RC Willey

Reviews 3

J

J Albers

My husband and I purchased a custom 3 piece furniture set (love seat, oversized chair, and large ottoman) in March 2015. Our experience with salesman "R.T." was good. Unfortunately, our selection developed frays, and tears in the fabric. We contacted RC Willey, and right away, arrangements were made for a tech to come to our home and assess the problem. Fabric replacements were sewn for our furniture. Both the assessor, and tech provided great customer service! After a few weeks, another tear appeared on the replaced cushion seat sleeve. The white piping was exposed. We have now lost faith in the product. When I contacted the Draper store directly, I was transferred to our original salesman, "R.T." He was patient to listen to our problem, and when asked about ALL options, he said he would get back to us after speaking to his manager. We wanted the option to change product altogether! He made good on his return call. He received the okay to offer us to stay with the manufacturer, or choose a different furniture set. We were happy with this result. Because we live in UT County, I decided to visit the new-to-me Orem location, University Mall. I met with salesperson "B.M." who listened to my dilemma, and patiently discussed my consideration of staying with the same furniture manufacturer. She left me for a minute to retrieve the offered fabric swatches. My concerns with the tearing/fray issues swayed me to consider other options. I told "B" I received verbal confirmation that a return was authorized by a manager. After listening to my preferences in style, "B" found exactly what I wanted. I asked for more than one idea, but I went with her first recommendation. Its like shed been in my home! My choice was documented in the computer, and the order was submitted on my account. When "B" and I approached the customer service desk, I was informed the return could not be processed because there were no notations on my account. After leaving the store, I called "R.T." He informed me he was the only person who could make my new purchase (I explained my husband and I decided on a different set). He reiterated, when I was ready to shop, he would be doing that! He was persistent to keep that one idea crystal clear. I was turned off to his curt response to my questions. I strongly believe customers deserve the option to choose their salesperson. Since the conversation felt so abrupt, I decided to pursue things further by contacting a manager. I was transferred to furniture manager "J.P." I left him a voicemail, and he called back quickly. I wanted clarification of my right to shop whichever RC Willey store I wanted. I first thanked manager "J.P." for granting a return, and working with me to resolve my problem furniture. I expressed appreciation. The second I mentioned appreciation, he immediately went into attack mode, and scolded me by saying, "Yeah, you appreciate "R.T." so much you were at the Orem store today, and placed an order with "B". It looks like youre all taken care of!" I was in shock. It was hard to believe a manager was speaking so disrespectfully to me, and taking my efforts to resolve my furniture problem so personal! In my mind, I was continuing my business with RC Willey. I wasnt asking for a refund, and taking my money elsewhere. I am willing to work through the issue. I am a long-time (umpteen years) customer. I was caught off-guard and disgusted with this managers behavior. Why is he managing?? I was offended by my original salesman, but this so-called furniture managers behavior was out of line! I will not give my business to these men, and have no future plans to shop at the Draper store. I hope these RC Willey representatives are reprimanded appropriately. I will follow-up with Corporate, and each store (Draper & Orem). I did speak with female, customer service manager, "N." She was very kind, listened, and was shocked at how I was treated. She promised she would report the problem to her boss, and get back with me on Monday, Feb 15th. This should be interesting...

SE

Sean North

I purchased a bed frame on sale that was being discontinued. The sales rep R.T. told us that there were two units left so we made the purchase on a Wednesday. We were asked whether we would prefer pickup or delivery: We chose pickup and the sales rep informed us that the bed frame would be available for pickup on the following day. On Friday afternoon, I rented a truck to pickup the bed frame. The will-call didnt answer after I called three times so I called customer service and they told me that my order would be ready. I arrived at the location only to be informed that the bed frame had not yet been delivered to the Draper location and that it was still at the warehouse. Quite upset and because I had rented a truck to pickup the bed frame, management said they would give me an additional discount on the bed frame and deliver it for free. "Great!" I thought. At least theyre trying to make up for the mistake. They informed me that the bed frame would be delivered no later than Tuesday. I received a phone call from a fellow at about 7am on Monday morning who told me that they hadnt received my order and that he would call me back when it had arrived. On Wednesday (1 week after the purchase) I made a phone call to customer service inquiring about 1. the delayed delivery of the bed frame and 2. when I would receive the additional discount that was promised to me. The customer service rep just repeatedly put me on hold: She first told me that the bed frame was still at the warehouse. Then, she said that inventory doesnt show any available bed frames that we ordered. And finally, that she would inquire further and call me back. I waited until closing time and finally called back myself. The customer service rep told me she had asked someone else to call me back and then put me on hold again. She came back and said that the person who was supposed to call was too busy to call me.... and that I should wait until the next day. It is now Saturday and Im fed up with this company messing around with me. I still have no answers and I still have no bed frame which I bought and paid for 10 days ago! Im extremely disappointed with customer service and although they have been nice to me over the phone Im worried generally about their competence to provide quality customer service. It is now Saturday afternoon and I contacted customer support again. They finally gave me the discount promised and scheduled the delivery of the bed frame for next Friday. Hopefully it comes. This hasnt been a very fun experience...

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Adam Bohe

Bought a $2600 sectional, had it delivered. Delivery crew scratched up my floors in multiple spots - didnt even care. They tried to get me to sign a release on the floor without calling in the claim. I had to make them call it in before they left my home. Took me a week and 10+ phone calls to get in touch with anyone, had to go through corporate to get any responses. Insurance adjuster came out a week later, I took off half a day of work waiting for them to arrive. did inspection, told me itd be a week until I would hear back. Its been FOUR weeks and no call back. Have left multiple messages on claims line, still no call backs. Completely unacceptable and unprofessional. RC Willey does not care about the consumer. UPDATE: Called Draper store 6x today, left VMs. Called back, asked for manager, sat on hold 10 mins, got to a floor supervisor, sat on hold another 15 minutes, auto transferred to corporate office who sent me to a VM. Thats an hour of my life ill never get back. They sure care when youre in the store spending $2600 but when it comes to repairing the damage they did to your home, they run for the hills. UPDATE 1/4/17: Spoke with a "manager" on 12/29 - Taylor Pitcher - assured me I would receive a call back from Claims or him no later than Monday 1/2/17. Guess what, no call back from anyone. Ive now been on hold for 35 minutes waiting to be transferred to someone. This is just getting pathetic. The "response from owner" has done absolutely nothing. Nobody has contacted me whatsoever. Just trying to save face on the google reviews. My floors are still scratched. Nobody has responded to me. There is no accountability or ownership from the good folks at RC Willey. They got their $2600 out of me, why would they try to fix the damage they caused?