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

  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:07/08/2023

  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.

  Purchased leather recliner and the motor died less than a year after delivery. RC Willey sent out a repair man who said they would order the part and get back to us when part is received. It's been 6 months and still have a broken chair. We have called and emailed customer support several times and get the run around with no follow-up.

  

  Business Response

  Date: 07/08/2023

  Hi, Thanks for reaching out to us, so after looking into your account a bit more ive read the notes about your ******* and what seems to have happened was they received only some of the parts that they had ordered from the manufacturer and tried to both re-order the missing parts they had initially asked for as well as they started to try to look internally at our other warehouse locations to see if we had some extra parts in our repair centers, unfortunately they were unable to find what they needed internally and they are still on track to get the missing parts ordered from the manufacturer, luckily those new parts were ordered back in May so it shouldn't be too far out from when those parts should arrive. if you want to speak directly to the ******* center located in the Roseville Distribution Center you'll call ************** and speak to a Customer ******* rep there, from there they can get you in contact with the ******* team or at least get communication from the service team about more details on your *******.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20290867
  
  I am rejecting this response because:  On previous phone calls I was told that the part(s) arrived but went to the ************** by mistake. They said the part would be re-routed to ********* the next day.  At this point I can't believe what they say.  It should NOT take 6 months to fix a chair that is under warranty. RC Willey is still advertising the same chair that I purchased and I am requesting that RC Willey replace the entire chair.  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/18/2023

  We have confirmed with our parts department that your part was mistakenly transferred to our **** warehouse, but that has since been located and is enroute to our ********* warehouse to complete your service. Unfortunately, the manufacturer dictates how their warranty is upheld and they have deemed that this is still able to be repaired. The warranty is also a repair, not a replacement warranty. Once your part is back in our ********* warehouse, we will be able to schedule the completion of your service. If you would like additional information or to see if there are any exceptions that location is willing to make for you, please contact them at ************.

• Initial Complaint

  Date:06/26/2023

  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.

  Wife and I bought matching recliners several months ago from RC Willey, ********, *****. We had to return them for replacements because they were falling apart. My replacement chair was delivered 3 days ago, Friday. Its rocking back and forth at lest an inch if I shake my foot. This is not a rocker recliner. This will be the ********* from RC Willey that's junk. I'm sending it back.

  

  Business Response

  Date: 06/26/2023

  We are showing that the chair you reselected into is currently on backorder, but due into our warehouse by the end of this month. Once that chair is checked into our warehouse, we will be able to schedule the exchange the piece. If you would like to reselect for something else, please contact your sales rep ***** ****** to see what is in stock and ready for delivery.

• Initial Complaint

  Date:04/20/2023

  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.

  I had my appliances ( Dryer, Washer, and Fridge) delivered in 04/2022. The 2 men that delivered my appliances to my brand new built home that I had not even lived in for 24 hours scratched and wrecked my walls, door jams, vinyl flooring, and stained carpet. The even caused scratches/dents in my brand new appliances. They refused to remove shoes or wear booties. I started a new claim with their claims department and have had 2 contractors come out. (The first company had no idea the extent of damages and actually caused more issues to fix) These companies were the ones they recommended come out. Both ended up stating they could NOT complete the work/damages. I have now got a quote from a reputable company that has agreed to finish the work correctly. RCWilley now wont pay for it. They are trying to write me off and cash me out with $500. That wont even cover even a quarter of the costs of damages. I am extremely disappointed with the customer service department and managers who refuse to call me. In almost a year nobody from you claims department or corporate has given me a call. If I could learn anything from this experience it would be to not trust this company.

  

  Business Response

  Date: 04/20/2023

  Thank you for reaching out, i have looked through some account info to locate this incident so i can better understand all the details of this scenario, could you by chance provide some documentation of the Email conversation you may have had with our ***************** or even the claim number itself, you can attach screen shots here or forward anything you have over to our email *******************************************

• Initial Complaint

  Date:04/16/2023

  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.

  Went in around November 2022 to buy a base and mattress since I got back problems and my old one wasn’t helping.
  The bed after a month or so is not what you expect it to be. Quality is not good . They reloaded it bc it was deformed after a month or 2 and now I’m back again with the same problem. Hasn’t even been half a year atleast . We paid 1000 for the mattress and 900 for the base of expecting quality. But this bed gives me more paint than the old 1 I had for many years. Don’t know what to do in this situation bc it’s not defected the bed is just not good in general since I’ve had 2 separate mattresses. Wish they could make it right . My name is ***** ********* ********** .

  

  Business Response

  Date: 04/17/2023

  We are sorry for the problems you are having with your mattress.

  You are still within the comfort exchange time limit, so will need to contact your salesman to get that set up.

   

• Initial Complaint

  Date:04/15/2023

  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.

  We purchased a GE fridge from RC Willey 12 months ago and it was delivered by them. When the fridge was delivered we pointed out to the deliverers a dent on the fridge door. RC WILLY contacted us and told us they would order a replacement.
  
  Instead of ordering the replacement, rc willey changed their mind and told us we would have to go through GE. We contacted GE and they said rc willey needs to be the one to replace it.
  
  This back and forth between RC, GE and ourselves went on for 7 months. Finally a replacement door arrived at our home. However, rc willey is again telling us we need to have GE install it, and GE is saying RC Willey needs to install it.
  
  This new round of back and forth with GE and RC Willey has continued for 5 months.
  
  RC Willey needs to take ownership for their problem, come and install the door like they promised.

  

  Business Response

  Date: 04/17/2023

  We are sorry for the problems with your door install.

  This door does need to be installed by GE or all warranties on the fridge will be voided.

  Please call the customer service team at ###-###-#### and they can write a GE service ticket for you.

  Your ticket # is ********

   

• Initial Complaint

  Date:04/15/2023

  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.

  I purchased a washer and dryer with a 10yr warranty on them , in Aug my washing machine started having a problem i called they wanted me to sign up for a monthly service then they would sent out someone to fix it , along with that it would cost me the part and the fee for however long the service man was at my home , I and elderly and on a fixed income I bought them with a 10 yr. warranty its only barley 6 years old, i consider this false advertising it even has it on the washer and dryer. please help me for i am still without a washer.i had a man that use to work for sears look at it he and listen to it he said it needs a new pump ...

  

  Business Response

  Date: 04/17/2023

  After reviewing your order from 2016, I was able to find information that both the washer and dryer have limited parts warranties from the manufacturer.  For any service, you would need to contact Maytag to arrange that and there most likely will be labor charges involved in that.  The washer information does state that the limited parts warranty is for the drive motor and wash basket.  Anything else most likely is not covered and would have parts costs involved.  I would recommend contacting Maytag at ###-###-#### for assistance with their limited warranty.

• Initial Complaint

  Date:04/07/2023

  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.

  I bought 2 leather sofas from RcWilleys about 3 years ago with a 5 years extended warranty. per the salesman: if any happens to your sofas, damages, cracks, or kids write or pokes holes in them, we will cover cost to fix or replace it. last month, March 2023, I called RcWilley about the sectional sofa discoloration and I can see it start to crack etc. they did send out a guy to look and take pictures of it. next few days, they called and told me all this is not covered and there is nothing they can do. she emailed me a copy of their leather warranty etc but that's not what the salesman had told me. they offered to reschedule another appointment for the repair guy to come out again to look at my sofas again but nothing has changed on my sofas. my complain is why do they teach their sales reps to tell or say such to customers and they don't hold up their words of warranty and what is the point of buying the warranty? what does it really cover? probably covers nothing but free money to the company. I paid $500 for my 5 years warranty. please help or advise me. thank you

  

  Business Response

  Date: 04/10/2023

  I have reviewed the tech's notes, and you were denied warranty service due to "Abuse".

  The warranty clearly states ink and paint will not be covered, as well as the holes in the leather.

  If you believe the salesman mislead you, you can reach out to them at the store for a resolution.

   

  Customer Answer

  Date: 04/10/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Omg!   I just read the response indicating ABUSE?!!    This is absurd since there's no ink or such writings of any type on my sofas.    I requested RcWilley repair my leather sofas due to leather starting to crack.    I never called them about any sort of writings or marks on my sofas.   I called due to very tiny leather cracks and I did not it to get worse.    The accusation word ABUSE and such fabrications such as writing from such a big company as them is ridiculous!   This has made me think further more about their tactics of trying to get out of their warranty as they have promised their customers!   
  
  Sincerely,
  
  **** ****
  

  

  Business Response

  Date: 04/11/2023

  If you don't agree with the technician's evaluation, you can contact us at ###-###-#### and set up a new inspection.

• Initial Complaint

  Date:04/04/2023

  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.

  It started when I bought my couches. The salesperson looked me in the eye and stated that pet damage was covered under the warranty. That was one of the main reasons I bought those couches. I have since been informed this is not true.Then the zipper on one of my cushions broke. No clue how. It happens sometimes. They were supposed to replace the cushion cover and inserts. The first time they came out they brought the inserts, no cover. Okay fine. The second time they came out the poor guy had no clue why he was here. He managed to add a few screws to the squeaky arm and told me to get some foam to help the bowing. No cushion covers.I've since called customer service and been informed that they don't even replace the seat decking. I have a written quote for it. I was also informed that they never ordered my cushion covers.I've been dealing with this for months. I get empty apologies and no resolution. No one takes responsibility. I am constantly told "I'm sorry they told you that but we don't do that". I still have no idea when my cushion covers will arrive. If they ever decide to order them.I have spoken multiple times with ***********************. Her stories keep changing. She put me in touch with the manufacturer ***************************** designs saying that if they gave me a return authorization she would honor it. ***************************** told me they're not even supposed to speak with me and they've never gotten a return authorization from rc willey. Everyone I speak to has blamed the manufacturer and offered no solution other than sending someone to look at it. I want a return credit on these couches. I'd like to exchange them for something that won't fall apart on me. Order number ******** Visit 1 2-14-23 Visit 2 3-17-23 Visit 3 3-31-23 Visit 4 4-7-23

  

  Business Response

  Date: 04/05/2023

  Thanks for reaching out, ive gone over the details of your account and the service ticket associated with it. So i do see that your sofa and loveseat on account ********** were exchanged and what remains is the Sofa, Chair and Ottoman purchased on account **********. We are currently working with the manufacturer to see if we can issue a Return Authorization for the that second set, but due to the Pet Damage it may be unlikely they will authorize that, Which without that we do not have the authorization to issue and exchange or return due to Pet Damage. we apologize that you have been mis-informed about our Pet Damage policy but if you want a resolution outside of what our ****************** can authorize you will need to talk to the store and their management to see if they can issue a return for you. We apologize for any inconvenience this has caused you, here is a contact for the South Salt Location: ************ which is where the original purchase was made

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19895700
  
  I am rejecting this response because: I have spoken directly to the manufacturer. That have made it abundantly clear that the discretion for return is in RC Willey's hands. The couches don't need to be returned to the manufacturer. 

  As for the pet damage there is enough wrong with these couches by way of manufacturer defect to warrant a return. I have had these couches for 7 months. They should bot be falling apart the way they are. 
  I have spoken with the *************** store and I have been unable to get in touch with ******* for a week. 
  Sincerely,
  
  ******************

  

  Business Response

  Date: 04/05/2023

  Our return and exchange policy only lasts for 14 days after the date of delivery, after which any potential returns and exchanges have to be authorized by the manufacturer via a Return Authorization, This is our standard company wide operating procedure with all of our manufacturers. Since the product has Pet Damage which is not covered by RC Willey or the Manufacturer, unless the manufacturer wants to make an exception, we cannot issue a return and can only arrange service and have you for the parts that were damaged by the Pets. 

  Customer Answer

  Date: 04/12/2023

   
  Complaint: 19895700
  
  I am rejecting this response because:  they are not honoring representations given to me at the time of purchase, which is why I bought the couches to begin with. A repair person came out and has now noted the bowing in the sofa and chair. We are currently determining with the service department how to proceed in light of their refusal to accept return of the purchased items. This complaint needs to remain open pending a determination of whether the service department will be able to adequately address the multiple problems we have with the Furniture. 
  
  Sincerely,
  
  ******************

  

  Business Response

  Date: 04/13/2023

  At this time, Return or Exchange of the furniture is not an option. We would require proof of the incident that occurred where you were told that Pet Damage would be covered by your salesperson, until then it is one persons word against another persons word and at that point we can only reference back to the established warranty policy the manufacturer and RC Willey must follow when issuing repairs. We have offered to provide service to fix the damage for the parts of your furniture that still is covered under warranty by bringing parts into our shop as well as repair the parts of your furniture that was damaged by your pet as long as you are willing to pay for the required parts. if you are seeking a resolution that is outside the dictated manufactures warranty you will need to contact the store you made the purchase and talk with your sales rep, if you are looking to move forward with the service you were offered please contact the service department to move forward with the repair options we are handling for you. If you would like to keep this complaint open that is fine but we are required to continue to respond to your complaints in a timely manner.

• Initial Complaint

  Date:04/02/2023

  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.

  4/1/2023 Incorrect billing RC Willey account ************************* **********-Statement received 4/1/2023 showing a balance due of $3366.41. The purchase was made on our **** .The order #******** for merchandise purchased on 2-27-2023 was cancelled on 3-1-2023 documentation of phone call with Contorar or Condura 8:25 am, 3-1-2023. Contorar or Condura noted the amount of $3366.41 would be charged back to our **** Account. Per the documentation of our **** account below. This was done, the $3366.41 was credited back to our account...The merchandise should NOT have been placed on an RC Willey credit account ********** at the time of purchase Feb 27/2023. This must have been done in error as we authorized & signed for the merchandise to go on our **** of America **** . This was double billing, 1 to our **** Account and the 2nd to the RCWilley account for the never received cancelled order.We DID NOT authorize the merchandise to be placed on our RCWilley account!. An account was opened or reopened with RCWILLEY without our permission.The purchase was completed with our **** of America ****.We never received the merchandise, order #******** ,-checking RC Willey records will confirm that no delivery of merchandise, was made to our home during the months of February or March 2023 and there will be no record of us signing for this merchandise we did not receive.4/1/2023 we received a statement with this erroneous billing.1. showing a new balance of $3366.41 with a minimum payment of $101 due by 4-15-2023. This is very upsetting..2. On pg 2 of the statement it shows a transaction reference AP12103672 payment reversal of $3666.41.3.. But towards the bottom of attached pg.2 Statement it shows a $2404.58 balance subject to interest rate. (where did that $$$ come from?Documentation **** **** of the purchase and reversal of order. CAN BE PROVIDED We are fearful that failure to resolve this matter by payment due 4/15/2023 will hurt our credit rating.

  

  Business Response

  Date: 04/03/2023

  I have looked at your account and see what the confusion is.

  The order was pulled from delivery, but not cancelled.

  I can delete the entire order for you. 

  I double check, you want order #******** completely cancelled?

  You have not been charged anything as of yet.

  As soon as you get back to me, I will complete tis situation.

   

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19887595
  
  I am rejecting this response because:

  1. There is no contact # or email for the person saying they will cancel the order and the charge was erroneously made and placed on an RC Willey Credit Account..

  I want more information on how this charge, DOUBLE billing  was put on the RC Willey account WITHOUT  our permission  since the charge was 

  put on our **** account and then credited when the 3/1/2023 at 8:25 am Pacific Standard time , call to Contura at RC Willey was made. Obviously, the order was cancelled since

  there was a credit to our **** Account as our copies of our **** of ************ account was provided.

  2.  It should be a simple matter to go ahead and cancel the order  #******** since the order # was provided to check and see that no delivery was ever made.
  

  3. I want written verification, an amended statement from RC Willey credit   that the charge of $3366.41 has been removed and that there is zero (0) balance on this unauthorized charge..

  4. We frequently travel and if we were on away for an extended period this unauthorized charge would have been missed and no payment made causing our credit score to suffer.

  Thank you for your follow up.

   

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

  

  Business Response

  Date: 04/03/2023

  I apologize for all of the confusion.  When your card was refunded, the money you had paid on the order was not removed from the order and moved to the account and that is why it was showing a balance on your account.  I have gotten that resolved and the money is no longer sitting on the order, and it has cleared all charges to your account.  You do not owe anything and your order has been cancelled.

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19887595
  
  I am rejecting this response because:
  
  
  

    

   1. No contact email or phone #  information is given for the representative of RC Willey that would be documentation of the action  cancelling the order. This is needed for our records.

  2.I need a  statement that the erroneous, double billed charge has been removed from the RC Willey account with date of removal.

  3.Obviously if the order had not been cancelled we would have still been billed 2x 1 on our **** account and 1X on the RC Willey account.

  So there is a major problem here of double billing that needs acknowledgement for customers that pay using a ****.

   4. . I need this documentation, RC WILLEY WITH CONTACT INFORMATION of the person taking the action   to compose and to send  a priority  U.S. Postal mail to RC Willey credit 

  with a copy of the response from  RC Willey with the erroneous charge that was placed on our RC Willey account WITHOUT OUR PERMISSION.-I will include a copy of the erroneous

   credit statement from RC Willey in this priority US Postal mail.

  While this action may remove the erroneous credit charge it still does not address the double billing which I believe needs to be escalated to management which may involve further training for employees or addressing

  a systems problem with IT processing of order.

   

   

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

  

  Business Response

  Date: 04/03/2023

  You would need to either call our billing department at ************ or go into your preferred RC Willey location to receive your requested physical documentation. 

  Customer Answer

  Date: 04/03/2023

   
  Complaint: 19887595
  
  I am rejecting this response because:

  I believe to avoid   potential damage to our credit rating that a written response is needed to this complaint  by the RC Willey person providing this information.

  Obviously this matter needs escalating to management as I continue to request:

  A name , email contact address and position of the person providing this information is needed for our documentation. Otherwise, anyone could be providing this info,

  even someone not associated with RC Willey.

  We should not be required to take further action for this documentation by calling RC Willey Credit or  going to the local RC Willey store.

  This feels like a round around asking us to do so

   

  We still believe that a MAJOR ERROR  occurred in the processing of this transaction, double billing.  Management needs to be involved and the matter escalated with information

  on how to contact the *** of RC Willey to insure management follows up. This escalation to management is mitigation to avoid other customers of RC Willey being double billed as we were.

  WE DID NOT GIVE PERMISSION for the purchase that was paid by our **** to be rolled over to the RC Willey account and our excellent credit jeopardized!!

  An apology and acknowledgement is needed BY RC WILLEY with a name and position of the RC Willey person doing the acknowledgement provided
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/31/2023

  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 February 21, 2023, my family went to RC Willey in Layton, Utah. We went knowing they were having a Presidents Day sale on items. Our current bedroom furniture set was completely falling apart so we went in search of a new set. Considering how the cost of living in Utah is outrageous and we are military we thought we would get the best rates at RC Willey. We were met by a sales representative named Susan. She was nice and showed us a bedroom set that was discounted because they were going to be discontinuing stock of it. We took a look at it and immediately loved it. We ordered it and it was close to $3000 in cost. We had to wait for delivery of course and the day they delivered the men built everything and brought it all in. Before I could check anything thoroughly, they ran out of the house pretty much. So I went and checked and noticed issues with dings, cracks, not being built correctly, etc. I immediately reported it to Susan and the fixes were reordered. This happened 3 times and each time the items came the same way. Either dinged up, cracked, or not built correctly. I notified Susan of the issues each time and asked for new items. The last time was the fourth time. Susan told me they could deliver the items from SLC to Layton and have her managers and herself double check and triple check the items before delivery. As I had to miss work 4 times at this point due to there problems with delivery. I asked Susan the day before delivery if anyone double checked the items and she notified me they did not and haven’t. She did not either. So they delivered the next day with the same issues and here I am missing work again. At this point I was furious because Susan told me they were not getting anymore ordered and they could come and take my furniture and give me a full refund. However, that puts me out of furniture. So I called the manager, Makayla and notified her of my issues and asked to make a deal. The deal was to refund us $500, which I felt was fair as the furniture was not considered new. They were defective and damaged. If they came to get the furniture, they would resell them on clearance for discount too. The other stipulation was to have them send their tech guy out to fix the current furniture. Those were literally the only two things we asked for. Which we felt was fair. Makayla was very sweet and she totally understood the situation. She said she would do the same. Literally every person we talked to at that business said they understood and wouldn’t settle either. So Makayla had to turn around and ask her Department General Store Manager, Dan W*****. He turned around within seconds and completely turned our request down. He stated he would only do one or the other. His options were to refund $500 and get no tech or exchanges. Or only get the tech and exchanges (mind you- they had no exchanges available as they stated numerous times). I explained to them our situation and we are military. This is terrible customer service. They didn’t want to fix what they did. I think all our exchanges showed numerous times we were trying to let them fix the issue but then they told us they had no more and we were out of options. Terrible customer service to a family living in this financial crisis as well as being veterans. Beyond disappointing!

  

  Business Response

  Date: 04/01/2023

  Thank you for reaching out, i have gone over some of the info in your account and looked through the pictures you have listed and i can see some of the minor defects in the wood that you are describing. When we have customers receive furniture that have arrived with damage from the manufacturer either because of something happening on its arrival to our warehouse or some other circumstances we generally offer to replace or repair the furniture, by either exchanging the set for new version of that set or we can sometimes have customers reselect for a different set/brand entirely, another thing we can do is offer a KAS (Keep As-IS) Allowance this is as customer saying that you are okay with keeping the furniture knowing that there are flaws in it for Money back on the purchase. Once you elect to keep said furniture via a KAS we would have to charge money on any future repairs on those defects you have taken an allowance for. if you are looking to repair your set without paying out of pocket you are going to need to continue working with the store and their management and discuss options they may be able to provide that i cannot authorize here

  

  Business Response

  Date: 04/03/2023

  Dan W***** is the general manager of the Layton store.  What he said is correct.  You either get the money back to keep the product as it is or you can have service go out.  You have received the $500 back to keep the items are they are.  If you would like to have us arrange for our service technicians to go out, we need to get that $500 back because you would then NOT be keeping the product as it is.  You would be having service go out to fix the issues.

  Customer Answer

  Date: 04/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that is ludicrous and inappropriate. I will not give you 500 back as the items are not new and I did not shop the clearance section. I would however, prefer someone to come out to fix the items. 
  
  
  
  Sincerely,
  
  ******** ******