Wayfair Customer Service Issues

Hello, I recently purchased a cat tower and a cat pad from Wayfair and encountered a major issue. Initially, I was told my order was complete and would be delivered soon, but days passed without any updates. Upon checking my account, I discovered my order was still sitting in my basket, unprocessed. Following a call to Wayfair, I learned that there was a balance due because my personal Visa card payment did not go through, despite being assured by a previous representative that the order was paid in full. To make matters worse, Wayfair attempted to charge the remaining balance to my $50 Visa Gift Card instead of the correct Visa card. Consequently, my cat tower is now on back order, a situation that was not the case when I first placed the order. The lack of communication and poor handling of the situation has left me extremely frustrated. This experience has made me reconsider future purchases from Wayfair, as I value the better communication and service I receive from other retailers like Amazon.

During Wayfair days, I purchased 2 dressers for fast delivery. Upon receiving 2 boxes on September 26, I found only half of each dresser inside. Despite contacting customer service multiple times, I was informed today that the dressers are discontinued. I requested a refund and was promised a large discount for the inconvenience. I am wondering if the cancellation and discount details will be sent to me via email.

Hello, I furnished my 4-bedroom house with items from your online store about 6 months ago, including 4 children's desks and stools. Unfortunately, all of them have had issues with the legs breaking. The poor quality and weakness of the furniture are very disappointing. I would appreciate it if you could reach out to me to address this matter. It would be helpful if someone could come out to inspect the desks and stools. We now need to replace all of them due to these issues. One of them broke within the first couple of weeks, followed by the others shortly after. This rapid deterioration is not acceptable given the amount we spent on these items. I hope to hear from you soon to discuss this situation further. Thank you.Danny C. [redacted]

Last month, we received a coffee pot in error and promptly returned it on 9/14/[redacted] with the expectation of receiving a refund within 5 to 7 days. After contacting customer service last week, I was informed that the refund would arrive in 3 to 5 days. Regrettably, the refund has yet to be processed. I have spent considerable time on hold, totaling 2 hours, in attempts to reach a representative. Additionally, I have sent multiple emails without receiving any responses. The order number associated with this is [redacted] and the account is under the name of Jane Ruggiero. Your prompt attention to this matter is appreciated.

I recently purchased the aqua Coastline comforter in king size from Wayfair. Unfortunately, I received the comforter along with a skirt instead of the three pillows and two shams that were supposed to reverse to white. The comforter also does not have the scrolling design on both sides as mentioned in the product description. Considering the cost of this order, I expected to receive all the correct items and for them to be as described. It would have been appreciated if Wayfair had informed me about the substitution of the skirt for the pillows. Can you please provide some guidance on how to resolve these issues?

I want to express my disappointment with Wayfair. As a first-time customer, I received a replacement table today, but the quality was worse than the original. I requested a refund due to the poor condition. I had been searching for a grey wood table and was excited to find one at Wayfair, but the experience was disappointing. The customer service representative I spoke with was kind and understanding. However, based on my experience, I cannot recommend Wayfair products. Thank you, Joan Fullam.

I ordered a gazebo in mid-June to enjoy during the summer and paid for installation through handy. There were delays with the delivery, with the gazebo not fitting on the truck during the first attempt. The Burlington NJ depot assured me of a two-day delivery, but it never arrived. After several frustrating attempts to get information, I finally spoke to Markus Adams, a manager, who acknowledged the inconvenience and promised a credit upon delivery. Despite numerous emails, voice messages, and efforts from customer service, I am still waiting for the credit two months later. This whole ordeal has cost me four days of work and a gazebo for the entire summer. I hope for a resolution soon. My order number is [redacted]2.

I am reaching out one last time in hopes of finding a resolution with Wayfair regarding a defective pre-lit Christmas tree I purchased almost two years ago. The tree malfunctioned during its second use last year, and despite my efforts to contact Wayfair and the manufacturer, National Tree Company, I have been unsuccessful in getting a replacement. I was directed back and forth between the companies, facing challenges due to long wait times and disrupted services during the pandemic. I expected better customer service from Wayfair, given their reputation for customer satisfaction. I am requesting a direct resolution from Wayfair by providing me with a replacement tree to uphold their good name.

I received my coffee table order, and it was damaged upon delivery. The FedEx driver attempted a quick fix, but once I unpacked it, I found multiple issues including a metal strip detached from the bottom shelf, a loose metal corner piece, and damage to the corner of the bottom piece. The parts bag was torn, screws were loose, and the instruction sheet was missing. The sofa table and end table from a separate shipment were fine. I need a new instruction sheet and potentially missing parts. I cannot retrieve my order details, but it was purchased around the end of September or early October, arriving on 10/13 under my name, Patricia Rager. I appreciate any assistance.

Regarding order #[redacted]: 1) I noticed in "my orders" on the Wayfair website that two items are marked as "return started," but I haven't received the FedEx return shipping slip for them. Please send it to me promptly for the Sylvania Swivel Adjustable Height Bar Stool and the 78” Artificial Palm Tree. 2) I declined delivery to FedEx on 10/17 for some items, but I don't see that Wayfair has received them yet. Can you please track these items for me? - 2 Rosanne Solid Semi Sheer Rod Pocket Curtain Panels - 1 Corsican 30” Table Lamp - 1 Cordless Flatweave Semi-Sheer Roman Shade - 1 Prague 28.5 White Washed Standard Table Lamp Set - 1 Indoor/Outdoor Sunbrealla Chair Pad I've had trouble reaching customer service by phone, so I'm hoping for a swift resolution. Thank you for your prompt attention to these matters.

Hello, I recently purchased a recliner on clearance and experienced some difficulties with the delivery process. Despite requesting a change in the delivery date due to my unavailability, the chair could not be delivered on the rescheduled date as indicated in an email. Subsequently, confusion arose regarding whether the chair was delivered or not. After contacting customer service multiple times, it was disheartening to learn that the chair had been lost and a refund offered instead. I insisted on receiving the chair, not a refund, as it was the company's error. However, the manager I spoke with was unhelpful and dismissive, claiming the chair couldn't be located. My request to wait until the chair was found was rejected, and I was informed that a refund had already been issued against my instructions. This lack of accountability and poor handling of the situation by the company is disappointing, considering the inconvenience caused. Thank you, Kathy W. Order # CS[redacted]59

I canceled an order due to being advised it was out of stock and would take a long time to arrive. Despite the cancellation, I unexpectedly received the merchandise a few days ago, and the payment was deducted from my bank account. The order number is [redacted]. I no longer need the item and wish to return it. I believe I shouldn't have to incur any fees to return a canceled item. Can you please provide instructions on how to proceed with the return?

As a dedicated Tried and True member and longstanding active customer, I have faithfully made numerous purchases over time. Recently, I encountered a frustrating experience with the program where desirable items popped up but quickly became unavailable after I added them to my cart and checked out. It seems like there may be items being added that are not actually in stock, creating a misleading perception of product availability. I urge Wayfair to reconsider the program's operations to ensure fairness for all customers. I have been a loyal advocate of Wayfair, but this disappointing encounter has left me feeling disillusioned with the current system. I hope that changes can be made to improve the customer experience.

After speaking with your team earlier this week, I am returning the duvet cover I purchased. Disappointed that the item's appearance doesn't match the website photo, I've packed it with the provided return label. Anticipating a Friday collection, I'm now confused as it's past 5pm on Saturday with no pick-up. Could you please update me on the new collection time? Additionally, I'm struggling to reset my account password. Despite following the link to reset, it prompts me to input my old password which I've forgotten. Therefore, I can't proceed to set a new one without the old password. Any guidance on this would be greatly appreciated. Thank you for your assistance. Best regards, A. Gaylor

I would appreciate it if a manager could reach out to me at [redacted]. I am feeling frustrated with the multiple contacts from Wayfair employees regarding Order #: [redacted]. It seems like I am being asked repetitive questions about the issue. I believe the item I received was previously used, packed incorrectly, and missing parts. I have already provided numerous photos and feel exhausted by this situation.

I ordered two bar stools from this manufacturer in the Driftwood color, which is slightly more expensive than the Natural color. Last week, I received the wrong color stools and contacted customer service. They sent another shipment, but it was the same Natural color. So now, I have four of the wrong color stools. I have attached the original order for reference. Please resolve this issue as soon as possible. Thank you. Mon, Nov 9 Order # [redacted] Delivered via FedEx Joanne Swivel Bar & Counter Stool by Greyleigh™ - Qty: 1 - Seat Height: Bar Stool (31" Seat Height) - Color: Driftwood Joanne Swivel Bar & Counter Stool by Greyleigh™ - Qty: 1 - Seat Height: Bar Stool (31" Seat Height) - Color: Driftwood

I am currently upset with my recent experience with Wayfair. Despite being a long-time customer, the quality of service and delivery has disappointed me for the first time. After placing an order a week ago with the usual quick delivery, I was shocked to see no updates after checking all week. When I contacted customer service, I was informed that my order was still in the warehouse, unprocessed, despite the estimated delivery date being tomorrow. The lack of communication about the delay has put me and others in a difficult situation. Regardless of the challenges posed by Covid, it is crucial for companies to fulfill their delivery promises and communicate effectively with customers. Fixing warehouse issues promptly and providing clear updates can prevent future disappointments like this one.

After my husband ordered an Emerson [redacted].5" Sectional sofa from Allmodern a month ago, everything seemed fine initially, with a delivery date set. Unfortunately, the delivery didn't arrive on schedule. Following up didn't yield any answers, just promises of a call back that never materialized. After multiple attempts to get an update, we were informed that one of the two boxes containing the couch had gone missing and were advised against reordering. Despite being assured that the missing box would be located, we were never contacted with any progress. Eventually, we were advised to cancel the original order and place a new one. However, even after doing so, we were left with further delays and unacceptable news that the couch wouldn't arrive until March [redacted]. Feeling frustrated by the lack of communication and professionalism, we had to cancel our order and are seeking a refund, which we were informed would take additional days to process. The entire experience has left us deeply disappointed with the service provided by Allmodern/Wayfair.

I bought two recliners for less than $[redacted] each. They were the cheapest option available within my budget. After having them for a few days, I realized the invoice showed a higher price than what I expected. Wayfair is currently selling the same chairs at the price I thought I was paying. Before returning them, I would like Wayfair to adjust the price to match what they are displaying online.

I recently placed an order for the Schuyler TV Stand with an Electric Fireplace from Wayfair, only to receive an email a week later stating that it was not available. After being notified that it was back in stock, I contacted customer service to place my order. However, I was informed that it was still out of stock despite the email. I expressed my dissatisfaction with the errors to the representative. I mentioned an alternative Schuyler TV Stand model with glass doors and a higher price. I asked if they could offer it at the price of the original one due to the inconvenience of the situation, but they declined. I hope they can consider compensating me at least partly for the inconvenience caused by these two errors.