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Category: Business

Tags: Wayfair, return policy

4 Copley Place Floor 7
Boston, MA 02116

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wrong delivered couch

Date: 12/20/2018 3:32 PM (PST)

hello, In November my husband and I purchased a leather couch and 2 chairs from Wayfair. We ordered the couch and chairs in a specific color and specific style of wood legs. Steamboat chestnut and French oak legs. The name of the couch is Carson Leather sofa.

When the delivery came the chairs were exactly as ordered but the couch had black legs. The Delivery men communicated the situation back to Wayfair but they did not want to put the couch back on the truck and insisted that we keep the couch "so you can have something to sit on".
The specialist Tammy Cyr ordered a replacement couch to be sent out. When that came, it had black legs again!
From then on with multiple emails from customer service specialists we were told that the legs can come off and that they will send a technician to remove and replace the black legs.
This is just crazy to us. The couch and the chairs were over $3000. My husband has looked at the couch and he says the legs do not screw off. We are concerned that disassembling the legs from the couch will impact the structure in a negative way. The Carson Leather sofa is currently on sale on their site with the very same options. Replacing the legs whether a good idea or not is simply besides the point. This was their mistake. Why can't they simply deliver the couch with the correct legs??
The latest email from them is that they are sending the replacement legs to my house and will arrange for a technician to change them out. Do we have to accept this??
I have the whole sorry mess on an email that I sent to Wayfair with attachments documenting the sequence of events. This format does not allow for attachments but I will gladly send them. Also, if you care to, just type Carson Leather sofa in the Wayfair search field and you can see for yourself what's what.

Thank you in advance for your advice,

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Date: 12/21/2018 9:41 AM (PST)

Hello Virginia. Thank you for contacting Business Consumer Alliance (BCA). First of all, I am so sorry to hear of your experience with Wayfair. As a frequent online buyer myself, I can only imagine what a disappointment this whole experience must be. Do you recall if the delivery man made a note on the invoice or purchase order of your issue with the couch at the time of the first delivery? I understand he communicated with Wayfair verbally, but I'm wondering if this was noted on the invoice as well. Do you recall when you placed the order, if you were made aware of special circumstances regarding the couch, I.E., warranty, returns and exchanges, refunds, etc.

I went on Wayfair's website to see what their policy is regarding returns and exchanges. Per their website, if an item is not a perfect match, you can return it for a refund within 30 days of delivery. I noticed separate but similar policies for mattresses and large appliances, but nothing for large pieces of furniture. However, I did see under their large appliance return policy, they advise not to accept delivery of wrong or damaged items; so I wonder if this applies to furniture as well.

BCA has processed several complaints against Wayfair. Unfortunately, Wayfair has failed to address complaints with our office. For your review, I am attaching a link to our Reputation Report on Wayfair. If you click on complaint experience, you are able to view complaints, and find that several consumers have experienced similar issues with Wayfair: https://www.checkbca.org/report/wayfaircom-103209995

Wayfair is headquartered in Boston. MA. I recommend you reach out to the Massachusetts Consumer Protection Division and file a complaint against Wayfair:https://www.mass.gov/how-to/file-a-consumer-complaint

There are a number of complaints already on file: https://docs.digital.mass.gov/dataset/complaints-subject-matter-and-business-attorney-generals-consumer-advocacy-and-response-0#{query:{q:!Wayfair},view-graph:{graphOptions:{hooks:{processOffset:{},bindEvents:{}}}},graphOptions:{hooks:{processOffset:{},bindEvents:{}}}}

Virginia, even though we may not be able to get a response from Wayfair, I still encourage you to lodge a complaint with us. It's important to share your experience with their company: https://www.checkbca.org/filecomplaint.aspx?id=103209995

I hope I've been able provide you with some answers. Please feel free to contact me directly at vantillon@checkbca.org if I can be of further assistance.

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