mark peaslee
Our experience with our RC Willey started out great. But now I would give zero stars if that was a possible rating.
Back in December, I purchased a sectional from RC Willey. When it was delivered, the quality was honestly terrible. The good news is that RC Willey stood behind their satisfaction policy, let me return it without any hassle, and helped me choose a different sectional. The customer service during that process was excellent, and that’s exactly why this experience has been so disappointing.
I ordered our replacement sectional on April 11 and was told it would arrive by early May. It’s now August, and we’re still waiting.
Since then, we’ve received only part of the sectional, so our living room has random couch pieces sitting in it while we continue to wait for the rest. Every couple of weeks we call for an update, and it’s always the same story: “another three weeks,” “it’s in the warehouse,” or “someone will call you tomorrow.” Nobody ever follows through.
We started by working with our salesman, but he did not follow through or provide reliable updates. We then escalated to his supervisor, who also failed to take ownership or resolve anything. After that, we went to a manager, and still nothing. Apparently all the RC Willie employees are capable of is reading what’s on their computer screen and don’t seem to actually know what is going on, or they don’t even seem to care. Regardless, there seems to be no one capable of resolving the issue. Every time we speak with someone, they act surprised—“this was ordered back in April?”—and then nothing happens afterward.
Last night I called again, and the customer service supervisor said a store manager would call me back shortly. I never received a call.
I paid over $6,000 for this couch that we still can’t use months later. Delays happen—I understand that. What I don’t understand is the complete lack of communication, follow-through, and accountability at every level.
The unfortunate part is I really love the couch itself, but I need the full sectional I paid for, not pieces of it sitting in my living room for months.
RC Willey clearly has the ability to provide great customer service because we experienced it at the beginning. But after the sale, it feels like nobody gives cares.
Read full review
Our experience with our RC Willey started out great. But now I would give zero stars if that was a possible rating. Back in December, I purchased a sectional from RC Willey. When it was delivered, the quality was honestly terrible. The good news is that RC Willey stood behind their satisfaction policy, let me return it without any hassle, and helped me choose a different sectional. The customer service during that process was excellent, and that’s exactly why this experience has been so disappointing. I ordered our replacement sectional on April 11 and was told it would arrive by early May. It’s now August, and we’re still waiting. Since then, we’ve received only part of the sectional, so our living room has random couch pieces sitting in it while we continue to wait for the rest. Every couple of weeks we call for an update, and it’s always the same story: “another three weeks,” “it’s in the warehouse,” or “someone will call you tomorrow.” Nobody ever follows through. We started by working with our salesman, but he did not follow through or provide reliable updates. We then escalated to his supervisor, who also failed to take ownership or resolve anything. After that, we went to a manager, and still nothing. Apparently all the RC Willie employees are capable of is reading what’s on their computer screen and don’t seem to actually know what is going on, or they don’t even seem to care. Regardless, there seems to be no one capable of resolving the issue. Every time we speak with someone, they act surprised—“this was ordered back in April?”—and then nothing happens afterward. Last night I called again, and the customer service supervisor said a store manager would call me back shortly. I never received a call. I paid over $6,000 for this couch that we still can’t use months later. Delays happen—I understand that. What I don’t understand is the complete lack of communication, follow-through, and accountability at every level. The unfortunate part is I really love the couch itself, but I need the full sectional I paid for, not pieces of it sitting in my living room for months. RC Willey clearly has the ability to provide great customer service because we experienced it at the beginning. But after the sale, it feels like nobody gives cares.
