I learned the hard way to always save and print Web site confirmations. You can even take a screen shot. But I am also sure this was NOT on your list of worries considering what you have gone through. Can you turn it over to your credit card company to handle? I have always had my suspicions about this company. They seem to promise way too much . . .

GV, I just want to add that I am SO VERY SORRY for what you are going through. It just stinks! Ptooey! A pox on Wayfair too! Not sure if I have much power with my evil eye, but I did my best! HUGS and hugs and hugs to you and hubs!

I've heard too many stories about wayfair to ever order from them.

I'm so sorry you're going through this. Here's hoping to a return to normalcy soon.

I looked up some reviews of Wayfair - https://www.consumeraffairs.com/online/wayfair.html

I didn't filter them in any way, but they are from the most recent down. The majority of them that I read are issues like yours with very bad customer service and delays in shipping.

Can you refuse the sofa when/if it arrives and have the carrier return it to Wayfair?

I went to their website and every sofa that I see says free shipping. Did they tell you why YOURS suddenly wasn't? Can you give us the name or item number of it?

I can't imagine going through a flood and then this on top of it. I'm sure it doesn't help to know that you are one of many that have received this treatment. Reading those review is very enlightening.

Can your credit card company help you with this??

Did you use a credit card - maybe contact them about this disputed issue

Thank you all so much for your kind words and support, when I asked the person it was escalated to why I was being charged shipping on something advertised as 'free shipping' she said they pay for shipping when you buy something but since I cancelled it and they had to reroute back to wherever, it was my responsibility to pay for that.

I'm frankly agog at this treatment, esp. when I cancelled according to their policy (well before the item was shipped), but am being charged as if it were being sent to me and I owed a shipping fee.

I'll look at those reviews My3dogs, thanks for posting the link, wish I had seen this problem isn't an anomaly beforehand, I guess you live and learn but this stings. I'm rather afraid if I protest it to the credit card co. and succeed, that Wayfair will just send me a bill for it as they are dead set against retracting this ridiculous charge.

Don't be afraid to protest to the credit card - they are there to help you and have the legal knowledge and skill to defend you against Wayfair.

A friend of mine worked at Wayfair briefly (between jobs), and she hated it. She's an interior architect and needed work between commissions, but she said that she would never go back to them. She said they were the "Walmart" of furniture stores.

Well I just deleted my Wayfair bookmark! I would be protesting the charge if it was me.

After reading through the first page on My3dogs link I likely will protest any charge that shows up on my credit card, this behavior seems to be their regular course of business.

I'm so sorry that this unnecessary burden has been added to the very real traumas you have already endured. I really hope your credit card company can help you. You've done us all a favor by exposing this company whom I had considered ordering from in the past. I hope everything can be resolved to your satisfaction. Best wishes for your husband's recovery.

I'm so sorry. Fight it! I had a battle with DCG over a sofa. I won the battle with the help of my credit card company bit it took a month

Check with your CC company. I suspect their agreement with Wayfair probably includes something regarding protested payment and it could preclude the Wayfair from trying to collect from you directly, if the CC company denies payment to them. Your CC company can tell you.

I have ordered quite a bit from them. Fight. And call your CC company. Refuse the charge. I had a similar experience with Overstock. I ended up getting my correct table and $100 GC. I told them the wrong piece would end up on the curb. I didn't care. I am getting quite good at controlled yelling. I am sure Customer Service people don't like to hear me coming.

Absolutely dispute it with your credit card company - there is no way you should be paying that charge! Also, it may be worth another call to Wayfair - sometimes the outcome of this type of thing depends on the specific customer service rep you speak with. I have ordered quite a bit of stuff from Wayfair over the past year and their customer service has been quite good, although it really does depend on the individual. For instance, two items I purchased arrived with minor damage to the surfaces (a small scratch on a table leg and a small scuff on a faux leather ottoman). In the case of the ottoman, they offered me a $150 (about 35% of the price) refund or a replacement (that would have taken a month), but with the table, they only offered me a $20 refund (about 10% of the price), and said nothing about a replacement.

Regardless, your credit card company will make quick work of this. I'm so sorry you're dealing with this on top of everything else!

I've found that taking such problems to social media, such as Twitter or Facebook can garner results as well.

DD had a brand new car that had been damaged by mice eating the wiring. Long story short, the dealership kept stringing her along regarding taking care of the repairs. Small town dealership, only one for miles and we found out later they were notorious for doing this. After the car had been in the shop for 4 months with no results, I suggested she put out a "tweet" on the Ford Twitter. Within 30 minutes, they asked her to email them, within an hour a VP CALLED her, and she had her car back in 1 week.

If all other recourse fails, take it to social media.

They do NOT want to look bad in public. And with your unfortunate circumstances, they certainly are NOT looking good! At all!!!

I'm sorry you're going through this. Hoping you get some kind of resolve soon. I won't be shopping with them.

All of your comments, advice and good wishes are so heart-warming, thank you all so much.

I will dispute the charge with the credit card company, I hope that's true Olychick that they'll be prevented from harassing us if the cc co. backs me up.

I'll let you all know the outcome, and again, thanks so much for all of the support, it has been a very trying time lately but one day at a time we're getting through it, my husband's work has been fantastic, family and friends very supportive, even strangers (our neighbor's family who never laid eyes on us previous put us up for 5 days after the flood, until we could get a motel room), I'm constantly amazed at the good-hearted generosity of folks - I wish I could turn Wayfair CS into those kind of people but at least hopefully I can stop them from taking advantage of us. Great big hugs to each of you!

I shared a link to this thread on Wayfair's FB page. Lots of times the social media managers are better with customer service than customer service! Maybe giving them the opportunity to make this right will help.

I had a similar experience with Overstock

Funny because I've always had excellent service with Overstock. Never had a problem with them, and I was going to recommend them. Have they changed?

Even had a case where I had ordered a "top" piece to a desk as a separate piece. It came in damaged. I called Overstock and they sent out a replacement the next day and told me to just trash the damaged one.

To the OP, definitely dispute it with your CC company and I would definitely post also on social media. Can you imagine the fallout from someone complaining about this who just went through those devastating floods?

Yeah file for the chargeback - and as best you can document what exactly was said when.... and be aware of the filing deadlines. Its more than just self interest - I really do think we have a responsibility to our fellow consumers to use the tools available to keep unethical co's in line.

I had great success in getting back some $$$ from a real sleaze business known as compact appliances dot com. It was quite awhile ago, so dont quote me but I seem to remember credit card guy I talked (at our local bank) to saying the onus is really on them to prove that they didnt screw you over! If you have that piece of paper that confirms your cancellation I think youre good (disclaimer - Im not a lawyer). Good luck!

I also posted on Wayfair's FB page to complain about your treatment.

Had a similar situation, cancelled an order when the delivery date changed after placing the order.

Refused delivery and initiated a credit card dispute. Was successful in getting charge removed.

Also had bad experiece with Wayfair. Was sent a light fixture, missing an essential piece to install it. When I contacted them, after talking with multiple people, was told the piece (a 4" rod) must be purchased separately; there was no mention of that on the item description. The 4" rod "separate piece" was not even listed for sale anywhere on the Wayfair site. It took 6 months to arrive. Then electrician could not get it to work right and it was too late to return.

I'm so sorry you are experiencing this and hope you get it resolved. I haven't had issues with Wayfair, even with returns, but other frustrating experiences. I agree about going to their Facebook page. I've had to go that route in the past and was able to finally connect with someone that helped. Good luck. Please let us know what happens.

Wow that's just terrible. I would call Wayfair right back or write to them and tell them the story in an email. I ordered some bedspreads that never got delivered, I wrote to them and in twenty minutes got an email saying sorry and we will send out a new order. Today both orders came so I called them to say the late one and the new one came, what should I do. The lady said "keep both orders" . It's more work to get it out of the system than to take the loss. So now I have FOUR bedspreads, they will go to the lake house.

Once I went up the chain, Overstock came through. But I had to get pretty angry to start that process. When my table finally arrived it was quite worth the effort. I even put it together all by myself!

Thank you Lori (and cpartist) I can't see a lot there since I don't have a FB account but I could see part of the post. All of my communication has been through e-mail with them so I have proof of everything that was said in case the CC co. wants it when I file the dispute. You all are so very kind and helpful. :)

Good looking table, Louise!

That is great news! Thanks for letting us know!

Wonderful!

I was so dismayed reading your post because I've had so many successful orders from Wayfair -- even a Toto toilet! I have many light fixtures and fans from them, too. When a part on the Toto toilet wasn't what my plumber wanted, they cheerfully sent a different part for free and free shipping, without hesitation. When I've had questions before ordering an item, they'd send someone out to the warehouse to look at it and report back.

LOL I'd never have thought to look for toilets at Wayfair. But same here, I've never had a problem ordering from them until this, it was so unexpected, I'm still puzzled at how the site could not record the cancellation when I got a page saying it was cancelled and my account would reflect it in 3-5 days, but very glad someone there finally believed me and rectified the matter.

So glad to hear things turned out well for the most part. I had never used Wayfair, and can honestly say I never will after seeing this thread.

Praying your life gets easier and your husbands health gets better. :)

This month they charged me DOUBLE the interest! I always pay twice the amount of the minimum payment (or more if I can), and this month I noticed that the interest charge was $5 more than the $70 payment I made! I emailed them and was told that my payment did not post in time and I was charged a late fee in addition to the interest fee. I know that wasn't true because I set up AUTOPAY never to forget a payment, and my account statement showed the payment posted a day BEFORE the due date! I called customer service and explained the situation and after looking at my account, etc, they said they would waive the whole interest fee for this month. I explained that was not necessary, that I would pay the interest I'm supposed to pay, but they insisted on waiving the entire fee. I'm guessing that I was not the only one it happened to this month. I hope they don't report it as a late payment to the credit bureaus and ruin my perfect record. Moral of the story: ALWAYS read your credit card statements CAREFULLY!

Wrong moral. The only ALWAYS when dealing with credit cards is they are a convenience and one should ALWAYS pay them off FULLY each time a bill comes. Wayfair is a business and as all business figured out long ago the money you can't make on merch you can make on poor consumers that live outside their means !! The rich get richer and the poor get poorer; credit cards are one of the ways.