Wayfair Customer Service Issues

Invoice #[redacted] I am disappointed with the ordering process. This morning, I purchased 2 cushions, and only after payment, I was shown suggestions for additional items I might like. I noticed a third cushion in a different shape that I would have ordered if I had seen it earlier. I emailed immediately to add it to my order and avoid extra postage costs, but I did not receive a response. Now, despite the website stating dispatch would take 2 to 3 weeks, I received an email saying the order is already on its way! While I appreciate the quick processing, I am considering returning the order as I now realize I could have avoided the £10 in postage by adding the third cushion initially and qualifying for free postage.

I recently placed an order for a sofa on Joss & Main with the order number [redacted]. The deadline to cancel the order was supposed to be by the end of March 13. I realized that the order was being sent to an outdated address. Despite my attempts to cancel the order online for the last 30 minutes, I have been unsuccessful. When I tried calling customer service, I was only able to leave a voicemail even though the service hours indicated availability until midnight EDT. I kindly request that this order be canceled promptly as it is not being sent to the correct address, and this situation has caused me to reconsider my purchase. Your assistance in resolving this would be greatly appreciated. Thank you.

I purchased a Gainesville Fountain (Item Y94169) on 5-2-[redacted], and when I returned home today on 5-13-[redacted], I found the order on my front porch. Unfortunately, the package was damaged with a dent and ripped cardboard. Upon inspecting the contents, I discovered that the Styrofoam packaging was also damaged. Inside the fountain, there are two ducks from which water flows, but one duck was completely broken off, and the other had a wing broken with parts inside the plastic covering. I have repackaged the fountain and request a replacement while needing the damaged one picked up. Please contact me promptly at my home phone ([redacted]). Thank you.

I have received a cracked back splash for the Wyndham 60-inch vanity in the color Ivory. This is the second time I have ordered this item. The order was placed back in March, but it's not showing up in "My Orders" due to being over 60 days. Because of the pandemic, I couldn't finish the bathroom earlier, and now that I tried to install the second cracked back splash, it's a big problem. I've had trouble resolving this online and have been unsuccessful in reaching customer service by phone for two days with long hold times. I've been a loyal customer for years, always praising Wayfair's service in my reviews. Please don't disappoint me now. I understand your company is busy, but I hope someone will address this email soon just to acknowledge my concern.

I ordered a chaise lounge expecting delivery today. I was informed by FedEx that it was coming, but then received an email changing the delivery to Monday. Wayfair also messaged saying it could arrive Monday or Tuesday. I tried calling, waiting 42 minutes before being disconnected. The lack of communication is frustrating. I have been a loyal customer but this experience is disappointing. My friend even took time off work to assist. I provided my contact details and expect follow-up. This sudden change is unfair and inconvenient.

To Whom It May Concern, I am reaching out regarding my recent frustrating experience. I attempted to inquire about the materials used in the Hearn Extended Counter Kitchen Island countertop. Unfortunately, I endured a wait time of well over an hour on the phone without anyone assisting me. The alternating hold music and messages indicating a potentially 15-minute wait added to my frustration. I understand the challenges posed by COVID-19 but value honesty and respect for my time. Suggestions for improvement include offering a call-back option, suggesting better call times, or allowing customers to leave a message for follow-up. Regrettably, the lack of response led me to hang up. My intention was a simple product inquiry, but the unsatisfactory customer service experience raises doubts about future purchases from Wayfair. Previously commendable service has waned post-COVID-19, a stark contrast to the clear communication employed by Amazon. Sincerely, Andréa Hardy

I understand that you are experiencing issues with the second shipment of your order. The tracking information indicates that FedEx reported it as damaged. Your order number is [redacted], and the FedEx tracking number is [redacted]28. You are still awaiting 3 more shoe racks from this order. You have already been charged but have not received the items. You are inquiring about the possibility of the order being reordered and shipped. I appreciate your patience, and I will follow up on this matter for you. Thank you for reaching out.

In late March, I purchased a Collage Manual Rocker Recliner, which was delivered on April 6th, [redacted]. Due to a compressed fracture vertebra, I need to sit for extended periods. Upon receiving the chair, I was excited, but now I'm disappointed. The right lower side is giving out and the back is sagging, despite my weight of [redacted] pounds. I need a solution as I've only had the chair for a month. I received an email from the company asking if the issue was resolved, but I haven't been able to reach anyone via phone despite multiple attempts. I waited on hold for 47 minutes today with no answer. I'm frustrated with the lack of assistance. Please contact me promptly to resolve this. Customer service has been unsatisfactory. Thank you, J. Legg Order number: [redacted]

I recently purchased a patio set from Wayfair and unfortunately, it did not meet my expectations. The box arrived partially opened and the components were faulty, making it impossible to assemble despite multiple attempts. While I have been a loyal Wayfair customer with positive experiences in the past, this recent purchase has left me feeling disappointed. I have made several lengthy calls on hold trying to reach a representative to address this issue without success. I am eager to return the product for a refund. Despite this challenge, I value the Wayfair brand and hope to continue shopping with them in the future. I have initiated the return process, but I am hesitant to incur the $55 return shipping fee for a product that arrived in such a condition. Your prompt assistance in resolving this matter would be greatly appreciated. Thank you. - S. Fox

I recently ordered the Lleyton 3-piece foldable bistro set from Wayfair. While the chairs were delivered on May 13th and are to my satisfaction, I have not received the table that is part of the set. Despite the shipment only containing the chairs, the website marked the order as received. After reporting the missing table and receiving notice that it would be sent between May 21-26, I was then informed via email on Friday that the item would be delayed until September 8th, resulting in a 3+ month delay. This extended timeframe is unacceptable. Unfortunately, I am unable to cancel the order for a refund since it is marked as received. Despite my attempts to contact customer service through the website's automated tool and phone line, I have had no success in reaching a resolution. If the table cannot be sent promptly, I expect a refund for the undelivered item. It is disappointing to experience subpar customer service from Wayfair, especially given their recent financial success.

I placed an order for a desk and then canceled it 3 hours later due to a pandemic-related delivery delay of 2 to 3 weeks. Surprisingly, the order was shipped immediately after I canceled it. The cancellation was acknowledged the next day but they claimed it couldn't be verified, resulting in the shipment going out hours after I canceled. I inquired about the verification process and was informed that it hadn't been attempted. I had to wait for a week to receive a return label by mail as I didn't have a printer. After waiting on hold for an hour, Debbie from customer service scheduled UPS to pick up the package on Monday May 18th between 11:00 am and 4:00 pm. However, as of 9:16 am, UPS hasn't arrived, and I've been on hold for over an hour and 20 minutes. I'm frustrated as I can't lift the package to bring inside, and the person who assisted me earlier isn't available. I am eager for UPS to pick up the box, and I want my Wayfair account closed. I'm hoping for a call from customer service on Tuesday with the reassurance that the package will be collected promptly. This experience has been a waste of about 4 hours of my time.

Hello, my name is Lorrie Downs. I have recently purchased a lot of furniture from your store as I just bought a new house and am in the process of furnishing it entirely. The next items on my list are new furniture pieces for my bedrooms and office, but before I proceed, I need to address an issue with a sectional couch I purchased from either your store or one of your affiliated outlets like ALLModern, Joss & Main, or Birch Lane. I received this couch last fall, around November, and unfortunately, the cushion I frequently sit on and the one adjacent to it are showing signs of wear already. The primary cushion I use even has holes in it, which is quite disappointing considering my previous couch lasted me 15 years without any visible wear. I am seeking guidance on how I can replace these cushions with higher-quality ones.

Hello, my name is Lorrie Downs. Recently, I've purchased a significant amount of furniture from your store due to moving into a new house. Although I am satisfied with most of my purchases, I have encountered an issue with the sectional couch I got from either your store or one of its outlets like ALLModern, Joss & Main, Birch Lane. I am unsure about which one specifically as I have made multiple orders. The problem lies with the cushions, which seem to be wearing out too quickly. I noticed holes in the main cushion which I use frequently, unlike my previous couch that lasted 15 years without any signs of wear. I'm looking for guidance on how to replace these cushions with better quality ones before I proceed with buying more furniture for my bedrooms and office.

Hello, I am Lorrie Downs. I recently purchased several pieces of furniture from Wayfair for my new home. I am looking to buy new furniture for my bedrooms and office next, but I have encountered an issue with the sectional couch I bought, which I believe was from Wayfair or one of its affiliated outlets like ALLModern, Joss & Main, or Birch Lane. I received the couch last fall, around November, and I have noticed that the main cushion I frequently sit on and the one next to it are already showing signs of wear and tear, with the main cushion even having holes in it. My previous couch lasted 15 years without any such issues.I am reaching out to see if there is a way to replace the cushions with better quality ones for my Starner Sectional Collection by Brayden Studio, order number [redacted]. Thank you.

I want to give you a heads up well in advance. I spent $[redacted] on a bed, a mattress, and sheets for the bed. After placing the order, I immediately called to confirm the address and credit card details. Unfortunately, my sheets were delivered to the wrong address despite me changing the information online and over the phone. The sheets are being resent, but the large items due on Thursday must be sent to the correct address. I took a vacation day for this delivery. If there are any further issues and the items are shipped incorrectly, I expect a full refund and at least a $[redacted] gift card for the inconvenience. Please ensure that my order is sent to the correct place.

I purchased the Woodell Loveseat by Mercer 41 in Golden Rod, but I received a gray one instead. Originally informed of a June delivery due to a backorder, the unexpected delivery lacks the correct color. I attempted to initiate a return online, but the system still shows the item on backorder until June 1st, providing no option for return shipping. I seek guidance on how to proceed with returning the incorrect loveseat. Additionally, I am contemplating canceling the entire order for the loveseat.

I received a wooden house sign as a gift from Ellen H. in San Diego, CA. The packing slip showed order ID CS[redacted]28. The original order arrived with a chipped edge, and Wayfair offered to send a new one. However, upon opening the replacement for our 50th anniversary, we noticed a mistake in the engraving. Instead of "Vechinski Family Established May 16, [redacted]," it now says "Vechinski's family" with an 's at the end. I would like to resolve this issue without involving Ellen if possible. There was no new packing slip in the second order. The offer ID on the original order is [redacted]. I can scan and send the packing form if necessary. Thank you for any assistance. Barbara V. [redacted]

On the 20th of May [redacted], your representative advised me to donate the defective QUEEN bed set (HEADBOARD AND SIDES) due to Covid, especially since the boxes were discarded. We initially received the defective bed set in early April and were anticipating the footboard delivery. Sleeping on the ground while waiting, on May 21st, I arranged for the pick-up of all items to be donated as per instructions. Now, I have received an email requesting me to print a form and prepare everything for pick-up outside my front door to schedule the collection. Having taken three days off work for this, I am frustrated with the ongoing situation regarding this order. Living in a small condo, waiting for deliveries is challenging, and I am at my wit's end. I have followed the advice provided by your representative and would like a refund for the unusable product we bought.

Hello, I hope you are doing well. I wanted to inquire about a recent purchase I made. In January, I found an item that was previously sold out and was delighted to see it back in stock in May. Upon receiving the alert, I promptly placed my order on the same day. I am a loyal customer of Wayfair and truly admire your products. Typically, I receive my orders in a timely manner. The estimated delivery date for this recent purchase was May 5, and a label was created on the 8th. However, there has been no activity since then. I spoke with a Wayfair representative a week and a half ago who explained that there might be a delay due to FedEx prioritizing deliveries to healthcare workers. I was told I should expect to receive the bookcases this weekend, but after reaching out to FedEx, they informed me that Wayfair had created the labels but not yet shipped the items. I am confused by this discrepancy and would appreciate clarification on the delivery date. Your attention to this matter would be greatly appreciated. Thank you, Thuy S. [redacted] [redacted]

I encountered difficulties placing an order due to receiving items I did not purchase from your app. Unfortunately, I was compelled to pay for an unordered item during a confusing interaction. Subsequently, some items were mistakenly returned and now I am being charged for their return. This issue arose while I was dealing with the tragic circumstance of my 7-year-old granddaughter battling cancer. I believed the matter was resolved after making a recent payment. However, when attempting to order college furnishings for my other granddaughter, I was informed I have no credit. The representative advised me to contact you or get rid of my Wayfair card. I am considering this, as I should not be held accountable for an order I did not authorize. Despite this situation, I appreciate your company and would like to continue shopping with you. I am hoping to discuss this matter with a customer service representative directly.