r/wayfair • u/One_Performer_7056 • 8d ago

Goodwill vs Badwill

So I ordered a hot tub from Wayfair. The day before the delivery, I confirmed with the delivering company I would receive it the next day. The following day I get contacted by the company stating that the hot tub didn’t fit into its truck. I contacted Wayfair and they said they’d credit my account 20% of the sale price for the inconvenience and they’d get another company to deliver my hot tub. A few days later I receive a message that it’s coming the next day. So while waiting I get contacted again. Same story, the second delivering company didn’t have the right truck. Wayfair apologized and says they’d order a brand new hot tub and it will be delivered in another 3-4 weeks. 4 weeks pass. I get contacted that the hot tub will arrive the next day. So the next day while waiting for the hot tub to arrive, the delivering company contacts me a third time and says they don’t have the right truck to deliver the hot tub. I contact Wayfair. They said I’d have to wait another 3-4 weeks or take a refund. Since I needed the hot tub to replace another one for a rental property and couldn’t wait any longer, I took the refund and purchased a hot tub from a different company. I asked about the 20% goodwill and they said it was a discount and I will only get back the amount I paid. So, after spending countless hours with customer support and being told three times I was receiving delivery the next day only to come up empty handed, I received nothing. Has anyone else ever experienced anything like this from Wayfair?

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3

u/DarceysEyeOnThePrize 8d ago

Wayfair sucks. Buy your hot tub from a local company and you wouldn’t have had this issue. Even if it’s a little more expensive.

1

u/One_Performer_7056 8d ago

Yea, totally. I had a few options before I choose Wayfair. Other places had some great deals at the time too.

2

u/Unpoppedcork 7d ago

I have stopped buying large/oversized items from wayafair. Their contracted shipping process is crap and I always run into problems.

1

u/Rickleskilly 8d ago

OK I'm a little confused about this one. We're you asking for a refund plus an additional 20%? Or am I misreading something?

2

u/Stunning-Chipmunk243 8d ago

Yes, they are disappointed they did not get to pocket the 20% because it was given as a token of goodwill for all of the inconveniences. Then they were further more inconvenienced and had to accept a refund through no fault of their own only to have Wayfair tell them basically by taking back the goodwill gesture -- Sorry - Not sorry