RC Willey — Local services in Meridian

My wife and I went to RC Willey to buy a refrigerator on Friday, Dec. 27th. We live in an older home with a small area for a fridge, so we were pretty limited. When we got there, the salesperson working the area was super friendly and helpful. We explained our limitations and he showed us all of our options, even walking around with us and taking physical measurements to confirm the fridges would fit. He told us they had a couple fridges that were on clearance because they had been delivered to a development but returned unused. It seemed like the perfect deal. I loved everything about my experience on the 27th and if it had ended there, I would have given them 6 out of 5 stars. But sweet baby Jesus did it not end there....

Our fridge was delivered on Dec. 31st. The technicians removed the old fridge and took it away and installed the new one. They told my wife "Give it a couple hours and it should be good. You can move your food in there." Of course, this was totally inaccurate, as the installation guide says to give the fridge 24 hours to reach a stable temperature. Of course, we would not have known that, as the technicians left no appliance manual, installation guide, or any other documentation for our brand new, never used fridge. Not that it mattered, since the fridge didn't actually work.

After 2 days of waiting, we decided the fridge must be broken, as it was still not dropping temperature. My wife called RC Willey Thursday, Jan 2nd in the afternoon. They said they would contact a third-party company to service it and sent a work order by email. They said a technician would call us Friday or Monday.

By Monday around noon (Jan 6th), we still had not heard from the 3rd party servicing company. I called RC Willey and left my number in the queue. Don't use that feature, it doesn't work. I still had not received a call back by 2 PM on Monday, so I called again and got a hold of someone in customer service. They confirmed an email was sent Thursday and we should hear from the 3rd party any minute. I strongly requested the name and contact info for the 3rd party and got it after a bit of hesitancy. I called the 3rd party company and after waiting for 12 other people ahead of me, I reached someone who told me they definitely did not have an email from RC Willey about my work order. They said the person from RC Willey may have used the wrong email and I would have to call them again. I contacted RC Willey again and sure enough, the order was sent to the wrong email and nobody noticed. So my work order never made it out the door. The person I talked to this time was apologetic for the mistake on their end, but that did little good to give me back the 5 days without a working fridge.

After getting confirmation that the email was sent to the correct address this time, I called back to the 3rd party company and waited for another 8 people ahead of me. It was about 2:45 PM by now. When I did get through, he person said it would take a few hours for the email to process through their system. Great news! I called again at 6:30 PM and it hadn't been received yet. I called again Tuesday, Jan 7th (1 week without a fridge) at 8 AM and it had finally come through. Unfortunately, their soonest available appointment was Monday, Jan 13th.

So that's where things stand now. The issue is far from resolved, but RC Willey has washed their hands of it, so I guess that's as much info as they need. I recognize that sometimes things break and that's life, but the complete lack of quality control checks within the process is beyond absurd. Had I not inserted myself into the process, we would still be waiting for a call that was never coming from the 3rd party company. I cannot recommend RC Willey to anyone and I will certainly never use them again. Which is unfortunate given how enjoyable our in-store experience was. Without that, this would be a zero star review.

P.S. Pic of the serial number attached if RC Willey wants to reach out and...

I needed a new washer and dryer and I can’t walk very far. I contacted RC Willy and the lovely sales woman. I think her name was Megan met me at the front door with a wheelchair. Took me to the Appliance. Help me select what I wanted took me to the checkout stayed with me help me check out and pay for my purchase. However, what happened after that is a dealbreaker three young men came to deliver my washer and dryer on pedestals. they destroyed the pneumatic closure on my storm door by failing to take the pin out of it and forcing through the door, they finally did take the pin off. Then when they got the washer and dryer to the laundry room, they managed to damage the millwork around both the kitchen door and the inside and outside of the laundry room door. They did not take the door off initially and struggled and struggled and finally took the door off. That allowed them to mark up the inside of my laundry room. When I wash the first time, my washer danced all over the place I had them come back out and they had failed to put one of the legs down, so it was out of balance. they sent somebody out to repair the woodwork damage. He kind of ran out of time and I continued to find more areas of damage so now they’re scheduled to come out again. I find the washer will not spin long enough or hard enough with my towels and I have to run my towels through the dryer twice. So now I have to be scheduled for a washer repair person. The person I have worked with in customer support has been adversarial and on two occasion said something that alluded to the fact that they could not have done the damage that they did. My millwork is in excellent condition throughout the house. I’ve never had damage like this done and I’ve had washers and dryers and refrigerators and couches and beds and big hutches times two delivered with no harm to my property. I’m so discouraged. This has been going on for a month and the problem still isn’t solved. I don’t know when they became so adversarial but don’t buy from them. I’m sure that they’re having problems getting good trained help but they need to find a way to provide better service this has got to be costing them a fortune, and it is totally disillusioned me now my washer won’t spin hard enough to get the water out and the customer service person said that I didn’t have any recourse as far as returning the washer because more than 14 days have passed. I don’t want to return the washer. I don’t want them coming into and out of my home again. I hope that the washer repair man when he finally comes...

We bought a bedroom dresser. Picked it up two days later. Got it home and unboxed it and it was damaged. Called and they said they would replace it no problem. They would deliver and take away the old one. Very much appreciated. Scheduled a delivery for the next Saturday. On Friday got a text to confirm delivery the next day. On Saturday got an email that the dresser is out for delivery and will be delivered by 1pm. Stayed at home until 1:30 and no dresser. I called to see where the dresser was. Turns out it was never going to get delivered that day. The system needs someone to go in and toggle something to actually cause the delivery to happen. This didn't happen but somehow it still tells the customer it is coming. Not sure how you can have a system like that? I have had a couple of emails from RC Willey asking me to rate my purchase. So far I still don’t have it. Salesperson was nice. Good customer service to offer to replace. Terrible delivery system that has caused frustration.

Update to this. Our second try at getting a dresser didn’t go any better. Got the same texts and emails to confirm the delivery. Day of delivery came and someone actually showed up. They came to the door with a dolly and a hose and asked if we were expecting a washing machine. My wife told them no. They asked if it was a dryer. Also no. She said we were expecting a dresser. The guy said “oh, that was damaged and they were going to have to order a new one and they weren’t supposed to stop at our house since they didn’t bring the dresser because it was damaged and turned around and walked away. So, once again we waited around. No one called to say the dresser was damaged and they wouldn’t be bringing it. If the driver wasn’t confused about where he was supposed to deliver the washing machine it sounds like they may have just not shown up at our house without any communication again. Now we are again waiting for someone to set up a new delivery time with us so we can wait around again for them to possibly bring us a dresser, or not. Who knows…

New update. The driver marked the delivery as complete and somehow there was no communication that the dresser never got on the truck. I received a text from customer service and the salesman asking why we didn’t return the old dresser. So again a system that told us our dresser was coming when it wasn’t on the truck. Poor communication. If the dresser wasn’t the one that matched the bed we have, we would just cancel and be done...