RC Willey — Local services in Reno

Went in to find a beanbag chair for a toddler. 6 in stock in the store, but only 3 varieties with differing colors. Attempting to purchase the item: have to speak with a clerk in the store who apparently needs a full name and phone number before they will consider selling you anything. They probably want to collect home addresses too, but the entire process of the clerk entering my name and phone number, to give me a receipt to present to the cashier, took 5 minutes. Queue moving to the cashier, where no less than 7 employees are behind the cashiers' counter, only one is cashiering, and she's involved in some complex financing scheme with the person in front of me (one of only 4 other customers in the store). Queue another 5 minute wait until she has the guy on the phone with his bank and can ring me out. My first time in this store, and I am never setting foot in an RC Willey again. Data scraping to sell off personal information, slack customer service, and poor inventory. The enshittification has thoroughly taken hold of this chain.

Edit: 37 plb. child sat on the beanbag chair and stuffing already popped out. Inspected the bag only to find the entire zipper was manufactured backwards, interior to a poorly-made mesh foam bag and tearing large chunks in the sides and leaking the beanbag filling whenever it moved. This item was "suggested retail" at 250, on floor at 199, and marked down to a modest 129 (about 140 after tax) and was not labelled as damaged/mismade goods.

I should point out in my 3 solicited customer interactions: I had a door person greet me and direct me to the children's section; another employee followed me around the children's section asking intrusive questions about my child; a third employee asked me if I knew what I was looking for and informed me I could just take the item to checkout; a fourth employee, when asked where the checkout counter was, immediately detained me to "print a label and check inventory" while collecting personal information and preventing me from getting a lunch for my child in a timely manner; the last employee, the cashier, was too involved with her complex customer to consider calling another associate over to assist at the desk. RC Willey is a scam, the dented can store of furniture retailers, but charging glass jar prices for known poorly made merchandise. DO NOT GO HERE.

Edit 2: spelling/formatting. I would also like to point out in the automated-bot owner's response: Collecting and soliciting personal information, special personal information, and any kind of data collection at all for "security purposes" implies on purchases for items this small demonstrates that the company is either in such a poor financial state that fraud is rampant or their security contracting services require this level of data harvesting and then go on to sell it themselves as part of their...

• Update: we went back in to ask about the refund and the missing pieces and the damaged pieces. Jayson Dean and his manager Jose, as well as Erin from Customer Service were all incredibly helpful and went above and beyond to make our experience what it needed to be. The refund was on hold waiting for the rest of the order to ship. The pieces were missing due to an error in the SKU number and they were able to get the missing pieces the next day to be delivered. The entire product was discounted due to the error. They quickly offered to replace the damaged pieces and those were able to be added into the delivery the following day as well. Those three are the only reason we will ever shop at RC Willey again. They worked their butts off to fix everything for us.*

This has been rough. We just furnished our entire 2800 square-foot house through RC Willey. We purchased close to $30,000 worth of furniture. We were so excited to get it. And we’ve had nothing but problems.

For starters, we came in and picked out everything we wanted, and got it all priced out. We were told if we put 20% down, and it went on sale, they would honor the lower price. We put everything on our list right before Memorial Day sale.

We finally order our items, and we are excited because most of the items are in stock and going to arrive soon. We were assured by the sales rep that the memorial day sale had started on the day we bought our items, and that was the lowest price they would be.

The next day, after paying for our furniture in full. I log onto the RC Willey website and see that most of the items we purchased are significantly discounted for the sale. I call RC Willey, and tell them this, and they honor the price change, even though the order is paid in full. The problem is, they never issued us our refund of approximately $900.

Delivery day comes, and one of our items has a large stain on the front of it, The couch has a tear, And one of the recliners does not fold in all the way. The delivery people were quick, but too quick. Several items slammed down onto my wooden floor, and they bumped several pieces of furniture on the ground, scuffing them.

Additionally, one of the main bases for one of the tables we ordered was not even ordered by the sales rep. I called the sales rep, the delivery guy called the sales rep, the delivery guys direct supervisor called the sales rep. We all left voicemails. I have called and asked to speak to him while he’s working on the floor, and he has not returned any of my calls to order this additional piece. So we still are without this piece for the table and unsure when we will ever get it.

Overall. Super disappointed with my first experience with RC Willey. Most likely this will be my last. I would give one star, however, the furniture that we ordered I do like. So I will give two for...

3rd and Final Update! - After marinating on the below for a few days I decided to reach back out. I wasn't as disappointed with the outcome as much as I was with the way I had been treated and the misleading information.

I was able to talk with the assistant furniture manager since the manager was out of town. He clarified a TON of information previous employees has failed to explain correctly. I also learned some of the employees may have misrepresented not only their position but also information about the warranty, etc.

The assistant manager was MORE than fair and he offered a choice of resolutions - a generous partial refund of the purchase towards the purchase I has made to replace the furniture or an EVEN MORE generous credit towards a future purchase.

What was nice was the assistant manager recognized my loyalty to the company, was VERY transparent, and clearly emphasized the value of customer service and repeat business. The assistant manager salvaged my patronage.

I can't underestimate the importance of this because it was never about the money, it WAS about the experience and treatment of a long term and committed customer. Lesson learned - sometimes you just need to get to the right person.

1st Post - Mr. Beardon is our go to salesman! Always a great experience.

2nd Post - Well unfortunately have to change this review. Not Mr. Beardon's fault per se. Don't believe what RC Wiley has to tell you about their extended warranty. Doesn't cover a thing. Covers one accidental spill and one accidental cut - that's not what the sale persons would have you believe. 4 year old couch falling apart? Labeled abuse by their extended warranty department even though technician who came out said, "someone didn't do their job" when commenting on the pilling, decomposing seam threads with gaping open holes, lumpy cushions, and structural back support caving in. Strange that every single other piece of furniture in my house is fine!

Very disappointed. After spending literally tens of thousands of dollars what a slap in the face to not only receive zero customer service but to be told it's my fault and that my belongings were abused. Think twice before you spend your money here. I certainly will be moving forward.

The last photo is another couch purchased at the EXACT same time - seems just fine! ...