Wayfair
reviews and complaints

I received an incentive offer in the mail to shop at Wayfair. I was doing home improvements, so I placed an order on the phone. He sold me on a Wayfair credit card which also has its own incentive on a first order. I got neither incentive. The vanity arrived with paint chipped, a dent and pitted granite counter top. I had ordered another vanity in the meanwhile with a quartz top which arrived with a huge gash in the counter top. They do take some $ off when you have damage. Otherwise how do you sell low quality and damaged stuff? They call particle board 'engineered wood.' Buyer beware. I then ordered a DW (haven't received yet and quite worried about the condition it will be in). In any case, when I got the CC, I logged in for the first time, noted the cost I was charged, and no incentive applied. Tried contacting them. They make up excuses not to give you the incentive that lured you to the site in the first place. I have lots of stuff yet to purchase for my home improvement projects, but I suspect I'll just pay this off and cancel the card. Just not worth the trouble when there are hundreds of vendors out there who care more about how they treat customers. Not to mention, I suspect they intentionally buy up seconds or damaged products no one else will sell.

On 6/23/22 I ordered 3 Piece Rectangular Writing Desk Office Set SKU: KFBS2523 on a Flash Sale that included the Justine Desk SKU: W003082511 Justine 56'' Wide 3 - Drawer Filing Credenza and (2) Justine 72'' H x 24'' W Standard Bookcases, for $819.00 Order #[protected]. On Monday June 27, 22 a customer service agent called me at home to tell me that my order was invalid b/c the Justine Desk was a separate item and a separate charge. Why would an agent call me and tell me the sale was invalid? I spoke with management and they told me they would not honor the Flash Sale price price. The set now costs over $3000.00. This was clearly a bait and switch tactic so I told manager not to send items. The desk arrived and sent back for refund. However my master card account still shows a debit over $800.00 for the 3 Piece Rectangular Writing Desk Office Set SKU: KFBS2523 as "preparing to ship" I called customer service they dispute the charge saying it was never charged to me on the master card . They kept repeating that I was refunded and look at the invoice. It did not occur to them that the invoice was wrong and "preparing to ship" indicates that the item was paid for. Wayfair will not refund the amount of the desk set, nor will they send me the desk set for the amount I agreed to paid for it during the Flash Sale. They purged the master record very well to pull off this bait and switch to my financial detriment. This needs to be corrected

My Wayfair Professional Account for my Interior Design Firm was flagged and banned with no explanation last month. We have done nothing but place orders for clients through this account - which is the point of a professional account. I am extremely confused, upset and frustrated with how this has been handled by Wayfair. It is honestly the worst customer experience I have ever had in my entire life and truly one of the most mind-boggling, confusing experiences as well. All Wayfair has done is respond to me in a scripted/robotic way and provide zero feedback or explanation.

Our clients have already paid us for their Wayfair items that we were supposed to order for them, however since they banned us with zero explanation, I now don't know how to order them these items. As I said, we have done nothing wrong as customers, all we have done is pay Wayfair thousands of dollars. Truly the most bizarre and frustrating experience.

Called to return item. Wayfair will only help if the item was damaged.

It was delivered TODAY.

Well, it will be since I'm the only one who can return it and it's heavy. I was informed that only if the product is damaged will they help with the return. Well, what do you think will happen when it's only a tiny female that can move it?

Thanks for help WAYFAIR!

I ordered a rug which mentioned grey/gold color but when it arrived it has yellow color in it. Product description does not state it. When I asked for the return, I was told bluntly by customer service team that I have to pay for shipping fee. It is not my fault that product description does not match with the product. Moreover, customer service team argued that picture matches what if description does not match. She further argued by justifying that yellow color is also part of gold color. Instead of offering me any solution, customer service associate argued and didn't support at all. Now I have to live with a wrong product without resolution.

I purchased a fountain clock plus 5yr protection plan. twice I had a problem, first time they replaced the pump. second time the whole fountain clock was going to be replace, but the fountain clock was discontinued. at that time I was told I would get a refund of $417.26 for the fountain clock plus $122.72 for part of the protection plan, that was on 09/03/2021. I was told it would go back on my original credit card which doesn't exist anymore, it was transfer to another credit company. as of today I still do not have my credit of $539.98. an yes I've call constantly with no success, I have all documentation of who and when I spoke to them

Good afternoon. I am contacting you today concerning a product purchached that did not meet the expected quality of work that it should have. in short, it did not work at all.

I called to return the item and I received an email from an Natalie W. requesting I send email of a picture of the items packaging and other pictures and other. I called to tell her I did not know how to do this on email or text she very rudely asked if I could get my neighbor to do it. When I declined, she went on asking about my daughter. Very unprofessional. I explained again that I did not have these options to do this and I was willing to mail the item back, I just wanted return label, she very rudely stated I have been "advised". I do not know what that means.

I purchased a red outdoor tulip glider from you and it arrived promptly. Thank you. Y'all scheduled Handyman to come put it together for me. The appointment was for today, June 11, at 1:30 and they have not shown. I understand this isn't earth shattering but cannot figure how to get in touch with them. I tried the number given me and to no avail. I was told to reconfigure my address or something which I don't have a clue what the automated voice was talking. Since you scheduled it in the first place I am hoping you will be kind to have them take care of this. I am expecting family from Arizona to visit next few days and really want to be ready for them. Please help. I do thank you so much.

I purchased this recliner in February 2022, reported issues with it on March 1st. They asked me to send pictures, etc. I didn't have access available to do that until the chair arm collapsed the beginning of May. I had my nephew come over and take a picture which I sent them and asked what they planned to do about this and have received no response. I am under the weight requirement listed on the product so didn't think I would have issues with it. Poorly built, the arms weren't part of the the main base as you would expect with furniture built well. I am currently sitting in a chair that is 100 years old with no issues. Problems reported the first round was the chair would recliner fully and I had to get out of the chair to get the leg portion to fold back under the chair, also the copper looking buttons kept falling out. The massage and heat option was extremely noisy so didn't use it as it bothered my downstairs tenant. However, when the arm literally folded I ended up having to call 911 to assist me in getting off the floor.

My order number is [protected]...I ordered durning one of wayfairs sales. I orderes a patio set, one reason was that they had a great price. I waited over 3 weeks then to find out i wasn't getting it due to the fact that they said price was to low...Well i didn't put the price up there, i bought now i'm just wanting to get what i paid for...I really think this is a case of bait and switch...Your employee said well we can't deliver the product you ordered but well give you 10% off on a future order. I'm not at all inpressed with that offer...All i'm asking for is that your company keep their end of the bargain...Bought on april 27 2022

During WayDay sale, I purchased a patio set. Three weeks later, I received email, order was cancelled due to item being "oversold". Item is still available on website at higher priced. I reached out to customer service and was advised, "this item was part of a pricing and product listing error that caused this product to be significantly marked down. As soon as we were made aware of the issue, we cancelled the related orders." I was given a 10% coupon code for my next order.

I bought a sectional sofa online March 2, 2022. When we got it, it had a couple small tears, but they were under the pillows, so they are not visible. My major complaint is that it is the most uncomfortable sofa I have ever sat on. It's hard as a rock, it sits to low, and the back is too low. I bought risers to lift it a little higher, which helped some. I kept thinking that the sofa would grow on me, but, when my husband told me last night that he didn't like sitting on it because it was too hard and too small, I thought I would file the complaint now. I'm sure there is nothing we can do about it now since we've had the sofa a little over a month, but it may help someone else make a better choice. I won't be using Wayfair for anything ever again.

i spent almost 900 dollars and 180 for instalation and also 2 hundred for 5 years coverage and when the product arrived there was no parts to put it together ,no lights ,they told me wait 2 weeks !that is bad for new people coming to shop i want my money back i put all my old things outside to welcome your product i am sick !why would they do this to people!

Hi - My name is Mike Quaid and I would like to file a complaint as I was not given the 10% discount as advertised per a piece of mail I received.

On April 9th my wife ordered a couch order # [protected] and on April 14th or 15th I received a flyer in the mail advertising 10% off on all orders promo code YDPBBURZ2E2X, see picture attached. I tried to call the customer service number a couple of times and the representatives stated that because I called in so late they cannot honor the discount.

The couch was ordered under my wife's email address, but I paid for it and it is for a property that I own. We used her email address as she received a $20 discount for an issue she had previously.

Given the short time period between when I ordered the couch to when I received the flyer it seems unfair that I cannot use the discount. When I asked ithe customer service rep if I was able to cancel the order because of the negative experience, the rep said that I would have to pay a cancelation fee. This also seems unfair to me.

All that I am asking is for Wayfair to honor their advertisement and give the discount.

I have seen your ad on tv for quite some time. I find it very offensive when businesses use celebrities (actors, sport figures etc.) to do their commercials.

Do you honestly think the public is that stupid to buy from you because a person might like Kelly Clarkson and because she does the commercial that makes me wanna buy from you. Well let me tell you that discourages me from buying from you.

ITEM RETURNED IN nOV. CREIT GIVEN-THAN REVERSED IN dec. on going communicationsyet unresolved item [protected] ordered on g mail acct.

Why are your competitors for the identical items much cheaper than Wayfair?The above item in the subject bar is much cheaper at your competitors, Their price is 579 compared to Wayfair 1529-- Suncast Everet 6 x 3 Shed.. Why such a discrepancy?

Also it seems you have many of the same items listed online all with different prices.

Why does this happen with many items?

This is why I do not shop at Wayfair.

Regards

Tony

To whom it may concern,

I have been a loyal customer to Wayfair for many years now. I own several properties and almost exclusively shop at Wayfair for my property needs. Why? Because of the excellent customer service and quick remediation of my order issues. While, I do like the items I have purchased at Wayfair, this is not the reason why I continue to shop with Wayfair.

Many orders had issues such as damaged or faulty items, items with missing parts, or incomplete orders. If anything, this is a reason NOT to continue shopping with you. This is a problem and has cost me time money and effort to remedy, especially when I am held up on a construction project because of it and I am paying these contractors for their time. Due to these hold ups, they could not move forward with the project because of such issues to the failure of your company to send out undamaged items, complete orders, etc. in the first place. You have plenty of competitors that also offer amazing products and great deals, e.g., Amazon, Overstock, etc. However, only because of the immediacy, friendliness, and attentiveness of your excellent customer service team to remedy the order issues, I have continued to remain a loyal customer. This is the ONLY reason!

Now, I have been assigned to some kind of “executive team” to handle my order issues, being punished for having too many order issues. My order issues have been the problem of Wayfair not getting it right the first time around. Now that I no longer have the immediacy and excellent customer resolutions team at my disposal, I am reconsidering my loyalty. I find this highly insulting, offensive, and discriminatory. And on what basis? These issues were not because of me, but because of the failure on Wayfair’s part to fulfill their duties with excellence from the beginning.

I have customer service agents trying to help me but saying they cannot touch or doing anything for me. And then trying to convince me that this “executive team” is here for me to provide me with excellent service. Excuse me? Nothing frustrates me more than: 1. being fed lies and 2. being apologized to. I am not one of your stupid customers that you can feed this kind of garbage to. I am a smart and solution orientated business women and doctor. At this point, I don’t have easy and quick solutions available to me at your company, because now I am this “executive team” list. What a misnomer! A better, less misleading name would be “repeat offender” list.

Just to reiterate, my order issues were from failure on your side, not mine. As a matter of fact, I have too many damaged or incomplete, useless, items from Wayfair cluttering up my garage. I now, must find a way to haul them away and dispose of them. That is more time wasted unnecessarily on my side, because of your errors.

If you value me as a customer, I am giving you the opportunity to reconsider your decision and to remove me from this “offender’s list” that I have been put on for no real justification. This kind of discrimination is unjust and may create legal problems for you in the future.

Are you sending every single customer through the executive resolutions team?

If yes, that is one thing. If not, I think we certainly have a case of discrimination.

I would like proof that you are in fact applying this across the board to ALL your customers.

I have been a happy customer for a while until recently when I started to buy larger, more expensive items that UPS/FedEx kept leaving in my building's mailroom. It specifically states to NOT leave items in the mailroom as there is no one to monitor them and tenant packages have been stolen many times in the past. This does not matter to UPS, FedEx or even Wayfair. Everyone wants their money for services and goods but when it comes to delivering cumbersome packages to someone's door, all the kindness and helpfulness goes right out the window. Your "case" is referred to Executive Resolution that must be operated by part owners of the company. They do as little as possible to help the customer and if they choose not to communicate with you at all, they are entitled to do so? I have one order left with Wayfair that I would cancel but it's been such a difficult process to manage on my own against the ER (lol) department when the customer has no way of communicating with a human being. Once an ER employee/shareholder decides to not respond to your emails the customer is out of luck. There is no one left to turn to and no one in ER gives a crap. Wayfair must be a Russian owned and operated company because you can't get a hold of anyone in ER. THEY can only get in touch with you IF they choose to do so. It's a scam.

I ordered a box spring (queen) and it was delivered by a Fedex guy for Wayfair. That person banged his mobile phone on my camera door bell which costs around $350 and broke the lens. By the time I ran downstairs he quickly disappeared. I saw all this on my phone screen and after that my door bell and camera stopped working. This is ridiculous and I need an answer from Wayfair