Wayfair Customer Service Issues

Subject: Disappointing Delivery Experience Good afternoon, I am writing to express my disappointment with the delivery services for my recent order (#[redacted]). The experience was truly awful and unpleasant. I tried to reschedule the delivery within the Monday to Saturday window provided. Unfortunately, the company informed me that they do not deliver on Saturdays and could not guarantee delivery after 5 pm, which is the only time I am available due to work commitments. Despite several attempts to find a suitable solution, including a phone call, the situation remains unresolved. If delivery cannot be accommodated, I would like to request a full refund. This experience has been so terrible that I have decided not to make any future purchases from your company. Thank you for your attention to this matter. Best regards, Doris

I ordered a fridge with an expected delivery of one week, but it seems it will actually take two months, possibly even three weeks according to the recent update. This delay is a challenge for my family of four, especially since the website indicated the item would ship sooner. The customer service representative was helpful and offered me a 25% discount on this purchase and the next one. However, I did not receive the promo codes as promised, and I was also supposed to get a 10% discount on my initial purchase that I'd like to apply to my next order. I am planning to make another purchase soon and would appreciate receiving the codes to use. Thank you for your assistance in resolving this issue. Evangeline Parra

FedEx informed me that my headboard was delivered to my front porch, but nothing was left there and no one knocked on my door. I did receive the bed topper I ordered today at 7:30. My housemate confirmed no other deliveries were made except for the topper. Tracking shows the package as delivered. My neighbors saw nothing big being delivered. FedEx won't help as no signature was needed. I'm unsure how to proceed. Order number: [redacted]. I was instructed to contact you as I am considered a difficult customer. I expect undamaged items and those I have actually received. It seems the delivery went wrong or the package was stolen. Although I am labeled a problem customer, I request a replacement and authorize a charge to my card for it. I've expressed my concerns before but need this resolved. Thank you.

I needed to return an item and order a different one, but the website did not show my receiving status accurately, so I couldn't initiate a return online. I had to call customer service for assistance. The lady I spoke with was polite but kept placing me on hold multiple times, causing delays and required a callback. She mentioned someone would contact me within 24 hours for the return process, but I had to follow up to order the replacement item, which I ended up reordering online after waiting. The next morning, I managed to generate the return label myself. Despite the employee's friendliness, she seemed unsure of her tasks. Now, I have incurred unnecessary shipping costs because of the situation. I believe it's fair for the company to reimburse these expenses due to the time and frustration I had to endure needlessly. To maintain my loyalty as a customer, I hope this matter can be resolved promptly. My original order consisted of 3 peel and stick backsplashes. Thank you. - MM

Hello, I called today to report that I did not receive one of the items from my order. Hermes took a photo of the parcel at 1:02 p.m. on Wednesday, December 4th, indicating it was delivered. The order number is [redacted]. While I received all other items, the Red Duvet Set was delivered, but the Ella Bedspread Set with Pillow Shams appears to be missing. I have photos of the items, their packages, and the invoice Hermes left. The Pillow Protectors arrived in two Light Grey Bags via DHL, separate from the Red Duvet Set in the Dark Grey Bag. I have not opened the remaining items. Please investigate this matter as I am concerned about the missing item and the cost of £37.99. Thank you.

After placing a sizeable order with Wayfair.ca for 10 sofas, we discovered there would be a substantial delay in delivery time. We were disappointed to learn that the company is based in the USA, not Canada. As we urgently needed to set up a Wellbeing center for British Soldiers at CFB Suffield, Canada, we decided to cancel the sofa portion of the order. Initially, we were only offered store credit or a refund, with a processing time of 3-5 business days. After 8 business days passed without receiving the refund, I began to email customer service inquiries. It was later clarified that since we had paid via wire transfer, a cheque would be issued, but this would take 6-8 weeks. Upon not receiving the cheque, I escalated my concerns via email and phone calls. After additional follow-ups, I was informed that the cheque would take an additional 4-6 weeks to be dispatched. This extended delay means that it will now be approximately 5 months past the original expected refund date of around CA$[redacted].

A few weeks ago, I contacted customer service regarding my child's bed collapsing, fearing for their safety. The agent I spoke to was reassuring and offered a partial refund, which was supposed to be credited back to my card. Meanwhile, to prevent further accidents, I spent around $80 reinforcing the bed with wood from Lowe's. However, when the refund did not appear, I inquired and found out there was an issue processing it, which I was not informed about. To add to the frustration, I was told that new slats were delivered on August 22nd, which was also incorrect. Feeling misled and seeking resolution, I believe the cost of the wood used to fix the bed should be reimbursed as well. I have the receipt as evidence and would appreciate speaking with a representative to address these unresolved issues.

I recently purchased house numbers from Wayfair.ca. Unfortunately, they were too small, so I decided to return them. Of the 8 numbers I ordered, 3 were on backorder and arrived separately. When processing the return, I opted to use UPS for the original numbers and chose "use my own method" for the backordered ones to save on return fees. I carefully labeled the box with all 8 numbers and printed the receipt accordingly. However, when the refund was processed, I only received credit for the 5 numbers that were on the UPS receipt.

I received my recliners marked for Order [redacted], but the delivery process was deeply disappointing. Despite the expectation of a friendly Wayfair crew delivering my items, FedEX shipped them instead. Originally scheduled for delivery on Friday, September 6, due to potential theft concerns, I paid for a Saturday delivery. However, the recliners did not arrive as planned and had a "delivery exception." Speaking with multiple FedEX representatives confirmed that the recliners weren't loaded onto the truck as agreed. Following many phone calls, the supervisor arranged a delivery date for Saturday, September 21, despite my upcoming absence. Unexpectedly, the recliners were left on my porch today, causing inconvenience. The entire delivery experience has been far from the advertised seamless service depicted in Wayfair commercials.

My spouse and I ordered a couch with 2-day shipping on September 2nd, expecting it by the 4th. However, the delivery was delayed to the 6th without notice. We needed it for a party on the 6th, but it didn't arrive. The shipping label was made on the 6th, with the new delivery date on the 9th. After no updates, I called customer service on the 9th and was only told there was an issue with FedEx or the warehouse. Feeling frustrated, I'm considering canceling the order due to this online shopping ordeal.

Sehr geehrtes Wayfair-Team, Ich bin begeistert von Ihrem Sortiment und habe bereits mehrere Artikel bei Ihnen bestellt. Ich plane, auch in Zukunft weitere Einkäufe zu tätigen. Heute habe ich festgestellt, dass der Tisch, den ich vor ungefähr 4 Wochen gekauft habe, nun um über 20,00 € reduziert ist. Könnten Sie mir bitte eine Gutschrift ausstellen, um mich als treuen Kunden zufriedenzustellen? Meine zukünftige Bestellung wird eine Matratze der Größe [redacted] x [redacted] cm umfassen, gefolgt von einem Ecksofa im Wert von [redacted],00 € sowie einigen anderen Artikeln. Ich würde mich über eine rasche Rückmeldung und die Möglichkeit einer Gutschrift freuen. Mit freundlichen Grüßen, A. Heuser Tefentaler Straße 16 [redacted] Remscheid

I am a credit card customer. On 08/29/19, I discovered an error regarding a payment. A payment of $[redacted].00 made on either the 27th or 28th of August was incorrectly processed as $2,[redacted].00, debiting my account for the full amount owed. I spoke with supervisor Karima, who assured me the refund would be processed within 7 to 10 business days. Today marks the 10th business day with no refund received. I have also sent a letter to your corporate office. I am contacting you once more to ensure this mistake is rectified. My attorney has advised me to inform you that this error has caused significant hardship, and I will persist until resolved.

I initially purchased 3 sets of dining chairs. Upon delivery, I received only 2 sets. I promptly contacted customer service to request the missing set. After a delay due to a house move, I finally checked the contents and found the chair legs at the bottom of the boxes. Regrettably, they were pine instead of the black legs I ordered. I am disappointed with Wayfair's service. Although I tried to initiate a return, my order is mysteriously absent from my account, and I cannot locate the confirmation email with the order number. I am appalled by Wayfair's services. I wish to return the chairs due to the incorrect items received and request coverage for the return postage. Thank you, Aleasha

I recently ordered 2 suitcases from your company and they were shipped via Fed-Ex. Despite receiving a delivery notice indicating the delivery at 12:03 PM on Sept 13th, I didn't actually receive the items as stated. After fruitless attempts to reach Fed-Ex, and thoroughly searching around my house and neighbors, I was relieved when a neighbor at the end of my street returned the suitcases that were left in front of their door. Luckily, my honest neighbor brought them to me, but it could have resulted in a replacement from either Fed-Ex or Wayfair had they not been so kind.

I seem to have the worst luck with ordering items from Wayfair. I feel that when spending a significant amount of money on something, it should be in impeccable, brand-new condition. It's disappointing that the bookshelf we received for my toddler's room was challenging to assemble, lacking the wood glue it was supposed to have, and had scratches on top. After assembly, it turned out to be flimsy and unsafe for my child. The pillows we ordered are also disappointing - they don't fluff back up and I woke up with a stiff neck after the first night of using them. I had high hopes due to the positive reviews, but unfortunately, my experience with these items has not been great. I want to give Wayfair a fair chance, as I've heard good things about them, but my luck with ordering from them is not turning out well. 😢

I want to address the impact of the delivery service I received from Wayfair. I will no longer be ordering multiple items from you due to the inconvenience caused. We ordered a sofabed, coffee table, and bedside cabinet for address 38A George St BN2 1RJ. As we hadn't fully moved in, we stayed at a B&B nearby to receive the items. The separate deliveries on different days extended our stay, causing both time and financial inconvenience. Receiving each item on different days was impractical. It would be more efficient if multiple items could be delivered together in one go. Due to this experience, we have decided not to use Wayfair again.

Order # [redacted] was for a small white filing cabinet placed during an office redesign. Despite cancelling online shortly after ordering due to changes in the office setup, an email was received later stating that the item was on its way. Numerous attempts to rectify the situation over the phone were made, with no success. Despite being assured of a reroute, the cabinet was unexpectedly delivered without prior notice. After reaching out again, a promise was made to collect the item, though it remains outside the door. Unsure whether to bring it inside or not to avoid charges, the dilemma persists.

I am extremely disappointed with my experience with Wayfair. I bought a bedroom set for my daughter, who is a graduate student at Bryn Mawr. I called Wayfair to ensure delivery would work with my daughter's busy schedule. Despite assurances, the deliveries from FedEx failed because of address issues which I had clearly provided. Despite numerous calls, the solution was not reached. Even after speaking with a manager, the bedroom set was left at the FedEx warehouse with no resolution offered. I was shocked when the manager suggested my daughter should pick up the items herself. This lack of service and accountability is not acceptable. Now, I have to find furniture elsewhere while my daughter sleeps on the floor. This experience has left me frustrated and disappointed. - Kristin G.

I purchased the Enrique dressing table. One part arrived on September 19th, while the other two parts were delivered on September 22nd with an additional £5 paid for a specific delivery time. DPD was the carrier. The packaging for the parts delivered on the 22nd was poorly damaged, opened, and resealed by DPD, with loose items inside. I accepted the delivery under the condition that I would not keep the item if parts were missing or damaged. Upon inspecting the extent of the damage, I have decided to return the item. If reordering is not possible, I request a full refund. This experience with Wayfair, my first furniture purchase from them, has left me thoroughly disappointed. I am eager for a prompt response as the damaged boxes are currently occupying my hallway. Thank you, Janet W.

Subject: Order Concern - #[redacted] Dear Wayfair Customer Service, I am reaching out today with a concern about my recent order. I have been a loyal customer of Wayfair for many years and have always been pleased with my purchases. I recently bought a new bed for my guest room, but I encountered some issues during assembly. It appears that a central piece of the headboard was missing as only two out of the three boxes of parts arrived. After contacting Wayfair customer service and conversing with three different representatives, I was informed that the missing piece is not expected to arrive until next month. Additionally, the parts I did receive are stained, which was disappointing as I expect new items to arrive in perfect condition. This experience is quite frustrating, especially considering my history as a satisfied customer. I would greatly appreciate it if we could work together to resolve this matter promptly. Thank you for your attention to this issue. Sincerely, Tanya C.