Complaints

This profile includes complaints for Wayfair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Wayfair, LLC

  4 Copley Pl Fl 7 Boston, MA 02116-6504

  
• 

  Wayfair

  5101 Renegade Way Florence, KY 41042-4916

• 

  Wayfair, LLC

  500 Boylston St Boston, MA 02116

  
• 

  Wayfair LLC

  2820 N 35E Lancaster, TX 75134

• 

  Wayfair, LLC

  1070 Montgomery Rd # 2071 Altamonte Springs, FL 32714-7420

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a recliner from Wayfair. It had a vibration and heat function. The vibration and heat stopped working in the first 3 weeks, then the entire back of the chair broke off. I asked and they said if i packed and returned it they would refund, but by the time I got a box they replied they wouldn't accept the return.

  

  Business Response

  Date: 05/07/2025

  To Whom It May Concern,
  
  
  We apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we have fully refunded the customer on May 7, 2025.
  
  
  We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts or units or offer a full refund for damaged or defective items. On January 18, 2025, the customer notified us the
  Lyquinn 37" Wide Modern and Super Soft Linen Blend Manual Reclining Chair they ordered and received was defective. Regrettably, the defect issue was not properly addressed since the customer was outside our ****** window to report such incidents. We understand the customers situation and agree we should have certainly stepped outside of our 30-day policy in this instance.
  
  
  We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they may contact ***** C at ************. We hope this information is helpful in resolving this complaint.
  
  
  Kind Regards,
  Wayfair.com

  Customer Answer

  Date: 05/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ****

• Initial Complaint

  Date:05/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a trampoline from Wayfair I paid to have the trampoline put together professionally, so after use the poles started bending forward, picture will be provided, they resolution was to return it, which means I have to pay to have it taking down, now if they are willing to reimburse me for the fee of having someone take it down, other then that what other solution do I have. 2 poles have already been replace

  

  Business Response

  Date: 05/08/2025

  To Whom It May Concern,
  
  We apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we have fully refunded the customer on May 08, 2025.
  
  We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts or units or offer a full refund for damaged or defective items. On April 29, 2025, the customer notified us the I
  Fiziti Trampoline Series 16' Round Backyard Trampoline with Safety Enclosure they ordered and received was defective. Regrettably, the defect issue was not properly addressed since the customer wanted a full refund. We understand the customers situation and agree we should have certainly provided the requested resolution.
  
  We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they may contact ****** *., at **************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards, 
  Wayfair.com

  Customer Answer

  Date: 05/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:05/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a comforter set, the set I received was not stitched and missing the pillow shams. I spoke with Wayfair and they agreed to send a replacement and I return the damaged item. The replacement was delivered to the wrong address and now would like to charge me a second time. I would like to receive a refund and Ill buy a comforter elsewhere.

  

  Business Response

  Date: 05/08/2025

  To Whom It May Concern,
  
  We sincerely apologize for the trouble the customer has experienced with their order.
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, the customer's order has been deemed lost in transit and failed to arrive. The ******************* Plush Comforter Set was not found, and we agree with the customer, the delay is unacceptable. 
  
  We reached out to the customer to further apologize and have processed the requested full refund to the customer. If the customer has any additional questions, they may contact ****** S at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  Wayfair.com

  Customer Answer

  Date: 05/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:04/30/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was looking for a cart to take my 100lb dog to the vet as he cannot get in the car. I found this product that looked like it was able to support up to 300lbs, according to the specifications ******* turns out, there was another place where it was mentioned that the cart can only support up to 88lbs, which makes it useless for me. I contacted support to start a return, based on misleading information. I was expecting the return to be free of charge, as it wasn't my fault they cannot post accurate details on the product but found out that I had to pay $43.09 to send it back. Since I'm trapped, I had no option but to accept the charge.All I'm looking for is for Wayfair to acknowledge they caused my problem and refund me the shipping cost.

  

  Business Response

  Date: 05/06/2025

  To Whom It May Concern,
  
  We sincerely apologize for the experience the customer has encountered with their order. 
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers, and look forward to helping find a positive resolution for the customer. We have reached out to the customer to further apologize and offer assistance with their purchase. 
  
  In order to help find a resolution, we invite them to contact Emaria W. at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com
  
  

  Customer Answer

  Date: 05/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* *****

• Initial Complaint

  Date:04/29/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for a vanity/sink set on 4/14 because it showed that it would arrive by 4/18. We are renovating our bathroom and ordered this to use as a temporary sink-we only ordered it because it would come quickly. It got lost with ***** and we were told we had to wait until 4/26 to contact Wayfair for a replacement. Now on 4/28 the replacement still had not shipped so I tried to cancel and was told it was too late and I could return. The problem is that there is a return fee since it is a large item. I asked customer service and they refused to waive the fee. I don't know how I am responsible to pay for something that in the end will be over two weeks later and not useful-plus the fact that I have to lug it to ship it out. Usually Wayfair has great customer service-not this time.

  

  Business Response

  Date: 05/05/2025

  To Whom It May Concern,
  
  
  We sincerely apologize for the experience the customer has encountered with their order. 
  
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers, and look forward to helping find a positive resolution for the customer. We have reached out to the customer to further apologize and offer assistance with their purchase. 
  
  
  In order to help find a resolution, we invite them to contact ****** A at ************ We hope this information is helpful in resolving the complaint.
  
  
  Kind Regards,
  Wayfair.com
  
  

  Customer Answer

  Date: 05/05/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved.  I really appreciate ****** reaching out to get this resolved so quickly.  She made what could have been a frustrating situation much more manageable.  
  
  Thank you,
  
  *** *********

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/28/25 I purchased some items from the Wayfair. I didnt realize I still had a picnic table in my cart when I checked out. I immediately canceled that portion of the order and the app told me that the table was canceled. Today I was checking the status of other purchased items and noticed the picnic table was preparing to ship. I tried to again cancel it, and was told it was too late and I could pay $75 to return it. I contacted support and explained the situation. They wont cancel my order and they wont waive the return fee citing their policy that once it has shipped they cant do anything about it. But it hasnt shipped. So their policy does not apply. They also are saying it is my fault for not canceling the order sooner, but I canceled the order immediately and their system didnt process it properly per their customer service agent.

  

  Business Response

  Date: 05/06/2025

  To Whom It May Concern,
  
  We sincerely apologize for the experience the customer has encountered with their order. 
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers, and look forward to helping find a positive resolution for the customer. We have reached out to the customer to further apologize and offer assistance with their purchase. 
  
  In order to help find a resolution, we invite them to contact ***** ***** ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com
  

  Customer Answer

  Date: 05/06/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******* ********

• Initial Complaint

  Date:04/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the Susa Rectangular 8-Person Dining Set from Wayfair (Order #**********), advertised as durable and weather-resistant. Less than six months after delivery, the tabletop warped badly and multiple chairs began slotting apart, despite appropriate outdoor use.When I contacted Wayfair under their one-year warranty, I spent over three hours across multiple agents, was disconnected twice, and experienced unprofessional behavior (including an agent saying Are you kidding me? when I asked a simple clarification question).Instead of honoring the warranty, Wayfair offered only $200$300 toward a $985 purchase and insisted I disassemble and personally deliver the damaged furniture to ****** which was completely unreasonable for the size and condition of the product. Only after pushing back did they agree to arrange a pickup but communication has remained poor, and I still have a defective table today with no full resolution.The product was misrepresented in its description, the warranty handling was extremely disappointing, and customer service fell far below acceptable standards.I have exhausted normal support channels (including attempts to escalate to Executive Support) without a proper resolution.

  

  Business Response

  Date: 04/29/2025

  
  To Whom It May Concern,
  
  
  We apologize for the inconvenience the customer has experienced with their order. 
  
  
  We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts or units or offer a full refund for damaged or defective items. On April 28, 2025, the customer notified us the Tameyah Outdoor Dining Set they ordered was received and was defective. 
  
  
  Per our Damage/Defect item policy the Damage/Defect the item may need to be returned. If you are instructed to return the original item, and it is not received at our *************** we reserve the right to reverse the refund or charge for a replacement unit. 
  
  
  On April 29, 2025, a request was made to our ********************* team to have an exception on the return and allow the customer to dispose of the item. The request was Accepted and a replacement of the set was ordered. 
  
  
  We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they may contact ***** C at ************. We hope this information is helpful in resolving this complaint.
  
  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  Date:04/28/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a rug from Wayfair on April 26, 2025. At second glance I realized it was too light on color for the traffic area & would show dirt. I'm 78 and can't get on floor to clean a rug, so 9 minutes after I placed the order, I canceled it. They said they'd let me know re cancellation in 2 days. Later on the same day I got an email saying I couldn't cancel it. The email said it was already being produced or packaged. This seems unreasonable since it was cancelled within minutes. And it was late at night.I called Wayfair and they said it was too late. Not only would I have to pay $39.00 to return it, but seek out somewhere in this very tiny town in order to print a label (since I don't own a printer),if there even is such a place. I'm 78, live out in the country & would have to travel to a larger town further away, most likely. I don't drive very far as I am disabled.The rug is $148.99, the return fee is $39. + The inconvenience of driving & trying to find a place to make a label for ***** this day of computers, I find it impossible that with one click on Wayfair computer system, an order cannot be cancelled within minutes of making the order.....that it would be produced & packaged, ready for shipper on 9 minutes.This certainly not the policy or manner of operation and efficiency of other Companies I know of, like ******, for instance. Thank you so much for your help. I was on phone with Wayfair & on hold waiting for a supervisor for a very long time before contacting you.F

  

  Business Response

  Date: 05/05/2025

  To Whom It May Concern,
  
  We sincerely apologize for the experience the customer has encountered with their order. 
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers, and look forward to helping find a positive resolution for the customer. We have reached out to the customer to further apologize and offer assistance with their purchase. 
  
  In order to help find a resolution, we invite them to contact ***** C at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com
  
  

  Customer Answer

  Date: 05/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:04/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Failure to Deliver Within Estimated Window When I placed my order, I was given a delivery window of March 16 to March 24. I trusted that timeframe and scheduled accordingly. By March 24, I had received no updates, no delivery, and no support. That same day, I called your customer service team for help. Instead of resolving anything, I was told that "nothing could be done" because the last shipping scan had not occurred at least six days prioran arbitrary and customer-unfriendly policy.Continued Delays and Lack of Transparency I called again on March 25, hoping for progress. I was told the item was in motion again and that it should arrive by March 28. Yet on the morning of the 28th, I received an email saying the shipment was delayed, with no new estimated delivery date and no explanation. I took the initiative to call the dispatch team myself, only to learn that the shipment had been stuck due to a technical errorinformation your team failed to communicate to me directly.After more confusion, the delivery was rescheduled for March 31. I waited again, and when the delivery finally cameit was the completely wrong product.Three Hours of Arguing with **************** On March 31, I spent three hours on the phone with your customer service team, attempting to resolve the issue. Instead of apologizing or offering meaningful help, I was met with a condescending attitude. Your representative refused to take any responsibility, and worse, patronized me by saying the delivery wasnt actually late because the original dates were just estimates.Let me be very clear: As a paying customer, if I cannot trust the delivery estimates you provide, what can I rely on?Those dates are part of the agreement I entered into when I made my purchase. For your team to dismiss them and shift blame is not only unprofessionalits insulting.

  

  Business Response

  Date: 04/28/2025

  To Whom It May Concern,
  
  We sincerely apologize for the trouble the customer has experienced with their order. It is never our intention to mislead our customers in any way, and regret it when these isolated incidents occur.
  
  The customer placed their order on March 8, 2025, for the 48'' Free Standing Bathroom Vanity Set with Engineered Stone Top which arrived on March 31, 2025. Regrettably, they received a 60" Vanity with Top instead. We are working with our warehouse to ensure this kind of error does not occur in the future.
  
  We have refunded the customer in full and provided a promotional good for their next order.
  
  We have reached out to the customer to further apologize. If the customer has any further questions or concerns, they may contact **** *. at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  Date:04/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a table from wayfair back in June 26 2024 I am still waiting for this delivery . I have contacted them on several times they fail to have an update of delivery was told to dispute charge so I did them when I disputed charge they charged me again and refused the dispute so were now double charged for child 8 seat table . They said if I closed dispute they would clear account so I obliged closed dispute and they refuse to remove balance due I shouldnt be responsible to pay a balance on an item clearly never made it through shipping

  

  Business Response

  Date: 05/01/2025

  To Whom It May Concern,
  
  We sincerely apologize for the trouble the customer has experienced with their order.
  
  
  We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, the customer's order has been deemed lost in transit and failed to arrive at our local delivery terminal. We initiated a dock search to locate the merchandise, the Kid's 4 Seat Activity/Feeding Table was not found, and we agree with the customer, the delay is unacceptable. 
  
  
  We reached out to the customer to further apologize and have processed the requested full refund to the customer. If the customer has any additional questions, they may contact ****** A at ************. We hope this information helps resolve the complaint.
  
  
  Kind Regards,
  Wayfair.com
  
  

  Customer Answer

  Date: 05/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** *******