ComplaintsforWayfair, LLC

• Initial Complaint

  07/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Can a business return the item you purchased on your credit card and then recharge that purchase on your credit card several times before you get the merchandise? Can they do that without telling you that will happen? I bought a sofa or so I thought. My credit card was refunded for the purchase without telling me. Then I was recharged for that item. I didnt really notice.( I know that my bad) then I was refunded and charged again several times. My credit card was hacked during one of the refund / repurchase processes. They were able to refund to the old card but the purchase of the same item was not allowed. The sofa was cancelled 2 days before I caught the problem and wayfair would not allow me to pay with my new card even though the order was cancelled only2 days earlier. So my question is can they do that refund/repurchase without telling you. I thought it was bought and paid for. I have done my whole room around the sofa. If I reorder the sofa it is $500 more. Was that the plan?

  

  Business response

  07/29/2021

  To Whom It ********************** sincerely apologize for thetrouble the customer experienced with their order. 
  
  The customer submitted an order,and it is custom made. We do not charge the credit card until the item isshipped. During the time the item is being built the card will be reauthorizedevery 7 to 10 days to verify the funds are there. During this time, we wereunable to verify the funds. We attempted to reach the customer to get updatedinformation and were unable to. We did cancel the order due to not being ableto get updated information.
  
  We are actively workingtowards a positive resolution with the customer. If the customer has anyfurther questions or concerns, they may contact *********************************** at857-306-0252. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called into Birchlane/wayfair and ordered replacement slipcover for my sofa, they ordered the incorrect ones

  

  Business response

  07/26/2021

  To Whom It ********************** sincerely apologize for the trouble the customer has experienced with this slipcover order.
  
  We strive to provide our customers with the best shopping experience. Regrettably, our repeated efforts to work productively toward a solution have been hindered by the customer's manner of interaction and hostility towards our customer service team. We conclude it would be best for the customer to shop at a brick and mortar store as their experience and feedback indicates we are not the right company to satisfy their shopping needs and standards despite our attempts to fulfill their orders to our highest expectations. 
  
  We will not be reinstating the customers' accounts as we do reserve the right to cancel orders under our order acceptance policy which can be viewed here:  https://bit.ly/2gOwUm6   Certain orders constitute improper use of our sites and the Wayfair Rewards Program.  Wayfair reserves the right, at its sole discretion, to refuse or cancel any order for any reason. A customers account *** also be restricted or terminated for any reason, at Wayfair's sole discretion. Items purchased pursuant to a quantity discount *** be re-priced upon cancellation.
  
  If the customer has any further questions or concerns, they *** contact *************************** at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  07/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order ********** Item GEAP2135 / GE washer / dryer combination was placed in April. Since we were undergoing many delays in construction, the washer/dryer stayed wrapped and where they put it at the time of delivery until my contractor brought it in, unwrapped the packaging and tried the appliance, at which time it made a horrible noise and we noticed the dents and damage to the back of the appliance. That is when I contacted Wayfair. They said it had been too long for them to do anything and directed me to a GE appliance repair company. I sent pictures and video since they are quite a distance away and they said the same thing that we were saying. It was obviously shipping damage and not a factory defect or problem. After multiple calls and emails to them, Wayfair has done nothing to make this right. This was a $1600 plus item.

  

  Business response

  07/29/2021

  To WhomIt ******************************* for the inconvenience the customer has experienced with their order.To rectify the situation, we have fully refunded the customer on July 29, 2021.
  
  ******** standard returns, defects, and damage issues within 30 days of delivery.During this time, we are happy to order replacement parts or units or offer afull refund for damaged or defective items. On June 8, 2021, the customernotified us the Top Load Washer and Dryer they ordered and received was damaged.Regrettably, the damage issue was not properly addressed since the customer wasoutside our ****** window to report such incidents. We understand thecustomers situation and agree we should have certainly stepped outside of our30-day policy in this instance.
  
  Wereached out to the customer to further apologize for the trouble. If thecustomer has any additional questions, they may contact ***************************** at ************. We hope this information is helpfulin resolving this complaint.
  
  KindRegards,
  Wayfair.com

  Customer response

  08/04/2021

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********.  I have received a credit and I am awaiting information from Wayfair on how they would like to pick up the item.  I am purchasing a washer/dryer from another source.   I understand that by choosing to accept the business response that my complaint will be closed as resolved.   Thank you!
  
  Regards,
  
  Liberty ********

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an outdoor seating group for over **** and 5 year warranty plan. I've been seeking help since April. I there was a break in the support bar of the main seat, the box holding the cushion water proofing failed and started leaking resulting in stains on the cushions and inability to keep them dry. I requested quick resolution. I'm severely allergic to mold. I heard nothing for weeks and finally checked the app and they requested even more pictures and videos even though it should have been fully covered. I heard nothing. It took forever to get through to a person and ask why nothing was being done. I told them that the chest had gotten so bad I had to throw it out because it become so mold filled, if this had not gone on for months it would have never been thrown out. They informed me they wouldn't cover anything affected by mold even if it happened from break. Now they are delaying fixing and I'm moving. They want documents from their own site. I'm out of time is trash.

  

  Business response

  07/29/2021

  To Whom It ********************** apologize for theinconvenience the customer has experienced with their order.
  
  We handle standard returns,defects, and damage issues within 30 days of delivery. During this time, we arehappy to order replacement parts, units or offer a full refund for damaged ordefective items. On April 21, 2021, the customer notified us the patio setordered and received was defective. Regrettably, this item was delivered onOctober 12, 2016. The customer advised they have reached out to the warrantycompany and a resolution has been reached with them.
  
  We reached out to the customerto further apologize for the trouble. If the customer has any additionalquestions, they may contact *********************** at ************. We hope thisinformation is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  07/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased Wooden Shoes Racks, Entryway Shoes Storage Stand, 7 Tiers Shoe Rack Organizer, on July 7th 2021. I tried to cancel the order and was told it was being prepared for shipment and it was too late to cancel. I was informed that I could return it when it gets delivered. Scheduled delivery was for July 11th. The item never came. I was told it is delayed and backordered with an expected delivery of July 27th. So I reached out to customer service to cancel the order. I was told they submitted a request and to wait 3 business days for a confirmation from the warehouse. I never received any confirmation. I proceeded to reach out at least 5 more times regarding this cancellation. I have been trying to cancel this order for going on three weeks. I sent emails with no response, reached out on Instagram, and tried to get help from chat. No one seems to be able to cancel my order. I received an automated email with a button to click to cancel my order. I clicked it and nothing happened.

  

  Business response

  07/27/2021

  To Whom It ********************** sincerely apologize for thetrouble the customer experienced with their order.
  
  As requested by the customeron July 7, 2021, we requested the cancelation of this order. Regrettably, theitem was unable to be canceled at that time. At this time, we have voided themarked charges on this account to resolve this issue.
  
  We have reached out to furtherapologize. If the customer has any additional questions or concerns, they maycontact ********************* at ************. We hope this information is helpful inresolving the complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  07/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Order: ********** Price: $686.87 (originally $763.19)Order date: May 14th Item delivered: May 25th Contacted Wayfair regarding problem: June 10th via their app. Followed up via email on June 13th.The product that arrived (a white dresser) had two small cracks at the bottom of the dresser. Originally the app was offering 20% to keep the item. After issues processing the fix info he app to accept the 20%, I contacted Wayfair. They said only can offer 10% or return the dresser. Since they would not do delivery or pickup within the home (only outside), I would not be able to get the dresser am back outside (6 months pregnant at the time). Wayfair has been aware of this product defect since the moment the dresser was unpacked. Now, the cracks are getting even worse. I contacted Wayfair, the same person Ive been working with the past month looking to return the item. This also poses a safety issue for my twin babies, arriving soon. They will not accept the return.

  

  Business response

  07/26/2021

  To Whom It ********************** sincerely apologize for the trouble the customer experienced on their order. 
  
  The customer placed their order for the 7 Drawer Dresser on May 14, 2021. The dresser was, regrettably, delivered with damaged areas on May 25, 2021.
  
  We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to set up returns or offer partial refunds to keep the item as is for damaged items. On June 16, 2021, the customer notified us that the dresser they ordered and received was damaged and accepted a 10% discount to keep the item as is for their order. 
  
  We reached out to the customer to further apologize for the trouble.  If the customer has any additional questions or concerns, they may contact *************************** at ************.  We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com
  
  

• Initial Complaint

  07/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 20th I placed an order on Wayfair.com for $393.11.The item was advertised for "Free Two Day Shipping" which is the only reason I went ahead with the order. Today's date is July 19th, and I have yet to receive any new information from Wayfair. They claim to have lost the item and need *even more time* to find it. This is ridiculous, over a month for something advertised as free two day shipping.

  

  Business response

  07/27/2021

  To Whom It ********************** sincerely apologize for the trouble the customer hasexperienced with their order. We agree that when the order was placed, therewas two-day free shipping offered. However, due to the weight and size of theitem, it could not ship within the offered time frame. We agree that thisinformation should have been corrected on our website.
  
  We strive to ensure all orders are successfully filled anddelivered to the satisfaction of our customers. Regrettably, the customer'sorder has been deemed lost in transit and failed to arrive at our localdelivery terminal. We initiated a dock search to locate the merchandise, theAldana 77" Square Arm Reclining Sofa was not found, and we agree withthe customer, the delay is unacceptable. 
  
  We reached out to the customer to further apologize and haveprocessed the requested full refund to the customer. We have also informed thecustomer that if the item should show up, we will not add a balance as anapology for the inconvenience. If the customer has any additional questions,they may contact ***************************** at **************. We hope thisinformation helps resolve this complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  07/19/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Date: JUNE 25, 2021 Amount: **** Order #********** Recently I ordered a section from WAYFAIR. My sectional still has not been delivered. Multiple customer representatives have given me dates ranging from July 8th to today. Each saying that it would be delivered. Today at 12 pm, I was told that the delivery agent has my package and will reach out today to schedule the delivery. I call to confirm that the delivery agent was going to reach out to me at 5 pm. Now I am being told that they do not have my package and should have it Thursday. This has been the cycle since July 8th, when it was originally supposed to be available. Multiple customer service representatives have lied to me, and no one seems to know what is going on. I expressed to them tact on multiple occasions that I expected to have my section in early July, originally as planned, which inconveniencing my schedule. I do not want to call again because I know no customer service rep will be able to do anythings

  

  Business response

  07/28/2021

  To Whom It ********************** apologize for the trouble the customer has experienced on their order regarding a shipping delay due to unforeseen delays in stocking the warehouse with the product.
  
  The customer placed their order on June 21, 2021 for the product on their order which had an estimated delivery date between June 30, 2021 and July 9, 2021 to the delivery agent. The product was delivered on July 23, 2021. We realize this delay was not acceptable for our customer. It is never our intention to mislead our customers in any way and regret when these isolated shipping delays occur.
  
  In an effort to rectify this situation we have reached out to the customer to apologize and informed them that we have discounted their current order for the inconvenience as a one-time exception and are offering a discount on a future order. 
  
  If the customer has any further questions or concerns, they may contact ***************** at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  Wayfair.com
  

• Initial Complaint

  07/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order on Wayfair, the order number is **********. For an item (Ansello 2" X 2" Ceramic Tile), Wayfair only delivered half of quantity that I have paid for. When I asked for replacement, Wayfair asked me to wait 7 days and refuse to upgrade the shipping speed.

  

  Business response

  07/23/2021

  To Whom It ************************* sincerely apologize for the inconvenience the customer experienced with their order.

  
  The customer placed their order for the Ansello 2" X 2" Ceramic Tile on June 27, 2021. The tile was, regrettably, delivered with several incorrect or damaged parts on June 30, 2021.
  We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacements parts or units or offer a full refund for damaged or defective items.

  
  We work hard to create an effortless experience for our customers and we apologize that this wasnt the case with this order. We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage. We will address the lack of follow-up with the customer and will follow up internally regarding any training opportunities associated with this order.

  
  We reached out to the customer to further apologize for the trouble. If the customer has any additional questions or concerns, they may contact *************************** at ************. We hope this information is helpful in resolving this complaint.

  
  Kind Regards,
  Wayfair.com

  Customer response

  07/26/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  =========================================

  I ordered 48 sq ft tile from Wayfair, and paid full price.  Wayfair only sent me 24 sq ft.  After numerous calls, Wayfair sent out replacement after 1 week.  When I received the replacement, I found that 50% tiles are used parts and defects.  What is worse, the color of the replacement used tile is different than the original tile color.  And I only find it out after my contractor put the those tiles on (the remaining 50% replacement that seems to be ok).  Now I have to suffer all this due to Wayfair's fault, only not I have to pay extra to my contract, but also I have a weird looking wall.  While I paid for new tiles, I received 50% new and 50% used and defective.
  

  This is not about replacement, it is a scam that (1) Wayfair false advertise the quantity of the goods it sells on the website; (2) Wayfair refused to send the correct parts out, and sent only used and defects parts (probably what they collected from other people's returns), and even parts with different color!  and (3) Wayfair did not try to fix its own mistakes, and put this missing quantity a replacement order and also put a low priority in shipping; (4) Wayfair refused to make any compensation to cover my loss; (5) Most of Wayfair's customer representatives are very rude, two of them hang up my calls.  And 3 of them simply repeated the order info with me and said they don't have any ways to check the shipping status. 
  

  =========================================

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Gongting

   

   

  

  Business response

  08/02/2021

  To Whom It ************************* sincerely apologize for the inconvenience the customer experienced with their order.

  
  We ordered a second replacement order and it was delivered on July 29, 2021, providing the customer with a complete order for the Ansello 2" X 2" Ceramic Tile. 

  
  We work hard to create an effortless experience for our customers and we apologize that this wasnt the case with this order.  We work very closely with our warehouses and delivery agents to ensure orders are shipped complete and delivered without damage.  

  
  If the customer has any additional questions or concerns, they may contact *************************** at ************.  We hope this information is helpful in resolving this complaint.

  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  07/19/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This complaint is in conjunction with my previous complaint against ********* regarding a collections agency. I received the letter from the collections agency saying Wayfair had hired them to collect on a bad debt write off. Over $600. I use the payment option, *********, to finance my shopping. ********* has proven that the complaint wasnt on their part. I used to be very loyal but now I refuse to shop there again.

  

  Business response

  07/27/2021

  To Whom It ********************** sincerely apologize againfor the trouble the customer has experienced with their order and for anyconfusion with the last response we provided.
  
  The order was placed on March06, 2020, for the total amount of CAD $2337.31. Wayfair charges the customerspayment method as the item(s) are shipped from the warehouse. On March 6, 2020,the card on file was charged CAD $582.39 for the ******** Corner Cabinet. OnMarch 23, 2020, our system refunded the customer CAD $582.39, however, therewas a technical glitch which resulted in the account being sent to collections.
  
  As this was an error onWayfairs part, we have contacted our collections agency and instructed them toclose this case as settled. No further action is required on the customerspart. This has now been resolved.
  
  If the customer has anyadditional questions or concerns, they may contact *********************** at857-306-1820. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com
  

  Customer response

  07/27/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* St. ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩