Wayfair
reviews and complaints

Order placed and confirmmed on 6 May. Received notice merchandise had shipped and received a FedEx tracking number via e-mail Indicating delivery date was 15 May 2020. On 15 May 2020 I received an e-mail stating delivery would be delayed. on 18 May 2020 I checked the FedEx tracking number through Wayfair.com/FedEx websites. FedEx website indicated there was no information related to that tracking number. Contacted FedEx by phone. FedEx acknowledged that there was a shipping order associated with my address but FedEx never received the merchandise. Attempts to contact Wayfair.com have been unsuccessful. There is no e-mail address for customer support on their website. There is no "chat" option on the wayfair.com website. Call Hold time was nearly 3 hours before Wayfair dropped the call. Only option to relay issue to wayfair.com is to comment on the quality of their web page which was done.

Every month I pay my bill and exceed the minimum payment. I missed a payment of 89.03 and now I'm being charged 1200.00 in interest. I explained I live in NY my husband travels to the city every day because he's an essential construction worker. It was an oversight. I can't believe they will not wave the fee. It's outrageous. It's not as if we didn't pay our bill. This was the very first time we were late. We are living in a time where all businesses are helping their customers not adding extra burdens

Tried to place order. Didn't go through. Called customer service. Couldn't understand person . Told me someone would call me back. Man calling himself Sam with Indian accent called. His # is [protected]. He told me safest way to order was with gift card. Three times I bought eBay cards and each time he said he said something was wrong. Amount was wrong, couldn't verify location etc. I told him to cancel my order and he said he couldn't. Also told me that money wouldn't be refunded to my account. Finally told me order cancelled but still no refund. Please help

I purchased a couch june 2019 and the product/ order # is

06/24/2019 Wayfair PURCHASE - Columbus-OH - Wayfair Order#[protected]/19 1, 340.00

The sectional seat bottoms are having a fabric or structural issue. the material is bubbling. a pouch or loose fabric is appearing under each seat cushion. Two people use this couch and we are of normal weight 150 and 200 lbs. the couch shouldn't be buckling after less than 8 months. It looks terrible and I fear this will increase. Can this couch be replaced? returned or a credit be offered for the defective product.

Hello. I would like to escalate a complaint in regards my experience with Wayfair- i have been waiting weeks for my pool table which originally was going to be delivered with a dent which wasn't brought up to my attention. I talked to a supervisor Erica Specht who mentioned i would get my pool table Saturday 02/01. It is now Monday and have not received a courtesy call or my pool table.
Horrible experience so far and my daughters birthday relayed on this product. How can i tell my 10yr old her birthday party is not the same due to the lack of urgency provided by Wayfair.
i need resolution and communication as soon as possible. I would hate to take time out of my busy day to continue to escalate this situation.

Received advertisement from Wayfair for Patio Furniture "SALE" on "Ludowici 4 Piece Rattan Sofa Seating Group with Cushions, " cost $373.01, on 01/03/2020. DOES NOT ask which piece was I wanting or provide ability to select, at checkout. Confirmation email "QTY: 1 (Set of 4)." Arrives... Just couch?!? NOW, website show "$1, 499.99 ($375.00 per item)" - Still can't select an individual item from set - even at checkout. Call and lady says, "mess up with web listing" and "you should've know it was too cheap for set 4 - I would have!"...Wants to know if I want to now purchase the rest! If it was a mix-up, then you should have called me. Now showing the breakdown price of each item, but inability to purchase single item from group proves you knew - Where else do you list furniture sets this way w/out ability to purchase single item from it! WHAT was on SALE then, if its now regularly $375 per item! Or, how did you select the couch to send and not another of the items. Its fraud - BAIT & SWITCH, plain & simple!

DONT EVER BUY FROM THIS COMPANY.
TERRIBLE TERRIBLE PRODUCT AND SERVICE. MISSING PARTS, EMPTY BOXES. WILL NEVER EVER BUY FROM WAYFAIR AGAIN!

They charge a fortune and never deliver on their promises. Missing parts, no instructions, broken pieces, delayed delivery.

If you want to keep your hair and sanity, RUN RUN FOR YOUR LIFE! DONT USE ANY WAYFAIR COMPANY

You have a lot of nerve and its only a question of when will Wayfairs business practice be revealed. Your return shipping cost is there after a major site search. Show it upfront. Your products are of poor quality and I am not only going to stop shopping on your site and will continue to make the world aware of Wayfairs second profit center. No wonder you sell crap. You make profit up front and again on the return.

This product is unsafe. It has short rubber legs on a flat metal bottom, the rubber melted and this hot plate burned my counter. The customer service is not much better than the product. I called December 2nd and was asked to send pictures. Told on Dec 4th only 2 of the 3 pictures arrived and asked to send again. after hearing nothing further I emailed Dec 11th to say this was taking a little too long to resolve. Received a reply the same day agreeing that it was taking too long and I would get an update as soon as one was available. Emailed again Dec 23 to say this was taking way too long. In response I received a voice mail telling me wayfair did not know why the manufacturer had not gotten back to me but that wayfair was sending me a 'full refund'. On Dec 26th I received an email with an apology for the inconvenience, my counter top has a hole burned in it, and an offer of a '10% discount' off any item, good until Feb 24th? At this point I have no intention of ever ordering anything from these people again. You can always have a problem, that is not the issue. The test is in how you handle the problem and they failed this test.

I recently purchased a pan stand from your company and has since been returned. It came damaged with brackets broke, although I stated this on the return, I was amazed that I was deducted the cost of returning this item to you when it was damaged in the first place. I was recommended to use Wayfair through my son and daughter. You did refund the item minus the cost of the return postage especially when it came damaged.

I await your reply.

Kind Regards

Simon Dunn

I placed an order on the phone using my Wayfair credit card. I then received a email saying it was canceled later that same day. When I called the first person said they would put order through again and said it probably got flagged as possible fraud because the shipping address was different than billing. We are moving to a new house and putting in sliding barn door before we move in so I was shipping it there instead of trying to transport it down an hour and a half to our new home. I was told it shouldn't be issue. When I. Allied back to check on order I was told I had to pay by check because it would make the fraud dept feel better. I had given all my info to verify it was me too. I'm not paying by check, I have a Wayfair cc for a reason. This was most absurd thing I've ever heard. They said I can't order from them until I place order by check. Craziest thing ever.

I ordered an 8 piece double dresser as a gift for myself from my grandparents. The dresser comes and it has chipped pieces on multiple parts. Not to mentioned it came with no labels as the representative mention it was suppose to so it took us forever to identify what pieces needed to be sent to us. My 2nd shipment had chips as well but I left it alone and I was given only 30$ in store credit which I was told I could use for handyman services. I called to then put in a request for handy man service and specifically asked for my grandparents credit card to not be charged because it was gift and I would pay wig my own card. She then puts me on hold multiple asking for my card but then seeming unsure and then mentions she will charge me full price for services and then go back and deduct it because she didn't know how to do it any other way. She tells me that the earliest service is on Monday Nov11 I say I work until 4 and won't get home til 5 so it would have to be after 5pm she then "says she scheduled it for 6pm" and I get an appointment mail Saturday morning for two different handy man services one the next day on Sunday and one in January. I then call back and come to find out that the other representative charged my grandparents card for the services and book for two different pieces of furniture mind you I only have one dresser. This is then changed for Monday at 5:30 and finally got verything is going well I then leave work early to get home in time and text the handy man if anything to text me because I'll be on the train and 2 seconds later I get an email from the company saying they are sorry he couldn't make it and they couldn't find an replacement. I am beyond upset and I'll never use this company for furniture again! This is pathetic and horrible for such a known company. You guys cannot accommodate anything and I am so disappointed.

On 18th July I ordered a Rauch 2 door sliding wardrobe. Delivery date was 10th Sept.
4th September I was advised of a delay- new delivery date 23-26 Sept.
12th Sept I was advised of another delay - new delivery date 8-11 October.
I received a small refund by way of apology.

30th Sept I was advised my order had been shipped on 11th Sept for delivery on 16th Sept. Please note the date sequence!

1st October they were tracing my order and promised a resolution within 2 business days. If unable to resolve they would order a replacement or cancel if I preferred.
3 days later I'd had no response. I was extremely irritated, having spent a lot of money with nothing to show for it for over 2 months except broken promises.

7th Oct- advised they couldn't find my order ( how do you lose a wardrobe? ) so they went ahead and reordered with a delivery date of 13 Dec. I wasn't waiting 5 months for an order so rang and cancelled it. Cancellation was confirmed and I was offered 10% off another order but was not offered anything other than that by way of compensation. The order was duly refunded to my account.

8th October I placed an alternative order.
2 weeks later on 23rd October I was advised the item was not available as it couldn't be shipped to UK and should not have been live on the website.

I was offered a 15% discount off another order.

Do you really think I want to try ordering with Wayfair a third time? Even if you did have a suitable alternative item, which you don't, I do not want to put myself through more of this.
I do not want a discount - I would prefer you to supply my order when you promised to. As you are apparently unable to do this I expect an offer of compensation for the incredible frustration, annoyance and waste of over 3 months of my time.
I find it hard to believe any company can be this unprofessional and incompetent.

I do hope you will address my complaint in a positive manner as my next approach to you will be via Facebook.

On Sept 26th 2019 I placed a sample order on wood flooring and locked in a price that was advertised for $1.99 during their flooring sale.
On 27th the price changes and I was happy I locked in the price at 1.99.

On Oct 3rd I received my sample and tried to place an order. The product was no longer online and the agent could not place my order due to a glitch with the site. He extended my quote two times further through Oct. 22.
In the meantime, I received updated quotes, had confirmation on inventory with the supplier and was told one the glitch was repaired I would be able to place the order at the price I locked in.

On Oct. 17th I was told the issue was fixed but they could not honor my price because it was displayed online incorrectly. Throughout the weeks I waited to place the order I spent money to install the wood floor I was planning on receiving. They decided their margin was too low to honor my price. Three weeks after I locked it in on my first price quote. Don't you think I should have at least been notified sooner? I'm now loosing over 13k in demolition of a floor, new underlayment, new cabinets to match and one month out on rent.
I would have floated a vinyl floor over the old wood had I known.

You should now send me the flooring for free considering my losses and headache!

It was started from when My fiance ordered furniture to our house. He put my name as recipient and his name and a different billing address for the credit card info. They canceled the first time because there was inconsistency in credit card used and name of person who gets the furniture.

They kept canceling my orders after that and asked me to call them for it. I called and they said I had to send a check for them to proceed with the order. They need to keep the check for 15 days and wait until then to reevaluate if they can send order to me. It could take more than a month for me to get my order. I verified with them all the info they need for the credit card I used to order and they still want me to pay by check. I have to reorder every time. What world we in right now to use check to pay for online order?

They canceled my order three times total. One order came with missing parts and other orders were delayed many times. They did not issue refund on the ordered they canceled when I talked to them. I called again and they said I had to call my bank to dispute the charge. So inconvenient.

They said they had the right to cancel customers' orders and request customers to pay by check. Really bad customer service. Never be able to solve problem whenever I called.

I will never order from Wayfair again for the poor customer service and stupid system that kept canceling my orders.

Initial order: easy to order, fair pricing, website easy to navigate. Unfortunately the only positives I have to say.

Delivery attempt #1: headboard was cracked all the way down the center, gouged tufting, dirty. Called and let them know to send replacement. So far so good. Annoying, but understandable. "Oh this never happens. So sorry." Things happen. They came and picked up the damaged goods.

Delivery attempt #2: over 2 weeks pass and I get an email saying "keep the damaged bed on us—we will send you another replacement. Well great, but that was supposed to be almost 3 weeks ago. Come to find out, the second bed was so damaged that the delivery truck driver refused to sign for it on his truck. Apparently Wayfair sent a meaningless email about keep the damaged goods when it didn't even make it to my house. They offered me a small discount for my troubles which I accepted. Still—I'd rather have a full priced bed on time. I call back and they give me the same "this never happens" speech. They order a replacement.

Delivery attempt #3: Replacement takes another 3 weeks to arrive. Delivery shows up with 2 boxes marked 1/3 and 2/3. I ask the delivery driver if there's another box. They show me the slip that says only 2 were given to them. I open the very damaged boxes to find hallelujah a nice clean damage free headboard and footboard BUT no side rails or hardware. Again, it's clear to me I'm missing a box. I ask the customer service agent where the side rails are. "Oh they are in the box with the headboard" me: "no, there's nothing left but flattened boxes and clearly it says I'm missing 3/3 box" csm: "are you sure? Check again! It should be there. I'm sure" me: "lady I've already wasted enough time trying to get this bed, why would I call if they weren't here?" "Ma'am they are there. In the headboard box" this insult to my intelligence goes on for another 10 minutes before she says she will have to call me back after lunch I'm an hour. 3 hours pass. She calls me back. "The manufacturer corrected me. I told you wrong information. You are supposed to have another box". I informed her that I'm not continuing this charade with Wayfair anymore and I'd talk to my husband to see what he wanted done. She confirmed my wishes. Husband said he just wants to cut ties and get a refund and go buy a bed from a local place at this point. The next day before I can call back, I get an email saying that my replacement parts were ordered and I'd get shipping info all. The customer service agent calls me and asks what my husband decided. Moot point as she took it into her own hands and ordered the parts anyway.

Now I'm waiting 2 weeks for the sideboards to arrive. I get an email saying Package Arrive: 10/1/2019. Great. Maybe I can sleep in a bed instead of a mattress on the floor that day. Take the day off to be ready to inspect the delivery upon arrival since it's been a nightmare. Waiting waiting waiting. Call wayfair—"Oh yeah. That email is misleading. That means it arrives at the local delivery station. You'll be called in 2 business days to schedule delivery depending on the truck routes". I want to reiterate that it wasn't my mistake, the email is clear as day when it states arrival day

I'm done with this company. I'd rather pay double than to do business with them again. Or another option would be to go to a second hand or consignment store because that's the condition you'll receive your wayfair products.

I received my dinette that I purchased a couple of weeks ago. I knew from the reviews that I would be waiting awhile. My table is cracked. The underneath storage area has a cabinet door that was put on backwards and is cracked all the way down the door. I called the company. They are sending new furniture out. I let them know that we have been eating on the floor and I was told that shipment would not go out for 6 days. They would not offer me expedited shipping and nothing was offered for my inconvience even after I let them know I was not satisfied. This is the first and last time I will order from here. I dropped 3, 000 dollars and expected great costumer service which I did not get. They didn't care about my frustration. Never again.

My first issue: I bought a lot of items from wayfair for my new home and had to return a couple of items which I unknowingly packed in one package and returned to wayfair. Wayfair acknowledges one of the items as returned and states that since the items should have been packed individually, my second item is not recognised as returned and they have a right not to issue me a refund (even though they have possession of the item). This has been going on for a month now.

my second issue: they did not deliver one of the items on my order and when i finally called to find out what was going on, it turns out that it was never sent to me. they sent a replacement item but i had moved to my new address before the item finally got to the courier. I called wayfair to ask them to cancel the order but they wouldn't take responsibility for this (it seems like their system is designed to force you to buy and retain items hence their complicated logistics) so i kept getting messages from the courier to take delivery at the address i no longer resided at and it was one of those systems where you couldn't change the delivery address. I finally instructed the courier company to return the item to the sender but the online order is now showing that the item has been delivered to me one week after my instruction to return the item to wayfar. who is being deceptive, the courier company or wayfair? This is going to be another month of back and forth with wayfair and i am sure they will not take responsibility for this errors. This company's customer service hasn't been helpful as i keep having to call and i get the same answer everytime.

On the 10th August 2019 I ordered a number of small items from Wayfair and received a confirmation email. On Monday 12th August I received an email stating one parcel was shipped (reference UK178801870 & [protected]) and then a further email stating my other package had been shipped (reference #[protected] & [protected]). I received further information regarding receiving my package on the 14 th from DHL. However my parcels were not delivered and tracking details shown they were taken back to the depot. Again on the 15th I received information that my parcels would be delivered and a time of 4.20pm and 5.20pm. However, despite being home at that time. My parcels were not delivered. On checking the tracking it stated that they were delivered to my address at 5.38pm. However this was not the case, despite the tracking stating it they were left in a safe place ‘left in my porch'. I do not have a porch and despite checking neighbouring properties was unable to locate my delivery. I have been unable to speak with a customer service advisor for DHL as they do not have this facility.
I would therefore like you to locate my delivery or if you are unable to do this, I wish to be reimbursed. If you can not facilitate either I will no longer use your website as I can not trust DHL.
I would appreciate a response to this complaint as soon as possible.

In November 2018 I ordered a carpet for lanai. I was very satisfied with it and I liked it very much. But already after 3 months the colors were not so strong anymore, although no sun shines on it. Now we are back in our house in Florida and I am shocked about the condition of the carpet. The colors have changed after such a short time. I have a small mat for 2 years very close to the grill lie, the colors are unchanged for 2 years. Herewith I would like to complain the carpet!

Estrid Alexander

Sorry cannot add photos because they are too large