Wayfair Customer Service Issues

Dear Wayfair, I would like to address a concern regarding a mattress purchased in late [redacted]. The mattress was advertised as soft memory foam, but upon delivery, it turned out to be extremely firm and not memory foam at all. Sleeping on this mattress has caused discomfort and back pain due to its hardness, making it difficult for me to fall asleep. I have received comments from others who have sat on the bed, affirming its extreme firmness. I kindly request a refund for this mattress. Thank you for your assistance. Sincerely, User

I placed an order for a cabinet/console with an expected delivery date of April 23rd. However, after making the purchase and charging it to my credit card, I received an email from Wayfair informing me that the delivery has been rescheduled to April 30th. This change is problematic for me as I have planned a luncheon for 40 women at my house, and one of the main reasons I chose to order from Wayfair was the promised delivery before my event. Following the devastation of my home by Hurricane Harvey, I have made significant purchases from Wayfair and Joss&Main, totaling thousands of dollars. I still want to receive the item, but I believe some form of compensation for the delay would be appropriate, as Wayfair's delivery date guarantee seems unreliable in this case.

Hello, I have recently made several purchases on your website and unfortunately have encountered some issues with the items I received. Firstly, a mirror I ordered arrived damaged. Following that, a vanity unit was delivered in the incorrect color, and the replacement unit had a dent on the front drawer. I'm worried about the bed I haven't opened yet, as I can't access it during my ongoing home renovation. I have spent a significant amount of time waiting for deliveries, handling returns, and receiving replacements. Although I appreciate your products and enjoy shopping on your site, the recent experiences have made me hesitant to make further purchases. I hope you can address these concerns and provide reassurance for future transactions. I am currently decorating an annex and have plans to furnish my own home soon. I eagerly await your response. Thank you, N.S.

I have constructed several items in the past, but this one is more complex. I find the instructions I received to be for a completely different product. The online guidance is equally unhelpful, containing only pictures. I prefer instructions with words. I would greatly appreciate it if someone, preferably from Wayfair, could come and assemble these items for me. The bed remains unopened, and the nightstand, on which I've already spent 3 hours, is only halfway done. I am missing some screws, and the instructions appear to be incorrect, indicating holes where there are none and asking for screws in the wrong places. This experience is frustrating, and it shouldn't require an engineering degree.

I recently ordered a full-sized mattress, but received a TWIN instead. I contacted customer service and a replacement is on the way. They mentioned I need to keep the twin for 10 days, but now they don't seem to want it back due to return fees. A representative asked me to provide photos proving it doesn't fit my bed before donating it, which I find unnecessary. I'm currently unavailable due to a family emergency and find this process cumbersome. As a Christian man and former police officer, I'm offended by the implication that I'm lying. I just want clarity on whether I should keep the mattress or donate it. I plan to seek legal advice on state regulations in Kentucky regarding mattress returns and donations.

I received a reminder from KLARNA today about my outstanding invoice due by May 10, [redacted]. I haven't received the shipment. Supposedly, UPS couldn't find anyone at home even though my 89-year-old mother is always there. DHL, Hermes, and DPD never had delivery issues before. Despite the notification slip being left in the mailbox, signed "Hutny, we are Thiele." During the pick-up at the shop, there were issues, and my husband didn't collect the package. Although it was disappointing, I understood. I promptly emailed wayfair about this incident, assuming it was resolved. I won't be shopping there anymore. I've had three bad experiences with UPS—unacceptable. Please resolve this matter of the "3 monkeys - see no evil, hear no evil, speak no evil" with Klarna. It's unfortunate for me as I enjoyed buying accessories from your store. Best regards from Wedel, Monika Thiele.

I just wanted to share my recent experience with the delivery of a Serta mattress I ordered from Wayfair. The delivery time was changed multiple times, and the mattress finally arrived very late at 11:00 p.m. due to heavy rain, causing it to have wet and dirty spots upon arrival. Despite contacting Wayfair to voice my concerns, all I was offered was a 20% discount on the $[redacted] mattress. My family and I believe that this compensation does not adequately address the inconvenience and condition of the delivery. Your assistance in resolving this matter would be greatly appreciated. Thank you, Barbara Hankins

I purchased a TV stand about a year ago. Unfortunately, when it arrived, it didn't match the picture in the catalogue. The first stand had a damaged corner, which I noticed others had mentioned in reviews. I assumed it was a one-off issue and proceeded to assemble it. Despite being somewhat mechanically inclined, I faced difficulties during assembly due to stripped screws and misaligned parts. Today, I started assembling the replacement stand you sent, only to discover it also had issues. The divider had the connecting piece mounted on the wrong side, and the exposed edge was unfinished. This experience has been disappointing, and it has made me question the quality of your products. I am now unable to trust your brand, and I will have to dispose of the stand.

I am dissatisfied with the delivery services provided by the company Wayfair has used. I have encountered issues with both delivery companies and the poor condition of the packaging for the bed frame. With XDP, I tried to reschedule the delivery due to my unavailability, only to have a rude delivery person change the day but deliver the parcel to a neighbor anyway. The neighbor who received it was not ideal, being an elderly man with mobility issues. Additionally, with DPD, the delivery driver displayed a bad attitude, left the package at the door, and the box containing the king-size bed frame was damaged. As I unpacked the bed, I discovered that the bolts provided did not fit the screws, requiring me to purchase additional bolts to assemble the bed properly. While my interactions with Wayfair's customer service have been satisfactory, the delivery service has been subpar.

I purchased 2 Weber E-[redacted] Grills from Wayfair on April 12 at a great sale price. I was eager to use my first Weber propane grill, but it has been almost a month, and I have not received my order. Wayfair has not given an explanation for the shipping delay. I am disappointed and just want my grills to start BBQing and give one to my mother for Mother's Day. I am reaching out for assistance in tracking my order and getting it to me promptly. My order number with Wayfair is [redacted], placed on 4/12 with a scheduled delivery on 4/18. Thank you for any help you can provide. Thanks, J. Malonson

We recently ordered a TV stand which was initially delivered to the wrong address but was corrected. However, a subsequent delivery of a TV stand and 2 recliners was left in our front yard without any notification. My 84-year-old husband had to bring the items into the house by himself. We have received deliveries for years and have always been informed and assisted with bringing them inside. The lack of service on this occasion was disappointing. When we contacted Customer Service, the representative's attitude was unsatisfactory, stating they were not obligated to notify us. This experience has left us dissatisfied, and we have decided not to continue doing business with your company. We also will not be recommending your services in our community.

Hello, I made an order (Order #: [redacted]) for a dresser with a guaranteed arrival date of 3/12, but it didn't show up within the promised two days. Disappointed that it was labeled as having free 2-day shipping. When assembling the dresser, we noticed it was not constructed properly, as shown in the attached picture. After the problem with that order, we received a discount for a future purchase. Decided to try Wayfair again and got a nightstand on Mar 31st, Order #: [redacted]. Unfortunately, the nightstand turned out to be very flimsy and lacked a backing (see attached photo). It also wobbles and feels unstable. Our initial order with Wayfair for barstools (Order #: [redacted]) resulted in receiving the wrong color. We had to contact customer service to get it fixed. Having had three disappointing orders with your company, we're frustrated. It seems like there are issues with attention to detail, and we end up having to contact customer service to resolve problems. We'd like to discuss potential compensation for these frustrating experiences with your service. Best wishes, Ankita & Sunny

I recently purchased a large painting from Wayfair online. The delivery was speedy and hassle-free. Unfortunately, the painting was too heavy for my wall, so I decided to return it. Wayfair quickly processed my return and refunded me in full. However, I've been receiving numerous emails from gethuman.com checking on my satisfaction, which has become overwhelming. I appreciate their concern but the frequency of emails is excessive, almost leading me to block their website entirely. Thank you.

I received my glass table on May 8 as promised. However, when I started assembling it, one of the legs had a smaller screw hole, which required me to enlarge it with a drill. Despite my efforts, the leg remained warped, causing the table to sit unevenly. The biggest issue arose when I noticed a significant chip on the glass that was sharp and very noticeable. I spent hours assembling everything only to discover the damage. I am disappointed that a defective item was sent out for sale. The thought of having to disassemble, repack, and return the heavy glass table is daunting. It's disheartening to have received a damaged product that now poses a safety risk with its sharp edges.

Hi, This is Elisabeth R., I just received my barrel chair today. I have ordered many items from Wayfair and have always been happy with the service and quality. The chair I received is not white or ivory as I ordered, it has a greenish hue. Some friends also noticed the odd color. Unfortunately, I already disposed of the packaging. I have never returned anything before, but this time I would like to exchange it for a chair that matches my decor better. Thank you, Elisabeth R. [redacted] [redacted]

I placed an order for a trampoline on April 30, [redacted], with an expected shipping date of May 2. However, it was delayed and did not ship until May 6. It was then expected to arrive at the delivery partner by May 9 but got there on May 10. Upon checking my account, it indicated the trampoline would reach me by May 14. I received a call from the delivery partner, Durst Trucking from Erie, PA, on May 10, informing me that due to limited deliveries to my area, they could only bring it on the evening of May 17. I scheduled installation for the morning of May 17, relying on the initial delivery date of May 14. If the trampoline does not arrive by the evening of May 16, I may need to cancel as the installer can only come before May 17. My order number is [redacted], and I am Christie Datko of [redacted] Sycamore Drive, Shippenville, PA [redacted].

I ordered a wall shelf, but it was too big, so I returned one without any issue. However, after assembling the other one, it's challenging to hang on the wall securely. Despite using the provided tools and securing it to one stud, the shelf still doesn't hold up. I no longer have the box for a return. Is there a location I can bring it to initiate a return? Could you help me with the details of the wall shelf I purchased based on my account information? My name is Patricia Smalls, and I reside at [redacted] Columbus Ave, Stratford, CT [redacted]. Please advise me on the next steps to proceed with the return, as the shelf is not functional for me. Thank you.

I am extremely dissatisfied with the purchase of my Alegre Outdoor Crackle 3 Piece Bistro Set (#[redacted]). The package was damaged upon arrival, and the set is emitting a strong paint odor. Typically, powder-coated paint should not be toxic, but this set is causing adverse reactions due to my immune illness and chemical sensitivities. Upon initiating a return, I was informed that a $50 deduction would be made from my refund, a policy not clearly stated on your website. I would not have proceeded with the order if I had known about this return fee. Unfortunately, I now possess a bistro set I cannot use and am at a loss of approximately $[redacted]. I appreciate Wayfair and have continued to shop with you, but felt it was important to share my experience. Thank you, Heather H.

I purchased a Serta [redacted] series hybrid 12.5" mattress from Wayfair at the end of April. The product was supposedly shipped from GA on April 29th, but I haven't received any updates since then. After contacting Wayfair support twice and being given different responses, I decided to reach out to the delivery service myself. The delivery service informed me that they had my mattress ready for delivery since April 29th, but they couldn't contact me because Wayfair had the wrong phone number on file. This mix-up caused a two-week delay in receiving my order. As an employee of Wayfair, I was disappointed in the lack of communication and accurate information. If it wasn't for my proactive approach, I might have waited even longer for my purchase.

I bought an item and promptly cancelled it within a minute, but then received a notification that it was "shipped" despite my cancellation. Customer service promised to pick it up but failed to do so. They charged my card, promised a refund, but didn't follow through. After another call, a kind man sent a return slip and assured a refund, which is pending the item's return. I believe my funds are being held unlawfully. I insist on an immediate refund as the item is uncollected and at risk of theft on my porch while I'm overseas. I've made arrangements for the return slip with my neighbor, but the money must be refunded promptly.