Wayfair False Advertising

It arrived in the mail and isn't even worth $20. Cheap, inferior product. I applied for a return and they are attempting to charge for returned shipping. Their advertisement clearly states free shipping. Nowhere on the advertisement does it list a disclaimer on shipping via an asterisk or a hyperlink that refers the customer to another page.

Talked to Will in customer service to complain. He talked to his manager and he or she refused to waive the shipping. So, I filed a BBB report and two other reports with my state AG and another with MA where they are located. And I've needed to dispute the item with American Express.

Their customer advocacyteam has already refused to refund the shipping. They state the return shipping is listed on their return page. Uh, no. That isn't how you properly disclose shipping costs. If the item was not free shipping, the webpage for the item should not have stated it was free. This implies both ways. As stated before, there is no disclaimer or hyperlink referring the customer to their shipping page to divulge that return shipping is charged.

This is the second problem I've had with Wayfair since July. The prior was on a vanity that they didn't deliver properly 4x.



The way they handled the vanity also violated the FTC's mail merchandise rule. Here is the link: https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order. In the end, they ended up having to give me about a 20% discount on the vanity because of how they handled the deliveries.

Won't be ordering from Wayfair again. They've lost thousands of dollars of future business from us because of this transaction.