I had a bad experience at Wayfair last week and I wrote a bad review on line. That got me a a call from their Customer Service, because bad online press seems to be the only thing companies care about these days. The Wayfair guy went the extra mile to appease me; he not only resolved my original complaint with a discount, but also threw in a personal 10% discount code for a future purchase. So, I admit, I was appeased, even pleased. That motivated me to make another purchase today, which purchase purchased me yet more grief.
At first the code didn't work. Aarghhhj!!! To use the personal 10% discount I had to sign in to my Wayfair account, I figured out only after trial and error (because the email didn't say so!). Once I got their system to apply the 10% discount (this purchase is taking way too long!!!), I hit PAY NOW, expecting the usual payment gauntlet, but suddenly I"m done! Done ?!? How?1? I root around my Wayfair account and find an old credit card number I don't even recognize, which expires this month. No way I saved that on their Wayfair account; did they save it without asking me?!?
Anyways, some more rooting around reveals that they went through Paypal. Paypal?!? How?!? Well, so I go to the Paypal site, but Paypal doesn't have that credit card number, but rather two others, except that I can't find out which one they charged the Wayfair purchase to. Yet this all happened instantaneously, apparently, because Paypal says Wayfair already has its money. So, Wayfair is all paid up, except I can't find out how, because Paypal has no customer service, and Wayfair customer service has a 2 hour wait !!! So, I say to myself, let me write them an email instead. Here's the email their system won't send!!! without any explanation!!! after I waste my time writing it. I append it here for a warning to others:
"I'm very upset about my Order #: ***. When I clicked on PAY NOW, suddenly payment was made, I know not how! After clicking around, I found on my Wayfair account an old credit card number I didn't even recognize and so I got worried. However, somehow I figured out that Wayfair charged me through Paypal. Now, Payfal has different credit card accounts than the one listed at Wayfair, but I couldn't figure out which one they charged my Wayfair purchase too. Paypal had no customer service at all, and your Wayfair customer service line warned of a 2 hour wait!!! So, I'm upset. Can you blame me? Can you please tell me which of my credit cards you charged exactly?
In the future, I will only purchase from Wayfair as a Guest, so that I have complete control over and review of the entire payment process !!! BTW, to make matters even more complicated, I was given a special 10% discount code for the bad experience I had at Wayfair last week, and the code didn't work at first (very frustrating!), but then after I signed in to my Wayfair account, I found that it did. So, I canceled the order without the discount, and it looks like I did manage to cancel it, except that Paypal lists not the discounted price that went through eventually, but rather the undiscounted price that was canceled. I can't figure out what happened and I don't have TWO HOURS !!! to wait on the phone for your phone agent to explain it. I'm very, very upset. John Tomarchio"