Wayfair review: Wayfair customer service

On August 5, 2023, I ordered the Swensen 63.9" media console. The initial item shipped quickly and arrived to me damaged. There were multiple chunks taken out of the wood of the tv stand. I contacted the company and asked to send just a replacement part on August 9, 2023. After not receiving any shipping updates on the item in over a week, I reached out to the customer service department. The told me they could not give me a tracking number and I should contact them in a few days. I contacted them two more times asking about a tracking number, the last time being three weeks after ordering. The representative still couldn't provide me with any information. At this time I was ready to just move on and get a different tv stand. On August 25, I contacted customer service at 12:17 pm. The customer service rep told me it showed the item had been delivered even though it hadn't even been shipped. The rep said since it hadn't shipped they could cancel my order and issue my money back. On August 26, the tv stand arrived at my address after I was assured it wasn't shipped. On August 28 I contacted costumer service to return the item since I had already purchased a new one. The sent me information on returning and told me I had to pay $80 to send this back. After waiting this long period of time, getting no information from costumer service, being told it had not shipped and I could cancel I do not feel the shipping cost should be my responsibility. Therefore, I called in to the costumer service line. The rep had to connect me with the manager. The manager told me there was nothing he could do. He also raised his voice at me and wouldn't let me speak with anyone else to help resolve this issue. I thought it was best to speak with someone else because he was obviously angry and couldn't handle having a conversation about the situation. He told me 'I "was attacking him personally", which was completely untrue. I did point out that he was being rude and he was raising his voice at me, which he was. And I thought a simple solution would be for me to talk to someone else, which he refused to do. I also encouraged him to pull up the conversation I had with customer service on Friday and he said he had no record of the conversation which obviously states that the item was not shipped and I should be able to get a return. This is a lie. I went into my chats and found the conversation and kept a copy of it. I thought this conversation was very important to the discussion because it showed that the rep told me it had no shipped and that they couldn't provide me with any shipping information before I attempted to cancel. The rep kept saying "our policy states that it is the costumers responsibility after the item has shipped." But I was told it had not shipped. Furthermore, the rep did not receive the tracking information until today. I think this managers lack of professionalism and problem solving is also a big problem for your company. After this encounter I will be hesitant about purchasing anything through this company or recommending anyone I know to unless this is resolved.