Ordered over 1k in bathroom renovation items not thinking anything about it because Wayfair had always been amazing with all of our home renovations. Well, the items didn’t fit together when the contractor went to install them and the items were from the Kohler brand, so we returned the items and ordered next day shipping from Kohler of the correct products as Wayfair did not have them in stock. I noticed wayfair refunded some items but not all. I called customer service promptly and they said it was a mistake because all items were placed into one box by FedEx instead of separate boxes- which fedex insisted on doing. The customer service team reassured me everything would be okay and they would just need the tracking ID from fedex for the box, which the tagged for the other items- I was truly so grateful, relaxed, and satisfied. 5 months later we randomly get charged by wayfair for over 1k saying they did not receive the items and customer service even accused us of committing fraud and said they would report us to the local authorities! WHAT! After spending over 1k to get the correct items MONTHS ago and after being refunded for the items MONTHS ago we were shock! FedEx even sent us the signature confirmation from a wayfair employee stating the package was received but Wayfair’s customer service did not give a crap and would not do their own investigation (even though they said they did, which if they did they would clearly find the items) and kept accusing US of FRAUD. I bet their warehouse staff sells the items on the side and makes a killing. I used to refer people to wayfair all the time after they raved of our home renovations and I now tell everyone to stay far away from this company, because they are clearly incompetent and dishonest. Their customer service rep also told me she would stop responding to my emails and would tell everyone else to not respond to me anymore (WHAT?!). Beyond this, I was 8 months pregnant and did not need their disrespect from customer service and horrible organizational skills with their returns. Buy straight from the brand instead!
