Complaint: [redacted]
I am rejecting this response because it was clearly RC...
Willey's fault that they didn't get my washer installed correctly (and thus causing water to leak and flooded my house) and they are now refusing to bear any responsibility. As RC Willey is trying to be nasty and difficult, I will consider other legal alternatives to go after RC Willey if the Revdex.com can't really help me in this case. I will use KUTV and other social media platforms as means to make this go public so that my voice is heard and justice can be served.
Sincerely,
[redacted]
[redacted],Once again, I'm sorry about the issue with your refrigerator and for the confusion with our customer service setting up service and our warranty department setting up an exchange. An exchange of your refrigerator has been set up since the end of July. Please feel free to come in and reselect...
a new refrigerator so the exchange can be processed.Let me know if you have any further questions or concerns and I'd be happy to help.
Tell us I spoke with the Mrs. to apologize for the mix up between the furniture and appliance sales people on the coordination of the delivery. Prior to calling her back I made every effort, including a discussion with the General Manager about the issue. After looking at every angle we...
could not get a truck to take the washer and dryer anysooner than Wednesday 10/12/2016. We have been short a truck since last week due to an accident, and all of those deliveries are currently being divided among all the other trucks in town. I told the Mrs. we would give them a $200 gift card and the delivery charge back for the inconvenience.The the next delivery to Yuba City is Wednesday 10/12/2016. The Mrs. asked if her husband could come and pick up the washer and dryer if he wanted too, and I told her Yes, that could be arranged or we could just keep the Wednesday delivery date. I also told her that I would give them the credit for delivery and the $200 gift card either way she decided. She then said, "just keep the Wednesday date," sighting that she did not want to burden her husband . So the date in the system remains Wednesday the 12th. A gift card for $200 has been mailed directly to the customer. Once again, we are sorry our circumstances prevented the customer from receiving this delivery as expected.gift card, which she said was fine to do.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Laxmikanta D[redacted]
The credit for the box spring has been written up on the customer's account since 6/29/15. We can exchange the box spring at any time. We had the incorrect phone number on the account, which has now been updated. Our warranty department will be in touch with Spencer about making the exchange.Adam
We have been working on addressing the concerns of Mrs. [redacted] since March of 2016. The following is a timeline of events we were able to put together based on the information I have gathered from the multiple Managers, the contract company that installed the floor, the independent...
inspector, and the Manufacturer of the floor, regarding this customers installation. Please understand we are not the sole reason for delays throughout this debate on what to do or how it is to be done. The email that one of our managers sent to Mrs. [redacted] from October 15th has received no response...March 15, 2016 - Flooring was delivered to consumer for acclimation and during the delivery, the contract company accessed the job and indicated to the consumer that their concrete would need to be leveled before the flooring could be installed. The contract company gave the consumer a quote of $1000 to do the repairs for them or they could contract it out themselves.March 15, 2016 - Mr. [redacted]) went into the Summerlin store to discuss the charges for leveling the floor with the Flooring Sales Manager. It was indicated that they were already considerably over budget and convinced us to cover the expense of the $1000 which was adjusted on their installation invoice at 11:23 AM that day. During this conversation, the Sales Manager stated that Mr. [redacted] said that his wife will try to get the floor for free and she does this everywhere they go.March 18, 2016 - Flooring installation beganMarch 22, 2016 - The Flooring Order was Invoiced (I can only assume this is when the installation was completed since completion dates are not typically tracked)March 29, 2016 - After previous conversation (Date Unknown) the Summerlin Store GM contacted Mrs. [redacted] to offer compensation for issues with Installation timeline/issues and offered her an additional $2000, the consumer accepted the offer and the GM had the credit issued that day with notes stating " No additional discounts, adjustments, or any other money for this order".April 4, 2016 - Consumer contacted the Summerlin Store to report a problem with the bottom step of the installation making a popping noise to which a repair order was issued and scheduled.April 8, 2016 - Contract company went out and repaired step.April 21, 2016 - Consumer contacted the Summerlin Store to report a problem with planks gapping in the living room, kitchen, and master bathroom. Also reporting a problem with some trip bending/warping.April 27, 2016 - Contract company went out to repair gapping, etc. with nothing reported back to RC Willey regarding any additional issues or concerns.May 6, 2016 - Comments were entered into the repair invoice for the gapping, etc. stating the contract company felt there was a possible defect in the flooring.Shortly after May 6, 2016 - Our Installation Manager inspected the installation prior to setting up an independent inspection with the Manufacturer to determine if the contract company had merit in their claim of a possible defect. Our installation manager indicated that we could replace the boards showing the issue or send out an inspector from the mill. During this visit Mrs. [redacted] told our Installation Manager she was going to get this floor for free.Mid May 2016 - The mill was contacted to set up for an independent inspection on the flooring.May 17, 2016 - Independent inspector contracted to Inspect Mrs. [redacted]'s floorJune 8, 2016 - Independent Inspector, inspected the flooring.June 28, 2016 - Manufacturer send response from Independent inspection indicating that the Inspector felt it was an installation related issue and was not a defect in the product.Unknown date between June 28th and August 8, 2016 - Customer was contacted by Flooring Sales Manager from our Summerlin location to explain the findings of the independent inspection and as soon as she began to discuss the report with Mrs. [redacted], she hung up the phone on the Sales Manager. A copy of the report was then sent to the [redacted] residence so they could read it for themselves. Weather it was received or not is unknown!August 8, 2016 - We believe this is the date Mrs. [redacted] contacted our Corporate Customer Service Manager in South Salt Lake to discuss the problems and requested someone else get involved to handle her flooring issues. This was then turned over to my department on the 8th.August 9, 2016 - August 25, 2016 - During this timeline I had made a few calls and follow up calls to some of the management involved to determine what was happening with Mrs. [redacted]'s floor and what needed to be done to take care of this customer. To my own fault, I had not communicated to the consumer what I was doing and why we had not contacted her sooner.August 26, 2016 - Mrs. [redacted] called in wondering why she hadn't been contacted and talked to an Installation Manager who told her I was not available at the moment but I would call her back shortly. I contacted the consumer and apologized for not communicating my intentions and we had a long pleasant talk regarding her flooring and what had occurred prior to our conversation. At the conclusion of the conversation Mrs. [redacted] was going to get me additional pictures of her installation since I am in Salt Lake City and her home is in Las Vegas.August 28, 2016 - I received emails containing 4 - 5 pictures of the concerns she has with the floor.August 30, 2016 - Email from Mrs. [redacted] - What is the expected time to hear back regarding this issue? This has been an outstanding laminate irregularity that has not been resolved, since 2 two weeks post-install, when it was brought to flooring department management attention back in April 2016 (at your Summerlin RC Willey). I have exhausted all avenues for this to be resolved, with several inspections accounted for, and yet nothing has been done by RC Willey to rectify this issue, for the last 4 months.August 30, 2016 - Email from me - Please give me some time to consider the issues and I will be in touch with you hopefully by the end of the week...September 2, 2016 - Email from me - I am touching base with you to let you know we are still reviewing the issues in you home and I have not forgotten you. I am still in negotiations with the contractor and vendor regarding the issues and do not have an answer for you at this point. I will continue to keep you posted until we have a resolution from the appropriate parties and their responsibilities in taking care of you and your floor. Thank you for your patience!September 4, 2016 - Email from Mrs. [redacted] - The purchase was made through RC Willey, not the manufacturer/vendor nor installation company, therefore my issue is with RC Willey. I (as the customer) should not have to be concerned with who will ultimately be responsible for this great mess throughout my home. This has been an outstanding issue for over 5 months, and It is has become clear that any large purchase through RC Willey, comes with a great risk. I am being strung along, while RC Willey tries to get someone else to rectify the issue, instead of resolving it themselves and dealing with compensation later. Bottom line is, the purchase was made through RC Willey, and I expect that it get resolved immediately by the company that I purchased it through. I am no longer going to patiently wait by as my home remains incomplete, due to poorly manufactured/installed floors. This is my last warning, in writing that this issue needs to be resolved immediately, otherwise I will involve my lawyer and ultimately legally pursue RC Willey for all incurred expenses due to the negligence to this outstanding issue. Believe me when I say that I have plenty of other things to do with my time, then to continue chasing a company to stand behind the products that they sell. I have invested much more energy towards this issue, then should ever been expected from a customer. I have been ignored and flat out lied to by RC Willey management, and have tried to remain patient throughout all the inspections, but my patience is now gone. I expect immediate resolution, otherwise legal and social media avenues will be pursued.September 5, 2016 - Email from me - I am well aware you purchased the flooring through RC Willey and I am also aware this has been going on longer than it should have. However, I have only been involved for just over a week now and need time to get the answers I need prior to moving forward with repairing your floor and correcting the concerns noted. I did not indicate we would not take care of your floor, in fact I stated quite the opposite. I simply let you know I have other parties involved through your purchase which have legal rights as well and I won't ignore those rights on the path to a resolution. There are two possibilities for the issues with you floor shown in the pictures I have received and both point to either a manufacturing issue or an installation issue. I am happy to continue working with you to correct these issues unless you wish to turn it over to legal counsel. Please let me know if you would like me to continue?September 9, 2016 - Email from Mrs. [redacted] - I want resolution, and am willing to give this another couple weeks to get a final answer before moving forward with other methods. I will await your answer with a resolution within the next 2 weeks.September 10, 2016 - Email from me - We do want you happy with your flooring and will begin to move forward with repairing your floor. We will correct any of the installation issues with the planking and replace and damaged boards with new. This process will be time consuming and unfortunately involves more construction in your home. When complete, the floor will be tight and straight with no signs of defect in material or workmanship. I will contact you to schedule the repairs once we have made the arrangements and have additional material on hand to make necessary replacements as neededSeptember 10, 2016 - Email from Mrs. [redacted] - If the resolution you propose, is to tear apart my house again (now with furniture in place, custom stairs completed with an 8 person household) to replace "pieces" throughout all the flooring (occurring in virtually 90% of the planks) both upstairs and downstairs, with the same exact flooring/manufacturer that had the issue to begin with, and use the same company to install, then I will hold all advances and speak with my lawyer. This is putting my family through hardship and risking the integrity of thousands of dollars in custom stairs with no true resolution. This process has been much more exaggerated and complex than it needed to be, taking over five months and constant requests on my part with management, to have RC Willey handle this efficiently/appropriately. This is not a sofa that can just get swapped out with no added hardship to the customer. You are proposing to piece work this flawed floor with the same floor that may very well have the same issues, and utilize the same installation company that (per third party evaluation faulted installation as the cause of the problems). That does not sound like a resolution that is best for the customer. Because this process has been so difficult in dealing with RC Willey to do what is right by their customer, I will not take the chance that the same floor be fitted to replace pieces that are currently not fitting appropriately. I paid for a solid floor that not only looks good, but will last many years, and I do not find that either will be accomplished by the method you propose.September 21, 2016 - Email from me - My apologies on not responding sooner, I have been somewhat unavailable over the past few weeks. I have received your response and we are happy to move forward with the repairs to your floor. I am not sure how you would like to proceed since I am getting conflicting information from you. When we spoke on the phone, prior to many of these emails, you had indicated that the floor was bad and needed to be replaced! Replacement requires us to tear up your old floor and put a new in. However, the manufacturer has stated that the floor is not defective and it is an installation issue. To correct the problem, we must remove the floor and re-install it. This floor is a "Click" installation and can be removed without damage to existing planks that according to the manufacturer are fine. During this process we will reinstall the floor and replace any planks that are damaged or get damaged during the process. This will correct the problem with the gaps when installed properly. If the manufacturer is wrong and the gaps can not be corrected, we will replace everything at that time. Please let me know if you would like us to proceed?Shortly after the email on September 21st - Mrs. [redacted] contacted me to ask if their was any other way to determine the condition of her floor and told me she had multiple boxes left over from the installation we could use to possible determine if it was defective or not prior to repair/replacement. I agreed that was an option and asked her if I could have our local Installation Manager pick them up from her to which she agreed.October 6, 2016 - After attempting to contact customer on an almost daily basis for close to two weeks, we were finally able to pick up the product from the consumers home which only equated to 6-7 planks instead of multiple boxes.October 12, 2016 - Email from Mrs. [redacted] - Per our conversation over the phone, you had said that it would be about 1 day for your company to put together the planks and decide whether it was a manufacturer or installation issue. Bill (your install manager) picked the planks up on Thursday 10/6/16 and it is now been almost a week with no findings.October 15, 2016 @ 1:00 PM MST - Email from me - I did state that it should not take long to look over the planks when we had them, unfortunately we did not get them assembled right away. Bill contacted me yesterday and indicated the boards he had went together well and he could not see any of the gapping issues found in you home. However, he also felt that the boards which have the issue in your home are not square on the ends (factory defect) causing the gaps which is why they are not found on subsequent planks or rows and are random throughout your home. I do feel we can push forward with this repair/replacement with the original merchandise and eliminate the issue with you floor. Please let me know when you would like us to schedule it and keep in mind it may take a few days to have everything ready and shipped to our facility in Henderson for the contract company to pick up?This has been the last communication between myself and Mrs. [redacted] to date...
The customers account has been removed from all advertising and marketing lists on RC Willey's end.There is also a different type of advertising called shared mail that the customer will also have to request to be removed from all of our ads. Shared mail is where various advertisers submit ads to a...
specific group and an advertising packet with multiple ads is distributed. The only way to be removed from this list is for the customer to request to be removed themselves. Here are the best ways to be removed from this list, listed in order of best way to contact them:* Call the toll free # 800-437-0479* Go online to https://www.redplum.com/tools/redplum-postal-addremove.htmlNote, this can take up to 6 weeks (average is 4 weeks) to stop the Redplum packet.The customer can also contact the local post office about being removed from this mailing and they will be able to help them as well. If the customer would like to be removed from all mailings, they will need to notify their other vendors to remove them from their lists as well.
We looking into the complaint that Michelle B[redacted] submitted. The salesperson, Danny T[redacted], mentioned to our store general manager that a customer called him a few days ago. She would not identify herself, but had a question on her laminate flooring. She asked if glue should be used to hold the...
floor down and Danny told her no. It is not recommended and if she glued the floor down she would run the risk of it peaking and swelling. We also tell people to cut the laminate around the cabinets and use quarter round molding to finish it off. He never suggests that people need to pull their cabinets.The flooring was self installedThe flooring was glued downThe peaking and swelling area of the floor is very near the laundry room which may be a cause of water damage.Due to these items, we are not willing to meet the desired customer resolution of replacing the floor and installing it with professional installation. Jason did speak with the customer yesterday and mentioned that he would help her with a re-select price..She mentioned she would get back to him on it.
Upon receipt of this complaint, it was forwarded to RC Willey Financial Services Billing office for review and resolution.Our customer is correct, the ball was dropped by RC Willey associates on at least two occasions, once when the credit account was set up (1/24/15) with an incorrect email address...
for e-statements, and again in June when the store was contacted about the issue and they failed to both correct the email address, the mailing address, and waive the accrued fees and restart the original purchase because of the error. As of July 16th, the corrections have been made to ensure that our customer will begin receiving her monthly e-statements at her correct email address. The original balance has been refinanced on the 12 month financing plan that was originally requested. The additional fees including accrued interest and the late fee assessed on May 15th have also been waived. Now that the email address has been corrected, our customer is able to log into rcwilley.com and review her on-line account with us which I see she has done as of July 18th. She will be receiving a monthly e-statement notification on the 11th of each month and her payments are due on the 5th of each month beginning September .5th, 2015.Be assured that no delinquency or negative notice has been made to the various credit reporting agencies regarding this account or its recent history. We apologize for the concern this has raised with our good customer. The account remains in good standing with RC Willey and we anticipate the opportunity to provide better service to this customer in the future.
The original mattress (order #[redacted]) was purchased on August 8, 2014. The mattress was, $1117.01 and along with the mattress, Mrs [redacted] also purchased foundations @ $141.49 each. The subtotal was $1399.99, minus the adjustments/credits of $300.00, plus the tax of $89.10, therefore...
the total for the whole order was $1189.09. When the customer called in regarding the problem with the mattress, we sent out a claim to Precise Mattress Inspectors(affiliated with the manufacturer) to schedule an inspection with the customer. Precise Mattress Inspectors were only available Sundayand Monday at that time, so that conflicted with the customer's schedule. Therefore, to accommodate the customer, an RC Willey Technician was sent out to perform the inspection and send all pictures and his report to our Warranty Department. Upon receiving the report from the Technician, the mattress was deemed defective and a return was authorized. The Warranty Department submitted a credit memo (return order) for the mattress. Credit Memo #[redacted] consisted of mattress $1117.01, minus the adjustment of 239.36, plus tax of $77.55, therefore, total credit was $955.20. Now, the foundations were not being exchanged so part of the adjustment stayed with that part of the original order which difference was $60.64 (from original adjustments/credits of $300.00). The new order for the exchange was written (order #[redacted]). which consisted of a mattress, $1299.99, a mattress cover $169.99, and a pillow $149.99. The subtotal was $1619.97, minus the adjustments/credits of $347.50 (bbq grill $200.00, mattress promo $100.00, and $37.50 -25% off the pillow),plus the tax of $112.38, therefore the total purchase was $1384.85. The customer, later returned the pillow because her husband did not like it We did have an issue with the pillow which we rectified by shipping via Fed Ex with no charge to the customer. Upon receiving that pillow, the customer called the Sales Associate that the pillow was the wrong one. The Sales Associate arranged for a new pillow to be delivered and also informed the customer that she can keep the other pillow if she wishes. To clarify the amount to be paid by the customer, the mattress cover, the pillow, and the difference in price between the original and the new mattress came out to $429.65. This is the final amount charged on Mrs. [redacted]'s credit account with us.As a summary of all that took place: The original mattress that Mrs. [redacted] purchased was exchanged under the manufacturer warranty, all the adjustments were matched plus a little more, the right pillow has been delivered, an extra pillow was also sent, and the Sales Associate has followed up with Mrs [redacted] with any further concerns.
Complaint: [redacted]
I am rejecting this response because: The delivery guy completely removed the washer and never used the tight fit attachment because he forgot it so he cut some ducting to fit (pic attached) I can show you pictures of the washer and dryer and you will see that it would be impossible for anyone to install the dryer without removing the washer.
Sincerely,
[redacted]
To whom it may concern,Spoke to Mrs. [redacted] On Friday, April 17th and explained how sorry and disappointed I was with her experience. I offered to refund her entire account and pick up all of her merchandise, but we came to another agreement that she seemed pleased with. Respectfully,[redacted]...
[redacted]NDC Operations ManagerRc Willey Home Furnishings
The service tech that was sent out determined that the TV was damaged by the customer. Our warranty department returned the extended warranty to the customer since the customer would not be able to use it towards the TV. Our store management reached out to [redacted] and was able to help with get a...
The customer called in on 8/5/16 to cancel their order and requested the refund, the associate they spoke with cancelled the order and processed the refund. It normally takes about 3-5 business days for a refund to be credited back to a card regardless of whether is was a debit or credit card, the...
3-5 business day process is set in place by the credit card companies and RC Willey has no control over this. When the customer called her bank on the following Monday, they of course, would not show the funds at that point because the process takes 3-5 business days. When the customer called our store again on Wednesday, we contacted our credit card company to confirm the refund, they had to research it and contacted us on Thursday, at that point we were informed that the refund did not go through (we were not given a reason as to why because we had a refund receipt, showing the refund was processed on Saturday 8/5) after receiving that information from our credit card company one of the Office Supervisors immediately contacted the customer and asked her for her card information again and immediately processed the refund. At this point the funds should have already posted back to the customer's account. We process refunds on a daily basis without a problem and, unfortunately, we do not know what went wrong with the first refund, causing the delay. We have no control over the time frame of when funds are actually credited back to a customer's account, we apologize for the delay and tried to remedy it as soon as possible.
In regards to Michelle B[redacted]'s rejection response through the Revdex.com. The sales associate was very clear with the customer that it was not recommended to glue laminate. It was also made clear that if glue was used that it could cause peaking and or swelling of the joints which has happened to the area in question in Mrs B[redacted]'s home. During the inspection of the customers home by Jason, It was suggested that the peaking of the end joints of laminate where caused by either water damage or glue being in the joints causing the joints to peak or "pop". Water damage to laminate can happen from various circumstances from "wet" foot traffic to leaking appliances among many other possible scenarios which can not be determined. During the inspection by Jason there is evidence the joints have been glued on both sides of the planks. There was also an area in the home where the laminate had not been finished being installed to the garage entrance door. In this area it is visible that glue was between the foam underlayment and the laminate planks. The customer was offered by Jason to come in to the store to re-select to new product where the customer would receive a good faith discount for the consideration of the customers issue. Our last response indicated we would not be able to meet the customers request for receiving a new laminate floor with professional installation at RC Willey's expense. In consideration of the customers issue and in good faith we are offering the customer a 50% in-store credit of her original purchase on the laminate product only. Professional Installation is not being offered. This credit is for a re-selection to new flooring. If the customer desires installation the customer will be responsible for all labor cost to remove her old flooring and install the new flooring. This credit will not be given as a refund but as a credit towards purchasing new flooring product. The customers initial purchase was for 43 boxes at $33.58 per box. The customer returned 9 boxes that were not used leaving a total of 34 boxes that were used for her installation. The in-store flooring credit being offered is for the amount of $570.86. If the customer would like to pursue this offer please have her contact Jason N[redacted] at the Syracuse store to make arrangements for a re-selection.The customers concerns were discussed in a conference call between the store General Manager, our Vice President of Customer Service and Warranty, and the department manager Jason N[redacted].
Complaint: [redacted]
I am rejecting this response because it was clearly RC...
Willey's fault that they didn't get my washer installed correctly (and thus causing water to leak and flooded my house) and they are now refusing to bear any responsibility. As RC Willey is trying to be nasty and difficult, I will consider other legal alternatives to go after RC Willey if the Revdex.com can't really help me in this case. I will use KUTV and other social media platforms as means to make this go public so that my voice is heard and justice can be served.
Sincerely,
[redacted]
RC Willey will issue the credit of [redacted] back to the customer and they may come in and re-select into what ever mattress they choose.
[redacted],Once again, I'm sorry about the issue with your refrigerator and for the confusion with our customer service setting up service and our warranty department setting up an exchange. An exchange of your refrigerator has been set up since the end of July. Please feel free to come in and reselect...
a new refrigerator so the exchange can be processed.Let me know if you have any further questions or concerns and I'd be happy to help.
A letter was sent to Mrs. [redacted] on November 19th about her flooring. See the attached letter for our final response
Tell us I spoke with the Mrs. to apologize for the mix up between the furniture and appliance sales people on the coordination of the delivery. Prior to calling her back I made every effort, including a discussion with the General Manager about the issue. After looking at every angle we...
could not get a truck to take the washer and dryer anysooner than Wednesday 10/12/2016. We have been short a truck since last week due to an accident, and all of those deliveries are currently being divided among all the other trucks in town. I told the Mrs. we would give them a $200 gift card and the delivery charge back for the inconvenience.The the next delivery to Yuba City is Wednesday 10/12/2016. The Mrs. asked if her husband could come and pick up the washer and dryer if he wanted too, and I told her Yes, that could be arranged or we could just keep the Wednesday delivery date. I also told her that I would give them the credit for delivery and the $200 gift card either way she decided. She then said, "just keep the Wednesday date," sighting that she did not want to burden her husband . So the date in the system remains Wednesday the 12th. A gift card for $200 has been mailed directly to the customer. Once again, we are sorry our circumstances prevented the customer from receiving this delivery as expected.gift card, which she said was fine to do.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Laxmikanta D[redacted]
Spoke to the customer and she is now aware she does need two foundations for a king size bed. She is happy.
The credit for the box spring has been written up on the customer's account since 6/29/15. We can exchange the box spring at any time. We had the incorrect phone number on the account, which has now been updated. Our warranty department will be in touch with Spencer about making the exchange.Adam
We have been working on addressing the concerns of Mrs. [redacted] since March of 2016. The following is a timeline of events we were able to put together based on the information I have gathered from the multiple Managers, the contract company that installed the floor, the independent...
inspector, and the Manufacturer of the floor, regarding this customers installation. Please understand we are not the sole reason for delays throughout this debate on what to do or how it is to be done. The email that one of our managers sent to Mrs. [redacted] from October 15th has received no response...March 15, 2016 - Flooring was delivered to consumer for acclimation and during the delivery, the contract company accessed the job and indicated to the consumer that their concrete would need to be leveled before the flooring could be installed. The contract company gave the consumer a quote of $1000 to do the repairs for them or they could contract it out themselves.March 15, 2016 - Mr. [redacted]) went into the Summerlin store to discuss the charges for leveling the floor with the Flooring Sales Manager. It was indicated that they were already considerably over budget and convinced us to cover the expense of the $1000 which was adjusted on their installation invoice at 11:23 AM that day. During this conversation, the Sales Manager stated that Mr. [redacted] said that his wife will try to get the floor for free and she does this everywhere they go.March 18, 2016 - Flooring installation beganMarch 22, 2016 - The Flooring Order was Invoiced (I can only assume this is when the installation was completed since completion dates are not typically tracked)March 29, 2016 - After previous conversation (Date Unknown) the Summerlin Store GM contacted Mrs. [redacted] to offer compensation for issues with Installation timeline/issues and offered her an additional $2000, the consumer accepted the offer and the GM had the credit issued that day with notes stating " No additional discounts, adjustments, or any other money for this order".April 4, 2016 - Consumer contacted the Summerlin Store to report a problem with the bottom step of the installation making a popping noise to which a repair order was issued and scheduled.April 8, 2016 - Contract company went out and repaired step.April 21, 2016 - Consumer contacted the Summerlin Store to report a problem with planks gapping in the living room, kitchen, and master bathroom. Also reporting a problem with some trip bending/warping.April 27, 2016 - Contract company went out to repair gapping, etc. with nothing reported back to RC Willey regarding any additional issues or concerns.May 6, 2016 - Comments were entered into the repair invoice for the gapping, etc. stating the contract company felt there was a possible defect in the flooring.Shortly after May 6, 2016 - Our Installation Manager inspected the installation prior to setting up an independent inspection with the Manufacturer to determine if the contract company had merit in their claim of a possible defect. Our installation manager indicated that we could replace the boards showing the issue or send out an inspector from the mill. During this visit Mrs. [redacted] told our Installation Manager she was going to get this floor for free.Mid May 2016 - The mill was contacted to set up for an independent inspection on the flooring.May 17, 2016 - Independent inspector contracted to Inspect Mrs. [redacted]'s floorJune 8, 2016 - Independent Inspector, inspected the flooring.June 28, 2016 - Manufacturer send response from Independent inspection indicating that the Inspector felt it was an installation related issue and was not a defect in the product.Unknown date between June 28th and August 8, 2016 - Customer was contacted by Flooring Sales Manager from our Summerlin location to explain the findings of the independent inspection and as soon as she began to discuss the report with Mrs. [redacted], she hung up the phone on the Sales Manager. A copy of the report was then sent to the [redacted] residence so they could read it for themselves. Weather it was received or not is unknown!August 8, 2016 - We believe this is the date Mrs. [redacted] contacted our Corporate Customer Service Manager in South Salt Lake to discuss the problems and requested someone else get involved to handle her flooring issues. This was then turned over to my department on the 8th.August 9, 2016 - August 25, 2016 - During this timeline I had made a few calls and follow up calls to some of the management involved to determine what was happening with Mrs. [redacted]'s floor and what needed to be done to take care of this customer. To my own fault, I had not communicated to the consumer what I was doing and why we had not contacted her sooner.August 26, 2016 - Mrs. [redacted] called in wondering why she hadn't been contacted and talked to an Installation Manager who told her I was not available at the moment but I would call her back shortly. I contacted the consumer and apologized for not communicating my intentions and we had a long pleasant talk regarding her flooring and what had occurred prior to our conversation. At the conclusion of the conversation Mrs. [redacted] was going to get me additional pictures of her installation since I am in Salt Lake City and her home is in Las Vegas.August 28, 2016 - I received emails containing 4 - 5 pictures of the concerns she has with the floor.August 30, 2016 - Email from Mrs. [redacted] - What is the expected time to hear back regarding this issue? This has been an outstanding laminate irregularity that has not been resolved, since 2 two weeks post-install, when it was brought to flooring department management attention back in April 2016 (at your Summerlin RC Willey). I have exhausted all avenues for this to be resolved, with several inspections accounted for, and yet nothing has been done by RC Willey to rectify this issue, for the last 4 months.August 30, 2016 - Email from me - Please give me some time to consider the issues and I will be in touch with you hopefully by the end of the week...September 2, 2016 - Email from me - I am touching base with you to let you know we are still reviewing the issues in you home and I have not forgotten you. I am still in negotiations with the contractor and vendor regarding the issues and do not have an answer for you at this point. I will continue to keep you posted until we have a resolution from the appropriate parties and their responsibilities in taking care of you and your floor. Thank you for your patience!September 4, 2016 - Email from Mrs. [redacted] - The purchase was made through RC Willey, not the manufacturer/vendor nor installation company, therefore my issue is with RC Willey. I (as the customer) should not have to be concerned with who will ultimately be responsible for this great mess throughout my home. This has been an outstanding issue for over 5 months, and It is has become clear that any large purchase through RC Willey, comes with a great risk. I am being strung along, while RC Willey tries to get someone else to rectify the issue, instead of resolving it themselves and dealing with compensation later. Bottom line is, the purchase was made through RC Willey, and I expect that it get resolved immediately by the company that I purchased it through. I am no longer going to patiently wait by as my home remains incomplete, due to poorly manufactured/installed floors. This is my last warning, in writing that this issue needs to be resolved immediately, otherwise I will involve my lawyer and ultimately legally pursue RC Willey for all incurred expenses due to the negligence to this outstanding issue. Believe me when I say that I have plenty of other things to do with my time, then to continue chasing a company to stand behind the products that they sell. I have invested much more energy towards this issue, then should ever been expected from a customer. I have been ignored and flat out lied to by RC Willey management, and have tried to remain patient throughout all the inspections, but my patience is now gone. I expect immediate resolution, otherwise legal and social media avenues will be pursued.September 5, 2016 - Email from me - I am well aware you purchased the flooring through RC Willey and I am also aware this has been going on longer than it should have. However, I have only been involved for just over a week now and need time to get the answers I need prior to moving forward with repairing your floor and correcting the concerns noted. I did not indicate we would not take care of your floor, in fact I stated quite the opposite. I simply let you know I have other parties involved through your purchase which have legal rights as well and I won't ignore those rights on the path to a resolution. There are two possibilities for the issues with you floor shown in the pictures I have received and both point to either a manufacturing issue or an installation issue. I am happy to continue working with you to correct these issues unless you wish to turn it over to legal counsel. Please let me know if you would like me to continue?September 9, 2016 - Email from Mrs. [redacted] - I want resolution, and am willing to give this another couple weeks to get a final answer before moving forward with other methods. I will await your answer with a resolution within the next 2 weeks.September 10, 2016 - Email from me - We do want you happy with your flooring and will begin to move forward with repairing your floor. We will correct any of the installation issues with the planking and replace and damaged boards with new. This process will be time consuming and unfortunately involves more construction in your home. When complete, the floor will be tight and straight with no signs of defect in material or workmanship. I will contact you to schedule the repairs once we have made the arrangements and have additional material on hand to make necessary replacements as neededSeptember 10, 2016 - Email from Mrs. [redacted] - If the resolution you propose, is to tear apart my house again (now with furniture in place, custom stairs completed with an 8 person household) to replace "pieces" throughout all the flooring (occurring in virtually 90% of the planks) both upstairs and downstairs, with the same exact flooring/manufacturer that had the issue to begin with, and use the same company to install, then I will hold all advances and speak with my lawyer. This is putting my family through hardship and risking the integrity of thousands of dollars in custom stairs with no true resolution. This process has been much more exaggerated and complex than it needed to be, taking over five months and constant requests on my part with management, to have RC Willey handle this efficiently/appropriately. This is not a sofa that can just get swapped out with no added hardship to the customer. You are proposing to piece work this flawed floor with the same floor that may very well have the same issues, and utilize the same installation company that (per third party evaluation faulted installation as the cause of the problems). That does not sound like a resolution that is best for the customer. Because this process has been so difficult in dealing with RC Willey to do what is right by their customer, I will not take the chance that the same floor be fitted to replace pieces that are currently not fitting appropriately. I paid for a solid floor that not only looks good, but will last many years, and I do not find that either will be accomplished by the method you propose.September 21, 2016 - Email from me - My apologies on not responding sooner, I have been somewhat unavailable over the past few weeks. I have received your response and we are happy to move forward with the repairs to your floor. I am not sure how you would like to proceed since I am getting conflicting information from you. When we spoke on the phone, prior to many of these emails, you had indicated that the floor was bad and needed to be replaced! Replacement requires us to tear up your old floor and put a new in. However, the manufacturer has stated that the floor is not defective and it is an installation issue. To correct the problem, we must remove the floor and re-install it. This floor is a "Click" installation and can be removed without damage to existing planks that according to the manufacturer are fine. During this process we will reinstall the floor and replace any planks that are damaged or get damaged during the process. This will correct the problem with the gaps when installed properly. If the manufacturer is wrong and the gaps can not be corrected, we will replace everything at that time. Please let me know if you would like us to proceed?Shortly after the email on September 21st - Mrs. [redacted] contacted me to ask if their was any other way to determine the condition of her floor and told me she had multiple boxes left over from the installation we could use to possible determine if it was defective or not prior to repair/replacement. I agreed that was an option and asked her if I could have our local Installation Manager pick them up from her to which she agreed.October 6, 2016 - After attempting to contact customer on an almost daily basis for close to two weeks, we were finally able to pick up the product from the consumers home which only equated to 6-7 planks instead of multiple boxes.October 12, 2016 - Email from Mrs. [redacted] - Per our conversation over the phone, you had said that it would be about 1 day for your company to put together the planks and decide whether it was a manufacturer or installation issue. Bill (your install manager) picked the planks up on Thursday 10/6/16 and it is now been almost a week with no findings.October 15, 2016 @ 1:00 PM MST - Email from me - I did state that it should not take long to look over the planks when we had them, unfortunately we did not get them assembled right away. Bill contacted me yesterday and indicated the boards he had went together well and he could not see any of the gapping issues found in you home. However, he also felt that the boards which have the issue in your home are not square on the ends (factory defect) causing the gaps which is why they are not found on subsequent planks or rows and are random throughout your home. I do feel we can push forward with this repair/replacement with the original merchandise and eliminate the issue with you floor. Please let me know when you would like us to schedule it and keep in mind it may take a few days to have everything ready and shipped to our facility in Henderson for the contract company to pick up?This has been the last communication between myself and Mrs. [redacted] to date...
The customers account has been removed from all advertising and marketing lists on RC Willey's end.There is also a different type of advertising called shared mail that the customer will also have to request to be removed from all of our ads. Shared mail is where various advertisers submit ads to a...
specific group and an advertising packet with multiple ads is distributed. The only way to be removed from this list is for the customer to request to be removed themselves. Here are the best ways to be removed from this list, listed in order of best way to contact them:* Call the toll free # 800-437-0479* Go online to https://www.redplum.com/tools/redplum-postal-addremove.htmlNote, this can take up to 6 weeks (average is 4 weeks) to stop the Redplum packet.The customer can also contact the local post office about being removed from this mailing and they will be able to help them as well. If the customer would like to be removed from all mailings, they will need to notify their other vendors to remove them from their lists as well.
We have contacted the customer and explained that as a one time courtesy we will exchange the table and it is scheduled for delivery 05/05/17
We looking into the complaint that Michelle B[redacted] submitted. The salesperson, Danny T[redacted], mentioned to our store general manager that a customer called him a few days ago. She would not identify herself, but had a question on her laminate flooring. She asked if glue should be used to hold the...
floor down and Danny told her no. It is not recommended and if she glued the floor down she would run the risk of it peaking and swelling. We also tell people to cut the laminate around the cabinets and use quarter round molding to finish it off. He never suggests that people need to pull their cabinets.The flooring was self installedThe flooring was glued downThe peaking and swelling area of the floor is very near the laundry room which may be a cause of water damage.Due to these items, we are not willing to meet the desired customer resolution of replacing the floor and installing it with professional installation. Jason did speak with the customer yesterday and mentioned that he would help her with a re-select price..She mentioned she would get back to him on it.
Upon receipt of this complaint, it was forwarded to RC Willey Financial Services Billing office for review and resolution.Our customer is correct, the ball was dropped by RC Willey associates on at least two occasions, once when the credit account was set up (1/24/15) with an incorrect email address...
for e-statements, and again in June when the store was contacted about the issue and they failed to both correct the email address, the mailing address, and waive the accrued fees and restart the original purchase because of the error. As of July 16th, the corrections have been made to ensure that our customer will begin receiving her monthly e-statements at her correct email address. The original balance has been refinanced on the 12 month financing plan that was originally requested. The additional fees including accrued interest and the late fee assessed on May 15th have also been waived. Now that the email address has been corrected, our customer is able to log into rcwilley.com and review her on-line account with us which I see she has done as of July 18th. She will be receiving a monthly e-statement notification on the 11th of each month and her payments are due on the 5th of each month beginning September .5th, 2015.Be assured that no delinquency or negative notice has been made to the various credit reporting agencies regarding this account or its recent history. We apologize for the concern this has raised with our good customer. The account remains in good standing with RC Willey and we anticipate the opportunity to provide better service to this customer in the future.
The original mattress (order #[redacted]) was purchased on August 8, 2014. The mattress was, $1117.01 and along with the mattress, Mrs [redacted] also purchased foundations @ $141.49 each. The subtotal was $1399.99, minus the adjustments/credits of $300.00, plus the tax of $89.10, therefore...
the total for the whole order was $1189.09. When the customer called in regarding the problem with the mattress, we sent out a claim to Precise Mattress Inspectors(affiliated with the manufacturer) to schedule an inspection with the customer. Precise Mattress Inspectors were only available Sundayand Monday at that time, so that conflicted with the customer's schedule. Therefore, to accommodate the customer, an RC Willey Technician was sent out to perform the inspection and send all pictures and his report to our Warranty Department. Upon receiving the report from the Technician, the mattress was deemed defective and a return was authorized. The Warranty Department submitted a credit memo (return order) for the mattress. Credit Memo #[redacted] consisted of mattress $1117.01, minus the adjustment of 239.36, plus tax of $77.55, therefore, total credit was $955.20. Now, the foundations were not being exchanged so part of the adjustment stayed with that part of the original order which difference was $60.64 (from original adjustments/credits of $300.00). The new order for the exchange was written (order #[redacted]). which consisted of a mattress, $1299.99, a mattress cover $169.99, and a pillow $149.99. The subtotal was $1619.97, minus the adjustments/credits of $347.50 (bbq grill $200.00, mattress promo $100.00, and $37.50 -25% off the pillow),plus the tax of $112.38, therefore the total purchase was $1384.85. The customer, later returned the pillow because her husband did not like it We did have an issue with the pillow which we rectified by shipping via Fed Ex with no charge to the customer. Upon receiving that pillow, the customer called the Sales Associate that the pillow was the wrong one. The Sales Associate arranged for a new pillow to be delivered and also informed the customer that she can keep the other pillow if she wishes. To clarify the amount to be paid by the customer, the mattress cover, the pillow, and the difference in price between the original and the new mattress came out to $429.65. This is the final amount charged on Mrs. [redacted]'s credit account with us.As a summary of all that took place: The original mattress that Mrs. [redacted] purchased was exchanged under the manufacturer warranty, all the adjustments were matched plus a little more, the right pillow has been delivered, an extra pillow was also sent, and the Sales Associate has followed up with Mrs [redacted] with any further concerns.
Complaint: [redacted]
I am rejecting this response because: The delivery guy completely removed the washer and never used the tight fit attachment because he forgot it so he cut some ducting to fit (pic attached) I can show you pictures of the washer and dryer and you will see that it would be impossible for anyone to install the dryer without removing the washer.
Sincerely,
[redacted]
To whom it may concern,Spoke to Mrs. [redacted] On Friday, April 17th and explained how sorry and disappointed I was with her experience. I offered to refund her entire account and pick up all of her merchandise, but we came to another agreement that she seemed pleased with. Respectfully,[redacted]...
[redacted]NDC Operations ManagerRc Willey Home Furnishings
We have corrected the account to reflect the no interest payment plan. We apologize for the mistake. We appreciate your business.
The service tech that was sent out determined that the TV was damaged by the customer. Our warranty department returned the extended warranty to the customer since the customer would not be able to use it towards the TV. Our store management reached out to [redacted] and was able to help with get a...
good deal on a TV.
The customer called in on 8/5/16 to cancel their order and requested the refund, the associate they spoke with cancelled the order and processed the refund. It normally takes about 3-5 business days for a refund to be credited back to a card regardless of whether is was a debit or credit card, the...
3-5 business day process is set in place by the credit card companies and RC Willey has no control over this. When the customer called her bank on the following Monday, they of course, would not show the funds at that point because the process takes 3-5 business days. When the customer called our store again on Wednesday, we contacted our credit card company to confirm the refund, they had to research it and contacted us on Thursday, at that point we were informed that the refund did not go through (we were not given a reason as to why because we had a refund receipt, showing the refund was processed on Saturday 8/5) after receiving that information from our credit card company one of the Office Supervisors immediately contacted the customer and asked her for her card information again and immediately processed the refund. At this point the funds should have already posted back to the customer's account. We process refunds on a daily basis without a problem and, unfortunately, we do not know what went wrong with the first refund, causing the delay. We have no control over the time frame of when funds are actually credited back to a customer's account, we apologize for the delay and tried to remedy it as soon as possible.
In regards to Michelle B[redacted]'s rejection response through the Revdex.com. The sales associate was very clear with the customer that it was not recommended to glue laminate. It was also made clear that if glue was used that it could cause peaking and or swelling of the joints which has happened to the area in question in Mrs B[redacted]'s home. During the inspection of the customers home by Jason, It was suggested that the peaking of the end joints of laminate where caused by either water damage or glue being in the joints causing the joints to peak or "pop". Water damage to laminate can happen from various circumstances from "wet" foot traffic to leaking appliances among many other possible scenarios which can not be determined. During the inspection by Jason there is evidence the joints have been glued on both sides of the planks. There was also an area in the home where the laminate had not been finished being installed to the garage entrance door. In this area it is visible that glue was between the foam underlayment and the laminate planks. The customer was offered by Jason to come in to the store to re-select to new product where the customer would receive a good faith discount for the consideration of the customers issue. Our last response indicated we would not be able to meet the customers request for receiving a new laminate floor with professional installation at RC Willey's expense. In consideration of the customers issue and in good faith we are offering the customer a 50% in-store credit of her original purchase on the laminate product only. Professional Installation is not being offered. This credit is for a re-selection to new flooring. If the customer desires installation the customer will be responsible for all labor cost to remove her old flooring and install the new flooring. This credit will not be given as a refund but as a credit towards purchasing new flooring product. The customers initial purchase was for 43 boxes at $33.58 per box. The customer returned 9 boxes that were not used leaving a total of 34 boxes that were used for her installation. The in-store flooring credit being offered is for the amount of $570.86. If the customer would like to pursue this offer please have her contact Jason N[redacted] at the Syracuse store to make arrangements for a re-selection.The customers concerns were discussed in a conference call between the store General Manager, our Vice President of Customer Service and Warranty, and the department manager Jason N[redacted].