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Reviews 436
Sinisa Vucenovic
Dec 06,2024Since I can’t just reply to Wayfair, I want to say that manager didn’t do anything except transferring me to others in customer service. This company is terrible once again. I didn’t even say that any manager is working with me but this is the worse experience I ever had. If 0 is allowed for rating, I would rate them 0. Wayfair - Order not delivered timely, customer service horrible Dec 05, 2024 I ordered a mattress on November 27th, with a promised delivery date of December 1st. However, on December 1st, I received an email stating that my order would be delivered on December 5th. Subsequently, I received another email indicating a delivery date of December 6th. Today, December 5th, I received yet another email stating that my order will now be delivered on December 11th. Customer service has been unhelpful, attributing the delay to FedEx mistakenly shipping my mattress from New Jersey to California instead of Michigan. They have stated that they cannot do anything about this issue. When I requested to speak with a supervisor, the customer service representative refused to transfer my call. I am extremely dissatisfied with this experience and the lack of support from your company. I would appreciate it if you could address this issue promptly. Do not buy from them!
Isis Milian
Dec 06,2024Their merchandise is beautiful, good quality, and fair prices,but I can't deal with the horrible customer service. I think I just purchased my last item with them.
Ryan Matthew
Dec 06,2024UPDATE: On principle, I stand by what I wrote, but the addendum to this story is that the manager Wayfair referenced in the reply below DID resolve my issue, and left me feeling satisfied. Lean into great customer service experts like Stephen and AWAY from unempowered cheap labor clicking through prompts that infuriate rather than help. . . . . . Original review. . . . . . After a decade of doing business with Wayfair, I’m closing the door. Customer service, which was once great, has clearly gone the way of the cost-cutters. Long story short, inaccurate delivery information on the website, unwillingness to honor the original price when I had to re-order later in order to get the product to arrive on time, and generally surly customer service representatives across the board. I told everyone I spoke to that if they didn’t value me as a customer, I wouldn’t be coming back, and ultimately that seemed to be the decision that they were OK with. They lost me as a customer over $80, and I’ve spent tens of thousands of dollars on Wayfair. Don’t worry though – I’m sure they have 10 online rivals that are hungry for their business. Someday, maybe companies will realize that customer service, the thing that gets loyal customers in the first place, isn’t the place to cut costs. Good bye Wayfair – it was good when it was good.
Rick Brady
Dec 06,2024Horrible experience. They kept changing delivery dates, then when they finally delivered the order, part of it was missing. They have made me jump through hoops to get this fixed, but never resolved anything. When I called to return the part of the order they did send, they said they were having problems with their computers, then disconnected the call. Nothing was easy. Nothing went right. Complete waste of time and energy. I would never recommend this nightmare of a company and hope you check out other sources for your needs. You may save $10 with Wayfair, but will regret it, trust me.
Customer
Dec 05,2024Update: when it became obvious I was not going to be getting help from the manufacturer I called Wayfair again and asked for a refund. I did receive the refund in a timely manner and bought the chairs elsewhere, hassle free. Unfortunately it was too little too late for me to change my mind on their customer service but the issue has now been resolved. I ordered 4 chairs in November. They were delivered over a week ago. I called to tell wayfair the day i received them that they were the wrong chairs. They sent an entirely different chair and a different color that wasn't even listed. The gal told me i had to work with the manufacturer. So I waited the required 3 days for the manufacturer to contact me via email. They wanted photos. I sent them. On day 5 I ask for an update and this is what ib received back "You ordered two boxes and both boxes of chairs were shipped to you by mistake? Thank you for your understanding." This is clearly not going to be resolved in any timely manner.
UNHAPPY
Dec 05,2024what went wrong? 1) I bought a couch (sectional) paid over $800 for this sectional, got it inside unboxed it and took the boxes out to the recycle, started to put the couch together and one it was not as picture way smaller and it was broken the wood where you connect the back to the bottom was broken off, I got online the next day because it was already 9:30pm when i got home to put it together, got online and was speaking to a "live agent" she told me that i had to wait 2 business days for someone to get back to me from another department, I waited they emailed NOT CALLED and told me that i could either wait for someone to call me back again or I could return the items in the original boxes now mind you I already threw the boxes out and that I would have to pay to have it shipped back!!!! I then went back to there website so that I could cancel my other item and i placed a cancel on it they have not shipped it at the time and I still received the item and I went on line to send that back and they wanted me to pay half the price of the item just to ship it back to them after i canceled it and they still sent it to me!!! NEVER EVER BUY FROM THEM UNLESS YOU WANT POOR SERVICE IN RETURN.
Jamie
Dec 05,2024Worst customer service we have ever received from a company. On the Chat for an hour about a sofa table arriving damaged before they finally told us to call “customer service”. We were told they could not help with the damaged furniture and that they sent complaint to the manufacturer. Called customer service and once again got the runaround and then hung up on us. DO NOT BUY FROM WAYFAIR. I will only purchase from a local furniture company moving forward.
Tristen
Dec 05,2024Delayed Order My order stated a delivery date and then that date came and went. I contacted the company two days later and was told I couldn't cancel the order, even though it wasn't shipped and they didn't know why. I was told I had to wait two more days and then I could. Contacted two days later and was told I couldn't cancel. It was against policy and I could return was it was (ever?) received. I stated that was ridiculous because I shouldn't have to pay a return fee for their error. No avail. The order finally arrived 2.5 weeks later and again was told they can't refund the return policy. NEVER USE THEM. I'm not a fan of the big giant online retailer, but at least they have policies in place to take care of the customer. Got my original item from another retailer and magically it came timely.
Kenneth Haubert
Dec 04,2024I purchase a product from Wayfair and there was a problem. First, I contacted manufacturer, but they were utterly unresponsive; so I appealed to Wayfair customer service. They interceded effectively and situation was resolved promptly. Therefore, I had a most positive experience. However, all that changed over the next few weeks because EVERY time I opened my computer (not even a browser), the Wayfair homepage appeared. I don't know why or how to stop it. Obviously, Wayfair paid for this irritating, intrusion which I HATE. I could not find contact info to complain to corporate, so I called Customer Service, which only offers 2 prompts: place order or existing order. There could be other issues, but they apparently only care about sales. I chose "existing order" only because an order is what prompted this invasion of my computer. However, the rep barely spoke English. I will NEVER, EVER use or recommend Wayfair for their intrusiveness. Without even opening a web browser, their insipid homepage shows up and there is no identified way to end this. I suggest that NO ONE purchase from Wayfair, even if products and prices are good. It is not worth it, if it means being constantly barraged by unwanted popup. My sole purchase was over a month ago and I still cannot escape their horribly intrusive marketing web.
Curtis Drennon
Dec 04,2024Promised delivery date missed so far by a week can't guarantee a new date. Refuses to issue refund.
Chris Parker
Dec 04,2024Delivery delays. Unable to cancel. They want to charge a lot for the return once/if it finally arrives. They just say "it's delayed, wait 3 weeks and then contact us." There's not much use for a Christmas tree delivered really late, long after the "Get It By" date.
Donna Jamieson
Dec 04,2024I just saw an ad for wayfair and I believe it was Kelly Clarkston and she said what *!%@, and I thought that that was really below Wayfair standards especially as our children are watching.
Vaden Calhoun
Dec 03,2024I placed an order for a sofa- then realized that the sofa is too large for the area intended- immediately cancelled the order and wayfair kept it in a pending cancellation status for over two days- I even tried to contact wayfair as I made a replacement order for 2 additional sofas that would fit my intended space. In the attached photos you can see that the sofa was not shipped just ordered and everything else happened two days after with Wayfair IGNORING my request for cancellation and moving the sofa out of a Pending Cancellation Status. WAYFAIR IS REFUSING TO CANCEL AN ORDER THAT WAS ALREADY PENDING CANCELLATION- JUST TO INITATE A CHARGE OF 80.00- THIS IS A SCAM AND I WILL NOT STOP WITH THE BAD REVIEWS ON ALL SOCIAL MEDIA AND INTERNET REVIEW SITES UNTIL WAYFAIR CHANGES THEIR FRAUDULENT ACTIONS I received an email that the order was canceled, but then it was rejected and the pending status of cancellation was removed where you were forcing me to pay $80 to return the sofa. I have proof through email that this order is supposed to be canceled. your customer should not have to go through this crap.
Denise Monreal
Dec 03,2024Ordered for the first time and the item came damaged. We didn’t even open the box; the parts were coming out the box in broken pieces. We decided hey let’s order a different item; item came broken, shelves were lop sided, the whole item was shifted and broken. My husband wanted to do a “3rd time is a charm?” I said NO! They wanted to replace the broken parts but how can we replace them if it’s broken and the whole thing is shifted!
Stephen Hohn Jr
Dec 03,2024I ordered from Wayfair because the items I desperately needed showed the quickest delivery time with Wayfair. It is now the original date of the shipments expected arrival and the items still haven't even shipped yet. Unfortunately every day that has passed so far has resulted in my arrival date being pushed further and further out. Even though the order still has not shipped I've been told I can't cancel the order. Unfortunately this has happened a few times with previous orders through this company but I decided to give it another go.
Denise Cooper
Dec 03,2024I ordered a stool counter height, 10 days later I received a chair, not even close, and the chair was damaged. Customer service saw pictures sent return label and processed replacement, another 10 days I received the correct stool, but it arrived damaged. Sent pictures they offered money off, I declined I want a new stool. The chat reps are idiots that get paid by the number of customers they can infuriate, I was so mad I didn’t want a replacement I just wanted to return it and get my money back, the chat rep told me it would be $27 for FedEx to pick up or $23 for me to drop off. 🤯I end up calling and thought everything was taken care of. I was waiting for my return shipping label to be sent and it never came. I come to find out it’s under review now and they won’t send shipping label, as if I’m running some type of wayfair scam, I’m treated like a criminal. I will never use them again or their sister companies. If my “review” isn’t completed by tomorrow I’m disputing charge with credit card company. 😡 Your “Resolution Team” just sent a response that it’s just superficial damage and they’ll give me 15% off. ITS DAMAGE! Again another day of no return label and holding my money hostage. I want you to put this stool in your home. Also this was supposed to be one of 8 stools that I eventually needed so even if I kept the damaged stool there is absolutely no way I’d order another 7 from you. DO NOT DO BUSINESS WITH WAYFAIR. I don’t know whose new business motto it was but they need to be fired.
Lee
Dec 02,2024I bought two parsons chairs from Wayfair recently. I assembled one just fine but when I went to assemble the other one 9 screws were missing and two legs were missing. Wayfair refused to give a 50% discount for the chair that was not usable. They said they'd give me 25% or I could disassemble the one the I put together and ship it and the messed up one back for a full refund. Obviously I wasn't going to do that after spending an hour to put its together. This is poor business practices and not fair at all. Buyer beware!
Tim Szczesny (Michigan, United States)
Dec 02,2024I really don't understand the dismal reviews here for wayfair.com. It really makes me wonder if some other retailer is submitting fake reviews. I have purchased a couple dozen items from Wayfair. All but one have been extremely high quality. Every item was a good price compared to other retailers and shipped very quickly with great communication. Even the return process was outstanding. Yes, I had to pay return shipping cost for a very large print that we did not like, but it was very inexpensive shipping cost. Wayfair made the return process very simple and issued a credit within an hour of me dropping off the package at FedEx. They also gave me the option for the refund to go to website credit or my original credit card. I don't know what more anyone can ask.
Tessa
Dec 01,2024Wayfair doesn't honor their own internal sales, takes no responsibility for receiving damaged or used products. I purchased something that went on additional discount before I even received it and yet when I reached out to Wayfair they said they don't honor their own internal discounts. After that discussion I opened the package after receiving it to find that the item was clearly a return. It had damage from being assembled and the set of screws and other assembly pieces had been cut open and was just tapped back together with clear packing tape. I asked wayfair why I had received a used product and they said that I would have to wait to hear from the manufacture. I would have been better off ordering directly from a place like AliExpress for hundreds of dollars less. I would have received the same (poor) level of customer service from them that I got from Wayfair. This was my first and last shopping at wayfair.
Linda
Dec 06,2024If I could give a Zero I would! Ordered a Christmas tree Nov 29. Still has not shipped and the delivery date is tomorrow. Spoke to customer service rep who said it could ship anytime from the supplier. No offer to contact them or ascertain why the item has not shipped. It has had a FedEx tracking number for a week. Now will search for a tree locally and cancel the order. First and last experience with Wayfair.