Wayfair Customer Service Issues

Order Number: [redacted] I have ordered several items from Wayfair without issue before, so please understand that this is not meant as a complaint. However, I recently encountered a problem with my order. I purchased a sliding barn door hardware kit, but the initial package only contained the metal rod, missing the wheels and mounting hardware. Customer service, especially Josh, was helpful in sending a replacement promptly. The replacement package, received at no extra cost, included only one wheel and another rod, still missing mounting hardware. I appreciate the effort, but I now feel it's best to return both packages to avoid receiving incomplete items in the future (I was instructed to keep the first package by Josh). Could someone please contact me via email or phone to guide me on the return process and issue a refund? Thank you for your assistance.

I purchased a bed frame from your website last Sunday. Unfortunately, only part of the bed was delivered on Thursday, despite taking time off work expecting the full delivery. I was assured the second part would arrive within 48 hours, but it's now Saturday with no update. I had to dispose of my old bed in anticipation of the new one, leaving me without a bed and uncertainty on the delivery. This lack of communication and incomplete delivery is disappointing and unacceptable.

I placed an order for a bed frame on your website last Sunday. I scheduled time off work for the delivery that was supposed to take place last Thursday according to the email notification. However, only part of the bed arrived on Thursday, causing me disappointment. This situation is frustrating since I had already taken time off work and now need to take another unpaid day off to await the second part of the delivery. After contacting customer service, I was told the missing part would arrive within 48 hours. It is now Monday, and I have not received any further updates. I trusted that the entire bed would be delivered by the end of the week, but this has not been the case. I have already disposed of my old bed in anticipation of the new one and am now left without a bed while waiting for the rest of my order. I kindly request compensation and an update on the status of my delivery.

I am reaching out regarding my order number #[redacted]. I placed this order in April with a delivery date set for the end of May. Due to ongoing room renovations, I requested a change in the delivery to the week starting June 11th as instructed in the email, but have not received any responses after multiple attempts via email and phone calls to Wayfair. Two representatives, Bailey and Mary, have been unable to locate my parcels after weeks of searching. A recent voicemail suggests the parcels may have been lost in transit and a new order has been placed, pushing the delivery to end of July. This delay of possibly over 3 months from the original order date is incredibly frustrating. I am seeking clarification on what Wayfair plans to do as a gesture of goodwill. Perhaps assembly by delivery drivers for my two sideboards could be arranged? Looking forward to your response. Warm regards, M. Kramer

Dear Online Customer Support, I am writing to inform you of an issue with my recent order (#[redacted]) of the Oxford fireplace mantle surround. Upon unpacking the item, I discovered that the right leg of the mantle is misaligned by 3/4 inch, while the left leg is fine. There seems to be no damage from shipping, as the misalignment appears to be a result of assembly. It's noticeable when placed against the wall. I noticed repairs at the top of the right leg, which caused the misalignment. It seems like fixing it might entail sawing part of the leg to realign and glue it back. I appreciate your assistance in resolving this matter. Thank you, R.B. Tracking #CA[redacted]01 Delivery address: Ralph Baker [redacted] Cook St. Lindsay, Ont. K9V 0K8 Contact: [redacted]

I am requesting to cancel Order #[redacted]. I placed the order last night but found a different rug on your website that I prefer. I attempted to cancel it but encountered difficulties when I called your customer service line. The automated system led me to a dead end before switching to Spanish prompts, then instructed me to hang up and try again if I needed help. I also tried to cancel online but received an error message stating there were technical issues on your end. The message suggested trying again later or contacting customer support at [redacted]. I would appreciate it if you could cancel my order promptly so I can proceed with ordering the alternative rug. Thank you. Jacquelyn J.

I purchased a dresser from your site over two weeks ago. Unfortunately, it arrived in many pieces and with some parts being damaged. Upon receiving the replacement part, we discovered another piece was also broken. My husband and I are finding it challenging to assemble this dresser, and the reviews mentioning the difficulty are accurate. With my due date approaching in two weeks, I am now faced with having to reorder another piece to complete the project. Considering the issues we've encountered and the mismatch in the replacement part sent, I am starting to feel like a full refund might be the best solution. The dresser, although beautiful, has become a source of frustration rather than joy. Your assistance in resolving this matter would be greatly appreciated.

On July 9, I ordered fabric swatches. I got an email on July 16 stating they were shipped. My Shopping Assistant, Kent Cheema, reached out on July 21. I called Kent twice, left a voicemail on July 30, but haven't received the swatches or any updates. Disappointed with Wayfair. No tracking number or communication from Kent. My first and possibly last experience with them. The absence of the bench cushion I wanted adds to the frustration. Just wanted to share my experience.

Hello there! Susan from Costco Wholesale here. I wanted to reach out to let you know that our Costco location in Livonia, MI [redacted] falls within your zipcode marketing area. We are excited about the opportunity to host a special membership event for the staff at Wayfair in Livonia. Our team would visit your location - typically during lunch hours to ensure minimal disruption - bringing information, delicious treats from our bakery, and exclusive membership incentives not available to the public. These events usually last about an hour and a half, and we can schedule them between shifts for maximum staff participation. If you could kindly pass this message along to the appropriate person at the Wayfair location in Livonia, we would be very grateful. Feel free to reach out to me at [redacted] or give us a call at [redacted]. Looking forward to the possibility of collaborating with you all. Warm regards, Susan Urben, Costco #[redacted] Marketing.

Order # [redacted] - I received a damaged couch with scuff and dirt marks. I contacted customer service for help but haven't heard back. I expect Wayfair or Birchlane to resolve this issue promptly. The Case Management Specialist listed is Jackie Gonzalez.

Order #[redacted]: I'm disappointed with the delivery service provided. Being in Kingman, AZ, while the store is in Las Vegas, NV, has caused delays. The sofa has been sitting there for three days now, and because they don't deliver on weekends and only visit AZ once a week, I won't get it until Monday. This means waiting a whole week from the sofa's arrival. The label of "local service" was misleading. The chair arrived promptly, but the FedEx delivery person was unaware of the room placement requirement, leading to further frustration. This experience has left me feeling misled and unable to enjoy the new chair. If I hadn't disposed of the original packaging, I would strongly consider returning both items for a refund.

****Complaint**** Dear Customer Service, I recently bought a bed frame from your company and encountered several unacceptable issues. My order number is #[redacted]. Delays in delivery: On the scheduled delivery day, I took time off work but the shipment did not arrive, causing me to lose wages and extend the wait for my new bed frame. Shipment condition: After unpacking the boxes, I found all the parts in box two (1) were damaged, making it impossible to assemble the bed. I now have to sleep on the mattress on the floor until the broken pieces are replaced. This situation is extremely inconvenient, and I request compensation for the hassle I've faced. I should not have to pay for a damaged product and endure this inconvenience. I need a replacement for box (1) to be able to put my bed together. Please respond promptly. Feel free to contact me via phone [redacted] or email below. Thank you, Nancy H. [redacted]

Two weeks ago, I ordered a lovely headboard to be delivered on the same day I was moving into my new home. Unfortunately, when I arrived home just an hour before the delivery, I found out that the headboard had been stolen from my front porch. I contacted FedEx for proof of insurance, but despite multiple calls over the past four days, I haven't received a response. When I tried to file a complaint and request a refund, I was informed that due to their partnership with Wayfair, I couldn't seek a refund directly. Since I had to buy another headboard, I discovered that the same one was on sale, highlighting the price difference. Although I understand that it's not Wayfair's fault my headboard was stolen, I'm disappointed in their partnership with FedEx. I kindly ask Wayfair to refund me the price difference between the original and sale price, and if possible, for a refund on the headboard that was stolen. I value Wayfair as a customer but may need to explore other options if FedEx continues to be the delivery partner. Your assistance would be greatly appreciated.

We purchased patio furniture last summer, and upon removing the covers to wash them, we discovered that the cushion stuffing has disintegrated. Despite our careful maintenance, including covering the furniture when not in use and bringing in the cushions when it rains, they have not held up well. Additionally, the grey covers we ordered were delivered in wheat color, with a navy blue spare set instead of grey. We are disappointed with the quality of the cushions given the price we paid. Is there a way to have the cushions replaced? Our invoice number is [redacted]. I have images available showing the deterioration if needed. Thank you.

I have a question regarding the white, round Parkerton Five-piece dining set that I am interested in purchasing. It is currently back-ordered, but I have been searching for a smaller white, round dining set to fit into my small and cozy kitchen eat-in area without success until now. The design even includes chairs with the "x" on the back, exactly what I have been looking for. I would like to know if it is possible to place an order for the set, even though it's not available until October. I am eager to buy it and don't mind waiting or paying in advance. This particular set stands out to me, and if it's not an option, I will have to continue my search. I couldn't find this information online, so I'm reaching out to see if I can secure this purchase. Thank you for your assistance. - JS

I attempted to return two mattresses from Wayfair but encountered several issues. I was instructed by the assistant to arrange two separate pickup services. Despite repeated calls, I faced difficulties coordinating the first pickup due to a different phone number on the order. On the day of pickup, the tracking number was different, causing confusion with the second mattress return. The pickup was delayed by 35 minutes, causing me to wait unnecessarily. When the driver arrived, he couldn't handle the pickup due to the apartment being on the 10th floor, compelling me to schedule another pickup. I now have to set up a new pickup date, repeating my situation to Wayfair each time I call. I seek assistance in ensuring both mattresses are successfully picked up.

I had a terrible experience with Wayfair. I tried to order a bed with a delivery date of 9/11, which clashed with my house closing on the same day. Despite requesting a 9/12 delivery date, customer service assured me the bed would be left on the lawn, which was unsuitable as we needed it brought into the room due to our age. I reluctantly agreed to pay for installation for $[redacted], assuming the bed would arrive on 9/12 as promised. However, I received a notification on 9/6 that it was arriving on 9/7. After futile attempts to change the date with FedEx, Wayfair managed to reschedule for 9/12 but it was still delivered today on my lawn, causing great distress. I will inform my sister, who was planning a purchase, of this disappointing experience with Wayfair, as it was completely unacceptable.

FedEx mistakenly delivered my package to an incorrect address. Instead of Bogue Sound Court, they left it at Bogue Sound Drive, which is a vacant house. The area is currently under evacuation due to Hurricane Florence. Despite attempts from a neighbor to intervene, the delivery driver proceeded with the drop-off. I have alerted FedEx that the chairs were not delivered to the right location, but I am now evacuated from the island and unable to rectify the situation. I had previously expressed concerns to the seller about FedEx's delivery accuracy issues and had even confirmed the address with the company. It is disappointing that the driver made such an error, particularly during an evacuation. Ultimately, I have not received my order, and I am no longer on the island.

Order # [redacted] was placed for a Manual Rocker Recliner on 12/14/[redacted]. Upon receiving the chair, I noticed that the top was crooked, which initially seemed like a padding issue. However, as time passed, the problem worsened. After investigating, I discovered a broken frame and bolt when I removed the back. Despite there being no warranty or protection plan, I believe that the chair was not assembled properly and is defective. I kindly request Wayfair's assistance in resolving this issue. I can provide pictures if needed for reference. Thank you for your help. Mary Jo Stertzbach Phone: [redacted] Address: [redacted] Redfield CT SE, Acworth, GA [redacted]

Subject: Disappointing Purchase from Wayfair Attached is an image of the birdcage I purchased from Wayfair, which turned out to be a huge disappointment. The cage, manufactured in China, lacks quality and durability. It arrived without instructions, with fragile clamps barely holding it together. The doors are small and difficult to open, making it challenging to interact with the bird or clean the cage properly. Despite its hefty price of $64 (including shipping), the overall craftsmanship is subpar, and the plastic fixtures feel cheap. I had to contact Prevue Pet Products for instructions, further highlighting the poor quality of the cage. I urge Wayfair to reconsider endorsing such products. The design flaws and flimsy construction could pose a danger to both the bird and the user. I am providing a photo to illustrate the impractical size of the door opening. While the size of the cage is acceptable, I am dissatisfied with its overall build and functionality. I would appreciate guidance on your return policies. Thank you, Sandra C. Sent from my iPhone