Wayfair sofa delivery delay but they have changed their compensation policy midway through my order

jv123

Hi there,
I ordered a sofa from wayfair back around the 20th June because it would come within 4-6 weeks as I needed it quickly.

When the sofa arrived after a minor delay of 1 week, I discovered it was a right hand orientation instead of the left hand orientation that I ordered. The right hand orientation does not fit in the space the sofa is to go so not fit for purpose/not as described.

Spoke to wayfair customer services and they ordered a replacement to be sent out. However, I found out that the replacement would not be delivered until mid September! They offered me £43 in compensation and allowed me to keep the current one until the correct one is delivered (which to be honest I would expect as standard).

It is now mid September and they have advised me about 3 days before the supposed delivery date that it has been delayed by another month. I believe I am within my rights for additional compensation so phoned up on Tuesday to ask etc. and they advised me that the compensation policy changed on 1st September and they will be unable to offer me ANY additional goodwill at all!

I raised a formal complaint and the manager has also now advised that they will not be able to offer any compensation. I advised them when the manager called me that considering the huge inconvenience I would be expecting a refund of an extra £100 considering how late in the day they have advised me of the delay in delivery. She spoke to her manager and has come back unmoved from her position.

They have offered to give me £100 off if I keep the current sofa but I can't close my lounge door fully so I said no and the sofa is comfortable etc but it is just the wrong size considering what I ordered.

Am I right to expect additional money off for the new delay?! I feel this is unfair trading practice and they are out of order by referring to a compensation policy that was not in force when my order was placed over 2 months before the policy change!

I have tried to keep it brief but feel I should give the full picture!

Many thanks
James

KatrinaWaves

When you ordered it there was an agreed compensation you signed up to? Or have they just changed their willingness to offer compo? They can change goodwill gestures at any time if they don’t have a published ‘delay compensation’ term that you agreed to during checkout. 

I think expecting another £100 on top of your £43 is pushing it considering you have something to sit on. 

Diamandis

What is the compensation to cover? Have you taken time off work to accept the deliveries? Compensation is to cover costs. I think they're being pretty nice letting you keep the other sofa while they get your new one sorted. 

Aylesbury_Duck

Sounds like good service to make amends for their mistake to me.  They could have simply taken back the wrong sofa and refunded you.

jv123

Thanks for your responses, its more the fact that the item I ordered should've been with me a month and a half ago. They advised that the supplier had said that it was due to a lack of fabric, but I find it hard to believe that they had no fabric throughout the whole of August and part of September. Also, they likely have had more orders coming through considering the price on the website has gone up £100 so I don't understand why they haven't ensured my replacement for their mistake is prioritised over other new orders. I think considering it was supposed to be delivered within 4-6 weeks of 20th June, I deserve more than a 5% refund considering it will be delivered at least twice as later than that. 

I could've ordered from Sofology and got a much better sofa in the same time frame compared to now. I guess £100 back is gambling a fair bit but I think I should be offered a bit more than just £43 no? 

Aylesbury_Duck

jv123 said:

Thanks for your responses, its more the fact that the item I ordered should've been with me a month and a half ago. They advised that the supplier had said that it was due to a lack of fabric, but I find it hard to believe that they had no fabric throughout the whole of August and part of September. Also, they likely have had more orders coming through considering the price on the website has gone up £100 so I don't understand why they haven't ensured my replacement for their mistake is prioritised over other new orders. I think considering it was supposed to be delivered within 4-6 weeks of 20th June, I deserve more than a 5% refund considering it will be delivered at least twice as later than that. 

I could've ordered from Sofology and got a much better sofa in the same time frame compared to now. I guess £100 back is gambling a fair bit but I think I should be offered a bit more than just £43 no? 

Crikey, is yours that bad?

No harm in pushing for what you can get, but be nice about it.  They don't have to offer you anything (although they really should honour the original £43 they offered) so don't go in all guns blazing and end up with what you don't want but which they're entitled to offer: a refund and collection of the sofa.

ssparks2003

jv123 said:

I find it hard to believe that they had no fabric throughout the whole of August and part of September.


why they haven't ensured my replacement for their mistake is prioritised over other new orders.


 I think considering it was supposed to be delivered within 4-6 weeks of 20th June, I deserve more than a 5% refund considering it will be delivered at least twice as later than that. 

1. Many factories globally have been shut for months, existing stocks of component materials have been used up and the supply chain has to re-start. Why do you think that they can't run out of a particular fabric?

2 why, your getting compo. So thats the buy off.

3. Its from wayfair, let's be blunt. Its a cheap little sofa most likely coming out of an developing country made by unskilled staff and in 5 years you will be looking to replace. You have your compo, which is a lot more than a lot of companies would offer, or have to offer you.