WayfairReviews 2,089

I usually go to Wayfair first because I have had such good service from them. Granted, I have never had to deal with returning items, so I do not know about that; but the reason that I have not dealt with returns is because I have been so satisfied. I have purchased no less than 20 times from them after stumbling on them by accident. Most of the items I have purchased have been from the daily sales or from clearance. I always check with other sites to see if I can get the item cheaper. If I can find it at Overstock, Target, Wal-Mart or where ever cheaper: I go to the cheapest place (but not to any Chinese outlets other than Light in the Box). 9 times out of 10, it is less expensive at Wayfair. The most expensive item I purchased was a $400 sofa. The least expensive was a 20-dollar pot hanger. Everything I purchased was value/price/quality appropriate. I highly recommend them after comparing their prices to other places. I am not sure why I have had such good luck while other have not. Sometimes I get items within 2 days! They have a broad selection, in almost every price and quality point. I love this company.

I am in the middle of the worst online purchase experience I've had I my life. I'm remodeling my house and ordered a $2,000 bathtub through them that was supposed to be delivered weeks ago. It is late and delaying the entire project.

Now here's the problem. For the last few weeks, I have called/emailed Wayfair five times. Each time, they say that it is in the warehouse and will ship in "1-2 days"... then nothing happens. They are unresponsive, and nobody is accountable.

I know that delays happen... but in this case, they are so disorganized and careless that I don't know if they are lying about it being in their warehouse or don't have a basic logistics system in place.

I have talked to a couple people tell me about their horror stories now, and my contractor swears he will never use them again.

BEWARE!

I wanted to share my recent experience very bad with Wayfair.com, trying to get a full refund for an item which came damaged. It was a bookcase and it was heavy. They said they were keeping the return shipping fee! I went back and forth with them on email, probably about 10+ times. I also had to pay $10 for UPS to pick it up here. Needless to say I couldn't get it to a UPS pick up location because it was too heavy. I'm rather frustrated with them. You can be sure I will never, ever order anything from them again. Penny-wise/Pound-foolish!

HORRIBLE HORRIBLE HORRIBLE! I ordered a crib from Wayfair in late November/early December. I received a call from their delivery company a few weeks later and agreed on a delivery date. I took off work that day and waited at home. They missed their scheduled morning delivery and called to say they were going to come in the afternoon. NO SHOW. Then the next day they called to say that they needed to reschedule. Long story short, they rescheduled with us no less than 6.7 times! Sometime they would call to cancel and sometimes they wouldn't even call at all. I took off work for 4 days because of this. After the 4th cancellation, they called to tell us that they don't know where my crib is, that they could not locate it in the warehouse. So my question is... how were they going to deliver it the first 3 times?! My husband called Wayfair on numerous occasions to complain and they kept saying it's the delivery company's fault. They didn't try to help us get in contact with them and never got us a satisfactory resolution. After about 3 weeks of this back and forth nonsense, I finally called to cancel the order. I spoke to someone name Kara who cancelled the order for me and appeared really concerned. She gave me her direct line and told me to call her with any other problems. Three days later while at work, my husband called to say that the delivery company was at our door. RIDICULOUS! I called the delivery company and they had no idea that we had already cancelled the order 3 days ago! On top of that, we were refunded nearly $200 less than what we were charged for. So I called Kara twice, left messages, and it's now over a week later and I still a haven't heard back from her. This whole experience has put so much unnecessary stress on me and ruined the excitement of receiving my baby's crib. I ended up ordering the same crib at Babies R Us for cheaper and their delivery process was painless. I will NEVER order from Wayfair ever again. They don't even deserve 1 star!

Ordered a bedside table, didn't arrive by delivery date. Called the following day, a friday, to be told it hadn't been collected from the warehouse yet. Said i weren 't happy & wanted a refund.
3/4 months later i have neither a bedside table, or a refund.
When i rang about the refund a month ago i was told it had been processed & i should call my bank if i hadn't received it. My bank told me they'd never heard of the process the company had explained to me.
CON-COMPANY.

I ordered 4 counter stools from wayfair and they were a good value and delivered on time. Now when I opened the boxes the smell of mildew or mold was overbearing. I wiped them with vinegar as suggested and put them out on the patio for 4 days (live in Las Vegas where it is dry) They still smelled. Called Wayfair and the customer service rep Mike could not be nicer. He was so accommodating and set up a dellivery for 4 more chairs immediately. I would recommend this company to anyone and will definitely do business with them again

At this point I only go to their 'sale' tab at the top. Their stock on the entire site can make your head spin. So so so much that they offer. As far as the sale section: Find lots of repetition of items over time, but worth finding the jewels here. As an example: Bought an amazing, high-quality medicine cabinet for a great price (paid $280/retail $950). Free shipping and that sucker was heavy. I prefer this site to OneKingsLane even though OKL's format is so much prettier. I think of Wayfair as that ugly guy (the site truly looks like it was developed in the 70s or by the same people who brought us WalMart.com) who surprises you with a fabulous personality...

I ordered three tables, one couch and one chair in July. The tables arrived in a couple of weeks but they weren't really table tops that go on them. They were tables that I had to screw wall hangings on. Not what I expected.

The couch took another month to arrive which was disappointing but it was what I was told so I understood. But the chair was missing. They looked for it in warehouses for 24 hours and could never find it. So they are shipping a new one which is supposed to arrive in October! My compensation? 10% off my NEXT purchase. Like that would ever happen.

The couch is great. It wasn't so attractive a price that it was worth the terrible customer service and horrible four months it going to take to get the room complete. Bottom line: don't but from Wayfair.

I purchased 2 rugs from Wayfair for $134 including "free" shipping. The rugs were advertised as having "jute backing" which actually means "no backing at all". The cost was about double what rugs of comparable quality (but with REAL backing) would have cost but I liked the pattern so I took a chance, thinking I'd return them (at my cost) if I didn't like them. When the rugs arrived and slid all over my hardwood floors, it was return time. So, here's where Wayfair gets you: They not only charged me for return shipping (which I'm not upset about); they also charged me for their original "free" shipping, making the cost of returning the rugs $70--more than half the purchase price!

Wayfair's "customer service" people took a "this is our policy... too bad/so sad" approach when I contacted them, sending me noithing more than pre-fab, scripted responses.

I know I'm spoiled by Amazon. They understand, as an online retailer, that returns are part of the cost of doing business and they'r fair about them. Wayfair doesn't get this. Yes, sometimes online retailers are going to lose money on a given transaction. But. They'll keep customers coming back if they understand they're in the business of selling products sight unseen so returns are going to happen. If Wayfair wants customers to "take a chance" on liking their products once they arrive, that's not going to happen if they penalize buyers with a 50% "thanks for gambling--but you LOSE" return policy. They need to change or go OUT OF BUSINESS!

If you want to gamble, go to Vegas and take your chances. But DON'T play "Wayfair Roulette" with your hard-earned money!

UPDATE: 8/16/13: this is an update on my ongoing communication with Wayfair since I posted the review above. Now, after 4 rounds of e-mail exchanges with Wayfair, their "Service Squad" representative has now "realized" there has been an "error in the system" in calculating my return shipping cost. The actual return shipping cost is $14.08--not $70 (not sure how this happened since that's a pretty big discrepancy... and I wonder how many other errors in the system have gone uncontested). Had this been the case originally, I wouldn't have had to spend my time posting about Wayfair--return shipping costs of $14.08 is certainly reasonable. This is a good outcome; but, to anyone who uses the Wayfair return system, you may have to check for "errors in the system" and then keep arguing with the Wayfair "Service Squad" before the error is fixed.

I purchased a product based on the description and it turns out to be anything but. The same product is listed on other sites but not under furniture meant for children. The actual weight is 12 pounds heavier and the dimensions were listed in a format not standard to the average consumer. Customer Service points the blame on consumer for misinterpreting, but how can you misinterpret misinformation? Now I am to ship 45 pounds on my dime. This was listed as a 33 pound item! What about this purchase was accurate? The fact that I fell for Wayfair's deceptive practices.

After ordering several items, all furniture type storage items, I can honestly say - I love this site. It's one stop shopping for unique as well as common items both decorative and practical. Shipping is outstanding and I have been very satisfied with the quality of my purchases. I have not had the need to use their customer service dept. nor have I needed to make any returns so I'm unable to comment on those areas, but not having needed them is almost a compliment t in itself!. I will not only shop this site again, I will not hesitate to recommend it to others.