Not resolved
Customer service
Product or Service Quality

Bought a computer desk from Wayfair that is made by Coaster, though Coaster’s name isn’t mentioned anywhere on the product page on Wayfair.

Looks good, relatively reasonable to assemble, of good quality for the price.

Computer keyboard tray, however, doesn't stay open when we try to use it. The moment hands are placed on the keyboard, the keyboard tray glides back under the computer desk.

Contacted Wayfair to explain the situation and asked whether the product was defective, as the keyboard tray is not usable as is. (It was not missing a part and had no lock-to-keep-open, release-to-close mechanism.)

Wayfair said they were not allowed by contract to contact Coaster to troubleshoot issues with their products. I found this unbelievable. (They said very few of their manufacturers/vendors prohibit communication, but Coast is one of them.) But he gave me a phone number so I could call.

I called Coaster Furniture and talked to a woman in customer service. Her first suggestion was to send me a new desk. I asked her why she would do that -- costing them a fortune and requiring me to coordinate another two-hour, two-person assembly of an identical desk, a birthday and housewarming gift for my elderly mother -- before confirming whether all of the desks have the same flaw.

She then offered to talk to someone who knows more about the product and promised to get back to me within a couple of days.

Four days later I called her back and was told: "The keyboard tray is designed to track smoothly so that it is easy to pull out and push in."

I told her that the slick gliding action made it impossible to use and that I had had to jam chopsticks into the tray's metal glide tracks and force the keyboard tray to stay in a maximally open position in order for my mother to use it effectively. (I live 1,400 miles away from my other and cannot project manage the identification and purchase of an entirely new desk.)

The Coaster rep didn't say anything about telling her supervisor about the product's flaw and said nothing about contacting Wayfair to work out a refund of some sort for me. I then asked her for her email address and told her that Wayfair was prohibited from contacting Coaster and that I would send an email to her and to my contact at Wayfair to introduce them to one another and ask them to address the product deficiency and to work out between them a reasonable refund offer.

Poor customer service, no creative or proactive thinking or troubleshooting.

Unfortunately, because the name Coaster was nowhere on the Wayfair item, others will have the same problem. Plus, I was not invited to or given an opportunity to write a review on the product, which is still available on the Wayfair website and somehow has great reviews from other customers. (I REALLY don’t get that. It simply isn’t usable as delivered.)


Best recommendation? Find out who manufactures a product before buying it, and review that company’s history and customer feedback. (Coaster is not a member of the Better Business Bureau. Perhaps it is because they know they might get terrible scores?)

Katia in Seattle

Product or Service Mentioned: Coaster Furniture Customer Care.

Reason of review: Poor customer service.

Monetary Loss: $150.

Preferred solution: Price reduction.

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