Wayfair has a rating of 1.4 stars from 2,073 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 762nd among Furniture sites.
This company does not typically respond to reviews
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.
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.
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
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.
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.
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.
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”.
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!
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
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.
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
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.
Edit: I felt the need to warn people about having large pieces of furniture delivered. If you do, be aware that they will not take items up stairs. It is not like other furniture delivery. They simply get them to the site. The way I understood the fine print was that they would get it to my door, but they did not. I wasn't too happy, but a neighbor helped me when he saw me dragging a 250 lbs couch up my stairs.
That said, the couch is great. Just make sure you have help and a place to throw away the biggest friggin box you'll ever see.
I thought I should put up a review because there seems to be a bit of selection bias in which only angry customers are reviewing. I have never had an issue with Wayfair. They are the only company I will consider purchasing furniture from without seeing the product in person. The customer service is probably the best I've experienced from any online company, but maybe they are having growing pains because I haven't called in a while.
A few examples:
1. I purchased a record player/storage stand from them. Beautiful piece, but I had trouble getting the door angled right because I was doing it wrong (I didn't see to adjust the hinges). They didn't even care that it was my own stupidity that caused me to ruin my product. They sent out a new set of hardware and a new door for me and did not require I send back anything. I was very happy as this was about a $300 record player stand.
2. I purchased some mid-priced lamps from them and overtightened a few pieces so that the threading came out of the wood. Again, they just sent me some replacement parts. Again, didn't need to return anything.
3. I purchased a high table with chairs and the plastic pieces at the bottom of one of the chairs had come out, so that the chair was horribly wobbly. They simply sent out some pieces to replace the plastic bottoms. Again, didn't need to return anything.
I've purchased quite a few items from Wayfair and because of the way they can just send out replacement parts, I've stuck with them for online furniture purchases. It's probably been 18 months since I had to call them, so maybe they're slipping. I hope that is not the case.
Products used:
I have a sectional couch and various accent pieces along with a dog kennel.
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
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!
The Tech was disrespectful & refused to carry the boxes to our bedrooms, knowing we were disabled, we order the white glove service, which they charged us twice for the bed installation, but yet the tech they had sent made it very clear rudely that, taking boxes to the rooms is not his responsibility. Heartless!
How else can you serve those who are elderly & disbledwhen it comes to this white glove service, something so simple, he wouldn't do. Wayfair did nothing to compensate our frustrations as disabled veterans at all, they just rescheduled us 2 days later, and told us to call them before tech arrives, and they'll tell the tech to move boxes to location. How inconvenient!
We spent 1017.00 for a complete horrible and heartless experience. Shame on wayfair and this particular tech.
Tip for consumers:
Don't offer a white glove service to those disabled or elderly, because the techs are not helping move items to bedrooms location.
False advertisement!
Products used:
Two full led beds and bought two memory foam mattresses, as well.
1,017
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.
I call wayfair costumer services the lady Tina give me at hard time when she realize that she make at mistake (i was talking apples and she hear oranges) she was rude and hang up the call. Not help so far and the door is discontinue. I waist 3 days my money and I have at useless shower door.
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.
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.
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
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
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.
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.
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
I've purchased many things from Wayfair. Most had to be returned for being broken or just cheap. They will charge you to return. Never buying from them again.
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
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.