ComplaintsforWayfair, LLC

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hello! We purchased several thousands of dollars ($7000+) in furniture in two different orders from Wayfair in June of 2021. We paid via check. We were told items would arrive by early July. When we learned that items would not arrive in time due to back ordering we canceled our orders. The last order was canceled on July 27th. We were told at that time by Jazz (an account specialist, but we had also at this point worked with **** and also **** that we would have our refund in 3-5 weeks. After 5 weeks I reached out to Jazz again who then told us it would be an additional 3 weeks. During this time we asked for updated via phone and email and received no communication from Jazz. After those three week we called the 800 number and were then connected with *********************. We learned when speaking to her for 2 hours that they were trying to refund a credit card. Since customers aren't able to talk to finance she had to "open a inquiry" and we had to wait another 3-5 weeks for reply. After 3 weeks we attempted to contact ***** for an update and did not receive reply. We again called the 800 and were eventually able to get into contact with ***** who told us that they wanted to issue store credit instead of a refund (we had already expressed in previous conversations that we did not want to have store credit we wanted a check refunded). We declined this offer and she said that she again had to open a new inquiry and said that it should take two weeks. We are 3 weeks past that time and do not have a refund and are not getting a reply from *****. We even sent an email saying at this point (5 months after placing the order and 4 months after canceling) we would accept the store credit just so that we can be done with this, but we have not received reply again. Our order numbers are as follows: (***********) and (**********) and the totals are $5,272.08 & $2,159.69. Please assist us in obtaining a full refund for the two canceled orders. Thank you

  

  Business response

  11/09/2021

  To Whom It May ****************** sincerely apologize for the experience the customer has experienced with their order. 
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers and look forward to helping find a positive resolution for the customer. We have reached out to the customer to further apologize and offer assistance with their purchase.  We have asked that our finance team escalate and expedite the customer's mentioned refunds for their physical checks used to pay for these orders.
  
  If the customer has any additional questions or concerns, they may contact *************************** at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com

  Customer response

  11/17/2021

  While we did receive contact from Wayfair and ******, we still have not been notified that our refund has been sent. We were told on November 9 that it was elevated to accounts payable for expedited resolution. I asked for an update on November 10. On November 12 I received a reply that it can take up to 7 days for processing and 5 days for mailing, but that I woukd be given tracking information once sent. We are on day 8 since it was sent to accounts payable and I requested update today. I received a reply that it is still processing and that an update isn't expected until November 19. So while our complaint was sent to a different department we are still getting the same responses of adding on more and more "time for processing" which has led to us still not having a refund 17 weeks after cancelation.

  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. 

  [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,

  ******

   

   

  

  Business response

  11/22/2021

  To Whom It May ********************* outstanding refunds have been escalated to our accounts payable team. Both refunds were mailed on November 22, 2021, and will arrive to the customer in approximately 5 business days.
  
  If the customer has any additional questions or concerns, they may contact *************************** at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com

  Customer response

  12/04/2021

  We received two refund checks. They were made out to me personally and not the company that wrote the checks in the first place. I find this funny because they confirmed with me how to make the check out and then still didn't make it out that way. But that is ok. We still received out money back after 17 weeks getting the run around.
  
  [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,
  
  
  ***********************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order a rug on order **********. It shipped three week ago and I still do not have it and I can not get an update regarding exactly what is going on.

  

  Business response

  11/04/2021

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order.
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, the customer's order has been deemed lost in transit and failed to arrive at our local delivery terminal. We initiated a dock search to locate the merchandise, the sectional was not found. We agree with the customer the delay in the replacement ordered is unacceptable.
  
  We reached out to the customer to further apologize and to facilitate the cancellation for a full refund of this merchandise. If the customer has any additional questions, they may contact *************************** at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  Wayfair.com

  Customer response

  11/04/2021

  [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,
  
  *****************************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a sectional on September 7th and paid for this item. On October 19th, I was notified that the item had been stolen off a truck and a new order needed to be placed. In the new invoice, it appeared that the new replaced sectional would not be to me until January 22nd of 2022. At that time, I was told by 2 different Wayfair employees the only thing that could be done was to wait on the process or I could cancel the order before it ships. I reached back out to Wayfair on Oct 31st and was told they would place an order to cancel the order with the supplier as they were not able to get the supplies in. Again only an apology but nothing could be done to help me in the process. The sales rep stated I would have a refund in 2 business days and would see the funds back in my account within 2 business days. Today is business day number 2 and the order still has not been cancelled. I reached back out to Wayfair and was told that the request to cancel was placed and that they weren't even sure it could be cancelled because it is being made and it is up to the manufacturer to cancel or not. I am very upset because I should have to wait this long and I was told improper information. I just want a full refund of my money. I keep being told nothing can be done and I am very frustrated. At this point, I will not be purchasing from Wayfair again.

  

  Business response

  11/12/2021

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order.
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, the customer's order has been deemed lost in transit and failed to arrive at our local delivery terminal. We initiated a dock search to locate the merchandise, the sectional was not found. We agree with the customer the delay in the replacement ordered is unacceptable.
  
  We reached out to the customer to further apologize and to facilitate the cancellation for a full refund of this merchandise. If the customer has any additional questions, they may contact *************************** at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  Wayfair.com

  Customer response

  11/12/2021

  [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,
  
  ***********************

• Initial Complaint

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Wayfair owes me almost 3 years back pay. I've been fighting for it for months. I need help getting the money the owe me. They've been shorting me $2 on the hour for almost three years and they won't fix the issue. They adjusted my pay for future paychecks but they haven't paid me for all time I've already put in.

  

  Business response

  11/12/2021

  To Whom It May ****************** sincerely apologize for the frustration this employee has experienced.
  
  We regret the employee has needed to reach out to the Better Business Bureau for assistance in this concern. Wayfair takes this seriously and asks that ************** reach out directly to ***************** regarding the concerns he has expressed with payroll. Wayfair also supports our employees with the option to report their concerns through a compensation inquiry ticket where he can have his concerns addressed.
  
  We hope this information helps resolve the complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  11/01/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a pair of nightstands on October 29th and these were promptly delivered on October 31st by FedEx.These nightstands were purchased as part of Wayfair's open box program. My understanding is that Wayfair's open box items are typically returned merchandise that have been inspected and certified to be free of damage before they are resold at a discount. The nightstands I purchased were marked as non-returnable. On receiving the nightstands and opening the box I immediately noticed that the units were already assembled and had both been packed in the same box with very little padding in the package, other than some styrofoam edge padding.On inspecting both units the following was noticed:1) Numerous nicks, dents and scratches on both units. Photos of the damage attached.2) The colors of the nightstands are a bright white. The color of the nightstands shown on the product listing page is clearly a creamish/beige shade of white. This is a material misrepresentation of item color.I immediately proceeded to email Wayfair to request an exception to their return policy on the basis of damage and the discrepancy in color. This was denied. Instead I was offered a small credit, which I did not request. I also called Wayfair's customer service to explain the issue, but again was denied.I acknowledge the return policy. However there was damage on both units and the difference in color is a material misrepresentation. On that basis I believe Wayfair should make an exception to their return policy.I appreciate anything you can do to bring this to Wayfair management's attention.

  

  Business response

  11/04/2021

  To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order.
  
  We are proud to offer our customers our 30-day return policy. Per our return policy, shipping costs are deducted from the customer's total refund if they prefer the refund back to the original payment method and they use the return shipping label we provide. However, there are several items which we are not able to offer returns, these items include Clearance items or Open Box items.
  
  As this item was purchased from our Open Box products, we were unable to offer to set up a return. After further review and speaking with the customer the item had arrived damaged. We have processed a full refund on November 2, 2021.
  
  We reached out to the customer to further apologize and offer assistance with their refund. If the customer has any additional questions, they may contact ***************** at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer response

  11/05/2021

  [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,
  
  ***********************

• Initial Complaint

  11/01/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Hello, I was initially issued back a credit for $101.94 on 10/6/21. As of today 11/1/21 theyre trying to charge me again for an old transaction in September that was already paid for. I also reached out to their customer service again and they were not helpful this afternoon via email.

  

  Business response

  11/04/2021

  To Whom It May ****************** apologize for the experience the customer has had with their order. In the complaint, it was listed as order number **********, however, our records indicate that the issue is for order number **********.
  
  On November 2, 2021, we were notified by the customer's financial institution that the customer has filed a dispute.
  We have confirmed that as of November 2, 2021, the dispute is active and we are currently awaiting a response from the financial institution.
  
  Due to the legal nature of disputes, once a dispute is filed, a resolution to the dispute must be completed with the financial institution. Wayfair is only able to issue a refund to the customer via Store Credit or process a check when we are able.
  
  If the customer has any additional questions or concerns, they may contact *********************** at **************. We hope this information is helpful in resolving the complaint.
  
  Sincerely,
  
  Wayfair.com

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I am filing a second complaint against Wayfair because the first complaint I filed (********) was marked as "closed" because I did not "provide a response." The reason I did not respond to the complaint is because it is STILL being worked on and is UNRESOLVED.On August 15th, I ordered a bedroom set consisting of the Rynn 6-Drawer Dresser, the Justine ******** Nightstand, and the ********************** Unfortunately, when the boxes for the dresser delivered, it was missing 3 pieces and an extra piece came with it that did not go with the dresser. Over the course of the past 11+ weeks, I have contacted customer service OVER TWENTY times and have been promised several times that the issue would be resolved. THREE separate times the same issue occurred in which the replacement dresser arrived missing the pieces I need (D11 and D12).I cannot fathom why it is so difficult to have a warehouse ship THREE pieces of a dresser. I keep being told that someone is working on it, yet my calls are not returned and my questions are not answered. Without a doubt, this this has been, BY FAR, the worst customer service I have ever experienced in my 26 years living on planet earth. If you want have your day ruined and dreams crushed, just head to www.wayfair.com right now and buy a piece of furniture. You'll be sure to receive only 3/4 of the pieces you need and you'll have give up an arm and a leg just to talk to a competent customer service representative who will blow sunshine up your a** by telling you "it will be taken care of."Lord have mercy on this god-forsaken company.

  

  Business response

  11/04/2021

  To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
  
  The customer placed their order for the ***************** ******** Bed on August 15, 2021. The customer contacted us to notify us their delivery arrived and was missing D-11 and D-12. We agree the delay with receiving the correct replacement parts on their order is unacceptable and will be addressing this internally.
  
  A service specialist has been working with the customer to resolve the issue. We confirmed the missing part is estimated to be delivered on November 9, 2021. If the customer has any additional questions, they may contact ********************* at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com

  Customer response

  11/09/2021

  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. 

  [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
  
  

  To Whom It May **************** reject the response submitted because my complaint has yet to be resolved. To clarify, it is the pieces for the dresser I am missing (D11 and D12), NOT the bed frame. I was informed that the missing pieces were estimated to deliver today, 11/9/2021. According to the ***** Tracking (************), the estimated delivery date is now pending. The only thing that has been completed was the shipment information was sent to ***** on 11/3/2021 at 5:26 AM. It has officially been 12 weeks and 2 days since I placed my original order for this furniture. My patience continues to dwindle each day as I wait for the pieces to arrive. Hopefully this will be resolved in a timely manner.

  Regards,

  *************************

   

   

   

  Regards,

  *******

   

   

  

  Business response

  11/18/2021

  To Whom It May ****************** sincerely apologize for the experience the customer has experienced with their order.
  
  We are working directly with our supplier warehouse on getting the replacement parts shipped to the customer as quickly as possible. 
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers and look forward to helping find a positive resolution for the customer. We have reached out to the customer to further apologize and offer assistance with their purchase.
  
  In order to help find a resolution, we invite them to contact ********************* at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer response

  11/27/2021

  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. 

  [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
  
  

  To Whom It May **************** reject the response submitted by Wayfair through BBB because I still have not received the missing pieces to my dresser. To clarify, these are MISSING parts, not REPLACEMENT parts, because you cannot replace something you never received in the first place. The only positive action that has been taken since my previous rejection is the fact that I received a full refund for the dresser, which makes me feel a little bit better considering it has been 104 days since I have placed my original order. I do appreciate the customer service I have received from ************ because I do believe she is doing what she can to get in touch with the supplier. The probable root cause of this issue appears to be a serious lack of communication and competence by the supplier since they cannot seem to be able to ship correct parts when allegedly there is inventory available to do so. This complaint WILL REMAIN OPEN until the day I receive the correct pieces for my furniture. If there are any questions or concerns, please reach me at **************, or send an email to *************************** I remain cautiously hopeful this issue will get resolved...one day.

  Regards,

  *************************

  

  Business response

  12/02/2021

  To Whom It May ****************** sincerely apologize for the experience the customer has experienced with their order.
  
  We have worked directly with our supplier warehouse on getting the replacement parts shipped to the customer as quickly as possible. We have processed a full refund back to the customer and offered a discount and assistance on the purchase of a new **************** ****'' W Double Dresser or a similar item.
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers and look forward to helping find a positive resolution for the customer. We have reached out to the customer to further apologize and offer assistance with their purchase.
  
  In order to help find a resolution, we invite them to contact ********************* at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer response

  12/11/2021

  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. 

  [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
  
  

  To Whom It May ******************** several months of patiently waiting for the missing dresser pieces to arrive, a shipment from Wayfair FINALLY showed up to my home. However, I was extremely disappointed to discover that it was not the three pieces I need to complete my dresser, but rather a bag of hardware for the bed frame. Words cannot truly grasp the complete dissatisfaction I have had with this entire experience with Wayfair. It truly boggles my mind how after all these months of going back and forth via email and phone calls and wasting so many hours thinking about the dresser, they still could not get it right. Yes, I received a refund for the dresser, and yes, I was offered a measly 15% discount on another dresser that will most likely show up with the wrong pieces. But I am still left with pieces that accumulate to two and a half dressers in a addition to a box with half of the pieces for a bed frame. Now I have to go through the trouble to throw away all of the pieces since it cannot be properly assembled. With everything I have been through, Wayfair should be sending me a FREE dresser, or at worst a 50% discount on a different dresser. A 15% discount will not cut it. At this point, I do not want any further apologizes from Wayfair as a result of what has occurred over the past four months. Instead, I will take matters into my own hands and reach out to the supplier myself to see if they will actually do something for me. In the meantime, this complaint WILL REMAIN OPEN as I open a complaint with the supplier. Hopefully Wayfair will do the right thing and send me a free dresser because quite frankly, I have been extremely patient and civil throughout this entire experience and I deserve better.

  Regards,

  *************************

  

  Business response

  12/16/2021

  To Whom It May ****************** are actively working towards a positive resolution with the customer. 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

  Customer response

  12/27/2021

  To Whom It May ******************** months upon months of waiting for the missing pieces for my dresser to arrive, it finally dawned on me that I was never going to receive these pieces from the start. The sheer lack of competence that has been displayed has been nothing short of astounding. To think that after all this time, no one was able to get the job done and send me the correct pieces is beyond disappointing. As a result, I decided to take matters into my own hands. I bought the wood myself and recreated the pieces to the best of my ability and was able to make it work. Attached is an image of TWO completed dressers since I received two replacement boxes, as well as box for half of a dresser that cannot be completed and a box for half of a bed frame sent by Wayfair that I have no need for. Now I have the unfortunate responsibility of throwing away perfectly good pieces that I cannot utilize.

  Even though this response will be marked as "Accepted" and the complaint will be "Closed," please understand me perfectly clear when I say I will NEVER shop at Wayfair for the rest of existence on this earth. I will do absolutely everything in my power to ensure everyone I know and every family member of mine, including my great-grandchildren, that they will NEVER shop at Wayfair. This experience has been nothing short of the biggest waste of my time that I have ever experienced. Bottom line, when it comes to Wayfair, it ***** to ****. Thanks for nothing.
  

  Regards,
  
  *************************
  
  

  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.
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  PurchaWayfair Order #**********se Oct 26,2021 Wayfair Order #********** MY QUESTION: Now that I'm stuck with this ****, how is the extra warranty going to work since they are not the brand ordered and not the brand I paid for extra warrantys? Should something happen that I need to have repair etc., am I going to be told NO BECAUSE ITS NOT the furniture you bought the warranty on?As I have written prior, for the 4th and 5th items that I have bought from wayfair, they were switched on me yet they are telling me that even though the brands are different, the items are the SAME and they just call them something different?I purchased a Red Barrel 82 inch ********************* leather reclinging sofa and recieved a Life Style 77 inch sofa I purchased a Tiphonnet 38 in wide Lift assist standard recliner rocker and recieved a Life style recliner , no rocking capability.I rely heavily on reviews for large items as once we have them it's too much for us to deassemble , repack and return.They were both reviewd as SO COMFORTABLE but are in reality hard as rocks.I feel there was, same situation as my rugs, a bait and switch .I told the delivery guy the Life style items are NOT WHAT I ordered and paid for so he called the wayfair. They told him they ARE THE SAME ITEM. When asked why are they life style when I ordered Red Barrel 82 inch sofa not 77 inch, and reliner that rocks no stable and they told him "They are the same items but we call them something different"

  

  Business response

  11/04/2021

  To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
  
  The customer ordered the Toader 82" Faux Leather Pillow Top Arm Reclining Sofa and Tiphonnet 38" Wide Manual ******************** Recliner on 10-05-2021. The customer contacted us on 10-26-2021 to report receiving the item with a different brand name.
  
  Wayfair's exclusive brands help our customers to shop cohesive looks and styles in a user-friendly way. We work with many suppliers and manufacturers to create products for our exclusive brand, which is why product names can vary. Though items may arrive in the manufacturer's packaging, it is the same product displayed on our website. We work with many high-quality manufacturers to source products for our brands.
  
  We have reached out to the customer to further apologize for any confusion and are working to help and offer a discount on their order as a courtesy.
  
  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

  11/04/2021

  [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,
  
  ***********************

• Initial Complaint

  10/31/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Sat, Oct 9, 2021 at 6:18 PM ************************* <**************************> wrote:I was looking at self adhesive wallpaper on the website, not finding a print I liked, I clicked on similar items. The choices were overwhelming but I thought I picked a great one, only when I received it, it wasn't self adhesive. I called customer service and they were great, helped me set up a return and I returned the item. When I got my first ****, the shipping charge wasn't returned, I called customer service again, and a lovely rep reversed the shipping charge and gave me a coupon for my trouble and inconvenience. I get my ****, no credit and now a late charge. Frustrated I called both the credit card to set up a dispute, they transfer me to customer service and now the represetative are rude, accusing me of lying and unwilling to credit my account to make it whole. I've called several times and been on hold over 30 minutes everytime which is rediculous. I would like my account charges reversed and zero balance on this account.I then filed an original complaint and received an email back from customer service that they reversed the charge and said I have to call back to get the $2 reversed on the fee charge, I call the number they give me and they say they can't waive the charge and that I have to contact wayfair, get transferred then get disconnected. This is absurd, and now this charge has increased from $2 to $4. I would like my account to balance to zero and be done with this, it has been such a waste of my time.Account ending in **** ***************************************

  

  Business response

  11/01/2021

  To Whom It May ************************ apologize for the experience the customer has had with their order.
  After speaking with the customer and the financial institution today, we were able to get this matter resolved.
   
  If the customer has any additional questions or concerns, they may contact ***************************** at **************. We hope this information helps resolve the complaint.
   
  Kind Regards,
   
  Wayfair.com
  
  
  

• Initial Complaint

  10/31/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 Avondale sofa's for my living room. Wayfair only had one in stock and charged me for it immediatly. When their stock replenished, two weeks later, they charged me for the second Avondale sofa. Hence, 2 Avondale sofa's were purchased on separate dates, even though they were delivered to my home together. After inspecting the 1st sofa (before unloading the 2nd) I immediately saw the color on the sofa legs was silver and not the light wood as described. I called the company and told them both sofa's needed to be returned. The company instructed me to tell the drivers to take both sofa's back. I put the driver on the phone for confirmation. The company (perigold/wayfair) has since reimbursed me for ONLY 1 of the two sofa's. I have spent many hours writing letters with all the events and documentation of all the supervisors that have tried to help. One supervisor, Ryan, even sent me 2 ARN numbers showing that an attempt was made by Perigold but never followed thru on. I had a three way conversation with the bank (Merrill Lynch) and Perigold and myself. Yesterday I received another email from Wayfair stating they already paid me back for one sofa. Of course I know that they paid me back for one sofa. The problem is that they have not refunded me for the 2nd sofa. Wayfair has the 2 sofas that I purchased and returned, yet they only reimbursed me for one. I am owed $3631.65 (It's as if wayfare glances over the fact that there were 2 sofas, never taking the time to process the 2nd one!!) Once again, I acknowledge that they reimbursed me for ONE Avondale SOFA. However, I have NOT RECEIVED reimbursement for the 2nd Avondale SOFA This issue HAS been addressed by my bank. The bank informed Wayfair that only one of the ARN numbers wayfair provided was factual. The other ARN number does not exist at the Bank. Wayfair would know this if they looked at all the facts. And all the mailings they received Regards, Irene Machel Suits

  

  Business response

  11/04/2021

  To Whom It May ************************ sincerely apologize for the experience the customer has experienced with the refund on their order. 
   
  We strive to ensure all order issues are resolved to the satisfaction of our customers and look forward to helping find a positive resolution regarding this. We have reached out to the customer to further apologize and offer assistance with their refund. 
   
  In order to help find a resolution, we invite them to contact ************************* at ************. We hope this information is helpful in resolving the complaint.
   
  Kind Regards,
   
  Wayfair.com
  
  

  Customer response

  11/08/2021

  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. 

  [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.
  
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