Wayfair

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