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 has 12 locations, listed below.

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• 

  Wayfair, LLC

  4 Copley Pl Fl 7 Boston, MA 02116-6504

  
• 

  Wayfair

  550 Depot Dr Ogden, UT 84404

• 

  Wayfair, LLC

  115 Meadow Rd Bldg 200 Dock Doors 140-155 Hyde Park, MA 02136-2361

  
• 

  Wayfair, LLC

  550 S Depot Dr Plain City, UT 84404-1312

• 

  Wayfair, LLC

  3232 Lake Ave Wilmette, IL 60091-1073

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:10/06/2022

  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 an outdoor furniture set and assembly on December 7, 2021 Wayfair Order #**********. The furniture is falling apart and the cushions have mold on them despite description of water resistance and weather proof. I spoke to *******, a supervisor working out of ***** and she says she cannot help me because the warranty is only for 90 days. But I think this is unreasonable and unfair for this purchase.

  

  Business Response

  Date: 10/10/2022

  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, units or offer a full refund for damaged or defective items. On October 05, 2022, the customer notified us that the ***** Outdoor 3 Piece Teak *********************** with Cushions ordered and received was defective. Regrettably, this item was delivered on December 7, 2021, and is no longer covered by the manufacturers warranty.
  
  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 helps resolve the complaint.
  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  Date:10/06/2022

  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 outdoor patio furniture with an umbrella and a base for the umbrella , we had problems with the payment method and didnt think it went threw 2 days later I got a email stating two things shipped and I went onto my account and realized than it did go threw. I called Wayfair immediately due to my account having my old address on file . They were able to change my patio set to my new address but could not change the outdoor rug , umbrella or the umbrella base . I was told to wait until it got delivered to the wrong address and Wayfair would send replacements to my current home address . So as these items got delivered Wayfair replaced the umbrella and outdoor rug . We were still waiting for the base . Now my account is over at the resolution department and they refuse to help me or replace or refund . After Wayfair said they would I have contacted purlator as requested from this department but was told I needed to contact Wayfair as its been a month . They refuse to help me and I already paid for this item and do not have it in my possession . Im asking for a replacement to my actual home address and they refuse . What do I do now because I paid and they wont help me with the umbrella base . Thanks For your time

  

  Business Response

  Date: 10/07/2022

  To Whom It May ****************** sincerely apologize for the trouble the customer experienced with their order. We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers.
  
  For customers who have multiple issues with their deliveries, we advise the customer to dispute the charges with their financial institution. Additionally, we do recommend for customers who have any ongoing delivery issues exploring options such as having orders sent to a neighbor/family member, using the signature requirement options ********* offer, having packages held at a local ***** and *********** points or signing up for ***** delivery manager or *** my choice to be able to make the necessary changes with their shipment.
  
  Once an item ships, we are unable to request an address change for a small parcel item. Once an item is labeled and palletized for pick-up, we are unable to request the address change on it. Since this item was already in the shipping process, an address change was unable to be requested. Since this shipped to the address submitted when the order was placed, we are not able to issue a replacement or a refund.
  
  If the customer has any additional questions or concerns, they may contact Trixie N at ************.  We hope this information helps resolve the complaint. 
  
  Kind Regards,

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:10/06/2022

  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 ordered a bathroom vanity from wayfair. When it came in the whole thing was damaged. It was damaged to the point you cant even use it. I will provide photos below. I also emailed wayfair multiple times with no answer. I spoke on the phone a few times and they always refer me to the executive team. The executive team will keep sending me the same email stating I can no longer order from wayfair and they disregard my complaint. I tried to contact the ceo of wayfair with no response. I am down $1,400 because of an item that is unusable. I let them know the same day it came in that it was broken. I let them know that they can come pick it up since it is taking up to much room in my home for a broken piece. The vanity is still in the box with the marble top all broken. Still in the original packaging. I want a refund and return the product because wayfair wont even let me return it and they have a 30 day return policy they are not following. My order number is **********

  

  Business Response

  Date: 10/07/2022

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced on multiple orders.
  
  We strive to provide our customers with the best shopping experience. Regrettably, due to the significant number of reported defects and damage issues we conclude it would be best for the customer to shop at a brick and mortar store as their experience and feedback indicates we are not the right company to satisfy their shopping needs and standards despite our attempts to fulfill their orders to our highest expectations. 
  
  We will not be reinstating the customers' accounts, as we do reserve the right to cancel orders under our order acceptance policy, which can be viewed here:  https://bit.ly/2gOwUm6   Certain orders constitute improper use of our sites and the Wayfair Rewards Program.  Wayfair reserves the right, at its sole discretion, to refuse or cancel any order for any reason. A customers account *** also be restricted or terminated for any reason, at Wayfair's sole discretion. Items purchased pursuant to a quantity discount *** be re-priced upon cancellation.
  
  If the customer has any further questions or concerns, they *** contact Trixie N at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  

  Wayfair.com
  

  
  

  Customer Answer

  Date: 10/07/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello,

  As stated from before I do not want to be able to order from wayfair anymore that is fine. I dont want my account reactive dom wayfair. I want be able to return my item that I received damaged. As you can see in the pictures the item I got is broken and unable to be used. My problem is wayfair wont let me return my damaged order. From the pictures you can see it is damaged to the point of no use. I dont care if I returned multiple items from before. This should not defeat the purpose of returning this damaged bathroom vanity. I have emailed there executive team multiple times with no answer but a generated message. My problem I want to return my item! 
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Nelly

   

   

  

  Business Response

  Date: 10/20/2022

  To Whom It May ********************** sincerely apologize for the trouble the customer has experienced on multiple orders. We will not be reinstating the customers' accounts, as we do reserve the right to cancel orders under our order acceptance policy, which can be viewed here:  https://bit.ly/2gOwUm6   Certain orders constitute improper use of our sites and the Wayfair Rewards Program. 
  
  
  Wayfair reserves the right, at its sole discretion, to refuse or cancel any order for any reason. A customers account *** also be restricted or terminated for any reason, at Wayfair's sole discretion. Items purchased pursuant to a quantity discount *** be re-priced upon cancellation. This also includes no longer able to service orders, including setting up returns or issuing refunds.
  
  
  If the customer has any further questions or concerns, they *** contact Trixie N at ************. We hope this information helps resolve the complaint.
  
  
  Kind Regards,
  
  
  Wayfair.com

• Initial Complaint

  Date:10/06/2022

  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 console table on Sep 30. The item was delivered on Oct 5. The item came in a damaged box and the carrier advised that if they don't see the item inside due to damage that they still deliver the package. I decided to open it fully and assemble. The item had cracks and chips all over it as well as one leg not being able to lay flush to the base due to the damage. I contacted Wayfair by phone and was told to provide photos by email. Once the agent reviewed the photos and advised the shipping time for a replacement I decided to get a refund because I needed the item within my initial timeframe. I was told that I would get a refund and to watch out for my emails. I never received an email and had to call back AGAIN! The next agent said I have to wait on the supplier to email my before Wayfair will refund me. WHY AM I WAITING ON A RESPONSE FROM A SUPPLIER AFTER ORDERING FROM WAYFAIR?! WHY AM I ASKED TO SUBMIT PHOTOS TO STILL HAVE TO WAIT?!! They will not provide me with the supplier email or directly and continue to suggest that I wait. I WANT MY MONEY BACK AND ILL BE SURE TO POST A REVIEW EVERYWHERE ON HOW WAYFAIR HANDLES DAMAGE ISSUES AND REFUNDS.

  

  Business Response

  Date: 10/07/2022

  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 ****** N at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  

  Wayfair.com
  

  
  

• Initial Complaint

  Date:10/06/2022

  Type:Customer Service 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.

  Wayfair, LLC family of brands including, but not limited to, Wayfair, Joss & Main, Allmodern, and Perigold do not provide consumers an option to opt-out of physical catalogs either via website, email or telephone if you call customer service. Despite attempts to remove myself from the mailing list, I continue to be assaulted with 3-4 catalogs quarterly despite not making a purchase through their family of brands. I do not have a way to remove myself from their postal mailing list despite the disinterest in their wares. I received verbal confirmation from Wayfair customer service on 10/6 that the only way to remove myself is to ask the post office to stop delivering the catalog to me- a "resolution" that absolves the company of responsibility since the catalog will still be sent.

  

  Business Response

  Date: 10/10/2022

  To Whom It May ****************** sincerely apologize for the experience the customer has experienced 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 *********************** at857-306-4164. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  Date:10/06/2022

  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.

  Wayfair, was rude and unprofessional. They never delivered any item to my door and I had to hire someone to have items brought to my 3rd floor apartment. I gave my address and apartment number many times but they kept delivering it to the mailroom. Above all, there was a LIZARD on the items!!!! Yes, a LIZARD. The third party Handy that was hired to assemble my bed frame saw it as well. DISGRACEFUL! I won't a complete refund!

  

  Business Response

  Date: 10/14/2022

  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 *********************************** at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  Wayfair.com
  
  

  Customer Answer

  Date: 10/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I have filed a dispute with my financial institution about the matter and should not be responsible for a purchase that was shipped with a lizard on it. Please assist. I made numerous attempts to get assistance and Wayfair was unprofessional. I will not subject myself to further unprofessional behavior.
  
  **************** 

  

  Business Response

  Date: 10/26/2022

  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.com
  
  

• Initial Complaint

  Date:10/05/2022

  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.

  Order - ********** The rug I purchases is defective. I started unraveling at about 20 days after purchase.

  

  Business Response

  Date: 10/14/2022

  To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. 
  
  The customer has experienced a higher than average rate of orders with issues such as damaged or defective items. This certainly isnt the experience we want for our customers, and sincerely apologize for the issues they have had. Our specialized Executive Resolution Team has been tasked with assisting the customer to ensure we are working to prevent further issues for the customer.
  
  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. The customer placed their order on April 27, 2022, for the Rug, which arrived on April 30, 2022.  The customer contacted us on May 3, ****, requesting a price match. Because the price match wasn't granted, the customer requested a return. The return was initiated along with labels being sent to the customer. The return was never received. The labels expired on June 5, 2022. The customer contacted us on August 8, 2022, reporting the rug was defective. 
  
  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:10/05/2022

  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.

  Wayfair advertised, and continues to advertise, their product (file cabinet) as "solid wood". https://www.wayfair.com/furniture/pdp/millwood-*******************************-****************************** They are not. They are laminated non-wood material significantly inferior in quality and value. Upon complaint (via website chat) on 09/22/2022, a discount of 15% was offered, accepted, and provided. Regardless, I did not receive what was advertised, expected, or desired. I would not have purchased this product if I knew it was not solid wood including the 15% discount. And as this is permanent home office furniture, this disappointment will remain the case for the foreseeable future.The customer service agent (who offered the discount), acknowledged the advertisement was false, and assured me the website would be updated expeditiously to preclude others from likewise being deceived. Attached is a screenshot of the relevant portion of the "chat". The Wayfair product website includes a customer review dated 11/12/2021 stating "Says it's solid wood, but it's not. It's made of particlecrap. Instructions are almost useless. NOTHING is flush. Would recommend as a gift to frustrate your worst enemy." https://www.wayfair.com/furniture/pdp/millwood-*******************************-****************************** The website has not been updated as of the time of this complaint (8:15pm EDT 10/5/22). Wayfair has received multiple customer notifications of the false advertisement dating back at least 11 months, and despite assurances to stop, they are continuing the deceptive practice.

  

  Business Response

  Date: 10/14/2022

  To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
  
  On September 22, 2022, the customer notified us they received the delivery of the Luciele 2-Drawer Vertical Filing Cabinet that was not made of solid wood as listed on the website description. A discount to keep the cabinet was offered to the customer and processed on September 22, 2022. The refund was issued to the customer on September 23, 2022.
  
  It is never our intention to mislead our customers, and we regret when these rare errors occur. We deeply regret any inconvenience this error caused to the customer and have taken the necessary measures to have the listing updated accordingly.  
  
  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:10/05/2022

  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 purchased two duvet (covers)? thinking they were duvets according to the photo that was provided. With tax and shipping, the purchase came to $34.87.The product(s) arrived in a box and once I saw the items, I was truly disappointed in the quality and the product overall, so I contacted the customer support for post-sales. I told them what the situation was and that I wanted to return the items. Returning the items is not the issue, they are willing to accept the returns. My issue is that I want a refund of $34.87 total, and I send them back or they can take them back freely, but the entire amount spent, $34.870 should be refunded. What they want to do is charge for just the duvet (not the shipping that I paid for, and to ship them back they want to deduct $6.87 from the price of the two duvets and refund that. I was going to offer to exchange the duvet for something else and pay the difference, plus the shipping, but after speaking with customer service, I don't want to do any business at all with Wayfair. If shipping was free, that would not be a problem, however, I paid for shipping, and I am responsible to shipping it back. Therefore, I feel that I should receive the $34.87 and I ship them these items back on my own or through customer service taking care of the shipping cost. Either way, I want a refund of $34.87

  

  Business Response

  Date: 10/14/2022

  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 Microfiber Duvet Cover Set.
  
  We are proud to offer our customers our 30-day 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. We have stepped outside our policy and issued a full refund back to 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 *************************** at ************. ** We hope this information helps resolve the complaint.
  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  Date:10/05/2022

  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 August 23rd, 2022, I ordered a conference room table from Wayfair with delivery and assembly for a total of $1,585.00. I scheduled the delivery for September 12th, 2022. The delivery team showed up and struggled moving the table top. It fell off the truck when they attempted to put it on a dolly. They then refused to lift it when going through the delivery door. Luckily, it's a double door and we could open it to allow them to push it on the dolly. Once at the elevator, they again refused to pick it up. We have a freight elevator that isn't wider than our regular elevators, but has a taller ceiling so it had to be lifted and turned. They refused to do so. It's unclear if there was a language barrier issue. They asked us to call dispatch. We talked to him and the man said that it's considered an attempted delivery, we told him we disagreed, as the elevator is tall enough for the table top to fit. We couldn't force them to do anything so they left. We received an automatic generated email on September 16th saying that the table was being returned and they will refund the table only for $1,350.01 once they receive it. We still have not received that credit even though Wayfair has had the product the entire time. We also sent several emails to the contact on Wayfair's website and have not heard anything back (September 12th, 16th, and October 5th). We would like a full refund given that the issue is that the delivery team was insufficient and needed at least another member to lift it into the elevator. I've attached my emails.

  Customer Answer

  Date: 10/17/2022

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