WayfairReviews 2,089

Wow. I've never had a worse experience buying something online before in my life.
In December we ordered a cat tree. It was supposed to be delivered by the end of the month. We get an email saying it won't be delivered till mid-January but that's not a huge deal.
It was supposed to come in two boxes with DIFFERENT parts in each box. One was delivered to our house and the other was "delivered" to a Walgreens down the street. There was no second package delivered to ANY store in the area. A few days later the second package shows up at our house. With the same parts as the first package. Okay, there's absolutely no way to assemble a cat tree, we call Wayfair.
They say they're so sorry for messing up our order. Also they no longer carry the cat tree we ordered so we can't get replacement parts. So we now have a bunch of cat tree parts with nothing we can do with them. But they have another cat tree that's cheaper and bigger! They'll send us that one and it will be delivered mid February. Cool.
Awesome, two boxes, here comes the cat tree kitties! Wrong. AGAIN we received two of the same half of a cat tree. At least this one can form a partial tower so we decide to assemble it before we give them a call. Just in case something else is wrong. Glad we did. One of the platforms had the fabric attached to the wrong side of the particleboard so the only way to attach it to the cat tree would be with the fabric facing down. Good thing they sent us two boxes of the same parts? I guess? Box number two had that piece with the fabric on the correct side.
We call them for a second time, explain the situation and they assure us that the second part of the tree is now on the way and will be delivered March first. March third we get an email that says, "your order has been cancelled at your request." Honestly guys… I just want the money back at this point.
So I call Wayfair again. 45 minutes later I get a refund. I'm never gonna order even a single piece item from them.

Two times I order from Wayfair 1st order missing parts 2nd time delayed 10 days and they dont want to give me full refunds stay away from this company

This company will constantly send you defective furniture. When you call to send pictures of defective item they want you to haul a sofa to Fedex to send back. Renting a uhaul and lifting a sofa is a major problem. Customer service has a horrible attitude and refuse to help beyond you sending items back. STAY AWAY FROM THIS COMPANY.

I can't spend the gift balance. When calling the store, they say there is no account with such an email address. Scammers. I do not recommend buying anything here.

Wayfair goes above & beyond to deceive you, cause undo trouble & pain. What more can one expect from human traffickers. I should have known. Beware!

My husband and I ordered a Murphy bed (over $1500) in mid-December, 2021. We went out of town for Christmas and received a text that the bed would be delivered before we returned. We made arrangements for someone to hold it for us. Then, after that delivery date, we received notice that it had been delayed and we'd receive it mid-January. After two more notices, I called to cancel the delivery. The rep told me it had already been shipped and it was "on a ship, waiting in the harbor" and it couldn't be cancelled, but I could arrange a return after I received it. (and I paid the postage on a 180lb shipment). The next day I received notice that it had shipped (which means she lied the previous day). We received notice in Feb that it would be delivered on a given date/time range. It wasn't delivered and no one contacted us. Wayfair told me to contact the shipping company, but no one ever answered the number they gave me. It was rescheduled and finally delivered. We discovered we'd only received 3 of the four boxes. They told me to contact the shipping company, who I contacted on-line since they don't answer their phone. They said they'd research and contact me. Which they did not. When I tried to contact them again via on-line chat THEY SHUT DOWN THEIR ON-LINE CHAT. I called Wayfair back and they reordered the box that was missing. I should receive it in about three weeks. So sometime in March. We like to have people visit, but, alas, there is nowhere for them to sleep. And I have this mess in my spare bedroom. This is just awful. Really. I don't have any faith that we'll receive all the missing parts. The biggest parts AND all the hardware are missing. This is really bad customer service. Like, the worst. I'd obviously prefer, at this point, to just go buy a bed somewhere else. What a joke this place is.

Although I love the carpet I ordered from them when I wanted a return they returned the money to the wrong account. And when I called to speak with somebody I couldn't get in touch w/the supervisor. Their customer service is horrible and they wouldn't even address the problem at hand and instead wanted me to wait 3-5 business days. I wouldn't buy from them again! Today when I called again Courtney hung up on me after pretending not to hear me.

Ordered February 15,2022. They sent me an area rug that did not match the photo or online description. The one they sent had white fringe on the edges. I returned it. I had to pay the return shipping. That is terrible customer service.

Item ordered and delivery date was given as 2-25-2022. Prior to 2-25-2022 the orded stated that it was going to de delayed. On 2-27-2022 I again checked the status, the new expected delivery date was now 2-22-2022. How can you trust a company that changes the delivery date to a date in thepast

I was really glad to see some of the prices and items on Wayfair, and was willing to give them a chance because of that. They I tried to check out and was told: "Your Zip Code does not exist in the U.S. Try another Zip Code." Really? After 50 years? My Postmistress was quite puzzled as well. My address with another Zip Code will insure a lost package. This happened a dozen times in a row. Hey, if my address does not exist, then for me - neither do they.

Wayfair has gone from great to shady in the last few years. As of two years ago they moved to an "executive resolutions" model which is designed to make returning defective merchandise difficult to impossible. I have received defective items out of the box—missing obvious parts, and when I reported the items immediately, wayfairs
Executive resolutions team failed to respond or replace the items and claimed they never received photos of the items' defects. Then when I followed up they said oh it's passed the 30 day period so we can't help on this anymore!
By the looks of online complaints about the same types of issues, it seems they are set to lose a lot of customers due to their new, impersonal email customer service model. Okay by me, I will no longer be spending money with this company.
Another tactic to prevent negative online reviews is to blacklist customer who post negative reviews on the website
And posting fake good reviews.

Waited for delivery an entire afternoon, per the text and email communication sent to me about my delivery window. Driver called and stated they would arrive within 15-30 minutes. Called the driver after an hour. Got some b. S. excuse about how they and customer service called me, which was clearly not the case per my call log on my cell. Then we got an excuse about a bridge being too low. Odd, because we have an Amazon facility less than 5 minutes from our home, and their large trucks, as well as many other 18-wheelers, have had no problem reaching our neighborhood. Then they wanted to reschedule for 7-10 days out. Terrible service, I would avoid this org like the plague.

I bought a computer desk recently and there was some issue on the address, which the customer service told me they can't update the shipping address and asked me to return it to the sender by contacting Fedex and told me I will get the refund. After doing so they charged me more than $30 for shipping and told me that's their policy and they can't do anything. I just had the worst experience and I don't know how they are in the business. They are terrible in handling customer.

The will sell you a product and work with suppliers that will leave you hanging. I purchased an outdoor sofa from the 3 years ago, and the cushions are so deteriorated by the weather that they've shredded. How does Wayfair help you? They send you back to the supplier who doesn't offer replacement parts for the product the sell. The supplier refuses to sell replacement parts and their only answer for me was yo buy cushions from a third party. Problem is the cushions are in odd size, so now the expect me to buy new cushions that have to be custom made. These cushions will cost me almost 3x what I paid for the sofa originally. I guess I need to now buy a new sofa 3 year later.

I have literally spent thousands on this site only to have to deal with a lady that has been rude, disrespectful, and no help. I got my SECOND recliner with a 12" cut on the Foot rest. Now having to send back my second recliner she offers 10% off a third and a link to their recliners. Like I am ever going to buy from them again. I'm canceling what I can but they are giving me a hard time trying to return other things. Do not buy from these people. The customer service is horrible. These are the 2 holes in our recliner

Place an order and it already gives you a longer than you'd like delivery time frame - when I place my order it was supposed to be delivered between Feb 28th and March 7th. Between 1.5 - 3 weeks. Ok... we can handle that. Get email that it shipped - with estimated delivery of sometime 'after March 7' and to check back after 24 hours for updated shipping information and movement... hhmmm k. I checked the next day, no update.

Check the tracking info this morning... 72 hours later and now is says some time 'after March 14th'!

K... you already have my $700. I can't see what is going on with the shipment. Delivery date gets pushed out. I call customer service to see if maybe the have more details and that was one of the most unhelpful conversations I have ever had not to mention that the person was on auto pilot and would not take a breath while talking so I had no chance to ask a question or respond to ANY statement.

I don't normally get rude with people - they're just doing their jobs and it's not their fault - BUT LET PEOPLE TALK AND ASK QUESTIONS SO IT DOESN'T ESCALATE THE FRUSTATIONS FURTHER!

In short I got told they don't know when it will be delivered. They give estimates based on the shipping warehouse and after it leaves there it is out of their hands. Their website isn't updating it's the shippers problem. They say "after March 14th" because that is when it is estimated that the NEXT shipping company will receive the product. Then they will take 2 business days to call you to schedule the delivery (even when it's plane ol' drop off delivery method) and then you will get your product but it could be 6-8 weeks...

Well... do you think I would have place the order if you had listed the "honest" lead time of 6-8 weeks? NOPE! But now you have my money so you no longer care. THANKS!

Wayfair is the equivalent of the company Wish. Look them up, low quality merchandise, horrible customer service and total liars. Stay far away from this crappy second grade company.

Junkies work for this place and when you receive your order, most of time it's damages, defective and missing. If you dare for refund or return they will make you send photos until goddesses approve it and after their approval you can do that. You should see these executive agent, awful service and fake personalities. Don't buy from them and save your money. Most of their items are sold on Amazon. They will approve the return and then add you to black list, meaning you are high risk and they will put your account on hold and if you buy again, they will make you wait until they check everything so they can proof you wrong. Not thinking that most damages happen during and in transit. Shame on you Wayfair!

I purchased a recliner chair from Wayfair. I though it was comfortable, and I read the instructions. They said to keep using the foot rest and it would get easier to put it down. I tried and tried, but I could never get the foot rest down by myself. They said that was not a problem and they could take it back as it had been less than 30 days. That's when my nightmare began. No one, not Fed Ex, not UHaul, not Walmart had a box big enough to hold the chair. I contacted Wayfair three times, and their standard reply was that it was my problem and that they do not mail boxes. Now I have to pay $250 for FedEx to build a box. I will never buy anything from Wayfair again and I don't recommend them as easy to deal with.