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“Absolutely appalling handling of lost order”

written by Gina1974 on 05/10/2018

I ordered a double bed base which I needed urgently as i have family visiting from abroad. I used Wayfair as there was a guaranteed delivery which suited my timeline. Initially they were really good with communicating, and then handed me over to their courier company. I waited all day for the delivery which didn't arrive on time - in fact it didn't arrive at all. The snag is that the courier company claim they delivered it, so unless I have a dodgy neighbour who intercepted and stole the order and pretended to be me, they are lying. I immediately called both Wayfair and Panda (the courier company), and got no answer. So I then emailed the complaint to both parties. The next morning, after no response from either company, I have to phone to follow up. The frustrating thing is that both Wayfair and Panda took no accountability. There was no solution offered, and I had to keep following up - neither party had the decency to actually find a solution, it was left up to me to keep calling and offering options. Being a Friday (with the order a day late) - Wayfair tells me I must wait until next week so they can find the order. The courier company were less helpful - all they could say is that they couldn't get hold of the driver (at this stage it is now 24 hours later - great employee).
I told Wayfair that I thought it was acceptable that they replace the bed and sort out the lost order directly with Panda and not involve me. I am the one out of pocket - I have also now had to pay for hotel accommodation for my family due to this mess - they then keep arguing that the order was in fact delivered and they cannot help me. I have never come across such shoddy customer services. In all fairness the agent I spoke to was very understanding, and kept having to ask the manager for permission to solve the problem - and the manager was the one blocking any form of solution.
I would absolutely, strongly advise that you don't use Wayfair. Not sure what happened to the policy fo the client is always right? Firstly they should have taken the initiative to correct the mistake and deal with the problem directly with their questionable courier - it should never be left up to the customer to be chasing a situation like this. Totally unacceptable.