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RC Willey Home Furnishings
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3.8 57 Reviews

RC Willey Home Furnishings Complaints Summary

39 Resolved
18 Unresolved
Our verdict: With a good resolution rate, RC Willey Home Furnishings generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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RC Willey Home Furnishings reviews & complaints 57

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8:38 pm EST
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RC Willey Home Furnishings termites, selling used bed as new

Hello,
After buying 3 major appliances, an entertainment center, a tv, a bed, and more they also sold me a chest of drawers with! Termites! In it...
I soon discovered the evidence, and immediately contacted rc willey. Someone came out to inspect and determined that the droppings were from opening/closing the top drawer! (after I saw the evidence, I cleared out the drawer and had no reason to open it, because it was too disgusting). But the evidence kept magically increasing.
I tried a second time to get someone out to inspect as by now, there was some hefty munching taking place. And — I don't ever open that drawer except to check new evidence; it's too gross... Termite droppings are really excrement...
On the next attempt to get rc willey to come out to inspect — this request was made in person... I was shifted from one person to another, the classic run-around and finally, an appointment was set up. Within a few days, rc willey called to cancel.
After just discovering this and other similar websites and reading through the vast list of rc willey complaints — substantial complaints, I am so glad that there is a way to make public such gross mistreatment of customers and moreover rc willey's shady business practices...
Surely, this is a health issue. I will have an entomologist inspect the droppings. They accumulate rather quickly.
If this violation were not enough, rc willey sold me a bed represented as new, when in fact, it was used and returned. (separate report). E9
In advance, thank you for your attention
To this matter. (photo of the termite infestation included)

Unless and until customers report and demand fairness, companies like rc willey will continue to dupe and cheat consumers.

Rc willey termites in chest of drawers

Rc willey

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I WISH THAT I COULD REMOVE THIS COMPLAINT AND HAVE TRIED TO DO SO SEVERAL TIMES. R C WILLEY RESOLVED THIS ISSUE ENTIRELY.

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RC Willey Home Furnishings termites, selling usedbed as new

Hello,
After buying 3 major appliances, an entertainment center, a tv, a bed, and more they also sold me a chest of drawers with! Termites! In it... I soon discovered the evidence, and immediately contacted rc willey. Someone came out to inspect and determined that the droppings was from opening/closing the top drawer!
I tried a second time to get someone out to inspect as by now, there was some hefty munching taking place. And — I don't ever open that drawer except to check new evidence; it's too gross... Termite droppings are really excrement...
I tried a second time to get rc willey to come out to inspect — this request was made in person... I was shifted from one person to another, the classic run-around and finally, an appointment was set up. Within a few days, rc willey called to cancel. After just discovering this and other similar websites and reading through the vast list of rc willey complaints — substantial complaints, I am so glad that there is a way to make public such gross mistreatment of customers and moreover rc willey's shady business practices...

Surely, this is a health issue. If need be, I will have an entomologist inspect the droppings. They accumulate rather quickly.in advance, thank you for your attention
To this matter. (photo included)

Unless and until customers report and demand fairness, companies like rc willey will continue to dupe and cheat consumers.

Rc willey termites in chest of drawers

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RC Willey Home Furnishings help! termites!

Hello,
After buying 3 major appliances, an entertainment center, a tv, a bed, I need to buy another bed. I have considered this firm, but they also sold me a chest of drawers with bugs in it; termites, I believe. I discovered the evidence, rows of sawdust, and immediately contacted rc willey. Someone came out to inspect and determined that the sawdust was from opening/closing the top drawer. (the other 4 drawers are unaffected.) I was brushed off as though I had made this up.
I tried a second time to get someone out to inspect as by now, there was some hefty munching taking place. And — I hardly ever open that drawer; it's too gross.
They made the second appointment, then called to cancel.
I would like to be taken seriously. Surely, this is a health issue. If need be, I will have an entomologist inspect the droppings. They accumulate rather quickly.in advance, thank you for your attention to this matter. (photo included)
Photo enclosed

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Update by blvnyrslf
Dec 15, 2010 5:14 pm EST

I AM SUBMITTING A RETRACTION OF MY STATEMENT ABOUT THE TERMITES. I CONSULTED AN EXPERT AND NOW I AM SATISFIED THAT THE LINES OF SAWDUST THAT CONTINUE TO APPEAR IN A DRAWER NOT USED/OPENED, ARE JUST THAT: LINES OF SAWDUST. AGAIN, I RETRACT THE STATEMENT REGARDING TERMITES WITH MY APOLOGY TO RC WILLEY.
HOWEVER, THE STATEMENT WITH THE USED BED SOLD AS NEW, STANDS.
THE BROADER PICTURE IS THAT COMPANIES NEED TO DELIVER WHAT THEY PROMISE/STATE/ADVERTISE. THERE ARE STILL A NUMBER OF SERIOUS COMPLAINTS. IF THERE'S HONESTY IN THE FIRST PLACE, THE COMPLAINTS WOULD DIMINISH. SUCH A SIMPLE FORMULA.

Update by blvnyrslf
Dec 01, 2010 7:53 pm EST

THANK YOU FOR YOUR CONCERN; IT IS NO LONGER A WORKING NUMBER, BUT I REALLY APPRECIATE THE HEADS UP

Update by blvnyrslf
Dec 01, 2010 7:26 pm EST

THE PHONE NUMBER IS 801.266.0352

Update by blvnyrslf
Nov 27, 2010 3:18 am EST

UNLESS YOU'RE WILLING TO GIVE ME WHAT I PAID FOR, A BUG-FREE CHEST, I WILL LET THESE COMPLAINTS STAND

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ayoung42
Salt Lake City, US
Dec 01, 2010 6:03 pm EST
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Once again, I am sorry about the chest and other issues that have happened with your purchases. I am willing to help, but I will need some kind of information from you. I can't find anything without one of the following: a phone number, an order number, a service ticket number, or an account number. I may even be able to find your information with your name. I will do what I can to help once you provide me with information that I need so I can help resolve the issue.

Adam

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ayoung42
Salt Lake City, US
Nov 26, 2010 5:32 pm EST
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I'm the Community/Online Reputation Manager for RC Willey. I'm sorry for the problems that you've had with your chest. I'd love to help you out to fix the problem. If you could give me a phone number or order number so I can figure out the manufacturer, I can find out what is going on and address the problem. Please send me a message or reply to this post.

Adam

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RC Willey Home Furnishings terrible service

their salesperson sold me on buying a large screen sony tv but neglected to tell me that they didn't have any in stock...it took over 5 weeks of being without the set before it was delivered and at no time did they ever feel it was necessary to do anything to make up for the inconvenience that we experienced and every call to them made us feel that we were at fault.The employees were always evasive about what we were to do while waiting for our set and refused to give us a loaner until they got everything straightened out.We were a first and now last time shopper at their store.

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jccjcc
, US
Jun 06, 2016 10:34 am EDT
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Bought several pieces of furniture from RC Wiley's. Paid CASH! First delivery drivers said they could not get bedroom set upstairs. Too tall. I measured and should have fit with several inches left over. Finally got another set of drivers out that delivered the bedroom set. All pieces were damaged! Even the rug I ordered was a piece of junk! Had to be replaced. Store gave 15% off of a couple of pieces. Big deal! Ordered last piece of bedroom set. Only one left. Could not be replaced. It was separating from bottom. I should have been offered 50% off, but was given only 20% off another item if purchased from their store. Stupid me kept buying and paying cash. Next item Entertainment center very damaged. They are replacing the hutch on the entertainment center and bedroom headboard and they did touch up the dents, nicks, etc. I bet the replacements will be damaged, too.
Anyway, we went back and forth with the store manager and this was the best they could do. Really! Shame on RC Wiley's. A bigger discount should have been given! We are senior citizens and did not want to make a big stink, but we are mad at all the run around, poor service and not providing us a bigger discount for damaged furniture. We believe we were taken advantage of. I wonder how many other people out there have had the same problems with this company. (Summerlin store)

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ayoung42
Salt Lake City, US
Jul 27, 2010 12:12 pm EDT
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Mel,

I'm RC Willey's online reputation manager. I'd like to apologize for the inconvenience caused to you in this situation. I would like to also apologize that the TV that you purchased took so long to arrive. We usually have our items in stock, and inform our customers of any back order if there is one. I'd love to help you out on this and resolve any issues that still remain.

Adam Young
Online Reputation Manager
adam.young@rcwilley.com

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dia3766
, BJ
Jul 27, 2010 11:44 am EDT

Sorry that it took so long, but you could have gone somewhere else once you found that they did not have it in stock. Generally you have 7 days to cancel any contract to purchase if you have not received it yet

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RC Willey Home Furnishings they refuse to honor their 1 year warranty and replace it

Almost a year ago we purchased a $1600 latex mattress set which has completely broken down in its support. It has become lumpy and extremely uncomfortable. We wake up every morning miserable and in pain. We rarely sleep a full night anymore. The first few months it was great but it has increasingly gotten worse. They refuse to honor their 1 year warranty and replace it. The customer service manager "John" even refused to give me a last name when I called (I document everything.) He would only say, I can't do anything for you.

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ayoung42
Salt Lake City, US
Apr 30, 2010 12:42 pm EDT
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I'm the Community/Online Reputation Manager for RC Willey. I just saw your post about the warranty and mattress problems. I apologize for the inconvenience that was caused to you in this situation. I've forwarded this info to our VP over customer service. I'm not sure that I can do anything, but I can at least discuss this with him.

ayoung42

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RC Willey Home Furnishings damaged furniture

I just have to start off saying I have never experienced worse customer service ANYWHERE!

My husband and I were shopping for some new living room furniture, dining room furniture, flat screen LCD TV, as well as all new kitchen appliances, flooring, washer/dryer, and a kids bed. We decided to buy the living room and dining room furniture sets first, as they were the most needed, and family will be here for the holidays! ;) We haven't bought new furniture for quite some time, so we visited all of the local stores to get an idea of average prices, brands, and customer service at each.

After much (Too Much!) searching we finally narrowed it down to a few nice sets we were interested in at three different stores. We decided to buy the stuff from RC Willey due to the fact that they had a set we really liked in their clearance center again (We have seen this model in the clearance center twice so far), and their yearly delivery charge which would allow us to get all of the different items we were planning on buying delivered when we needed them and not having to pay delivery charges each time we bought something. In this day and age, that can add up to a significant amount of money!

The couch, love seat, and dining room set were delivered about a week after we paid for them. As soon as they unwrapped the love seat we all noticed there was a cut right on the top of the left hand arm from a utility knife or something similar. The delivery guys told us it probably happened during the move from the store to our house and they would take it back and call us to schedule the delivery of the replacement, within 24 hours. Of course, like everyone else here we waited and waited. The next afternoon I called and left a message for the salesman asking about the status. I did it again the next day. We never received a call back to either of the two phone calls.

Today my my son and I went to the store to try to find out the status and see what I could do to help it along. The cashier was extremely rude right off the bat, and told me that "I wasn't getting a replacement couch, sorry". I was a bit taken aback at that explanation, and asked to talk to a manager. When the "Furniture Manager" came over he said they didn't have any more of the love seats on the floor and we were stuck having to buy a new one "if I wanted it to match", or WE could bring back the couch and buy something else. Even though it was through no fault of ours that the love seat was damaged in the first place! I told him that if I brought it back, there was no way in "heck" I was going to buy anything else from this store ever again. He was VERY rude and patronizing with very passive aggressive answers and "solutions".

I can't imagine this is how any owner or investor wants their customers treated. This type of service is something you unfortunately might expect from the minimum wage teenage cashier at the local fast food place, but not somewhere where you are planning on spending multiple thousands of dollars, repeatedly.

Sincerely,
A Former Customer

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Update by Concerned Former Customer
Dec 29, 2009 4:30 pm EST

After much hassle and delay they finally got a replacement love seat delivered to us.

Upon unwrapping the love seat we all noticed another tear/cut on the right arm, near the rear of the love seat. The delivery driver called it in and within 30 seconds or so I received a phone call from the customer service rep. I explained the situation to her and she got very defensive and told me that "the sale was final" and we bought it "as is". I tried in vain to explain to her that "as is" is just fine as long as you know what you are getting before you buy it, not just accepting whatever they decide is good enough to send to us.

She was very rude and not helpful in the least bit. When I asked for the damage to be recorded on our sales slip and that we would decide what to do later, She went on and on about how the sale was final and "as is". I tried explained to her that there is such a thing as customer satisfaction and that it is MY option whether or not we were going to keep the furniture.
We were never even offered a gift card or any other form of compensation for the tear in the replacement love seat, or our time and hassle that we were put through.

Apparently this is the type of customer service that you can expect once they have your money.

Update by Concerned Former Customer
Dec 19, 2009 7:48 pm EST

Husband's Edit:
After much web searching and calling around, I got the general manager's phone number and called left a message. I called back an hour and a half later and she answered. She agreed that the "Furniture" manager was out of line and that they would send out a "floor model" next week. I sure hope they just deliver what we bought in new condition like it was when we bought it. I will keep this updated as things unfold.

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ayoung42
Salt Lake City, US
Dec 23, 2009 4:39 pm EST
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I'm the Community/Online Reputation Manager for RC Willey. I saw your post and I would like to apologize for the inconvenience caused to you in this situation. They way that everything was handled should never have happened. I would love to help you in this situation.

From your husband's follow up post, it seems the general manager has been working on resolving the situation with you. Please keep in touch with me so that I can help ensure everything is taken care of.

ayoung42

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RC Willey Home Furnishings payment allocation screws the customer

Almost everything I (used to) purchase from RC Willey has been on anywhere from 6 to 18 month interest free credit. Right now we have a couple purchases that are on different payment schedules, 1 is 18 and the other is on 6 months. The 6 month is coming due in January, so I took a look at my statement and noticed that RC Willey has been crediting the minimum due to the 6month and the remainder to the 18 month (I always pay about double the minimum).

Firstly, this payment allocation method designed to screw the repeat customer, but I figured I'd at least be able to call in and get the payment re-allocated. My oh so helpful billing representative informed me they cannot do this anymore (I've had no trouble having them do it for me in the past). But as a recourse I could drive into the store and make ANOTHER payment or leave my banking information on file with them and make a payment through their website.

The long and the short is it's ridiculous that I should have to drive in to RC Willey just to make sure they don't apply the "default" payment allocation method designed to make customers miss the payoff date on shorter interest free purchase periods. It's also ridiculous that their inability/unwillingness to re-allocate my payment will force me to make 2 payments this month.

I've bought a couch, a plasma, a bed, a bedroom set and a receiver from them and after I drive in to make my final payment, they won't see another dime from us.

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alex44
Folsom, US
Dec 26, 2012 3:26 pm EST

Same problem with me.. It sound like a cheap way of making money

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gilgil
, US
Nov 08, 2012 9:51 am EST
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I had a similar issue where the payment allocation was not done properly.. although I was overpaying overall.. I got hammered with Finance changes and interests. I tried to sort this with the credit department and explain to them that they received more than the due payment overall.. but in vain.. a clear rip-off .. I am very disappointed with there customer service.

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ayoung42
Salt Lake City, US
Dec 09, 2009 3:33 pm EST
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I'm the Community/Online Reputation Manager for RC Willey. I just saw your post about the credit allocation and the problems that occurred to your account. I apologize for the inconvenience that was caused to you in this situation. Sorry the billing representative wasn't as helpful as they could have been. I would love to help correct this situation for you. Please contact me so that we can resolve the issue.

ayoung42

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RC Willey Home Furnishings fabric protection

I purchased the fabric protection plan for a sofa. I needed a spot cleaned on a cushion. The person that came to clean it took the one cushion outside. When he brought it back in he had burned a hole in the cushion from his exhaust pipe. It took 8 weeks for rcwilley to get a new cover for the cushion and when it came the color did not match. rcwilley never did make it right.

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Bob Rowland
, US
Oct 19, 2018 1:44 pm EDT

I purchased a loveseat with electric recliners on both sides. I was told the fabric has a lifetime warranty. Well on the right side the fabric started peeling like an orange. Piece by piece it started peeling. Need help how can I fix. Are these recliners not durable only had them 2 years.

RC Willey Home Furnishings
RC Willey Home Furnishings
Salt Lake City, US
Oct 26, 2018 4:07 pm EDT
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Bob,

Sorry to hear about the issues that you are having. Did you purchase your recliners from RC Willey? If you did, please send me an email to complaints@rcwilley.com and I'd be happy to follow up with our customer service to review your concerns and follow up with you.

RC Willey Corporate Offices
complaints@rcwilley.com

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ayoung42
Salt Lake City, US
Dec 09, 2009 5:25 pm EST
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I'm the Community/Online Reputation Manager for RC Willey. I saw your recent post about your encounter with RC Willey, the fabric protection and your sofa. I apologize for the inconvenience that was caused to you in this situation. I would love to help you out and resolve the situation. Please contact me and we will be able to address issue.

ayoung42

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RC Willey Home Furnishings nazi like atmosphere

Their employees always look scared esp in recieving.. but they also are very Nazi like at the REC window.. maybe they are?

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ayoung42
Salt Lake City, US
Dec 09, 2009 5:19 pm EST
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I'm the Community/Online Reputation Manager for RC Willey. I just saw your post and I wanted to apologize for the experience that you had with our associates. They shouldn't have acted in they way that you described. Hopefully it won't happen again in the future.

Let me know if I can do anything for you.

ayoung42

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RC Willey Home Furnishings unauthorized charges

I closed my account in writing in 2000. I have a credit report that I pulled that year confirming that the account appeared on my credit report as closed. I then got divorced in 2005. My ex-husband got re-married 6 months later and he and his new wife went in and were somehow able to get the account re-opened (without speaking to me to get my consent, signature, or checking my credit) and maxed the credit line with new furniture for their new life. They then continued for several, several months to be late on the payment.

Oh, I should mention that throughout this entire ordeal I had been purchasing furniture from rc willey as well... On a "cash" account.

I have tried to talk to rc willey to get the account removed from my credit report. I spoke to their fraud department who confirmed that it was my ex-husband who made the purchase, notated the account, and marked it closed at consumer's request. They have assured me that no further charges can be made on the account.

In the meantime, it still appears on my credit report. Every time I dispute it through the credit bureaus they respond that they have confirmed I am the owner.

Anyone know a good lawyer? I can't see how they can think it is acceptable to hold me accountable for these unauthorized charges.

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RC Willey Home Furnishings they kept my money after giving me bad information

I called and ordered two chairs. I spoke with the a salesperson, who told me that it would be just over a week before they were available for pickup. I called back two days later, 11/5, and paid to process my special order. I then called back on 11/10 to check the status of my special order and they told me the expected delivery date was the beginning of January 2009 - two months longer than the week or so that they had initially told me. I told the customer service person that I talked to that I was assured it would be just over a week. She said that she would contact Russell's manager and that they would call me back. I called back approximately an hour later and made sure they had the correct contact information, since I had not heard back from them. I was told that the message would be delivered to Russell's manager and that they would call me back. I never received a call back from his manager. I called again on the morning of 11/11. I told them about the issue, that I needed the chairs before January and that I wanted to cancel my order. I was told by the customer service rep that she would call Russell's manager and that she would find out a concrete delivery date and "call me back in a minute." I waited for 45 minutes and didn't receive a call. I then called and told them the issue again. I was told that they would relay it to Russell's manager and that they would call me back. I still didn't receive a call back from them. I then called back again and was told that I would need to speak with Russell to cancel the special order. Russell told me that he couldn't do it and that he would contact the special order dept and call me back. Russell called me back and said that they couldn't cancel it and that it was going to be delivered in a few days. I told him that I had already order them elsewhere since they failed to call me back and give me a final answer on if they would get them earlier than January. He then referred me back customer service. A manager from customer service called me back. She told me that I was not going to get my money back, even though they had told me January initially, but they would be getting them by the end of the week. I told her the same thing, that I had already ordered them elsewhere since I had not heard back from several attempts to call and get a firm delivery date. She was very terse and even LAUGHED at my remarks! I told her that I wanted my money back and she said it was going to happen. What great customer service. Not only did they keep my money after giving me the wrong information, they actually laughed!

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jazzfan87
Ogden, US
May 31, 2011 7:48 pm EDT

Maybe you need to be patient and give them a chance to solve your problem. Did it ever occur to you that the manager may have been off work that day? Maybe they were planning to get back to you the next morning but you couldn't set the phone down long enough to see.

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batman
NSL, US
Feb 26, 2009 11:30 pm EST

RC Willey, as with most companies, have a policy put in black and white (IE the special order form filled out and given to you at purchase) that it is a NON REFUNDABLE downpayment. Once you order the chairs from the vendor they can't just put them on the floor if you decide you don't want them since they aren't authorized to RESELL them (Hence why you have to special order them).
What's more, it's not the company's fault the chairs were late: it's the factory which ships them.
Honestly, I would have laughed too out of fustration since I'm sure they told you this 4 million times, but in your temper tanturm you just wanted them to do it your way even if it's impossible. Next time, READ WHAT YOU SIGN

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RC Willey Home Furnishings bad service

I originally made a deposit for a purchase of over $8, 700 worth of beds, dressers, and a flat screen televison from RC Willey, and was told by the salesman to come into the store 4 - 5 days before I wanted delivery to pay the balance. I came in 7 days prior to the time I needed delivery of the beds and television and was then told that it would not be able to be delivered until two weeks after my requested delivery date because it was being delivered to Lake Tahoe, which my salesman knew at the time of the purchase. The day before the scheduled delivery I called the delivery number to verify the delivery. They had the beds scheduled, but the television was scheduled to be delivered to the wrong address! After speaking with several people they assurred me the delivery was corrected and that I would receive the beds and the television the following day. The next day the beds arrived, but there was no television. The man delivering the beds called the store and they in turn called me to say that the televison would be delivered the following week, and asked if I would now also like the dressers I had on hold be delivered at that same time with the television. I confirmed that I would like everything delivered on that date. Tonight I called to confirm that the dressers and television were being delivered tomorrow and was told that the dressers were never scheduled for delivery and that in fact I would not be able to receive them for another 10 days! This delivery service has been outrageous, with no one accepting any responsiblility for the three delivery errors. I WILL NEVER SHOP AGAIN AT RC WILLEY!

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bonnie madison
rocklin, US
Feb 03, 2009 5:12 pm EST

Not to mention the furnature is cheap. Target has better quality stuff than they do!

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RC Willey Home Furnishings customer service

I have done business with RC Willey store at 21st South in SLC for several years now, making several major furniture purchases with them. I was willing to overlook problems with the first couple of purchased itmes items not being delivered when promised and so on, but the last straw was on Saturday 6 September 2008. I have just bought a new home which I wanted to furnish. I had budgeted about $5000, but thought I would take a chance and inquire about a credit limit increase on our account so I could free up some of the cash I had saved. After spending the morning cleaning and packing (and granted, dressed in shorts and T-shirts we probably looked more like we belonged in Home Depot rather than a furniture store), we ran down to the SLC store and found a few items we really liked. As is typical of that particular location, we didn't get any help from the sales staff, who were sitting around on the sofas and looked the other way when we walked by. Having come to expect that, we went upstairs to the customer service desk to ask about the credit line increase. As we approached the counter, we could see the staff chatting. As we approached they looked in our direction and fell silent, but no one made a move for the counter. They gave each other those "knowing glances" and one staff member actually rolled her eyes as another got up with an audible sigh to help us. Needless to say, we left the store without making a purchase of any kind, and ended up driving to IKEA (60 some-odd miles from our home) where customer service was exceptionally friendly and competent, and where we found some great deals. I have heard since then that that particular RC WIlley store is known for very poor customer service, but that the Syracuse is much more customer service oriented. If we ever decide to do business with RC Willey again (which I highly doubt) we will definitely NOT be visiting the Salt Lake City store.

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shelly lodder
kaysville, US
Aug 16, 2011 1:11 am EDT

just needed an explanation

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shelly lodder
kaysville, US
Aug 16, 2011 1:08 am EDT

HELP...

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shelly lodder
kaysville, US
Aug 16, 2011 1:05 am EDT

I have shopped at RCWilley for years, but today I was totally confused ... I found a sectional and ottoman on the internet and tried to purchase it which was impossible with the way they have it set up, so then contacted the store with a salesman I really liked, and tried to order what I had found, which went really well, until it came time to purchase, they wanted 20% down to transfer to the store near my home, they would not put it on my account, and wanted to put it on my charge card, we do not charge on are card, unless it is a emergency, SO I asked if my son could come and pay in full that day, and of course NO... I had just purchased about eight thousand the month before and paid in full, and that time they allowed me to put the 20% on my charge account at the store, come on, what a joke, I would love someone to explain this to me... you are getting your money what difference does it make who gives you the money, you would think you could check are history with you and know we are valuable customers this happened at the Syracuse store and my salesman is wonderful and helpful, but he has to go by the rules, , , THANKS MARK

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12:31 pm EDT

RC Willey Home Furnishings Poor customer service

I recently bought a sectional, two barstools, an entertainment unit, and an ottoman from rc willey. Biggest mistake ever! I was promised delivery in 2 days for the first 3 items... Just not the ottoman cause it had to be ordered. The day of delivery only the sectional and barstools were delivered. No entertainment unit and the sectional had a very obvious tear in it that the delivery guys had to of seen but delivered it anyways. So we called to find the entertainment unit and order another sectional piece and it would be 3-4 days longer to get it! Well finally the replacement sofa piece arrived and still no entertainment unit. We called yet again and were given another delivery date. The day the entertainment unit was finally delivered it was deliverd without the tv hutch which is a pretty important piece to have. We called and were given another delivery date but I would not settle for that. I was on the phone for hours until I got a same day delivery only to find that they still forgot some glass shelves to go in the unit. Calling again to get this resolved I learned that my ottoman was in now but no one had called to set up delivery. So I set up another delivery for that and still have not heard on the replacement shelves I was supposed to recieve. All the while I have been calling customer service and it's hard to get a hold of a manager and sales reps do not return your calls. It's rediculous! Try to avoid shopping at rc willey at all costs! It's a joke. They don't care about the customer at all and you have to be a huge jerk to even have a chance at getting something done. The will do nothing for the "nice guy". Horrible horrible horrible!

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Kelly Duke
West Jordan, US
Oct 23, 2009 5:58 pm EDT

I bought a leather living room set that was not on the floor and was not available to see till it was delivered. I love the furniture but one of the recliners was defective. I called RC Willey and they said they would have a tech come out to see if he could fix it. The tech came and he smelled heavily of bad b.o. and he said he couldnt fix it, that they would have to order another one. After not hearing from them for days I called back only to learn that the tech lied on his paperwork and said he fixed the chair. When we disputed this with the store they said it would cost US another $1100 if they have to reorder another chair. WHen we asked why we had to pay for thier mistake they said we could either exchange the set for another (they dont have any like ours anymore) or they would give us a measley $75 and we could keep the chair that is defective that we paid $400 for. We have had a tech and a salesperson straight up lie about our case and the manager is unwilling to take appropriate corrective action for selling us a defective chair.

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J-Dawg
, US
Mar 14, 2009 10:40 am EDT

I'll add my complaints to the mix. After calling the day prior to delivery to confirm the time, checking online the morning of delivery and being told it would be delivered Saturday a.m., we accordingly made plans for Saturday p.m. Saturday morning rolls around and mid-morning get a call saying that we would get delivery between 3: 00 and 5:00 that afternoon. When I explained we had already made plans and that was unacceptable, was told "Sorry, that's what's in the paperwork and we can't rearrange it." Great service, huh? I guess this wouldn't be that bad if this were a 1-time exception, but this seems to be the norm for RC Willey- if it arrives on time, it's probably got some problems with it. Otherwise, plan on getting told one time only to have it rescheduled for several hours before or after you're promised with no attempt at remuneration.

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batman
NSL, US
Feb 26, 2009 11:34 pm EST

send complaints to CEO Scott Hymas @ 2301 south 300 west SLC UT

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none
Las Vegas, US
Feb 18, 2009 10:01 pm EST

I totally agree about shopping at this horrible store. We purchased a recliner and was told they had a dozen on the premises. When we went back the next day to get it all of a sudden they were sold out and it had to be ordered. When it finally arrived and we borrowed a truck to pick it up it was the wrong recliner. Two days later and another borrowed truck, the same wrong ugly chair. After raising a stink and accusing the company with a bait and switch scandal (which is extremely illegal) we ended up getting another product, however it is not the chair we wanted or purchased. As for my advice if you want to deal with a bunch of ###s and recieve damaged furniture or even the wrong furniture then rc willey is your store!

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Susan
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Oct 20, 2008 12:21 pm EDT

I am having a similar experience with RC Willey. During the past three months, I have spent nearly $4, 000 with RC Willey on mattresses, a sofa, dresser, chair and a bench.

Friday, the dresser was delivered missing a knob. My husband didn't have the drivers unwrap the bench (also delivered), but when I unwrapped it on Saturday - it had obviously been dropped. One of the arms was cracked all of the way through, cracked around the base of the arm, and all across the seat. PLUS the bench was black - and I ordered mahogany! Now, I have to miss two different days of work so that one person can come and look at the missing knob, and then the drivers can come and pick-up the damaged bench. Believe me - this doesn't make me very happy. Does anyone have an address here I can send a letter of complaint to RC Willeys?

Thanks

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Jeff
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Apr 11, 2008 10:30 pm EDT

Amen to all this -- working around RC Willey's delivery fiascos was the same experience for us. They have got the most incompetent, ill-trained, uncaring people of any retailer I've ever seen. I will NEVER give them another dime of my money.

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3:07 pm EST

RC Willey Home Furnishings poor customer service!

Purchased a sofa, loveseat, two end tables, a coffee table and an entertainment center from RC Willey -- thousands spent in cash. Had to wait more than a week for an open delivery schedule and then received a damaged sofa and the entertainment center had two right sides and no left sides (and I was not informed that I had to assemble it). The delivery personnel were thugs without a care for the product. When I called to get it rectified I was told I had to wait FOUR DAYS to get a new sofa and entertainment center. When I asked why I had to suffer the consequences of their mistake I was told by their manager that "I am not a magician" and that he could do nothing for me. I told him to take it all back and give me a refund. He laughed and said it was ridiculous to think I would get another retailer to meet my needs so quickly because RC Willey had the best delivery system in the state. I told him to "watch me". Within 12 hours I had my new living delivered while the RC Willey stuff sat taking up space. Four days later, they showed up finally and took it away. Then came the nightmare of getting a refund -- which I had to wait TWO DAYS to get processed. Stay away from RC Willey. They are arrogant as they think they own the Salt Lake market. They do not return phone calls. Their corporate office promised to call me back in ten minutes -- I am yet to hear from them. AVOID AVOID AVOID!

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Update by Jeff
Mar 09, 2008 11:25 am EDT

Believer --

Do you work for RC Willey? RC Willey is a Berkshire-Hathaway company and I am a Berkshire-Hathaway employee. I know what the standards are. I deal with customers on a daily basis. Why should I, as a consumer, accept such treatment? I gave them plenty of time to come to a reasonable resolution and they just didn't want to take care of me. I had trouble finding anyone who would even listen.

The purpose of this site, as I understand it, is to share experiences such as my own so that others can avoid the same. I didn't expect to be told I'm "not human" or that I was in some way at fault for trying to do business with a company. Unreal.

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Richard Ellis
Sandy, US
Oct 27, 2010 8:46 pm EDT
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I just got off the phone with one of the rudest people in your finance department. I opened my statement and noticed a handling charge. We are on the no intrest plan so I was wondering about this charge minimal as it may be. I asked the person why it was there and I was told it was for sending my statement. I said then this isn't really a no interest plan, I am still being charges just like the old government trick. This isn, t a tax is is just a regestration or a service fee. She didn't like this and said I should have signed up for E-bills. I said I was never told or offered this service. I can not see anything about this on your statement. She said that you are a big company and it costs to send statements. I agreeded with her and told her I understand since I have my own business but that I have never charged a customer to send a statement since I offered this service. She said we are a big company and it is expensive and I was just a small business and didn't understand. I told her it was all relative, that even though I may be small the cost of billing would most likely represent a similar cost in relation to my gross and net. I was told that it all my fault that I should just do e-bills. I might but after talking to her and her attitude I just may look elsewhere for my pirchases. When I get to my office tomorrow I will sit down with my office manager and make sure that in my business we handle our customer service in a friendly manner. It must be good to be soo big that a company can afford to loose customers.

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beleiver
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Mar 08, 2008 1:59 pm EST

Your not human, When things happen as some times the do, be understanding and allow them to make it right. It may take more than a magical 24 hrs to do so. I cannot beleive that you have the time to complain like you have about this company. You must be a very negative man in life or you may just lack common sense of a situation, Remove the blogs because you look like a complete cry baby. Its people like you that make the world a bad place to live .
Thanks
Signed a Positive person

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12:00 am EST

RC Willey Home Furnishings horrible customer service

I bought a washer, paid to have it delivered, less than 48 hrs later, found it wasn't cleaning the clothes, and leaked. When we called to inform RC Willey, we're told we would have to pay to have it picked up, they didn't offer to try to fix it, or give suggestions on what to do. We had even bought a 5 yr warrantee on it. We are looking to buy a home, needless to say nothing from RC Willey will ever be in it.

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Pat
,
Oct 13, 2008 1:08 pm EDT

We purchased a dishwasher several months ago and it was damaged by RC Willey employees while moving it - broke off the dial.
The dishwasher was never fixed and we called numerous times over a two month period. We had to do all the calling since know one called us and since we could not get any resolutions we went elsewhere to purchase a dishwasher and canceled our order, but I did not think this should go without mentioning it. We are very unhappy customers and will probably not purchase anything else from RC Willey again!

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poor cust service
Syracuse, US
Oct 27, 2009 5:06 am EDT

After purchasing several thousands of dollars in merchandise over the years from these crooks. I will never buy anything from them again due to their customer service. I'm in the process of trying to sell all that I bought from them. I would reccomend shopping elsewhere and wouldn't refer them to my worst enemy.

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trish K
Provo, US
Jun 01, 2015 5:19 pm EDT

I bought an extended warranty on an expensive dishwasher. The upper rack railing is loose, which caused the part that holds the shelf to the rollers broke off. According to RC Willey they do not cover that part, and that it was a recall. According to whirlpool /Kitchenaide, the dishwasher is out of warranty, but they would be so kind as to send me the parts to fix the rollers (not the guide) myself. The part itself will raise and lower the shelf, so it is not something so simple as to clip on the rack. So long story short I will avoid all extended warranties as well as Whirlpool/Kitchenaide. I think I will try Lowe's next time I need an appliance.

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TTWWoooodd
Sacramento, US
Feb 21, 2011 1:11 am EST

This store has the very worst service, spend you money somewhere that cares.

Valerie
Valerie
, US
Oct 08, 2008 7:46 am EDT

I originally made a deposit for a purchase of over $8, 700 worth of beds, dressers, and a flat screen televison from RC Willey, and was told by the salesman to come into the store 4 - 5 days before I wanted delivery to pay the balance. I came in 7 days prior to the time I needed delivery of the beds and television and was then told that it would not be able to be delivered until two weeks after my requested delivery date because it was being delivered to Lake Tahoe, which my salesman knew at the time of the purchase. The day before the scheduled delivery I called the delivery number to verify the delivery. They had the beds scheduled, but the television was scheduled to be delivered to the wrong address! After speaking with several people they assurred me the delivery was corrected and that I would receive the beds and the television the following day. The next day the beds arrived, but there was no television. The man delivering the beds called the store and they in turn called me to say that the televison would be delivered the following week, and asked if I would now also like the dressers I had on hold be delivered at that same time with the television. I confirmed that I would like everything delivered on that date. Tonight I called to confirm that the dressers and television were being delivered tomorrow and was told that the dressers were never scheduled for delivery and that in fact I would not be able to receive them for another 10 days! This delivery service has been outrageous, with no one accepting any responsiblility for the three delivery errors. I WILL NEVER SHOP AGAIN AT RC WILLEY!

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ayoung42
Salt Lake City, US
Feb 22, 2011 9:16 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I'm RC Willey's Community Manager. I'm sorry that you feel that way. I apologize if we haven't lived up to your expectations. We really do care about our customers and work on improving as a company. Feel free to send me a message and I'll see what I can do to help our company improve.

Adam
Community/Online Reputation Manager
RC Willey Corporate Offices.

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fraser819
Taylorsville, US
May 04, 2010 2:40 pm EDT

I work for R.C. Willey and I've never been involved with a company that is more customer oriented than R.C. Willey. The Fabric Protection Warranty includes a liquid protector sprayed on the upholstery by R.C. Willey and then warranties against stains from food or drink, bodily fluids (human or pet). The customer is asked to call within 5 days of a stain so we can get it out before it sets. It does not cover normal soiling from customer use. I have seen our company bend over backwards to take care of a customer. From replacing a "scratch & dent" purchased refrigerator with a brand new one because the original was delivered with a dent or a scratch that wasn't there when the customer bought it, to replacing a complete living room set because of premature wear, to replacing a bedroom set because a drawer warped, to taking a flat screen TV back because the "picture doesn't seem quite right" to the customer.

I have been in sales with R.C. Willey for seven years and I have never seen a legitimate customer complaint that wasn't handled to the customers satisfaction. We may make some mistakes but I've never seen a company as dedicated to customer satisfaction as R.C. Willey.

Greg Fraser

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ayoung42
Salt Lake City, US
Feb 05, 2010 10:53 am EST
Verified customer This comment was posted by a verified customer. Learn more

I'm the community/online reputation manager for RC Willey. The comment made by fashionchia in the previous post is correct. Our customer service is always willing to help, as am I.

You can also go to the following link:

http://www.rcwilley.com/Policies.jsp

The title at the top of the page is "Policies." This page contains the policies that we stand by. The subtitle "THE RC WILLEY PLEDGE OF PROTECTION" contains a section called "What Is Covered?" This section contains a description of how the warranties work. There are also .pdfs that display the warranties for our products and what they cover. One is for Utah/Idaho/Nevada and the other is for California.

Let me know if you have any other questions.

ayoung42

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fashionchica
West Jordan, US
Jan 31, 2010 8:26 pm EST

If you are not given a warranty card from the sales person at your time of purchase, or even think about it later, you can ALWAYS ALWYAS ALWAYS go to the customer service department and ask for a paper on what the warranty covers. Every RcWilley customer service department should keep a stack of various warranty forms. If the one you need happens to be out, they can MAKE YOU A COPY.

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gsinid
Boise, US
May 02, 2009 12:26 pm EDT

And regarding reading what we are given...they were conveniently out of their little blue cards.

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12:00 am EST
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RC Willey Home Furnishings delivers a tv without a remote and manual

I visited rc willey, orem, ut store to buy a hd tv on the presidents day. rc willey had a special presidents day sale going on that day. I liked a toshiba regza brand and decided to buy. I also ordered a tv stand. later I was told by travis, the sales agent that the tv that I liked is on back order. I was told by the agent that I would receive the tv on march 13 after the next stock comes from toshiba. on march 13, I was contacted and told by the same agent that the tv I liked is discontinued and if I like the floor model, they can deliver on march 19. I agreed over the phone. the sales agent later contacted me on march 19 and told me the tv will be delivered from their warehouse and will arrive in my house on march 22.

On march 22, the delivery guys delivered the floor model without a remote control and a manual. the entertainment center also was not delivered. I was told I will receive the remote control in the evening of the same day, and I have to contact the sales agent for the entertainment center. since the remote control did not come for a day, I called rc willey next day. at that time I was told by the customer service agent that I will not receive a remote because that is a floor model, and is sold as is. I was asked to contact the sales agent travis to resolve the problem. since travis did not show any interest to talk to me, I asked the store to take back the tv. I was told I will be charged $25 as restocking fee if they want to take back the tv. I was very much surprised at this because I already have an advantage plan and pay $45 every year for delivery of items into my home. rc willey also says on their website that if they deliver any product incomplete, they will take it back. that did not happen in my case.

There is a lot of politics and issues happening between the customer service and the sales department in rc willey. many a time you will become a victim between those two departments fight. they don't keep their agreement of delivering the products on the day they agree to deliver. the bad treatment that you will get from their store will never encourage you to buy from their store again.

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Ferenc Veress
,
Aug 21, 2008 12:07 pm EDT

Hi!

I ordered a camera from https://www.tekmo.co.uk. I made the payment and they received the money.
In shipping they say up to 7 working days, it's going to be delivered. It's just past two days ago, and still nothing.
On that week, they don't respond to my mail at all, and a kind of voice mail answers when i call them, and never ever can they be reached.
when they responded last week in mail, they denied to deliver my camera to the delivery address, said instead it will be delivered to the card holder address . But i have to say, still don't have the camera and my money is out there.
What kind of service is it?

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Sue Roquemore
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Jan 15, 2008 2:51 pm EST

Should have looked this up before I bought a front load washer from RC Willey. We pay to have it delivered, then after the 3 uses, I find not only does it not get my clothes clean, it leaks. We just got it less than 72 hrs. and when my husband calls to tell them the problem, we're told they will come get it, but charge us to pick it up. Amazing. We had to pay to get it delivered, and now we have to pay for them to come get it. Even if we just want to exchange it or buy a different washer. Well, needlless to say they will never get my business again.

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RC Willey Home Furnishings contacts

Phone numbers

1888 584 5156 1877 315 0183 More phone numbers

Website

www.rcwilley.com

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