# Call Recording Transcript - Started: 2026-09-28 15:40:13 - Direction: outbound - Caller: Behnam - Destination: 08001690423 - Duration: 11m 10s - Disposition: ANSWERED ## Transcript - [2026-09-28 15:40:14 - 2026-09-28 15:40:15] **Unknown:** Thank you for calling Wayfair. - [2026-09-28 15:40:17 - 2026-09-28 15:40:20] **Unknown:** Calls are recorded for training and quality assurance purposes. - [2026-09-28 15:40:21 - 2026-09-28 15:40:24] **Unknown:** If you're happy to proceed, please press one. - [2026-09-28 15:40:24 - 2026-09-28 15:40:27] **Unknown:** Alternatively, Alternatively, email your query. - [2026-09-28 15:40:27 - 2026-09-28 15:40:30] **Unknown:** To get help with an order you've already placed, press one. - [2026-09-28 15:40:31 - 2026-09-28 15:40:39] **Unknown:** To place an order or find Your order has been found. - [2026-09-28 15:40:40 - 2026-09-28 15:40:46] **Unknown:** If you are calling regarding a delay with your order, we would ask you to continue to monitor your My account. - [2026-09-28 15:40:47 - 2026-09-28 15:40:52] **Unknown:** You can track your orders, manage your deliveries and set up returns through your Wayfair My account. - [2026-09-28 15:40:53 - 2026-09-28 15:40:59] **Unknown:** Please visit www.wayfair.co.uk/myaccount. - [2026-09-28 15:41:00 - 2026-09-28 15:41:12] **Unknown:** Alternatively, if you would like to discover our self-service option or connect with a live agent through chat or text, please log on to www.wayfair.co.uk. - [2026-09-28 15:41:14 - 2026-09-28 15:41:18] **Unknown:** You can access this function through the contact us section of our home page. - [2026-09-28 15:41:20 - 2026-09-28 15:41:26] **Unknown:** If you still wish to speak to someone, please hold the line and one of our service representatives will be with you shortly. - [2026-09-28 15:41:40 - 2026-09-28 15:41:42] **Unknown:** Thank you for calling Wayfair. - [2026-09-28 15:41:42 - 2026-09-28 15:41:43] **Unknown:** This is Suzanne speaking. - [2026-09-28 15:41:43 - 2026-09-28 15:41:44] **Unknown:** How can I help? - [2026-09-28 15:41:44 - 2026-09-28 15:41:45] **Behnam:** Hello there. - [2026-09-28 15:41:45 - 2026-09-28 15:41:47] **Behnam:** Can I give you an order number, please? - [2026-09-28 15:41:47 - 2026-09-28 15:41:49] **Unknown:** Please, that would be very time. - [2026-09-28 15:41:49 - 2026-09-28 15:41:49] **Unknown:** kind. - [2026-09-28 15:41:50 - 2026-09-28 15:41:59] **Behnam:** Yeah, it's uh 2900 582220. - [2026-09-28 15:42:01 - 2026-09-28 15:42:02] **Unknown:** Let me have a look. - [2026-09-28 15:42:04 - 2026-09-28 15:42:08] **Unknown:** Can I also have your first and last name? - [2026-09-28 15:42:08 - 2026-09-28 15:42:11] **Behnam:** The name is Diamante Cabrioskaite. - [2026-09-28 15:42:13 - 2026-09-28 15:42:14] **Unknown:** You so much for this. - [2026-09-28 15:42:14 - 2026-09-28 15:42:19] **Unknown:** Can I also have the billing address and the email address that's on the account? - [2026-09-28 15:42:19 - 2026-09-28 15:42:30] **Behnam:** It's 41a Lawrence Hill Dennington Sheffield S252QE and the email address is D Cavaleroskaite664@gmail.com. - [2026-09-28 15:42:31 - 2026-09-28 15:42:32] **Unknown:** Thank you so much for that. - [2026-09-28 15:42:32 - 2026-09-28 15:42:40] **Unknown:** Okay, then let me have a look and I believe we're talking about the replacement part that has been back ordered. - [2026-09-28 15:42:40 - 2026-09-28 15:42:41] **Behnam:** Is it correct? - [2026-09-28 15:42:41 - 2026-09-28 15:42:42] **Behnam:** Yes, yes, we keep - [2026-09-28 15:42:42 - 2026-09-28 15:42:43] **Behnam:** Checking with every. - [2026-09-28 15:42:44 - 2026-09-28 15:42:45] **Behnam:** There's a piece missing. - [2026-09-28 15:42:46 - 2026-09-28 15:42:56] **Unknown:** Yeah, um, actually, the thing is, I'm really, really sorry to interrupt, by the way, but it's not, it's it's not from every side. - [2026-09-28 15:42:56 - 2026-09-28 15:42:58] **Unknown:** It's from the supplier side. - [2026-09-28 15:42:59 - 2026-09-28 15:43:05] **Unknown:** So when it's back ordered, it's the problem with the supplier that they cannot provide the specific parts. - [2026-09-28 15:43:05 - 2026-09-28 15:43:06] **Unknown:** So yeah, that's right. - [2026-09-28 15:43:07 - 2026-09-28 15:43:12] **Behnam:** I think every lost the original one that was coming as a power pack of - [2026-09-28 15:43:13 - 2026-09-28 15:43:13] **Behnam:** Boxes. - [2026-09-28 15:43:14 - 2026-09-28 15:43:18] **Behnam:** Uh it's just there's no date and we think this could be quite a long time, could it for the missing part? - [2026-09-28 15:43:19 - 2026-09-28 15:43:19] **Behnam:** Yeah. - [2026-09-28 15:43:21 - 2026-09-28 15:43:22] **Behnam:** It's been quite a while already. - [2026-09-28 15:43:22 - 2026-09-28 15:43:24] **Behnam:** We really thought we're gonna have this. - [2026-09-28 15:43:24 - 2026-09-28 15:43:24] **Behnam:** Yeah. - [2026-09-28 15:43:25 - 2026-09-28 15:43:28] **Behnam:** For for last weekend and my father in law is coming to stay. - [2026-09-28 15:43:28 - 2026-09-28 15:43:30] **Behnam:** It's going to leave us in a bit of a mess. - [2026-09-28 15:43:31 - 2026-09-28 15:43:32] **Unknown:** Yeah, I know. - [2026-09-28 15:43:33 - 2026-09-28 15:43:37] **Behnam:** Can't use it because the missing pieces includes the back of the song. - [2026-09-28 15:43:37 - 2026-09-28 15:43:37] **Behnam:** sofa. - [2026-09-28 15:43:38 - 2026-09-28 15:43:40] **Behnam:** So it's really not usable without that. - [2026-09-28 15:43:41 - 2026-09-28 15:43:41] **Behnam:** Yes. - [2026-09-28 15:43:42 - 2026-09-28 15:43:45] **Behnam:** I don't know if there's anything we can do to get it any quicker. - [2026-09-28 15:43:45 - 2026-09-28 15:43:48] **Behnam:** And I guess you're waiting on the supplier for the replacement. - [2026-09-28 15:43:48 - 2026-09-28 15:43:49] **Unknown:** Yeah. - [2026-09-28 15:43:50 - 2026-09-28 15:43:51] **Unknown:** but yeah, it comes as a pack - [2026-09-28 15:43:52 - 2026-09-28 15:43:53] **Behnam:** Of, you know, four pieces. - [2026-09-28 15:43:54 - 2026-09-28 15:43:57] **Behnam:** I wonder whether you're having stock that piece from another set. - [2026-09-28 15:43:58 - 2026-09-28 15:44:09] **Unknown:** Uh, the thing is that, if we're going to supply a specific part and a specific missing missing part, it will it will has to be from the same model. - [2026-09-28 15:44:09 - 2026-09-28 15:44:12] **Unknown:** We cannot get it from another model. - [2026-09-28 15:44:12 - 2026-09-28 15:44:12] **Unknown:** So, - [2026-09-28 15:44:13 - 2026-09-28 15:44:13] **Behnam:** Okay. - [2026-09-28 15:44:13 - 2026-09-28 15:44:13] **Behnam:** Yeah. - [2026-09-28 15:44:14 - 2026-09-28 15:44:14] **Behnam:** Okay. - [2026-09-28 15:44:15 - 2026-09-28 15:44:17] **Behnam:** I mean, I wonder if you have one of those in stock. - [2026-09-28 15:44:17 - 2026-09-28 15:44:22] **Behnam:** Otherwise, it's coming to a point where with no diet inside, the whole thing is useless to us. - [2026-09-28 15:44:22 - 2026-09-28 15:44:30] **Behnam:** And my partner is on about thinking about finding something else and asking to return this, but obviously that's hassle for everybody. - [2026-09-28 15:44:32 - 2026-09-28 15:44:33] **Unknown:** Yeah. - [2026-09-28 15:44:33 - 2026-09-28 15:44:36] **Unknown:** The thing is that they are back ordered. - [2026-09-28 15:44:36 - 2026-09-28 15:44:36] **Unknown:** Okay. - [2026-09-28 15:44:36 - 2026-09-28 15:44:41] **Unknown:** So actually, So actually, let me just take everything with you step by step. - [2026-09-28 15:44:41 - 2026-09-28 15:44:42] **Unknown:** Okay. - [2026-09-28 15:44:42 - 2026-09-28 15:44:47] **Unknown:** First of all, I'm going to cancel these replacement parts because they are back ordered. - [2026-09-28 15:44:47 - 2026-09-28 15:44:54] **Unknown:** So just like, you know, for the system also to open up more resolutions, I will cancel this for you. - [2026-09-28 15:44:54 - 2026-09-28 15:44:54] **Unknown:** Okay. - [2026-09-28 15:44:54 - 2026-09-28 15:44:55] **Unknown:** Okay. - [2026-09-28 15:44:57 - 2026-09-28 15:44:58] **Unknown:** Let me see. - [2026-09-28 15:45:01 - 2026-09-28 15:45:05] **Unknown:** Let me check where is it, where is it, yeah. - [2026-09-28 15:45:16 - 2026-09-28 15:45:16] **Unknown:** Okay. - [2026-09-28 15:45:22 - 2026-09-28 15:45:23] **Unknown:** Let me submit that. - [2026-09-28 15:45:26 - 2026-09-28 15:45:33] **Unknown:** Okay, so the replacement parts are actually canceled. - [2026-09-28 15:45:33 - 2026-09-28 15:45:37] **Unknown:** So you mentioned that okay, let me see. - [2026-09-28 15:45:48 - 2026-09-28 15:45:51] **Behnam:** Thinking it may not be in line with the the way they work. - [2026-09-28 15:45:51 - 2026-09-28 15:45:57] **Behnam:** But if you had the same silver in stock, then by definition, have it the piece that we need. - [2026-09-28 15:45:58 - 2026-09-28 15:46:04] **Behnam:** And perhaps your stock, your inventory could wait for the missing part to complete the set, if that made sense. - [2026-09-28 15:46:05 - 2026-09-28 15:46:06] **Unknown:** Yes. - [2026-09-28 15:46:07 - 2026-09-28 15:46:12] **Unknown:** Uh, how Cam just checking for resolution, your replacement part. - [2026-09-28 15:46:14 - 2026-09-28 15:46:24] **Unknown:** Corner sofa bed. - [2026-09-28 15:46:24 - 2026-09-28 15:46:26] **Unknown:** Okay, I'm going to have to take this again. - [2026-09-28 15:46:35 - 2026-09-28 15:46:37] **Unknown:** Let's see what is the resolution. - [2026-09-28 15:46:37 - 2026-09-28 15:46:41] **Unknown:** resolutions that the item that the system will open up, okay. - [2026-09-28 15:46:42 - 2026-09-28 15:46:42] **Behnam:** Okay. - [2026-09-28 15:46:50 - 2026-09-28 15:46:52] **Behnam:** Okay. - [2026-09-28 15:46:56 - 2026-09-28 15:47:01] **Behnam:** There's another point in it's a U shaped sophoped. - [2026-09-28 15:47:02 - 2026-09-28 15:47:04] **Unknown:** It's a U-shaped sulphur. - [2026-09-28 15:47:04 - 2026-09-28 15:47:07] **Behnam:** But it comes as an L shape I believe as well. - [2026-09-28 15:47:07 - 2026-09-28 15:47:11] **Behnam:** And I understand that built it that the - [2026-09-28 15:47:13 - 2026-09-28 15:47:15] **Behnam:** L-shaped part of it is common to both. - [2026-09-28 15:47:15 - 2026-09-28 15:47:19] **Behnam:** And the part that makes a U-shape is additional separate part. - [2026-09-28 15:47:19 - 2026-09-28 15:47:19] **Behnam:** Yeah. - [2026-09-28 15:47:20 - 2026-09-28 15:47:24] **Behnam:** Now we received the additional part, but we didn't receive the part that makes the back. - [2026-09-28 15:47:25 - 2026-09-28 15:47:25] **Behnam:** Put the. - [2026-09-28 15:47:25 - 2026-09-28 15:47:27] **Behnam:** comment about the U and the L shapes. - [2026-09-28 15:47:28 - 2026-09-28 15:47:33] **Behnam:** So if you had either the L or the U shaped one in stock, you would have the piece that we need. - [2026-09-28 15:47:35 - 2026-09-28 15:47:35] **Behnam:** Okay. - [2026-09-28 15:47:35 - 2026-09-28 15:47:37] **Behnam:** If that makes sense. - [2026-09-28 15:47:37 - 2026-09-28 15:47:38] **Behnam:** Um, - [2026-09-28 15:47:38 - 2026-09-28 15:47:41] **Unknown:** I, yeah, I, I know what you mean. - [2026-09-28 15:47:41 - 2026-09-28 15:47:45] **Unknown:** I'm just checking if there's like, you know, an availability for this. - [2026-09-28 15:47:45 - 2026-09-28 15:47:45] **Unknown:** Okay. - [2026-09-28 15:47:46 - 2026-09-28 15:47:50] **Unknown:** So I just actually documented down that the back is missing. - [2026-09-28 15:47:50 - 2026-09-28 15:47:51] **Unknown:** Okay. - [2026-09-28 15:47:52 - 2026-09-28 15:47:56] **Unknown:** And can you tell me also what else is missing? - [2026-09-28 15:47:56 - 2026-09-28 15:48:00] **Behnam:** As far as I know, it's a bit hard to explain. - [2026-09-28 15:48:00 - 2026-09-28 15:48:01] **Behnam:** The chaise long, part of it. - [2026-09-28 15:48:02 - 2026-09-28 15:48:08] **Behnam:** So it's a U shaped one, but we received the additional module to complete the U. - [2026-09-28 15:48:08 - 2026-09-28 15:48:12] **Behnam:** So assuming we were talking about the L shaped one, we don't have the - [2026-09-28 15:48:13 - 2026-09-28 15:48:18] **Behnam:** Part, which lifts up with storage, and we don't have the back. - [2026-09-28 15:48:18 - 2026-09-28 15:48:19] **Unknown:** The gas lifter? - [2026-09-28 15:48:20 - 2026-09-28 15:48:20] **Unknown:** You don't have the gas. - [2026-09-28 15:48:21 - 2026-09-28 15:48:22] **Behnam:** We don't have that part. - [2026-09-28 15:48:22 - 2026-09-28 15:48:30] **Behnam:** We have one, but it's, I think you came as the additional part, because the instructions explained that was an add on to make it your shape. - [2026-09-28 15:48:30 - 2026-09-28 15:48:35] **Behnam:** So we don't have the gas lifter that should have come with the the core part of it. - [2026-09-28 15:48:35 - 2026-09-28 15:48:36] **Behnam:** And we don't have the back. - [2026-09-28 15:48:37 - 2026-09-28 15:48:38] **Behnam:** the backrest. - [2026-09-28 15:48:38 - 2026-09-28 15:48:39] **Behnam:** We have cushions, but not the backrest. - [2026-09-28 15:48:41 - 2026-09-28 15:48:41] **Unknown:** Okay. - [2026-09-28 15:48:42 - 2026-09-28 15:48:51] **Unknown:** So actually just documented down that the back is missing and you actually don't have the gas lifter part. - [2026-09-28 15:48:51 - 2026-09-28 15:48:53] **Unknown:** Correct. - [2026-09-28 15:48:54 - 2026-09-28 15:48:56] **Behnam:** It comes in three boxes. - [2026-09-28 15:48:57 - 2026-09-28 15:49:00] **Behnam:** I'm not certain to be honest if there's anything else that should be there. - [2026-09-28 15:49:01 - 2026-09-28 15:49:05] **Behnam:** Um, it comes in three boxes and it's one of the complete boxes. - [2026-09-28 15:49:05 - 2026-09-28 15:49:08] **Behnam:** It's the one that contains the back and the gas lifter. - [2026-09-28 15:49:10 - 2026-09-28 15:49:11] **Unknown:** Um, okay. - [2026-09-28 15:49:12 - 2026-09-28 15:49:12] **Unknown:** Okay, just for, - [2026-09-28 15:49:13 - 2026-09-28 15:49:13] **Unknown:** Right now. - [2026-09-28 15:49:13 - 2026-09-28 15:49:20] **Unknown:** Okay, I will write down that the back is missing and that you don't have the gas lifter part. - [2026-09-28 15:49:21 - 2026-09-28 15:49:25] **Unknown:** Let me just let me see what is the resolution. - [2026-09-28 15:49:25 - 2026-09-28 15:49:26] **Unknown:** that the system will open up. - [2026-09-28 15:49:27 - 2026-09-28 15:49:29] **Unknown:** Let me just go for the best. - [2026-09-28 15:49:32 - 2026-09-28 15:49:32] **Unknown:** Okay. - [2026-09-28 15:49:32 - 2026-09-28 15:49:36] **Unknown:** So actually we will connect you with our manufacturer. - [2026-09-28 15:49:36 - 2026-09-28 15:49:36] **Unknown:** Okay. - [2026-09-28 15:49:38 - 2026-09-28 15:49:43] **Unknown:** And they will actually because they are the ones that are supplies us with this part. - [2026-09-28 15:49:43 - 2026-09-28 15:49:43] **Unknown:** Okay. - [2026-09-28 15:49:43 - 2026-09-28 15:49:46] **Unknown:** They will be offering ecommerce directly, yeah, I guess. - [2026-09-28 15:49:46 - 2026-09-28 15:49:53] **Unknown:** Yes, it actually, yeah, the manufacturer will be connecting to you via email within 48 working hours. - [2026-09-28 15:49:53 - 2026-09-28 15:49:54] **Unknown:** Okay. - [2026-09-28 15:49:54 - 2026-09-28 15:50:04] **Unknown:** Regarding this issue and also you will tell that your desired resolutions and we will also like offer you the desired resolution regarding this. - [2026-09-28 15:50:05 - 2026-09-28 15:50:07] **Unknown:** And yeah, that's pretty much it. - [2026-09-28 15:50:07 - 2026-09-28 15:50:12] **Unknown:** Just keep an eye on your emails and keep an eye on my account if there is any further updates, okay? - [2026-09-28 15:50:13 - 2026-09-28 15:50:14] **Behnam:** All right, I'll do that. - [2026-09-28 15:50:14 - 2026-09-28 15:50:15] **Behnam:** Thank you very much. - [2026-09-28 15:50:15 - 2026-09-28 15:50:15] **Behnam:** Okay, - [2026-09-28 15:50:15 - 2026-09-28 15:50:16] **Unknown:** You're welcome. - [2026-09-28 15:50:16 - 2026-09-28 15:50:21] **Unknown:** And also, yeah, before you go, there's something important actually. - [2026-09-28 15:50:21 - 2026-09-28 15:50:31] **Unknown:** If you can just like, you know, upload a photo of the whole sofa, just like, for them also to see, you know, what are the importants that are missing. - [2026-09-28 15:50:31 - 2026-09-28 15:50:35] **Unknown:** Yes, that would be very kind of you and very sufficient actually. - [2026-09-28 15:50:35 - 2026-09-28 15:50:36] **Behnam:** No problem. - [2026-09-28 15:50:36 - 2026-09-28 15:50:37] **Behnam:** All right, this evening, we'll do it. - [2026-09-28 15:50:37 - 2026-09-28 15:50:37] **Behnam:** Where do we? - [2026-09-28 15:50:37 - 2026-09-28 15:50:38] **Behnam:** send it? - [2026-09-28 15:50:39 - 2026-09-28 15:50:43] **Unknown:** Oh yeah, I even sent you an email right now where you can upload the picture on. - [2026-09-28 15:50:43 - 2026-09-28 15:50:51] **Unknown:** You can just like, you know, see that purple box, you will click on it, upload or browse from files, you will upload the picture there, and that's it. - [2026-09-28 15:50:52 - 2026-09-28 15:50:53] **Behnam:** So no problem. - [2026-09-28 15:50:53 - 2026-09-28 15:50:54] **Behnam:** We'll do it this evening. - [2026-09-28 15:50:55 - 2026-09-28 15:50:56] **Unknown:** Okay, perfect. - [2026-09-28 15:50:56 - 2026-09-28 15:50:59] **Unknown:** And yeah, that's pretty much it. - [2026-09-28 15:50:59 - 2026-09-28 15:51:00] **Unknown:** Do you want me to help you? - [2026-09-28 15:51:00 - 2026-09-28 15:51:01] **Unknown:** Anything else? - [2026-09-28 15:51:02 - 2026-09-28 15:51:02] **Behnam:** I don't think so. - [2026-09-28 15:51:02 - 2026-09-28 15:51:06] **Behnam:** Today, we just hope to get that piece soon and we'll have to leave you. - [2026-09-28 15:51:07 - 2026-09-28 15:51:07] **Unknown:** Yeah. - [2026-09-28 15:51:07 - 2026-09-28 15:51:12] **Unknown:** Okay, I sent it to you right now, you know, just like upload it as soon as possible so they can just like - [2026-09-28 15:51:13 - 2026-09-28 15:51:15] **Unknown:** You know, have all the missing parts. - [2026-09-28 15:51:15 - 2026-09-28 15:51:16] **Unknown:** We'll do. - [2026-09-28 15:51:16 - 2026-09-28 15:51:17] **Unknown:** Okay, no problem. - [2026-09-28 15:51:17 - 2026-09-28 15:51:18] **Unknown:** Thanks very much. - [2026-09-28 15:51:18 - 2026-09-28 15:51:20] **Unknown:** Okay, then have a wonderful day. - [2026-09-28 15:51:20 - 2026-09-28 15:51:21] **Unknown:** Thank you for calling me. - [2026-09-28 15:51:21 - 2026-09-28 15:51:22] **Unknown:** Thank you. - [2026-09-28 15:51:22 - 2026-09-28 15:51:22] **Unknown:** Bye.