My order * is **********. I am requesting a $*** refund. **I placed the order of a shoe...

GetHuman-evenalia's customer service issue with Wayfair from September 2018

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The issue in GetHuman-evenalia's own words
My order * is **********. I am requesting a $*** refund. **I placed the order of a shoe closet, a sidebar server, and a wardrobe. When I was ordering them online, the wardrobe came with the option of $**.** for delivering to the apartment unit and $*** for assemble. At first I only chose the delivery, but after realizing how busy my husband's work has been, I knew we won't have time to assemble the wardrobe ourselves so we either cancel the order and buy something that's already assembled or hire someone to do it. And I recalled seeing the $*** for assemble option. So I opted to pay $*** for assemble on ****. Since then, I've been getting updates on the delivery of the furniture I ordered. The sidebar and shoe closet arrived earlier and since they are smaller, my husband was able to put them together on his own. I would like to help but I am *.* months pregnant and can't lift anything heavy, hence having the wardrobe assembled by professionals was important to us. **A couple of days ago, I got an email saying the wardrobe will be delivered on **** between **-*pm. I rearrange my days so I can be home for the delivery. By *:**pm, I check on my app, it still says the truck is * stops away. There is no way it will get to me and have the furniture assembled before *pm. So I call customer service. The lady on the phone apologized for the delay and refunded the $**.** for delivery. I had a dinner scheduled at *pm and had to leave the apartment by *:**pm. And I really needed the wardrobe to be delivered and assembled today. I ended up canceling my dinner. I asked the customer service lady to tell the driver to call me ** minutes before they get to me as I have some errands I needed to run. About *:**pm, I got a call from the driver saying they are * mins away, I was still out running errands... I confirmed with the driver that they will deliver AND ASSEMBLE the wardrobe for me. The driver said I only ordered delivery. I PAID FOR ASSEMBLING. And on my app and my emails, all showed that I should receive the service of both DELIVERING AND ASSEMBLING on **** between **-*pm. The driver said they will call and confirm with Wayfair. As I was rushing back to my place, I called customer service again. This time, another lady answered, she was not understanding, not trying to solve my problems which are *, having the furniture delivered to my apartment. *, having the furniture assembled. She kept saying she can cancel my order or have the drivers bring the furniture to my apartment but they can't assemble it. The lady also offered NO explanation as why the website gave me the option of paying $*** to have it assembled and now telling me the drivers don't assemble that piece. She offered no explanation. no help but only attitude. I asked for her manager. Sherry, the manager picked up the phone, explained the computer glitch and apologized and said she would refund the $*** and give me **% discount on the wardrobe and have someone set up assembling for me, but the drivers were NOT able to assemble the furniture for me today. Here is the problem, had I known that Wayfair won't assemble it for me at delivery, I would have canceled the ordered and purchased something. Instead, with the assumption that paying $*** gets me a piece of wardrobe assembled, I paid and waited patiently. All these days I waited for the wardrobe to arrive, not being able to have guests over to our place because our clothes were all over the place without a wardrobe to have them put away. However, By the time Sherry offered me refund and someone to help me schedule other assembling service, it's almost *:**pm. The poor drivers had * more stops to make and they were super delayed. I asked them to bring the pieces up to my apartment. HOWEVER, since it's passed *pm, our building does not allow any large package to come in from the lobby. My doorman was pissed seeing us trying to bring those pieces in. We were directed to the service elevator. By the time we got to the service elevator, the genitor had started collection garbage and recycling from the **th floor... it will take at least *.* hours for the the genitor to be done with the elevator. Meanwhile, the drivers are getting calls from their boss asking them to move on to the next delivery. Under pressure, the delivery guys had to leave the pieces down by the service elevator and leave. Again, I am *.* month pregnant and those pieces are HUGE (there is a reason I ordered delivery to my unit) there was no way I could have carried them up. My husband has * major deals he's trying to close and won't be able to come home till pass midnight and we have to leave the house very early in the morning tomorrow. I ended up calling my husband to come home early to bring those pieces up to our unit. **When my husband and I went down to the service area to pick up those pieces, they were extremely heavy and large. With no proper moving equipment and just one person moving the pieces (on the website it says this piece is *** lb). It took us at least an hour, * trips down to the service area to bring all the pieces up. In the process, my husband almost threw his back carrying one of the very heavy pieces. I tried to help and twisted my wrist... **There was a very good reason that I ordered delivery, because the pieces are heavy, I am pregnant can't bring them to the apartment myself and my husband works very long hours and isn't able to help. Had the pieces delivered on time, the drivers could have brought the pieces to my apartment as I requested* my husband wound't have to leave work early and spend an hour to move those pieces and I wouldn't twist my wrist and I wouldn't have to cancel my appointment tonight. All these happened because Wayfair failed its promised to me as a customer. Wayfair did not call to tell me the delivery was delayed and the drivers were under pressure and weren't able to bring the pieces to my unit. **And due to the computer glitch, my wardrobe still isn't assembled. Had the wardrobe be assembled, my clothes wouldn't be still all over the apartment, we wouldn't have these huge pieces of cardboard boxes sitting in my dining room and I wouldn't have to rearrange my week so I can stay home for the new scheduled assembling date. Wayfair's caused me an insane amount of inconvenience and stress. Although the customer services people have already refunded the delivery fee $**.**, the assemble fee $*** and **% discount on the wardrobe, I'd like to request another refund to make up for all the trouble including extra wait time, stress, having to bring the pieces up, my husband losing a precious hour while he was trying to close a deal, me twisting my wrist trying to help with moving the pieces and me having to rearrange my week so I can stay home for the assembling...I paid $**.** for delivery but that didn't happen so my husband had to spend an hour bringing the pieces up. Therefore, I am requesting a refund of $*** which is (less than) the hourly rate my husband charges for his work. **Will be out of the country till Wednesday, but happy to discuss on Thursday or Friday.
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Customer service issue
Reported by GetHuman-evenalia
Sep 22nd, 2018 - 6 mons ago
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Items needed
Order Confirmation Number
Tracking Number
Email on Order
Phone Number on Order
Name of Account Holder
Billing Address on Account
GetHuman-evenalia started working on this issue
Sep 22nd, 2018 4:51am
GetHuman-evenalia indicated the issue is not fixed yet.
Sep 22nd, 2018 4:52am