ComplaintsforWayfair, LLC

• Initial Complaint

  11/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I place an order and paid for expedited shipping to be here on 11/4 and they have not even shipped the order. Its a scam. Will never use Wayfair again.Wayfair Order #**********

  

  Business response

  11/10/2021

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

  Customer response

  11/10/2021

  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 went through the process on their Website to cancel an order. I never heard from them in 48 hours as it stated. I want no further contact from them. We will never order from them again!
  
  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,

  *******

   

   

  

  Business response

  11/19/2021

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order.  
  
  As requested by the customer on 11/9/2021, their order for Plug-In Powered Security Light was canceled and all charges have been fully refunded. 
  
  We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is delayed without prior notice.  They contacted us on 11/4 and requested the cancellation of this order. We reached out to the customer to further apologize for the trouble and provided them with a coupon for their next purchase. 
  
  If the customer has any additional questions or concerns, they may contact Trixie N at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer response

  11/22/2021

  [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

  11/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ITEM WAS NEVER DELIVERED AND ITEM WAS NEVER RECEIVED INVOICE : **********

  

  Business response

  11/10/2021

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order.
  
  The order was placed on July 18, 2020, for the total amount of $920.11. Wayfair charges the customers payment method as the item(s) are shipped from the warehouse although we do **** the card on the day the order is placed to ensure funds are available for when the order ships. On July 18, 2021, the card on file had a marked charge for $920.11 for the amount the order was placed for. This payment was voided and we attempted to charge the amount for the order in the amount of $920.11 once the item shipped but we were unable to process the amount with the card on file.
  
  The customer may see the outstanding balance by going into their Wayfair account for this order. The customer will need to work with the financial institution that is contacting them for the completion of payment or to dispute the charges.
  
  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.com

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been missing order ********** For a week now!!! It never delivered!!! The last agent told me I had to wait 6 days from the day it was supposed to be delivered for me to get my refund!! I waited 7 and they said they have to research further and I have to wait another 5 days!!!! Absolutely ridiculous!! To keep customers waiting almost 2 weeks! ***** claimed the package was lost. Wayfair needs to give me my refund, I would never recommend them to anyone at this point.

  

  Business response

  11/10/2021

  To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we fully refunded the customer for the 2 Bowl Elevated Feeder.
  
  The customer placed their order on October 21, 2021, for the 2 Bowl Elevated Feeder. The customer contacted us on November 03, 2021, to inform us the 2 Bowl Elevated Feeder did not arrive but was marked delivered.
  
  We have reached out to the customer to further apologize and offer assistance with their order and a full refund has been issued as of November 4, 2021. 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

  11/03/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I received an email on an outdoor sectional telling me the item I was interested in went on sale. I went to make the purchase and what it was telling me I paid was different than what they charged me, they charged me $600 more. I want them to honor the price that was in my online cart when I ordered it. The screenshots have the price discrepancies.

  

  Business response

  11/10/2021

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding a pricing discrepancy. The customers order has been canceled and the pending charge has been voided.
  
  We do our best to ensure our products are listed with the correct and most up-to-date information. Regrettably, when the customer placed their order for the Kordell 7 Piece *********************** with Cushions, the item was listed with the incorrect price as it was in the process of being updated. We deeply regret any inconvenience this error caused to the customer and have updated our listing accordingly.
  
  We reached out to the customer to apologize and offered a discount on the listing price. If the customer has any additional questions or concerns, they may contact ***************** at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer response

  11/10/2021

  [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

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had purchased a couch on August 25, 2021 and ended up canceling the order within 24 hours. I was told they could not cancel it and would have to redirect the order. I also disputed the charge with my credit card company in the amount of *******, which was the purchase amount. That amount was credited back to me from Wayfair on October 3, 2021 and the dispute was closed on October 22, 2021 through *********** Wayfair has now charged me again, on November 1, 2021, for the same couch which on their end shows credited and they received back on October 3, 2021.

  

  Business response

  11/10/2021

  To Whom It May ****************** sincerely apologize for the trouble the customer experienced with their refund. We have confirmed the Audrina Sectional in the natural and ***** patterns have been returned back to our warehouse. 
  
  Upon returning the product Wayfair would refund the purchase price back to the customers original method of payment. However, the Customer has filed a credit card dispute with their banking institution, thus blocking the refunds. The disputes are still currently under review by the bank. Any questions regarding the refund status should be directed to the customers financial institution.
  
  If the customer has any additional questions or concerns they may contact ***************************** at857-306-1636. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  11/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a door from Wayfair on 9/11/21. They gave me a lead time of 4-5 weeks for delivery. On 10/27 I received a delivery scheduling email that said the door would be delivered on 10/30. At 7 am on 10/30, we received another email canceling the delivery. *hen we called customer service, they said that the delivery was canceled because the warehouse could not locate the door. *hen I spoke with a supervisor, ***********************, and he admitted that the door was scanned into the warehouse facility in Manassas from the carrier on 10/17, but that there were no location scans for the item after that. ***** talked to the warehouse department and asked them to conduct a "dock search". This attempt lasted less than 12 hours and they were unsuccessful in finding the door.***** left me a message saying that the only resolution was a refund or replacement. I called him multiple times and he refused to answer or return my calls. My contractors were scheduled to install this door once we received a delivery date confirmation, so now my house is covered in plywood waiting for this door.Requested another supervisor and was connected to Matt * (who refused to give his full name). He said that once their 'dock search" was completed and unsuccessful, they consider the item "lost". He refused to attempt another search for the item despite admitting that it was scanned into the facility.*ith long lead times for home construction materials, it is my contention that someone at the Wayfair Manassas facility stole my door as it was offloaded from the carrier into the Wayfair facility and sold it out from under me, as doors do not have the ability to leave a warehouse facility on their own.

  

  Business response

  11/04/2021

  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 offered assistance with their purchase.  We are currently working together toward a resolution regarding this matter.
   
  We invite the customer to contact ***************************** ****************. We hope this information helps resolve the complaint.
   
  Kind Regards,
   
  Wayfair.com

• Initial Complaint

  11/03/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered a table and received it on October 29, 2021. When it arrived and was assembled we ( the delivery guys and I ) noticed that the side of the table top had some damage. It was noticeable.I was assured that I would be able to get a new table, or a substantial credit on this table, - but it would be reasonable. After sending photos of the damage, I was offered less than 5% credit for the damage, so I chose to get it replaced. I was notified the table is no longer available. I have already ordered chairs to fit the table, therefore I really need to ** to make this table work. I feel the offer of such a low amount is not reasonable, and they have made no offer to fix the table. I have done business with Wayfair before and they have always been very reasonable with their solutions. As a consumer, I would like this practice looked into by the BBB. After reading some of the other complaints - I am wondering if they have a new Resolutions Manager - Shaye - and if she is the only person on the whole team?? She says shes sorry - but she isnt - its like shes reading a script - Not what I would say customer service is supposed to be.

  

  Business response

  11/08/2021

  To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we have provided the customer a discount for the damaged table on November 8, 2021.
  
  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 October 29, 2021, the customer notified us the Otago Dining Table they ordered and received was defective. Regrettably, the defect issue was not properly addressed to the customers satisfaction. We understand the customers situation and agree we should have certainly worked with her to resolve the issue to her satisfaction 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
  

  
  

  Customer response

  11/10/2021

  [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

  11/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a $3380 dining table. I have several issues 1. Item is not solid wood as in description 2. Side edge of table is veneer with a strip of veneer missing 3. My extension panels are missing 4. The table legs are shipping separately without any tracking information. 5. **************** brought table inside my house without wearing any masks. When I asked the Drivers to put their mask on they said well the table is already inside and were done. 6. I provided wayfair executive with pictures of damages including chipped edge and surface damages. All of this for a 4.5% discount which was then pushed to 200$ on a 3380$ table. When I challenged them on their damage policy, they said I would need to send the table back and then after assessing damages they would see if its deemed as damages. Basically calling me a liar. Their policy clearly states that they would replace in exchange for a new one, refund and return. HORRIBLE EXPERIENCE NOT WORTH THE HEADACHES! I have an interview in a week with *********** to speak about this experience and to warn potential future customers. I am also seeking legal action for this ordeal! Negligence by this company is deplorable. I have two elderly parents living in house, what would happen if one of the Drivers was positive for covid????

  

  Business response

  11/10/2021

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

  Customer response

  12/01/2021

  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 not received a resolution from Wayfair. I previously responded to multiple emails of theirs and I was awaiting a call back and my complaint seems closed on this end. This is an urgent matter
  
  Thank you
  

  
  

  

  Business response

  12/06/2021

  To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
  
  The customer placed their order for the Bewdley Tristle Table on October 10, 2021. The Bewdley Tristle Table was, regrettably, delivered with several incorrect or damaged parts on October 27, 2021.
  
  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.  We ordered the correct parts and regrettably, they were damaged upon arrival at the customer. We offered a full replacement or refund to the customer in which the customer requested the refund.
  
  We work hard to create an effortless experience for our customers, and we apologize this wasnt the case with this order.  We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage.  We have address the lack of follow-up with the customer and will follow up internally regarding any training opportunities associated with this order.
  
  We reached out to the customer to further apologize for the trouble.  If the customer has any additional questions or concerns, they may contact *********************************** ************.  We hope this information helps resolve the complaint.
  
  Kind Regards,
  
  Wayfair.comTell us why here...

• Initial Complaint

  11/02/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a bed from Wayfair.com on July 16, 2021. The order # for this bed was #**********. (At the time I opened a Credit Card with Wayfair which offered a 12 month same as cash agreement for payment of the bed.) The delivery was scheduled for August 11, 2021. When they delivered the bed it was clear that it was severely damaged in the wood as well as the connected parts. I called Wayfair and explained that the bed was improperly assembled and that the wood was broken up. They agreed to deliver a new bed on August 25, 2021 and remove the broken up one at that time. On August 25, 2021 another bed was delivered with more of the same problems: damaged wood, damaged headboard, damaged bedframe, etc. The delivery man took both beds back and reported the problem to Wayfair. I also called Wayfair and at that time they told me that I would be refunded for the entire cost of the bed, and that the money that I had paid to the Wayfair ******************* would be refunded to me. On that same day, I received an email from Wayfair confirming that I was due a refund to my original form of payment of $1,754.26. I had already paid the Wayfair credit card company $300.00 toward the cost of the bed. On September 21, 2021, I received a call from ********** the case manager at Wayfair telling me that my $300 refund has not been issued yet, however, they are "working on it". I have received at least five emails from ********** the case manager at Wayfair (email received on 9/14, 9/28, 10/5, 10/11, and 10/18) apologizing for the "delay in my refund". I have also received two phone calls from one of the managers apologizing as well (****** on 10/27 and another date).In the meantime I have talked to the credit card company who continually send me send me bills for payment. They have not been advised by Wayfair that I do not owe them any money and that they owe me a $300.00 refund. My last (****) statement from Wayfair ******************* was sent and received on October 30th.

  

  Business response

  11/04/2021

  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 11/3. 
  
  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. Regrettably, the refund was stuck in our system. We have since then on 11/3 corrected the issue and this will be resolved within 3-5 business days. 
  
  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

  11/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of the transaction: October 21, 2021 The amount paid: $1310.02 Order #********** My credit card AMEX ending in ***** has been charged the total amount of $1310.02, the transactionis posted in the account and there is proof of that, includingtransactionsdetails.Wayfair claims that the transaction has been declined and they didn't receive the money and demands me to pay the outstanding balance.I contacted AMEX and Wayfair several times. Wayfair service supervisor ********************* stated that the charge of $1310.02 was declined on the day of the purchase and requested me to open a dispute with Amex. Amex customer service confirmed that the transaction was not declined, it went through and has been posted to the account so there is no reason to open a dispute in this case.American express advised that Wayfaircontacts the payment processor about this charge.If there is no issue on the payment processor side, then the Wayfair ******** services department should contact the ******** services department at AMEX and verify that that the charge went through and has been posted.I submitted all screenshotsand details toWayfairproving that payment has been made and the transaction was posted and requested them to contact the payment processor and AMEX ******** services deparment.I haven't heard any updates from Wayfair and my account still shows an outstanding balance. The burden of the investigation of the issue with the transaction should not be put on me as a customer, I already spent hours of my personal time. The company should investigate and resolve the issue, and remove the outstanding balance since I have already paid for the order.Thank you.

  

  Business response

  11/04/2021

  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. 
  
  We are actively working towards a positive resolution with the customer. If the customer has any further questions or concerns, they may contact ************************* at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer response

  11/12/2021

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

*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. ↩