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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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C
9:10 pm EDT

Wayfair BBQ and Island

Ordered a BBQ and Island and said would be delivered between April 21-April 28th. Received an email that is was back-ordered and will come May 5-12th. Received an email and text that it's on the way will be at my house Saturday, May 8th between 7-5p.m. Great get the backyard all ready for the delivery. The truck arrives at around 1 p.m. and the driver says can't get it off the truck. It weighs too much. NOW is that my problem the customer...
I looked at him and I said why? He said two trucks loaded it it's too big and weighs too much for his truck to unload it.
NOW TELL me why is he even here to deliver since he can't. Asked me if I want to cancel. I told him NO...I already paid for it and find that it has gone up in price. on Wayfair. What is going on do they want me to cancel since they can now get more money for the BBQ. I still don't have my BBQ and don't know when they will come back and deliver what I already paid for.
BEWARE OF WAYFAIR

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K
8:28 pm EDT

Wayfair Desk

I bought a desk which was delivered in December 2020. Immediately after going through the box I called to report 2 pieces missing. I was informed I'd receive the parts by 1/13/2021. On 1/14/2021 I called again because the parts were not delivered. They took more information from me and said I'd receive the parts by 2/26/21. They said the parts were back ordered. Called again after the Feb date and was told they were still on back order and I'd receive the parts by 3/26/21. No parts again so I requested a manager. But was sent to a team lead who explained the parts are still back order and I should receive them no later than 4/30. On 4/23 I got a call from the team lead who requested pictures of the items from the manual as the supplier doesn't know what parts I'm missing. The reps on the phone didn't put in a ticket nor did they add the part number I provided. I send the pictures of the items missing and the next morning I get an email stating the parts are back ordered again. They did refund me 75.00 for my hassle however I'm still without the parts. One part that was missing is the support bar that holds both sides of the desk together. The Team lead has no empathy and his email etiquette is terrible. Which leaves me to believe I will never get the parts. I expected all the pieces sent in the first place. But this is absolutely ridiculous and i will never buy from wayfair again.

Desired outcome: Parts sent to me asap

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J
7:00 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Wayfair Sold item to fraudulent buyer under my name

On March 22, 2021 I received an email from Wayfair saying I had ordered something and it was being shipped to my address. I didn't order anything. The order number was [protected]. Later I got an email that said it shipped to:
Jesus Reyes7771
5423 NW 72ND AVE Miami, FL [protected]
My names John I live in Massachusetts. They charged it to my paypal.

Desired outcome: Refund

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11:59 am EDT
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Wayfair Your fraud of obtaining your credit card

We have spent a lot of money with Wayfair, never again! We recently purchased over 400.00 worth of products, and they offered 40.00 off the price if you signed up for their credit card, which we received and is now torn and in the garbage! We called customer service and explained this, all the representative could come up with was... I can't do that. Genius remark, of course we asked why? No reply, except if we buy a high priced item like a sofa next time, we will get 10 percent discount! Lol lol lol keep your joke and learn to do professional business, you advertise something, you're a huge company... Honor it! Let me just conclude with... Thank god for Amazon!

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A
7:57 am EDT

Wayfair Service

I have placed an order with yourselves and have numerous emails from your customer service department. None of which assist the situation.
I believe that Wayfair have acted fraudulently and am extremely unhappy with the service.

You have cancelled an order without my knowledge and told me that it is because you suspect fraudulent behaviour. It then becomes a complete mystery to me that you then decide to take the money but to still cancel the order. I now have to wait for you to return my money to me and I have no goods. You then tell me that I can re-order them? What! So you take my money, you think its fraud, then you realise it isn't. So you make me wait 3 to 5 working days to get my money back before I can reorder again.

This is ridiculous

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11:04 am EDT

Wayfair Theft/fraudulent activities on my account

Hello.
My wayfair account was hacked on Saturday April 10, 2021, at bout 3:30 AM. The following items were purchased from on my account.
3 blue tooth speakers purchased from my account. The hackers changed my email address. Please contact me so we can further discuss this matter . Attached is portion of my bank statement with the items that the hackers purchased on my Wayfair account.
Thanks,
Bridgette Samuel.
Email addresses: [protected]@gmail.com

Desired outcome: I would like to be reimbursed

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11:44 am EDT

Wayfair Payments made

My account was closed by the issuers which is fine but since December of 2019 I have been paying on my account which had a balance of $450 I just went through my statements the balance went up(doubled) without a purchase and since then. Also all payments that have been made since Jan of 2020 have made on time and the balance continues to grow. So for about a year and a half I have been paying monthly payments and the balance never goes down. What is going on with this company and the customers accounts it closed that's were in good standing. How do I get this looked at. It's on my credit as a closed account with a balance but I pay and balance never goes down

Desired outcome: Account correction and off my credit report

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12:05 pm EDT

Wayfair Delivery of an order

On February 12, 2021 I ordered a California King size iron bed. That order was delivered to their delivery partner's warehouse within 3 days. Since that time, my scheduled delivery date has been bumped four times. We have been rescheduled for April 8th, however I have no confidence whatsoever in that actually occurring as they have repeatedly cancelled our deliveries the day before said delivery. I have offered to go to their warehouse for pick up, but have been denied due to COVID concerns. I have offered to have them set it outside of their warehouse, we'll wear masks and come pick it up. But that request was quickly denied. My mattress is sitting on the floor awaiting the arrival of this bed. I know there has to be a solution to this issue. I will admit that we live rurally, but that should not be an excuse for repeated cancellations.

Desired outcome: Possession of the bed frame that has already been paid for either via delivery or us being allowed to pick it up.

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3:37 pm EDT

Wayfair 3441006155

Ordered an outdoor fire pit on October 29, 2020 with a delivery date of January 8, 2021.

Since then we have had three additional notifications delaying the receipt of the fire pit until May 19, 2021.

Dec 26 e-mail, delivery Feb 17
Jan 31 e-mail, delivery Apr 1
Mar 18 e-mail, delivery May 19

Customer support has been contacted twice on this product. Yesterday we tried to get reassurance the delivery would be met and what consideration could be given for the delays, such as taking 20% off the price since Wayfair will have had our funds for 6+months. By the time we receive the product, the season for using fire pits will have passed. What compensation can we receive other than a 10% off future products be forwarded to us?

Desired outcome: A price reduction for the product and delivery on or before 5/19

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11:41 am EDT
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Wayfair Picture

Was researching an item and was going to buy but never submitted the purchase. Then later I see I got an email stating I did purchase it. Which I did not. I called the help line as soon as I seen this email around 7 hrs later. I don't check phone emails everyday but tg I checked it out on this day. I called customer service and asked them to cancel order that I never bought. I received an email the next day stating that I am to send the item back and they will give me store credit for part of my purchase. I'm suppose to pay to send back, so they deducted shipping cost. The manger on the phone basically should not be in customer service cause he really pissed me off when he suggested I was not telling the truth and I must have submitted the order. Then he question that it took me 7 hrs to realize I did not want it. He actually compared the business to amazon, which there is no Similarities . Amazon is there to help the customer, this guy was calling me a liar I'm very disappointed with This business and I have already disputed this with the pp service. Sad they could have kept my business by just paying for return postage. Now they lost my business and everyone I tell this story too, hopefully. Advice for Way fair, You might think about getting better people to represent your company that have customer service skills. Listen to the recording.

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1:19 pm EST

Wayfair A 2 seater settee and my on line account with Wayfare

I, this evening the 7th March - have had a settee delivered without warning and broken. I have waited 3 months for this delivery and am very disa ppointed - And when going onto my warfare account, my order record is nil. I have bought things before and find this amazing. Therefore, I am unable to pick the settee of evidence of purchase...

The item is a Marlow HOme co. Recdo 2 seater Loveseat - Mink
Item number LS - CHAR-02-FIX-MINK-PL
Order number - [protected]
PO Number - UK300755653
Sipped Via XDP

I request a full refund as I am disgusted with this service and the state of the settee

Regards Tricia Casson

Desired outcome: refund

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2:32 pm EST

Wayfair Falsely advertising the availability of open box Christmas tree

I ordered an open box SKU: W003393065 on 2/20/21. Order # 3527807343. On 2/24/21 the wrong item was delivered. When I called, they said they'd replace it and would be in touch with me on what to do with the wrong item. On 3/1/21 I contacted them since I hadn't seen a reship and hadn't heard anything. I was told they had cancelled my order because they had oversold the item.

As of today, this item is still listed as available on their website so they are continuing to sell it even though they cancelled my order due to overselling. I asked them to honor the purchase with a new tree but they said it was sold out. I asked them to check since they were still advertising new product online. They then admitted they had new product. I asked for them to fill my order with an unopened box but they refused and said the sale price was probably due to the condition of the tree in the opened box. I pointed out that they state on their site that the open boxes are checked for damage before they sell them and a damaged item is excluded from their No Return policy on clearance items so it wouldn't have been a damaged tree and that the pricing of the unopened and opened boxes varied weekly with the open box going up if the unopened box went up. A supervisor named Stephen (or Steven) said all they could do was offer a 60 day 10% discount. I asked it to be extended beyond 60 days. He refused. I asked if 10% was the best they could do. He said that's what the offer is. I said if that's all you can do go ahead and send the discount offer.

To add insult to injury, I received an email saying they had "canceled an item from your order based on your request." I never requested a cancellation. I wanted them to send out a tree. I could have waited. Christmas is a long ways away. I did however get the 10% off coupon very soon after that.

Desired outcome: They should send me the tree I purchased even if they have to send an unopened box item. Be honorable about the unfair advertising of product they don't have (and are still adverising as available as of this date.)

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3:14 am EST

Wayfair Leather sofabed

I ordered a Tianna queen sofa bed on 11/12/20. I received several tentative dates for delivery. I received a confirmed date for delivery on 2/16/21, between 1pm to 5pm. I made several calls to estimated delivery time. After 5pm I was to the ETA was 6pm, then 7pm. I called again and received a guarantee of 7:30m delivery. I made a final call at 8pm, was told the driver went home. I called again the morning of 2/17/21. and was advised that the sofabed. Went back to the warehouse for a different delivery date. Wayfair has done nothing to correct this problem. I am extremely unhappy with this company. I made over 10 purchases over a 3 month period. I want to return every item because of what transpired with the most important purchase from Wayfair

Desired outcome: I was hoping for a next day delivery. Didn’t receive an acceptable response

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K
5:24 am EST

Wayfair Not selling my pillow

You are an in American company and obviously don't know the laws of this country. You should be ashamed of yourself for caving like a coward. As much as I liked your company before I will never purchase anything from you again. Hope the company crumbles.

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3:16 am EST
Verified customer This complaint was posted by a verified customer. Learn more

Wayfair Shoaf 4 door wardrobe by mercury row

Good Morning Sir/Madam,

My wife Lesley Fisher purchased a Shoaf 4 Door Wardrobe on the 16th of November 2020 with this arriving on the 10th of December.

Having recently moved I was looking forward to getting this up so we could get some clothes hung up and found the instructions, quality and generally everything about it rubbish. I am still to date trying to get this to resemble a wardrobe and would not recommend it or Wayfair for anything. I feel you should offer a refund (Cost £299) as I have subsequently bought another wardrobe from Littlewoods and this was put up within a day.

Please look at my complaint seriously, as I will not be recommending Wayfair to my friends or family.

Our contact details are : - Lesley Fisher - lesley.[protected]@hotmail.com
Lesley Phone - [protected]
Jonathan Fisher - [protected]@goldwingcable.com
Jonathan Phone - [protected]

I await your response.

Many Thanks

Jonathan Fisher

Desired outcome: Within a couple of weeks

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10:46 am EST

Wayfair Cancel culture - my pillow

I've purchased my last product on Wayfair since your company has joined the rest of the spineless businesses that have kowtowed to the mob, trying to rid the country of Conservatives. Yesterday it was Mike Lindell's, My Pillow, today we get to spend over $1M of our taxpayer dollars to rename schools that bear the names of our past Presidents. What you people forget is that we comprise at least half of this country and the decisions you make today will bite you tomorrow. As an Interior Designer, I've purchased many items on your website. You've lost me for good. I'll be taking my business associates with me. Word spreads like wildfire. Good luck with that.

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A
Allie Billat
, US
Mar 25, 2021 12:10 pm EDT

Could not agree more. If I wasn’t already waiting (2 months now) for the delivery of a purchased bed frame, I would already be gone. This cancel culture thing is absolutely out of control. And businesses are so very afraid. We’ve become a country of spineless wimps. Glad there are still some Patriots out there! God bless America!

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P
5:46 am EST

Wayfair My pillow products

I am voicing my displeasure with Wayfair for discontinuing selling MY PILLOW products. Please reverse this decision. I am sure you will be losing a lot of customers because of this.

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11:27 pm EST

Wayfair Dropping My Pillow is ridiculous!!

I have probably spent $10, 000 with Wayfair over the past 5 years -- but I will not do any further business with them until they return My Pillow to their site. It is ridiculous to cancel a business (especially an Made in USA business) just because you do not agree with their politics. I believe you will regret the day you did this. Count me out -- so long to Wayfair!

Desired outcome: Return My Pillow to your website!

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M
Mr. Helpful
Los Angeles, US
Jan 24, 2021 1:04 am EST

Actually, if they've stopped selling My Pillow, I'm going to start supporting WayFair!

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J
3:12 pm EST
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Wayfair Decision to drop My Pillow products

I am sorely disappointed in Wayfair in dropping My Pillow products because you are following the leftist pander and spin and falsely tying the company's owner's conservative views and expression of support of our former President and election integrity (with which MILLIONS agree!) with the violent acts of a VERY small group of anarchists and true extremists (on BOTH left and right sides). Your corporate board apparently does not have courage or a true understanding of the Constitution and real facts. No more shopping at Wayfair for me unless you reconsider your ill-advised and PC-pandering decision. I hope you will do so! Thank you.

Desired outcome: changed position

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1:20 pm EST

Wayfair My Pillow

I am writing to say that I am tired of political retailers. The industry you have placed yourself in is retail. It is not politics. I have enough politics from the politicians. I seek goods and services at a good quality and a fair price from you. I do not want to hear your politic views regardless of what side it is. I do not want my money to be used to fund political parties, regardless of what side it is and I especially do not want to fund your ability to donate to causes I do not myself agree or approve of. Since you want to make it political I will as well. You want to part take in cancel culture I will do so as well and I will shop elsewhere. I am willing to go without if necessary as I am fed up with corporations trying to capitalize on the hopes and fears of the nation. Sell a good product and leave it there. I also find it amazing that you would feel the justification to condemn the beliefs of of others when you have been accused of using sweat shops. Too bad morals and ethics are not something you sell online.

Desired outcome: sell goods. get out of politics

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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?

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- 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.

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

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

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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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www.wayfair.com

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