Wayfair

We called Wayfair Canada to order a bedroom set for our daughter in February 2016. We were concerned about ordering because the desk that came with the set was out of stock. Wayfair Canada assured us that the desk would be back in stock in a couple of weeks and convinced us to put in our order. The collection was discontinued a couple of weeks later and we were never able to order the desk. More importantly we purchased an incomplete set based on a blatant lie from Wayfair. When we got the items we ordered the two chest drawers that were part of the set were damaged, one very badly and the other one just slightly at first view. We accepted the less slightly damaged chest of drawers and sent back the other one. A month later, we still don't have the replacement for it. When we were putting together the chest of drawers we accepted, we found out that the knobs that came with it were not pre-drilled all the way and could not be installed. We had to order replacement knobs. We also ended up ordering a desk from another collection, which arrived damaged. They sent us the desk a second time and again it arrived damaged. After having received the majority of what we ordered damaged and the quality of it deplorable, we decided to put an end to this miserable experience. We called Wayfair and proposed an exchange, we wanted to get a completely different set and send back the initial nightmare set to them. They refused! In order to get our money back, they expect us to repackage the items we opened and assemled and ship everything back to them at our own cost. We thought we were being reasonable in offering to try our luck with another set, but apparently lies and unacceptable service is what Wayfair wants to be known for.

My elderly parents bought a sideboard that came damaged. The guys who delivered and assembled the piece gave my parents the customer service number and said, "When you get a replacement, they'll take the damaged one." When my parents called, the customer service rep (Jaren), said that they could send out furniture repair to try and fix it. He said, "Check out Wayfair repair medics on YouTube. They're really good!" (The only wayfair furniture repair on YouTube is customers repairing furniture themselves!) When my parents asked him to put in writing what they had discussed (Having a repair guy come to fix the piece, and if the repair isn't good, they will exchange it for a new one, and the damaged one would be taken at no additional charge), Jaren refused to confirm it in an email because he was flat out lying to my parents! The email he sent us was purposely vague saying that some "resolution" could be reached if the result of the repair was unsatisfactory. He refused to define the resolution in writing. Clearly a scheme to screw over an elderly couple and not take responsibility! My mother asked to speak to a different supervisor/manager and they got Kasai. Kasai said that the return policy for large items was different than what was on the Wayfair website. WHAT?! They do NOT come to pick up damaged pieces, despite what their delivery guy told us AND despite what their website says. She said we could donate it. At this point I got on the phone and said that my parents are elderly and should not be expected to carry a large piece of furniture to the curb by themselves. Kasai then gave the option that we could exchange it, and pay extra for someone to pick up the damaged piece on a different day. None of these options are acceptable. They lie on their website, they don't care if their customers are inconvenienced, and they purposely send you damaged pieces so you (the customer) have to pay extra for removal. WHAT A SCAM! Every time I have ordered from Wayfair, the product comes damaged. It may look like you're getting a good deal, until you have to spend extra time and money to fix, return, or replace it. DO NOT GIVE THIS PATHETIC SHAM OF A COMPANY YOUR MONEY!

I will never use Wayfair again, because the product I got did not match the picture or video attached to the product. Also I was extremely disappointed by their unprofessional and rude customer service. My fiancé and I purchased a bed frame with enough time to get it before our wedding. When we received it, it only had 2 storage drawers not 4 drawers like the picture and instructional video had indicated. I called customer service, and they pointed out the fine print that briefly mentioned 2 drawers in a ton of other fine print. But the picture and video had 4 drawers, so it's very misleading. They apparently did have a 4 drawer option, but it cost more. I offered to pay the difference to get the 4 drawer option if they could expedite the shipping so we could get it before our wedding. They weren't willing to pay for the shipping. I offered to pay the expedited shipping, and they said there were many delays and I still might not get it in time. So I decided to keep it and asked for a discount, since I was settling for a product that I didn't really want and was misrepresented. The first woman I spoke with offered me a discount for my trouble, which I thought was nice. However, I asked to speak to a manager to double check if there were any way to get the 4 drawer in time in a last ditch effort. She said the manager might be able to help. When she transferred me, the manager didn't help and took back the offer of a discount. She was incredibly rude, unprofessional, and unhelpful. She left me with nothing to make up for settling for a product that was misrepresented and the trouble and time I spent on hold waiting to speak to someone. That took an hour of my time on the phone and on hold. Don't buy from Wayfair, because you won't get what you think you're buying. Don't bother calling customer service either, because they won't help you and will just waste your time.

Hello Wayfair,

We are new business venture recently opened up in Ontario. We never purchased a furniture online and because of one of friend's suggestion, we tried to find a outdoor patio furniture of our concern at wayfair. Before placing an order with wayfair, we had an order with Home Depot in a traditional way of checking the furniture in person. But since our friend insisted, we cancelled the order with Home Depot and placed the order with wayfair since the same patio set was under discount of 70% for $799. Before placing an order with wayfair, we contacted wayfair customer service through chat support and made sure what's included in our order. Order was placed successfully on July 12th and received confirmation of the order on the same day and expected delivery date is July 27th.

On July 17th, we received an email from wayfair stating that our order has been cancelled due to technical difficulties and asked us to contact the customer service at *******247, where a team member will be happy to assist me with a replacement. As a token of appreciation, wayfair offered a promo code for 10% for future purchases.

So I called the customer service and after multiple bouncing back between different teams, member of sales team mentioned that the same patio set is available for higher price of $1799 ($1000 more) and with the 10% discount can be applied to it. There was no apologies offered to us for any of the inconveniences and the time wasted by wayfair with no fault from the consumer side. This is completely an issue from wayfair and if the price cannot be honoured, why it is advertised for lower price in first place. Is this some kind of scandal to keep the customers money for few days and refund it in few days?

Can the customer service can be trained and be courteous towards customers and help them with valuable replacement when there is fault on wayfair side?

This is our first and final order with wayfair and going to share our experiences to all our consumers to stay away from Wayfair.

Thanks again wayfair Canada for no help and wasting our precious time.

Shameful ordered desk couch and recliner desk took two weeks to get here couch took month recliner took TWO MONTHS all different delivery companies desk came much assembly required couch came delivery people were great couch was not as described should have been velvet fabric was some kind of denim rough junk the couch had a large tear in back wayfair made it right but dumped the couch on us we had to pay someone to remove it from home now we get to the best part reciner two plus months later I have video cameras inside and outside of home
Delivery company never called or emailed for delivery day time nothing the company backed into my drive way where I have video they opened the back of their truck and kicked
The big box the recliner was in out right in front of my gates (were there's a large bell)the only way on and off the property in addition it was raining and of course no plastic on the box and I'm home alone and can't move it to even get out and do my errands so I went to my neighbors and luckily the had a tarp of course the ground is soaked and so is the box this happened today June 23 2017 Company doesn't care!

My main point: they charge for returns even when it's their fault and then they have the audacity to only offer store credit.

I always had a good experience with Wayfair so it hurts me to write this update. In fact, the last 3 weeks, I made 4 orders with them that totaled to over $500 in home decor because of the good experiences. But then I ran into one problem which was the least expensive order–a set of cups that arrived and looked nothing like the product images and pictures WayFair posted.

I tried to return the cups but WayFair wanted to charge $14.88 (from what I remember) to return $40 cups when this was their mistake for inaccurately depicting these cups. The cups also weighed so little in a small box, that I almost thought the shipping box was empty so there's no reason for the return to cost $14.88 regardless. I live chat them thinking it would take minutes for them to cover the return shipping costs for their mistake. Well, that didn't happen. I spent almost half hour on live chat with an agent where I attached 5+ images of the real cup and compared it with the cup on the box. They're not the same cup yet the agent insisted she doesn't see what I mean. She eventually agreed that the cups weren't the same but would only issue a store credit and told me to keep the cups but I don't want to. I just want to return the damn cups.

In addition to that, they suggested if I didn't want the cups, I could either throw them out (great for the environment eh?) or donate them, which means I have to take time out of my day to go to the nearest Salvation Army. At the end, I just gave the cups away as a housewarming gift.

Since they refused to issue a full refund, I asked if they could apply the store credit to an order I made a day before and they also said no. This was such a waste of time and a really bad experience with Wayfair. This was Wayfair's fault, not mine. Also, the product images probably didn't match because I notice Wayfair is now saturated with cheap junk and generic garbage like Amazon sells.

FedEx lies and Wayfair believes everything FedEx tells them.

I ordered a small rug on the 7th of the month. On the 16th FedEx put a first notice on my apartment door claiming they had made a "fourth and final delivery attempt." FedEx's online system said they had rescheduled delivery (an alleged fifth delivery attempt) for the next day, which I then canceled via the automated phone line. FedEx then claimed they made the delivery attempt anyway (no notice left), and that would be the final delivery attempt.

Wayfair then claimed FedEx was waiting for additional info from me. FedEx's automated system claimed, instead, that only the company sending the order can give additional information. I called Wayfair again and they got FedEx on the line and FedEx claimed they would make another allegedly sixth delivery attempt on the 23rd. I waited at home all day and they never buzzed my apartment door. I called Wayfair again, who again got FedEx on the line and FedEx now said there would not be any delivery (allegedly sixth) attempt today, as they already made five delivery attempts! FedEx claims the delivery person has had problems accessing my apartment. There are no barriers at all other than the door buzzer with my apartment number on it.

Wayfair and FedEx offered for me to come and pick up the package. Last time I did that I found that the local FedEx (Fargo, ND) parking lot has no signs directing customers. You have to park randomly and search around until you get to a gate where you are buzzed in. So, I just canceled this order after waiting 16 days for it, and now I have to start all over again with a new seller.

I special ordered a power reclining sofa with adjustable lumbar support from Wayfair on July 29,2023. My sofa was finally ready and a CONFIRMED delivery date was set for August 7,2023 between 3pm and 7pm. Since I had a CONFIRMED delivery date, I sold my old sofa and it was picked up on the afternoon of August 7th, the same day my new sofa was SUPPOSED to be delivered. Well guess what, not only did I NOT receive my sofa, I didn't get a call, a text, or ANYTHING! I tried calling Wayfair's shipping company and it went straight to voice mail so I called Wayfair directly. I was told that if it didn't show up by the end of the day to call back the next morning. So of course I didn't receive my sofa, and I called Wayfair the next morning. Wayfair customer service is WORTHLESS! They told me "all that we can do is put in a request to have it redelivered" and then proceeded to tell me it would be AT LEAST TWO BUSINESS DAYS before I would even receive a text from their delivery partner to schedule a new delivery. So now I am probably looking at ONE FULL WEEK without anything to sit on because Wayfair's shipping partner completely ghosted me and Wayfair is unable to do anything about it! This was my first and LAST time I will EVER purchase anything from Wayfair. Terrible shipping, terrible service!

I needed a bed for house guests who were coming for Thanksgiving. I checked numerous options but eventually chose one from Wayfair because Wayfair could deliver it by November 17th, well before Thanksgiving. I placed the order on November 13th.

I received a notice that the bed had shipped on November 15th but later learned it would not "arrive at the delivery partner" until November 28th! When I called Wayfair for an explanation, I was told to click on the fine print at the bottom of the page to get more information about delivery. Evidently when Wayfair says it will "Ship by November 17th" they mean it will ship from China to a "delivery partner in the US" by that date, not delivered to a consumer within a reasonable period of time.

I feel Wayfair's representations concerning delivery expectations, are fraudulent and deceiving. Wayfair knew that the bed was a big piece of furniture and knew where it was located at the time it was ordered. Wayfair intentionally misrepresented the expected delivery time by burying the actual delivery information on its order form, in order to deceive the consumer into believing it could be delivered in a few days. The misrepresentation is exasperated by the fact that much of Wayfair's other advertising contains representations that items will be delivered in a few days.

Unfortunately, the problem continued once the bed was delivered to the "delivery partner", ASA Logistics. After receiving a phone message from them asking me to call them with more information about a proposed delivery date, I played "phone tag" with their office for over a week. Evidently they do not answer their phone in the afternoons. When ASA receives messages from people attempting to reach them, they wait a couple more days before attempting to call them back. Most (if not all) of those calls are made in the morning-- a busy time for me. Once we finally connected, it was scheduled for deliver another 5 days later. The bed was finally delivered on December 20th, five weeks after I ordered it.

Needless to say, I will not be ordering anything from them in the future.

I had ordered 17 boxes of 18x18 travertine tile on 3-31-23. I was told on the online tracker it would be here 4-17-23. I called and spoke to Erica on the phone on 4-13-23 that it was in Durham NC and would be picked up that night or the next day and arrive at my location on 4-17-23. I gave my floor installer 1000 dollars to hold my spot. OK the next day I call a senior executive manager, Betty, that tells me the tile will arrive on the 20th of April. My tile professional then gets upset and tells me he'll have to 1000 dollars more to pay his employees. This is almost 5000 dollars worth of tile I can't have just anybody lay this tilework here's the real kill WAYFAIR HAS LOST MY TILE AND HAD TO REORDER IT! NOW, IT WON'T BE HERE UNTIL THE 5TH OF MAY. My tile guy stated sorry is not going to be able to wait and he can't do the job. I'M OUT OF 2000 DOLLARS AND I'M TRYING TO SELL MY HOUSE. THERE IS AN OPEN HOUSE SCHEDULED FOR NEXT WEEKEND! Wayfair and the shipping is free because they never ship!I want to be reimbursed the 2000 dollars I have put out. I'm going to talk to a lawyer Monday!