Wayfair

In general, I have found Wayfair to be a good, customer-focused, online shopping venue, but I recently had a very disturbing experience. I ordered 2 outdoor corner tables (Char-Broil) to help complete an outdoor BBQ area that we are building. The Wayfair advertisement for this item clearly states "NO ASSEMBLY REQUIRED," which means that the tables will arrive at my house 'assembled'. To my complete surprise and dismay, the tables were NOT assembled, but to the contrary, the box contained 17 individual parts, multiple pieces of hardware, and only diagrams to explain how to assemble the table. Because of the fairly large and cumbersome size, and the weight of the granite top, assembling the table will take at least 2 people. When I received the box containing these pieces, I immediately called Wayfair to express my dissatisfaction and to request that Wayfair arrange (at their expense) for the table to be professionally assembled... as they advertise on their website. The Customer Service Rep assured me that Wayfair would pay for the assembly of the tables once they confirm from the manufacturer that the tables should have been assembled. I recontacted Wayfair a few days later and was told by a different Rep that my ONLY option would be to return the tables to Wayfair for a refund. I explained that I actually want to keep the tables because they will help complete the outdoor BBQ area that we are constructing. (The tables are part of a Char-Broil modular system. We previously purchased several other parts of this Char-Broil system from Wayfair.) I am very frustrated with the fact that Wayfair will (1) not honor what they have advertised (a fully assembled table), and (2) renege on what their Rep agreed to do (pay for the assembly).

I received a mixture of two different beds in one box. I ordered the Tufted Upholstered Storage Platform Bed but received the drawers from it but received the rest of the bed from Airi Upholstered Bed with Adjustable Headboard. When I called customer service because my assembler stated he was missing some item they could not identify the missing piece and asked me to send a picture of the instructions. The customer service rep should have acknowledge I had the wrong bed but she did not although she did not understand why my assembler had different instructions for a bed that was not what I order. So currently I have part of a bed put together and parts arriving for a bedframe that will not fit. Could I please have a full refund for the bed@ $439.99 and $51.99 protection plan. I am to old to continue to be worried about if you are going to provide me what a paid for. I am also to old to continue to pay someone to bring the ordered items from Wayfair to my door. This has caused me some unnecessary stress. I want a full refund and I will order locally. I chose Wayfair because my neighbor had a good experience and your prices. However I would rather pay more locally than to go through spending more money to have items delivered to my door properly and get what I purchased. I am just to old for all of this confusion. When I tried to get a refund Wayfair representative said they could not issue me a senior a refund because it is out of their hands and in the hands of a 3rd party manufacture plant. The customer service rep stated that I would have to work it out with them. Although I did not pay the manufacture I paid Wayfair I would have to wait 1 - 2 days to receive a response on whether or not I would receive a refund. This is my first time ordering from Wayfair and my last. When it comes to you as a customer you do not matter. I ONLY WANT MY FULL REFUND for the bed and the 5yr protection plan!

This company charged my credit card for an order that was never placed, and there's no order #.

I waited for over a month for outdoor sectional to come back into stock. Within hours of receiving the email notifying that the set was in stock I placed my order on June 14th with estimated delivery date of June 30th. Here it is the 29th and the items haven't left California for arrival in FL tomorrow. When I finally got through to Wayfair, I was advised that because of COVID the shipment was being held in Fedex warehouse and won't arrive for another 10 days or beyond. Said that because of COVID more people were ordering online causing backlogs and the warehouse wasn't fully staffed due to social distancing (as if warehouses are packed with people shoulder to shoulder. Chrissy failed to mention that Wayfair laid off hundreds of people back in February. Then Chrissy said Fedex was backlogged because priority was given to shipping medical supplies as hospitals didn't have sufficient medical supplies -- hospitals have had plenty of supplies for over a month now. As I told Chrissy, ALL of these COVID circumstances (which are much less now than 2 months ago) were known to Wayfair on June 14th when they gave the date of June 30th. It was despicable to me how Chrissy tried to use COVID as the excuse for Wayfair getting me to order from them instead of a competitor by misleading me as to a delivery date that they knew they would not be able to meet. She said COVID so many times, I think I'm coming down with it. No integrity.

I checked with their Chat help to find out if I could have something delivered on a Saturday. Not only did they say I could, they also said I could request set up. Since it was a large piece of furniture, I decided to order. I put in the order, put Saturday delivery in the special delivery instructions as directed but couldn't find where to put set up requested so I put it in special delivery instructions. When my final order was sent it said it would come in two shipments three weeks apart and neither were on a Saturday. I went back to Chat help to find out how to fix it and was told the first person gave me incorrect information and that it wasn't considered a large order so it was going by Fedex and would be dropped off at the door within the window stated on my receipt. (big bulky day bed with mattress and trundle not a large order?) Anything that has to be put together and arrive in more than one container needing more than one person to lift or move is LARGE! When I said I didn't want the order, the Kody ended the session. I had to call to get them to cancel the order. I was told that within the 10 minutes of all this happening that they had already moved it from the warehouse and sent it to shipping. I would have to wait 24 hours to get confirmation they received the items back at the warehouse THEN they would put in the credit card reversal and I would have to wait another 3-5 days after that to have it reflected on my credit card. Now, as I don't like to max out my credit cards, I have to wait another week to order what I needed and hope it gets here before my guests arrive. I will NEVER shop with Wayfair again.

Worst experience with an online company EVER. I've never even heard of a company with such terrible policies and procedures. After putting my card on file with one of their sales agent (who makes commission), my card was charged up to an extra $50,000 for items that I left in my cart that i clearly told the agent I was not ready to purchase. I did not receive any of these items, and many of the items I did purchase came in either broken, damaged, missing some pieces, or the wrong item.

When I called their customer service to inquire about all the transactions on my card, and for the missing/damaged items, their support team said they would inquire about this and call me back. We had spent over 2 hours going line by line for the transactions and the items. Two weeks went by with no news. When I finally called back, the new agent told me there was nothing on file from my previous call and we had to go all over it again. Once we went line by line again, the agent told me that we had to call our bank and deal with it from their end because their system showed no errors. They refused to refund me the unauthorized transactions, even after the agent told me he could see on their system that these transactions were not made by me - WITHOUT DOING AN INVESTIGATION INTO THE PREVIOUS CALLS/EMAILS/AGENT OR INTO THE DAMAGED GOODS.

I have now spent a combination of over 10 hours with different Wayfair customer service agents and my bank - and still do not have my credit card cleared or my house furnished properly. This company is not doing its due diligence to protect its customers. SAVE YOUR MONEY AND TIME - do not purchase from them.

I purchased several items from Wayfair in the amount of $531.41 paid in full. Upon receipt of the items, I contacted Wayfair regarding my dissatisfaction with the items. Below is an email I received.

Hi Shannon,

Good morning! I hope this email finds you well.

Thank you for reaching out to us regarding the metal decor that you received earlier this month. I am very sorry to hear that some of these pieces arrived in less than perfect condition.

I was able to review the pictures that you provided of the pieces that you received.

For the Rectangles Iron Wall Decor that you received, we do have a couple of options. The first option that we have is to provide you with a 5% discount to keep the wall decor as is. This would result in a partial refund of $21.51 that would be issued to your original method of payment. The second option that we have would be to set up a free return for you on this item.

For the Jerek Polystone Sculpture that you received, we do have a couple of options. The first option that we have is to provide you with a 5% discount to keep the sculpture as is. This would result in a partial refund of $2.34 that would be issued to your original method of payment. The second option that we have would be to set up a free return for you on this item.

For the "With Brave Wings She Flies" Metal Wall Decor that you received, upon review of those pictures, I am not able to see any damage to the item. The dark spots that you have provided pictures of are just patina spots that are part of the finish on the item. If you decide that you do not want this item, we can set up a return however please note that per our return policy the return shipping cost will be deducted from your refund.

In the meantime, if you need any further assistance I do urge you to reach out to us directly at the below contact information as all requests are forwarded through my department. Contacting us directly will help avoid any excessive delay in my response as speaking with our regular customer service can take 1-2 business days for us to review and process any request.

GT S.
Executive Resolution Account Manager
Monday - Friday: 8am - 4:30pm EST
*******@wayfair.com

Second time I have used Wayfair and shipping is very slow. This will be the last time

HORRIBLE CUSTOMER SERVICE AND DELIVERY! I ordered this table in December waited until the end of February for it to arrive. While unboxing I noticed it was missing the base of the table making it unusable. I checked online and saw it was backordered with no communication of when it would come. Had they called to let me know of the unexpected backorder I would've chose a different table or cancelled my order. When I reached out to customer service they offered me 20 percent off and explained I would just have to wait another couple months for the base to come in and be without a usable table for 6 months. I appreciated her willingness to help and the compensation for wayfair not fulfilling there delivery but when I got off the phone and checked my email I seen I was only refunded $50 (3%) instead of the 20 percent. I called back and at this point asked to speak to a manager. I spoke to Maggie the supervisor who was incredibly unfriendly and cold. The reps were all extremly kind so I was suprised by her attitude. She said they don't typically offer any discounts for unexpected delayed items that will take months to arrive. Instead of honoring the reps offer she said the best she could do is let me keep the $50 refund and a 10 percent off coupon for a future order. I expressed i rather use that 10 percent towards the table being i would never order again but they couldnt do any better then the $50. I just bought a new home and have been furnishing the whole house. I have bought furniture from many companies and I have experienced delays with some of them as well. The difference between Wayfair and these other companies is that I was notified and given other options. When I called with inquiries I was treated with respect. Apparently that's too much to expect from such a company as Wayfair. The supervisor offered seemed more bothered to be speaking to me than willing to help me or acknowledge my frustrations. Now I have 6 chairs and table with no base taking up space in my house while I wait for months for the rest of it to arrive. I would never shop here again and already shared this with family and friends who are shocked with the handling of the situation. Extremely disappointed is an understament.