Ensure delivery and service were provided as stated by the product specialist! ... I called before ordering mattresses to see if the old mattresses would be taken away. Was misled by one of the product specialists who said that they would be. He placed an order for me. When I tracked the order, I found out that FedEx was going to deliver the mattresses. I knew at once that the old ones were not going to be taken...unless FedEx has gone into a new line of work!!! I called the product specialist and he promised to get back to me within two hours...he did not. He ignored my subsequent calls regarding the delivery that was scheduled for the next day . I had to call customer service to make arrangements to cancel the order and be inconvenienced for an entire weekend due to his incompetence. Now, I find there is no place I can formally submit a complaint against this individual in writing. The only thing you can do is call customer service and ask for a manager. After many phone calls and promises not kept, I wouldn't trust that anyone working in Wayfair customer service is capable of handling or ensuring customer feedback is documented or ensuring any action will be taken. This is the second time a Wayfair product specialist has burned me.
I did my due diligence in calling Wayfair in advance of placing the order to be sure that what I needed to be done when the order was received WOULD be done. And, I trusted this guy's knowledge and intentions. He blindsided me, created an incredible amount of work for me to get the issue under control, waisted an entire two days of my time to get a fix in place, albeit not ideal, and wrecked my entire weekend because I wasn't able to get my order the way it was presented to me on the phone.
Having a way to communicate complaints in writing and getting formal responses as to what actions were taken to correct the issue(s). *Train their customer reps and product specialists as to what the "written" rules are. These folks think because they are articulate they can sweet talk anyone into anything to make a sale. *Easier return process...sitting things outside my door for FedEx to pick up is not the most efficient process. Also, inside delivery options should be instituted.
Since Wayfair came on line.