Wayfair
Reviews and Complaints

We place an order for a recliner with installation. The installation was coming before the recliner was even shipped. Due to the dissatisfaction with customer service we cancelled our order for both the chair and the installation. The chair was not even shipped yet but we were told we could not cancel the order. After many calls with customer service they agreed to stop the order, but then the order came and we were sent a return label the item was delivered, the return label attached and the return was picked up. A billing dispute was started and an billing dispute was started. We have been fighting this billing dispute since november of 2022. We have conformation that the item that was returned was received in your warehouse and signed for. Now we get notice that we have to pay for the complete purchase of the return item. We will be contacting the bbb and our attorney as you are damaging our credit and have caused us so much stress over an item that you have to resell. So you have your chair, we have a debt and stress and you think this is right. I will make sure to tell everyone I know not to purchase from wayfair as you do not make things right I can be reached at [protected] and my attornery will be reaching out to you my name is barb barkley and number is [protected]

I bought the sectional. In june of 2022 I contacted wayfair the cough had ripped in 2 places since then it has another ripp had the sectional for 4 months, they said there was nothing they can do. They told me to contact the manufacture same thing nothing they can do. They are selling cheap furniture this in unacceptable. They should treat their customers right.

Hello my name is Luis Pereira and I have an account on wayfair. On January 14, 2023 I place an order on Wayfair.com #[protected]. It was a Napoleon Grill. It was on sale for $561. Delivery was schedule for Tuesday January 17. A small box arrived at my house on January 17. It was the iron cast grill where you cook the food but no grill. I called customer service and send them a picture and after talking to 2 representatives they told me they will refund me the money. I said that's not what I want. You sold me a grill so if you or someone lost it you have to send me a replacement. I spoke via chat with a supervisor and explain the situation. She said she was going to speak with her manager and would get back to me on the 18 of January. I never got any contact since then and today is January 25. I send an email to the supervisors but never got any response. The gril is available since January 18 for sale for $819. That's a huge difference. I complain about the price difference, and they send me a 10% coupon. Me and my wife spend a reasonable amount of $ with wayfair and they will lose 2 good customers because of $200. Smart business!

This table is falling apart. Nothing heavier than a lamp and a cup of coffee has been on this table. I will include a picture of said lamp and cup. A couch with soft arms is next to it. There are no children or animals in the house that would have jostled this table at anytime. A towel or placemat has always covered the top of it. Very few items are in the storage part of the table. And none of them could be described as heavy. I have sat next to it but never inspected it until it was time to decorate for Christmas. I am appalled that a table that has been barely touched is falling apart by just sitting on the floor. The planks of wood on the top are separating. The planks of wood on the base of the storage area are coming apart. The top of the door, which has been swung open 2 or 3 times at the most, is coming apart at the top corner. On the right side near the back under the top part is cracked. There was a small crack on the top after the table was delivered. I repaired it with a little wood glue. That is still okay. What I have described is much more pronounced. I really like the style but I am very disappointed with the quality. It’s only a matter of time before it collapses

My mother purchased a one drawer Pinewood server from your company. It was sold unassembled so my mom spent $140 + to Wayfair to have it assembled. Wayfair contracted with a company called Handy who came and assembled the item for my mother. She then spent $73 on stain and polyurethane and brushes to stain the matter. The server wasn’t one week old when she went to open the drawer, and the whole thing fell apart.

Wayfair has concluded that it was assembled wrong and assessing blame on handy. I don’t know if it’s inferior product with a defect or if it was assembled wrong and I really don’t care. My mother paid Wayfair to have it assembled and they chose the company to assemble it. I want her $140 + assembly fee to be reimbursed as well as the cost of the server.

Wayfair delivered this item in a flat box because it was not yet assembled. Now that it is assembled, Wayfair is asking my mom to find a box to put it in in order for it to be returned to Wayfair. My mom is 85 years old. She doesn’t have a box that large nor does she have the means to put that item in a box. Wayfair is being extremely unreasonable. I want my mother to be reimbursed 100% and Wayfair can figure out a way to come get the piece of crap she paid for.

I will not stop fighting this battle until this is resolved in her favor. If I have to go to the CEO of Wayfair I will do it. This has caused my mother, extreme stress and frustration. She doesn’t need this grief because you sold her an inferior product and then hired an incompetent company to assemble it. What does it take to get through to you people.

I ordered a coffee table from Wayfair.. It arrived but the box was damaged and the table was as well. I contacted Wayfair and they sent me another table. It arrived (this time they dropped it off in front of my garage and texted me of delivery) this one was more damaged that the first. I contacted Wayfair.. they sent me another table. The third one arrived more damaged that the second table in fact the box was open on the top and the damaged was really obvious.

How could they even load that table on the truck in that shape. I have video of how this one was delivered. I contacted Wayfair again. We settled on them giving me a refund.. (they only wanted to refund the table and not the insurance charge which I still have not received a policy for). This was nearly two weeks ago and I contacted again last week.. I still have not seen a refund!. I am debating whether I should try my credit card company or small claims court. I still have the bad tables but I do not want to donate or trash them as Wayfair customer service said. I think that could go against me in court.

Wayfair told me that these tables came from an Ashley warehouse in Redlands CA. ?

I received a 4-1 game table from Wayfair as a Christmas present for my grandchildren. The box was badly damaged and the interior packaging almost nonexistent.

The major component the game table itself was badly damaged with some minor damage to the frame.

After uploading pictures of the damage and box, my initial experience with customer service was excellent. I was asked if I wanted a 20% discount or a new table top. I opted for the new table top. I received an email shortly after saying “we will make it right” order will ship January 4th. Since it was a Christmas present and the top was still functional and easy to take on and off I invested 3 hours to set it up for the kids.

A few days later I received another email from wayfair saying that the table top was no longer available and that I could either take a 40% discount or return the item for full credit after disassembling and finding my own box and packaging! We are not talking about a cell phone here!

I contacted wayfair and expressed my dissatisfaction and suggested that a larger discount was more appropriate since the table is what is damaged not the structure holding it. I was told that their profit margin would not allow this. When I asked about the replacement table I was promised I was told this was no longer an option.

I contacted the manufacturer via email and was told a replacement top is available but Wayfair would not initiate the replacement?

Very frustrating situation with a completely dishonest company. I am a CPA and working 6 days a week and I’m supposed to spend a day taking this apart, finding my own box and packaging because Wayfair will not stand behind their products or promises.

I ordered a Table off Wayfair on January 1, 2023. I was notified that the item will be delivered on January 3, 2023. I did not receive the bottom of the table. It has been sitting in the middle floor since January 3, 2023. I am very frustrated at how I have been treated a customer. Since January 3, I have spoke to Alex, Aqelique and Shavell (manager)

Today I was on hold 10 minutes and then transferred to Shavell. I was on hold another 10-15 minutes and the phone hung up. Unbelievable!

I have contacted the Better Business Bureau and Senator Debbie Stabenow's office.

I WILL NEVER USE WAYFAIR AGAIN. I will post on Facebook, and Google my displease with your customer service.

I wanted to purchase four swivel barstools for our kitchen.
On 8/24/22, I asked Wayfair for samples of the upholstery and metal frame colors. I was told by a rep on the Wayfair Email Team on 8/25/22 none are available. I then asked if the manufacturer could send pictures of our desired colors. I was told on 8/25/22 by a different rep that is also not possible.

I told both reps in each exchange my intent to return the barstools if the colors were not right for our kitchen. Neither cautioned me.
I ordered the barstools on 9/5/22. I received no caution the barstools could not be returned. They were shipped on 10/7/22. The color was wrong as I feared.

I called Wayfair to return the barstools. The first level Customer Service Rep told me they are not returnable since they are considered a custom item. I then asked for a second level Customer Service Rep and was offered a take it or leave it 25% discount. What could I do?

I did research on Wayfair's site and nowhere are items of this nature declared unreturnable. Who would ever order expensive furniture sight unseen if there were no samples available AND they were not returnable?
I have four barstools in their original shipping containers, three unopened and one carefully repackaged. It would be so easy for Wayfair to take them back and refund my purchase price.

My only recourse is Small Claims Court in my hometown. And I have all the evidence I need to win. And this would be at extra time and expense for Wayfair. And a hassle for me.
This situation should give anyone cause before ordering items from Wayfair.

Ordered a 6ft Snow Effect Spruce christmas Tree before christmas. Not delivered and should of been on 16th December.

Order No [protected].

Shipping H0014A0051947207

Never used your company before and certainly won't be using it again. I know the delivery isn't Wafair but you need to look at your delivery methods as this reflects on your company.

December 30, 2022.

Wayfair

Reference #[protected]

4 Copley Pl, 7th floor

Boston, MA 02116

I have complaints about the order listed above. I ordered the chair in July 0f 2022. I have not received the chair at the listed address on my Order which is 8372 Star View Dr, Jurupa Valley, CA 92509. I have put in disputes with AMX and PayPal. I do not feel anyone is listening to me or understanding the problem.

1. I ordered a chair from Wayfair in July of 2022. I used my home address of 8374, Jurupa Valley, CA 92509.

2. I will provide supporting documents for any items listed in this letter. The chair I purchased from Wayfair has never been delivered to my address. It was, however, delivered to a previous business address. That commercial building had been sold in 2019. I do see where Wayfair notified me that the chair was delivered to my home. It in fact was not delivered to my home, but to a Texas address. Then it was delivered to a Canada address. Again, I have never lived or worked or even visited Texas or Canada. And in fact, I do not know any people in those area. Below is a timeline of the Wayfair transactions. However, if this information is not conclusive, we will present all original documents to the court. I am beyond frustrated with this situation. Please note: I have never received or even seen the Wayfair chair.

My residential address is 8372 Star View Dr, Jurupa Valley, CA. We have been at this address for over 20 years. This is the address used to purchase the chair from Wayfair. All credit cards, insurance documents, property taxes and utilities are listed at the Star View Dr address.

3. Wayfair notified that my chair was delivered. It was not delivered. I was told I could not put in a claim for 8 days.

4, 10 days later, Wayfair notified me that my chair had mistakenly been delivered to Texas. After Wayfair’s refusal to do anything about my “missing chair”, I did not want an item which had been lost, then found. I cancelled the order.

4. I did not see a reversal of the charge on PayPal or AMX, I put in a claim with AMX and PayPal. I do not know what happened with my dispute. But, when I contacted Wayfair, they sent me a nice email stating that my chair was being finished in the US and then would cross into Canada for 2 days, then be on the way to me. Again, I cancelled the order, not wanting the chair wherever it had been.

I operated a tax and accounting business from the 9240 Limonite Ave address. In 2019, I sold my book of business but not the building. All mail, property taxes, insurance policies and utility bills were changed to my home address. The building remained completely empty and was in and out of escrow 3 times. During 2020 a truck drove through the building. For a time, the building was red tagged by the City of Jurupa Valley. It took the insurance company and the contractor over a year to fix the damage. No one occupied the building during this time. There was no mail or delivery to that address.

The building remained empty from 2019 until it was sold June 2021. If you check out the sales agreement for the building, you will notice that it is indeed a commercial building — not a residence. We have never lived there.

In 2022, we decided to purchase 2 chairs for my home office. My home office is for paying bills, filing and computer use. We settled on a chair from Wayfair. The idea was to buy one, so if we decided it was unacceptable, it would not be hard to return. And if we liked the chair, we would buy a second one.

I purchased the chair online. My husband and I, together, picked out the fabric and finishes, making sure to pick nothing that was special order, so we would receive the chair quickly. It was our intention to order the 2nd chair when we approved of the first chair. The address used was the only address we had at the time: 8372 Star View Dr, Jurupa Valley, CA.

I was surprised to be notified by Wayfair that my chair had been delivered. However, the chair was not at my house. My phone call to Wayfair was less than satisfactory. They told me I could not put in a claim for 8 days The explanation was that I might have overlooked the chair and would find it in that 8-day period. Overlook a chair? An upholstered chair? With arms and legs? Wayfair also said I might find it under a bush.

On Aug I called to check on my chair. I was told it was mistakenly delivered to Texas. Wayfair would get the chair and deliver it to me. At that point, I did not want the chair. I had no idea what had happen to the chair while in Texas or what I might find when the chair was delivered to me. We later found out the chair also took a trip though Canada.

Fast forward to when my real estate agent who sold the office building (in 2021) on Limonite called me and told me a package had been delivered to my old office building. The new owner did not know what to do. I was furious at this point. When I called Wayfair about the mistaken address, Wayfair explained to me that I would need to go to my old office building and make sure the package was secure and then call for pick up in a few days. Wayfair would give me a 4-hour window for the pickup. This was totally unreasonable to me. I would need to be there when the chair was picked up. Wayfair delivered to the wrong address; I was not going down to my old office wait for the pickup. Would I sit in my car for 4 hours during the wait? And remember, Wayfair had already delivered to Canada and Texas.

I called Pay Pal and AMX and tried to reverse the payment. For some reason, AMX keeps reinstating the charge. I have requested that paperwork and why the charge was reinstated so many times. I cannot understand this. My next stop will be to hire an attorney to get my money refunded, as well as any damages and legal fees. Unless Wayfair wants to admit the errors and reverse the charge. Enough is enough. But I am hoping that this written explanation will save the time and energy of going to court.

So, my chair was sent to Canada and Texas and a different address here in CA. To me it is very simple. I wanted the chair for my home, it was never delivered to me.

In the mist of all this, we have ordered 2 chairs from Williams Sonoma. They were delivered on time. We have been using them for close to a month. I think we would have been happier with the Wayfair chairs, but who knows.

I can send redated copies of the building and business sale, copies of the sales agreement and my tax returns so you can follow the information. I can also include a redacted copy of the sales agreement for my business in which I am barred for working. And information on the reconstruction of the building after the truck crashed. We have not used the Limonite Ave address since 2019. I can also print out and send the numerous emails and attachments.

Please help me put this insanity behind me. I do not now, and never had possession of the chair. Wayfair, please reverse my charges on my AMX bill. This has been a nightmare for me. I want it to come to an end.

I do not believe I used my wrong address on Limonite. But, if by chance I did, lets look at Wayfair who sent my chair to Canada and Texas.

I ordered a recliner chair and a cabinet. Total cost was 435$. I received delivery 12/28/2022. it was cheap poorly made furniture so I called fed x to pick up. Wayfair will not refund the shipping charge that they advertise is free!

I called customer service but was told the shipping is free for them to send to customers but not for returns from customers. This is misleading and fraudulent. Do not order from these people ever! Stick to Amazon.

I had an order thar has several items marked delivered but not received. I contacted them and a specialist refuses to help based off a picture for 3 items that she says is my home all because a corner of a door matches a Google maps photo. I can tell by the floor mat in the photo it's not my home and several homes have those screen doors as well as the Google maps photo is old on top of it. She refuses to file a claim with the carrier and also refuses to help with other missing items not even included in that carrier but from other carriers. I have filed a claim with the carrier as well as BBB which she says will not change the outcome. All I want is either replaced or refunded. I wouldn't be going through all this if I had the items this is just poor customer service.

I purchased the above A/C unit plus warranty and install for 650.00. It arrived in the box with broken parts, main parts needed, and the installer had to tape them, the only thing Wayfair would replace is one wheel that was smashed. Wayfair charges way too much for their products then rips off the customer with install charge of 109.00 from Handy. Could have purchased the same item from Amazon, since I am a valued Prime member for 200.00 less and had my neighbor install it for 15.00. Installer was here for no more than 15 minutes from Handy. Another rip off.

Will not be using Wayfair anymore.

Very upset and angry customer.

Thanks,

Steve Hopkins

I have placed two orders with Wayfair for Isabell Plaid Cotton Scalloped 72'' Window Valance in Dark Brown, Light Tan, Creme. We were very pleased with the products. We needed to order one more panel. When I went to the website to place the order, it clearly states free shipping in the description for this item. When I placed the order into the cart, a shipping free of $4.99 was added.

I called Wayfair and was told that I needed to add an additional $1.o1 to my order to get free shipping. I complained that the web page says Free Shipping. I asked to speak to a supervisor who told me that I need to read their shipping policy. I told her that Wayfair should not be misleading customers and it clearly states Free Shipping.

The Supervisor refused to remove the shipping charges. I did not place the order.

We have done a lot of business with Wayfair and this is not the Customer Service that we would expect from Wayfair.

I had ordered a host of products from Wayfair during the course of the week, and 2 of them had been cancelled by them. The reason given was that the supplier had to no stock on subsequent ordering, the order goes through but I am charged a higher price. And the funds did not refund into my card in time leaving me with no funds on my credit card for the weekend before Xmas

I ordered a TV stand form Wayfair 2 weeks ago.
Upon receipt of the shipping box there was damage to the box and it was open at one end.
I inspected the product and sure enough discovered damage to the product itself.
I immediately contacted Wayfair customer service. They could not help me as I have been designated as a customer who can only be handled by their "executive service team".
With all my previous communication with Wayfair customer service I had timely resolution dealing with the "chat" feature.
The "executive" service now handling my case is being VERY difficult and did not resolve my issues to my satisfaction.
I described to them and sent photos to them in detail regarding the problems.
The main issue is that the accompanying hardware for the product is of such poor quality material that the unit is not secure after assembly.
They refused to accept this stating that cosmetic defects were only covered.
I was given the option of a minimal discount or disassembling the product. I would have to send the damaged huge tv stand back and re assemble a new one.

Longe chair ordered then canceled order, Wayfair still delivered chair of which return authorization obtained and Fedx Picked up Chair over Nov 18th a month ago to return. Yet now Dec 18th I get a bill for $447.28 no showing balance due.

Can't speak to real person when you do it's a foreigner you can't understand you keep getting sent to automated systems that is terrible, they can't find your account. The worst, most disorganized company in the US if not the world.

DO not deal with this company unless you want your blood pressure to go through the roof.

am upset with Wayfair. On 11/28 I ordered 2 wall arts. The next day, I tried to cancel on because I found something else. I couldnt cancel, so I called. Your agent told me I would not be charged shipping because I tried to cancel before it was shipped. She said I could refuse delivery, which I did on 12/7. I ordered the other painting. I just found out that I am being charged for return shipping. My wall piece was 89.55 and they are charging me 41.89 for returning it. I havent seen my refund yet, but this is unfair because I would not have returned the art if I had to pay for return shipping. The agent lied to me and the one I spoke to yesterday was extremely apathetic and unprofessional. I just want my shipping refunded so I dont have to take further action.

I have shopped Wayfair for years, but this will definitely put me on pause.. I want my shipping fee of 41.89 returned along with my refund of 47.66 which I am waitnf for.

November 24, 2022 I ordered on line, the Duraflame Electric Logs from Wayfair, with a 3-year protection plan. Model DFI030ARU

Order # [protected].

Total cost $192.57.

As I opened it I found the back right corner of the tile material was smashed and a 3 " piece of the tile material broken off into the plastic bag it was wrapped in. The box had likely been dropped and broken the corner, despite it being in stirofoam also. The stove still worked and I like it, but do not want one with a smashed and broken corner. If you drag the picture, below to the right, it clearly shows the smashed area and the broken part on the floor.