Wayfair

My order arrived exactly as predicted, the riser recliner works. It's in good condition. No problem.

Ordered multiple items and very satisfied. Will continue to get what i need from there. Delivery is great.

I just canceled a 500.00 order. My biggest pet peav is bad customer service and going tit for tat and not honoring they're Words

On march 18th ordered a bed frame from wayfair which said it would be delivered in a few days. It is now the 5th of april and have only received part of the bed. Not to mention they were continually attempting to charge my card for the item. They said to make sure the funds were still available. Had to pending charges for the same item. Then both of them posted! I spoke to a different person for the next 4 days and they explained my card was not charged for the item twice but that the pending would come off. I spoke to my bank numerous times who explained the funds would go back on when wayfair refunded the money for the extra charge. Spoke to someone from there case management team who explained it was the fault of the bank and kept pushing the date out for when the charge would drop off. They tried saying they voided one of the charges. Then it was turned over to the finance department by a regular representative. She sent the information over to the finance department and soon I received an email back from her stating the finance department found the problem and refunded one if the charges. The next day I had my funds back into my account. Then the rep from the case management team sent me an email stating the funds were back on my card like she had told me to just wait. She explained basically it was the fault of my bank and that they had voided it. I responded back explaining I received an email from the finance department stating it was wayfairs fault and I was double charged. I went in to explain they had to REFUND the charge and it was back in my card the next day. Of course I didn't get a response back. I am still waiting for the rest of my bed which is still sitting in Georgia and I live in missouri.

So, I am remodeling my home now and had been ordering many items from Wayfair due to their varieties on their platform. To start off with, some of the items are nice but some are just trash. However; what really disappoint me was that they would manipulate me in order to avoid the refund back to me. I ordered this Orren Ellis T.V stand (which by the way I had already spend thousands of dollars prior to these purchase) from them but because I quickly realized I ordered extra, I called Wayfair to cancel the order. They told me to contact Orren Ellis myself to cancel the order since they can't cancel on their end. I contacted Orren Ellis and I was able to stop the shipping since the item was still sitting in their warehouse. Orren Ellis told me they won't be able to cancel the order on their end and that I would have to call Wayfair back to cancel the order. When I called back Wayfair, I was very unlucky to deal with a very argumentative representative. She kept telling me that there was no way to cancel the item since the item was already shipped even though I told her that the seller had not shipped the item and even on my order status on their website is still under processing. She further told me to go ahead and start a return first online so when the item arrived, I could ship it back to them. There was nothing to return since the item won't be shipped to me. I filed a dispute with my credit card and it is a little over 1 month now that my bank told me that my dispute was rejected because Wayfair argued that there was a return created and the item has not been shipped back to them. I am very frustrated now as I feel the whole thing was a set up by Wayfair in order to avoid the refund back to me.
You have officially lost me as your favorite customer Wayfair. You guys are the worst e-commerce company ever!

Very professional service. Fahd was friendly and approachable and got on with the job at hand with no pribkem. Thank you

We discovered Wayfair before they had commercials, 10+ years ago. My most recent experiences have taken it from amazing, to truly bad.

You will almost certainly receie items without clear instructions, and often, screws are missing. The prices are also inflated now, and where they once had the best prices, it's important to search elsewhere before you buy. Who wants to spend more than others on the same products?

Understand, I write this review having shopped with them for 10+ years, and we have spent thousands on a wide multitude of products. They will no longer get our business, and I say this to save others: BUYER BEWARE.

Last, but certainly not least, we ordered a bed and assembly and a frame. This was for a new home--so it meant the difference between sleeping on an airbed, or a real one.
It never came.
Other items came late.
I spent hours on the phone with multiple reps, and was finally told to cancle and reorder everything. My compensation was to be a full refund (again--the bed never even left the warehouse), a 10% discount on my next orders and refunds for other items that no longer worked for us.

I spoke to many, but the agent, Toni, who offered to help and made apologies, fell flat on her word. I have followed up with calls and emails, because, surprise, surprise, after checking on her promises a month later, not only was I refunded far less than the purchase prices, the discount and the $100 credit didn't go through.

AVOID THEM.

They are simply not the business they used to be--the one that made them big in the first place. Sad to say, but they went the route that less reputable businesses greedy for profit go--you get far less, pay more and the service is deceitful.

I regret a recent order from them, but it's my last. Other, more reputable and trustworthy businesses will profit from my spending.

SO NOT HAPPY WITH WAYFAIR!

I ordered a bathroom vanity and was promised delivery on a specific date and time... confirmed by emails & text messages. When i called the day it was to be delivered I was told thay they LOST it?!?! Not even a courtesy call! Here's just a portion on my communication with their case worker:

"Hello Sesha. It is very unfortunate that our order was not delivered today as promised especially since delivery was confirmed by phone yesterday and I received a confirmation email this morning as well. Based on that information the contractor was at my house today to complete the installation. Since i was informed that the item is lost I had to tell the contractor to leave. We will have to pay him an additional amount to come back to install.
We will also incur additional costs based on the delay. An appointment for our house appraisal was scheduled for this Friday in order to meet our refinancing deadline of April 17th. The appraisal cannot be done until the plumbing for the sink/vanity is completed. We had to cancel Friday's appointment. We were also informed that we will incur a quarter point to extend the deadline.

Based on the above information the delay will cost us an additional amount approximating as much as the vanity cost - if not more. We could have bought a higher end item locally for what it will cost us in the end. We are very disappointed with Wayfair.

Also, where is the vanity that was confirmed on the truck to be delivered today? According to online tracking, it is still scheduled for delivery.

Please advise what your company will be doing to rectify this problem."

UPDATE: Wayfair still has no idea where my original order is & offered only 25% off the price of the vanity - which will not cover additional incurred costs. They also have not yet guaranteed a delivery date for the delivery of the reorder!

DO NOT ORDER FROM THEM!
I order closet barn doors, advised a delivery 7/6/21. On 7/6/21 there was not delivery, when I spoke to customer service I was advised "FedEx is currently experiencing delays of up to 6 days after the delivery date due to the volume of packages in their possession and I should hear something by 7/9/2021." Being proactive on 7/8/2021 I checked for deliver and was again told by customer service " I do see your Paneled Wood Unfinished Barn Door without Installation Hardware Kit shipped out on June 30th under FedEx tracking, (numbers given for tracking) We are still waiting for the first scan which can take several days. FedEx is currently experiencing delays of up to 6 days after the delivery date due to the volume of packages in their possession. I can assure you they are working to get this to you as fast as possible. You should receive your item no later than 9pm July 11th, 2021. If you have not received it by then or see a change on the tracking you can request a free replacement through your My Account! We know it is disappointing when your item does not arrive when expected. We truly appreciate your patience".
Today 7/9/2021, I received an email stating " The manufacturer of the Paneled Wood Unfinished Barn Doors you recently ordered has notified us that this item is out of stock until September. Would you be willing to wait for the doors to restock or would you prefer we cancel the order for you.
I requested a Full refund and I will make sure to call my credit card company...
I will NEVER try and order from them again. POOR SERVICE!

DO NOT GET A CREDIT CARD FROM THIS COMPANY! YOU WILL INSTANTLY REGRET IT! The 3rd party bank that this company deals with is not only incompetent but also rude and will have to calling back and forth until the point that your account is almost in collections just for a simple account number. You can verify all your information but they will never give you your account info over the phone. They say they have mailed multiple statements plus my initial letter which was never received. I don't understand what bank asks and receives correct information (address, bday, etc) and can tell me how much I owe and ask for a payment but you don't have any information on hand to give to me. Very suspicious 3rd party bank and they also overprice items higher than overstock. I did Wayfair for the credit card but next time to avoid the hassle and headache this has become I'll just pay for my things up front. I've never had any company ask for all my information but you can't give me a simple account number so I can go online and look at my credit agreement, interest rate, etc...

I ordered a dining set that was to be delivered on August 7th between the hours of 10am-2pm, at 4:45pm I contacted Wayfair and was told that the driver had his phone off and she could not make contact with him. I called back at 5:15 pm and spoke to Tasha, I informed her I wanted to cancel the order and she told me a supervisor would call in 3 days. I received a email today August 8th saying the table would be delivered August 10th, I immediately called Wayfair and spoke with a customer service rep and informed her that I needed the order cancelled as I told Tasha yesterday I would be out of town for over a month. I also told the customer service rep that this is the second time within 2 weeks that I've had a problem with their delivery. The last order I purchased the order came without the hardware Wayfair had to refund me because they could not find the hardware to put the table together. Now understand for this second order the driver never showed up and now I'm out of town Wayfair is charging me $140 dollars to return the order, the order that I never received and is sitting in their warehouse. The rep said, I really want you to let us deliver the order so I don't have to charge you the $140 dollars for return. I said, I really wanted my order to be delivered as promised. I'm done with Wayfair and I should not be charged the driver didn't show up and did not communicate. I got no compensation for this and I'm being charged. I will try taking this to small claims to get my $140 back. I was not at Fault.

I ordered a dining table and six chairs. I paid for full delivery service which included full assembly. The set was delivered and taken to the kitchen for assembly. I stayed in a nearby room. I heard the delivery guys working, and after about one hour, heard them cleaning up. I thought they were just sitting the boxes outside so I walked into the kitchen, expecting the job was complete. The table and two chairs were put together. I looked outside. The delivery guys were getting in their truck. I thought maybe they went to lunch, or just went out for a break. They never came back. After two hours, I called Wayfair customer service. I was told they allow about an 1.5 hours for the job. I told her they were here about one hour. She stated she could send someone to finish the job, in two days. I disagreed with waiting an additional two days. I stated I didn't see anything about it taking multiple days to complete assembly and I didn't want to wait. She then offered me a partial refund on the assembly so I could hire a "handyman" to complete the assembly. I asked to speak with a manager, told no manager was available. Asked to speak with another rep., could not transfer the call. She stated she gave me options but I wasn't agreeable to them. I stated I had paid them to do the job. Several other words were exchanged. She ends the call by telling me she scheduled me again for Thursday, you have a nice day, and hung up. So, unless you have a "handyman" on speed dial, RUN, AND DON'T LOOK BACK. I will never purchase another item from Wayfair. But if you like rude customer service reps., paying for a service you didn't get, and spending multiple days waiting, order something. I'm sure they will be happy to take advantage of you too.

Edit: I felt the need to warn people about having large pieces of furniture delivered. If you do, be aware that they will not take items up stairs. It is not like other furniture delivery. They simply get them to the site. The way I understood the fine print was that they would get it to my door, but they did not. I wasn't too happy, but a neighbor helped me when he saw me dragging a 250 lbs couch up my stairs.

That said, the couch is great. Just make sure you have help and a place to throw away the biggest friggin box you'll ever see.

I thought I should put up a review because there seems to be a bit of selection bias in which only angry customers are reviewing. I have never had an issue with Wayfair. They are the only company I will consider purchasing furniture from without seeing the product in person. The customer service is probably the best I've experienced from any online company, but maybe they are having growing pains because I haven't called in a while.

A few examples:

1. I purchased a record player/storage stand from them. Beautiful piece, but I had trouble getting the door angled right because I was doing it wrong (I didn't see to adjust the hinges). They didn't even care that it was my own stupidity that caused me to ruin my product. They sent out a new set of hardware and a new door for me and did not require I send back anything. I was very happy as this was about a $300 record player stand.

2. I purchased some mid-priced lamps from them and overtightened a few pieces so that the threading came out of the wood. Again, they just sent me some replacement parts. Again, didn't need to return anything.

3. I purchased a high table with chairs and the plastic pieces at the bottom of one of the chairs had come out, so that the chair was horribly wobbly. They simply sent out some pieces to replace the plastic bottoms. Again, didn't need to return anything.

I've purchased quite a few items from Wayfair and because of the way they can just send out replacement parts, I've stuck with them for online furniture purchases. It's probably been 18 months since I had to call them, so maybe they're slipping. I hope that is not the case.

We have ordered two different bookcases from Wayfair. Both items were listed in stock. Both items were delayed, yet we were only notified of the delays each time the very day the bookcase was to arrive at our doorstep. Very little information was given on their website. Phone calls to customer service also gave similarly vague details. It was only after we escalated an issue to a supervisor that we found out that the first bookcase had supplier issues and wasn't even being made. Why were we not notified of this?

After we cancelled this order, we were given a 10% coupon that didn't arrive. I had to call customer service again to make sure they sent it out (apparently it was checked to be sent out, but the supervisor never actually hit the "send" button). When we ordered the second bookcase, again listed in stock, we noticed that our first bookcase we wanted was somehow conveniently listed as out-of-stock on their website--only after we had our issues of multiple delays.

The day our second bookcase was to arrive, we get an email that the item was delayed. Again, vague details, and I had to call customer service who confirmed that this was indeed another supply chain issue. The artificial delay of needing to wait for 6 more weeks was actually placed by Wayfair, not the supplier. In fact, if I didn't call, the likelihood that in 6 weeks time I would get another email from Wayfair saying the item was delayed was quite high. The worst part of this is the supplier for the second bookcase is actually the same supplier as the first bookcase we purchased, which begs the question why didn't Wayfair flag all products from this supplier as backordered or out-of-stock when this issue with this supplier was escalated to their investigative departments? From a customer's end, I shouldn't have been able to purchase that second bookcase and then wait 2 weeks for the same poor result.

Don't buy from Wayfair. Unreliable and poor customer resolutions.

On December 19,2023 I ordered two nightstands which were on sale for $304 each. I was contemplating getting the matching dresser so was on the website and noticed that the price on the nightstands had reduced to $284 apiece. I noticed this on December 23 only four days after I had ordered the nightstands. I got in touch with the company and asked if they would honor the new price. They said no even though it had only been four days since I had ordered. I then decided that I would cancel my order and just re-order at the lower price. So I asked the assistant if they would please cancel my order. They said they could not, but what I could do is return the items, but I would have to pay shipping. Clearly the return shipping on these items would be more than the combined $40 that I would be saving on the new sales price. The customer service person was polite and professional and I understand they have to follow their policies and are not in a position of making those decisions themselves. It just feels like poor customer service when in no more than four days the price goes down by $20 an item and the company will not honor that new sales price. I gave this company one star regarding service because they wouldn't honor their own sales price. I did not give them one star on service because the customer service rep had done anything wrong.
Update: The original customer service representative was able to get me in touch with a manager. While the manager still stated they could not give me the new sales price they were able to get me a 10% discount which more than took care of the 10%. I wish I didn't have to go through all this to get the better price but in the end, they were able to reduce the price for me. They did all this very quickly and without issue. I can now say I would recommend Wayfair. My new suggestion would be that people are kind to the customer service representatives and if you are, they seem to go out of their way to help you.

We ordered a chair and ottoman SET. I emailed Wayfair to ensure it was indeed a set. Not only did they respond to confirm it, but they posted my question on their site under the item.

And of course, a week later we received a chair and no ottoman.

After a lot of mess that I won't go into, we were told the only way to resolve this was to send another SET, then they would send us a shipping label and we would have to repackage the original chair and arrange to have it picked up by Fedex. What? Okay, whatever...

Yeah, we received a second chair and NO OTTOMAN! A few days later. I nearly exploded. We called and told them to come pick up BOTH chairs, we no longer wanted them. They were supposed to send a label to have them picked up by fedex. That was three and a half weeks ago. The CSR told us if we hadn't heard from them in two weeks then the chairs were ours to keep.

That sounds great but remember we have two chairs and no ottoman. Also, I was not in love with the chair once it arrived. And we don't have a huge living room, so we don't have space for the second chair. It's currently sitting, still wrapped up, on horses in our garage. I'm not sure what we'll do with it. And they're the only place that seems to sell the matching ottoman (which isn't going to be available until early 2018 anyway, after all of this mess.) and I really don't want to give them anymore business.

UPDATE: We kept both chairs (ended up being free because they have made no attempt to claim them.) and ordered the matching ottoman. It arrived within a reasonable time frame... with three functioning legs and one that wouldn't screw in! OMG could this place BE any worse? ;) In order to avoid any further contact with this company my husband purchased the piece we needed to repair the leg and just fixed it himself.

So no, I would not recommend doing business with them. They are also the same company as Joss & Main, Birch Lane, and some others. Why they have various names, I don't know.

My husband and I ordered a Murphy bed (over $1500) in mid-December, 2021. We went out of town for Christmas and received a text that the bed would be delivered before we returned. We made arrangements for someone to hold it for us. Then, after that delivery date, we received notice that it had been delayed and we'd receive it mid-January. After two more notices, I called to cancel the delivery. The rep told me it had already been shipped and it was "on a ship, waiting in the harbor" and it couldn't be cancelled, but I could arrange a return after I received it. (and I paid the postage on a 180lb shipment). The next day I received notice that it had shipped (which means she lied the previous day). We received notice in Feb that it would be delivered on a given date/time range. It wasn't delivered and no one contacted us. Wayfair told me to contact the shipping company, but no one ever answered the number they gave me. It was rescheduled and finally delivered. We discovered we'd only received 3 of the four boxes. They told me to contact the shipping company, who I contacted on-line since they don't answer their phone. They said they'd research and contact me. Which they did not. When I tried to contact them again via on-line chat THEY SHUT DOWN THEIR ON-LINE CHAT. I called Wayfair back and they reordered the box that was missing. I should receive it in about three weeks. So sometime in March. We like to have people visit, but, alas, there is nowhere for them to sleep. And I have this mess in my spare bedroom. This is just awful. Really. I don't have any faith that we'll receive all the missing parts. The biggest parts AND all the hardware are missing. This is really bad customer service. Like, the worst. I'd obviously prefer, at this point, to just go buy a bed somewhere else. What a joke this place is.