Wayfair
reviews and complaints

Hello,

I have purchased a table with four chairs, which is lovely but got delivered wit a few faults which I have emailed wayfair about and was getting resolved. I was offered a refund of 20% value of the item, which I though was very kind and both me and my husband accepted.
The item was purchased on barclays finance. As it appeard later there was a mistake and wayfair has charged my amex card insted! I have phoned customer service 3 times now and for three consequitive days I have not been given refund nor any updates and we're finding it very unprofessional! We would like our money back asap please! Could this be resolved asap!
Order number is [protected]

Thank you.

I ordered this teak patio set in June 2018 starting at the end of June I asked why wasn't it letting me make a payment they said I had no balance they even credited me $10 and something I asked for 5 months straight after that why did I not have a balance why can I not go ahead and start paying they said I had no balance so I said okay close it it was two weeks after I closed my account that I miraculously now had a balance and was being charged late fees I found this total bull how do I get a balance after the account is closed after I have asked and documented the responses also the item I received is falling apart and not even a year old I have pictures

I purchased the adalynn recliner, and loveseat on the phone with representative, the sofa was outta stock. Was told it would be back in stock within a month. Only reason I ordered the recliner and loveseat. Now its been 3 months, still can't get the sofa, and the loveseat didn't work when it got delivered. Was told when o contacted wayfair they would send another. But that's outta stock. So now I have only recliner that works, a broke loveseat, and no sofa.

I ordered a couch before thanksgiving and I still don't have it. Was told it got lost and the person dealing with issue was mostly trying to get me to cancel instead of trying to get me my product faster. It's January 8 nothing yet I went thru holidays with no couch Christmas and New Years. I feel
As a company they should of did everything to make sure they got me my couch asap they lost it

So what are you gonna do about it? I am a 65 year old woman, alone during the day. The fed ex people (sometimes knock on the door.). They never wait for me to get to the door. I have witnessed them running from the property. They leave a package way too heavy for me to move. Ups always waits for me at the door, and they will bring those heavy pieces inside for me. Fedex is never considerate at all. They are only in a hurry. They don't give a rats butt about the customers at all.

I am a return rugs reseller. The red rug that I got was listed as this name and the retail price matches the one on wayfair. Now, wayfair usually changes the name of the rug, but even the manufacturer's name. There's usually a whole "About" section of a manufacturer that seems made up. What's worse is that when I looked up the rug from the label, there was no mention of the material either on the rug or on the website I found it on. Yet, this rug is advertised as a wool rug.
It is very clear, when I smelled the rug that the smell was very, very strongly synthetic. The backing was supposed to be jute, so there was nowhere the smell could be coming from. This destroys the whole credibility of the business. It's an absolute fraud!
It sells hand-made wool rugs for $2000+ and who is to tell whether they are hand-made or not. You can smell wool, but not everyone knows how to tell if a rug is hand-made. If the site is garnishing the description of a rug by lying about it's very material, the manufacturing method might go even more unnoticed. I grant that this rug is not an expensive one for this size, but people will buy it if they want that colour and design. There is no need to lie about the material. It just makes the site look all the more fraudulent.

I hate every single Wayfair commercial. They are not cute, funny, inspiring or even interesting, The Wayfair jingle and other music they use is annoying. They are just stupid. My least favorite is the one where a female friend is suspicious that her bestie is "cheating" on her when, in fact, she is just on a first-name basis with an employee of Wayfair. Really? Who calls and gets the same person even twice? How dumb do they think we are? I'll never buy anything from Wayfair. I feel better now, thanks.

I have placed an initial order for office furniture two months ago. Very very carefully read descriptions on site as I needed at least 5 locking cabinet drawers for the work I do with confidential info. The "three drawer locking lateral file cabinet" has two drawers only - ?!?- and only one locks and the matching desk with file drawer that appeared online does not have a lock though one was implied. Shipment was delayed and then delivered on a day I had clients without anyone actually talking to me about a good time window. Long long story shorter I now paid over $1200 for a large lateral file that will not match but blends with desk so I wouldn't have to return the other four pieces, and it keeps being delayed. Except then after I called again (like 5th time) to inquire and they said it could be three weeks, magically at the end of the delivery Services day, while I was with a client, I was informed it would arrive in 48 hours, via a voicemail, on Sunday Nov 4, 5:30-8:30p. I called quickly as I had a supervision meeting two hours away and wouldn't be back til 6p. The man who answered at Island Deliveries claimed that it would be impossible to delay the fancy delivery I was given as compensation for above hassles ($119 benefit) and I was frustrated but I offered Saturday, parts of Monday, Tuesday, Wednesday, Thursday, or Friday if a human would just speak to me to ensure on timing that I'm not at a quick meeting off site. This gentleman did not seem to speak English as a first language but perhaps that has no bearing. Then twenty minutes later after delivery place is closed and I'm with another client I got an email they rescheduled for 2 hours earlier?!?! 3:45-6:45p. Sunday. As stated I still had to be elsewhere til 6p. Not changeable with this short notice, And, conveniently for everyone but me, "no one" can reach this company til Monday morning. I wrote Wayfair's FB page. No real help beyond claiming they can't reach anyone on the weekend. Realllyyyyy? No way to do so?. I called Wayfair after my last client ended at 9p Friday. Conveniently for everyone but me, no one could help. I had to work all day Saturday on paperwork but could have met this company anyyyyytime at my office. Called Wayfair during Saturday's limited hours. No response except magically Wayfair can send an urgent email they said to cancel order # xxxxxxxxxxx delivery with an "urgent email". Hmmmmm sounds like someone can reach them if they really want. Why can't they then negotiate one of many hours in free all weekend. But on Wayfaur website it's still listed for being delivered right now. So I'm sitting in pouring rain with all my car lights on near the door as they may otherwise think building is unoccupied as it's not brightly lit (not my fault I'm just a renter). The delivery door is in back lower level but no one has actually taken time to hear that at Wayfair so I have to try to intercept this (now imaginary) truck. You don't have anyone I can speak to at Wayfair. But your website still allows purchases to take in money but can't be bothered for decent delivery service. Island Deliveries out of Coon Rapids MN clearly hasn't learned how to care or have discussions with customers, the person managing my Wayfair complaint, Arin P, said she was going on a vacation two weeks ago and Heather has now replaced her, and of course is never working if I need her and alluded Arin was fired/quit? Nice lies Arin/Wayfair. Heather reads canned lines from a computer screen and clearly won't actually help. This furniture order is borrowed money for me, costs over $6, 000, (was going to be less if Wayfair advertised its Larissa File cabinet and desk accurately - someone could perhaps sue) and it's like they couldn't care less about actual service responses. I'm hungry. Tired. Overworked. Underpaid. With a very busy week ahead. I have to carry files in locked bags as I gave away locking cabinet on delivery date of delivery of my three drawer lateral locking cabinet For over $6, 000+ how about a human actually scheduling a workable time and staff support on phones if you have a company like Island Deliveries our of Coon Rapids MN or Hudson WI delivering? We schedule people all week long for our work. Lots of folks do. It's. Not. That. Hard. And I'm going to guess this ordeal is not done yet.

My husband and i placed an order on the 28th of september on the promise thst the order wouod arrive on the 3rd of october only to find out upon payment of product that the order was pushed back for delivery until three weeks later and now today we have just received our order on the 18th of October and come to find that once we open the product the lining of the couch has been damaged and there was improper Parts supplied and screws that were not fitted for product use we would also like to inform you that FedEx was less than Cooperative with delivering said now damaged couch and we would never use their service in the future we spent more time with management from FedEx and Wayfarers complaint department over the phone that I doubt that we would ever utilize your services in the future nor would anyone in our Social Circle. If this is what's passing is status quo for customer service by Wayfair there needs to be a major overhaul in terms of functionality of service

ON 15 May 2018 I ordered a Kohler cast iron shower base. Kohler had a fire at their factory in about April 2018 witch resulted in a back order of my item. Wayfairnotified
me that I could expect delivery early July 2018. The delivery date has slipped many times to August and to September. Then around 20 September Wayfair said my
order was in a warehouse in Stockton, CA. Then on 25 September I was told
my order a 180pound shower base was lost. And they would have to order
one from their supplier and that would take several months or they would refund my money. This shower base was part of a bath upgrade an a rental property
which as a result could not be completed and has been vacant(no rental income
May 2018) Thanks a lot. I canceled the order and ask for a refund.
I contacted a local Plumbing Supply company. They called Kohler and found five of the exact same items. I placed an order with the company are shipping the order and I will receive the item in 1 to 2 weeks. Unfortunately with the price has gone up from Wayfair's $950 to the plumbery's $1051. See attached invoice.

HI there,
I placed an order on the 3rd September 2018, However this had to be re-scheduled as there was no address on the account. (not sure how this could've happened)

I had to re-arrange delivery for the 10th September, I was given a time, for which I had to ask a neighbour to stay in and wait for parcel only to be told it would be delivered later in the day, again having to arrange for neighbour to stay in.

Between ordering the bed set and its delivery it had been reduced from £24.98 TO £17.99.

I was pleased with the cover as I had difficulty finding one that suited my grand daughters room. However, when putting it on the bed my daughter noticed it had not been sewn correctly at the top and now I have to repair it.
I am aware I could send it back, but really could not be bothered with the hassle.

I am very disappointed as this is the first time I used Wayfair but would be very reluctant to use it in the future.

Regards Sandra McCoubrey

The pieces don't match up and it's now just sitting in my kitchenette not able to assemble. Bottom line is that I'm so over this! I want to order more items for my new home but this has me at a stand still! It makes no sense that the pieces don't fit together for this table set. This funiture is taking up space as I'm unable to use it in its current state. I like the set I chose and would agree to just have someone come and put it together at my own expense just to get it over with!

I will provide a copy of email that were sent and received. Within the email you will see that I have made a purchase. This purchase was made over the phone and the agent that I spoke with was fabulous. Explaining everything he was doing. During this purchase there was a price difference between the USA site and Canadian site. Jake, the agent made an adjustment to the price to reflect this difference. You can see this adjustment on my invoice that I will also provide.
More recently one of your online agents, Brianna told me that at the beginning of the month the item I purchased was significantly lower that what I paid. She went on to tell me that she could price match the lowest price. After accepting, I received another message that this could not be done because I am in Canada. Extremely disappointed that I am being discriminated because I am in Canada, I called and spoke with an agent, that confirmed because I am in Canada, I do pay more than if I was in the USA.
I realize that I would be required to pay the current exchange rate, but why is the base price different because I am Canadian? This is a level of discrimination and more Canadians should be aware of this.
I will enclose my invoice and copies of email for your review.
The email associated to my account is [protected]@gmail.com
Please correspond through my email [protected]@gmail.com
[removed]

Brianna R
1:26 PM (18 hours ago)
to me
Hi Steve,

Thank you for reaching back out to us.

The $859.99 is for US dollars and not CAD. I apologize but we can not price match as the Canadian prices include all taxes and fee's to send it into Canada.

Please let me know if you have any other questions or concerns. Thank you for shopping with Wayfair.com.

Sincerely,

BRIANNA R
THE WAYFAIR.COM TEAM

Want to manage your orders online? Click here.

Protecting your privacy is our top concern: Please don't include your credit card number in any chat or email conversation.

--- Original Message ---
From: "[removed]"
Received: 5/7/18 1:00:13 PM EDT
To: "Brianna R"
Subject: Re: Feedback Pricing & Payment [*6*_176]

Are you able to check my account? I made the purchase yesterday, but it was much higher then that. It is under the email [protected]@gmail.com

On Mon, May 7, 2018 at 11:57 AM, Brianna R wrote:
Hi Steve,

Thank you for reaching out to us with your pricing question.

If you wanted to purchase this set I do see on 05/02 it was for $859.99. You may place your order then reach back out to us and we can price match to the $859.99.

Please let me know if you have any other questions or concerns. Thank you for shopping with Wayfair.com.

Sincerely,

BRIANNA R
THE WAYFAIR.COM TEAM

Want to manage your orders online? Click here.

Protecting your privacy is our top concern: Please don't include your credit card number in any chat or email conversation.

--- Original Message ---
From: "Steve"
Received: [removed] 7:36:03 AM EDT
To: [protected]@wayfair.ca
Subject: Feedback Pricing & Payment [*6*_176]

Name: Steve
Email: [protected]@gmail.com
Referring URL: https://www.wayfair.com/help/faq.php
Customer Reference Number: [removed]
Sku: ONAW5043
Product Name: One Allium Way Valentin 7 Piece Rattan Conversation Set with Cushions
Details: Pricing & Payment, Other
Message: I have been looking to purchase this item for about a week. This item just went up in price by around $400. Can I get it for the price that it was at the beginning of the week, before it went up in price?

------ Please do not remove your unique email reference number! ------

Invoice

Invoice #: [removed]

Invoice Date: [removed]

Order Date: [removed]

Total: CAD $1, 575.21

Shipping Address Billing Address Payment Method Amount
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Credit Card MASTERCARD: [removed]

Marked [removed]

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Account Balance -

N/A //

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Valentin 7 Piece Rattan Conversation Set with Cushions
ONAW5043 Valentin 7 Piece Rattan Conversation Set with Cushions
One Allium Way

Quantity: 1
CAD $1, 639.99
Subtotal CAD $1, 639.99
Shipping CAD $0.00
Promo #0: CAD $-246.00
Tax: CAD $181.22
Total CAD $1, 575.21

I ordered two lights 34141 AN that arrived with broken glass. When I reviewed my past orders this order CS111938870 did not appear in my account. Going to your website asked for the phone number on the order to direct the email, the pink shipper did not have my phone number on it.

After much time I used the Call Number and after a bit of time my order was finally found.

They offered to ship complete new but I indicated the color was not really what was shown and looked like smoke and not brushed nickel. I was told they could only ship out new complete units of the same color or a dark oil rubbed bronze.

I decided my only option was to demand new glass for the units I did not want or could not use because the color was so dark. I think I will screw them to a tree, take a photo and post on line with a sign that says; "Wayfair would not allow these broken lights to be returned so understand they do not take returns like it says. Buyer beware!"

I still can't find my order in history or using any wayfair link...

Summary: Wayfair is a point of use shipping company. When items arrive broken and you want to return they indicate that is not possible. Only shipping complete new items is possible.

My decision was two:
1. Never again to use Wayfair, I have purchased furniture in the past as well as Spas from Wayfair so my decision is not to buy from Wayfair again.
2. I demanded the new broken glasses be sent to my location. I will then donate them to the local library to be sold at one of the upcoming book sale events.

Your shipping and packaging slip says "Returns are easy at wayfair.com/returns

I'm living proof they are not easy, orders are simply lost and with the shipping customer PO impossible to find on line. You have lost this customer not over a $3000.00 order but rather one only totaling about $60.00!

Robert Robinson
[protected]

Since wayfair decided to get political and remove advertising from the laura ingram show, I decided to close my $8000 credit account! It's pretty pathetic when companies have to enter the political world because of one immature kid!. Why was is ok for him to have freedom of speech but not Laura?! Always a double-standard when it comes from the Left. My son is purchasing a home and had planned and purchasing most items from Wayfair. Not now! Will find a company who doesn't get involved in politics.

Order #[protected]
Purchased the above in December 2017. Product arrived January 23, 2018.
When delivered, the box of legs for the table had damages to the legs and the caps for the legs. I contacted customer service for replacement, the order was placed but the due date came and went. I've contacted customer service on many occasions (they do not return calls in a timely manner) and they offer to " check on it" but to no avail. Today is February 15, 2018 and I'm told they are being held in Holland, Michigan. I am still awaiting for the legs to the table I have in my garage and no delivery date pending. I question Mayfair with whom I purchased the table and question their contracts with the shipper.
Why, were the items not inspected before packaging and shipping? Why is it so difficult for customer service to contact the shipper and get results to the delivery and why it hasn't been delivered to date? Why, on big items the shipper cannot unwrap the goods for damage and take items back with them and avoid add'l charges for return. I would think it would be cost effective. Much to my dismay, I am still awaiting for someone to contact me
regarding delivery of my replacement legs for my table.

I recently bought three mattresses from your online store. The description of the mattresses said they would be 6inches thick and they are all three under that. One is 5 inches and the other two are 4 inches thick.
I am wanting to just return the beds and get a refund. I have reached out to customer service and have got the run around on it since the day the beds where opened. Can I send them back and get a refund? I have got the run around for a while now I would just like to get them sent back and be on my way. Thank you for your time.

In Nov 2017, I ordered a table and chairs set. Suppose to be free shipping.
But had to pay to get it set in my dinning room instead of being left at my front door. When I finally got it, turns out it was only a table, no chairs. I called to send it back.in checking out why I was sending it back. Was told that the site for the table and chairs was misleading. But if I went back to the
beginning it was plan that it was for only the table. Would refund the price back to me but could not or would not return the charge for having them put
it in my dinning room and not leaving it at my front door. I am 65 yrs old not
physically able to do a lot of moving. I fill it was their fault for the misleading
advertisement.

We are very disappointed with the finish/stain on the unit. The left side (part # 4) stain has 3 blotches where it appears stain was missed. The tops of the left wooden door and the glass door next to it have little or no stain. On part # 6 where both vertical styles (pieces where the glass door hinges are fastened) attach to the bottom horizontal style, it appears that they were sanded then stain was crudely touched up which left odd shaped blotches on the joint. We are happy with the design and construction of the stand but the finish is unacceptable. If new parts #4 and #6 could be sent to us that were properly stained we could have a very nice looking and satisfactory piece of furniture. I can send photos if necessary.

I am angry and disappointed at the same time.
I got defective items from them (probably something happened when they were on their way), I don't whose fault it is, but obviously not mine. They promised to call me back, but there's still nothing. If I could each them by myself, I would, but they never pick up the phone.
Plus there's also the second order that's been on back order since July and they still can't ship it out. Looks like a scam to me.