Wayfair Customer Service Issues

I recently purchased an office chair, and unfortunately, it was missing 6 bolts for the arms when I assembled it. I promptly reached out via your "missing parts" link to request the missing bolts. To my surprise, instead of receiving the bolts, another entire $[redacted] chair was delivered to me. Despite my attempts to return the extra chair, there seemed to be some confusion with the delivery process leading to rescheduled delivery dates and claims of address issues that did not exist. I contacted the provided number only to be directed to call FedEx myself. I want to clarify that I did not request the second chair, and if it gets sent to me again, I will keep it without incurring any charges. I have since found another solution for the missing bolts, and the situation is resolved from my end.

Hello, I recently joined Wayfair and have been making purchases to furnish my new home. Although most items are great, the white Jacobus task chair by Orren Ellis did not meet my expectations. When I sit on it, I sink down, and the screws did not fully secure underneath, making it feel unsafe. It creaks and moves when I shift my weight, and won't stay at the desired height. I paid $[redacted].00 for this poorly made chair. I'd appreciate it if someone could provide information about resolving this issue either by phone or email. Thank you.

This is my second attempt at writing this message as the first one disappeared. On May 20, in the early hours of the morning, I tried to order an Effiom Hand-hooked pink/green area rug from Wayfair for $[redacted].99 CAD. Unfortunately, the purchase was not completed on the website. I have been a loyal customer since [redacted] and am now downsizing to a basement condo at 82 years old. Finding the perfect area rug has been a long journey for me, and this one truly captured my heart due to its vibrant design. Even though the price is high for me, I sincerely hope that Wayfair can honor the original price I saw. If not, I will understand that it was not meant to be. Thank you for considering my request and understanding my situation.

I placed an order for a desk from Wayfair on April 17th with an expected delivery date of May 11th. However, I received notification on April 29th that the desk would now arrive on June 23rd. Subsequently, on May 27th, I was informed that the new expected delivery date is July 3rd. I purchased this desk to support my revised work situation during the COVID-19 pandemic, creating a home office space. While I am sympathetic to the challenges companies are facing, the repeated delays are now unacceptable. I am requesting a significant discount (minimum of 25%) from Wayfair due to the excessively long waiting period. If Wayfair is unable to accommodate this request, I will regrettably have to cancel the order and seek a vendor who can provide a more timely delivery.

I received my order on 5/20/[redacted] via UPS, consisting of 2 boxes. The order number is [redacted]. Both boxes, particularly box #1, are significantly damaged, with torn and shredded areas. The UPS driver mentioned the possibility of water damage and advised me to file a claim. The boxes are too heavy for me to handle alone. Before opening them, I would prefer to have the order replaced by your company. I trust in Wayfair's esteemed Customer Service to efficiently address and resolve this issue. Thank you for your prompt attention. I am excited to receive the trellis.

I received a Pepperell sofa bed by Zipcode Design in grey yesterday, but unfortunately, the wood frame is broken on one side. Additionally, the sofa style is incorrect, as the one I ordered was supposed to have arms on the sides, which this one does not. The box the sofa came in was torn and damaged. I have been trying to resolve this issue since yesterday, being on the phone multiple times, but I am still waiting for a solution. As a disabled veteran, I really need assistance as I now have a sofa that cannot be used due to the broken frame and incorrect style, with the old sofa already gone. I am unable to sit anywhere comfortably. I even gave the UPS delivery person $20 to help place the 70-pound box where the sofa goes. I am frustrated and in need of help to have the box repaired or replaced. I have taken pictures of the damaged sofa and packaging. This has been my first order and will likely be my last if not resolved promptly.

My order has not yet been delivered. Despite checking the parcel tracking daily and attempting to reach out to Wayfair, I encountered long wait times on their automated phone system, prompting me to disconnect. Seeking further information, I contacted FedEx, who clarified that they only possess the label and not the item, contrary to Wayfair's tracking updates suggesting on-time delivery by 5/22 (a message reiterated five days later). The urgent delivery was intended for a special birthday at a vacation residence, for which I paid more than $35 for expedited shipping. As we are no longer at the location, and with no communication from Wayfair, I have decided to cancel the order and am now looking forward to a full refund, feeling completely dissatisfied with the experience.

I ordered an Ina Brown Area Rug on 5/12 from Wayfair. I got a tracking number, [redacted], in a text on May 14, and an email for the same order, [redacted], saying the rug was shipped on 5/12, but I haven't received it yet. I contacted Wayfair on 5/26, and they said they would check with the warehouse. I was advised to call back if I didn't hear anything by 5/28. After multiple unsuccessful attempts today, being disconnected each time, I finally spoke to a representative but then got disconnected again after being asked to rate the service. I'm looking for an update on my order status and prefer not to call again. I've been a loyal customer and spent a significant amount with your company, so this customer service experience has been disappointing.

I recently received a Rocker Recliner from Wayfair, but unfortunately, I'm experiencing difficulties with assembling it. The back does not align properly with the base, making it challenging to click together. Additionally, I am struggling to lower the footrest due to leg strength issues. I would like to initiate a return and request Wayfair to cover the return shipping costs. I am dissatisfied with this purchase and would appreciate a full refund. The chair details are on the instruction sheet: HQ-[redacted], a blue manual chair named Begaye Manual Rocker Recliner. To proceed with the return process, could you please advise me on how to facilitate the return with Wayfair covering the return shipping expenses? Thank you.

I received a damaged item from FedEx and now Wayfair wants to charge me for shipping. I am seeking a return label and a full refund. I have been on hold for almost an hour. I am disappointed with my experience and may need to seek other options. I hoped for a smooth order process and delivery of undamaged goods. This situation is frustrating and unacceptable. I may have to explore alternatives to resolve this issue. I have been waiting on hold for longer than expected, regretting my decision to order from Wayfair. My experience with Wayfair has not met my expectations; I cannot recommend them for quality furniture purchases. I am dissatisfied with the handling of my damaged item issue and the shipping charge for returns.

Date Placed: May 24, [redacted] Wayfair Order #[redacted] Total Price: $[redacted].39 (1 item) My item was damaged by FedEx and I am requesting a return label and full credit without any charges. The shipping was wrongly attempted to be billed to me instead of FedEx for the damage. I have photos of the item and packaging showing the damage incurred during shipping. I tried calling but couldn't get through after waiting over an hour. This experience with Wayfair has been frustrating and disappointing, making it unlikely for me to order again. Not recommending Wayfair due to this poor service standard. - Tom W.

I'm Brianne W., and my order number is #[redacted]. I was expecting a delivery between 7-11 am today. The driver called around 7:20 am, but I missed the call as my phone was on silent. All correspondence informed me that I didn't need to be present for the delivery, and the item would be left on the porch. I tried calling back within 15 minutes, but received no response. Later, I received an email stating that I refused the order, which is not the case as I never interacted with the driver. I have a ring camera at home and can confirm no attempt was made to deliver the item. I'm at home and would appreciate it if my item could be redelivered.

I purchased a couch three months ago and only two out of the three crates made it to the warehouse. I was informed the missing crate would be reordered and all three would be sent together. However, I have been waiting a long time without a couch, causing inconvenience for my family. Despite being patient, the lack of communication from Wayfair is frustrating. It's challenging to constantly reach out instead of being updated by customer service. I understand everyone I've spoken to has been polite, but it doesn't solve the issue of not having seating for my family, which is especially difficult during this time of staying at home. I kindly request a call from a manager or supervisor to address the delay and why the two available crates weren't sent first. It would greatly help to have a seating solution for my family. Thank you for addressing this matter promptly. - Colin C.

Good Afternoon, I purchased two Zero Gravity chairs from Sol 72 with Order No. [redacted], and they arrived on the Thursday before VE Day (7th May). Initially, I was pleased with the chairs and left a positive review. However, my satisfaction was short-lived. Recently, one of the chairs collapsed unexpectedly while my partner, Grant, who is in his late 50s and of average weight, was sitting in it. The frame bent, causing him to fall and hurt his back. This incident has left us concerned about the safety and quality of the chairs. One chair is now unusable due to the bent frame, and we are hesitant to use the other one for fear of a similar issue occurring. I kindly request that you reach out to discuss our options regarding this matter. You can reply to this email or call me at 07[redacted]32. Please understand that I may not be able to respond immediately if occupied with work. I look forward to resolving this situation promptly. Best Regards, Maureen Hadaway

I would like to address the issue with the fence order I received. The description lacked clear details, making it difficult to select the correct dimensions. As a full-time pastor with reduced income due to the pandemic, I am unable to purchase a second fence. Despite this, I appreciate the quality of the product and have always been satisfied with Wayfair's items. In the future, we plan to remodel our home with Wayfair products. I plan to return the fence in its original condition. I understand there may be return fees, and I apologize for the lengthy email. Thank you for your understanding. God Bless, Pastor G.H. Unity Baptist Church Baton Rouge, LA [redacted]

Regarding Wayfair Order #[redacted], I need to return the item due to the incorrect dimensions. When I ordered, the drop-down menu did not display the total dimensions clearly. I believed I was purchasing a fence that was 48” high by 75” wide, but it won't fit our needs. Given the financial strain from COVID-19 affecting my church income, affording a second fence is not feasible. We appreciate the quality of your products and services, and despite having to return this item, we look forward to future purchases as we remodel our home in [redacted] with Wayfair products. Thank you, PG Unity Baptist Church, Baton Rouge, LA

Dear Wayfair Support, I received the fence I ordered but it does not fit our needs due to a misunderstanding in the product description. Due to financial constraints caused by the Coronavirus pandemic affecting our church and personal income, I sadly cannot afford to purchase another fence to meet our requirements. Despite this, I appreciate the quality of the fence and Wayfair's service. Although I must return the item, I hold Wayfair in high regard and will continue to be a loyal customer in the future. Thank you for understanding our situation. Sincerely, Pastor GH Unity Baptist Church Baton Rouge, LA

I need assistance with an order issue that I cannot resolve online. I attempted to contact customer service three times but faced long wait times each time, exceeding the estimated durations significantly. Despite understanding the challenges posed by COVID-19, the prolonged waits have been frustrating. I would prefer to be contacted via phone at 1-[redacted] or [redacted] rather than through text or email. A callback option would be beneficial in preventing further exasperation from long wait times. Please, I urge for a prompt response via phone.

I called the contact number listed on the website and waited on hold for one hour and 40 minutes, only to realize it was just a recording with no one actually answering calls. This lack of service is discouraging as there is no email contact information provided on the website. My inquiry pertains to an order I placed on May 18 (order number [redacted]) that is on backorder, with multiple delivery date changes. Despite multiple pending charges on my bank account from Wayfair, the merchandise has not been received. The long waiting times and lack of response have led me to reconsider using Wayfair in the future. Regards, Linda DiQuattro

On May 26, [redacted], I placed an order for the outdoor post light Berryville 3 light post priced at $[redacted].00 online. Initially, I printed the order to discuss it with my husband, but upon trying to complete the purchase, the price suddenly increased to $[redacted].00. I attempted the next day and the price went up to $[redacted].00. After numerous calls to Wayfair, I finally connected with a call center representative who acknowledged the price discrepancy but couldn't resolve it. Contacting management, I was met with a disappointing response that implied I should buy elsewhere if I found a better price. This unprofessional attitude left me shocked, as I have never encountered such poor customer service in my 40 years of business.