Service for the mattress has been set up with our authorized inspector. An inspection will be done and our warranty department will follow up on the issues with the mattress from there.
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.
In addition, I would like to correct RC Willey's response indicating they were not aware of this situation until they had received the Revdex.com correspondence. Their statement lacks candor. In my original complaint, I had stated being in contact with their service manager regarding this occurrence twice previously. I have emails to verify.
Sincerely,
[redacted]
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,
[redacted]
I talked with Mr. [redacted] on Friday Sept. 4th & again today, Tuesday Sept. 8th. As requested I have refunded the amount to his credit card today. DeVon G[redacted]Manager - RC Willey Draper
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,
[redacted]
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,
[redacted]
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,
[redacted]
We have been in contact with the customer about her fridge. We have exchanged the fridge out per the notes from the servicer saying the fridge could not be fixed. Customer is aware of the exchange and has already gone to the store and finished the exchange of the fridge. Unfortunately the...
damage to the home is not something warranty covers. Customer is aware that she has to get with her home owners insurance to get the home damage fixed.
Thank you for your inquiry. I have reviewed the complaint and have found the following:This account was opened jointly by both our customer and his now ex-wife. A joint account does not require permission from one party or the other to use the account, make purchases, update account...
information etc. At the time of the new purchase activity on the account, it was "open to buy" so either party could have made purchases without notifying the other and they would be jointly liable for those purchases.In this instance however, there was a name and address change made in a store location. (no new husband was ever added). Although customers don't have to be married to obtain a joint account with RC Willey, because of the name change request, by policy, an additional step should have been taken by the store associate to determine whether there had been a separation or divorce and the account should have been closed to protect both parties. The now ex-wife would have then been able to apply for an account in her own name in order to make her purchases.Based on the fact that this step by the associate to verify continued joint ownership was not taken, RC Willey is agreeing to our customers request and we have initiated steps to remove this account from his credit report / profile with all three credit reporting agencies. RC Willey will not hold this customer liable for the purchases made on the account which constitute the remaining account balance. Please allow 2 - 3 weeks for the update to take effect on your credit.Thank you for bringing this to our attention.
Our general manager has been in touch with and communicated with [redacted] and [redacted] via email about the issues with their flooring and their appliances. An allowance was given to them due to the issues and the inconvenience and added to their account. They were grateful for the help in addressing...
The refrigerator that the customer purchased was on sale during our Anniversary Sale. The full price of the refrigerator was $1699.99. The price that we had online indicated that it was $1599.99 and included the statement that online pricing was "After All Discounts." During the original order that...
the customer placed in our stores, they received a $170 discount to go against the full price to reflect the 10% savings on appliances, which would have taken the price below the price that we are showing online. Laws in California make it so we are unable to show sales prices on specific products. With our financing there are minimum thresholds required to make an order eligible to be financed on them. The original order that the customer placed in our store that included the microwave was over $1999, and was eligible for our 18 month No Interest Plan. That order was cancelled and she placed it online. The new order was below that total, and only became eligible for our 12 month No Interest Plan. The new order did not include the microwave and only had a 3 year warranty included on it. Both the 3 year warranty and the 5 year warranty are available for refrigerator online on the product. They can be found on the product itself or in the shopping cart as a customer places an order. Since the order is well below the required amount for the 18 month No Interest Plan, we are unable to have it switched to that plan.We are not able to give you the microwave for free (through the requested $300 gift card) due to the confusion with the pricing in-store vs online.
Rc Willey apologizes for the issues that you are having. Return of the washer and dryer has been written up and you can come into the store to reseelct towards a new washer and dryer. Please contact customer service at ###-###-#### and ask to speak with Kelly R[redacted] is you have any...
questions for can further assist you in anyway. Thank you
Complaint: [redacted]
I am rejecting this response because:When the interest free time period ends, RC Willey puts the whole amount due to pay it off as the minimum amount due. For example, the minimum for that purchase might have been $100.00 each month. When the free interest time period comes to an end, they make the minimum the total amount due to pay off the account. So if $300 is the total left, instead of the normal minimum due of $100.00, they make the $300 the minimum due on that purchase. If you can't pay the $300 knowing that the interest will be added, they also add a late charge since you did not pay the account off. Other retail businesses do not do that. They simply add the interest to the account, and the minimum will be adjusted to take into account the addition of that interest. RC Willey's online access makes it very difficult to follow when the interest free period is up, so you log in and see a minimum amount due could be double what it had been the month before.
Sincerely,
[redacted]
Response to complaint from [redacted].We have spoken with the [redacted]s. We apologize that the merchandise did not meet their expectations. Service has been ordered to repair in home. A financial compensation was given. The manufacturer has been contact in regards to the...
remote. The situation is in process of being resolved. We will follow through to ensure customer satisfaction.Tammy C[redacted]General ManagerRC Willey
Our apologies to our customer, [redacted]. When asking about the correspondence from the Salesperson, he had said that he was in contact via text messaging. We had thought that this was an acceptable communication. The salesperson had tried to call a few times but got no answer but did not leave a voicemail message so he decided to text message. We are working with the manufacturer to special deliver this fridge to our South Salt Lake warehouse since there is a backlog in our main distribution in order to expedite [redacted]'s fridge. We are waiting for a response as we speak and once we receive the update, the salesperson will call [redacted] with the most current information.
The customer ordered a microwave which was a special order item, we do not carry the actual product, special order item can take any where from 4-6 weeks sometimes. also we charge a 20% non refundable fee on special orders. but we have refunded the customer back two days ago on the 7th, and we did...
not make her pay the 20% we refunded the whole amount. This has been taken care of.
Our Claims Department has received the subrogation paperwork from Mr. [redacted]' insurance company, however, further clarification is needed. An e-mail was sent a week ago today on 7/19/17 to the subrogation adjuster, Penny N[redacted], requesting clarification on a few of the documents that were sent over to us in their subrogation paperwork. We are waiting for her response before we can move forward with the claim. As of today, 7/26/17, we have not received a response form Ms. N[redacted]. We understand Mr. [redacted] wants to bring this matter to resolution and we are working to try and do that, but the recent delays have not been because of RC Willey. We continue to wait on follow up with his insurance company. They sent us their subrogation but have not responded to our other inquiries. Katie F[redacted] will be following up with Mr. [redacted] today as she received an e-mail from him this morning. We will continue to monitor for the subrogation adjuster's response and then follow up with Mr. [redacted] once we have resolved the matter with the insurance company to resolve any outstanding issues with him directly. Sincerely,Taylor P[redacted], Claims SupervisorRC Willey Home Furnishings
Service for the mattress has been set up with our authorized inspector. An inspection will be done and our warranty department will follow up on the issues with the mattress from there.
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.
In addition, I would like to correct RC Willey's response indicating they were not aware of this situation until they had received the Revdex.com correspondence. Their statement lacks candor. In my original complaint, I had stated being in contact with their service manager regarding this occurrence twice previously. I have emails to verify.
Sincerely,
[redacted]
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,
[redacted]
I talked with Mr. [redacted] on Friday Sept. 4th & again today, Tuesday Sept. 8th. As requested I have refunded the amount to his credit card today. DeVon G[redacted]Manager - RC Willey Draper
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,
[redacted]
The customer has been contacted and taken care of. The full amount of credit has been issued to her credit card. The matter is resolved.
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,
[redacted]
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,
[redacted]
We have been in contact with the customer about her fridge. We have exchanged the fridge out per the notes from the servicer saying the fridge could not be fixed. Customer is aware of the exchange and has already gone to the store and finished the exchange of the fridge. Unfortunately the...
damage to the home is not something warranty covers. Customer is aware that she has to get with her home owners insurance to get the home damage fixed.
Thank you for your inquiry. I have reviewed the complaint and have found the following:This account was opened jointly by both our customer and his now ex-wife. A joint account does not require permission from one party or the other to use the account, make purchases, update account...
information etc. At the time of the new purchase activity on the account, it was "open to buy" so either party could have made purchases without notifying the other and they would be jointly liable for those purchases.In this instance however, there was a name and address change made in a store location. (no new husband was ever added). Although customers don't have to be married to obtain a joint account with RC Willey, because of the name change request, by policy, an additional step should have been taken by the store associate to determine whether there had been a separation or divorce and the account should have been closed to protect both parties. The now ex-wife would have then been able to apply for an account in her own name in order to make her purchases.Based on the fact that this step by the associate to verify continued joint ownership was not taken, RC Willey is agreeing to our customers request and we have initiated steps to remove this account from his credit report / profile with all three credit reporting agencies. RC Willey will not hold this customer liable for the purchases made on the account which constitute the remaining account balance. Please allow 2 - 3 weeks for the update to take effect on your credit.Thank you for bringing this to our attention.
I will contact our customer on 12/11/2015.
Our general manager has been in touch with and communicated with [redacted] and [redacted] via email about the issues with their flooring and their appliances. An allowance was given to them due to the issues and the inconvenience and added to their account. They were grateful for the help in addressing...
their concerns. Adam
The refrigerator that the customer purchased was on sale during our Anniversary Sale. The full price of the refrigerator was $1699.99. The price that we had online indicated that it was $1599.99 and included the statement that online pricing was "After All Discounts." During the original order that...
the customer placed in our stores, they received a $170 discount to go against the full price to reflect the 10% savings on appliances, which would have taken the price below the price that we are showing online. Laws in California make it so we are unable to show sales prices on specific products. With our financing there are minimum thresholds required to make an order eligible to be financed on them. The original order that the customer placed in our store that included the microwave was over $1999, and was eligible for our 18 month No Interest Plan. That order was cancelled and she placed it online. The new order was below that total, and only became eligible for our 12 month No Interest Plan. The new order did not include the microwave and only had a 3 year warranty included on it. Both the 3 year warranty and the 5 year warranty are available for refrigerator online on the product. They can be found on the product itself or in the shopping cart as a customer places an order. Since the order is well below the required amount for the 18 month No Interest Plan, we are unable to have it switched to that plan.We are not able to give you the microwave for free (through the requested $300 gift card) due to the confusion with the pricing in-store vs online.
Rc Willey apologizes for the issues that you are having. Return of the washer and dryer has been written up and you can come into the store to reseelct towards a new washer and dryer. Please contact customer service at ###-###-#### and ask to speak with Kelly R[redacted] is you have any...
questions for can further assist you in anyway. Thank you
Complaint: [redacted]
I am rejecting this response because:When the interest free time period ends, RC Willey puts the whole amount due to pay it off as the minimum amount due. For example, the minimum for that purchase might have been $100.00 each month. When the free interest time period comes to an end, they make the minimum the total amount due to pay off the account. So if $300 is the total left, instead of the normal minimum due of $100.00, they make the $300 the minimum due on that purchase. If you can't pay the $300 knowing that the interest will be added, they also add a late charge since you did not pay the account off. Other retail businesses do not do that. They simply add the interest to the account, and the minimum will be adjusted to take into account the addition of that interest. RC Willey's online access makes it very difficult to follow when the interest free period is up, so you log in and see a minimum amount due could be double what it had been the month before.
Sincerely,
[redacted]
Response to complaint from [redacted].We have spoken with the [redacted]s. We apologize that the merchandise did not meet their expectations. Service has been ordered to repair in home. A financial compensation was given. The manufacturer has been contact in regards to the...
remote. The situation is in process of being resolved. We will follow through to ensure customer satisfaction.Tammy C[redacted]General ManagerRC Willey
I spoke with Mrs. [redacted]. We have issued a credit for her to visit our store to select another set. This issue is resolved.
Our apologies to our customer, [redacted]. When asking about the correspondence from the Salesperson, he had said that he was in contact via text messaging. We had thought that this was an acceptable communication. The salesperson had tried to call a few times but got no answer but did not leave a voicemail message so he decided to text message. We are working with the manufacturer to special deliver this fridge to our South Salt Lake warehouse since there is a backlog in our main distribution in order to expedite [redacted]'s fridge. We are waiting for a response as we speak and once we receive the update, the salesperson will call [redacted] with the most current information.
The customer ordered a microwave which was a special order item, we do not carry the actual product, special order item can take any where from 4-6 weeks sometimes. also we charge a 20% non refundable fee on special orders. but we have refunded the customer back two days ago on the 7th, and we did...
not make her pay the 20% we refunded the whole amount. This has been taken care of.
Our Claims Department has received the subrogation paperwork from Mr. [redacted]' insurance company, however, further clarification is needed. An e-mail was sent a week ago today on 7/19/17 to the subrogation adjuster, Penny N[redacted], requesting clarification on a few of the documents that were sent over to us in their subrogation paperwork. We are waiting for her response before we can move forward with the claim. As of today, 7/26/17, we have not received a response form Ms. N[redacted]. We understand Mr. [redacted] wants to bring this matter to resolution and we are working to try and do that, but the recent delays have not been because of RC Willey. We continue to wait on follow up with his insurance company. They sent us their subrogation but have not responded to our other inquiries. Katie F[redacted] will be following up with Mr. [redacted] today as she received an e-mail from him this morning. We will continue to monitor for the subrogation adjuster's response and then follow up with Mr. [redacted] once we have resolved the matter with the insurance company to resolve any outstanding issues with him directly. Sincerely,Taylor P[redacted], Claims SupervisorRC Willey Home Furnishings