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Reviews 436
David
Feb 01,2025I would give negative stars if I could. Wayfair sells shoddy products, ships them in inadequate packaging & when they arrive broken or with issues they string out the near non-existent customer service/return process to the point that it almost isn't worth the frustration. The website descriptions are often inaccurate & the "easy returns" process is a lie. I guarantee you they will find a way to charge you to make a return. I got burned by Wayfair twice & now I know to never even to visit the website again. You have been warned.
Moni D
Jan 31,2025I would give negative stars if it was possible. I ordered a chair on january eleventh of this year. The expected delivery date was the sixteenth through the eighteen of january. Of course, naturally the star rating it did not get here. They convinced me to cancel and reorder, which I did. The delivery is set for tomorrow. And guess what It still hasn't moved and it is quite far from here. And now I have to wait until the fifth of february to cancel my order because wait ten days, wait ten days, wait ten days if you've been through it, you know. Because let's be real it's not coming. Now I have to see how much of a hassle It's gonna be to get my money back. I very strongly recommend that you do not ever order anything from wayfair. The customer representatives that you talk to, if you go back and re read everything that these supposed people are telling you, they're literally feeding you the exact same script. Don't fall for it. It's a scam. Save yourself the trouble and just go to an actual legit furniture store that you can walk inside of purchase and prep a delivery. I was a first and am now a last time customer. Order off of amazon or something if you want to go that route. Heed the advice of all these other one star comments too.
Jamie
Jan 31,2025I would give a negative review if I could: They confirmed via email my delivery date and time and delivery never came, I called and they report box was damaged and I would not be receiving my delivery today although I waited all day and they confirmed via email. When I requested to cancel my order they said that wasn’t possible but I could return purchase and pay a return fee (I don’t know how I can return an item I never received) First and last time customer. I would suggest going with another company….. save yourself the time and aggravation. Not to mention I was on the phone for over an hour and was hung up on and had to call back. No kind of attempt at a resolution just of well you’ll have to be rescheduled.
David Gilbert
Jan 31,2025Seems like they operate like just another dropshipper, which severely limits their ability to provide worthwhile customer service. Delivered a defective item and are requiring customer to pay return shipping for something clearly not our fault. Granted I should have read the policies a little better, that's buried pretty deep in their fine print, but it's a poor way to operate a business when it's signficantly poorer customer service than all of their competitors. First time in a long time I've been expected to eat 30% of the cost because of something completely out of our control
Michelle
Jan 31,2025Absolutely awful. I bought a furniture set for my son and the dresser broke so I asked for a replacement which they sent me a new one. The dresser broke again, same issue. They would not let me return the crib and dresser even though it was bought as a set. They told me there were no other resolutions. Will never purchase an item from wayfair. The quality was awful.
Ed Heiger
Jan 30,2025I made a mistake and damaged a part. They are sending a replacement part for free no questions asked. Excellent customer service to say the least. I purchased from them before and I'm a satisfied customer.
Naga Avirineni
Jan 30,2025What an arrogant customer service agents wayfair has. I am done doing business with them which I think the company wouldn’t care anyway
Cameron
Jan 30,2025Hidden $200 charge for returning an item. Not mentioned anywhere in their returns policy or item description. Rang up multiple times to complain, they keep telling me that they'll escalate the issue internally and someone will call in 2-3 days but no one reaches out. It's been 3 months now and I've followed up 4 times over phone and twice over email. Worst customer service experience I've ever had.
Don & Karen Brickey
Jan 29,2025We ordered a sideboard for our entrance area. It arrived on time but was not an easily assembled piece and the instructions that came with it weren't easily deciphered. If you like spending a lot of money and you love frustration, Wayfair is for you. By the way there is no customer service. We complained and were never contacted back. Wayfair is way gone for us. A waste of time and money.
S Decor
Jan 29,2025Rejected my whole order for my business
Nadia CAILLAT
Jan 29,2025ATTENTION, ARNAQUE! J’ai commandé une machine à café sur Wayfair, mais je ne l’ai jamais reçue. Malgré mes relances par e-mail pour un remboursement, ils ne m’ont jamais répondu. À ce jour, j’ai perdu mon argent et je n’ai aucune solution. Je tiens à prévenir les autres acheteurs : méfiez-vous avant de commander sur leur site ! Si vous voulez perdre d'agents et arnaquer par escort, ACHETEZ chez wayfair.
Shanna Dow
Jan 29,2025We worked with a designer when moving into our new home to ensure items would fit into the space since we hadn’t actually been to the house yet. We were downsizing & moving across the country. The designers sourced a lot of our items from Wayfair & received them for us, putting them in the rooms of the house the belonged in - we put everything together where we wanted it upon arrival. We spent thousands with them. Multiple orders of mine were cancelled - after taking so much time to ensure my orders were complete with the info from our designer. It took me so long to create and then I ended up having to call on the phone 3 different times and sit there while they replaced my orders for me & approved my card that was on file. They said since the orders were so large it was flagged on their end as potential fraud, so I needed to verify the order & my card. Waste of time. I should have learned my lesson after the first time this happened. But no, I went back and it happened 2 more times (I think I actually ended up placing 5 orders total, maybe more) Unfortunately, after setting up all of our stuff I started noticing a weird smell. At first we thought it was a mix of all the new stuff, maybe off gassing. We then wondered if it was our coffee maker or maybe the laundry room that was off the kitchen. It was this strange faint scent that we couldn’t find. Finally, I found it. It was the rug under our dining room table. I stuck my nose on it - and the entire thing smelled of skunk. I tried to clean it. We used our little green wet/vac that we use to clean upholstery and other carpets - we had a cleaner come and try to clean it - we let deodorizer sit on this overnight & vacuumed it up. We let it sit outside. Nothing will get rid of this smell. In fact, I almost think it’s gotten worse. I contacted Wayfair - of course - this is out of their 30 day return. I didn’t even ask to return, I just asked if there was any way we could get a partial credit or something because we had spent so much money. They said sorry, no. Not only was this a terrible experience but I had a horrible experience even trying to order. I tried to fix the issue myself - but I just couldn’t. This rug smells HORRIBLE. I would not use Wayfair if you are moving into a new home, especially if you won’t be able to smell or thoroughly use these products right away. They will not care that you ordered thousands of dollars from them, they will only care about their policies. Also, if you do choose to order from them, make sure your order is under $3,000 or you’ll get flagged as fraud.
Adam H.
Jan 29,2025Wayfair is my go-to when shopping for rugs and home furnishings online. Great selection, competitive prices, and fast shipping. I’ve always been impressed with the quality and their excellent customer service. Highly recommend!
Maria Coombes
Jan 29,2025I ordered a dresser, I left it in the box a couple months till my remodeling was completed and started to assemble it. That's when the nightmare began. The manufacturer of the dresser sent the wrong hardware, the prefab holes were drilled wrong, the instructions were wrong and the pieces didn't fit together resulting in the inability to construct the dresser. I contacted Wayfair and asking them to send me a return label and a new box as the box the it came in was damaged and disposed of from the initial delivery. I have gotten the run around, all they kept saying was return the item or contact the manufacturer. I've explained many times I need them to provide a return label, they haven't, and I just get emails that go nowhere. I've called many times explaining that the product was defective and they have been so difficult about this return. I shouldn't have to foot the cost of returning a defective product. Do not purchase things from this company they are difficult to deal with, they don't vet the vendors they sell products for and do not support customers issues with their products at all. Wayfair did finally respond and sent return labels but didn't refund fully, I paid $178 but only got $146 refunded, so they charged me to return defective merchandise and only responded with action after this trust pilot review. This company has really gone down hill with its customer service and the vetting of the vendors it posts products for on their site.
Gavin Baum
Jan 29,2025Bought a recliner. Had massage and heat. The massage and heat went out in the first few weeks, then the entire back of the chair broke off. Now I have to figure a way to get a large enough vmbox and ship it to get a refund. Do not buy from them
christina
Jan 28,2025Bought a recliner chair for my elderly mother. She gets cold so I got her the massaging and heated one. Also help her to get up. Well 2 months later the chair stopped working. They basically say too bad I am so upset because she's 84 and she need this chair.do not do business with Wayfair!
Erika Bendetti
Jan 27,2025They send you broken stuff and won’t let you return it- it was “open box” but it didn’t work- I wasn’t gambling $150 on an item to not work- gave me a MAJOR hard time about returning it and ultimately are not accepting it. Never wasting my time and money with Wayfair again. I cannot believe they are still in business with this type of “customer service”
Krista Allen
Jan 26,2025My review is based on circumstantial situations. My circumstance is I had nobody to help me to bring any of the furniture to my door. I live in an apartment complex, and Wayfair hired a third-party to bring my furniture to my home. The third-party left it in the locker room, unmarked, unsecured. What a picture of it in a hallway. I contacted Wayfair to assist, given I am a woman living by myself at this time and could not do it by myself. They offered very little assistance or compassion. I want to say that if you are in a situation like mine, ensure Wayfair will bring the package to your door. You will find they cannot ensure that for you. In addition, the mattress Frame I purchase was a poor quality. The picture looked way better than the actual product. They are better websites to purchase furniture from. I did purchase a couch that was nice, but this experience is why I’m giving it a one star review and will never use again. Try to be more transparent and how the package will be delivered. And don’t put it all on the customer since we did not order the third-party service that shipped And delivered the product. In my case it was FedEx. If FedEx cannot deliver to my apartment door, I would not have used Wayfair Unless they could guarantee that.
Eric
Jan 25,2025Wayfair is an absolute disaster with no quality control. A couple years ago I ordered a sectional couch from them, and the entire center of the couch never came. For about six months, they said they would send a new part, and they kept sending the wrong part. In the end, they instructed me to take the parts they did send to the dump. This cost money, about $100. The full couch you never came. Fast-forward to a couple years later, and I ordered a kitchen island, and again it arrived without the all the parts. They said they could send me the parts that I needed. I obviously didn’t trust them. When I asked for a simple return, they said they had to charge me a $20 service fee to return. Wayfair lacks quality control and operates on thievery. Do not trust. Ever. Wayfair is a devastation of a stealing company. Wayfair replied below offering for me to contact them. I already have. I contacted customer service, then waited a week for senior specialist to return my call while I held and stored all the parts of the incomplete island much like the sofa parts years ago. The senior specialist is the one who said I either had to wait for parts that might work (never worked in the past) or pay them $20 just to get a return. Wayfair’s policies extort time and money from costumers. They have every opportunity to right their wrongs. Again—do not trust ever. They have a less-than-two start rating in Trust Pilot for a reason.
MK
Feb 02,2025Summary: This is not a one-off situation with delivery issues persisting through multiple orders - they've "lost" large furniture somehow, keep missing their own set delivery dates (despite sending me a confirmation the day before), don't proactively communicate or share updates, and my interactions with most of their customer service agents (including Wayfair large parcel support) has been very poor in terms of helpfulness or attitude. Details: I ordered a sideboard that they initially shipped but then couldn't find. For the first 3 weeks, they kept saying "it's a large furniture item - it shouldn't get lost and we'll find it". Finally, after a month of back and forth, they initiated a replacement shipment. Weeks went by and I noticed the tracker was showing the item as scanned at the destination waiting for delivery to be scheduled. Every time I called, they'd say "not sure why it didn't get delivered" & then ask me to pick a new delivery date. Every single time, I'd get a confirmation message the day before and the next day, I'd stay home and no delivery would show. After many attempts of them rescheduling my delivery & not showing, I finally got them to cancel my order and process my refund. Now, it seems like the same issue is happening with another order - they keep sending me messages about a "change" in delivery, they set a new date at random, message me at 4am that my shipment will arrive that same day between 6am and 10am, and then never show up. Each time I've had to call them myself and most of the agents I speak to are quite rude and unhelpful. They'll give me the same "we don't know what happened but let's try again" and if I ask "how can the outcome be different if you're trying the same thing that's been tried 5 times before", they simply say they have no other way to handle missed deliveries. They don't seem to have any tools or processes in place when things don't work as expected. For instance, the system itself wouldn't let them schedule the delivery of the lost unit replacement so the best they could do was send a message to their shipping department and for weeks before I finally cancelled my order, they kept saying "we don't know why they aren't responding to our message & we can't do anything if they don't respond". Simply put, I will not be purchasing from them again and I'd highly recommend avoiding Wayfair if possible.