Complaints

This profile includes complaints for R.C. Willey Home Furnishings's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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R.C. Willey Home Furnishings has 20 locations, listed below.

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  R.C. Willey Home Furnishings

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

  
• 

  R.C. Willey Home Furnishings

  256 S 5500 W Salt Lake City, UT 84104-6000

  
• 

  R.C. Willey

  6636 Lonetree Blvd Rocklin, CA 95765-3737

  
• 

  RC Willey Home Furnishings

  3301 E Lanark St Meridian, ID 83642-8905

  
• 

  RC Willey Home Furnishings

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

  

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

• Initial Complaint

  Date:03/30/2023

  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's incorrectly installed our new washer. They reversed the hot and cold water lines which resulted in delicates being rinsed in hot water. As a result the shrunk and we irreversibly wrinkled. We filed a claim with RC Willey who offer $500 on a $1820 loss. They were provided pictures of the the damaged clothing showing the labels. We don't have the receipts for everything but advised them to simply ****** the labels to confirm the cost which they declined to do. They wanted pictures of the two water lines that were incorrectly installed which I changed so we could continue to use the washer. What a picture of two hoses would do to prove is a mystery to me. I got the impression that were simply looking for some reason to deny the full claim even though the pictures are conclusive proof that they were rinsed in hot water (with the controls set on "cold rinse".

  

  Business Response

  Date: 03/31/2023

  Can you please send me your order number and I will look into this issue for you.

• Initial Complaint

  Date:03/25/2023

  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.

  Bought a couch in 2019 with warranty, the wood behind the couch broke in 2022, and called to get it fix, at that time they sent out a technician and they told me it will be able to be fixed without a cost. I have been waited for months and been calling customer service and ask when they are going to fix it cus i don't want the couch to hurt my son. 11 months later March 22, 2023, a handyman claimed he is from *************** and came to fix my couch without a cost. Once he opened the couch, the pieces they used ended up to be split pieces, the handyman told me that he wont be able to fix it today and have to tell *************** that there are more wood needed to be fix instead of the one broken one. I called customer service of ***************. The manager team and the customer service agent ******. They told me i have to pay $375 to fix the couch when the couch only cost $670. They said if i dont pay they are not going to fix it and told me the warranty i got is only for fabric, which they did not tell me 11 months ago. 11 months ago, they told me there is no fee i need to pay, 11 months after they told me i have to pay $375 because of the 2 nd opinion which is not suppose to be a second opinion, he is here to fix my couch on March 22nd, 2023, which is 11 months after the my first service call. And they charged me $60 for someone to come out last year.

  

  Business Response

  Date: 03/27/2023

  I have reviewed your account.

  You purchased this sofa on 4-11-23. 

  Your item has a lifetime warranty on the frame, but only a 1-year warranty on service.

  We will replace the broken pieces without charging you for them, but you will need to pay for the service call.

  I have updated the notes on your account.

• Initial Complaint

  Date:03/21/2023

  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.

  Great prices, but heaven forbid there is something wrong with your item good luck! Bought the couch in Sept 2022, Feb 27th My electronic recliner stopped working with one side stuck up, It's been over a month and still nothing, went into the store several weeks ago they said i was on schedule for march 16, 17, 18 well those dates came and went. Nobody calls and today was told it not worth it for them to come up to fix it. Never again will I buy from this company that has a total lack of customer service and I still have broken couch!

  

  Business Response

  Date: 03/22/2023

  I am sorry for the problems with ***********.

  I have reached out to the **** store manager to look into this.

   

• Initial Complaint

  Date:03/21/2023

  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.

  Refrigerator temperature stopped completely working and all the food in it went bad. A total of $200.00 or more of groceries and meat needs to be reimbursed.

  

  Business Response

  Date: 03/22/2023

  we are sorry that your fridge stopped cooling.

  I see you purchased the extended warranty, and you are a member of Blue Rewards.

  This means you qualify for the "Enhanced Warranty", which does have a food loss allowance.

  Please call the customer service team at ###-###-####, and they can get the allowance and extended warranty written up for you.

  Customer Answer

  Date: 03/22/2023

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

• Initial Complaint

  Date:03/13/2023

  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 bought a couch through RC Willey in the clearance section about 6 months ago. The couch was broken in transit to our home, so they gave us a brand new couch of the same model. Within 90 days of owning the new couch, it had broken in the same spot it did during delivery. We contacted RC Willey customer support for a warranty call, seeing as the couch was new. Only to be told because we got the couch on clearance price it wasnt covered, and we had to pay $90 to have someone come out and look at it. Since that time, we have waited almost 2 months with a broken couch because the technician didnt come out and no one called us. We called RC Willey and left a message, and they finally called back and rescheduled for another 3 weeks out. We will not even be at the same address at that point as we are moving. The fact they didnt honor the warranty on a new couch, the timeline for a technician to come out, and the fact we had to pay for it is absolutely unacceptable business practice. We have shopped at RC Willey for years, but this was the last straw and we will no longer conduct business with them either online or in store.

  

  Business Response

  Date: 03/14/2023

  *****,

  If you could please provide us with your account or order number we will look into this issue for you.

   

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19592084
  
  I am rejecting this response because: I am adding my order number for the business to further look into my inquiry. The number is #********.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/16/2023

  I just heard back from the **** store, they told me that the servicer has been in contact with you.

  Is this true? If not please respond back.

  I do apologize for the lengthy time in getting a servicer out to you.

   

   

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19592084
  
  Yes, they got in contact with us yesterday a week after they were supposed to show up. We were given no call prior to the no show from your company. Only after the fact did they tell us they got sick. Now its another 3 week wait and well have to move with a broken couch due to the terrible service weve been provided by your company. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 03/16/2023

  We can understand your frustration, but we unfortunately have no control over an individual's ***** nor can we force someone to work when they have COVID. Your warranty is a repair warranty, not a replacement warranty and at this time the manufacturer is still requiring service to be done. If you would like to see if the **** location would like to make any exceptions for your and your situation that would need to go directly through their service manager. 

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19592084
  
  You understand my frustration? Do you currently have a broken couch? And since when did you have to pay for a service if something is under warranty. Your service has been less than satisfactory and the responses I am getting on here show that this is a top down business issue. Take care of your customers and theyll return, with that being said, myself, not anyone in my extended family will be utilizing your business again. There are other furniture stores in **** that have better customer service and actually respond to calls and deliver on time with our furniture 

• Initial Complaint

  Date:03/07/2023

  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.

  Fall on 2021 we purchased a recliner sofa set from RC Willey. In September 2023 one of the recliners broke, the item was still under warranty. When we initially called to report the issue, RC Willey offered to send their repair person to our home to make the necessary repairs. Late October, 2023, the repairman came to our home and determined the mechanism failed, he would have to order a new part. In January when following up on this part we were told the part was in but a 3rd party repair firm would be the ones handling the repair. End of February the repair firm called and scheduled us for March 2nd. Repair firm was a no call, no show. On March 3rd, I called the customer service department at **********************, reaching the UT HQ who attempted to reach someone at the Reno store, after several minutes the representative offered to make sure someone from the Reno store would call me back. No one called. On March 6th, I called the Reno store - spoke to ************************* who said only option to wait for repai,r that he would have them call us. Going in to our 7th month with a damage sofa that was under warranty with no resolution in sight. I told ******* we no longer wish to wait we want a new sofa. He said that was not an option again repeating that the only option was to wait for a repair some time- oh but he could provide a loaner. I asked to speak to his supervisor, he said she was likely going to tell me the same thing, I asked again to speak to his supervisor- he placed me on a brief hold and then came back to inform me she was busy. I asked him to have her call me. I tried reaching out to the 3rd party repair firm- no answer and couldn't leave a message because the mailbox was full. As of today March 7th at 1:53 PM I've heard nothing. I tried the repair firm again- and was able to leave a message. I am super disappointed in the level (lack there of) of service we have received. We have been a loyal customer of ********************** for several years spending over 10K in that time period. We have been more than patient! It's been long enough! We want a replacement sofa.

  

  Business Response

  Date: 03/08/2023

  So after taking a look at your account and service ticket i can see ***** from **** attempted to contact you on 03/07/2023 and provide a direct line of communication to her. in regard to exchanging the sofa and the warranty, while your product is under warranty, that warranty only covers repair not replacement, unless the servicer or manufacturer deems the problem a defect in the furniture or unrepairable we cannot issue an exchange for this product, if you would like to continue seeking that option you will have to conitnue contact with the store location to see whether or not they have that option available.

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19553384
  
  I am rejecting this response because:

   

  I've received no messages from *****. As I understood the warranty it was repair or replace. The repair person that inspected the item stated it was a mechanical failure.  We purchased this item from RC Willey and expect you to make it right.  Again we have be more than patient and we expect your firm to step up and honor your commitment! 

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

  

  Business Response

  Date: 03/09/2023

  After conversing with our **** customer service manager, we were informed on 03/07 around 12:30 ******** left you a voicemail. She stated that you had called her back and left her a voicemail, and then later that day she attempted to call you again and was not successful in being able to speak with you. ***** from the **** service department spoke with **** from DJFR and **** informed us that he spoke with you on 03/08, let you know that the part is in, and had rescheduled your service appointment. ******** also reached out on 03/09 to inform you that you also have the option to have the product brought in and have our repair department repair your product and could be picked up as soon as 03/15. She is waiting to receive confirmation from you on how you would like to proceed. 

   

  As far as the warranty goes it is a repair, not a replacement warranty. It has never been disclosed that it is one or the other. 

• Initial Complaint

  Date:02/23/2023

  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.

  I purchased a refrigerator brand new for $1646.38 which included a 3 year protection plan i paid $119.99 on April 28, 2022. I went shopping on 2/17/2023 and spent $500.00 on groceries. My fridge quit working that evening. I immediately filled out a warranty claim and sent an email to rcwilly. On Monday I called them and they did have somebody that could come out to help me the following day but I received a call back that I needed to call whirlpool directly to get help. They couldn't help me until Thurs. A man came out told me what was wrong that he didn't have the part and would be back next tuesday or wednesday to fix it. Wednesday night i text him and asked what happened he told me he would check on the part and get a hold of me in the morning. The next morning he said the part would be in late the following day and he would be in my area next Monday. I said i would have appreciated knowing this before I took 3 days off work but yes I would take Monday off as well. Very frustrating they had a repair person willing to come out sooner and made me call whirlpool. I wonder what the protection plan I paid for is. My year warranty was not up so I guess that's how they decide. Out a few hundred dollars in food and 4 days of work for purchasing a new fridge. The funny thing is I got a letter in the mail asking if I wanted to pay $95.00 for an extended warranty. Thought I was protected for three years. Makes me want to give the fridge back and go buy one used. Probably last a lot longer and they come out within 24hrs to help if you need it. Thanks rcwilly and whirl pool. I mean at least you could narrow down the time you will arrive and not say you will be here a certain day and just not call or show up. Account #**********

  

  Business Response

  Date: 02/23/2023

  The manufacturer covers all services through the first year of purchase. This is explained in Our Pledge of Protection on our website as well as warranty paperwork. This states "The pledge of protection extends the manufacturers warranty for the period of the pledge. Anything covered under the manufacturers warranty is covered for that time period. Exclusions generally include disposable items like batteries. Naturally, damage caused by misuse or abuse is not covered". Your product was delivered on 05/03/22 and your warranty through Whirlpool ends on 05/03/23. Any type of service or compensation for time would go through them. If you would like to cancel your extended warranty and have that refunded, please contact our extended warranty department or customer service and that can be done. Whirlpool's extended warranty and RC Willey's extended warranty are two separate programs and Whirlpool was trying to sell you their protection plan. 

  Customer Answer

  Date: 02/24/2023

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

• Initial Complaint

  Date:02/18/2023

  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.

  I purchased a lot of furniture from this store. It is all good except for a dresser that is defective. I had a technician come out and they said they would order a new drawer. It never came and in the meantime another drawer is broken. I have clothes all over the floor and they will not return my calls. I have attempted to contact them at least 10 times. I said Id like a new dresser. Now I want my money back.

  

  Business Response

  Date: 02/20/2023

  I have forwarded this the customer service manger, *****************************, to contact you with options.

  Look for her to reach out to you.

   

• Initial Complaint

  Date:02/15/2023

  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 an ** OLED ** and did so because it had a new ATSC 3.0 tuner. This was an expensive purchase and was made *** make sure I had a tv with the proper specifications to be able to receive the new ****************** signals being broadcast. Its been slightly over a year now and the ** will not properly decode ATSC 3.0 signals. There is a design defect in the tv that is causing it to not perform as advertised. RC Willey wont allow me to return it and offered to sell me a new ** at a discount. This is unacceptable as Ive spent 10s of thousands of dollars and Im been sold a bill of goods that doesnt work. I waited over a year, because firmware updates were supposed to fix the problem, but they never did.

  

  Business Response

  Date: 02/15/2023

  Hi *****! I am showing that your TV was purchased in May of 2021 and no extended warranty was purchased for the *** Your manufacturer warranty ended in May of 2022. We recommend calling our ********* store at ************ and speaking with your salesperson or their manager to try to troubleshoot the *** You can also contact ** at ************ to speak with them about troubleshooting as well.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19409471
  
  I am rejecting this response because:

  After talking to *** several antenna manufacturers and ******** broadcasting here in *********. It has became ******* clear that this is a design problem with the ** since day 1. The ** was sold on the fact that it has ATSC 3.0 tuners, but they dont work.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/15/2023

  This does not change the fact that you are outside of the manufacturer warranty, did not purchase an extended warranty, and two years has transpired since you made your purchase. RC Willey has a 14-day return or exchange policy. If it was a manufacturer defect that existed from day one and you called during your warranty period, the manufacturer should have taken care of you. If they did not that needs to be addressed with them. If the issue existed from day one and was not addressed till now unfortunately there is nothing RC Willey can do from our end. We can only help facilitate the manufacturer warranty or if the product is under the extended warranty.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19409471
  
  I am rejecting this response because:

  I had no way of texting during the warranty period because Nextgen Content was not able to be received in the beginning, because it was new and just now going mainstream. I spent money with RC Willey, because I incorrectly assumed they would make things right if problems occurred like ****** does. So now Im stuck with a bill of goods.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:02/10/2023

  Type:Delivery 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 an adjustable desk in Aug 2022 and it was delivered without the motor and electrical devises. They told us they could order them and it would take two weeks, then two more weeks and this continued every two weeks. It is now the middle of February 2023 and still no parts. They did drop off a cord that we already had, but we are tired of waiting. They now do not have a record of this desks information to order the needed parts. We just want them to pick up this desk and we will get another desk.We have another desk just like this desk at our home so we will transport that desk to our office and they can take this desk. They have no communication, no information and now want us to do their job.Very dissatisfied.They could replace this desk with a regular desk and bring the one from our home when they deliver the new desk and put the old adjustable desk in our office when they take the new adjustable desk back to their store.

  

  Business Response

  Date: 02/13/2023

  Our records are showing that you have an exchanged for your desk written on 02/11/23 and that the delivery date is scheduled for 02/18/23.  No further action is required on our end.

  Customer Answer

  Date: 02/14/2023

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