Wayfair Customer Service Issues

I recently received peel & stick backsplash samples I ordered. I found that 3 out of 4 of them were disappointing. The samples from Smart Tiles and Tic Tac Tiles were too small (3"x3" and 5"x5") and did not provide a clear picture of the full pattern. The best sample, which was 12"x12" from Art3d, was the most helpful for visualizing the final look on the wall. I believe it's important for the companies you represent to provide accurate and helpful samples to customers. Despite the initial disappointment, I have decided to order the Art3d product based on the website pictures and positive experience with it. I hope to avoid such surprises in the future and maintain the quality I have experienced with other items. Thank you for your attention to this matter. Sincerely, Tracy

Hello, I purchased two beds from Wayfair, and unfortunately, both of them have very poor quality. One of the beds broke the second night I used it, causing back pain. I can provide pictures if needed. My order number is [redacted], and the broken bed is model Kayara. I paid around $[redacted] without tax for this bed, but I can no longer use it. I am requesting a refund. I noticed discrepancies between the product picture, assembly instructions, and the actual item. For example, the bed was supposed to have 4 slats but only had 3, and it was meant to have 2 support legs for each slat but only had 3 legs in total. This lack of quality is concerning. I hope this feedback helps improve your products and retain customer trust. Thank you for your attention.

I have placed multiple orders with Wayfair and have always been satisfied with their service. Recently, I ordered 8 chairs, 2 cake stands, and a cake knife for my grandpa's funeral. Despite the delivery date being the 1st of October, only 4 chairs and one cake stand arrived on time. One of the chairs was missing screws, and the replacement still hasn't arrived. Additionally, I was informed that the second cake stand was out of stock and received a refund. The cake knife was never shipped, and a replacement was offered after the funeral had passed. This experience is disappointing, especially since I spent over £[redacted]. It is the first time I have encountered such issues, and it has made me hesitant to order from Wayfair in the future.

I received a chaise lounge delivery at [redacted] Pearson Dr, Asheville, NC, yesterday from your company. The product was well protected during delivery, and the assembly option was easy as it only required screwing in the legs. Despite this, the delivery staff did not wear gloves, causing soiled and sweaty hands to leave dirty marks on the white fabric of the chaise. I signed the paperwork before noticing the issue, and when I tried to address it, the staff had already left. I contacted the delivery service owner, who directed me to reach out to Wayfair. I understand my error but believe the delivery team should rectify their mistake by arranging for a professional cleaning of the affected areas. I appreciate any assistance in resolving this matter. Thank you for your time and attention; the chaise meets our expectations aside from the soiled spots.

I believe the website maintenance team should address the calculator issue on the platform. While preparing to submit an order, I have added two items to my cart: a can storage rack for $28.99 and a china plate storage item for $10.99. The total of these items should be $39.98, but the system shows $46.98 as the subtotal. This discrepancy is concerning, especially before tax or shipping costs are factored in. It's troubling to think about how many customers may not catch this error. Could this be a recurring issue on Wayfair's part? I have not added any additional items, yet the subtotal does not reflect the correct total of the two items in my cart. This discrepancy definitely needs attention.

I recently bought 8 cases of bathroom tile (Harrison 1"x 1" Natural Stone Mosaic Tile in Carrara White by Itona TileITNA3159) at the listed price of 1.27 per sq ft. However, upon delivery, I only received 8 pieces of tile instead of the 8 cases I ordered. When I checked the price online, it was still 1.27 per sq ft. Their square footage calculation showed that I should have received 8 boxes, not just 8 pieces of tile. After contacting Wayfair and explaining the situation while referencing their pricing and calculation on the website, they offered to refund the purchase or provide a 20% discount on my next tile order. Despite acknowledging the error, they did not honor the advertised price. I am requesting that they honor the advertised price and complete the rest of my order.

I purchased a dresser and encountered issues with the drawers falling apart despite following the assembly instructions correctly. While building the frame was easy, the off-center holes for the screws caused the pieces not to align properly, resulting in the drawers constantly coming apart. After contacting customer service, a replacement dresser was sent, but unfortunately, it has even more significant issues. The frame does not stay together, and parts that are supposed to be secured by hidden cams keep falling apart, causing damage to the dresser. I am frustrated to have spent over $[redacted] on a non-functional dresser. Instead of another replacement, I am seeking a refund or a different dresser altogether.

Subject: Regarding Invoice No. [redacted] Hello, I recently purchased 3 mattress toppers and realized after reading reviews that they are not as thick as I expected. I immediately tried to cancel the orders through my mobile phone and online account, but the system did not allow me to do so and connected me to the placed orders instead. Could you please assist in canceling the order promptly as I do not wish to receive these items? Additionally, I would appreciate a refund for any charges incurred. Thank you.

I recently made two orders from Wayfair. One was for a table, and the other was for a set of chairs. The table is beautiful, and I'm happy with it. Unfortunately, the chairs arrived on Oct. 6th and within a week, both chairs had a front leg break. Despite careful assembly and use, the legs splintered when my husband and I sat on them. I believe they were defective. I contacted Wayfair through the customer service chat but faced long wait times despite previous positive experiences with quick assistance. I tried twice and ended up giving up without resolution. I'm willing to provide pictures of the damage if needed or return the chairs for store credit, which I think would be a fair solution. Thank you, A.H.

I have some inquiries before making a purchase. For the Ernesto Platform Configurable Bedroom Set by Wade Logan, could you provide images of an open drawer on the dresser and the open side door? I'm specifically interested in knowing if the drawer sliders are under the drawer or on the sides, and if there are open shelves or drawers inside the side door. Additionally, is it possible to use an adjustable base under the mattress? Regarding the Galeton Platform Configurable Bedroom Set, I am curious if there is a dresser that complements the bed. If so, I would like to know if the drawer slide assembly is at the bottom of the drawer or on the sides. Is there an option for a phone call to discuss these questions with a knowledgeable person? If so, could you please provide a phone number? Lastly, is it possible to purchase a 12" mattress for these sets? Thank you. Best, C. Grassmann

Today I received a partial delivery of NFusion upholstered side chairs from order #[redacted] via Fed Ex. Unfortunately, it was raining, and the chairs were left outside in the rain. When I arrived home, I found the chairs soaked since the delivery person didn't place them under cover. I had hoped to keep them boxed until our house renovation was complete. Now, due to the rain exposure, I have the chairs out in the open while we work on the house. If I had been informed, I could have picked them up or made alternative arrangements. It was fortunate I arrived when I did, as water was beginning to seep through to the chairs. This experience has made me reconsider buying furniture from Wayfair for my new house if this is the standard of delivery service.

I have reached out to my sales contact, Barbara Sutton, regarding a recent purchase of almost $[redacted] in merchandise. While Barbara has been responsive in the past, I have not received a reply to my last four emails in the past two weeks. I am unsure if she is still with Wayfair. My main concern is regarding the "Lark Manor Lustig Slipper Chair." Over a quarter of the [redacted] reviews mention challenges with determining the color of the chair, described as "washed pink." I am in need of a fabric swatch to make an informed decision. Despite previous requests for a swatch, I have not received one and was only advised to order the chair and return it if dissatisfied. This seems impractical and costly. I believe having a swatch is crucial before purchasing a chair with such unclear color descriptions. Your assistance in securing a fabric swatch would be greatly appreciated. Thank you. -L. Ladin

I had a product, the Warner Loveseat Crushed Velvet SKU RDPK1031, in my basket waiting for when I get paid. The price was £[redacted].00, but when I checked the app today, the price had increased to £[redacted].99. I was disappointed and curious why the price went up. The tub chair also went up from £[redacted] to £[redacted].99. I've been patiently waiting to purchase, but now I can't afford the higher prices. Additionally, the item still shows 6 left in stock. I was ready to make a purchase today, but the unexpected price increase has made it impossible for me to proceed.

I called to arrange the return of my rug on 10-31-18 and was told it would be picked up between 1pm and 7pm. The UPS driver came to pick it up, even though there was no label on it. He assured me he would take care of it. However, I need guidance because I can't find the return email. UPS was unable to assist me, but they were sent by someone you authorized. I'm worried that someone may have taken my rug, possibly even the driver who collected it. This is the first time I've dealt with a phone call for a return; usually, everything is through email.

I recently emailed Wayfair about wanting to return a rug because the colors did not match what I saw on my computer and phone screen. They scheduled a pickup for 10-31-18 between 1pm and 7pm. After finding the return slip on 11-5-18, UPS took the rug, promising to handle it. However, after contacting UPS, they were unable to assist. I now realize that Wayfair should have provided me with a return number via email. Feeling frustrated, I printed a return slip this morning only to discover it should have been taken to FedEx. This has been a stressful experience, and I fear losing over $[redacted]. I have always had positive experiences with Wayfair in the past, but this incident has left me feeling unwell and hesitant to order from them or their affiliates in the future.

I would like to provide feedback on the excellent service I received from three agents who assisted with my order [redacted]. First, the support from AGENT (+1) was thorough, with clear answers to all queries regarding bed choice and shipping details. SARAH (+2) helped rectify an error caused by FedEx, dedicating a substantial amount of time to resolve the issue despite initial misinformation. Lastly, ANNIE (+3) swiftly responded to FedEx's repeated mishaps by attempting to correct the problem with the carrier first. When those efforts failed, she ensured a replacement was expedited and reached us promptly. All three agents delivered outstanding service. On the contrary, FedEx continuously altered our delivery instructions, creating challenges with package pickup due to their mismanagement of the situation. Consider switching to UPS for more reliable service.

I noticed a retargeting ad from LiveIntent on October 10th on CNN's daily site. The ad for the Quebec 3pc. Bistro Set in green was priced at $70.38, but when I called Wayfair to order, they didn't honor that price. They were selling it for $[redacted].19. I believe there has been a mistake in the pricing, and I would like to purchase it at the advertised price of $70.38. I also suggest that Wayfair address this issue with LiveIntent as it may negatively impact their reputation. I can be reached at [redacted]. Thank you. - Jeane P. K. from Olmsted Falls, OH

I received an order back in August, and due to various reasons, I couldn't address the issue until now. There seems to be a problem with the small brown settee I ordered, specifically one cushion is missing foam. I've been busy with moving and other responsibilities delaying this notification. I understand if it's too late to resolve this. Can I purchase the missing foam piece from you? I can be reached at bar****[redacted] Thank you for your assistance! Warm regards, Barbara.

After much shopping and deciding, I recently placed an order with Wayfair for a full-sized platform bed (with Handy assembly), full-sized sheets, 2 standard pillows, and a full-sized cotton blanket. However, as I was organizing the Handy assembly for the bed, I realized my new mattress is a twin, not full-size. I contacted Handy and they promptly canceled the appointment. To my surprise, the order went through without my final confirmation while I was checking Handy's availability. I immediately tried to cancel all 4 items, but the system showed some cancellations as Pending despite being done swiftly. I later discovered that two items had already been shipped, and my PayPal account was charged. This confusion has left me feeling frustrated. I aim to return the oversized items once they arrive and receive a full refund promptly. Thank you for your assistance. Warm regards, Theresa T.

I placed an order on November 1, [redacted] with Wayfair and used Zibby for payment. Despite paying a down payment and signing a contract with Zibby, the order doesn't appear in my Wayfair account online. Wayfair confirmed they have no record of my order. After contacting Wayfair and Zibby multiple times, Zibby admitted to a glitch and promised to cancel the order. However, the order still shows in my Zibby account as of November 17th. Zibby requires an email from Wayfair stating they didn't receive or ship my order. Despite speaking with multiple Wayfair reps, the issue persists, and Zibby is requesting payments for an order I never received. The lack of communication and follow-up from Wayfair is frustrating, especially as payments to Zibby are due. I'm disappointed by the delay in resolving this matter and my shopping plans have been affected. Seeing Wayfair commercials now gives me an unpleasant feeling. I hope this can be resolved soon.