Wayfair
Reviews and Complaints

I have been a happy customer for a while until recently when I started to buy larger, more expensive items that UPS/FedEx kept leaving in my building's mailroom. It specifically states to NOT leave items in the mailroom as there is no one to monitor them and tenant packages have been stolen many times in the past. This does not matter to UPS, FedEx or even Wayfair. Everyone wants their money for services and goods but when it comes to delivering cumbersome packages to someone's door, all the kindness and helpfulness goes right out the window. Your "case" is referred to Executive Resolution that must be operated by part owners of the company. They do as little as possible to help the customer and if they choose not to communicate with you at all, they are entitled to do so? I have one order left with Wayfair that I would cancel but it's been such a difficult process to manage on my own against the ER (lol) department when the customer has no way of communicating with a human being. Once an ER employee/shareholder decides to not respond to your emails the customer is out of luck. There is no one left to turn to and no one in ER gives a crap. Wayfair must be a Russian owned and operated company because you can't get a hold of anyone in ER. THEY can only get in touch with you IF they choose to do so. It's a scam.

I ordered a box spring (queen) and it was delivered by a Fedex guy for Wayfair. That person banged his mobile phone on my camera door bell which costs around $350 and broke the lens. By the time I ran downstairs he quickly disappeared. I saw all this on my phone screen and after that my door bell and camera stopped working. This is ridiculous and I need an answer from Wayfair

Account is for Sheila Gloe, email [protected]@yahoo.com

she ordered a dining table in Feb. we got the base for it delivered on Mar 9, 2022, no tabletop came with the order, but Wayfair called the order filled and charged our credit card $1502.05. we have yet to receive the missing tabletop after many contacts with your entry level and senior troubleshooters. we have had delivery schedules from you that have have failed and not even a courtesy call or email to notify us. I am tired of repeating my problems to your reps, they try hard but are hampered in skills needed to resolve difficult issues.

Look at all the notes for order # [protected] and see if you can be proud of your actions. Not to mention the many times I have been put on hold and then disconnected while your rep is trying to research. That rep should have called us back immediately and we can never get thru your system to the same rep to find out the resolution.

I ordered a washer on february 23 and got a delivery date of march 16th. March 16th comes for me to have received an email stating it was just shipped. The 17th comes and I am then told no it will be delivered but will be delivered on the 24th. The 24th comes and I received a scheduled time between 9:30 - 1:30. When 2 pm comes I call (not one contacted me) to find out what's going on and if they are running late. To be told no it will not be delivered on the 24, it will be delivered on the1st. I call the delivery company, customer services, wayfair (manager never called me back, was told this would be done within an hour), to again it will be maybe be delivered on the 1st. Maybe.. Wow. This is highly unacceptable. Then I finally after many calls was like please just deliver to get an email stating the it will be delivered on the 4th (my birthday). I call again (long wait time) to be told yes it will be the 1st not the 4th ignore the email. To receive another email that day stating the 4th again. Now I need to make another call and see if I can get this resolved again. Been on the phone with your company for 2 days with noi resolution.

Reply to Chris Sjolander:

Originally I had purchased this item on February 19, 2022 on invoice # [protected]. The website said there were 5 in stock and the delivery time was short. However, a few days later, after I made the purchase, the status was changed to backordered with a vague date of receipt to be May, 2022.

Of course, it alarmed me that perhaps something is wrong with this site, Wayfair, which lead me to be skeptical of the entire purchase and that possibly I was getting ripped off and the item would never arrive (since the money was already charged to my credit card).

“Why would they say there are 5 in stock and it would arrive within less than a week and why, after the purchase, THEN say the item is on backorder?” It made no sense to me. I felt I needed to cancel the order for obvious reasons of concern I felt with your company and the message I received.

When I called to inquire about this item and did not receive an adequate explanation about what was going on that is when I cancelled the item.

So, in subsequently contacting Wildwood directly, they informed me that the manufacturer was in process on this item and that it would be available in April.

Based on that, I reordered the item March 4, 2022 on invoice [protected].

My problem, Chris, is that now the item is costing me $27.94 more which I find unfair, since, had I been given a more likely explanation from your company for the backorder confusion, I would have not cancelled my original order.

So I am requesting, in good faith of customer service, that I receive a refund or credit of $27.94.

INV# DATE ITEM COST TAX TOTAL

[protected] 3-4-2022 $469.99 $48.17 $518.16

[protected] [protected].64 45.58 490.22

DIFFERENCE $ 25.35 2.59 27.94

I hope you can see your way clearly to honor my above request for a refund in order to reinstate my faith in Wayfair and to be fair to me.

Thank you for your consideration,

David M. Thomason

[protected]@gmail.com

[protected]

Sent from Mail for Windows

From: Chris Sjolander

Sent: Tuesday, March 8, 2022 6:57 PM

To: [protected]@gmail.com

Subject: Follow-up: Re: Wildwood glass flying fish sculpture, large size

Hi David,

My name is Chris and I work at Wayfair headquarters. Wildwood Lamps & Accents contacted me and told me that one of our Wayfair Customer Care agents instructed you to reach out to Wildwood directly to inquire about availability of the glass flying fish sculpture, large size product. This agent should not have provided this contact information because we ask for all customer service matters to be addressed by our team exclusively just so that we can retain all history of the conversation.

Nonetheless what I can tell you is that the product number is 301572 and it is expected to be in stock in mid-april. If you are still interested in purchasing this product, would you please place an order through Wayfair?

Thank you,

Chris

I placed the order on November 22, 2021 and shortly after realized that the color in the order was wrong. The same day (2 hrs later), I tried to cancel it directly through the Wayfair customer service (customer service tel line).

However, Wayfair customer services was not able to process the cancellation and instead arranged the return and send me prepaid FedEx shipping labels.

I sent items back (without opening boxes) affixing these return labels and handed It over back to FedEx directly. I provided the return confirmation (delivered to Wayfair warehouse at Florence, KY) from FedEx but have no response from Wayfair and no refund for more than 3 months.

Hi, to whom it may concern my name is gordon afflick sr.

I made several orders online in february to wayfair.com..

Order -1.

On february 13, 2022

Segway dirt ebike x260

Style: red

Sku: — Price: $59.99

Qty: 1 $59.99

Need assistance? talk to us.

We'll do everything we can to make sure you love your experience with us. have any questions or feedback? contact us at 【[protected]@gmail.com】

This email was sent by 【happy shopping】

Order -2.

20 ft. w x 8 ft. d plastic storage shed

Style: — Sku: sku2029695437579

Price: $69.99

Qty: 1 $69..99

Order-3

💻2022 new arrival 15.6 inch high-performance office gaming laptop

Style: 16g ram 1tb ssd

Sku: — Price: $69.85

Qty: 2 $139.7

Orders 2 and 3 the person used this email address:

[protected]@hotmail.com

These items were made thru wayfair.com on february 13th and 14th, 2022.

Can you pls either return my money or ship out these items to:

Gordon afflick sr.

19 prospect st

Nyack ny [protected]

It's now march 10th and I still havent received any orders to date!

I thank you for your promptness in this matter

*

I ordered the item :

610W Automatic Oil Press Machine Oil Press Machine Stainless Steel Oil Extractor Hot Cold Oil Presser

By YXSUN

Order Number: [protected]

I was told that delivery will be on 10th September, 2022? Is this a joke? why would they give me one week delivery date and then e-mail me that it will be in September?

I cancelled as I needed the item sooner than that.

3 days later the same item appears on the wayfair web site as :

610W Automatic Oil Press Machine Oil Press Machine Stainless Steel Oil Extractor Hot Cold Oil Presser

See More by YXSUN

$539.99

with a $400 dollar difference in price? hmm so they made a mistake in price then jerked me around with extended delivery date in September? Is that fair and ethical business practice? I shall endeavor to discourage my colleagues, friends and family to not do business with an unethical Wayfair - playing games. I had made my payment promptly when asked by Wayfair but they resorted to adolescent antics of giving out a long delivery date after realising they made an error in pricing?

[protected]@hotmail.com

First of all I ordered the bed and mattress at the same time, I got 3 email from fed express stating it will be delivered on the 23 then it was the 24, then on the 27 they left the bed 3 houses down, my neighbor had to roll the bed with another neighbor right to my door, furthermore how can you deliver a bed without a mattress, i'm very ill, suffering from lungs due to covid and I bought the bed because I need to sleep in a chair, the mattress they fed exp said tomorrow, I hope I can get it, I leave it up to you to deal with fed express, the tracking # for the bed is [protected]...

I hope you use a better service company.. Im too ill to fight with fex express.

The first time I dealt with this company, the delivery persons acted like it was a game and laughed after dropping my order. This time they just dropped it off outside at the base of the stairwell blocking it. This is unacceptable for two reasons. First, it's a fire hazard. If there were a fire, it would block the exit. Second, anyone could have walked off with my order. I am never doing business with them again. Wayfair has lost my business.

Dear Wayfair,

I hope you're well, I'm not writing to complain but I have been having trouble uploading an image of a broken item through your website and this seems to be the only way I can get the image to send.

I ordered a sideboard which arrived late this week, order number [protected]. When I unboxed, it, one of the glass shelves was completely smashed.

I went through the process on the website to report this and order a replacement part, however when I upload the photo attached below, it says upload failed and I'm unable to continue. I contacted you through a form on the website and received an email to upload a photo, unfortunately I had the same issue. I saved the image as a JPEG and PNG but neither worked.

I hope the image I have provided is sufficient, I look forward to hearing from you,

Kind regards,

Georgina

Received a fireplace on January 3rd that does not work. I contacted Wayfair and was told that my account was being handled by an Executive Resolutions Department. It took them 3 days to email me and they told me to check a manual that was supposedly on their site. I checked but there was no manual there so I emailed back right away. 2 days later I still had no response so I had to call and Wayfair refused to speak to me but said executive resolutions would contact me...again. 2 days later someone new from that dept emailed asking for a video of the fireplace NOT WORKING. I did my best to video that and send it off. Two days later I was calling again because I had gotten no response again. Another person from the dept contacted and said they never got the video and wanted it. I sent it again. They never responded. I called and left messages for all 3 of the reps from executive resolutions and none of them called me back. A Wayfair rep finally took the video from me through their email and sent it to them for me or I would have never gotten a hold of anyone. I am still at the mercy of executive resolutions getting back to me however...

We purchased a relax a recliner from wayfair last April that broke. We have tried to contact the manufacturer (relax a recliner) and they will not respond to our warranty claim. below isthe information provided by relax a recliner warranty.
Factory Code: KV
Purchase order 28681
RR-PRK1CP3003
Quality Control:8/2020
The product was purchased from Wayfair 04/2021
The manfacturer provided a one year warranty
We called and left messages with no callback
Wayfair provided this phone number for customer service
All we need is a new back to put on the old base of the recliner
I have a copy of the credid card charge by Wayfair
[protected]
Could you please help us.
John & Cindy Jacoby
[protected]@gmai.com

Wayfair steals. They say "free shipping" but get you on the return. NO RETURN IS FREE. You don't find out they charge a quarter or more of item if it needs to be returned or you never receive it, until after the fact.

I was shopping for outdoor patio furniture with Sunbrella cushions. Wayfair advertised (falsely) the set I ordered which was the Adersonville 7 piece Rattan Sofa Seating Group with Sunbrella Cushions; for which I paid $1958.09. I would have purchased one of their less expensive products that was priced anywhere from $500-$800 (and less during the Labor Day weekend), but was ok paying this high price because of the Sunbrella product. The order was delayed, when I finally received it, I found that it did not have the Sunbrella Cushions advertised. I have been calling and speaking with many, many people at Wayfair since then. They escalated my case to Executive Resolution, to someone named Matthew who was less than helpful, and rude at the end. He seems to feel that he was doing me a favor by offering me the lame amount of compensation he offered. Initially, he seemed to be helpful, and communicated with the supplier and tried to get the Sunbrealla cushions. However, I received an email saying supplier would not provide Sunbrealla cushions, which I had to forward to him. Matthew replied that he would reimburse me only $195, or a full refund if I returned the sofa. I cannot return them myself, I do not have the boxes necessary to pack them.
I have been buying things from Wayfair for years. Many times, with my orders, there have problems and defects with the mdse. Wayfair has always made good on the situation, by refunding me my money, sometimes entirely.
I was not expecting a full refund, but I was expecting at least $500 - $800, to make up for the false advertisement by Wayfair, reimburse for aggravation and time spent trying to resolve this, and to bring the price down to what I would have paid for a set without Sunbrella cushions.

The first two weeks in july 2021 we ordered a patio set and a four drawer dresser $486.64 total. Wayfair sent the items twice and charged us twice. We returned the second shipment - in compliance with their return and refund policy. Wayfair acknowledges receiving the items. We have received Wayfair generic e-mail stating the refund was issued we should receive in 3 to 5 business days. e-mail dated [protected] - today is 12-17-2021. Never was received. Please help us. We have been dealing with their customer service for four months. Wayfair order #[protected].

So, I ordered a daybed w/trundle product online on Thursday (11/25/21) that had a GTD delivery day of Saturday (11/27/21), which was great and the bonus as to why I ordered this online. The product was in stock and shopped from the NJ warehouse. This item shipped out fairly quickly but was at our local FedEx distribution center in Harrisburg, PA. It was on the truck to be delivered since Monday (11/29/21) - Not Wayfair's fault. I received the product on Wednesday 12/1/21. However, I received the wrong product. They delivered a full king size 125lb memory foam mattress. As a curtesy I didn't want to take a memory foam out of the packaging box, I guess you know why - it expands! I immediately called Wayfair only to be on the phone with them for 1 1/2 hours and to get no resolution. They will ship the correct product once they have in stock but couldn't answer what happened to the one that I paid for - very odd since everything is bar coded with product SKU numbers. Then, they have one in stock and are holding for me but don't know where it's coming from. Yet, when I ordered online, it clearly stated it was shipping from Princeton, NJ warehouse. Now, the replacement will be shipped by 12/7/21, once they verify this is the correct product - how does it take 7 days to verify this is the correct item? Nobody will give you an answer or take ownership to solve the problem THEY screwed up to begin with! However, they did offer to give me a discount on the wrong product they shipped! Um, no! I DIDN'T ORDER THIS AND DON'T WANT TO KEEP IT! But hey, I guess it's their way to not have to deal with a return! Keep in mind this "wrong" product is taller than our fridge and weighs 125 lbs.! Now, let's get to the return part of things, This is where it gets even more amusing. They offered to place a recall tag that someone from Wayfair will call me to let me know within 4 days. Also, if the shipping company will let us know within 2 weeks if they will pick it up at all. What the crap here! So, let's recap. Wayfair picked the wrong product out of the warehouse, shipped to me, I have the wrong product, don't know when the replacement is going to ship and I have this box that's almost as large a refrigerator sitting here on my front porch to see if it's going to be picked up and if not, then I have to discard - THIS COMPANY IS A NIGHTMARE! See pictures - not lying here!

We received our bed - white pleather Orren Ellis bed - it was yellow in our all white bedroom. Return process was to pack it up and put it on the porch for pick up - PICK UP TIME came and went - and they don't know why, so it can sit on my porch for all my family and friends to see for the holiday. It was my fault I guess that they couldn't get someone to pick it up. They have NO resolution and the Executive Resolution Manager is the highest supervisor you can talk to, who blames you for their inability to run their operations. They can't reschedule because I guess they can't add in an additional pick up on the next day. The customer service standard is ... they don't do as they say and you as the customer can just deal with it.

Why would you put an order on hold for 7 days but yet tell the customer to expect the same delivery day?! Ordered a bed on 11/16 that was supposed to be delivered on 11/22 and when we did not receive it today WE HAD TO reach out and find out why? Thanks, Wayfair...guess we will be sleeping on the floor for another week and buying an air mattress for our family that will be visiting. I will make sure my family and friends know not to purchase anything for you all