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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/09/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
We ordered a sink from Wayfair and the description is very different from what we received. First of all, it is extremely low quality. It says it is stainless steel, but it is not and all of the accessories are plastic. There is a hole in the side of it with a screw, so you can't fill the sink with water because it goes into the cabinet below. I reached out to Wayfair, as we had already installed the sink when we noticed half of the problems. The associate was very rude and started acting like our conversation was disconnected when it was not. I am so disappointed in Wayfair and will never ever order from them again and encourage others not to. Not only did we get something different than what we ordered, the customer service was horrible.
Business response
09/10/2024
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 ************** at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
09/10/2024
[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
09/08/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased an item from Wayfair that never arrived. I contacted Wayfair, and they told me to wait 4 days to see if the item would arrive. The item did not arrive. I contacted Wayfair and they told me that too much time has passed and they cannot refund or replace the item and that there is nothing they can do for me. I was charged in full for an item I never received and they will not do anything to remedy the problem.Business response
09/09/2024
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 agree with the customer, the delay is unacceptable.
We reached out to the customer to further apologize and to facilitate the reorder of this merchandise. 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
09/10/2024
[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,
Stormy HackInitial Complaint
09/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a sofa for my son order #?3422624191. Before it even shipped the price went down by $300. I contacted Wayfair on 8/30 & was told they dont price match. I was told I can cancel prior to delivery & reorder at the sale price which I did without penalty. On 9/7 after delivery was canceled I called & spoke to a representative again who said I will have my refund within a few business ************** would reach out to me. Well Wayfair decided to charge me $200 to cancel which I was specifically told Id get my full refund! They also kept the amount I paid for their extended warranty. I am also disputing this with my credit card. I did exactly what the first ***** told me to do & reordered the sofa & bought something else as well. This is wrong & I was never told any of this! It was within my right to cancel & they told me to contact the shipping department to stop it once I was informed of the actual delivery date.Business response
09/09/2024
To Whom It May Concern,
We sincerely apologize for the trouble the customer has experienced with their orders.
We strive to provide our customers with the best shopping experience. Due to the significant number of reported defects and damage issues we conclude, it would be best for the customer to work with an account manager, to better address the issues the customer continues to experience with their orders.
We look forward to working with the customer towards a positive resolution. Since the customer is asking for assistance they will need to contact our ********************* Team via email at ************************************************ We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comCustomer response
09/09/2024
[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
09/07/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Purchased a sectional from Wayfair and it has been a nightmare ever since. The day it arrived we had to reach out to wayfair because it was damaged, and since then, the couch has been splintering at the arms and the bottom. We can't even use our couch because we keep cutting our hands and arms from the splinters. On top of that, wayfair is absolutely zero help and flat out refuses to do anything about the Is dangerous couch. Bad business!! Beware!!!Business response
09/10/2024
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.
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
09/10/2024
[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 spoken to their representative regarding the return, 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
09/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered the Jekari 3 piece vegan leather reclining sectional on August 15th, 2024. Took delivery on August 30th, 2024. Upon opening and putting together the sectional I noticed that the loveseat part of the sectional did not match the pictures of the loveseat from the website. Notably the pictures showed what appeared to be two speakers on the front of the loveseat that were absent from the one I received. I contacted wayfair on September 4th, 2024 about this and the customer service agent was unwilling and unable to answer my questions as to why my loveseat did not match the one pictured. It appears wayfair is intentionally misleading customers into believing this particular sectional includes speakers when it does not.Business response
09/06/2024
To Whom It May Concern,
We sincerely apologize for the inconvenience the customer has experienced with their order.
The item was incorrectly listed with speakers and a button pad on the console portion of this Sectional. It is never our intention to mislead our customers, and we regret when these rare errors occur.
To rectify our error, we have provided a discount as agreed by the customer. 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
09/06/2024
[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
09/04/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I wanted to purchase a product on Wayfair that normally retailed on their website at $193. I waited until Labor Day to see if there was a discount on the product. During the Labor Day sale, I was happy to see that the product was discounted to $108 and I purchased it on September 1st. I also had a voucher, so ended up paying around $90 for the product. The product was supposed to be delivered to me by September 6-7.On September 3rd I got an email from Wayfair saying my order will now be arriving on MARCH 1st, 2025 as it was backordered and I could cancel the order if I wanted to. I went to the website and saw that the same exact product was still available to purchase for $193, no "out of stock", "low stock" or anything indicating potential delays, with the delivery date on the product page still 6-7 of September. I contacted Wayfair via chat and was advised they would change the listing to indicate low stock. I asked if I could change the color of the product for one that was available and they said no. I then called Wayfair and was told that the true issue was that the supplier (or Wayfair) have MISPRICED the item and now were trying to figure out what to do (probably a lot of people purchased at the discounted price and the preferred to have those orders canceled, likely hoping buyers would cancel orders due to the new delivery date of March 2025). They were trying to work out a solution internally.Today, Sept. 4, I received an email that my order was now officially canceled as the product is "no longer available" and that I would get a refund. The same exact product is STILL completely available for purchase for full price on the website with a delivery date of end of this week.I would like to receive the product that I bought. It is not my problem they mispriced it. There was no indication that the price is incorrect, and still no indication that it is in any way unavailable. They just want to see it for full price.Thank you *******Business response
09/06/2024
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 ******************** at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
09/06/2024
[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
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I made a purchase on wayfair.com that posted to my account on August 16th. On August 10th 2024 the company **** who was to assemble the product canceled. Told me I would get an immediate refund on the ****** charged for the assembly. They could not find a pro in this area to assemble for me. I've had multiple contacts and communications between Wayfair and **** both and nobody's willing to help me get a refund. Wayfair points me to **** and **** points me right back to Wayfair. **** said they were never paid for it and of course Wayfair sends me right back to ****.Business response
09/12/2024
To Whom It May Concern,
We deeply regret the inconvenience the customer encountered with their order. Our aim is always to provide a seamless and satisfactory experience, and we apologize for any frustration caused by interactions with our agents and **** representatives. To rectify the situation, we have issued the customer their refund for the ********************** service. We greatly appreciate the customer's feedback and will use it to enhance our services moving forward.
We have contacted the customer to further apologize. If the customer has any further questions or concerns, they can reach out to ****************** at ************. We hope this helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer response
09/12/2024
[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
09/03/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
It was the worst experience ever. I bought two cabinets for my living room and ***** delivered the 2 boxes lying down on the floor under the edge of the roof, in *******, it rains almost every day, and last week, in particular, was raining every day in the afternoon, so the 2 boxes got really wet with the cartoon even broken and contacted support to return the order and they sent me the shipping label, I asked them if they will charge me for the shipping back and they said NO, once ***** pickup the boxes I received an email and indeed they charged me $70 dollars for shipping back the order. Now I am chatting with a manager and they do not want me to refund the shipping cost, even though he could see the boxes were damaged.Business response
09/06/2024
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 ******************** at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
09/13/2024
[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:The Advocacy customer support representative who called me (*******) was the best ever, she not only processed the refund of the shipping but also offered me a discount through my email, she was very gentle and understood the situation.
The truth is that Wayfair offers good deals and the website is very friendly.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
08/31/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Placed an order for outdoor furniture and install. Furniture quality is low. Technician came to install. He arrived late (11:13am) and left in the middle of the install for ******************************** 28 minutes of my time. At 1 pm he advised he wouldn't be able to finish and requested more money. He left. I called wayfair who was unwilling to help. I want a full refund.Business response
09/06/2024
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 ******************** at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
09/08/2024
[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. The business has promised to handle the situation.
Regards,
***********************************Initial Complaint
08/31/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have tried to cancel an order with Wayfair, but they are refusing to cancel the order. Item has not been shipped as there is not a tracking number for product. Item states preparing for shipping. They are refusing to cancel the order. **************** for ********************** is stating I have to wait until item arrives and pay a return shipping fee for the item. This is a way for the company to still charge money, even though item has not been shipped. I believe this is fraud from the company to still make profit on a return fee.Business response
09/10/2024
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 RERORD 48 Inch Heavy Duty Dog Crate With Wheels 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 ********** at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer response
09/10/2024
[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
5,450 total complaints in the last 3 years.
1,866 complaints closed in the last 12 months.