Wayfair Customer Service Issues

I arranged for furniture assembly from Wayfair (UK) through Handy (UK) for my 87-year-old mother in South England. Despite the chair being delivered last week, the assembly appointments keep getting rescheduled without any progress. As I am based in Northern Ireland, it's frustrating that the paid assembly service for a simple office chair for my mother has not been completed as promised. Both Wayfair (UK) and Handy (UK) have only offered more rescheduling or cancellations without resolving the issue.

I have encountered repeated failures in the delivery of order CS[redacted]70 (72" workbench) by your delivery partner, OnTime Express Delivery. Wayfair initially scheduled delivery for Friday, 3/25/[redacted], over an 8-hour window, which was not met. A revised 4-hour window for delivery on Monday, 3/28/[redacted] was also not fulfilled. I rearranged my schedule to be present for both deliveries but to no avail, wasting two entire days. I am extremely disappointed in Wayfair's service and have decided not to make any future purchases with them. If delivery cannot be guaranteed on the promised date, it should not be assured. The workbench could have been delivered over five days if it can arrive by 3/26/[redacted], although this seems unlikely. I did not receive any communication regarding the delays, which I believe is a basic courtesy. If the current carrier is unable to fulfill their responsibilities, a more reliable partner should be sought. I am thoroughly dissatisfied with the time wasted waiting for an incomplete delivery and lack confidence in Wayfair's ability to improve their service.

Order Number: [redacted] Delivery Date: 3-18-22 I recently spoke with Britany from Wayfair's Management Team customer service regarding concerns with my order ([redacted]). Despite reaching out on 3-20-22, I have yet to receive a response as of 3-30-22. The issue pertains to the advertised item featuring two headrest cushions in the picture, which influenced my purchase decision. The discrepancy between the actual product delivered (a single chair) and the misleading visual depiction raises concerns of deceptive advertising practices akin to a bait-and-switch scenario. It is expected that the product closely resembles the representation provided. Moreover, the miscommunication regarding delivery timeframes, challenges in getting clear information, and the subsequent disrespect faced while addressing these issues have further compounded my dissatisfaction. I am seeking clarification on the resolution process, including a refund for the assembly fee paid under the false assumption that it was for a couch, not a chair. The experience has caused undue stress, frustration, and disappointment. As a loyal customer, I implore Wayfair to address these issues promptly to uphold its reputation for customer satisfaction. Regards, Karen B.

Ich habe zwei Delancey Nachttische (Artikelnummer: [redacted]60) erworben. Mein Mann hat gestern einen aufgebaut und kommentierte ihn als passend für eine Puppenstube. Die Nachttische sind tatsächlich sehr klein und wirken unpassend neben unserem Boxspringbett. Ich möchte sie gerne zurückgeben. Einer ist noch originalverpackt, der andere wurde aufgebaut, kann jedoch wieder zerlegt werden. Wie kann ich beide zurücksenden? Ich hatte mich im Voraus über die Maße informiert. Gibt es möglicherweise verschiedene Größen?

I have experienced problems with Wayfair's delivery service for the second time. Despite being home during my delivery window of 1 PM to 5 PM, I did not receive any communication or a knock on my door from the driver. After being asked to reschedule the delivery, I feel frustrated by the lack of accountability from Wayfair. It is disappointing to see discrepancies in their corporate policies, such as the inconsistency in redelivery for items. This experience has left me feeling that their delivery system is unreliable. I believe there should be consequences for such unprofessional behavior, but for now, my only course of action is to refrain from using Wayfair in the future.

On April 8, [redacted], Wayfair delivered three large, heavy boxes to my front porch which I did not order. It seems they delivered it to the wrong address. I reached out to Wayfair on April 9th, and I was informed that the boxes would be picked up within 24-48 hours, but that did not happen. The same thing occurred when I followed up on April 12th and April 14th. Wayfair mentioned the boxes were mine to dispose of as I see fit, but considering it's a king-size bed frame and I lack a truck and the physical strength to move it, this has proven to be quite a challenge. Wayfair merely dropped off the merchandise on my property and departed. My order number is CS[redacted]35.

I recently contacted you by telephone to request support and a replacement top for a glass Angel Cerda table purchased from your company some time ago. I am fond of the table and overall satisfied with it. Although it got scratched shortly after purchase, I didn't assign blame or report it due to infrequent use. However, since I am moving the table to a more prominent location, I wanted it to look its best. When asking for a replacement part still listed on your site, the support offered fell short of my expectations. Rather than assisting in obtaining the replacement piece, I was advised to repurchase the item. I was hoping for more assistance or guidance on how to secure the part. Also, I inquired about using the same base for larger glass tops but did not receive a response. I am willing to pay for the replacement, but the service I received was not in line with my previous positive experiences with your company. I have recommended your products to many others and am left feeling let down in this instance. Thank you, Tracy.

To Whom It May Concern, I am writing to express my disappointment with the Gazebo I recently purchased. The Erommy 20' X 12' Gazebo, costing $6,[redacted].74, was delivered in three separate shipments without prior notice of the timeframe. Upon assembling the Gazebo, we found it visually appealing. However, there is a major functional flaw - the Curtains and Netting are positioned on the inside of the frame instead of the outside. This design flaw led to the curtains and netting being blown around by the wind, causing damage to items inside, such as our lamp. This is unacceptable given the high cost of the product. Despite the excitement surrounding the purchase and the efforts put into assembling it over one and a half days, we are now left disappointed by the poor design. I have already spoken to Holly, the supervisor, about this issue and am hopeful we can find a satisfactory resolution. I look forward to your response. Thank you. Sincerely, Klaus S.

Dear Customer Service, I am writing to bring to your attention an issue regarding my recent purchase from Wayfair. Despite my one-year warranty on a set of outdoor furniture, the Account Manager, Nicole B, has refused to address my concerns as she claims it has surpassed the 30-day policy. I have email correspondence and chat logs with Wayfair associates confirming the warranty coverage, including missing parts. I first contacted Nicole B on April 18th about missing cushion covers and a color discrepancy. Despite my efforts to resolve the matter, including reaching out to the manufacturer, I have been met with the same response from Nicole. I even offered to purchase the missing parts myself to no avail. I am disappointed by the lack of resolution and the misrepresentation of the product color. It is not about the money but the principle of honoring a warranty and truthful advertising. I am entitled to a full set of cushion covers in white. Sincerely, Roberta

I made a bed order 7 months ago and still have no idea when it will arrive. Supervisors Theresa T., James S., and Kayla have been unhelpful. They keep changing the story about the order coming by boat, now supposedly from Malaysia. Even considering customs delays, I shouldn't have been waiting for 7 months without clear answers. They won't transfer me to a manager either. I asked simple questions about the shipment's location and got no answers. After all this time, I had to request a discount from Theresa - no one had thought of that. I just want a definite delivery date. Every month the shipping date gets pushed back. Wayfair's lack of organization is unacceptable. The website claims 4-5 weeks for new orders, but my order is still missing. Please Wayfair, improve your service!

I purchased a 7-piece dining set from Wayfair, but the table wood color didn't match the picture and didn't match the chairs. Additionally, the chair upholstery was incorrect. After speaking with Sheronda and Jalysia at Wayfair, we tried to resolve the issue, but received incorrect replacements. We were advised to refuse the incorrect items upon delivery, but so far, only some items have been picked up. I am frustrated and would like to cancel the order, receive a refund, and have the incorrect items retrieved. I have tried to contact Jalysia for assistance but received no response. I have been a loyal Wayfair customer for years, but this experience has been disappointing. I hope to resolve this soon so I can find a new dining set for my new home. Thank you for your help. - S. R.

I paid extra for my order to be delivered to my room of choice, but received an email today stating it would be left on the driveway instead. After calling customer service multiple times, I was given conflicting information and eventually told my order had been cancelled. The representatives were unhelpful and seemed passive-aggressive. I am extremely frustrated as I had taken the day off for the delivery and now have to wait until Memorial Day. This experience has left me feeling disappointed and I will not be ordering from them again.

Hello Wayfair Customer Service, I recently purchased a cat litter box with Order Number UH202139 and Item Number UH5092. Unfortunately, the package arrived with missing assembly parts, causing delays in my setup process. After finally assembling the product, I discovered that the front door would not stay closed. I reached out to customer service and have scheduled a return for Monday, June 6th. However, I am disappointed to be charged $22.80 for return postage on a faulty item. This situation has been quite frustrating, and being charged for return shipping feels unfair given the circumstances. To ensure customer satisfaction, I kindly request a credit for the return shipping fee. Thank you for your attention to this matter. Best, L.K. P.

Hello. As you can see from my file where everything has been recorded, a $[redacted].00 credit has been granted to me for many weeks. However, for a reason I cannot explain, several steps have been necessary (I have lost count of the calls from different individuals and services and the emails all confirming this credit), but I still do not have it. For a company like yours, this seems unacceptable to me. I am filing a complaint and asking you to resolve the situation to end all these procedures and benefit from what was granted to me in return for all the inconveniences endured. Feel free to increase this credit; that would be acceptable apologies.

I am still waiting for the order I placed on May 17, [redacted]. I purchased a seven-piece Jakye Wiker/Ratten sitting group with cushions from your website, but my receipt shows a warehouse furniture sale order number [redacted]. The customer service email provided, [redacted], seems non-existent, as well as the website byxjsz.com. I paid with my debit card. Tracking information initially indicated delivery on Saturdays, then Wednesdays, and now Saturdays again, but I have not received my furniture. I am disappointed with Wayfare and the company associated with this purchase. I have had smooth transactions with Wayfare in the past. Thank you, Sheryl G.

I'm Gloria Lewis. I received a letter from Wayfair about an account application I didn't make. I've been unable to stop receiving promotional emails. I've attached a copy of my report with entries I don't recognize, apart from a student loan at $[redacted] and a doctor's bill at $[redacted]. My credit score has significantly increased since April [redacted].

Subject: Request for Refund from Wayfair.com I am writing to address my dissatisfaction with the handling of my refund by Wayfair.com. I recently made a purchase, returned several items, and the refund processed was incorrect. Despite Wayfair's commitment to "[redacted] percent customer satisfaction" and "free shipping," I have not been pleased with the service I received. My concerns regarding the refund are detailed as follows: On April 18, [redacted], a PayPal payment of $[redacted] was made, however, this was during my browsing phase and not an intentional purchase. The following day, a separate order was placed for $[redacted].39, which included the intended items and those from the initial accidental payment. Although I communicated that the first shipment was not authorized, it was delivered in two parts, followed by the second order in three deliveries. I have documents showing the discrepancy between what was billed and what was received. After multiple interactions, Wayfair incorrectly claimed that I failed to return specific items, such as the "Blush Floral Jars by Laurel Foundry" and "Barn at Dusk by Three Posts," which were indeed returned. Despite eliminating the initial $[redacted] order from my online account, the corresponding PayPal payment was not refunded in full. Furthermore, the calculations provided for item returns and refunds do not match the total amount paid. I am requesting a refund of $[redacted].09 for the items returned, which should be credited to my PayPal account by June 22, [redacted]. Failure to do so will result in further action, including a consumer complaint to the State Attorney General's Office. I am prepared to provide supporting PDF documents if required. Sincerely, Dianne J. Moore

Bonjour, Je vous écris depuis l'ordinateur de ma soeur pour vous informer d'un problème de retour de marchandise. Hier, on m'a demandé de faire le retour par téléphone. La compagnie Fedex devait passer aujourd'hui pour récupérer les deux boîtes, mais malheureusement, je n'ai pas reçu les étiquettes de retour à coller. J'ai renvoyé les boîtes après avoir été remboursé sur ma carte de crédit en raison d'une fraude. Pourriez-vous m'envoyer deux étiquettes de retour à l'adresse suivante : Pierre Havey, [redacted] Reynolds, Granby, Qc, J2G 9B8, où se trouvent actuellement les boîtes à récupérer ? Mon adresse dans le dossier Wayfair est : Johanne Norris, [redacted] Bourget Ouest, Granby, Qc, J2G 8G7. Merci de m'aider à résoudre ce problème et de contacter Fedex pour organiser un autre ramassage dès que possible. Merci, Johanne Norris

On Tuesday, June 28, [redacted] Hello, on Thursday, May 26, [redacted], I contacted Wayfair customer service. I spoke with Martine from your department to report a problem with a defective component, a damaged locking caster. I was able to report the part defect and asked this lady to send me two similar ones (one as a replacement and the other as a spare) and to invoice me at the address on my file. She also advised me to assemble a wardrobe ordered on May 16 to ensure everything was correct, and it was. I haven't received anything yet because I thought it was coming from China. Initially, I wasn't worried, but today on June 28, I called customer service and a person of Haitian descent answered. I was very poorly received! As I wanted to provide context for my request, I started telling the story from the beginning. After a while, he interrupted me to ask for my email address, which I provided. He noted that I had spoken with Martine but the conversation had been interrupted, he added. Surprised, I told him that I had told Martine everything and that we had understood each other well. He replied, "Well, listen, it's too late, it's June 28, you're no longer covered by the warranty!" I pointed out that I had called to report the issue on time, but he insisted that he could not do anything because I was out of time. He became insistent, cutting me off and demanding that I stop repeating my story since I was no longer eligible, my request was therefore denied, he responded, adding it was beyond the limits! He didn't give me a chance to discuss and reason with him and kept talking non-stop to prevent me from saying anything, it was rude! I admit I was stung! But who wouldn't be upset, I hung up on him since there was nothing to do with his behavior. He had his way! He got rid of me! His strategy of indifference made me lose patience, who wouldn't demand some form of justice? But after regaining my composure, it seemed necessary to inform you. I have nothing against people who make a living, even if they are not from our origin, but respect should be reciprocal; here, I was taken for a ride by this guy who didn't care about my situation and wanted me to give up in one way or another to get rid of me! What a bad person for this job! I hope your customer service does not end there? A very disappointed buyer, Conrad F.

Good morning, I purchased 2 dining chairs with reference WFUK[redacted] on Wednesday, 20th July online and paid £75.98. The chairs arrived in good condition. However, I mistakenly forgot to order a matching table. Due to cancer, I sometimes experience absent-mindedness. I kindly request assistance in locating the order and arranging payment and delivery of a matching table. I apologize for any inconvenience and appreciate any help via phone or email. My details are as follows: Richard Parry, 54 Egerton Road, Plymouth, PL4 9BR. ([redacted]) [redacted]. Thank you for your understanding. Richard