RC Willey — Local services in Rocklin

We’ve purchased a number of things over the from the Rocklin store and up until our most recent experience, they were great. Since the beginning of March we’ve purchased a sectional (x2 actually), combo oven/microwave, dishwasher, rug, trash compactor, refrigerator, dresser, nightstand, and a chair. A pretty penny has been spent. First sectional we ordered, one piece was a special order 8-10 weeks, ok fine. They brought three of the pieces that were available- they had to exchange two of the pieces due to damage. Still waiting for the rug, dresser and nightstand. Get a call that our special order piece of the first sectional is delayed to the end of June. We all agree to exchange the first sectional. We head to the store 5/3/25 and pick out a different sectional. While there, we also buy all the 4 appliances. (While checking out, part of my payment of $4000 dollars is made and then the computer immediately goes down, no receipt prints. We now have to wait for them to find my payment in their system when it comes back up. During I make a comment that it’s a sign I shouldn’t be buying this. Should have listened.) Two appliances were supposed to be delivered Tuesday, 5/6 and two on Friday 5/9, the new sectional 5/8. Tuesday late afternoon, we have heard nothing, so I call. I get passed around, no one can figure out why they aren’t getting delivered. Someone finally calls me back to say they messed up the billing, they figure it out and take care of it. Move my delivery so now all four appliances will come 5/9, fine. New sectional comes Thursday, one of the pieces are messed up, so they have to deliver the replacement 5/14. 5/9 arrives, the installer guy shows up with my oven and dishwasher. He’s great, gets it done. While he’s here, I call to ask about the refrigerator and compactor. They tell me they see they are supposed to deliver, she puts me on hold and comes back to say the same company installing the oven and dishwasher were also supposed to bring the other two pieces, I hang up to all the installer, he says nope, we don’t do refrigerators. I call back again, tell the whole story again, and “Renee” can’t figure it out. Says she needs to wait for her supervisor to return and then she’ll call me back. Almost three hours go by, no call back, so I call again and this point I just ask for a supervisor, I get “Valentina”, who already seems upset that she’s going to have to deal with my call. Of all the calls I’ve made throughout the week, she’s the only one that asks to speak directly to my husband, I call him upstairs, he gets on the phone and gives permission to speak to me. I express my dissatisfaction with the WHOLE situation and comment that I’m so frustrated, at this point I feel like I’m ready to return it all. She’s responded, “so do you want me to start a return or help you?” At this point I ask to speak with her manager. She asks why, what has she done that isn’t helping me, says she’s been trying to help me for the last 8 minutes but I’m not letting her do her job. I responded in a firm tone that the only thing she’s done for the last 8 minutes is argue with me about the service I’ve gotten up to this point. She tells me to call her back when I calm down and hangs up on me. I’m livid at this point, call back and get a manager “Jessie”, over appliances. She explains they had a system issue that automatically flagged all my items to be delivered by the installer. They can’t deliver today, but could deliver the following day, 5/10. Sure also offers to credit the $99 delivery fee. Items were delivered. I log into my account today to find that I’ve been charged another $99 plus tax!! So I’ll be spending another day on the phone come Monday. HORRIBLE, HORRIBLE, HORRIBLE experience. I will say that with the exception of Renee and Valentina, others tried to be helpful, including our sales people. Renee and Valentina should not be allowed to interact with customers. It seems that it’s time for a...

Terrible, wrong flooring installation, no one offered a solution. Flooring completely different than sample, Jeff, the Manager offered zero solutions. I have existing hardwood floors and carefully picked flooring to match from three similarly colored samples. I have left messages for store Manager to discuss and no return call yet. Wrong flooring installed as other contractors were lined up, one after, another and a delay, would have cost more money, all my belongings were outside, I had no where live for weeks if product reordered, I had pets caged during the project and had to stay at the house, they could not remain caged for weeks, I took vacation from work to get this job completed. RC Willey failed completely. I was told the picture on the back of tge sample was what I should have looked at, if that is correct than when the public walks in all samples should be turned to the back to select from. I was care, asked questions, contacted everyone they said to arrange installation, make down payment, make sure the house was cleared and ready. I cannot control that what was delivered, which was in the warehouse and I did not see until day 1 of the job, was not the same as the sample at all. I immediately told the installation team whom called their manager, there was no solution offered. I went and picked up the sample and showed installation team and they agreed completely different but asked me what do you want to do? I went back to RC willey with the sample and new flooring Sample and showed them what arrived is completely different. I left after being told they would help me. I told them.not to have installation team arrive the next morning while we resolved this. The installation team arrived anyway at 7am and I had to tell them. I was called to come back to RC willey and they showed me the same sample I selected and had showed them the night before and my same new piece of flooring and said if you flip your sample over it pretty.much matches the picture of flooring on the back. My existing flooring is cherry, the sample I selected and ordered from was cherry, tge new flooring was dark brown to coffee almost black. They said I would be chargedc20% restocking fee. They offered no solution and stared at me and my neighbor. They stated you said you took Vacation and your pets locked up, what's your decision the installation team waiting. I was shocked by the treatment and unprofessional attitude. I was exhausted from emptying my house over 5 days and overwhelmed by the wrong flooring arriving. No solution was ever made, no discount on tge ugly flooring that arrived. My house looks terrible and I want to sell it now....

Its too bad no star isn't an option.

We bought a rocking chair on clearance, as is. We understood that and were fine with the chair. We paid for it and were told to load it behind the store. We were waiting for a long time before the chair was brought out to us, which was odd considering there wasn't anyone else waiting for furniture to be loaded and it was a small rocking chair. When the chair finally arrived to be loaded, I picked it up to put into my truck and a large piece of wood broke off. It was covered in fresh glue which got all over my fingers. The break had literally just happened when their employees went to load it from the showroom. They tried to fix it in secret and pass it over on my wife and I.

The worst part of this entire situation is, I went to customer service and brought the issue up to 3 employees. I told them that we have bought several large pieces of furniture there in the past, and because their employees were trying to get one over on me, im probably not going to return there in the future. None of the employees at customer service said a word to me in response, I brought it up a second time and asked them how they can consider themselves customer service without taking the customers concerns seriously. They should have brought in a manager and attempted to resolve my issue.

When you buy something as is, it might get broken before it gets loaded onto your truck. Be careful and look things over closely. Do not expect them to try to resolve your issues on any level, they just want the sale. Avoid this company.

This was added after the business owners response as a response back to them.

You clearly did not read my post before responding with your own response. The time waiting wasn't the issue at all. Your employees broke the furniture, glued it together, and then lied to me when I asked them about what happened. I then went to customer service and politely informed them that their warehouse workers are breaking furniture and trying to pass it off on the customer. My wife and I have spent thousands of dollars at this store and we will never return because we feel like you offer horrible service. None of your employees thought to involve a manager to rectify this situation. It was amazing to me how bad the service was. I will be passing bad word of mouth to everyone I know about this company because of this experience.

P.S. It was a rocking chair. Not a recliner. You should read...