Business Profile

Furniture Stores

Wayfair, LLC

Headquarters

Complaints

This profile includes complaints for Wayfair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,916 total complaints in the last 3 years.
2,122 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/03/2022
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.
My husband and I spent $3,000 on a leather couch that was advertised as genuine. After two weeks the couch started cracking. I talked to customer service and we would have to pay for shipping and take time off for someone to come pick the couch up. Not to mention the delivery people literally left our couch on our front lawn near a ant hill when it was delivered yet these are the same people that we are supposed to welcome in our home to help us?? I feel like the least wayfair could have done was refund us for most of the order so we wouldnt have to go through this. Or the very least pay for shipping. Its like a slap in the face. We were scammed and they can hardly offer us help.
Business Response
Date: 07/13/2022
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: 07/13/2022
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 am beyond frustrated right now. I have replied to your emails multiple times and have not received a response. I tried expressing that I work during your operating hours and cant take a personal call. I am a real estate paralegal and spend the majority of my day on the phone. I have attached proof that I have responded below.

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
Date: 07/21/2022

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 *********************** at **************. We hope this information is helpful in resolving the complaint.

Kind Regards,

Wayfair.com

Customer Answer
Date: 07/28/2022
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.
As I stated before I work during your working hours and can not take personal calls while Im working. You have blowed my phone up while Im with clients and trying to work. I replied to your email but Im sure it will just be ignored like all my other emails were. I have reached out multiple times through email and no one is answering. I have attached printout of some of the emails for proof.
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:07/03/2022
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.
I purchased a sofa on January 17, 2022 with an expected delivery of June 25, 2022. A few days before delivery, I logged into my account and saw on my account delivery was backordered until July 9, 2022. Today, I logged on and now delivery says backordered until August 13, 2022. I attempted to cancel this order with a refund after the first delay, but was told it was a special order and could not be cancelled or refunded. I am fed up with the delays. It is unacceptable to have to wait this long. The other point is, if it is a custom order with all these delays, it must not be in production, so I should be able to cancel. Lastly, I never receive notice about delays or the reasons for the delay. I only know about the delays when I log into my account. I am in doubt now if I will ever receive this item. This an expensive item, ******* sofa over $2000. Please help me cancel this order with a FULL refund in the amount of $2509.21 as you can see from the attached invoice.
Business Response
Date: 07/08/2022
To Whom It May ********************* sincerely apologize for the trouble the customer has experienced with their order. As requested by the customer we have issued a refund.

We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice. On May 21, 2022, the customer was notified by email the sofa was placed on backorder for several weeks. They contacted us on May 22, 2022 and requested cancellation of this order. This is a made to order item and once submitted, can not be canceled. We were able to come up with a solution, where the customer is fully refunded.

We reached out to the customer to further apologize for the trouble. 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:07/02/2022
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 ****** Storage Bamboo and Metal Platform Bed by 17 Stories on June 26, 2022 from Wayfair.com & paid $529 + taxes. It was next day delivery but package was stuck at ***** ****** ** location and showing out for delivery for 3 days until I contacted Wayfair and got the product delivered on 29 June. But the product that was sent was not same as ****** low profile bed I bought. It was in package of some different company called Zinus. I checked zinus sells exact same bed for $359. I informed Wayfair and requested full refund. Support representative confirmed that Ill get full refund without mentioning anything about return shipping cost. Wayfair deducted $50 return shipping cost from the refund on July 2nd. I contacted Wayfair again to get full refund but it was declined. I feel Im cheated by Wayfair for the mistake on their part. They gave me a reason of white labeling company but it was wrong because label on the product was zinus and not the ****** bed by 17 Stories which I purchased on Wayfair.com. I m requesting return of $50 which was charged to me as return shipment.
Business Response
Date: 07/12/2022
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 ****** Storage Bamboo and Metal Platform Bed..

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. 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 process. We have not been able to confirm the tracking provided. We have stepped outside our policy and issued a full refund in the form of store credit.

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 ******** Garrett at ************.. We hope this information helps resolve the complaint.

Kind Regards,
Wayfair.com
Initial Complaint
Date:07/02/2022
Type:Sales and Advertising 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.
Wayfair is being FRAUDULENT in their sneaky business practices. Wayfair tricked me into thinking my promo code applied to my purchase, and then charged me the full price of the purchase. This is in regards to Order #********** that totaled to $985.47, which I placed on Wayfair's website on 7/2/22 around 5:16PM PST.I received a promo code from Wayfair (Promo Code: 78JUCTD9CF7M) to save 10% on a purchase if I made the purchase by expiration date of 7/14/22. I bought 3 counter stools on Wayfair's website - While I was checking out, I inputted the promo code and the page updated to say that the total price would reduce by $90 (with the 10% discount applied). When I then finalized placing my order - lo and behold - Wayfair actually didn't include the 10% discount, so I ended up paying the full price of $985.47. I was confused and tried going through the checkout process again, but received a message that the promo code had expired (even though it wasn't applied). I wish I had taken screenshots of my checkout, but I didn't know Wayfair would play tricks to MAKE MORE MONEY BY LYING.Desired Resolution: Receive the $90 funds back onto my credit card ending in ***** and right the wrong.
Business Response
Date: 07/07/2022
To Whom It May ****************** sincerely apologize for the experience the customer has had with their order and the technical glitch that the customer experienced while placing their order.

I applied the promotion code to the customer's order to apply the discount the promotion code would have provided her at the time of purchase.

If the customer has any additional questions or concerns, we invite them to contact *********************** at **************. We hope this information is helpful in resolving the complaint.

Kind Regards,

Wayfair.com
Customer Answer
Date: 07/13/2022
[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,

*******************
Initial Complaint
Date:07/01/2022
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.
January 2022, Wayfair agreed to refund me for transaction ID ***************** (account *********************) for the amount of $824.89 for a defective piece (I have an email supporting this) . I called back a few times (3 times), only to be told each time the refund was processed incorrectly, the 3rd time (April 1st email from ****** C, case manager) they said they had done it correctly, I have an email stating this. Dispute is getting Wayfair to process the refund they committed to.As of July 1st, I never received the funds. I have been in regular contact with *******************, Supervisor Specialist who insists the refund was done, yet could not provide any proof and said it is PayPals problem and I needed to take it up with them. I have been in contact several times with PayPal on this processed refund and they have search for any issue refund, but have found nothing from Wayfair or this amount issued to me.
Business Response
Date: 07/11/2022
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 refund.

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 Answer
Date: 07/19/2022
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.

They are supposedly working on resolving but I will not accept the resolution until they actually provide the refund. Which they say could be 4-6 weeks. I've heard this 3 times - this is not the 4th time they say they've processed it.

CC in the Wayfair advocacy team working on this, as I informed them I would not be satisfied until I actually receive the refund they said they would provide

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
Date: 07/26/2022
To Whom It May ****************** sincerely apologize for the inconvenience caused to the customer. It is never our intention to mislead our customers, and we truly regret it when these infrequent errors occur.

In an effort to rectify the situation we reached out to the customer to further apologize for the issues. We have issued a check and have sent the customer the tracking number for the refund being sent by UPS.

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:07/01/2022
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.
I recently ordered a piece of furniture (order **********) and paid a total of $682. The item has not yet shipped but is now on sale for $592, a $90 difference. Birch Lane will not honor the price difference on their own product and is refusing to cancel my order or return the bed and let me purchase it at the sale price.
Business Response
Date: 07/08/2022
To Whom It May ********************* apologize for the inconvenience the customer has experienced with their order. The customer ordered the bed on June 6th, 2022. The customer contacted us on July 1st, 2022 to request a price match.

Wayfair invests in everyday low pricing to benefit all of our customers. In order to ensure all Wayfair customers are receiving the most competitive pricing, we no longer offer price matching. We work hard to provide our customers with the best prices available on the market. Therefore, our prices fluctuate to match our goal: to remain competitive and provide our customers with the lowest prices possible.

We have reached out to the customer to see if further assistance is needed. 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: 07/08/2022
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.
Becky's response is inaccurate. I ordered this bed on June 26, 2022 and requested the price match on July 1 - less than 1 week later and BEFORE the item ever shipped. By not adjusting the price OR allowing me to cancel the order to re-place it with the better price, this represents predatory pricing.
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,
Miranda

Business Response
Date: 07/15/2022
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 *********************** at **********. We hope this information is helpful in resolving the complaint.

Kind Regards,

Wayfair.com
Customer Answer
Date: 07/18/2022
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.
Wayfair is not providing any resolution. I prefer to work through BBB at this point and not direct calls.

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,
Miranda

Business Response
Date: 08/02/2022
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 *********************** at **********. We hope this information is helpful in resolving the complaint.

Kind Regards,

Wayfair.com
Customer Answer
Date: 08/02/2022
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.
This was a non-answer. Extremely dissatisfied with Wayfair.
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,
Miranda
Initial Complaint
Date:07/01/2022
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.
The vendor (e.g. Wayfair) after accepting my order for an item (e.g. a charcoal grill) offered via their website, cancelled my order a few days later saying that the item was no longer available, since it had been discontinued at the price I placed the order; however, that a similar item (actually it is exactly the same charcoal grill) was available at their store (at a much higher price) for which I could place a new order....I placed the order (and Wayfair accepted it) at $89.20, now they are offering me to by the same item at $446.00 (a huge price difference as you can see...)I communicated with the vendor and let them know that their behavior was misleading and absolutely unfair. I kindly requested them to pls. review their decision and comply with my order, but they refused again.I am attaching copy of my correspondence with Wayfair, where my above statements can be clearly corroborated.What I want is for the vendor to comply with their offer, and deliver to me the charcoal grill at the price they announced it, and that I bought it from them.Thank you very much for your time and kind intervention.
Business Response
Date: 07/07/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order due to stock status discrepancies on site. To resolve the issue, we have started the process of removing the listing from our clearance center.

We offer many items in our clearance center (previously purchased and returned merchandise) at a significant discount. While the returned clearance item was listed on our clearance center as being available, there is currently no returned stock available. It is never our intention to mislead our customers and regret it when confusion like this occurs. We sincerely apologize for any inconvenience.

We have reached out to further apologize. 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: 07/07/2022
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
This is clearly a "hook and switch" malpractice by the seller.

Regards,
******

Business Response
Date: 07/12/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order due to stock status discrepancies on site. Wayfair updates the sites as soon as possible.

We offer many items in our clearance center (previously purchased and returned merchandise) at a significant discount. While the returned clearance item was listed on our clearance center as being available, there is currently no returned stock available. This is due to multiple customers ordering at the same time. It is never our intention to mislead our customers and regret it when confusion like this occurs. We sincerely apologize for any inconvenience.

We have reached out to further apologize. 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: 07/18/2022
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.
[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.]
The vendor has accepted their mistake and trying to provide a gift certificate (attached), but they are having again issues with their system, so I have not being able yet to use it in their store to acquire a replacement 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,
******

Business Response
Date: 08/01/2022
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 placed the order and have resolved the issue with the customer.

If there are any further issues, we invite them to contact ***************************** at ************. We hope this information is helpful in resolving the complaint.

Kind Regards,

Wayfair.com

Customer Answer
Date: 08/03/2022
[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,

*************************
Initial Complaint
Date:07/01/2022
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 called wayfair to request purchasing replacement loveseat cushions, I was advised by the 1st representative that my cushions were under warranty and a replacement set would be sent. I advised the agent upfront I didn't think I purchased a warranty and was told the loveseat came with a warranty. I was told 2 seat and 2 back cushions would be sent as replacements. I did receive the 2 back cushions but not the 2 seat cushions. I called wayfair and spoke to a 2nd representative, I was advised that there was an order for replacement cushions but I only received the back cushions, the 2nd representative told me they were very sorry and placed a 2nd order for the seat cushions to be replaced. I waited a few weeks didn't see the replacement order on their website changing status, so I called and spoke to a 3rd representative who also advised the cushion were under warranty and were simply delayed due to supply chain issues. I waited another week and called again spoke to a 4th representative and was told the cushions were on back order and would be on their way. The 4th agent double checked my email and advised I should get email updates to the delivery date. I waited again and sent an email asking if the replacement order could be regenerated since it seemed like the initial order was stuck. I then received an email stating the first 4 agents had lied to me. This 5th agent advised the reason for the replacement was not covered under the warranty and she had canceled the order and sent me an email stating my order was cancelled per my request. I never requested the replacement to be cancelled. So now All 4 agents under the same training, advised me the same information, and a 5th agent advises me the opposite. Seems to me if 4 customer agents all tell a customer the same Info but all 4 agents were somehow trained wrong, that isn't my fault. They need to honor what I was told and send the cushions and then handle their training issue separately.
Business Response
Date: 07/12/2022
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 difficulties.

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 Answer
Date: 07/14/2022
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; the only rely I received was an email stating a woman name ***** had already reached out to me. I found her email and replied to her that i had not gotten any resolution emails from her or any other agent of wayfair. I have not heard back since.Best regards again,***********************************
Business Response
Date: 07/21/2022
To Whom It May ********************* sincerely apologize for the experience the customer has experienced with their order.

Internally we will ensure service representatives provide information in ways that not only address customers' concerns but that they are proactive in getting the answers to questions that are not readily available.

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 Answer
Date: 07/23/2022
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
Hello, I am contact with ***** from Wayfair, who is attempting to order the cushions from the supplier. Since the cushions have not been shipped as of yet, I do not want my complaint closed until they have truly rectified the issue.
I appreciate the steps being taken by ***** and feel she will get them sent off and as soon as Wayfair confirms they have actually shipped the replacements, I will accept their resolution response and actions happily.

Regards,
*******
Initial Complaint
Date:07/01/2022
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 massage chair from Wayfair and it was damage so I was trying to return it but but in my account it said, partially delivered so I waited and waited for that to change but it never changed. So I contacted customer service but they told me its out my return policy. I got call from ****** from Wayfair executive resolution team and she told me she cant help me. So Im exhausted at this point because I dont know what to do. My order number is #**********.
Business Response
Date: 07/04/2022

Formal BBB Submission:
----------------------------------

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
Initial Complaint
Date:06/30/2022
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.
Hello. I ordered 9 bedding items from Wayfair on November 26, 2021. Some of the items were damaged and inaccurate due to the images on the website. I asked for the items to be returned and sent the items back all items under the tracking information **** **** **** through ***** shipping. This package was dropped off at an access point location to be returned. Upon checking I noticed that my items were delivered to the company but no refund was issued. I contacted them to see the issue and they are telling me that I waited too long when they should have refunded my money without me having to contact them. Once the items have been returned theres an expectation from them to uphold their part of the deal and issue my refund and they did not do that. They waited until the time has passed to then tell me it was way past the date. After contacting them I notice I was sent $62.19. This amount should have been $274.52. All items were sent back therefore I should have received the entire refund. I contacted the company back to resolve the issue and the account executive assigned to me stopped responding to my email. I have been trying to contact the person since and no response. When I call the customer service line they are telling me they cannot do anything on their end I have to talk with the account executive. Its been such a long time and they are still ignoring me. Its unfair for them to get the items I returned and not give me my refund. They are telling me I have to just call it a loss when they got the items and refuse to refund.
Business Response
Date: 07/01/2022
To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order.

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. The customer did not use the provided return labels so we were unable to confirm the return in the system. We have now been able to confirm the returns with the tracking provided. We issued a full refund.

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

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