Wayfair Customer Service Issues

I canceled my order right after purchasing it because I couldn't change the delivery address. I reordered the same item and expected it on June 23, but now it's arriving tomorrow and I need to arrange a vacation hold with FedEx to delay it until after our move. Not only do I have to handle redirecting the delivery or placing it on hold, but I also have to set up a return. I insist on a full refund for the item I originally tried to cancel and want it returned to the warehouse it came from. It's frustrating to have to do this additional work when it should have been resolved initially. I was excited about buying furniture and household items for our new home from your store but am disappointed with the lack of customer service and support. While I understand the challenges businesses face due to COVID, adjustments need to be made to provide better service. I hope to reach someone soon to resolve these issues promptly.

Hello, I attempted to call for assistance but experienced long wait times. In April, my daughter passed away from cancer, and I had purchased a recliner lift chair for her, which was the second one we bought. The first chair encountered motor issues. The second chair was delivered to Ohio, where my daughter had relocated to Cleveland around March 4th. However, there is a noticeable spring when sitting on it, causing discomfort. Due to handling funeral arrangements, I regret the delay in reaching out about this matter. I am inquiring about the possibility of exchanging this chair for a different model, a cloth swivel rocker that better suits my needs. I appreciate your understanding regarding the delay caused by the loss of my daughter. I eagerly await your response. Thank you, Sandra Premura Order # [redacted] Price: $[redacted].99

Hello, I recently contacted Wayfair customer support regarding a return and missing shipments. After being on hold for 40 minutes, I spoke to an unhelpful representative who put me on hold multiple times and eventually dropped the call. The agent attributed the poor service to COVID-19 and returns issues. While the pandemic has affected operations, Wayfair should consider hiring more remote agents and providing alternative contact methods like chat or email. Blaming COVID-19 for service issues caused by high demand without sufficient staff is unacceptable. I no longer recommend Wayfair to those seeking furniture for their homes.

I purchased 4 Adirondack chairs from Wayfair.com on May 18 with an estimated delivery date of June 1, [redacted]. It is currently June 12, [redacted], and the delivery estimate remains unchanged without receiving the items. After contacting Wayfair on June 2 and enduring a 1 hour and 45-minute hold, the representative mentioned the items would ship by the end of the week, but no notification was received. I am seeking delivery of my items or an updated estimated date. Additionally, I am requesting a discount since I opted for pricier chairs due to the less expensive ones being on backorder, wanting a sooner delivery date. The order number is [redacted] for the Anette Plastic Folding Adirondack Chair (4 in Nantucket Blue) by Sol 72 Outdoor.

Order# [redacted] - Monteverdi 6 Drawer Double Dresser I had two nightstands delivered on June 7th as scheduled, but the delivery person mentioned that the matching dresser was not available at the warehouse when he picked up the items. Despite my account showing the dresser as delivered, it was not received. I allowed for two additional days in case it arrived separately, to no avail. Following the delivery of a dining room table today, June 12th, I hoped the dresser would be included, but it wasn't. I have spent a total of 2 hours and 45 minutes on hold trying to reach customer service. I kindly request assistance over the phone or a prompt email regarding the status of the dresser that appears to have been charged to my card erroneously due to its delivery status. Thank you.

I bought a reversible L-shaped desk that was advertised as such, but upon assembling it, I realized it's not reversible. After attempting to make it work, it became clear that it's not possible. The company's website confirmed that the desk is not meant to be reversible. I initiated a return, but was surprised to find out I have to pay $20 for return shipping. Since the desk was falsely advertised, I believe I should receive a full refund without being charged for return shipping. I've tried contacting the company via phone twice, waiting for an hour each time, without success in speaking to a representative.

I had previously expressed interest in the Sun-Ray Arch Inlay Solar Decorative Bird Feeder that was out of stock. After receiving an email confirming its availability, I checked other retailers and found significant price differences. Your Company's price of $76.99 appeared inflated compared to Amazon's $65.97, Overstock.com's $60.99, and Lowe’s and Home Depot's pricing at $49.99. This vast price gap makes Wayfair seem like the most expensive option. As someone in the marketing field, I believe your Company should be more competitive and transparent in pricing. I have decided to order the product from Home Depot due to their lower price and free shipping, prompting me to reconsider future business with your Company and share this experience with others.

I purchased a mirror from Wayfair, but my package has been stuck at the FedEx facility in City of Industry for two weeks. FedEx recommended I get a refund from Wayfair due to the civil unrest in the area. However, I am unable to locate an email address on Wayfair.com or find a way to chat online for help. I called Wayfair's customer service number multiple times and waited on hold for 1 hour and 32 minutes only to have the call abruptly disconnected after someone answered. I plan to dispute the charge on my credit card. This experience with Wayfair is unacceptable, and despite being a regular customer, I will not be ordering from them again.

I made a purchase on 05-29-[redacted] from Wayfair with Order#: [redacted]. The Fedex tracking number provided is [redacted]64. Wayfair claims the order has been shipped, but as of this morning, it has not been handed over to the shipper, which I confirmed. I am frustrated with attempting to contact Wayfair.com and receiving excuses blaming the virus for the delay. It has been too long, and there seems to be no way to reach them for assistance in this matter. I have been on hold on the phone with Wayfair for 1 & ½ hours now, despite initially being told it would only be a 45-minute wait. It is impossible to track a shipment that has not been transferred to FedEx yet. The Wayfair order [redacted] indicates it is shipped, but the FedEx tracking number appears to be invalid. The tracking information for my order is either incorrect or not updated. It appears that all efforts are being made to delay addressing this issue, and I am considering sharing my experience online to warn others against making purchases from Wayfair unless they reach out and resolve this matter promptly.

Hello Wayfair Team, I placed an order for this bed on May 3, about 43 days ago, with an estimated arrival between June 1-11. Unfortunately, the bed has not arrived yet. I looked into "Expedited" shipping, but the new estimated arrival date is July 3. My wife and I are growing tired of sleeping on the floor. To add to the frustration, the price of the same item has dropped by $[redacted] since we made our purchase. I have three requests to make: 1) Could you please provide a delivery date sooner than July? The lack of communication and delay is becoming increasingly frustrating. 2) Can you refund us $[redacted] for the price drop since our purchase date? 3) It would be helpful if you could update your customer service to include callbacks. I have been on hold for 27 minutes. Thank you, J. & K. Riggs

I placed an order for patio chairs on June 2 with order number #[redacted]. The delivery was first scheduled for June 9, then pushed to June 11. It is now June 15, and the chairs have not arrived. I am unable to reach anyone for an update. FedEx mentioned a label was created by Wayfair but has no further information. I tried contacting customer service for four days, waiting on hold for over an hour each time without success. Email seems to be the only alternative to reach Wayfair. I simply need to know the status of my order. Any assistance would be greatly appreciated.

I need help with my Wayfair order #[redacted] for 4 patio chairs placed on June 2. The chairs were shipped on June 4, with an estimated delivery date of June 9, but it was delayed to June 11. However, it's now June 15, with no update since. FedEx only confirmed that a label was created. I've tried contacting Wayfair's customer service 5 times in 3 days, waiting over an hour each time before giving up. My card was charged $[redacted].58, and Wayfair's policy doesn't allow cancellations post-shipment. I just want a written update via email from Wayfair.

I am reaching out regarding my recent Wayfair order #[redacted] for 4 patio chairs placed on June 2. Despite receiving a shipment notification from Wayfair on June 4 indicating a FedEx delivery by June 9, the chairs have not arrived. After a delayed delivery date of June 11, there has been no further communication from Wayfair. Despite contacting FedEx, they have not received the merchandise from Wayfair, contradicting Wayfair's claim of shipping the items. My frustration is compounded by unsuccessful attempts to contact Wayfair's customer service, waiting on hold for over an hour without assistance. A sum of $[redacted].58 has already been charged to my credit card. I am simply requesting a written update via email from Wayfair regarding the current status of my order.

I encountered issues while ordering 1 rug on your website, which led to canceling 2 duplicate orders. Despite confirming the cancellation over the phone on June 12, [redacted], all 3 rugs were shipped. It seems there was confusion among your staff about the cancellations. This experience has been extremely frustrating, causing unnecessary stress. I appreciate your products but am disappointed by the service. I need assistance in ensuring that only 1 rug is sent out as intended. Thank you. - Doris K. from Evans, GA.

I have not yet received an order I placed on June 2nd. I contacted FedEx with the provided shipping number, but they informed me of an issue with multiple shipping labels on the box, rendering the number invalid. They assigned me a case number [redacted] and mentioned that Wayfair needs to contact them regarding this case to correct the shipping label with the correct address. My order number is [redacted]12 for Zach W. I have been trying to reach out to Wayfair but have been on hold for over an hour with no answer. I desperately want to receive my merchandise or a refund. The situation has been frustrating, and I hope for resolution soon. My son, Zach, also attempted to inquire without success due to his work schedule.

Hello, I'm Nafis. I purchased a Missouri free-standing 70” kitchen pantry from Wayfair, but encountered issues when assembling it as the holes were in the wrong place. Despite receiving a replacement piece with the same problem, Wayfair's customer service has been unresponsive. I reached out multiple times but faced long wait times on the phone and received no follow-up. This lack of assistance has left me frustrated and angry, leading me to reconsider future purchases from Wayfair. Your help in resolving this matter would be greatly appreciated.

I ordered a desk on April 9th to set up a home office due to current circumstances. However, the delivery has been a disappointment. Initially expected on April 15th, it is now delayed until June 15th with no real updates except automated backorder emails. My main concern is why I was sold a backordered item without prior notice. Attempts to contact customer service have been futile, waiting up to 45 minutes without connecting. The lack of care for these continuous delays is disheartening. Order number: [redacted].

I made a purchase 20 minutes ago and got a confirmation email. After noticing I selected the wrong color, I tried to update the order through customer support, but they mistakenly canceled it instead. I only intended to change the color from gray to white, not cancel the order altogether. Thank you, Kat.

I'm a big fan of Wayfair and have made various purchases for my own use. Recently, I bought items for the Children's Advocacy Center of Southern Arizona. Unfortunately, Order #[redacted] arrived with some issues. The coffee table had noticeable chips and signs of cracking, impacting its appearance and integrity. Additionally, the orange chair was stained with large, conspicuous black oily marks on the seat and along the sides. Even though I attempted to contact customer service, with the current pandemic situation, I understand that long wait times are expected.

I ordered two items from Wayfair. One arrived promptly, but the other is still listed as "shipped" with no delivery. The first item came on May 29; however, the whereabouts of the second item are unknown. When checking online, it shows as "out of stock" without any prior notification from Wayfair. The availability date keeps changing. I seek clarification on when the item will be restocked and request guidance on how to obtain a refund and cancel the order if it remains undeliverable. I've made two 45-minute calls to their helpline with no response.