This is an open review for Wayfair Furniture distributors. Over the years, I have purchased several items in stores and on line dealing with multiple companies and have often been satisfied and happy with the products I purchased and sometimes not so pleased.
When a product does not meet your expectations, you now have certain options that include refund, replace, exchange, etc. This is when you must deal with customer service and that is when a company shows it's true colors and in my opinion, Wayfair passes with "flying colors". Although with many purchases I have made, the products arrived in good condition, I write this review for two (2) separate purchases I have made through Wayfair that arrived damaged. The first time I had to deal with Wayfair's customer service was when a Glass Table that was delivered, arrived "shattered" in the box, noticeably damaged in shipping by careless handlers.
I immediately got on the phone and called Wayfair expecting to be given a "hard time" from a company representative, but it was quite the opposite. I was immediately connected to a very polite and sympathetic gentleman who told me they would refund or send a replacement table to me at no cost. I did not have to return the damaged goods, and he apologized to me for the inconvenience of having to dispose of the destroyed table. I am happy to say, a replacement table arrived in a short period of time and I was completely satisfied.
The second, and most recent issue I had was with the purchase of a wooden storage bench that I bought through Wayfair from one of their providers. I could have bought this same bench from a different vendor, but chose to pay a little more to Wayfair because of my previous satisfaction. Unfortunately when the item arrived, the seat top on the bench had noticeable damage (from the factory) and was not mounted properly (hinge screws were stripped). I contacted Wayfair customer service once again wondering if I would receive the attention I did before and I was treated exactly the same!
This time, when I told the first lady I spoke with what had happened and requested a replacement part, there was a misunderstanding what exactly I needed and the manufacturer sent the wrong part and it could not be used. Another call to Wayfair and this time I was connected with "Mercedes" who understood completely what I needed and told me she would order the correct replacement part and have it shipped ASAP! The part arrived, which I installed and am very happy now with my purchase, but even more happy with my interaction with Wayfair's customer service on not just one, but three (3) separate occasions and each time was treated by three (3) separate representatives who were kind, compassionate, sensitive to my needs and respectful of my situation. And each time, without hesitation or reservation, immediately attended to my problem.
They took customer service to an all time high and I will continue to use them and recommend their company to my family, friends and anyone who wants to purchase products through a reliable company that excels in customer service. I give them a 10+ star rating!
Product or Service Mentioned: Wayfair Customer Care.
Reason of review: Good customer service.
I liked: Customer service.