Wayfair

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).

I received a mixture of two different beds in one box. I ordered the Tufted Upholstered Storage Platform Bed but received the drawers from it but received the rest of the bed from Airi Upholstered Bed with Adjustable Headboard. When I called customer service because my assembler stated he was missing some item they could not identify the missing piece and asked me to send a picture of the instructions. The customer service rep should have acknowledge I had the wrong bed but she did not although she did not understand why my assembler had different instructions for a bed that was not what I order. So currently I have part of a bed put together and parts arriving for a bedframe that will not fit. Could I please have a full refund for the bed@ $439.99 and $51.99 protection plan. I am to old to continue to be worried about if you are going to provide me what a paid for. I am also to old to continue to pay someone to bring the ordered items from Wayfair to my door. This has caused me some unnecessary stress. I want a full refund and I will order locally. I chose Wayfair because my neighbor had a good experience and your prices. However I would rather pay more locally than to go through spending more money to have items delivered to my door properly and get what I purchased. I am just to old for all of this confusion. When I tried to get a refund Wayfair representative said they could not issue me a senior a refund because it is out of their hands and in the hands of a 3rd party manufacture plant. The customer service rep stated that I would have to work it out with them. Although I did not pay the manufacture I paid Wayfair I would have to wait 1 - 2 days to receive a response on whether or not I would receive a refund. This is my first time ordering from Wayfair and my last. When it comes to you as a customer you do not matter. I ONLY WANT MY FULL REFUND for the bed and the 5yr protection plan!

This company charged my credit card for an order that was never placed, and there's no order #.

I waited for over a month for outdoor sectional to come back into stock. Within hours of receiving the email notifying that the set was in stock I placed my order on June 14th with estimated delivery date of June 30th. Here it is the 29th and the items haven't left California for arrival in FL tomorrow. When I finally got through to Wayfair, I was advised that because of COVID the shipment was being held in Fedex warehouse and won't arrive for another 10 days or beyond. Said that because of COVID more people were ordering online causing backlogs and the warehouse wasn't fully staffed due to social distancing (as if warehouses are packed with people shoulder to shoulder. Chrissy failed to mention that Wayfair laid off hundreds of people back in February. Then Chrissy said Fedex was backlogged because priority was given to shipping medical supplies as hospitals didn't have sufficient medical supplies -- hospitals have had plenty of supplies for over a month now. As I told Chrissy, ALL of these COVID circumstances (which are much less now than 2 months ago) were known to Wayfair on June 14th when they gave the date of June 30th. It was despicable to me how Chrissy tried to use COVID as the excuse for Wayfair getting me to order from them instead of a competitor by misleading me as to a delivery date that they knew they would not be able to meet. She said COVID so many times, I think I'm coming down with it. No integrity.

I checked with their Chat help to find out if I could have something delivered on a Saturday. Not only did they say I could, they also said I could request set up. Since it was a large piece of furniture, I decided to order. I put in the order, put Saturday delivery in the special delivery instructions as directed but couldn't find where to put set up requested so I put it in special delivery instructions. When my final order was sent it said it would come in two shipments three weeks apart and neither were on a Saturday. I went back to Chat help to find out how to fix it and was told the first person gave me incorrect information and that it wasn't considered a large order so it was going by Fedex and would be dropped off at the door within the window stated on my receipt. (big bulky day bed with mattress and trundle not a large order?) Anything that has to be put together and arrive in more than one container needing more than one person to lift or move is LARGE! When I said I didn't want the order, the Kody ended the session. I had to call to get them to cancel the order. I was told that within the 10 minutes of all this happening that they had already moved it from the warehouse and sent it to shipping. I would have to wait 24 hours to get confirmation they received the items back at the warehouse THEN they would put in the credit card reversal and I would have to wait another 3-5 days after that to have it reflected on my credit card. Now, as I don't like to max out my credit cards, I have to wait another week to order what I needed and hope it gets here before my guests arrive. I will NEVER shop with Wayfair again.

Worst experience with an online company EVER. I've never even heard of a company with such terrible policies and procedures. After putting my card on file with one of their sales agent (who makes commission), my card was charged up to an extra $50,000 for items that I left in my cart that i clearly told the agent I was not ready to purchase. I did not receive any of these items, and many of the items I did purchase came in either broken, damaged, missing some pieces, or the wrong item.

When I called their customer service to inquire about all the transactions on my card, and for the missing/damaged items, their support team said they would inquire about this and call me back. We had spent over 2 hours going line by line for the transactions and the items. Two weeks went by with no news. When I finally called back, the new agent told me there was nothing on file from my previous call and we had to go all over it again. Once we went line by line again, the agent told me that we had to call our bank and deal with it from their end because their system showed no errors. They refused to refund me the unauthorized transactions, even after the agent told me he could see on their system that these transactions were not made by me - WITHOUT DOING AN INVESTIGATION INTO THE PREVIOUS CALLS/EMAILS/AGENT OR INTO THE DAMAGED GOODS.

I have now spent a combination of over 10 hours with different Wayfair customer service agents and my bank - and still do not have my credit card cleared or my house furnished properly. This company is not doing its due diligence to protect its customers. SAVE YOUR MONEY AND TIME - do not purchase from them.

I purchased several items from Wayfair in the amount of $531.41 paid in full. Upon receipt of the items, I contacted Wayfair regarding my dissatisfaction with the items. Below is an email I received.

Hi Shannon,

Good morning! I hope this email finds you well.

Thank you for reaching out to us regarding the metal decor that you received earlier this month. I am very sorry to hear that some of these pieces arrived in less than perfect condition.

I was able to review the pictures that you provided of the pieces that you received.

For the Rectangles Iron Wall Decor that you received, we do have a couple of options. The first option that we have is to provide you with a 5% discount to keep the wall decor as is. This would result in a partial refund of $21.51 that would be issued to your original method of payment. The second option that we have would be to set up a free return for you on this item.

For the Jerek Polystone Sculpture that you received, we do have a couple of options. The first option that we have is to provide you with a 5% discount to keep the sculpture as is. This would result in a partial refund of $2.34 that would be issued to your original method of payment. The second option that we have would be to set up a free return for you on this item.

For the "With Brave Wings She Flies" Metal Wall Decor that you received, upon review of those pictures, I am not able to see any damage to the item. The dark spots that you have provided pictures of are just patina spots that are part of the finish on the item. If you decide that you do not want this item, we can set up a return however please note that per our return policy the return shipping cost will be deducted from your refund.

In the meantime, if you need any further assistance I do urge you to reach out to us directly at the below contact information as all requests are forwarded through my department. Contacting us directly will help avoid any excessive delay in my response as speaking with our regular customer service can take 1-2 business days for us to review and process any request.

GT S.
Executive Resolution Account Manager
Monday - Friday: 8am - 4:30pm EST
*******@wayfair.com

Second time I have used Wayfair and shipping is very slow. This will be the last time

HORRIBLE CUSTOMER SERVICE AND DELIVERY! I ordered this table in December waited until the end of February for it to arrive. While unboxing I noticed it was missing the base of the table making it unusable. I checked online and saw it was backordered with no communication of when it would come. Had they called to let me know of the unexpected backorder I would've chose a different table or cancelled my order. When I reached out to customer service they offered me 20 percent off and explained I would just have to wait another couple months for the base to come in and be without a usable table for 6 months. I appreciated her willingness to help and the compensation for wayfair not fulfilling there delivery but when I got off the phone and checked my email I seen I was only refunded $50 (3%) instead of the 20 percent. I called back and at this point asked to speak to a manager. I spoke to Maggie the supervisor who was incredibly unfriendly and cold. The reps were all extremly kind so I was suprised by her attitude. She said they don't typically offer any discounts for unexpected delayed items that will take months to arrive. Instead of honoring the reps offer she said the best she could do is let me keep the $50 refund and a 10 percent off coupon for a future order. I expressed i rather use that 10 percent towards the table being i would never order again but they couldnt do any better then the $50. I just bought a new home and have been furnishing the whole house. I have bought furniture from many companies and I have experienced delays with some of them as well. The difference between Wayfair and these other companies is that I was notified and given other options. When I called with inquiries I was treated with respect. Apparently that's too much to expect from such a company as Wayfair. The supervisor offered seemed more bothered to be speaking to me than willing to help me or acknowledge my frustrations. Now I have 6 chairs and table with no base taking up space in my house while I wait for months for the rest of it to arrive. I would never shop here again and already shared this with family and friends who are shocked with the handling of the situation. Extremely disappointed is an understament.

I jinxed myself saying I've been lucky with ordering on line with Wayfair
I placed an order on January 18,2023 for a sectional., They charged me that day, delivery expected Jan. 26,2023
The ottoman came in Jan. 26th, nothing else, called Jan 27th they told me they'd look into it and call me back. No call No email update. Called Jan 31, it's lost, they have no answers, called Feb 1st, re-ordering, expected delivery Feb 7th, I said,,,it better be here, my old set was taken out already and the Super Bowl is approaching, I have NO LIVING ROOM SECTIONAL, called Feb 2nd to double check it was re-ordered,, nope...Dalton was putting in ticket now as I was complaining, he did not know what was going on. Called tonight Feb 6th to check that it was coming tomorrow Feb 7th being the 2nd attempt to deliver my sectional, I literally just got an email for the FIRST time through this whole waiting period that said,,, "We are sorry your furniture will be delayed until March 30,2023,,, are you for real? I should've trusted my gut, and gone to Jordans Furniture, Bob's, Bernie and Phyls, Ashley's, Cardi's, just to be local and delivery stress-free. This has been a really really bad experience, and I'm horrified my money is tied up and I have to now wait without a living room set to sit down after work until the tail end of March...NEVER AGAIN

I will never order from them again...
I have placed several orders with Wayfair but the last three I have had major issues getting my Items. First, I ordered a Dyson for a gift for my wife's birthday on 8/18/22. Her birthday is 9/1. The order number is *******893. I never received the order I called Wayfair they offered an apology and said I had to wait 6 additional days before it can be reordered. Eventually it was reordered, and I received it after her birthday on 9/3/22. Placed an order on 10/15/2022 *******893. I ordered mattress cover and mattress online said I would receive both on Tuesday 10/18/2022. Logged in Tuesday system showed mattress still not shipped and mattress covered delivered to Amazon Locker. Went to my Amazon Locker and nothing was there. Went to office not there either. Called Wayfair again they told me I must wait 7 days before anything can be reordered. My neighbor then came over said she got a package and she think its mine. I did receive the mattress cover the next day. I checked Wayfair this morning because yesterday it said my mattress would be delivered today. Today it shows it was delivered to my home yesterday with a picture. On the picture is not my home or my door. We have Ring security system. I stay in a Highrise checked my address on the shipment and it's correct. It was just delivered to the wrong address. I called Wayfair spoke with Tiffany Customer Service Agent and she then transfers me to Tabitha Supervisor. Again, there isn't anything that they can do to get me my mattress ASAP. I threw my old mattress out so we now will be sleeping on the floor for 13 days or so or until you guys decided to resend my mattress. This is unacceptable and not fair to the consumer. This is the third bad experience I have with ordering through Wayfair. I will not be ordering again as to having so many issues and no one is ever able to expedite a resolution or really help the Supervisor/ Manger says the exact same thing the agents say. I really like Wayfair and my wife, and I have ordered in past and had no issues at all so not sure why I am having all the issues now. When calling FEDEX they are no help an endless loop of recordings. I am very disappointed in the service I have received and would not recommend anyone to order through you.

I will never order anything off wayfair again. My fiance and I ordered a couch in mid August. The expected delivery date was Sept 14. Then it got pushed back to Sept 16, no big deal. Then it got pushed back to Sept 21. I did not get notified about this so on September 16th I looked up the tracking and saw this new delivery date. I was very unhappy because I was having company that weekend and now had no couch for my guests. I complained to customer service and they said "sorry but we cannot rush this process, the moving company now has it." Not to mention, tracking said they had my couch in Texas, the state I live in, since September 3rd. We contacted the moving company and a girl named Adrianna told my fiance the moving company would deliver our couch on September 22nd anytime from 11-3. It was a Tuesday so I took a half day of work and left early so that I could be there for my couch. Later that day after I waited for my couch we called around 2:45 to make sure they were coming and another lady from the moving company answered and said they weren't coming and there must've been a miscommunication. At this point I am furious, my couch is already late and I missed work to be home for delivery. The moving company was super rude so I suggest changing that. We didn't want to miss more work so we asked if they could deliver that Saturday, they said no. So we decided we would drive to them and get our couch that Saturday. We confirmed with wayfair and the girl Adrianna at the moving company. We got our shipping fee back and everyone said it was good to go on Saturday. That Saturday my fiance and his friend drove 40 minutes to the moving company to get our couch. Everyone was super unprofessional and barely acknowledged them. They waited over an hour for them to look around for the couch and finally someone came over and said they somehow lost our couch. We called wayfair customer service and told them everything and that we wanted to cancel our order and the man said that we would be charged a cancellation fee, which made me very confused because I would think if anything we'd get back money for all our inconvenience. He waved the fee and cancelled our order. The whole process was a nightmare and I am very disappointed.

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.

Bought a bath mat on Wayfair for $100.

It arrived in the mail and isn't even worth $20. Cheap, inferior product. I applied for a return and they are attempting to charge for returned shipping. Their advertisement clearly states free shipping. Nowhere on the advertisement does it list a disclaimer on shipping via an asterisk or a hyperlink that refers the customer to another page.

Talked to Will in customer service to complain. He talked to his manager and he or she refused to waive the shipping. So, I filed a BBB report and two other reports with my state AG and another with MA where they are located. And I've needed to dispute the item with American Express.

Their customer advocacyteam has already refused to refund the shipping. They state the return shipping is listed on their return page. Uh, no. That isn't how you properly disclose shipping costs. If the item was not free shipping, the webpage for the item should not have stated it was free. This implies both ways. As stated before, there is no disclaimer or hyperlink referring the customer to their shipping page to divulge that return shipping is charged.

This is the second problem I've had with Wayfair since July. The prior was on a vanity that they didn't deliver properly 4x. The way they handled the vanity also violated the FTC's mail merchandise rule. Here is the link: https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order. In the end, they ended up having to give me about a 20% discount on the vanity because of how they handled the deliveries.

Won't be ordering from Wayfair again. They've lost thousands of dollars of future business from us because of this transaction.

Very unhappy with Wayfair. I ordered a bathroom vanity for a new powder room being installed. Ordered it on March 13th, one day after I signed the contractor proposal to do the work. On March 15th, i got an email saying it had shipped. It is now April 14th. The contractor finished the work yesterday, except for the installation of the vanity because the vanity has still NOT been delivered. On April 5th, I spoke to a delivery specialist who told me my item was part of some big transportation delay (she blamed it on storms in California as opposed to Georgia which another reviewer was apparently told). I was assured she would follow up with the delivery company and get back to me. She never got back to me and on April 11th, I called her and sent her an email. She never got back to me. On April 12, I called to speak to a supervisor who gave me the same store and never got back to me. On April 13th, I called the trucking company. They had the item in their local delivery facility but said they only come to my area every other week and can't deliver it until April 25th---7 weeks after I was told it had shipped! Someone could have walked it across the country in less time. I called and left a message for the Wayfair supervisor to let her know this was unacceptable and she responded with an email saying "oh, I see you have an April 25th delivery date so you are all set." The icing on the cake is that today I got an email from Wayfair asking me to review the product that I don't yet have. After reading all of these other reviews, I am now worried that if I ever get the vanity it will be damaged. Will not be ordering from them again.

WORST EXPERIENCE EVER! I bought an adjustable bed and it never arrived. So I passed the same order again and this time it arrived with a box completely destroyed and soaked in water. The bed is damaged with bent metal part and ripped fabric. Wayfair customer service is a nightmare, they just want to waste your time hoping you give up. First I contacted support through the chat, I sent pictures of the damaged box, then they wanted to charge me $100 for return shipping. No way! Their own policy says FREE RETURNS for damaged items. So I sent more pictures showing the damages inside the box. Oh now they want me to call a phone number instead of just giving me a shipping label to return the item. So I called the phone number, got put on hold a long time, only to be told that they can't do nothing and I have to contact email support which I already did. Now I am stuck with a damaged adjustable bed that was soaked in dirty water. I wish I could add the pictures to this review.

WAYFAIR DID ABSOLUTELY NOTHING TO RESOLVE THIS SITUATION. I was contacted by the company after my BBB review and it was a huge waste of time. After sending pictures they did nothing to help me. Wayfair policy clearly states 30-DAYS RETURN POLICY and says that they will replace or refund damaged items. IT'S A HUGE SCAM, WAYFAIR IS LYING. They kept telling me I have to deal with the manufacturer, which is not only illegal since online retailers are obligated by law to provide refunds on damaged items, but this is also AGAINST WAYFAIR'S OWN POLICY. To sum it up simple, Wayfair is scamming customers and refuse to honor it's own policy. Stay away from this company, you will lose your money and they will do nothing to help you. Oh and the manufacturer NEVER contacted me to replace my damaged item. WAYFAIR DOES NOT CARE ABOUT ITS CUSTOMERS.

Order # *******831