• Wayfair

Wayfair

Overview

Wayfair has a rating of 1.44 stars from 2,068 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers complaining about Wayfair most frequently mention customer service, delivery date, and credit card problems. Wayfair ranks 764th among Furniture sites.

  • Service
    779
  • Value
    708
  • Shipping
    728
  • Returns
    600
  • Quality
    625

This company does not typically respond to reviews

Positive reviews (last 12 months): 2.7%
Positive
7
Neutral
6
Negative
250
553
See all photos

What reviewers want you to know

Positive highlights

  • Update: The original customer service representative was able to get me in touch with a manager.

Critical highlights

  • Every week a new delivery date appeared- until the last delivery date of Dec. 27th passed and NO new dates were posted.
  • I have never had such an abhorrent experience with a credit card company.
How would you rate Wayfair?
Top Positive Review

“Easily one of my fav sites”

Joseph I.
3/27/24

Fantastic experience making purchases. Finding what you're looking for is simple. Filters include price, size, and style. Excellent savings and free shipping are also available. They have some excellent quality things and a large selection.

Top Critical Review

“Never order here!”

Jevaughn J.
3/1/24

Was wrongly billed for items marked delivered but sent to incorrect unit/,building. After reaching out to the ceo and resolution team I received no assistance. The photo doesn't even clearly identify anything and now im out of a few hundred dollars. Save your money shop somewhere where they care about their customers and make sure you get your items.

Reviews (2,068)

Rating

Timeframe

Other

Reviews that mention popular keywords

delivery date (150) credit card (118) customer service (755) bed frame (38) delivery company (25) return policy (53)
Thumbnail of user jevaughnj2
1 review
0 helpful votes
March 1st, 2024
Verified purchase

Was wrongly billed for items marked delivered but sent to incorrect unit/,building. After reaching out to the ceo and resolution team I received no assistance. The photo doesn't even clearly identify anything and now im out of a few hundred dollars. Save your money shop somewhere where they care about their customers and make sure you get your items.

Tip for consumers:
Don’t shop here there’s better options out there

Products used:
Sofa

Value
Shipping
Returns
Quality
Thumbnail of user chrisf1008
3 reviews
3 helpful votes
January 22nd, 2024

I ordered 4 bar stools off Wayfair. I vowed 4-5 years ago never again to use them after they didn't stand behind our pool chairs and just deferred to the manufacturer. I caved. We need new stools. I ordered two pairs. Two of the EXACT same thing...and got 2 bar stools and a mirror. Is this some cruel joke? Maybe look at the reflection of the two and voila! 4 stools! Then they made it difficult to return the mirror (their fault) or they were going to charge me for it as well. Wayfair is just a clearing house front door for any old furniture company and doesn't care anything about the customer experience.

Service
Value
Shipping
Returns
Quality
Thumbnail of user wrena4
1 review
31 helpful votes
December 6th, 2021

Bought a $200 ergonomic office chair which came looking so cheap and parts literally thrown together in a CHICKEN FEED BAG FROM CHINA (see pic). They tried to give me $35 back but it wasn't worth even $100 so I returned. First customer service rep said they'd still have to take $12+ for shipping whereupon I was like uh no. Not when it's the stores error so I called back and got a different agent to help me. Bad experience that made me realize Wayfair is just a site for 3rd party sellers. No quality control.

Service
Value
Shipping
Returns
Quality
Thumbnail of user rc621
1 review
0 helpful votes
February 24th, 2024

Whoever oversees the customer service division is useless. No policies or procedures in place to handle issues. Have to chase them up to be refunded for items that go out of stock days after my purchase.

Service
Value
Shipping
Returns
Quality
Thumbnail of user marvinh256
1 review
0 helpful votes
February 16th, 2024

We bought a floor lamp. Directions were worse than IKEA. Parts were missing and defective parts made the bulb assembly and shade a failure. Returned it via FedEx using their label. They won't reimburse me for shipping a crappy product back. COSTCO would never do this. Looks like bankruptcy is in their future. Wayfair, Hello and Goodbye!

Tip for consumers:
Totally dissatisfied with Wayfair and will never use them again. We spent $60.00 to return their crap to them and were never compensated. This falls under the heading of “ Education “.

Products used:
None. We returned the lamp “ parts”.

Service
Value
Shipping
Returns
Quality
Thumbnail of user latoyam39
1 review
33 helpful votes
June 28th, 2020

I ordered this beautiful white 55 inch TV stand. My handyman arrived on time so that part was great. However while putting the stand together he realized that there was a missing part (Letter O was missing). I called Wayfair and the representative agree they were sending me the part it has been three days now and I still have not received it. I just attempted to slide the TV stand over and the bottom part fell off which means he did not install it tight enough. NEVER AGAIN!

Thumbnail of user sc648
1 review
0 helpful votes
February 3rd, 2024

Terrible customer service Horrible experience twice missing parts offered me 15% for my trouble then when is asked for another supervisor was told slate wipes clean offered removed and only willing to send missing parts with the expectation I should pay again for assembly!

Tip for consumers:
Terrible customer service Horrible experience twice missing parts offered me 15% for my trouble then when is asked for another supervisor was told slate wipes clean offered removed and only willing to send missing parts with the expectation I should pay again for assembly!!!!!

Products used:
Shoe rack

Service
Value
Shipping
Returns
Quality
Thumbnail of user jinwenh
3 reviews
0 helpful votes
February 20th, 2024

I bought an extra wide chair but it was narrower than expected. The inner measurement is listed as 29 inches, and when I contacted customer service. They said, and I quote the 29 inch is "obviously referring to the entire width of the chair, not the seat. Who would have made that mistake." Excuse me? Then they charged $50 for restocking for the return. I never ever shopped at wayfair never again. Oh I buy stuff, $3000 every month from Amazon alone, and $40 grand or so luxury goods every 3-4 months. And never will wayfair takes my money

Products used:
Office chair

Thumbnail of user marcm434
1 review
20 helpful votes
December 10th, 2021
Verified purchase

Ordered a ceiling fan on a "Black Friday" deal and it was in stock. Next day it said preparing for shipping and then all of a sudden it was backordered until sometime in 2022. They offered a refund of the sale price and encouraged me to choose another fan at full price. That certainly sounds like BAIT AND SWITCH tactics since they have offered no other compensation even though they charged my credit card.

Tip for consumers:
If the prices seem to good from Wayfair, then they are. They will not deliver and try to get you to buy a more expensive item if you want it in a reasonable timeframe.

Products used:
I still haven't received the products.

Service
Shipping
Thumbnail of user bellb15
1 review
0 helpful votes
March 19th, 2024

Horrible. Want to return a product? Expect to pay more for shipping back than you paid for shipping to your home or they will put you through an entire return process only to tell you that they can't allow it because none of their products are return-able. Want to speak to customer service? Expect AI or a bot and no real person. Quality is always iffy and you can probably find the product they are selling on a different website for cheaper. Support someone on etsy and do not use this garbage website.

Products used:
Wallpaper and furniture

Service
Value
Shipping
Returns
Quality
Thumbnail of user stephannim
1 review
1 helpful vote
January 4th, 2024

I ordered two twin beds and I'm missing a set of rails and I have to literally jump through hoops wait for a resolution team manager to get a hold of me, may take six days and then I have to wait another six days for my shipment. It's absolutely ridiculous. I'm an interior designer and I spend almost $200,000 a year with them and I'm treated like I'm the issue. The resolution team is the only team that can handle my orders. They have done this because items have been broken and I've had to send them back, but when you buy that much product, obviously a lot is going to go back when it's not right so now I'm penalized. They used to treat me really well, but I'm not sure if they've changed hands or management or what but Wayfair really sucks right now.

Thumbnail of user corinnej18
1 review
23 helpful votes
January 13th, 2021
Verified purchase

I bought something from Wayfair based on a previous purchase of same thing, by clicking on my previous order. So I placed my order under the assumption that it would be the same product. Sadly it was not even close, and Wayfair will not honor a free return. Customer service rep was rude by repeating the same thing over and over again. They must be reading from scripts. I will never buy from them again.

Tip for consumers:
Customer service will not listen to you if you received in incorrect order. They will still charge you return shipping. Very poor customer service!

Service
Value
Shipping
Returns
Quality
Thumbnail of user sarahortegon10
1 review
0 helpful votes
March 7th, 2024

We ordered a murphy bed. We received extra pieces, I contacted Wayfair several times to notify them, to reach a solution. They told me 48 hours to process any request, it is now day three and I had to contact them again. They finally decided it would be best for me to ship the extra pieces back. I asked for some sort of discount for the amount of time and effort it has taken me to rectify their mistake, they let me know that they can only offer 10% on a future purchase. I will not be purchasing from Wayfair again.

Products used:
Murphy bed and a set of tables and chairs.

Service
Value
Shipping
Returns
Quality
Thumbnail of user cuomoluc
1 review
0 helpful votes
March 21st, 2024

I recently purchase a bed from Wayfair, but unfortunately I this was a terrible experience. The attached images clearly depict that the bed advertised by Wayfair differs from the one shipped to me. Following is why I am deeply disappointed regarding this purchase and the handling of the matter by Wayfair.
1. Despite already having paid for a handyman to remove my old bed and bring the box upstairs (as he was the person I hired to assemble the new one), I am now faced with additional expenses to hire him again to repack and bring the bed downstairs.
2. I am required to arrange my schedule to be present at home for the entire day for the pickup.
3. I am obligated to await the receipt of the bed by your company before a refund can be processed.
4. As a result, I am left without a bed and will have to resort to sleeping on the floor until I am able to purchase a replacement after the refund is processed.
Up to this point, Wayfair has taken no action to compensate for the inconvenience and distress caused, not even offering an apology.

Tip for consumers:
no

Products used:
none

Service
Value
Shipping
Returns
Quality
Thumbnail of user crisr27
2 reviews
5 helpful votes
December 5th, 2020

With this pandemic everyone is ordering on line.
Great to know you can count on a few companies that provides great items, easy exchange or returns. Wayfair works well with us consumers. I have ordered many items from Wayfair, some damaged but, they quickly are happy to exchange or give you a full refund. They schedule pickups with free return. Happy Consumer!

Products used:
TV Console, Entry Bench and a Dinning Room Bench Seat.

Service
Value
Shipping
Returns
Quality
Thumbnail of user jesslp44
1 review
0 helpful votes
March 18th, 2024

I ordered a toilet from Wayfair on March 5,2024. I was supposed to get it March 12,2024. It never came in. I checked the tracking and was unable to track it. It just said ordered and not delivered yet or not on its way. I called them. They promised that would get there no later than the 19th which is a Tuesday. Then Monday night they sent me a message that I will get it on Wednesday morning. I called them because my contractor is coming to install the toilet because I need it then and they said they have no available delivery times so sorry not sorry we can only deliver Wednesday. This delivery was eight days overdue no way to track it and told last minute that it wasn't gonna be delivered till Wednesday. I will never use Wayfair again. They are unreliable. The customer service sucks and offered no compensation.

Products used:
Toilet

Service
Value
Shipping
Thumbnail of user stacyr121
2 reviews
2 helpful votes
March 21st, 2021
Verified purchase

I had ordered two items from Wayfair, a decorative tray and a small cabinet. The tray arrived in one piece, but the cabinet was broken and appeared to have been dropped. I took pictures of the damage and sent them to Wayfair customer service. Within a short time, they called me to ask about the damage. I described the damage to the cabinet, and they offered a store credit. I used the store credit to purchase another cabinet (different style), which arrived double boxed and well-padded, without a single scratch. Their customer service was very helpful.

Tip for consumers:
Take pictures and upload or send them to customer service immediately if the item arrives in damaged condition.

Products used:
A decorative tray and a small cabinet.

Service
Value
Shipping
Returns
Quality
Thumbnail of user seand740
1 review
1 helpful vote
August 18th, 2023
Verified purchase

I recently became a customer of Wayfair even after hearing many negative remarks from others. I have ordered about 20 or so items ranging from $7.99 to $599 including corn hole boards, hot tub covers, shelving, area rugs, pillows etc. This seller has some of the poorest quality stuff I have encountered. The claims of their products performance is inaccurate and overrated. They refused to allow me to return items unless I paid shipping fees that in most cases were 50-70% of the purchase price of the items even if defective. I am so disappointed in The customer service, their policies, and the quality of the products. I can't stress enough to those that read this Buyer Beware! It may not happen on your first item but it will happen you will be disappointed and left holding an inferior product.

Tip for consumers:
Almost every item I ordered was not as described on their site. I sent them messages trying to get help and make them aware of the issues and they did nothing in return. They refused to take defective and poor quality items back. One damaged item was replaced with another one and that came damaged as well. I just gave up as the process was very difficult and timely and slow when it came to the returns which included pictures and reviews and manufacturers review and delays of over 6 weeks.

Products used:
Shelving, hot tub covers, pillows, area rugs, corn hole boards, corn home bags, storage etc

Service
Value
Shipping
Returns
Quality
Thumbnail of user jol195
1 review
25 helpful votes
June 16th, 2021

What Wayfair doesn't tell you is that they will charge you a return fee (shipping costs), even if the product has been misrepresented or is in poor shape upon arrival. They will assume no liability for faulty products, though they claim they do, so people will buy their products. They also leave the customer with no way to post a review after the return is initiated. Take caution. This is a company that clearly cares about its own bottom line and not at all about the customer.

Service
Value
Shipping
Returns
Quality
Thumbnail of user joshmnnt1
1 review
4 helpful votes
October 2nd, 2023

I ordered a ( gray) folding accordion door - received it but it was torn / old. Complained + was issued a replacement - that one came in broken! I'm sitting at 3 weeks and had to go back / forth w/ customer service and waiting in the interim... just order from Amazon that way u don't waste your time!

Tip for consumers:
Cheap quality products

Products used:
Accordion door

Service
Value
Shipping
Returns
Quality
Thumbnail of user jop322
1 review
0 helpful votes
February 2nd, 2024

1.I looked for a wall hanging and found a "birds on a branch". Small branch was about $25. Another picture showed that PLUS a larger branch for about $30 so that is what I ordered. I only got the larger branch. Photo clearly showed two pieces and delivery notification showed two pieces.

2. I ordered 8 lace valences. Six of them do not have the rod pocket. It is more work to exchange than to fix myself. Poor workmanship and quality control.

This was all one order and I am very disappointed.

Thumbnail of user gina.ciani
1 review
1 helpful vote
February 21st, 2024

I have given Wayfare two tries myself and consulted with other family members who have tried this site in additional three times. All five combined experiences have been awful. Every situation required us to contact customer service for various reasons and included rude and unprofessional responses. They list an expected delivery date which is actually the date they expect to begin filling the order from which delivery is may take 7 to 10 days to be shipped, and then whatever amount amount of time planned for the shipping. For example, an order placed with an estimated delivery date in two days will really be prepared in two days, shipped 7 to 10 days from then and assuming ground shipping be shipped to arrive 7 to 10 days from that. This means, a delivery date in two days is more like 16 to 20 days.

Tip for consumers:
I have not yet seen the most recent order shipped, but same experience as last time.

Products used:
Most recently bed and mattress, previously wall paper.

Service
Value
Shipping
Quality
Thumbnail of user nailaho
3 reviews
25 helpful votes
December 28th, 2021
Verified purchase

I ordered an outdoor rug from Wayfair. Upon receipt I was terribly disappointed. The rug was supposed to be used for my outdoor patio as shown in the picture. This rug was so small and looks bigger in the advertisement shown in first picture. It looks more like a small area rug. The advertisement picture is very misleading. I would send it back but it is such a hassle. This rug is worth no more than 10 dollars and is a waste of my money.

Tip for consumers:
Make sure that you look at the dimensions of product and reviews before purchasing.

Products used:
Outdoor Rugs

Value
Shipping
Returns
Quality
Thumbnail of user brandonl337
1 review
8 helpful votes
June 17th, 2021

If you order items that need to be delivered do it at your own risk. They companies they use do not know how to move heavy items. They will have the delivery reschedule 3 times claiming they will have more people help. They will damage your item and wreak your home. If you file a complaint the will just tell you after that the deliver person mentioned damages are not covered.

Tip for consumers:
Do not buy anything that requires in-home delivery. They will hire some cheap company that doesn't know how to deliver.

Service
Value
Shipping
Returns
Quality
Thumbnail of user gaveniab
1 review
1 helpful vote
April 22nd, 2022

I ordered this beautiful chandelier. And had it hung up today. It is true to color and style.
Highly recommend, especially for the price.

Tip for consumers:
Excellent prices.

Products used:
Ordered a chandelier

Service
Value
Shipping
Returns
Quality

Sitejabber for Business

Gain trust and grow your business with customer reviews.

From the business

Shop Wayfair for A Zillion Things Home across all styles and budgets. 5,000 brands of furniture, lighting, cookware, and more. Free Shipping on most items.

Company Representative

Thumbnail of user dylanm44
Dylan M.
Typically does not respond to reviews

How do I know I can trust these reviews about Wayfair?

  • Sitejabber’s sole mission is to increase online transparency for buyers and businesses
  • Sitejabber has helped over 200M buyers make better purchasing decisions online
  • Suspicious reviews are flagged by our algorithms, moderators, and community members
Have a question about Wayfair?