WayfairReviews 2,088

This company charged my D. Card with $426.58 for nothing purchased from it. I called my D. Card customer services to cancel this charge.

I purchased a toy box and it had a little chip in it. I called and they sent me a brand new one, and shipped it over night. I had it in time for the birthday party! I will definitely tell my friends.

For Christmas I ordered a very large and very heavy Fuf Beanbag chair for my son. It was my first wayfair order. Not only was it a good deal to begin with ($80, which was $36 less than amazon, and I love amazon), it was free shipping for that big, heavy box! Well, after the first day, we noticed a 3/4" tear near one of the seams. I knew stitching would not hold from what I could see. So I emailed Wayfair and told them of my problem. They got back to me the NEXT day! They simply asked if replacing the cover was an option or if the item needed replaced. So I went and pulled a few tiny chunks from the bean bag and realized that trying to replace the cover would be an extremely messy and daunting task. Those foam bits (or anything from a bean bag) cling to EVERYTHING around it, and remember... this bean bag is very big. I told customer service that I didn't expect a new beanbag, but that replacing the cover was not really an option either. They did not hesitate to replace the item free of charge! I received it yesterday. They were more than helpful via email and I couldn't be happier with their service. I will definitely do business with wayfair again.

I've ordered from Wayfair a couple of times within the past three months. One item arrived in a timely fashion and I did receive emails with tracking numbers. The second item was a lamp which arrived quickly and in perfect condition except that the lamp shade was not in the package. I called customer service and they said they would ship the shade (which was supposed to be included with the lamp in the first place) but it would take two weeks to arrive. In later November I ordered a leather stool. I never received an email with tracking info so I called to see what was going on and was told it had shipped. I then got a tracking number but the Fed Ex site showed that the item had never left the warehouse. By the end of December I called again. They said they were unable to find what had happened but they would ship another of the same item and gave me a 20% refund. I'll be waiting to see if it indeed does arrive! The customer service person was very friendly and appeared to be helpful. Update: the item never arrived. Then they said they were unable to get the color I wanted. I finally purchased the item from another vendor. The run a round over the course of a month or more was it for me. I've not ordered anything from them since!

Item came damaged, return policy sucks! Item description was misleading said solid wood was chip board. Was trash enough said...

I placed an order on 12/11/14, paying extra for delivery "on or before 12/18/14". I checked with customer service on 12/16/14 as I was concerned I had not yet seen a shipment e-mail. I was assured the order would ship that night for delivery on 12/18/14; this was a Christmas order for my boss!
On 12/17/14, again concerned, I checked again, and now the order status had changed to back-ordered with delivery "on or before 2/3/15"; no e-mail notification, mind you!
I checked with the on-line chat - was dropped three times.
I called and the agent confirmed the back order and offered to cancel the order. To try to appease me, she offered a measly 10% off!
I could have ordered from another site.
Obviously, Wayfair's inventory status system is outdated and does not work well. I should have know on 12/11 if the item was out of stock. Does it really take 6 days to get an inventory status update?! Wayfair's on-line chat system needs a good update, too.
Go order from a company that really does understand customer service; I don't think Wayfair is one of these.

They are a excellent company to do business with. I have bought from them for over 5 yrs. And never had a problem with a return or damaged item. Always helpful customer service waiting to help in any way they can. I love this company and will always do business with them! Thank-You Wayfair.

I ordered a bedding item. Unfortunately, the color was not remotely like the name/description OR the on-line photo so I returned it. Even though it was explained to me by a Customer Service rep that the "dye lot may have been off", I was still not going to be refunded in full. I lost a few dollars on the return. Two weeks later, I called CS to ask where my partial refund was. "Oh, it doesn't look like it's been pushed through yet." When I asked why not, she said she didn't know. She supposedly put it through while I was on the phone, then said it would take another 3-5 business days to see it on my account. I will wait 3 more days, then put this into dispute. I will NEVER purchase from Wayfair again. It's not worth the lying or the hassle. I would give them ZERO stars if I could.

I ordered 10 DR chairs from Wayfair for $1666. 00. One chair arrived with a broken back leg. They sent the replacement and it was the wrong chair. Apparently both chairs have the exact same item number or something. I am now stuck with two large boxes and Wayfair tells me that it's my problem to take care of, they will not pick them up. "Donate or dispose of" is their answer. So, on my time I have to get them to Goodwill, or arrange for a charity to pick them up, or I just put them out with the garbage to go into the landfill. What?!? Still waiting on the correct chair three weeks later, no phone calls, tracking number, email, nothing.

After dealing with customer service they have confirmed what I already assumed. They are told to tell the customer what they want to hear even if its a lie, as long as it gets tem off the phone. And if You are wondering why you haven't got your parcel yet, they give You a song and dance around the question and if you ask again they offer to start a return for You. If Im wanting the parcel sooner why the heck would I want to return it when I finally get it. Know matter who You talk to they use the same sentences, They must be given a script of 5 lines to say to a customer complaint. They act like they care but they don't do what they say they are going to. Ive ordered atleast 10 times from them but never again.

Ordered a sofa table and loved it. Fast delivery exactly like the picture.

I ordered something from Wayfair last Sunday. Two hours later I called to cancel because I found the item for much less in a store. I was told that the cancellation was "pending" because the warehouse was closed and wouldn't get the message until Monday morning. When I called back Monday morning I was told the item was already wrapped on ready for pick-up and could not be cancelled. Apparently the warehouse uses a different system and isn't required to check for cancellations before they start loading, so although my item was not on the FedEx truck yet, it was too much work to pull it off the pallet. Anyway, I was then told they would try to reroute it with FedEx. When that didn't happen - and it was delivered to my home - I called to return it and was told I would have to pay the full return shipping amount as well as the original shipping amount because "you did order it." In addition, they sent me a return label for UPS and I had to take it to a drop off location. After some complaining I was told in an email that I still have that they would pay for half of the shipping and would refund me $26 (the item with original shipping was $35). So what do they send to my bank? $19! It know it's not a huge amount of money, but if they had told me when I called that it couldn't be cancelled, I would not have purchased the item in the store and in the end would have paid less. Very bad business practice.

Their website states free shipping over $49 even if it weighs a ton, then they charge me $87 for shipping. When I wanted to cancel, they tell me $87 to cancel. I will NEVER order from Wayfair again. There are way too many choices out their than to be deceived by Wayfair. Disgraceful.

My experience with Wayfair as to this point been negative. I ordered a particular light fitting and received an item which was totally different to what was ordered. By totally I mean just that i. E., item /product #, Photo/ Description/Price/Title or make.
I requested a return and received a return ship label with some bs starting out with "Not quite what you expected? We'll take it off your hands." Why could they have not replied along the lines of "We are sorry we shipped out the wrong item and the item ordered is being shipped immediately and in the meantime we enclose a prepaid shipping label for it's return and are also giving you a 10% discount. It costs me 16 miles and time to return their "mistake". Under these circumstances there is no way I would ever deal with Wayfair again and certainly not to try reordering just to run the risk of going through the same kind of thing again! Their response says it all about their attitude towards the customer as it is almost inferring it was my fault because I did not like the color or size, or shine or lack thereof. No- it's the wrong item period!
Fortunately I paid with American Express, so if I do not get a full refund I shall put it into dispute, as I noted in their terms that all return shipping is the responsibility of the buyer. What, even when the ordered item has never been shipped? I just wish I had read this forum BEFORE ordering from Wayfair. They have so many bad reviews it is a wonder that they are still in business and that credit card providers are still doing business with them.

IMPORTANT UPDATE! Following the above review I since filed for an RMA and return shipping label to return the unordered/wrong item and received it promptly. I shipped it back immediately via UPS. The following business day I received a confirmation email from Wayfair stating that the item had been received, only the item description and picture they sent was for the item ordered and not for the one shipped back! Apart from that the normal shipping time from the West to East is normally 5 business days so they could not have possibly received my shipment the next business day - regardless of the actual content! The email also stated that a credit had been issued for the full amount!
This credit actually appeared on my credit card statement two days later!

After the wrong item shipped, and reading of other people's experiences I thought they were crooks, but my experience is more indicative of total incompetence. With that in mind I still would not want to do business with them, but am adding this update to be fair and tell it like it is. I have changed the star rating because of their response but how does one calculate a fair rating for a totally inept firm who takes care of the problem? It has caused me inconvenience and time and I have to start the shopping experience all over again.

I ordered the mulch for my toilet and it was delivered in a timely manner. The driver was very friendly. I will order more from them. I was very happy. I give it 5 stars.

I ordered 2 vanities and 2 toilets. Wayfair sent me a confirmation shippment of beg Nov for the vanity. I needed to cancel it and informed them Oct 20th. Instead of the customer service team working to help me they said I could not cancel and would charge me for a return. I would never use this company again. Their customer service is horrible. I spoke with one rep in the morning and she told me it would take 24-48 hours to cancel an item that wasnt on scheduele to ship for another 3-4 weeks... she said she could not get in touch with the company by phone and to wait... then when I said to cancel they sent me a spontanious and quick email the same day, within the hour, confirming its being shipped... the info was NOT a reflection of what my order status indicated. They just want to deliberately make it difficult to cancel and especially return... do not order with this company.

Promised goods, even received email saying being dispatched. No goods arrived