Saltram Rug in Floral, Color Aqua by Ebern Design- Unauthorized substituted product & customer service does not answer....multiple calls in unanswered queue

GetHuman-msmowill's Returns issue with Wayfair from June 2020

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Order Confirmation Number, Tracking Number, Email on Order, Phone Number on Order, Name of Account Holder, and Billing Address on Account
The issue in GetHuman-msmowill's own words
I have called multiple times on different days at different hours. Calls are place in a queue that is never answered- I left it open on speaker for an hour each time and they NEVER answered. ... I ordered Saltram Rug in Floral, Color Aqua by Ebern Design. Received Lt Cottage Floral in Teal by Garden Treasures. When the rug came, I hired someone to unpack & set up the new deck furniture & rug ,as I cannot do it myself. He rolled out the rug & it is NOT what I ordered. The color is NOT acceptable. I see in the reviews now that apparently they substituted this for other folks as well without asking. I have called several times & no one ever answers. So I had to pay the man to repack the rug, & will have to pay him again when I get the right rug. I am not paying return shipping as they made the substitution without my consent. I want to know if they actually have the correct rug to exchange. If Wayfair cannot deliver the product they advertised that I purchased, then I want a full refund.
This experience does not encourage doing business with them.
They can answer the phone and answer my question.... do they have the correct product or not? Do I need to do a return or exchange?
I do a fair amount of online ordering from companies.
I had another call to in progress now. As I was about to hit Save on this, a rep answered. She cannot tell if they actually have the product advertised but will order it again with specific on no substitutions. They will update me on whether or not they have the correct product. She said they have over * hours wait times. Maybe they need to hire more help. UPDATE: They asked for pictures which I sent, including the label from the rug I received which had the manufacturer, color, etc. Wayfair replied that was correct item & cancelled the reorder. I emailed back it was NOT correct & this was not acceptable. They did send return instructions but who is paying shipping is not clearly stated. The rug will be out for return pickup tomorrow. Meanwhile, as I waited in the Wayfair queue for another hour & ** minutes, I filed a dispute with my credit card company & sent them copies of the documentation & they have recalled the payment until Wayfair addresses this. During this time, I also wrote a letter to Niraj Shah, Owner of Wayfair & copied a half dozen other execs.
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Wayfair

Saltram Rug in Floral, Color Aqua by Ebern Design
Returns issue
Reported by GetHuman-msmowill
Jun 4th, 2020 - 5 months ago
Not resolved
Seen by 13 customers so far
Similar issue to 5371 others
0 customers following this

Timeline

GetHuman-msmowill started working on this issue
Jun 4th 2:18pm
GetHuman-msmowill indicated the issue is not fixed yet.
Jun 4th 7:28pm
GetHuman-msmowill indicated the issue is not fixed yet.
Jun 7th 2:28am