Wayfair review: Fire pit

Sandra Brocklebank-Wickes of US

Sep 13, 2023 9:09 am EDT

Verified customer

Featured review

I ordered a firepit on 31 August and paid for 3 year extended insurance and delivery cost. I was advised it would be delivered on 13 Sept.

On 10 Sept I received a text from XDP asking for me to click on a link and sign for a parcel (no info on the parcel and I was away from home so did not click). This apparently was the fire pit but I was unaware that that they would deliver on that day. On 11 Sept I contacted XDP (via AI bot because there is no phone number to actually speak to someone) and was advised that they will try to redeliver another 2 times but could not guarantee what date! I contacted Wayfair but they could not give me any other info other than that XDP are contracted to attempt delivery 3 times before returning to sender.

Today is 13 September, no attempt have been made to deliver and I have been told that if they re-order I will not received until 22 September. I have asked for a full refund, but have had to re-call customer service because they did not include the Insurance costs. Am so disappointed because I have used Wayfair for many years, but will now not order from them if they continue to use XDP.

Desired outcome: I wanted it re-ordered and delivered Next Day Delivery.... apparently this is not an outcome Customer Service can make happen

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