My complaint:
Hi, purchased a new double latex top open coil 1000 mattress under 3619112314 on 4th August, stated 1 day delivery which was a main draw to purchasing from Wayfair as I currently dont have any mattress due to just moving.
The item did not turn up on the 5th Aug despite checking the My Account area and to updates.
Called Wayfair Customer Services to check, and was informed it would be delivered by DHL on more likely 6th Aug despite having waited in all day on 5th Aug for no reason and no details from DHL via email or text.
On 6th Aug (yesterday) waited in again all day…no email or approx time details of delivery…..called Customer Services on hold waiting in 2 calls for 1 hour despite mention of waiting times being 15-30mins I waited way longer….to be told the wrong Tracking number so had to call and wait again to speak to Hugh, actually he was helpful and emailed the correct tracking number but again it was me having to chase this.
A very simplified DHL tracking showed basic details that item picked up and at depot at 2am, out for delivery 07:56am but nothing else. Was assured by Wayfair item would arrive yesterday until 20:30pm then DHL updated theres a delivery delay but changed time occurred to 19:00pm.
Very annoyed as 1 day delivery not occurred and wouldn’t have ordered here if takes this long.
Called Wayfair again today to find details not sent to me but I had to call to find next working day DHL will send item which is Mon 9th Aug….that’s 5 days and no mattress and a bad back from 5 days of being without mattress…..plus instructions state 72 hrs need to allow the mattress to settle…so 3 more days on top I cannot use. That will be the 12th, having ordered on 4th Aug for 1 day delivery.
I would like some form of compensation as despite I know the delivery is free over £40, I’ve spent £100 more and given i thought it would be 1 day and could forgive 2 days…..5 days is ridiculous, I thought Wayfair were good reputation, and heard good things from friends and your a tv adverts but this experience has me having big reservations for future use of Wayfair….I’m hoping this can be resolved somehow to improve the situation.
I realise you are not DHL, but as I purchased via Wayfair and you utilise DHL, this is all on the sellers front.
Regards and hope to hear feedback…I wish to give good review and feedback if this can be resolved satisfactorily.
Thanks
Simon Dodd
Suggested solution:
Would hope some sort of discount off purchase or compensation for the enforced wait that's now way beyond 1 day delivery time.
