Wayfair
Reviews and Complaints

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.

Good afternoon ! On the 21st September I have placed an order -#[protected] which was meant to arrive on the 23 Rd of September.

Not even till this day I haven’t received anything.

The delivery company who was in charge of the parcel never showed up . Took 3 days off from work just to receive delivery.

No one came. We have also consierge I have checked with them no delivery was attempted as they were saying on their website. Please can u look into it !

Thank you !

We just bought a new home and needed everything. Attempting to fill the need I ordered multiple items, bedroom sets, living room sets, ect. I received confirmation e-mails for my orders all was well, so I thought! They started changing the orders, instead of queen box spring they sent a twin, who has to pay for the return me! All of a sudden, they change a 6-piece queen bedroom set to a 6-drawer dresser. When I call, they say we don't know what happened, but they will no longer provide me with queen set, too bad! They don't want to give me my money back they want to give store credit?!? it's a scam! I want my $6000 dollars back in full! Very upset and can't believe they can get away with these kinds of business tactics. I am now finding out they have been able to get away with doing these kinds of business to a lot of people, I'm not the only one. They need to be shut down and taken down. Times are hard right now for many people and companies like this are being permitted to rip people off. I have received nothing from them and want all of my money back!

REFUND REQUESTED FOR ORDER NUMBEER #[protected]

I am very upset about how this whole order was handled and I am requesting a full refund. I had to wait three months to assemble the bar because I kept receiving a broken Panel B. The Panel B arrived broken 4 times. I had to pay twice for someone to come and assemble it and I paid over $200 for the assembly. Frankly the quality is so bad that I am afraid it will break very quickly. I cannot even dismantle it to send it back because it will break.

I NEED A FULL REFUND. I am really not happy with this purchase. I paid $620 for it which is way too much money for what I received and now I found out it is at 50% discount.

Please process a full refund immediately including the additional $200 dollars I paid separately

Thank you

They refuse to correctly change my telephone number on my credit card acct. I have tried twice, THIS TIME. I went through this same process 4 months ago and they still have the phone number wrong. They input the number wrong both times. I call to verify the acct so I can pay my bill. Even with my social security number and the address that I’ve had to call them about twice they won’t verify my identity without the phone number that they input incorrectly. I have asked twice (THIS TIME AROUND) for them to send me a verification letter so I can verify the acct but they won’t tell me what address they are sending the verification letter to. I no longer live at the original address. However, I can charge up to the limit without a problem. I need to verify the acct so I can pay it off and close it. They are awful.

Hello,

I remember clearly changing the address on my 2nd order with this company. I ordered a year ago from my mother's house (which I sold). I ordered curtains a month ago, and didn't look into the delay within their time limit, and they won't help me. The person who received the package should have returned it, but apparently, didn't. That amazes me.

The company won't refund my money. It was tracked as, "Delivered."

Wow.

Ordered numerous items from Wayfair totaling over $3000 on August 22, 2022

Products were inferior quality and not as described on website.

I immediately contacted Wayfair.

I was redirected to a member of the "Executive Resolution Team".

It took numerous days for member of "Executive Resolution Team" to respond.

Requested form of communication, a phone call, was disregarded.

"Executive Resolution Team" member initiated returns and refunds without communicating with me first.

I have contacted Wayfair numerous times regarding these issues as well as my dissatisfaction with the "Executive Resolution Team" members handling of the issues but have yet to receive a response.

Another issue with the same order is lack of communication with regards to delivery. I was not contacted about delivery of an item by either Wayfair or the delivery company. I called Wayfair prior to this delivery as I knew I would not be available. I was assured I would be contacted and at that point I would be able to reschedule for a later date. The only communication I received about the delivery was from the guard at the entry gate to my neighborhood. I was told by the delivery company the driver could wait 10 min at the house. I found a neighbor to accept delivery within 4 minutes but the driver had already left.

The member of the "Executive Resolution Team", without contacting me, initiated a return and charged me $139.00 for return shipping.

I have called, sent an email and spoken to representatives at Wayfair but have been told the only people who can deal with issues such as these are employees on the level of the "Executive Resolution Team". I have yet to receive any communication from anyone in the "Executive Resolution Team" department.

Hello

On august 24, 2022 when faucet is turned on you get spraying and water stream at the same time.

The spray/stream buttons do not work

I purchased the WMF-8201ZNL-BN - Hybrid Metal Deck Kitchen Sink Faucet 28mm Spout with Pull down Spray Brushed Nickel through Walmart .com

it arrived August 31, 2021 so it's not one year old yet.

Can you help

Thank you

[protected]@gmail.com

I ordered 7 more chairs to match the 4 I already bought from wayfair back in November of 2020. It’s been 2 years that I’ve been waiting for delivery. I’ve now got two advocates assisting me. I bought the chairs to match the four at one kitchen table and the other 6 I want to match and use for my 10 ft table my husband bought for my birthday after we moved into a new home. I have not been able to host for holidays, events or use my table because the chairs still have not arrived. I’m told over and over that they’re waiting for the supplier to ship. I’ve been told since the very beginning that the chairs are on back order though the chairs continue to be sold online and also after being told by one of my advocates that their are close to 1000 in stock sitting in New York. If they were out of stock then why does wayfair continue to sell them under two different names? Two years I’ve been inconvenienced and patiently waiting for my delivery. Apparently, a new order has been placed and I was told I’d get my chairs in the next couple of weeks only to get another back ordered notification knowing full well they are in stock. How do I know this to be true? The second advocate sent me the info of how many were in stock. I’m not sure what is going on but I need the chairs. I’ve purchased quite a bit of furniture from wayfair over the years with no problem. This is the most important purchase I’ve ever made from you guys and never received my order. I keep getting the run around. It does not make wayfair look good or their suppliers look good. As a matter of fact, it looks very shady. I could not host my 20th wedding anniversary celebration in my home. Nor my parents 50th celebration. I could not host my daughters high school graduation celebration last year. Nor hold an event for my friend running for Congress as I had promised him, because I had no place to seat everyone. When will my chairs arrive?

I am extremely disappointed with the "customer service" I just received. I have spent thousands of dollars at Wayfair, and when my item was missing, their "manager" would not make it right and would not escalate my complaint. This is not the way I expect Wayfair to respond to a missing item. I am made to feel like a liar and that your vendors don't ever make mistakes. Extremely disappointed!

This was ordered in April of this year and after numerous attempts, have had no response. I preferred this for a graduation party and was disappointed it didn’t make it. I’ve had no follow up on this order whatsoever since it was placed.

Please see copies of order and follow up in photos below. I’d love to have the chair but if not possible, please refund my monies. If you need more information, please contact: Leigh Moore

[protected]@gmail.com 304 Bay Park Drive Brandon MS 39047. Order # 1140 on April 17th 2022 Thank you

Margaret Leigh Moore

I ordered a day bed with trundle, two mattresses and two sets linens. I was putting the bed together, and it wasn’t until the end that I realized the bottom part was 2 drawers instead of a trundle bed. This was in May. I called customer service and they suggested sending a replacement part. It was suppose to arrive within a week. It didn’t arrive and I was emailed it would arrive end of July. I called and asked for discount. I received 20% refund for the bed only. July passed and I received an email it should arrive by the end of September. This is inexcusable. I emailed a supervisor I had been in contact with on August 5th and August 10th with no response. I called customer service and no supervisor was available but whomever I was talking to said I should receive an email reply within 2 days. Still nothing. In my email on August 10th, I asked for a complete refund so I can purchase a bed that is actually a trundle like I ordered. I am a widow and have 2 grand daughters that each need a bed. I feel like I am getting the run around and thinking they are hoping I will forget. I still have a second mattress in plastic that I cannot use. This lack of response and customer service is appalling.

Sincerely, Carolyn

On 8/1/2022, I ordered 2 Essex 6 Drawer Double Dressers in Winter Gray. They were delivered on 8/3/2022, but they were White. Wayfair was contacted right away about the wrong item delivered with photos uploaded and a return shipping label was emailed with a pickup date of 8/9/2022. On 8/6/2022, we were advised that 2 more dressers were being shipped. The following day, 8/7 we received 2 more white dressers. We then had 4 white dressers in large boxes sitting in my living room taking up space. We notified Wayfair immediately of the wrong items being delivered again and photos were uploaded again. Another shipping label was created for the second set of dressers to be picked up on 8/10. The first set of dressers was picked up by FedEx on 8/8/22 and the second set of dressers was picked up on 8/10/22. On 8/11/2022, FedEx delivered 1 White dresser and advised they only had one dresser this time. I told FedEx to take the item with him as a "return to sender". We contacted Wayfair again and spoke to Katherine. I advised Katherine that we received the wrong item for a third time, however, I sent it back with FedEx so no need to create a shipping label for pickup. Katherine advised that she would get another dresser sent out. No one can figure out what is the issue and why we keep receiving the wrong item. On 8/12/2022, I called and spoke to Ryan at Wayfair due to the Hold on the item being shipped. Ryan released the Hold and on 8/13/2022 another white dresser was delivered. I contacted Anjelica who passed me onto her supervisor, Lynn at Wayfair. Lynn "damaged" out the dresser that was delivered and cancelled my order from 8/1/2022 with $233.95 (x2) going back to my card. Lynn stated after cancelling the order to order the dressers again with a new order number as there is no explanation on why we keep receiving the wrong item. I ordered 1 Essex 6 Drawer Dresser in Winter Gray with a delivery date of 8/16. Today, 8/16, FedEx delivered yet again another White dresser to me. By this time, the same FedEx delivery driver is the one dropping off and picking up large heavy boxes of the wrong furniture. My husband met the FedEx driver out front before he managed to get the large heavy box off of his truck. The driver and my husband confirmed that it was indeed another White dresser. Photos of the item were taken and we informed the FedEx driver to "return to sender" again and the item never made it off the truck. We called Wayfair right away and spoke to the rudest and non-helpful person I have ever spoken to, Cay. You can understand our frustration and inconvenience by this time after dealing with this for 2 weeks with no solution and still no furniture. When we told Cay that the item was "return to sender" and the FedEx driver took it with him, she told us that we need to contact FedEx and before she could finish her sentence we told her that we are not contacting anyone when Wayfair continues to deliver the wrong item. We asked Cay to speak to her supervisor and she told us she does not have a supervisor above her. We asked for a corporate phone number and we were told she cannot provide us with that phone number. We asked Cay what state she was located out of and she said she is not at liberty to tell us that. Every supervisor we have spoken to (Bobbie out of GA, Lynn out of FL) have told us what state they are in and have at least tried to settle our issue, but not Cay. Cay is a poor example of a supervisor with no customer service skills whatsoever. It has been 2 weeks and we still have no furniture in our bedroom. We donated our furniture to a homeless shelter when we purchased the dressers on 8/1. Our clothes have been on our floor in piles. We have taken time off of work to ensure someone was home for delivery. We have spent hours on the phone with Wayfair trying to resolve this issue with no solution. We have stored large heavy boxes of furniture in our living room taking up space to be picked up by FedEx. We have received 7 White dressers which were all wrong. We have been told by supervisors that someone will call us back, but no one has ever contacted us back. We were also told that a case manager has been assigned to us and will look into it. The warehouse managers have not looked into this as it may be a mix up in one of the warehouses. We have cancelled both orders for this dresser as it is clear that a Winter Gray dresser is not going to be delivered. We request that both orders be refunded immediately. We also would like Wayfair to compensate us for all of this frustration and hassle it has caused us by offering another dresser of our choice for the price of the one that we originally ordered.

I ordered #[protected]. I have received the desk but not the vanity stool. I have been given three delivery dates but have not received the vanity stool. I called customer service two days ago, customer service could not explain why the item has not been shipped to me. She said said someone would call me, I am still waiting for the call. I want the vanity stool, why can’t it be shipped to me?! My shipping and mailing address is correct, I am very very upset. I have been a customer for many years , never had such a problem. I want the stool and I want it now . Carol crader. 5901 mariposa ave Citrus Heights ca. 95610

I purchased a bedroom set in early July. The items were delivered my mid July and assembly was to happen between July 13 and 18. Then the fiasco began. Assemblers (Handy) continually changed the date they would perform assembly. Then, several would not show up. One bypassed management (Independent Living Facility), knocked on the door and when there was no answer, they left. If they had checked in with management, as they were supposed to do, they would have been given access to the apartment and been able to complete assembly.

When an assembler did come, I called Wayfair. Customer service was great and helped me to get orders for the assembler to complete all pieces. He did a very good job.

After completion, we noticed a separation of a seam in the headboard. I requested a replacement of the headboard and was told "no parts are available". They sent another complete bed. This one worked out fine. However, they did not want the bed returned, saying I could donate it. Not one of the listed organizations would take the bed as it had an open seam. I had to search for someone to take the bed or I would have to dispose of it. This should never have been my responsibility.

From beginning to end took a month. It was frustrating and disappointing. I have decided to never use Wayfair again for this type of purchase. I have talked to others who have had similar experiences. They, too, have decided it is not worth it to deal with Wayfair.

Also, Wayfair should contract with a different assembler.

I ordered a futon/mattress set. I paid extra for the assembly. The items arrived via FedEx. I then waited for the assembly person to contact me to do the assembly. The 3rd party handyman service hired by Wayfair postponed the appointment twice then I was informed that there were no local handymen available to assemble this item. I then attempted to assemble it myself and discovered. half the screws were missing. I then contacted Wayfair and said I wanted to return the items. I said that the items were out of the shipping packages and the item was partially assembled. I was first told that I had to find boxes and mattress packaging and then call FedEx! I said no! When I said find someone to pick up the items, I was told oh, we do contract with a company called NonStop. I was given a Bill number by Wayfair and I was told I would be contacted by that company to arrange the pick up within 3 business days. After day 4, I contacted Wayfair. They contacted NonStop and they said it would be expedited. After another few days I contacted NonStop directly. I was told that they were told by Wayfair it was an Amazon order! I said no it was not and I was given the Bill number by Wayfair! I was then told, oh we were misinformed and it really was a Wayfair order! I was told again that the pickup would be expedited, yet again. 3 days later, still no pickup/return has been scheduled. My experience with Wayfair has been horrible. I will never deal with Wayfair again. I plan on posting a review on Yelp.

Orders a patio set 12 peice early july 2022 for an event. I received a delivery date of 7/22/22; noone came and no one contacted me via email or phone. I spoke to several representatives who reported my items were in manassas virginina in a warehouse. The person i attempted to contact was " brittan" and shawn ( shipping mgr) he reported. I was told that the warehouse mgr " michael" could only be reached by email or " facebook messenger" per shawn. With much attempte to resolve i decided to cancel the order because its evident that you all do not deliver on its promise. I will not use this business again. Unprofessional, uncaring, poorly structured, poor internal controls in handling situations, poos problem solve to say the least.

I sent back a water fountain because it was not the correct size for my yard. I asked for my money to be refunded. They said they never received my return. Not my problem. I sent the item back! I do not have the item and still being charged for an item that was returned. They have horrible customer service reps. They are rude and just take your money. I will not pay for item I don't have!

I also ordered an umbrella that I never received. It said delivered but never received it. They will not send me another one as a replacement. They will not refund my money. I have cancer and can't be in direct sunlight. I asked if they would refund my money and they will not! So I can take my business elsewhere but they told me any further emails regarding this umbrella would be ignored. I am completely frustrated with Wayfair. Going through cancer treatments is very expensive and just to hand out money with not products is not right. I just want all my money back for both products. I am not sure where to go from here to get my money back. Please help...

I ordered a recliner on 7/10/22. Order number [protected] Took my money, but I never got my order. I want my money back asap. Was first told would come that Friday Or Saturday. Then changed till Monday. Needless to say never got my order, Have sent in complaint to the BBB.

I purchased a loveseat and sofa which became a nightmare. The purchase was made with an $84 store credit along with my credit card. Within 5 minutes of finalizing the purchase I called customer service to change the delivery address, and it was already too late.

Over the next week, the loveseat was delivered but not the sofa. After setting up the loveseat, I found it was not going to work for me. The loveseat was too high, so my feet did not touch the floor unless I just put the ball of feet on the floor.

I called to return the loveseat, which was handled, and was set for pickup the next day. The same day the sofa was supposed to be delivered. No sofa but picked up the loveseat. I told the FedEx driver to send the sofa back to Wayfair as I was refusing delivery. Next day sofa was delivered. I again told the driver I was refusing delivery. The next day, a Sunday I was notified the sofa would be delivered that day. I called FedEx and told them I would not be home for delivery and that I wanted it returned to Wayfair. Finally it was returned.

I then wanted to buy an area rug which I did, but only $40 of store credit. I went ahead and bought the rug, but I see that the remaining $40+ dollars have not been returned to my account.

I've had it with Wayfair. I will never do business with your company again.

Susan Gross

[protected]@aol.com