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I went into RC Willey on 05/31/25 to purchase a pair of earbuds and a speaker. Zero issues and I was helped very quickly. I open and connected the earbuds to my phone to find that the right earpiece wasn’t connecting or functioning in anyway. I didn’t have time to make it back to the store to return them until 06/03/25 due to a busy work schedule. I walked up to the customer service desk and gave the representative the rundown on the issue I was having. She told me to pick another pair and they would exchange them. No issues again and the new pair worked perfectly. Very happy customer. On 06/05/25 I received a text from Rc Willey informing me that the earbuds can’t be returned due to a sticker on the side of the box was torn off during the opening of packaging. So on 06/06/25 I returned once again to the store to be told there’s nothing that can be done without the sticker and that I must take back the broken pair and return the working pair. The Electronics manager John Smith then stood at the service desk and accused me of trying to STEAL from the company by returning a product I financed through my RC Willey account. I do not appreciate being called a thief in public and around multiple witnesses and I will not ever purchase from the establishment again after being so blatantly disrespected for trying to return a faulty product back to the company that sold it to me. Now I’m out a pair of working earbuds that I’m being forced to pay for. I mean, how can I patron an establishment, whose manager called me a thief in front of uninvolved employees. I feel as though my character has been attacked and defamed publicly based on some obvious clerical error. I hope that the power trip of this John Smith was worth the $200 pair of earbuds. Sorry RC Willey but I am putting your character in question and that’s far worse than $200. After researching, I can take the earbuds directly to Apple and they have no problem processing my complaint and return. You had a chance RC Willey and John Smith failed you miserably. I would recommend rethinking future business with this company. It may have you arrested based on their own incompetence. The fact that they took the return and then recanted based on a hunch rather than common sense blows me away. Done.
Pt2
UPDATE! Rc Willey has responded and doubled down on the “Return” position. The issue of the return is mute since RC Willey exchanged the product originally, stating no other issue and pointing out no “wear and tear”. Upon taking them into Apple the technician, who took time to examine the product for damage and malfunction, stated that they were brand new condition and no issues other that one of the earbuds not working. They had no issues resolving my exchange and have done so. Apple also stated that the serial number issue that RC Willey mentioned is not an issue at all. Many customers remove or damage the serial tag from the box upon opening . The solution is simply connecting the product to obtain the serial number. The issue is a poor manager, John Smith, who is obviously in a position for which he is under qualified. The real complaint is not the poor customer service of RC Willey but rather a store manager, John Smith, defaming the character of a customer in the presence of several witnesses including customers and staff by accusing/ verbally and blatantly, me of stealing or fraud. Thank you RC Willey for skipping over the defamation situation in your response.
To prove the bad intentions of this manager, maybe I’ll ask why, if Apple products can’t be returned, that the stores have display cabinets filled with returned and often times, defective Apple products that you sell right back to unsuspecting customers. I’m confused. Maybe you can explain the policy again and why it applies to some but not all? I’d also like to know why current customer service reps/ supervisors from the meridian location have reached out to harass me, only me online simply because I pointed out their mistake. It’s obvious that RC Willey will never take responsibility for their mistakes and continues to lie and defame customers publicly. Sad.
They sold you a defective product, greenlit the exchange, then doubled back days later and called you a thief in front of a crowd over a torn sticker — that's not policy, that's pure ego trip. You financed it through their system and still got humiliated over their own screw-up. RC Willey didn’t just drop the ball — they stomped on your integrity to save face over $200. Good on you for going to Apple — at least they know how to treat a paying customer.