Wayfair Corporate Office - Corporate Offices & Headquarters

Wayfair Corporate Office

Wayfair Corporate Office Address

Wayfair, Inc.
4 Copley Place 7th Floor
Boston, Massachusetts 02116

Contact Wayfair

Phone Number: (617) 532-6100
Fax Number: ( 617) 532-6800
Website: http://www.wayfair.com
Email: Email Wayfair

Executives

CEO: Niraj Shah
CFO: Michael D Fleisher
COO: James Savarese

Wayfair History

Entrepreneurs Niraj Shah and Steve Conine founded Wayfair in 2002 in Boston, Massachusetts as CSN Stores. Wayfair was their third company.

CSN Stores was launched as a single website, www.racksandstands.com, which sold media stands and storage furniture.

Over the following two years the company expanded its product line to include home goods, office, institutional, kitchen, dining, bed and bath, home improvement, luggage, and lighting.

In 2006 CSN reached $100 million in sales.

In 2008 the company expanded to Canada and the U.K., and in 2009 to Australia and Germany.

By 2011 CSN Stores owned over 200 online stores.  The same year, founders Shah and Conine decided to rebrand the site in an effort to unify the brand and redirect web traffic to one site, changing the name of the company to Wayfair.

The company went public in late 2014 on the NASDAQ and can be found under the ticker symbol: W:US. The company was valued at that time at $2 billion.

Today Wayfair is the 33rd largest online retailer for home in the U.S. with $1.3 billion in revenue in 2014.

 

 

{ 58 comments… read them below or add one }

Linda Stephens June 14, 2017 at 3:53 am

Sir: I have been waiting since 03/24/17 to receive my Bradshaw Wooden Trays (order #2299887611). Sadly, the level of competence of your customer service department as well as your warehouse is mediocre at best. I have emailed & communicated with no less than eight customer service reps with no resolution as yet. I even wrote a letter to Liz Graham, VP of Sales & Service, & have not received a response. It seems as if Wayfair is like most businesses: trying to get away with just being average. Average businesses produce mediocre results. At the end of the day, I would like SOMEONE in Wayfair’s hierarchy to show their care enough about customer service & get my Bradshaw Wooden Trays to me. I’ve waited long enough.

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Victoria j brown June 8, 2017 at 10:54 am

Customer service I give 5 stars.chairs I order a 4 stars .but your policy on giving me my money back STINKS.why do I have to get store credit.that I don’t want put the money back on the Wayfair card. My last time doing business with this company.i email you it take 8 days to respond SMH

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Momo Armstrong June 7, 2017 at 1:22 pm

I had to email regarding the damaged piece twice but no response from them what so ever.
I finally tried the online chat with Mr. Austin H then he took care of my request very well.

I have heard that they have having a hard time to catch up with emails from customers at this moment but if I had to wait to assemble my new furniture because of they didn’t respond at all
is a wrong answer.

Thank you Mr. Austin H.
Wayfair customer service is garbage except the chat department.

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Maxine Forest May 27, 2017 at 11:32 pm

Wayfair Company: RE: Aftonshire Geometric Area Rug by Red Barrel Studio Stock # SKU:RDBS 8652 Latex Backing on rug Several months ago, I ordered this rug for my kitchen floor. I was happy with the looks of my new rug…however, after a few months of use, the color looked faded in some areas, so I decided to use my Hoovcher carpet cleaning machine to clean it. It did a great job cleaning the rug and the color looked pretty well restored. However, the cleaning solution soaked through to the latex back & now it won’t dry..no matter what I do. Also, it stinks. I am afraid to put it back on the floor as it could cause mold or mildew in my home. I’d like to have another rug to replace the one I bought. This rug was purchased in good faith. All rugs need to be cleaned by the home owner occasionally. I have never encountered a problem like this, especially with the awful smell of this rug. If you check my invoice records, you will find proof of my purchase. Please notify me ASAP as to what you will do to replace this faulty merchandise. I will expect an answer to this email with your intention to send me another similar rug with NO Latex backing. I appreciate your attention to this important matter. Maxine Forest

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Gini May 14, 2017 at 9:37 am

I ordered a sectional sofa from Wayfair at a discounted “open box” price as well as some curtains to match. NOT ONLY did this first shipment of curtains come COMPLETELY WRONG but I received an email on a Saturday night that my sofa order was cancelled and supposedly my money refunded which it has not been so far. When I called customer service the only answer was that they no longer had this item because 2 orders had been placed and apparently the other person received the item. It took them a WEEK to tell me this? I have been receiving emails for a week that the item was ready for shipment and would be delivered on May 24. NOW, they suddenly do not have the item but would be HAPPY to sell me an item at full price? THIS PLACE IS A SCAM. I CANNOT GET ANYONE AT THEIR CORPORATE OFFICE TO RESPOND! DO NOT ORDER FROM WAYFAIR!!!! Unless someone from their corporate office responds to this complaint before 5pm CST on Monday May 15, 2017 I will be contacting the Better Business Bureau and State Attorney General for fraudulent business practice.

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Gerzel Hankerson April 10, 2017 at 5:25 pm

I place an order with your company. Check on my order to check the status. Showed it was cancelled. I called the company to see what the issue was. They stated to me that I would receive that email on the issue. I received the email is stated that I will have to send a personal check to your company in order to receive my order and I have a credit card with your company. I called the credit card customer service. They stated there is no problem with my credit card. I called your company back they told me I would have to send a personal check to place an order. I have ordered with the same card and delivered to the same address since the beginning. They gave me the run-around told me I would have to wait 15 to 30 days to find out the issue. Credit Card Customer care called they told them also I would have to send a personal check. Tell me WHY? DONE. Card canceled will shop somewhere else. THANK ALOT!

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Gerzel Hankerson April 14, 2017 at 11:36 am

No reply. As usual…

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Gina April 4, 2017 at 1:46 am

I have had the absolute worst experience with Wayfair. I ordered a bed and was promised a delivery date, it never arrived. No one called, me emailed or made any contact to let me know that it would not be arriving. After it not showing up for three additional days I emailed my account representative no response. Emailed their support no response. I finally get an email from Haley letting me know that their deliveries are never guaranteed and I can cancel my order. WOW!! I had already sold my bed and had someone waiting to put it together. I finally get the bed and the handyman to come back out to put it together and it’s missing pieces. Again not able to put together the bed. Sent them an email no response. This is the absolute worst company with customer service. They do not appreciate or value their customers and their response time is horrendous. Buyer beware and do not do business with them.

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Debbie March 28, 2017 at 8:07 am

I am having the same delivery problems as numerous other customers. Ordered a dining room table & four chairs on March 1, 2017. My credit card was charged immediately saying the items had shipped. Today, March 28th I have still NOT rececived my merchandise! I was tracking my order which ended up in Montana! I live in Texas! Order was sent back to New Jersey so the tracking information says and shipped out again. Now my order is stalled in Grapevine, Texas since Friday, March 24th and going nowhere! I have heard every excuse in the book from Wayfair’s so-called “Customer Advocacy” Department! Have spoken to numerous people who blame delays on “3 feet of snow” creating backlogs! The real problem is Wayfair uses the cheapest transportation carriers to deliver their merchandise. Why do you think Wayfair offers “free shipping”???? Beware! Do not order anything from Wayfair! I learned the hard way!

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Kitty Hopper March 18, 2017 at 5:31 pm

This USED to be a decent company but within the last two weeks their customer service dept. has gone crazy!!! I ordered, as a gift, a rabbit mold and they sent a baking sheet!!! And then gave them a difficult time about the original STATED gift…and also that my friend needs to hold the baking sheet for TWO weeks in case she has to return it..at her own expensive…what is wrong with you people??????????????
And this is the 2nd problem I have had with an order from them in 2 weeks!! And I’m still getting e-mails …insulting ones at that…on an order they mis-delivered….and now it is up to 11 e-mails from 7 different people in the ‘customer service’ division…
You call THAT customer service?????
I was a customer..and a good one..but your companies (yes, companies) are the worse!!!
Think about that when you are looking for customers!!!!!!!!!! WHAY HAPPENED TO YOU?????

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Laura March 10, 2017 at 11:29 am

To say that this experience has been unacceptable is an understatement! This has been the worst online experience I have ever encountered! We ordered 2 beds for our children. The first one was perfect! It came on time in pristine condition. 2 months later we are still waiting for the second one! The bed came damaged and when they told us they would send another they couldn’t find the boxes then sent one of three boxes and now have had two massive boxes taking up room in my garage. The new (3rd shipment) was scheduled to come Feb 28-march 2…then we got an email saying March 7-10. Today the delivery company called and said next week. On top of all this we were charged the original price instead of the online sale price! Someone needs to contact me and make this right!

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Mary Armstrong March 6, 2017 at 1:46 pm

After ordering a kitchen island the very next day it was changed on their website to state base only and they changed the name. Sent me top only. Then wanted me to pay $75 to return. Talk about false advertising!!! I will definitely take every opportunity I have to let everyone know about this experience through social media! BAD BUSINESS!!!!!

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Jonee February 20, 2017 at 1:00 pm

I was just about to place my first order with Wayfair but after reading all these complaints ( really bad ones) I don’t know what to do. Who can assure me I will get what I ordered in good condition in a reasonable amount of time.

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Charisse Vaughn January 4, 2017 at 4:39 pm

I am going to tell everyone I know about this experience I have had with wayfair. I ordered my son a bunk bed for Christmas. On December 21, 2016, I received a box with half the bed. I spoke to someone from customer service who said that I was going to receive the other half of the shipment on December 28, 2016 I then got another message on December 28, 2016 that said I will receive my package on December 30, 2016. On December 30, 2016 I received a message that said that I would not receive my package until 1/3/2017. When I received the message I said no, I don’t want it. I got got a message today that said that I am going to be charged a return shipping fee of 135.00. When I called customer service I was told that because I did not tell them sooner that I did not want the bed they have to charge me the return shipping fee. So let me get this right, I’m being charge 135.00 for a bed I never got. Please someone give me the name and number of someone I need to talk to or should I just go to the Better Business Bureau?

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Robert powell November 26, 2016 at 8:26 pm

So disappointed in Wayfair. It has now been over 4 days in our new home without the $5000 worth of furniture we ordered, all of which was ordered over a month ago and supposed to be delivered the day we moved in.
Due to “fraud issues” that were completely unwarranted, we have now been without furniture, AND without future RESOLUTION of the issue.
Collectively, Robbie and I have spoken to 5 different supervisors and spent 6 hours on Thanksgiving day sitting on a bare floor..(currently still sitting on a bare floor)
So much to be thankful for, but so much to be frustrated with

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Antonia November 22, 2016 at 10:31 am

I’ll never order anything form this company again. Every order I placed gets messed up or my items come wrong or broken. I order a couch over a month ago and still have not received it, it was suppose to be deleivered two weeks ago. Customer service is horrible and superviseres are even worse in the call center. After calling many times they finally told me my couch was lost a week after it was suppose to be delivered. I opened up a credit card with this company because I though it would be great. Never again will I purchase from wayfair.

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Linda November 19, 2016 at 11:44 am

I, like all the rest of you, have had a terrible experience with Wayfair customer service. I received defective hardwood flooring and have been trying to get Wayfair to replace it. I, too, have been passed from person to person,all of whom are very nice, but none of whom seem to ever return my phone calls or emails. I am now on my second manager and was denied contact with anyone in the corporate offices. As all the others have, she promises to personally take care of the situation for me. My flooring is supposed to be shipped on Monday. I am not at all confident that will happen or that it will be quality flooring. The original flooring they sent me was pure trash. 60% of each box was splintery and unfinished. I am in the process of writing to several Boston publications who have published favorable articles about Wayfair and, in particular, Niraj Shah. I suggest anyone else who is displeased do the same. I am also trying to reach a contact person for Ellen Degeneres. Wayfair sponsors her furniture design contest on HGTV. I am going to try to encourage her to investigate the complaints against Wayfair before she links her name with them again. I will try to do the same with HGTV. Please people, keep trying to have your complaints heard. I don’t know about you, but I don’t have a lot of money. I save for years to do projects. It is inexcusable that companies treat customers the way Wayfair has treated all of us.

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Saul November 9, 2016 at 1:19 pm

order #2274633463. Please call me at 210-621-XXXX. I was given bad information by your company in what appears to be an effort to keep me from taking advantage of a promotion you were running. I have created a dispute with the Credit card company Comenity Bank however they tell me it is your policy not to change these sales. This is bad business and expect to hear back from someone that can help within 48 hours.

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Ginny Green September 24, 2016 at 10:30 am

HELP United States Marine PLEASE!
Regarding:
Invoice ID: 2298105743
Phone # 850 816 6910

I would like to have your assistance in obtaining the following :
On 9/15/2016 I place an order from Wayfair’s web site:

The price according to the website was $207.15 which has a clear description and photo of the chair I ordered and expected to receive overnight express. I received a chair overnight, however, to my surprise I was charged $229.00 and received a chair with NO arms.
For the sake of understanding, I want to share with you that this chair is for my wife who, is disabled and uses it to move around inside our home. Because of her special needs, I ordered this chair based on the design, quality, price, and photo shown in the advertisement.
After opening the shipping container and finding a chair that I did not order, and invoiced a charge of $229.00, I immediately contacted Wayfair customer service about the wrong shipment and price. I spoke to Hayley in customer service, she stated “ that, she was sorry, that everything would be handled appropriately and the chair would be replaced within 24 hours with the correct chair as listed with arms”.
However when speaking to Haley about this she told me “I should just dispose of the chair I had just received, in the manner that would be convenient and that I should NOT send it back”, a strange way to do business I thought. However once again I was expected to use my time and effort to locate a dumpster. As of this date, 9/24/2016 I have not received the replacement nor has there been a price adjustment.
On Thursday of last week 9/22/2016 I spoke to Michael at extension 3105 (Wayfair customer service) who seemed to be a person who really cares about the customer’s needs. Michael said “the distributer was arguing that I had ordered a chair without arms and that I should pay another 29.95 for the chair with arms”. Michael further stated, “That he would be calling me on Friday to make sure I receive what I expected”. I waited until 1 P.M. Friday 9/24/2016 and received no calls from Michael. I then attempted to call with hopes of reaching Michael, someone else answered and I was told that “he was not working on Fridays”.
I tried to contact Wayfair’s corporate offices in hopes to speak with Liz Graham who according to the corporate web site is the Vice President of customer Sales and Service with hopes to obtain resolve in this matter. The problem is, there is no email or phone number with which I can do that, so I am sending out to as many emails as available from Wayfair web page with hope to get help in obtaining what I paid for and expected to receive by now, from a company who is supposedly reputable.
Today is 24 September and I ordered this chair 10 days ago and expected overnight express. So far, all I have is a chair that I did not order and charged $15.00 more that the advertised price, at your web site:

Honestly at this point, I have a very unpalatable taste as to the behavior of Wayfairs customer service team. I am a Untied States Marine of over thirty years and having over two hundred people to my charge, and in my professional opinion this entire evolution with Wayfair has been extremely unprofessional, tasteless, unpleasant and offensive.
In the end there is a bigger issue that is more important to me, that is my wife whom I love dearly does not have her chair. Please help me resolve this issue.
V/R
Jeffrey P. Green/MGySgt/USMC/

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Lina September 23, 2016 at 2:10 pm

I want someone from top management to call me back regarding order # 2189040195
I am not able to reach any since yesterday
I will wait until Monday morning 27th of September 2016 t receive the call !!!!

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Lina Nabulsi September 23, 2016 at 11:18 am

I am writing to complain about the customer service that I received from Wayfair.
This was my first time I ever made a purchase through Wayfair.
I made an order for two sofa beds Order # 2189040195 on the 17th of Sep 2016
The shipment was due on the 19th of Sep 2016 and expected delivery on the 23rd Sep 2016. I received tracking number information and was tracking my shipment on UPS website. On the UPS tracking website on the 22nd of Sep 2016 at 9:33 am, it was mentioned that the package was “on vehicle for delivery today”. My son skipped college to help us carry the sofas, myself and husband did not leave the house on that day waiting for the package to arrive. At 4 pm my son called the courier company UPS to inquired about the delivery, the customer agent told him that it will be before 7pm same day. at 6:30 pm the UPS tracking page status was changed giving an “exception report” saying that “package cannot be delivered” and reason given was that the measurements of the package was large and will not be accepted by UPS.
We immediately called UPS customer service to inquire, they said that the office hour is closed now, and if we can go and pick up the package ourselves. And since we cannot do that, we said we cannot and the agreement was to receive the package to our door steps. the agent said that she cannot do any thing for that until the next day.
We called Wayfair customer service to complain about this and the supervisor informed me that they will change the courier and it will take two week to receive the items. It was very upsetting news for us, especially when we have sold our old sofas and we are sitting on the floor. We asked to speak to a manager and he said the office hours were over and the next day only after 10 Am until someone can speak to us. Because we were so upset we asked to cancel the order. And without hesitation or even try to do something for us the customer service agent immediately accepted our cancellation and cancelled our orders. We find that the customer service in Wayfair is very very bad.
Today the 23rd of Sep 2016 we called the customer service agent we asked to speak to a manager, she said that the manager will call you and refused to give us a phone number. Also she mentioned that to send the furniture again it would take between 6 to 8 week to arrive and maybe more.
What strikes me is that how it was on vehicle for delivery and then at the end of the day cannot be delivered due to large measurements. And how Wayfair deals with courier companies.
I must say, this is very very very bad service that I never experienced in my life.
I will not recommend Wayfair to anyone I know, also I wrote a very bad review on way services are conducted in Wayfair.

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Jessica September 14, 2016 at 9:35 am

I purchased a new mattress recently as I have a bad back and the item in particular was a great deal AND advertised next day delivery if ordered within a certain timeframe. I purchased with several hours left to have it shipped to my apartment the next day. When I received the email that the item had shipped, the date was further out than advertised. I contacted Wayfair through chat and spoke with Devan S. who was not only defensive and rude, but unapologetic as well. Anytime you are reaching out to a company and are met with defensive people, this puts an incredibly bad reputation on your business as this is the face of your company.

After offering me a 10% discount on my NEXT purchase, his exact words were “I explained that it is one day of shipping. I am sorry you misunderstood that. Is there anything else I can do for you tonight?”

I did not contact Wayfair to get a discount on my next purchase. If a company advertises one thing and delivers another, their response shouldn’t be, well this is just as good, do you want 10% off? I already explained this to you. I’m sorry YOU misunderstood…

I have worked in customer service in many areas for many years and this is not how you grow a business or keep customers. After getting a house and needing new furniture pieces, I am seriously rethinking where I will go for this need.

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Jasmine July 13, 2016 at 5:41 pm

Early July I placed a order for a sofa set through Walmart.com…..long story short the item was falsely advertised. I let both Walmart and Wayfair know the gave me $50, I spoke ro Wayfair agian and was promised a full refund and the order would be rerouted. It has been almost 2 weeks and still no refund, numerous people told me they would be in contact and no one has contacted me. I call for updates and today I found out it willl be another 3 to 5 business days. I’m 6 months pregnant with 2 toddlers and no one has even tried to give me a gift card. This company is horrible, both Walmart and Wayfair need to be exposed and fined billions.

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Bridget July 9, 2016 at 10:27 pm

I submitted an email on Wayfair.com and it was returned as “undeliverable because the recipient’s mailbox is full.” Not a good way to treat your customers. I have bought plenty of stuff from Wayfair over the past several years, long before it was so popular. Please let me know how to reach someone; I am not easily available during your telephone hours so email is the best communication for actually getting through to someone who is remotely interested in customer satisfaction. And by the way, below this text box is a button to “click here to receive updates on your complaint or comment.” Why should I have to even ask you to respond?!

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Charles King July 5, 2016 at 5:36 pm

Dear Wayfair LLC:
About three years ago we purchased a living room suit from Simmons. After about one year the pleather began peeling off the furniture. We contacted Simmons who referred us to United Furniture Industries who informed us the furniture was warranted for one year and that they would sell us material to recover the furniture. I am not sure how long most people keep furniture but one year is not acceptable.
I write this letter to you because I see allot of their furniture available on your site. Wayfair LLC would be better served to sell mechanize that represents a fair deal to their customers.

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Bonnie May 30, 2016 at 10:27 am

Twice my order was cancelled as some wayfair staffer decided that it was fraud.
I wasted hours arguing with my visa people and there were not issues there. I re-ordered the same items ($2500.00 worth) and paid via paypal. AGAIN WAS LISTED AS FRAUD
AND ORDER CANCELLED. I think its important for the owners to know that the staff are
obviously working for some other company when they refuse to take my money. Three days of emails and calls and NO RESOLUTION. They can neither reorder the items or
tell me what happened. APPARENTLY THIS IS MY DOING – RIGHT WAYFAIR RIGHT
As a busy property manager I have NO TIME for this nonsense and will spend my retrofit
money (lots of it) elsewhere. Maybe get the persons name and lose them

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Christina March 31, 2016 at 9:09 am

This company is Horrible I ordered an item yesterday morning and yesterday evening I get an email that’s it’s out of stock and they are canceling my order. Well wouldn’t you know I see it on their site that night still this time it’s available and the price was increased by 500.00. Something is very shady with this company. I have also filed a complaint with BBB

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Siana May 11, 2016 at 8:45 pm

Looking to get a class action against this company, please reply if interested.

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Jon July 26, 2016 at 11:40 am

Wayfair.com and AllModern.com are the worst run online retailers, I try to place orders and give them money only to have orders cancelled for the same reasons as many others have posted, and then to get incorrect qty’s shipped.
I guess these people are lucky they are not running brick and mortar stores or else they would have endless lines of people trying to give them money but no one working there wanting to take it…..
Its time to go back to local vendors, my time spent dealing with this far out weighs the savings I would capture from ordering at wayfair.com

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ROBERT COX February 1, 2016 at 5:14 pm

BEWARE OF THIS FRAUDULENT COMPANY!!!!!!
On Sunday, Jan. 31,2016, I ordered an outdoor grill and grill cover using a card that has no issues. Monday, (next day) I receive an e-mail that says they were unable to verify the authenticity of the charge, in other words, indicating that I probably am a thief. They plainly stated they couldn’t verify anything: my question is WHY DID THEY REMOVE THE MONEY FROM MY ACCOUNT? (FOR WHICH I HAVE PROOF) Then, they tell me that I will have to wait a week to get it back. This is about the poorest excuse for a COMPANY I have ever experienced. I NOW UNDERSTAND WHY THERE ARE SO MANY OTHER NEGATIVE COMMENTS ABOUT THEM. PLEASE, DO NOT PURCHASE ANYTHING FROM THIS PLACE; THEY ARE THIEVES. I FEEL SURE I WILL HAVE TO HIRE ANY ATTORNEY TO GET BACK THE $450 THEY STOLE FROM ME.

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tam herman January 19, 2016 at 9:43 pm

Like the myriad others on this pathetic waste of time complaints board, I too shall lodge my myriad complaints regarding the myriad pathetic issues that have arisen during my latest order.

I live in Toronto. I ordered a large accent chair in mid-November 2015. By mid-January, 2016, it has still not arrived. I have spoken with at least four customer services reps, each one with a different tale to tell. “Oh, well, I’m sure it will be there any day,” said rep #1. Rep #2 was even more encouraging. “I see here that it is just at customs now. It will be progressing very soon to a local terminal.” By two weeks later, I could see online that it was at a terminal about 20 minutes away from my location, but it sat there from December 15, 2015 until the end of December, when I called again. Customer service rep #3 informed me that apparently the item had been damaged in transit. She sent me photos but assured me it was only the box that was damaged. She asked if I would still like to take delivery. I said sure, on the condition that I could inspect the item before accepting it. No problem, I was told.

A week goes by. Now, it is the first week of January, 2016. Item is not anywhere to be found. I phoned back to wayfair. Guess what? Oh, this is GOOD! Apparently, even though it sat for three weeks in the terminal 20 minutes from my house, it ‘accidentally’ got put back onto a shipping truck just that very morning and sent BACK to California from where it apparently originated. Da fuq?

So, I asked to be escalated to speak to someone with more ‘clout’. Whatever. I spoke with a woman named Mila who ASSURED me that she was ON THIS! She promised the moon, and admittedly, I felt I had no choice but to acquiesce. She offered to order me another chair. Is she bloody well joking? I told her that since the original chair literally JUST left the city, all she had to do was call it back. But . . . nooooo. Way too difficult. It couldn’t have been more than an hour away!

Fine. She orders another chair, but assures me it will be expedited. Fine. Whatever. I’m not holding my breath.

So, according to the tracking, the new chair arrived in the same local terminal 20 minutes from my house on January 13. Today is January 20. I am told that within two business days of its arrival there that I would receive an email to set up delivery confirmation. Apparently, the people at either wayfair and/or the delivery company seem to have forgotten how to write, since that never happened. So I emailed Mila yesterday.

“Any news?” I ask, politely. A few hours later, she says that she is going to contact the delivery agent and see what’s up. She will email me back immediately. Yeah, I’m still waiting for that email to materialize.

Today, I email again to Mila. “Any news yet?” A few hours later, she sends me the most ironic of ironies, the most epitimous of emails every written. Guess what!?! The chair has once again been damaged in transit. She asks, “Would I like to have her order another one?”

For fu**s sake, people! I’ve had better customer and delivery service from the pizza driver during the most heinous of Canadian blizzards EVER! I am absolutely astounded.

So, the reply email I sent (to which I have not yet had a response) was obviously more tersely and pointedly written. I laid out my expectations (after all, they’ve had my $1200 CDN – about 45 american cents) for almost two months. Think I will hear back? Im taking wagers at about 100 to 1.

I will certainly let you know what happens!

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Linda Cooper January 19, 2016 at 7:48 am

I ordered sofas from you. The picture ion your site was a much lighter color than the sofas that arrived. I contacted your customer service and was given the answer that Wayfair could not be responsible for the way pictures looked on computers. Since the picture looked exactly like the Ashley sofa I saw at a friends and had the same name why in the world would I ever expect it to come two shades darker? The answer from your customer service rep was ridicious they say a picture speaks a thousand words so I have posted a picture of what I received and what you online site ad shows. People can make their own decisions but I for one will never buy from you again. I wasted over $1200,00. The sofas I replaced were lighter than the ones I received from your company. I will also be contacting some of your sponsors, including HGTV to show them whatI received and tell them about your customer service.

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Lenora January 1, 2016 at 1:59 pm

Do not order from this company. I am a disabled senior and my husband is a 100% disabled veteran living in CA. Twice I ordered BLUE Christmas LED ICICLE Lights paying over $600.00—-TWICE we have gotten Crystal WHITE lights. Customer Service has been Horrible. I have over 30 e-mail’s and many chats including tell me I received what I ordered which is not the truth. The web site stated BLUE (which I ordered) yet the warehouse sent out Crystal White lights then customer service tries to blame the customers for WAYFAIR mistakes. My recommendation is STAY AS FAR AWAY FROM THIS COMPANY. Poor Service, Wrong merchandise—as Seniors we were extremely disappointed we did not get BLUE Christmas lights like we ordered.

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Anil S November 7, 2015 at 1:58 pm

Hello,

reading all these reviews i feel that before buying anything online i should go back and see reviews before placing order blindly.

I purchased an item which showing complete bedroom collection and each item is listed on website. next day i got an email saying you have ordered only bed frame and not collection and they cannot deliver any item for which i have not paid 🙂 means that their website is showing false/incorrect information and they saying that its my mistake i have ordered only bed. I received order conformation initially which clearly states all items.

On other part customer care was worst , nobody ready to answer our query as some senior wrote a note that no body is going to handle this order. OMG !!

This seems they do not want to accept their mistake and they trying to prove its customer mistake.

This is not a question of what i paid and what am getting, this is all about false business and marketing products with false information.
This should be taken seriously else it will be on and on unless they realise their mistakes.

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Erin October 26, 2015 at 3:52 pm

I had the same experience as Glynis. I purchased a rug in Sept 2014 and then received email the next day stating that the rug was priced incorrectly, but they would give me a $25 credit in addition to refunding my card. I was disappointed but understood that mistakes happen. The $25 credit showed up in my account, so there were no issues. Until now. I browsed on the Joss & Main site the other day and noticed that the credit did not show up. I sent email asking about it and was told that there never was a credit. We went back and forth, and since I no longer have the email, they will not reinstate the credit. I’m quite surprised at how this situation has been handled and will not shop with Joss & Main, Wayfair, or any other stores that is owned by Wayfair. They missed an opportunity to create a loyal customer.

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Ana October 14, 2015 at 12:18 pm

Good afternoon.
Im writing this because I am super displeased with the way that your company has handled the now mis advertisement of this product. I have explained that I’m doing a wedding for my son and that I needed 300 plates. Well noone seems to want to honor the “now” mis advertised pates. I have tried to get your customer service department to honor your sale price on these plates. I explained to several of the supervisors that you are just like any other store and that you should honor your prices on these plates for a set of 36 for $24.72. No one wants to listen to me all they keep saying is that you made a mistake and that it can’t be honored or fixed. They have not handled this mis advertisement like any of your competitors. All I want is the advertised price to complete the final purchase in my son’s wedding. I told them to place themselves in my shoes they would want the exact same thing. Now they are trying to hide and correct the mistake that is no fault of mine. I really like your products but the customer service has not in any way represented your company and how you represent yourself. I need for someone contact me so that we may get this behind me and that I may purchase my plates for the advertised price.

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Ricky October 12, 2015 at 3:46 pm

THIS COMPANY IS HORRIBLE ,PLACED AN ORDER ,
HAVE YET TO RECEIVED A QUALITY PURCHASE,,MY ORIGINAL DATE TO RECEIVE MY ITEM WAS AUG ,HAVE YET TO RECEIVED MY ITEM.
EXCUSES AFTER EXCUSES THEY CONTINUE TO MAKE,ITS VERY HARD TO TALK TO UPPER MANAGEMENT,THEY ARE VERY DECEITFUL

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Coreenia September 29, 2015 at 2:13 pm

I wished I would have read these reviews prior to purchasing. I am not going to write a long complaint because frankly I am tired of typing out my complaint, as I have sent several e-mails to Wayfair. I will say this , this company has the absolute worst Customer Service! i will never order again! My first purchase was almost $900.00, I would say the lost a valuable customer!

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Viva Medina September 16, 2015 at 10:16 pm

Having a terrible time with an order of 2 chairs from Wayfair. Heather Shaw, a Delivery Team Specialist actually told me I had fallen through the cracks but she was on it now, what a joke. The only thing I know about my order is that one of the chairs has been damaged before being shipped. They sent me replacement legs but no chairs. Now my problem is getting a refund for the order. So very sorry I ordered from this company. I feel like my money has been stolen.

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Pat August 31, 2015 at 3:18 pm

What a horrible way to do business. I have had 2 items cancelled in a matter of a
couple of days, because you had the price wrong. Why should the consumer be
penalized for your mistake. I will never do business with this lame company again. At
the very least you should have offered a substitute item.

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Heather August 21, 2015 at 1:28 am

PLEASE ADVISE:

CEO: Niraj Shah
CFO: Nicholas Malone
COO: James Savarese

This letter is written to express my horrible customer service I have received with Wayfair. I had purchased a 5 piece Jicaro Patio Furniture Set. Delivery date was scheduled on or before Aug. 6th. I patiently awaitied the delivery to no avail. On Aug. 7th I spoke to Chris Jones and shared with him my concern. The email stated it was sitting at the transit spot in Romulus, MI (35 minutes from my house) since July 31st. I called the shipping company (GO GETTERS TRUCKING 309-242-6165) just to hear that it was to a personal phone and his mailbox was full. Chris assured me he would get to the bottom of this and sent me an email on the 11th, stating he had no further news when it would be delivered. On the 12th, he extended a 10% discount for my troubles, but still no delivery or expected date.

In the mean time, as I patiently await, I called Chris again for an update and to let him know I have arranged to borrow a truck to pick up my furniture. The idea of it sitting in a warehouse, known for high crime didn’t set well with me. At that point I looked at my email and noticed GO GETTERS TRUCKING was removed and no longer had a shipping company name. At this point I am furious. I still was not contacted on who was shipping this item and now where is it?? Chris never returned my calls or emails to the present day!

Finally, Aug. 19th I received an email stating FIDELITONE will be delivering my furniture on the 20th between 9-1pm. They will call 30 minutes before delivery to alert me. Because of the horrible communication with delivery and Wayfair, I took the day off of work to be present. 3:30 comes and I have to leave my house for a meeting. I call FIDELITONE and tell Bree I have been waiting and still no furniture. She continues to tell me it was delivered at 11:00am!! I said that’s great but where, because it wasn’t at my house AND I never received a call.

On my way to the meeting, (Bree still on the phone trying to get to the bottom of this) I glance over to my neighbors house down the block to see a very large package on a pallet in the driveway. Low and behold, I drive up to the package to see that my name and address is plastered all over it. Now I am beyond furious and I tell Bree no way in hell am I able to get this furniture over to my house. I shared with her that if the package is stolen or damaged I will not be responsible. She told me she couldn’t get truck out until the morning.
I then decide to call Wayfair (Chris Jones personal line) to share my frustration and once again reiterate I will not be responsible for the furniture. Once again, I only got his voicemail. I decided to talk to another supervisor to make sure everything that had happened was documented. As I was telling the story to a gentleman named Braden (30 minutes on hold while he “looks” for Chris Jones) he returns on the phone to tell me that Chris is gone and he was talking to a Maquel (?) who was Chris’s supervisor. Maquel was busy and not able to talk to me, and I said to Braden I do not have 30 minutes of my time to waste while he figures out who I am suppose to talk to. I advised to him I will be talking to someone in corporate about this situation. At that point, he hung up on me!

As you can only imagine that was my breaking point. He never attempted to call back and pretend we were disconnected. I called back and spoke with Cassidy who directed me to an Ashley Burbach. Ashley had to hear the entire story from start to finish. She was apologetic and took additional discount off of product. This still did not make me feel complete with the amount of trouble I have been dealing with. Then a Mike Greenfest called to discuss as well.

In the end, I borrowed a neighbors pickup and at 8:30 at night went to pick the furniture up. My experience with Wayfair was beyond horrific. I have purchased items before but can honestly say I will never purchase another thing from your company. The lack of communication from start to finish was something I have never experience before.

To those considering ordering, make sure you ask the shipping company they are using because I doubt it is a reputable company like UPS or FEDEX

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Dale1K June 5, 2015 at 2:35 pm

Dear Wayfair,

You need to seriously work on your logistics as most complaints are related to this area. A company your size should have a well managed logistics department that can offer customers the service they are looking for.. Example.. If I am ordering a bedroom set and paying for inside delivery and assembly, I should be able to set the delivery date with proper notice. Apparently, this is not possible when placing an order according to your customer service department.. Unacceptable.. As a former Corporate Logistics Manager, I can assure you that this level of service can be contracted with your carriers. Offer this and you will increase customer satisfaction and grow your company exponentially..

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James A. May 30, 2015 at 1:11 am

Hello,

I wanted to let the viewers of this site know that I purchased my 3 set lamps off of Walmart.com website and yes had an issue with the harps being to small. My initial conversation with the customer service was not to my complete satisfaction not because of the representative by any means she was very professional, however after she received a response from the warehouse I received a response stating the the warehouse could not meet my needs. I will admit my thought process of the company was that I was not going to continue as a customer, however after giving them a chance to redeem themselves by speaking to another representative by the name of Jon, on Friday 5/29/15 at 8pm PST. I explained my situation to him he was very apologetic, and thanked me for being patient with him and I admit that being patient is not my strong point. He reimbursed the amount that I had to pay out of pocket to Home Depot as well as did a second reimbursement as they did not have the size harps I needed on their website, and the second reimbursement will help me to be able to get the size harps that I need from Home Depot. Because of his kindness in willing to assist me to rectify the original issue that I had I informed him I would post a comment about the positive experience I had with. It is because of that experience that I am willing to again to purchase something from Wayfair again. He does not know this but he will be receiving a copy of this comment as well.

Sincerely,
James A
A reinstated satisfied customer.

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Diane Cortese May 13, 2015 at 10:24 am

This was my first and LAST experience purchasing from Wayfair. I should have read the reviews BEFORE ordering from Wayfair. Their shipping is a pile of confusion and their customer service is way worse. I received email on 11/24 stating the item I wanted was “discontinued” — NO IT WASN’T DISCONTINUED, they send out another incorrect email. I now have the item. (pricing problem there too) After spending almost $2,000 and wanting to reorder another of the “exact same” cabinet I was given a hard time along with a lecture. Made to feel like a criminal by one of the supervisors. I will be sending a detailed letter to the President and two of the Executive officers of Wayfair in which I will send all my pertinent information along with he name of the “follow the book” repetitive so-called supervisor who totally ticked me off. For a stinken $30.00 Wayfair has lost (which looks like) ANOTHER customer. I will never-ever place another order with this company. Her response was “OK”. To everyone out there, try HORCHOW. They are extremely customer orientated and have beautiful products. Never again.

1st order #1932860451 2nd order 1952422901

If you order be prepared to answer a million or should I say a-zillion questions BEFORE getting connected to a supervisor. Customer Service horrible. I worked for an airline for 15 years and if I EVER EVER treated a customer with such poor verbiage and assistance I definitely would have LOST my job.

1st order #1932860451 2nd order #1952422901

Funny Wayfair MUST need that $30.00 more that a 66 year old senior. But, they lost a perspective good customer !! Letter and pertinent names and information to follow to President’s office. Not that he’ll read it but maybe it won’t fall upon deaf ears!

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Connie Raterink April 2, 2015 at 2:20 pm

on 4/1/15 you advertised several Cuisinart food processors on your site for $20 each. (I have screenshots of one of them in the cart for that price). I attempted to place an order for 3 of the Cuisinart 11 cup prep plus DLC-2011CHB. I put them in my cart, filled out the billing information, and pushed “submit order”. Suddenly the amt. changed from $60 to $597!! I quickly cancelled the order….thank heavens it was in time! It was a few minutes after 9pm, (your customer service was closed) so I called your customer service on 4/2. Not only wouldn’t she honor the price, she was rude. Now by checking other reviews online I see you have a habit of this. Unfortunately for other people, their orders went THROUGH for the “bait and switch” price. That could cause people to bounce checks! I contacted the Better Business Bureau, and after chatting with an agent, she assured me that I have a legitimate complaint. All I want is what you advertised, for the price you advertised it at. Check with the BBB, they have my phone number.

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Mirvat S. January 7, 2015 at 7:42 pm

The in-home delivery specialist team isn’t professional at all. I have dozens of orders and thousands of dollars spent with wayfair/joss and main. I always call and complain about the horrible delivery service. I was given times and dates of furniture to be delivered where I have paid people hourly to wait at my house while I’m at work and there was no show. In addition almost everything that I receive isn’t in bad shape or condition. One man named Samuel in the in-home delivery team said that it was okay that my $2000 armoire was delivery in a torn box where on side of the box was completely open and it was raining outside. He said that doesn’t necessarily mean it’s in bad condition. Would any of the owners/staff of this company want that item delivered to their home? The armoire had a broken drawer too. My integrity was questioned and I had to argue to get it returned for a full refund. Finally after he agreed to return it, I found out that shipping was charged and I had to call back and argue about that. I spent so much time and energy with this company, I’m sick of it. I do love their products online but the quality isn’t always in the best shape. To top it off the delivery company and the in-home delivery team don’t make it any better. My last episode was with a bench that had chipped wood. I decided to speak to Samuels manager, Scott who told me the chipped wood was natural imperfections. Lol, that’s funny and he would return the bench deducting $151.00 for the cost of shipping. What happened to customer satisfaction guaranteed? The funny part is, I was requesting an even exchange for a good condition bench because I love the design of the bench. These people need to understand it’s not all about he money and jumping to these solutions. We buy products because we love them and want them to be in our home. We aren’t dealing with stocks here. I read the stories of the founders of this company. It seems like they are great entrepreneurs and I’m familiar with some of their past investments like iXL. I highly recommend they take another look at their in-home delivery team. I think I’m so fed up because I have been ordering items on a regular basis for about 9 months now since I moved into my new house. I quickly noticed the pattern in the companies flaws.

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China Copper mug manufactory November 3, 2014 at 2:37 am

Dear Wayfair LLC:

It’s really nice could contact with you. We are factory from China, specialized in produce Vodka copper mug,The attachment is our copper mug image,Could you kindly give us a chance send Free sample for you?

Looking forward your reply with many thanks.

Yours faithfully,
Jun

China Yongkang chuangxin commodity co.,ltd

ADD:#** huangchuan industrial area,xixi,Yongkang city,Zhejiang province ,China 321000

E-mail:****@hotmail.com

TEL:86-1585*****

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Josh Vieux September 25, 2014 at 12:22 pm

IF YOU ARE TRYING TO REACH A SPECIFIC PERSON:
To get to the name Directory just press 0 a bunch of times this gives you the option to go straight to the directory and find just about anybody without having to deal with Wayfair’s ridiculous system. I give them a 0 rating, they need to set it up in a different way.

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Glynis September 22, 2014 at 2:21 pm

From Joss & Main to me after ordering 5 rugs they had for $45 each!
Dear Glynis,

We’d like to offer our sincere apologies that we’ve had to cancel some of the items from your recent order.

Over the weekend, we mispriced a number of products, displaying them at a price far below what those products cost. Because these prices were so low, word got around very quickly—and a large number of people purchased those items at the incorrect prices. We certainly didn’t do this intentionally, but after much thought we have decided to cancel those orders.

Unfortunately, yours is one of the affected orders, and we need to cancel some of the items. We’re truly sorry about the inconvenience—we on the Joss & Main team wouldn’t like it very much if this happened to us as customers, either. While we make every effort to avoid situations like this one, occasionally we make a technical misstep and we hope you’ll understand.

We’ve cancelled the items from your order that were priced in error. As a gesture of apology and token of our appreciation for your business, we’ve added a $25 credit to your account. We hope you’ll be able to use this to find another item that you love.

If this cancellation means that any of the other items in your order no longer suit you, please go to your My Account area and cancel the remaining items.

Thanks again for being a member,

The team at Joss & Main
————————-
From me:

Talk about not being able to trust an on line company. This was my 1st order from you. When I called to complain Travis (x8076) said it was ridiculous of me to think you would sell me these rugs for this price. He also barked he wasn’t going to argue with me and there was no need to speak with anyone else because they would tell me the same thing. Would not put a supervisor on the phone said they were too busy. This is the poorest customer service! Also tried to appease me with a $25 credit.
Looks like from the other complaints I would not have ever received my order anyway. This is a Wayfair Company and they own over 200 on line stores. I will never order anything from you. They have a policy they can change the price, refuse to sell to you at the price offered and that an email confirmation if your order does not guarantee the order or at the price you agreed to pay. THE most ridiculous thing I’ve ever heard! This policy is 100% company focused. They do not care about the customer. Go to a real furniture store and pay the price. At least you will get your items at the price advertised. This is a scam!

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Lydia Phillips September 18, 2014 at 10:12 am

I ordered a dinning set on August 12th 2014 order 1754707642. On August 15th I received email from your company that my furniture is on the way. Today is September 18th and by this time nothing arrived to my address. I have contacted your company four times but did not find out where is my furniture. The only information I received from you is that your company is using the Home Direct USA delivery service and they should handle my order. If I know what kind of service I will received I will NEVER order anything from your company. Please, find and deliver my furniture in next seven days. If my furniture does not arrive in next seven days (in perfect condition) I would like you to give me my money back asap. Thank you

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gloria saldiveri September 13, 2014 at 3:06 pm

order # 1814112561 is order # its a terrible way for accompany to grow I can understand all the complaints I had been trying to get something delivered the only good thing about this company is the girls that answer the phone Jenna Chloe, Birgette Katherine that’s how many times ive called they are pleasant and helpful but still no item……..
Mr. Niraj Shah Mr. Nicholas Malone better get act together I will NEVER recommend or ever order again……….

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Tawnya Johnson July 31, 2014 at 12:28 am

I placed an order (Order # 1704644972) on 04/23/14. The item was not listed at that time on backorder. I waited for shipment…nothing happened. Go back online to check order status, says backordered will ship on or before 07/30/14…3 months later… really?? Last week I go on your chat customer service squad and I was told yes my chairs had shipped and I would receive a tracking # within 48 hours… no tracking number comes to my email nor do my chairs show up today as expected. I go back online today with another member of your customer service squad who tells me the order is backordered and will ship by 08/15/14. What is this mess of a business? I look online and you are still selling the same chair that I ordered but there is no mention of the fact the chair is on backorder and if you are lucky you might receive one after you’ve paid for it. Frustrated to no end over businesses like this who do business online with crappy customer service and websites that are untruthful. I will report to the BBB since you state you have Stellar Customer Service and A+ rating… judging by the other comments I’ve seen here I’m sure there are a lot of people who would beg to differ that one. I have the feeling on 08/15/14 I will get another response from customer service that my item is on backorder again. I have not waited several weeks… I have now waited several months… absolutely ridiculous!!!! Never would order again or recommend to anyone.

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Glenn D.Gross July 24, 2014 at 4:05 pm

Is there any estimate on the new delivery date for this order (Order #1765719561)? I must say, I am EXTREMELY disappointed in the service I’ve received from Wayfair. I will neither be a return customer nor recommend Wayfair to family or friends and I will let my opinion be known abundantly over the internet. I am a member of a consumer panel and I will certainly use this unfortunate experience with Wayfair as an example of poor customer service.

I made your customer service representatives aware that I have Cerebral Palsy and that it was imperative that the bed is set up and ready by July 23rd. Without the bed frame from Wayfair, the new box spring and mattress I purchased from Sears would have to be placed on the floor since Sears removed my old mattress. By the way, Sears delivered the box spring and mattress on the day they promised and they were and hour early with their delivery! I did not want the bed to have to be on the floor since I have Cerebral Pals and I am unable to get up from the bed since it is too low for me to get up from. My wife now must assist me up from the mattress on the floor and now her back hurts from having to pull me up from the mattress which is on the floor. This was the last thing I wanted! Now, it is July 24th, and I still have no bed or expected delivery date from Wayfair! My delivery window was July 21 -24. Your company’s in ability to fulfill its obligations has now not only impacting my independence but also is causing my wife pain from the strenuousness of having to assist me up from the mattress.

Please just provide me with a definite delivery date that your firm can abide by and have my bed delivered as soon as possible. Wayfair will not have to worry about me as a customer EVER again!!!

Dr. Glenn D. Gross

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Charles Akers July 9, 2014 at 2:20 pm

What a terrible way to run a business. I ordered two awnings on June 21st. and was told I would receive them by June 26th, then I received a message I would receive them on June 27th. Then I received a message I would receive them on Monday June 30th. I was refunded a % for my trouble and received them late Tuesday evening on July 1st. The boxes were damaged and a part was missing. I was told I would receive the part by July 11th. AND today I received a message the order has been delayed and will not be shipped until July 21st. Four weeks since I first ordered these awnings. One has been installed and the other is still waiting for a small connector piece. I keep getting apologies but no part. Order number 1727520472. I have always ordered from Betty Mills in the past and never had this problem. This is the first time and most likely the last time I will order from you. Disappointed in your shipping and Wayfair team. Charles Akers.

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Kim Allen May 13, 2014 at 6:32 pm

I have left an urgent voice mail message for Paul Drappy Vice President of Customer Service. This is in regards to order # 1734831361. Please contact Patty Helms at 972-816-XXXX. This is urgent, trying to get my delivery.

Thanks.

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jeffrey freedman April 16, 2014 at 7:51 pm

Dear Mr Shaw:

I was looking through jossandmain.com today and discovered an incredible light fixture from ELK called the Decostar fixture. I am interested in purchasing the 4 light fixture today.
Unfortunately it has already sold out. I then went to our wayfair.com site and it is on back order at wayfair. I also tried your new site birchlane.com and was unable to find.

I love your stores and am a big shopper on wayfair as well as joss and main, as are my family members. I would love to purchase from you and would be willing to wait until you had more in stock at the joss and main price which is currently $483. approximately.

Please, if you or someone in customer care can procure me one at the sale price I would be willing to wait and purchase from you, as opposed to getting from another source.

I love all of your sites and have been promoting birchlane.com to friends and family on my facebook page as I know it is new. I wish you a huge success on this site as well.

I will try and contact your office tomorrow to see if you can do this for me. Thank you for your time and attention to this matter.
Kind regards,
Jeffrey Freedman
jXXXX@aol.com
248-593=XXXX(h)
248-535=XXXX(C)

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David Clark April 8, 2014 at 11:55 am

I have placed an order for an item that I was told would be delivered on or before 04/03/2014. Everytime I call or talk to somebody I am always told that they have to contact the warehouse and then nobody ever contacts me to let me know the status of my order. If i’m not going to receive my order I need to know so that I can find this item somewhere else with hopefully better customer service.

My Order Number: 1692567872

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Michelle Mai February 21, 2014 at 3:32 pm

I purchased a bed from your company on January 21, 2014 order no 1674789911. I only received one of two boxes of the shipment consisting of the head and end boards I have contacted your company on numerous occasions and each time they have assured me thart they would contact your warehouse and sip out the remaining parts. To date i have received nothing. I would appreciate your immediate attention to this matter.

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