Don't Trust Sweet-Talking Wayfair Product Specialists

GetHuman3431766's Complaint issue with Wayfair from August 2019

Help with my Wayfair issue
Top Tip from another customer
The best way to submit a complaint is actually submitting the issue over the phone and asking to speak with a manager. You can also submit feedback forms using email or on the website. You can also submit the issue to the local manager.
The issue in GetHuman3431766's own words
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.
How GetHuman3431766 fixed the problem
Get in touch with a supervisor...just as any agent. But, there is no way to know if what you tell them goes anywhere or if any positive action is taken. But that's the only way.
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How Do I Get a Refund from Wayfair?How Do I File a Complaint with Wayfair?How Do I Return Something to Wayfair?How Do I Track My Order with Wayfair?How Do I Cancel My Order with Wayfair?
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Wayfair

Complaint issue
Reported by GetHuman3431766
Aug 15th, 2019 - a year ago
Fixed
GetHuman3431766 shared how to fix
Seen by 12 customers so far
Similar issue to 6368 others
0 customers following this
Items needed
Order Confirmation Number
Tracking Number
Email on Order
Phone Number on Order
Name of Account Holder
Billing Address on Account

Timeline

GetHuman3431766 started working on this issue
Aug 15th, 2019 10:30pm
GetHuman3431766 indicated the issue is not fixed yet.
Aug 15th, 2019 10:31pm
GetHuman3431766 shared this issue with friends on Facebook
Aug 15th, 2019 10:32pm
GetHuman3431766 indicated the issue is not fixed yet.
Aug 15th, 2019 10:47pm
GetHuman3431766 shared this issue with friends on Facebook
Aug 15th, 2019 10:55pm
GetHuman3431766 shared this issue with friends on Facebook
Aug 15th, 2019 10:55pm
GetHuman3431766 confirmed the issue is fixed. Hooray!
Aug 21st, 2019 12:13pm
GetHuman3431766 confirmed the issue is fixed. Hooray!
Aug 21st, 2019 12:35pm
GetHuman3431766 confirmed the issue is fixed. Hooray!
Aug 21st, 2019 1:04pm