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RC Willey Complaint - Delivery!!!! - mattress
RC Willey Complaint

RC Willey Complaint


Delivery!!!! - mattress

I bought a mattress and paid for delivery. At the time I purchased the mattress, I asked whether RC Willey would haul off old mattress and was told they would. I also told them that I would take the delivery day off of work, but that they really needed to deliver between the 11-2 window we agreed upon. I was assured that they would. On the day of delivery, after 2:00 and no phone call and no delivery, I call customer service. The woman in customer service told me that I was "last on the schedule" and they'd get there when they get there. I told her I had to leave at 2 to pick up kids from school. She informed me that if they deliver people arrived after 2 (and after the agreed upon delivery window--their fault not mine) that they would wait only ten minutes and leave. But, I told her I'd be right back and that I was running to pick up my kids. That's the policy, she said. So, even though RC Willey screwed up and didn't deliver during the time that they said they would (and didn't call me either), when I called and said I had to run pick up my kids, but would be right back, I was told they'd wait ten minutes and that's it. Fortunately, they arrived after I had picked up my kids. But, the poor customer service had just begun. The delivery guys told me that they wouldn't haul of my mattress. It was a ten year old mattress and had been a key term of my agreement to purchase a new mattress from RC Willey. The delivery guy says he can't take a mattress with stains. There were no stains on this mattress. It was just old. Then, RC Willey delivered only one box spring. The other box spring was the wrong size. Okay, well, mistakes happen. The delivery guy told me that they would call me immediately and set up a new delivery date to bring the right sized box spring. This was a week ago. Since then, NO ONE HAS CALLED. I called a few days ago and was assured that RC Willey would be calling to set up a delivery when they could bring the new box spring. As of today, NO ONE HAS CALLED. So, my experience with the delivery team at RC Willey and their customer service has been so poor and their response to their mistakes has been so incredibly disrespectful and dismissive, I will never shop at RC Willey again. I have been a loyal customer for more than 15 years, but I am absolutely done. If you are going to have delivery and if you are going to purport to have customer service, then you better make sure that your delivery team and customer service are responsive and give a damn. The only ones at RC Willey who seem to care are the salespeople and that's because they work on commission. MOVING ON FOR GOOD.

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rcwilley says: (5 years ago)
I'm RC Willey's Online Reputation Manager. I'm sorry about the issues with your purchase and the delivery. I would be happy to follow up on everything to make sure you are taken care of. I would need more information on your purchase to do so though. Please send me an email and I'll do what I can.

Adam Young
Community/Online Reputation Manager
RC Willey Corporate Offices

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