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After many years of opting with Wayfair as a cost efficient home furniture supplier, I’ve learnt the hard way that it’s better to put up more money for higher quality and safer products.
I recently bought a table that had one minor fault to its structure, affecting its stability and I foolishly accepted an offered discount. Unfortunately, a few weeks later, this manufacturing fault resulted in the table nearly collapsing. I contacted Wayfair to see if they had an alternative solution: replacement, refund, credit on my account - and I was told that nothing could be done as I accepted their discount.
Sure, I could’ve asked for a refund or replacement when I first identified the issue, though it looked like the table would still function and I was wrong.
Due to their unwillingness to offer a more customer-considerate solution, and the fact that I’ve had other quality issues with products in the past (chairs and a rug) - I’m no longer using Wayfair for anything and I’m offering this experience to any who haven’t yet been burnt - to not buy from this reseller."
"Had the unfortunate experience of having to deal with Tina Service Specialist II, after being repeatedly lied to/given false promises by others at Wayfair.
Tina doesn't care, says she's the only one that can help/"no supervisor above her", then doesn't do anything. Rude and doesn't even reply to simple questions. Will NEVER shop Wayfair again."
"I was planning to buy a rug the price in the same day once you put it in your cart it will go up, if you like an item they bank on getting more money, for example the same item it went from $400.00 to $584.00, and another item from $535.00 to $609.00, you tell me if that's right."
"Just placed an order 20 min ago and called to cancel while they are saying the item is already in transit! How is that possible? Plus if you want to return or reject the delivery you will be charged 20% restocking fee, what kind of business model is that? Very customer unfriendly! Will never ever use this site and I wish you wayfair to go out of business in the next year for all your crazy policies!"
"Customer service is terrible. They are rude and condescending. I have called twice today and spoke with Amanda and Ramone about shipping. They were so not helpful, and I had to spend way too much time and effort on both calls. I do not recommend shopping at Wayfair. "
"My wife and I are expecting our first baby in Dec. We have been saving for a rocking chair that my wife wants for our nursery. We found the chair on sale on Black Friday for a good price and so we ordered it instead of getting it at the local furniture store that also had a sale. Today Wayfair canceled my order and said my refund will be 3-5 business days. Now we have missed all the sales and while the chair is still available in another color they say I have to pay full price. I also talked to a manager who was not helpful at all. Very disappointing, they did nothing to make this right. To top it all off, the brand was Mercury Row which is owned by Wayfair."
"I purchased an in-stock product on October 10th with a quoted 2-3 week delivery.
Within a few days I received an email that my product was in fact back ordered. Three more delays happened. I contacted them to learn more and they explained their website was incorrectly showing stock when it was in fact not available. They needed to place a special order from the manufacturer.
I would never have purchased a back ordered item. I asked them if they could confirm I would receive my product by their latest updated delivery date and if not that I would like to cancel the order. They confirmed yes, that new date is correct.
Upon reviving my delivery confirmation email, they had added over two weeks to the delivery time. I contacted them to cancel the order because the date was 6 weeks after I had ordered. They refused to issue a refund and told me all dates were subject to change. They then told me my options were to be charged $200 to re-route it back to their warehouse or just deal with this 5the delay.
When it was finally delivered, they sent me the incorrect colour. I called customer service and they re-ordered me the correct colour. They also emailed the manufacturer to double check there wasn’t a labelling issue. The rep told me if there was in fact an issue she would immediately cancel the re-order and issue a refund.
Sure enough, the manufacturer replied the next day and explained the colour advertised on Wayfair’s website (which I ordered) does not exist. Their photos are wrong and the reorder would just end up being the same incorrect colour we don’t want.
I called customer service to have them cancel the re-order and issue me a refund. They told me no, and that I must wait for the supplier to confirm they are okay to cancel the re-order before giving me my money back. So now I’ll wait until between Monday-Wednesday to find out if Wayfair will begin the process of issuing a refund with my financial institution, which takes between 2-5 business days to be processed.
They have continuously withheld information about their operations. They put themselves first in each of the many mistakes, asking me the paying customer to just deal with it. At this point they have made zero concessions for the multiple mistakes they’ve made. Not a single change to their operations to resolve this issues.
Very curious when this issue will end up being resolved.
Take this as a warning and do not shop at Wayfair. It’s truly not worth it. They would not be able to use these operations outside of the US/Canada where consumer shopping laws are so lax and in favour of the corporation.
Shop locally or spend the money with a reputable company because you’ll likely end up spending that amount of money in your time waiting/communicating with them.
Wayfair is a sketchy drop shipping scheme that ground their core operations on the backs of their consumers wallets and time.
Update: they didn’t process my refund. I had to contact them 2 weeks after they said it would be processed and their CS rep relied “lol, we’re right on schedule”. I truly hope they continue to suffer financially."
"Placed an order for a desk for my son on 11/08/2022. No shipping or update, but charged on my cc. On 11/17/2022, they sent an email telling me they canceled my order and was "nice" enough to refund me. "
"To whom it may concern:
I order a fairly large item that requires special delivery on 11/04. Upon checkout, Wayfair offered the option of deliver inside your home or left outside. I choose an inside deliver and purchased installation services from their vendoe partner, Handy. They gave an arrival date of 11/11 and scheduled an installation date on 11/12 at 1pm. I did NOT receive any correspondence/ forms of communication(email, text, call, etc.) from Wayfair that my order is delayed until 11/17. Had I not inquired on today, I would have been just sitting here waiting for the special delivery. How rude! I took time off from work to be present because you can't make an "inside the home" delivery unless someone is home correct? Wayfair's response was that I should have checked their system for updates and that they do NOT send notifications if the shipment is delayed. Nor did they notify their installation partners to cancel or reschedule the date. They said its the customers responsibility to check their system! This is extremely poor customer service in my opinion. I called and spoke Casey and due to resolve with the first line customer service department, I then asked for a supervisors. I spoke with Megan(ID# 276382). Megan was very "robotic" in her responses to me. She clearly doesn't know how to or care to exemplify good customer service to a customer that has a complaint. She doesn't have the conflict resolution skill set to be in management. I asked for some type of inconvenience compensation and they offered me a 10% coupon on my next purchase. Really? Why would I spend more money with a vendor that has clearly dropped the ball with this order and not willing to make some type of amendment other than to ask me to spend more money. What a joke! The item is now being sold for $20 cheaper than my purchase price. I asked if they would be willing to apply the $20 difference back as a credit for the lack of communication and inconvenience that they caused and they refused so I canceled the order entirely. I really wanted the item but I refuse to do business with a company that treats its customers this way! Why would I recommend Wayfair to anyone or utilize their services again? Their are other vendors out there that value their customers business! Wayfair comes across as a low regiment type of online vendor that tries to compete with major vendors but not on par with other online vendors customer service. Hopefully someone with authority and business acumen will contact me upon receipt of this complaint to offer a resolution.
Disappointed-
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"I would say they have bad customer service, but to say this would admit that they have any customer service at all which is false. I had a problem with an item being defective and wayfair offered no support. will not be making any purchases from them in the future. "
"I ordered a gaming chair from Wayfair. Paid almost $300 for the chair and when the chair got to my place it was missing a piece plus the chair didn’t look like the one they advertised online. I also paid for the assembly service as I am a petite woman and can’t assemble a big chair. When they finished assembling the chair the back of the chair didn’t align with the bottom plus it was missing on piece. I contacted Wayfair that told me they would refund me the money and if I didn’t hear from them in two weeks that I could donate the chair. 3 weeks have passed and I was going to take the chair to Goodwill but I decided to contact them another time to make sure. At this point they told me that I would have to return the chair, disassemble the chair and take the heavy chair to the post office in one week or they would charge me again for the money they had returned without never contacting me about. The lady called Kimberly apparently a manager even hanged the phone on me. I never experienced worse customer service in my life. Now I will have to pay someone to disassemble this chair and take to the post office for me. Wayfair used to be a good website as I purchased some furniture there in the past and they had great customer service but I won’t be purchasing nothing from this website ever again as they don’t sell what they advertise and could care less about their customers. I wanted to return the chair if they could come and take the chair apart for me the same way they put it together but they don’t care if you get stuck with a chair that is missing one piece plus doesnt look nothing like the chair they advertise on their website. I don’t trust this company anymore and I will make sure I spread the word around among my friends and customers. "
"Be sure to stay clear of purchasing from Wayfair! I ordered a sofa that was supposed to be down and they sent me chopped up old mattress and plastic. When I called for them to send me product as promised, they said there's nothing they were going to do.
Do yourself a favor and shop local retailers to ensure your getting what you pay for and not being ripped off.
****BUYER YOU'VE BEEN WARNED****"
"I bought three vanity lights. When they came in, it was nothing that like it was in the picture. Horrendous quality, cheaply made, Chinese trash For incredible amount of money.They charge me $50 for the return."
"Horrible company with horrible customer service; and hope they go out of business. No way they can compete with Amazon, Walmart or Home depot. "
"“I ordered my bed on 10/10. The original delivery date was set for EOD 10/13. It changed that night to 10/14 and so I had to then update the delivery address which my bed still ended up being delivered to the old address which was a huge inconvenience considering I had to then rent a pickup truck to deliver my bed to the new address. On top of this, I paid for my bed to be assembled and the date and the time have been pushed now to 3 days out since I've had my bed delivered. I've had to sleep on the floor 3 nights in a row. I called customer service and all that happened was me receiving an apology for the inconvenience. My bed is still unassembled, in the middle of my bedroom. I can't even set up my office nor can I do my work which is causing me to have to use my PTO to make up for missed days.
THIS HAS BEEN THE WORST EXPERIENCE EVER!!!!! This is 4 days now that I've had my bed and it still won't be assembled supposedly until 1pm today 10/17! This is so unacceptable! I dread the couch delivery I have coming this week that needs to be assembled. I’d rather just try to do it myself. And forget about being refunded for canceling the assembly service or getting a reimbursement of some sort. Never again will I ever order from this company."