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

  2820 N 35E Lancaster, TX 75134

• 

  Wayfair

  550 Depot Dr Ogden, UT 84404

• 

  Wayfair, LLC

  500 Boylston St Boston, MA 02116

  

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:04/22/2025

  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 what was supposed to be a brand new ****** ******* tea kettle. The second I pulled it out of the box I could see a chip in the paint. I removed it from the packaging to examine the entire thing. There are multiple chips and imperfections in the surface. This is unacceptable. Quality control shouldve caught this before. It was shipped out to a customer. I do not want to replace and I will not be held responsible for return shipping on a damaged item.

  

  Business Response

  Date: 04/24/2025

  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 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.com

  Customer Answer

  Date: 04/24/2025

  [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:04/22/2025

  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.

  To whom it may concern,I placed an order on Wayfair.com on 03/22/2025, invoice #**********. The item is an Anxhela table. I received this item on 04/02/2025 and the table had a large crack throughout the whole table. I contacted Wayfair via email informing them of this issue and they offered a 20% refund or a table replacement. I asked for a replacement and was informed to either keep the damaged table or discard it. I decided to throw away the table, as there was no use of it in that condition. I received the replacement table on 04/13/2025. Unfortunately, this table had cracks around the edges of the table and towards the middle of the table. I reached out to Wayfair via email informing them of this issue once again. Wayfair offered a 20% refund. I let Wayfair know to please send another replacement and for this time to send someone from their company to install. This way, they are able to open the package themselves and see if the table is damaged again. After this last email was sent to Wayfair, I did not receive a response from them. A few days later I received an email from Wayfair stating 'we haven't heard from you in awhile, so we're wondering if you still need help resolving this issue'. This is very disappointing as I did reply and now they're making it seem like they never received a response from me. I am very frustrated knowing I received two damaged tables. If this happened the first time, wouldn't you think the table would be packaged better or considered fragile to deliver with more care? At this point, I am thinking Wayfair sends out used/damaged or displayed items to customers to see if they will keep. I don't want to keep going back and forth with Wayfair and not getting this issue resolved. I am requesting a full refund and do not want another 'replacement'.

  

  Business Response

  Date: 04/30/2025

  To Whom It May Concern,
  
  We sincerely apologize for the experience the customer has encountered with their order.
  
  We are committed to ensuring all orders are successfully fulfilled and delivered to our customers' satisfaction. We have reached out to the customer to offer a sincere apology and have assisted them in resolving their order issue.
  
  We look forward to finding a positive resolution and providing the best possible service and invite them to contact Trixie F. at ************.
  
  Kind Regards,
  Wayfair.com

  Customer Answer

  Date: 05/01/2025

  [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:04/22/2025

  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.

  April 22, 8:46 AM I had the unfortunate opportunity to talk to someone in the sales department that was inept at her job, her name was ***. When I call you Wayfair and I ask why no matter what particulars I put in the search bar ****** items still come up andhow do I word what I need in the search bar to find a particular painting style Im told by *** well you know we have paintings, really really stupid comment so then I asked to speak to a supervisor thinking maybe I could get the direction that I need to go to accomplish what I want to see and 11 minutes later Im still on hold. you talk about your employees need to work harder well its not working when you get answers like that. Id also like to know why you disrespect the consumers that buy your product by shoving marketing and marketing and marketing of everything that theyre not looking for with hopes that theyll buy something else where are the ethics in that thought process oh wait there isnt any.

  

  Business Response

  Date: 04/23/2025

  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 ****** *., at **************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  Date:04/21/2025

  Type:Product 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 placed an order for what I believed to be a table with 4 chairs as shown on the picture. On Jan 21 2025 I receive only 2 chairs in the mail. I called to inquire for the rest, i was told the picture was misleading, i had ordered only 2 chairs. I told them what i was expecting and that i do not want just 2 chairs. They told me i had to pay $59.99 to ship them back. I told them that its not fair to me to pay for shipping when their advertisement is wrong. Also, the email summary of the order shows the cost i paid and in the picture is the table and 4 chairs. They said i can call credit card to dispute it as they will not pay for shipping the 2 chairs back. So, i called to dispute with credit card, while they took their sweet time to respond to the credit card, they claimed I had never notified them of the issue and sent documents to the credit card showing only 2 chairs. Credit card company called me and said i have to call Wayfair again and attempt to return the chairs in order to get refunded. So, i called and spoked to *******, who said they would not take the chairs back because its been more than 30 days since items were delivered. I explained to her that i had called same day the chairs were delivered, so on 1-21-25 and that i need to speak with supervisor. I spoke with supervisor, who said she will put in request for dispute ***** to review and they will call me or email me. I waited 2 weeks, nothing. I called them again, i was told i need to close out/withdraw dispute with credit card in order for them to help me. So, i called credit card, closed out dispute, called Wayfair again, message was sent to dispute ***** was told I would be notified this was 4-4-2025. On that same call, the person that answered was *******, she sent me email while on the call that so far the notes she saw was its past the 30 day return window, I told her to send me email with that into. In the meantime I'll wait for their dispute **** at wayfair to respond. As of 4/24/25, nothing.

  

  Business Response

  Date: 04/23/2025

  To Whom It May Concern,
  
  We apologize for the trouble the customer has experienced with their order.  
  
  We are proud to offer our customers a ****** return policy. Per our return policy, shipping costs are deducted from the customer's total refund if they prefer the refund back to the original payment method.  In the rare event there is a discrepancy with the information the customer is provided or with the item the customer receives, we will make an exception to our return policy. It is never our intention to mislead our customers in any way, and we regret when these isolated incidents occur.
  
  We reached out to the customer to further apologize and offered assistance with their return. If the customer has any additional questions, they may contact ****** *., at **************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  Date:04/20/2025

  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 a ******** that has a 10yr warranty on it. Wayfair refused to give me a refund due to the fact they no longer partner with this company as well as has no way to contact them.

  

  Business Response

  Date: 04/22/2025

  To Whom It May Concern,
  
  We are genuinely sorry for the experience our customer had with their order. Our aim is to ensure every order meets our customers' expectations, and we sincerely regret that this was not the case with this particular order. It is never our intention to mislead our customers or create frustration, and we regret when these isolated incidents occur. To rectify the situation we have began the refund process with our customer. 
  
  If the customer has any additional questions or concerns, they may contact ******* *. at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  
  Wayfair.com
  

• Initial Complaint

  Date:04/18/2025

  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.

  On 4/18/25 I went on to the Wayfair website to order some outdoor furniture. I have a party at my house on May 2nd and so I selected an item that said it would be delivered in time. I completed all of the information and it still listed that everything would arrive by May 1st. As soon as I paid, I got an e-mail saying that one portion of this furniture set would not arrive until between May 1st and 5th. If I had known this, I would not have ordered it. I started a chat with the "bot" and then with an actual customer service representative. I have screen shots of the entire chat. I asked him to help and he said he could cancel just the 3rd part of the shipment that was coming too late and keep the rest of the order. I asked him this at least 2 different times to make sure the rest of the order would not be cancelled. In the chat, he assured me it would not. He then cancelled the entire order. When I responded to the fact that he did this, he said he would look into it and try to get it corrected. I asked for a manager to reach out to me and help me. Instead he said that now that my whole order is cancelled there is nothing more he can do, but I can reach out to a sales person and try to start my order over. I now have nothing ordered and he would not even have someone call me to fix it.

  

  Business Response

  Date: 04/24/2025

  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. 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.com

• Initial Complaint

  Date:04/18/2025

  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 ordered a metal arbor with gate. On 4/11/2024 I received a box from Wayfair, inside was a plastic shed. I contacted Wayfair about the wrong product being sent. Had to wait an additional week for correct item. They set up a return for the plastic shed but refused to mail me the shipping label. I told them multiple times that i do not have a printer and do not have time to drive to ***** to print the shipping label. item would not fit in my car so ***** needed to come pick it back up. While i kept asking for a shipping label to be mailed to me, since it was 100% their fault the wrong item was sent. At that point they threaten to charge me for the wrong item if I did not go to ***** to print the shipping label. I would like to be reimbursed for the item I purchased because of the inconvenience and waste of my time and gas for my car because of their mistake.

  

  Business Response

  Date: 04/22/2025

  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 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.com

  Customer Answer

  Date: 04/22/2025

  [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:04/18/2025

  Type:Product 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 have been reaching out for 2 months now in regards to not getting my order for my desk, I have submitted a police report, I have called in multiple times, chatted multiple times and I keep getting sent in a circle. At this point I just want a refund for my order, order number is #**********. Just simply want my refund, I do not want a new desk or anything

  

  Business Response

  Date: 04/23/2025

  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 Jeneffer Computer Standing Desk was not found, and we agree with the customer, the delay is unacceptable. 
  
  We have issued a full refund. 
  
  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.com

• Initial Complaint

  Date:04/17/2025

  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 ordered a 3 piece couch set from Wayfair on March , 4th 2024. The couch cushions that came with the couch have had the springs poking through the cushions since Ive bought the set! Ive called customer service multiple times about this issue and I was told Wayfair doesnt replace couch cushions and that Id have to rebuy the whole couch set again! Thats ridiculous !!!! I dont even sit in my couch its in my living room left untouched so for the springs to be poking out from day one is crazy !!!!

  

  Business Response

  Date: 04/22/2025

  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 April 22, 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 22, 2025, the customer notified us the ******* 3 - Piece Velvet Living Room Set 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 ****** *., at **************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  Date:04/17/2025

  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 wooden tray to sit on top of my Ottoman. It arrived to me today damaged one entire side of the tray is coming apart at the seam. I contacted customer service and was given the runaround telling me that this is how it is made, which is not true or the entire thing would be this way. Then I was told I would be charged a return shipping fee for a damaged item and that I should just keep it.I think I figured out why this item is on sale.

  

  Business Response

  Date: 04/21/2025

  To Whom It May Concern,
  
  We are genuinely sorry for the experience our customer had with their order. Our aim is to ensure every order meets our customers' expectations, and we sincerely regret that this was not the case with this particular order. It is never our intention to mislead our customers or create frustration, and we regret when these isolated incidents occur. To rectify the situation we have initiated the return process and waived the return fee for our customer. 
  
  If the customer has any additional questions or concerns, they may contact ******* *. at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer Answer

  Date: 04/21/2025

  [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,
  
  **** *******