Wayfair
Reviews and Complaints

Purchased item on 12/6, chair's suspension is no longer working, and the chair is stuck in the lowest position. Tried to contact Wayfair this morning via chat, that was a frustrating experience as no live person responded when I requested. Called Wayfair's CS line and asked for a supervisor after I was told by first rep that Wayfair will back their products for 30 days and after that I was out of luck. Not acceptable! Asked for a Supervisor who rudely tried to tell me the same thing. What kind of company backs their products for 30 days? No wonder this company has a rating of 1.64 stars out of 1863 reviews. Do you not try at all to think outside of the box to help your customers? Do you not empower your teammates to do what is right? Pathetic! I want a call back and I want a resolution.

Okay its is not the bed we wish to cancel, you messed up on delivery first time with the bunk bed, it was promised for delivery 12.5.2023, did not arrive then the perfectic angi service you offer were supposed to fit it on 13th may, bed never arrived you did not cancel angi and said you would so, then the system tracking on bed doesnt work, you then said 29th may, the bed arrived 19th may! Then angi is the most awful service ever you cant get hold of them because you use and american service perfectic too, angi, booked 10 am 13.5.2023, we had to cancel as your guys did not as they said they would do so, rescheduled for 7am on 25.5. Confirmed by angi at 6.30am that morning angi cancelled, rescheduled 12 am today 27 may, angi cancelled at 9am today giving yet another date 12 on 31st may this is the most disgusting service ever, I need the £85 refunded immediately and I will be letting customers know how awful this service is why on earth do you use them, please refund my money immediately

On May 23rd, I saw two nightstands that I wanted were on sale. They were $359 each. I put them in my Shopping Cart on Wayfair but got busy and didn’t order them. The next day, I went to order them and they were now $368 each. I placed the order fearing that they would further increase in price. Today, the 25th, I looked at the website and they were now $268 each! I looked at my tracking and my nightstands hadn’t shipped. I contacted Customer Service and asked if they would honor the new sale price. They wouldn’t. I asked to cancel the order since it hadn’t shipped. They gave me new info that it had shipped. They said that the best they could do is have me send them back but I would not get a full refund to pay for return shipping. Then I could reorder them at the lower price….

Three different prices on three different days. I feel that I have been swindled!

We too have this exact problem. After ordering an adjustable bed and 2 Twin XL mattress's the order was wrong the mattress's did not match and one began to sink within days; Not a week, or month... Days. I called WAYFAIR and told them the problem and uploaded pictures; They said they could expedite the new mattress? almost 2 weeks later the exact same wrong mattress comes and its bad too. SAGGING! What kind of Scams are going on here. WAYFAIR was no help and did not care at all; They wanted to send a 3rd mattress and I said NO, just give me a Refund.

So, I looked at the info on the tag and began to do my Due Diligence on the manufacturer of both the beds... it's C. M Bedding Group. Never again, Will I shop WAYFAIR, The practices, Products and the whole experience was Horrible. It's pulling teeth to get them to care at all. Expedited was 2 weeks? Both My Husband and I are in Pain; Because of this situation and I'm Heated over this scam... this is my earned $ and I'm not laying down on this one...
WAYFAIR? We Got what you don't need!

Mon nom est Claude Bernier et j'ai fait l'achat d'une chaise de bureau Jayetta 2507 le 26 avril. Le numéro de commande était [protected]. Malheureusement, je n'ai pas recu cette chaise car le probleme était que ma carte de crédit master card était echu et par oubli je n'avait pas fait mon changement. Je regrette sincerement pour mon erreur. Je suis pres a faire mon nouvel achat avec ma nouvelle carte mais j'aimerais bien etre renboursé sur ma carte car cela n'a toujours pas été fait. Merci de votre attention et attends votre réponse. J'essai de communiquer par téléphone mais les lignes sont toujours engagées. Bonne journée.

I ordered a rug a rug and warranty back in Dec 2022 knowing it was on backorder, but I was willing to wait. Next thing I know I am getting a invoice for the warranty for the rug I don't have. At the time when I purchased the warranty, I thought common sense would say, we haven't shipped the rug put the warranty on hold until the rug ships. Come to find out common sense is not something that Wayfair employee have and apparently not something required to work at Wayfair. I immediately called and cancelled the warranty. Now I think this is resolved. NO- received another invoice the next month with interest and late fees attached. Unbelievable This time I called and disputed the charges. This took several months to resolved but finally that charge and all related fees were removed. Keep in mind that this entire time the charge for the rug was never on the invoice. Now I'm thinking everything is straight-Boy was I wrong, now this month I get an invoice for the rug-which I still don't have. I call the credit card company and speak to Abby who get a Wayfair person on the phone. My plan was to pay the entire mount once I got the rug. So now I have no rug and I can either make monthly payment which will involve interest or pay in full for a rug they don't know when they will ship it. Neither were willing to remove the charge until the rug shipped. I don't know of anyone that would pay for an item that is on backorder and no one knows when it will ship. So, this Wayfair employee says the only thing you can do is cancel the order. I cancelled the order and close the Wayfair credit account. I only opened it because they gave you an additional discount and since the rug was hundreds of dollars, I wanted every discount I could get. What a mistake! So, Wayfair, you don't have just what I need unless I am looking for incompetence. I told both these individuals that I would be posting my experience with Wayfair and their credit card company, and neither could have cared less. I wonder if Kelly Clarkson know who she is really representing. Maybe I'll copy and paste this to her. Why after all these months of not charging me for this rug ALL OF A SUDDEN, they charge me and still no rug is the mystery question, but again NO COMMONSENSE AT WAYFAIR OR THEIR CREDIT CARD COMPANY! Like Forrest Gump says "You can't fix stupid" so I chose not to continue after 5 months of dealing with stupid.

I ordered a bed, and canceled the order within minutes after finding the bed $100 cheaper on Amazon and Wayfair would not price match. I called to confirm the order was canceled. In the meantime, I ordered two beds from Amazon. A couple days later, I received an email from Wayfair saying my bed was delivered. I came home to find three identical boxes stacked in one pile on my front porch. I called Wayfair. They asked how many boxes the order came in. They then emailed me 3 labels to attach to the boxes. Fed Ex arrived the next day to pick up the three boxes. (The lady I spoke with at Wayfair said it was likely the headboard was in one box, the footboard in another box, and the railing in the third box). Two days later, I discovered that two of the boxes Wayfair had picked up were my beds from Amazon (Amazon delivered ahead of schedule). I spoke with Wayfair daily and tracked the arrival of my Amazon beds to their warehouse in Kentucky. I called Wayfair within minutes of their warehouse receiving my beds. They told me they had no way to call anyone in their warehouse, they had no way to locate my beds, they had no way to charge me to ship the beds back to me and that all returns get destroyed. I spoke with two supervisors and asked if there was absolutely anyway they could either return or replace my beds and they said,”No.”. I am not out hundreds of dollars and two beds.

On Wednesday night the 26th April I ordered online two items One being a floor lamp costing 209.00. When I went into the order to check sizes on the Thursday morning I noticed it was 142.99. Wayfair had a sale on and when I made enquiries I was told it was out within the sale dates but the sale was being advertised on the wednesday when I made the order and it was on up until the 28th the Friday. So between wednesfay and thursday morning it dropped 67.00. It may not seem a lot to some people but we are in our mid seventirs and 67.00 is a good saving to us. Wayfair would not accomodate us with a refund for the difference. I am a good customer and I think they could have refunded as a good will gesture. I am so disappointed . Is there anything that can be done. Your Jean Whittaker.

In august of 2022 I ordered a storage shelving unit for my canned goods instead I received a $64.00 end table for tight places. I tried to send it back. They said to keep it and donate it to habitat for humanity or goodwill since it would cost more to send it back. since august of last year and now I have continually been harassed from Wayfair as well as Citibank with late fees etc for non payment. I continued to offer to send it back. They would not take it. I was assured I had paid off my balance september 9 of last year when I paid the last $48.06 on my bill. They continue to bill me. The balance last week was $365.27. I finally got Wayfair to take some late fees off and ended up paying $188.84 today to get rid of them. Citibank today says I owe nothing else but I don’t trust it. They’ve ruined my credit rating and won’t do anything about it. I’ve spent hours on the phone between Citibank and Wayfair with each place blaming the other. There is nothing else I can do. I have spent months. I’ve sent Citibank two dispute letters first they said they never received them and then they sent me notices they were declined

Many months ago we ordered an armoire from Wayfair. It was to be delivered unassembled and then put together by Handy. We paid for the furniture and the assembly and waited.

Finally, the furniture arrived in a huge set of boxes inside a wooden crate. The assembly was then scheduled. It was a two person job.

When the day for the assembly arrived only one person showed up. He moved all the component parts to the bedroom where the armoire was to sit. When he unwrapped the parts, he discovered that certain pieces were damaged. He told us what parts were missing/broken and we called an informed Wayfair customer service. The replacement parts were ordered by Wayfair.

The next thing that happened is we were informed that the assembly was cancelled. For some reason, instead of postponing the assembly it was cancelled by Wayfair.

The new parts arrived and after about 5 phone calls and a half hour on hold, we got the two man team set for assembly.

The day for assembly arrived and the men came. They discovered that there were missing parts including one of the ones that had been supposedly re-ordered to replace the broken parts from the first go round. The men did an inventory of what we had received and gave us a list of more missing parts.

We contacted Wayfair and once again the parts were ordered. The assembly was postponed this time.

The assembly was supposed to take place today. Yesterday, one of the two workers assigned to the job cancelled in an email. We called Handy and after six calls, the person at Handt guaranteed us that there would be two people here at 3 PM.

I don't know why I was surprised but only 1 guy showed up. We called the other worker, but she did not pick up her phone or call back when we lert a message. The guy who showed is now trying to put the armoired together himself. I am going to have to help him with this, but we want to get the furniture assembled so I am doing so

I don't know yet if this is going to work. I am writing because I am outraged by the terrible service we got from Wayfair and Handy. I am also outraged that we paid for two workers but got only one. I am very unhappy that I have to help with the assembly; I'm old and weak and this is not easy. Lastly I am outraged that I paid for two workers got but one and no one offered a refund for the services we didn't get. Also, not one offered me compensation for my time helping with the assembly or for the many hours we spent on the phone mostly on hold due to Wayfair's defective products and service.

I think we should be compensated for all the time wasted and defective services and materials. I think a full refund would be appropriate, but am willing to settle for a refund of $1000.00

Should you desire to look at the paperwork on our order, the order is under Julia Aronson, telephone [protected], email address [protected]@comcast.net. Delivery address 230 N Holcomb Circle, Castle Rock CO 80104.

Wayfair Order #[protected]

Hello,

I purchased a desk with assembly service from Handy. Your policy states that if the customer cancels within 24 hours, the customer will be charged. What happens thought when Wayfair/Handy cancels TWICE with less than an hour's notice? In this case, what happens is that the customer pays $150, $75 for each visit, to their caretaker for being at the house, as they are not year-round residents. Now, after two very short notice cancellations, we are scheduled for a 3rd try next Friday, May 28th. PLEASE guarantee the appointment, or DO NOT confirm it in the first place!

I am seeking a $150 store credit towards future purchases, and if Wayfair/Handy cancels again, I will be seeking $225.

I look forward to your response and your assurances,

Mike Simons

[protected]

simo5252.me @gmail.com,

I am extremely disappointed in Wayfair. I purchased the fire pit and was satisfied until the controls fell apart after 3 years and I ordered the correct part and was ok about paying for it and then I received the wrong item. I called and was given the run around by advising the manufacturer would be contacting me in 3–4 days to get it handled and it was not Wayfair's issue. It has been over two weeks and I have not heard from anyone. I still do not have the correct part ordered and a return authorization for the part sent. I believe this is where a customer learns the quality of the company they purchase from.

Order Details:
Order #: [protected]
Total: $81.61
Wally Orrel
[protected]

Before I even placed an order for an area rug for my office, I saw that the delivery date was 4/11-4/13. I placed the order online and the delivery date changed to 4/14. For days afterward it showed in their site that it was to be delivered then, even though FedEx tracking had it stalled somewhere in PA. When I first contacted Wayfair about it, I was told to wait for 10 days. No one offered to try to track the package down. I then reached out to FedEx and they opened an investigation but wanted to know information about it that I couldn’t provide (model number, serial number, markings on package, etc.) I called Wayfair again and was told that they were not allowed to contact FedEx. What? They are contracting with a shipper and can’t contact them about an undelivered package?Here it is a week after I was supposed to receive it and I have to wait yet another day and contact them again in order to cancel and get a refund because they can’t set a reminder to contact me to do it. I had just bought another rug from them a few weeks prior and they had their shipping info wrong on their site, indicating that it had been delivered when it was in fact several states away. I’m done with Wayfair.

Purchased a portable A/C unit expensive with a 3 year warranty now it is broken when I began to use today 4/12/23 blowing hot air, called Warren Tech the company that services the warranty but they said I only had a 1 year warranty and could not help me refered me to Black and Decker now I am being passed around. I am 71 years old don't know anything about fixing the unit that fell out of my window and Wayfair will not help.

Will never buy anything from Wayfair again.

Awful to do to a Senior Citizen and now I must a pay a local contactor 100.00 for fixing my A/C.

BAD

I am a member of the Wayfair company. I have been working in it for a while. On 3/31/2023, I was completing the daily tasks, but an error occurred while completing the required 50 tasks. I will put a copy of the application with the complaint. I could not pass the required tasks, and my balance is now on the Weaver program, 209 dollars. I hope to solve my problem

Hello, I received an email alert that Wayfair is seeking at home representatives that can speak both English and Spanish. Therefore, since I retired from a twenty two yr. Job and am still just in my 50 I applied. I received confirmation that my application was received and should hear back within two days. To my surprise, I received a reply within 1/2 an hour stating that Wayfair has all candidates needed, and my application was declined. WHY send an email to my indeed page that u need applicants but decline mine the same day?

Purchased a recliner order number [protected] on March 12, 2023.

It arrived on 3/17, we noticed the color and size not the same as on the website.

I called to process a return and reselect another recliner.

I was told there would be a $79.99 return fee. They should place this information upfront as part of the sale so consumers can be better educated.

Don’t know if any company that charges a fee to process a return.

We will not be buying from Wayfair ever again.

As a loyal Wayfair customer, this response is unacceptable. You originally sent me an item that not only does not look like that shown on your website, it definitely does not work as described. Additionally, you want me to pay $15 to return it to you? Surely a company as large as yours can come up with a better customer service resolution for a product sold that WAS NOT as advertised. Otherwise you may have gotten $50+ from me in error but you will lose hundreds of dollars in future business from me.

-----Original Message-----

From: Wayfair

To: TINA FRANKLIN ; [protected]@aol.com

Sent: Mon, Mar 13, 2023 8:56 am

Subject: Update on your Wayfair order

FREE Shipping Over $35* & Financing Available1

Wayfair

Furniture | Décor | Rugs | Lighting | Sale

Replacement Update

Hi Tina,

We're writing to let you know that the replacement part(s) for your order #‌[protected] are no longer available.



Full Body Electric Heating Pad - 150° F Washable Large Warming Blanket Heat Pack Therapy Pad W/Auto Shut Off For Back Neck Shoulder Foot Leg Muscle Pain Menstrual Period Cramps by SereneLife

We are truly sorry for the inconvenience and are working hard to ensure that situations like this do not arise again.

Thanks,

The Wayfair Team

I placed an order on Monday Feb 6. Order#[protected]. I have never ordered through wayfair but since my total was over $250.00, I got the wayfair card to get $40.00 off. It was a shower system for our master bath reno and 2 faucets for my new vanity. It said that I would get the shower system between Feb 9-11. Yesterday on Feb 9, I get an email that says that item finally shipped, keeping in mind that yesterday was the first day they said I would get it by. Now it says I won’t get it until the 14th. Our shower reno is being held up until Wednesday now because of this. This is not ok. Calling customer service and also on the chat, no one could help me. Chat offered me 10% off my next order and I’m pretty sure I won’t order anything from Wayfair again if this is how business is done. They told me that when it clearly says “get it by this date” that it means that’s just an estimate of delivery. I don’t know how I am supposed to know it’s just an estimate when it clearly says “get it by”.

Amazon does this too, except 95% of the time, you get your order by the date promised and that is one or two days max with my Amazon Prime. And if you don’t get it one or two day ship, then Amazon compensates you for it. This is just bad business honestly.

The headboard did not come with screw pits and screw holes installed so had to spend $200 to get them installed. Reached out to manufacturer and made aware of this and requested for compensation of $200 spent on repair, he deferred to wayfair executive resolution team who never responds so quickly and took weeks to get back in process I got the bed fixed after calling them 50 times, sending them emails and chats. After 15days they come back and they since you repaired it we don’t offer a resolution at this point.

Asked for free return pick up and full refund but they rejected it. They should atleast compensate the loss occurred