Open Letter to RC Willey Corporate Headquarters
The following is a letter sent to RC Willey (Names removed for obvious reasons):
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July 29, 2006
RC Willey Corporate
ATTN: [DELETED]
PO Box 65320
Salt Lake City UT 84165
Dear [DELETED]:
This letter is to inform you of the exemplary customer service provided by [DELETED]. Also, to express my displeasure with my overall experience with RC Willey, Henderson.
[DELETED] has acted very professionally and helpful in this very trying experience. She is very sympathetic and has taken personal responsibility in finding an agreeable resolution to this issue. This is a trait very rare in the Henderson store. I believe very strongly that she is an example that others should follow. From nearly the beginning of our trials, she has been extremely willing and able to help, following-up with me as necessary (which has been quite often) and renewing her promise to see us through this.
On June 9, 2006, when delivering our appliances, the driver had been very rude and inconsiderate to me as well as my son. Further, while using the dolly to bring my new refrigerator into the house, he proceeded to damage my threshold. There had been other issues concerning the service loop when hooking it up.
The following day, our dining room furniture had been delivered damaged. While that driver had been courteous enough to call it in for me, which I greatly appreciated, it had been discovered that set was back-ordered. We soon decided to make a re-selection when the option had been given us. Our sales person, [DELETED], had not informed us that this selection had been placed on back-order as well.
I must note here that [DELETED] had been very rude and condescending towards me on the phone. Even after waiting a month and one half, she had told me to be patient and had interrupted me several times yet insisted I listen to her when she was speaking. She refused to follow up with us until new information was received, even if weeks had passed.
In short, we have been treated poorly, made to deal with constant delays, damaged furniture as well as been “talked down to” by more than one associate, including warehouse personnel. Please keep in mind that the ONLY person that has been truly helpful is [DELETED].
After spending nearly $10,000 in your store in a single day, one would come to expect much better treatment. Consequently, the amount someone spends in your stores should not determine the level of service or simple respect afforded to a customer.
Unfortunately, despite the exemplary behavior of [DELETED], my family will never shop your stores again. Drastic changes should be made to improve customer service to the level [DELETED] provided so well without hesitation.
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Good luck if you choose to shop RC Willey. I would not recommend it though. We are STILL awaiting completion of the insurance claim regarding the front door threshold and have FINALLY come to completion on getting furniture right and without damage. This chapter can now be closed. Couldn't have been any sooner though.
------------------------------------------
July 29, 2006
RC Willey Corporate
ATTN: [DELETED]
PO Box 65320
Salt Lake City UT 84165
Dear [DELETED]:
This letter is to inform you of the exemplary customer service provided by [DELETED]. Also, to express my displeasure with my overall experience with RC Willey, Henderson.
[DELETED] has acted very professionally and helpful in this very trying experience. She is very sympathetic and has taken personal responsibility in finding an agreeable resolution to this issue. This is a trait very rare in the Henderson store. I believe very strongly that she is an example that others should follow. From nearly the beginning of our trials, she has been extremely willing and able to help, following-up with me as necessary (which has been quite often) and renewing her promise to see us through this.
On June 9, 2006, when delivering our appliances, the driver had been very rude and inconsiderate to me as well as my son. Further, while using the dolly to bring my new refrigerator into the house, he proceeded to damage my threshold. There had been other issues concerning the service loop when hooking it up.
The following day, our dining room furniture had been delivered damaged. While that driver had been courteous enough to call it in for me, which I greatly appreciated, it had been discovered that set was back-ordered. We soon decided to make a re-selection when the option had been given us. Our sales person, [DELETED], had not informed us that this selection had been placed on back-order as well.
I must note here that [DELETED] had been very rude and condescending towards me on the phone. Even after waiting a month and one half, she had told me to be patient and had interrupted me several times yet insisted I listen to her when she was speaking. She refused to follow up with us until new information was received, even if weeks had passed.
In short, we have been treated poorly, made to deal with constant delays, damaged furniture as well as been “talked down to” by more than one associate, including warehouse personnel. Please keep in mind that the ONLY person that has been truly helpful is [DELETED].
After spending nearly $10,000 in your store in a single day, one would come to expect much better treatment. Consequently, the amount someone spends in your stores should not determine the level of service or simple respect afforded to a customer.
Unfortunately, despite the exemplary behavior of [DELETED], my family will never shop your stores again. Drastic changes should be made to improve customer service to the level [DELETED] provided so well without hesitation.
------------------------------------------
Good luck if you choose to shop RC Willey. I would not recommend it though. We are STILL awaiting completion of the insurance claim regarding the front door threshold and have FINALLY come to completion on getting furniture right and without damage. This chapter can now be closed. Couldn't have been any sooner though.
posted by QballRail at 8:52 PM
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