Wayfair Customer Service Issues

Dear Wayfair Customer Service, I placed an order for a bed on September 7th, but I am still experiencing issues with it. Despite interacting with your customer service team and being promised a replacement, the problems I have raised remain unresolved. Parts of the order were missing initially, and the parts I did receive were stained. While I have since received the missing parts, the stained ones have not been addressed. It has been almost a month and a half since I placed the order, and I am disappointed by the lack of a satisfactory solution and the prolonged delay. I hope to receive a prompt response and a resolution to these concerns. Thank you, Initials

I ordered a bed on 10/2/19, but it's been a frustrating experience. The order is coming in two parts, and as of 10/18/19, I still haven't received the second part (rails/slats) or the mattress. The delivery dates have been repeatedly delayed. Customer service mentioned the first delay was due to the order being placed on the wrong truck. When I reached out yesterday to confirm what was coming and when, they suggested delaying the mattress to arrive with the rails/slats, but I declined as I'm currently sleeping on the floor and prefer to have the mattress first. The delivery date was initially set for 10/19 but has been postponed again to 10/23. The delivery company couldn't accommodate a later delivery time when I'm available, and now I might have to wait until Saturday. The uncertainty around the delivery and the delays are frustrating, and if this continues, I will cancel my order. The slow delivery process has left me extremely disappointed, and if the items ever arrive, I won't be ordering from Wayfair again.

I recently purchased a Karis 5 Drawer Chest by Zipcode Design from your store, with Order #[redacted], and received the package on September 11, [redacted]. Due to painting the kitchen and bedroom, we only assembled the dresser last, following the provided instructions diligently. Unfortunately, we encountered issues with the materials - one drawer slide was incorrect, and the drawers did not fit or slide properly. Despite our experience with similar furniture, we found the quality subpar and unsatisfactory. This was unexpected from Wayfair, and I am greatly disappointed. I kindly request a refund for this disappointing purchase. Thank you for your prompt attention to this matter.

Hello, To Whom It May Concern, This is my first time ordering from Wayfair. Unfortunately, it was not a good experience. During my first online order, there was a problem, so I had to redo it, thinking it didn't go through. Today, I called to address this issue. I made the mistake of asking to speak to a French-speaking agent. The agent, whose name I didn't get, was arrogant. They really upset me! The lack of respect and rudeness was uncalled for. I am so disappointed. It's been half an hour, and I am still affected by it. This is not the customer service we are used to in North America. If you could listen to the call, you would understand what I mean. I am disgusted. Rita B.

A little less than a year ago, I bought the Waterloo Leather Reclining Sofa by Darby Home Co. through Wayfair. I paid for in-home delivery, setup, and a five-year protection plan by Uniters (refer to Order #[redacted]) on 1/14/19. Within the first four months, I noticed some discoloration and wearing on one of the headrests, which should not happen with genuine leather, especially for the price I paid. I've had other leather couches that didn't show this issue for at least a few years. I contacted Uniters, who mentioned it might still be covered by the manufacturer's warranty before their plan kicks in. I'm struggling to find information on the manufacturer's warranty for this sofa - I know it's a Darby Home Co. product from Wayfair's website, but it had an Ashley Furniture tag. I need Wayfair's assistance in obtaining the details of the manufacturer's warranty to resolve this issue. Please contact me by email or at [redacted].

I have purchased the Demi 3-piece Nursery set (UK[redacted]22), and 5 out of the 6 boxes were delivered on Monday. I reached out to Customer Services, but have not heard back as promised. The delayed delivery is time-sensitive, and I am disappointed with the service. Please contact me urgently at [redacted]5 to arrange the delivery of the missing box, as I may need to consider canceling the order if not resolved promptly.

I made an order in March [redacted] for beds for my daughter and son-in-law at Ramstein Air Base, planning to visit in Fall [redacted]. Currently in Schwedelbach, the beds were assembled a week before my arrival on October 20, [redacted]. The larger bed, 140cm x 200cm, is missing the upholstered headboard. I cannot make international calls. I need the missing headboard sent to them. I have attached the invoice. Contact me via email. Thank you. Jacinda B. from Vail, AZ [redacted], USA.

I placed an order for 2 rugs with order no [redacted]. I was advised that today, October 24th, was the scheduled delivery date, so I made sure to be home all day. When I checked the parcel tracking and it showed "in transit," I expected the rugs to arrive today. However, after contacting customer service, I learned that the delivery is now postponed until Monday or Tuesday next week. I am disappointed because I was looking forward to having the rugs for this weekend. I am also frustrated that I had to spend an hour seeking information about my order's whereabouts only to find out it won't be arriving today. It would have been more convenient if this information was communicated via email so that I could arrange for a different delivery time. This seems like poor customer service. Providing an estimated delivery window would have been better than specifying a particular day and causing customers to wait unnecessarily. I am hopeful that I receive my delivery promptly.

I ordered 2 matching sets of curtains but only 1 was delivered. I've contacted customer service twice, and they said the issue is with the warehouse. I urgently need both sets for my windows by next Thursday. I was charged for both sets, but I only received one. I don't have much time for alterations, and I need them to match my room. Please send the missing set urgently. Thank you.

I wanted to share my experience with the mattress delivery. Initially, I was informed that it would arrive by 10/17/19, but the dates got shifted to 10/20/19 and then to 10/25/19. Unfortunately, on 10/25/19, I was told that the delivery would be delayed due to a truck breakdown in Denver, possibly pushing it to the week of November 3, [redacted]. Today, I missed a call notifying me that the delivery team was at my place but with a 15-minute window before they leave. I just got this message as I arrived, with no notes left. Although a part of the cost was addressed, the situation has led me to borrow a mattress. I'd appreciate further assistance. Kindly contact me at [redacted].Thank you, Andrea C.

Hello. I placed an order for the Cyr Sofa on Sept 13th that was supposed to arrive by Oct 13th. Despite receiving a text about early shipment, I never received the couch. I tried contacting customer service twice last week but never received any updates as promised. I was told I could only get a refund if no one contacted me, so I would like to request that now. My friend had a similar issue and was promptly refunded. My order number is #[redacted] and it was supposed to be shipped to Billings, MT under the name Aubrey Rode. Thank you.

I recently purchased an artificial Christmas tree for over $[redacted], along with a storage bag. Unfortunately, only the tree was included in my order, and I had to place a separate order for the storage bag, incurring a delivery charge due to the total being under $49. When I contacted customer service to request either a waiver of the shipping fee or to consolidate the orders, I was met with unhelpful service. The agent refused to waive the fee or combine the orders, so I asked to cancel both orders to start over. The cancellation is pending as the tree order was already sent to the warehouse. I was disappointed with the level of customer service I received and found it frustrating that such a minor issue couldn't be resolved more easily. Despite this experience, I have had good interactions with your company in the past, and I hope this matter can be resolved satisfactorily. Thank you.

Subject: Disappointing Experience with Wayfair Order Hi Wayfair, I appreciate the 10% offer in your email, but I am extremely disappointed with my recent order. The first box I opened was damaged during transit, and the item had a gaping hole in the back. Despite receiving a credit, the second box revealed further damage due to poor workmanship, not transit. I am unable to return the 79-pound nightstand due to recent knee surgery and my age, so I accepted the credit. Unfortunately, I cannot donate the damaged furniture and will have to store it in my garage. I hope you can understand my frustration. Regrettably, I may not shop with Wayfair again. I had planned to make purchases for my daughter's new home, but this experience has made me reconsider. Thank you for your attention. Regards, Antonia Daughtry

I've encountered issues with the Tried and True Program, despite reaching out multiple times to resolve them. I placed two orders on September 18, but due to oversight, they won't arrive until December. When attempting to place new orders, items appear as unavailable, causing frustration. When seeking assistance, I was instructed to inform the staff of desired items for them to place the order. However, confusion arose as I was initially told the items were not available and later informed they were reserved by someone else. This experience has been disappointing and the customer service received has left me feeling undervalued and dissatisfied.

My first purchase with Wayfair was a complete nightmare. The agent failed to mention that my order would come in two shipments, leaving me without a couch. The confusing transaction on my account caused discomfort as the money was deducted twice without explanation. The delivery of my first item was premature, causing more stress. Today, the long-awaited couch arrived, only for me to discover it was the wrong one. After the unsuccessful delivery, I had to return the couch and now have no seating in my family room. This experience has been disappointing, troublesome, and inconvenient. I have reached out with photos of the original order to a supervisor, John Rivera. Despite the offer of a refund due to the item not being available, I am left frustrated and unsure of what to do next. This poor service and lack of professionalism have led me to swear off shopping with Wayfair in the future.

I am attempting to purchase 2 black bar stools item number orne7025, however, I am encountering issues with the online ordering process. Despite resetting my password, I am unable to proceed with the purchase. Although one stool is in my cart, I am unable to increase the quantity to 2. This is my first time ordering from Wayfair, and I am disappointed by this experience. As there are only 2 stools left in stock, I kindly request assistance in resolving this issue promptly. Additionally, I prefer to make payment using PayPal. Please address this matter and provide information on the estimated delivery timeframe.

I recently received a parcel from your company, but unfortunately, it was not the item I had originally ordered. Instead of the Boykin dining table and chairs I purchased, I received a nest of tables named Wohling. I contacted your customer service, and they have arranged for the incorrect parcel to be collected and a replacement to be sent. They have requested a photo of the delivered product and its label, however, I cannot find a way to upload photos. I am disappointed that there was an error in checking the product number, causing me inconvenience as I now have to wait an additional week for my dining table. This experience has left me uncertain about shopping with you in the future.

Hola, Quiero compartir mi experiencia reciente al hacer compras en su página web. Al llegar al proceso de pago, me encontré con un problema relacionado con los gastos de envío. Soy residente de Puerto Rico y la web indicó que no hay envío gratuito para aquí. El costo de envío resultó excesivamente alto, por ejemplo, $1,[redacted] para un producto de $32.99. ¿Es este un error en la página? Agradecería clarificación al respecto. Gracias.

Dear Wayfair, I recently made an order with you, expecting delivery today, October 31st, [redacted]. Unfortunately, FedEx has informed me that the package was returned to the sender due to delivery issues. The tracking number for this order is [redacted]98. Additionally, I placed another order with you that was also scheduled for delivery today. I am unable to track this package with FedEx using the tracking number [redacted]12. I would appreciate your assistance in resolving these delivery matters promptly. Thank you, Michael

I recently purchased a kitchen base unit with a sink (invoice number [redacted]). Upon unpacking, I noticed the sink was severely damaged and dented, likely from something heavy dropped on it during transit. Unfortunately, as my previous sink had been dismantled, I had to buy a replacement promptly for my family's use. The lack of proper protection for the sink during shipping resulted in a £70 expense for a replacement. I am highly disappointed in the inadequate packing of expensive items.