Wayfair Customer Service Issues

I have been trying to contact your customer service for the past two days with wait times as long as an hour and a half, but still no response. It is frustrating that when placing orders, there is a quick response, but when seeking help, the support is unreachable. This lack of support is causing me a delay of three weeks in completing my bathroom renovation. With no shower available, I am inconvenienced to go elsewhere for daily washing. My order number is [redacted] for item T17264-1. The main brass body was missing from the box, and after requesting the parts package, I was initially given a delivery date of June 23, which then changed to an estimated delivery date of on or before July 8 in an email. I urgently need assistance with this issue. Please contact me at [redacted]. Thank you. - R. Duckett

A few weeks ago, I placed an order for a wall clock from Wayfair. When it arrived, the minute hand was loose, which was disappointing. I requested a replacement, and after a delay, I received a package on Monday the 15th from FedEx. Oddly, the box indicated it contained a desk, not the clock I needed. I attempted to contact customer service on the 15th but couldn't get through. On Tuesday the 16th, I waited over 2 hours to discuss this mix-up to no avail. After several successful orders, this experience has left me frustrated. I have decided to cancel the clock order, seek a refund, and arrange the return of the desk package via FedEx. Thank you for your assistance. - Billie B.

Hello, I recently received my order for the Jovany Desk (order #[redacted]). Upon inspection, I noticed that the desk arrived with a cracked drawer, significantly limiting its functionality. As a loyal customer who values quality, I opted for a more expensive desk for its durability and craftsmanship. Unfortunately, the current state of the drawer hinders its ability to hold more than a few basic items. Despite being aware of your excellent return policy, I find myself in a challenging situation due to being a senior citizen, high risk for Covid, and practicing strict shelter-in-place measures. Returning the desk is not feasible for me given these circumstances. I kindly request a replacement drawer to restore the desk's functionality. If this is not possible, I would appreciate a refund or credit with Wayfair as an alternative solution. The desk, which I purchased primarily for storage purposes, is now limited to being a decorative surface due to the drawer issue. Thank you for your attention to this matter. Your assistance is greatly valued.

Regarding Order #[redacted], on June 16, I placed an order for an item that I have been eagerly waiting to restock. After being on hold for over an hour, I asked if I could use two forms of payment - a Visa gift card and my personal credit card. The representative confirmed this was possible, so I proceeded with the transaction. However, after receiving an order number, I didn't receive the confirmation email as expected. Today, on June 17, I spoke to Nicole, who explained that due to the two different payment methods, the processing time is longer. Even though the gift card payment went through and my bank released the payment from my credit card, the order still shows as unpaid and on hold. I expressed my frustration because I have been trying to buy this item for my grandson, and I was under the impression that my order would be secure. I hope that my payment processes soon as there is only one item left in stock. I am disappointed by this experience and hope for a prompt resolution. Thank you. - T. Crosbhy

Order #[redacted] I purchased two (2) Mulfo Smooth Hypoallergenic Waterproof Mattress Covers by Alwyn Home on June 13. However, they are not what I was expecting. On June 15, I returned both covers in the original packaging. I printed a shipping label and dropped it off at Walgreens for FedEx pickup, as I recall free shipping for returns over $50. My online account shows a partial credit for only one cover, excluding shipping, even though both were sent back. I find online shopping confusing and overwhelming. I kindly request assistance to ensure I receive credit for both returned mattress covers on my Amex card. Thank you for your help. I attempted calling earlier, but after waiting on hold for over an hour, I got no response. Hoping for a prompt resolution via email. - Christine C.

Subject: Follow-Up on Replacement Request I reached out regarding a replacement lamp shade for my order made on May 19, [redacted], due to damage upon delivery. Despite the expected arrival of the replacement by May 26, [redacted], it has been over two weeks with no update. Disappointed by the broken lamp shade and the delay, I contacted customer service, waited on hold for an extended period, and have not received a resolution yet. I followed up on June 15, [redacted], but have not heard back. I appreciate the initial response ensuring a supervisor's contact within one business day. However, as of now, there has been no further communication. Your prompt assistance in resolving this matter would be greatly valued. Thank you for addressing this issue promptly and for your attention. Looking forward to a resolution soon. Warm regards.

I have been trying to reach your Customer Service line for over 50 minutes, but unfortunately, no one has answered my call. I returned an order on June 9th, and it was delivered on June 12th according to the FedEx tracking information. When I processed the return, I only sent back two boxes containing chairs as the table was missing. Unexpectedly, the table arrived a couple of days ago. Could you please advise me on how to return the table? I would appreciate it if you could send me the FedEx return labels for the table. The FedEx tracking numbers for the two boxes with chairs are 3[redacted] [redacted] and 3[redacted] [redacted].

Regarding Order #[redacted], I purchased a King duvet intended for my home's rebuild after the Northern California wildfires. Upon moving in due to COVID-19 delays, I realized I needed a Queen size instead. The unopened box containing the King duvet is undamaged and in perfect condition. I am seeking guidance on exchanging it for a Queen size. Attempts to contact customer service have been unsuccessful. I am disappointed with the lack of assistance and communication efficiency. As a paying customer, I deserve better service. My goal is a simple exchange, and I hope for prompt assistance from Wayfair. Thank you, E. K.

I accidentally placed a double order, once on Wayfair and once on Birch Lane, totaling $[redacted].87. I noticed that the same 13 items I ordered on Wayfair were listed on Birch Lane, which has happened to me before. Last year, movers discovered I had two of everything due to a similar issue. This time, I am unsure which order was cancelled. I still have two items from last week's Wayfair order. I then visited Birch Lane to find a tobacco basket and burlap lined wired baskets I ordered on their site for $[redacted]. I need help ensuring my orders are correct. Some orders on Birch Lane were removed, but two remain in my cart. I have a neck injury and cannot hold the phone for long, so please call me at [redacted]. I want to keep ordering but need assistance with the ordering system. Thank you, Susan Streu.

I am disappointed as I received another damaged delivery. My first order, a long narrow trough, arrived broken. Despite that, I ordered two shorter pots as a replacement for an important birthday gift. Joe in customer service was helpful and promised a replacement in better condition. Today, the replacement pots arrived completely smashed, even more so than the first one, despite having five fragile stickers on the box. Now, I find myself without a birthday gift and with a pile of cardboard and broken concrete to dispose of. Please contact me by phone to resolve this issue. If I can receive an undamaged trough by the 24th, that would be ideal, but I need to know soon as I have limited time to find an alternative gift.

I placed an order for a rug on June 11th. However, I received a notification on June 12th that my delivery date was postponed to July 10th. Initially, I was charged for the purchase, but on June 18th, the charge was inexplicably removed from my account. Today, June 20th, I was informed that my rug was out for delivery and my account was charged again. This inconsistency in billing is extremely frustrating, and I decided to refuse the delivery and requested for the item to be returned. I am seeking a refund of the full amount, $[redacted].34, back to my account promptly. Waiting on hold for a customer service representative for over an hour adds to the disappointing experience. Wayfair needs to improve its customer service efficiency to avoid inconveniencing customers like myself. My order number is [redacted].

Around 10-12 weeks ago, we ordered two Adirondack chairs but one arrived with a missing piece. After calling customer service, we were promised the missing part would be shipped by certain dates but it hasn't arrived yet. We called again last Monday, 6/15/20, and were assured it would be shipped no later than yesterday, 6/19/20. I am checking to see if it has been shipped. Our location is Williston, VT. The order is under either Martin LeWinter or Barbara LeWinter. It has been almost 3 months since we placed the order.

I recently purchased chairs from Wayfair after initially browsing them on Joss and Main. The price had increased since my first visit, but I managed to use a 10% coupon from an email to offset some of the costs. After inquiring about potential future price reductions and being informed there wouldn't be any soon, I made the purchase. To my surprise, I noticed a significant price drop to $[redacted] shortly after my purchase. I believe I should be refunded the price difference. I was unaware of the frequent price changes among these sister stores. Despite being frustrated with the pricing inconsistency, I am satisfied with the chairs I received. My name is Deborah Cannoy, and although I don't have my order number handy, you can reach me at [redacted]. Additionally, I also bought some area rugs which I find visually appealing but somewhat thin. This is my first encounter with Wayfair, and while I appreciate the quality of the products, I am displeased with the pricing strategies.

Regarding order # [redacted], I hope this message finds you well. Upon reviewing your website, I was unable to locate a direct email for contact, so I have resorted to using the previous email address provided. I wanted to bring to your attention that the aforementioned order was mistakenly sent to an incorrect address, specifically [redacted] E. Meseto, Mesa, AZ [redacted]. Regrettably, this error occurred as I forgot to update my default shipping information to reflect my home address. After contacting Fedex (tracking number: #[redacted]40), I was informed that the delivery address cannot be altered on my end, and that Wayfair, the company I made the purchase from, would need to facilitate the change. Therefore, I kindly request your assistance in contacting Fedex to redirect the shipment to the correct address: Kathy Garlick [redacted] Arroyo Canyon Lane Chico, CA [redacted] I appreciate your prompt attention to this matter, and will be more diligent in updating my delivery information in the future. Thank you.

Order#[redacted] I recently purchased the 85qt cooler station by Sunfast and after assembling it, I noticed some defects. During rain, it fills up with water, leading to mildew formation, rendering it unusable. I am seeking to have the product replaced with the same or a different one, or alternatively, I would like to request a refund. I have images to illustrate the issue. Unfortunately, my attempts to reach out via phone have been challenging, with long wait times due to possible staffing issues related to Covid. I have experienced wait times exceeding an hour, which is frustrating. As I do not have access to email through the app, and lack a home computer, speaking with a representative is crucial for me. Any assistance in addressing this matter would be greatly appreciated. Thank you for your help. Best regards, Stacey S. [redacted]

Yesterday, while heating up a familiar snack in my OSTER Microwave, I experienced a terrifying incident. The microwave unexpectedly caught fire, filling my apartment with smoke. As a senior resident with health issues, the situation was particularly distressing. My pets and I narrowly escaped harm, but my apartment now requires professional cleaning due to the smoke damage. The fire department confirmed the microwave was defective. The ordeal has left me shaken, with ongoing health concerns. I urgently need a replacement microwave and assistance with the cleaning costs. Despite the trauma, I have always been a loyal customer and have recommended your furniture to family. My daughter, Dawn KENNER Manrique, has also been a satisfied customer. I hope for a prompt resolution to this distressing situation.

Hello, Yesterday, we received our order of 2 Noyes upholstered dining chairs from Wayfair. Unfortunately, the package appears to be a return as it arrived with missing hardware pieces and the chairs were damaged. We have documented the condition the package arrived in with photos. This experience with Wayfair has left us extremely disappointed, especially as we now lack the necessary seating for an upcoming family gathering. Given the ongoing Covid-19 pandemic, we are also concerned about the safety of receiving a returned item that may have been contaminated. It would be advisable for Wayfair to reconsider how returned items are processed and distributed during this time. We have attempted to contact customer service twice, enduring lengthy wait times only to have the calls disconnected after 40 and 30 minutes, respectively. We are requesting that Wayfair promptly send us 2 replacement chairs to address this issue. Thank you. Order # [redacted]

My husband and I placed an order back in May, and we've faced ongoing issues with our purchase. The items arrived damaged, causing delays in our remodeling project as we wait for Wayfair to send replacements. We attempted to assemble the bed today, only to realize we're missing pieces - specifically a right leg and the necessary hardware. This situation has been frustrating as we expected better quality for the price we paid. It's disappointing to receive Benchcraft items made in Vietnam instead of the Ophelia set from the USA that we ordered. This experience has been a nightmare, causing significant setbacks to our house addition. We hope for a quick resolution, including expedited shipping of the missing parts and possibly a partial refund. Overall, this has been the most disappointing customer service experience we've ever encountered, both online and in-store. The Conrad White Distressed Bedroom set in King that we ordered arrived with various damages, adding to our disappointment with the incorrect product sent.

I made a purchase on 6-17-20 using my Visa credit card. After not receiving an email confirmation, I reordered the item using my PayPal account and got confirmations from PayPal and Wayfair. Later, I noticed two charges on my Credit Card statement - one to Wayfair and one to PayPal. Customer service was unresponsive, so I reached out via email. Forrest confirmed two orders had been shipped and advised to return one without paying shipping. Lisa also confirmed no shipping charges were due. Upon receipt, the refund process required me to pay $18.35 in shipping, which was later waived by Tomas G. A refund of $79.35 has been processed, but I'm waiting on the $18.35 refund. I no longer want the second item and can't find the order to return it. Without assistance, I may need to dispute the charge. I have all documentation and expect a full refund of $98.20 and $18.35. The order # for the returned item is [redacted] and for the second item to return is [redacted]. Thank you for addressing this promptly. Tonda B.

Hello, I am Ali Alipour. I recently purchased a mattress from your company. I am disabled and receive care from the Birmingham Mental Health Group. I paid £[redacted] for the mattress, but there seems to have been a mix-up with the delivery. The company claims they attempted delivery, but no one was home. My mental health team and a legal representative investigated and found that no delivery attempt was made at my address, 38 Boundary House, Hollicraft B5 7QL. Due to my disability, I kindly request either a refund or redelivery of the mattress. I have a recording of my conversation with the company representative for reference. For further communication, please contact my brother via email at [redacted] He made the purchase on 5th June with a card payment through PayPal. Thank you for your assistance.