Wayfair Customer Service Issues

I have attempted to contact Wayfair multiple times without success. I placed an order for a 5,[redacted] BTU Energy Star Air Conditioner with remote (Arctic King) on April 11-12th, but it is too large for my window and needs to be returned. Despite the 30-day return policy, I have been unable to reach a Wayfair Representative about the return process. I have made several calls since mid-April, including one where I was on hold for 1.5 hours before giving up. The total amount is $[redacted].84, and I am concerned about missing the return window due to my inability to connect with Wayfair. I understand the challenges posed by COVID-19 but urgently need guidance on returning this item. I appreciate any assistance you can provide in resolving this issue promptly. Thank you.

I purchased the Savona 8”x26” wood-look tile, Sky: EML1320, for my bathroom renovation project. I was assured by the agent that I was ordering only the 8”x26” tiles. However, upon delivery, we found that it contained mixed sizes of tiles causing an issue for our renovation. To proceed, we used the larger tiles for one bathroom and now need 36 more pieces of the 8”x26” tiles for the second bathroom. Unfortunately, it seems the product is out of stock until August, which is a major delay for our project. I request assistance in obtaining the additional boxes of the correct tiles promptly to avoid any further delays in our renovation.

I recently purchased a complete bedroom set from Wayfair, but I've been experiencing ongoing issues with the dresser. Despite their assurances to send a replacement, I never received it. After numerous calls and promises from different representatives, I did get a dresser, but it turned out to be the wrong one. This situation has been extremely frustrating, as I've spent a significant amount of time trying to resolve it with no success. In addition to the incorrect dresser, I also have concerns about the quality of the material used and the functionality of the chest drawers. The screws keep coming out of the sliding mechanisms, making it feel like a poor-quality product considering the price I paid. I'm seeking compensation for the time and stress this has caused, and I urge Wayfair to send me the correct dresser as soon as possible.

Hello, I hope all is well with you. I am reaching out regarding the status of my recent order. The order number is #[redacted], and you can contact me at [redacted] I purchased a McWilliams TV stand 85" two weeks ago over the phone. I discovered that my profile was mistakenly switched from business to personal during the order process, impacting the shipping timeline. Although I ordered a loveseat and two chairs that arrived within 7 and 10 days respectively, my TV stand, crucial for guests arriving on July 10th, was supposed to be delivered within two weeks. Despite a notification on June 22nd that it was shipped, the item remains in the warehouse without movement on the tracker as of June 27th. While I understand delays due to Covid-19, the lack of progress after 5 days is concerning. I fear it won't arrive in time. Your assistance with this matter is greatly appreciated. Thank you, Doug M.

I received a package from FedEx today for an order I have pending with Wayfair. The box was slightly damaged, but luckily the merchandise inside was fine, even though it wasn't what I ordered. The packing slip inside was from Macy's, with Order No. [redacted] for Nancy J Alfaro in Santa Barbara, being shipped to Nancy Alfaro in Lompac. I'm Judy Haines from Central Point, OR, with Order No. [redacted]. I've tried calling both Macy's and Wayfair today. Macy's wasn't available to talk, and Wayfair has a 45-minute wait time. I'm unsure what to do with the wrong merchandise or if any of my ordered curtains are missing. I need help with this quickly and advice on what to do with Ms. Alfaro's items. You can reach me at [redacted] or via email.

To Whom It May Concern, I placed an order for two items on June 13th, aiming for delivery by June 22nd, my brother’s birthday. I was surprised to learn I apparently chose expedited shipping which cost $56.93 for a toaster and a blender from Hamilton Beach. The estimated June 19th delivery did not occur, and by June 22nd, the items were not received. After trying to cancel on the website, I was informed they would be delivered on June 23rd. After a lengthy call, I was told one shipping charge would be refunded. I am dissatisfied with the delayed delivery, unclear communication, and unexpected shipping charges. If Wayfair's expedited shipping policy guarantees 2-day delivery, it should be clearly communicated to customers. Despite the $56.93 shipping charge for $96.98 worth of items, I am disappointed in the overall experience and uncertain about future orders. Sincerely, Evelyn Thomas

I purchased a king-size bed frame approximately 2 months ago. Upon delivery, there was a strong smell of mildew and mold, forcing me to purchase cleaning products to address the issue quickly because my wife was heavily pregnant. The payment for the frame was split into 2 installments, which I was informed would be adjusted post-receipt. However, a "pending" transaction continues to appear on my account daily, causing confusion and frustration. The unresolved payment issue, coupled with the product's condition, has made contacting Wayfair's customer service difficult. I request the immediate removal of the pending transaction and a refund of $[redacted].65 for the inconvenience and time wasted on resolving this matter.

My daughter, who resides in Plainview, NY, mistakenly had an outdoor trash bin sent to our address in Tampa, FL. We were surprised to receive the delivery at our home (David Goldstein--[redacted] Londonderry Dr.--Tampa, FL [redacted]). Meanwhile, our daughter, Sherry S., was informed that her order had been delivered. After searching her property and "ring" device, she realized the bin was at our address. Could you provide a Wayfair mailing label so we can forward it to her? Her details are Sherry S.--31 Phipps Ln.--Plainview, NY [redacted]. I also have a Wayfair account under Joanne N. and recently purchased TV snack tables for our home. As a long-time satisfied customer, I hope we can resolve this issue promptly. Thanks, Joanne N.

I'm having trouble applying my 15% July 4th discount on my recent order #[redacted]. The checkout page was confusing, and I couldn't find where to enter the code. The response email layout could be improved for better readability. I'm disappointed in the customer service experience with Wayfair and Birch Lane. I expect the advertised discount to be honored or provided as a credit post-purchase. Improvements are needed for a smoother process in the future. My intention is not to criticize, just to offer feedback from a customer perspective.

I purchased a green market umbrella last summer and only recently began using it due to a broken porch table. Surprisingly, the green exterior of the umbrella has turned blue within a week of use, while the strap and underside remain green. I suspect it could be due to sunlight exposure, but I've never encountered this issue before. I have attached some photos for reference. Order Number: [redacted] James V. Email: jimvier[redacted] [redacted] North Ave, Fanwood, NJ.

My name is Ellen I., and I live at 26 Gov Markham Drive, Glen Mills, PA. We ordered an awning in June, but it arrived with two damaged parts. The contractors couldn't install it but still wanted payment for their time. When I called Wayfair, I waited for an hour on hold for customer service. After providing them with all my information and sending photos, they told me to expect a delivery by July 10. Today, after another hour-long wait on the phone, I was transferred to the manufacturer. They informed me that they needed the correct item numbers from Wayfair, but I haven't heard anything back. If I don't receive the missing parts or any updates soon, I won't be paying my bill. This experience has made me decide never to purchase from Wayfair again. Their customer service has been extremely disappointing, and I think they should consider renaming the company to something more fitting like UNFARE or WAYOUTTHERE.

Dear Kind Help Assistant, Greetings from torrid and humid Texas! In December through March, the floor gets cold due to pier and elevated floor joists. On June 1st, I ordered your 2.5ft by 3.5ft underflooring pad, shipped by UPS. My wife hired Hispanic workers to clean the cracked ceramic floor, who swiftly prepared it for the linoleum installation. However, when the underflooring arrived a couple of days later, we noticed the ceramic squares were indented. My approach would have been to use self-leveling cement before laying down the PVC to prevent future issues. I am concerned about the future repair needed when the floorboards collapse for the next tenant. I have the untouched shipping box and would like to inquire about a possible $53 refund from UPS. Best regards, Frustrated Grandpa, Will

Good afternoon, I bought two outdoor rugs on May 3, [redacted], and received them by May 9, [redacted]. Unfortunately, due to bad weather, I only placed them on May 15, [redacted]. Less than 60 days later, the rugs have faded significantly, despite being mainly under umbrellas. The evident difference in the exposed rug area compared to the rest is disappointing. Although $[redacted] might not be much to a large company like yours, as a teacher, it's disheartening for me. I believe it would cost me more to return the items than they're worth. I've been a loyal customer to Wayfair and its affiliates for years and have always received excellent customer service. I trust you to handle this situation appropriately. Wishing everyone who reads this message good health and safety. Best regards, L. Ash.

I bought a Hillsby Oriental Orange/Navy area rug from Wayfair on May 8. I kept checking its status weekly as it was taking a long time to ship. However, on July 5, I got an email confirming the cancellation of the rug, which seemed to be based on my request. I tried contacting customer service by phone but was left on hold for over 45 minutes each time. It seems my order might have been cancelled due to payment issues, as I had a rejected charge notification on the same day. This is frustrating because I thought I purchased it two months ago and now I might have to reorder and wait several more months. My order number is [redacted]. I am eager to get this resolved.

I am inquiring about my Recent Order No. [redacted]. Placed on June 26th and after speaking with Customer Service on June 27th, I was advised the order could arrive sooner than the estimated date, around July 6th. However, upon checking as of July 8th, the tracking information shows no shipment status. After a lengthy wait, Customer Service mentioned a delay with no shipment guarantee. I am confused by the lack of communication and reliability. This level of service is unacceptable and unheard of in the U.S. corporate world. Can someone provide clarity on the situation with the order?

I purchased a daybed on July 4, [redacted], with a trundle. The order number is [redacted]. I received the bed boxes on July 9, [redacted], and Handy was scheduled to assemble it on the same day. However, the Handy representative, Sam, found that some essential hardware pieces were missing from the boxes. I contacted Wayfair Customer Service immediately on July 11, [redacted], but have been waiting for assistance for over two hours now. I urgently need the missing parts to be expedited to my address for my mother, who will be staying with me starting Sunday, July 12, [redacted]. I kindly request prompt action to resolve this issue as soon as possible. Thank you. - Dr. Leonardo Cadogan [redacted] Garden Quilt Circle, Lutz, Fl [redacted] Phone: [redacted] Email: [redacted]

I ordered 2 bathroom reversible rugs in cream, but received one in cream and the other in gray. I would like to exchange the gray rug for a cream one without incurring return postage costs since the error was not mine. The UPC codes are different. The rugs are Tinsley Luxurious Soft Multiple [redacted]% Cotton Reversible Bath by Alcott Hill. I have contacted FedEx for a pick up, but have not had any luck so far. Wayfair should cover the cost of return postage.

I purchased a 12v ride-on Jeep toy from Tobbi on June 12, [redacted]. I was expecting to receive my order number via email at [redacted] from Wayfair, but have not received any confirmation yet. When I contacted the toll-free customer service number, the automated system mentioned they found my order linked to my phone number ([redacted]), however, I still have not been provided with my order number to track my purchase.

Dear Support Team, I recently made a purchase for two items, but you have informed me that they were canceled due to some inconsistencies in the order information provided. The notification email received mentioned Order #[redacted], and a refund of $88.80 has been processed to my account. If you are questioning this decision, kindly reach out to the support team at [redacted]. To prevent similar issues in the future, they have advised contacting them before placing any subsequent orders online. The cancellation affected the "Eternal 13 Pieces Ceramic Non Stick Cookware Set" which was priced at $82.99. Thank you for your attention to this matter. Best regards, Hamza

I ordered a tablecloth and 2 sets of placemats back in May, but have yet to receive the products. Despite a label being created for shipping, UPS has not received the order. After contacting customer service in mid-June, I was promised a return call that never came. A follow-up call in early July resulted in a 90-minute hold time, which I couldn't wait through. My credit card has already been charged, but I still haven't received the items. I understand the current crisis situation, but waiting for 2 months for a delivery feels excessive. - Christine Corsette