Joeanne

This has been a very disappointing purchase for a product costing over 1,700. The console took two months to arrive. Because we were in the middle of moving to a new home, we didn’t open the box immediately. When we finally unpacked it a few months later, we discovered that all assembly hardware was missing, and these are specialized parts that cannot simply be replaced at a hardware store. The overall quality is also far below what you would expect at this price point. The materials feel cheap, and one of the push-to-open drawers does not function properly. When I contacted Wayfair customer service, I was initially told that replacement hardware would be sent within a week. Instead, I later received an email stating that the factory cannot ship the hardware and will instead send a replacement unit, which would take another four months to arrive. I asked if store credit could be issued instead so I could purchase a different brand, but I was told that was not an option. The only alternatives offered were to wait four months for another unit or accept a 375 discount to keep a defective product. Given the price of this item, that response is not reasonable and does not reflect the level of service expected for premium furniture. I hope Wayfair will reconsider this resolution and provide a more appropriate solution.