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4.0 1355 Reviews

Wayfair Complaints Summary

10 Resolved
319 Unresolved
Our verdict: If considering services from Wayfair with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Wayfair reviews & complaints 352

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R
10:33 pm EST

Wayfair Recliner

Purchased a recliner partly because of the quick delivery date less than three weeks but as soon as I made the payment the delivery date went from less than three weeks to almost three months I feel that was very shady and dishonest I could have bought the recliner any where else but because of the original delivery date Wayfair was offering I couldn't pass it up, Never shopping here again and I'm telling everyone who will listen about my bad experience at Wayfair... order #3666972-placed on 11/12/21 by the I cancelled the order and would my money refunded as soon as possible...

Desired outcome: refund...

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J
10:04 am EDT

Wayfair Never delivered

I ordered a patio set from Wayfair many weeks ago. The items never came. Paid through Paypal. The confirmation is below. Order #[protected]. Please look into this for me.

Desired outcome: Refund

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12:10 pm EDT

Wayfair Order no [protected]

I had placed this order on 6th oct including 159.99 plus HST for delivery and assembly. Until yesterday I was informed and spoke to customer rep few times and was confirmed item is arriving before 20th oct and arrangement made for assembly . This morning I was informed item arriving tom and no assembly and they have refunded me 130 for the assembly leaving me in dark as i had informed the cust rep that I have a function at my house and needed this assembled before 20th and hence ordered from wayfair otherwise i had similar available at my home depot closeby . First of all i should have been informed upfront on not being able to assemble and spoken to me abd now i am being told it will be CAD 261 for handy if i needed to book .

This is really frustrating and an extremely bad customer experience whereas i have been a wayfair customer and leaves a bad taste on any future purchases with this company

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5:16 pm EDT

Wayfair chain link dog kennel has broken and missing parts

We received the kennel in after it sat in Salt Lake for 3 days (a 6 hour drive from here) The set screws to tighten the poles together are missing The chain link for the gate is torn up. I sent pictures of the gate to them. We also needed to get it up before the snow flies to keep our animals safe and warm in their shed. The company said they could not help me, so I suggested sending it back and getting a refund, but will have to buy another kennel some where else and hope it comes fast. Thanks for your time and I suggest removing this company from doing business with you

Desired outcome: for them to send me missing screws and chain link for gate

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C
6:41 pm EDT

Wayfair Rugs

I bought 2 rugs, a 9x12 and a 2x6. The 9x12 was advertised on their website as weighing 75lbs and being a thick heavy rug. The 2x6 was advertised as 33lbs. When I received the 2 rugs, the 9x12 only weighed 34lbs and the 2x6 only weighed 3lbs. Both rugs were extremely thin (not what was shown on their website). In addition the manufacturer info was different from what was stated on their website. I am returning the rugs but am being charged $65 to return these items despite the fraudulent advertising of the items.

Desired outcome: Refund full amount

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B
9:04 am EDT
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Wayfair unethical behaviour, scam

On or about September 8, 2021 I purchased a bedspread thru Wayfair and paid 19.99 for expidited shipping. The cost of the spread was 63.99. After waiting for my "expidited" order if finally arrived on Sept 16, 2021 but came from AMAZON. Amazon price for the bedspread is 24.99 and no shipping charge! Not only is this unethical, it's a disgrace that they can scam their customers this way and overcharge for items sold at a much lower price elsewhere. If I wanted to buy from Amazon I would have gone there instead.
I did contact their customer service which is ridiculous and now they want me to find a place to return the item. More inconvenience!
Item with Wayfair total $81.97 - Item with Amazon total $24.99. So they scammed me out of $56.98 - How is this acceptable on any level.

Desired outcome: Charges need to be removed from my credit card!

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10:35 am EDT
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Wayfair Product not being delivered

When they choose fedex as shipping co. They continue to find out how crappy of job they do! Wayfair customer service is pretty USELESS as they give out 10% coupons like candy for their mistakes ! I will never purchase another item! Poor service,
As I have a piece to a sofa set that has been on truck since 9/7/2021 4 days! NO IS Willing or wanting to do the WORK to get this done!
WayFair is a useless, full of fraud

Desired outcome: Never shop here again

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S
10:29 pm EDT

Wayfair Zipcode Design Outdoor Furniture

We ordered the Adal 7 pieces outdoor wicker/rattan furniture set in the beginning of May. When we received our order the correct colored cushion covers were not included. We have reached out to Wayfair 4 times to have the correct covers set. The incorrect sized cover have been sent each time. As of September, after summer, we still do not have the set we paid for.

Desired outcome: Receive the correct order we paid for and expected to recieve

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4:09 am EDT

Wayfair A refund for a TV cabinet.

My complaint is a response to a refund to which I sent a reminder e - mail.
I ordered the item on 13/07/21 and returned before delivery, as it was too small. I was told this was acceptable.
As I had not received a refund, I sent an e - mail on 05/08/21 asking for the refund. I received a response on 06/08/21.
The e - mail stated apologies and I will receive a refund with thanks for bringing the issue to the attention of Wayfair.
I am glad to receive the refund but I should not have had to ask for this as it should have been automatic. The system of refunds needs to be more efficient.

Desired outcome: Refund has been issued.

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L
1:19 pm EDT

Wayfair Unethical Behavior

On 12/30/20 I placed an order for a Desk, Chair and Hutch. The price was listed and I agreed to the price. My order and my payment went through and I received confirmation (#[protected]) with a delivery date of 1/13/21. (Please see attached confirmation.) But I did not receive what I ordered. I received a very small package of some type of cloth. When I emailed them initially for a resolution they informed me that there was an error on their part and they could not sell me the items I ordered for that price. The problem is, they already DID sell me those items at that price when they accepted my payment and sent confirmation. I sent a letter to the company (see attached) but was completely ignored. They recently refunded me the original amount of payment but that is not the result I was anticipating.

Desired outcome: I would like the items I ordered at the agreed upon price at the POS

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11:02 am EDT

Wayfair Leather recliner 3+2 bought

We bought an expensive Leather recliner 3+2 in July 2019. We saw the seams open up in July 2020 and leather having cracks in 2021.
We asked them about the quality of the products they sold.
We also asked them to work their insurance Uniters for specific issue and also Wayfair miscommunciation during buying the policy.
Wayfair should take responsibility for the quality of product and selling us an insurance basically which does not cover anything.

1) As part of email for coverage it mentions it covers rips/tears/punctures.
2) As per your website also mentions the same

Coverage for common malfunctions (like broken hardware and seam separation).https://www.wayfair.com/help/article/protection_plans/4453FF23-54D5-44D7-AF03-C82E12BAF7B1

3) As per wayfair website - A Uniters protection plan covers all accidental stains (food, beverages, pet stains, etc.) as well as accidental damage (rips, tears, burns, punctures, scratches, gouges, chips, or dents)

Desired outcome: Repair/replace

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11:10 pm EDT

Wayfair A recliner chair

Received a recliner chair that is impossible to recline! You use the arms to push back and it just won't push. We tried everything. The only way to get it to go back is to lift the footrest, which one cannot do when you are in the chair. It is junk and defective. Customer service told me I can't return since we put the chair together! WTH? Of course, you put something together to use, so what they are saying is you cannot return anything. I will never shop here and I am reporting this all over the place and called my card company.

Desired outcome: I want my money back.

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8:07 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Wayfair Bathroom Vanity

Hi my daughter Sarsha Brown email [protected]@hotmail.com placed an order [protected] for bathroom vanity since May 24th as of today the item has not been delivered, when she purchase the item the estimated time o#f delivery was supposed to be June 5th, its now 24 days we both has been calling for the past 2 weeks and none of your employees seems to know where this item is, as per our conservation one of your employees name Valerie stated that she has to send an email to the warehouse to get the status of this item and she said that she would get a reply in 4 days, then she hang up the phone on me that's absurd, with all the new technology an you telling me its will take 4 days to get a reply, I have been out of a bathroom for the last 3 weeks and your employees said that there is noting they can do at this time please we need someone in authority to do something ASAP. My name is Ramesh Brown and I work in customer service and I send email to different cities and it does not take 4 days to get a reply I get reply in minutes.I believe that your employees need more training in customer service., you can email me at [protected]@JetBlue.com, I will also go on twitter and on your website and social media and give a bad review if
no one gets back to m.e by the end of this business day. Awaiting for your reply

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C
3:51 pm EDT

Wayfair My Order

Terrible customer service, order a mattress on May 20, 2021, told me I would received by May 31, 2021, never arrived, tried to cancel order, would not cancel, told me it was being shipped, they lied, June 16, 2021 still no mattress, I'm trying to cancel again, and I'm being told the order is pending cancellation, they are still lying because the item has still not been shipped. Buyer beware I will never order anything from Wayfair again.

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1:21 pm EDT
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Wayfair customer service was terrible employee uneducated and rude

IN NEED OF RETRAINING AND BASIC EDUCATION; Scotty C.
Executive Resolution Specialist
Sun: 9:00 AM - 5:30 PM
Mon-Thurs: 11:00 AM - 7:30 PM EST
Phone: [protected]
After a BBB complaint, your repeated emails for a refund, nothing has been received . Can you please follow up on this
In addition please reinstate my business account with Wayfair that Scotty C cancelled. I would also like to make a personal complaint against this employee in writing and would like to speak to his supervisor of retraning and an apology. His actions and correspondence with me certainly do not reflect the business values of Wayfair.

Thank you,

Desired outcome: Scotty C to attend customer service training and apologize to consumer

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12:32 pm EDT
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Wayfair Order Never Received

We purchased a patio furniture set with Wayfair with an estimated deliver of 2 to 3 weeks. At 3 weeks, we received a small package saying it was our order. The package was a tiny part of our order. We called and got told that this was the entire order.

We proved them that it was missing the major part of our order. They only offered us to wait for another 3 to 4 weeks to get the rest of it. Unacceptable!

Extremely unsatisfactory and a very bad customer service. The worse part is it happened twice!
We did an order less than a year ago with a bed and night stands. Same problem...

We thought to give them another chance as things can happen sometimes. But TWICE!

Never order from them again!

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M
2:59 pm EDT

Wayfair Accusation of being involved in some kind of wrong doing

On Thursday 20th May I placed an order for a mirror on line and paid for it through my PayPal account. On Friday I received an email from Wayfair thanking me for cancelling my order and the money was put back into Paypal.
I called to find out why my order was cancelled and after 5 phone calls was told by a guy called Keven that either my address or my card had association with criminal activity. However he was able to tell me exactly how I have been involved. I have checked with my Bank also with Paypal who say they have found no payments to Wayfair over the previous 12 months.
I have lived at my present address for 20 years. It is in a hamlet of 3 houses in the Ashdown Forest .
I need to know what I am being accused of and any slur on my good name and reputation revealed and cleared.

Desired outcome: To clear my name and property from any false accusations of wrong doing.

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10:01 pm EDT
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Wayfair Faulty Dresser with Inaccurate Instructions

I ordered a dresser and there were several issues when I assembled it. First, the instructions had me put wooden pegs in the wrong holes (with glue, I might add) and so the side panels were backwards. I spent over an hour loosening the pegs and moving them over. Then, when I put two panels together, the wood split. Lastly, the metal sliders don't have any caution warning on them, but they're sharper than they look and I sliced two fingers trying to attach them to the drawers. This is the product:

Wolfe 5 Drawer Chest by Mistana™
Order #: [protected]

I'm going to have buy something to smooth over the split wood.

Desired outcome: Refund

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6:05 pm EDT
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Wayfair Comforter

Ordered a comforter in March was wrong size I called 5 days late. I guess due to the fact that I was sick for 8 days thought I had the virus but wasn't! I re - ordered again and sent the size I needed! I was told I could not return my item because it was 5 days after return policy! I cannot BELEIVE that a big company cannot help when things are uncontrobale! I I re ordered have what I need! But do not need the wrong size comforter! Would appreciate a response! Thank you Nancy DiMarino [protected] or [protected]@gmail.com

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M
Mr. Helpful
Los Angeles, US
May 17, 2021 1:11 am EDT

Hi Nancy.

Appreciate reading your issue. Wayfair has a very liberal return policy. As published,

You can return most items for a refund or store credit within 30 days of delivery. Return shipping costs apply, and the item must be in its original condition and packaging to be accepted.

There are a few items that can’t be returned:

Clearance items
Gift cards
Personalized items
Bundled items at discounted rates, e.g. “5 for $25” (unless the entire bundle is returned)
Items you have already assembled
Items marked “Non-Returnable” on the sale page
Open Box Items
Any outbound shipping charges collected on the order will not be refunded. This includes:

$4.99 shipping charge for orders under $35
Upgraded shipping charges (expedited, express, room of choice, etc.)
Assembly services included with delivery
However, if your item is damaged or defective, these exceptions do not apply. In this case, we’ll take care of it and work with you to find the best solution.

To start a return, visit My Orders. For step-by-step instructions, read our Returns and Exchanges article.

Refund Options
You can choose to receive store credit for your return, or have the original payment method refunded. Any associated return shipping costs will be deducted from the refund amount. More details can be found in Refunds.

Modified Return Policies
Our return policy is slightly different for some products and special-occasion purchases:

Mattress Return Policy
Every mattress comes with a 100-night free trial. If you’re not in love with it after 100 nights, you can arrange a free return or exchange it for a different one. The return or exchange option only applies once per order.

This excludes Mattress Toppers, Crib Mattresses, Air Mattresses and Open Box Mattresses.

Large Appliance Return Policy
You can return a large appliance within 30 days of delivery as long as it has not yet been installed and is returned in the original packaging. In rare cases, you might have to pay the manufacturer’s restocking fee.

Before installing the appliance, please double check the following when it arrives:

1) Scan the box for damage.

2) Make sure the product name and model number match your order confirmation.

3) Remove the packaging and inspect the appliance.

If you receive the wrong item or it arrives damaged, don’t accept the delivery. Tell your delivery representative(s) and contact us so we can arrange for a replacement. Once you have installed the appliance, it cannot be returned.

Wedding Registry Return Policy
Registry items can be returned at no cost to you in exchange for store credit for up to 90 days after the event. To start a return, contact a Registry Specialist with the product name or registry order number (found in Gift Tracker) with a reason for the return. This policy only applies to purchases made by guests.

Extended Holiday Return Policy
For all items purchased between November 1 and December 31, the deadline to return them is extended until January 31.

Hope this helps.

ComplaintsBoard
M
5:11 pm EDT

Wayfair Tegan 9 Piece Sofa Seating Group Order #[protected] account [protected]@gmail.com

I ordered this outdoor seating group from Wayfair April 9, 2021. It was to be delivered May 1-8. After trying to cancel and being told it was too late because it was getting ready to ship it has been delayed three times now due May 27 missing the event I needed it for. I have asked for it to be canceled with no help from customer service. They now offer the furniture group with an 8-10 week wait. Had that been the case when I ordered I would not have ordered as I needed it sooner. It stated it was available and I was told it was in shipping just after ordering.

Desired outcome: Cancel order

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Wayfair Customer Reviews Overview

Wayfair is a leading online retailer of home goods, offering a vast selection of furniture, decor, lighting, and more. With a commitment to providing customers with high-quality products at affordable prices, Wayfair has become a popular choice for shoppers looking to spruce up their homes.

One of the standout features of Wayfair is its extensive selection of products. With over 18 million items available on the site, customers are sure to find exactly what they're looking for. From traditional to modern styles, Wayfair has something to suit every taste and budget.

Another positive aspect of Wayfair is its user-friendly website. The site is easy to navigate, with intuitive search and filtering options that make it simple to find the perfect item. Additionally, Wayfair offers free shipping on most orders over $35, making it a convenient and cost-effective option for online shopping.

Customers also appreciate Wayfair's excellent customer service. The company has a dedicated team of representatives who are available to assist with any questions or concerns. Plus, Wayfair offers a generous 30-day return policy, giving customers peace of mind when making a purchase.

Overall, Wayfair is a top-rated online retailer that offers a vast selection of high-quality home goods at affordable prices. With a user-friendly website, excellent customer service, and a commitment to customer satisfaction, it's no wonder that Wayfair has become a go-to destination for shoppers looking to update their homes.

Wayfair In-depth Review

In summary, Wayfair is a comprehensive destination for those looking to furnish and decorate their homes. With a vast selection of products and an easy-to-navigate website, it offers a convenient shopping experience. However, there are areas where Wayfair can improve to enhance customer satisfaction further.

Website Navigation and User Experience

The Wayfair website is designed with user-friendly interface. It is easy to move around and find what you need. Pages load quickly, which is good for people with not so much patience.

Product Range and Selection

Wayfair has very wide range of products. You can find almost everything for home - furniture, decor, lighting, and more. It is like one-stop shop for home needs.

Product Quality and Descriptions

Most products on Wayfair seem to be of good quality. Descriptions are detailed with lots of pictures. But sometimes, real product can look a bit different than photo. It is important to read reviews for quality check.

Pricing and Value for Money

Prices on Wayfair can vary. There are affordable options and more expensive ones too. They often have sales, which is good time to buy for better value.

Search Functionality and Filters

Search function on Wayfair is very helpful. You can use filters to narrow down choices by style, price, color, and more. It makes finding what you want easier.

Customer Service and Support

Wayfair customer service is available through phone or email. They try to help with problems, but sometimes response can take time. It is not perfect, but they do make effort to assist.

Shipping and Delivery Services

Shipping services are generally reliable. Wayfair offers tracking for orders, which is useful. But, delivery time can be long for some items. It is important to check estimated delivery before buying.

Return Policy and Process

Wayfair has a return policy that is straightforward. You can return most items within 30 days. But, you may need to pay for return shipping, which is not so good.

Customer Reviews and Ratings

There are many customer reviews on Wayfair site. They can be very helpful to understand product quality and customer satisfaction. It is wise to read these before making decision.

Payment Options and Security

Wayfair offers different payment options like credit card, PayPal, and Wayfair financing. The website is secure for transactions, which gives peace of mind when buying.

Sales, Promotions, and Discounts

Wayfair has many sales and promotions throughout the year. They offer good discounts, especially on holiday sales. It is good chance to save money on purchases.

Mobile App Usability

The Wayfair mobile app is convenient for shopping on-the-go. It works well and is easy to use, similar to website. But, sometimes app can be slower than website.

Environmental and Social Responsibility

Wayfair could provide more information about their environmental and social responsibility efforts. It is not very clear what actions they are taking in this area.

Loyalty Programs and Customer Incentives

Wayfair has a loyalty program called MyWay. It offers free shipping on everything, discounts on services like assembly, and exclusive perks. It can be good for frequent shoppers.

Comparison with Competitors

Compared to competitors, Wayfair stands out for its vast product range and user-friendly website. However, in terms of pricing and customer service, some competitors may offer better experiences. It is good to compare before buying.

How to file a complaint about Wayfair?

Here is a guide on how to file a complaint against Wayfair on ComplaintsBoard.com:

1. Log in or create an account:
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2. Navigating to the complaint form:
- Locate and click on the 'File a Complaint' button on the ComplaintsBoard.com website. You can find this button at the top right corner of the website.

3. Writing the title:
- Summarize the main issue you have with Wayfair in the 'Complaint Title' section.

4. Detailing the experience:
- Provide detailed information about your experience with Wayfair. Mention key areas such as transactions, the nature of the issue, steps taken to resolve it, the company's response, and the personal impact of the problem.

5. Attaching supporting documents:
- Attach any relevant supporting documents to strengthen your complaint. Avoid including sensitive personal data.

6. Filing optional fields:
- Use the 'Claimed Loss' field to state any financial losses and the 'Desired Outcome' field to specify the resolution you are seeking.

7. Review before submission:
- Review your complaint for clarity, accuracy, and completeness before submitting it.

8. Submission process:
- Click the 'Submit' button to submit your complaint.

9. Post-Submission Actions:
- Regularly check for any responses or updates related to your complaint on ComplaintsBoard.com.

Ensure you follow these steps to effectively file a complaint against Wayfair on ComplaintsBoard.com.

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Contact Wayfair customer service

Phone numbers

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Website

www.wayfair.com

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