I placed an online order with Wayfair on a Friday evening. Within the hour I had changed my mind and submitted a cancellation request. The next Sunday (not a business day when they were open) I received an email saying that my order could not be cancelled because it was being custom made (?) but I was welcome to return it at my own shipping expense. I called the next day and was told that it was considered “custom” because I had the ability to select from one of three pre-made sizes? I was also told that the size I had ordered was out of stock and so maybe could still be cancelled, and the representative put me on hold to contact the distributor. She came back to say that the company’s phone lines were down, which probably meant their internet was down - which meant that Wayfair would have to wait to hear from them and perhaps they wouldn’t have shipped the order at that point. I told her that something seemed off about any company not having functional lines of communication. She told me that Amazon had a seller whose communications went down recently. I asked her which one and she said she didn’t know. When I asked again she proceeded to let me know she was checking her personal email - because she was referring to an item she had ordered for personal use, which she identified as a “charger or something.” She identified the seller for the item I ordered/cancelled as Westford Homes, which was not identified with the item online on Wayfair’s site and which turns up no immediate record in a web search. Also apparently they ship via FedEx but no method of shipping was identified when I ordered. This may have been in part because their website froze while my transaction was processing and I never got a confirmation screen. I was told via phone that the order could still be cancelled if the distributor got the notification in time - even though after sending a timely request, I was already told that such a cancellation was impossible for an apparently out of stock item. I was told that in another 24 hours I would receive a second email verdict when they hear from the company, but they are not sure if that will happen since phone/email is down. This is a to be continued situation, but everything about the way this company conducts itself feels unprofessional. I wish I had read other online reviews before ever engaging with this business and its questionable practices.