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

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

  
• 

  R.C. Willey

  6636 Lonetree Blvd Rocklin, CA 95765-3737

  
• 

  RC Willey Home Furnishings

  20 N Stephanie St Henderson, NV 89074-8079

  
• 

  RC Willey Home Furnishings

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

  
• 

  R.C. Willey

  8340 Delta Shores Cir S Sacramento, CA 95832-9102

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/18/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a sectional from R.C. Willey that included a warranty. We have had the sectional for less than 24 months and it is literally falling apart. I called R.C. Willey and paid $89.00 to have one of their service technicians come to look at the couch. I was told that my warranty didn't cover their service fee and that the additional funds were required in order to evaluate the issue. We had a service repairman that came out and he fixed one part of the sectional in home. He told us he would have to take the rest of the sectional bit by bit to be fixed. We found this odd. Why not just replace the entire sectional? Or take it all at once and repair it? Either way, we agreed and the first broken piece was fixed in home, and another piece was taken to be worked on in the shop. A few weeks later, we received the piece that had been worked on in the shop, back into our home, and it is still broken. R.C. Willey is still trying to schedule out the other 4 or 5 pieces to be taken from our home, but not all at once, and worked on in shifts? We don't have time for this. We are both working adults, and cannot be here for multiple service calls and deliveries on this sectional. Either take the entire sectional at once and fix it, as it is falling apart. Or just replace it please. This is interrupting our work lives and our personal lives at this point and is poor customer service. Taking the sectional piece by piece and returning it piece by piece is going to take well over 6 months to complete and has proven a waste of our time thus far since the returned pieces are still broken.

  

  Business Response

  Date: 02/19/2024

  I apologize for the inconvenience you have experienced.  The manufacturer's warranty for your sectional is for repair, not replacement.  As long as the manufacturer deems that repairs can be made, they will not authorize a replacement.  We generally try to leave our customers with part of their furniture if we have to pick it up for repair so you can still use it to some extent.  You can always call our customer service at ************ to see if they can arrange for your entire sectional to be picked up for repair, but that *** not always be available.  It depends on how much room is available in our repair department.

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21310215
  
  I am rejecting this response because: thus far the item has not been repaired, even in attempts to come and take the separate pieces to the shop for repair, the pieces are not coming back to us repaired. We would appreciate if the entire unit were taken and worked on, and repaired properly, instead of several appointments being made over months in order to repair this. We were told when we purchased the sectional that there would be a warranty covering any damage on the item, but so far that had not been effectively happening. We have paid ***** for the services and would like the repairs addressed all at once. The multiple visits are impeding on our work days and overall daily duties we have. We do not have time for months of repairs, nor were we told at the time of purchase that would be the case.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 02/21/2024

  We recommended you call our customer service to speak with them and see if they would be able to arrange for the entire sectional to be picked up for repair at the same time.  Did you reach out to them regarding this?  We do show that a technician is scheduled to come out to your home on Saturday the 24th as well.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21310215
  
  I am rejecting this response because:

  ************ and my spouse have spoken with customer service several times. Why would we escalate to the BBB if we hadn't? These are very generic responses we are getting regarding the concerns we have. We would like the sectional taken all at once on the 24th and repaired as promised per our 89 dollar deposit and per what we were told upon purchase of the sectional. We shouldn't have to facilitate this further as this should be the responsibility of R.C. Willey. Please do not refer us to customer service again. We are willing to take our complaints to social media and contact an attorney if this matter cannot be amicably resolved.

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

  

  Business Response

  Date: 02/22/2024

  We apologize you feel that the responses are generic, but unfortunately to see if the service you are requesting is possible you will need to call and speak with **************** at that location. 

  
  Our records indicate that the last documented conversation we had with you took place on 2/14/24 and it was on that date that we scheduled you for 2/24/24. We interacted with you through the BBB on 2/19 as well as 2/21 where we provided the department as well as phone number you needed to call to see if this arrangement could be made. While it is RC Willey's responsibility to help facilitate the manufacturer's repair warranty is not our responsibility, nor within our power to help you unless you pair with the correct department. 

  
  We have also paired with the service manager at that location and neither she nor her team have heard from you or your husband. She said she would be happy to talk with you but could not assist due to not knowing about your concerns. She stated that she will also attempt to call you. We would still, however recommend calling the number we have provided multiple times to see what options are available to you.

  
  To be very clear again you will need to pair with that location to see if they can accommodate your request. If you do not pair with them, they will not be able to potentially assist you. If you have called and spoke with anyone at that location on or after 02/19 we will need the name of the associate, you spoke with as well as proof that the call took place. If you can provide evidence you spoke with them, we can help escalate your claim to the store management at that location.

  
  If you would like to threaten legal and pursue that action, we are legally no longer allowed to interact with you and all correspondence at that point will need to go through our legal department. 

  Customer Answer

  Date: 02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will close this out as there is nothing that the BBB can do to further aid us.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/10/2024

  Type:Sales and Advertising 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 a financing account with RC Willey for a purchase we made in August. Our contract declined insurance on the account. RC Willey has charged us for insurance every month since we have had it. I have complained to them twice on the phone and twice in person. All times we interacted with them, they advised that they located our original contract which declined insurance and that they would refund all charges for the insurance. The insurance continues to be illegally charged on our account every month.

  

  Business Response

  Date: 02/12/2024

  I apologize for the inconvenience you have experienced.  You will need to call our billing department at ###-###-#### and speak with them regarding your account and getting the insurance removed.  They are open from 8 am to 5 pm Monday through Friday, except for holidays.

• Initial Complaint

  Date:02/05/2024

  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 have purchased a BOSCH REFRIGERATOR from R C Willey on 10/27/23 and was delivered on 11/01/23. On 12/11/23 we realized that the ice maker wasnt working called RC Willey on 12/12/23 to report they said they are not responsible for the broken refrigerator that it is now under Manufactures Warranty with Bosch Appliances. We Contacted Bosch and they sent a Technician out from BUY RITE REPAIRS on 12/18/23 he said we needed a ************ and returned with it on 12/29/23 which didnt work. Recalled Buy Rite Technician came again on 01/03/24 to tell us we need another ****** 1/11/24 put in other part and still did not workreported this to Bosch & asked for replacement of our broken refrigerator.Went over twice to R C Willey seeking their help about what their manufacture Warranty is doing to us , they said their is nothing they can do.We are 82 years old & in debt for a $3,000.00 broken refrigerator and they dont care, we have only made 2 payments still owe them ******* is there anything you can do to get a replacement for our broken refrigerator. I also filed a complaint with BBB on Buy Rite *************** Appliances.This is a horrible thing that they are doing to 2 seniors. Our ne t step will be the **********

  

  Business Response

  Date: 02/06/2024

  Thank you for reaching out to us on this. We apologize for the inconvenience caused to you and for the negative experience. Unfortunately, we are unable to issue a refund as that is something that has to be determined by the manufacturer and can be requested from them by you. We advise that you reach out to the ********* Store location on this, and they can look into some options they may be able to provide on the Stores end, you can find them at ************.

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21248405
  
  I am rejecting this response because:
  They sold this broken refrigerator to us they should send the replacement or their ****************************** BOSH. Who has done nothing to help with the  replacement and their Technician from BUY RITE who came multiple times for 2 months and hasnt been back since January 11,2024we have heard nothing and we have no replacement yet. It is a disgrace what these three companies are doing to 2 seniors 82 years owe . It cost us $3000.00 and we still owe ******* , we have made 2 payments and still is broken that is why i reported r c Willey

  our next step is to Channel 13 I am sure R C ***** WILL NOT APPRECIATE THIS.

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

  

  Business Response

  Date: 02/06/2024

  Looking over information and pictures about your fridge at the time of delivery, we cannot see any damage to the device when delivered nor was damage reported at the time. if you have any evidence that a broken unit was sold to you please feel free to provide it here so we can look over it. As for the Bosch's manufacturer warranty it is determined only by Bosch if the item is unrepairable and needs to be replaced as the warranty on the machine only covers you for repair as long as that is possible. Buy Rite is a certified 3rd party company selected by Bosch to do service on your appliance and they only do as the Manufacturer instructs when it comes to repairing the machine and getting parts. We continue to encourage you to keep working with the Manufacturer on this or call our ********* location for possible options. We understand that this is not the solution that you are wanting, but these are the solutions you will need to use in order to move forward.

• Initial Complaint

  Date:02/05/2024

  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 a suite of appliances from RC Willey several years ago, and they sold us a coating for the appliances called Pro Shine. It was supposed to make maintenance of the stainless steel much easier, but it has done just the opposite. We had problems from the beginning, and the ***************** came out twice to redo the refrigerator. It would become impossible to remove fingerprints and look like a gooey mess on the doors. I called late Aug or early Sept to have them come out and just remove the coating from everything, but was told the company had gone out of business. I told them I needed them to find someone to remove it because it had ruined several thousand dollars worth of appliances, and was basically told too bad, so sad. I then did something Ive never done before I posted a bad review on Trust Pilot. On Sept 2023, I received a phone called from the manager ************************* assuring me they would take care of it. I heard nothing after that, so I called him on Nov 2 and was told he wasnt in. I left a message reminding him of the problem, then continued to make several calls that were never put through to him, always claiming he was not in. At one point I had also said that we would settle for new refrigerator doors if they couldnt find a way to get the coating off, as the refrigerator has the worst problem and is the most visible appliance. My husband called RC Willey last Monday and left a message that if we didnt hear from him by today (Feb 5), we would file a complaint with the BBB and then move on to small claims court if necessary. We spent thousands of dollars for a suite of appliances from them. They were the ones who talked us into purchasing the Pro Shine coating as we had never even heard of it, and we feel strongly that they have an obligation to, at the very least, replace the refrigerator doors for us. Thank you in advance for your help with this issue.**** and ***************************

  

  Business Response

  Date: 02/07/2024

  We apologize for the inconvenience and delay you have experienced with getting assistance with the Pro Shine on your fridge.  We have contacted our Meridian store and are working with **** and the other managers there to get this issue resolved for you.  We are in the process of sending the product they need to remove the Pro Shine to them.

• Initial Complaint

  Date:01/29/2024

  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 January 23, ****, I ordered an ** Wash Tower from RC Willey. The unit needed to be installed upstairs in a small closet space, and the old unit had to be disposed of. When the unit was delivered on January 27 at 11 AM, my boyfriend was home. He said that two delivery men came, and he had to assist them with carrying the unit upstairs and provide tools from our garage because they lacked the necessary tools to remove the old venting and hookups. The installation space has linoleum flooring, and right outside it is carpeted. The delivery men tested the unit, and water leaked onto the carpet and installation space. Instead of informing my boyfriend about the leak, they moved the unit and drip pan over the water spillage and packed up by 12:30 PM. When I arrived home shortly after, I noticed the water under the unit and drip pan and how wet the carpet was. I immediately called the driver but got no answer, so I contacted customer service to advise them of the issue and request they return to fix the damage before the floors were ruined. Although they said the driver would come back that day after his last delivery, he never called or showed up. I had to wait until Monday to call back, and they informed me the delivery company was closed Sunday and Monday. They said they would reach out Tuesday to see if the driver could come fix the issue that day. In the meantime, we have had to use a blow dryer and towels to dry the soaked carpet. I paid for the Blue Rewards white glove delivery service ($99), which promises stress-free delivery, but this was clearly false advertising. RC Willey also claims to guarantee satisfaction, but this was not the case.

  

  Business Response

  Date: 01/30/2024

  Thank you for reaching out to us with this feedback about your experience. we do greatly apologize for the severe inconvenience caused to you and for the negative experience you are having. Currently we are reaching out to our ******************* to follow up on this as well as having them address this with you, we would are also going to be taking steps to get your Delivery fee refunded unto your account as well due to this inconvenience. 

• Initial Complaint

  Date:01/29/2024

  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.

  I purchased some furniture and almost immediately afterwards , both items had the exact same issue . i contacted the business and they said they would send someone out to repair the issues . after waiting several months someone finally showed up , he had only one part to repair the couch and not the other one . this was in April of ***************************************** the system to have the part ordered for the other one . it is now January 29th of **** and I'm still living with a broken couch . i have contacted the management team and have been given the run around

  

  Business Response

  Date: 02/02/2024

  We reached out to our ********* service department on your behalf.  They have contacted you and our records show that your item is scheduled to be picked up for repair in our shop today, 02/02/24.  They will assess your item and do what they can to repair it.  If you have any further questions or need to get any updates, you can reach our ********* customer service at ************.

  

  Business Response

  Date: 02/21/2024

  I apologize for the inconvenience you have experienced with your service.  Please call our ********* customer service at ************ for further assistance.

• Initial Complaint

  Date:01/24/2024

  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 bought a couch from RC Willey in November of 2022. By February 2023 one of the zippers broke that holds the back cushions onto the back of the couch. We called and they sent someone right out to take a look at it. He said they had to order a new cushion and they would let us know when it will be delivered. 1 year later the cushion is still "lost on a boat" and we are still stuck with a broken couch. They have stopped replying!

  

  Business Response

  Date: 01/25/2024

  We apologize for the inconvenience you have experienced with your service.  Our records show that our parts department is working on getting an update from the manufacturer on when your new part is expected to ship.  It can take time for the manufacturer to respond to our parts department, but we have reached out to them to get an update for you and contact you with that update.  The manufacturer's warranty is for repairs, not replacements, unless they deem the item unrepairable.  The manufacturer of your sofa is also overseas and that does contribute to how long it can take for us to receive parts.

• Initial Complaint

  Date:01/17/2024

  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.

  I have been trying to resolve the issue with the company, but the people involved are not being honest. We had a fridge and dishwasher delivered to our house on a Tuesday in November. They informed us the new fridge wouldn't fit in the space and have the doors open all the way. We asked them to put the fridge in our garage and remove the old fridge. We told them we wanted to figure out how to move the cabinets ourselves and it was going to take some time.We came home with fridge in the middle of the living room and mud tracked all over our floors. And they didn't take the old fridge, which wasn't working quite right and that was the reason we wanted it removed. I called and talked to customer service - they were shocked and the soonest someone could come out was Friday.. I talked to the sales rep, and he was shocked. Initially he was trying to help, and then he turned really nasty and was trying to turn it around like it was my fault that it was in my living room.We were then told the next day that the delivery people told their supervisor that they couldn't remove the old fridge without doing damage. This couldn't be further from the truth. The fridge has been removed before with NO damage. We had our new floors put in.They then called me on Thursday to tell me they were on their way to install it and remove the old one. The people there were joking and laughing about it while they were there. I got delivery updates all day Friday - when they were scheduled to come. We were not informed of a Thursday time until they were on their way.My husband removed the old fridge by himself with no problem. Then he removed the cabinet and installed the fridge himself.Any time I have tried to contact customer service, I have been lied to. They insist that there is no way the fridge could have been removed and I haven't gotten any answers about why the fridge is in my living room.They gave us $100, but I have repeatedly said that it isn't enough.

  

  Business Response

  Date: 01/18/2024

  Thank you for reaching out with this feedback. We apologize for the inconvenience and the very negative experience you have had with us during your delivery. Our ************************** and Sales-rep are not lying, nor is it their intention to make you feel like they are not providing the correct answers and feedback. Your Fridge was left in the living room due to the old fridge being in spot our Drivers deemed would cause damage if they removed it, we understand that this experience has been very frustrating for you but after reviewing everything, our Drivers did do what they are supposed to do. We are happy to hear that your Husband was able to do the task himself but that is a risk you are able to take due to it being your home, our Drivers are very careful about causing unnecessary damages to our Customers homes due to the stress and inconvenience it can cause as well as the unneeded cost. We are sorry to hear that you found that $100 allowance not up to your Standards but you did accept that resolution on 11/30/23, the acceptance of that allowance is you deeming the issue resolved and we cannot issue any further money returned for an issue you agreed on a resolution for over a month and a half ago. Your resolutionin the Better Business Bureau has already been previously met and we cannot issue any further refunds on this issue.

  

  Business Response

  Date: 01/26/2024

  While we can appreciate the concern you have for your child's safety it is not the responsibility of RC Willey to watch your child. The concern of your child climbing on or in the fridge would be a safety concern regardless of where the unit is placed. The same lack of supervision would allow the same behavior from your child if it were placed in the original desired location which has been clearly stated was not doable. The drivers left the unit in the place they deemed safest. You also had the option to refuse the fridge at time of delivery or also request after the drivers left to have another team come out at a later date and pick up the fridge to remove it from your home. Neither of these options were elected and you chose to keep the unit in home. 

• Initial Complaint

  Date:01/10/2024

  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.

  Purchased Samsung refrigerator on 2/18/2018 from RC Willy. Purchased a 5 year extended warranty through RC Willy their Extended Warranty and Protection Plan. Since purchase the ice maker continually freezes over causing the ice dispenser to not work, ice maker will make slushy ice causing dispenser to leak continually. Have contacted RC Willy and had the refrigerator service by authorized technician six times for the ice maker. Ice maker has been replaced at least three times. I have had to manually defrost the ice maker at least 12 times to get ice maker to start working again.
  
  Contacted RC Willy in Spring 2023 and advised warranty had expired. Contacted same company who did previous repairs and given an estimate of over $500.00 to replace ice maker.
  
  Over the summer of 2023, I conducted research on the ice maker problem and learned that the problem with this fridge and many others is a design defect.
  
  Contacted Samsung on December 4, 2023, requested repair again for ice maker not working. Repair is scheduled for December 15, 2023. Samsung customer service agent stated that one final repair would need to done before any "accommodations" would be advised. Samsung offered a prorated amount of $1331.54.
  
  Canceled repair due to that is would not fix problem. Ice maker currently does not work.
  
  January 5, 2024, Contacted RC Willy extended warranty for assistance in refund with Samsung. I was advised they could not help since warranty expired.
  
  RC Willy clearly violated the Federal Magnuson-Moss Warranty Act by not advising me after the product was repaired for the same problem multiple times that I could have it replaced or refunded. RC Willy continued to send out repair technician knowing the repair would not remedy the problem.

  

  Business Response

  Date: 01/10/2024

  RC Willey's extended warranty is a repair, not a replacement warranty. The only time a replacement would occur is if the manufacturer certified technicians deemed that the product was not repairable and needed to be replaced. Replacement was never considered as all claims were deemed as repairable.

  Your claim dates were as follows:

  12/12/19 Customer reported the ice maker was freezing up. This was repaired.

  07/14/20 Customer reported that it was not producing much ice and that the fridge was getting too cold. Tech repaired unit as an ice maker chute was needed.

  09/02/20 Customer reported ice maker was having issues. Tech reported that the auger assembly needed to be replaced and repaired the unit.

  09/15/21 Customer reported that unit doesn't make ice. Tech reported an ice build up and repaired the unit.

  06/27/22 customer reported not making ice in "proper time". Two techs from two different companies identified no issue.

  11/16/22 customer reported ice maker issue. Was informed by extended warranty rep and manager that product is out of warranty and that RC Willey is unable to assist.

   

  The Magnuson-Moss Warranty Act is the federal law that governs consumer product warranties. Passed by Congress in 1975, the Act requires warrantors of consumer products to provide consumers with detailed information about warranty coverage.

  Warranty coverage was gone over at time of purchase, is posted on our website for 24/7 access/ support and was discussed by the extended warranty reps every time a claim was covered or denied. No violation took place.

   

  As your product is out of warranty RC Willey cannot do anything to further assist at this time.

  Customer Answer

  Date: 01/10/2024

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

  RC Willey should not be continually fixing a refrigerator with a design defect.  A search of RC Willey service records will clearly show that Samsung refrigerators are prone to the majority of repairs. See the following USA Today articles from 2022 and 2023.  

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

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

  While RC Willey did not manufacture the defect product, they are culpable in not protecting the consumer under the Magnuson-Moss Warranty Act.  RC Willey extended warranty division probably was aware of the extensive problems which are classified as a "lemon" under the Warranty Act.  

   

   

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

• Initial Complaint

  Date:11/05/2023

  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.

  My husband and I purchased a 3 piece living room set in 4/2022. Picked up the order early 7/2022. Everything was great until 2/19/23 when the right side of the love seat no longer returns to sitting position. It was stuck in the reclined position! Called RC Willey where we purchased from and was informed they don't have a repair tech but would send us to a 3rd party company. The 3rd party was unavailable until the end of March. The day before the appointment, this 3rd party calls to cancel. I reach out to RCW again and they now have a repair tech that could come out in late April. The couch has been broken for 2 1/2 months! The repair tech was able to get it closed but not working. He ordered a lot of parts. He also ordered parts for the recliner as it jolt/wiggles when opening or closing.
  I'm in communications with Brandon K****. He is not good at responding to emails or customer service. I initiated every conversation. Parts were ordered in late April and the repair tech stated they would be in touch in 3 days. May & June pass, nothing. I reach out to Brandon in July and what do you know? The parts are in. Repair tech comes out in July. Other parts are still not in. Fine. We wait. Aug & Sept. Pass, October rolls around and I haven't heard a word from anyone. Now in Oct. The couch is discontinued and they don't know where some parts are. But hey! The recliner parts came in in Aug and Sept.
  Repair tech is sent out only because I reached out. Repair tech installs a broken face plate that is wired wrong.
  I have not heard from Brandon since July. Eventually after a YELP review people are calling me!
  Oct we settle on a restock fee and purchase a more expensive set. No return paper work was given to us. Delivery of the new couches/pick up of the old set are scheduled.
  They show up and refuse to take our set stating it needed to be professionally cleaned. NO ONE told us this. After a heated discussion with RCW it has been cleaned but no set date for pickup/delivery.

  

  Business Response

  Date: 11/06/2023

  Hi *********!  Our records show that an exchange is written and ready to go on your account.  You will need to call our Reno store at ###-###-#### and speak with them to schedule the delivery of the new items and the pick up of the defective items.

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: i have already set up a delivery and they refused to do the swap due to failed communication on their end. After dealing with 2 managers a second attempt was scheduled which was again canceled. Why am I not a priority? How many other deliveries were canceled or was it just mine?  I do not feel that I should have to continue reaching out to that store. They canceled. They need to reach out and reschedule. The error falls on them. It would all be done with had the right information been passed onto me. The customer. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

  

  Business Response

  Date: 11/07/2023

  Your return was not picked up because it was not clean or sanitary and our drivers took pictures of the condition of the units.  For our drivers to pick it up, it must be cleaned and sanitary.  Once it is cleaned and sanitary, you will need to call our Reno store at ###-###-#### to schedule your exchange.  It is your responsibility to alert our store when the units are clean and sanitary so your exchange can be scheduled.

  Customer Answer

  Date: 11/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have contacted the company with clean pictures of the furniture within hours of the attempted delivery. The problem lies in the fact that no one told me that it had to be cleaned. That it was my responsibility to get that cleaned. I gladly would have had it done prior to the delivery. 

  Now that they have photos proving it is clean, they still haven't delivered or swapped the product. They will try tomorrow. I want a confirmation - a set locked in stone date/time!

  Not a "we will try again tomorrow"

  My other issue is that your company will not own up to their mistake and now I'm STILL out furniture. 
  

  Sincerely,
  

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

  

  Business Response

  Date: 11/08/2023

  Please provide those pictures of the cleaned unit to us.  We are reaching out to the Reno store to get more information of what they are doing on their end.  In order for us to move forward with this process, we need those pictures.

  Customer Answer

  Date: 11/08/2023

  
  
  Complaint: ********
  
  
  
  I am not exactly rejecting this response because the Reno store has finally fixed the issued and delivered today. I did attach photos for you to see. It is just disappointing in the lack of customer service from that store when there is a problem.

  I need no further action. 

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