Wayfair
Reviews and Complaints

Horrendous customer service experience!...

Many promises and commitments not honored!

Horrendous delays, 3 months to receive what was to take a week.

Over this time frame it almost always showed as available on your system with a quick delivery promise... False advertising!

Several emails and calls not returned. Alot of apologies but very little follow thru.

Promises of refunds and assembly scheduling were ignored

My previous experiences w wayfair were great, this one has me fuming.

Michel

[protected]

[protected]@gmail.com

Already contacted the Company/Manufacturer.

Missing gazebo roofs parts vital and other parts needed new holes. Manufacturer offered $200.00 to find new parts (thats impossible), to return the entire thing ( impossible) . We will need to have a whole new roof Im asking for a $500.00 refund to have someone build a new roof for us.

Very disappointed as I was told Wayfair was very good about customer service and honouring the products they sell.

I ordered a tent/backpak combo last March for $71.00 and received only the tent 2 weeks later. Called customer service and they said they would send the backpak but I received another tent another tent two weeks later. Called cust svc and she said she would put the order in for the backpak. Now here in August I still have not received the backpak. Called cust svc and after an hour of discussion talked to three agents including a manager all who would not help me because I didn't have the order number. Why is it that two agents could help me before and now they won't. These tents sell for 30.00 on Amazon. I am out 41.00 and still no backpak. Plus the bewilderment of the worst cust svc I have ever experienced.

I have waited since May 26 for the right hardware for a desk I bought from Wayfair. The "correct" hardware was sent today from China after nearly 6 months. It is NOT the correct hardware, it's the same hardware. I have barely an inch between the bottom of my desk and my keyboard drawer. I cannot close the drawer with my mouse on the drawer because it slam the mouse into the underneath of the desk. The second set of hardware sent is still the same wrong hardware. The height of the drawer makes typing difficult. Lowering my chair has me sitting in the wrong position.

They will only give me a refund of $30 towards a keyboard drawer that works properly. DON'T buy large furniture from Wayfair. The first piece I bought came without legs. SO I had to wait for 3 weeks after we had put it together to get the legs for the sideboard.

I will not be buying anymore large pieces of furniture from Wayfair. I feel ripped off at this point!

I sent this email on the 29th July not to have a reply

I am writing to you regarding the above order. I have written multiple emails over the last 4 months, including phone calls to try to resolve this matter.

I have asked on several occasions for my case to be escalated and to speak with a manager and this request has been repeatedly refused.

In April 2023 you provided a product with missing parts. As per your policy I requested these missing parts, only to have this order cancelled 2 weeks later. I have then waited patiently for these parts to be delivered for 4 months. Over this time I have been repeatedly provided with incorrect information. I have had my order cancelled and told I have the parts on 2 different occasions. This is despite explaining that I do not have the parts in numerous emails and phone calls as I have erected the product and it would have been very clear if I had the 3 missing parts due to them being made of iron and being 1 metre long in length!

This product cost me over £300 and was purchased in April to work under during the summer months. Currently, I have paid just over £300 for an iron structure that has no roof. Therefore, it is not fit for purpose. I have been reassured that the missing parts would be delivered in June and July and both delivery dates have come and passed with no parts! During one phone call I was told that the parts were in transit from Cardiff and should be with me the following week, only to have an email shortly after telling me my order had been cancelled.

After my parts did not arrive again, I followed up with an email and have now been told that the parts have been discontinued.

You have offered a 35% discount to keep the product, which is not acceptable based on the product not being fit for purpose.

Additionally, you have offered a full refund if I return the product. However, as stated previously this is a 3 by 3 metre iron structure. I am a single parent and it originally took my sister and I over 4 hours to erect. It has now been erected in my garden for 4 months awaiting the parts to be able to complete the build.

Understandably, I do not have any of the original packaging and I do not know how I am supposed to now deconstruct this, package it and get it ready for your couriers. This means I will incur more costs having to buy sufficient bubble wrap and packaging to send it back to you, not to mention the time and labour it will take to now dismantle it all.

I have explained that this is the situation for the last 4 months and have been reassured that the parts will be with me. Moreover, due to the inconsistent information I have been given by Wayfair I feel incredibly anxious about sending this item back to you and actually getting a refund based on my horrendous experience with you over the last 4 months. I have absolutely no trust whatsoever in your processes or service.

Your attempts to resolve the problem have not been satisfactory and you claim there is nothing more you can do to help me. Moreover, taking into consideration the inconvenience, stress and time this whole ordeal has caused, I believe I should be offered a full refund regardless of returning this product.

The emotional stress and upset this situation has caused is unbelievable, in one of my calls to your staff I actually ended up in tears due to how rude and unhelpful they were and their refusal to let me escalate my complaint. Not to mention the fact that I am a self employed counsellor that offers low cost counselling to young people and this product was to create an outdoor therapy space which has never been able to come to fruition!

I feel that we have reached a deadlock situation, and, therefore, I am left with no alternative but to take my complaint to the ombudsman.

Please issue me with a letter of deadlock so that I may refer this matter to the ombudsman.

If I do not hear from you within 14 days I shall assume you are in agreement that this case has reached deadlock and I shall refer my complaint about you to the ombudsman without further reference to you.

Yours faithfully

Purchased a set of black and white towels from Wayfair.ca in July. They were delivered on July 13. Absolutely the worst towels I have ever bought. They are ridiculously thin and don't dry you, and they leave black lint all over your body. Have had no luck contacting Wayfair customer service. I am unable to file a return request since I have been unable to upload a photo onto their website. Incredibly frustrating. I am livid. Total waste of money. Will not be purchasing anything from Wayfair after my latest order arrives.

August 1st, 2023 I received a call from Wayfair phone number: [protected]. I said hello four times. There was no reply on the Wayfair side. I am a senior citizen, I just ordered two pillows standard size Order Number: [protected]. Did this person from Wayfair try to get my Visa Card Number and order items on his or her name. I was viciously attacked and I am very worried about phone calls who call and do not reply Hello. Please look into this matter. If there was a criminal act performed by one of your employees my bank will look into this and I will go to the police and I will go to Mitsumi Takahashi our news lady in Montreal. Thanks. I want a reply from you. Lesia Dacko email: [protected]@sympatico.ca

This cabinet was delivered on June 7th, 2023. I was out of town and didn't arrive home until late July. The box was damaged and taped up to hold it together. We started to put it together only to find out that it was not only damaged but parts were missing. Finding out later that the 30 day warranty was up, I contacted customer service with them saying they can't help me. I wanted either a replacement of this damaged item or a refund. Again the answer was no. I am now stuck with a damaged cabinet that cannot be assembled nor is it of any use and no one to listen to me other than, the 30 days are up. I was away when this item was delivered. I need help as it is a lot of money I am losing. By the way, the box was thrown out because it was severely damaged and of no use. Order #[protected] I paid 459.99 and would like a full refund. Thanks.

Below is the photo of the item as displayed on their website.

I ordered a full sectional couch online for $2,500 and I was sent four pieces of it. Was told that was my full order but the add clearly says 6- pieces sectional. I very much like you to honor advertised sales as shown in add, I feel deceived and would like full explanation for the continued add. No one in the right mind would buy four pieces of a sectional for that much money let alone for $4,000.00 original price. I need to know why this deceitful practice is going on and when is it going to stop, also, if I am going to receive the missing pieces for the price asked or should I get an attorney to resolve matters. That is false advertisement with intent to deceive customers and I am tired of being played.

I had a Murphy bed installed. The first technician came. It was supposed to be a two-person job but instead, one person came due to a App error on Angi/Wayfair's part. After 5 hours, he was still unable to complete the assembly and did not bring the appropriate tools to get the job done and had to use mine. Parts of the bed were not properly secured, hence leaving me without a safe bed to sleep on. I called and complained about this issue and was told that a supervisor would personally contact me to secure another round of technicians to come out. I never was able to get ahold of a supervisor. Instead had to schedule to have two more techs come out A WEEK LATER. Needless to say, one technician Omar, had previously texted me asking if I wanted to cancel my appointment, to which I replied no, I wanted to keep it. He was a no-call/no-show. Only one other technician arrived at a later time than originally scheduled and was also unprepared with proper tools and equipment AGAIN. This is completely unacceptable and I expect to be reimbursed fully & compensated for the waste of time and effort on this front.

Bought an oversize Electric lift recliner By Red Barrel that was delivered damaged from Wayfair Im unable to assemble chair due to the left arm bracket was delivered damaged. See pics below.

I paid 488.00 including protection fee to have it sitting in a box cluttering up my room. So I then call customer service who advised to send pictures of chair, which I did and they sent a email asking if its okay to send the bracket instead I said no, unless they are sending a repairman with it. I haven't heard anything back from them yet.

Order number [protected]

I am a consumer who have purchased items from Wayfair on occasion and I had to call to speak with a representative of Wayfair about an adjustment in price and the matter in which they handle me and the problem was horrible. I will NO LONGER purchase anything from Wayfair and I want my money to be put back on my credit card in a timely fashion. They need training.

I recieved my yellow chenille sectional today. I am very unsatisfied with many aspects of it. Firstly there were not enough screws and wing nuts to assemble it. I had to drive to Home Depot and purchase alternative items. When I was putting on the arm rests with the zipper, it simply would not zip up. I have taken videos of this to show how not user friendly this process was. I have a brain injury and the time and energy was so stressful I thought I was going to have a seizure it was so stressful.

I am in the end not satisfied with the product after all the work it took me to put together.

The receipts for the materials I had to buy are at my other address and I can provide them if needed

Ordered 26 June, one box delivered 10 July as promised. Contained only half a chair - seat, sides and armrests. Called Wayfair. Said other box delivered week previously. NOT TRUE. I was not told to even expect two boxes.

On my calling, Wayfair said they had arranged with FedEx to email me a return label and have this enormous box picked up for return in 2/3 days.

I called today, 14th, and was told Wayfair was not picking it up, it was not economically viable for them to do so. I explained it would cost me $50 to have it taken away they said "so sorry". I asked for the head office address and the person called Shay on the phone said they do not have that information. When I asked to speak to supervisor they said there was no supervisor.

THIS IS ABSOLUTEY UNACCEPTABLE AND OUTRAGEOUS BEHAVIOUR on the part of Wayfair. How dare you treat your customers in this fashion.

I am 76 years old, lame on one leg and do not have $50 to throw away.

There must be some outside redress for this cavalier treatment. But if necessary I will report to whatever government body I can find, splash it on social media and call a TV station to warn other customers to be on their guard with this company.

Doreen Williamson

On June 29th- I was shopping for a

Bissell Air 400 - in my search Wayfair popped up with one for $81. I don’t remember the exact change. Possibly $81.77 but it was out of stock so I did a notify me when it returned to stock -

the next morning I had an email that it was back in stock but now it was $119.99 so I called customer service asked if they would honor the price that it was the day before when I was trying to purchase it and she told me she couldn’t help me and told me it was a 4th July sale and it could go back closer to the $360 after the sale ends. She said if I applied for a credit card that it would take $40 off which I did not want to do, but I reluctantly did it,

but naturally it didn’t give me an answer on the spot, when every other company will give me an answer immediately and 98% of time I’m approved

So once again, I didn’t get that $40 dollars off !

I went ahead and ordered it but then today I seen on your website that it’s back down to $81.59 but out of stock again. I just called your customer service again and spoke to a representative ask him if they would at least honor the $40 off as I was told and he kind of chuckled and said he didn’t know what to tell me and gave me some blah blah reason so at this point, I feel like I just got caught in a marketing scam and in the future I probably will not shop at Wayfair in the future I even asked him if he could just get $40 credit at Wayfair And he said no that wasn’t a possibility so that just confirmed for me where to not shop in the future.

I ordered the item on June 06,2023

Order # [protected]

I was renovating my house and hoping to get it early July,but I heard apologize and said: the original company just cancelled!Wait for 6 months!

Why were not notified about unavailability of this item?That is because Wayfair used this money for their purchases.

How a company could be irresponsible?

Thank you

Good Morning Wayfair,

I'm so completely upset regarding a sofa I purchased on your website (order#[protected]) on 6-14-23. It was shipped Fed Express-Ground. I received 7 of the 8 boxes on 6-23-23 (missing box 1, received box 2-8 on 6-23-23). I tracked the missing Box #1 (FedEx tracking #[protected]) was shipped 6-18-23 with an estimated delivery of 6-22-23. I wanted a few days for the tracking information to get updated and it's never been. I went onto Wayfair's site and followed the instructions to reach out to the carrier first, then if after a few days if there's no resolution to reach out to Wayfair. I did exactly that. On 6-22-23, I went online and opened a ticket on Federal Express's website that the package was not delivered and was stuck in North Hampton, OH since 6-22-23. I received an auto generated e-mail stating someone would call within 24 hours. I heard nothing, I then called on 6-26-23 and they stated they saw the open ticket I generated and that I would get a call sometime that day with some type of answer whether it was lost or still under investigation. So, I heard nothing from Federal Express, from the open ticket or from my phone call. On 6-26-23 end of day around 6pm I called Wayfair's customer service and explained to the representative all the above, she was very nice, empathetic and truly concerned. She apologized for the situation and very nicely stated that she would resend out the missing piece of the furniture. She was extremely patient and went thru all boxes received, what was in them and determined what the missing piece was. I walked through my garage to confirm and all was correct. This representative went to ship out the missing piece and placed me on hold to speak with her Manager. The representative came back on the phone and stated that I had to wait until 6-28-23 because Federal Express had a 6 day hold from 6-22-23. So she said to call back on 6-28 and she would re-order the missing piece. Again, I'm giving the benefit to see if things would work out. Now today is 6-29-23, I reached out to Wayfairs Customer Service department and got on the phone with a representative that was the complete opposite of the person I spoke with over the phone on 6-26-23, I explained all of the above, she asked me to verify my address and e-mail, after that she didn't say a word, I could hear her typing so I assumed she was looking into the matter, then without saying a word places me on hold for 7 to 8 minutes, I held on the phone on hold until she came back on the phone. She came back on the phone and stated that she was going to order the replacement piece and that I needed to tell her what piece was missing. I explained to her I was not at home and that when I spoke with the representative on 6-26-23, she knew exactly what piece was missing and that didn't she have that in the notes from my last call. She said no and that I would have to call back and notify Wayfair Customer Service of the piece that was missing. So at this point can you imagine the nightmare of ordering this sofa on 6-14, getting all pieces delivered except one, having a garage filled with 7 boxes that I'm not able to walk through because the boxes are blocking the way to get in/out of the gargage. My living space has no seating (it's empty). I explained that if the past representative knew what the missing piece was how does she not know. She didn't answer and just said you'll have to call back when you get home, I then asked if she ordered the replacement piece how long would it take for me to receive, she said a week or two. At that point I was extremely frustrated and just said that I needed to return the merchandise. She said ok, told me that the return shipping labels would be e-mailed. I then asked her would Federal Express be picking them up, she replied I'm not sure because when the ticket is generated it will be determined if a pick-up would be approved or not. I told her it was a sectional sofa, that has 7 boxes and I would not be able to bring these boxes to have them shipped. She said that's what's going to happen. I asked to speak with a Manager, she placed me on hold for 19 minutes, came back on the phone and said "My manager said that my explanation of the return is what's going to happen and there's nothing else that can be done. As I sit here typing this e-mail to I just feel defeated. I was excited to get this sofa, I loved the reviews and the look, but this whole experience has literally drained every piece of energy, I feel like she didn't care and had no desire to resolve my issue. I'm now at your mercy...if you could resolve this matter, get the missing piece out to me in a relatively decent timeframe I would want that. Otherwise, I would like this refunded and picked up. I'm hopeful for a resolution and looking foward to hearing back from someone. Sincererly, Denise Lucas

I order Gable vents from you and the way I checked out there was nothing that told me it was non- returnable. If you go directly to cart from page it does have any verbiage stating the vent cannot be returned. If you go out of the screen and go to cart it says it in small print buried in the description. I do not feel I should be required to keep the item when I was not told it could not be returned.

I called on 6/26/23 and informed the representative that it appeared that the specific dimensions provided for the Red Barrel Hardan over the toilet storage did not match the number given for the overall dimensions. I asked for length and width of the doors along with other dimensions that were not provided and was transferred to sales. The call was never picked up. I repeated my calling on Monday, June 26, 2023 and the call to sales was continually dropped.