WayfairReviews 2,088

I've ordered from them for many items and have always been pleased with their products and speedy delivery. I'm surprised to see all of these negative reviews because I've never had an issue. I've even had the wayfair delivery truck show up to my door so I'm not sure why people are saying they don't sell their own product plus they even gave me a free gift!

Original review: I just completed my first order, a chair and coffee table. Items arrived fairly quickly, but the coffee table did not have the correct legs. Customer service answered after one ring, and was very friendly, however it will be another two weeks for the correct part. I think if its an error on their part, it should be expedited. If it cant for whatever reason (like being sent from China?) then thats fine, but I probably wont order again. I have it a go despite the reviews.

Update 3/29: received another incorrect leg. Called customer service and now I get to wait another two weeks for (maybe) the correct one. Have updated review to one star, and am firmly in the DO NOT ORDER camp.

I ordered a recliner from(i thought from Sears), found it was Wayfar, thought whatever, referred by Sears, how bad can it. Well, the recliner came, in 2 boxes, plced in the hall of my 3rd floor apt in senior bldg. And got worse from there on. I PP
Was 83 yrs old, apx 180 lbs, & had a broken rm, inadvertainly tipped the chair over forward 3 times, at least. 1 of the times, being caught between chair & sofa, & with broken arm, unable to get up, Had to call for help. Now, las 6 months, automatic recline keeps cutting out. I need a referral for repair person to check wiring to correct this. Answer asap *******653, chair is barely 2 yrs old, & should last longer than that

I havent had delivery problems and the damaged chair I bought was quickly refunded as was another item I purchased. The customer service reps were eager to help, offering replacements or refunds.

However, beware of buying furniture that requires assembly. My experience has been that the directions can be unclear, parts are often very heavy, labeled poorly, if at all, and do not always fit easily together.

I think the problem is with the vendors Wayfair uses, all of whom seem to have different quality of product and delivery and customer service policies. But Wayfairs customer service, for me, has been responsive and prompt. Not sure that makes up for the uncertainty of whether or not youre going to get something you really like or the hassle of replacement or refund though.

Still, it really is true that you get what you pay for so if you want to be sure youll like something, go where you can see/touch the item youre buying. And if youre not handy or dont want the hassle, pay for the manufacturer to assemble your product or buy from a more expensive store that has assembly built into the price in the first place!

My first order from WF was a number of years ago now. I was really hesitant, but I went through with it and was very pleased except for a problem with one damaged item. I called immediately and expected to make arrangements for the return. When they learned it was a small chest, they ordered another to be sent yet that day, and then told me to just donate the damaged item to a charity of my choice! Right then I knew I would be a repeat customer. I took the damaged piece to a near by adult workshop where impaired adults learned various woodworking skills. Needless to say, I have ordered a number of times since this experience. I have had to call customer service, but not for damage or other serious problems, but each time I talk to someone I can not believe the difference in talking with a phone rep at WF and other businesses. No robotic "scripts" where no matter what you ask, they seem to just pick a numbered response and "read" the script to you regardless if it applies to what you ASKED or not!

I once mentioned to a WF rep that I specifically order from them because I always reach someone quickly (who seems to be in the USA?), actually seems to listen before reading off some unrelated "non-answer". The rep told me the company actually encourages personalized replies and individual thinking and problem solving. I will remain a customer for that reason alone!

If WF ever becomes like my bank, cell phone, and cable companies, with "robotic" replies after hours of just trying to reach them; and then I'll no longer do business with them. For now, the way they take care of any concern or problem has my loyalty.

I ordered a mattress the 22nd of December. We were moving in mid January and thought we would have enough time. We never received a phone call, and called wayfair to change our address. Two weeks went by and no mattress still. We were sleeping on the floor for two weeks at this point. In between my partner and I, we talked to over 25 people, no one knew what they were doing. I finally talked to a manager who said they could get me the mattress by the 22nd of February. I told her I am NOT sleeping on the floor for another month. She said she would try her best and still no one contacted me after that exchange. I talked to another supervisor who said she would help me, but 24 hours went by and she had not contacted me with any news. I asked her to cancel the order and that was the FASTEST thing they did during that whole transaction. The most I was offered was a 10% coupon. Sorry wayfair, that is not enough. In fact, thats pretty insulting. Looks like these guys are just greed filled jerks who dont care about customer service because they know theyll make a buck somewhere else. I would give 0 stars if I could.