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Wayfair

Wayfair

www.wayfair.com
What is your customer experience with Wayfair?

Wayfair Overview

The aggregated data is based on reviews and questionnaires provided by PissedConsumer.com users.

  • Wayfair has 3.0 star rating based on 5730 customer reviews. Consumers are mostly neutral.

  • 50% of users would likely recommend Wayfair to a friend or colleague.

  • Rating Distribution
  • Pros: Customer service, Dissatisfied, Price.
    Cons: Customer service, Poor customer service, Bad customer service.

View full overview ›

Media from reviews

Wayfair - Unwanted political ad
Wayfair - My order came in damagedWayfair - My order came in damaged - Image 2Wayfair - Damaged itemsWayfair - Damaged items - Image 2Wayfair - Damaged items - Image 3Wayfair - Damaged items - Image 4
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Top Wayfair Reviews

Positive Review

"Satisfied"

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Representative was very helpful and accommodating. I was very upset but by the end of the call I had completely calmed down

Critical Review

"Coupon expired"

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Exp 12 days ago. You just lost a $500 order I called and said no if it is expired. So I guess you lost a good future customer

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Featured
Daniel H Dpt

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Verified Reviewer

Unwanted political ad

Wayfair - Unwanted political ad
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There was an ad on my Facebook feed about an item with an Israeli flag on it. This is weird and sick.

You should put a flag of Afghanistan or North Korea while you're at it, because those countries have a better track record than Israel. You people are psychos.

And I hear you sell your merch to those te*****sts. Whoever owns you should lose their job.

View full review
Loss:
$100
Pros:
  • Hostile political ads
Cons:
  • Hostile political ads

Preferred solution: Apology

User's recommendation: Don't buy from te******st sympathesizers

Allister Gpr
map-marker Pineville, North Carolina

Coupon expired

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Exp 12 days ago. You just lost a $500 order I called and said no if it is expired. So I guess you lost a good future customer

View full review
Resolved
Brooke Hgi

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
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This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Oviedo, Florida

Resolved: Wayfair and Angi List cheated me

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Wayfair and Angi List cheated me
Contains 1 confidential file for company representatives
Updated by user Jul 31, 2024

Company fixed the issue and I have been provided with apology.

Original review Jul 24, 2024
Wayfair hired Angi List to assemble an expensive garage wall unit. The pro showed up on a Sunday afternoon, worked only two hours and left, Two more hours were needed to finish the assembly.

Angi sent an email a few days later asking me if I still wanted to have them finish the job. I responded yes, but no one ever showed up. The unassembled parts are laying on the garage floor. I requested a resolution from Angi and Wayfair.

Angi never responded and Wayfair said to box up the unit and reurn it at my expense for a refund. The unit weighs 1000 pounds and shipping cost is about $166.

I am 85 years old and cannot possibly do this myself. I notified the fraud detection department of my credit card company and requested a refund.
View full review

User's recommendation: Stay away from Wayfair and Angi List!!!! They are cheats and scammers!

1 comment
Guest

That’s absolutely horrible! How can they get away with this???

I have used this company before and I’ve filed for legal action against another company and they resolved it very quickly. I will not forget them in the future. I’m willing to bet they will give you quick results too.

They should come pick it all up themselves and pay for it to be returned and completely refund you the entire amount due you. Best of luck.

Jeff L Krn

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
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This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Boston, Massachusetts

Service Terrible on Terrible Products

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Wayfair - Service Terrible on Terrible Products
Contains 1 confidential file for company representatives

I ordered a couch on November 22, 2024, which was delivered on November 29, 2024, with a broken wheel. I immediately took photos before completely taking it out of the box and requested Wayfair to either replace the wheel or accept a return.

On December 9, 2024, they adjusted my order to a whole couch replacement to be delivered on December 16. However, on December 14, they informed me that the delivery was delayed to December 17. Subsequently, on December 18, they said it was delayed until February 3.

On December 3, they cancelled the order. I contacted their support stating that I wanted the wheel fixed or to return the couch, and they informed me it was past the return time and could not be done.

View full review
Loss:
$353
Pros:
  • Cheap prices
Cons:
  • Poor products and service
  • Support

Preferred solution: Full refund

User's recommendation: I would not order unless it is something you can deal without even at the low cost

Bs S Tdm

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Damaged items

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Ordered a bed frame that came damaged with welding burns marks and lots of scratches bed looks used or items where sent back and resold. Packing had food particles inside boxing.

View full review
Loss:
$771

Preferred solution: Full refund

User's recommendation: Read all reviews before buying.

Brooklin Ffq

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Myrtle Beach, South Carolina

My order came in damaged

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Wayfair - My order came in damaged
Wayfair - My order came in damaged - Image 2

I item came in broken. I opened the box and saw one of the 3 idols are broken.

Item number 31389

Cer gold men sclptrs

View full review

User's recommendation: Upset

Chrisa W Tyf

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Verified Reviewer

Wayfair Sold Bathtub with Animal Fetus Attached.

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Wayfair Sold Bathtub with Animal Fetus Attached.
Updated by user Jan 26, 2025

This is now a legal issue.

Original review Jan 25, 2025
Wayfair, Inc. violated NY state and federal laws when it knowingly sold a product with a dead fetus attached.

On the box was a sticker stating that the product was inspected by a Wayfair team leader, prior to shipping to the customer. Therefore, they knowingly sold a product that could have caused harm and disease. I attempted several times to return the product for a full refund through the Wayfair online account, to no avail. I sent several emails with no response, and had to make numerous phone calls.

I was offered a replacement, but I declined. On Wayfair.com, there are boastful product descriptions. However, the craftsmanship is poor and the customer service is incompetent and uncouth. I was told by the team lead that I would receive a full refund processed in 1 to 3 business days.

However, I had not heard from Wayfair or received an email confirmation. Therefore, I had the task of calling them. Wayfair representatives were deceitful, suggesting an offer of $141 of the $707 to keep the bathtub. Keep in mind, I was within the 30-day return window and reported to the agent numerous attempts to return the item for a full refund.

However, Wayfair's resolution was that I keep the bathtub, dishonoring the agreement resolved on January 16, with the Senior Service Team, for a full refund. This is an unscrupulous and deplorable business practice, especially considering the circumstances.
View full review
Loss:
$1200
Cons:
  • Deceitful customer service
  • Duplicity
  • Price gouging

Preferred solution: Full refund

User's recommendation: Purchase directly from manufacture. DO NOT BUY FROM WAYFAIR

Leslie H Obq

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Verified Reviewer

Very disappointed customer!

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Wayfair - Very disappointed customer!
Wayfair - Very disappointed customer! - Image 2
Wayfair - Very disappointed customer! - Image 3

Order 3 different large orders of wood flooring. We are slowly putting it in 4 bedrooms between work and duties of a 200 acre ranch.

In the middle of the pallet we found a box of Brazilian cherry, we ordered Kempas, I called customer service and the first rep said its no longer under warranty to which we said it wasnt a warranty issue??? I asked another rep to send us a shipping label we would send the cherry back and to please send us a box of kempas. She said she would send me 2 emails, escalate this, and I would get an answer. I have not received anything.

I have pictures of my concerns, chat with customer service, and all my advertisement emails from Wayfair on the date I was to get resolution emails, I have nothing regarding this issue.

I want a Risk Manager to call me before I take to social media to expose how ignorant it is that I cannot get something so simple resolved. Also need to know where to send the box of Brazilian Cherry that we didnt order.

View full review
Loss:
$120
Pros:
  • Pricing
Cons:
  • Customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Don't order from Wayfair, they also dropped the pallet of flooring in the middle of the road and left it.

John O Veh

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Saint Petersburg, Florida

Issues which should never be a problem.-Late fee & no directions.

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1st I may or may not have lost the directions, but it shouldn't take 2-3 business days to get a PDF file with product directions. That's a crazy easy fix.

Secondly, when I tried to pay them, I wasted hours of my time trying to log in and pay. The error said I was locked out. Try later. Mmmm do you really not want payment for your products?

Now they charged me a late fee for not paying on time. Well, NP Wayfair, my trainer told me he was looking at a whole living room set, and I told him what happened... Lost sale, and I will never use them.

All because you never double-checked to make sure or had an easy way/human to call and take payment. Crazy.

View full review

User's recommendation: do not use and absolutly dont take their credit discount. Cost more to use their credit then if you paid right away.

2 comments
Guest

It sounds like you are not organized. You also need to start paying your account earlier.

Guest
reply icon Replying to comment of Guest-2700050

LOL. You should be a stand up. I think you have some talent.

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Resolved
Linda C Emi

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Verified Reviewer
| map-marker Monticello, New York

Resolved: Did not receive my package

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Updated by user Apr 30, 2025

Company fixed the issue and I have been provided with apology. PayPal eventually realized the insanity of Wayfair expecting anyone, but especially a 74 year old woman, to go a retrieve a package that was left 9 miles from my (purchaser) address. The supervisor at PayPal gave me a credit for the non-received purchase.I'm still shocked at Wayfair's awful customer service and, if the moment were right politically, I would think about filing a discrimination action (ageism) against the company.

Original review Apr 15, 2025

Wayfair sent my package to the wrong address and I did not receive package though Wayfair insists that I pay for items I never received. After lies about not worrying about it from your reps once it was delivered a very rude rep told me to go and get the package.

I do not live close to where they delivered the package. This is truly the worst customer service I've ever had to deal with and I say this during a time of very poor customer care.

Just refund the price I paid for packages sent to the "wrong" address by Wayfair.

View full review

User's recommendation: Stay away from this dishonest company

Reshma Ixb

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Tacoma, Washington

Outdoor couch ordered you can’t put together Alignment not right

Wayfair - Outdoor couch ordered you can’t put together Alignment not right
Wayfair - Outdoor couch ordered you can’t put together Alignment not right - Image 2
Wayfair - Outdoor couch ordered you can’t put together Alignment not right - Image 3
Wayfair - Outdoor couch ordered you can’t put together Alignment not right - Image 4
Contains 2 confidential files for company representatives

Order number 770432****92

We cannot put it together Not lined up properly Its made up metal and cannot line up to fit together Very frustrated as I sent pictures of the problem please send us one that fits properly

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Suzanne H Qzh

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Verified Reviewer

Received damaged item

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Wayfair - Received damaged item
Wayfair - Received damaged item - Image 2
Wayfair - Received damaged item - Image 3
Updated by user Feb 17, 2025

It was extremely difficult to use the chat system and failed to resolve the issue, but once I reached the representative by phone the problem with the crushed vase was quickly resolved. I don't actually recall all the identifying info she asked for though.

Original review Feb 16, 2025

I have tried to follow your instructions about receiving damaged goods, but it won't go through. It's a circular dead end.

View full review
Loss:
$61

Preferred solution: Full refund

User's recommendation: Don't order breakable items.

Anonymous
map-marker Hendersonville, North Carolina

Package on truck fir delivery to wrong address

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After getting a customer service number to talk with a human everything began to get resolved. Wayfair did way more than I had expected in that they sent me a replacement item at no additional cost to me.

They did not want me to return the item in transit when I received it. In fact the original item arrived, we assembled it and found that the last part to assemble was broken -- it was a small wheel which allowed the bottom portion of the sofa to slide out thus creating the bed. I called the same customer service number on Monday and they told me I was not expected to return the original item and that I could take the part needed to fix the issue from the replacement sofa and do whatever I wished with the unassembled replacement sofa. I subsequently talked with a friend whose church raises funds for its missions work by selling furniture at affordable prices for those in the community.

She is aware of the wheel issue and is confident someone in the church can take care of that so that someone in need gets something new, good, and all because pissed consumer gave me a phone number where two humans could work out a problem that was beyond the scope of Ai!

As you can see, I DO NOT like Ai if it is the only way to do business. So, Wayfair is high on my list knowing that the humans there had enough intelligence to retain real people to help with real peoples' problems.

View full review

User's recommendation: Wayfair is a trust worthy company who works with the consumer to resolve issues in a satisfactory manner

Resolved
Brenda C Jlq

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Verified Reviewer

Resolved: Return order

Updated by user May 17, 2025

Company fixed the issue and I have been provided with apology.

Original review May 02, 2025
I placed an order on March 15th. When I received it, it was completely the wrong item.

I ordered stools and received a garden fence. That's a ridiculous mistake. So I sent it back, and after calling five times, I finally got someone to figure this out and send me a replacement. Well, after six weeks—almost two months—I didn't receive anything, and when I called, I was informed they had a back order!

Ridiculous again. So I requested a cancellation, and after four days, I haven't received any email or information. I want my money back ASAP, not waiting any longer.

I shouldn't use Wayfair anymore as I have had always, or most of the time, bad experiences. Not happy about this.
View full review
Cons:
  • Wrong product damage product
  • Missing parts
  • Often issues

Preferred solution: Full refund

User's recommendation: Not shop with wayfair

Hamilton Mua

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Richmond, California

Satisfied

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Representative was very helpful and accommodating. I was very upset but by the end of the call I had completely calmed down

View full review
Mysha Fiw

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Verified Reviewer

Faulty goods

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Wayfair - Faulty goods
Wayfair - Faulty goods - Image 2

I have paid a carpenter £50 to put up a flat pack wardrobe that was faulty. I expected that you would refund my £50 to me as this is not my fault at all. You are responsible as you sold the product

View full review
Loss:
$50

Preferred solution: Full refund

User's recommendation: Do not buy the product

Joan C Frv

This review is written by an individual who has purchased the reviewed product/service and/or confirms being a paying customer of this company. Check our FAQ

Verified Buyer
|

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer
| map-marker Aiken, South Carolina

Customer service and product quality are poor. I have used Wayfair a lot while building two homes. I have had many complaints and have finally given up on this comany.

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Customer service and product quality are poor. I have used Wayfair a lot while building...
Contains 1 confidential file for company representatives

In this latest instance, I ordered a pantry on 11/29/24. It arrived on 12/6 missing all the hardware to put it together.

In addition, I ordered a separate cabinet that never arrived.

When I called Wayfair, they insisted that the hardware was in the other package (that never arrived).

They refused to ship replacement hardware or resend the cabinet that never arrived.

They have kept telling me to be patient and that I needed to wait three days beyond the expected receive date. That would have been December 9. When I pointed out that it was well past that date, they told me I'd have to wait until December 15.

I have guests coming to visit and needed this storage. Instead, I have a pile of useless wood and a cabinet that never arrived.

View full review

User's recommendation: Avoid Wayfair. Their customer service is poor. Their products are not reliable. Delivery is also unreliable.

1 comment
Chrisa W Tyf

Wayfair only interest is greed. They sent me a product with a dead fetus attached, although having the profound audacity to place a sticker on the box, stating this item has been inspected by Wayfair. I received nothing more than incompetent customer service and flat out lies.

About

Related Companies

Wayfair Canada, Wayfair UK, Allmodern, Birch Lane, Joss And Main

Summary

Wayfair is an American e-trade company with global operations, including in the UK, Ireland and Germany. It is headquartered in Boston, MA, and maintains its warehouse in Ogden, Utah. The company began in 2002 as CSN stores by selling furniture, having extensively expanded its inventory to other household items decor, bed and bath, kitchen and dining, home improvement toys, pet accessories, etc. Wayfair took its operations over from CSN stores in 2011 and continues selling the whole range of items previously listed in the CSN catalogues. Currently, the online resource of the company features products of more than 5,000 brand names. In addition to products in kind, the company also maintains wish lists, baby registry, wedding registry and gift certificate options.

Wayfair reviews and complaints

Wayfair is ranked 138 out of 3719 in Furniture and Decor category

Area Served

USA, Canada

Payment Methods

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Wayfair FAQs

Rebecca A. Garland
PissedConsumer Reporter

Wayfair FAQs

Wayfair is owned by Steve Conine and Niraj Shah.

Should you need to reach out to the Wayfair corporate office, you’ll find it at 4 Copley Place, 7th Floor, Boston, Massachusetts 02116, United States. The central location of this Wayfair address plays a crucial role in their steadfast operations seven days a week. In its pursuit to provide the best possible customer service, Wayfair has expanded its horizons to other locations, too. These include an office at 550 S. Depot Drive in Ogden, Utah, 84404, and another at 1313 Research Way, Orem, Utah, 84097. Additionally, if you are in Texas, you can find a Wayfair location at 3101 University Drive East, Bryan, Texas 77802.

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