your return amount for your Blue Rewards, you will have to call our Rocklin store at ###-###-#### to finish the return on that and so the refund for that amount can be processed back to you.  Once that is done though, it will again be a wait until your bank processes that refund.

  Customer Answer

  Date: 04/18/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will not receive a full refund of $833.96.  As I have stated in my complaint, I have already contacted both the Rocklin Store and the CA customer service, and I did not receive the full refund of $833.96.   Since I have not received any service or product from RC Wiley, I should be entitled to the full amount.  
  
  
  
  Sincerely,
  
  
  
  ****** ***

  

  Business Response

  Date: 04/19/2024

  We apologize for the inconvenience, but you have already been refunded the entire cost of the product you originally purchased. If you are referring to the Blue Rewards cost, as stated previously, you will need to contact our Store location itself at ###-###-#### to have our Reps at this location take a look into your account and determine if that fee can be refunded at this time. Our Blue Rewards program does work as part of our delivery service and it's eligibility for being refunded is up to the store whether it is to be refunded or not refunded as you have used the service. We will not process any refunds or cancellations of memberships over this forum, and you need to call the number that has been indicated to you if you wish to get a refund for that cost.

  Customer Answer

  Date: 04/21/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  As I mentioned in my memo on 04/17, I have already contacted
  the Rocklin office to resolve this issue. 
  However, the Rocklin office is the cause of this complaint.  The Rockin office has not provided proper customer
  service.  Please see the following:

  On 04/12, your delivery crew damaged the product.
  On 04/12, I requested an undamaged product and redelivery on 04/17; however, your organization never made that request, but told me you did.
  On 04/16, I had to call your customer service to confirm the delivery on 04/17, but your organization avoided my request and provided no information.
  On 04/16, I contacted the Rockline store and found your organization never made the reorder on 04/12.  I requested a refund, but Rockline office avoided the issue and put me to customer service again.
  On 04/16, I spent 1 hour with customer service kept me on hold to process my refund, and yet they claimed they could only provide me a refund via email.  Refunds are supposed to the original payment.
  Based on the encounter with the Rocklin office, I do not have faith the Rocklin office will fulfill its customer service request.

  
  This complaint is my attempt to resolve this complaint through
  the corporate offices; however, I am getting similar treatment as the Rocklin
  office.  My expectation is that I receive
  the full refund amount of $833.96 since no product or services were provided.  This should be a simple customer service fulfillment
  by any organization.  If I am not able to
  receive a full refund, I will pursue other remedial actions.
  
  
  
  Sincerely,
  
  
  
  ****** ***

  

  Business Response

  Date: 04/22/2024

  We unfortunately cannot make this any clearer than we have already. We have informed you on 4/18 as well as on 4/19 that you need to contact the Rocklin store to receive the refund for the remaining amount owed to you. There is a pending refund on your account for $106.18 that is still owed to you. To receive that you need to call the number we have provided. After that amount is refunded the total refund amount will come to your desired amount. The reason you must call to receive your refund is so we can get your card information from you to process the refund. We do not keep card numbers on file. If you would like your refund, please call the Rocklin Store. If you do not call, we cannot assist you. 

  Customer Answer

  Date: 04/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This organization needs to read my message on 04/21 carefully.  Organization can escalate the issue, so I can receive the full refund amount since no services or products were provided.
  
  
  
  Sincerely,
  
  
  
  ****** ***

• Initial Complaint

  Date:04/11/2024

  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 mattress and floor model bed frame. the date of the delivery the mattress was delivered however, the bed frame did not come up with all the parts. The gentleman who delivered it advised the store will follow up and send a representative from the store to complete the set up. Two weeks later the installer showed up and advised all the parts weren’t delivered he advised the store would follow up. I did not receive a call so I contacted them and was advised the parts were never ordered and won’t be ordered until the follow week. I asked for the store manager to call me. She called back and advised the order was placed and did not know when I would receive it. She emailed advising she didn’t have any new information at the end of the week. A few days later the scheduler called and set up the service date for today. The installer was to arrive between 2-4 pm. At 4 pm I checked the status and saw that the appointment was changed to complete however, no one showed up at my home. I called the store and was advised that the installer closed my appointment and went to another appointment. I paid for a bed frame that was delivered with missing parts. The store manager has yet to follow up and the installer has not shown up. I am fed up with emailing and calling them because I they are in no rush to resolve my issue.

  

  Business Response

  Date: 04/12/2024

  Thank you for reaching out to us on this Aisha. We apologize for the inconvenience and for the lack of effective communication you have received during this whole process. Looking over your account we can see that Service Ticket and can see notes have been added with some possible options, we advise that you call our Customer Service at ###-###-#### our Reps here can assist in confirming what options are available to you.

  Customer Answer

  Date: 04/13/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I requested full reimbursement for the purchase of the bed frame and delivery fee. I was advised that I would receive t return call with the decision. I advised that I did not want their store credit because of the terrible customer experience I had. This issue has gone on for 3 months and if I had not followed up this store would never have cared to correct their mistake. I paid for a frame and delivery yet they did not provide all the parts for the frame. 
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 04/15/2024

  Our records indicate that on 4/10 our California customer service team tried to order parts and the manufacturer didn't send us what was needed to complete the repairs on your bed frame.  Because of this, they have decided that you can either exchange, reselect, or return the piece for a refund.  To get any of these options, you will need to call our California customer service at ###-###-####.

• Initial Complaint

  Date:03/18/2024

  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.

  Were in the process of finishing our basement in our home. We committed to purchasing carpet and laminate flooring from RC Willey. They offered us in-house financing, so we let them do hard credit pulls on both my wife and myself. We were told the flooring was available and could be installed within 2-3 weeks. We were also told by their representative that we should install the flooring before the cabinets. So we put the cabinet company on hold. After 6 weeks we contacted RC Willey and were told that some of the trim items were on back-order. They said they could install the laminate flooring now and then do the trim later. Once the installers showed up to install the floor, they told us it was going to cost an additional $2,000.00 and our warranty would be voided because its a floating floor and there cant be any cabinets on top of the flooring. We had RC Willey come and look, measure/inspect our floor before we had ever committed. When I called them, they agreed that the cabinets should be installed first because it will void the warranty. I have text messages from their salesmen suggesting we install the cabinets in on top of the flooring just like he did at his own home. So now were stuck with two hard credit pulls, and them wanting to charge in as additional $2,000.00++After speaking to the General Manager he told me that we would only have to pay a $500.00 difference at most due to the miscommunication and delays. He then called me back and said I have a better offer. He wanted me to split the $2,000.00 difference and then pay half of the additional labor for the extra cuts theyll have to make once the cabinets were installed. So were stuck with having our credit pulled and now expecting to pay more than $2,000.00. This was all handled at the ****** store.

  

  Business Response

  Date: 03/19/2024

  When a resolution with ******* became unobtainable, we scheduled a time with him to pick the hard surface product from his home.  We picked the product up yesterday and ******* will be given a full refund.      

  Customer Answer

  Date: 03/20/2024

   
  Complaint: 21450086
  
  I am rejecting this response because:

  The only resolution they offered was for us to pay over $2,000.00 more than they told us it would cost. That's after they sent their professional to our home to measure and inspect the flooring. I offered to pay a total of $500.00 more than the original quote and they did NOT accept. When they would NOT offer us a reasonable resolution, I requested that they come pick up our product, refund our money for the down payment and then contact the credit bureau and have them retract the 2 hard credit pulls they did on both my credit and my spouses. As a consumer I feel that we did everything in our power to accommodate the issues they created, including significant time delays due to back-order parts VS telling us they could have everything done within 2-3 weeks. It's unnacceptable for them to commit us to having our credit pulled, paying the down payment and patiently waiting for them. Once they show up, we're told they want an additional $2,000.00 and our warranty will be voided. I still have the text messages from their representative that suggest we install the cabinets on top of the flooring, however the installers refused to do that. I expect RC Willey to honor their original commitments as we have, or they can reverse everything they did including reversing the credit inquiries! ******************* the General Manager originally agreed that the most we would pay is a $500.00 difference and I agreed to that. He then later called back and offered for us to pay $1,000.00 plus 50% of the additional labor that would be necessary for them to cut/trim around the cabinets, because *** agrees that we shouldn't install the cabinets on top. I just want them to honor their original pricing or reverse everything they had us commit to.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/11/2024

  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 two reclining sofas in 2022. The same recliner on the same couch has stopped working 3 tildes and been repaired under the one year warranty. When I called about the recliner on the same couch not working again I was told that they would charge me to come out and look at the couch! Apparently there is one year warranty on electronics and a three year warranty on the mechanical part.I dont think the same issue should happen to the same recliner 4 times in less than two years. We paid$2400. Per couch.

  

  Business Response

  Date: 03/12/2024

  ******,
  
  We apologize for the inconvenience and for the negative experience you have had but we cannot offer exchange on this product at this time. The Warranty in place is only provided by the Manufacturer, is for repairs only not replacement and does not cover Labor fees after the first year which is why if you are needing to have that item repaired you will need to pay for the Service fee with our Customer Service ************.

• Initial Complaint

  Date:03/07/2024

  Type:Order 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 am not liable for this debt with R.C. Willey Home Furnishings, I do not have a contract with R.C. Willey Home Furnishings, they did not provide me with the original contract as I requested.

  

  Business Response

  Date: 03/08/2024

  ********, we are unable to discuss sensitive account information online for your security.  You will have to call our billing department at ************ if you believe there are any inaccuracies with your account.  They are open from 7 am to 8 pm MT Monday through Saturday, except for holidays.

• Initial Complaint

  Date:03/02/2024

  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.

  As of February 22nd, 2024. I went to the RC willey store in Reno, NV. I was asking for help about the buyback program. I bought the 2 years warranty for the Acer laptop I purchased on 12/24/21. Now is over 2 years. At the day I listened to the salesman at the electronics department tried to sell me the warranty, he didn’t explain exactly what type of refund I’ll get back after 2 yrs if I don’t use the warranty.
  I called the headquarter at the Salt Lake City to request a refund. After the lady listened my questions. She said that the buyback program is not eligible for 2 years warranty. But she said she’ll be honored to me for one time. Then, she said it’ll be the store credits or store gift card. NOT the check or cash back.
  As I said the salesperson didn’t tell me what type of refund I’ll get. I didn’t get enough information from the salesperson. Then, I went to the store to request a check or cash for my refund. I spoke to the supervisor and the manager. They were both refused to help me out. All the said were apologies. They were also tried to cover the salesperson who didn’t explain me clearly the refund programs.
  I felt like the store cheated me. The way they trained their employees to sell the warranty to the customers without clearly explaining the programs will refund back to the customers. I want the BBB help me to ask the RC Willey company to refund me back by the check of $50, not the store credit. This is their failure or cheating on the customers. To train their employees to be honest with the customers. And the management team need to respect the customer’s needed service.
  Sincerely.
  *** * ****** **** **** ***** *** 
  Sparks, NV. 89436
  ###-###-####

  

  Business Response

  Date: 03/04/2024

  Our warranty buy-back is only for 50% of the warranty and it only comes in the form of a gift card.  You can find that information on our website and we are attaching the PDF that you find that information on.  You will not be receiving any cash or checks for the warranty buy-back, nor will you be receiving more than the 50%.

  Customer Answer

  Date: 03/05/2024

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  *** * ******

• Initial Complaint

  Date:02/29/2024

  Type:Order 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.

  RC Willey is reporting late payments on to my credit file. These lates are from 8/22 and 6/22 and I during this time I was facing some financial hardship. I am asking that you please remove the lates from my credit file.

  

  Business Response

  Date: 03/01/2024

  Thank you for reaching out to us about this. Unfortunately, we do not have the ability to assist you with Billing issues here due to the sensitive nature of some of information and details of your Account and history. You will need to call our ****************** directly at ************ or ************.