I purchased a wall light from Wayfair a while ago, and when it arrived it was beautiful and so I purchased another one to go with it. I was due to go away for work for a few months and therefore missed the delivery. When I came back and opened the light fitting, there was just a bracket in the box. Granted I was late in reporting the error on Wayfair's part due to being away but when I contacted them I was told I couldn't have a replacement part. Now, I'd understand if the reason for return was something like I'd changed my mind, but this was obviously an error on Wayfair's part and I cannot understand why they would rather have an unhappy customer than just send a replacement part. One night fitting cost me over £100 so I'm really disappointed that they only offered me 10% off my next purchase instead of replacing the part (this also came across extremely insincere, since they offer 10% off to everyone who signs up to a newsletter anyway), so now I'd have to pay another £100 towards a wall light and although I love Wayfair's products I'd rather shop at my regular John Lewis for outstanding customer service and a no quibble return policy. It's a shame because I wanted to purchase the matching floor lamp too but definitely will not now. These days its so easy to take for granted that you will get great customer service everywhere and that's what I did with Wayfair and I was horribly wrong.
The order arrived so late. On the website it says the item was in stock, when I ordered they told me my item was delayed because an item had to be ordered. I was in a rush so frankly I wouldn't have even bothered ordering those parts if they weren't in stock. It caused a lot of issues and now we are very delayed. Also the Cash back didn't come through... I had to raise a ticket and that seems to have been ignored too. I know their prices are good but I don't think I'd use them again, these days you expect transparency and quick delivery at the very least when you're online shopping for such expensive goods. I was especially annoyed that the product was displayed as in stock.
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