Wayfair

In an attempt to make this negative review short and informational I will summarize my experience with Joss&Main or Wayfair over the past week. I ordered a table online and the shipping details were not available until after checkout. I completed the order anyway only to get an email saying my item would ship in 3-4 weeks to a 3rd party for them to then call and set up a delivery time in 1-2 weeks. Since I didn't want to wait over a month I called the next day to cancel the order. A side note, I got the same table for $150 less and delivered in 1 week from overstock.com.

The following is a string of dealings with Wayfair:

Called to cancel within 24 hours, their policy states 48 hours for a full refund. Gentleman who helped me was nice and said he processed the cancellation and the hold would be removed from my account.

I then get an email saying I cannot cancel my order because it was outside of the 48 hour window and I would still be charged. I called back and the female who helped me was nice and apologetic and promised everything was ok and the hold would be removed from my account.

I call back again days later since the hold is still on my account and I am ensured it will be removed by another customer service rep. It was in fact removed the next day only to be put back on the following day...

I then get an email saying my item is ready for shipping! I call them to ensure it does not ship as it was cancelled a week ago and asked why it was still being processed. Of course the hold is still on my account so I want to make sure they don't charge me and ship the item. The lady I spoke with said she will make sure it doesn't get delivered and will remove the hold on my account, notice a trend here!

Believe it or not, my item shipped! I called again and they tried to tell me that once shipped, the items cannot be returned. After some "investigating" on their part and reviewing the multiple notes on my calls they send another email basically stating they normally charge but will be so kind to not charge me this time... Of course, they said the hold will also be removed from my account.

That brings me to today and they removed the hold but the only problem is they turned the hold into an actual charge! Yes, charged my account the full amount. I call again to see what the hell happened and get told that since it was cancelled after shipping, they charge the card once it ships. I am now blue in the face telling them it should never have shipped as I cancelled it a week earlier and spoke to 4 people at this point.

I now have a refund for $150, the cost of shipping by the way (maybe from China?). This is only part of the refund since apparently they refund in different increments and not at once. Still waiting on the rest of the money to be returned.

This was a long story that may be difficult to follow but yes the twilight zone is real.

First time I ordered firepit and the day it was to be delivered I called and they said it was lost in transit so they reordered. Delivery date came amd they said lost in Transit again. Tried to reorder and oh my...product was on Backorder. I CANCELLED. TRIED again this year and ordered on May 22nd with deli ery of June 5th. They took my money and was " in stock". June 5th came and called and it was now on back order with ship date of June 20th. I asked if the wherehouse even had the product and they said delay was due to whether. It is scheduled to ship 23rd. And arrive the 26th. On 23rd no email and they said whether was reason but the previous person said it was in the warehouse. I looked today and now it says July 8th which is too late for July 4th party I wanted it for. I CANCELED AGAIN they string you along. I wonder if they didn't want to sell at the sale price and just strung along till I cancelled. This is why AMAZON IS WINNING! I will no longer trust anything wayfair says. But won't have to, not going back. Delete this wayfair but it's 100% accuratel

I purchased 2 rugs from Wayfair for $134 including "free" shipping. The rugs were advertised as having "jute backing" which actually means "no backing at all". The cost was about double what rugs of comparable quality (but with REAL backing) would have cost but I liked the pattern so I took a chance, thinking I'd return them (at my cost) if I didn't like them. When the rugs arrived and slid all over my hardwood floors, it was return time. So, here's where Wayfair gets you: They not only charged me for return shipping (which I'm not upset about); they also charged me for their original "free" shipping, making the cost of returning the rugs $70--more than half the purchase price!

Wayfair's "customer service" people took a "this is our policy... too bad/so sad" approach when I contacted them, sending me noithing more than pre-fab, scripted responses.

I know I'm spoiled by Amazon. They understand, as an online retailer, that returns are part of the cost of doing business and they'r fair about them. Wayfair doesn't get this. Yes, sometimes online retailers are going to lose money on a given transaction. But. They'll keep customers coming back if they understand they're in the business of selling products sight unseen so returns are going to happen. If Wayfair wants customers to "take a chance" on liking their products once they arrive, that's not going to happen if they penalize buyers with a 50% "thanks for gambling--but you LOSE" return policy. They need to change or go OUT OF BUSINESS!

If you want to gamble, go to Vegas and take your chances. But DON'T play "Wayfair Roulette" with your hard-earned money!

UPDATE: 8/16/13: this is an update on my ongoing communication with Wayfair since I posted the review above. Now, after 4 rounds of e-mail exchanges with Wayfair, their "Service Squad" representative has now "realized" there has been an "error in the system" in calculating my return shipping cost. The actual return shipping cost is $14.08--not $70 (not sure how this happened since that's a pretty big discrepancy... and I wonder how many other errors in the system have gone uncontested). Had this been the case originally, I wouldn't have had to spend my time posting about Wayfair--return shipping costs of $14.08 is certainly reasonable. This is a good outcome; but, to anyone who uses the Wayfair return system, you may have to check for "errors in the system" and then keep arguing with the Wayfair "Service Squad" before the error is fixed.

Once my son got used to the strong smell he found the chair comfortable.

Place an order and it already gives you a longer than you'd like delivery time frame - when I place my order it was supposed to be delivered between Feb 28th and March 7th. Between 1.5 - 3 weeks. Ok... we can handle that. Get email that it shipped - with estimated delivery of sometime 'after March 7' and to check back after 24 hours for updated shipping information and movement... hhmmm k. I checked the next day, no update.

Check the tracking info this morning... 72 hours later and now is says some time 'after March 14th'!

K... you already have my $700. I can't see what is going on with the shipment. Delivery date gets pushed out. I call customer service to see if maybe the have more details and that was one of the most unhelpful conversations I have ever had not to mention that the person was on auto pilot and would not take a breath while talking so I had no chance to ask a question or respond to ANY statement.

I don't normally get rude with people - they're just doing their jobs and it's not their fault - BUT LET PEOPLE TALK AND ASK QUESTIONS SO IT DOESN'T ESCALATE THE FRUSTATIONS FURTHER!

In short I got told they don't know when it will be delivered. They give estimates based on the shipping warehouse and after it leaves there it is out of their hands. Their website isn't updating it's the shippers problem. They say "after March 14th" because that is when it is estimated that the NEXT shipping company will receive the product. Then they will take 2 business days to call you to schedule the delivery (even when it's plane ol' drop off delivery method) and then you will get your product but it could be 6-8 weeks...

Well... do you think I would have place the order if you had listed the "honest" lead time of 6-8 weeks? NOPE! But now you have my money so you no longer care. THANKS!

VERY DISAPPOINTED no returns after 30 days NO EXCEPTIONS... bought item for new home... took 30 days to move in... lost money.

Awful awful awful. If I could give no stars I would. I ordered my wardrobe on 30th December. It was £269.99 so not a cheap piece of furniture! It was due to be delivered around 3 weeks later. The delivery day came and I hadn't received a text with my slot as they had said I would on the confirmation email. I rang to ask and the member of staff said that there had been an issue in the warehouse and it hadn't even been dispatched yet (from France). I would have been waiting in all day had I not rang them, they never informed me. The wardrobe then arrived around a week later and her started building. It took around 3 hours to build, however I knew that it was a lengthy build process from the reviews before I purchased so I didnt mind. We finally came to the door and realised when unpackaging them that the mirror on one of the panels was cracked. I rang and asked for a replacement. They said this would take another 3 weeks and they couldn't fast track this for me in any way. I was annoyed but accepted this. The replacement part arrived around 3 weeks later and this time the mirror was absolutely shattered. I ring again and express how annoyed I am and tell the member of staff how long I have been waiting for this issue to be resolved. She tells me that she will order another replacement and will request a fast track but cannot promise anything. The replacement part arrived around 3 weeks later (not fast tracked) and all of the wood is damaged and bashed around the edges. This is now the beginning of March (2 MONTHS LATER)! We have managed to make it work so that you can't see the damaged areas and that they are hidden. I shouldn't have to accept a damaged/faulty item but I am because I cannot wait another 3 weeks for what will mostly like be another damaged replacement part and I cannot ask to return the wardrobe as it's all built now and took us so long to build in the first place. I was never offered any reimbursement or discount (not that I would ever use this appaling company again), however it would have been something at least for them to offer... And to top it off I have several damaged mirrors to dispose of because the delivery driver will not take them with him. Avoid like the plague!