Wayfair.co.uk reviewed by

trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars
trustpilot stars

Atrocious customer service

I purchased a rug and a table. The rug arrived in good time.

I was given an estimated delivery date for the table of 6th August 2013. It did not arrive and by reference to the tracking number provided by 7th August 2013 the item had not been collected from Wayfair's warehouse by the courier.

I called Wayfair and was told there had been an error and that the courier would collect the table from the warehouse on 7th August and I would receive it on 8th or 9th August. I arranged for someone to wait at home but by reference to the tracking number provided by Friday 9th August the item seemed not to yet be with the courier.

I spent more valuable time speaking to Wayfair. I was eventually told that due to an error the item had not been collected from the warehouse by the courier but that I MIGHT receive the item on Monday 12th August. I lost faith and cancelled the order verbally and in writing. Now for the best bit.

Wayfair's Mrs [private data removed] condescended to allow me a FREE RETURN although I had never received the item. I was then told twice by email by Mrs [private data removed] today (10 08 2013) that no refund could or would be made until the item was returned to Wayfair and inspected for damage. That bold and foolish position was adopted by Mrs [private data removed] despite the fact that the item never left Wayfair's warehouse as far as I know, if in fact it was ever in stock when it was notionally sold to me. I explained to Mrs [private data removed] that a refund could not be conditional upon the safe return to Wayfair of a table that had never been supplied to me and the condition of which I could not have influenced. The absurdity of Mrs [private data removed]/Wayfair's position regarding a refund is plain to see. I put Wayfair on notice of recovery action under the County Court Pre Action Protocol, explained to Mrs [private data removed] that I consider her to be "hard of understanding" and left it at that.

Experience shows that one discovers how good or bad a business is when things go wrong. This business appears, in my opinion and experience, to care very little about its customers and very much about its customers' money.

I recommend avoiding this business. There are many alternatives.
    Comment (?)