Do not buy from Wayfair

[Nogg]

Can I report Wayfair to trading standards or take legal action.
I purchased a dining set with table and six chairs. was supposed to be in stock and delivered two weeks ago. Now they say they can’t deliver and are trying to say it is a mistake on the listing and it’s only the table ( £1600 which was 49% sale ) For a table they themselves are selling for much much less.
they seem to be incompetent, disinterested and verging on scam artists!
I have reported them to PayPal buyer protection.
can you report them to trading standards?
they have all my money and you can’t get customer service to do anything. I would recommend no one buy anything from them!!

I can assure it’s not my mistake it’s Wayfair incompetence that is the issue

I worked for a company who supplied to Wayfair.

What happens is you put in an order with Wayfair but a third party will fulfil the order on their behalf, doing all the labels and paperwork in their name. If you have an issue with delivery you then end up with a fourth party - furniture is particularly prone to courier damage / delays from what I know due to its size so it's something of a risk to be buying furniture in this way.

This makes it really difficult in terms of putting it right if there is a customer service related issue. Wayfair then become the middle man and they have to call their supplier and if an answer isn't forthcoming from the supplier (often cos they can't get an answer from the delivery company), you are stuffed because there's little Wayfair can do in terms of delivery and products being in stock. The most they are able to do is to do refunds etc because they don't physically have the goods.

Wayfair were dreadful to deal with as a supplier. If we had a problem we couldn't get in touch with someone competent at their end either. They are a shit call centre not a furniture company. As they are a call centre, they will just phone you off and you face dealing with idiots and it's pot luck whether you ever get through to someone who can be bothered to sort it out.

I wouldn't touch them with a barge pole due to their customer service - buy furniture from a furniture store not online (unless it's someone like IKEA who don't outsource). But to cap it all, the mark up on goods compared with other companies selling the exact same stuff (under a different name) is astonishing.

Contact them via social media, it's worth a shot at least. It sounds like the listing was incorrect, this isn't your problem but if so they can't magic chairs out of nowhere, are the chairs available separately even?

The table coats a lot less ( they are selling
the table on its own themselves so they know their offer of 15% is a ridiculous offer).
I know they can get the chairs from the supplier because I could by them from elsewhere.
they just won’t or can’t be bothered to sort it out.
never met a company so rubbish tbh

Costs I meant

If you reach a deadlock with them, there is a furniture ombudsman who can step in and help

Sorry for your negative experience op. I have ordered a few things and always found them really reasonable and helpful, maybe a case of getting the right person?
I ordered a dining table which arrived damaged. I got a full refund and to keep the table. Couldn’t believe my luck as the damage wasn’t horrific and the table lasted me a couple of years. We had just moved in our house and money was tight so we’re happy to keep our scratched table!

Sorry you had a shitty experience OP. I had a situation where I had ordered a toddler table and chair set and it had come with parts missing. They sent out a replacement and courier to collect the other one. Absolutely no issues with giving me a refund if I sent back the original product. I wouldn’t order from them again, simply because of all the faffing about.

It is likely to be [email protected], [email protected], [email protected], or [email protected]

Most likely the last one, but no harm in sending it to all of them.

why did you pay someone to put it up if you weren't happy that the chairs didn't come with it? I'm sorry this is incredibly dramatic. If I was going to spend £1600 on a dining table I'd have probably gone somewhere like oak furniture land for peace of mind.

@Nogg I've recently had a very bad experience with Wayfair, after previously using them several times without problems.

Wardrobe costing well north of £2k, first order cancelled by Wayfair without reason and advice given to reorder, which I did. Seven months later and order is delivered but as soon as 2-man delivery was complete, I get an email informing me that several parts were missing and they are unable to say when they could be supplied.

Contacted Wayfair to reject delivery (all packages unopened) and they sent DPD to collect. Courier took one look and said he was rejecting the job as his paperwork stated one 800gm package instead of about 400kg in ten large boxes.

I contacted Customer services so many times I ended up on first names with about four people. Meanwhile WF refused any refund until packages were returned because "it's a high value item" (even though they acknowledged that the wardrobe couldn't be assembled with four boxes missing).The farce continued with collection men being sent to the wrong address hundreds of miles away, TWICE. After almost a year since ordering, last Dec the packages were finally collected ... now waiting for the refund saga.

I won't use Wayfair again. Even though their customer service staff were polite and appeared helpful, they were also shockingly incompetent.
Brace yourself OP!

RTFT. OP had already said why - they originally told her that they would send the chairs within a week and then backtracked.

Just get your friend to help you repack it, have them collect it and refund you the money.

Much less stress than getting so upset.

logicisall
this is a terrible situation.
I can’t believe they are allowed to operate like this. If they are in beach if contract don’t they have to refund. I’m hoping the PayPal buyer protection will cover me.

You can google to find the ceo of a company OP. I have emailed the ceo of different companies three times and had a satisfactory outcome although my complaints weren't based on purchases but rather bad customer services for other reasons. I understand your annoyance!

Breach of contract

I bought a bed with mine and my husband’s Christmas money from wayfair l. Got told it would be delivered the following Monday! Only got them to keep changing the date of delivery to finally march. It took many emails and online chats to get it sorted out still to no avail so I took to commenting on their Facebook page the lady from the social media team got my refund sorted straight away and was brilliant. But I will not be purchasing anything from them again in the future

If you paid by credit card phone them and explain what's happened. They will label it a dispute and Wayfair won't get their money until it's sorted, and it won't appear on your credit card bill until you tell them the issue is resolved.

Damn - just noticed you used PayPal. Twitface. That's me not you obviously.

Just to reassure you, I always now use PayPal to pay if it's an option. I have opened a dispute with 2 different suppliers in the last year via PayPal and got my money back both times.

First one was Everton football club, ordered a present and paid for next day delivery, it never turned up. Asked them for a refund and they refused to refund the postage just for the item. They were terrible. Got that back.

Just eat sent an order wrong, £12 of items missing. They credited my account when I asked for a refund and refused to do anything about it. So ended up getting the money back via PayPal and the credit on my just eat account.

Both times it took about 2-3 weeks so I would open a dispute now. Seems a black and white case in your favour I would say.

Oh get off your high horse. I'm sure you wouldn't be annoyed at all.

This.

Unfortunately these set ups seldom have good customer service when things go wrong, but I've always been very happy with their service.

I also had drama with Wayfair and their shit customer service.

I received 2 damaged items, but it wasn’t visible till you opened the boxes as it had obviously come open, been damaged and been taped back up in the box. One had a bloody footprint on where someone had stepped on it! Took lots of photos and messaged their chat asking for a refund.

‘I can only process one refund as you’ve ordered 2 identical products’ Er no, I want a full refund for both products!

‘Ok, let me get IT to look into this, once it’s fixed, we’ll email you’.

A week goes by, I message again. ‘Your refund is X (50% of the price for one item). No, I paid Y. I have the original emailed invoice and my online banking statement, I want a refund and a return for both.

They’re insistent I did only pay X. The first agent had taken the first item’s cost off my invoice on their system, without arranging a collection or refunding me, so the second agent said she can now only refund me 50% of the remaining total as the invoice still says 2 items and she still can only process a return for one item. Round and round we went, until their chat line closed and they cut me off! 3rd time lucky, I asked for a manager straight away. Got it sorted but my god the frustration and they were practically calling me a liar.

I nearly pulled my hair out sorting it all out, never buying from them again!

Thanks I have opened a case with PayPal. Hopefully they will freeze the money out of Wayfair’s account which may give them an incentive to sort it.

I’d be annoyed about this, you have paid a substantial amount of money. As others have said ignore the negative comments and take forward some of the good constructive ones.

good luck