WayfairReviews 2,097

Ordered 3 rugs around 10/30/2022. 2 of 3 rugs arrived as promised. The third FedEx said was delivered to a Postal Plus store but was not. I have to be the one to call Wayfair. They said it's my responsibility to follow up with FedEx and have them launch an investigation. Why me? Can Wayfair help me with one of their subcontractors? Guess not. FedEx eventually called me and said they messed up; the order was lost. Now I have to be the one to call Wayfair again. Why didn't Wayfair's workflow direct one of their employees to follow up with FedEx and then offer me a refund or replacement? Instead, the Wayfair agent promises me a replacement. Guess what? Replacement never arrived. So once again the onus is on ME to call Wayfair, explain everything to a brand new agent from scratch, and seek a refund or replacement. They said, OF COURSE, that they had no record of a replacement being authorized for shipment. I demanded a refund and they said they'll send it to me--in three to five days. Never again will I deal with Wayfair. By the way, FedEx is pretty poor these days, too.

Wayfair policies addressing their internal problems is imposed on their customers where the customer cannot get any resolution. Could not get to a manager, one attempt was a hang up and another--she said--"an almost supervisor" would not let me talk to a manager.

Wayfair internal problems are: (1) A $.42 short-pay problem between Wayfair and their partner, Paypal, prevented an order from being shipped, (2) The customer was not advised of the delivery delay because of this problem. I happened to call them only because the item wasn't received on their estimated delivery date. (3) Couldn't charge the $.42 shortage because the amount is too little to charge (4) Customer would have to wait anywhere from 24 to 48 hours for the $.42 to be credited by their finance department-and was told only three of the items are left in inventory where they could be sold while waiting for the $.42 internal reduction (5) Couldn't talk to a manager to ask to override Wayfair's internal red tape that the customer is subjected before the shipment can go out. Now I ask, who would want to patronize a business who imposes their internal problems on the customer?

My main point: they charge for returns even when it's their fault and then they have the audacity to only offer store credit.

I always had a good experience with Wayfair so it hurts me to write this update. In fact, the last 3 weeks, I made 4 orders with them that totaled to over $500 in home decor because of the good experiences. But then I ran into one problem which was the least expensive order–a set of cups that arrived and looked nothing like the product images and pictures WayFair posted.

I tried to return the cups but WayFair wanted to charge $14.88 (from what I remember) to return $40 cups when this was their mistake for inaccurately depicting these cups. The cups also weighed so little in a small box, that I almost thought the shipping box was empty so there's no reason for the return to cost $14.88 regardless. I live chat them thinking it would take minutes for them to cover the return shipping costs for their mistake. Well, that didn't happen. I spent almost half hour on live chat with an agent where I attached 5+ images of the real cup and compared it with the cup on the box. They're not the same cup yet the agent insisted she doesn't see what I mean. She eventually agreed that the cups weren't the same but would only issue a store credit and told me to keep the cups but I don't want to. I just want to return the damn cups.

In addition to that, they suggested if I didn't want the cups, I could either throw them out (great for the environment eh?) or donate them, which means I have to take time out of my day to go to the nearest Salvation Army. At the end, I just gave the cups away as a housewarming gift.

Since they refused to issue a full refund, I asked if they could apply the store credit to an order I made a day before and they also said no. This was such a waste of time and a really bad experience with Wayfair. This was Wayfair's fault, not mine. Also, the product images probably didn't match because I notice Wayfair is now saturated with cheap junk and generic garbage like Amazon sells.

I placed an order. After accepting that order, they raised the price (2 days later). They then cancelled my order and wanted me to place it again for the higher price. Seriously? They did not have the sense to call me and explain why they took this action. I had to call them, talk to multiple representatives, before they disclosed that the price they sold the item to me was wrong and had been wrong on their website. I did a lot of research before I decided to buy this item from Wayfair. Now I need to start over. Big waste of my time energy.

I order a fairly large item that requires special delivery. Upon checkout, Wayfair gives you the option of deliver inside your home or left outside. I choose inside deliver and purchased installation services. They gave an arrival date of 11/11 and scheduled an installation date on 11/12 at 1pm. No communication from Wayfair that my oder is now delayed until 11/17. How rude! I took off because you can't make an "inside the home" delivery unless someone is home correct? Wayfair's response was that I should have checked their system for updates. Nor did they notify their installation partners to cancel or reschedule the date. This is extremely poor customer service in my opinion. I asked for some type of inconvenience compensation and they offered me a 10% coupon on my next purchase. Really? Why would I spend more money with a vendor that has clearly dropped the ball with this order. What a joke! The item is now being sold for $20 cheaper than my purchase price. I asked if they would be willing to apply the $20 difference back as a credit for the lack of communication and inconvenience that they caused and they refused so I canceled the order entirely. I really wanted the item but I refuse to do business with a company that treats its customers this way! I would NOT recommend using Wayfair. Their are other vendors out there that value their customers business! Wayfair is clearly a low regiment type of online vendor that tries to compete with major vendors. Hopefully this helps someone.

Disappointed-

Terrible company go buy from. We bought 2 sofas. It ships to us in 2 separate pieces. I called and they give me run around. I got tired and wanted to return to get a refund. Can't even do that until I have to talk to a manager. It was disappointing and a waste of time. If you want something fast and less stress order from somewhere else.

Very unhelpful customer support and service. Bought a product and they shipped the wrong thing. Couldn't even fulfill the actual order since the item didn't exist and their site was just buggy (wow right?!). In the end, I basically tied up my money and my time unpacking and repacking things. If anyone has ever tried to repack very large furniture you'll know what a pain it can be. All in the most frustrating part was how little they cared or did to help me on my end.

Wayfair has terrible service I wont buy ever again tell you lies over phone then take your money be fair and honest and you won't see your horrible ratings for Wayfair you'll be out of business like this

I ordered a gaming chair from Wayfair. Paid almost $300 for the chair and when the chair got to my place it was missing a piece plus the chair didn't look like the one they advertised online. I also paid for the assembly service as I am a petite woman and can't assemble a big chair. When they finished assembling the chair the back of the chair didn't align with the bottom plus it was missing on piece. I contacted Wayfair that told me they would refund me the money and if I didn't hear from them in two weeks that I could donate the chair. 3 weeks have passed and I was going to take the chair to Goodwill but I decided to contact them another time to make sure. At this point they told me that I would have to return the chair, disassemble the chair and take the heavy chair to the post office in one week or they would charge me again for the money they had returned without never contacting me about. The lady called Kimberly apparently a manager even hanged the phone on me. I never experienced worse customer service in my life. Now I will have to pay someone to disassemble this chair and take to the post office for me. Wayfair used to be a good website as I purchased some furniture there in the past and they had great customer service but I won't be purchasing nothing from this website ever again as they don't sell what they advertise and could care less about their customers. I wanted to return the chair if they could come and take the chair apart for me the same way they put it together but they don't care if you get stuck with a chair that is missing one piece plus doesnt look nothing like the chair they advertise on their website. I don't trust this company anymore and I will make sure I spread the word around among my friends and customers.

Wayfair is a great affordable place with alot of great stuff. I've been buying from them for about 2 years now and have got several things: toddler bed, 2 low profile beds, mattresses, 6x8 privacy fence, and a few more things. And yes a couple things have arrived broken but I don't think that's wayfair's fault I think it's FedEx's fault because if it's heavy they probably throw it around or drop it. That's NOT Wayfair's fault. And they are the only company that I have ever contacted to return something not only did they tell me to keep, donate, or dispose of the broken item they replaced it completely free.

I ordered this item and no where in the dimensions does it state that the maximum clearance over the plumbing that sends water to the toilet tank is 6". My plumbing is 10" from the floor and therefore the storage will not sit upon the floor. I went onto their website to ask for help. I asked them to send me 2 replacement legs and a new cross piece set at 10". They refused. To do so. Their only solution is for me to disassemble the product, go buy packaging to ship it back, and pay the shipping. They do not stand behind the stuff they sell. I went onto Amazon and bought a replacement that allowed for a 10" clearance. They should rename themselves,"Way-Unfair"

11/7/22: Wayfair with 3 failed delivery dates for a partial replacement order. The last having a supposed "NO FAIL DELIVERY". Very little communication requiring the customer to track and follow-up. Lip service excuses without any solid action. The Home Delivery Manager not being able to provide actionable relief —— Totally Unacceptable!

Update 11/8/22: Wayfair continues to provide only lip service. As a supposed valued client having spent $17k+ only to receive understanding and repeated apologies for "my frustration" having wasted days waiting for delivery after re-scheduling travel and appointments PLUS more hours on phone and social media to get satisfactory resolution which is not a FURTHER inconvenience to me... Without a doubt Wayfair service has drastically declined in last 4 month. FRidiculously Unacceptable!

I am so disappointed that Wayfair doesn't allow one to shop their merchandise without providing your personal email address. I have shopped and purchased previously. I am tired of giving my email for more junk email. I prefer to be treated as a returned valued customer. Happy to find other sources. There was a time Wayfair was the place. Choose customer service!

I became so I'll dizziness
Nausea after payin Handy
Extra $72 plus $110 for bathroom cabinet went near cabinet almost passed out over chemicals toxins and Wayfair expect me to disassemble myself go near didn't care worried more about profits zero for customers Beware of furniture Wayfair has if it smells unusual and can't be aired out disposal immediately

I recently Bought a sofa from them. It came defective. When I spoke to Wayfair they said the customer should deal with the supplier directly and resolve the issue. More then 5 days they didn't resolve the issue. I wanted to return the item but they are Saying we need to pay $36 for return.

Made a mistake of buying from Wayfair. If the product is good you are saved else you should waste your time like me writing email to them and calling them.the product in the picture looks good but when it arrives u will have a surprise…

Everything looks GREAT online. They present themselves as a trendy company with upscale items for reasonable prices. What you end up getting is a much cheaper and flimsier version than what you imagine after seeing the ads. I purchased a coffee table a few years ago and it was soon apparent that the tabletop part was cheap particleboard covered in something resembling wood. It chipped not long after I got it. My boyfriend has since made a new top for the table which is far superior. The legs look like wrought iron at first but they're obviously not. Some heavy books have already started disfiguring the small shelving area below the tabletop. What a shame. The only other thing I have since purchased is a beach scene picture for our bedroom wall. It was quite a large size but lightweight, which makes it perfect for hanging over the bed. The picture quality is not great. It's obviously not a painting but a copy of a copy of a painting... which is what I expected. But I still hoped for something a bit nicer looking. Returns are a pain in the behind so we're just living with it for now.

I have had good experiences in the past, but my last two orders this year have been terrible. I ordered a bed with frame. Received the mattress, but the bed never arrived and tracking showed no movement. It took me weeks to get my money refunded. This second time I order bedding & again no updates on shipping. I go to cancel & have to wait for approval. This company has been going downhill... they advertise cheaper prices, but shipping is not reliable & such a hassle to get your money refunded.

Ordered two appliances. One was delayed. They kept scheduling delivery but then cancelled on the delivery day. They still charged my card. When I complained, they removed the charge. They scheduled and cancelled several times but after 3 months finally delivered. I didn't notice but they never charged my card after delivery. When they tried to charge my card 3 months later the card had been replaced due to fraud. They never notified me of an issue but sent me a threatening email 6 months later. I called and provided the updated card info. They then sent me acknowledgement of the payment and that the matter was closed (thank you). 2 months later, I received notification from a collection agency saying the amount was still outstanding. Apparently, Wayfair had CREDITED my card account instead of charging, then undid the credit and sent the issue to a collection agency (dumb and dumber). I gave the collection agency the same credit card information and they cancelled the issue. However, my credit score was affected all due to Wayfair incompetence. This is the first time in 50 years I've been contacted by a collection agency. I'll never deal with Wayfair again.

I ordered a table and they sent me a bench and refused to refund me. Terrible company and customer service was not good at all

I had ordered 2 chairs from Wayfair to be delivered to my house. Their delivery driver decided to back into my driveway and apparently didn't know how to drive the delivery truck. Worse, he had 2 other workers sitting in the truck with him and none got out to direct. He hit a beautiful Japanese Cherry Blossom tree in my yard and took about 1/3 of it down. I called the police, and they came and made a report. In his confusion- the driver actually forgot that he had not yet delivered my chairs (he was going to leave), and then gave me the shipping paperwork to someone else's delivery.

I call Wayfair and they essentially tell me that it is a contractor who made the delivery, so it is not their problem I hired Wayfair, THEY hired the delivery company; HOW IS IT NOT THEIR PROBLEM? Wayfair says that I should deal with the delivery company directly and let Wayfair know if I am not satisfied with the resolution. The delivery company was initially cooperative- until they found out that I wanted more than an apology- now they don't answer my calls. I contacted Wayfair to tell them this and they say "That's strange. The Delivery company always answers our calls..."

I had a tree company come out to assess the damage. They had to put a cable across the 2 remaining limbs so that the entire tree does not come down this winter. It cost me $1800, and Wayfair wants to hear NOTHING ABOUT IT. I can't get my tree back. It took about 100 years to grow that tree, it was near the front of my property, and it was beautiful. The least they could do is pay the money to mitigate the damage that they caused. They don't even want to do that. Now I have to sue both of them.