The rug color was different from the picture. I called customer service to exchange the rug. Since the color was different I was told that Wayfair would pay for the shipping. I first ordered a more expensive rug. Then, I was transferred to another agent for the return. She told me the new policy is for customers to pay a substantial shipping fee. back. I told her the last customer service rep that I had JUST spoken to told me the return fee would be covered. I was put on a lengthy hold while she spoke to a manager. I was then told I had to pay the shipping, even though the rug was pictured different and I had just purchased a more expensive rug! Absolutely, unacceptable and unprofessional behavior. 
Buyers beware. The days of excellent customer service through Wayfair are over.