Wayfair
Reviews and Complaints

My first order from WF was a number of years ago now. I was really hesitant, but I went through with it and was very pleased except for a problem with one damaged item. I called immediately and expected to make arrangements for the return. When they learned it was a small chest, they ordered another to be sent yet that day, and then told me to just donate the damaged item to a charity of my choice! Right then I knew I would be a repeat customer. I took the damaged piece to a near by adult workshop where impaired adults learned various woodworking skills. Needless to say, I have ordered a number of times since this experience. I have had to call customer service, but not for damage or other serious problems, but each time I talk to someone I can not believe the difference in talking with a phone rep at WF and other businesses. No robotic "scripts" where no matter what you ask, they seem to just pick a numbered response and "read" the script to you regardless if it applies to what you ASKED or not!

I once mentioned to a WF rep that I specifically order from them because I always reach someone quickly (who seems to be in the USA?), actually seems to listen before reading off some unrelated "non-answer". The rep told me the company actually encourages personalized replies and individual thinking and problem solving. I will remain a customer for that reason alone!

If WF ever becomes like my bank, cell phone, and cable companies, with "robotic" replies after hours of just trying to reach them; and then I'll no longer do business with them. For now, the way they take care of any concern or problem has my loyalty.

Wayfair is my favorite home decor site. I was confused by all of the low scores and thought perhaps they were being unfairly reviewed. When examining the dates of the low scores, it appears that people are most upset with having to wait for their stuff which to me is an unfair criticism in light of Covid.
I've shopped Wayfair for YEARS and as recently as March when I completely renovated a bathroom with Wayfair products. I've always had a great experience and Customer service is always friendly and helpful. Yes, products are a little more expensive than what you may find if you spent hours searching for the same product somewhere else, however, I prefer NOT to do that so I opt to pay a little more for the convenience of one-stop shopping. The only inconveniences I've experienced is that they only ship through FedEx and I don't have a FedEx location near me. Also, you pay for return shipping. That being said, because I do so much business with Wayfair, I've developed a friendship with my Neighborhood FedEx driver and he's always great to stop and pick up my returns. Shipping costs for returns are expected, but they can really add up when you're buying lots of product. They had promotional free shipping on returns earlier this year which was really nice, but I get why that can be costly for the company. Would be nice if they implemented some type of points system based on your buying history that would give you a discount on returns.
Overall, this is a great company with quality product and customer service. Unfortunately, it's a GLOBAL pandemic and EVERYONE is experiencing setbacks and delays, so Yea... you may have to wait a bit longer for your stuff. It's common sense. I just don't think it's fair to fault a company for something which they have little/no control. People should be grateful they have some money in their pockets to spend when lots of people can't buy groceries. If you're still upset by it, take it up with your Left-leaning Governors and Congressman who are keeping stuff closed.
You'll find you'll get your rug and lamp much quicker when everything opens back up.

This is an open review for Wayfair Furniture distributors. Over the years, I have purchased several items in stores and on line dealing with multiple companies and have often been satisfied and happy with the products I purchased and sometimes not so pleased. When a product does not meet your expectations, you now have certain options that include refund, replace, exchange, etc. This is when you must deal with customer service and that is when a company shows it's true colors and in my opinion, Wayfair passes with "flying colors". Although with many purchases I have made, the products arrived in good condition, I write this review for two (2) separate purchases I have made through Wayfair that arrived damaged.
The first time I had to deal with Wayfair's customer service was when a Glass Table that was delivered, arrived "shattered" in the box, noticeably damaged in shipping by careless handlers. I immediately got on the phone and called Wayfair expecting to be given a "hard time" from a company representative, but it was quite the opposite. I was immediately connected to a very polite and sympathetic gentleman who told me they would refund or send a replacement table to me at no cost. I did not have to return the damaged goods, and he apologized to me for the inconvenience of having to dispose of the destroyed table. I am happy to say, a replacement table arrived in a short period of time and I was completely satisfied.
The second, and most recent issue I had was with the purchase of a wooden storage bench that I bought through Wayfair from one of their providers. I could have bought this same bench from a different vendor, but chose to pay a little more to Wayfair because of my previous satisfaction. Unfortunately when the item arrived, the seat top on the bench had noticeable damage (from the factory) and was not mounted properly (hinge screws were stripped). I contacted Wayfair customer service once again wondering if I would receive the attention I did before and I was treated exactly the same! This time, when I told the first lady I spoke with what had happened and requested a replacement part, there was a misunderstanding what exactly I needed and the manufacturer sent the wrong part and it could not be used. Another call to Wayfair and this time I was connected with "Mercedes" who understood completely what I needed and told me she would order the correct replacement part and have it shipped ASAP! The part arrived, which I installed and am very happy now with my purchase, but even more happy with my interaction with Wayfair's customer service on not just one, but three (3) separate occasions and each time was treated by three (3) separate representatives who were kind, compassionate, sensitive to my needs and respectful of my situation. And each time, without hesitation or reservation, immediately attended to my problem. They took customer service to an all time high and I will continue to use them and recommend their company to my family, friends and anyone who wants to purchase products through a reliable company that excels in customer service. I give them a 10+ star rating!

Ordered tile for delivery Dec 22. I have called them almost everyday since then and each time a different story or excuse with no end in sight. If I stop shipment then I have to pay to return the order to California and I am in Florida. I would pay almost the same in return shipping as the order, so I am stuck waiting. It is now Jan. 3rd still no tile and no help from anyone at Wayfair. Customer's bathroom is completely destroyed for 2 weeks waiting on tile and Wayfair could not care any less. Product is in a warehouse 30 min from me for almost 10 days and I can't get or send a carrier, against policy... I guess customer service and satisfaction is also against policy.. UNBELIEVEABLE

The "genuine leather" sectional couch I bought for $4k two years ago turns out to be made of woven cloth with an ironed on plastic veneer. Wayfair refused to do anything about it because it has been over 30 days even though the description was an outright lie designed to scam the customer. Our couch is peeling and needs to be replaced. Wayfair is unethical, scams the customer, and should be shut down.

Wayfair has implemented a business system that allows them to charge customers twice, without allowing the victim to work with them to return the item in question. This is a fraudulent business practice that I do not appreciate becoming the victim of.

I attempted to initiate a return for a broken item by asking for a return label. Wayfair refused to provide a return label and told me to keep the broken item, while a replacement item would be shipped to me for free. This was against what I was trying to do, which was my desire to return the original item.

I am now realizing that this is a dishonest business practice that Wayfair is conducting. They waited for an additional 6 months, then placed a charge for the replacement item on my account. Because they changed their minds? They insisted that I keep the broken item. Apparently because they knew they could get paid for the broken item later when the return window was well closed.

Wayfair has the following corporate values listed on their corporate website: Relentless Customer Focus, Use Good Judgement, and Respect Others. They are directly working against the corporate values that they brag about by victimizing their customers through lies. This is NOT a good reflection on their corporate values!

I WANTED to return the broken item. I ASKED to do this. Wayfair said NO. NOW they say that they have the ability to charge me again, and I have no recourse--I cannot even return the original broken item (which is still in the box in my garage). I OFFERED to return it now and begged for a return label (again, like I did 6 months ago). However, they are claiming 6 months is too far outside of the return window, so the order is officially closed, but then how is NOT officially closed to allow to re-charge me for the same item? Why the contradictory messages? I have to assume that they are just trying to bulldoze their customers so that they feel there is no recourse but to pay them twice for the same item.

Yes, I originally attempted to resolve this through their own mentioned dispute resolution department, but they will not work with me. All of their responses to my complaints are copied and pasted. They do not bother to read through the information in the dispute. They open it, copy and paste, then submit it so that they can show that they "responded". They do not need to respect their customer by actually working with them when all they have to do is prove that they "responded" to a complaint by pasting an answer. They could just paste a part of the phone book and they could claim that they responded.

I wish I had seen all of the other negative reviews from other customers that got scammed and charged for items they did not get. Beware--never order from Wayfair. If you get a broken item, they will not let you return it so that they can charge you for it 6 months later.

So, we was looking to buy a couch from Wayfair website. We saw a few of them and found one we liked that was priced at $399 on sale because of their sales event. My wife said she will think about ordering the couch after she checked our financial position. The next day, my wife went onto the wayfair website to order the couch, but the price had increased back to its original price of $1604.99. We was thinking, man that was a good deal that we missed. Two days later my wife went back onto the wayfair website and the same couch was back on sale for $399. So we picked a color and my wife ordered the couch that was on sale for $399. This price was 75% off on a sale event that Wayfair had going on its website. If you signed up for a wayfair credit card they would give you an additional $40 off the sale price if the purchase was over $100. The original listed price was $1604.99. They had this couch in seven different color options when we ordered the couch, and we selected a color option that we liked and ordered it. We had three color options that we liked.

We received the approval that the purchase had gone through as we were using the wayfair credit card for the additional $40 off the sale price. The first email we received right away said thanks for the order and that the company will be contacting us in a few days to set up the delivery date and time. Two days later, we receive an email from wayfair saying we canceled our order. We did not cancel our order, so my wife called up wayfair to talk to a representative. Once on the phone with a representative the representative said that the couch company canceled the order because the color we ordered was supposedly out of stock. They didn't give us an option to choose another color to replace the one that was canceled, as we had three color choices that we liked.

While my wife is on the phone talking with the representative, she went onto the wayfair website to look to see if the couch that we had ordered was on the website. The same couch from the same company in the same color was on the website for sale, except it was now on sale for $839. My wife asked the representative about this, and they said sorry for the inconvenience with this order because the company canceled the order. If you like we can put the order in for a new couch in the same color as our first choice at the $839 price point but the representative said they would give us a coupon for 10% off the purchase price. We were never offered a replacement color at the original sales price of $399. My wife even asked about this.

We were not going to do the 10% discount as that is an increase in the price of the couch by $360. This is a very poor business practice if they do this to multiple people every day of the year. Needless to say we did not order anything from them and never will because of this shady business practice they did to do to us. Cancel our order then jack the price up higher. I might reconsider our options with them if we get a formal apology from the company and they sold us the couch at its original sales price, but we know the company will not do this.

I hope this helps people in their business dealings with Wayfair, as to me they are crooks for doing a shady business practice. We have enclosed a screen shot of the listed couch price on sale when we were looking at it. My wife has the email confirmations if needed I can send them.

I recently made a purchase on Wayfair.com for a coffee table and sofa sleeper. I placed my order on a Sunday and checked on it the following Monday only to realize that I had accidentally entered my work address for shipping instead of my home address. I immediately contacted customer service to update the shipping address, but was informed that the coffee table was already in the process of shipping and they were unable to update the information with FedEx or UPS. I was disappointed with the level of customer service provided, but decided to let it go. However, when I requested to change the shipping address for the sofa sleeper, I was told that they were unable to do so as the item had not yet been marked as shipped. This seemed counter-intuitive to me as pre-shipping would be the perfect time to correct any errors. I called again on Tuesday and received the same response.

On Wednesday, I received a notification that the sofa sleeper was now marked as "shipping." I quickly went onto the website to update the shipping address, but was met with an error message stating that I could not do so because the item was already marked as "shipping." I called customer service once again and was told that my request had been submitted, but had not yet been approved. They assured me that it would not be a problem and that the address would be updated once the item was on the truck and in the system with the large-item shipping department. I was given a delivery date and time for Saturday between 1-4pm, but the shipping address was still listed as my work address.

I called customer service yet again, frustrated with the cyclical runaround I had been experiencing. The representative was apologetic and promised that the shipping address would be updated soon. She also offered me a 10% coupon for my trouble, but I was hesitant to make any future purchases from Wayfair. On Friday, I decided to escalate my issue and hunt down the corporate information. Finally, when I logged in, I saw that the shipping address had been updated to my home address. I thought my headache was over, but I was wrong.

On Saturday, I waited for my delivery window between 1-4pm, but at 3:50pm, I checked the website and saw that my delivery window had disappeared. I called customer service once again and was told that I needed to wait for a delivery to be scheduled first. I explained that I had been waiting for two days and had not received any calls. The representative looked into the system and discovered that the delivery had been cancelled due to running out of time. She rescheduled my delivery for Thursday morning between 7-11am, which disrupted my work schedule.

I received a confirmation email at 5:10pm, but at 5:22pm, I received another message bumping my delivery time to 1-5pm. I had to reschedule my time out of the office. On Thursday, I discovered that I was not first on the delivery list, but twelfth. However, the delivery men were the best part of the whole process. They were very kind and quick at putting the couch together, although they missed one of the hitches for the sectional portion. I will have to get assistance from a friend to help me complete the process I paid an additional $100+ for.

Overall, I was beyond disappointed with the two-week hassle and now avoid any shopping prompt that shows me a Wayfair item. While the delivery men were great, the customer service experience was lacking and the process was frustrating. I hope that Wayfair can improve their customer service and delivery process in the future.

I recently made a purchase on Wayfair.com for an adjustable bed with a mattress included. I paid in full on September 16, 2021, with a delivery date of September 24, 2021. However, the delivery did not arrive, so I called customer service to inquire about the delay. They informed me that the product had not yet left the warehouse, and a shipping ticket was printed. I was given a new delivery date of October 8, 2021, but once again, the delivery did not arrive. I called customer service again, and this time, they informed me that the product was out of stock and offered to refund my money.

However, there was a catch to it all. When I asked about the mattress included, I was told that it was not included. I insisted that it was, but the customer service representative checked and said that it was not. I had screen shot the ad, the SKU, and the payment made, and I sent an email with the screen shots to Wayfair. The mattress included was removed from the ad, but the SKU matched, and it was not on my invoice. Wayfair was not getting out of this sale, and I said that I did not want a refund. I wanted my order that I paid in full for. It was not out of stock until now, and a shipping label was printed, but the order was never put out for FedEx to pick up. I verified this through FedEx and the tracking number that customer service gave me.

On my third call to customer service, they noted all the calls I made to them and what was being told to them by the warehouse or whoever they were getting their information from. I wanted a comparable product at the same price, but Wayfair refused this. I found the same item sold by the same place, White Noise, with a different SKU and no mattress included. They refused to send me any product unless I accepted a refund. They told me that my item would be back in stock on October 28, 2021, but still, nothing arrived.

I called my credit card company and told them what was going on. I refused a refund because if I took a refund, Wayfair would not have to honor what they sold me and paid in full for the same price or a compatible product for the same price. It's a binding agreement, and if I accept a refund, I refuse the refund by law, and they have to honor that sale and make it happen to deliver what I paid for. It's a fraudulent sale, and I told this to the credit card company and to Wayfair customer service, who was supervised. She said they could change the pricing whenever they chose to, but I said they could not on an item I already paid for. If they refunded my money, they would be doing so without my permission. She said the item was no longer available and would not be, so they had to refund my money first. I said no, that's not an option.

I found the exact same adjustable bed base from White Noise at the same price without a mattress. There was no way I was paying two times or more for the same thing I already paid for six weeks ago. Wayfair said the item was lost in transit, and they do not replace those. I said that was a lie because it was never shipped. I had proof from FedEx, and they were lying and changing the notes in the Wayfair system. If it never shipped, it couldn't be lost in transit. Even if it was, they had to replace it. Wayfair refused to do anything except refund my money, but I was not accepting this.

I am getting in contact with a class-action lawsuit attorney for fraudulent sales and service and advertisement. Does anyone else have a similar issue with Wayfair? Watch the class-action lawsuit online for a possible consumer class-action lawsuit against Wayfair starting between November 2021 and into 2022. I'm not going to be put through this by a multi-billion-dollar company that drops sales products, rips off consumers fraudulently, and makes no attempt to honor their sold items or replace damaged goods without charging consumers a return shipment fee. They charge consumers more than what the advertised sale ad states. Buying online, screenshot every detail of the ad, invoice, etc. It makes a difference if documented. Without screenshots, it's the consumer's word against mine. They rewrite their system to make their fraudulent practices disadvantageous to the consumer.

I gotta say, I'm not a fan of Wayfair. I mean, why bother shopping there when you can get the same stuff on Amazon or even at Dollar General for way less money? And when it comes to quality, Walmart is where it's at. I'm not even a Walmart shopper, but I've seen way better stuff there than what Wayfair has to offer.

I did some research and it turns out that Wayfair is basically just another one of those knock-off import peddlers from China that we all hate dealing with on Amazon. The only difference is that Wayfair jacks up the prices like crazy.

I made the mistake of ordering a standing, mirrored jewelry armoire from them right before the pandemic hit. I only just got around to opening the box recently, and boy was I disappointed. It's too late to return it now, and the 3rd party seller return process is a nightmare. It would cost more to exchange it than to just toss it out on the curb and hope my trash service doesn't charge me extra to haul it away.

I spent twice as long as I should have researching the perfect jewelry armoire based on all the fake reviews on the site. I also spent three times as much money as I should have because I had some very specific needs and specifications. I wanted a wood that matched the Tiger Maple antiques we have in the house, a full length mirror, and carvings that would mesh with our existing furniture.

But when I opened the box, I was absolutely disgusted. The "wood" they advertised on the site was actually just plain, dark matte brown painted pressboard and plastic. It didn't even have a wood grain! At least big box furniture stores have the decency to paint on a fake veneer wood look. This was just plain brown paint that was horribly scuffed.

And to top it all off, the full length mirror was broken due to poor packaging. They didn't even bother to put any protective foam over the mirror. They just wrapped it in cellophane and hoped for the best. The assembly instructions were terrible and didn't even attempt to bridge the language barrier. Once I finally got it put together, it looked like something you'd find on the curb waiting to be picked up by the trash truck.

The interior wasn't as advertised either. And it stunk! Like, it actually smelled horrible. The interior was made of real wood, but it was like weak balsa wood that you'd find in a toy. It could scratch your jewelry because it's in need of a good sanding. And there was no protective velvet backing on any of the interior. It was just poorly constructed, scratchy, splintery wood.

I can't believe I spent twice as much money on this piece of garbage. I could have spent a quarter of the price and gotten nearly the same thing on HSN, made from actual wood with a safe, satisfactory interior and a mirror that wasn't broken.

And get this: I did some digging and it turns out that almost all of the products sold on Wayfair are cheap crap imported from China. They just warehouse it here in the States so they can pretend it's made in the USA. Even their "imports" from other places originate from China. But that's not even the worst part.

When I tried to log into my account to view my purchase and compare it to the displayed photo, I couldn't remember which email address I used. So I tried all four of my emails. And guess what? Their system established a new account with each login attempt! I did not have more than one account before this. I don't know if they're trying to make it seem like they have more accounts signed up than they really do to impress investors or what, but it's just plain wrong to create new accounts each time someone tries to log in.

So, would I shop at Wayfair again? No way. Do I recommend them? Absolutely not. I wouldn't trust their products, and I definitely wouldn't trust them with my personal information.

Me and my hubby were looking to buy the Winners Only, Inc. Quails Run 6 Piece Dining Set from Wayfair.com. The price was $663.00 and the description said it included the table, 4 chairs, and bench. We made sure we were buying the set and not just the table. We went through the checkout process, confirmed the item and clicked submit. We got an email confirmation but I didn't really review it in detail, just the amount.

Two days ago, I received an email stating the item was being shipped. Yesterday (9/16) I was measuring the space to see how I wanted to arrange the other furniture to make it fit. I opened up the confirmation email to get the exact dimensions, and to my surprise, the picture displayed with my email isn't linked to the product any longer, rather goes to the Winners Only, Inc company history on Wayfair.com---odd?

I went directly to wayfair.com and typed in the item itself, which again, brought me to the Winners Only, Inc. company history, rather than the item. Thus, I just a generic search for "Quails Run" which the dining set no longer showed up. Concerning? Yes.

I then went back to the email to read all again and noticed the description dropped the "6 piece dining set" and just said table. Sketch yup!

I called customer service and told him the incident, he fed me any odd lines. In one instance I said I had a screen shot of the item being part of the set and he told me that if that's the case, to send him the screen shot and they could take care of it. Really? As we were on the phone, I did a quick Google search of "Wayfair complaints dining room set" and of course, similar stories came to the top. Shocking? Not really.

I told him this looks like it has happened to many customers, he said "you can't believe everything on the internet, I mean if you do a Google search of September 11th people embellish how many people died..." SERIOUSLY? He compared my situation with an American tragedy. No thank you. I asked for a manager.

Manager came on, was very polite, but was trained to be a broken record saying "I can understand how you feel," "I'm so sorry to hear your experience wasn't positive." He told me the website doesn't traditionally work like other online sites like Amazon or others online consumers are used to. He stated when you go thru the checkout process for dining room sets, you have to select the "set" items in the right hand side.

Clarification: I am purchasing a set but have to go ahead and select the additional "set" items from a list, otherwise it will just be the table, even though in the description it says it comes with those items? Odd. OK.

I said ok, let's go through that exercise. I chose another "Winners Only, Inc" dining room set on their site, looked to see if there were those "clickable options" as he described, didn't see them, hit the "add to cart" button, which brought me to the 3 step checkout process. Didn't see an area there to click the add chairs, still looks like you are getting the entire dining set. Put in my credit card to verify the purchase -- still nothing.

I told him there are no options as he described. He asked what item I was looking at, told him -- I went through the process again with him. Funny enough... page doesn't work any longer. I couldn't add that product to the cart. Ironic? Prob not.

I did this with another company dining set, went through the checkout process, didn't see any "options" again. Told him, again... he asked for that item. I told him no.

I could see this wasn't going to go anywhere as he was feeding me line after line and calmly stating over and over "i can understand why your frustrated."

I cancelled the item, told him to reroute it back to them and went on to write a negative review -- OHHHH but you can't, the site won't let you submit comments, nor will the site let you comment, hit the "no" buttons on "was this comment helpful". Try it! It will let you hit "no" show as if you submitted it -- HIT REFRESH, ohhhh its gone? That's weird... nah, they rig the site...

Be careful, take screenshots if you are purchasing a set of any kind!

I recently ordered a bed frame from Wayfair and while I did receive the product on time, I had a lot of issues with their customer service. When I opened the package, I realized that I had received two left side rails instead of one for each side. I called Wayfair to get a replacement part and they said they could send it out in a few days. I asked if they could expedite the shipment, but they said it wasn't possible. So I waited an additional 10 days for the replacement. When the new part finally arrived, it was the wrong part! It wasn't a side rail at all. I called again and they said they would send out the correct part and have the shipping process expedited. Mind you that they said the process could not be expedited when I called them the first time, but all of a sudden it was possible.

I got an email later that afternoon telling me the replacement had shipped via FedEx, along with a tracking #. The next day, I checked on FedEx to see where the product was, but FedEx showed no record of having picked the item up. I called FedEx and had them do a trace, and in the meantime followed up with Wayfair. The person in customer service I spoke to assured me that the product had been picked up on Monday night and that I would receive it by Wednesday night. When I pointed out the FedEx did not show it as having been picked up, he told me that sometimes FedEx doesn't reflect their pick ups in a timely manner, and that he had confirmed directly with the warehouse that the item was sent.

Later that day, the FedEx driver called and told me that they hadn't picked up anything on Monday night, and that this warehouse was actually closed that week for inventory. Still, I thought that maybe FedEx had a mix-up and that my product was still coming. The next day, I called Wayfair again and spoke with a Rachel. Rachel told me that the product had not shipped out on Monday night (as Josh had assured me that it had), but had shipped out Tuesday morning, and that I should receive it by Thursday night. I pointed out that FedEx still wasn't showing the item in their system and told her about my conversation with the driver about the warehouse being closed. She assured me that the item had been shipped.

Thursday morning I called Wayfair again since FedEx still hadn't shown any status update. The rep I spoke to then said that the part had never shipped out because the warehouse was out of stock. I asked when they received this info from the warehouse and she told me the night before. When I asked why no one got in touch with me to give me an update she told me "probably because no one got around to it." She then told me that I could either have a completely brand new bed shipped to me or get a full refund, but that the new bed wouldn't ship out for another month. I opted for the refund and asked her what I should do with the incomplete bed I had in my apartment. She said I could do whatever I wanted - didn't offer to send anyone to pick it up or anything.

I now have to deal with disposing of bulk furniture on my own. On the email they sent confirming my refund they had the nerve to tell me I should hold onto the product and packaging for two weeks in case they decide to retrieve it, as if after all that I'm going to provide them with free storage. When I first looked up Wayfair I saw a lot of the negative reviews but took them with a grain of salt. I decided to take a gamble because they had a product that I really liked. I really wish I hadn't. After over three weeks and hours on the phone, all I have to show for my order is an incomplete bed that I am now responsible for throwing away.

I hope someone takes this review more seriously than I took the negative reviews that I read. I'm at a loss to explain how this company is still even in business. Whoever is in charge of customer service at Wayfair needs to be fired. If you see something you really like on this website, make a note of it and order it some other way. Spare yourself the headache of dealing with this company.

I just bought a gazebo from Wayfair and let me tell you, it was a complete disaster. I spent $2100 on this thing and it was supposed to arrive in two weeks. When it finally got here, it was only one box and it weighed 250lbs. I thought that was strange because the gazebo was supposed to weigh 550lbs. When I asked the delivery team about it, they said that was all that was on the order. I contacted customer service and they said the same thing. They claimed that all the wood, metal hardware, and roofing panels were in that one box. I was skeptical but I went ahead and scheduled some friends to help me install it the following weekend.

Right before my friends were supposed to come over, Wayfair called me and said that there was another box in their warehouse that belonged to me. They said they were sorry and that they would send it out but it would take another week or so to get here. My friends couldn't reschedule so I decided to pay the extra $600 to have Wayfair assemble it for me. They contracted the assembly through Handy.com and they scheduled two guys to come out and install it.

I took all the parts out of the boxes and had everything waiting outside as instructed. The guys arrived and seemed nice so I left them to work and ran to the store. A little while later, one of the guys called me and said that some vital hardware was missing or incorrect and that they wouldn't be able to assemble the gazebo without it. He said that due to the part being a special part and the product being out of stock at Wayfair, they had no idea when the replacement part would come. He offered to contact Wayfair and get the part from a contractor supply place he works with. He said that I could either request a refund through Handy and pay him to come back and install it or reschedule through Handy but that might take longer.

I appreciated his help and told him to handle it. I felt bad that they came out for nothing so I tipped them both. Five minutes later, the second installer came back and tried to give me my tip back. He said that he felt bad for accepting it because he believed the first guy (they are both independent contractors that Handy scheduled together) runs a scam. He said that apparently, this other guy is known for taking vital parts out of the hardware kit when no one is looking and then claiming that the product was shipped without the parts. He then offers to help get a refund for the incomplete item and set up a different installation directly through him so that he gets paid twice. He showed me messages between contractors to prove it.

I was so angry that the gazebo I purchased and was excited to have installed before Memorial Day weekend was not going to be put up because of what sounded like a man's lack of integrity. I called Wayfair and voiced my frustration at the entire experience from shipping to the trainwreck drama-filled installation. Their response was shocking. They just said, "Sorry bout all that, we will reorder the hardware pack, may take another week or so for you to get. We understand you not wanting to reschedule through Handy for installation. We will request a refund and recommend you pay a different installer of your choice. If the request is approved it will take 3-4 weeks to issue you the $600 dollar refund for the installation, have a good day."

Their lack of empathy was unbelievable but unfortunately, it's 2021 and this sort of response is par for the course. Overall, it was a terrible experience and I would love to return the product and never deal with any of these companies again. However, gazebos are seasonal and sold out just about everywhere so I am forced to continue with this nightmare. Instead of enjoying my purchase over the holiday weekend, I will be cutting and pasting this review all over the internet to help others avoid this type of headache, if you can.

I have used Wayfair a couple of times, but I will never use it again. It's a real buyer beware situation. Wayfair has no criteria for determining whether a product has the features it advertised. The return process is designed to be as inaccessible and as much of a hassle as possible because Wayfair is betting on you not putting up with the effort. Their vendors know and exploit that as well. So, if you're thinking of buying something from Wayfair, stay away.

The breaking point for me was a fan I ordered. It was labeled as "smart enabled" using Wayfair's categories. Now, "smart" is legally ambiguous, and that allows companies to throw it around like a buzzword. That's exactly what this vendor did. But, most people's meaning of "smart" is the capability to connect to a smart device such as an Alexa or a smartphone and be a part of a smart home. They made the phrasing intentionally misleading to make the fan seem like it was smart with a few other typical features (included remote, lighting/timing functions, etc).

I won't get a lot of smart devices because operations like loading your laundry and cooking are still very much manual processes, but a fan is different. I purchased it because I was told it was smart, and a remote control is not good enough because if you lose that remote or it stops working, you are screwed and can no longer leverage those features you paid for. With a smart fan, you control it from your phone, so you can always get into the app and control your fan even if you need to replace your phone. I also already paid a contractor to install it which, through Angi's list and given the demand at the time, cost me an upcharge of $300 before finding out the fan I bought was not actually smart.

I voiced my concerns to Wayfair about the bad practice of the vendor, the first couple girls agreed with me (I started on chat and one gave me a phone number after determining resolution had to be escalated to management then talked to another girl on the phone who spoke with a manager), but the manager determined that it was okay what the vendor did because "although confusing they listed the smart features," and "if they had an app and WiFi then they would have listed such," which is utter bs. You can't just call something smart that isn't smart, rail off a few features, and not expect people to expect the product to be smart on top of those features. What's more is the first girl filed a report on the vendor to clarify how the fan is smart after basically admitting to me that Wayfair does not get these things, and will basically let the listing stay smart as long as they clarify what their interpretation of a smart feature is, even if it isn't actually smart. That's like if I sold a cordless phone and called it smart because it was wireless in hopes of hoodwinking someone into buying it.

The resolution was to choose between a full refund for the fan or a partial refund and keep the product, and I had to eat the $300 loss for installation I never would have had to spend otherwise if the product was labeled correctly. But what really got me was when I called back to finalize my decision and I got the most uncaring, belligerent manager who told me that I'd have to uninstall it myself, costing me more money for this fan I would not have to pay for if Wayfair held their vendors to a higher standard of honesty. I'd also have to handle printing the return label, which is one last slap to the face in a digital age where there are so many companies who offer paperless solutions, and I myself, being a new homeowner, do not have a printer.

This is all by design, honestly. To return the product to Wayfair, I will be spending $200 more than I am getting back on top of the $300 Angi's raked me over the coals for, but I'm doing it because I don't want Wayfair or this vendor to have a god damn cent of my money, and I want a smart fan (I'd uninstall it myself, but I'd probably get electrocuted since I have 0 experience with this).

Wayfair is betting on you not taking the effort to return their $#*!. They make it as much of a hassle as possible and as inaccessible as possible to keep your money because they're hurting for it. Vendors also know Wayfair has their back and how much of a pain it is to actually return something after installation, and write the most vague and ambiguous descriptions to oversell their products.

I find a small solace after the call in looking up Wayfair's quarterly reporting to see that they are significantly down and in the middle of a "growth hangover" with a consumer rating of 1.75 and not even profitable. It's good knowing their practices aren't being rewarded.

Hey everyone,

I'm writing this review to share my experience with Wayfair, and let me tell you, it has been a frustrating one. I've had a hard time getting a refund and following up with representatives who don't seem to know what's going on. And let's not forget about FedEx and Allstate insurance.

At the end of September, I spent an hour chatting with a representative who assured me that they had all six chairs I wanted to order. I confirmed this several times during our conversation, and I received a confirmation email stating that all six chairs would arrive on October 29th. I was thrilled!

However, October 29th came and went, and I wasn't able to reach out until November 1st. At that time, the update showed that the chairs would arrive on November 2nd, and I was expecting all six chairs. But when the shipment arrived, it only contained three of the six chairs. I was disappointed, but I received an email later that day stating that the other half of the shipment would be arriving soon.

On November 14th, I called and spoke with a representative who told me that the other three chairs were out of stock, and there was no date for when they would be back in stock. He also told me that there was a pick-up slip that went out to FedEx, but they never responded to it. When I asked if the chairs were at the warehouse, he couldn't confirm.

I explained the chat I had prior to placing the order, where I was told that all six chairs were in stock and would be delivered at the same time. He said he could refund the money for the three chairs that hadn't arrived and for the Allstate insurance policy that I purchased. He would send boxes and return labels for the three chairs that were delivered, which I needed to return with a November 22nd pick-up date that he scheduled for me.

On November 17th, I received an email saying that they were checking with the warehouse to see if they would even be wanting them back. I called on November 18th to talk to another representative and to ask why my refund for the three chairs that were never delivered had not posted to my account yet. She told me to wait another day or two, and if the refund had not posted, to call back. At that time, they would have to create another form to find out why the refund had not been made and to try and set up the refund again.

Today, I had time to call while waiting for my flight to return home and explain the situation one more time. She said that the refund had not been initiated yet, and she didn't know why. She also couldn't provide the boxes for the three chairs as the first representative promised. I would now need to buy the boxes for the three chairs I'm returning. I explained that I would not return from my trip in time before U-Haul closed for the night. I asked if they would even be picking the chairs up because I still don't have return labels nor have I been credited with a refund for the three that never were delivered!

Wayfair told me on November 19th that my refund was on its way, as was my Allstate refund. I also hadn't received an Allstate credit either. I asked to speak to a supervisor.

I shared the story with the supervisor, and she said there was nothing she could do but refund the $8+ shipping for my returning the chairs, and I could put that towards the cost of the boxes. I tried to stay calm and tell her that the problem was on their end from the beginning. She did notice that the previous two people had not put in to refund my money on the three chairs that I never received. She noticed that there was a ticket for the other three chairs to be picked up from the warehouse, but FedEx never acknowledged.

I asked if the chairs were still there, but once again, she couldn't confirm. I get that there are supply chain issues, but when it's confirmed several times that all six are in stock, I expect my order to be fulfilled.

I still have no resolution from Wayfair, no information on when the insurance money from Allstate will be posted, no information on why FedEx didn't pick up all six chairs to be delivered on November 2nd, and no information on why they didn't pick up the three chairs later that week to deliver them. If the other three chairs are at the warehouse, why isn't that being figured out?

For all the trouble, Wayfair offered me a 10% coupon off one item in the future. I'm not thrilled with the customer service at Wayfair or their assistance, speed, or help to correct the matter. And as for FedEx and Allstate, I'm sorry to bring you into my frustrations. I had hoped to have six nice chairs for Thanksgiving.

By the way, the supervisor I spoke with today said she was the last stop. There was no one else I could speak with. This is the reason for my post on Facebook.

I'm fuming and frustrated.

#Wayfair
#Wayfaircustomerservice

Wayfair is a website that sells rugs and other home decor items. While their rugs are of good quality and reasonably priced, their customer service is not worth the hassle. I had a problem with my second rug order where I received the wrong rug. I contacted Customer Service and worked with a nice representative in their Bangor, ME office. He asked me to email him a picture of the rug I received, which I did. He agreed with me that it was not the rug I ordered and promised to get back to me. However, I never heard from him again and instead received another box containing the same wrong rug I already had.

I left voice mails and emails for the representative but received no replies. I called the main number and got another representative in their Texas office who agreed with me that the rug I received was not the one I ordered. I asked her to research the issue and before she did anything, I wanted her to answer four questions. She promised to make my issue a priority to be solved but it took two more days before I received an email from another representative who told me that I was mistaken and the rug they sent me was the right rug all along. They offered to waive the normal return fee as a token of their apology, but it sounded to me like they were doing me a favor for my inability to compare pictures of two rugs side by side.

I have now spent about 10 or 12 days talking to four customer service representatives for about two hours of my time and their time and I am no closer to understanding what happened or the answers to my four questions. Wayfair has spent probably four or five times their potential profit from this small sale on customer representative and warehouse time and in the process made me an angry ex-customer. Their customer service is worse than horrible and seems planned. It seems the regular way they do business and not a mistake or goof up.

I have sent emails to the representatives asking them to call me so I can find out what is really happening. I am curious to hear the excuse for this strange reply. The two rugs in question are not the same, and I would guess that 99 out of 100 people would agree. Why in the world would they try to convince me of that rather than just say sorry and refund my money? This makes no sense whatsoever.

In conclusion, while Wayfair has good quality rugs at reasonable prices, their customer service is so poor that I would not trust them with a large dollar purchase. They strike me as a company that may not be around much longer.

I received a message on my phone that i had ordered an air purifier. I did not place the order, so I immediately went on app and tried to cancel the order and closed my account. I then went to bank and closed my card and placed a fraud report. Wayfair has denied my fraud reimbursement twice. They say it was delivered to my house when I have a screen shot on my phone showing the address of delivery to CA. I live in Florida. I do not know anybody in CA.

I have attached address where the delivery was set up for.

I never initiated or gave permission for anyone to use my card and order this. Information on order is below.

Order Details:

Order #: [protected]

Tracking #: [protected]

Estimated Delivery Date(s):

Sat, Jul 8

Delivery Address:

Nixie Turner

13145 Brookhurst st

suite A, PT291, Garden Grove CA 92843 ([protected])

Jacksonville, FL [protected]

I am a senor citizen on a limited budget. I ordered 2 sets of bifold doors which were delivered. It took me 2 weeks after your 30 day return policy (which I was not aware of) to get a handyman to come over to install the doors. When he opened the boxes the doors were the wrong size. The boxes were much longer then what was inside so I never would have thought the doors were shorter. I apparently ordered the wrong side.

I immediately called customer service who explained that I was past the return period and that he could not override the system He said that he would send my problem to management who would call me in a few days - it's almost a week and I haven't heard from anyone. I really need to return these doors - am will to pay the freight but without a refund I cannot order any doors of the correct size. You do not offer the correct size. PLEASE HELP ME.

My order number is3854100382 Thank you, Adrienne Levine

During the months of June and July, I waited for Wayfair order # [protected], a futon mattress. In mid July, I received messages from both FedEx and Wayfair that the mattress had been delivered – two different times I was sent messages, but at neither time was a mattress received.

I spoke with a number of representatives at both Wayfair and FedEx. The contacts at Wayfair were Rebecca, Jasmine, and Lottie. When no mattress was received by 7/29/2023, I was assured by Lottie that there would be no charge for the mattress. Since by that point, I did not want the mattress, I was told that if it was delivered at some future date, there would be no charge – I could keep it or donate it. Imagine my surprise when Citibank then issued charges in the amount of $ 199.01 for the item. I contacted Wayfair who explained that I would need to update Citi Retail Services.

I have asked the Billing office to move my payment date from the 2nd of every month to the 14th of every month. No compliance. When I do contact them the always give me an amount higher than the actual payment. They tell me it's a late payment. I don't understand when I pay currant month plus late fee and the upcoming month. I opened this account 6months ago total owed was $679.00 My but out is $629.84 how can that be. total rip off

I Have placed an order with Wayfair only to receive part of the order and to be told that the second half was damaged and the second half would be reordered...Again I only received one box and the second half was arriving in a day or two...I have tried to explain to customer service that I already have a box from the original order and was told that I should wait two weeks for someone to contact me and if I dont hear from anyone I could give it away or discard it..IT weighs 52LBS...

This issue has been going on for a month and I still dont have a complete order.

I suggested as a make good, they should send someone out to assemble the order and set up for return of the excess box sitting on my patio ..

I ordered cushions on August 12 and paid with PayPal. On August 13 it was refunded with little to no explanation other than "something not right?' I have bought items from Wayfair on and off for years with same name, address, payment with no problems. All of a sudden I'm not getting an item on sale with no attempt by your company to contact me. I used the same email and phone also for years. It feels as if an attempt to get me to buy it at a higher price. Over last few weeks attempts to call the number given is useless. It says will be at least 71 minutes to talk to someoneT no matter what day or time I try. The chat didn't work. Nobody returned my emails. My order #[protected]. Can't say how bad your Customer Service is. Michelle Grosse

Wayfair Order #[protected]. Ordered a mattress topper for my son away at college. Wayfair thought that the shipping address was wrong, so I received an email stating that if the shipping address was in fact correct, then no action was required on my part. I took no action since the address was correct, but then the order was cancelled anyway. I certainly can't be the first person to have something shipped to a child off at school. I called the number on the email and waited on hold for 55 minutes until someone picked up. I gave my order number and they placed me on hold again and then disconnected me. Tried the DM online chat but they won't help, stating it is the Security Service Team problem. I've now been on hold another 30 minutes (started again 1:12 EST) waiting for someone to answer. I've also posted updates on all this on your Facebook page but no response from that either.

I have yet to receive my order, an outdoor wooden sit bathtub. Each time I call to see what the delivery date the customer service person I chat with gives me absolutely no information regarding the date. Many times, they contradict what the last person I spoke to told me. I just got off with a supervisor, Helena and she is the rudest person and contradicted what I have been told over the past week regarding the delivery date. Once again, she can only give me estimates and then, told me it could be up to 30 days. This is the most absurd company and I have talked with the actual manufacturer of the bathtub and they gave me the shipping information and the date it was shipped from their warehouse, August 1st. It is now August 14th and the supervisor told me it will not arrive at the Wayfair warehouse until the 16th (Denver) and they need 2 days to review the product and then, would reach out to me to schedule a delivery to our house, which could be within 30 days! This is outrageous and has cost us considerable money as we were told it would arrive by August 6th through the 10th to our house. The customer service is the worst I have ever seen. You can never cancel an order even if the provider cannot meet shipping dates given by Wayfair. Do not use this company, they have no customer service.

The company won’t deliver my items and only offered to fedex it. I have have had in the past had the same items delivered by them before now it’s a problem? I’m relocating to another state the leasing office at my new location will let them in. FedEx will only drop off at the mailbox I will not be there on the delivery date so either they will leave it at the apartment mailbox or if they need a signature they will return it. I know for a fact that they do deliver these items my brother works for the company.