I ordered this bed on 9/3 with a delivery of 9/17 provided. Today is 10/10 and I received 2 sets of rails ... no headboard. I called Wayfair Customer Service SEVERAL times regarding this delivery. The last call I made to Customer Service, I was asked what I wanted to do and I clearly stated (and the rep today confirmed via the notes) that I had requested a full refund and the Agent from Wayfair had stated that I would be getting a full refund. Instead, after I explained I would NOT BE AT THE ADDRESS past October 6th (hard move out date), I received no refund but did receive another set of bed rails ... AFTER the move out date came and went. So, today, I again called and was told that the package had to be returned or I would not receive a credit. I am 3 hours away, the owner wants the bed rails removed and I'm left to deal with errors every step of the way. The ONLY thing that was processed in an expedient way was the payment. To date, I've spent over $600 on a bed I don't have, don't have a way to ensure the return is handled and can't trust that, even though the Agent has (I've heard this twice now) said I would get a full refund ... but said I have to get the items back to them (LONG past the date I gave them that I would not be at the location and would not be willing to drive over 200 miles to get the package) or the refund would not be processed. I've purchased MANY times from Wayfair, Joss & Main, All Modern, Birch Lane, and Perigold, I can not in good concious recommend these organizations.
My review is really along the lines of the way the support by both Wayfair AND the Manufacturer failed to perform. The product, to me, for on line purchases can be less than perfect ... The Service and Support can't!
