Wayfair

Ordered a Hall Tree about a month ago, which was in stock at the time. After the expected delivery date came and went, and I hadn't received my item, I called to inquire. I was told that the item had been delivered to the wrong address in a different town. When the drivers went back to retrieve the item, they dropped it and it broke. Instead of immediately sending a replacement to the right address, they were "waiting for my call" to see if I still wanted the item, which I (obviously) did, since I wasn't aware of the delivery problem to begin with... The story gets worse... the customer service rep says they still have the item and will send one out immediately. Again, days go by with no status update. I call to find out that they never shipped the replacement item and now the item I ordered and already paid for us out of stock/ back ordered. Weeks have gone by with no communication from Wayfair. Today, I called again to check on my piece of furniture. I was told that it will arrive in the warehouse this week. I responded "great, I assume that this will express ship, since I've now been waiting for the replacement item for over a month? The response "No, we won't be able to do that. We cannot ask our drivers to speed." Then, the young lady very pleasantly asks me to hang on to answer a few customer service questions. I decline saying "trust me, you don't want my feedback right now.". Worse customer service ever! If the item I ordered wasn't a unique piece of furniture that I haven't seen anywhere else, I would cancel my order. Cannot believe what a complete joke the entire process has been. Meanwhile, they have already been paid $600 for this purchase! Insane!

We recently ordered a $1200 patio set from Wayfair which was a lot of money for my wife and I to spend. She is turning 50 so we thought we would put a nice patio set on our deck and have a BBQ with friends and family. Her birthday is this weekend and Wayfair has been a COMPLETE NIGHTMARE to work with. Literally every box that showed up for the patio set was either missing the hardware or was boxed up with the incorrect hardware. We paid to have a contractor from Wayfair come out and assemble it when it all showed up and he could not because of all the missing hardware so not one piece was able to be put together. Now we have been waiting on Wayfair to ship the hardware that was missing out of all the boxes and they are telling us it might be here Thursday. When we called customer service to reschedule our install they refuse to reschedule it. They told my wife on the phone they were unwilling to do so even though she went through the entire painstaking experience with two customer service agents on the telephone. When she asked to be transferred to a manager, she was told Wayfair does not have any managers who are customer facing and speak with customers. Long story short, we have have a BBQ scheduled this weekend for a big birthday and no real chance of having furniture that is put together. One of the extremely rude customer service agents big idea to rectify things is for us to call around to some of the work sites like Angie's List, etc and try and find someone but basically said no longer their problem. If you buy from Wayfair you are making a HUGE mistake, buy anywhere else but do not waste your money on these guys as customers are not important to them at all.

10:16:04 AM Agent David B.: Hi Brent, thank you for contacting Wayfair.com.
10:16:16 AM Customer Brent Angry: May 12-17 (Arrive at local delivery partner). Chat on May 18 to find out when arriving - was told May 25. Where is my order?
10:16:29 AM Agent David B.: Do you have your order number?
10:16:36 AM Customer Brent Angry: *******475
10:16:58 AM Agent David B.: Please hold for a few moments while I pull up your order.
10:17:39 AM Customer Brent Angry: I'd really prefer to go ahead and get a full refund and forget I ever tried this last month.
10:18:10 AM Customer Brent Angry: I don't think it would qualify as a return if you never actually sent the furniture to me
10:19:04 AM Agent David B.: The note for the item is estimated to be with your local delivery agent today.
10:20:32 AM Customer Brent Angry: I understand that. But it does kind of appear that the note on the Wayfair site just pushes back a week when they miss. Is it likely that we are going to see 6/2 after today?
10:21:11 AM Customer Brent Angry:. Since that specific note previously said 5/12 and then 5/19.
10:21:51 AM Customer Brent Angry: Am i able to get the money refunded and then we can stop with the date changes?
10:22:45 AM Agent David B.: We would not be able to set up a cancellation at this time. We could only do a return for the item.
10:23:12 AM Customer Brent Angry: I cannot return what i do not have. What would be the cost for the return?
10:24:50 AM Agent David B.: This is a large parcel item and will require intervention from our specialized team. Would you like to be contacted by phone or email?
10:25:20 AM Customer Brent Angry: I would like -- my furniture delivered or a full refund. Are either of these possible?
10:27:10 AM Agent David B.: let me get one on my delivery specialist to go over the details with you.
10:29:00 AM Agent David B.: please hold while I reach out to them.
10:30:42 AM Customer Brent Angry: Eye-roll emoji

They don't let you cancel. If you return you pay more then 190 to return. Never again will I buy through this website

Incredibly disappointed by FedEx's handling of my wayfair furniture package. I explained I was unaware it was shipped via FedEx and that the last large shipment I had was shipped via a furniture company where I could schedule a delivery date and window... I explained I needed it delivered Friday when I'm home from the hospital. This is my only day off work being a full time health care professional, I also explained that I needed help getting it up to my apartment if I could as I am a 5'2" 115lbs female living alone. I was assured by TWO representatives, Aris and Kris, when I called to confirm delivery that it WOULD be delivered without a problem on Friday by 8pm and I could get help getting it upstairs no problem. I was told I would be called when it was enroute to my location.

I waited around all day for Fedex to deliver or call me with an update. I never received a call back and when I called at 8pm the manager Carlos I spoke to had no answers for me. I now will not be home when they deliver tomorrow or Monday and i will not be able to get help getting it upstairs to my apartment as promised. I was very much trusting Fedex's guarantee that they could deliver when they promised and I could count on them for the help I really needed.

WORST COMPANY TO BUY FROM! I ordered a couch, delivery was set for Saturday, December 3rd, no later than 5 pm, then it says 7:50. Never heard anything, I call the company at 8pm to find out my order was not coming because there was truck issues. Okay, I'm irritated but was offered 60$ of compensation. Fair. We rescheduled to today, Wednesday, December 7th. I have called twice to check in on my order and was assured both times by Jessica that he was running behind and his tablet died so he couldn't update the tracking but he would be here at 4:45.5 pm comes around I got went to track it and it's CANCELED AGAIN! I called Wayfair as I am very very upset and once again "they are having truck issues" I have company over with no furniture and had to take off of work 2 times! I am now calling them once again, this representative is a lot more helpful than the first two, however she can only do so much. And I am still furious as now they can't deliver it until 12/14, ANOTHER WEEK! This is absolutely ridiculous and this company does not care about their clients. I will never be using them or recommending again.
I also feel like the warehouse does not even have the couch as they are in my area ALL morning then go far away, and then it's canceled twice at the last minute.

I have ordered from Wayfair many times in the past. I have often received broken items which is always frustrating but I have had some good luck too with other items. In the past, customer service bent over backwards to assist and would provide some kind of decent discount for the hassle factor of not returning items that you can live with, even if not perfect. That is no longer the case. This time around I ordered a hard plastic deck box which is a big awkward shaped item. The box was open when it arrived (not the first time this has happened) and there was a piece broken and frankly the box looked a bit beat up. I actually wondered if it had been used or got beat up in transport from Turkey where it originated. When I went to file a complaint, I got an auto-prompt asking if I would keep it for a partial refund of 25%. I decided that for avoiding the hassle factor of returning and the fact that I needed it for a coat drive for the Mutual Aid group I volunteer with beginning now, I would take the refund. But then I got a message, we need to discuss first. Then I waited 4 days for an email, sent in photos, and was essentially told they could offer me 5%. I pushed for the originally auto-offered 25%-no budge. I told them I wouldn't have bought this in a store like this (a part broken, a bit beat up and a bit flimsy) for $90 but again, the coat drive had started and I needed to get going with it with what I had-and that I would duct tape the broken part. With that unsatifactory discount, I have since asked them to close my account. I think like many others, I continue to be disappointed in the quality of the products they sell (not all but many) and unlike the past, when they would offer a decent discount to put up with an inferior product, they are no longer willing to do so-and pretty polite yet chilly in the process. Yes, I did have the opportunity to return it but it didn't match my timeline for needing it. So since I can't count on getting a quality product the first time around and I found their resolution to be unsatisfactory, I am done with Wayfair.

I ordered a Patio Dining Table, received it 3 chairs were damaged, one chair had a permanent marker stain, the other a Chalky pink stain, the other you could see staples where the seat and back are combined. The table leg was damaged and gauged! Called immediately was told they would send out replacements! So I wait, in the mean time the fining set I purchased said WATER RESISTANT' right! Lol one week after having the set and waiting on the replacements I look out at my patio and there are red rust stains underneath all of the patio chairs, nice ha! Looks like somewhere during the assembly part of making the chairs they must have forgot to put the final coating on! My NEWbrug is ruined with red rust stains! Called a second time, talked to a DELIVERY specialist... More like a customer service REP. She asked if I could take pictures and send them to her as asked! I did! Still waiting in replacements from the week before! Nothing, they said we will be getting in touch with the manufacturing company and get back to me. A week later... Nothing! Of course! So I called again another new Delivery specialist this is going on two now said the same thing. Finally called MAY 6 got a new specialist he told me we will just send out. Entire new replacement fir table and chairs! And he will call me later last night. Never did! I called again today May 6 another new delivery specialist # 4 now... Can't do much but give you a credit after the first specialist promised to send replacement chairs that were never sent, after a gift card to purchase a new rug, didn't happen! I got nothing but a $1,000 table and chairs that aren't worth more than $400. A joke! Never never never will I ever buy another item again! Cheap cheap cheap items. False promises, horrible customer service, lies lies lies! I will let every consumer company know! They were horrible!

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.

If u buy furniture from Wayfair, be aware that it is extremely hard to get your funds back if u need to make a return. It may be even harder to get your funds back if that item that u purchased has been discontinued, even when they list the item as available. Twice i tried to buy a customized side chair for my living room. They gave a far out delivery date of December whatever, and held my money for 2 weeks. The 1st order i made was canceled, which i found out about by checking my profile on the app. I immediately ended up purchasing it again thinking it was canceled due to error, but later received an email saying the item was canceled. And i ordered the same item again. For a higher price. Because the app allowed me to! When i called customer service, i tried to cancel that order and they stated they couldn't cancel because it's upholstered and it would be about 2 weeks before i could get my funds back. Then the rep told me the other order was canceled because the fabric i wanted was discontinued. So i thought at least i would get a chair out of this mess, even if the price went from 750.00 to 850.00. But 2 weeks later, i received an email stating that the the chair was discontinued and i received my money back. I wasn't even gonna bother with looking for another chair online but ended up actually finding the perfect chair on Amazon for 300.00 bucks less. And it took the weekend to get here. So save 4 weeks worth of your sanity and buy your furniture from Amazon. Below, this is how the chair is still listed on wayfair (really). And also a picture of my Amazon chair. It's so nice! I don't hate Wayfair, but i just had to let them know about themselves. They have messed up too many times before (such as damages or incorrect sizing), and the ease of ordering from another company was too much to ignore.

I just made my first and last purchase with Wayfair - what an absolute TRAINWRECK!

I needed a new sofa, as my old one had finally bit the dust. Even though I was skeptical of purchasing furniture online without being able to see or feel it first, I decided to buy from Wayfair. The sofa (sectional) I found was perfect, it matched the style, color, and vibe I was going for, and being cyber Monday, the price was right as well. To purchase this sectional, I bought a gift card online to be applied immediately on the purchase and pay the rest on my credit card. Well, Wayfair being completely inept, was not able to process the gift card purchase at all, although they had no problem taking the money from my account. Long story short, a month+ later, the gift card is still stuck in limbo, I was delivered half my sectional plus another sofa altogether, they haven't even shipped the other half of my sofa because they can't figure out the gift card issue, and on my last (100th) call with customer service, I found out that my sofa is on backorder and I will no longer be able to receive the other half at all. So in summary, Wayfair is a joke, DO NOT SPEND A DOLLAR WITH THIS COMPANY! Go to overstock.com and save the hassle.

I have placed an order with Wayfair.ca on August 1,2019 for the futon sofa with the delivery on August 14,2019. The day before the expected delivery I have contacted Wayfair customer service and the lady named Deborah E. After checking her system told me that delivery will be on time and I should wait for Fedex next day. I took a day off and that day was wasted for nothing as the delivery never happened. I have called Wayfair and they checked it again, that time my case was escalated to the supervisor Sarah. She told me that the item I have ordered is on back order and she is very sorry, she has adjusted the price for me as a compensation for the trouble for about $150 and promised the "for sure" delivery on August 27,2019. On August 26,2019 I have called Wayfair and talked to Megan, I have asked her the same question "when my item will be delivered?". She promised me to check with the warehouse and call me back. In an hour she left me a voice mail confirming the delivery on August 27,2019. In an hour after I checked Wayfair website and it was saying there that the delivery will be on September 4,2019. Sounds like Groundhog day. At this point I called Wayfair and talked to the supervisor Scotty who has transferred me to another lady who said that the item is on back order and they don't know when it will be delivered.
After so many lies and unfulfilled promises I have cancelled my order with Wayfair.
They don't know what is going on with their warehouse and because of that they are selling "air" or in the other words they don't have stuff they are selling.
I have wasted a month and now need to rush through local stores to find the sofa as I have guests coming in a week.
Stay away from Wayfair! They lure customers with fair pricing but behind their website is nothing but the trouble.
Boris