WayfairReviews 2,097

In general, I have found Wayfair to be a good, customer-focused, online shopping venue, but I recently had a very disturbing experience. I ordered 2 outdoor corner tables (Char-Broil) to help complete an outdoor BBQ area that we are building. The Wayfair advertisement for this item clearly states "NO ASSEMBLY REQUIRED," which means that the tables will arrive at my house 'assembled'. To my complete surprise and dismay, the tables were NOT assembled, but to the contrary, the box contained 17 individual parts, multiple pieces of hardware, and only diagrams to explain how to assemble the table. Because of the fairly large and cumbersome size, and the weight of the granite top, assembling the table will take at least 2 people. When I received the box containing these pieces, I immediately called Wayfair to express my dissatisfaction and to request that Wayfair arrange (at their expense) for the table to be professionally assembled... as they advertise on their website. The Customer Service Rep assured me that Wayfair would pay for the assembly of the tables once they confirm from the manufacturer that the tables should have been assembled. I recontacted Wayfair a few days later and was told by a different Rep that my ONLY option would be to return the tables to Wayfair for a refund. I explained that I actually want to keep the tables because they will help complete the outdoor BBQ area that we are constructing. (The tables are part of a Char-Broil modular system. We previously purchased several other parts of this Char-Broil system from Wayfair.) I am very frustrated with the fact that Wayfair will (1) not honor what they have advertised (a fully assembled table), and (2) renege on what their Rep agreed to do (pay for the assembly).

Sent me defective merchandise and made me pay return freight. I think becuse I returned a damaged item last month and this is their way of saying we don't want customers who return things, even though they claim to have free returns

It will cost more than home depot
It will arrive after promised delivery date
It will arrive broken (poor shipping handling)
They won't compensate for time and energy wasted

I ordered a dining set on 7/17/22. I had no problem that delivery could be 4-5 months from date of order. My problem was Wayfair CHARGED MY CREDIT CARD FOR THE FULL AMOUNT OF THE ORDER ON 7/31/22! I spent at least 5 or more hours on the phone with 5 to 7 various Wayfair customer service representatives explaining that I had no issue with the delivery date. My issue was with charging my credit card. I received conflicting information from the various reps that the dining set was in stock, that it would be delivered in October, that I would get an email from the manufacturer (never received one), and that they did not know when it would be delivered. I was told that it is Wayfair's policy to charge the credit card account 7 days after order or upon shipment of order. This would mean that if something was damaged, I would have no recourse to correct the issue because it would be more than 30 days since my credit card was charged. I finally contacted my credit card company regarding this issue. Wayfair's response was just to cancel the order! No other contact, just cancel the order. Wayfair deserves no stars.

I purchased two furniture items that had to be assembled from Wayfair. One arrived over a week late and did not have any parts. I had to wait several days for these to come. Once assembled, I saw that some parts were made out of cardboard, or door knobs were not aligned, or the doors would not shut. I paid to have these assembled. Also, the cardboard piece was damaged. I found out that to return the products, I would have to un- assemble and pay the return freight. Every time I called Wayfair, they were no help. They told me to contact the manufacturer or Fed X - once I paid my money I was ignored. To make matters worse, I found the same products on Amazon. Had I purchased from them, I would have saved over $200. Wayfair has a policy of not meeting prices. I will never purchase from them again.

Ordered large bookshelf and paid extra 100$ for assembly-it arrived today with no assembly person and I can't even get it up the stairs, and an assembly scheduled for 6 days later. Rejected delivery and If they can't provide the proper service to go with the items they are selling - won't order from them anymore.

I just clicked on to the circle at the end of reviews and it states that customer received an incentive or deal for their review, which shows to me that the positive reviews are lies to recieve the incentive. Explains why so many positive reviews than 1 or 2 bad ones. The bad ones over a product are more accurate from people that want to speak the truth and doesn't care about the incentive given. I think I need to stay away from wayfair.

If you are in a time frame or need anything for construction or remodeling, DO NOT order from these people. They are unreliable and their delivery is outrageous. That is if it ever happens!
I ordered tiles on August 3rd... It's august 29th and they keep telling me stories about where the tiles are. When I ordered, they said it would take between 7 to 10 days for delivery. That's the ONLY reason as to why I placed that order! They didn't update the tracking number since August 8th.
I had to stop construction, in the middle of a renovation of my kitchen. Now I need to find another place to buy the tiles with all the inconveniences of being without a functional kitchen at this point.

This is a horrible company do not do business with them. They will lie about deliveries product and assembly. I had my item returned and will never deal with them again.

We just moved into a new house and were so excited to purchase some new furniture. We bought an outdoor wicker patio set which is beautiful but took us over 6 hours to assemble. It came in 3 boxes which all arrived on the same day but the boxes had holes and one box had cement or something similar to that all over the side of the box. Fortunately, nothing inside any of the boxes was damaged. We also bought two sets of bar stools. The bar stools were shipped separately "to prevent damage" according to my account. I'm not sure how sending two identical boxes as separate shipments prevents damage. The first package came but the box had a huge hole in it. The second box was supposedly delivered today but it was delivered to somebody in Maryland rather than our address in Georgia. I called Wayfair and was told that if I still didn't have it by September 1 (almost a week from now), that Wayfair would then reship the order. I was specifically told that they have to allow FedEx to find and recover the box before they can send me another one. So they put FedEx as a priority over me, the paying customer. The representative just said that is their policy when I told her that. Company policy is for them to allow FedEx to remedy the situation first.

I ordered a few products and yes it wasn't perfect, but within a week I had the replacement parts I needed. On top of that, I had an issue with a set I bought, I usually hate dealing with customer service, as they normally don't do much!. I spoke with a woman named Misha and she was so helpful and sweet. She got it resolved within a few minutes, not just appeasing me but going above and beyond to make a customer happy. If all customer service reps were like her business would be better. Thank you Misha

Ordered a brown patio set, it came in black. When I contacted them and requested a return and refund, they wanted me to drop off at the shipping co. And pay for the freight. I said "hell no, It's too big to fit in my car, it's your mistake, you arrange for pick up and pay for it". They then insisted I call their supplier who shipped it. I said "hell no, I bought from you, not them. Your supplier, you sort it out. After 3 days of e mails their supplier called and left a voice mail. I called back, waited on hold for 11 mins, finally talked to someone who was useless. He said "a specialist" will call me back. That was 5 days ago. They now don't reply to my e mails, I still have the furniture and no refund. I've bought multiple items from them in the past but never again!

I will NEVER order anything from Wayfair again! While the quality of the furniture is questionable and I would say is a "hit or miss", the service is beyond disappointing! Wayfair Customer Service WOULD NOT OR COULD NOT DO ANYTING TO CORRECT THE SITUATION! I order my son's college apartment furniture from them. To be fair most items arrived when expected, but the one large Freight truck item was rescheduled FOUR times! While we waited for the bed to be delivered FOUR times it arrived 2 hours early the first time - and we were down the street at the grocery store. They did not call or text, they did not LEAVE the item, they took it away on their truck to be reschedule ONE WEEK out! That one week date came and my son waited 12 hours for the delivery when they finally had to stop delivering at 8:00 PM due to Truck Union rules they could not work more than 8 hours. Then it was rescheduled to be delivered 4 days later, but the next morning it was rescheduled again for a WEEK later!

The worst part is that NO PERSON at Wayfair could or would do ANYTHING to correct the situation!

I canceled the order and had to start over shopping for a bed!

I am not sure if wayfair business model will allow them to stay in business for long time. I ordered a washer and dryer because the estimated delivery date was one week sooner than other big hardware stores. After couple days of delay, I reached out to wayfair to check the status of my order. After more than three weeks, I was told that the order was lost in transit and they will not be able to deliver. What a joke. They don't care about their customers and they don't understand the consequence of their actions. Now, I have to wait for another 3-5 days to get my money back. Please do yourself a favor and avoid headache.

I made a purchase in April 2022 using a Wayfair gift card and my mastercard for almost $300. I returned 1 pillow and they put my return on a gift card that I had thown away. It has taken 5 phone calls - every single month and I was finally told that they can only refund my reutnr for as much as I put on my personal card. Their stuff is CHEAP - you are lucky if you get every piece you need to put something together and trust me you have to fight for your cash back. I am done with Wayfair and any other company they are part of. Go someplace else and pay a few dollars extra - it will save you a ton of time!

Horrible. DO NOT BUY ANYTHING FROM WAYFAIR. I been trying to return a damaged bedroom, Wayfair wont call me and I been going back & forth thru email, and no one would help me. They keep saying that they cant reach me on my phone which is not true, I even gave them my work number and still they wont call me. I'm so tired of their customer service and it doesn't seem like I'm getting anywhere. I have all the emails with Sonya the excutiveresolution.

My pet bed arrived unassemblable.
The replacement had yet another issue. Wayfair forced me to wait 2 months for a replacement side bar part that never arrived.
Wayfair sells pure trash and is awful with followups.

My son had delivery of a chair on 13th August priced at 365.99 pound and it arrived without fitting kit for the legs. He emailed company on same day to inform them of this but no reply to this and had to phone them.
Now delivery date given as 26th August. He ordered this chair especially for me, his mum, as I was arriving for a holiday from Malaga on 16th August. Now back in Spain without having sat on my chair. Bad service.
Kathleen Ewing

Ordered some furniture from Wayfair and three times they failed to deliver. They once said it was actually delivered and provided some bogus delivery receipt and we waited each time to no avail. You don't provide a bogus delivery receipt unless someone signed for the delivery! Finally, we gave up and asked for a refund and they give us a credit. Um No thanks, we wanted a credit card refund. Each time they slowed rolled us until finally after five months we got our refund. Never again will we buy from this unscrupulous company Wayfair.