Buyer, beware! I recently ordered a sofa online and was promised free delivery, presumably to my living room as a rational consumer might expect. Instead, Wayfair through FedEx, dumped my product about a quarter mile away because FedEx would not deliver to my building. I talked to Wayfair about this, and they stonewalled me telling me they would not take it back except at my expense, apparently, if I wanted it delivered to my living room, that would also be at my expense. I talked to their low level, inventory manager, Katie, who sarcastically mocked me for being an attorney, and insulted me, saying, in effect, that despite the fact that you're an attorney, we are still going to stiff you. Bring it on, she said. She said that if they dumped it anywhere on the property, that was delivery. Including a rain-soaked parking lot, or the dumpster? Also, she said, take it up with FedEx, which is ridiculous and insulting, because FedEx already said they wouldn't deliver it and I have no monetary recourse through FedEx. So that advice is just a fascist stonewall. Well, I reported Katie's comments to the bank, and they issued me a temporary refund, which I don't intend to give back until Wayfair delivers on their contract to deliver that sofa. It says on the website touting Wayfair as a wonderful company that they will always give you your refund in a reliable manner. Baloney! They will stiff you and insult you until you give in. Thank you, arrogant Katie, for helping me get my refund. And congratulations on being a pitbull of a low level inventory manager. Oh, and they canceled my order of assembly, possibly because they realized that the sofa would not be in any position to be assembled. Date of experience: August 28, 2023 B K 1 review US Rated 1 out of 5 stars 3 days ago DO NOT Beleive WAYFAIR SALES, they can cancel your order I ordered a nice couch with a really good price on Labor Day Sale period. After I paid for it , I saw the next day my order is back ordered 4 months. I called wayfair and told them it was unacceptable, they told me they have a department dealing with it and also told they were confident that it will arrive much sooner than the shown delivery date. 3 days later I saw that my order was cancelled by myself which I have never cancelled. Reached out to wayfair they said there is nothing they could do, they tried to reach out to the company but could not so they cannnceled my order. However the company has a lot of other furniture ilisted with wayfair for very high prices. They offered me no compensation , when I asked for it, they send me a ten percent discount they should send me a fifty percent at least. Becouse all items' prices were increased at that time and we missed the labor day sale, which did not help at all. Horrible experience, they do not care at all. If something goes wrong you are on your own. Date of experience: September 01, 2023 Reply from Wayfair USA 3 days ago Hello, we are very sorry for the frustration with the fulfillment issues. Should you need further help or assistance on this matter, please visit www.wayfair.com/myaccount. Thank you. E. K. 2 reviews US Rated 1 out of 5 stars Updated 6 days ago This company is an absolute disaster.. This company is an absolute disaster... You would think that because of the particular kind of items they are dealing with (LARGE FURNITURE) they would maybe put extra effort into getting the items to you as described or at least in one piece... If you plan on ordering a large item that you have to wait for, you are taking a serious risk getting it from Wayfair especially if you reside in any particular states that have less than desirable people delivering your items...Good luck. {NOT RESOLVED YET} I stand by my review.... They are not even capable of picking up the problem order when they said they would...Waited all day for them to not show up. As I said, they are a disaster to deal with. Date of experience: August 09, 2023 Reply from Wayfair USA Sep 2, 2023 Hi Eric! We are so sorry to hear that your media console was damaged and had mismatched color. We can see that this has been resolved by our service team, but if you still are in need of assistance, please reach out to us directly by heading to www.wayfair.com/myaccount. Stephanie 2 reviews US Rated 1 out of 5 stars 7 days ago FALSE ADVERTISING - PLYWOOD LABELED SOLID WOOD After I wrote my review last time about the double dining set ordered, Wayfair reached out to me. I had to argue to get shipping paid for on my return and was able to successfully return the dining set. I figured since things were going well I would order a solid wood console table from them. It arrived with some splotches of paint missing. I brought a piece of the table to a carpentry store to get paint to try to paint the pieces myself. Several employees told me the piece was plywood, NOT solid wood. The item itself says SOLID WOOD in the title and description. Several reviews, (maybe fake reviews or people who didn't know better?), said they were happy it was solid wood. I can't believe this company. I am extremely disappointed that I keep having quality issues. Date of experience: September 02, 2023 Reply from Wayfair USA 6 days ago Hello, Stephanie. We are very sorry to hear about your dinning table issues. Please contact us directly if you would like any further help or assistance on this matter. You can do this by visiting www.wayfair.com/myaccount. Advertisement MZ 1 review US Rated 1 out of 5 stars Aug 31, 2023 DO NOT ORDER FROM WAYFAIR!!! Wayfair used to be an excellent company to work with and order from. That has all changed. I ordered a sofa and paid $99 for expedited shipping. FedEx never created the label and the sofa wasn't shipped. So I canceled the order because we needed it delivered by a certain date (thus the expedited shipping). Guess what? They shipped it a week later and refused to honor the cancellation despite admitting that they could see it in their system, claiming that it was "too late" to cancel. How is this possible when the item wasn't even set up with a shipping label yet when I cancelled it? SCAM! Date of experience: August 31, 2023 See Trustpilot reviews directly in your Google searches Milena Zlatarov 1 review US Rated 1 out of 5 stars Aug 28, 2023 Very bad experience I had an incredibly frustrating experience. My order was canceled twice without any given reason. Upon calling them, I was informed that the expected wait time was 30 minutes. However, I ended up waiting for over 2 hours, only to be told that I should take my business elsewhere. I even requested to speak with a supervisor, but my request was ignored Date of experience: August 28, 2023 Reply from Wayfair USA Aug 29, 2023 Hi Milena, This is the email sent to you as to why the order was cancelled. We noticed some inconsistencies in the information you provided for order. To protect you from fraudulent purchases, we’ve canceled the order. We do apologize we could not clear the issue up over the phone. Best Wishes Wayfair Amanda 2 reviews US Rated 1 out of 5 stars Aug 29, 2023 Item price dropped within 48 hrs, won't honor an adjustment Item price dropped $15 within two days. Customer service would not price adjust even though the item didn't even arrive yet. Returns aren't free so I'm just stuck with the higher price. I've never encountered this level of customer service - total BS. Date of experience: August 29, 2023 Reply from Wayfair USA Aug 29, 2023 Hi Amanda! We strive to always bring you competitive prices, but we cannot match promotional prices or any price drops that occur during promotional periods because these are special supplier-sponsored discounts. Thanks Wayfair Proud Mommy 1 review US Rated 1 out of 5 stars 7 days ago I ordered my sofa over a month ago and… I ordered my sofa over a month ago and I still never received it. I keep calling the customer service. They keep telling me it’s still preparing for shipment. They don’t know when I’ll receive it and telling me a bunch of baloney. I’m really upset with this company, and I will not buy from them again. Date of experience: September 02, 2023 Reply from Wayfair USA 6 days ago Hello, we are very sorry for the delivery delays. Great news! Your order has shipped and is scheduled to be delivered Thursday 9/7/23 by end of day. Please contact us directly if you would like any further help or assistance on this matter. You can do this by visiting www.wayfair.com/myaccount. Advertisement Thomas Warden 44 reviews US Rated 1 out of 5 stars Updated 6 days ago A New Low In Abusive Return Practices... A shelf I ordered was received with a crushed corner that was damaged beyond repair... I took a photo of the damaged shelf and proceeded to complete a return request on WFs site... And then the games began... Their site would not "accept" my hi res, very clear image of the damaged item, and therein would not allow me to submit my return request... So then I chatted with a rep who told me they could not initiate a return, but they would email the "seller" (who is WF) and "request" a return... Really...??? Both of these unusual issues are a new wave of abusive return practices being employed by unscrupulous vendors (like WF) trying to waste the customers time and delay returns in the hope the customer gives up and keeps the damaged item... After demanding to chat with a supervisor (who realized they were trying to f-over the wrong customer), the supervisor initiated the return... I live screen record all my chats, so if Way-Unfair thinks they can lie and deny their way out of this negative review, they are sadly mistaken... Wayfair Order #3****3982... Date of experience: August 28, 2023 Reply from Wayfair USA 6 days ago Thank you for the feedback. We are very sorry for all the frustration this order has caused you. Please contact us directly if you would like any further help or assistance on this matter. You can do this by visiting www.wayfair.com/myaccount. Thank you. Michael Marohn 3 reviews US Rated 2 out of 5 stars Aug 31, 2023 Wayfair is a company I would like to do… Wayfair is a company I would like to do more business with based on their offerings and prices. however delays should be expected since they have stocking issues, we bought a couple sofas off of their website and it generally takes months to receive the order with standard shipping. The products aren't bad, but they are not as well made as they should be there is a lot of cheap assembly. If you can talk to an actual person at Wayfair you can have a decent experience. Date of experience: September 01, 2022 James 6 reviews US Rated 1 out of 5 stars Aug 22, 2023 Horrible customer service Horrible customer service. Simply placing an order shipped to other than default address put a hold on the account by Wayfair (not the credit card bank). Their Security Dept does not answer the phone and Customer Service does nothing but transfer and put you on hold. 8 attempts and nearly 2 hours on hold still no result. Mediocre products and no seervice. Why buy form Wayfair at all? Date of experience: August 21, 2023 Reply from Wayfair USA Aug 22, 2023 Hi James! We are so sorry to hear your order was canceled. Once an order is placed, we take steps to verify credit card information with the card-issuing bank. If for any reason we are unable to verify the authenticity of an order, the order will be canceled. Please contact us directly if you would like any further help or assistance on this matter. You can do this by visiting www.wayfair.com/myaccount. Wayfair John 13 reviews US Rated 1 out of 5 stars Aug 23, 2023 Absolutely terrible customer service. Surprised they are still in business. We had a night stand arrive that was clearly a return. It was damaged on all surfaces and was even taped together on the back with packing tape. We decided we would get a refund for this item as it was broke beyond repair and should have been sold as a used item at best. However Wayfair said that we needed to return the product for a refund even though we had already disposed of it. Wayfair expected us to disassemble the night stand, find a new box, and ship this back even though it was damaged on all sides. Date of experience: August 22, 2023 Reply from Wayfair USA Aug 24, 2023 Hi John! Thank you for reaching out. It is a standard practice with online retailers. To ask for the item back in order to be granted a full refund. We may have alternate resolutions to provide if you wish to keep the nightstand as is. Please contact us directly if you would like any further help or assistance on this matter. You can do this by visiting www.wayfair.com/myaccount. Advertisement Chris 1 review US Rated 1 out of 5 stars Updated Aug 31, 2023 Painful experience! Painful experience! I am trying to order a desk and chair on their site. I had questions I asked on chat... the chat staff were more interested in pushing me to the checkout, than actually answering my question. After purchasing the desk and chair, the order was cancelled. I sat on hold for over an hour to speak with a customer service officer who claimed something was wrong with my billing details. Instead of fixing the billing details over the phone, she requested I try the purchase again the next day.... the order is still being repeatedly cancelled. It seems the convenience of browsing and purchasing online is more than negated by selecting Wayfair. It looks like I'm not the only person who's having incredible trouble. Edit: I spoke with Wayfair again. The order is still being refused. I inquired as to the reason, and was told that they have no additional information as to why. They advised I shop elsewhere, and have picked up a suitable desk from Walmart, at $170 (Wayfair was charging $270 for the same / similar desk). Save your time, shop elsewhere. Date of experience: August 27, 2023 Reply from Wayfair USA Aug 29, 2023 Hi Chris! We are sorry for that experience. However, we do take our customers' security very seriously. Don't hesitate to contact us through your My Account. You can do this by visiting www.wayfair/myaccount. Thank you Wayfair T.Trueblood 6 reviews US Rated 5 out of 5 stars Aug 29, 2023 I recently made my first ever purchase… I recently made my first ever purchase from Wayfair. I was not very confident, based on reviews I had read, but I went ahead with the purchase because the item was exactly what I wanted, at a great price and promised a quick delivery date. Im really glad I did- the item arrived in 1 day - far sooner than promised- and it is so much nicer than what I expected. I am very happy with my experience with Wayfair so far. Date of experience: August 29, 2023 Reply from Wayfair USA Aug 29, 2023 Hi Tami Thank you for your feedback! We are very pleased to hear you are happy with your purchase. Thank you for shopping with Wayfair Warm Regards, Wayfair Sean McQuade 1 review US Rated 1 out of 5 stars Aug 24, 2023 Terrible customer service Never had a problem with Wayfair until recently. They canceled my order for some unknown reason. Their chat agents won't fix it. They tell me to call. When I call, no one ever answers. I've waited upwards of an hour. Their phone system call backs don't work either; when I get the call back I still end up waiting. All I want to do is give Wayfair money but their terrible customer service processes are blocking me. Stop relying on phone agents and let me resolve this in chat or email. Stop wasting customer time. Date of experience: August 23, 2023 Reply from Wayfair USA Aug 25, 2023 Hi Sean, you will need to speak directly to the service Security team to get this resolved. We are sorry, but it cannot be done by email or chat. Company activity See all Claimed profile Replied to 50% of negative reviews Replies to negative reviews in < 1 week Our 2022 Transparency Report has landed Advertisement About Wayfair USA Information provided by various external sources A Zillion Things Home Contact Service@Wayfair.com 1-877-Wayfair United States Categories Baby Store Bedroom Furniture Store Children's Store Furniture Store Interior Designer Kitchen Supply Store Lighting Store The Trustpilot Experience We're open to all We champion verified reviews We fight fake reviews We encourage constructive feedback We verify companies and reviewers We advocate against bias Trustpilot reviews Choose country United States About About us Jobs Contact Blog How Trustpilot works Transparency Report Press Investor Relations Community Trust in reviews Help Center Log in Sign up Chrome App Businesses Trustpilot Business Products Plans & Pricing Business Login Blog for Business Follow us on Legal Privacy Policy Terms & Conditions Guidelines for Reviewers System status Do Not Sell My Info Modern Slavery Statement © 2023 Trustpilot, Inc. All rights reserved.