Wayfair

I recently ordered a dual shower head from Wayfair about a week later I get a small 7X9 inch box that was empty, I called Wayfair and explained what I recieved and they took a lost in transit report and said they would be sending another one. Shortly after I receive another small empty box, again I called and complained they looked into it and emailed me they would be refunding my money. The next night I get a text message asking what parts are missing then explained to me that there should have been 2 boxes first one with a card telling me it was out of stock and would be fulfilled by another warehouse. No card in either box and no shower heads, the other texts I received were basically telling me that they were sent. I took pictures of the empty box sealed and open and sent them to wayfair. I have been a customer for some time and am very frustrated with the response I am getting As of now I won't be using wayfair as my go to store.

My Beniamino Faux Leather Power Lift Assist Recliner with Massage and Heating by Latitude Run (Order [protected]) Delivered Tuesday, December 22, 2020, is inoperable. The leg rest does not go more than four inches off the floor, there are tears in the arms of the chair and both arms are no solidly attached to body or chair.

I paid for the 3 year protection (W001838912) through Square Trade (Allstate) but cannot get them to return my email concerning replacement of the item. Please assist in any way possible.

Thanks.

September 22, 2020

Mr. Niraj Shah & Mr. Steve Conine Wayfair Corporate Headquarters 4 Copley Place, Floor 7
Boston, MA 02116

REF: Wayfair Experience

Dear Mr. Shah and Mr. Conine:

Picture this…back in the early part of August 2020, I ordered from Wayfair Bedroom Furniture for both myself, and for my son, and a few other items.

Finally, after waiting for so long, items started arriving one-by-one. However, the items were arriving damaged.

I called Wayfair, who was kind enough to replace each of the items that arrived damaged.

That is all fine, however, now I have the damaged item I must dispose of, plus, we have to wait for the new items to arrive in hopes they do not arrive damaged.

I placed call after call into Wayfair' Customer Service. I shared my frustration many times. I requested many times to have a member of Management give me a call - they never have! I had to keep calling and calling.

After item after item arrives and 95% has been damaged - we are like what in the world?

I have spent thousands of dollars on the furniture only to have to wait a long period of time, only to have it come in damaged, only to have it replaced, only to have to wait another long period of time, and to have to be talked to in a rude, unprofessional manner by one of your managers, "Chrissy."

I am so tired of hearing, "I am sorry" from members of Wayfair. It has not been a pleasant experience for us at all.
So, once, the new item arrives, I have to pay to have the old item picked up and disposed of, each time the maintenance man and his assistant come to take away one of your damaged items it cost me
$50.00. It' another expense on top of what I have already paid for your furniture.

It is very upsetting that I am having such a bad experience from Wayfair. It is more upsetting that Wayfair how Wayfair has treated me during this whole experience.

I would have returned every single item for a FULL-Refund, but your Customer Service Staff said I could not return my son's bed because it has been unboxed. SO, we are literally "stuck" with Wayfair's junk.

Now we have waiting until, I believe to the early part of November to receive another one of our replacement items.

We only ordered in August 2020 - going into 4-months of waiting…… This has been my experience with Wayfair!

Wayfair does not offer an email to complain to them which I feel is a bit shady.

Sincerely,
Todd Kody Mattingly
Dissatisfied Customer of Wayfair

CC: Better Business Bureau
Attorney General Office of Massachusetts File

8/10/2020 Placed a first time order with Wayfair for an outdoor dining set, online displayed 6 in stock. Based on the price, I applied for the Wayfair credit card. Accepted, credit line was short in covering $131.24 of the $1299.00 purchase. Well big mistake, used a VISA Debit card. Approximately 4 days letter an email from Wayfair to advise the merchandise is no longer available. The Wayfair credit card issued through Comenity Bank was credited to a $0.00 Balance - were is my VISA Debit card credit? Nobody knows. An investigation had to take place. Monitoring my checking, nothing but please be assured the charge posted in no time before any confirmation merchandise was not in stock. Called Wayfair, apologies and nice service, but it is my issue to track to Comenity Bank now because they have the $131.24 even though this money was never charged to that credit card. Wayfair could not contact this bank they do business with to assist. If anyone can figure this out, please share. Called Comenity Bank, terrible customer service, if you get Tina, just hang up because she is rude, and does not listen to a customer or let the customer talk. I escalated to a supervisor. Well, he would see what he could do but this would require them to generate a chargeback to Way Fair to get my credit back to my VISA Debit card, this could take 7-10 days or they can send me a check looking at 7-10 days. Now it was time to state the facts to him, this is not acceptable, I am certain they are in violation of VISA Regulations, you know keeping money that no merchandise was shipped or that Comenity Bank processed. I stated to make it clear, I will look at avenues for a class action suit for this practice as well as take steps for social media. For some strange reason, both companies played the he said she said game, pointing fingers at the others, guess what I do not care, fix this issue because my next call will be beyond a supervisor level. As a consumer this is not my mess to fix, but guess it is if I want my money back that they have for absolutely nothing. By the way Way Fair credit cards will no longer be handled by Comenity Bank in 9/2020, imagine that. What absolute poor customer experience. Never again. Good luck for all who continue to support Wayfair. Just plan to resolve an issue on your own with this company.

Order placed and confirmmed on 6 May. Received notice merchandise had shipped and received a FedEx tracking number via e-mail Indicating delivery date was 15 May 2020. On 15 May 2020 I received an e-mail stating delivery would be delayed. on 18 May 2020 I checked the FedEx tracking number through Wayfair.com/FedEx websites. FedEx website indicated there was no information related to that tracking number. Contacted FedEx by phone. FedEx acknowledged that there was a shipping order associated with my address but FedEx never received the merchandise. Attempts to contact Wayfair.com have been unsuccessful. There is no e-mail address for customer support on their website. There is no "chat" option on the wayfair.com website. Call Hold time was nearly 3 hours before Wayfair dropped the call. Only option to relay issue to wayfair.com is to comment on the quality of their web page which was done.