Wayfair UK Tracking Order Status

Ordered a desk riser so that I can stand while working. It arrived in a completely battered box, with old delivery labels ripped off. Opened it and there were scratched and smudges on it. I was clearly used which is pretty outrageous - I can't imagine anyone thinking it's OK to dispatch a used and damaged product Wayfair offered 20% off which I took because the product is actually just what I needed. However I'm trying to send a proper complaint because I'm assuming selling something used but claiming it's new is fraud or false advertising as there's nothing in the product description to indicate it's used. Very poor experience.

Ordered a rug but it didn’t arrive. Managed to speak to customer services by online chat who told me it never left the warehouse and they ordered another rug to be sent. I did get confirmation. Read the reviews on here and was dubious I would ever get my rug but a few weeks later it arrived. I was so excited until I opened it and found it was completely the wrong colour. Contacted customer services again by online chat and was offered the option to keep it and have a partial refund or return it and they’d send me the right colour. The customer service person was polite and really helpful but I’m not sure I want the hassle to return it (had to cut the packaging to get it out) and I’m not confident that I will end up with the right colour rug or one at all if I return the one I have so I opted to keep it. If I’d got the right colour I would have given them 5. I gave them 3 just because I was impressed with their customer service despite reading negative comments about it otherwise would have been lower.

Order No. #3901301594 I've got so used to poor ccustomer service with most companies, I was expecting the same from Wayfair. What a breath of fresh air to receive clear, efficient service from a young man at Wayfair today! I'd bought a stove top kettle which which turned out to be not fit for purpose. The handle got too hot to hold after boiling & the trigger to open the whistle cover was so hot, it burned my finger. I couldn't find an option on the website for free returns when an item was neither damaged nor faulty. Bad design was the problem. The customer service person I spoke to sorted out the problem in minutes with no hassle or to-ing & fro-ing. He actually listened to me (very rare for a customer service operative in my experience nowadays) & sorted everything out immediately. Stress-free! I think this customer service person should be at the very least a team leader, preferably in a management postion. Well done & thank you!!

Wayfair offer some apparently interesting products but their interest in their customers seems to cease when they have your money. They have chosen as a delivery partner DHL which has a Trustpilot rating of one star which tells you just about all you need to know about their attitude to customer care. Ordered a table, delivery promised five days ago but still no sign despite constant chasing. Every day, a new promise of delivery, every day another no show. After a total of five successive days of promised deliveries which failed to materialise and more annoyance and irritation than I can express, I received a full refund as noted in Wayfair's response below. However Wayfair do not mention that, after reaching out to them for help no less than five times, they only acted when I told them that I intended sending a Letter Before Action with a view to seeking a court judgment against them. Only they know why they did nothing to resolve this before that point was reached.

Item ordered (#1639430752) with delivery estimated for 6 days. Item collected by courier company (XDP) and tracking information provided - delivery date unchanged & there was no communication or tracking update after that day! XDP were impossible to contact & Wayfair don’t want contact until 2 days after the expected delivery date. Two days after the delivery date I contacted Wayfair who told me the item was damaged by the courier and returned! No one thought to tell me!!! Their answer is refund or try again. Good news is I will get a refund and have found better, cheaper and with reliable shipping elsewhere. I will never use Wayfair ever again.