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Complaint Details
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Initial Complaint
06/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Purchased in 10 Ft. W x 6 Ft. D ***** Patio Gazebo on 3/18/2024 Order ********** $163.64 from Wayfair. It was delivered defective and unable to be put together by a professional handyman. I have contacted Wayfair at least 6 times including today to resolve. Please refund my money.
Business response
06/20/2024
To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we have fully refunded the customer on June 20, 2024.
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 June 14, 2024, the customer notified us the 10 Ft. W x 6 Ft. D ***** Patio ***********;they ordered and received was defective. Regrettably, the defect issue was not properly addressed. 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 ********** at ************. We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comCustomer response
06/20/2024
[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
06/18/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
5/27/24- A recliner with heated message was ordered as a present. Item was delivered 6/3/24. Recliner was put together and a part was missing. 6/5/24 Wayfair was contacted and missing part was to be delivered 6/14/24. On 6/1424, part never arrived and Wayfair contacted again. Part was not shipped. Refund was requested at this point and I asked to be contacted by a supervisor. I was never contacted by anyone and again made a call to speak to a supervisor. At this point, I have stopped credit card payment to Wayfair. I asked to be able to discard chair as it is together except for missing part. I was told that I would receive an email today, 6/18/24 if they made an exception in order for me to discard chair or if they are coming for the chair. I WANT A REFUND AND BE ABLE TO DISCARD THE DEFECTIVE CHAIR. This has been a horrendous ordeal. Everyone I have spoken to have not kept their word. This is unacceptable.Business response
06/19/2024
To Whom It May ****************** 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 June 4, 2024, the customer notified us the Oversize ********************** ********************* Lift Heating Massage Recliner with Hidden Cupholders they ordered was received and was missing parts.
Per our Damage/Defect item policy bit.ly/40jWGD4 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 June 18, 2024, 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 refund in the full amount was processed back to the original form of payment.
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.comCustomer response
06/19/2024
[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
06/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased dresser from Wayfair. After opening the boxes the dresser had chips/cracks and corners peeling off. Contacted them and it's been a hassle - chat after chat and finally a response. They expect me to repack the dresser...I told them the box is not in its original shape and all the foam/protect has been discarded. Asked them to pick it up as is...the chat associate said ok/as is. Then the email with shipping label states to be packed by original box or similar...are they kidding. Do you know the size of the dresser and weight? For a defective/broken dresser they shouldBusiness response
06/18/2024
To Whom It May ****************** 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 ************** at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
06/18/2024
[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 after chatting with ***** I 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
06/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order #********** I would like to issue a complaint against Wayfair regarding a cancelled item. I recently purchased an item on 6/15. After realizing I did not want the item anymore and purchased the correct item at a different site I cancelled it (item was cancelled same day 6/15 within hours). The status was not "prepping for shipment" or "shipped." After requesting the cancellation it said pending. Now a day later I get an email saying that my cancellation was denied and the status then changed after the fact. The item still has not shipped and I am requesting my cancellation go through and I receive a full refund without trying to scam me out of charges. The text agent was not helpful and was like maybe it will approve maybe not. How can a cancellation not be approved if it was same day and had not shipped? They are trying to charge me money to get it shipped back when again it has not shipped.Business response
06/18/2024
To Whom It May ****************** sincerely apologize for the experience the customer has encountered with their order.
We have reached out to the customer to further apologize and offered assistance with their purchase.
If the customer has any additional questions or concerns, they may contact ****************, at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer response
06/22/2024
[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
06/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Wayfair advertises a product ******************* Shelves Storage Bench. This listing has several photos, showing a nice light wood color. I received a very dark colored bench. Wayfair wants $30 for return shipping for a falsely advertised productBusiness response
06/20/2024
To Whom It May ********************* 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. With the contact information we have on file and provided here with the BBB, we have not been able to reach the customer. We would like to reach 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 helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer response
06/20/2024
[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
06/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a Patio Dining sent in April and the white glove service that was to go along with it. It became available in June. It was originally scheduled in May but I had to defer to June 1. June 1 came and went and my product was not delivered. I called and they said there was a problem with the truck. It was rescheduled for June 8. June 8 came and went with no delivery and no notification. I called again and it was rescheduled for today, June 14. The white glove service was to include delivery and set up, as well as packaging removal disposal. I was supposed to be notified 30 minutes in advance that theyd be coming and that they would set it up in the room of my choice and dispose of all packaging. Well I just got a notification that the product was delivered. I never receive a phone call, they didnt knock, and they just left it in my breezeway and took off. I called customer service who sent the delivery manager out to help but he could only partially help because the box needed a crowbar to open and he didnt have one. I was given a 10% discount for the inconvenience but this is not enough.Business response
06/19/2024
To Whom It May ********************** sincerely apologize for the trouble the customer has experienced with the delivery of their order.
The customer ordered the Laynie 2 - Person Round Outdoor Dining Set with Cushions which was delivered on June 14, 2024. Regrettably, during the delivery, the customer's full service delivery and ********************** was not completed. Wayfair takes issues such as this very seriously and only works with licensed, insured movers, should in the rare event these circumstances occur. The customer has been working with the delivery company as well as a specialist here at Wayfair to ensure the delivery service is completed. The customer has confirmed that the delivery company manager has completed his delivery service.
We have reached out to the customer and as a gesture of our apologies have provided a discount on the customer's order. If the customer has any additional questions, they may contact **************** at ************ We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer response
06/19/2024
[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
06/15/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I received a defective product from wayfair and the seller has lacked professionalism, and punctuality when to comes to compensation i've already returned to sender the seller seems to exhibit scam like tendencies and it cost me 170.03$ for a product i wasn't able to use.Business response
06/21/2024
To Whom It May ****************** 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 ************** at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
06/21/2024
[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
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought and returned *********. The stools were delivered back to Wayfair. They marked the order refunded but the refund was never issued, never received or credited to my credit card. I just would like my refund.Business response
06/17/2024
To Whom It May ********************** sincerely apologize for the frustration the customer has experienced with their order.
We received the customers return on May 20, 2024 and the refund was processed. The refund did not fully process at that time. The customer reported to us that she had not received her refund and we found the problem and pushed the refund through. As of today, June 17, 2024 the customer has received the full refund.
If the customer has any additional questions or concerns, they may contact ************ at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
06/20/2024
[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
06/14/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On June 11, 2024, I placed Wayfair order #**********, for a total of 12 items and cost of $1026.39. A few hours after placing the order, I noticed a typo in the "ship to" address. I inadvertently typed "1028 W. 109th" instead of the correct address of ************". Note that 1028 W. 109th is non-existent. I immediately called Wayfair and notwithstanding the fact that none of the items had shipped and were still in their warehouse, they were unable to cancel my order or change my shipping address. They advised that I had to wait until the items shipped, and then deal with the shipping company. So I waited until I had Federal Express shipping numbers for all of the items, and then contacted Federal Express, only to be told that any changes to the orders needed to be made by the shipper, and I was not authorized to make changes. I called Wayfair back, and they again told me that I needed to handle the matter with Federal Express. As you can plainly see, this is a fraudulent business practice - once an order is placed on Wayfair - even if it has not shipped - there is no way to cancel or change the address. Wayfair provides fraudulent resolution instructions to its customers in its response to a consumer complaint. I plan to file a complaint with the appropriate federal agency, but also want this recorded on BBB.Business response
06/18/2024
To Whom It May ****************** 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 ******* at **************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
06/18/2024
Better Business Bureau:
I have reviewed the response submitted by the business and have determined that the response and my related discussions with the business 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
06/14/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We placed an order for an Eideen 4-Person Round Outdoor Dining set Color is Grey made by Red Barrel Studio. Our wayfair Order # was **********. When we received our table and chairs they are from Vicllax and not from Red Barrel Studios. I could have purchased this Vicllax set from Amazon for $559.00 if I knew that Wayfair was going substitute this set. We called them and they said sorry nothing they could do besides give us 10% off a future order and if I decided to ship these items back to them the return shipping would be deducted from my refund.This is very deceitful service. We did not order a Vicllax set but that is what they sent us.Business response
06/19/2024
To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
The customer ordered the Eideen 4 - Person Round Outdoor Dining Set (Set of 5) on June 8, 2024. The customer contacted us on June 14, 2024 to report receiving the item with a different brand name.
Wayfair's exclusive brands help our customers to shop cohesive looks and styles in a user-friendly way. We work with many suppliers and manufacturers to create products for our exclusive brand, which is why product names can vary. Though items may arrive in the manufacturer packaging, it is the same product displayed on our website. We work with many high-quality manufacturers to source products for our brands.
We have reached out to the customer to further apologize for any confusion and are working to help and offered a discount on their order as a courtesy.
If the customer has any additional questions or concerns, they may contact ************ at ************. We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comCustomer response
06/19/2024
[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,
*******************
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Customer Complaints Summary
5,342 total complaints in the last 3 years.
1,879 complaints closed in the last 12 months.