Wayfair
Is This Your Business?3.9
5.3
Overall Score
Author: Kaitlyn Short
LAST UPDATED: July 17th, 2024
Wayfair.com is one of the world’s largest online retailers for home and furniture products. They offer customers a wide selection of products promising to provide customers with the perfect furniture pieces for their home at the right price. Wayfair includes a category selection of over 7,000 suppliers across 5 different brands which include AllModern, Birch Lane, DwellStudio, Joss and Main, and Wayfair.com. Consumers are sure to find quality furniture to match any style.
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The Good
- Large selection of categories
- Sales promotions throughout website
- Several options for delivery
- No hassle return policy
- International shipping available
Wayfair users are sure to find home décor and furniture to match any space. Wayfair offers customers 11 different categories to shop through which include furniture, décor, lighting, kitchen, bed and bath, storage, outdoor, home improvement, baby and kids, pets, luggage, game room, exercise and fitness, housekeeping and laundry, and health and home mobility products. Wayfair provides customers promotions and discounts throughout their website. Their sales tab features products from each category which can be discounted as much as 70% off. They feature daily sales on their site that become available at 12 pm ET and are available for purchase for a limited time. Daily sales and other discounted products are featured on their home page making it easy to locate discounted items. Customers of Wayfair are able to select several different delivery options for large items which include curbside (you unload), curbside (they unload), front door drop off, inside entryway, room of choice and packaging removal, and full service delivery and assembly. Delivery is made as easy as possible for the customer through Wayfair.com. Wayfair also offer customers a no hassle return policy. Any item may be returned without a receipt within 30 days of purchase. Once the item has been returned and inspected, customers may expect a return credit within 24 hours. Wayfair currently hosts websites in 4 different countries. Customers can purchase items in the UK, Germany, Canada, and the United States.
The Bad
- Warranty information difficult to find
The Bottom Line
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Karen Eastham, MA
I would leave ZERO stars if I could. This review is not for the bed but for the customer service. On the tracking it showed that the bed was delivered. I called Wayfair to say I did not get the bed. They told me - Yes it was delivered and I should walk around my neighborhood and look for it. I told they that they needed to find it. Wayfair was NO help at all. I called the trucking company myself. They would not do this for me. As far as Wayfair was concerned I got my bed. The trucking company was very helpful. They told me there is GSP on every truck. She was able to locate where the truck driver did deliver it. She had the driver go back and get it and deliver it to the correct address. Then the next problem started. Wayfair shipped the wrong bed. When I called them to complain they basically called me a liar and did not believe me. I told them it is still in the box. The person asked me what I wanted. I said come get this box and deliver what I ordered. I was told they would ship the correct bed in one week and they would send someone else to get the wrong bed in two weeks. So now this 90 pound box is lying on my kitchen floor. Two days later I got an email that said before they do anything they needed photos of the box to prove that I got the wrong bed. What a joke!! I guess Wayfair never makes mistakes! I sent photos. Now today I get an email that says - "Sorry it is out of stock. We can send you what you ordered but not for FOUR months." They are offering a refund. Well of course they are. I guess they realized the price should have been higher. I bet when this bed comes back in stock the price will be higher. THIS HAS TO BE THE WORSE CUSTOMER SERVICE I HAVE EVER DEALT WITH. The reason this is so upsetting is because this bed was for a vacation rental I own. I got rid of the bed I had when I purchased this one. My renters start coming on May 1st. Now what do I do? I don't have a bed!!
4 years ago
Bob Haarde Sudbury, MA
Order# 3494888662 We ordered a vanity from them and the countertop came cracked on February 25th.We have been without our bathroom for months now.We ordered a replacement part and were told we would get a tracking update in 3-4 days.We never got an update.We called for weeks and kept getting the same response that we would get an email in 3-4 days.We never got an email.We finally said enough is enough and they said they would send out another one because they don't know where the replacement part is.Then nothing happened.We got no updates.Then we called and they told us they canceled the order.No explanation why.They just canceled it.I asked for a supervisor and she told me it was canceled because they show a deliver on February 25th - that was the date the original vanity and cracked countertop was delivered.I asked for another supervisor and was told they would place another order for me and we would get an email with an update in 3-4 days.It is now April 14th and our bathroom has been unusable with plumbing hanging out of the wall since February 25th when the original installation was supposed to take place.Very frustrating customer service experience.All i get is "you will hear from us in 3-4 days." But then we hear nothing and call and find out they canceled our order.....
4 years ago
Mark Westcott Atlanta, GA
I have made a few orders from Wayfair, and all have been a gross disappointment, both in quality of item, and customer service. This culminated in my last two orders (and this review) where, after two weeks of them being past due on the delivery date, without an update, I had to reach out to this useless outfit to discover the problem. Apparently, my account had a one (1) cent balance on it, obviously caused by their inept payment processing, and this had resulted in them not fulfilling the delivery (but they had no problem still charging my card back on the order date). After clearing the 1 cent from the balance, they processed the orders, but just about every item in both orders had to be cancelled because they were now out of stock. Just writing this review has me irate again at the utter incompetence and impossibly pathetic customer service.
4 years ago
Su ,
Worst customer service in the world. My Wayfair account was hacked with my credit card information on file and was used to order an item for next day delivery to a place in Bronx, NY. I called customer service immediately after getting the order email and they told me to let the order go through, but they will take note of it and told me to dispute it with my bank when the order goes through, and that Wayfair will allow a full refund. BUT.
I did as told and allowed the payment to go through, however Wayfair dispute team then denied the dispute. So now I essentially got ripped off by Wayfair. For all you known wayfair could have placed the order with my credit card on file and gave me wrong advice. I am still trying to call them to get a full refund for hundreds of dollars and have explained the situation x3 times and spoke to multiple agents who have not resolved the issue. The dispute team is “non-customer facing” and apparently do not do their investigation but lie to customers down and rip them off. Never once did they reach out or call me for more information to investigate this case. It may happen again and again, next time to someone else. I will NEVER buy any item from them every again and will tell everyone about this.
4 years ago
amy warren Longboat Key, FL
I ordered a Christmas gift on December 3, but the delivery date was 12/23 so I had it shipped directly to my sister-in-law. Wayfair did not offer expedited shipping or gift wrap. Instead of being delivered to the recipient, the gift was delivered to my billing address. I spent over an hour on the phone with 3 different supervisors, none of which would offer any solution other than to have the gift shipped on January 5. They refused to pay for any expense I would incur to ship the gift to her myself. They semed to think they were doing me a favor to expedite shipping for a Christmas gift on January 5. I have never dealt with a company who had worst customer service. Imagine how I felt when my sister-in-law never received the gift I ordered for her on 12/23. Yet, supervisor after supervisor seemed to care less.
4 years ago
KATHLEEN Queensbury, NY
On Dec 7, I ordered my elderly mother a power recliner for not only a Christmas present but a post surgical need (knee). Surgery to be done on the 21st ,I was guaranteed by wayfair the recliner would be delivered by December 22nd. It was not until today (18th) they sent me an email to tell me it would not arrive until the 29th of December! At this point it is too late to order from the other companies that I could have. I contacted customer service and informed them of what had happened. The response I received was "here's 10% off another item". That's it!!! What a DISAPPOINTING and FRUSTRATING experience!! Customer service definitely did NOT care!!! I will never order from this company again!
4 years ago
Ron M Roy, UT
I purchased a computer desk from Wayfair on Nov 15, 2020. Supposed to arrive by Nov 23, 2020. Never arrived. So I called after 1 week after that date to find out where the desk was since it showed in process, every time I check the status on Wayfair’s website. The gal that I spoke with apologized and thanked me for calling since she said they thought is way delivered. But, the notes she said stayed that it was damaged in shipping and returned back to them. So they would get it right out and would deliver by the 17th of December. Since I had this problem they would give me 10%off on my next order. When I checked to see why it was not delivered today. I looked up the status and now it said it was back ordered and scheduled to arrive on December 31st. (Fat chance). So I called and canceled the order. The gal I spoke to this time sounded like she could care less.
Poorest communication I have ever dealt with.
Ron M
4 years ago
Pat L San Jose, CA
If I could give a ZERO rating, I would. I ordered a desk and the quality was very poor. While the delivery was free, I was charged $115 to return it, which was 20% of the cost of the item. When I complained about the cost, I was given the runaround about who could handle my complaint. After calling back several times, I finally got to speak to a supervisor who refunded half of the cost of shipping via store credit. It's unfortunate though, because I WILL NEVER ORDER ANYTHING FROM WAYFAIR AGAIN. Not a very good way to cultivate business in my opinion, but that seems to be how Wayfair runs their business. And if you don't like it, too bad. Well too bad Wayfair, you lost me as a potential customer.
4 years ago
Devinne Bravoco Sussex, NJ
I am SO upset over my recent interaction with Wayfair. I purchased SO many orders from them before, I really have LOVED and TALKED about their customer service to so many other designers. But this time was such a HORRIBLE experience! I used to have a dedicated account manager but they they restructured. I worked with this one lady who NEVER called me back AND when I called and stayed on hold for hours and also requested two call backs - those representatives told me I needed to talk to the person I had been working with so I ended up losing out on the deals, it's now charging me more than $500 more to place my order of over $4,000. On top of it, I was supposed to hear back from the Cares Team - never did. Followed up with my contact and she hasn't responded to my emails all throughout the week. I am SO disappointed.
5 years ago
Kim Woody Knoxville, TN
I was shocked actually. I really expected to have a good experience since Wayfair's entire business is online shopping, but I will never do business with them again and I would advise staying far away from this company. After waiting a dissappointing 5 weeks for shipment of a bathroom vanity, it arrived with the back support completely busted. I refused shipment and immediately called customer service. They were horribly rude and said I could wait another 5 weeks or get a refund. Didn't offer to expedite shipping or a discount or anything. They acted as if they were doing me a huge favor after failing to deliver an even adequate product and then expecting me to wait another 5 weeks to get water back in my bathroom. I had to start all over looking for another vanity. Huge waste of my time.
5 years ago
bobbie Pasadena, TX
'm cutting up my credit card. Everything arrived late, but one of my items was a month overdue, I called and no one even responded to my call. Now I have late fees on a balance that I paid off. They not only charged late fees, but interest on the late fee! then the frosting on the cake: I go to pay the late fee and interest, and the bill arrived 6 days before the payment was due, (so I can't mail a check or more late fees and interest!) they tell me they mailed it 20 days ago, so not their fault that I don't have time to mail. I mailed my check to them 10 days before it was due, how come I can't say it wasn't my fault. horrible customer service . Not doing business with them anymore. Be careful if you choose to.
5 years ago
Rox Tran Clark, NJ
DO NOT ORDER FROM THIS TRASH COMPANY. I don’t even know where to start. I had problems with 2 items, my dining table, and my couch.
First, my table arrived at the shipping warehouse damaged so they had to order a replacement which caused the first delay.
On the day that my replacement dining table was scheduled to be delivered, the delivery truck arrived at my house only to realize that my table was never loaded onto the truck. It took weeks of Wayfair trying to figure out what happened to the replacement before they finally found my table.
I ordered my couch and dining table around the same time so I wasn’t aware I would have difficulties receiving my order when it was time to get my couch. I paid $2400 for this couch which was half Wayfair credit, and half debit card. I only paid this much for this couch because it was honestly my DREAM couch. I knew that it wouldn’t be available for a few weeks when I ordered it, but I wasn’t moving till after the expected delivery date so I didn’t mind waiting for my dream couch.
Delivery date passes and I didn’t receive my couch. I call 2 days later and they proceed to tell me that half of my couch is in my state (NJ), and half of it got sent to the mid west warehouse. I’m extremely upset at this point because of the issues I had with my table. I get through to a supervisor, Ashlyn Stuart, at Wayfair and she orders me a replacement couch. This replacement couch was going to be another month wait, but she gave me a 40% refund on the couch which she agreed to have put in my visa NOT my wayfair credit card. I accept the situation and take the refund and agree to wait.
A few days later I receive an email saying that my couch was going to be delivered in 2 days. Mind you I’m quite confused at this point being that I just ordered a replacement that I knew would take weeks to fulfill. I contact customer service and they proceed to tell me that they located my original couch and it will be delivered in 2 days. I’m thinking, GREAT news! Come delivery day, I only received TWO boxes. One box had a corner piece of the couch, and the other had the ottoman. I’m livid at this point. It’s been a month and a half at this point since I placed the original order for this couch online. Again, I contact customer service and no one can tell me where the other 4 boxes that contain my couch are. I called the same supervisor who I have a direct phone number to, and she tells me she’s going to look into the situation and get back to me. I also tell her I haven’t received the refund that was supposed to be given back to me. She proceeds to tell me that although she had put the refund to be given back on my Visa, for some reason it went back onto my Wayfair credit card. She said she will contact finance to have them fix this issue. You can imagine how insanely angry I am at this point with all these issues piling up.
I still have not received the rest of my couch or my refund, and at this point I paid $2400 for 2 pieces of this couch. I can’t believe the situation I’m in with a Wayfair, and it’s so unfair that my three kids, husband, and I can’t enjoy our new home because our dream couch is missing somewhere in America. I will never order from this company again, and if you’re reading this review you shouldn’t either. They’re the worst company I have ever interacted with in my entire life.
5 years ago
Al M Barstow, CA
I bought a dresser, which was a matching piece to the rest of the furniture in a baby's room. It was purchased and delivered in May 2020. Unfortunately, one of the essential pieces was broken and Wayfair was contacted immediately. A replacement piece was ordered and was to arrive in a week. In 3 months time, I have contacted Wayfair on numerous occasions to get an update on the replacement piece. Each time I was told it was in the process of being shipped, but that the delay was due to the manufacturer. Today, I received an email indicating the order was cancelled all together and I am left with a dresser with a broken, major piece. I was provided with a refund; however, I am very upset in the way Wayfair handled the entire situation. They NEVER contacted me. It was always me contacting them to find out the status of my order and contacting them really doesn't resolve anything because the customer service representative has no authority or power to do anything for you. They basically take your request or complaint down and state they will pass this on to whoever is in charge. Their communication with customers is just awful.
5 years ago
David M Aftem Bismarck, ND
I ordered a item from Wayfair because of a feature their on line description had in 3 different areas of the description. It arrived without the feature. I have spent over 45 minutes on the phone 5 different times and never gotten anyone to answer. I tried using their online system to handle the problem. I sent them 7 different pictures of screen shots and a letter. Nothing was answered. Finally I checked my account and discovered that they had cancelled my complaint. I only got canned emails saying they were looking at it, not that it was cancelled or that I needed to do more. In my opinion they are thieves and this is nothing but a scam. You are better off buying from a local store or a reputable online business. Wayfair is not reputable. Fool me once shame on them. Fool me twice shame on me. I won't order from them again. I suggest you do the same.
5 years ago
Stephanie Hessenflow Winder, GA
We ordered the Forst Storage Standard Bed and not only have we not received the replacement parts for this horrible purchase, but the bed continues to come apart as we SLEEP on it. This is the absolute worst purchase we have ever made and to think we were going to purchase the entire set. I have never been so grateful that something was out of stock in my entire life!!!! The bed is flimsy, the parts came to us already damaged, customer service is horrible when trying to resolve the problem, and the instructions they sent with the bed are the worst I have ever seen. BUYERS BEWARE!!!!! DO NOT BUY THIS PRODUCT OR ANY OTHER FROM WAYFAIR UNLESS YOU WANT A THIRD RATE PRODUCT FROM A THIRD RATE COMPANY WITH NON-EXISTENT QUALITY PRODUCTS!!!
5 years ago
Stephanie Andring , OH
First purchase from WAYFAIR and NEVER again. I have been searching FOREVER for an area rug and thought I found the perfect combo with blue and burgundy. Well, the rug arrived today and the "burgundy" is BRIGHT HOT PINK! I called to return the item and I was told I will be charged a $24.95 return shipping fee. I tried to explain that I felt as though their advertising of the rug was misleading because I would have never ordered a HOT PINK rug. I basically was told too bad that the picture is clear online showing the rug is hot pink. Mind you the rug was only $104 so I have to pay almost 25% of the purchase price to send the product back. Here is a screenshot of their aid and two pictures of the actual rug... *Sigh* So buyers beware when you purchase from wayfair, terrible customer service only out for the $$$$$
5 years ago
Maria
I wish there was an option for 0 star.
I placed and order on Dec 12th for two beds and other things. They have been arriving slowly. On Dec 21 one if the beds arrived and then our nightmare started. The two beds were supposed to be delivered together but no... we just got one... the shipping department screwed up and just shipped one.... I called and the offer me to put a replacement order, which I agreed. Then we decided to open the box of the bed we received so we could assemble it for one of my sons and to our surprise one of the rails was bent so it was impossible for us to assemble it at the end. I emailed Wayfair and they offered to send me a replacement part right away (that was on Dec 26). Since we have not yet received either the bed nor the part, yesterday (Jan 8) I decided to call them back and to my surprise after 2 weeks the part has not even been shipped yet..... and of course, neither the bed... the delivery date for the part is scheduled for Jan 13 and for the bed Jan 21.
So, it has been more than 2 weeks and my sons have been sleeping on the floor and it seems that they don’t really care…. they screwed up our order twice... 1) by not sending the correct order from the beginning and 2) by taking so long to replace a broken part.... now they come back and say that they are trying their best to help me.... BS I have emailed them and now they are ignoring my emails....
If you don't want to experience the nightmare I have been experiencing, please stay away from WAYFAIR.... they customer services sucks... their products sucks.... the send you a defective product and they don't want to assume the consequences other than the customer and also, they don't stand for their customers either.... but they were very quick into charging my credit card....
5 years ago
Aref Metairie, LA
I purchased a sectional living room furniture at the end of November 2019, and was told that I can get by the 23rd of December, but it has been shown in my account that the order has been processed and shipped since December 3rd. I call three times so far, and the first time was told that I will be contacted shortly, but that never happened, second time I was told that I should already have received it, and they will compensate me for being late or they will see what they can do, and finally they said which is on December 26th, that most of my already is delivered to their dealer in my town in Louisiana, and one item was delivered in New Jersey, and never heard again from them again, and I still don’t know when I am getting it. A. Mansour
5 years ago
Christy Brooks Fairfax Station, VA
We ordered a pool/ping pong/air hockey table from Wayfair for Christmas. We planned ahead and scheduled delivery for December 23rd so that we could surprise our kids. When the delivery came, it was damaged so we immediately called Wayfair. They suggested we take the damaged one so that our children would have a Christmas present and that they would send us a new one and switch it out after Christmas. Great idea...so we communicated that to the delivery people, but they said they needed to get that information from Wayfair before they could bring it in the house. Brandi, with customer service said that she would call the driver and inform him of the plan. A few minutes later the delivery truck drove away. I have been talking and on hold with Wayfair representatives all day. Some have told me they will try and deliver it, others have said it is now impossible. With the late hour, it will not be delivered and therefore my children’s Christmas will be ruined. Due to the high cost, that is the only present they were to get this year. Because of this experience, my evaluation is that Wayfair customer service is horrible and I will never shop there again!
5 years ago
Cynthia Long Jamestown, RI
Wayfair sold me an item that should have been delivered to my home on the 11th. When I called on the 12th, I was placed on hold for 8 mins. I called back and was told the item was out of stock and I wouldn’t receive it. I asked to speak to a mnger. A mng called back, and said there was nothing to be done, blamed it on the manufacturer, the shipping company and offered 10% reduction on a future purchase.
Really? I find this wholly unprofessional! Why is it the responsibility of the client to hunt down her purchase (for which Wayfair received payment) the day after it should be in her home? The company should have called to inform me that they received payment erroneously for an out of stock item PRIOR to the day it should have arrived in my home. As for a 10% coupon for a commercial gesture, I find this pathetic and laughable. I am crossing Wayfair off my list. There are too many other responsible and professional sources I can use and rely on for delivery. After all they are in the business of supply and demand. Here they failed to satisfy the bottom line.
5 years ago
Mary Ann Murrieta, CA
We ordered the Fairmead Standard Bookcase on Oct. 9th. It showed it was in stock but after numerous phone calls to see where it was, it was finally delivered on Nov. 16th-5 weeks after placing the order for an in-stock item! When we unpacked it, we found the base was damaged. We agreed to keep the top as it wasn't damaged but called and requested a replacement base be shipped asap. We also told them that we had company coming for Thanksgiving the next week and needed the damaged piece picked up on Monday since it was in the hallway (we had no other place to put it). Again, after numerous phone calls that I had to make to the pick-up service, it was finally picked up on Friday, the 22nd. The replacement piece was supposedly going to be sent to us immediately via express service but that didn't happen. According to our tracking emails, the piece was supposed to be delivered today, December 5th. When it didn't show up, we called and were told they'd know more by the middle of next week! We have spoken to 6 different people in Customer Service (including 3 supervisors) and Mary in the corporate office. While they seem sympathetic and have even given us their direct phone numbers, they do not return phone calls and have not been at all helpful. We will NEVER order anything from Wayfair again! Buyers beware!
5 years ago
Arani
Worst experience ever. Ordered wardrobe in June. Parts arrived in September, 6 pieces damaged. Complained and provided replacements after 1 month. 1 month later they deliver the wrong parts. replacements ordered, 3 items arrived instead of 4, and guess what? 2 were damaged. It is November. I've been living out of suitcases for 2 years, and Wayfair cannot send a wardrobe without damaged parts. Have explained packaging is bad and the quality is bad, yet they don't seem to improve on this. Have now requested a full refund and collection of the parts. Never ordering from Wayfair again.
Update - Wayfair gave refund but the delivery/collection company have refused to collect the parts because some of it is out of it's packaging. They want me to invest time in packing all the parts in bin bags (my own). What difference will damaged parts be in bin bags????
Alternative is get rid of it myself --- pushing responsibility to me.
Or give it to charity - again pushing responsibility to me - which charity will take it?
Never again ordering from Wayfair!
6 years ago
Brennan Kingman, AZ
Absolutely horrible. I ordered a shed on october 2, 2019. The shed said it shipped on october 9th and I would receive it october 16th. Well it is november 6th and the shed is still in the warehouse. I contacted customer service and was told that I was more or less forgot about but the shed is moving in my direction. I guess the shipping is free and you get it when you get it. I should have seen the writing on the wall when I decided to purchase the shed it was no longer on sale, even though it showed it was hours prior. So I continued with the purchase anyways. After I purchased the shed the price dropped back down. I contacted customer service and was told there was nothing they could do. After not receiving the shed on the first delivery date I contacted customer service and was told they could take give me a refund and only charge me the sale price.... so they could actually do something about and lied to me before. I should have, and I recommend, just buying sheds from home depot or Lowe's or anywhere else. It may cost a couple dollars more but at least you'll have a shed. Meanwhile I'll have to wait who know how long. Maybe I'll get it for Christmas and have to assemble it in the snow!
6 years ago
Joy slimper
Ordered Stratton 4 door wardrobes which arrived ok as 6 in stock employed a carpenter to build them only to find Wayfair had sent the multi type you can hang your clothes from the front or the back as they did not send any backs on complaint was told six weeks delivery asked why not take backs out of the ones in stock and send and replace on arrival can’t do that as the stock is in Germany they do nothing but lie and send faulty goods had the misfortune to also order a sideboard only a handle missing to one of the draws still 2weeks to send what a joke company will have to employ carpenter for another day now as can’t finish doors to wardrobes until backs in as I am disabled who pays me not Wayfair never going to buy from this so called company again and suggeste you give them a wide berth as it will only end in bitter dissatisfaction.
6 years ago
Alessandra Augustin
JUST DON'T buy from wayfair.
i made a really annoying and terrible experience with wayfair and would NOT recommend to use this company.
i ordered a book shelf and a small desk and both deliveries went completely wrong - one was late for days and i was never updated or informed properly. when it finally arrived, the screws i needed to build were missing in the parcel. i ordered the item over two weeks ago and i haven't gotten any screws to build up the shelf yet! i keep getting e-mails, telling me that the delivery is getting postponed from week to week.
with the other delivery - it took up to one week to find out where the package was delivered to. i was told several times that the parcel would be in a local parcel shop, i went there three times, even the shop keeper tried to help me and find out about the missing parcel. i called / e-mailed / messaged on facebook etc the delivery company many times to find out where it was. i finally found out that the parcel was shipped to my neighbours house and i didn't know anything about that.
as i have had troubles with both deliveries, the only thing that the customer service of wayfair said to me, was that they would send me a 10% discount for the next purchase. I never got that e-mail!!
Despite of that it only brought problems and stress with it, and loosing time and money. calling them, ordering their products, asking for any help or service just resulted in loosing even more time and being disappointed and let down. i am still waiting for the shelf-screws, i never got the 10% discount email which apparently was already sent a couple of times etc... everything very stressful and disappointing!
6 years ago
Stephen Whittaker San Diego, CA
After reaching out via phone and email to the customer service department, and receiving little help other than being provided with the expected shipping date and promise that they are doing what they can. I've decided to post our extremely exhausting experience here as well.
Our order placed on September 17 was scheduled to be delivered on Friday, Sept 27th. At the time of delivery, only one item arrived. My wife was contacted and told there was not room on the truck for the rest of the items, and that they would be delivered later that week. After some discussion with the person on the phone, we were able to have the items delivered on September 28th.
On September 28th, items were delivered, including the bedroom set. During the delivery, my wife pointed out that there were two boxes for the bed (Labeled: “Box 1 of 3” and “Box 3 of 3”). My wife asked several times about whether there should be an additional box, and was assured that this was the entire bed.
We finished our move on October 2nd and I started to build the bed. At that time, we realized that there was a box of items missing for the bed. We contacted Wayfair customer service on the evening of Oct 2nd. During that time we were assured we would be assigned a case manager, that notice would be given to the shipping company to look for the box, and that replacement items would be shipped.
On the afternoon of October 3rd, I called Wayfair customer service again. At this time I spoke to a representative who told me that she can see that items were put on order, but would not arrive until October 15th. She reported that a case manager had not been assigned and the shipping company was not communicated with to look for the missing item. She reported that should would assign a case manager, request that the shipping company look for the missing item, and submit a request to the manufacturer to send the missing box, with hope it could be sent FedEx in one or two days.
Today, October 4th, I called Wayfair again and spoke to the case manager assigned to our order, Tyler. Tyler informed me that the order was put into the manufacturer and the shipping company was looking for the order. He informed me that the policy is that we need to wait up to 4 business days to hear from the shipping company before sending the missing items, and that if the shipping company found the items, they could send them sooner. As of right now, we will possibly be waiting until October 10th for items to be sent, and, according to the email, October 15th to receive the items.
I am extremely frustrated with the fact that we paid a substantial amount for furniture and are now sleeping on the floor, waiting potentially another week and a half to receive the items we need. October 15th is 18 days past the originally scheduled delivery date.
I believe there should be a way for Wayfair to expedite this, 18 days past a scheduled delivery date is unacceptable.
6 years ago
Heather Dawn Evansville, IN
I bought a mattress and it took about 2 weeks to get here and it was not as the description stated. I had it set to return and was assured when it was checked in I would get my money put back on my card. My mattress was returned on Tuesday. Was going to order another mattress on Friday and checked my card and still no refund. I called Wafair customer service and was told my mattress was not linked to my account and she would generate my refund but would be ANOTHER 3-5 business days and still cant order a new mattress. HORRIBLE EXPERIENCE! Had never bought anything off Wayfair and will never again. Would not reccomend.
6 years ago
Anna
In 2017 I purchased a new home located 35 minutes from a major center. Because Wayfair had “free shipping” I purchased a number of items for my new home. 8x10 rug, chair & ottoman, front entry storage bench, additional ottoman, small bedroom dresser, corner desk, and 2 sets of sheets. All the items were great to excellent and all were delivered to my front door free of charge. I went on the site the other day to order a chair to find that my postal code was now being charged shipping. When I spoke to a representative of the company they said they’d reworked there maps and my area no longer qualified. My question is how then can you advertise free shipping and not deliver on the promise. I’m very upset with the false advertising as well as no longer having Wayfair as an option for shopping!
6 years ago
Darryl Norwalk, CA
Wayfair gave me a past due payment even if we paid our bills on time, what happened is we received their bill on June 26, 2019, so we paid the bill the same day. They received it on July 2nd in which the past due is July 1st. But they are saying they received the check on July 2nd and they are charging un $100 plus for the late fees and for the interest!! And to top it off my credit was ruined because they reported it to the credit bureau. I tried calling them, they waived some of the interest they charged us because of their fault, but we still paid $38.00. So in short, they will catch you with these scams. They seem to have a cheap prices. But once they can charge you with something of their fault, they will charge you a lot!! Also, i spoke to a supervisor, I forgot his name, but he was sarcastic and rude!! Stay away from Wayfair, just go to your local or somewhere that has an online payment that you can monitor.. scam!
6 years ago
Boris Konovalov
I have placed an order with Wayfair.ca on August 1, 2019 for the futon sofa with the delivery on August 14, 2019. The day before the expected delivery I have contacted Wayfair customer service and the lady named Deborah E. after checking her system told me that delivery will be on time and I should wait for Fedex next day. I took a day off and that day was wasted for nothing as the delivery never happened. I have called Wayfair and they checked it again, that time my case was escalated to the supervisor Sarah. She told me that the item I have ordered is on back order and she is very sorry, she has adjusted the price for me as a compensation for the trouble for about $150 and promised the "for sure" delivery on August 27, 2019. On August 26, 2019 I have called Wayfair and talked to Megan, I have asked her the same question "when my item will be delivered?". She promised me to check with the warehouse and call me back. In an hour she left me a voice mail confirming the delivery on August 27, 2019. In an hour after I checked Wayfair website and it was saying there that the delivery will be on September 4, 2019. Sounds like Groundhog day. At this point I called Wayfair and talked to the supervisor Scotty who has transferred me to another lady who said that the item is on back order and they don't know when it will be delivered.
After so many lies and unfulfilled promises I have cancelled my order with Wayfair.
They don't know what is going on with their warehouse and because of that they are selling "air" or in the other words they don't have stuff they are selling.
I have wasted a month and now need to rush through local stores to find the sofa as I have guests coming in a week.
Stay away from Wayfair! They lure customers with fair pricing but behind their website is nothing but the trouble.
Boris
6 years ago
pamela Berwyn, IL
recently I ordered a chaise lounge for outdoors it was on sale,way fair states it would be delivered on 04/26/2019 and I received an email from fed ex that is was delivered IT WAS NOT,called way fair and they were nice and said they were sorry and took off $50.00 dollars and they said it would be delivered on 04/07 or 04/08 it was not called them back again and they said fed ex stated they delivered it on 04/06 not true,so now my order is cancelled the item is out of stock so no chaise ,no discount and when the item is back in stock will it be on sale? wasted time making phone calls and having fedex call me at work they said the item was on the wrong truck,wrong route and in the warehouse bottom line waste of time not sure if I will ever order again from wayfair. I even wasted several days off work waiting at home for the delivery that never came. Pamela Russell
6 years ago
Bonnie Chatom, AL
Don't get me wrong, I like the items I bought...BUT I purchased from Wayfair because I wanted 0% APR through the credit card they offer. I consulted with them on the phone to make sure that I could get 0% APR for 12 months. They confirmed that I could...I WAS pleased and made the purchase. After several months passed, I noticed an interest charge on my bill, I realized that I have been paying interested (I hate interest and try to avoid it if possible). The credit card company couldn't do anything about this because I wasn't given the promotion by Wayfair. I called Wayfair and they said there was "a little box" I had to check to get the 0% APR...It seems that when I talked with them BEFORE I made the purchase this would have been made clear... since I had an in-depth conversation with them trying to make sure I wouldn't be charged interest. I'm very disappointed that I've paid interest for two months.
6 years ago
Anirban Chatterjee Seattle, WA
Is it possible to leave something less than 1 star? This review is about the Company not the products they sell.
First bad experience: They have this service of $120 for assembly. While ordering a dining table, a sofa and coffee table I called the customer service and they said that the $120 will cover installation of all three items. Two days later I check my orders realized that the assembly service had been applied to only one order. I call customer service they say it was a mistake and I asked them to cancel my order.
Second bad experience: I saw charges on my credit card for cancelled orders. I call customer service and they say some error has been made and hence even though my order was cancelled, I wasn't refunded the money. They refunded me eventually but I had to keep track of everything else $600 would have been lost.
Third bad experience: Wayfair asked FEDEX to return the dining table which I was supposed to receive without any information. I have taken a leave from work so that I can receive the dining table and assemble it. I realize that my order will not be delivered because Wayfair has asked it to be returned, I got no notification and i only knew because I had to actively track my order. So my leave day is wasted and I don't have a table.
Fourth bad experience: I ask them to express ship me the dining table and for all the hassle cover the installation cost. Wayfair says they cannot provide the installation service because it is not available as Fedex is delivering this. What does delivery provider have to do with installation service? Guess what, I can go to Wayfair website right now and buy the same table and pay for installation. So I guess that Wayfair is politely lying to me under some non sensical reason.
Wayfair, never ever again.
6 years ago
Anonymous Springfield, MO
Do not give your credit card information to this company. The accounting and billing department has some real organizational issues which could affect your card. I ordered 2 items from Wayfair on the same transaction. I received 1 item in the mail before they charged my card. Also, my card was charged a week after ordering item and only 1 item was charged. 2 weeks after ordering the items the 2nd item then hits my account. Then for about another 3 weeks my card was authorized every few days for the 2nd item and was a pending charge. The charge would fall off and the process would repeat. I called them to see what was going on and they said the item was not being shipped by the warehouse for some reason so they kept authorizing card every few days until the item was shipped. They said they needed to look into why it was not being shipped which took another few days. Then they called and left a message saying they did not have the item to sell so the warehouse did not ship it. At no point did anyone reach out to me to inform me they did not have the item before I contacted them nor did the warehouse cancel the order once they realized the order could not be filled...so the company kept authorizing my card over and over for an item they did not even have. The company does not have good tabs on inventory, a good system set up to communicated with customers of issues or communication between different departments in company such as warehouse/billing/customer service, as well as a good system in place for management and the accounting department to see if issues are occuring.
6 years ago
KATIE KROHN Kirksville, MO
Wayfair is one of the worst online companies I have ever dealt with. They will give you a bogus first shipping date, and then another bogus shipping date. When your item does not arrive on the second date, you are not contacted. You just contact them. They will lie that the item has been already shipped when you try to cancel the item. I received a co formation that my item had just shipped! 4 days after I tried to cancel the item and they said it had shipped. I want to return the item, just because I don't want this company to have my money, but I still have not received my desk! I have read that refunds are a nightmare too. Please, spend a little more money and order from a company that has customer service and is not dishonest.
6 years ago
LostCustomer Nashua, NH
I would not know what I think about this product. I played an order for a bed with headboard and the memory mattress to go along with it. Although both items said receive it in 2 days, and there is no language to suggest otherwise, one package did not ship out until a full day later than the first pushing delivery to the third day.
The address entered was the wrong street number which is my own fault. I contacted Wayfair directly and was told the address would be updated as requested by FedEx and the package would be delivered the next day. Current tracking shows that it will now not be delivered until even a day after that.
A 2 minute wait time has turned into 28 minutes at the time of this review.
7 years ago
Jenn Hutto, TX
Terrible company and horrible customer service, not to mention bad products. I purchased a sectional that I had to wait 2 months for. The people who delivered it couldn't fit it though my door. I called Wayfair who told me the feet are bolted from the INSIDE. They said I could have the delivery men put the sectional in my garage and then I had to be responsible for cutting into the sofa, getting the bolt off to remove the leg, hiring someone to put the sofa into my house and THEN they would send a repair person to my home to reassemble it and fix the cut. I may or may not have to pay for the repair person. I was driving home during all of this from taking care of my mother who had emergency heart surgery out of state. I called twice to verify I could have it delivered when I got home and my case manager, Rachel, agreed and said she'd call Monday to set up a time. No call so I called and Rachel was too busy to talk with me and a super happy girl informed me my sectional was shipped back and I am billed $363 for the return!! I told her that is a mistake and I want it brought over to do as Rachel told me, but she said I'd have to reorder the sectional, wait an additional 2 months AND the price had gone up!!! Considering they had already made this for me, I find this ridiculous. I ordered the sectional for the power foot rests because I am disabled and need power ones as I'm too weak for manual foot rests and can't put them down. I have company coming this weekend and have spent 3 months with no furniture already. The perky pest did offer that they could send something to me to use in the meantime, for an additional charge. I wouldn't buy anything from this shady company ever! I'm sorry I let them ding my credit by applying for their card that I will NEVER use. I will tell everyone how horrible they are. I am having a Halloween party with 30 guests who will all be told just why I have no furniture and not to buy from Wayfair or their other companies like Joss and Main.
7 years ago
Maria New York, NY
I ordered an outdoor dining set that was supposed to be delivered a few weeks ago. First it was just delayed. When it finally arrived, it was missing chairs. The Wayfair told me I could keep it as is (with 4 chairs instead of 6), but had to sign papers that I received the order in full and had no claims. I said I would sign for what I received, but they refused (were very rude about it, too) and took the whole thing away. Then we had a week’s long exchange where some of their reps said the missing chairs arrived in the warehouse and some insisted they were lost in transit. We finally agreed with the manager Sam that I’ll take what they have, sign that I received everything, but he will make sure I’ll get the missing chairs. The delivery was scheduled, I received a confirmation email, amended my schedule, waited for 4 hours, but my order never arrived. When I called, I was told there was a mistake and my set didn’t get loaded on the truck. Two more hours on the phone and the manager of the warehouse gave me his word I’ll receive my set the first thing in the morning. But nope, it did not arrive the following morning either. Wayfair is beyond unreliable.
7 years ago
Kyle Denver, CO
This review is based upon the customer service of the Wayfair site. I placed an order last Tuesday for a shower curtain. I have now received an email stating the item is back ordered. It took five business days to determine the item was back ordered. To clarify that is one day before it's original delivery date. This is unacceptable. I tried using the customer help chat which did not work for 45 minutes. I finally called and had an unpleasant phone call with the representative. I was able to obtain a 40% discount, which was only given because I asked for it. There was no further apologizes, sympathy, or apologetic tone from this representative. Even now I will still have to wait another 2.5 weeks for my order to be filled. Including the original 6 days I have already waiting. Overall I will be waiting over 3 weeks for my purchase to be delivered. I have company comping in two days time and now I will have to purchase another shower curtain not from Wayfair in order to deal with their mess up. The customer service representative in question did not seem to care for my aggravation. This representative acted as if this is a normal situation which is absurd. I am highly disappointing in the company, website, and and terrible customer service team as a whole. Beyond the discount the customer service rep did not do anything in order to try and keep my business. Because of that interaction I will never use this terrible site again.
7 years ago
Mark Boshine Philadelphia, PA
Update on review below: Wayfair contacted us and corrected the situation.
We bought a sofa called Renewal by South Cone Home from Wayfair for 1,800$. It was a piece of junk. After 1 year the fabric frayed and started ripping at the seams. After 2 years the springs failed so when you sat on it, it would sink down. It was like sitting in a hole, it was an embarrassment when we had visitors. When we contacted Wayfair they did not do anything and they referred us to the manufacturer who did not do anything either. We would expect this from a cheap couch like Ikea, but when you spend that much money on a couch you would expect that it would last more than 2 years. This couch experienced normal usage (we are all adults, and no one is overweight).
7 years ago
Michelle Church Hill, TN
I ordered the Nixon leather recliner. This chair is really small. I have a 14 year old that weight 125 lbs first thing he said “why is it so little”.? The chair would work good for lthe tiny houses that you see on tv. My complaint is more with how the returns are handled. . I requested to send back to wayfair no problem... I call the company who will pick my chair up they can’t get here for I think 7 days. Then after further discussion, this company Estes says they only have tractor trailers to pick up items an couldn’t get up my driveway which is a small hill. I call wayfair back to tell them of this problem, they take 2 days to get back to me with a new pick up company. At this point the chair has been at my house 3 days I call the new pick up company they can not schedule pick up for 24 hours. Tomorrow will be 4 days depending on how many days it will take them to get here I could possibly be waiting 2to 3 weeks for a refund onto my card.... lesson learned do not order furniture off line, unless you have been to a store an sat in it and just happened to find it cheaper on line. I learned my lesson.
7 years ago
Janice Hopwood
I ordered two woven baskets for under a coffee table. The order arrived but it was only one of the baskets. I called customer service who told me that they would chase up the second basket. I cant complain about the service and I was kept informed and told that the second basket would be on its way soon. When the second basket arrived it was completely different to the first basket. It was a different colour, a different sized weave and slightly bigger - it was also damaged. I called customer services again and had to send a photo of the two items, which they agreed were completely different to each other. I was told that I could return the items and have a refund, keep them and receive a discount, or have replacements (but these would not be available until October!). I have accepted a refund and the items will be collected. I am absolutely disgusted with the quality of these items and the fact that whilst advertised as the same product they clearly are not. I will not be using Wayfair again
7 years ago
Georgia Bethesda, MD
On October 12, 2017, I ordered 8 ceiling fans at $38.99, or $311.92 total. Five hours later I received notice that they were canceling my order and voiding my payment because they were priced incorrectly. Mind you that this was their price on their website, and also on Ebay's website. The offered me a credit code, which they note in their own email expired January 26, 2017 (9 months prior to the purchase). When I responded that they still had the fan posted for the same price, and that I believed they should stand behind their advertised price, they countered by telling me that the retail price for each fan was $137.60, but they would sell them to me for $100 each. This watheir compromise, their way of making the situation right: offering to sell me the fans I had purchased for $311 for $800 instead. Great way to do business. I won't shop there again.
8 years ago
Ana c
I have tried twice to buy something on Wayfair the first was a disaster, the product listed was not at all what I received. The second time I had tried to cancel the order but it went out anyway. The product is fine. I decided to keep it to save the hassle. The Wayfair notification email account sent me over 50 duplicate emails one day to le me know my parcel had shipped. The call centre is very unprofessional. I had to call a few times to get help returning the erroneous item. Every time the person on the phone was rude. In the background, it sounded like a frat party was happening. The whole business and my experience with it has been extremely unprofessional. Wayfair reminds me of a cheap knockoff supplier that is being run out of someone’s garage with their teenage children as staff.
8 years ago
Jean Bolton Spartanburg, SC
On Sept. 1, 2017 I ordered some flooring from Wayfair. I put in the square footage I needed and the site calculated my order. I received an order confirmation and as ship date of Sept 8, 2017. One Sept 8, I received an email from Wayfair, of which I opened expecting to find the shipping information and instead I found that Wayfair cancelled my order due to THEIR incorrect pricing. I would be more understanding had I been notified soon after ordering, but they waited until the ship date. I had already purchased underlayment and had secured and installer. Wayfair WILL NOT honor my order and has offered me a small percentage off on a reorder.
8 years ago
hpetersen
Pretty packaging, horrible service. Very unreliable. We order 2 chest of drawers and 2 end tables. One chest of drawers arrived damaged in shipping. After 5 months of emails and phone calls back and forth to their customer service department, and 5 replacement dressers, all arrived damaged. I finally accepted the least damaged dresser and had repairs done elsewhere.
They were apologetic, but reluctant to offer me a refund or waive the shipping charges. I live in Edmonton, Alberta Canada, and was charged over $650.00 for shipping which was outrageous. The quality of the furniture was poor. Not at all like it was shown or advertised. Bottom line, stay away from this company, they do not live up to their promises and their shipping department is horrible. Save your money, buy locally.
9 years ago
Unhappy Customer Bellevue, WA
Wayfair simply makes up "scheduled delivery" dates for orders. DO NOT BUY ANYTHING from Wayfair if you need it delivered within a month or two. The delivery dates they give are 100% fiction. Ordered an item on November 19 and had a "scheduled delivery date" of November 28 which came and went. Then they said December 4. Now I "may" be contacted sometime by December 14 to SCHEDULE a delivery. STAY AWAY!
2 years ago
Catherine Falk Los Angeles, CA
They deserve zero stars for their horrible customer service and insane return fees even when you stop shipment on an item they will charge you hundreds of dollars and not have that specified under the item you are purchasing. They treat customers like second class citizens and could care less about accommodating or making things right. It’s as if they are going bankrupt and they are squeezing every customer on return fees as a scam. Buyer beware…..
2 years ago
hairy Liberty Hill, TX
Wayfair has had my money for a month now - they have not sent me the items in stock and have not returned my money. They say they can't find it. I have made numerous calls and the latest as of yesterday was an hour and 17 minutes of my time. I have tried the business office, the order line, email, etc....... DO NOT ORDER FROM THEM. Build.com is 100000% better. They always service my account.
5 years ago
ccduckie Williamsport, MD
polite people but could not solve my issue when trying to purchase refridgerator and stove with fortiva retail approved credit. fortiva said i was good to go but when trying to purchase those appliances after clicking on the checkout now button all i got was a screen that said WHO TURNED OUT THE LIGHTS. wayfair could not assist the sell? no help from anyone at wayfair as to why those items could not be purchased.
6 years ago
