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Reviews 436
DeeDee Thompson
Nov 02,2024I placed an order last night and in doing so did not realize my address needed to be updated. I attempted several times to update and was told they can not change the address due to the type of way I financed. Although I do understand my only option was to cancel. This morning I canceled. Now I just received an email saying they could not cancel the delivery. I just placed the order less than 24 hours ago. They will deliver the product to the wrong address after canceling the order. This is crazy! I have worked in service over 15 years, this would have be a simple resolve. I will NEVER recommend anyone to purchase, and if the items are delivered to the incorrect address then I will not be responsible for what happens to those items. They advised they resolved the issue but again, this order is on its way to an address I am no longer at. The company had plenty of time to cancel the shipment. I even reached out to the FEDEX before it was shipped and attempted to resolved. My order is canceled and I bare no responsibility in the items when I clearly canceled within 24 hours. The company should find a solution and make an update to the policy. This will be their loss to cover.
Patricia Robbins
Nov 01,2024Yesterday I placed an order, which I swear I did not hit the order button because the address and credit card information needed update. I immediately cancelled this order, which supposedly went through. Went back and updated the information and the order went through (without hitting the order button -- I swear)! Today I went onto my credit card statement and there were duplicate orders, which means they could not have processed the first order without the correct credit card info. I feel I was scammed. Last year I had ordered a rug for $86.00. Tried to return it and was told they would only give me $15.00 credit. SCAM!!!!
Sarah Murtha
Nov 01,2024I bought a vase from Wayfair that came completely broken in half. It was super cheaply made. Wayfair refused to give me a refund unless I jumped through all these hoops and then find a fed ex store to return it. Horrible customer service.
Holly Yates
Oct 31,2024Just had the worst experience with Wayfair. I ordered a product what I got was not that product it is so obvious . They are saying they are same. I would love to leave photos here but it won’t give me the option. I am wanting to save another customer from this headache and the most awful customer service. So not worth it.
Shannon Kilpatrick
Oct 31,2024I've had 2 orders and have canceled both because of the crappy shipping services. I came back this second time to give Wayfair another chance and placed order October 20, 2024 and had deliver date for October 28, 2024. After 3 days of not having any shipping updates and still showing as not shipped, I reached out to Wayfair customer service. I've been told REPEATEDLY that my order was in transit and couldn't be canceled each and every time I have inquired to cancel it (which has been about 5 times since I noticed there was no shipping updates by day 3). Fast forward to today, October 30, 2024, I reach back out to them again to see if there were any shipping updates and to inquire about the cancelation process since it's still showing not shipped. I was told, yet again, that it was scanned already and in transit. I asked for more information on the location it was scanned at and where it was in transit from (ya know, since it was scanned and all-smh). Come to find out it was never shipped and I was LIED to! Multiple times! I'm very, very angry about how I was treated and lied to, repeatedly. It was never shipped, let-alone scanned ANYWHERE! I was offered a solution of them shipping a new bed frame out today and would be delivered by November 6, 2024, which I declined and asked for a full refund. I was granted the full refund (which i confirmed before ending the conversation that it was a full refund) and was sent an email and ended the conversation. I opened the email and found out that I was only being refunded $255.95 out of the $261.98 that I spent. Do better! I will NOT be coming back and I will be recommending for everyone to STAY AWAY from Wayfair and will be putting in a report here and to anywhere else that I can because of the lies I've been told and the FRAUD that was attempted to be committed today in regards to not issuing me my full amount paid for the items after I was promised the full refund!
Nichole
Oct 31,2024UPDATE: as stated on a previous review, there is no resolution, Wayfair just wears you down until you give up. I have to pay $30 to return $200 curtains that were covered in someone else’s hair. They say they’ll contact you but you just get the same email repeatedly offering a 10% discount to keep the used item. Neither myself, my friends, my family nor my coworkers will be buying from Wayfair. I’ll just screenshot items I like, do a web search and buy from ANYONE else. The return policy is horrid. I spent $200 on curtains only to discover upon opening that the white liner was covered in someone/something's black hair. I called Customer Service and submitted the requested photos. She was very friendly and told me they would send a return label via email. After 3 days and no email, I again contacted Customer Service and was informed my complaint had been forwarded to "Resolution Management" and I should await their decision. What??? I had already been told I would be refunded, so I had ordered (and paid for) a different set of curtains to replace the dirty ones. Nope, Resolution Management got back to me today and told me "A few hairs on a curtain panel are not considered damage or defect". I did not pay $200 for someone else's hair!!!! I was told to launder the item or pay a fee to return. I will NEVER again order from Wayfair and I will encourage all my family and friends to avoid them at all costs. I have filed a complaint with the BBB.
Lotus T
Oct 30,2024I recently purchased a shoe rack from Wayfair, and it has been nothing short of a nightmare. The quality is extremely poor; the shoes don’t fit properly, and they keep slipping out from the back. The design is awful—nothing opens smoothly, as shoes constantly get stuck between the racks and the back panel, making it nearly unusable. It’s a frustrating mess and probably the worst purchase I’ve made in the last 20 years. The delivery experience was equally bad. The heavy planks were dropped off in an Amazon locker almost a quarter mile from my place, leaving me to haul them back myself. Overall, this has been a terrible experience. I’m beyond disappointed and want my money back.
KH
Oct 30,2024Bought Capresso coffee pot on 9/22/24, after 3 weeks the hot pad would not turn off unless unit was unplugged from the wall. I thought my elderly mother wasn't setting it correctly so I started setting it myself, indeed the hot pad didn't go off, but now it was 10/24/24, two days over the 30-day return limit. I contacted Capresso who would replace the $33 maker if I paid $30 to ship it to them. I will not buy from Wayfair again.
Manpreet Kaur
Oct 30,2024This was my first purchase from Wayfair and also my LAST!! I experienced the worst customer experience ever. Received damaged product, had to back and forth a million times to return it. They made me pay the Shipping fee for no reason and the resolution team is so rude and unprofessional. Never going to buy from them again! Lesson learnt—— NEVER BUY FROM WAYFAIR! WORST BUSINESS MODEL EVER!
Cisco
Oct 29,2024I purchased a Kohler bathroom vanity and sink through Wayfair over the phone using a Wayfair agent with an estimated delivery date of Sept. 27th via FedEx. The next day Wayfair sent me an email stating my box would be delivered to me via truck freight carrier arriving between Oct. 6-8th. My box was delivered to their local delivery partner, JW Logistics (JWL) on Oct. 11th and JWL never contacted me, never scanned or ever delivered my order to me even after I talked to them by phone and emailed them. Several Wayfair customer service agents stated to me that Wayfair had my back and would use an alternate carrier to deliver my box. I contacted two Wayfair supervisors on two separate days and gave them the names and/or phone numbers of 3 alternate delivery carriers who serviced my residential area, all 3 of which had the ability to handle the weight and size of my delivery box as documented by Kohler’s technical dept. that gave me the weight and box dimensions of my order item. Both supervisors stated to me they would contact their shipping dept and give them the 3 alternate carrier info. I gave to them to resolve my non-delivery, but neither supervisor or Wayfair’s shipping dept. ever replied or contacted me to resolve this non-delivery issue and I never received my item from Wayfair. I opened a dispute claim with my credit card company for my full purchase price (FPP). Wayfair’s refund policy is a 10 business day wait time after a non-delivery. I contacted Wayfair by phone on Oct. 25th, 13 business days beyond my delivery date to receive my refund. Wayfair acknowledged receiving my credit card dispute claim and their billing dept stated to me that Wayfair had initiated my refund with my credit card company and that my FPP was refunded back to my credit card account number on Oct. 21st and to allow 3-5 business days for my refund to post on my credit card account. I requested and received an email with this refund information in writing from Wayfair. I called my credit card company by phone after this conversation with Wayfair and they stated that they had not received any refund from Wayfair on Oct. 21st. I logged onto my Wayfair account on their website to look at this matter. My order number stated in writing that I had an “Outstanding Balance” for my FPP and that I needed to make this “Order Payment” to Wayfair. When I viewed my order number invoices it showed my initial credit card transaction date with my FFP payment to Wayfair when I puchased my item and my second credit card transaction date on Oct. 21st when Wayfair stated they refunded my initial FPP to my credit card company which they had not done. Instead of refunding my initial FPP as Wayfair stated they did on Oct. 21st, Wayfair’s billing dept. removed my FPP payment knowing full well that I had never received my purchased item and stated I needed to make the FPP to Wayfair for my undelivered order item. I called Wayfair again and asked to talk to their billing dept. directly to receive my full refund they stated had been issued to my credit card company on Oct. 21st and was told I could not speak to them directly. I asked to be transferred to a supervisor which was done. I described the email containing written information from their billing dept. stating my refund had been issued on Oct. 21st to my credit card company which had not been done and my order and invoice information on their website that also showed and confirmed that my refund was issued on Oct. 21st but also showed an outstanding balance for my FPP when I had never received my order. The supervisor explained to me that their billing dept. could not take any financial action or any action at all on my order because of my dispute claim using my credit card company was unresolved and could not issue a refund until the credit card company dispute claim had been resolved. The supervisor had my account order information on her computer screen and I informed her again that I had a written email statement obtained from Wayfair’s billing dept. that my FPP had been refunded to me on Oct. 21st and the supervisor was able to look at my account info. which documented my refund had been issued on Oct. 21st as stated in writing by their billing dept. when, in fact, this had not been done. I asked the supervisor how Wayfair intended to resolve my credit card dispute claim without refunding my FPP. She again stated to me that Wayfair’s billing dept. could not take any financial action or any other action at all involving my order to refund my FPP due to an unresolved credit card dispute claim. I received a second, more 'official', email directly from Wayfair's billing dept. stating that they refunded my FPP to my credit card account when in fact, my credit card company informed me that Wayfair did not issue any such refund. My FPP was just over $900.
NeverAgainWayfair
Oct 28,2024What a scam. I bought two sets of chairs. One set came with a leg snapped off, of which they offered a 10% discount and eventually agreed to send a new chair. I mean it was literally un-usable, what would a 10% discount do?! The other set of chair was clearly “open” box even though I paid full price for new chairs. They were thrown in the box, not wrapped, no tools, no instructions, the screws were stripped and in a ziploc bag. The box was damaged and obviously re-taped. I got two set of chairs so I know what a new box looked like despite being broken. If I wanted open box I would have paid for open box, but I wanted new chairs and paid as such. There was no resolution from customer service, just a run around. It is a scam to charge the customers the new price and send them a used product. I spend thousands of dollars per year on wayfair and due to their poor customer service I won’t be ordering from there again and would suggest others not as well. Despite the below response from wayfair the issue of sending open box items as new has not been resolved. They did agree to send new chairs for the one with the broken leg. But I have no resolution for getting open box items and paying as new. Still NOT great customer service from wayfair bots.
Heitor Santos
Oct 27,2024Delivery team in NYC could be better. Had a dining table to be delivered on a Friday, from 3 to 7pm. Received a call informing it was going to be delivered at 3, I asked them to come later in the day and was informed it was not possible. Package delivery rescheduled for Sunday, from 7am to 11am. Didn’t receive a call this time, reached out to wayfair online support at 9 (nice of them to have someone on a Sunday I guess). I was informed my package was still scheduled to be delivered before 11am. They told me to continue waiting. At 11, nothing arrived. I called the large parcel delivery team and was informed there was a glitch in the system and my package had not been loaded in the truck. Asked them to pick up the package and try to deliver on Sunday still as I was already home and waiting. I was told that was not possible and the next available day would be Tuesday. Later, received another email stating this time the delivery would happen on Tuesday from 7AM to 7PM (12 hour window period). Reached out to costumer support online, explained how frustrating all the experience had been. They were not able to offer any meaningful help and it seemed like the agent was using chatGPT to answer my questions and sound “empathetic”. I asked for an email or for a way to leave a formal complaint about how frustrating the whole experience had been, and was informed they had no such thing. It’s sad they don’t have any meaningful way for the customer to share feedback.
Pamela handon
Oct 27,2024The use FEDEX as a shipper and they are horrible. They keep delaying the delivery by updating different delivery dates, but I still have not received my area rug and non-slip. When I reached out to Wayfair their response has been terrible. They seem to not care about anything after they receive money from you. You can't cancel because they state you have to receive the package to cancel the order. So you are in limbo, and they have your money so you can't do anything but wait. I was going to order some additional items but changed my mind after this experience. They need to have better resolutions in place for their customers when things like this happen. Show that they care about them and will do everything to make sure they receive the product they order and have steps to ensure this happens. Achieving excellent customer Service is nearly impossible for these companies!
Mary Nurse
Oct 27,2024Most items are decent from Wayfair but when you get an item that is defective, they ask you email the resolutions team and send photos and videos. Then they say that it's not that bad of a defect so we can give you $5 or some change to keep it. WTF. I bought a new item so I expect a new item that doesn't have a hole in the fabric! Then they said I can return it but will have to pay for shipping and handling. Wayfair just lost a customer and there is no fairness in that name. The company need to change its name to WayNOfair. Yes, the resolution is $7.05 refund for a teared fabric. Good job, waynofair.
Mary King
Oct 27,2024I am shocked at the scores here. I've ordered from Wayfair for many many years and had great experiences over and over whether it was something for my home or for my office. Love Wayfair. Always arrives in a timely fashion, just as appeared online and quality products. I've ordered lovely rugs for my office, sofas, desks, wood rack for my firewood .... you name it - along with these last chairs and a coffee table for my porch. All terrific. Don't know how people can have given these negative reviews --- makes no sense to me. AND the remarks about the customer service.... ??? I called them and have gotten bright, personable, helpful staff. Are we talking about the same place? I'm really perplexed.
Jason Perry
Oct 27,2024This is the worse company by far I’ve ever dealt with. DO NOT BUY ANYTHING FROM THIS COMPANY. We bought a vanity that arrived poorly assembled with a scratch on the front. They are making us pay the shipping to send back damaged product because “it doesn’t impact the functionality” if you ask to speak to a manager you’ll be told the ceo is next in line nd he’s not customer facing… ill say it again… their customer service team has no management according to them… I emailed BBB They replied with an apology and to speak to the resolution management team that I had reported. They dont care about their consumers. If you keep pushing the issue they will tell you they aren’t going to respond anymore. I was never unkind, nor did I use bad language for them to refuse to help. They simple just weren’t going to do the right thing. I now have an email into their legal department. your option isn’t to return it… it’s to not buy from them in the future. Anyone reading thinking it’s always been great. It had always been for us also. Pay attention to the new reviews. You’ll get an apology and that’s all you get. DO NOT BUY FROM WAYFAIR!
Tom Pierce
Oct 26,2024Cheap, damaged product sent, terrible customer service when I wanted to return. They had me jump through a million frustrating hoops. Had to upload specific images, go back and forth with an agent whose job it was to convince me to keep the item. Eventually, I decided it wasn't worth $70 to deal with all that and it's better to just toss the item. Definitely will not buy from them again.
Andrew Arias
Oct 26,2024A bunch of F****** idiots makeup the customer services team. I've never delt with such a group of uneducated idiots in my life. If there is no script of a yes or no answer they are freaking clueless man. First and last time I ever purchase with them EVER!!
Michael Abbott
Oct 25,2024Wayfair is a bad on-line retailer. I ordered a patio set on 9/3 then tried to cancel on 9/4. They said it was too late to cancel but I could return it no problem. I received two big boxes on 9/9. I printed their return label and returned the two boxes UNOPENED on 9/10 via FedEx. A refund was issued on 9/11. All good. Then on 10/3 I got an email from "Kisha S." stating I sent them them the wrong stuff and they would be recharging me for the purchase. I responded that I returned what they sent me, but they continued to say sorry, it was my mistake for sending the wrong stuff back. Luckily, my credit card company, USAA, is doing a great job of protecting me from scams like this. Wayfair sells some decent products at a decent price, but if you have a problem, you will likely be out of luck. Don't give them your credit card number. Check out other on-line retailers. Very sad customer service.
Dave
Nov 02,2024Horrible experience. Ordered and received delivery date and confirmation that came and went. When I called for help was told I have to wait 10 days to find out where my order was. At 9 1/2 days finally received text stating my order was canceled. Contacted the company and was told no one knew why my order was cancelled, then was informed it was a computer problem. Looked elsewhere and found it cheaper and got next day delivery. A+ for Home Depot a fail for wayfair.