Wayfair Customer Service Issues

Hello, I purchased a dinnerware set as a wedding gift two years ago, and I am disappointed with its quality. The set, called Oasis, has become scratched up from regular use. Is there a way to get a refund or replacement for this item? I provided the email [redacted] during the order, but I have since changed my email. My name is Helene Ford, and I made the order in July [redacted]. Any assistance on this matter would be greatly appreciated.

Hello, My husband and I recently purchased a chair from your store with order number #[redacted]. Upon inspection, we discovered that the fabric on the side of the arm is missing, resulting in a hole. Unfortunately, I encountered difficulties when attempting to attach pictures of the damage. I would be willing to provide images if needed. Could you kindly assist us with replacing this item? Thank you, Olga My email: [redacted] Husband’s email: [redacted] The order is under my husband's account.

I purchased a dressing table for my daughter as a Christmas gift. While assembling it, I discovered there is a crack in the mirror. Additionally, most of the screws provided are too short, causing instability as they just spin when attempting to tighten them. I would like to request a replacement for the faulty product and arrange a return for the damaged one. I do not have an account as I might have checked out as a guest during the purchase. Any assistance in resolving this matter would be greatly appreciated. Thank you. Best regards, T. Bentley

Order Number: [redacted] I ordered a three-piece sofa set on November 13th intended as a Christmas gift. The expected shipping date was December 13th, but after no updates, I contacted Wayfair on December 16th. They initiated a special investigation. Despite receiving an email on December 27th stating the delivery would occur that day, it did not. When I called Wayfair on the same day, they informed me the delivery was rescheduled for January 8th. I expressed my dissatisfaction, and the representative said they would explore the possibility of an earlier delivery but I have yet to receive any follow-up. The lack of communication and delays have left me extremely disappointed with Wayfair.

Good afternoon. I wanted to inquire about the 30" [redacted] CFM "Convertible" Wall Mount Range Hood By Cosmo that I received on Dec 17th. I am unsure if the activated Charcoal filters were meant to be included as they were not listed in the parts list, although the instructions mention their installation. Additionally, there was a minor dent on the lower right-hand side of the hood but I believe I can fix it. The dent was not due to damaged packaging as it only became visible when the protective film was removed. I appreciate the excellent service provided by your firm. Thank you for addressing my concerns.

I've been trying to correct the email address on my account, but it's still showing the wrong one. Wayfair is using an old email, [redacted], that I no longer use. I want it updated to my current email, [redacted], but I'm unable to make the change on your website. It's frustrating, and if this can't be resolved, I might consider closing my account. Please assist with updating the email. Thank you. - Dorothy J McDougall AB12 3WE

Order #[redacted] from Wayfair.co.uk was meant to be a special Christmas gift for my daughter - a new bed. I was disappointed when it didn't arrive before Christmas as promised. The bed was dispatched and paid for with a scheduled delivery date of the 23rd. I only received an email notifying me of the delay on the day of expected delivery. This lack of communication is frustrating and unacceptable. I would appreciate an update on how Wayfair intends to address this situation. Thank you.

I ordered 4 items, but DHL has canceled the delivery multiple times. My family member and friend had to take days off work to wait for the delivery but were unsuccessful. I was informed that DHL cannot deliver after 5 pm or on Saturdays. I have faced letdowns from DHL before and have decided to cancel my order as I cannot arrange for someone to be home for the delivery. I scheduled the delivery at a specific time to avoid this inconvenience. I am disappointed with the service and suggest considering a different courier service due to recurring issues with DHL. I am seeking compensation for my family member and friend for their wasted time. It would be beneficial if DHL could operate after 5 pm and on weekends to accommodate customers better. I am curious if the managing director is aware of these service issues. It's essential for the company to address these problems as they are negatively impacting its reputation.

We have initiated a return for a Kohler sink, but the instructions received mention taking the item to the carrier instead of having it picked up. After contacting Mayfair customer service, they assured us the item will be picked up as scheduled, advising to disregard the email instructions. However, I need Shipright carriers to confirm they have been tasked with the pickup. Despite numerous attempts to reach out, Shipright has not reached out to us with a collection time. Each time I connect with them, they mention they will be contacting us soon. It has been a week since we initiated this process, and although the New Year period may have caused delays, we still haven't received any communication. As this return involves significant costs, we are hesitant to order a replacement sink of a different size until the current one is successfully returned and refunded. Could you please investigate why Shipright has not contacted us to arrange the return? Thank you.

My family recently bought a Teri Upholstered Panel Headboard from Wayfair. We made a disturbing discovery that has left us feeling disgusted and upset. While my daughter was sleeping against the headboard, she saw a bed bug crawling onto her pillow. We realized that the headboard was infested with bed bugs. The poor stitching allowed the bugs to nest in the cracks. When we dismantled it, we found bed bugs everywhere. This is a serious and upsetting issue. Despite having purchased furniture from Wayfair before, this situation has left us extremely dissatisfied. I have taken several pictures and videos of the bed bugs infesting the headboard.

I bought a bed from Wayfair two weeks ago. After assembling it, I've had issues with the slats coming out frequently. I suspect it may be due to the bed not being assembled securely. I contacted Wayfair to order a replacement due to some broken slat sockets on the original bed. I'm wondering if the delivery team could assemble the new bed upon delivery. I struggled with the unclear instructions and my diabetes makes the situation more challenging with the slats coming out regularly. Thank you.

I anticipated a doorstop delivery yesterday for a new desk I purchased from your company. As a new customer, it was pleasing to find out that the cost for door delivery was included in the price, a service for which I had to pay extra previously due to living on the 2nd floor. The delivery arrived on time, but there was no text notification, which was a bit disappointing as my wife was home to receive it. The driver's rudeness and arrogance were surprising; upon arrival, he immediately asked if I was coming down to collect the items, showing a lack of understanding of a doorstop delivery. Despite my explanation, he insisted I carry the items myself upstairs. Unhappy with the service, I ended up bringing the items up unassisted as he quickly left without allowing me to sign for the delivery. His behavior included taking a photo of me carrying the desk upstairs, which seemed disrespectful. If this represents Wayfair's customer service, I am reconsidering future purchases. Even my neighbors were shocked by his attitude. I request clarification on the expected service quality from your company and an explanation of how such situations will be addressed. I look forward to your reply. - N.G.

Regarding order #[redacted], I mistakenly canceled the entire order for kitchen rugs shortly after placing it. Despite being assured that this cancellation would go through, I am now being told that four duplicate items at $73.99 each are being processed for shipment, which is not correct. I request that these items be removed from pending charges on my credit card. This order was not authorized, and I ask for a full refund. Please email me promptly to confirm that this issue is being addressed. The mistake was noticed and rectified within a short timeframe, so I urge you to cancel the four black damask rugs at $74 each as well. Thank you for your prompt attention to this matter. I hope to resolve this swiftly as it has marred my 75th birthday.

I purchased 2 pet gates that came with 2 flimsy feet. Despite receiving replacement feet, they are made of particle board and keep breaking. I am frustrated and upset with the poor quality and would like to discuss a solution for these gates and their broken feet. Additionally, I ordered 2 red cushions for a 3-piece chair and table set, but gray cushions were sent instead. I spoke with Sierra on 12/19/[redacted] regarding these issues. I am seeking resolution on: 1. Replacing the pet gates with sturdier ones. 2. Receiving the correct red cushions for the chair set. Order numbers: - [redacted] - [redacted] Thank you, Brandy Lee Raney

I am having trouble receiving the Dwyer 6 Drawer Double Dresser I ordered (Order #[redacted]). Despite giving J.W. Logistics my availability, they missed the scheduled delivery on January 4, [redacted], and arrived on January 7 without notice beforehand. They only informed me on the same day about delivery. I have specified that I can only receive deliveries on Saturdays like January 11 or 18, [redacted], but now they say they do not deliver on Saturdays. I need Wayfair to help resolve this issue so I can get my dresser delivered on a Saturday. I have been in touch with J.W. Logistics Regional Office and Marie assured me Saturdays are not a problem for deliveries. I have been unsuccessful in reaching the Detroit office, left messages, but received no callbacks. Contact me at [redacted] or [redacted]

I bought the Marlowe TV Stand with Electric Fireplace (order# [redacted]) in early December. After assembling it, we noticed that the center section with the fireplace is higher by at least 1/2 inch compared to the side sections. The side sections droop, causing an uneven top. Even after putting pads under the legs, the problem persists, leading to stripped screws and instability. Additionally, the door hinges are misaligned, making it difficult to open and shut the doors properly. We are disappointed in the product's quality and seek assistance to address these issues as we were excited about this purchase. Contact us at [redacted] or [redacted]

I recently purchased the Hartzog Manual Reclining chair and it arrived on January 6th as expected. However, I am struggling with the assembly instructions as they seem unclear. It appears the parts may not be matching or there is an issue with the instructions. Despite seeking assistance from others, I have not been able to figure it out. I would appreciate clearer instructions so I can assemble the chair properly. I really like the chair and would prefer to keep it, but I need assistance to do so. Thank you.

Hello, A few months ago, I ordered a white Shaggy Epperson rug from Wayfair. I paid for it, but it never arrived! The order number is [redacted]. After some time, I noticed that my address was incorrect; the street was missing. I tried to make changes, but it didn't work. I had already paid for the item. Now, I'm being asked to return the item before I can get a refund. How can I do that if I never received the rug in the first place? I hope you can assist me. Kind regards, St. S.

I am following up on an order I placed around December 20th or 21st with the order reference [redacted]. I initially expected the delivery to be on December 23, [redacted]. After receiving the first package, I discovered two essential parts were missing. Despite assurances of a second box arriving on December 24, it did not show up. Following up later, I was offered a 10% voucher after the second box remained untraceable. Despite requesting a call from a Team Leader, I faced delays and discrepancies in communication. Finally, it was agreed that I would be refunded, and item collection was arranged for January 9, [redacted]. However, on the collection day, there was no booking, leading to my disposal of the item. Throughout this ordeal, I used up 3 days of annual leave, faced unprepared customer service representatives, and received contradicting information. I declined a further 10% voucher, feeling unsatisfied with the overall customer experience. I urge you to review my calls as evidence of the multiple issues faced. I feel compensation is warranted for the stress and inconveniences caused. Expecting a prompt response on this situation.

I made a purchase in September and returned both packages at the end of the month. I am aware that I did not follow the correct return procedure, but the UPS store confirmed that the packages were received by your team on 9/30/19. I called Wayfair on 12/9/19 regarding the delay in crediting my return to my credit card. Despite our agreement for a one-time refund to my card instead of store credit, the credit has not been processed within the promised 3-5 days. This issue has been ongoing since September, and I have confirmed with my credit card company that no credit has been issued from your end. I am frustrated and urgently require the refund. I have dealt with this matter for too long and expect a resolution today. I urge you to review my account, which includes the purchase of 2 shower curtains, and the prior conversation with the return department to expedite the refund process. Your prompt attention to this matter is greatly appreciated.