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

  
• 

  RC Willey Home Furnishings

  3301 E Lanark St Meridian, ID 83642-8905

  
• 

  R.C. Willey Home Furnishings

  1201 Steamboat Pkwy Reno, NV 89521-6240

  
• 

  R.C. Willey Home Furnishings

  13300 S 200 W Draper, UT 84020-2405

  

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

• Initial Complaint

  Date:10/24/2023

  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.

  Dear Sir/Madam,
  
  I am writing to formally lodge a complaint against RC Willey Furnishings, regarding their unfair and non-disclosed insurance premium practices when opening a new account. On October 24, 2023, I received a call from a supervisor at RC Willey Furnishings, during which I inquired about the terms of the insurance premium that had been automatically charged to my account when I opened a new account with them. The supervisor, verbatim, confirmed that they do not go over the insurance premium terms with customers when they open a new account.
  
  I find this practice to be unethical and unfair, as it leaves customers unaware of the financial implications of the insurance premium, and I believe it directly violates the principles of transparency and fair business practices. As a result, I am seeking reparations for the insurance premium payments that have been deducted from my account since 2014, as I was not adequately informed of these charges.
  
  I kindly request that RC Willey Furnishings take the following actions:
  
  Provide a full refund of all insurance premium payments taken from my account since 2014. This refund can be made via a check or direct deposit or in store credit.
  
  I believe that it is only fair to be reimbursed for these undisclosed and unexplained charges that have accumulated over the years. I trust that the Better Business Bureau will assist in resolving this matter promptly and fairly.
  
  I appreciate your attention to this complaint and your assistance in ensuring that RC Willey Furnishings adheres to fair and transparent business practices. If you require any further information or documentation to investigate this matter, please do not hesitate to contact me.
  
  Thank you for your time and consideration.
  
  Sincerely,
  
  **** *****.

  

  Business Response

  Date: 10/25/2023

  The account insurance is something you agreed to at the time of application.  All of the information regarding the insurance was on the application itself.  We will not be retroactively reimburse you for something you agreed to when you applied for credit with RC Willey.  If you would like to have the insurance removed, you can call our billing department at ###-###-####.

  Customer Answer

  Date: 10/27/2023

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

  I must emphasize my concerns regarding the insurance charge on my account. I do not recall being informed of this charge at the time of application in 2014, and I do not have a recollection of signing such an agreement.

  My main concern is that I believe there might be other customers who have encountered similar issues with undisclosed charges. During a conversation with your manager, I was informed that customers are not always notified about these hidden charges with each new purchase. This, in my opinion, is unfair and goes against what I believe should be transparent business practices.

  
  In light of these concerns, I would like to request a copy of the agreement from 2014 to review its terms and conditions. Furthermore, I still strongly request reimbursement for the insurance premium that I believe was not disclosed to me at the time of application.
  Thank you for your understanding, and I look forward to resolving this matter.

  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:10/01/2023

  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.

  Despite several attempts to resolve the issue, I have encountered significant difficulties accessing my RC Willey account, and their customer service has been unresponsive and unhelpful. I purchased a dining set from RC Willey using the finance option they provided. The agreement included an interest-free option for one item over a period of 12 months and a deferred interest option for another item over 18 months. However, I have been unable to make the necessary payment due to the company's lack of assistance and support.Firstly, RC Willey does not provide an option for automatic payments, which would have simplified the payment process and ensured timely payments. Secondly, their customer service department has been consistently unresponsive, leaving me on hold for hours without any resolution or assistance. I have attempted to contact them via phone calls and text messages, but to no avail.To compound the issue, RC Willey has removed the deferred interest agreement from my account without any prior notification or explanation. This removal has resulted in additional charges and fees being applied, which I strongly believe is unjustified.Therefore, I am requesting the following:1. Addition of the interest-free option to my account, as originally agreed upon, for the specified 12-month period.2. Removal of all late fees and interest charges that have been applied to my account due to **********************'s failure to provide adequate customer service and support.3. Prompt and effective communication from RC Willey's customer service department to address any further concerns or issues related to my account.I believe that RC Willey's actions and lack of responsiveness have resulted in unnecessary financial burdens, inconvenience, and stress. I expect them to honor their original agreement and provide the necessary support to rectify this matter promptly. I would appreciate your assistance in mediating this matter and bringing about a fair resolution.

  

  Business Response

  Date: 10/02/2023

  Below is our Financing Policy that is posted on our website as well as disclosed at time of application:

  RC Willey Financing Plans
  Below is a description of our financing plans. Look them over and choose the plan that is best for you.
  (All financing is subject to RC Willey credit approval. Some restrictions apply.)
  Premier Plan?
  This promotional payment plan is available on all RC Willey purchases over $299. The plan requires a MINIMUM PAYMENT of 2% of the principal balance (3% with ***************************** each month until paid in full. Interest accrues from the date of purchase with a 9% APR calculated on the monthly average daily balance. The plan is subject to RC Willey credit approval. Some restrictions apply. See your nearest RC Willey store for details.
  12 Months, Deferred Interest?
  This plan offers no down payment and is available on purchases over $299.00. The plan has a MINIMUM PAYMENT OF 5% DUE EACH MONTH for 12 billing cycles. On the 12th billing cycle the customer will be billed for the final principal payment. If the total balance is not paid in full by the due date, the accrued interest will be added to the remaining principal balance and transferred to the customer's Regular Finance Plan. If 2 consecutive payments are missed, accrued interest will be charged from the date of purchase at a rate of ****% per month (APR 21%) on the average daily balance, and the entire balance transferred to the Regular Finance plan. This plan requires a $2.00 per month handling fee for paper statements. Web statements are available at no charge.
  18 Months, Deferred Interest?
  This plan offers no down payment and is available on purchases over $1,999.00. The plan has a MINIMUM PAYMENT OF 5% DUE EACH MONTH for 18 billing cycles. On the 18th billing cycle the customer will be billed for the final principal payment. If the total balance is not paid in full by the due date, the accrued interest will be added to the remaining principal balance and transferred to the customer's Regular Finance Plan. If 2 consecutive payments are missed, accrued interest will be charged from the date of purchase at a rate of ****% per month (APR 21%) on the average daily balance, and the entire balance transferred to the Regular Finance plan. This plan requires a $2.00 per month handling fee for paper statements. Web statements are available at no charge.
  36 Months, Deferred Interest?
  O.A.C. The 36 month plan financing requires a $2,499.00 minimum purchase. This program requires no down payment, with a MINIMUM MONTHLY PAYMENT (2.5% of the principal balance) DUE EACH MONTH for 36 cycles. On the 36th billing cycle you will be billed for the final principal payment. If the balance is not paid in full by the due date, the accrued interest will be added to the remaining principal balance and transferred to a Regular Finance Plan (REG). If 2 consecutive payments are missed, accrued interest will be charged from the date of purchase at a rate of ****% per month (APR 21%) on the average daily balance, and the entire balance transferred to the REG plan. In-store offer only. Not available on-line. Must take delivery within 30 days. Excludes special order flooring.
  Custom Finance Plan
  This payment plan is available on all RC Willey purchases. The plan requires a MINIMUM PAYMENT of 5% of the principal balance each month until paid in full. Interest accrues from the date of purchase at the rate of ****% per month (APR 21%) calculated on the monthly average daily balance. The plan is subject to RC Willey credit approval. Some restrictions apply. See your nearest RC Willey store for details.
  Regular Finance Plan
  This payment plan is available on all RC Willey purchases. The plan requires a MINIMUM PAYMENT of 3% of the principal balance (4% with ***************************** each month until paid in full. Interest accrues from the date of purchase, and/or a balance transferred from a deferred interest plan, at the rate of ****% per month (APR 21%) calculated on the monthly average daily balance. The plan is subject to RC Willey credit approval. Some restrictions apply. See your nearest RC Willey store for details.
  ? Plans that are not available at participating merchants. These plans only apply to purchases made at RC Willey store locations.
  Definitions
  Average Daily Balance
  To get the "average daily balance" we take the beginning balance of your account each day, add any new [purchases/advances/balance transfers], and subtract any payments or credits, [and unpaid interest charges]. This gives us the daily balance. Then, we add up all the daily balances for the billing cycle and divide the total by the number of days in the billing cycle. This gives us the "average daily balance."
  Minimum Monthly Payments
  Minimum monthly payments range between 3% and 5% of your accounts highest balance until the account is paid in full. The percent used to calculate your monthly payment is based upon several factors including credit history.
  Billing Cycle
  A billing cycle is the ****** covered by a statement. The charts below will help you determine what billing cycle your plan will be transferred to your Regular Payment Plan if the balance isn't paid in full.

   

  You were late in the months of August and September which activated the following policy: " If 2 consecutive payments are missed, accrued interest will be charged from the date of purchase at a rate of ****% per month (APR 21%) on the average daily balance, and the entire balance transferred to the Regular Finance plan"

  It was disclosed at time of application and approval (01/02/23) that RC Willey does not offer automatic payment and that payment needs to be made in person, over the phone or that you can set up BillPay through whomever you bank with. You also chose and agreed that your due date each month would fall on the *********************************************************************************** not you see this statement you are still responsible for that bill each month. We also provide a 5-day grace ****** before you are considered late and after 10-days you are penalized with a late fee. 

  Any unnecessary financial burden, inconvenience or stress due to your plan with RC Willey is unfortunately not the responsibility of RC Willey. You applied, signed, fingerprinted and agreed to the financial commitment with RC Willey and were made aware of where the policies can be located as well as the policies at time of application. 

  Any attempt to remove late fees and restore your account to the interest free plans would go directly through our billing department via phone call. We understand it can be inconvenient to wait on hold, but unfortunately we cannot control wait times or traffic. There is an option to receive a call back from one of our billing associates. Their number is ************

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20680855
  
  I am rejecting this response because: this resolution is unfair. I will stop making payments until this situation gets resolve and contact my attorney to recover if any damages is caused to me. I am requesting the contact information for the legal department and the executive offices. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/02/2023

  You signed and agreed to the terms and conditions at time of application. You contractually agreed that "If 2 consecutive payments are missed, accrued interest will be charged from the date of purchase at a rate of ****% per month (APR 21%) on the average daily balance, and the entire balance transferred to the Regular Finance plan". It is strongly discouraged that you stop making payments as you owe RC Willey that minimum payment amount each month and if missed will affect your credit. 

  If you are threatening legal you will need to pair with our legal department, and this ends our conversation and interaction with you. 

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20680855
  
  I am rejecting this response because: I actually got late in payments because you did not provide the tools I needed to make the payments. At this point I am asking for a goodwill correction to continue making payments. 
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 10/03/2023

  We have provided sufficient tools and information for you to make you payment. Your payment history goes back 9 months with 6 of those 9 months being current. The excuse of not knowing how or being able to make your payment due to lack of accessibility and ease is disproved by your own payment history. It is again not advised to stop making your payments. We have provided the contact information for our billing department and if any leniency is to be granted for your late payments you will need to pair with them. Their phone number is ************. Again, all this information was given, signed and agreed for by yourself at time of application.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20680855
  
  I am rejecting this response because: this company is difficulty the payment process to charge high interests 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/26/2023

  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.

  RC Willey sold my account to a collection agency for less than $1,000 RC Willey and this said collection agency are now suing me for $4,000 on this day 9:26/2023 I called RC Willey ask them if they could send me a copy of my contract the person on the phone told me that was not possible after looking up all of my information verifying my information to then tell me that that was not possible because all of my information is no longer in the system prior to me getting this notification that I was being sued RC Willey provided the collection agency with the contract the contract that the collection agency has has all the important information blacked out so that I can't see it that's the reason why I asked RC Willey for the original copies

  

  Business Response

  Date: 09/27/2023

  You would have to call our billing department directly at ************ for assistance.  This is something that only they can assist you with.

  Customer Answer

  Date: 09/27/2023

   
  Complaint: 20661219
  
  I am rejecting this response because:that is the department that I called. They can call me or email me a copy of what I asked for 
  Sincerely,
  
  **************************; they can

  

  Business Response

  Date: 09/27/2023

  If our collections department cannot provide what you are asking for, then we would not be able to provide that.  They would be the department that would have that.  You would need to contact the collection agency for that documentation.  This is not an issue between RC Willey and you.  This is now between you and the collection agency.  RC Willey is not involved in this situation.

• Initial Complaint

  Date:09/12/2023

  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 10/13/22 I purchased a bedroom set from RC Willey. It was represented to be solid oak by the salesman. He proudly showed off the dovetail joints and the cedar lined drawers. He stated over and over " beautiful solid hardwood." At about eight months the top of the nightstand began to warp (see photo). It was then I noticed it was very, very thin veneer. Upon closer inspection of the nightstand there was a missing piece of veneer on a leg at floor level. It seems my very gentle robot vacuum ate up the piece and I did not know it. The fact that the furniture failed in this manner demonstrates the substandard, poor quality. I began to inspect the line closer and noticed a drawer warping (see photo). I noticed very, very thin veneer on all feet and top surfaces. I have attached an invoice showing what I purchased. This is the product description I copied from RC Willey website today:
  
  Ruggedly handsome with timeless good looks, the Eagle Mountain 4-piece king bedroom set at RC Willey is sure to be a cherished addition to your family's furniture collection. Sturdily crafted from Mindi veneers and mahogany solids, its finished in a rich heirloom oak that will enhance both informal and more formal decorating styles. Drawing on classic Mission design inspiration, it offers generous proportions, vertical plank detailing, and sturdy draw pulls that enhance its time-honored appeal. Includes headboard, footboard, rails, 2 twin-xl bunkette boards (for use with king mattress), dresser, mirror, and nightstand. Chest sold separately.
  
  Note: The product description and the salesman's representations are not congruent. Also, I cannot find an invoice for the dresser and mirror. I never received the mirror. I guess they forgot it? Also, I paid for their extended warranty and they cannot replace this poor quality furniture because it has been "discontinued" , so they offered to mickey mouse it and repair the veneer. NOT ACCEPTABLE!

  

  Business Response

  Date: 09/13/2023

  We apologize for the negative and inconvenience experience you have had, Unfortunately your Warranty does not guarantee or say that we will replace your furniture while parts are available, Your Warranty only covers Repairs which the Repair ticket on your account has notes that detail that all the damaged parts you have are repairable and that our Reno location is doing a good job at honoring the Warranty you agreed to and paid for you and getting those parts ordered for you. As for the comments about the Sales-rep's description we cannot issue a refund for the entirety of a Bed-set based on what may have been said almost a year ago, if you have some documentation showing the Sales-rep provided false information please submit that here so we can review. if you would like to see your product repaired you will need to continue to work with our Reno location as they work hard to honor your Repair Warranty.

  Customer Answer

  Date: 09/13/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I will accept nothing less than a full refund, so that I can purchase furniture with a company that has integrity with regard to the quality of products they sell. I request arbitration. I request the salesperson testify at the arbitration. I also have a witness that heard the salespersons untruthful statements.

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

  

  Business Response

  Date: 09/13/2023

  If you are pursuing Legal action, we are no longer able to continue this discussion with you and we will not be issuing any refunds at this time.

  Customer Answer

  Date: 09/14/2023

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

  I am not taking legal action at this time. I am attempting to utilize the BBB to mediate an amicable agreement. I am under the impression that the BBB can conduct arbitration since we can not come to an agreement. I believe this is their policy. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 09/15/2023

  In order to move forward with your request, we will require the proof that you have that the Sales-rep intentionally or otherwise gave you misleading information on your purchase that is inaccurate to the description that the Product itself has which has not been provided as we cannot issue a refund on an entire set of furniture based solely upon what you may remember from almost a Year ago. The product was clearly advertised as oak finish and not solid oak. We have done everything correctly through the warranty process and our Reno location has done good work at helping get parts to repair the damage on your product.

  Customer Answer

  Date: 09/15/2023

  
  
  Complaint: ********
  

  I can provide notarized statements from myself and a witness that the salesperson said the words “beautiful solid hardwood” five times. I invoke the BBB to arbitrate this issue and let an independent arbitrator make a binding decision as to whether I was wronged by RC Willey. 
  

  A key fact that you are either minimizing or avoiding is that the furniture is literally falling apart 8 months after it was delivered. Is this your standard of quality? If you were a customer would you be satisfied with this level of quality? Both RC Willey and your agent represented you sell quality product and stand behind them. My definition of “quality” is not falling apart after only eight months in my home. 

  Although the salesperson either intentionally or unintentionally misrepresented the furniture that is a minor issue compared to the quality of the manufactured furniture. Why was it discontinued? When? Have others complained about the quality? Surely, Warren Buffet’s image and reputation would not stand for such poor quality being sold to a customer. 
  

  I want the BBB to arbitrate this dispute. This will result in an equitable decision for both of us. If I win you will learn to select better suppliers. If you win then you will know you are doing the right things 

   

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

  

  Business Response

  Date: 09/18/2023

  A notarized document does not count as proof that the conversation took place. We would need either a text chain, a voicemail, a written statement from the sales rep from the date of purchase stating that he told you that it was made out of hardwood.
  
  
  Below are descriptions taken directly from our website stating that the product is an oak finish, not that the product is made of oak. We have also included the description from our system. The web description clearly lists the product materials. These descriptions match 100% the product tags that we have on the sales floor. This information is coming from two separate source 
  
  
  FEATURES
  3 drawers
  Mission-inspired silhouette
  Heirloom oak finish
  Vertical plank detailing along sides
  Ruggedly handsome drawer pulls
  
  SPECS
  Collection Eagle Mountain
  Dimensions 30"W x 17"D x 29"H
  Finish Heirloom oak brown
  Materials Mindi veneers and mahogany solids
  Material Mindi Veneers And Mahogany Solids
                                > > RC WILLEY < <
                          Product Information & Benefits
  
  
  Model:              *********
  Description 1...... EAGLE MOUNTAIN NIGHTSTAND
  Description 2...... XXXXXXXX CONTAINER
  Vendor/Model number 4010/NIGHTSTAND
  Suggested Retail...  730.00
  
  
  CASE GOODS                                              Benefit Record.,..: NA
                                                          Additional Info...: OK
  Size...........: 30W x 17D x 29H                        Special Order Info: NA
  Material 1.....: MINDI VENEERS AND MAHOGANY SOLIDS
  Material 2.....:
  
  
  Parts Warranty.: 1 YEAR
  Labor Warranty.: 1 YEAR
  
  
  We have also facilitated the manufacturer's warranty and are currently waiting on parts to address the issues with your furniture. Once the parts are in your furniture will be repaired. You have been reminded by our customer service team multiple times that your warranty is a repair warranty and not a replacement warranty. 
  
  
  The BBB unfortunately does not get to dictate how the manufacturer warranty is facilitated or how the issue is handled. Your product is being treated within the proper manufacturer warranty guidelines and RC Willey has provided you with updated along the way. RC Willey has also been fully transparent with what materials your product is made out of. Without the requested information (text chain, written statement, voicemail) time stamped from that date we cannot assist you outside of the  manufacturer warranty.

  Customer Answer

  Date: 09/18/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  You are failing to respond to the fact that the furniture is substandard, and the poorest quality I have ever seen. So much so, that I am concurrently filing a complaint with the Consumer Affairs Division of Nevada. This was at the suggestion of the BBB who is looking into binding arbitration for me and will contact me tomorrow regarding invoking it. 
  

  You cannot repair poor quality furniture. It will only start to fall apart again. Polishing a wrecked car does no good.

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

• Initial Complaint

  Date:08/18/2023

  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.

  Well, I purchased a Frigidaire double door fridge with bottom freezer with ice and water from RC Wileys clearance area. I THOUGHT AT $1,500 this was a great deal so I bought it. I paid for the delivery AND REMOVAL of my still working fridge FOR THIS UPGRADE!! Too bad that after ************************************************************************* Mind you, I had them remove MY STILL WORKING FRIDGE for an UPGRADE I FIGURED WOULD WORK. Now, after a full day of troubleshooting with Frigidaire, more wasted time, it still doesnt work. I WANT TO RETURN IT. HOWEVER, now I have PAID to have a WORKING fridge removed for a NEW ONE THAT DOES NOT!!RC WILLEY SAYS I AM A** OUT THERE!!!!THIS IS TOTAL C***

  

  Business Response

  Date: 08/19/2023

  Thanks for reaching out to us on the BBB in regard to the issue you are experiencing, we apologize for the inconvenience and negative experience you have been having and after taking a look at your account we can see you have already been set up and approved to have that ****** exchanged for a new one, We encourage you to keep working with the store location as you have been as that is the best and fastest way to have your issue resolved.

• Initial Complaint

  Date:08/16/2023

  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.

  RC Willey is not honoring the 7 year extended warranty that we bought to clean our chair which was stained by wine and dog urine.

  

  Business Response

  Date: 08/16/2023

     Customer Number: **********    Name..: ***** *******
     Claim Number...: *******       Status: Appd
     Date Created...: 08/06/23      By....: ***** KIM B**********
     Requested By...: ***** KIM B**********
  
  -----Inventory Order / Product Info-----  -----Warranty Order / Other Info------
     00 Order Number: ********   Line: 3       Order Number: ********    Line: 3
  Date:   10/27/20       Price:    54.99       SKU:  111465575      Date: 10/27/20

  SKU:    111465575                            VMN:  ********************
  Desc:   7YR CHAIR FAB RTB $500 TO $1K        Warranty Expires: 10/27/27
  Vendor: RCW   R.C. WILLEY                    Servicer Code:    ACHO
  VMN:    ********************                 Name: A CHOICE CARPET & UPHOLSTERY
  Ctgry:  FAB     FABRIC PROTECTION            Authorized Amt:      85.00
  Group:  FAB-7Y  FABRIC PROT                  Servicer Invoice:
  Class:  FAB     FABRIC PROTECTION            Vch #:
     S/N:                                      Chk #:
  ------------------------- Description of the Problem ---------------------------
     Claim Date=08/06/23; Problem Started: 07/27/2023; Chair; I spilled wine, dog
     had an accident; On seat
  
   This is the claim information we have.  The claim was submitted on 08/06/23.  You stated that the stain occurred on 07/27/23.  Our policy for our fabric warranties is that stains must be reported within 5 days of the stain occurring.  You can view that in the attached PDF.
  

  
  

• Initial Complaint

  Date:08/09/2023

  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.

  Bought a refrigerator in May, when they delivered it, the fan in the freezer section made a horrible grinding noise. They removed the back panel and messed with the fan for about 30 min and finally got the noise to stop. About a month later, we closed the freezer door and the grinding noise came back and wouldn't stop. Contacted *************** customer support and opened a ticket. They told us to contact ********** directly, because the Manufacturer handles the warranty for the first year, then the *************** extended warranty applies. Contacted Frigidaire and they couldn't get a tech out until the following Monday. Monday came and no one called, so I called them back. They apparently didn't have a ticket opened for us and it would be the following Tues. before they could get a tech out. Got thru the week with just the fridge side working. On the Tues. the tech comes out, finds the issue with the fan, and orders parts. 3 hours after he leaves, the fridge indicates 'HOT' and the freezer is warm, and the fridge side is no longer cold. Now I have a dead freezer, a dead fridge, and $500 worth of food lost. "We are sorry for the inconvenience isn't cutting it. Someone needs to reimburse us for the food lost and for the frustration of having to deal with this. I'm a disabled Vet and can't do as much as a normal person can. The customer service is terrible for both *************** and for Frigidaire. They don't care about their customers, they just care about their money. I want the appliance fixed within a timely manner and reimbursement for the cost of the food lost.

  

  Business Response

  Date: 08/09/2023

  RC Willey unfortunately cannot require the manufacturer to reimburse for food loss and can only ask them to expedite the service but cannot force them to. The manufacturer dictates how their warranty is handled within the first year and RC Willey can only help facilitate that warranty to the best of our ability. The only other avenue available to you would be to pair with an appliance manager at our ****** location and see if they are willing to make an exception on a return or credit. This is not something they are required to do but is something they have been willing to assist with in the past. I cannot provide the name of the managers at that location, but the operator can see who is available to work with. The ****** store can be reached at ************.

  Customer Answer

  Date: 08/09/2023

   
  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.

  I contacted the Appliance Manager as suggested.  He listened to the problem and the situation and made it clear to me that *************** cares.

  He scheduled a replacement refrigerator for delivery tomorrow morning!  Excellent response and I am very happy with the outcome!.

  Sometimes, you just need to get with the right person to resolve the situation.

  Thank ****************!  Thank you, ***************!!  You still have a decades old customer very happy!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/07/2023

  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 bought a ****************** Lift Recliner with Heat SKU: ********* Order ******** on 6/25/21 it is suppose to have a 3 year warranty I have been waiting on a part since March and today I get a text that the *** to have repaired is Oct. I would not buy anything from them and I will not be going there anymore. Their customer service and parts department is ****.THEY DON'T BELIVE IN TAKING CARE OF THEIR CUSTOMERS.

  

  Business Response

  Date: 08/08/2023

  *******, thank you for passing along your feedback about your experience. We do show that customer service is trying to help facilitate *********** through the warranty which is why they are able to get the part. The warranty is a repair, not a replacement warranty. As soon as the part comes in customer service will contact you to get everything finalized. Thank you again for passing along your feedback and we appreciate your patience with the manufacturer.

  Customer Answer

  Date: 08/08/2023

   
  Complaint: 20435122
  
  I am rejecting this response because:

  RC Wileys has been putting off repairs for the last four months and they say end of October plus they want two to three weeks to take the chair to their shop to fix. This would put the repairs into end of November if I am lucky 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/08/2023

  RC Willey has not been delaying ***********. The manufacturer certified technicians can only effectively correct your products issue with the required manufacturer parts. Once those parts are in, the technician can complete your service. As priory stated the warranty is a repair warranty and not a replacement warranty. RC Willey helps facilitate the manufacture warranty as the warranty is not ours. If the manufacturer deems that a replacement is necessary at that point an exchange can be made. They have deemed that your unit is repairable.

• Initial Complaint

  Date:07/21/2023

  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.

  The date was July 21 2023 we had our new clothes washer delivered, They said they would be there between 8:30 -10:00am that’s what we where expecting, they arrived at 8:00 am if my husband had not checked we would never have received our washer, The two men that came in definitely had let’s get in and out as fast as possible.The hot water faucet on the washer was a little harder to get of; they would not stay and try to get it off!!!! My husband tried to get them to stay and do their job, but they were out of here so fast! Not even a goodby, Now I have a new washer not connected in the middle of my family room! A old washer that doesn’t work in my laundry room and tons of laundry to do!This is so totally unprofessional!! I want this dealt with ASAP! And some talking to your delivery drivers about there job and courtesy !!!

  

  Business Response

  Date: 07/22/2023

  We apologize for the lack of courtesy provided from the drivers during your delivery and your feedback will be passed along internally for review. After looking at your order and ready the reasoning the drivers put for why they were unable to complete the install was due to corrosion on the Valve and that prevented them from installing, We can send drivers back out to make an attempt to install again and for the you are going to need to call our Customer Service team at ###-###-#### but if the corrosion still persists and second set of Drivers are not able to safely install your fridge you will need to have it repaired before any other attempts at install are available, i apologize for the inconvenience caused to you, we also encourage you to reach out to your Sales-rep as well Tyler for assistance as well on this, you can find him at: ###-###-####

• Initial Complaint

  Date:07/18/2023

  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 April 29th, 2023 I purchased a mattress from RC Willey in ******, **. My wife and I laid on several mattresses to see which mattress is most comfortable, which is hard for her to do. She is still recovering from a major back surgery. We ended up buying a mattress that the sales person helped convince that this was the best choice for her back. We got it home and my wife tried sleeping on it, but it made her back feel worse. We contacted RC Willey to let them know and they had us come down to try out other mattresses. My wife couldnt find a mattress that felt good on her back so we decided against another mattress. RC Willey has told us that if we returned our mattress then they would charge us **** dollars because they would have to sell our retuned mattress for less than what we bought it for so we wouldnt get the full amount back that we paid. This was customer service that said this. The sales rep called and told us we could exchange the matteress for another that way we get our money back. All of this was done with in the Comfort gauentee policy and we also informed Rc Willey before then that we were unhappy with the mattress. My wife has been sleeping on a blow up mattress in our living room and I sleep on the couch so I can hear her if she needs help. They said if we return it they take **** out of what would be refunded to us, but yet if we just exchange it then they credit our account for the whole price we bought the mattress for, but then if the mattress we exchange it for ends up hurting my wifes back then we end up stuck with that mattress because there is a one time exchange policy.

  

  Business Response

  Date: 07/19/2023

  100-Day Mattress Comfort Guarantee

  
  Advanced sleep research has shown it may take several weeks for our bodies to adjust to the proper support of a new mattress. If, after a minimum of 30 nights, you are unable to comfortably adjust to the support of your new mattress, RC Willey will give you up to 100 days from your original date of delivery to make a one-time reselection. If the reselected mattress is of greater value than your original purchase you will be charged the difference.

  --------------------------------------------------------------------------------------------------------------------------------------

  Above we have included our 100-Day Mattress Comfort Guarantee which is posted on our website as well as on the back of the physical order forms that are printed at our store locations. 

  The customer service team paired with our VP or ***************** and he was the one the provided the option to reselect for the full credit or return for a 30% restocking fee. He made this decision as an exception to our Mattress Comfort Guarantee in an attempt to help resolve the present issue, not in an attempt to resell the mattress. Your request for a refund has been offered, but there is a restocking fee attached if you are looking to proceed with that option. Otherwise, you can use that full credit to reselect.