I was sent the incorrect item. Whilst customer service representatives respond quite quickly their problems solving skills are limited. They were unable to swap the item and stated I would need to make a new order. They also tried to charge me £.6.99 the cost of the return. I had to take the item to a local collection point, I don't usually mind this but in this case the item was a large, heavy bookcase which I struggled to carry. There has been a fault on the website for over three weeks meaning I have been unable to order the item I want. I feel my complaints are dismissed and staff are disinterested. Surely this is having a financial impact on Wayfair, yet they have been unable to address this. I find the website misleading with little information about how the products are made, for example stating manufactured wood. However to find products vary greatly in quality. Furthermore the same image was used for a bookcase apparently made by two different companies with two very different prices. With the limited information provided it is impossible to understand how they are different and to justify the cost. I have found the experience very frustrating and time consuming.