Philip C.

Wayfair has good rugs and at good prices but working with customer service on problems is not worth ordering with this company.

On my second rug order I ordered 2 small rugs. One arrived no problem. The second rug was not the rug I ordered. Called Customer Service and started working with a very nice Customer Rep # 1 in their Bangor, ME office, who asked me to email him a picture of the rug I received. I sent him a picture of the rug and the label on the back. He agreed with me this was not the rug I ordered. After a little research told me that the rug I ordered and the rug sent shared the same SKU number in their system. I asked to to find out if they still had the rug I wanted and to get back to me by phone or email. I suspected they no longer carried the rug I wanted. He promised to get back to me and that was the last I heard from Rep # 1. Instead 3 days later I received another box containing the same wrong rug I already had. So now I had 2 wrong rugs and no idea if I would ever get the rug I actually ordered. I left voice mails and emails for the Rep #1 but after a week I had received no replies. I called the main number and got Customer Rep # 2 in their Texas office. I explained my problem and she could see the photo I sent to Rep # 1 and agreed they were not the same rug. She told me Rep # 1 had been out of the office for the last couple of days but would be in the next day and she would leave a message for him to get in contact with me. I waited 2 more days and no contact from Rep # 1. So called again and asked for a supervisor. Customer Rep #3 also in the Texas office assured me that she could solve whatever problem I had. I told her I prefered not to explain my problem over and over. I wanted a supervisor who would assign my issue to someone who had the knowledge and experience to solve my issues. But Customer Rep #3 insisted she would be that person so I told her the complete story. She could see the pictures I had emailed to Rep # 1 and also agreed they were not the same rug. I asked her to research the issue and before she did anything contact me and give me the answer to 4 questions. I told her that as I had asked Rep # 1 I wanted to work with them to solve the problem and so don't keep me in the dark or try to resolve the issue until we could agree on a solution.

Here are the 4 questions.
Q1. Do they still have the rug I want available?
Q2. What is the price for the wrong rug they sent me? (I might want to buy one of them.)
Q3. What is their return process so i could return 1 or both of the wrong rugs sent me.
Q4. Rep # 1 did something to my account that showed a partial refund had been issued. However no refund had been received by me. So I wanted to know what was going on with this. Was it real or just a fictitious entry.

The next day I received an email from Rep #3 saying she contacted the supplier to find out if my rug was still available and sent an internal Wayfair ticket to make my issue a priority to be solved. I waited 2 more days and received an email from Customer Rep # 4 (who I had never spoken with at all). Rep #4 told me that I was mistaken and the rug they sent me was the right rug all along. (Imagine how embarrassed I felt causing all this problem because I was just too dumb to realize the rug I wanted and the rug I received were the same rug.) Rep # 4 explained that the rug pictured was a full size rug and the rug I ordered was a smaller version and of course it would look different. Then to top it off Rep #4 told me that I could keep the first wrong rug and they would be happy to set up a return for the second wrong rug and "they would waive the normal return fee as a token of their apology", or I could just keep the second rug no charge. It certainly sounded to me like they were doing me a favor waiving the return fee. I don't see it as a favor since they sent me 2 wrong rugs. Up until that point I was trying to work with them to see how we could resolve the issues. But the email sent by Rep #4 was an insult and certainly made it sound to me like they were doing me a favor for my inability to compare pictures of 2 rugs side by side. So now I have pretty much given up. I want to send back the 2 wrong rugs and get a refund and never do business with this company ever again. I had planned that over the next few years buying a few rugs and maybe some furniture but I'll walk a mile to give my business to someone else who knows how to provide good smart customer service.

To sum up I have now spent about 10 or 12 days talking to 4 Customer service reps for about 2 hours or so of my time and their time and I am no closer to understanding what happened or the answers to my 4 questions. Wayfair has spent probably 4 or 5 times their potental profit from this small sale on Customer Rep and warehouse time and in the process made me an angry X customer. They could have said on the first call, sorry the rug you want is no longer carried, do you want keep the wrong rug as substitute or return it to us for a refund. And I would have been satisfied. It would have taken less than 10 minutes for each of us to come to an agreement and I would still be a customer. I would have chalked it up to an inventory control problem and found some other rugs to buy. But now I know the truth. Their customer service is worse than horrible. It seems planned. T seems the regular way they do business and not a mistake or goof up.

I have sent Customer Rep #3 and #4 emails asking them to call me so I can see if I can find out what is really happening. And in particular why Customer Rep #4 seems to think these two rugs are actually the same. I would guess that 99 out of 100 people would agree these two rugs are not the same. Why in the world would they at this late date try to convince me of that rather than just say sorry ship us back the 2 wrong rugs and we will refund your money? This makes no sense what so ever. But I am curious so I want to hear the excuse for this strange reply. The 2 rugs in question are below. The one on the left is what I ordered and the one on the right is what I received twice.

So again I think the rugs I have are of good quality and the prices are reasonable, but their customer service is so poor that I would not trust them with a large dollar purchase. They strike me as a company that may not be around much longer.

So far the items I have seen on the site are not as good as the items I find in the store. And some good things in the store aren't on the website that I can see.

I want to send out a heads up to anyone ordering this boot from the latest batch. These are NOT the same color as previous Crazy Horse brown boot sold under this model number. Crazy Horse brown is a yellow brown, a light brown. The current version is a deep dark brown. The brown of the latest batch is darker than the dark brown crush boot (which has a slight orange tint). If you look at the current photo you will see it is different than previous Crazy Horse boot color. It is even deeper brown than the photo because of the photographer's lighting. It is the color of the brown crayon in the old Crayola crayon box. If you look at other Xelement boots with Crazy Horse title you will see the true Crazy Horse color.

I'm not complaining about the boot itself. It is the same high quality very comfortable harness boot that Xelement has always sold. So if you want a deep brown color harness boot these are for you.

I don't think the people who run Leatherup wear boots, or understand what it is like to wait for a new pair of boots to arrive only to find what arrives isn't what you expected. I guess it is my fault. I didn't look at the new photograph. I was on the waiting list because the boot was out of stock. When I received the email the boot was back in stock I just went to my wish list and clicked buy it! I assumed if there were a major change in the boot that Leatherup would change the name and the model number. Dumb me. I'm not sure why Leatherup doesn't change the name and model number. I am sure there will be a number of people who will be disappointed when they receive this boot because it isn't the Crazy Horse color. I'm also sure there may be a number of potential customers who pass over this boot because the title says Crazy Horse but would stop and look at it if it's name were Deep Brown. I'm sure there are some customers who are looking for a deep brown boot that is actually brown without the orange tint of the deep brown crush. So Leatherup is missing out on sales by leaving Crazy Horse in the name and not changing the model number.

They are quality boots, true to size and wear very well. My old pair of Crazy Horse boots are more than 4 years old and need new soles and heels. I guess the cobbler is going to get some work since I like the Crazy Horse color and it is no longer offered in a tall boot at Leatherup.