Wayfair LLC

I am speechless about Wayfair’s customer service. Well not speechless because… I don’t think I’m ever without speech. Maybe… Stunned? Flabbergasted? Astounded? Impressed. Yes, impressed. Very impressed.
If you happen to read reviews about Wayfair on Consumer Affairs, you would think that Wayfair is evil incarnate; it’s nothing but one horrifying review after another. It made me nervous (to say the least) to buy from them the first time. But our first purchase (a TV stand) arrived relatively unharmed and looked exactly like what was ordered; there was some minor damage on one of the corners, but we accepted that it was the nature of the online furniture shopping beast.
Then we decided to try our luck a second time and ordered a writing desk.
Our writing desk arrived quicker than expected, but in a semi-​damaged box. I opened it, removed all the parts, and was beginning to breathe a sigh of relief because nothing appeared to be damaged. Then I noticed that one piece (for the front of the desk) was cracked; the crack ran from top to bottom and was pretty obvious. My heart sank a little, but I immediately found Wayfair’s Customer Service number and called them to determine my options.
The lady on the phone informed me that she would order a replacement part after I provided specific part information. We would have to wait a couple weeks for the part, but at least Wayfair was willing to help me get it fixed. I finally breathed that sigh of relief.
Then I get this email the next day:
«Dear Jeff,
Thank you for giving us the opportunity to resolve the problem you experienced with your Wayfair order #[Redacted]. We are writing with an update on the following replacement part (s): [Redacted] for the [Redacted] Writing Desk
We have learned that these part (s) are not available, but are committed to resolving this matter for you. As such, we have ordered a replacement for the entire unit at no charge to you.
REPLACEMENT UNITS ORDERED
[Redacted] (QTY: 1)
Delivery estimated on or before: 04/​15/​2015
Estimated Ship Date: 04/​09/​2015
Shipping Via: UPS/​FedEx Ground
Tracking will be sent via email as soon as your item (s) have shipped. Please yada yada yada (they didn’t actually say this). If you have any questions, please yada yada yada.
The Sales and Service Squad
Wayfair»
I am increasingly of the opinion that the average online shopper is a whiny [bad word]. Wayfair has been so helpful in every interaction I’ve had with them thus far. So if you’re not getting excellent customer service, or a reasonably rapid remediation to your issues, I’m going to assume that it’s because: (a) you’re a jerk, and/​or (b) you’re trying to rip them off and they’re not willing to put up with your shenanigans.
The second desk arrived unharmed. Bonus points: it arrived on the day that it was supposed to be shipped (so they got it to us so quickly that we weren’t even ready for it). It was built by yours truly and functions as needed. We have since ordered additional furniture (that we’re earnestly waiting for now), because why not? Now a majority of our living room will be furnished by items purchased on Wayfair. And all of it is seemingly sturdy, good quality, trendy furniture. The costs of the purchased items have been very low when considering comparable items at local furniture stores.
Wayfair. Is. Amazing.

One of the best customer service encountered in quite a while. We had limited time to get a large piece of outdoor furniture for a good friend who was going thru a rough time. Prior to his wife’s death, we all went with her to a luxury spa she loved. There, they had these floating outdoor recliners where our friend proceeded to disappear in. We were ready to leave and he was snoring in the recliner, so bottomline — For someone that wasn’t that much into spas, he was definitely into this recliner, so we thought if we could find it — it might help to cheer him up. We purchased it at Wayfair and while we were hesitant that they were shipping it from far away, they gave us a delivery date that was about a week ahead of our departure so we purchased it.
En route, the shipper used destroyed the box with holes all over and parts hanging out of a large part of the box that was open. We proceeded to assemble and soon realize that parts were missing and likely lost en route thru one of the many holes in the box.
At that point, we thought there would be no way to get the missing parts in time for our departure to our friends, but some great Wayfair Customer Support folks proved us wrong.
A Customer Service Agent, Justin John? from I think their Utah Customer Service Center went over several options with us, and while we did not think we could resolved the problem in time — He not only made it happen, but stayed on the line with us until it was all resolved.
This store and their people truly stand by their customers, and their products; even when one of their shippers destroys them en route.
Great products and very reasonable prices, but above all — great people work there.