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  • I have to start by saying I have purchased several rooms of furniture over the years from RC Wiley and have always been satisfied with the service and quality of merchandise. In Nov I placed an order for a custom sectional. 6 weeks later the set arrived. There was a problem with the cushions. They sent out a tech who confirmed the issue. He was suppose to order new cushions. We waited 5 weeks when we didn't hear anything we went into the store. The order hand not been placed. Stuff happens, so we figure out what our options are with customer service. We can either order another set of cushions 5-6 week wait hopefully they will match or they will order us another sectional. We chose to order another sectional. The second sectional arrives 5 weeks later, this past Saturday, with the same irregular pattern on the cushions. The delivery guy notes the problem and we get a call again from customer service. Offering us the same options This time we go into the store and just choose another pattern thinking it's a die-lot issue with that pattern. Here is where we feel the problem is . We nowt have to wait another 5-6 weeks for the custom order. So I ask to see if we can be compensated in any way for all of this trouble. We were told, that the Manager will compensate us but we first need to order and accept the third sectional before we are told how much he will compensate us. I think that policy is ridiculous. For all we know the Manager could say to us that he is willing to take off $50, which would not be acceptable to us. The set cost almost 3,000.00. I have never heard of this before, ever. When there is a problem and it is the stores or the manufacturers fault the customer should be informed up front how they are going to be compensated. My sales associate, Rosa has been wonderful through out this entire ordeal and I would hate for her to loose the sale because of this stupid policy. Frustrated right now.
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