Wayfair review: Customer service is bottom of the barrel

I have a two year open account with wayfair-Citibank and I called approximately two weeks ago to update my phone number and address almost daily. Customer service advised me they could not verify me and sent me over to the fraud department for assistance. To no avail—verification failed and they advised me they will mail me a letter to the address on file. I advised the agent I no longer live at that address but she disconnected the call immediately. The process of me trying to get my phone number and address corrected & online access restored is a dead end with no resolve.

On 12/4/23, I called Customer Service to pay my account off & close the account. They advised me they cannot close my account at this time because they still could not verify me. I was told a verification letter was sent out to my old address as well as a phone message sent to my new phone number. I advise them neither was received and to go ahead and close out my account. They refused me.

My mission is to close out this account with Wayfair due to the horrible customer experience I have encountered. The confusing thing is how are they able to take money from me but can’t verify me or my account. This has thrown up so many red flags for me and I feel like transparency is lacking in this entire situation.