Wayfair Customer Service Issues

I purchased a table and chairs on October 17th with a delivery date originally set for October 29th. However, due to weather conditions, the delivery got postponed to November 1st. As of today, November 4th, my items have not arrived. After tracking the package, I saw that it has been in Casper for the past 5 days, which is only a 2-hour drive from my location. I contacted the delivery partner in Casper, and they informed me that they might deliver on Thursday after promising to call back on Wednesday. This delay is inconvenient as we currently do not have a table to eat on. I opted to use your website for quicker delivery compared to other options. The weather has been favorable, and the roads are clear, making me unsure why there is a holdup in the delivery process. I am disappointed with the situation and unsure if I will consider ordering from your company in the future.

I recently received a replacement for the 66” Blanken kitchen pantry, as I thought the previous assembly by the Handyman was ruined. Unfortunately, the replacement had missing parts, leading the new Handyman to struggle with assembly. I was distressed by the situation and ended up discarding the pantry in frustration. I had hoped to have it organized before starting my new job, but it proved to be a time-consuming and stressful process. I kindly request that this item is removed from sale and that my account be credited, as the experience was not worth the effort and time spent. I hope that my future purchases will not be as challenging. - Bette Bloom

I placed an order with Wayfair for an Emeline TV Corner Unit. The unit was supposed to fit up to a 50-inch TV, but our 49-inch TV didn't fit. After speaking with Wayfair, they assured me a replacement unit would be sent. However, today they said the measurements were correct and the unit could only accommodate a 50-inch TV. Despite my wife disposing of the packaging, they agreed to pick up the unit and issue a refund. We won't be ordering from Wayfair again due to their delivery issues. My wife, who is ill, found this whole situation very distressing. Hopefully, the unit will be collected as promised tomorrow. Nicholas Kyle (Amanda's husband).

I purchased the 18” Round Microvelvet Snuggery Orthopedic Pet Bed in Espresso color, but unfortunately, it is too small for my dog. Even though I selected the correct weight specifications, the bed is not long enough for her. I would like to exchange this bed for a larger size, specifically the 26” by 26” inches option. When attempting to initiate a return through the provided link, it directed me to a different product that I did not purchase, with item number [redacted]7.

Order Number: [redacted] Complaint: I am writing to report an issue with the item Kommode ordnez. The top part, part number 6, has arrived with a long crack down the middle. This damage is likely due to inefficient delivery. We are interested in keeping the item, but we would like to request a replacement part for the damaged piece. We are willing to return the cracked part by post, although it would be preferable to exchange it in person to avoid difficulties with transporting the large piece. I can provide an image of the damage if needed. Thank you for your attention to this matter, and we anticipate your prompt response.

I am struggling to find the right furnishings for my single-bed apartment. My kitchen is modern, but the cabinets are too high for me. I'm looking for solid wood cabinets, preferably mahogany, a small pantry, and some over-the-sink shelves. I have my eye on a barnyard single bed and want high-quality granite countertops in the kitchen and the 3/4 bathroom. I also need a chair, desk, shelves, commode, and upscale bathroom hardware. I am willing to spend over $[redacted],[redacted] on the interior alone and am looking for 2-3 design options. I prefer to purchase products from you for consistency and quality. I want hardwood floors, possibly ganco-alves or zebra-wood, and no carpet. If you can provide the products, I will cover material costs, design fees, and profit. Please contact me at [redacted]. Thank you.

I placed an order for 2 shelves (Order [redacted]) on the 5th. The delivery was scheduled for the 12th, with items supposed to be sent by the 7th. Today, on November 10, the status still shows "Preparing for Shipping". The shipping settings offer expedited shipping with a delivery date of the 8th, which has already passed. When I tried to inquire about my order, I encountered issues with the email form, receiving an error message saying "Oops! The email failed to send. Please try sending the message again." without any explanation. This is my first time ordering from Wayfair, and so far, the experience has been disappointing. I expected timely delivery to proceed with my project, but with no updates on the delayed order and a malfunctioning contact form, the customer service seems inadequate.

Order number [redacted]. I placed the order on Mon 4th Nov and received an email confirmation stating delivery on 6th Nov. When I tried to track the order, the tracking info didn't work. I called on the 6th Nov and was informed that it wasn't out for delivery and would take another week. I requested to cancel the order with a refund promised by Friday. However, I didn't receive the refund on Friday or Monday. Following up on Mon 11th, I was told the refund wasn't processed correctly and assured I would be updated by the end of Tue 12th. No update was received. After calling on Wed 12th, Mary explained they were still waiting for the return and would contact finance, stating the refund would take 3-5 business days. Hoping for a quicker resolution.

The tracking link for my order #[redacted] is not working. Could you please provide an update on the delivery status as it is expected today? Hi! I was wondering if you could help me with the tracking link for my shipment from order #[redacted]. It doesn't seem to be working properly. I am eagerly waiting for the delivery today and would appreciate any information you can provide.

Hello Wayfair Professional, I am Michelle Smith, and I have yet to receive my $[redacted] gift card refund, which is disappointing. I request this matter to be resolved by the end of today. Kind regards, Michelle Smith Email: [redacted] Hello Tayler, After numerous issues with a gift card and the delay in receiving my $[redacted] refund, I seek urgent resolution. I am also addressing the damaged white ottoman I purchased, for which I had bought additional warranty. Despite promises of a replacement due to stains, this has not been fulfilled. I now request a black ottoman to be shipped promptly to prevent future staining issues. Thank you, Michelle Smith Independent Decor Advisor & Owner

Hello, this is Michelle Smith. I have not yet received my $[redacted] refund for a gift card from Wayfair, and I am highly dissatisfied with their service. I would like this matter resolved by the end of today. You can reach me at [redacted] Hello Tayler, I wanted to follow up on the gift card refund issue we discussed yesterday. It has been three days, and I am still out of pocket $[redacted] waiting for the refund. Additionally, I need assistance with the white ottoman I purchased, which arrived damaged. Despite being told to keep it and receiving some credit, I had also paid for extra stain protection warranty. After seeking a replacement for the ottoman due to the unremovable stain, I faced delays and mixed messages from Wayfair representatives. I am now displeased, especially after not receiving linens for a dresser bought in August. I would like the replacement ottoman with black color (instead of white) that I paid for to be shipped promptly. It is in my cart for your reference, and I hope we can swiftly resolve this issue for a positive transaction with Wayfair. Sincerely, Michelle Smith Owner of Genuine Decor, Gifts & Glam

Dear Wayfair Customer Service, I am extremely pleased with my recent Wayfair orders, which total thousands of dollars. The quality, colors, and style of the products have met or exceeded my expectations. However, I am disappointed to have received a notice of delay for two chairs I ordered on Nov. 5. The chairs, which were originally expected to arrive at the delivery location by Dec. 16, are now delayed. I understand that delays can happen, but I paid an additional $50 per chair for expedited delivery, hoping to have them in place before a holiday event on Dec. 13. The order number is #[redacted]. If possible, I would appreciate it if the delivery could be expedited to Dec. 13 or earlier. If not, I kindly request a refund of the $[redacted] I paid for the expedited delivery. Thank you for your attention to this matter. Sincerely, D.W. Canandaigua, NY

My order #[redacted] was delivered on November 14th, [redacted]. Assembly by Handy was scheduled for November 16th at noon. However, Handy says they will notify me once a professional accepts my request. I currently have the large box and a 55" TV box in my living room. My old entertainment center is empty, waiting to be replaced today on the 16th. Please expedite the process of finding someone to complete the job.

I placed an order for two rugs and a sandwich maker. My account was charged $[redacted].78 twice, but only one payment went through. The second payment has been pending for six days now, and I haven't received it back. I have contacted both my bank and your customer service multiple times, but the issue persists. My bank suggested that a letter from your company on letterhead stating that the pending charge will be dropped could resolve the problem. The fax number is [redacted]. I was planning to make more purchases from your company, but the prolonged hold on my funds is making me reconsider. I appreciate your prompt attention to this matter. Thank you. - Yvette Donovan, [redacted] SW [redacted] Rd, Chilhowee, MO [redacted]

Hello, I bought a RAWSON 3 SEATER SOFA BED on September 1st, [redacted], and it was delivered on September 3rd, [redacted], with Invoice No [redacted]. I stored it in my daughter's garage until October 8th, [redacted], when I moved into a one-bedroom flat. Recently, I heard a crack while sitting on the sofa and noticed damage to the front webbing and a bow in the middle. Despite using a throw to protect it, the sofa seems to be defective. I am disappointed with the quality and would like a refund. I have been a satisfied Wayfair customer and would like guidance on the returns process, especially regarding the courier cost for pickup. Thank you, Van Ellis

Hello, I am Gwen Grund. My husband and I bought three chairs with 5-year warranties on November 20, [redacted]. Although we had one chair damaged in shipping, which was promptly replaced, we are now facing issues with sagging seats on all three chairs. The seat bottoms are touching the frame, causing discomfort, and the material is tearing where it is attached due to the sagging. We are quite disappointed with the quality of these chairs and are hoping to exchange them for higher-quality ones, especially with the ongoing Black Friday sale offering upgrades. Thank you for your assistance. Gwen Grund

I recently purchased the Cheshire Hand-Knotted Wool Blue Area Rug, 8' x 11', for my new home. The rug, which was meant to complement our small pops of orange, arrived with a different design that lacked the desired pop of color. This mistake is disappointing, especially on the first day in our new home as we prepare to host a post-Thanksgiving meal. Although my husband likes the rug, it doesn't fit our vision. I'm seeking assistance on how to return the rug since our furniture is already arranged. Order #[redacted]. I paid over $[redacted], and the rug now costs $[redacted], leaving me feeling frustrated. After waiting 32 years to build our dream home, we splurged on quality details like soapstone counters and wood floors, and this mismatched rug is a letdown. Thank you for any help provided. --Dana

I am experiencing difficulty using my Wayfair credit card to make a purchase on the website. Although I can access my billing account and view my past transactions, the credit card does not show up as an option during checkout. I normally have been able to contact customer service for assistance around the clock, but for the last couple of days, I have been unsuccessful in reaching anyone for help. I am concerned about missing out on items I wish to buy during the Black Friday sale. I am frustrated by the inability to use my credit card despite having a $10,[redacted] credit limit with a zero balance. I would appreciate prompt assistance to resolve this issue before I consider using an alternative payment method. Thank you, Denise T.

I have made previous purchases from your store and am interested in acquiring a desk and filing cabinet for my office. I came across the Kadian Executive Desk and the Kadian 2-Drawer Vertical Filing Cabinet on wayfair.ca. These items are currently discounted at 20% on the Canadian site. However, upon checking wayfair.com, I noticed they are being offered at a 51% discount. Unfortunately, due to my Canadian address, I am unable to make the purchase from the U.S. site and would have to pay 30% more. I am requesting a price match from Wayfair to align with the discount on their U.S. website. I am willing to cover any extra shipping fees but believe it is unfair to charge Canadian customers more for the same items. I hope for a positive response as I prefer to continue shopping with Wayfair. Otherwise, I may seek furniture options elsewhere and share my experience online about this pricing discrepancy between the two websites.

I purchased a headboard that looks nothing like the online image and is poor quality. I've arranged for its return but was shocked to be charged £20 for this. Today, on the scheduled collection date, no one showed up despite my daughter waiting. I've been informed that the collection is now rescheduled for tomorrow when no one will be available. I'm frustrated by the inconvenience caused and the discrepancy in the collection dates. I am hoping for a waiver on the return fees due to these issues with the product and collection process. Kind regards, Jane O'Leary