SLIME, sending the wrong item, and putting you through hell to get a refund or replacement. THEY DO THIS REGULARLY.
Nnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn-ooooo!

We ordered this patio rattan 3 piece sofa like Sectional that seats 9 ppl with Cushions SKU: W******* on April 8,2024 we made the online purchase with our credit card of $938.88 we pd Wayfair additional money of $ 109.99 to have their installer put this patio set together for us, as we are disabled, well he showed up late with no excuses, it was near dark 7pm, he was over a hour late and stayed till after midnight, as it took him over 4 hours to put this set together, instruction book said it takes 2 people to assemble the patio set and he couldn't tell if anything was missing as it was too dark on our patio to see, so the next morning April 15 we noticed there was a 41 inch long seat cushion missing as well as 4 clips to join this 3 piece sofa sectional together, so I called Wayfair the following morning on April 15th at 9am and they said OK we will order the missing parts and it will be here before April 20th, April 20th came and went no seat cushion or clips or tracking number, so my husband then called, they were not aware of us missing anything or the fact I called them on April 15th, so this person at Wayfair told my husband they will now order the missing parts and it will be here before April 30th, and here is the tracking #.
Wouldn't you know it, it was a bunch of numbers they made up, they did not match any shipping carrier nothing arrived, called them again and I was very pissed at this point, this was a $900+ patio set not some cheap $20 set and you NO you cannot sit on the frame, you need the seat cushion, so May 1st I called them back no record of us missing anything, here we go again! So the gentleman I spoke to ordered the seat cushion and missing clips supposedly and it would be here on or before May 8th in time for Mother's Day a more or less rush delivery on their dime, it never arrived so we called them back May 11 and as a courtesy they offered to take $183.90 off our purchase price and refund our credit card this amount and they will now order the needed seat cushion and clips and it will be here before May 17th. It never showed up, called again more run around.
So here it is now June 6,2024 no cushion or clips so we called our credit card company and they decided partially in our favor, mind you we already pd this set off $900.00+ to our credit card, BUT they gave Wayfair back the courtesy fee back they gave us, in total they gave Wayfair $383.00 back and this really pissed me off, so now we still owe over $383.00 to Wayfair this is NOT right! There was a zero balance on our credit card after we pd this off in full, if we don't pay it, it damages our good credit so we are screwed over by Wayfair, they got their money and they sent us a incomplete patio set and we still DO NOT have the long seat cushion or clips, then we were told by a Wayfair supposed Representative to use other chairs to sit our guests on, as a ha ha joke not funny! How about we sit our guests on the patio floor Wayfair? Or a how about this...send us a complete patio set to begin with? Or here's a thought Wayfair... open another patio set box in your warehouse and send us the missing 41 inch length seat cushion and missing clips?
And for us to replace this cushion elsewhere is around $300 - $400 for the size we need and thickness and also trying to match the blue color so it all matches, is impossible.
This is like buying a couch and receiving no cushions to sit on or buying a complete bed set and receiving just the box spring but no mattress.
Do NOT buy anything from Wayfair go elsewhere run, this a scam, they lie to you and take your money.
Oh the supposed Wayfair reps must work from home, as we both have heard in the background while talking with the supposed Wayfair reps either cars zooming by or kids yelling, or dogs barking, very unprofessional! And they do not care if your missing pieces like something as important as a seat cushion and clips,they will tell you lies and tell you what you want to hear,Wayfair is a big scam and should be shut down!

My issues with Wayfair started on November 18,2023. For me and my wife, I ordered a bookcase storage bed (Invoice # *******292). The product was advertised to include "White Glove Delivery." That kind of delivery read to be not only delivery, but also full assembly. The product was shipped November 22,2023. In the middle of the week (the following week) on November 30,2023, I had received an automated text that an earlier morning scheduled time was updated to 2pm to 6pm, contradictory to the agreed on time I had with a representative, Jessie.
I called Wayfair and first briefly spoke to a representative, Haylie (unknown spelling), however the call ended/disconnected on her end. This was very displeasing. I called back a 2nd time. I spoke to Tammy (unknown spelling). She claimed to be a "manager." She advised me that they could not change the delivery timeframe, and that Jessie had misinformed me and not properly advised that it was a 7am to 7pm delivery window. FURTHER, she then told me that my delivery did NOT include assembly. I advised her of the "white glove delivery" that the product was advertised with. She told me they would not be providing the originally advertised included assembly. Instead, she offered $245 back and off my order. I asked for her manager.
Tammy connected me in to her manager, Sean. Sean was completely useless and represented Wayfair just as poorly. He was unable to do more than the $245 refunded to me. I took that refund and was forced to be prepared to assemble the entire bed frame. Tammy and Sean were the first 2 representatives who were awful and gave a poor image for Wayfair.
On December 2,2023, the delivery guys arrived. They were prepared to assemble as well, but were unaware of the information I had that they were not assembling but only delivering to the room(s) of my choice. They called their supervisor who confirmed such. Subsequently after they brought in the boxes, I was forced to assemble (which I am fully capable of, but was already on a long 7 day work stretch).
It should be noted that the headboard comes mostly assembled with the 2 top middle drawers already installed. After I completed perfect assembly, it was discovered upon having to carefully open the top middle headboard drawer, that the drawer was damaged. It was apparent that it was originally installed with the wood stain still wet and it subsequently stuck to the upper board.
This situation forced me to call Wayfair and I spoke with a representative, Morgan, who then transferred me to another department. I then spoke with Vivian (in the parcel department). She was very understanding and the proper image for Wayfair. After I explained the damaged drawer situation, I was emailed a link to electronically submit my photos of the drawer (which I did). She then first offered me $409.27 as a refund OR that Wayfair replace that top middle drawer. Cosmetically, an undamaged drawer was the preferred route, so I accepted that instead of that monetary refund. They were then to be ordering a replacement drawer and I subsequently received an email.
On December 7,2023, I received a call from Emily (the next pleasant representative). She advised me that the parts department was not responding to them. She first offered me a no-strings-attached refund. I told her as much as a full refund would be nice, I would much rather have an undamaged drawer to replace the current one that had come damaged. She offered to send ANOTHER whole entire bed frame (of the same that I previously ordered) no cost to me. I told her I would not need the entire bed frame. Through our conversation, it was agreed that when that new bed frame were to be delivered, that I open Box 1 on the delivery truck (which contains the already assembled headboard and drawers) and I simply remove 1 undamaged drawer to replace the one I have dealt with. Then, the delivery guys simply keep everything else on the truck and take all that back to Wayfair. That whole new unit was supposed to have shipped on December 18,2023.
On December 28,2023, I had an online chat through the Wayfair website with Jeremy. I presumed that with the Christmas holidays, there could be a delay, but it was now 10 days beyond the original told ship date. Jeremy checked and advised there was a delay on getting the bed frame because they were out of stock, at the time. The shipment was pending. He told me as soon as it ships, I will receive an email.
Guess what?! NOTHING! I was and have been giving Wayfair more than ample time to resolve this fiasco of theirs.
On January 24,2024, I called and spoke to a Marianne. She said she was setting it up for a "Case Manager" to call me. I told her if I was at work and could not answer the phone, they would need to then email me. That was all the agreed upon communication over the matter. Nobody could get me in touch with Emily, when I requested such. HOWEVER, I never received a call or email from any Case Manager.
On February 5,2024, I called Wayfair again. I requested to be transferred to a supervisor. I spoke with a Beth. I explained my reason for calling and that now I want the full refund that Emily had originally offered me. At this point, I am done with waiting for the replacement drawer or entire frame just to obtain a drawer, and will take the refund offered to me. Beth started off by telling me that they typically ask for the product back if they were giving a refund. I advised her that was NOT happening after all the crap that Wayfair has put me through in the last 2 to 3 months. Beth said she could not do anything unless the product is returned, donated, etc to an offline team. (Her words.) I demanded for this issue to be escalated above her head.
I then spoke with a manager, Shevonese, who claimed to be the "highest form of escalation." I told her at this point, I need to speak with an executive or someone in the corporate office. She advised she could not do that, but only put in a request to the Executive Team to contact me. She could not guarantee anything. She said I would receive an email.
I received an email, within a couple days, for a supposed return of my already assembled bed frame that my wife and I have been comfortably using for the prior couple months, BUT not using that damaged drawer. I'm still waiting on the Wayfair Executive Team to respond to me. I leave that email alone, as there is no way the product is going back. I am giving Wayfair more than ample time to properly resolve the whole fiasco.
On February 27,2024, I received a call from a representative (Jamil). This was a very unpleasant call for both of us as he ignited the flame that has been flickering. This is now a wildfire! He was calling to set up return of my current bed frame. It did not matter how many times I told him that was NOT happening. We both cut each other off on the phone several times. I told him that unless he can refund me at least $500 for all the problems I have had on this, then we have nothing more to discuss and I will be reporting the Wayfair company. He would not do anything better, and I told him we have nothing further to discuss.
After searching online for any corporate number, I ended up calling the generic business number (#*******100) that my phone's caller ID read when Jamil called. The first woman I spoke to (I was unable to get her name) attempted to search and give me an (800) number for corporate, but she was abruptly cut off and disconnected on her end. That's suspicious! I called again and spoke with a Christine. She did what she could, and was very understanding. She was pleasant, similarly to Vivian and Emily. She provided a corporate office number of *******711 for me to try calling. The area code is out of Utah, I noted, and not in Boston. After I called that number, I could not get through. It appears to be a number more for current Wayfair employees or people that have applied to work for Wayfair. Christine still had attempted to help get me in contact with the corporate office.
Wayfair has failed miserably in properly resolving the situation. Wayfair falsely advertised their product with "white glove delivery," to include assembly. Wayfair did not provide a replacement undamaged drawer, nor honor the initial monetary discount, or a refund for the damaged product. It is unfortunate I have to report this problem, since Wayfair did okay with a few prior orders of mine. Wayfair is NOT likely to receive any further orders from me in the future. This has been written as a warning to other consumers. BUYERS BEWARE!

The table is ok, Wayfair customer service is abysmal. They delivered the wrong item initially and then it took them 3 additional weeks to get the correct item delivered. They initially said they were going to provide a partial refund for the inconvenience and then ghosted me. We ordered the table so it would be to us in time to eat on it when family came to visit. Instead, we had to eat out or eat outside on our patio. Additionally, their return policy is vague, outdated and expensive. Do yourself a favor and Google "Wayfair" reviews and look at the 5000+ 1 star reviews on multiple websites. Do not order from here. You are likely to regret it.

https://www.google.com/search?q=wayfair+reviews&oq=wayfair+r&gs_lcrp=EgZjaHJvbWUqDggAEEUYJxg7GIAEGIoFMg4IABBFGCcYOxiABBiKBTIGCAEQRRg5MgwIAhAjGCcYgAQYigUyCggDEAAYsQMYgAQyCggEEAAYsQMYgAQyCggFEAAYsQMYgAQyBggGEEUYPDIGCAcQRRg8qAIAsAIA&sourceid=chrome&ie=UTF-8

I ordered a bed frame from Wayfair on Dec. 7th 2023. I was excited to see that it was exactly what I was looking for and could be delivered in ONE WEEK!. I purchased it and the nightmare began. Every week a new delivery date appeared- until the last delivery date of Dec. 27th passed and NO new dates were posted. Their Customer Service was no help at all. I imagine they have a repertoire of responses that are meaningless- "I'm contacting management right now and they will call you back tomorrow" (that was weeks ago with NO one calling). Since I disposed of my old bed frame in anticipation of the delivery, and was now sleeping on the floor, I decided to contact the manufacturer, asking if the frame was discontinued or not available. The rep said they had them in stock and would try to facilitate its pickup from Wayfair. Today, Jan 2,2024. I called Wayfair for the last time. I was shocked to hear that Wayfair had cancelled my order TODAY without my knowledge. They said they sent me an email stating that. They had not sent me an email. I got it tonight, after I CALLED THEM. The manufacturer was also surprised, apologizing for Wayfair not picking up the order to ship, as it was sitting in their warehouse waiting for them. Today, I purchased the same bed frame from another vendor. This is not the first time Wayfair has pulled this. It has happened numerous times to my family members. WE WILL NEVER ORDER FROM WAYFAIR AGAIN. NONE OF US! These are the emails I got tonight from Wayfair and the Bed Frame Manufacturer:Shipment Outreach Support
www.wayfair.com
From:*******@wayfair.com

Tue, Jan 2 at 3:50 PM

Hello C...,

Thank you for your patience while we investigated your order of Dec.7th, 2023.

We regret to inform you that we will be unable to fulfill your order. Please check your email for confirmation. If the payment has already been processed, usually you can expect a refund within 3-5 business days.

And then from the Manufacturer...
From:
A……@sleepnestbeds.com
Tue, Jan 2 at 2:54 PM

Hi C...

Sorry for the late reply. We've had this ready for pickup since 12-27 but Wayfair has not sent their truck for pickup yet. We're told they are coming today to pickup orders.

I do see this one was cancelled however. I apologize for the delay with this order - it should not have taken this long.

BUYER BEWARE- DO NOT DEAL with WAYFAIR!

After talking to customer service BEFORE MY ITEM EVEN SHIPPED, I was ensured my item would be at my house on time and it would be the item I ordered. That the manufacturers were just ensuring everything I needed was correct before shipping it. Of course, my item is on back order the day it was supposed to ship (almost 3 weeks after the order is placed). I then reach out to customer service AGAIN because it was getting close to Christmas and the $167 I spent was for my sons BIG Christmas gift was already out of my account. They assured me that even though it was on back order, they just wanted to ensure my item was sent correctly and there was nothing else they could really do for me. A day or so passes, it finally ships and I get in the mail a couple days later.
To my surprise, my order was not even close to what is was supposed to be. They sent me these $50 brown ugly fan blades when I order an entire ceiling fan kit with navy blue dinosaur blades. I reach out the consumer service once again who, long story short, tells me there's nothing they can do but reach out to the manufacture on my behalf and wait two days. If no one contacts me by then, then I have to contact their customer service AGAIN. WHICH OF COURSE THEY DON'T. So I reach out again. Now I'm told I have to send back their item to get my refund. I emailed back about how ridiculous all of this is that I just wanted my money back. Meanwhile, I had no issue sending back their items, I just didn't have a way to print off the label until I got back to work after the new year.
I received an email stating they went a head and provided a full refund that it should be expected in 3-5 business days. I am AGAIN more than disappointed to find that I still do not have my refund in my account. I emailed and attempted to contact their customer service online. I still have no email back from them and their person online just kept repeating that I needed to send back the item that was sent, completely ignoring the question of when I could see my refund in my account since I have the email. So, I call their customer service AGAIN\ as there is NO reassurance if I send the item back, they will send me my money back at this point. To no surprise at all, Wayfair were no help. Not even their service supervisor Zachary was of any help. They just keep telling me the same thing. I need to return the item and then refused to send me to anyone above him. He states that he can see why the email was confusing but as I told him MULTIPLE TIMES, the email is straight forward. When reading the email, it clearly states "a refund was already provided". He stated he has a manager but "he couldn't send me to him he doesn't deal with the public and did not want to escalate the situation any further that it already was".
The entire situation was absolutely ridiculous. Most places actually care about their business and don't have their customers attempting to fix a mistake the company made, let alone multiple mistakes made by the company. I have never had a site care so little about their customers. This is the second time in 2023 I've had issues with Wayfair. Seriously, do not waste your time. Spend the extra little bit and go to Amazon/Walmart where if their company messes up, you'll get a refund and an apology for the inconvenience caused.
And so their customer service can't come back on here and say I was rude or nasty. Every time I talked to them I attempted to stay calm and cordial. However, after dealing with this for over a month, given the run around, talking to their customer service about 5 times and being told multiple things from multiple people, anyone would lose their cool. It is as simple as, Wayfair DOES NOT CARE ABOUT THEIR CUSTOMERS!v

Shipped the wrong size dog bed TWICE, horrible customer service! Don't shop at WAYUNFAIR! It's a joke!

My partner and I have spent thousands of dollars on the Wayfair website over the years. But it seems that in the last year or so, their whole acquisition, inspection, and customer service operation has fallen completely apart. We have been dealing with them for more than a month after they sent us a loveseat that came missing its whole right side, and then sent us a replacement for that loveseat that was ALSO missing its whole right side. We were left with two big boxes of useless furniture parts, and still no useable loveseat. Since then, we've spoken and emailed with their customer service supervisors and "resolution support" department more than a dozen times, and it's like the gang that couldn't shoot straight. After failing to get back to us numerous times, they finally sent a carrier to pick up the two unusable loveseats, and issued us a refund for our purchase, which took more than two weeks to post.

But we still needed a loveseat, so today, I called Wayfair and spoke with a customer service representative about ordering a replacement. At one point in all our back and forth with Wayfair, one of their representatives offered us a 30% discount on the price of any loveseat we chose as a replacement for the two unusable loveseats they had sent us. But today, when I called Wayfair to order a replacement, their phone representative, after checking with her supervisor, informed me that the 30% discount offer did not apply to this replacement order. Instead, according to this supervisor, the 30% discount was offered to us if we KEPT the two unusable loveseats that Wayfair had sent us. That is, according to this supervisor, if we paid for and kept two worthless boxes of furniture parts, Wayfair would give us a 30% discount on our NEXT order. This would be insulting if it weren't so stupid. But the supervisor did agree to offer us 10% discount on the replacement loveseat we wanted.

What this says to us is that in return for the many hours of our time that we have wasted over the last month unpacking and repacking the two unusable loveseats, storing them in our home, arranging with the carrier for their pickup, speaking multiple times with Wayfair representatives on the phone, and writing and replying to multiple emails in an effort to resolve this fairly––after all of this, Wayfair is prepared to offer us a whopping 10% discount for our time and trouble.

Seriously.

I ordered a rug a rug and warranty back in Dec 2022 knowing it was on backorder, but I was willing to wait. Next thing I know I am getting a invoice for the warranty for the rug I don't have. At the time when I purchased the warranty, I thought common sense would say, we haven't shipped the rug put the warranty on hold until the rug ships. Come to find out common sense is not something that Wayfair employee have and apparently not something required to work at Wayfair. I immediately called and cancelled the warranty. Now I think this is resolved. NO- received another invoice the next month with interest and late fees attached. Unbelievable This time I called and disputed the charges. This took several months to resolved but finally that charge and all related fees were removed. Keep in mind that this entire time the charge for the rug was never on the invoice. Now I'm thinking everything is straight-Boy was I wrong, now this month I get an invoice for the rug-which I still don't have. I call the credit card company and speak to Abby who get a Wayfair person on the phone. My plan was to pay the entire mount once I got the rug. So now I have no rug and I can either make monthly payment which will involve interest or pay in full for a rug they don't know when they will ship it. Neither were willing to remove the charge until the rug shipped. I don't know of anyone that would pay for an item that is on backorder and no one knows when it will ship. So, this Wayfair employee says the only thing you can do is cancel the order. I cancelled the order and close the Wayfair credit account. I only opened it because they gave you an additional discount and since the rug was hundreds of dollars, I wanted every discount I could get. What a mistake! So, Wayfair, you don't have just what I need unless I am looking for incompetence. I told both these individuals that I would be posting my experience with Wayfair and their credit card company, and neither could have cared less. I wonder if Kelly Clarkson know who she is really representing. Maybe I'll copy and paste this to her. Why after all these months of not charging me for this rug ALL OF A SUDDEN, they charge me and still no rug is the mystery question, but again NO COMMONSENSE AT WAYFAIR OR THEIR CREDIT CARD COMPANY! Like Forrest Gump says "You can't fix stupid" so I chose not to continue after 5 months of dealing with stupid.

I can't believe anyone shops Wayfair at all.

I can get the exact same cheap China made items on Amazon (and at Dollar General for home decor) for FAR LESS MONEY. For quality, I'd shop Walmart versus Wayfair. I'm not even a Walmart shopper and I've seen far better quality there so far as furniture.

Upon careful research: Wayfair is basically the EXACT SAME knock-off import peddlers from China you're disgusted over dealing with from Amazon, only the prices on Wayfair are inflated considerably.

I'd ordered a standing, mirrored jewelry armoire just before the pandemic and was only able to open the box recently due to the above. Unfortunately, it's too late to return and based on the 3rd party seller return process, it would cost more to exchange than to just sit it out on the curb in the rain hoping I won't be charged extra by my trash service to haul it away.

I'd spent twice as long researching for perfection based on (clearly fake) reviews and also spent three times as much money compared to most jewelry armoires on the site as I'd had very unique specifications and needs…

I'd selected a wood that was close to the Tiger Maple antiques we have in the house, it needed to have a full length mirror and the carvings needed to mesh with the pieces we already own.

Now that I've opened the box, I'm disgusted. Words can't describe it. It's nothing like the photos.

The "wood" as shown on the site description is actually a plain, dark matte brown painted pressboard and plastic, it doesn't even have a wood grain. At least big box furniture stores paint on a fake veneer wood look, this is just plain brown (and horribly scuffed) paint.

THE FULL LENGTH MIRROR IS BROKEN DUE TO POOR PACKAGING. It likely broke due to the fact they omitted any protective foam over the mirror; rather, they merely wrapped it in cellophane. Foam only existed surrounding the edges of the piece during shipping.

The assembly "instructions" are awful and don't even attempt to bridge the language barrier. Once I got it put together, it looked like someone's curb trash.

The interior isn't as shown, but that's not all. It stinks. As in, it actually smells horrible. The interior is ironically made of real wood but is like weak balsa wood like a toy. I'd be fine with light weight wood but this may scratch jewelry because it's in need of a good sanding in my opinion. And, there's no protective velvet backing on any of the interior. It's just poorly constructed, scratchy, splintery wood.

I can't believe I spent twice the price on this poorly constructed piece of garbage. I could've spent a quarter of this price and gotten nearly the identical item on HSN made from actual wood with a safe, satisfactory interior and a mirror that isn't broken.

Based on even closer examination, the products sold on Wayfair are ALMOST EXCLUSIVELY cheap crap imported from China, housed in warehouses here in the States so they can pretend they're in the USA. Even their "imports" from other places originate from China. But that's not where the lies end…

When I was trying to log into my account to view my purchase to compare the trash I received to the displayed photo, I couldn't remember which email address I'd used so I tried all 4 of my emails. The "to secure your account" messages I received made it sound like I had an account under each email address which was untrue, but their system established a new account with each login attempt! I did not have more than ONE account before now. I don't know if they're trying to make it seem as though they have more accounts signed up than they really do for the purpose of impressing investors or what, but it's just plain wrong to create new accounts each time someone attempts to login.

Would I shop at Wayfair again? No. Do I recommend them? Absolutely not. I wouldn't trust their products and I definitely wouldn't trust them with my personal information.