I think this has been a very bad experience with Wayfair. In regards to the Louis Phillipe Panel Bed we purchased on 2/9/2025, the item parts have been damaged (3 times) and we have been treated insultingly poorly. When the bed arrived initially, the top and bottom of the foot board were broken off the main board. Per Wayfair instructions: Reported the damage, sent pictures, printed shipping label, repackaged foot board attaching shipping label, called FedEx requesting pick-up, waited for replacement. Second foot board arrives. Top piece of foot board was broken in same manner. Spoke to Wayfair CSR who told me that since we had already returned the damaged item once that we would not have to do so again. CSR said that we could discard the damaged item and a replacement would be sent ASAP. Was told to expect an email in 24-48 hours regarding the replacement. No email received. Called Wayfair again. CSR said return had not been processed and that she would forward to a supervisor. Again received email with the same above instructions to return item and new one would be shipped. *****I must stop to explain that during this time of damaged merchandise, return procedures, and poor customer support, we were trying to repair and move back into our home that was damaged and left inhabitable by Hurricane Helene on 9/26/2025. By the time we received the second damaged foot board we were 2 days from moving into our home. After speaking to CSR #2, we discarded the shipping container as directed and actually glued the foot board together in order to have a place to sleep upon return to our home. We had been out of our home 6 months and wanted a place to sleep. Should be understandable!! ****** Foot board #3 arrived and, again, the top is broken off. I spoke to CSR #4 who said we should return foot board #3. I explained to CSR #4 that we had glued foot board #2 (that we were told to discard) together to be able to sleep in our home. At this point, getting another replacement foot board seemed pointless. I have repeated the return directions above and broken foot board #3 will be picked up by FedEx tomorrow (4/8/2025). I explained to CSR#4 that I felt we should be compensated for the foot board. We paid for a foot board that we had to repair to use and spent valuable time repacking, returning, and talking to CSRs. Time that we could have been spending on moving into our home. Then today, I received an email saying that "Wayfair is sorry for the inconvenience and here is $28.94 for your trouble". Absurd! On the original invoice, the foot board was listed as $139.01 plus tax of $9.73 for a total of $148.74. This is the amount that should be due to us as we never received a non-damaged foot board. We had to repair it to use it for goodness sake! To put it into perspective, we have made our home livable quicker than we have gotten a usable bed from Wayfair. I believe this situation deserves a second look. I look forward to a timely response please.
