(brief update: I disputed this purchase with PayPal — which is a princess similar to a ping pong game, with the back and forth requests from buyer and seller — and now Wayfair is saying that I have to arrange the return of this 115 pound, freight-rate item AT MY OWN EXPENSE. They refused to arrange the return earlier, and now they want to make it look like I am at fault for this thing not being sent back? F*ck them. Do not support his businesses! It is run by people with no ethics. They will screw you over in a heartbeat.)
Wayfair continues to disappoint me. I ordered a concrete birdbath (almost $400), which is an item made to order. It took three months for the item to arrive, and it was the wrong color! Wayfair tried to claim that it was just a matter of the color looking different in the Wayfair listing because of the photo, or that it could be due to my device screen, or whatever. I accepted a partial refund of 20 percent to not return the heavy item (not as genererous a settlement as it sounds, since the price had been reduced substantially since I ordered the thing... oof). But when I fully unpacked the item, I saw that it had a manufacturer's tag on it, with a "finish" code (color code) noted on there. I looked up the manufacturer's website and found the same birdbath that is listed on Wayfair, in the exact finish shown on their page (it is the same photo). I checked the listed finish code and name from the manufacturer's page, and saw that the finish code on my birdbath's tag was different. I contacted the manufacturer and asked for the color name corresponding to my item's product tag. Different color from that in the Wayfair listing! I sent proof of all this to Wayfair, and told them the 20 percent discount is not going to cover this error. I am still trying to work this out with them, and they are jerking me around terribly, for something that is their fault (or really the fault of their vendor). Right now I just want to return it and get a full refund, but it seems that isn't an option. Horrible customer service, not trusting the customer and not owning up to your company's mistakes.
My original review of Wayfair was five stars. Things have really gone downhill since then.
Another annoyance: I was prompted, by a pop-up window on the Wayfair website, to write reviews for two purchases, with the incentive of a $5 credit for each review. After writing each review, I got a confirmation message, in a pop-up window, saying I had earned my $5 credit. The credits never appeared in my Wayfair account, so I contacted customer service. They denied that the offer was on the website, then told me to send them screenshots of the messages. I told them that I could not replicate the process because I had no more items to review. They simply dropped the matter. Stopped responding. Unbelievably unprofessional, dishonest and rude.
“Used to love this company, but not a fan now”
• Previous review
UPDATE: I've read that Wayfair is currently having financial problems, and maybe that might explain why their customer service practices have declined. I know that supply lines out of China have been interrupted due to the Covid-19 pandemic. But I am furious about what Wayair just did to me. I purchased two items, for a little under $100 US, with the understanding that there would be a modest delay in fulfillment (about a month) because the items were backordered. That was fine. I know that Wayfair does not have their own warehouses full of inventory. They are a "drop-ship" company, so they are at the mercy of their vendors. But when I had not received any shipping update on my order, within the expected time, I checked my account on the Wayfair website. I saw that my two items were now noted as not being available for shipment until SIX MONTHS out. Half a year delay, and Wayfair had not bothered to notify me, even though they charged me up front? Inexcusable. If you read my original review, you can see how far this company has fallen. It's very disappointing.
Original review: I thought I should send Wayfair some love here, because I see so many negative reviews. I have placed numerous orders with the company, all of them for garden items. I even purchased a garden structure that was around $2000. It arrived in perfect condition and is exactly as shown on the website. We love it. Everything I've ordered from Wayfair has shipped promptly and arrived on time. There have been small problems just two that I can recall but Wayfair took care of them immediately. One glass light arrived with cracks, and that was replaced immediately. One solar light would not work, and they sent a new one. It's always refreshing when a company's customer service policies are sensible and non aggressive. For the cracked glass item, Wayfair just asked for photos, and then sent the replacement. For the light that didn't work, they trusted me that it didn't work, and sent a new one. That is how a company earns loyalty from a customer. I recommend Wayfair.