Wayfair
Reviews and Complaints

It was started from when My fiance ordered furniture to our house. He put my name as recipient and his name and a different billing address for the credit card info. They canceled the first time because there was inconsistency in credit card used and name of person who gets the furniture.

They kept canceling my orders after that and asked me to call them for it. I called and they said I had to send a check for them to proceed with the order. They need to keep the check for 15 days and wait until then to reevaluate if they can send order to me. It could take more than a month for me to get my order. I verified with them all the info they need for the credit card I used to order and they still want me to pay by check. I have to reorder every time. What world we in right now to use check to pay for online order?

They canceled my order three times total. One order came with missing parts and other orders were delayed many times. They did not issue refund on the ordered they canceled when I talked to them. I called again and they said I had to call my bank to dispute the charge. So inconvenient.

They said they had the right to cancel customers' orders and request customers to pay by check. Really bad customer service. Never be able to solve problem whenever I called.

I will never order from Wayfair again for the poor customer service and stupid system that kept canceling my orders.

Initial order: easy to order, fair pricing, website easy to navigate. Unfortunately the only positives I have to say.

Delivery attempt #1: headboard was cracked all the way down the center, gouged tufting, dirty. Called and let them know to send replacement. So far so good. Annoying, but understandable. "Oh this never happens. So sorry." Things happen. They came and picked up the damaged goods.

Delivery attempt #2: over 2 weeks pass and I get an email saying "keep the damaged bed on us—we will send you another replacement. Well great, but that was supposed to be almost 3 weeks ago. Come to find out, the second bed was so damaged that the delivery truck driver refused to sign for it on his truck. Apparently Wayfair sent a meaningless email about keep the damaged goods when it didn't even make it to my house. They offered me a small discount for my troubles which I accepted. Still—I'd rather have a full priced bed on time. I call back and they give me the same "this never happens" speech. They order a replacement.

Delivery attempt #3: Replacement takes another 3 weeks to arrive. Delivery shows up with 2 boxes marked 1/3 and 2/3. I ask the delivery driver if there's another box. They show me the slip that says only 2 were given to them. I open the very damaged boxes to find hallelujah a nice clean damage free headboard and footboard BUT no side rails or hardware. Again, it's clear to me I'm missing a box. I ask the customer service agent where the side rails are. "Oh they are in the box with the headboard" me: "no, there's nothing left but flattened boxes and clearly it says I'm missing 3/3 box" csm: "are you sure? Check again! It should be there. I'm sure" me: "lady I've already wasted enough time trying to get this bed, why would I call if they weren't here?" "Ma'am they are there. In the headboard box" this insult to my intelligence goes on for another 10 minutes before she says she will have to call me back after lunch I'm an hour. 3 hours pass. She calls me back. "The manufacturer corrected me. I told you wrong information. You are supposed to have another box". I informed her that I'm not continuing this charade with Wayfair anymore and I'd talk to my husband to see what he wanted done. She confirmed my wishes. Husband said he just wants to cut ties and get a refund and go buy a bed from a local place at this point. The next day before I can call back, I get an email saying that my replacement parts were ordered and I'd get shipping info all. The customer service agent calls me and asks what my husband decided. Moot point as she took it into her own hands and ordered the parts anyway.

Now I'm waiting 2 weeks for the sideboards to arrive. I get an email saying Package Arrive: 10/1/2019. Great. Maybe I can sleep in a bed instead of a mattress on the floor that day. Take the day off to be ready to inspect the delivery upon arrival since it's been a nightmare. Waiting waiting waiting. Call wayfair—"Oh yeah. That email is misleading. That means it arrives at the local delivery station. You'll be called in 2 business days to schedule delivery depending on the truck routes". I want to reiterate that it wasn't my mistake, the email is clear as day when it states arrival day

I'm done with this company. I'd rather pay double than to do business with them again. Or another option would be to go to a second hand or consignment store because that's the condition you'll receive your wayfair products.

My first issue: I bought a lot of items from wayfair for my new home and had to return a couple of items which I unknowingly packed in one package and returned to wayfair. Wayfair acknowledges one of the items as returned and states that since the items should have been packed individually, my second item is not recognised as returned and they have a right not to issue me a refund (even though they have possession of the item). This has been going on for a month now.

my second issue: they did not deliver one of the items on my order and when i finally called to find out what was going on, it turns out that it was never sent to me. they sent a replacement item but i had moved to my new address before the item finally got to the courier. I called wayfair to ask them to cancel the order but they wouldn't take responsibility for this (it seems like their system is designed to force you to buy and retain items hence their complicated logistics) so i kept getting messages from the courier to take delivery at the address i no longer resided at and it was one of those systems where you couldn't change the delivery address. I finally instructed the courier company to return the item to the sender but the online order is now showing that the item has been delivered to me one week after my instruction to return the item to wayfar. who is being deceptive, the courier company or wayfair? This is going to be another month of back and forth with wayfair and i am sure they will not take responsibility for this errors. This company's customer service hasn't been helpful as i keep having to call and i get the same answer everytime.

On the 10th August 2019 I ordered a number of small items from Wayfair and received a confirmation email. On Monday 12th August I received an email stating one parcel was shipped (reference UK178801870 & [protected]) and then a further email stating my other package had been shipped (reference #[protected] & [protected]). I received further information regarding receiving my package on the 14 th from DHL. However my parcels were not delivered and tracking details shown they were taken back to the depot. Again on the 15th I received information that my parcels would be delivered and a time of 4.20pm and 5.20pm. However, despite being home at that time. My parcels were not delivered. On checking the tracking it stated that they were delivered to my address at 5.38pm. However this was not the case, despite the tracking stating it they were left in a safe place ‘left in my porch'. I do not have a porch and despite checking neighbouring properties was unable to locate my delivery. I have been unable to speak with a customer service advisor for DHL as they do not have this facility.
I would therefore like you to locate my delivery or if you are unable to do this, I wish to be reimbursed. If you can not facilitate either I will no longer use your website as I can not trust DHL.
I would appreciate a response to this complaint as soon as possible.

In November 2018 I ordered a carpet for lanai. I was very satisfied with it and I liked it very much. But already after 3 months the colors were not so strong anymore, although no sun shines on it. Now we are back in our house in Florida and I am shocked about the condition of the carpet. The colors have changed after such a short time. I have a small mat for 2 years very close to the grill lie, the colors are unchanged for 2 years. Herewith I would like to complain the carpet!

Estrid Alexander

Sorry cannot add photos because they are too large

Hello,

I have purchased a table with four chairs, which is lovely but got delivered wit a few faults which I have emailed wayfair about and was getting resolved. I was offered a refund of 20% value of the item, which I though was very kind and both me and my husband accepted.
The item was purchased on barclays finance. As it appeard later there was a mistake and wayfair has charged my amex card insted! I have phoned customer service 3 times now and for three consequitive days I have not been given refund nor any updates and we're finding it very unprofessional! We would like our money back asap please! Could this be resolved asap!
Order number is [protected]

Thank you.

I ordered this teak patio set in June 2018 starting at the end of June I asked why wasn't it letting me make a payment they said I had no balance they even credited me $10 and something I asked for 5 months straight after that why did I not have a balance why can I not go ahead and start paying they said I had no balance so I said okay close it it was two weeks after I closed my account that I miraculously now had a balance and was being charged late fees I found this total bull how do I get a balance after the account is closed after I have asked and documented the responses also the item I received is falling apart and not even a year old I have pictures

I purchased the adalynn recliner, and loveseat on the phone with representative, the sofa was outta stock. Was told it would be back in stock within a month. Only reason I ordered the recliner and loveseat. Now its been 3 months, still can't get the sofa, and the loveseat didn't work when it got delivered. Was told when o contacted wayfair they would send another. But that's outta stock. So now I have only recliner that works, a broke loveseat, and no sofa.

I ordered a couch before thanksgiving and I still don't have it. Was told it got lost and the person dealing with issue was mostly trying to get me to cancel instead of trying to get me my product faster. It's January 8 nothing yet I went thru holidays with no couch Christmas and New Years. I feel
As a company they should of did everything to make sure they got me my couch asap they lost it

So what are you gonna do about it? I am a 65 year old woman, alone during the day. The fed ex people (sometimes knock on the door.). They never wait for me to get to the door. I have witnessed them running from the property. They leave a package way too heavy for me to move. Ups always waits for me at the door, and they will bring those heavy pieces inside for me. Fedex is never considerate at all. They are only in a hurry. They don't give a rats butt about the customers at all.

I am a return rugs reseller. The red rug that I got was listed as this name and the retail price matches the one on wayfair. Now, wayfair usually changes the name of the rug, but even the manufacturer's name. There's usually a whole "About" section of a manufacturer that seems made up. What's worse is that when I looked up the rug from the label, there was no mention of the material either on the rug or on the website I found it on. Yet, this rug is advertised as a wool rug.
It is very clear, when I smelled the rug that the smell was very, very strongly synthetic. The backing was supposed to be jute, so there was nowhere the smell could be coming from. This destroys the whole credibility of the business. It's an absolute fraud!
It sells hand-made wool rugs for $2000+ and who is to tell whether they are hand-made or not. You can smell wool, but not everyone knows how to tell if a rug is hand-made. If the site is garnishing the description of a rug by lying about it's very material, the manufacturing method might go even more unnoticed. I grant that this rug is not an expensive one for this size, but people will buy it if they want that colour and design. There is no need to lie about the material. It just makes the site look all the more fraudulent.

I hate every single Wayfair commercial. They are not cute, funny, inspiring or even interesting, The Wayfair jingle and other music they use is annoying. They are just stupid. My least favorite is the one where a female friend is suspicious that her bestie is "cheating" on her when, in fact, she is just on a first-name basis with an employee of Wayfair. Really? Who calls and gets the same person even twice? How dumb do they think we are? I'll never buy anything from Wayfair. I feel better now, thanks.

I have placed an initial order for office furniture two months ago. Very very carefully read descriptions on site as I needed at least 5 locking cabinet drawers for the work I do with confidential info. The "three drawer locking lateral file cabinet" has two drawers only - ?!?- and only one locks and the matching desk with file drawer that appeared online does not have a lock though one was implied. Shipment was delayed and then delivered on a day I had clients without anyone actually talking to me about a good time window. Long long story shorter I now paid over $1200 for a large lateral file that will not match but blends with desk so I wouldn't have to return the other four pieces, and it keeps being delayed. Except then after I called again (like 5th time) to inquire and they said it could be three weeks, magically at the end of the delivery Services day, while I was with a client, I was informed it would arrive in 48 hours, via a voicemail, on Sunday Nov 4, 5:30-8:30p. I called quickly as I had a supervision meeting two hours away and wouldn't be back til 6p. The man who answered at Island Deliveries claimed that it would be impossible to delay the fancy delivery I was given as compensation for above hassles ($119 benefit) and I was frustrated but I offered Saturday, parts of Monday, Tuesday, Wednesday, Thursday, or Friday if a human would just speak to me to ensure on timing that I'm not at a quick meeting off site. This gentleman did not seem to speak English as a first language but perhaps that has no bearing. Then twenty minutes later after delivery place is closed and I'm with another client I got an email they rescheduled for 2 hours earlier?!?! 3:45-6:45p. Sunday. As stated I still had to be elsewhere til 6p. Not changeable with this short notice, And, conveniently for everyone but me, "no one" can reach this company til Monday morning. I wrote Wayfair's FB page. No real help beyond claiming they can't reach anyone on the weekend. Realllyyyyy? No way to do so?. I called Wayfair after my last client ended at 9p Friday. Conveniently for everyone but me, no one could help. I had to work all day Saturday on paperwork but could have met this company anyyyyytime at my office. Called Wayfair during Saturday's limited hours. No response except magically Wayfair can send an urgent email they said to cancel order # xxxxxxxxxxx delivery with an "urgent email". Hmmmmm sounds like someone can reach them if they really want. Why can't they then negotiate one of many hours in free all weekend. But on Wayfaur website it's still listed for being delivered right now. So I'm sitting in pouring rain with all my car lights on near the door as they may otherwise think building is unoccupied as it's not brightly lit (not my fault I'm just a renter). The delivery door is in back lower level but no one has actually taken time to hear that at Wayfair so I have to try to intercept this (now imaginary) truck. You don't have anyone I can speak to at Wayfair. But your website still allows purchases to take in money but can't be bothered for decent delivery service. Island Deliveries out of Coon Rapids MN clearly hasn't learned how to care or have discussions with customers, the person managing my Wayfair complaint, Arin P, said she was going on a vacation two weeks ago and Heather has now replaced her, and of course is never working if I need her and alluded Arin was fired/quit? Nice lies Arin/Wayfair. Heather reads canned lines from a computer screen and clearly won't actually help. This furniture order is borrowed money for me, costs over $6, 000, (was going to be less if Wayfair advertised its Larissa File cabinet and desk accurately - someone could perhaps sue) and it's like they couldn't care less about actual service responses. I'm hungry. Tired. Overworked. Underpaid. With a very busy week ahead. I have to carry files in locked bags as I gave away locking cabinet on delivery date of delivery of my three drawer lateral locking cabinet For over $6, 000+ how about a human actually scheduling a workable time and staff support on phones if you have a company like Island Deliveries our of Coon Rapids MN or Hudson WI delivering? We schedule people all week long for our work. Lots of folks do. It's. Not. That. Hard. And I'm going to guess this ordeal is not done yet.

My husband and i placed an order on the 28th of september on the promise thst the order wouod arrive on the 3rd of october only to find out upon payment of product that the order was pushed back for delivery until three weeks later and now today we have just received our order on the 18th of October and come to find that once we open the product the lining of the couch has been damaged and there was improper Parts supplied and screws that were not fitted for product use we would also like to inform you that FedEx was less than Cooperative with delivering said now damaged couch and we would never use their service in the future we spent more time with management from FedEx and Wayfarers complaint department over the phone that I doubt that we would ever utilize your services in the future nor would anyone in our Social Circle. If this is what's passing is status quo for customer service by Wayfair there needs to be a major overhaul in terms of functionality of service

ON 15 May 2018 I ordered a Kohler cast iron shower base. Kohler had a fire at their factory in about April 2018 witch resulted in a back order of my item. Wayfairnotified
me that I could expect delivery early July 2018. The delivery date has slipped many times to August and to September. Then around 20 September Wayfair said my
order was in a warehouse in Stockton, CA. Then on 25 September I was told
my order a 180pound shower base was lost. And they would have to order
one from their supplier and that would take several months or they would refund my money. This shower base was part of a bath upgrade an a rental property
which as a result could not be completed and has been vacant(no rental income
May 2018) Thanks a lot. I canceled the order and ask for a refund.
I contacted a local Plumbing Supply company. They called Kohler and found five of the exact same items. I placed an order with the company are shipping the order and I will receive the item in 1 to 2 weeks. Unfortunately with the price has gone up from Wayfair's $950 to the plumbery's $1051. See attached invoice.

HI there,
I placed an order on the 3rd September 2018, However this had to be re-scheduled as there was no address on the account. (not sure how this could've happened)

I had to re-arrange delivery for the 10th September, I was given a time, for which I had to ask a neighbour to stay in and wait for parcel only to be told it would be delivered later in the day, again having to arrange for neighbour to stay in.

Between ordering the bed set and its delivery it had been reduced from £24.98 TO £17.99.

I was pleased with the cover as I had difficulty finding one that suited my grand daughters room. However, when putting it on the bed my daughter noticed it had not been sewn correctly at the top and now I have to repair it.
I am aware I could send it back, but really could not be bothered with the hassle.

I am very disappointed as this is the first time I used Wayfair but would be very reluctant to use it in the future.

Regards Sandra McCoubrey

The pieces don't match up and it's now just sitting in my kitchenette not able to assemble. Bottom line is that I'm so over this! I want to order more items for my new home but this has me at a stand still! It makes no sense that the pieces don't fit together for this table set. This funiture is taking up space as I'm unable to use it in its current state. I like the set I chose and would agree to just have someone come and put it together at my own expense just to get it over with!

I will provide a copy of email that were sent and received. Within the email you will see that I have made a purchase. This purchase was made over the phone and the agent that I spoke with was fabulous. Explaining everything he was doing. During this purchase there was a price difference between the USA site and Canadian site. Jake, the agent made an adjustment to the price to reflect this difference. You can see this adjustment on my invoice that I will also provide.
More recently one of your online agents, Brianna told me that at the beginning of the month the item I purchased was significantly lower that what I paid. She went on to tell me that she could price match the lowest price. After accepting, I received another message that this could not be done because I am in Canada. Extremely disappointed that I am being discriminated because I am in Canada, I called and spoke with an agent, that confirmed because I am in Canada, I do pay more than if I was in the USA.
I realize that I would be required to pay the current exchange rate, but why is the base price different because I am Canadian? This is a level of discrimination and more Canadians should be aware of this.
I will enclose my invoice and copies of email for your review.
The email associated to my account is [protected]@gmail.com
Please correspond through my email [protected]@gmail.com
[removed]

Brianna R
1:26 PM (18 hours ago)
to me
Hi Steve,

Thank you for reaching back out to us.

The $859.99 is for US dollars and not CAD. I apologize but we can not price match as the Canadian prices include all taxes and fee's to send it into Canada.

Please let me know if you have any other questions or concerns. Thank you for shopping with Wayfair.com.

Sincerely,

BRIANNA R
THE WAYFAIR.COM TEAM

Want to manage your orders online? Click here.

Protecting your privacy is our top concern: Please don't include your credit card number in any chat or email conversation.

--- Original Message ---
From: "[removed]"
Received: 5/7/18 1:00:13 PM EDT
To: "Brianna R"
Subject: Re: Feedback Pricing & Payment [*6*_176]

Are you able to check my account? I made the purchase yesterday, but it was much higher then that. It is under the email [protected]@gmail.com

On Mon, May 7, 2018 at 11:57 AM, Brianna R wrote:
Hi Steve,

Thank you for reaching out to us with your pricing question.

If you wanted to purchase this set I do see on 05/02 it was for $859.99. You may place your order then reach back out to us and we can price match to the $859.99.

Please let me know if you have any other questions or concerns. Thank you for shopping with Wayfair.com.

Sincerely,

BRIANNA R
THE WAYFAIR.COM TEAM

Want to manage your orders online? Click here.

Protecting your privacy is our top concern: Please don't include your credit card number in any chat or email conversation.

--- Original Message ---
From: "Steve"
Received: [removed] 7:36:03 AM EDT
To: [protected]@wayfair.ca
Subject: Feedback Pricing & Payment [*6*_176]

Name: Steve
Email: [protected]@gmail.com
Referring URL: https://www.wayfair.com/help/faq.php
Customer Reference Number: [removed]
Sku: ONAW5043
Product Name: One Allium Way Valentin 7 Piece Rattan Conversation Set with Cushions
Details: Pricing & Payment, Other
Message: I have been looking to purchase this item for about a week. This item just went up in price by around $400. Can I get it for the price that it was at the beginning of the week, before it went up in price?

------ Please do not remove your unique email reference number! ------

Invoice

Invoice #: [removed]

Invoice Date: [removed]

Order Date: [removed]

Total: CAD $1, 575.21

Shipping Address Billing Address Payment Method Amount
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Credit Card MASTERCARD: [removed]

Marked [removed]

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Account Balance -

N/A //

[removed]
Valentin 7 Piece Rattan Conversation Set with Cushions
ONAW5043 Valentin 7 Piece Rattan Conversation Set with Cushions
One Allium Way

Quantity: 1
CAD $1, 639.99
Subtotal CAD $1, 639.99
Shipping CAD $0.00
Promo #0: CAD $-246.00
Tax: CAD $181.22
Total CAD $1, 575.21

I ordered two lights 34141 AN that arrived with broken glass. When I reviewed my past orders this order CS111938870 did not appear in my account. Going to your website asked for the phone number on the order to direct the email, the pink shipper did not have my phone number on it.

After much time I used the Call Number and after a bit of time my order was finally found.

They offered to ship complete new but I indicated the color was not really what was shown and looked like smoke and not brushed nickel. I was told they could only ship out new complete units of the same color or a dark oil rubbed bronze.

I decided my only option was to demand new glass for the units I did not want or could not use because the color was so dark. I think I will screw them to a tree, take a photo and post on line with a sign that says; "Wayfair would not allow these broken lights to be returned so understand they do not take returns like it says. Buyer beware!"

I still can't find my order in history or using any wayfair link...

Summary: Wayfair is a point of use shipping company. When items arrive broken and you want to return they indicate that is not possible. Only shipping complete new items is possible.

My decision was two:
1. Never again to use Wayfair, I have purchased furniture in the past as well as Spas from Wayfair so my decision is not to buy from Wayfair again.
2. I demanded the new broken glasses be sent to my location. I will then donate them to the local library to be sold at one of the upcoming book sale events.

Your shipping and packaging slip says "Returns are easy at wayfair.com/returns

I'm living proof they are not easy, orders are simply lost and with the shipping customer PO impossible to find on line. You have lost this customer not over a $3000.00 order but rather one only totaling about $60.00!

Robert Robinson
[protected]