My order arrived. Regretfully, it is not a shop crane.
I did not even open the box. I could tell right away it was much too small to be correct. It says "Engine Support" on the box.
Wayfair's customer support leaves much to be desired... First I tried logging into my account and choosing "Problem with order". That askes a series of questions, but then dead-ends with a broken link to contact customer support.
Then I tried the live chat option - which obviously isn't "live" at all, it's just a chat bot. I went through all the same steps only to have it tell me I could keep the item and it would give me 20% off. Ah, no thanks. When I asked for a refund it said basically: "sorry, I can't do that".
I explained that purchase agreements don't work that way. A company cannot offer a product for sale, accept my money, deliver something different and then require me to accept it. Also, that sort of activity is defined as a "unfair practice" under Alberta's Consumer Protection Act, exposing the company to legal liability beyond a simple civil action.
That's probably unnecessary, but I was getting annoyed. At that point the bot gave me an option to communicated with Customer Service via text.
The first agent again offered me a 20% discount to keep the item, which I declined.
By then it was bedtime, but when I reprised the conversation in the morning I spoke to a new agent - who was actually surprisingly helpful and agreed to a refund and a FedEx pickup.
Assuming you get the wrong item too, perhaps this tale will help you skip to the part where you get to speak to customer service. I think you could probably just ask the bot for that and skip all the nonsense in-between.
