"We cancelled an order over the phone and the customer service agent confirmed it had not shipped so we would receive a full refund. 3 days later the refund came less a phantom $139 shipping charge that was not part of the order and for an item we never received. Mind you, the customer service agent that cancelled the order confirmed it had not shipped so could be cancelled. Now it is impossible to get someone on the phone to resolve this. They assign it to some "Resolution" team that is supposed to contact you but never does. To add insult to injury, they decided to charge my card a second time for the $139 phantom shipping charge which is a fraudulent charge. This company is a scam and do not care about their customers. I've wasted hours trying to resolve this issue over the course of 3.5 weeks."
"I purchased a bookcase I had been eyeing when it went on sale at a good discount. I purchased one color because the other showed as unavailable. Then I called to cancel the first order and order my preferred color because the web site said it was indeed available later in the day. The customer service agent was great! She applied a coupon for the first cancellation and even submitted a request to release the hold that she noticed in the order when it was complete. She said the hold would be released in 24-48 hours. All was looking great! Then after two days, when the hold should have been lifted, my order was still on hold. There had been no email, no contact whatsoever from Wayfair besides my order confirmation. Called again and the customer service agent said that my order had been canceled because “the supplier won’t send it for that price.” So the blameshiffing started there. He’s telling me it’s not in Wayfair’s control, it’s the supplier. Then he said that I never actually bought the item. “We never charged you. That was just a hold.” The he said that I could buy it for the new “sale price” which was just shy of FIVE TIMES the price I paid two days ago. How could he even say that with a straight face? Towards the end of the call he admitted that there was “an error, probably on the back end” but he wouldn’t or couldn’t do anything to make it right.
It was only when I came to this site that I learned someone else posted here because of the same type of issue two weeks earlier. And that’s just what I know of from someone who was angry enough to voice their concerns publicly. This appears to be standard business practice at Wayfair. My issues was they they don’t honor their prices. Saw someone else say they don’t honor warranties. Saw someone else say they didn’t deliver the product. It’s just clear that there is NO HONOR at Wayfair. You’re better off purchasing something from a wandering flea market or a van on the side of the road..."
"This website is really a fake website that lists fake products and then takes orders from customers. Then they keep pushing the delivery date until the customer cancels. Horrible customer service. They just give you two options, one is to cancel and get a refund or pay a higher price for a similar product. Until that point, they get to keep the customer's money which they use for n number of investment purposes. Stay away from this fake website. Just google any product that you want to order on this website and you can find 10-20% cheaper prices elsewhere."
"I had a worst experience with Wayfair especially with their customer service. I've been waiting for my order for 1 month and it was never shipped. I tried calling customer service to get my order cancelled and process refund which they outright refuse citing some policies. Their managers are worst, I think they are trained to not be empathetic to any customers, this is the response from one of those blood sucking monsters - 'You are making a big deal out of simple item worth 50$, I wonder what else is going on in your life, you should probably check yourself with doctor'. I don't know what else to say here, how can they comment about my personal life? This is a horrible experience, i'm never going to order again. Please stay away from companies like this, now I truly understand the greatness of Amazon and how transparent their policies are and how empathetic they are to customers."
"I bought a patio wicker loveseat from Wayfair. Half of the screws and holes didn't align. The pillow cases were too small. Spent $660.
I tried twice to have the pillow cases replaced. They keep sending the wrong model and try to convince me that a 6.5 inches thick cushion will fit in a 3 inches thick cushion case. They even sent me a video. So they either sent me the wrong cushion cases or the wrong cushions. I tried to pull harder and resulted in a broken zipper.
I regret I didn't just return everything. Anyway, I will not shop at Wayfair ever again. It might seem at the beginning a better deal, but the quality is awful, so it's more expensive in the end."
"I ordered a 9'x12' outdoor rug from this company on 7/23/22 and since then I have received a 2'x4' rug as a replacement 3 times. When I called customer service (for the third time today in 2 weeks) they said the price I paid on 7/23/22 was labeled wrong and that they would not honor the price I paid on my original receipt. Their solution is to give me a 10% discount, which is basically a slap in the face.
What company does this? If I had gone to an actual brick and mortar store, with actual sales people, they would honor the price I had paid. Since Wayfair is a big company, it seems that they feel they do not need to respect the customer and honor the pricing. They want to get more money from a situation that was caused by them, not by me.
This company does not care about what consumers think about them, only the bottom line for their board members and stockholders. I would recommend shopping elsewhere for items you would need from businesses that respect you and appreciate your business and that is NOT Wayfair.
This was the first and last time I will be buying anything from them.
"
"I ordered a credenza. I paid for "white glove delivery". The delivery company showed up and damaged my wall and the product. They delivery company took the product back. Wayfair charged me a return delivery fee + won't pay on the damaged wall. The process was I had to get an estimate to get the wall fixed. I sent that. It's been 9 months and hours of phone calls. They tell me I have to deal with the delivery company even though I hired wayfair. They will not give me the delivery company's phone number. They said the delivery company has been in contact with me and trying to resolve but never heard from them. I call wayfair asking for the delivery company's contact but they will not release it to me. Now they want to turn me into collections for the charges when they owe me money. All emails get returned saying I have to call. I call and get the run around for hours. "
"We have purchased many items from WayFair. Usually the experience has been good with shipping, but we did have 2-3 occasions where the delivery was delayed by weeks, delivered damaged items and had to wait weeks for a replacement.
The major problem we experienced with them when we bought an expensive wicker seating set for over $2,000: "Tegan All Weather Wicker/Rattan". After a year, the feet support structure collapsed and now the seating leans to one side. Wayfair was not helpful at all. Not only that, but Wayfair prevented us from leaving a review for this product to warn other buyers.
If you buy from Wayfair, know that they do not stand behind their products. Also know that they curate the product reviews and you cannot rely in making buying decisions on these reviews."
"From start to finish Wayfair was the WORST company I have ever ordered furniture from. First, they messed up the order and needed to have it resent. Then, something went wrong on the billing end and only part of the payment went through (but they didn't contact me to notify me of this). Finally, they sent the remainder of the amount off to a collection agency saying that my only recourse is to pay it through the collection agency. All along the way I was met with various unresponsive customer service personnel who touted the same line (almost verbatim) and never returned my calls. I can't help but think that most of this could have been avoided if they improved on their business/customer communication. Until changes are made, save yourself the agony and find another retailer to give your business!"
"First time & Last Time. Don't attempt to feed their business model. Honestly it is not worth of extra high blood pressure medicine to take"
"I'm so outraged with this company. Please beware as the don't follow through with what they sell. It has turned out to be a nightmare working with this company. They will NOT call out, so in other words it's how they avoid you. I've spent over $5,000.00 in one month...not that should matter, but thought it was worth mentioning. They sub contract their work out and they don't know who or what is doing the job or knows how to do their job. NEVER AGAIN!!!!!! I STILL TO THIS DATE DON'T HAVE MY PRODUCT HERE AFTER IT WAS PROMISSED TWICE."
"Last week I had ordered a rug and 2 rug pads during their Way Day sale. When ordering, there was an error, so I had to click "purchase" again. I then went onto my credit card app to make sure I wasn't charged twice, to which I found 1 charge that was pending. Perfect.
Now it's a week later, and I'm wondering why I still haven't received a notification that they received my order, or that it's shipped. So today I go onto my account and see that there is no order history for the order I placed last week, and the items are still in my cart. I then call my credit card company, who tells me that there is indeed a pending charge for $135.82 on 4/28/22 for Wayfair. Weird. So I call Wayfair to ask what's going on, and am told that their app experienced a glitch, and I'm not the only one who's had a problem. They offered me 10% off my next order (LOL I can find that online), and tell me that they can't honor the sale price EVEN THOUGH THE CHARGE IS PENDING ON MY CREDIT CARD. They told me to talk to my credit card company and get it sorted out with them, basically. I just want the items I intended to order, and was charged for, at the price that they originally charged me for. It could be as simple as honoring that price for a loyal customer, but instead, they want to provide horrible customer service. They didn't just lose a customer, but a whole place of business, as my entire office intended to order products from Wayfair now, and in the future. I'll now take our business elsewhere, thanks. "
"They keep items on their website which they know all well that they cannot deliver! I was strung along for months - one nonsense story after another about the warehouse not being able to deliver and finally they admitted they couldn't get the item!! Shame on this company - they should put their efforts into fulfilling orders rather than all of their lame advertisements!"
"Big mistake! - purchased an outdoor shed from Wayfair three months ago. After four failed delivery attempts and many, many calls to customer service, and promises that they would make sure it was delivered accordingly, they ended up delivering an 1,800 pound pallet without any delivery tools, like a forklift. Even with their "curb-side" delivery as it states in the description, there was no way, shape or form of unloading the pallet! If it wasn't because we were anxiously waiting for the delivery and the fact that both of my sons were home with me, I would still be waiting for the shed. As the driver took apart the pieces, my boys carried it to my yard. So, very good Wayfair, you sell everything and their mother, except your delivery partner is not making the proper arrangements to deliver your items properly and as promised! What a huge failure for such a big company! Save yourself the headache and don't buy a SHED from Wayfair!"
"Delivery delayed by more than 2 weeks"