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Complaint Details
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Initial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On June 10, we ordered a couch and love seat for an apartment we were moving into. Looking at the apartment more closely, we realized they were too large. On June 17, we called and asked to cancel the order and said we would replace it with a different order. The person on the phone said that the order was already on a truck but that she could recall it with no problem. When we saw the refund, we noticed it was $400 lower than we paid. We had been charged a return fee. First, we had not been told there was such a fee. Second, we did not return the items because they had never arrived at our place. In the meantime, we had ordered a different couch an love seat from Wayfair. On June 27, we called to complain and to explain that we were not told about the return charge and in any case it wasn't a return. They said that they were not going to refund the money.
Business response
07/01/2024
To Whom It May ********************** apologize for the inconvenience the customer has experienced with their order. We stepped outside of our return policy and refunded the customer in full for the ****** 96" Square Arm Sofa and Loveseat.
We are proud to offer our customers our ****** 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, and they use the return shipping label we provide. In the rare event the customer chooses to return the item using their own method, we require a valid tracking number confirmed at our warehouse before the refund will be processed. We have not been able to confirm the tracking provided. We have stepped outside our policy and issued a full refund back to the original payment method.
We reached out to the customer to further apologize and offer assistance with their return. If the customer has any additional questions, they may contact the ************ at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer response
07/05/2024
[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
06/28/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Wayfair Order number #********** I purchased a gazebo on the Wayfair website on June 16, 2024, and paid for professional assembly. A service date was scheduled for June 27, 2024, at 10:30 am. Someone called me on June 26, 2024, and asked me did I had a tall ladder and they informed me they had no transportation and would have to arrive by bus. I informed this gentleman caller my neighborhood was not bus-friendly and I had about a five-foot ladder. I was concerned about this call so I called Wayfair professional service and spoke to ******. ****** confirmed that was the pro who called me and ****** rescheduled my service to June 28, 2024, from 7- 10:30 am. On June 28, 2024, it was 11 AM and no one showed up to my home or called me. I called the Wayfair professional assembly at 11 am on June 28, 2024, and spoke to a lady named ****. **** informed me they had to reschedule my service assembly for July 1, 2024, from 11 AM TO 3 AM. **** also placed me on a brief hold and contacted the pro who was supposed to arrive at my home. **** returned to the phone and informed me the pro said they had no transportation to get to my home and they had no ladder. As of today, this issue has not been rectified. I am tired of this unprofessionalism and should not be subjected to this nonsense. The phone number for Wayfair professional service I had to call was ************Initial Complaint
06/28/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Purchased this item on 6/15/24 ******* 80'' **************** Console order #**********. The item was to have been delivered between 6/18-6/24/24, it was not. On 6/26/24 I called Wayfair and was told that they didnt know where the item was. They started an investigation, WCRT-******, to track the order and Im being told I have to wait 10 days before they will refund my money even though Ive told them I no longer want this item. Wayfair failed to deliver on this transaction as agreed to and now they are holding my money.Business response
07/01/2024
To Whom It May ************************ 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 ******* 80'' **************** Console 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
07/01/2024
[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
06/26/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
My iPad and wallet were stolen and now I'm a victim of ID theft and fraud. My address has always been ***********************. But there were orders placed at a different address and they are trying to hold me responsible because the people who stole my information have been applying for credit in my name and have even changed my mailing address. Because of this Wayfair is trying to hold me responsible for the fraud. I have made a police report that is attached and a copy of my new iPad purchase.Business response
06/27/2024
To Whom It May ****************** sincerely apologize for the frustration the customer has experienced regarding a fraudulent charge on their account.
On June 27, 2024, the customer notified us a fraudulent order had been placed. We immediately attempted cancellation, marked the order as fraudulent in our system, and advised the customer to contact their bank to report the fraudulent charge.
The customer's bank is Citibank, who handles the customer's line of credit with the ********************** credit card. Wayfair does not assist with this line of credit in any capacity, and the customer must work with Citibank on these reported fraudulent purchases. Our customers security is very important to us, and we are constantly working to increase our security measures.
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.comInitial Complaint
06/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered an outdoor dining set from Wayfair on June 24th I recieved the set on June 26th the chairs were fine, the table on the other hand was not a table. I have company coming on the 28th so I need to get a table quickly. I called to resolve the issue Wayfair tells me I have to wait for the manufacturer to email me back in 1 to 2 days to resolve the issue. What! So now I have no table and have to wait for the manufacturer to email on next steps! I purchased from Wayfair not the company that makes the product. I wanted to return the whole thing since I need to get something else. They will not do anything until I speak with the manufacturer. Unacceptable! Wayfair took my $1000 plus dollars but take no responsibility on taking back the wrong product that was shipped. This is why Amazon does things right.Business response
06/27/2024
To Whom It May ****************** apologize for the inconvenience 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. We stepped outside of our return policy and refunded the customer in full for the outdoor dining set.
The customer placed their order on June 21, 2024, for the outdoor dining set which arrived on June 26, 2024. Regrettably, they received a wrong dining table instead. We are working with our warehouse to ensure this kind of error does not occur in the future.
We reached out to the customer to further apologize and offer assistance with their return. If the customer has any additional questions, they may contact the ********** at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comInitial Complaint
06/26/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I ordered 2 vanity tops that indicated sinks were included not only in the product name but also in the list of whats included and the description. After the purchase was made Wayfair reached out to tell me that there was an error and that sinks were not included and I needed to purchase those separately. By the time I was notified they had already changed the name removed any indication that sinks were included from their website. However they still failed to remove it from their description. When I expressed my discontent they offered me 10% off and an apology. This is false advertisement and I need them to remedy their mistake by making an fair offer to solve this issueBusiness response
06/27/2024
To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
The item was incorrectly listed with 8.46'' Stone Single Bathroom Vanity Top with Sink and it did not come with the sink. 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 full refund to the customer. We are also working with the customer to find a resolution.
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.comInitial Complaint
06/26/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Originally ordered this piece 5/6/24.Still no delivery update. Have replaced the originally missing item at the end of may d/t the company not knowing where product is. Again, product lost. Still waiting. Nobody in customer service knows a single thing. Including management. Still waiting for product to deliver. Terrible communication. Even worse company. Read reviews, this is not a new thing for them.Business response
06/27/2024
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 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.comInitial Complaint
06/25/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered three white curtain sets of two panels each from Wayfair and they send me gray ones. I used the return and chat feature to contact customer support and they offered me to send correct white curtain as a replacement and for me to return the gray ones. I provided pictures and had to go for a lengthy chat and upload more and more pictures just to prove my point. They send me the replacement which is the same gray curtains and when trying to get a full refund I am offered to keep them and only to get a 20% refund and no option for a full refund and in addition they want me to pay return shipping for their mistake.Business response
07/01/2024
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.comInitial Complaint
06/25/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Purchased product on Wayfair.com:Nightstand set in Natural Oak by Bayou Breeze Product Shipped by Company: Nightstand set in brown by Sicota Products are not from same manufacturer, they differ in color as advertised in webpage. (One is dark brown, the other natural oak)Deceptive business practice.Company shipped a generic product that was not the one promised in webpage. Company refused to pay for return shipping, charged $36 dollars for return shipping.Company had the audacity to say the products were the same, just different manufacturers. Regardless, thats not what the customer purchased, as customer was expecting a product from Bayou Breeze.Business response
06/26/2024
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 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.comInitial Complaint
06/25/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered a 3-piece outdoor sectional sofa on May 27, 2024. Received corner on June 4, and left side on June 5. As of June 25, have not received the right side at all. Hook to attach arm to left side is too short to hook on to the attachment part inside the arm, therefore arm cannot be attached. Chatted with customer service on June 6, offered to send new arm. Received email on June 7 that I would receive a replacement unit instead--unclear what part that referred to. My account shows 3 different items as 'shipped' with expected delivery dates in the past, and no further updates from Wayfair. The chat function on my account has been disabled (which is so infuriating--it works until I log in to my account, then the chat window is blank no matter what I do, no matter what browser I use). I phoned customer service and they were unable to provide any further information about why the rest of my order is stalled. I have been charged the full amount for one functional corner piece, a defective left side, and no right side, with no shipping updates at all on any of the outstanding items in the last 12 days and no recourse offered.Business response
06/26/2024
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 ****** A at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer response
07/04/2024
[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
5,347 total complaints in the last 3 years.
1,859 complaints closed in the last 12 months.