RC Willey — Local services in Layton

Hello. I would like to start by saying before this incident we have never had any issues with RC Willey. My husband & I have been purchasing new appliances, TVs, couches, tables, safes, etc. from them with every new home (which in the last 8 years has been 4 - with this current one included).

STORYTIME - My husband & I are in the process of having our home built and we purchased a lot (over 20K) of new appliances to place in it from here. Fast forward to install day. K&T Rice (I believe was the name of the company that came). My husband was there to show them in and let them begin their work of installing. My husband then went into the backyard to do some work and to wait for them to be completed. When he came in to check on things he noticed they had left, and left a mess (see photos).

[2 photos show a LARGE hole cut into my cabinets along with the pieces of wood and sawdust. 1 shows a drawer on top of a countertop. 1 shows a drawer by my fireplace. 1 shows a drawer on my floor. This is the way things were left in the house.]

I called the install company, spoke to Tiffany, she took my information down and my issues, and she said she would get back with me. About an hour, or so, later I received a call from the installer. He started off with "I would like to explain myself if you give me a minute." To which I said "please do." He said the bottom hole in the cabinets had to be cut that large to bring through the gas line and to have access to the shut-off. The hole that he made in the middle part was done because he needed to be able to get his tool down there so he had to make the hole big enough for it to fit and that is usually not there. He said he left the wood pieces, sawdust, and drawers laying there because the tile guy was there waiting to start their job. He said he forgot to go back and clean up the mess. At which point he asked me if I had any questions that he could answer. I asked him "so I will need to call my cabinet people back to put my pot and pan drawers back in place?" He said "no, you can install them, they just slide in." I told him I was not going to be doing that because I hired RC Willey to do a job and they hired him / his company to do a job. He then asked me again if I had any more questions that he could answer. I said NO. That was the end of the call. Very rude!

I called Ryan Clark, our sales agent - who by the way is one of the greatest sales agents we have ever dealt with. And this is why I'm giving it two stars - I let Ryan know about our situation and, since it was Saturday, he was going to send this to his manager and get back with me on Monday and let me know what the outcome was.

On Monday AM I got a call from a Dan Walker, the GM at RC Willey in Layton. Dan told me that the hole they cut was necessary for them to be able to get to the shut off. And for all the folks that are reading this please know that wasn't even my biggest issue. Then he told me the secondary hole was also necessary for the same reason. I told him that was funny because that's not what the installer said on the reasoning why he made that. Dan said he hadn't even talked to the installer yet and that he called me first. I then asked him about the mess and the cabinets laying around and he said that he could get the original installers to come back out and clean up the mess. At this point, due to the installers tone on the phone, that was not an option. But other than that he saw no wrong in what they had done. My biggest thing was my drawers being left strung around my house.

More than likely, the real reason they did not put my drawers back in, my custom drawers now DO NOT fit and they will have to be notched out to be able to close all the way. I sent this issue to Ryan, he said he was going to give it to his manager. I have not heard anything back since then.

*For RC Willey - please do not respond to this saying that I need to get a hold of the installers because I already did that. And the general manager called me and that got...

This was the ABSOLUTE worst customer service experience I’ve ever had with a furniture store!!! The delivery personnel called at 10:00 saying the delivery will be at 10:45. So I rearranged my schedule for the earlier-than-expected delivery. But no one showed and I heard nothing until after 12:00 when they finally called saying they’d be there in 15 minutes. Then they actually insulted my home by looking around my living room and saying with surprise “This place ACTUALLY has a basement” after which point they just dumped the unopened package in the middle of my living room and left without helping me get the mattress to my bedroom and opening it. They were also supposed to pick up my old mattress, but refused to do so. Admittedly, there were two small spots (less than a .25” in diameter), which could be considered a biohazard. In fact, it was only drool marks from my dog that wiped right off. But I understand the bio-risk regarding marks on beds. However, I basically spent $80 on delivery for nothing. I could have hauled the boxed mattress in my car and set it up myself. I paid the fee for delivery due to a bad back requiring assistance, and they just left it in my living room… The mattress itself was supposed to be 10” memory foam, and I’ve actually measured it a couple times over the past two days (trying to give it time to fluff up after being boxed) and it’s only 9” - so false advertisement there. With memory foam, the number of inches do matter in regards to support. The mattress also caused severe back pain, so I called to complain about that and the size being wrong. The rep said I’d have to live with it for 30-days regardless of the severe pain it caused. I complained about that since I’ve been having to sleep on my couch now. So the sales rep said she’d speak with her manager and call me “right back.” It’s been 24 hrs and I haven’t received that call… From every department I’ve worked with, I have been treated with low disregard and complete lack of consideration. This store is the worst I’ve ever had...

I had a great sales experience at RC Willey unfortunately the rest of the experience didn’t go that well. My sectional was delivered on Friday but they brought the wrong pieces. I had to wait till Monday, Labor Day, for the replacement and then they didn’t have enough hardware to hook up my speakers in the sectional. They told me I would have to wait till Thursday for someone to hook up my speakers which only required ONE CABLE. They could’ve offered it to me and I would’ve came to the store to pick up the cable so that I could’ve hooked up my speakers today, instead of waiting till Thursday.

I spoke to Dan Walker, GM for Layton RC Willey, and he didn’t think it was that big of a deal. I asked him to reverse the situation as if he was the customer and I was RC Willey and he still didn’t think there was anything wrong. I asked him, now that you have my money, you don’t think you have to live up to your end of the purchase. All he did was talk over me. I told him is this how you treat your U.S Air Force Veterans. Again he could care less. He had no empathy. Just told me they weren’t perfect.

Dan said you can still sit on the couch but the speakers don’t work. I told him that wasn’t the point. I agree to the purchase price and RC Willey agree to deliver a complete set on Friday. RC Willey didn’t live up to its end of the bargain. If Dan would’ve had a little empathy I would’ve been fine but he couldn’t care less that I was a dissatisfied customer. He even encouraged me to write a review.

RC Willey is still a great store but your general manager should review your MISSION STATEMENT, the part about “Contribute to a POSITIVE and MEMORABLE CUSTOMER EXPERIENCE”. You sir, do not know your own MISSION STATEMENT. That’s an embarrassment.

I hope no one else has to deal with Daniel Walker at...