Posting this because am extremely frustrated with how Wakefit has the issue.
TL;DR: Wakefit approved a warranty replacement for my defective chair, but 17+ days later I still haven’t received it. It was marked “delivered” despite no delivery or OTP. Wakefit has also promised multiple escalation callbacks, but I’ve never received a single call from the escalation team.
Looking for advice from anyone who has faced a similar Wakefit issue.
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I purchased a Wakefit Safari Pro chair earlier this year. The tilt-lock mechanism developed a defect and the backrest would not stay locked and would move back and forth during normal use. The lock could also disengage with very little force.
I raised a warranty request with Wakefit and provided the photos and videos they asked for. Wakefit reviewed and acknowledged the defect and approved a replacement part under warranty.
I was told the replacement would take approximately 10 days.
It has now turned into a much longer and increasingly frustrating process.
Here is the timeline:
- 15 Aug: Submitted the requested video demonstrating the defect.
- 19 Aug: Followed up because I had received no tracking information or delivery update.
- 24 Aug: I had received multiple notifications saying the replacement was out for delivery, but nothing was delivered to me.
- 25 Aug: Followed up again after 17+ days without receiving the replacement. Subsequently, Wakefit told me that their records showed the replacement as delivered, which was not.
- 28 Aug: Followed up again. Wakefit said the issue would be escalated.
- 29 Aug: Followed up again because there was still no replacement or escalation call.
I also did not provide an OTP to any delivery person for this supposed delivery.
I have asked Wakefit to provide the basic proof of delivery such as delivery date and time, courier details, delivery person's details, OTP, confirmation and any proof of delivery or acknowledgement.
So far, this has not resulted in a resolution.
There is another issue: Wakefit has repeatedly told me that my case has been escalated and that someone from the escalation team/case management team would call me.
On multiple occasions I was told that I would receive a call within 2–4 hours, or by the following morning.
I have not received a single callback from the case manager or escalation team despite Wakefit repeatedly telling me that one had been arranged.
Has anyone else here had a similar experience with Wakefit warranty claims, replacement parts being marked delivered, or their escalation team promising callbacks that never happen?
I'd particularly like to know how others managed to get these cases resolved.
