the worst experience I have ever had arrived defective and remains unresolved despite repeated attempts to work with the merchant.
Reason for Dispute:
The product I received was defective and not as advertised, and the merchant failed to provide an acceptable resolution.
After assembling the cabinet (I paid my handyman $100 to do so), we discovered that the lights in the unit did not work. I immediately contacted Wayfair. They agreed to send replacement lights; however, the replacements were not the same lights advertised—they were magnetic strip lights, which do not fit properly in the unit and do not adhere as intended.
Installing these new lights requires partial disassembly of the cabinet, creating additional costs. I requested reimbursement of the $100 required for reassembly or that they provide assembly service at no cost. Instead, Wayfair issued an unsolicited partial refund of $68 (25%), which I never agreed to and which does not cover the expense or correct the defect.
I spent over an hour on the phone with Wayfair’s customer service offering multiple reasonable solutions, including:
Providing free reassembly,
Paying the remaining $32 to cover the actual reassembly cost, or
Picking up the defective product for a full refund.
Wayfair refused all options. Returning the item would require me to disassemble and rebox the large cabinet, which would cost more than the item’s value.
The product is still defective, does not match the advertised description, and the merchant has refused to resolve the issue.
Requested Resolution:
I am requesting a full refund for the purchase amount and for Wayfair to arrange pickup of the defective item at no cost to me.
will never use wayfair again the worst
Copy of purchase receipt / order confirmation
Correspondence with Wayfair customer service
Photos showing the defective and replacement lights
Screenshot of partial refund applied without my consent
Please review this dispute under the category of defective merchandise / product not as described.
Thank you for your assistance in resolving this matter.
Sincerely,