We truly appreciate the time you spent to share your feedback! We’re so happy to hear we were able to provide the support you needed to find the right product for your home. Thanks so much for choosing to shop with Wayfair!Sincerely,
Original review: July 1, 2016
I was very pleased with the support I got from the customer support in trying to find the product I needed it. He was patient, dedicated and trying to find as many items was fitting in my request. I do love to have this attention because when you have to buy many things for your house, time is valuable in trying to find the best product with the best price. Also they have a fast delivery, and a good technology for search in their website. The system is friendly and easy to use. The entire process is good from the beginning to the end, until you receive the product at home. I do appreciate Wayfair's dedication and time spent. 5 stars customer service.
Very pleased with the customer service. Would rate Wayfair CS a notch above any other online merchant I've done business with. I had two issues, fairly minor, that were promptly and satisfactorily addressed, followed up by a phone call, 5*.
I've had a wonderful experience with Wayfair. Because I'm an interior decorator, I could get 20% off everything I order. But I have chosen not to do it that way. I've ordered several things from them and quality of their products is wonderful. I did get a chair that I had to return because it was defective. The cushion kept falling out of the chair when I'd sit in it. But they refunded all my money and didn't charge me to restock it. They took care of it immediately.
As for the ordering process, I do it over the phone and online. It was easy. They need to change something though in their website to make it easier for people. They have so many chairs listed in their website that when I scroll over, I had 7,000 chairs to go through. Because I have a bad back, I can’t sit there for three hours and look at 7,000 chairs to find the chair I was looking for. I was looking for the chair that Joanna Gaines had on her commercial for Wayfair. I never did find it because the next day when I got online, I couldn't pick up where I left off.
I looked at furniture stores in the town I live in and I couldn’t find anything that was all leather, the color I wanted, and anywhere near the price of the couches I ordered at Wayfair. I applied the purchase to the credit card so I got discount and then I also have gotten the discount on other things that I've bought for doing reviews on them. The online ordering process was really good. I had to wait a while but I wanted to anyway because I wasn't ready for them. The only problem I had was with the local delivery service since it's disappointing. I wasn't real pleased with them but they aren’t Wayfair.
Linkwood 54 Series Leather Ergonomic Recliner & Ottoman by Wade. Great recliners. Leather feels soft and expensive. The only problem was the delivery was to be 2 days but instead, FedEx shipped them from Jacksonville, FL to California instead of SC, making the delivery over a week long instead of the 2 days. We love the recliners! I bought 2 sets. Hubby loves them too. He is 6'2" and I'm 5'2" but we both fit perfectly in the recliners.
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April 29, 2017 - Ordered vanity with a delivery date of August 16, 2016. June 2 - Wayfair asked for info on my undermounted sink. Which I provided: toto LT569. June 6 - Wayfair asks for the template of the toto LT 579. June 7 - mail sink template to C3G, LP 3503 raider dr, Hurst Tx 76053 att: **, PO **. July 20 - email from Wayfair stating an unexpected delay and now I can expect the vanity 9/26/2916. Six more weeks. July 24 - Wayfair asks if I would like to reselect and that they offer similar vanities that may suit my need. Which I responded no way. July 26 - Wayfair emails me a 10% coupon with an expiration date so in case I needed another product that I will never get. August 9 - I asked for a small sample piece of the leather off the work shop floor so I could move ahead with my job and paint the walls and select fabrics for the window treatments.
August 12 - No response from Wayfair so I emailed again. Wayfair responded with a lame, "Sorry, we can't help but here's another 10% coupon with an expiration date so hurry and purchase something else from us. Oh and by the way if you have any other questions or concerns please feel free to contact us." August 30 - I emailed Wayfair asking for the rough dimension of the bottom of the vanity since I had planned on adding toe kicking lighting underneath. The electric is there and I wanted to place an order for the lighting pieces so it would be here when the vanity finally arrived.
Wayfair's response, "I'm sorry but the dimensions of the vanity are not readily available at this time. I will research a question and follow up." September 1 - Jennifer from the Wayfair company emails me that the vanity distance is 1 inch off the floor which it clearly is not in the picture. September 11 - I emailed Wayfair, "Where is my vanity?" September 12 - Amanda ** responded, "The smith ottoman is a storage ottoman. Click here to place your order." September 12 - after I emailed her stating I didn't order an ottoman she replied with, "Sorry for my previous email. I show your vanity is on backwater. If you have any other questions or concerns please feel free to call me." This is not an answer.
September 15 - when online check my order status repairing to ship. I'm tickled pink that I'm finally going to be getting my vanity BUT September 16, I received an email with a lame, "I'm sorry, your order will now be delayed again and you can now expect we will ship it out October 17. You will have it by October 28, 2016. September 16 - I call and spoke to someone that didn't have any answered and wasn't willing to look for an answer for me. I asked for a manager. I was told that they would research my issue and get back to me within 48 hours.
September 17 - I received an email for Cheryl ** and she states that she's a supervisor at Wayfair. She tells me that the site said it a 30 plus week order and that she needs the sink template that I sent back on June 6. Which I responded with all the paperwork every email and notification that I have received stating that I would have my vanity by the middle of August. Numerous emails back-and-forth between Cheryl I have provided nothing but empty promises from Wayfair.
Today October 17 (25 weeks later) is the third promised shipping date and I was told this morning that it would be another 4 plus weeks before I can get another bs excuse of when I won't be getting my vanity. As an interior designer I'm disappointment with Wayfair, Cole + company and their lack of professionalism. I renovated a bathroom around the promised delivery date of mid August and have now been without a sink since August.
Wayfair sent me two parts of a sectional sofa that did not match. Now they are ignoring my emails and phone calls. I will never buy another thing from them. I don't think I have ever received such a poor experience from any company.
Ordering and delivery was pretty standard, no problems there. After my order arrived I opened the box and put the paperwork that arrived to the side and began organizing the pieces. After I had sorted the pieces I reached for the paperwork that I received thinking it was the instructions, but it was the receipt. I checked the box again and looked through every piece I had assembled and still did not find the instructions. The instructions were not in the box. I connected bush furniture which according to the paperwork was the supplier, but I never received a response. So essentially I have a lot of pieces in my apartment that I am not able to put together because I didn't receive instructions and was not able to get a solution.
I was pretty disappointed with Wayfair and my order. There was something I had my eye on for a while and I finally decided to get it. I purchased it on September 20. My confirmation email told me that it would ship on the 21st and arrive on the 23rd. My bank account showed that the amount was taken out which meant everything went through well. Well, the 23rd came and went and I had not received my package. I gave it a few more days and once it got one and a half weeks past the day I ordered it, I checked on my order status.
I called Wayfair and was told that my order was on back order and was looking to be shipped out on October 15th and arrive October 19th, almost a full month after the original purchase date. I was pretty upset that I did not receive any notification that my order was back ordered and that the arrival date would be changed an entire month. It was also frustrating that the money was taken out of my account already even though I would not be receiving my order till a month later.
I still have not received an email confirming that it has shipped and have not seen my order so I cannot rate the quality of the product. My review is solely based off the customer service and what I have dealt with so far with Wayfair. This is my first purchase with them, and I was hoping it wouldn't be my last, but it just may be. I'm surprised that I was not given any discount or compensation for having to wait so long, never being notified, and still being charged well in advance of when my original email told me I would receive my order.
I recently placed an order for a few baby items with a Visa gift card I received from a friend. The order was for a crib mattress, a changing pad and a glider rocker for our nursery. I received the mattress and changing pad and after my card was charged and order confirmation was sent from Wayfair that my glider rocker was on the way, I shredded my spent Visa gift card.
My glider rocker never arrived on September 13, 2016, as stated on my shipment confirmation from Wayfair. On September 15, I contacted UPS to check on my delivery and they stated that they never received the chair from Wayfair. I then contacted Wayfair, who contacted their warehouse to check on the chair. The next day, I received an email stating the chair was out of stock and that a reorder had been placed and that I should receive the chair by October 27.
I then received a very nice followup email from customer service stating that they understood that I have a baby on the way and that if the reordered chair would be coming too late that they would be happy to help me pick out a replacement chair. Although it would be cutting it close to my delivery, I decided to wait on the reordered chair because I had spent a lot of time looking at the different options and reviews before I chose that chair. A few days later I got an email from Wayfair stating that my order was canceled because there was no longer a restock date and that they were going to refund the money to my Visa and it would take up to 3-5 business days.
This is where my problems began. I read the email as soon as it was sent and contacted them immediately to let them know that they could not refund that card as I no longer had the card or account information. I told them I would need a replacement chair or credit instead. The gentleman I spoke with said that shouldn't be a problem, but then checked and said the refund had already gone through. Wayfair said they would give me a one time credit for a new chair and I should see it in 3-5 business days on my account. Although, I was disappointed I wasn't going to receive the chair, I was pleased that they were making things right.
A week later when I did not receive a credit to use, I contacted Wayfair again and was told that because the finance department could not recover the funds (they tried recharging the Visa gift card with the info they had on file for the amount of $364 for the chair) because it was being held or blocked by the Visa company, that they would not give me a credit. I contacted Visa 3 different time with any info Wayfair could provide to me on my Visa information they had access to, but Visa had no way of being able to track the card or account. So that was it! Wayfair wiped their hands of me and the botched order and left me without a chair and out $364! I made multiple attempts to discuss with a customer service team lead other options for compensation and all I got back from them each time was, "Because we can't get our money back from the Visa, we can't do anything for you".
Wayfair took no responsibility for the following: Charging me for an item that was not available for sale. Sending me false confirmation that it had shipped with a date for me to receive it. Canceling an order and issuing a refund prior to notification to the customer. But, apparently it's my fault because I got rid of a spent gift card that I had no reason to keep in my possession.
Had Wayfair not charged me for an item they didn't have in stock, I wouldn't be out $364. Had Wayfair not already charged my card for the unavailable item and sent me shipment confirmation, I wouldn't have shredded the gift card. Had Wayfair notified me prior to the cancellation of my order and given me an option to choose another chair, as they did when it was reordered, I would have a chair for my nursery and would not be out $364. The final option customer service gave me today was selling me a chair at what cost would be to them. In my case, the chair I ordered, at cost to them would be $240. No thanks!! I will not give Wayfair any more of my money! They already cost me a gift of $364!
I cannot even state how disappointed and upset this has made me over the last several weeks. I am a very reasonable person and was very understanding and patient, even given all the problems with this order. There is not one part of this that is my fault, yet apparently the customer does not matter. Wayfair takes care of themselves, even when they are at fault. I am very close to delivery of my 4th child and the frustration, anger and hurt this has caused over the last several weeks near the end of my pregnancy is something I didn't need. I will spend my money on a rocker somewhere I can trust. This was not my first purchase with Wayfair and I had planned on making some more furniture purchase in the near future that I will be making somewhere else as well. Wayfair has lost a customer and good referral from me.
After I got my delivery, the stuff went on sale and I called to see what the procedure was with that whole thing. Wayfair told me there was nothing they could do. It wasn't like six months later - it was two days. They should honor the sale after people purchase stuff.
I have order two items from Wayfair.com. There have been issues that were non-related to the product they sold, but issues with packaging and breaking down of bed frame support 2 months after the warranty expired. Both times, there was a full refund without question. The customer service is 2nd to none and very friendly. The item that was past the warranty, I was given an in-store credit to use; I was further told to dispose of the unused items. This way, I didn't have to bother with returning, etc. I will order from them any chance I can.
When I had to find different room stuff, Wayfair has everything in one place which was easy for me. Also, I like their style. They have nice stuff and it's not the first time that I ordered with them. And, their delivery was smooth. I had a great experience.
I found what I was looking for at Wayfair and we did two purchases. We had gotten a table then we recently ordered some bedroom furniture and that hasn't been delivered yet. They said it was very popular and its delivery is being delayed right now. The online ordering process was fine although we had an issue the initial time because their system, oddly enough, wouldn't accept our credit cards. But the customer service is fine. We had no problem with it.
I chose Wayfair because of their pricing. I was able to get a 10% discount for my purchase. At that time, the website wouldn’t take the 10% coupon and I didn’t know if it was because I was doing it on my phone but the lady through the customer service was really nice. She handled everything.
Our original purchase date for our bed was August 16th, 2016. The original delivery date was around August 21st. Not a bad turn around time. We ordered the all inclusive delivery and assembly, and the first set they sent a cracked all the way through headboard with NO hardware for assembly. Lovely. So we refused that one and they sent another. It took from the 21st to the 7th of September to finally get here, and then the delivery contractors broke a drawer and splintered it all over my entry way floor and said they'd bring the drawer from the previous set so that we had a full working bed. Here it is, a month later with an unfunctioning bed and no one can be bothered to fix it. Won't ever order again if this is how they treat you.
Wayfair has almost every retailer on their website. A retailer might not list all of their products but because Wayfair has products from different retailers, I can have more choices. Also my wife got some discounts from their first time buyer promotion. The online ordering process is convenient but their customer service has rejected my orders two times because my billing address and my shipping address were not exactly the same. It took them a couple of days but they were able to work it out.
I was worried about ordering two large leather sofas online, site unseen...but they were perfect. The previous reviews were spot on - these leather sofas are gorgeous. I wasn't sure of the color of leather, so I requested swatches - which was a good idea as there are subtle but definite differences. The leather on the sofas is just like the swatch. Size and firmness - they sit higher than my previous set, but that's what I wanted as we're a tall family and they have firm but comfortable cushions. Very satisfied - I'll order through Wayfair again!
I purchased a $90 bathroom light fixture from Wayfair. Then spent months trying to find light bulbs that would fit the 4 outlets. They don't exist. I contacted Wayfair and they responded as if they would help me, but in the end, after several attempts to explain the situation, they simple told me the "manufacturer SAID use a 13 watt bulb". Really?? That was no response. There are a million different light bulbs out there - but NONE to fit this light fixture. Even 1000 BULBS.COM could not supply me with bulbs that would fit. So far I have gotten nothing but lame excuses and blah, blah, blah. A company should not be allowed to sell electrical products with no possible way to USE them due to defective engineering. Still waiting on a response to this situation.
I ordered a daybed online at Wayfair.com. I purchased a daybed 9 years ago I wanted a different one. The site showed all of a bed but when I took it out of the box there is no box springs. The site showed a mattress frame. When I called Wayfair they argued that it says it is an attachment. I am not happy, who does this kind of thing?
M wife liked the decorating stuff Wayfair had. Ordering was very simple, click and buy. Returns or product problems went perfectly too. The last one prior to this one was what made me buy a whole new outside stuff from them because they took care of me like it was no big deal. It was a fantastic experience.
I liked Wayfair's selection and price. They were on an end of season sale so I got my item at 10% discount. Wayfair is a great company with great customer service. I’m very satisfied with my experience.
I ordered a duvet cover, which was received within the allotted time. When ordering, you cannot be a "guest", but have to create an account. I specifically made sure to specify that I did not want any emails/promotions. (There is a box to check if you want these.) Within 24 hours, I received 4 emails. I sent an email asking to be taken off of the email list. That afternoon, my husband received a phone call on his cell phone asking several questions. I did not put his cell phone number on the order!
The next day, I received a phone call on my cell phone, and a call on my business phone saying I had been enrolled in your business program? How did they get our cell phone numbers? I then received another email from Lee ** saying I was enrolled in the business program. I feel harassed and will not order from your company again. Pushing your product/services is a turn off. I, personally, never use anyone who solicits anything. I did call asking not to be contacted and was still contacted again. Shame on you for bothering customers!
I bought a love seat recliner under the Wildon brand. When they delivered the following was not what their website showed: Color - it is grayish and not chocolate as per the website. Brand - it was a Coaster Furniture item which sells at Walmart for over $300 less. Assembly required while their website said no assembly required. Reclining was not "motion" as it said on their site.
I did some research and the Wildon brand they show on their site does not exist. It is merely a white label name they use to, disguise the real manufacturer so, that they can justify charging double what it sells for elsewhere. I also went on the coastercompany.com website and guess what? They have the item on their site with a pretty large disclaimer in red about the color not matching the photo. Why did Wayfair not do the same? How can ConsumerAffairs protect consumers from being ripped off and mislead? Aren't there laws that forbid companies from false advertising? This is not right.
I tried out a couple of retailers but I found what I was looking for on Wayfair website and I had 3% off. I ordered online and then I had to call and speak with a customer service representative to make sure that I was ordering accurately. However, my items haven’t been delivered yet. Nevertheless, it was a good experience.
We were against buying something online, but we really liked the bedroom set that Wayfair had so we decided to buy it. It was pretty expensive. I got an email yesterday from their rep saying that my bedroom set has been lost in transit. I’ve been waiting for it for about a month and it’s supposed to get here tomorrow. They said they could order a replacement, but I won’t get it until before the end of October. We ordered the mirror with the furniture, night stands and the actual bedframe. We really need our bedroom because right now we just have the mattress and we don’t know where to put all of our stuff. We have a closet but we need our furniture. So, I’m pretty upset and dissatisfied.
I was looking at the TV and some of the announcements and those that decorate the houses use Wayfair. The online ordering process was straightforward. I'm still pending to receive some of the items from my first order that I did, but I love that I receive all the things very soon like a week or two maximum. The customer service was very helpful in all the time that I contacted them. Sometimes I return an item because the color that was on the website was not an accurate color, but they already realized that and apologized for it and wanted to change the item. I really like Wayfair better than the others because it has more options and better quality. It's easy and so convenient to do shopping with them.
My daughter, Jessica **, ordered a dining set on June 7, 2016 from Wayfair. When she ordered the set the website and the live operator said that Wayfair had them in stock. My daughter received a message back stating that they were out of stock and that it would be in a few weeks. When she questioned why the site and operator stated that they were in when she ordered and in fact they were not, the representative was very rude. Since the initial order, my daughter has spoken several times to Wayfair representatives and they have been disrespectful, not helpful and very rude. She has received several updates concerning the order - each time the order is delayed even longer.
She received another update today and now the order has been delayed again. The response she has received each time from Wayfair is that if she is not happy she can just cancel the order. She is an officer the US Army and it is very difficult to keep changing asking for time off for the delivery of her furniture. Also, no one should be treated the way she has by your call center personnel. Why is it taking so long to get this furniture? Why is Wayfair still advertising it if they do not have it in stock?
I found a really nice beach themed light fixture at Wayfair but wasn't sure it was made of glass so I sent a product question to Wayfair. Their customer service person answered it promptly, confirming it was glass so I ordered it. It arrived securely and exceeded our expectations as it looks great in the guest bedroom of our coastal house. The ordering experience at Wayfair has been great. We've ordered three light fixtures from Wayfair. One had to be returned, which was a very easy process and the other two have been perfect for our home decor.
I ordered a bed frame for my king mattress that used to sit on the floor. It didn't fit when I opened it up as I didn't realize my mattress was a Calif King. I called to explain, and the rep was so professional and helpful. She sent a label for the return as well as making sure I had the correct product. Very happy with the service as well as the product itself! So easy to set up!
ConsumerAffairs Research Team
The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.
Wayfair started in 2002 as a two-man operation single website selling stereo equipment. It has since grown into a major e-commerce website dedicated to selling home furnishing products. It sells over seven million home furnishing products from over 7,000 suppliers across five distinct brands. Headquartered in Boston, Massachusetts, Wayfair operates across North America and in Europe, delivering a variety of styles at every price point to homes across the world.
- Something for every price point: Wayfair has something for every budget, and with seven million products to choose from, customers are guaranteed to find something they love at a price they can afford.
- 70 percent off deals: Wayfair has something new on sale for 70 percent off everyday, and there’s no limit to how many deals you can score. Customers on a budget can take advantage of these deals simply by signing up for a daily email newsletter.
- Wayfair credit card: Frequent shoppers can enjoy earning points that can be used towards future purchases, along with instant savings when they sign up for a Wayfair credit card.
- Social responsibility: Wayfair’s mission is to make home a reality for people who don’t have one, and therefore partners with charities including Habitat for Humanity, Cradles to Crayons and Family Aid Boston to help build homes for people internationally and in their community.
- Idea boards: Perfect for the window shopper, Wayfair’s idea boards let you save items you love so you can have all of your favorite products, images and ideas in one place. Keep them to yourself or share them with friends and family members.
- Free and flat-rate shipping: All orders that cost $49 or more ship for free, and orders under that amount ship for a flat rate of $4.99.
- Best for DIYers, luxury buyers and cost-savvy shoppers.
Wayfair Company Profile
- Company Name:
- Formerly Named:
- 4 Copley Place, 7th Floor
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- United States