Complaint: Collection of Faulty Furniture Refund Required

on 27 January 2022 about Wayfair.co.uk in category Interior shops

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My complaint:

I ordered some furniture from Wayfair at the end of November 2021. It arrived mid December 2021. The Dining table and chairs snd the Display cabinet were damaged upon receipt. I received replacement Dining table and Display cabinet on Wednesday 26th Jan . Unfortunately the replacement Display cabinet was also damaged . I didn’t open the Dining table as I just wanted a refund of my money £2,929.90 in total and for Wayfair to collect all 6 items of furniture free of charge. 6 items being 2 sets of dinning chairs , 2 dining tables snd 2 display cabinets . They agreed to do this . I had various texts and emails from a Company called Panther who wants me to select a date when they can come and collect . HOWEVER THEY ARE ONLY SHOWING 3 ITEMS FOR COLLECTION . I have sent many emails to Wayfair asking them to rectify this as they need to collect all 6 items . I get different customer service personnel each time they reply and they just keep asking me to say what I need collecting but don’t then change anything . I am just going around in circles with this . No on we had taken ownership of my issue despite me asking them to do so . They have now stopped replying to my emails . I am very upset by the attitude and incompetence of the Wayfair process, I feel unable to select a collection date as Panther are not showing the full items for collection . I won’t receive my refund until Wayfair get their furniture back . Please could you intervene and request that Wayfair amend their systems to show the full list of furniture that has to be returned. I have a house full of faulty furniture and I am extremely distressed. I am also worried that they will not refund me and it is a great deal of money , Wayfair also need to update the details showing on “my account “ of items due for return , Again this is not complete and not showing all 6 items . I would appreciate any help you can provide as I don’t know what to do next . Many thanks , Carole Revill

Suggested solution:

Wayfair nerf to amend the list for collection by Panther to show all 6 items .
2 Display cabinets
2 sets of dining chairs (4 chairs in total )
2 Dining tables .

They also have to up date the “my account “ details to show all 6 items ,

Once furniture received they must process my refund immediately.

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