RC Willey Home Furnishings – Deeply disappointed

I am writing to express my deep disappointment with the service I’ve received regarding a special order placed on July 1, 2025, through sales associate Christine Lewis. As a loyal customer for over 11 years, I’ve come to expect a certain standard of professionalism and reliability from your company. Unfortunately, this experience has been the most frustrating and disheartening I’ve ever encountered.

When placing the order for a living room sectional, I specifically asked about the ottoman size and was told a larger 40x40 version was available for $399. I agreed to purchase the set with that ottoman. The following day, Christine informed me that the larger ottoman could only be ordered in the matching body fabric, and that the accent version — slightly smaller at 37.5x37.5 — would cost $499.99. This was a frustrating surprise, especially since I had already paid for the entire set. Nevertheless, I agreed to proceed with the accent ottoman at the higher price.

On July 4, Christine confirmed the ottoman was ordered and expected to arrive by August 18. My delivery was scheduled for August 13, so I was thrilled everything seemed to be arriving early. However, on August 12, I received a message saying the ottoman hadn’t transferred from the main warehouse and wouldn’t make the truck. I was told it would arrive on August 16 instead.

Then came the delivery day, August 13. Not only was the ottoman missing, but only 4 of the 6 sectional pieces were delivered. My wife also noticed that some accent pillows appeared to be missing. To make matters worse, two large black smudges were visible on the sectional. The delivery team noted the missing end piece and said a cleaner would be sent to address the stains.

After they left, I called customer service to report the missing items. I was shocked to hear that only 4 pieces were listed for delivery and that there was no record of the end piece. I was told Christine had revised the order, though my original receipt clearly shows 6 pieces. I now have an incomplete living room set that looks absurd, with no clear resolution in sight.

Christine later confirmed that someone had altered the order in the system and apologized, saying a rush was being placed on the missing end piece. While I appreciated the cleaner arriving promptly on August 14, I was surprised to learn from him that stain protection is still offered, something I was never informed about during my purchase and would have really liked to have gotten it.

This entire experience has been riddled with miscommunication, delays, and a lack of accountability. I expected better from a company I’ve trusted for over a decade. I hope you will take this feedback seriously and work swiftly to resolve the outstanding issues. I have still not received a call back from a manager after leaving a message with customer service and leaving a voice mail message requesting a call back.

Sincerely, Laurence