RC Willey — Attraction in Summerlin South

Horrible Experience with RC Willey: Unprofessional and Misleading Customer Service

My experience with RC Willey has been nothing short of a nightmare, and I feel compelled to share my story to warn others. We purchased our furniture well in advance, with the understanding that it would be ready and delivered as soon as our new home was finished being built. The salesman assured us that our items were in stock and that they would be waiting for us in the warehouse with our name on them. So far, so good, right? Unfortunately, that’s where the positive experience ended.

When the day finally came for our move-in, we were told that our table and chairs were on backorder and would not be available for at least another month. We were shocked—we had been explicitly told everything was in stock. When we went back to the store to get clarification, things only got worse. The salesman, who had sold us the furniture, actually lied and forged a comment on our receipt claiming that he had informed us of the backorder status. Thankfully, we had the original receipts, which showed no such note. This led to an uncomfortable confrontation with the furniture manager, who acted like we were the ones at fault. Instead of offering any real solution, he essentially dismissed us, claiming there was nothing he could do because he wasn’t present during our original conversation. We were made to feel like the issue was our fault, and no apology or attempt at resolution was offered.

To make matters even worse, we had purchased a 6th chair, and the company gave us 6 loaner chairs in the meantime. But when we asked about this 6th chair, we were told that no record existed of our purchase. The next manager we spoke to laughed at us and casually dismissed our concern, saying that it “didn’t make sense” for us to have six chairs for our table anyway. They claimed they just gave us an extra chair for no reason. It was completely disrespectful and unprofessional.

After all of this, the level of arrogance and lack of accountability from RC Willey has left us not just dissatisfied, but deeply frustrated. The managers were dismissive, the sales staff dishonest, and we were made to feel like the problem rather than the customer. I have shared this experience with friends, family, and colleagues, many of whom have been loyal customers of RC Willey for years. Now, no one I know will ever step foot in that store again.

There is so much I could add like the lack of communication when delivery items were damaged and just didn’t show up with the rest. Or being told the other three chairs were damaged in shipping by the salesman and the manager telling us they were still at the port. Or never receiving a phone call back after a week from our salesman on this issue. But I think you see the picture of the lies, coverups, and complete disrespect to paying customers, who already handed over the full amount.

In short, RC Willey’s customer service is abysmal, and they have completely lost our business for good. If you value honesty, reliability, and customer care, I highly recommend you...

We should have shopped at RC Willey in the first place!! ... My wife and I first got acquainted with RC at the Summerlin Las Vegas store about 16 yrs ago when we bought a recliner loveseat which we still have. It is still in very good working order. Fast forward 16 yrs... My back trouble dictates that I use a lift recliner chair now, and I'll admit I am hard on my furniture because of my medical issues.. my wife talked me into buying something cheaper online from Amazon last year. It looked good on paper, but turned out to be a disaster. Chair measurements didn't match the listing, the electrical wire harness was missing half its findings and had just bare stripped wires. Impossible to use. We think it was stripped for spare parts but shipped to us fraudulently as a complete unit. Zero success in customer service online or by phone. We junked it after 6 months, threw in the towel and went back to RC, where we should have gone in the first place.. but we didn't know they now stock lift recliners... as before, we got friendly and expert service from the staff who remembered us, gave us a good price, much better product quality, for a superb lift recliner that I got to try out beforehand - they had a floor model so I could make sure it was what I needed. It was!!! They extended the unit warranty and provided lifetime supply of conditioning and cleaning products and bumper and a 5 year bumper-to-bumper parts and labor warranty. Moral of the story: some things are so important to your quality of life that you need to talk to people personally and see/try the product in person to see what you're getting for your money. The wife and I actually added up our costs for the five cheap shoddy recliners I've bought the last 16 yrs - and we were shocked at how expensive cheap stuff was. In 16 years we spent well over $4,000 for five chairs with extra warranty and delivery costs, all from Big Lots. None of these chairs lasted more than 2-3 years. There was no repair resource, as the Big Lots store mgr actually told us they were deemed unfixable and had to be junked. With that $$ I could have bought at least two of RCs units and still been enjoying them! Their white glove delivery and setup is included in the price. I could have avoided putting 5 pieces of junk in our landfills and patronizing a faceless oligarchy who absolutely did not care about the defects they took our money for (yes Amazon I'm talking to you!) and got top quality product and service by spending my $$ with a local business instead, who in my opinion is deservedly at the top of their game. I won't buy my furniture anywhere else from now on. Bravo to RC Willey! We'll be back next year for a recliner sofa for the living room. Now we simply put away a few dollars each month for real furniture that lasts. Thanks RC - for doing business the...

Purchased a “Victory VT-20 Gloss Black Elock” from Gabe 2 years ago. It was returned from the customer who ordered it because, it was “Nicked & Scratched.” At least that is what the tag stated. I bought it because my father passed away January 11 of 2022. I needed a place to store his firearms as well as my significant others and mine. A few weeks ago, I hired a safe company to assemble the interior. Came to find out the gun rack and instructions that were supplied didn’t even belong to the safe I purchased. A few shelves were missing as well. Went down to the store and initially spoke with “Thory,” a manager, who I assume oversees this specific department. I explained the situation and he offered to accept it back and refund my money. I was told it would take 14 business days to return my money by check. He offered to sell me a new safe however, didn’t offer any discounts or incentives for my trouble. I went and decided to shop around. Found a great deal on a safe two and half times larger than the previous safe for a $100.00 more than what I previously had at home. Called corporate and explained the situation based on my discussion with Gabe and Thory. I also inquired why a refund would take so long. I mentioned the lack of initiative to assist me in my dilemma. I felt the item I purchased based on what was written and documented, versus what I received was clearly a bait and switch. What I omitted when I went in for assistance, related to being a witness on a case here in clark county. My significant other and I have reason to believe our safe was breached. We reported our home being broken into. We contacted the safe company but because the safe wasn’t complete we decided to get rid of it. If your looking for a safe don’t buy from RC Willey. They are way overpriced. Look online and compare the price and models with local safe companies and big box retailers. You can find a much better deal. I got a 56 long gun safe for 1499.99. I also have a lifetime warranty. When management at the store level appears to be misleading, suggests they are doing you a favor when clearly the sale was compromised from the beginning, and shows zero empathy towards their customers, you know not to...