Wayfair Customer Service Issues

I made a purchase on 02/24/[redacted] and received an email saying my item shipped on 02/25/[redacted] with an estimated delivery on 02/27/[redacted]. After no tracking progress by 02/27, I contacted FedEx to find out the item's label was made but not picked up. Speaking with Wayfair via online chat, they were unsure why the item wasn't sent and promised a follow-up within 24 hours. I got another email saying the item was shipped and due on 03/04. Meanwhile, I ordered a bookcase on 02/27 which is arriving today. We dismantled my daughter's bed in anticipation of the new one on 02/27, so she's been sleeping on the floor since 02/26 due to these delays. The new delivery date is now 03/05/[redacted]. I find it unacceptable that my daughter has been inconvenienced by Wayfair's oversight.

I received an email notifying me about a $[redacted] e-gift card purchased on my Wayfair account, ending in [redacted], for Loyd E. Lee at [redacted] Unfortunately, I did not make this purchase as my father, Loyd E. Lee, passed away on June 7, [redacted], which makes this situation very distressing on his 89th heavenly birthday. Despite my attempts, the thief changed my password and email, limiting my ability to cancel or block the transaction. I urgently seek to close and cancel my Wayfair account due to this fraudulent activity. My most recent interaction with Wayfair was purchasing a daybed this summer. I have tried to contact customer service regarding this issue, but your operating hours end at 12 a.m. Maryland time. Please address this situation promptly. Thank you.

Order #[redacted]: I was expecting my delivery on Mar 7th with tracking indicating the package would arrive, but it did not. Following up on Mar 8th with no response to my tracking request, I later found out the shipment was rescheduled to the 12th, then further delayed to the 13th. Currently, I am left with no bed frame until the 17th, despite initially having assistance planned for the earlier arrival dates. The lack of explanation for these continuous delays has left me feeling frustrated with the situation.

Before leaving a negative review, I'd like to share my disappointment with my recent purchase of the Schaeffer TV Stand by Trule Teen. The assembly process was challenging as the holes were not drilled deep enough for the screws, resulting in two hexnuts breaking. I had to improvise by drilling and adding my own screws to stabilize the unit. I even have pictures of the stripped hexnuts that broke off during assembly. While the initial reviews seemed positive, I regret not paying more attention to the negative ones since they highlighted similar assembly issues. Despite completing the assembly, I am concerned about the stability of the stand. The poor craftsmanship of this product has left me dissatisfied, making me hesitant to make future purchases from Wayfair.

Yesterday, I placed an order for an item (order #: [redacted]). Shortly after, I tried to cancel that order and switch it to a similar item (order #: [redacted]). I was assured by your agent that this modification could be made easily since the initial order was recent. However, I have now been informed that both items are being sent and billed to me. This situation is unacceptable and I need it resolved promptly.

I am disappointed with the quality of the Schaeffer TV stand by Trule Teen that I bought a few weeks ago. Before I write my review, I wanted to share my concerns with you. The stand had poor craftsmanship, with holes that were not drilled deep enough, causing me to break 3 hex nut screws during assembly. I had to use my own screws to reinforce the broken areas, but I'm still unsure about its stability. My experience mirrored other dissatisfied customers' reviews I read. This product was poorly made, and I regret buying it. I am now hesitant to make any future purchases from Wayfair.

I need to file a complaint about my order from February 21st. I purchased a sectional couch for $[redacted] with an initial delivery date of March 8th. I took the day off to be home between 10am-2pm. At 2pm, I was notified of a delay until 7pm due to a truck breakdown, but no one called to inform me. Customer service offered a $[redacted] refund and rescheduled for six days later. Despite inconvenience, I agreed. On March 14th, the second delivery attempt was scheduled, but by 3pm it was delayed and eventually canceled without notice that my couch wasn't on the truck that day. I was refunded $75. Upset about the continuous delays, my boyfriend and I decided to cancel the order and received a refund of $[redacted]. Though the staff were polite, the lack of effort to prevent my cancellation was disappointing. This experience has left me feeling let down and frustrated.

Hello, I am currently speaking with a customer service representative from Wayfair regarding a rug that did not arrive. The rug in question is priced at $72.99, and they are checking the warehouse for it. If it is lost, they will provide a replacement. I requested that they register this issue and follow up with me on Wednesday. Please contact me via email with any updates. The order was expected to be delivered on March 13th along with other items, but only this specific rug is missing. The order number is the same as the delivered items, and it is for the "Ana Red/Grey Shag Rug." Natasha assisted me with this matter. Thank you. Joanna

I received a recliner as a Christmas gift from my children, which came with professional set-up. Unfortunately, when I tried to use it, I noticed it wouldn't come up from the reclined position. After finding scattered screws and a missing spring underneath, I realized something crucial was left out during assembly. Upon inspecting it with a friend, we discovered that screws were missing on one side and a spring essential for the chair to lift up was also absent. My children bought a warranty for the chair, but they seem to have misplaced the order number mentioned on the receipt. They advised me to reach out to the store, which I assume is where the recliner was purchased. How can I proceed with using the warranty to ensure I get a fully functional chair? Thank you, Deborah M.

I am on the lookout for a white or light-colored slipcovered sofa that is free of cancer-causing chemicals and does not require a California Proposition 65 label. In the last year, I have come across three different sofas that initially did not mention any Proposition 65 warning but later displayed this detail after a few months. This has left me unsure about making a purchase from Wayfair, as I want to ensure the sofa I buy will not have a Proposition 65 warning in the future. Due to cancer being a concern in my family, I must be cautious. Can anyone recommend a white or light-colored slipcovered sofa that is guaranteed not to have or need a California Proposition 65 warning? Thank you, Patricia.

I purchased a kitchen table and chair set six months ago but had to replace the table top due to damage during shipping. Subsequently, the chairs are falling apart and screws are constantly coming loose. Despite gentle use by my husband and me, the poor quality is evident. I still owe $[redacted].00 through Affirm and seek a resolution. I am willing to provide photos if needed. Ideally, I would like the balance cleared or receive a gift card for the same amount. I had to invest in a new dining set because of these issues. If not resolved, I will avoid future purchases from Wayfair and inform my friends. Thank you, R. Stottlemyer

I recently received a promo code via email offering 15% off my purchase. Despite trying to apply it to various items, the system keeps indicating that the code is invalid. The email did not specify any limitations, such as a minimum spend or restricted products. Inconsistencies arose when different representatives provided conflicting information about the discount. One claimed it was for a $15 credit, while another mentioned it was applicable only on orders over $50. I also made sure to avoid excluded products listed, but the code still wouldn't work. The promo code is set to expire on March 31st, and I would appreciate using it before then. As a credit card holder with the company, I seek clarification on the correct usage of this code. If needed, I can forward the email to you for review. Best, Regina M.

Dear Customer Service, My husband and I wanted to share our experience with purchasing the Russ Sectional with Ottoman from Andover Mills via Wayfair. We were drawn to this sectional due to its price and ratings, deciding to purchase without seeing it in person. After selling our existing sofa set in anticipation of the new sectional, we faced multiple delivery delays. Upon arrival, assembly was easy, and the initial look was pleasing. However, within a few months, springs began to protrude noticeably, making the cushions lumpy and uncomfortable. This has been an embarrassing issue when guests comment on the discomfort. As expecting parents, we had hoped this sectional would be comfortable for our growing family, but it has fallen short of our expectations. We find the current state of the couch unacceptable after only 7 months of use. Despite paying in full, we are left with a piece we are reluctant to pass on. We are disappointed and seek a resolution to this matter. Sincerely, Briana and Richie W.

I want to express my appreciation for the exceptional customer service I received from one of your representatives. However, I must highlight my disappointment with Comenity, your credit card service. Their practices of not saving passwords and additional security measures are cumbersome and inconvenient. I have found it challenging to pay my bills online due to constant password resets. This has led me to believe they intentionally make the process difficult to generate late fees. Despite my feedback, it seems unlikely they will address these concerns. I have paid off some accounts just to avoid dealing with these issues. Only one account remains. Best Regards, Rebecca

Regarding Request #[redacted] Dear Wayfair and Handy, I am writing to address an issue with the installation of a ceiling fixture purchased from Wayfair. Our concern pertains to the installation process. The lamp we received requires two types of bulbs, E-26 and A-19. Unfortunately, the necessity for both types of bulbs was not clearly stated in the Wayfair product description. As a result, the original installer departed without completing the installation, as we had to obtain A-19 bulbs from a local lighting store. Subsequently, a second installer had to be called to finish the job due to time constraints. Upon completion, it was noticed that the lower fixture was not level, affecting the overall appearance of the fixture. Additionally, there is an issue with flickering when the top light is off and the lower light is on. We kindly request that a technician be sent to address the leveling of the fixture and investigate the flickering problem. Sincerely, Cheryl F. [redacted] [redacted] [redacted]

I ordered the Chartridge rug in size 65cm x 110cm and returned it after speaking with a customer service representative from your company. He mentioned he would send me the Chartridge rug in a larger size, 50cm x 150cm, once the returned rug is received. Everything was handled correctly, but now Klarna Bank is requesting payment of €33.99 for the returned rug. Please inform the bank that the rug was exchanged and the larger rug was paid for at €39.99. Best regards, Brigitte Veit

I am a installer at Hj Holtz and Son from Richmond, VA. I am working with a client who purchased the Self-stick Carlson Removable Vintage Watercolor Floral Wallcovering. Unfortunately, the product was defective, with panel #1 having no bleed and panels 2-4 having a 1/2" bleed on the right edge. The client adores the design and I am looking for alternatives. I am curious if this image can be printed on a vinyl graphic to be hung with paste (cellulose or clay-based). If not, I can explore having a graphic design firm print it on Vinyl for us. Please advise on this matter at your earliest convenience. Thank you and have a great day. -Shane Legano [redacted]

I have been eyeing the Spring Reeds Spinner-green for a year now. The price fluctuated a few times, claiming to be on sale. During Wayday, it was actually on sale in the mid $90.00 range, but it was sold out. When I inquired, I was informed that I couldn't purchase it at the sale price and it would be restocked after the sale at the regular price. Now, just one day after the sale, it's available at the regular price. It seems like a strategic move rather than a genuine sale. The marketing tactics are disappointing. - mcb

I bought an Aminah 5-drawer chest (SKU#BPRM1056) from the Wayfair Outlet Store in Florence, KY on April 14, [redacted]. Upon unwrapping the item at home in North Ridgeville, Ohio, I discovered that one of the knobs was missing, including the screw holding it in place. Despite understanding it was an "as is" sale, we purchased the chest with all knobs intact. I kindly request a replacement knob. I can coordinate with my daughter to pick it up from the outlet store or have it sent through mail.

I need to return the sofa delivered on Thursday, April 11. The reviews described the color as light blue, but it's actually aqua. Ebony from Wayfair assured me there would be no shipping charge for returning a sofa if the color clashed. I need assistance with the return procedure.