topic About Wayfair in Among Friends

About Wayfair

chrystaltree — Wed, 08 Jan 2020 21:10:57 GMT

Someone asked about Wayfair returns not too long ago. I have purchased from them but never had to return anything....until Monday. I purchased a set of lamps for our family room. Not super expensive, aroun $150 for the set. Well, they arrived Christmas week and I decided not to put them up until after I took Christmas down. I didn't open the box, I put it in the closet. Christmas so crazy that it just never occurred to me that I should inspect them. When I opened the box on Monday, I saw that one of the lamps was smashed to smithereens. I was upset and I was not exactly how to handle it so went to their website and there is section for problems and returns and I said what happened. I was expecting a phone call but that evening I had two emails from them. The first one apologized for what the called my "disappointing customer experience". They said that they would replace the broken item at no expense to me and they would forward the tracking information to me. Honestly, I thought that would take a week or so. The second email again apologized and they gave me a 10% discount on any future purchase. Well, the replacement arrived about 10 minutes ago! I was sitting here at my desk working and I saw the UPS guy come up the steps with big box. There are 8 condos in this building, I assumed the package was for someone else because I'm not waiting for any UPS packages. But it was my lamp! So, that's my Wayfair story.

Re: About Wayfair

BlueFinch — Wed, 08 Jan 2020 21:18:49 GMT

Thanks, great to know. I have an eye on a couple of things, but will be a first time shopper.

Re: About Wayfair

JudyL — Wed, 08 Jan 2020 21:37:32 GMT

I recently had a very good experience with WayFair also. Something arrived with some damage - not much but enough that I thought they should know about it. I called and got a discount on my purchase price as I didn't want a replacement. The delivery guy sent pictures so they could see the damage and the customer service dept called me immediately, while the delivery guy was still there, and offered me the discount. I thought it would take a few days to hit my credit card or at least a follow-up call on the credit but nope, it hit my card the very next day.

The customer service rep was so nice, explained everything to me re the credit and when it would show on my account.

I was very pleased with how WayFair handled the issue and responded so quickly.

Will definitely order from them again - in fact I did already!

Re: About Wayfair

jackthebear — Wed, 08 Jan 2020 21:41:42 GMT

that is the kind of policy that builds customer loyalty

noticed a giant Wayfair warehouse in NJ last week along side the Amz one ,

Re: About Wayfair

ScrapHappy — Wed, 08 Jan 2020 21:42:55 GMT

I haven't shopped Wayfair too much. I've purchased bedding from the before and had a good experience so I had ordered another comforter set. It was nice, but definitely not like the color shown on their website. They were very nice and accomodating about my return and gave me a packing label via email with free return shipping because of the color difference. Great customer service.

Re: About Wayfair

wishmoon — Wed, 08 Jan 2020 21:43:08 GMT

I haven't had to replace any item but have only had good support from this seller. Great prices, fast delivery, what more can you ask for?

Re: About Wayfair

QVCkitty1 — Wed, 08 Jan 2020 21:45:07 GMT

@chrystaltree wrote:
Someone asked about Wayfair returns not too long ago. I have purchased from them but never had to return anything....until Monday. I purchased a set of lamps for our family room. Not super expensive, aroun $150 for the set. Well, they arrived Christmas week and I decided not to put them up until after I took Christmas down. I didn't open the box, I put it in the closet. Christmas so crazy that it just never occurred to me that I should inspect them. When I opened the box on Monday, I saw that one of the lamps was smashed to smithereens. I was upset and I was not exactly how to handle it so went to their website and there is section for problems and returns and I said what happened. I was expecting a phone call but that evening I had two emails from them. The first one apologized for what the called my "disappointing customer experience". They said that they would replace the broken item at no expense to me and they would forward the tracking information to me. Honestly, I thought that would take a week or so. The second email again apologized and they gave me a 10% discount on any future purchase. Well, the replacement arrived about 10 minutes ago! I was sitting here at my desk working and I saw the UPS guy come up the steps with big box. There are 8 condos in this building, I assumed the package was for someone else because I'm not waiting for any UPS packages. But it was my lamp! So, that's my Wayfair story.

Wow, you can't ask for better service than that, I will pay more attention to Wayfair.

Re: About Wayfair

NicksmomESQ — Wed, 08 Jan 2020 21:47:13 GMT

Last year I bought a tv stand from Wayfair for a new 75 inch tv that I had just bought. My handyman put the stand together .After it was assembled I noticed a very obvious defect in the wood on the front of the stand.

I went on the website & sent them an email with a picture of the defect.Within hours I got a phone call!! Since it was already put together they offered to send a furniture repair service to fix the defect.I accepted.

Within a few days the repair service came & did an awesome job. You can't even tell there was a problem. The next day Wayfair called to see if I was happy.Because of my inconvenience they credited my account 30% of the cost of the stand.They didn't have to because I had told the guy I was happy with the repair.

Excellent customer service!!

Re: About Wayfair

Shelbelle — Wed, 08 Jan 2020 21:49:52 GMT

My experiences with Wayfair and its CS have all been very positive!! Nothing negative to say about them at all.

Re: About Wayfair

Catiele — Wed, 08 Jan 2020 21:52:46 GMT

My experience with Wayfair has been a positive one. Have been ordering fo about a year. My first purchase was a TV stand. My husband was surprised at the quality.

Re: About Wayfair

Spacrazy — Wed, 08 Jan 2020 21:55:38 GMT

Wow, that’s impressive. I’ve never shopped with them (no particular reason) but I will now thanks to your testimonial.

Re: About Wayfair

suzyQ3 — Wed, 08 Jan 2020 23:32:23 GMT

We bought a bench to put at the foot of our bed. It came with a slight but visible defect. I called, and CS said they would send another one and that we could do whatever we wanted with this one.

The second bench also had a small defect. So I called again. CS refunded our money and again said to keep the second bench.

Re: About Wayfair

jannabelle1 — Thu, 09 Jan 2020 00:00:50 GMT

I've also had good experiences with Wayfair. I ordered a large wall clock and it wouldn't work. I tried several batteries, but nothing worked. I contacted them and they credited me the cost of the clock, gave me a $10 coupon for a future purchase, and told me to just dispose of the clock instead of sending it back.

Re: About Wayfair

Vivian — Thu, 09 Jan 2020 00:55:12 GMT

I had read on these boards that Wayfair had good customer service. I decided to order a wooden file cabinet from them. It arrived in several pieces that I had to figure out how to assemble. Worse, however, it weighed a ton. There was no way that I could carry it up the steps to our home office. I called Wayfair and was told I could either get a full credit or mail the cabinet back, at my expense, for a refund. Given that the thing weighed more than I do, I opted for the credit. UPS picked up the cabinet and I bought some much needed towels and a sheet set.

Re: About Wayfair

ECBG — Thu, 09 Jan 2020 04:49:43 GMT

I was absolutely shocked when our son said he had ordered a large master bed from them (they got into a new structure two days before Christmas after losing the house and belongings to fire last Dec 31!).

I know the best furniture store around here and could have helped.

He was in love with the sturdiness, and the wood and said each piece was signed!

Re: About Wayfair

Foxxee — Thu, 09 Jan 2020 09:28:18 GMT

Isn't it nice to be treated so well by a retailer? One that really appreciates your business?

Re: About Wayfair

OnlyShopsOnline — Thu, 09 Jan 2020 17:42:38 GMT

I LOVE Wayfair/Birchlane/Joss and Main. It's a wonderful company. I've ordered a lot of furniture items from them. And, they are a company of the highest integrity. I have no hesitation ordering from them at all.

I ordered a $200 wall clock for our new room addition. It was large, with large hands, because it sits up high. When it arrived, it was not as pictured. The hands were much smaller. So I called them to see if I could get a replacement. That particular item came directly from the manufacturer, so they didn't know how a new one would arrive. They also gave me the option of keeping it and they would refund my money. Wow! I did send pictures to them.

I ordered a large credenza and the legs were damaged at the bottom. They offered to send another one or give me a partial refund. Because it was large, and my husband needed to be here for the delivery, I opted for the partial refund.

I recently ordered a cabinet for my sewing room. The packing from the manufacturer was atrocious, for such a heavy piece. The box was falling apart by the time FedEx delivered it. I called them, and sent pictures, every step of the way, as we inspected the parts. (This needed to be assembled.) Once we identified the few parts that had gotten damaged, they had the manufacturer send us replacement pieces. They arrived in two days!

And, of course, I've had lots of things arrive in perfect condition. They carry some of the same items as local furniture stores. But, their customer service with damaged items is superior to any of the local furniture stores that I've dealt with in the past.

One other perk....if you see something on sale, you can call and they will hold the price for 7 days, so you can make up your mind. Just a very nice company!

Re: About Wayfair

chiclets — Thu, 09 Jan 2020 17:56:36 GMT

I have been shopping at Wayfair for years and have never been disappointed with their customer service, or with the quality of their merchandise or with the prices.

They are a retailer that always work with the customer.

Re: About Wayfair

blackhole99 — Thu, 09 Jan 2020 20:26:02 GMT

Wow, that's fabulous CS, I never bought anything from them, I'll have to check them out.

Re: About Wayfair

Hoovermom — Thu, 09 Jan 2020 21:15:26 GMT

@chrystaltree : I have a great story about Wayfair also. DS and DDIL ordered a buffet from them for their new house (order was in placed in July). Due to unforeseen problems, they did not close and/or put china buffet together until November, 2019. When they opened the box all of the glass inside was shattered. Wayfair does have a return policy of 30 days. Being the helpful (?) mom that I am, I wrote Wayfair a nice letter explaining the delay in putting the cabinet together and asking how to contact the manufacturer to see if they could purchase the glass only. Low and behold, a nice person from Wayfair an email from them said they would replace the glass for free and within a week A BRAND NEW BUFFET came to their new home. I was flabbergasted and immediately send an email thanking them for their kindness and generosity. Wayfair is awesome!!!!!