WayfairReviews 2,088

My family had an issue with an advertisement on the Wayfair website which Kiley, the Customer Supervisor refused to honor. She talked about Wayfair making the mistake of competing with other vendors and the price is too low etc. I tried to explain to her that was not my fault, I went by the price Wayfair was offering online. Kiley continued to tell me she will not honor the price online advertised by Wayfair. I asked to speak with someone else and she blatantly refused to let me know anyone above her is not ALLOWED to talk with any customers, she said it was written in their contracts. I repeatedly ask for an address to writhe to corporate, but again she said no. Kiley even relayed to me that she was working from home and there was no other office she could connect me to. Kiley is the rudest and the most disrespectful customer service agent I have ever spoken with. She puts Wayfair in a very negative position. We will not order from Wayfair ever because of her!

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.

Ordered 12 boxes of tile (containing 10 sheets of tile each). They sent 12 sheets. Called to inform them. Waited 3 weeks for the order to arrive... 11 sheets instead of 11 boxes. Called again... sent 10 sheets instead of 10 boxes. Now I'm being told their website is wrong and the price is per sheet instead of each box. This has delayed my swimming pool ($100k+ project) install 2 months all in all. Now we have to finish/cure in the winter in UT. They took ZERO responsibility and offered no restitution whatsoever. They offered a discount on the rest of the order which was still more expensive than ordering through literally any other site I could find. Clownshow.

I ordered a product from coops and feathers which was time sensitive and the wrong item arrived so I did the replacement option. It takes another two weeks to get here and it incorrect a second time. Called customer service and explained to her I refused the delivery this time and would like a refund and she said "no, not til the order comes back" I ended up doing the text option and person processed a refund. I need to get this up before it gets to cold up here in the North and we would be going on 6 weeks with no package. Glad the second rep was helpful but now I have to go find another one of these items as I'm not playing Wayfair's games anymore. Mess up once I guess it happens but mess up 2 times that's just bad.

I purchased a chair from Wayfair that was pictured as burgundy in the photos on their site. It can in as hot pink. I buy decor for my photo studios so precise colour is very important - although, I would imagine it to be so in most interior design projects as well. Instead of making the return simple (I hadn't even taken the item out of the box), I was contacted by 'an executive solutions' team that required me to take pictures of the item with a handwritten note containing the order number. No other specifications where given. I took a photo of the chair in the box, in the back of my car - thinking they just wanted to make sure I have it in my possession.

I wasn't given any other instructions. I had to contact Wayfair twice to get instructions how to send the photos to them as I was not hearing back at all. All together I've spent about 3 hours on all the back and forth and two photoshoots for this chair now to satisfy their requirements.

After that, I got an email stating that, according to the executive team the colours were in fact identical. I am attaching photos of the listing and the chair I received so you can judge for yourselves. I ordered a dark red (burgundy) chair - a color that they refer to as 'cranberry red' - what I received was what I would describe as hot pink. Regardless of that you choose to call either color - the photos speak for themselves.

After countless back and forth, this executive solutions team/ Wayfair is refusing to cover the shipping cost back for an item that clearly does not match what they are advertising.

I won't shop there again. Hopefully my experience is helpful you. With how prevalent online shopping has become, these types of practices are completely unacceptable. Returns should be easy and hassle free especially, if a retailer has made an error in their listing - they should claim responsibility for it. With larger companies like Wayfair this is just disgraceful.

Shout out to the worst customer service reps at executive solutions - Sonya and Yolanda.

I'm sorry I ordered from Wayfair! I have been lied to, hung up on. Never received the order I put in because they said they made a mistake and for another 2K they would make their mistake right. On top of it all because I trusted them I sold my couch waiting for my new one... Now what? Way fair should be called not fair... I asked to talk to the President of Wayfair and they told me that would never happen he doesn't talk to customers. Disappointed...

Horrible experience. I bought a two piece item and I deeply regret that I did. I received only one piece out of two and the nightmare of dealing with their customer service began. I have reached out to them four times so far and every time they say the same thing: "we will update your quest and a specialist will take care of it and get back to you". The "specialist" never got back to me even a single time and hence this nightmare loop continues for me, while they are keeping my money and I am not getting my furniture. Do yourself a favor, don't buy from them.

Beware consumers if you have a problem, and have to be directed to the executive resolution team you will be told there word is final. I've never heard of a company allowing one department to make the final say and if you disagree you are left with no other options according to this department.
I'm glad Wayfair is not the only show in town. There are several companies that know how to provide exceptional customer service.

I purchased a couch for ridiculous amount of $3200, I want nice lounging reversible sections, it was advertised as the 106" couch... couch arrived smelled like chemicals, you sank in the middle, you can not lie across the couch, the couch is cheaply made despite large mark up. The couch is filled with cheap stuffing from stuffed animals and very uncomfortable despite all the fake positive reviews. The couch looks great photosgrapghed, when you get the couch its all wavy coushions are stuffed cheap cotton eww and so uncomforatble lie or sit down

When I had a bed delivered by Wayfair the delivery man who brought it into my house asked me a lot of questions about the spelling of my name etc. claiming it was for the paperwork, two hours later he had found my Instagram account and sent me a very inappropriate message. Not to mention the parts for the bed were damaged AND I had ordered a king size bed but they sent me a double (which I waited a month to arrive). Terrible service.

DO. NOT. PURCHASE. FROM. WAYFAIR. They will deliver damaged goods and make up excuses not to tender a refund. They seem bent on proving that capitalism is organized crime.

I ordered a ride on toddler bumper car. They kept sending emails, sorry it won't be arriving till, this date. 14 months later they canceled my order. If the product I paid for and patently waited for for 14 mon was never going to be available I think they should of given me an equivalent product. They hung on to my payment for 14 months. If they couldn't provide the product then I should of got a refund a year ago or been provided an equivalent product. They gave me a run around and collected interest on my money for 14 mo before they canceled my order. Shady business. I will not be ordering from Wayfair again. If giving negative scores was an option I would have

I recently purchased chaise lounge chairs for my swimming pool. I only purchased these because they were guaranteed delivery in 2 days. NOTHING on their site said estimated or assumed... as their customer service likes to say. Here we are... 5 days later than the guaranteed delivery date and I still don't have the chairs. Wayfair customer service could care less and refuses to refund me even a portion of my money for their false advertising. This is the WORST COMPANY that I have ever dealt with! Steer clear of buying anything from wayfair. They falsely advertise products, delivery times and more.

Having ordered many items from Wayfair, I am done with them! I have been disappointed so many times! They do not value their customers have no loyality, even when you spent thousands of dollars. They have lied to me for the last time! Very disappointed in their customer service!

In general, I have found Wayfair to be a good, customer-focused, online shopping venue, but I recently had a very disturbing experience. I ordered 2 outdoor corner tables (Char-Broil) to help complete an outdoor BBQ area that we are building. The Wayfair advertisement for this item clearly states "NO ASSEMBLY REQUIRED," which means that the tables will arrive at my house 'assembled'. To my complete surprise and dismay, the tables were NOT assembled, but to the contrary, the box contained 17 individual parts, multiple pieces of hardware, and only diagrams to explain how to assemble the table. Because of the fairly large and cumbersome size, and the weight of the granite top, assembling the table will take at least 2 people. When I received the box containing these pieces, I immediately called Wayfair to express my dissatisfaction and to request that Wayfair arrange (at their expense) for the table to be professionally assembled... as they advertise on their website. The Customer Service Rep assured me that Wayfair would pay for the assembly of the tables once they confirm from the manufacturer that the tables should have been assembled. I recontacted Wayfair a few days later and was told by a different Rep that my ONLY option would be to return the tables to Wayfair for a refund. I explained that I actually want to keep the tables because they will help complete the outdoor BBQ area that we are constructing. (The tables are part of a Char-Broil modular system. We previously purchased several other parts of this Char-Broil system from Wayfair.) I am very frustrated with the fact that Wayfair will (1) not honor what they have advertised (a fully assembled table), and (2) renege on what their Rep agreed to do (pay for the assembly).

Sent me defective merchandise and made me pay return freight. I think becuse I returned a damaged item last month and this is their way of saying we don't want customers who return things, even though they claim to have free returns

It will cost more than home depot
It will arrive after promised delivery date
It will arrive broken (poor shipping handling)
They won't compensate for time and energy wasted

I ordered a dining set on 7/17/22. I had no problem that delivery could be 4-5 months from date of order. My problem was Wayfair CHARGED MY CREDIT CARD FOR THE FULL AMOUNT OF THE ORDER ON 7/31/22! I spent at least 5 or more hours on the phone with 5 to 7 various Wayfair customer service representatives explaining that I had no issue with the delivery date. My issue was with charging my credit card. I received conflicting information from the various reps that the dining set was in stock, that it would be delivered in October, that I would get an email from the manufacturer (never received one), and that they did not know when it would be delivered. I was told that it is Wayfair's policy to charge the credit card account 7 days after order or upon shipment of order. This would mean that if something was damaged, I would have no recourse to correct the issue because it would be more than 30 days since my credit card was charged. I finally contacted my credit card company regarding this issue. Wayfair's response was just to cancel the order! No other contact, just cancel the order. Wayfair deserves no stars.

I purchased two furniture items that had to be assembled from Wayfair. One arrived over a week late and did not have any parts. I had to wait several days for these to come. Once assembled, I saw that some parts were made out of cardboard, or door knobs were not aligned, or the doors would not shut. I paid to have these assembled. Also, the cardboard piece was damaged. I found out that to return the products, I would have to un- assemble and pay the return freight. Every time I called Wayfair, they were no help. They told me to contact the manufacturer or Fed X - once I paid my money I was ignored. To make matters worse, I found the same products on Amazon. Had I purchased from them, I would have saved over $200. Wayfair has a policy of not meeting prices. I will never purchase from them again.