DO NOT BUY FROM HERE! Defective Item reported; refund not forthcoming as promised!!!
DO NOT BUY FROM HERE! Defective Item reported; refund not forthcoming as promised!!!
Bad Service despite defective item reported! Order no.: 43296626564
“We really appreciate your patience and cooperation as we work to make things right.” SJ - really, but you go against your own policy and my consumer rights!
I notified Wayfair via their online chat that a mirror bathroom cabinet had become defective. I told twice after lengthy discussion in the online chat that a refund would be submitted. Three weeks on and I’m still waiting! Five emails sent to the resolutions team with photos and video; 3 chats with different colleagues on the online chat and I’m no further to getting a refund! In my second online chat i was offered a discount of 35% by AT but i stated theand then following that, most focal part of this cabinet ie the mirror is damaged, so no thank you; I was then offereda 25% discount (yes LOWER) by SJ from the resolutions team.
EVERYTIME I have stated that it is well within my consumer rights to request a full refund for a defect item and that I was therefore exercising this right to ask for it! I would like Wayfair to collect their defective item, but they h e gone quiet on me!
This kind of non existent Customer ‘Service’ is absolutely shocking and I will never again buy from this company
Email below is between myself and Wayfair resolutions - one of five I’ve sent!
I had already been offered a discount or a replacement - see chats with colleagues in the online chat, but 1) the shadows are clearly visible round blotches and as the mirror is the focal point of this cabinet, I cannot use this cabinet as the mirror is unsightly…no one would accept this with a brand new product, so I’m baffled that Wayfair is being so difficult in refunding me, as a refund is well within my legal consumer rights. 2) I was offered replacement door too, but as the manufacturer will use the same adhesive, I’m afraid the very same problem would occur - incorrect solvent based adhesive eats the mirror paint on the rear of the mirror which is why I can see these amber coloured blotches (I have reached out to a mirror manufacturer and this has been explained to me).
Please note that I did state that these discolourations only appeared on the mirror when exposed to light weeks after it had been built and thus packaging had been removed and thrown away. This is a DEFECT item and therefore I have a right to return it and get a refund. This is a defect in the item and therefore you could not possibly expect me to have hung onto the packaging?! I will package it safely as I have packaging from a new cabinet now bought from IKEA
I have stated twice, I would like to exercise my consumer rights by having g refund. I have also been told twice by your colleagues that a refund has been submitted! Where too I’m unsure and it’s never come through and you are now trying your level best not to do so too.
Please could you kindly arrange for the refund I have twice been promised, was submitted.
I am happy to package up the defective cabinet for return at Wayfairs cost, as the defect is nothing I have done to the cabinet.
Thank you
On Tue, 26 Aug 2025 at 15:09, Resolution Management Wayfair
Thank you so much for reaching out to Wayfair. We truly appreciate you getting in touch. My name is S from Wayfair, and I am contacting you on behalf of K whom is out of office.
We're so sorry to hear that your Raygen W H Frameless Medicine Cabinet Mirror has been reported with marks. We understand this is frustrating and certainly not the experience we want you to have with Wayfair. Please accept our sincerest apologies for any inconvenience this has caused.
Please know that we're here to help and we're committed to resolving this for you as quickly and smoothly as possible.
While a full refund/replacement unit is certainly an option, we would like to offer you alternative solutions that may better suit your needs and avoid the possible inconvenience of returning the item.
To resolve this issue for you, we would be happy to offer one of the following resolutions:
A discount to keep the one received, of 25%
or
A replacement unit. (Please note, a return may be necessary of the original item, if a replacement is requested. If a return is required, the item will need to be disassembled and repackaged. If the original packaging is unavailable, please ensure the item is securely packed in the same number of boxes as received to prevent damage during transit. Improper packaging may result in the carrier declining collection. We apologize for any inconvenience).
Please reply directly to this email with your chosen resolution at your earliest convenience. This will allow our team to take immediate action and provide you with the fastest possible service.
We really appreciate your patience and cooperation as we work to make things right
Reply from Wayfair UK
Thank you for taking the time to leave a review, however we are sorry for any disappointment caused by this. We can see that your order is in the hands of our Specialised Team and that they are currently working with you to resolve it. We recommend reaching out to your Account Manager by directly responding to their email. Thanks.