"I am a former call center sales agent.
=. Wayfair is a drop-ship company. Wayfair doesn’t warehouse and rarely handles the items that they sell.
=. Wayfair relies on suppliers to describe their merchandise accurately, and price and ship efficiently. Many of the items you see online are not accurately described or represented. Suppliers are often unreliable. They ship shoddy and broken merchandise all the time. We received an unbelievable number of complaints about this and about delayed delivery.
=. On the other hand, I took many calls from very satisfied customers who were happy with their previous purchases.
=. I always felt guilty after selling a piece of furniture that required assembly. Many beds, dressers, and bookcases are complicated to assemble — we were told to downplay this and assure the customer that it was simple.
=. It was a very difficult and stressful job at Wayfair. The pay is not bad at all, but I quit due to the pressure.
=. Sales agents are told to get the sale as quickly as possible and get the customer off the phone. Go to the next sale as quickly as possible. No time to answer questions from customers, just run them off and get the next sale. “Talk Time” and “Close Rate” are verifiable metrics and if you don’t meet the average, you are terminated. Hold times are very long and customers are unhappy when you do finally answer.
=. There is a very high turnover among employees. Most people working there are actively seeking another job, including the management."
"We ordered a play grou d set for our toddler for christmas was told it would be here on dec 18th never came we emailed them to find out now its supposed to come on the 30th 5 days after christmas i will not shop with them again. They gave us no warning and if we didnt contact them im sure we would still be wondering what is going on"
"I ordered a desk for my son for Christmas...only thing he asked for. I ensured my item was in stock and ordered. Item was supposed to arrive Dec 17. On the 14th I was informed its on backorder and I won't get it until February!!! Contacted customer service, totally willing to get a different desk if they could just cover the expedited shipping. They offered me 10 percent off, but I'd still be at a loss for shipping. Grrr....so frustrating. Now what to get my 16 year old for Christmas?!"
"I ordered 2 light fixtures Nov 17,2020 one arrived the other did not
Missing light fixture gets sent from one warehouse to another all over USA but doesn’t come to my address..numerous calls to Wayfair but no one can solve "
"Ordered a recliner, supposedly was in stock. They took the payment, sat on it for a total of 3 weeks.
After 2 weeks they informed me delivery would occur in 9 months.
Nine months?!
Took them a week or more to refund my money.
Never again. "
"Ordered the more expensive Timberwyck 4-track light kit by Breakaway Bay from wayfair.ca as the cheaper equivalent, Globe Electric's Sydney 4-light track bar, was unavailable from all online suppliers. Wayfair.ca didn't even list Globe Electric's Sydney as a product for sale! They charged me for the Timberwyck and sent me the Sydney. I should have been more suspicious when I saw identical pictures online for both products. Customer service was less than helpful, apologized for the "confusion" (what confusion? you substituted the product and overcharged me!), insisted that the products were identical, tried to explain away the substitution by claiming that Timberwyck is the "wayfair brand" and Globe Electric makes the product for them and leaves it in the original packaging, yah right ok whatever. Thankfully it's only a $10 difference. Never shopping from wayfair.ca again!!!!!"
"I don't normally submit reviews, however, after the experience I had with Wayfair I feel like I have to say something. I placed an order for the Dewitt Extendable Dining Table back on August 16th. I was told that the table would be delivered sometime between Sept 16 and Sept 22. On Sept 25th, I submitted an email to Wayfair asking for a status. Scott responded and indicated that the table was on the loading dock and that I should receive a call from the delivery company by the the 28th. On Oct 5th, I called Wayfair back as I never received a call to set up a delivery date for my table. I spoke to Corey who mentioned that he would call dispatch to find out what was going on with my table. After waiting on hold, the call dropped and I did not receive a call back. On Oct 8th, I called Wayfair again. I spoke to Trevor who indicated that he would call dispatch to find out the status of the table. As I was waiting on hold, the call dropped (again!). Trevor did not call back, therefore, I called Wayfair again. I asked for Trevor, however, the lady, Jasmine would not transfer me. She said that I would receive a call from Trevor no later than the 13th to set up a delivery date. On Oct 12th, I received a call from a lady from the delivery company (not Trevor). When I asked her what took so long to set up the delivery, she mentioned that the table had been shipped to them the day prior (???). The next day, the table was supposed to be shipped. When the men dropped off the table, I was surprised to see only the top of the table and not the legs. When I called Wayfair to ask what happened with my order, I was told by the gentleman, Ammo, that he would place an order to have the legs sent to be via Fedex. He told me that I would receive them within 3 days (Oct 16th). By Oct 19th, I still hadn't received the legs to the table. I called Wayfair and spoke with Darcy who mentioned that the legs had not been shipped like Ammo had mentioned, and that I would receive them by the 23rd. Frustrated, I asked for a Manager. I was transferred to Debbie Quinney, who was initially apologetic and took $216 off my order (very nice of her, never asked for this). She told me she would do everything she could to get the legs expedited to me. She also told me that the legs would be shipped the next day. She emailed me and told me she would get back to me when she got a status. I never received a status from her. I emailed her a few times during the week and every time she responded she told me that their wasn't a status. On Oct 25th, I emailed Debbie again asking for a status for the legs, and if she couldn't provide me with an actual date, then I wanted to talk with her manager. She never responded back. Thirty minutes later I receive a call from Landon G. who claimed he was the escalation manager. I explained the situation (from start to finish) and not once did he apologize for the inconvenience or explain what was going on (as any normal manager would do). The only thing he said after I told him the issue was "did Debbie give you the tracking number?". After I told him no, he sent me the tracking number. Apparently the legs were shipped on the 23rd. Why Debbie, a manager, couldn't give me the tracking number sooner? I don't know. When I asked Landon why there was a delay in shipping the legs, he could not explain. He was quiet and was NOT apologetic one bit. The only time he did say he was sorry was when I said that I was no longer going to shop with Wayfair again- his response was "well I'm sorry to hear that mam". Once again, not very manager like. It really saddens me to see this happen as I have purchased tons from Wayfair (80% of the furniture in my house is from them). I had also placed an order for two rocking chairs and table on Sept 6th. I was told it would be delivered October 25th. When I checked the status of that order, it says it was backordered.... needless to say, I cancelled the order as I will not go through this again with them... very disappointing!"
"top price if you order from them and $550.00 assembly fee on a patio set!!!"
"This company has the worst “Care” department. Never call back their customers to discuss situation I was having with my order. Therefore, I cancelled the order because it wasn’t even shipped yet. Little that I knew that they also have the worst cancellation processes. It takes 3 to 5 business days to confirm they have cancelled the order and another 3 to 7 business days for them to refund the money. They should update their processes and their IT systems to ensure they provide better services to their customers. Wayfair should remove that type of bureaucracy as it is what makes customers take their business elsewhere. At least from my experience, I will take mine to a different company where there “Care” department will call me back quick and show that they do care about having me as a customer. "
"Do not buy anything from wayfair.ca, I have ordered backsplash Tile on wayfair.ca and repeatedly they have sent the wrong tiles. Every time when I spoke and complaint to the customer care, that the product they have shipped is wrong, they said we cannot do anything as we don't have control over the supplier who is sending the tiles. They refused to provide more details as its their mistake. Never buying from them again.The product details provided on the website is a mess and completely wrong but they don't care about it. "
"If I could give them no star, I would! I ordered a sectional in the beginning of July 2020, but was forced to cancel it after 1 1/2 month of waiting because they said part of the sectional is lost and don't have ETA on delivery.
About a month later, I decided give them another chance and bought a different sectional with a 10% off coupon. Few days later, I cancelled the order for a reason. It was suppose to take about a day for them to refund my money but it took them a week to process the cancellation! Furthermore, they wouldn't issue me back the 10% off coupon!
The person I talked to was very, VERY rude as well! I'm going let my family members and friends know what kind trash company this one is! The worst online retailer I have ever dealt with! They aren't getting a cent from me!"
"Wayfair cancelled my orders without warning and did not inform me. I called two different service numbers and sat on hold for over an hour for each without ever speaking to anyone, and they did not respond to my email inquiry. I will never buy from this company again."
"I've ordered a bed and it didn't come for 2 months. Customer service was terrible."
"I’ve bought a few things from Wayfair and it really depends on the item/company. But most of it is budget products which you really get what you pay for. In particular the Kaley 5 - Piece Counter Height Dining Set by Corrigan Studio. The fake wood is made of hollow plastic and feels like a toddlers play set. Wayfair also won’t allow me to review the product and has left my customer service ticket unresolved for a month and a half. They’re not really interested customer service. "
"We ordered $2600 worth of patio furniture almost 8 weeks ago. The estimated delivery when we ordered was to be delivered within 1 week. 1 week passed by, 2, 3, 4... The shipments kept getting delayed. We called customer service and they kept telling us it is coming but this was the same response. We asked to speak to a manager and waited over 1 HOUR to speak to one because we requested to cancel our order and go with someone else at this point since we already sold our old patio furniture to make room for this set and needed furniture and lost the summer sitting area already. We were told we would not get a refund until the patio set we ordered was returned to the warehouse. Who knows how long that would be since we never even received it and was lost somewhere. After a long call we at least got our money back. A few days later after searching everywhere for a new patio set (most are out since it is now end of season) we were reluctant to buy from them again but we really didn't have any other option because it was the only set we liked so we decided to try again. We placed the order over 2 weeks ago along with 3 rugs. This time around.. 1 rug was delivered, they lost the over 3 which had to be reordered and won't be here for over a month and they once again messed up our order to where it hasn't even shipped and will likely be Christmas before we get it. We will NEVER shop through them again. MANY people are unemployed right now and are looking for work so there are no excuses to this customer service. It has truly been one of the worst buying experiences I have ever had and would not recommend them to anyone. "