Wayfair - customer service

[custardbear]

Hi
Does anyone have any experience with this company? We bought an item from them about 7 months ago. It was 'ok' albeit slightly cheap looking parts. DH put it together but there was 1 part that was long and thin and was cracked when it arrived so I sent photographs and was offered a replacement part.
Part came about 6-8 weeks later. Took a few weeks to get around to emptying the cabinet to put the new piece back in place - except It was completely the wrong part - large side panel and clearly not the bit I'd photographed. They apologised and asked me to send another photograph of the broken item, which I did and they reordered the part. They sent the copy of the order, I queried it saying it sounds like the wrong part again, it's not the side panel but a front panel - they said it was the correct piece, but to see when it's delivered. 8 weeks later the new part comes - it isn't even a part for that range of furniture - Completely different.
I'm starting to get fed up now - is this usual? I've asked for a call from a manager to sort it out - I'm very disappointed with my experience

Anyone?

I've bought a couple of items of furniture from them - a console table and a side table - and I thought they were good quality for the price. They arrived promptly as well. Maybe you've just been unlucky, I hope you get it sorted.

I brought a cat tree - they sent me the wrong one, it was absolutely massive and not really what I wanted. I phoned them and they refunded me in full and told me to donate the other one. I thought it was really good customer service. I took it to the local RSPcA and they were very happy with it!

I ordered a wardrobe from them. Bottom two draws do not work at all, the runners are too low (clearly the pre-cut holes for the screws are in the wrong place). Didn't want to telephone them as I like correspondence in writing. I went through a complaints company who send off all the information on your behalf with your wishes for the outcome. Got a very prompt response from Wayfair agreeing to the part refund I requested. I think they were anxious that I had gone through this other company, as they could escalate it for me if needed.

Sounds like a total shambles.

We got a desk for DD a couple of weeks ago when it came it was marked and had small chips on it did not look as new.

I contacted them straight away via the website and have to say they were fantastic.

They offered a discount if I wanted to keep the desk. I declined as I wanted a replacement and they sent it in 48 hours.

They also said i could keep/dispose of the original desk so we gave it to a friend as was fine if not expecting as new.

It was the first time I had used them, I probably wouldn't use them again but can't fault their customer service.

I had a similar experience to crazy cat lady. I bought a TV stand for £200. It arrived with the slightest crack in so I asked for an exchange. I almost felt bad complaining because it was barely noticeable but I knew it was there and it cost a lot to me. They sent a new one out next day delivery and told me to do as I pleased with the other! This was in lockdown 1 though so I did wonder if it was just because of the situation at the time that they said keep or whether they do it normally anyway

Lol @Crazycatlady83 - I'll bet the TSPCA loved you 😻
Thanks everyone inthink it's bad luck but it's just been dragging on and they've not listened - very disappointing - had a message to say they'll correspond by email but that's at least in writing then
I'll see what they say tomorrow 😁👍