Wayfair
Reviews and Complaints

Had the WORST experience with wayfair. Ordered an open box item with the price listed. 1 and half hour later, checked credit card. wayfair charged another $150 on top of the original $47 on the order with NO explanation. Called and spoke with customer service then her supervisor but they wouldn't let me cancel even though i just placed the order 1.5 hours earlier. They stated that they're already started the shipping process. This is fraud!

Wayfair failed to put the full mailing address on the item and was then undeliverable and returned to wayfair (as of December 09, 2022). I contacted Wayfair today (December 10, 2022) as soon as I became aware of the issue (this took numerous phone calls to Purolator and Canada Post) and the only options I was given were to either cancel the order or re-order. I re-ordered however item will now not be delivered until December 28th, 2022. This item was ordered early to be here well in advance of Christmas for a Christmas gift. The lady I spoke to on the phone basically said that's too bad but nothing she could do. You have absolutely no way of shipping this item quicker when you guys mess up?! You can't contact your Ontario location where it's likely shipped back to and have them put the full address and ship it from there rather then from the USA again? This is disgraceful that customer service and satisfaction means nothing. I will not be ordering from you again and will be posting on every social media platform available about how inept this company is. Not even a discount or any compensation for this error offered in any way. Disgusting!

I had ordered a murphy bed back at the beginning of November. The item delivered and I counted the boxes, all seemed to be there, had the pro come to install the bed and turns out one of the boxes was mislabeled, leaving me without a top tray for the bed and with a half assembled bed. I reached out to Wayfair, their chat rep told me they would send the replacement parts and after asking for someone to approve them to cover the remaining installation, I was on my way to get my replacement part. Thirty minutes after that, I received an email telling me they were out of the part. Not a "next steps" not a number to reach out to, just sorry. That's it! I then reached out to them again at which point the "escalated" my issue to their ERT (hell on earth useless team) AKA Executive resolution team and was told they would get back to me within 72 hrs, this as it is hardly sounds like an escalation, since I now had to wait for THEM to call ME. Well, it is now been 9 days and I have yet to hear back. I have called multiple times and they refuse to get me someone who can help me. They literally told me I HAD to wait for them to call me. This is beyond frustrating, it feels like plain theft, you take my money, leave me hanging without a usable item and leave me just in limbo... This is BEYOND bad customer service this is criminal behavior as far as I am concerned.

Wayfair#[protected] Nov 19, 2022 Received a damaged XMAS tree due to their poor packaging. The bottom half which is metal was completely exposed and damaged/sharp due to THEM putting it in a smaller box. It also didnt plug in because the piece to connect to the wall was ripped out-- again due to Wayfair poor packaging. I had to go to immediate care for a tetanus shot BECAUSE THE EXPOSED METAL CUT ME BADLY. I provided pictures to Wayfair of the bloody mess. As a consumer it is within my right to return damaged merchandise they sell. I sent MANY emails asking for a pre paid label or a replacement. Since it was out of stock a replacement couldnt be offered. Wayfair did not advertise this prelit tree as damaged, used or sold "as is" when I ordered it. After one week of not getting any responses, I disputed with my bank and thats when they finally responded. I was told by Wayfair not to do business with them again. Im penalized for their damaged products. OK. No dialogue about the damaged tree, prepaid label or my immediate care visit. I have pictures of the damage, blood on box and instructions, receipt of them charging me to return it and email/chat transcripts of my MANY attempts to come to a resolution with the merchant--and they "conveniently" only respond after I say Im disputing with my cc company and reporting it to BBB. I have opened many tickets to have someone call me and NO ONE calls us. When I try to call them- Im told to email or wait for a call from the executive team-- the very same executive team that sent me the rude email to go away- see email from Wayfair in attachment. They continue to claim that they sent me a label.--yes, a label where I have to pay to send this back! They deduct the shipping cost from my refund once they receive it-they dont disclose that verbally or in their email--see attachments. They hide this shipping fee so much their own employees cant find the charge LOL Sneaky company. Smart consumer.

An amount of $US 70.19 was debited to my credit card (in Australia) on 28 November, 2022. I have no record of any order/purchase from Wayfair.

The reference number on my credit card is: WF* WAYFair3936766273 BOSTON MA ##1122 70.19 US DOLLAR

I have tried to upload a copy of the transaction but I cannot save the copy to the accepted format

Ordered November 18, 2022 but still is listed as ordered. Wanted the item for Thanksgiving which is past due. Chatted with customer service which said it's still be processed so cannot cancel and get a refund. It seems odd for such a large company to wait 8 days (holiday time) and no shipping update and promise the possibility it will be shipping by December 4th - Will not order from Wayfair again

Ordered a Cherry table and chairs as a Christmas gift for my son, got Walnut instead. The box plainly states, Walnut! Called customer service 3 times, with no resolution. I was asked to send pics of the box, pics of the furniture, and reason for not wanting the set. The supervisor who contacted said there were no pics sent! I called and talked to another rep, the pics were indeed in my file. Supervisor did not even bother to look at notes. I did everything that was asked of me and was told someone would contact me within 2 business days, that was last Wednesday, today, Monday, I got a response by email, not a call as I requested. A rep told me that the table is indeed Cherry! Helloooo, the box says Walnut, and is a bit darker than Cherry. Instead of offering to send me the right table, they would arrange a pickup for the set, but I would have to stay home from work all day to wait for the pickup. Also, the box that housed the table is pretty mangled, and it is not easy to find a box big enough to house a table and 6 chairs.

Ultimately, for the embarrassingly incompetent customer service, I am keeping the set. I have canceled my account and am done with Wayfair. Guess what, Wayfair, you don't have what I need!

I was charged twice for items on an order placed April 2022. I filed a dispute (3) times and each time they determined I was definitely charged $498.77 twice. the payment company would remove the duplicate charge then Wayfair would demand immediate payment of $498’77. I would go through the whole process two more times, with the same end result,Wayfair demanding immediate payment. I have exhausted all efforts and am now looking at formal and/or legal options to resolve.

Wayfair canceled my Wayfair Order #[protected] dated 21 Nov 2022 for Virtue 8'' Medium Encased Coil with Charcoal Infused Memory Foam Hybrid Mattress.

They claimed that the price on the site (Balck Friday deal/Closeout item) was an error so they canceled the order. Wayfair refused to honor the order when i contacted them the next day (22 Nov 22) even though they are in stock.

Similar product, Virtue 13'', were priced at similar price point so the claim that Wayfair missed price in system is in question.

This is 3rd time in a row that Wayfair has cancelled my order due to their "incorrect" information on website. I am not sure what is the difference between "bait and switch" and the frequent incorrect online price that later decided not to honor them.

I received a letter concerning credit regulations on a Wayfair credit card. I DO NOT have a Wayfair credit card. When I called the company to cancel the card because it is fraudulent, I got no satisfactory answer and they asked for my full social security number. The man had an India speech. The card address is Wayfair Credit Card

P.O.Box 6764

Sioux Falls, SD 57117

my name is john streeter 26 osprey rd alton n h. i have been waiting 2 + months for a mattress i ordered now they say it is lost , and i was told they are ordering me another one who know when i will get that one (that i have paid for 3 weeks ago ) want to know why they are charging me same price , while they are on sale for less than i paid .i need wayfair to come up with a better price at this point or i will have to cancel order (please remember i paid for this weeks ago and still dont have it and wount recieve it for another 4 to 5 weeks if at all and wayfair still has my money need a reply asap .thank you [protected]@yahoo.com

The Drusilla headboard and frame came with bedbugs. You don't see them for a long time in a dimly lit bedroom with bad vision. They only reimbursed me for the item. After promising to reimburse me for the exterminations from the bug company, the furniture I had to but to replace it with, box spring and mattress, and the furniture that became infested from it spreading.

I got a lawyer once I found out about the legal clause everyone signs without knowing it so you can't sue them. That was almost a year ago.

The nightmare they put me through while I had Covid, while they were trying to evict me because I couldn't follow the 5 pages of directions to move everything in the apt, bag it, clean it, dry it, etc.

I had to sit outside with my cat 4+ hours at a time for 4 times in Florida. I am disabled. I felt like I was losing my mind. My psychiatrist knows.

I was told they are going bankrupt, so they won't have to compensate anyone for the damage they did.

Incident # 1 - Assembly set for 11/10/22 at 2:30pm. Service pro could not make it at that time and told me he was going to be an hour and a half late, which was too late, as the assembly would have taken 3-4 hours. That would have put him here well into the evening.

Incident # 2 - Rescheduled for 11/11/22 for assembly at 9:00am. Service pro never showed up or called. After trying to reach him twice with no return phone call, I called the customer service line. They tried to reach him twice with no response from him either. After 3 hours of waiting for some sort of communication, I called the customer service line again to cancel the assembly.

Incredibly disappointed and frustrated.

I made my first purchase from Wayfair a few weeks ago. It was a sink that my handyman approved to install for me but he made a mistake and it was too short from left to right.

So luckily we never tried to install it, I measured it after taking it out of the box and determined it wouldn't fit.

I thought it would be easy to return for a full refund under those circumstances.

But no-oooo!

*Before* I bought it I called Wayfair and asked a csr how much it might cost IF I have to return it.

He said "Maybe $5-15". I said okay and ordered it.

After I tried to return it I had to call them again because the Return page was telling me I'd have to pay $29 to return it!

When I called the man said "Well he shouldn't have said that."

I said, but he DID and so I hope you can cut my return fee back to the $5-15 he told me I'd pay.

He hemmed and hawed then said "No, all we can do is offer you 10% off on your next order."

I accepted that reluctantly because I didn't want to escalate my complaint to a supervisor - although I now wish I would have done that.

Anyway so I got the refund MINUS the $29. BUT I also got a note saying "but we were unable to credit your account for $22 of your refund. Please call Customer Service."

So I called Customer Service and the woman on the phone couldn't understand it, had no solution. She suggested I "just wait 3-5 days" for the rest of it.

So my complaint is that:

1) Wayfair does not offer free returns like most other major companies do for online orders;

2) they require me to pay about 15% for the return even though I never even installed the sink

3) their CSR lied or gave me false info re the return only going to cost me $5-15 dollars

4) I have to CALL Wayfair and put yet another thing on my TO DO list of people to follow up with, just to get the other $22 of my refund! Wth?

I will never buy from Wayfair again nor do I recommend anyone do so.

Order no - #[protected]

Address - 29 Pendrill Way Ajax, Ontario L1Z0K9

Email - [protected]@gmail.com

Today I had to write this email because I am very unhappy with Wayfair services recently, I never had any issues with this company but I am tired of being fool by your employees.

I ordered grey 86.6"'"' Leathaire Round Arm Sofa on Aug 31st 2022.

In the beginning it was showing the delivery somewhere in September mid, then it got changed 2 times in September again, then it turned October 6, then 16, then 29, now it got extended again to Nov 5th then 15th and now 19th.

It’s been two months and I haven’t received any single call from your team to keep me posted about my sofa, and I look like a fool waiting and being dependent on that order because I didn’t even buy anything because of that and I am still living without a sofa in my apartment!

And nobody even called me to let me know the status of my order, if they don’t have it in stock or any problem, don’t they think, I should get a call from Wayfair team, telling me the real problem or if they want me to cancel it. They aren’t even honest about it and wasting my time.

when I called the customer service they have been all [censored]ing with me, initially I didn’t care much because I trusted wayfair, but they kept on lying, on my 3rd time calling, I talked to Mellisa (Supervisor) and she told me that someone from supply department will reach out to you and I kept on waiting and then again I called which was my 4th or 5th time, that guy was helpful however he started telling me indirectly that why did you order that Sofa maam, there were no reviews on that, he started blaming me, like it’s my problem.

So now seems like everything is fishy on wayfair, or is it my job to figure it out that if wayfair has the product in stock or not!

Why Wayfair putting the product out their online if they have no inventory or have issues. Why wayfair give that option to their customer to add fishy product into cart.

Conclusion-

Since I have waited so long, I want something best out of it, I am very upset and disappointed with wayfair customer service. They are the king of lies, not being transparent with customer and making customer wait, not interested in Cancelling my order, I want wayfair to replace my order with whatever color is available in the same model or design that I ordered. As I can see there is only beige color showing available, if wayfair doesn’t carry the grey color please replace my order with beige color in the same price. Hence I didn’t make any mistake here!

I noticed the day I ordered the grey one, after that they took down that product online and started showing only beige color available.

I need something better out of this, as I was very excited for that sofa and I didn’t even buy anything because of that.

I placed and order under my husbands account for Dan Hagman @ Dan.[protected]@att.net. Order number placed on 9-21-22 with an ETA of 3-4 weeks #[protected] paid in full on 9/28.

This order is running late and now it is showing on sale. I do not understand why I have been refused a price adjustment. The adjustment is quite substantial and for a retired senior I could really use the savings. I have a written complaint into the BBB. I have it on my Face book where I am getting some pretty alarming information about your company. I have asked my friends to share it on their FB. Not surprised that I am finding out that a lot of customers are refusing to do any further business with you.

I called before I placed the order and was informed that I would receive my order within 4 weeks maybe one week longer, here we are 5 weeks and no chairs. However, I got a Wayfail e-mail showing me that the chairs I ordered are now on sale.

Your customer service refused to make a price adjustment of any kind. If this order comes with any damage to the boxes I will refuse the order since I have found some other chairs that will work for me.

I expect someone to call me and try to make this purchase right. I will blast Wayfair in any way I can until I receive some compensation. Taking advantage of seniors is not looked upon kindly and I am sick and tired of people taking advantage of seniors.

I have a screen shot of what the chairs would of cost me today. I have not received my order. I keep getting pop ups that this chair is now on sale. Ugh...really do something right.

also I should not have been billed for these chairs until they shipped. I paid for these in full on 9/28.

Respectfully, Kathy Hagman

Not only did this product take a month to be delivered, likely because this scam seller is buying junk from overseas then reselling it on Wayfair, they sent a cheap knock-off and a different color. The product they send doesn't match the quality in the description or the photos. The reviews have a bunch of similar complaints.

https://www.wayfair.com/rugs/pdp/tucker-murphy-pet-beaudoin-utility-peel-and-stick-stair-tread-w006707542.html

All my most recent orders arrived with defects. They are damaged and parts will not fit well to give you a quality product.

Customer service is extremely poor, on chat you get some feedback, but the instructions never work. When I tried both chat and call to get the issues resolved, they said their management will call/ email me. After a few days waiting and after writing to email provided my issues never get resolved. They ask me to return the products for a full refund, but never give me return labels. They charged me for the same table twice (L-shaped table kame in two parts, and they charged me for each box, the table is clearly a one unit, and two parts will never stay alone). When I called customer service, they accepted that it is the fault on their end and said that I should receive the refund, but after waiting for a few days and when I called, they keep saying the same thing and I did not get my refund.

Overall, extremely poor-quality products. Experience in several orders over the last few weeks, but unfortunately you don't see the quality until you open the boxes and try assembly. If I knew, I should have stopped after the 1st order

The Li Xiao Gai, in China, is selling this product pretending to be Wayfair.

Yes, I should have realized this may be a scam. However, all through the order process everything posted as Wayfair. I only knew it was a company from China after PayPal paid the invoice. PayPal has closed my dispute siding with the company that says it was shipped and delivered. I have filed a complaint with the USPS, PayPal, and now with you. They scammed me and no one will do anything about it. I have learned a valuable lesson. But I also believe Wayfair needs to be aware this is happening.

Item not received

The item hasn’t reached me or I refused delivery

Case status:Closed

The case was closed in the seller’s favor as the seller provided a valid proof of delivery.

Info provided by the seller

October 5, 2022 at 3:01:32 AM CDT

Tracking info provided by Li Xiao Gai

9400108205497087224880

Shipped by United States Postal Service (USPS)

Case details

Case ID:

PP-R-XRH-[protected]

Disputed amount:

$89.00 USD

Seller info:

Li Xiao Gai

iy.gov.[protected]@gmail.com

Shipping address:

31258 EARLS FLAT RD

WISTER, OK [protected]

Date reported:

October 1, 2022

Invoice ID:

[protected]

Tracking info:

9400108205497087224880

Shipped by United States Postal Service (USPS)

Track shipment

Additional Info

Your note:

I just want to know where my loveseat is.

Item details

Item name:

320943

Item number:

[protected]-0-0-0

Quantity:

1

Issue:

Item not received

Transaction reported

LX

Li Xiao Gai

Sep 15, Payment

Transaction ID: 0LM867907E405922M

-$89.00 USD

On 10/5/2022 I placed a nearly $1000 order with Wayfair. I paid extra to have it delivered tomorrow 10/6/2022 because it was a new bed that was needed. I financed the total with Katapult which is considered "Wayfair financing" but fails to mention that paying express shipping is just Wayfair taking your money knowing that it will not even be possible. A financing account was opened with Katapult and money was taken out of my account but the order wasn't actually placed with Wayfair. So Wayfair basically had me enter a financing agreement that would have taken my money automatically without sending me anything in return.

As if that wasn't bad enough, I started with Katapult customer service who told me to contact wayfair. Then the Wayfair customer service told me to contact Katapult. I literally just wanted my bed to be actually ordered but instead got no help. Nothing was resolved with the first rep other than telling me there was nothing they could do so I had to call Katapult.

The SECOND rep told me to wait 48 hours and see if my order number shows up and to call back if it didn't... even though I paid for it to have it here tomorrow and did so for a reason. I asked for a supervisor and was denied because "they're going to tell you the same thing". Then when I asked what the reason was my order didn't go through in the first place was I was then told i'd be transferred to an order specialist for assistance with "placing a new order". I did not want to be transferred but before I could even respond was transferred anyways.

The order specialist who was rep THREE, tried looking up my order again but got nowhere. No help, nothing. I asked for a supervisor but was told that they couldn't help me anyways so there was no point. Then I was given a number to call customer service and press option 3... Well option 3 requires an order number which I DO NOT HAVE. I finally got through to a real person who then told me there was nothing they could do but my order wouldn't be here tomorrow. I again asked for a supervisor but was told, they just do the same thing I do and can't help you. I asked REPEATEDLY to be transferred to a supervisor but was denied every time and then when I asked to file a complaint I was hung up on.

Rep FOUR was the same concept. "Supervisors can't help you. I need an order number" which I DO NOT HAVE. Finally she put me through to a supervisor who was pleasant. I should note that this rep, Jordan, was very pleasant and at this point I'll admit that I was extremely frustrated. Literally in tears because of frustration. I do appreciate her getting me to a supervisor when the rest were all rude and dismissive of me.

FIFTH rep was the supervisor who was pleasant unlike most, but still just talking in circles not really acknowledging my issues. She suggested placing the order again to which i said absolutely not I NEVER want to order with you again. She then said she would connect us to a three way call with Katapult and i thought we were finally going to get things resolved. Then while I was on hold I got hung up on. I waited a few minutes to see if they would call me back but then had to call the customer service number and start over again for the 6th time.

I got a very friendly rep this time except she had no way of looking up who I was or who i was talking to prior to her because guess what I DON'T HAVE AN ORDER NUMBER OR AN ORDER IN THEIR SYSTEM. Finally I was able to get the entire thing cancelled and close out the financing agreement since it was essentially paying for nothing. I never heard back from the supervisor who was supposed to help me.

Fast forward to 10/6/2022 and I got charged YET AGAIN by acima for this order even though IT DID NOT WORK. I am now on hold AGAIN with acima and waiting for Wayfair to answer and confirm that they in fact did not complete my order.

So now I have had over $100 in charges come out of my account for items I cant even get. I still have been given 0 information about WHY I couldn't get my items ordered in the first place. I've got nearly 3 hours tied up in phone calls and messages. I still have no bed ordered even though I need one because now I need to wait 5-7 business days to get my money back and have to wait for 2 lease programs to get taken off my credit report, and I have not been compensated or had any real solutions given to me by wayfair. This is unacceptable and unethical. I am a single mother to one adopted child who receives zero help financially, and Wayfair just completely scammed me, wasted my time, treated me like complete garbage, and continues to waste my time. I am on day 2 of not even getting a lunch break on my 20 hour days because I've been forced to deal with this crap instead, and I am extremely unhappy, disturbed, deceived, and angry with this poor excuse for a company.