Absolutely awful company. I've made 2 orders and both have been so disasterous that I ended up asking for refunds on them and will refuse to order from this company again, I STRONGLY suggest to anyone who reads this to NEVER USE THIS COMPANY.
First order: 6 weeks expected delivery time. Tracking showed it had been returned to sender maybe 3 or 4 weeks in due to "incorrect papers". Delivery date still showing up as expected date, so I wasn't concerned, believed the papers would be sorted and it would be delivered as expected. It was only when I had the first issue with my second order and the staff member in the chat got confused over which order I was talking about that I learned a replacement had NEVER been issued, apparently Wayfair had NO IDEA the product had even been returned to them so they would have just kept my money without informing me. I found this out by pure chance.
Made order 2 while waiting for order 1: we received a notification a week + earlier than expected saying our order "would be with us tomorrow". Had to rearrange our plans in order to be in for delivery, clear the space etc. (It was a 4 door wardrobe).
Deliverymen turned up, didn't wear masks and decided to LET THEMSELVES IN to one of our locked rooms! Luckily it was the kitchen as I had shut my indoor cat in the bathroom, but if they'd decided to let themselves in there she would have easily gotten out, especially as they left our main door wide open. To be clear, they had been specifically told which room the wardrobe was going in, it had the only open door, we live on a single floor flat so there were no mistakes, and they never asked permission to unlock the door and enter the room.
The packaging was torn open on 2 of the boxes, they had clear boot prints on too. One didn't even have padding inside so the bare "wood" was open to scuffs and scrapes.
When we attempted to assemble the wardrobe (the instructions are incredibly bad) the whole thing collapsed due to low quality metal supports on the bottom of the wardrobe collapsing in on themselves, which in turn tore the connecting points on the wardrobe and made it unsafe to attempt reassembly.
I made a complaint about the delivery men and asked what to do about the wardrobe, as the site offers replacement pieces but I wasn't certain what would need to be replaced and didn't trust the design in the first place. I asked if I could get a refund but was assured a replacement would be fully quality inspected so I agreed to accept a replacement for the whole wardrobe: I asked if the old one would be taken away at the same time as the new one was delivered but was never given an answer.
In the meantime I was sent an email asking when I would like my old wardrobe to be collected, but it said I should wrap it in its original packaging. I emailed again to explain I couldn't wrap it as the boxes had already been thrown away (I live in a flat and don't have room to keep them). They told me I could just use plastic bags I told them I had.
While I was waiting on email responses asking about the packaging it turned out that they chose a collection date for me, instead of waiting for a response. They were due to collect the day before my partner and I went away for a weekend trip - annoying, but manageable as we were told we just had to wrap the pieces in bags and then someone would collect, simple job and we could get on with our last minute preparations for the upcoming travel etc.
The collection day arrives and my partner and I get the largest parts of the wardrobe down the stairs between us to make things go faster (and after the previous experience of men letting themselves into our locked room we didn't want them in our home).
The men arrive to collect and don't introduce themselves, just immediately start ranting that they'd tried to phone me a few times - to which I explained I'd been busy all morning (my phone was on Do Not Disturb and I hadn't had a chance to check it so didn't realise). One of the guys went "BUSY?!" and raised his eyebrows like I'd sworn at him!
Note, at this point our small doorway at the bottom of the stairs which lead to our front door was full of large wardrobe pieces, they were ready to be picked up but were hazardous if someone would be coming and going. These guys decided they wanted to pile into our home regardless to see what other pieces there were (when I was offering to just bring them downstairs as they were smaller) or they could have just asked how many there were. They just pushed in and came upstairs anyway, ranting about not having enough labels. The guy said he would have to get his supervisor on the phone so they went off to call someone, while I brought up the email evidence I'd been given with packing advice on my phone. They came back in and handed the phone to my partner, it was on speakerphone and I clearly heard the person on the other end say they wanted "evidence from Wayfair that (they) could take the wardrobe as it is". I showed the email to the guy who was collecting (who was casually leaning against our wall like he owned the place and had also lowered his mask) and he just rolled his eyes at me.
I explained it was evidence to the guy on the phone, I had very clear evidence IN MY HAND and they still refused to take it. So my partner and I were left with a heavy wardrobe blocking our stairway and only fire exit, a day before we were due to go away for the weekend.
I immediately went to the online chat to raise a complaint. The person on the other end apologised, said they were raising it as an "urgent issue" and that it would be sorted by the next day. I explained my partner and I had already struggled to get the heavy stuff down the stairs and couldn't carry it back up, and that we wouldn't be available for the weekend, so said I would have to leave everything outside, to which the staff member replied that was perfectly ok and we would just have to leave a note "for Wayfair collection" (which I did).
We were expecting the pieces to be removed the next day, but they weren't, which caused not just a trip hazard for people (such as postmen) but also a firehazard for adjoining buildings and an eyesore for the business below us.
We received an email on Saturday asking us to provide dimensions and amount of packages, to which I immediately made clear I could not provide as WE WEREN'T THERE. Why they couldn't get that info off the guys who were meant to collect, or their own website, I do not know. We were just told to leave it out, someone would be sent to collect and dispose of the faulty product.
The email response, a few hours later, asked me THE EXACT SAME QUESTION. I again responded with the same, at this point they were already ruining our weekend as we were worried about the business downstairs and clearly getting nowhere with this purely shambolic company. We've only recently moved in and don't want to be leaving junk piled outside!
I messaged AGAIN to say as much, telling them they would have to sort it out immediately as we had already been promised it would be sorted by Saturday! They asked for the dimensions and amount of packages again.
We arrived home today to find they're all still piled outside.
This company is a disgrace. DO NOT USE IT, TELL ALL YOUR FAMILY AND FRIENDS, NEIGHBOURS, ENEMIES...EVERYONE...DO. NOT. USE. THIS. COMPANY. Horrendous.