Wayfair

This is not a real loud website. The only way I found out about it is due to an item being sold out at Walmart OnLine and they said that Wayfair had the item I might be interested in... I am always suspicious of these 3rd party web sites that sit and wait for someone to come along and "order it from me, order it from me"...
But the Walmart site promised me free shipping to my home and money back guarantee if not satisfied... I bit... and now I have bitten 4 more times and am really pleased with the quality and customer service of this company.

It is one thing to order a pair of jeans in a 32 inch waist when you know that is your size, and it is a matter of faith and trust to order a rug, or lighting, or outdoor equipment from a site that touts another site and come away smiling...

We have had an awful icy winter and I was unable to even get out of the
Door due to icing without scraping and scraping and scraping, and found
A wonderful warming rug for outdoors with free shipping and a whole year
Guarantee, I ordered it pronto and within 3 days had my rug and within 4 days
Was able to leave my house without landing on my face. It holds its heat
At 45 degrees, ( I checked) and I should have looked for these a long time
Ago...

Very very happy and now I visit Wayfair without opening the front page of Walmart.

M

My first order from WF was a number of years ago now. I was really hesitant, but I went through with it and was very pleased except for a problem with one damaged item. I called immediately and expected to make arrangements for the return. When they learned it was a small chest, they ordered another to be sent yet that day, and then told me to just donate the damaged item to a charity of my choice! Right then I knew I would be a repeat customer. I took the damaged piece to a near by adult workshop where impaired adults learned various woodworking skills. Needless to say, I have ordered a number of times since this experience. I have had to call customer service, but not for damage or other serious problems, but each time I talk to someone I can not believe the difference in talking with a phone rep at WF and other businesses. No robotic "scripts" where no matter what you ask, they seem to just pick a numbered response and "read" the script to you regardless if it applies to what you ASKED or not!

I once mentioned to a WF rep that I specifically order from them because I always reach someone quickly (who seems to be in the USA?), actually seems to listen before reading off some unrelated "non-answer". The rep told me the company actually encourages personalized replies and individual thinking and problem solving. I will remain a customer for that reason alone!

If WF ever becomes like my bank, cell phone, and cable companies, with "robotic" replies after hours of just trying to reach them; and then I'll no longer do business with them. For now, the way they take care of any concern or problem has my loyalty.

Wayfair is my favorite home decor site. I was confused by all of the low scores and thought perhaps they were being unfairly reviewed. When examining the dates of the low scores, it appears that people are most upset with having to wait for their stuff which to me is an unfair criticism in light of Covid.
I've shopped Wayfair for YEARS and as recently as March when I completely renovated a bathroom with Wayfair products. I've always had a great experience and Customer service is always friendly and helpful. Yes, products are a little more expensive than what you may find if you spent hours searching for the same product somewhere else, however, I prefer NOT to do that so I opt to pay a little more for the convenience of one-stop shopping. The only inconveniences I've experienced is that they only ship through FedEx and I don't have a FedEx location near me. Also, you pay for return shipping. That being said, because I do so much business with Wayfair, I've developed a friendship with my Neighborhood FedEx driver and he's always great to stop and pick up my returns. Shipping costs for returns are expected, but they can really add up when you're buying lots of product. They had promotional free shipping on returns earlier this year which was really nice, but I get why that can be costly for the company. Would be nice if they implemented some type of points system based on your buying history that would give you a discount on returns.
Overall, this is a great company with quality product and customer service. Unfortunately, it's a GLOBAL pandemic and EVERYONE is experiencing setbacks and delays, so Yea... you may have to wait a bit longer for your stuff. It's common sense. I just don't think it's fair to fault a company for something which they have little/no control. People should be grateful they have some money in their pockets to spend when lots of people can't buy groceries. If you're still upset by it, take it up with your Left-leaning Governors and Congressman who are keeping stuff closed.
You'll find you'll get your rug and lamp much quicker when everything opens back up.

This is an open review for Wayfair Furniture distributors. Over the years, I have purchased several items in stores and on line dealing with multiple companies and have often been satisfied and happy with the products I purchased and sometimes not so pleased. When a product does not meet your expectations, you now have certain options that include refund, replace, exchange, etc. This is when you must deal with customer service and that is when a company shows it's true colors and in my opinion, Wayfair passes with "flying colors". Although with many purchases I have made, the products arrived in good condition, I write this review for two (2) separate purchases I have made through Wayfair that arrived damaged.
The first time I had to deal with Wayfair's customer service was when a Glass Table that was delivered, arrived "shattered" in the box, noticeably damaged in shipping by careless handlers. I immediately got on the phone and called Wayfair expecting to be given a "hard time" from a company representative, but it was quite the opposite. I was immediately connected to a very polite and sympathetic gentleman who told me they would refund or send a replacement table to me at no cost. I did not have to return the damaged goods, and he apologized to me for the inconvenience of having to dispose of the destroyed table. I am happy to say, a replacement table arrived in a short period of time and I was completely satisfied.
The second, and most recent issue I had was with the purchase of a wooden storage bench that I bought through Wayfair from one of their providers. I could have bought this same bench from a different vendor, but chose to pay a little more to Wayfair because of my previous satisfaction. Unfortunately when the item arrived, the seat top on the bench had noticeable damage (from the factory) and was not mounted properly (hinge screws were stripped). I contacted Wayfair customer service once again wondering if I would receive the attention I did before and I was treated exactly the same! This time, when I told the first lady I spoke with what had happened and requested a replacement part, there was a misunderstanding what exactly I needed and the manufacturer sent the wrong part and it could not be used. Another call to Wayfair and this time I was connected with "Mercedes" who understood completely what I needed and told me she would order the correct replacement part and have it shipped ASAP! The part arrived, which I installed and am very happy now with my purchase, but even more happy with my interaction with Wayfair's customer service on not just one, but three (3) separate occasions and each time was treated by three (3) separate representatives who were kind, compassionate, sensitive to my needs and respectful of my situation. And each time, without hesitation or reservation, immediately attended to my problem. They took customer service to an all time high and I will continue to use them and recommend their company to my family, friends and anyone who wants to purchase products through a reliable company that excels in customer service. I give them a 10+ star rating!

Ordered tile for delivery Dec 22. I have called them almost everyday since then and each time a different story or excuse with no end in sight. If I stop shipment then I have to pay to return the order to California and I am in Florida. I would pay almost the same in return shipping as the order, so I am stuck waiting. It is now Jan. 3rd still no tile and no help from anyone at Wayfair. Customer's bathroom is completely destroyed for 2 weeks waiting on tile and Wayfair could not care any less. Product is in a warehouse 30 min from me for almost 10 days and I can't get or send a carrier, against policy... I guess customer service and satisfaction is also against policy.. UNBELIEVEABLE

The "genuine leather" sectional couch I bought for $4k two years ago turns out to be made of woven cloth with an ironed on plastic veneer. Wayfair refused to do anything about it because it has been over 30 days even though the description was an outright lie designed to scam the customer. Our couch is peeling and needs to be replaced. Wayfair is unethical, scams the customer, and should be shut down.

Wayfair has implemented a business system that allows them to charge customers twice, without allowing the victim to work with them to return the item in question. This is a fraudulent business practice that I do not appreciate becoming the victim of.

I attempted to initiate a return for a broken item by asking for a return label. Wayfair refused to provide a return label and told me to keep the broken item, while a replacement item would be shipped to me for free. This was against what I was trying to do, which was my desire to return the original item.

I am now realizing that this is a dishonest business practice that Wayfair is conducting. They waited for an additional 6 months, then placed a charge for the replacement item on my account. Because they changed their minds? They insisted that I keep the broken item. Apparently because they knew they could get paid for the broken item later when the return window was well closed.

Wayfair has the following corporate values listed on their corporate website: Relentless Customer Focus, Use Good Judgement, and Respect Others. They are directly working against the corporate values that they brag about by victimizing their customers through lies. This is NOT a good reflection on their corporate values!

I WANTED to return the broken item. I ASKED to do this. Wayfair said NO. NOW they say that they have the ability to charge me again, and I have no recourse--I cannot even return the original broken item (which is still in the box in my garage). I OFFERED to return it now and begged for a return label (again, like I did 6 months ago). However, they are claiming 6 months is too far outside of the return window, so the order is officially closed, but then how is NOT officially closed to allow to re-charge me for the same item? Why the contradictory messages? I have to assume that they are just trying to bulldoze their customers so that they feel there is no recourse but to pay them twice for the same item.

Yes, I originally attempted to resolve this through their own mentioned dispute resolution department, but they will not work with me. All of their responses to my complaints are copied and pasted. They do not bother to read through the information in the dispute. They open it, copy and paste, then submit it so that they can show that they "responded". They do not need to respect their customer by actually working with them when all they have to do is prove that they "responded" to a complaint by pasting an answer. They could just paste a part of the phone book and they could claim that they responded.

I wish I had seen all of the other negative reviews from other customers that got scammed and charged for items they did not get. Beware--never order from Wayfair. If you get a broken item, they will not let you return it so that they can charge you for it 6 months later.

I received a message on my phone that i had ordered an air purifier. I did not place the order, so I immediately went on app and tried to cancel the order and closed my account. I then went to bank and closed my card and placed a fraud report. Wayfair has denied my fraud reimbursement twice. They say it was delivered to my house when I have a screen shot on my phone showing the address of delivery to CA. I live in Florida. I do not know anybody in CA.

I have attached address where the delivery was set up for.

I never initiated or gave permission for anyone to use my card and order this. Information on order is below.

Order Details:

Order #: [protected]

Tracking #: [protected]

Estimated Delivery Date(s):

Sat, Jul 8

Delivery Address:

Nixie Turner

13145 Brookhurst st

suite A, PT291, Garden Grove CA 92843 ([protected])

Jacksonville, FL [protected]

I am a senor citizen on a limited budget. I ordered 2 sets of bifold doors which were delivered. It took me 2 weeks after your 30 day return policy (which I was not aware of) to get a handyman to come over to install the doors. When he opened the boxes the doors were the wrong size. The boxes were much longer then what was inside so I never would have thought the doors were shorter. I apparently ordered the wrong side.

I immediately called customer service who explained that I was past the return period and that he could not override the system He said that he would send my problem to management who would call me in a few days - it's almost a week and I haven't heard from anyone. I really need to return these doors - am will to pay the freight but without a refund I cannot order any doors of the correct size. You do not offer the correct size. PLEASE HELP ME.

My order number is3854100382 Thank you, Adrienne Levine

During the months of June and July, I waited for Wayfair order # [protected], a futon mattress. In mid July, I received messages from both FedEx and Wayfair that the mattress had been delivered – two different times I was sent messages, but at neither time was a mattress received.

I spoke with a number of representatives at both Wayfair and FedEx. The contacts at Wayfair were Rebecca, Jasmine, and Lottie. When no mattress was received by 7/29/2023, I was assured by Lottie that there would be no charge for the mattress. Since by that point, I did not want the mattress, I was told that if it was delivered at some future date, there would be no charge – I could keep it or donate it. Imagine my surprise when Citibank then issued charges in the amount of $ 199.01 for the item. I contacted Wayfair who explained that I would need to update Citi Retail Services.

I have asked the Billing office to move my payment date from the 2nd of every month to the 14th of every month. No compliance. When I do contact them the always give me an amount higher than the actual payment. They tell me it's a late payment. I don't understand when I pay currant month plus late fee and the upcoming month. I opened this account 6months ago total owed was $679.00 My but out is $629.84 how can that be. total rip off

I Have placed an order with Wayfair only to receive part of the order and to be told that the second half was damaged and the second half would be reordered...Again I only received one box and the second half was arriving in a day or two...I have tried to explain to customer service that I already have a box from the original order and was told that I should wait two weeks for someone to contact me and if I dont hear from anyone I could give it away or discard it..IT weighs 52LBS...

This issue has been going on for a month and I still dont have a complete order.

I suggested as a make good, they should send someone out to assemble the order and set up for return of the excess box sitting on my patio ..

I ordered cushions on August 12 and paid with PayPal. On August 13 it was refunded with little to no explanation other than "something not right?' I have bought items from Wayfair on and off for years with same name, address, payment with no problems. All of a sudden I'm not getting an item on sale with no attempt by your company to contact me. I used the same email and phone also for years. It feels as if an attempt to get me to buy it at a higher price. Over last few weeks attempts to call the number given is useless. It says will be at least 71 minutes to talk to someoneT no matter what day or time I try. The chat didn't work. Nobody returned my emails. My order #[protected]. Can't say how bad your Customer Service is. Michelle Grosse

Wayfair Order #[protected]. Ordered a mattress topper for my son away at college. Wayfair thought that the shipping address was wrong, so I received an email stating that if the shipping address was in fact correct, then no action was required on my part. I took no action since the address was correct, but then the order was cancelled anyway. I certainly can't be the first person to have something shipped to a child off at school. I called the number on the email and waited on hold for 55 minutes until someone picked up. I gave my order number and they placed me on hold again and then disconnected me. Tried the DM online chat but they won't help, stating it is the Security Service Team problem. I've now been on hold another 30 minutes (started again 1:12 EST) waiting for someone to answer. I've also posted updates on all this on your Facebook page but no response from that either.

I have yet to receive my order, an outdoor wooden sit bathtub. Each time I call to see what the delivery date the customer service person I chat with gives me absolutely no information regarding the date. Many times, they contradict what the last person I spoke to told me. I just got off with a supervisor, Helena and she is the rudest person and contradicted what I have been told over the past week regarding the delivery date. Once again, she can only give me estimates and then, told me it could be up to 30 days. This is the most absurd company and I have talked with the actual manufacturer of the bathtub and they gave me the shipping information and the date it was shipped from their warehouse, August 1st. It is now August 14th and the supervisor told me it will not arrive at the Wayfair warehouse until the 16th (Denver) and they need 2 days to review the product and then, would reach out to me to schedule a delivery to our house, which could be within 30 days! This is outrageous and has cost us considerable money as we were told it would arrive by August 6th through the 10th to our house. The customer service is the worst I have ever seen. You can never cancel an order even if the provider cannot meet shipping dates given by Wayfair. Do not use this company, they have no customer service.