No warrenty support
Complaint
Mike Ledingham
Country: United States
We bought a Spring Air mattress and box springs from RC Willey. After 3 years we had sagging on both sides. We turned it but because it is a pillow-top we could not flip it. They sent someone out and it had only sunk 1 1/4" so, in their opinion, it was not a defective mattress. The store did not back us and this huge distributer said they could not do anything for us.
Comments
I don't know if have solved your mattress warranty problem with RC Willey or not yet. We had a run in with them several years ago with a sectional leather sofa. Because of the high cost of the sofa, we bought their extended warranty. After just a few months, we could see the leather spliting on the back of the sofa. Each day, it would get a little bit larger. Finally, we called RC Willey customer service and was told this covered under our extended warrany with a separate company. We called that company and they said it was a manufacturer's defect in the leather and to call RC Willey. So we called RC Willey again and they sent a guy out to look at it. He said this split was caused by the manufacturer using the belly leather from the cow and not the good leather. He thought RC Willey would be able to fix it. A couple of days later, I got a call from RC Willey stating that this was covered by my extended warranty and to call this separate company. So I called them and they told me they didn't have to cover it because I didn't report it within 5 or 10 days of first noticing the split. I read my extended warranty manual and it stated that the customer did have to call within a certain amount of days to report the problem. I talked to a lady who worked for RC Willey and she gave me a couple of names of "Higher Up's" at RC Willey to write to and complain. Before I did, I contacted Gephart (Investigative Reporter) with Channel 2 News. His office told me to write these letters and if I didn't get any results, to let them know. I told Gephart's Office they may be interested in this ripoff warranty RC Willey was selling. So I wrote my letters to RC Willey and explained the situation to them. I told them I had contacted Gephart's Office about a possible investigation into these ripoff warranties. I was told by a "higher up" that they would pick up my defective sofa and see if they could fix it. They did, and within 3 days I got a call telling me the manufacturer was out of business and they couldn't get a replacement piece of leather for that section. They ended up credited back the whole purchase amount to my RC Willey account and invited me back to pick out something else with the refunded money. So I was lucky, but I think it is the case of the squeaky wheel gets the grease. You have got to stay in their face or they will just let you disappear. We also contacted our salesman at RC Willey when the initial situation happened, he wouldn't return our phone messages. He was just interested in his commission and not customer service. I hope this story helps you or someone else out there dealing with warranty problems with RC Willey. Good Luck!
I called RC Willey today as we have a 5 yr R.T.and B. (Rip, Tear & Burn) warranty on a leather couch. We paid $129.99 for the warranty about 4 1/2 years ago. I was cleaning out old files and found the paper. We recently moved and the couch was torn at the side during the move. I called them to activate the warranty. They were very nice to accomodate me and then mentioned I would be responsible for the labor charge of $60. I said I purchased a warranty, she said that only covers the "parts". I asked what parts for this repair. She said fabric to put under the tear, glue, and coloring to blend it in. (Probably $10 worth of parts.) RIPOFF!!!