Customers can now book furniture assembly services alongside their furniture purchases on Wayfair.com. This means, we have a bunch of new bookings being added every week! In order to provide some more specific assistance around these bookings, specifically, we've added a quick FAQ here for you!
Should I contact my customer before the booking?
Sure! You'll have their contact information, in portal, within 24 hours of the bookings start time. It's always best to call in advance, introduce yourself, and get some extra details about the project. Customers are excited to meet you! So, say hello!
What if I need more time?
We understand that sometimes an assembly booking won't list enough hours for you to complete the job. We recommend that you stay until the entire item has been assembled. Once the item is built, just let our professional experience team know, and we'll add the time for you.
Can I get details on what I'm building before I arrive to assemble the customer's furniture?
Yes! If you login to portal and open the booking details, you'll see a message with the item name! For example, Acevedo Queen Metal Murphy Bed. You can then google the item and even download instructions from Wayfair if you like!
What do I do if the item I'm supposed to build looks damaged or is missing parts?
We recommend that you tell the customer asap! Wayfair should provide replacement items or pieces before you assemble. If you attempt another solution, the customer might be displeased with the fix or the item might be further damaged in the process.
It's best to tell the customer that Wayfair didn't supply all the proper pieces or call out that the item appears damaged before you've begun assembly. Then, direct the customer to contact us through the help center. Customer support will be happy to provide another assembly booking once Wayfair has provided the missing pieces or a replacement item. We want to make sure that damage or a lost piece is not attributed to your service!
What do I do if the item is bigger than I expected?
We recommend trying to finish the assembly! If it takes more time, let us know! We'll be glad to make sure you're compensated for having completed the build.
What if this is a two pro job and my partner hasn't arrived?
We know that sometimes this can happen. We recommend that you try to complete the assembly to the best of your ability, then contact professional support. We'll make sure you're compensated for having arrived and building the item.
If you can't finish or building the item alone feels unsafe, let us know! We'll make sure we take care of the customer and you!
What do I tell a customer if my partner hasn't arrived?
It's best to assure them you're there to help! We recommend that you try to complete the assembly to the best of your ability, then contact professional support. You'll be compensated for your time and customers love when one professional knocks out a two pro job.
If you can finish the job, awesome! The customer won't need to contact us at all.
If you can't finish or building the item alone feels unsafe, let the customer know they can contact us through the help center and we'll take care of them!