Wayfair Customer Service Issues

Hello, I recently purchased a Belfry electric towel rail that was on offer for £[redacted].99. Unfortunately, the item arrived damaged and was incorrect. Despite this, your team quickly issued a refund, for which I am grateful. Following your advice, I attempted to reorder the item. However, the price has since increased. The product is still advertised at £[redacted].99, but when accessing the item, the price rises. This discrepancy is misleading, and I kindly request to purchase the item at the price indicated on my original invoice. Your prompt attention to this matter would be greatly appreciated. Thank you.

I have been a loyal Wayfair customer for over three years, consistently impressed with the quality products and reliable service they provide. Living in a remote area, Wayfair has been my go-to for household items not readily available locally. Unfortunately, I recently learned that free shipping is no longer an option for customers in rural Canada like me. It's disheartening to feel penalized for our location when online shopping is essential for us. Why the sudden change after years of offering this service? It's disappointing to see the shift in priorities from customer service to profit margins. Regrettably, I will have to explore alternatives for my online shopping needs going forward. - Irma N. from Golden, BC

I have recently made a significant purchase of over $1,[redacted] with Wayfair as a loyal customer. However, I was disappointed when the medicine cabinet I received had all the hinges holding the mirror broken off. Despite the inconvenience, my carpenter was able to secure the mirror in place. It's surprising that this issue was not caught during packing for shipment. Although the mirror itself is stunning, the missing hardware has left holes inside the cabinet. I am considering a replacement door or a partial refund for the damaged item. This experience has made me apprehensive about ordering from Wayfair in the future.

I ordered a $[redacted] gift certificate for my daughter, Erin D., to be sent to her email on her birthday, July 21, [redacted]. However, I received a text saying the order will be delivered to my address on July 25. The order number is [redacted]. I need help correcting this issue as I want Erin to get the gift on her birthday via email, as I confirmed before payment. This is my first time ordering from Wayfair, but my daughter requested this gift. Please ensure it is sent to her email on Sunday, July 21, and not to my physical address. Thank you for your assistance. - Paulette D.

I've had positive experiences ordering from Wayfair previously. However, one of the ceramic sinks in my 60" vanity broke less than a year after purchase. Initially, I contacted Wayfair and was informed they would send a replacement sink as the vanity and top were undamaged. Unfortunately, upon following up, I was told I would need to purchase an entirely new vanity and top for over $[redacted]. This is concerning, especially since the previous damaged item was replaced without issue. Could you kindly investigate this matter for me? My name is Barbara Kennedy, residing at [redacted] Oak Run Ct., Indianapolis, IN 46[redacted].

Order #[redacted] This is my fourth attempt to reach out to your company. Over the past year and a half, I have purchased numerous items. Unfortunately, the quality of the 2 Adirondack chairs & table I received is not acceptable. After only 2 months, the wood is already splitting and cracking, which is concerning as I fear they won't last much longer. Despite being used only by my husband and me, the chairs are showing signs of poor quality. I have taken photos to illustrate the issues and would appreciate a refund. I am disappointed by the lack of response from your company, especially considering my previous attempts to address the quality concerns with other purchases. I look forward to resolving this matter promptly. Sincerely, Donna K. 5 William St. Bayfield, ON N0M 1G0

We ordered a hot tub on June 12 for $[redacted].87. Despite the purchase, we have yet to receive the item as of July 23. Last Monday, we were told the delivery company would contact us within a day, but we have not heard anything. Following up with Wayfair the next Saturday, we found out about a delay in storing and delivering the item. Today, after calling again, we were informed that the delivery is scheduled for this Friday, almost two weeks after they received the hot tub. We are disappointed by the delay as we hoped to enjoy it before the start of school and sports. It is frustrating that our card was charged for an item we still have not received and that the delivery company has not communicated effectively. We are also disappointed by the lack of updates from Wayfair. This experience has left us dissatisfied, and we regret not exploring other options. Thank you for your attention to this matter.

I purchased a couch from Wayfair for my daughter and was offered a discount if I opened a credit card. I paid off the card when I received the first statement. Later, I noticed an unfamiliar address on an order for luxury blenders on a site named Perigold, which I never visited. I contacted Wayfair, and they explained that they are all under the same company umbrella with Joss and Main. This situation has left me puzzled and dealing with charges on an inactive card.

I bought a warranty for a loveseat from Wayfair back in July [redacted]. The 3-year coverage should include stains, but Uniters, the warranty company, has twice denied my claim without proper explanation. This is frustrating as the loveseat has visible stains and a loose button that caused a rip. While Uniters agreed to cover stains, they refused to address the rip. Despite sending additional photos clearly showing the stains, they rejected the claim once more. What is the use of having a warranty if it doesn't cover the issues? We now have a 2-year-old loveseat that we can't even use. Please provide the necessary support to resolve this matter effectively. Penny Z. Purchased in July [redacted] with a 3-year Uniters warranty

My experiences with Wayfair purchases have consistently left me feeling disappointed. The recent incident involving an $[redacted] couch has been the final straw for me. The delivery process for this couch was a complete nightmare. Initially, only part of the couch was delivered, despite my explicit inquiry and assurance from the driver. After a week, the remaining pieces finally arrived. However, just 2-3 months later, the poor quality of the couch is evident with the back losing shape, worn-out pillows, and unraveling threads. This rapid deterioration is unacceptable given the short time it has been in my possession. I feel disheartened that I invested so much money in a subpar product. Unfortunately, I cannot afford to replace it with something of better quality after this experience. It is truly disappointing as I have always been drawn to the aesthetically pleasing items on Wayfair's site.

I placed an order for 2 beds to be delivered to my son in England, but they were mistakenly delivered to Scotland. As a result, bed 2 still has not arrived even though it was supposed to be here by August 9th. It's frustrating that Wayfair did not provide the correct address. I have been trying to reach out to them for assistance, but nobody seems to be helping. It's been 2 weeks, and my granddaughter has been waiting for her bed by lying on the floor. This situation is unacceptable. I am extremely disappointed with this experience and will not be doing business with your company in the future. I will also advise others against purchasing from you.

I have been a loyal new customer, Frank D. All has been good with your company, but I need just one email with the correct way I should go about ordering again with you. This will be my last email to you if I can't get this resolved. My email is [redacted], and my wife's email is [redacted] I am having problems with my phone; my wife and I have tried numerous times to place orders at checkout, but there is no option to pay with my Wayfair account. My account number is [redacted]. I get a lot of emails from you, but still can't order and there is no Wayfair card payment option. I can't even pay with my Comenity account. If you can get this solved now, I will continue to shop with you. Buying another house, it would be convenient to use your services. I just changed my password to 411SHERwood; last 4 digits of my Social Security number are [redacted]. I hope my wife will be able to order quite a few things we decided to get. Thank you, Frank.

As a trade customer, I want to express my support for your employees who protested the sale of beds to border detention centers. While I appreciate your donation to the Red Cross, it's important to note that the aid doesn't directly reach the children affected. Additionally, as a professional singer, I recently took part in a fundraiser for RAICES where we gathered 30 musicians for a 3-hour concert, raising over $2,[redacted]. Many individuals across the country deeply care about this cause. I urge you to consider supporting RAICES to ensure direct assistance to the children and showcase your company not just as an online retailer, but as compassionate beings. I've had positive experiences working with you for my clients, but it's essential to be aware that there are other online retailers available. Thank you for your attention. Best regards, Ruth C. Red Bird Designs

I contacted the company prior to purchasing mattresses to confirm if the old ones would be removed. Unfortunately, I received inaccurate information from a product specialist who assured me they would be. Upon tracking the order, I discovered that FedEx was handling the delivery, indicating the old mattresses would not be taken. I tried to follow up with the specialist, but he did not return my calls or address the issue. I had to reach out to customer service to cancel the order and faced an entire weekend of inconvenience due to this situation. Regrettably, there seems to be no formal way to submit a written complaint against the specialist. If any issues arise, the only recourse is to contact customer service and request to speak with a manager. It is disappointing that I have encountered similar problems with Wayfair product specialists in the past, making me hesitant to trust their customer service procedures moving forward.

I recently placed multiple orders with your company on the same day. However, I have received numerous emails stating that each order will be delivered on different dates, causing inconvenience as I work. The TV unit delivery was unsuccessful as I missed it, while the other items were left in safe places. I have been unable to retrieve the TV unit even after attempts to contact the delivery service. It has been over 2 weeks since they mentioned returning it. I do not wish to deal with the trouble of getting the TV unit redelivered and am still awaiting a refund for it. Additionally, I am disappointed that the lamp I ordered over 4 weeks ago has not arrived or been updated on. I am upset by the disorganized delivery process and the lack of communication. I am seeking a refund for the undelivered TV unit and an update on the remaining orders. If this is not possible, I request a full refund for the undelivered items, including the lamp. I prefer to be contacted via email as I have had difficulties reaching you by phone. Thank you, Casey Fenton.

Hello. I have encountered significant issues with the delivery of my Torin sectional that I ordered on July 17th. Despite my initial order, the delivery team brought a red couch instead of the cobblestone one I selected. After a rescheduled delivery on August 15th, I faced another problem; a different couch was presented to me, not the Torin as ordered. Customer service was unhelpful and after waiting for hours and making several calls, I was unable to resolve the issue promptly. The lack of communication and professionalism from the delivery team made the situation frustrating. I emphasized my constraints regarding time off work for deliveries. Despite my efforts, receiving the correct couch seemed challenging. The customer service representative's attitude was unhelpful and detached. The entire experience has been disappointing and inefficient. My order number is [redacted].

Wayfair/Birch Lane has been misleading customers with false advertising claims regarding their art prints. They promise the artwork is stretched on a wood frame but in reality, it is printed on cardboard. This misrepresentation has deceived consumers into purchasing a lower quality product than advertised. Taking the print to a frame shop revealed that it was simply adhered to cardboard, covered with a cheap matte, and not as described. Customers like me feel cheated after paying $80 for an item that likely cost only a few dollars to produce in China. Despite reporting to the BBB, Birch Lane's response is unsatisfactory, merely suggesting to return the product. It's important to spread awareness to protect innocent consumers from falling victim to this deceptive practice.

I ordered a market umbrella that was delivered to the wrong address. I contacted Wayfair Customer Service Canada, and they initiated an investigation. Unfortunately, I never received any follow-up on the matter. To make matters worse, my Visa was charged for the umbrella I never got. I am hoping for a refund so that I can purchase a higher-priced umbrella that is currently being promoted. Please contact me to resolve this issue promptly. Melodie B. [redacted] [redacted]

I have been a loyal customer for several years and have always enjoyed your products. However, my recent experience has been disappointing. I placed an order for a patio dining set on August 1st expecting it to arrive within a week. After waiting for 3 weeks, I finally received it but had difficulty assembling it due to misaligned holes. I contacted customer service on 8/22, and after multiple delays, a technician was only scheduled for 9/12. This lengthy wait of 50 days is frustrating, especially as I have guests coming over for Labor Day and no patio set to use. I believe transparency about shipping times and faster resolution for defective products would greatly improve customer satisfaction. While the customer service representatives were polite, the overall experience has been a nightmare. I hope for improved processes in the future, as I truly value your brand. My order number is [redacted]. - Barb D.

We faced challenges adding a new credit card for an order and had to call to process it. The order was placed incorrectly, leading to receiving items of the wrong color with my phone number printed on the label, breaching the Data Protection Act. Despite the error, we had to reorder, pay again, and bear the return fees, which frustrated me. Seeking advice, I contacted Citizens Advice and then the European Consumer Centre, discovering that the company breached regulations by failing to include a returns policy form and wrongly expecting me to cover return costs. Prior to involving these authorities, I felt unfairly treated. It appears that Wayfair may capitalize on customers' unfamiliarity with their entitlements.