If I could give negative stars, I would. Ordered a bookcase and it came with a huge crack in the door. Trying to get the issue resolved online was a nightmare. So, tried to get help the old-fashioned way by calling customer service. There isn't a number readily available on their site, so had to google the customer service number. Connected with a rep that had such a heavy accent that I couldn't understand what he was saying. Spent an inordinate amount of time on the phone just trying to communicate. They said that I could exchange the bookcase, but that I would physically have to bring the very heavy bookcase to a FedEx location and have them ship it back. I would have to get a friend with a pick-up truck or rent one in order to do that. Are you kidding me? You're going to inconvenience the customer and make them do work for YOUR mistake? Is this the Wayfair policy? Good customer service would make this process painless for the customer and schedule FedEx to pick it up for you for the return.
So instead of that, we decided that Wayfair would send a replacement door with the mounting hardware. I tracked the package for two weeks. Their tracking service said that the package was delivered, but it was never delivered.
I contacted Wayfair Customer Service and this time connected with a rep who spoke English and was actually very nice and helpful. She said since I didn't receive the replacement door (there was some sore of "delivery exception" that they would send me a replacement bookcase. Wow! Above and beyond, right? Well, the replacement that they sent me was packaged in a manner that was not appropriate for the size and weight of this product. When I unboxed the package, I was confronted with a bookcase that, not only had multiple points where there was physical damage, but they hadn't even completed the staining of the bookcase. There were multiple areas where the bare wood showed because they just didn't finish staining it or it was just so sloppy that they missed a number of areas. I will never order from Wayfair again and if you are considering ordering from Wayfair, then "Buyer Beware." Make sure you speak to an actual person before purchasing so that there is some accountability on their par.
