Wayfair Overview
Wayfair has a 3-star rating, derived from feedback provided by 8600 customers. In the Furniture and Decor category, it secures the 1th position out of 1164 companies.
Rating
Contact Information
Website
www.wayfair.com
Phone
(877) 929-3247
4 Copley Place, 7th Floor, Boston, Massachusetts, 02116, United States
Wayfair Reviews
Anonim
Missing bolt
Sent the wrong part..missing bolt that connects pole to the base..i was sent a new pole...it was explained in the first call we went over tje parts list together..your associate and I..part B on the list.
Kitch
Damaged item
They keep sending damaged goods. The first door had a huge hole in it. The second had a horrible paint job nevermind a huge scratch on it. They told me they can't help to call the manufacturer which they gave me fake phone numbers to. They are refusing to help me. The video is proof of my opening.
Shonnie
About my order
The shelf was dented up. An i am not paying for this. I would like a refund because i have got another one now waiting to long for you to fix my problem i dont need it. Its all bend up
Hane
Way-WRONG Faulty website system - DELIVERY FROM ***
6/30/23 I order a rug and noticed that it was going to be delivered to an old old address. I immediately deleted the address, update the shipping address and place the order which was to be delivered in 2 days. I get a confirmation email showing the OLD address. I log back on, change the delivery address AGAIN, then call Wayfair customer service and they see that I updated the address and say it will take a few days to update fully in the system. (I also update my credit card address...20 days later it is still showing in the system) 1/2 hour spent trying to fix the delivery address. 7/1/23: I call Wayfair to make sure rug is coming to correct address. They call FedEx and tell me I have to request the address change. I try and try (calling, on website) and can see that only the vendor can make the change. I call Waywrong again and say please stay on the phone with me while I call FedEx, they do and its finally revealed that the 34d party that Waywrong got the rug from has to make the change, but they do not pick up the phone. I get the name of the 3rd party vendor and leave a message with all details and send an email. 2 1/2 hours of my time spend in aggravation. 7/2/23: Rug is delivered to the WRONG ADDRESS. 7/5/23: I call and Wayfair says they will send a replacement rug. I say ok, she puts the order in, and I ask about return policy and find out it will cost me 40% return fee. I say never mind. It's been too aggravating and I don't want to pay 40% . She says "TOO LATE, when the order comes in call us and we will pick it up at no charge." 7/9/23: FedEx rings my bell and I say "I don't want it." then I immediately call Waywrong and tell them I refused delivery. She looks into it and say "you will get your refund in 3-5 business days." 7/19/23: 10 DAYS LATER no fund in sight. I call and Tanisha tells me I see the rug was returned to us on 7/13 yet it still shows "pending customer drop off." So she "fixed it" and said "You will get a refund in 3-5 business days" 7/3/23: I , FedExTHE RUG IS DELIVERED TO THE WRONG ADDRESS. Frustrated I call back and they said they will send me a replacement rug. When FedEx comes I decide that I do NOT want this rug, or to deal with Waifair any further so I refuse delivery and immediately call Wayfair and tell them I refused it and they say, fine "3-5 days you will see a refund". 10 days later I see no refund and call back. Tanish says, I see we received the rug back on 7/13 (6 days earlier) but "the system" says it wasn't returned, so she updates it and say's "3-5 days you should see your refund."
Lynnetta
MANAGER—Samuel (Customer Relations)
I dont know what has happened to Wayfair. I have ordered many things from them over the years, and even when there was a problem with the product I had ordered, they were the easiest people to deal with, and a resolution to the problem immediately. I wanted to order an Outdoor Cat House for feral cats in the neighborhood that I had been looking at for quite some time. I finally saw it on sale for $55. I was ecstatic! It was almost half off. It came in 3 colors. The brown house was featured with the $55 price. I really had wanted the red/brown one, but I pressed on the brown one immediately, only to find the price was $93, and the black/gray one was $106, and the red house was $55, but was OUT OF STOCK! I immediately sent Wayfair a detailed message about what had just happened (a bate and switch) and they didnt answer not one of my questions, but only answered withI could purchase the brown house for $93. I then CALLED Customer Service, and after insisting that I wanted to speak with a manager, that they said was on another call, I said that I would wait to speak with Manager Samuel. After going back and forth with Samuel, and getting nowhere, (except a few lies,) I asked Samuel for his Supervisors name and number and after another back and forth, Samuel ended with I CANT GIVE YOU THAT INFORMATION. I told Manager Samuel that I wanted to make sure that this conversation had been recorded, and he assured me that it was recorded. The conversation then ended with Manager Samuel!!!
Tanya
Never informed me my order was NOT SHIPPED and OUT OF STOCK
I ordered a 4 piece leather sofa set on Monday June 26th, 2023. I was informed it wpuld be delivered between 4th of July-8th of July! I received a message stating it was ready for shipping, it still has NOT been shipped! Now I got a message that they'll INFORM ME when it gets shipped! WTF?!? I didn't buy the sofa because its nice to look at, I bought it because I NEED it for use, and have a place to sit that isn't the floor! I want my MONEY back! You people have lost your quality of customer service to the customer! Your Customer Service is LOUSY! ...and what do you have the robot for?!? It NEVER knows ANYTHING nor can do ANYTHING. Order Number:#360206**** SKU: W00758**** I WANT TO CANCEL MY ORDER AND GET MY MONEY BACK! My purchased item is NOW OUT OF STOCK! NO ONE INFORMED ME OF THAT! I WANT MY MONEY BACK. Tanya Campos-Gracia tcg1956tcg@***.com
Anonim
Horrible customer service and products
I received an extremely damaged dresser. It looked like the product was previously bought and returned. About eight pieces of the wood was split and broken off. The parts came in bags that were opened and taped back together. And there were pieces missing. They are issuing me a refund but I have to get the package back to fed ex. The box weighs 130 pounds. I am unable to lift it much less get down my stairs and into my car. They told me that is the only way I can get a refund and cant have it picked up from my house. I will never order anything from this place ever again.
Hira
Poor and rude costumer service
I have a very bad experience with Wayfair, my badluck that I ordered many things at the same time since I moved to a new place. The bench I ordered was sent with three outward and one straight leg which did not make a set ofcourse. The rug came with strong smell and stains. The chair package was damaged as shown in the picture. After all this, I canceled the order for the mattress that was not shipped until the coming week, even then they declined the cancelation request. Upon calling Wayfair their very rude costumer service agent was constantly telling that this was shipped. On top of everything, they blocked my account so the front line agents cant help and the resolution team was supposed to contact me within 3 business days then 5-7 days and they never reach out even after 15 days. They dnt respond to emails, not even acknowledge the reception. I am truly frustrated on blocking a lot of money with them. Have many more photos but here are a few to inform public to be careful with their money.
Hira
I am stuck neither with an option to cancel the unshipped order nor return the previous damaged products received.
I ordered a bench, I was sent a bench with three similar and one different legs that could not make a set and imbalance the bench. With that bench, I ordered matching velvet chairs, and the package was damaged so the velvet was too. I asked to issue return label, and they blocked my account and said that executive resolution team will contact me in 2-3 business days and then 3-5 business days, now its been more than 15 days no body ever contacted me. The customer service,Katty and Angeline were rude and the emails I am sending are not being acknolwledged. Frustrated with this situation and blocking of $2000.
Martha
One of the products I have purchased broke and I have insurance for it
The rods broke in half and everything came down. We just got it and there wasnt anything on it for it to come falling down.
PO-d_Consumer
Bed bugs from upholstered headboard
Original review May 24, 2023
My parents purchased the Aisha 46.9" Steel Bed Frame by Andover Mills from Wayfair in November 2022 for my sons birthday. It was delivered and we installed it in mid-December 2023. Fast-forward to Jan and my son started to experience what we thought was a rash. We treated at home with cortisone cream but still the rash would return. A few weeks later and my son called me into his room to tell me he found a stinky bug crawling on him. I took one look and my heart sank. It was a bed bug. And that WASNT a rash. Those were bed bug bites. All over him. That hed had such a reaction to and scratch so severely you couldnt make them out until you knew what you were looking for. I felt terrible and like a horrible mother. I immediately inspected everything. Blankets, only the one hed found. Mattress and mattress crevicesnothing found there. Headboard face, nothing at first glance. Behind the headboard and in the tufted cornersbed bugs, bed bugs casings, eggs. I panicked. Pest control determined the infestation seemed to originate and be contained within the headboard. The room has since been slowly treated and stripped of every object. All other rooms have been inspected. The only place these bed bugs were found to be was in the headboard. I am thankful for this but also highly pissed. I was at my wits end to identify the source when pest control suggested that if it was a new headboard, I should consider that my source. Sure enough, I look online and to my HORROR find out that others have had this same scenario happen to them. Wayfairs response? Not them based on the timeline, no matter how much later it was unpacked from delivery. They won't do anything. Interestingly enough, I can no longer find that headboard being sold by Wayfair. I find some comfort in that but feel hard-pressed to warn everyone I know to either not purchase from Wayfair or thoroughly inspect AND pretreat (heat treat as well) anything they buy from this company. They should be ashamed of themselves but seeing as how this looks to have been happening since 2016, they arent. I will never, ever purchase from them or their associates ever again. And neither will my friends, family, or anyone I can warn if I can help it. Steer clear!! This has been a nightmare!
Charlie
Defective couch
customer service refused to honor their 1 year warranty. they blamed squaretrade and then suddenly they said the sofa was free when i have credit statements paying 900 for the couch and squaretrade. they offer no resolution. they will not take responsibly, asked for 40 pictures and then still denied the sofa, with holes, threshing missing, and broken leather was not their fault.
Charlie
Refusal for customer service and honoring 1 yr warranty
Updated by user May 17, 2023
more people need to read this review and be aware. shop elsewhere
Original review May 17, 2023
i bought a couch from wayfair in September 22. it came with a 1 year commercial and home warranty. after 4 months of home use the products basically disintegrated and they refused to honor the 1 year warranty telling me to use squaretrade warranty i bought. Squaretrade wanted 20 pictures the original box amongst other things then said the warranty was not valid. avoid the poor service and lies along with poor workmanship.
Curtis
My order is wrongI
The problem has not been resolved. Photos were uploaded following my discussion with a Wayfair on Wednesday about the need for yet another replacement. I have not heard from Wayfair yet. Product I received was damaged, defective, possibly used. This was supposed to replace the 1st dog crate that was delivered with a broken floor and scratches throughout. The replacement had a door that was not glued together, the back panel was bowed, the roof was in 2 pieces( should have been one solid piece), the side panel was not glued on one side and not the other. Meanwhile my dog still does not have a crate for safety. This may or may not be Wayfair's fault that the product arrives this way, but it is their responsibility to stand behind the products they sell and to provide adequate customer service.
Ashley
Resolved: Broken Bedframe & Lack of Customer Support
Updated by user May 31, 2023
Company resolved the issue.
Original review Apr 26, 2023
I purchased the Dimante Tufted Upholstered Low Profile Platform Bed by Red Barrel Studio. The item is listed to have a manufacturer warranty, as confirmed by Wayfair. Wayfair's return policy is only a short 30-day window. This is not sufficient for large pieces of furniture. When I reached out for support today, due to the frame breaking (see attached photos), I was told it was out of their 30-day window and that they could not help. I've had this purchase for about two months now. As a customer, I don't feel as though this should be a scenario that I am not able to receive a replacement- the item has not even been in my home or used for three months. Although, at this point after reading deeper into the reviews, I would prefer a refund. Several other customers stated that they've encountered the same issue. It is frustrating enough to not have a bed to sleep in- not receiving support is even more upsetting. What I found to be most frustrating as a customer in need of support, was that they provided me the wrong website and contact information for Ovis. I am willing to contact a supervisor or administrator if necessary. I am not pleased with the matter-of-fact responses I received, "It's out of our 30-day window. There's nothing we can do." For any company to keep customers, particularly one such as this undergoing legal issues, I would imagine that they would be able to provide a simple solution.
Mackenzie
Purchase
The delivery drop off person left the items in the box as photos show open and split some items were bent and scratched