Lucy B Raw

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Verified Reviewer
| map-marker Martock, England

Missing order, slow and dismissive customer service

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My experience with Wayfair has been absolutely awful. I ordered a desk on the 19th October with an estimated delivery date for the 29th.

It still hasn't arrived as of this evening (11/11/23). Obviously I know it is est. date, but I had no updates on the tracking system at all beyond that it had been dispatched. The tracking history implied it hadn't been successfully picked up by the courrier so I contacted via their chat function to find out where it was.

I was referred to a specialist solutions team to locate it, which I was told would take up to 48hrs. 72 hrs later I contacted them again after no update, at which point they flagged the investigation and I got a reply saying it had been located and dispatched on the 8th of November. In said update they advised me to track the parcel online, but when I tried to, the order number no longer existed in their system. Which leads me to believe they lost my parcel and re-ordered it without updating the info.

This afternoon I sent a direct email to their customer service expressing my frustration and asked for them to resolve the issue.

I was sent a (admittedly speedy) reply full of platitudes such as "we're sorry this happened" and "customer satisfaction is important to us" but the email did not address any of my concerns, even saying "you can track your order online". I can't, that was the point of the email.

I have again been referred to the solutions specialists with a promise of an update within in 5 working days.

I shall have to wait and see if it is resolved but I'm yet to experience the "excellent standard of service" they claim to want to deliver...

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Preferred solution: Price reduction

User's recommendation: DO NOT USE

Verna S Hxn

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Verified Reviewer

Order not received

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Order no: 397991**** should have been delivered to me last Thursday and I am still waiting!!!

Tracking with Evri just says delayed which is not good enough and they are impossible to get through to.

Please investigate - this was to be a birthday gift and is now well overdue and no explanation or reason for delay.

If this isnt resolved very soon I would like a refund and if your chosen courier is Evri I will not be ordering from Wayfair again as it is impossible to find out where the parcel is.

Please respond as soon as possible.

Very dissatisfied customer

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Pros:
  • Good choice of products
Cons:
  • Courier is evri - awful

Preferred solution: Deliver product or service ordered

User's recommendation: Don’t order from companies who use Evri - totally unreliable and impossible to contact

Raymond C Zqo

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Verified Reviewer
| map-marker Glasgow, Glasgow City

Order number #340779****

I orderd a wardrobe from you.and payed an extra

£103 for it to be erected at my property this angi

Pro company have now cancelled on three occasions this isn't what i expected from wayfair

If this isn't sorted out today i wish to teturn this wardrobe and get a full refund of £103 to my account. Your Raymond Cowgill

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User's recommendation: Don't buy anything from wayfair

Anonymous
map-marker Oxford, Oxfordshire

Poor service delivery

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My delivery had no items item check llist, a lot was missing when my workers came in to assemble the equipment. I had to pay them money as I had contracted them and I asked them to come back when missing items had been delivered.

It took me more than an hour to get to talk to someone. I was then promised to receive the missing items in a week but got an email stating its delayed. I took time off work to wait for the delivery on the promised day only to get an email asking me to send the item numbers and names after telling them I had not received an itemised list. Its now been a month and we are getting into Xmas with my house in mess.

I regret this purchase. A few friends of mine informed me about their similar bad experience.

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User's recommendation: Buy from Wayfair as last resort.

SIOBHAN D Bmd

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Verified Buyer
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Verified Reviewer

Order not fulfilled

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Wayfair UK - Order not fulfilled

Order placed on 10/9/23 with estimated delivery 14/09/23. Still not delivered, or even showing as dispatched on 22/09/23.

Can't speak to anyone over the phone, just chat. Told 5-7 business days for my query to be dealt with by internal investigation team.

Asked for IMMEDIATE refund and that too takes 5-7 business days!

AWFUL customer service. I will never use Wayfair again and will always dissuade others from doing so too

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Loss:
$3998
Cons:
  • Dreadful customer service

Preferred solution: Full refund

User's recommendation: AVOID,AVOID & AVOID

Anonymous
map-marker Dublin, Leinster

Parcel ordered 2 month ago not arrived

Hi. Expect to hear from my solicitor if i dont receive my parcel in the next 3-5 days .

2/3 parts delivered, my daughter was left disapointed because it didnt arrive for christmas despite delivery times saying it would be delivered at latest 12th December.

Still no update and its January. Im disgusted and will he taking legal action

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Ekaterina Pwr

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Verified Reviewer

Deliver 26 items on the same day.

Hi,

I intend to place an order for 26 items (£2970). Since Im overseas now and these beds, sofa, dining set,bedding etc should be delivered to my apartment before I arrive there.

I have to hire a person helping to receive them in my apartment.

He is only able to help in 1 day.

Is it possible for you to help arrange deliver all items on Dec 18?

Im looking forward to hearing from you. My email is annblk858@***.com

Thanks,

Ann

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Preferred solution: Deliver product or service ordered

Fermina Gcb

Complaint

Its regarding fa chest or draws I ordered a while ago. The reason I did not complain earlier is because I did not open the box for months. The number is not working can someone call me please 077426****

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Preferred solution: I’m planning to get rid of the draw I got I’ve given up trying to fix it and just get another one

Joanna D Mqy

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Verified Reviewer

Return of goods July 18th 2023 No refund recieved

Return of goods July 18th 2023 No refund received. Constant email advising to wait 10 days from return to warehouse.

It was confirmed on July 18th?! but still no refund processed.

I am still waiting for my refund of £252.98. I would like a response asap.

Regards

Joanna

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Loss:
$253

Preferred solution: Full refund

Piotr Wpu

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Verified Buyer

Wrong order

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Wayfair UK - Wrong order
Wayfair UK - Wrong order - Image 2

Choose wrong order, when I called, I did get the help I wanted and was inconveniencing always. I had to return back the item. I had to print the label

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Cons:
  • Last customer service call was great

Preferred solution: Full refund

User's recommendation: Not now

Anonymous
map-marker Beckton, Newham

Excahnge

Megan was excellent customer service personnel who dealt with my query promptly. She is very professional and understanding towards customer service.

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Anonymous
map-marker Wolverhampton, Wolverhampton

To complain about a bed which arrived with parts missing and also having put most of it together realised they had also sent the wrong size. Double instead of small double 4 ft.

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No problem with customer service they were helpful but would not order from wayfair again. Sending the wrong size with parts missing is ridiculous.

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User's recommendation: Beware!

Lord Colin B

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Verified Buyer
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Verified Reviewer
| map-marker Stoke On Trent, England

If i could offer a "0" I would.

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Wayfair UK - If i could offer a 0 I would.

Sent the wrong item, refused to expedite delivery of the correct item, refused any compensation for waiting in and wasted time, refused any contact with a Manager.

Complete apathy that they were int he wrong and a couldn't careless attitude.

All in all shoddy customer service and would never use again!!!DO NODO NOT USE

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Loss:
$100

User's recommendation: DO NOT USE - CUSTOMER SERVICE AWFUL - POOR AND SHODDY

Anonymous
map-marker Preston, Lancashire

Damage orders

We called about the product we recieve damage cartons and warsrobe iswell but nów is everything done

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Anonymous
map-marker Walthamstow, Waltham Forest

Your shed plastic claims to be 7 ft by 4 ft your diagram shows it to be 6ft by 4 ft which is it

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as above john Hugill 0759039****

I wanted a reply to ,my question any company that is not forthcoming with its phone number and manned by a person and non existent Email --means I am not interested in you and I will go elsewhere . And you cannot be bothered to talk to me I believe you are USA based so I expect that arrogance.

I just wanted the true dimensions of thego elsewhere shed

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User's recommendation: go elsewhere