Wayfair Customer Service Issues

Order # CS[redacted]87... I would like to return both sheet sets. After checking the tags which clearly state [redacted]% cotton and [redacted]% alagon, with no mention of sateen, the feel of the sheets also confirms this. My order receipt mentions [redacted]% cotton sateen. I plan to return them promptly for a full refund. I have made a new sheet order, hopeful that it is accurately advertised. Should the tags not match the product description, I will also return those. Thank you, June Bunton.

I placed an order for a 10x15 pop-up canopy from American Phoenix around May 29. The order number is [redacted]. Even though the delivery date was supposed to be June 6, I received an email on July 14 stating the item had just shipped and would arrive by July 20. My VISA card was charged on July 14 as well. As of today, I have not received the item. Upon checking the tracking information, it shows that the package was only labeled for shipping on July 20 and is still in Ontario, CA according to FedEx. I am unsure why I was charged for an item that hasn't been shipped yet. I would appreciate any assistance in resolving this matter and receiving the canopy I ordered. Thank you, R. Wilson

Hello! I am writing on behalf of Mary DeHaas. Approximately a year ago, I acquired a bedroom set and encountered issues with it. I contacted customer service, who offered a replacement or a $[redacted].00 credit for future purchases. Opting for the credit, I was informed to call in when ready to use it. Unfortunately, due to a health matter, I haven't utilized this credit yet but would now like to make use of it on Wayfair. Could you please verify the status of this credit and advise me on how to proceed? Thank you kindly. Mary DeHaas

I purchased an indoor/outdoor rug from Wayfair on July 3 for $[redacted].60. The rug was lovely with a dark berry pattern when I installed it on July 11, but by the end of the first week of August, it had faded completely to gray. I can provide photos if needed. I don't want a replacement since it may have the same issue. I would prefer a full refund to my account and can arrange a return if necessary. Thank you. Payment Details: Merchant: Wayfair LLC Email: [redacted] Phone: [redacted] Shipping Address: Brenda Bateman [redacted] Bluffridge Drive Raleigh, NC [redacted] United States Total Payment: $[redacted].60 USD Payment Method: PayPal Funding Source: Visa x-[redacted] Invoice ID: [redacted]

I'm Sharon Reid and I purchased a new bed over a month ago. Tonight, August 20th at 7:00 pm, I was expecting Dany to come and assemble my bed. Last Monday night, I disposed of my old bed as it was trash night. I eagerly awaited the arrival of the trash collectors on Monday morning. Since last Sunday night, I have been sleeping on the floor which has been incredibly challenging due to my Multiple Sclerosis. I checked my email around 6:00 pm and received the disappointing news that the assembly would not occur until Saturday, the 22nd. I am left with another night on the floor. I am unsure who will address this issue, whether it will be Wayfair or Handy. I had hoped Wayfair would fulfill my needs as their commercial suggests, but it seems not in my case. Feeling sad and hopeful for a resolution. Sharon Reid

I placed order number [redacted] which included a pergola assembly service for $[redacted].99. Handy scheduled installation for 8/21 at 9:00 AM, but no one showed up, and there was no communication. They rescheduled for 8/22, again at 9:00 AM, and once more, no one arrived or contacted me. When I raised the issue with Handy, they dismissed it with a comment about contractors. I am now opting to hire my contractor rather than continue waiting for Handy's contractors who never arrive. I am requesting a refund of $[redacted].99 for the installation payment from Wayfare and Handy. Please do not assign Handy's contractors for further services. Kindly inform me when the refund will be processed. I expect good service, not excuses. Edward B., Contact: [redacted]

Regarding Order #: [redacted], I placed an order for a 12' wide circular trampoline on Saturday, August 22, [redacted], at 9:38 AM. However, I promptly cancelled the order within an hour due to the lack of reviews for the item. Safety is paramount, especially as this trampoline is intended as a gift for my 6-year-old granddaughter. Reviews are essential in assessing the quality and reliability of a product. I anticipated the cancellation would be promptly processed considering the short time frame. This encounter with Wayfair has been my initial buying experience, and unfortunately, it has been disappointing. The policy outlining additional costs, such as a delivery fee for returns, is concerning. This incident has led me to lose confidence in the product and Wayfair as a shopping platform. I usually recommend outdoor products like trellises and arbors to my clients as a landscape designer. While I previously suggested a trellis purchase from Wayfair, I now hesitate to endorse the company due to this negative experience. Patricia White Hansen Perfectly Natural by Design

Dear Sirs, I am a regular customer at Wayfair with a history of orders. However, this recent order has been incredibly frustrating and disappointing. I have received the wrong paper holder three times, leading to long wait times and multiple calls trying to resolve the issue to no avail. Furthermore, the bathroom vanity I ordered arrived broken twice, causing delays and inconveniences as my construction plans are now on hold. Unfortunately, the replacement vanity also arrived damaged beyond repair. I now have two unusable vanities in my basement, and Wayfair has not been able to expedite a solution efficiently. Although I asked for a refund, I really need the vanity. This whole experience has been the worst I've encountered with Wayfair.

I recently purchased 4 to 5 wastebaskets from Wayfair and was extremely disappointed with their quality. I went to Home Depot today and bought 2 much better quality wastebaskets for under $5 each, a fraction of the price of Wayfair's overpriced items. I also found 2 more at Dollar Tree that were not as good but very close in quality for $2 for both. In total, I spent under $12 for 4 wastebaskets - 2 were superior quality and 2 were nearly as good. Wayfair's wastebaskets were over $35 and of very poor quality. I won't be returning them, but I wanted to express my dissatisfaction with the purchase and the low-quality wastebaskets. It seems customer satisfaction is not a priority for Wayfair, but I needed to share my frustration.

I purchased a sideboard in May, but it arrived damaged. After contacting Wayfair, they promised to send a replacement. It took three months to receive the new item after following up multiple times. Unfortunately, the replacement also had incorrect parts. I am frustrated with the long wait and the error in the replacement. It's inconvenient and disappointing. I'm concerned about how long it will take to get the correct part. Will I face another lengthy delay? This is the second issue I've had with this provider. Shouldn't products be quality checked before shipping? I am dissatisfied with the service and this experience has made me hesitant to order from Wayfair again.

I recently bought a sectional sofa from Wayfair for my new apartment, which was delivered with missing parts like two back cushions and the ottoman. Instead of the ottoman, I received another person's cocktail table. After several calls to Wayfair's customer service to rectify the situation, I still haven't received all the missing parts over a month later. The back-and-forth communication with Wayfair has been frustrating as they failed to deliver the correct items twice. Even after being assured of the missing pieces' delivery, they never arrived. The supplier even declined the request stating it was too large to send the cushions separately. Wayfair then suggested sending a whole new sectional, which wouldn't be delivered until the end of September. This experience has been the worst customer service I have encountered, leaving me unable to use the sofa for two months. I am disappointed by the lack of compensation offered and the ongoing issues with my order. Moving forward, I have resorted to purchasing from Amazon due to this unacceptable service.

My order was scheduled for September 23rd. I had taken the day off to be home for the delivery of my carpet. To my surprise, while I was at work, a delivery man called claiming he was outside my house. I explained that I was at work and not expecting him until the 23rd. After asking him to wait for me, I rushed home only to find he had left the carpet in front of the building. This careless action resulted in me not receiving my carpet as intended. The delivery being 4 days early and the delivery man leaving the carpet unattended in a high-traffic area is unacceptable. I never received the notification on my phone as promised. I am extremely frustrated and demand a refund so I can purchase a carpet elsewhere.

Hello Charlotte, I wanted to let you know that we appreciate your choice in selecting the Tsamis [redacted]" W Left Hand Facing Modular Sectional with Ottoman by Charlton Home®. I see that you mentioned one piece of the sectional has a broken back, though you only received it in August [redacted]. I apologize for the inconvenience this has caused. I will do my best to resolve this issue for you promptly. Thank you for bringing this to our attention. Best regards.

Subject: Order Inquiry - Chelvey Dining Table & Chairs I placed Order #[redacted] for the Chelvey Dining Table & Chairs on 9/9/[redacted] at a price of $1,[redacted].46. However, I have yet to receive the items, and I noticed the price has been reduced to $1,[redacted].86. I reached out to Wayfair seeking a price adjustment due to the recent price change, but unfortunately, I was informed that it does not align with their policy. Considering the delay in receiving my order and the price drop, I find it unjust that I cannot benefit from the reduced price. I am willing to wait for the items, but I would appreciate a fair resolution regarding the new sale price. While I anticipate future purchases, I believe a price adjustment for this order is reasonable. I kindly request a review of this matter for a more suitable solution rather than a mere 10% discount on my next purchase as suggested. Your prompt attention to this concern is greatly appreciated. Thank you for your assistance. Could you also provide me with a direct contact number for your corporate office? Thank you.

On Thursday, 9/24, I made a phone purchase of a rug with expedited shipping. On Saturday, 9/26, at 12:35 pm, I received an email informing me that my order had been cancelled. Understanding that I needed the rug for a customer on Monday, I immediately contacted Wayfair, only to find out their offices were closed until Monday. After spending two hours on the phone this morning, I spoke with a rather unpleasant representative who mentioned that "fraud can cancel at any time, sir." Unfortunately, she did not address my concerns or offer any compensation, like free shipping. I had to adjust my entire schedule to accommodate a new delivery date because Wayfair could have informed me on Friday, allowing me time to resolve any issues. I am very disappointed in the service provided.

I received an order from Wayfair on Monday. The delivery was prompt, and the delivery men were courteous and efficient. We assembled the loveseat and upon using it, we found that the right seat lever is extremely hard to open. The left side works perfectly with no issues. My husband had to put a lot of pressure on the handle to finally open the right side. Even though it works after opening, it remains difficult to open. Since this was an open box order, we understand that there is no return, but we were told to contact customer service if we had any issues. We believe that we should not have to pay full price for something that does not function correctly. Can you please assist us in resolving this matter? Thank you. - Verne and Nancy Luellen from Harlingen, TX

On August 11th, I placed an order for an 8' pool table (order #[redacted]) with a delivery date set for September 14th. Despite the delay and lack of response from my Wayfair Professional rep Deni Todd, I reached out to Wayfair customer service for assistance. After learning that the shipment was lost, a replacement is now scheduled for delivery by October 30th. I expressed my concern about the significant delay and requested expedited delivery. The customer service representative, Jelani, was polite but unable to help further, advising me to contact Jessica Johns for assistance. Unfortunately, there has been no response from Jessica Johns or anyone else at Wayfair. With nearly $[redacted] tied up in this purchase, I am frustrated by the lack of communication and delay in receiving my pool table. I am hopeful that Wayfair can address this issue promptly. Sincerely, Dottie King

Good morning, I bought the Bouchard Cocktail Ottoman as a birthday gift for my sister. She was eager for an ottoman and loved it. However, upon arrival, it turned out to be more of a large footstool with no storage feature as described on your website. My sister was disappointed, and I initially planned to return it. After contacting Wayfair, a kind gentleman and I agreed on a compromise. While originally offered 15%, I managed to secure a 35% discount due to a recent price drop since my purchase. Although I should have considered returning the item for its inaccurate description, I opted to keep it at a reduced price due to my work commitments. Despite this hiccup, I discovered Wayfair 10 months ago and have been impressed with products and service. While I won't leave a negative review, I suggest adjusting the product description to match its functionality accurately. Though the agent was helpful, a more suitable resolution under the circumstances of false advertising could have been discussed if I had the time. Thank you for your attention, and I look forward to your response. Best regards, M. Creighton

I purchased two sheet sets. One set felt like canvas, and when I processed the return on Wayfair's website, they informed me to keep it and issued a full refund. The other set felt smooth but doesn't stay in place on the bed, with both sides coming up and causing wrinkles. Despite the elastic on the bottom sheet, it doesn't hold well. The return process indicates a fee deduction, which I feel is unfair due to the poor quality of the sheets. I am at high risk due to Covid and unable to physically go to FedEx as suggested for the return. I would like Wayfair to waive the return charges and arrange for FedEx to pick up the sheets. Thank you. My order number is [redacted].

I recently wanted to buy items from Wayfair but found their website frustrating to navigate. Despite receiving a personalized email for an item I was interested in, the link led me to irrelevant products. Searching on their site is time-consuming, with unrelated items appearing constantly. Hopefully, my feedback will prompt them to improve their website functionality. While my experiences with Pottery Barn and West Elm were more costly, they were satisfactory. I hope Wayfair addresses these issues to provide a better shopping experience for customers like me.