Wayfair — Attraction in San Leandro

Recently I bought two home office items from Wayfair. My first purchases from this retailer. In a nutshell, the quality of the two items could not be more extremely different. The 3 drawer file cabinet manufactured by InBox Zero was perfect. What initially impressed me was the care and expense taken to package this item for shipping. All pre-drilled holes were perfect. Clear instructions. Quality materials throughout. All hardware (screws, casters, etc.) were high quality and the machining tolerances were precise.

The second item was completely different. A flat-pack cabinet, roughly the same dimensions as the file cabinet. That is where any similarity ends. I am not a stranger to cabinetry and have always been impressed by the precision manifested in flat-pack bookcases and cabinets from Ikea. In retrospect, I should have stayed with Ikea. Why? The 5 drawer cabinet requires the owner to screw in wood screws to connect the sides to the back. In two drawers the pilot holes on the backs didn't match up with the pre-drilled holes in the side pieces. A half inch is a big distance. I grabbed my drill and manually drilled new receiver (pilot) holes in the back pieces to make it work. The pre-drilled holes on the side panels were 3/16ths and not countersunk. The wood screws provided had tapering "countersinking" shapes. This meant that the screws could not be screwed in flush. If you torqued too hard to try and make them flush the low quality fiberboard panels would simply disintegrate and you could feel the screw eating up the fiberboard. The threaded nut inserts that the CAM connection dowels were to screw into were cheaply made. When the CAM locking screw was turned to cinch the two pieces up, the plastic nut inserts would simply back out of the holes they had been pre-inserted into at the factory. The CAM connectors, which use an eccentric mechanism to tighten the joining of two wood pieces were cheap sheet metal stamped then bent into shape. Ikea uses cat-aluminum pieces that fir very precisely and cinch up tightly. The Cam screws in this product would spin around chewing up the pre-drilled hole. I quickly had to resort to manually preparing each cam connector before trying to use it. The precision is both the pre-drilled holes AND the cam screw manufacturing was absent. When it is time to attach the drawer slide guides to the left and right sides, the instructions tell the user to use specific holes in each piece. Those holes in the metal guides match up with small pilot holes in the sides. I followed the directions precisely. When I slid the five drawers in for the first time I was stunned to see that instead of a uniform face to the drawers, they seemed to be varying in depth so that one side of a drawer was jutting out 3/8 of an inch, while the other side was flush. In fact, NO drawer actually closed sitting flush. I was stunned because the screws were screwed in the specific metal holes in both the sliding piece and the stationary guide on the cabinet walls. Every one of these screws matched up with a pilot hole on either the drawer bottom or the side walls. There was no way a user could "screw" this up...but there it was. Five drawers, each jutting out on one side or another, and NO drawer sitting flush.

I also have to point out that of the four main panels (top, bottom, left and right sides) only one panel had corner protectors on the corners. Must be a cost savings measure or this was the last piece packed on a Friday.

I have attached photos. Take a look.

Now Wayfair wants me to pay upwards of $24 to return it...after I disassemble it and pack it in the shipping box with the packing materials. Now it becomes clear why this item was less expensive than other vendors. They make their money on returns. In fact, I can keep the darn thing and receive only 20% back. That is about what it is worth. Don't waste your time (over an hour to assemble in order to deal with the problems) only to have to deal with the return policy. There are quality...

On November 4th, I purchased a Hightower Glass Top End Table from Wayfair website. Upon delivery, the package was damaged .Upon inspecting the damaged box, I found that the glass tabletop was completely shattered, and the marble layer underneath was also broken. Broken glass pieces are scattered all over the garage, and I even cut my finger.

I attempted to resolve this issue online by submitting return and assistance requests on November 8th and November 10th. After my first attempt, there was no record of my submission in WAYFAIR order record system. Following my second attempt, the system showed that a replacement item would be sent to me by November 15th. However, as of yesterday, November 18th, I have not received the replacement, and all records of my refund request have been erased from the order system on Wayfair website.

On November 18th, I contacted the customer service team via text message to address this issue. The resolution offered was to provide me with a FedEx return label so that I could arrange for FedEx to pick up the damaged table. This should be the resolution. Unfortunately, I have not received the return label as of today, November 19th.

So I followed up with customer service, then I was shocked to learn that my refund and return request is now marked as under investigation, and I was told that a refund or replacement is currently unavailable. So yesterday's resolution is no longer valid either.

A series of contradictory actions gives me reason to believe that they are evading responsibility and may even be engaging in deceptive practices.

I rarely write reviews, but I cannot understand how such a large company with no bottom line exists in the U.S. This is to prevent more people from...

Hi, I prefer to give less than 1 star but there is no option. I have placed an order for Under Cabinet Range Hood on Mar 30, 2024. The delivery date mentioned was April 04, 2024. When I placed a similar order with the Home Depot, it was said that the delivery date is in May. Thinking that Mayfair would deliver earlier, I had cancelled my Home Deport order and placed the order with Wayfair. Fifteen days ago, when I called to check, it was confirmed that the delivery date is 1st May, 2024. Two days ago, again the delivery date is changed to 15th May, 2024 and I am not sure Wayfair would stick to this date. Because of this uncertain delivery schedule, my project had to wait. The strange part is that when I had contacted the customer support, they simply said that there is an option to cancel, which I am already aware. Such unprofessional attitude and at the same time giving false delivery dates just to get the business, amounts to unethical business practice.

To add, subsequent orders were promptly delivered on time....