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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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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
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.