One rug arrived damaged, and I was given the choice of accepting a discount or returning the product at my own expense. I reluctantly accepted the discount because the return shipping costs would have been prohibitively expensive, if not impossible. For the second order, I paid an additional $50 for expedited shipping after the website guaranteed next-day delivery. The rug never arrived, and the company has refused to refund the expedited shipping fee. Instead, I was told I must wait a full week to determine whether the item eventually arrives — the same timeframe that would have applied with standard shipping. Customer service later stated that expedited shipping is “not guaranteed,” despite advertising and charging for next-day delivery. This creates the impression that customers are encouraged to pay for expedited shipping services without any commitment that the service will actually be provided.
I was attempting to pay with my Affirm Card, but the system assumed that I was opening a new Affirm Account when I selected payment type. I assumed that my Affirm payment selection was to USE my own card. Now, the order needs to be cancelled to update my payment for Visa to allow my Affirm Card to be entered as payment. Although, the Wayfair cancellation process is antiquated because it makes captive customers wait several days instead of a shorter window to possibly receive it or be rejected for order updates. It's doesn't appear that Wayfair has expeditious processing for assisting customers with updates. Please consider adding an option to your purchasing that allows a cancellation within a short window for better shopping experience. I am now a Wayfair captive customer because of the payment process and extended cancellation processing before repurchasing with an alternative payment. I will never invite family or friends to experience such an antiquated way of purchasing online. Amazon.com and Walmart allows at least a 30 minute window to cancel a new purchase without awaiting several days to be refunded. Please consider updating your order processing support with live service representatives having capability to support changes or better purchasing and cancellation options to avoid duplicate orders.
Based on 15 verified customer reviews, Wayfair USA holds an average rating of 1.3 out of 5 — rated Bad on ReviewTerminal.
