Wayfair.co.uk complaint: Executive Resolution Team Complaint

My complaint:

The behaviour of **** of Wayfair’s Executive Resolution Team is unprofessional and frankly rude. She is customer services, but is not being helpful. She is now ignoring my emails because she cannot answer the questions I have put to her, and I am simply trying my best to get my issue resolved. I asked her to provide contact details of her supervisor and she refused. I really need her to explain Wayfair’s terms and conditions and not simply direct me to a link. I have asked specific questions regarding having to take pictures of each item or they will not process the return, and she refused to give an explanation. Wayfair reserves the right to modify, alter, or update these Terms of Use and Sale from time to time. What I would like to know is when were these terms and conditions modified, altered or updated and why was I not informed of these changes prior to my first contact with Wayfair. I feel, if the contract between myself and Wayfair are changed after I have agreed to the terms and conditions, that contract is no longer valid.

If I had prior knowledge of the new terms, I would not have entered into a contract with them in the first place and would have shopped elsewhere. The new terms seemed to come into effect due to my unprecedented order and subsequent return. The modified terms were not made clear to me prior to shopping with Wayfair. Unfair terms are terms that bind a customer to hidden terms, which is the case here. Wayfair must comply with contract law when renewing their terms and conditions. Their most recent update of their terms and conditions was October 12, 2021, which means I am not bound to their new update. I believe what **** has asked me to do has nothing to do with the terms and conditions and she is simply trying to make the return as painful as possible in the hopes I give up. I feel she is being vindictive and I have a right to return items not up to standard to what I paid for. It is bad enough they charge £10 per item to return, which means I will be out of locked £180, minus the £10 for the wrong item sent. Therefore, I would be paying almost £200 for returning not fit for purpose items.

I have asked her, if she still refuses to respond to my emails, please provide details of someone who will. I am still being ignored.

Suggested solution:

Collect the 18 items with an apology and issue a full refund.