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J M.

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Experience: Home & Garden

Member since January 2021

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1 Review by J

1/13/21

If I could leave zero stars, I would and I would highly advise purchasing elsewhere based on my experience. I've made several purchases through Wayfair over the years and of course have had issues, but nothing like this. I am beyond upset and will not stop pursuing them until I receive my full refund and they remove their defective items from my home. I wanted to order the 5 piece Lydia Dining Set by Kelly Clarkson. 1. It was out of stock. 2. It was priced at $3,500+. However, they sell the exact same table and chairs in the set individually, which oddly cost less than the price of the set that is still out of stock. Obviously I chose to purchase the exact same items that are in the set separately because they were in stock... delayed, but still available. Nov 8,2020 I added the exact same items that are in the set to my cart... 1 table and 2 sets of 2 chairs. The chairs arrived Nov 19,2020. I took them out, assembled them and disposed of the packaging. I can't remember the exact date the table arrived, but it was late November. Again, assembled the large table and disposed of the packaging. Not long after I noticed there were white spots all over the table top. It looked like the wax or seal had been dripped all over and left marks. I tried to remove it and it came off, leaving shiny/greasy looking smudges where the wax was. Very unimpressed. Contacted Wayfair and after a few back and forth conversations, they said they were unable to replace just the table top and had to replace the entire table. Fine. They wanted to pick up the original table when they delivered the replacement table beginning of January. Several times I told Wayfair I was not comfortable returning the table without knowing the quality of the replacement. I was assured it wouldn't happen again. Of course being skeptical, I did not return the table when the replacement was delivered early January. So present day... I opened the second box (which is no easy task given the size/weight of the table) only to find it is worse than the first. Large scratches on both ends, paint stain drips all over the table, a large protruding blemish (literally if tables could have zits) right in the center of the table. Very upset, shoved the table back in the box and emailed Wayfair with photos... no response. I called them yesterday and was told by the 1st customer service person that they would fully refund the table AND chairs, BUT I had to pay for shipping on the chairs. I refused. I specifically bought the chairs that are designed for the table. The fact that they cannot provide a quality table that matches the chairs should not come at a cost to me. Transferred to her Supervisor and was told the table wasn't an issue to return/refund, however they actually CAN'T return/refund the chairs and had so many excuses as to why. Because there was no packaging (I offered to package them, not allowed.) Because they were assembed (I offered to unassemble, not allowed.) Because they were past the "30 day return window" (unfortunately I couldn't see into the future and foresee poor quality tables being delivered). Excuse after excuse. Transferred to the Customer Care Manager, who was nice enough as I had a meltdown but by the sounds of it, has zero authority other than to read from a script (like the other customer service reps) and offer a 25% refund.
I have been charged $1400+ for chairs that I specifically bought to match a set... a set that Wayfair sells... a set that cost MORE than buying the pieces individually... a set that was and still is backordered... and simply being repeatedly told by all of the Wayfair reps that I should try and sell them locally or find a table locally that matches and there's nothing they can do because of this and because of that. They are trying to pigeon-hole me into the fact that because the items were added to the cart separately (note... they were added to the same order and are on the same invoice), they aren't considered a "set." Like give me a break.
If I could call Kelly Clarkson myself, I would. She's putting her name on a product that twice now, the quality is so poor and the wholesaler of her product has now ripped me off of over $1400.
Of course there's more detail involved but believe it or not, this is the short version. I wish your experiences to be better but if you're reading this, I can only assume we're in the same boat... and I feel for you. I will continue posting my experience everywhere I can and sharing with every single person I know and maybe there's someone at Wayfair with a basic understanding of human principal... but we'll see.

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