Kevin K.

In an attempt to make this negative review short and informational I will summarize my experience with Joss&Main or Wayfair over the past week. I ordered a table online and the shipping details were not available until after checkout. I completed the order anyway only to get an email saying my item would ship in 3-4 weeks to a 3rd party for them to then call and set up a delivery time in 1-2 weeks. Since I didn't want to wait over a month I called the next day to cancel the order. A side note, I got the same table for $150 less and delivered in 1 week from overstock.com.

The following is a string of dealings with Wayfair:

Called to cancel within 24 hours, their policy states 48 hours for a full refund. Gentleman who helped me was nice and said he processed the cancellation and the hold would be removed from my account.

I then get an email saying I cannot cancel my order because it was outside of the 48 hour window and I would still be charged. I called back and the female who helped me was nice and apologetic and promised everything was ok and the hold would be removed from my account.

I call back again days later since the hold is still on my account and I am ensured it will be removed by another customer service rep. It was in fact removed the next day only to be put back on the following day...

I then get an email saying my item is ready for shipping! I call them to ensure it does not ship as it was cancelled a week ago and asked why it was still being processed. Of course the hold is still on my account so I want to make sure they don't charge me and ship the item. The lady I spoke with said she will make sure it doesn't get delivered and will remove the hold on my account, notice a trend here!

Believe it or not, my item shipped! I called again and they tried to tell me that once shipped, the items cannot be returned. After some "investigating" on their part and reviewing the multiple notes on my calls they send another email basically stating they normally charge but will be so kind to not charge me this time... Of course, they said the hold will also be removed from my account.

That brings me to today and they removed the hold but the only problem is they turned the hold into an actual charge! Yes, charged my account the full amount. I call again to see what the hell happened and get told that since it was cancelled after shipping, they charge the card once it ships. I am now blue in the face telling them it should never have shipped as I cancelled it a week earlier and spoke to 4 people at this point.

I now have a refund for $150, the cost of shipping by the way (maybe from China?). This is only part of the refund since apparently they refund in different increments and not at once. Still waiting on the rest of the money to be returned.

This was a long story that may be difficult to follow but yes the twilight zone is real.