Wayfair USA Reviews 5,638

I ordered a floating bed frame..it had the incorrect corners put in the install kit so I can't even put the bed frame completely together. Reached out to Wayfair and they said they would send me the correct parts. Received tracking that showed it was supposed to arrive this past Saturday. Nothing showed up. Checked tracking and the only thing Wayfair did was create the label. They never actually shipped it. Reached out again and again was told they would send me the parts. Received a new delivery date with the exact SAME tracking as before showing that the label was created on June 3rd but USPS never received the package. I will be surprised if I actually get the parts I need.

I recently ordered a patio set that had 4 pieces. 2 out of 4 were delivered and I had to reach out customer services to get the last two sent. They ended up only sending 1 of the 2 missing so I had to reach out, yet again. I reached out and now they are saying it can take upwards of 30 days to get the last item rectified.

I am done with this company. They have terrible customer service and for some reason really struggle when it comes to supply chain and shipping.

I will not use Wayfair again.

Ordered a rug that was in stock at the time of purchase. Ended up being backordered with no expected date of availability. Had to reach out myself as no notifications or updates were being given. Called customer service, was told that my only option was to cancel. I was given a 10% promo code for a new order due to the inconvenience. I tried to place the order the same day, and the promo code (copy/pasted directly from email) was invalid. Had to proceed with placing my order as I didn't want this rug to go out of stock. Reached out over chat to get the discount retroactively applied (you would assume a simple task as someone who has worked in online retail customer service). It took over 40 minutes on chat to have it applied. Suggest purchasing from somewhere else, since simple problems will take you multiple hours to try and resolve with their team.

***Update***
Wayfair made it right. My furniture was finally delivered this weekend and I received a 25% discount for my inconvenience, as promised. This is customer service!
***Update***
Wayfair offered a 25% Refund for my inconvenience and promised delivery as soon as possible. Now we’re moving in the right direction. I will continue to update my review and rating as things improve.
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I ordered a Living Room set and was given a delivery date. On the expected date of delivery, the status cleared and was never updated. I didn’t receive any emails regarding the change of status. I have called several times to resolve, without satisfaction. They told me that I couldn’t get a refund because it’s in transit, “somewhere,” although, they seem to not know where my items are. I can tell you where my $1100 is, in their account. I’m sitting on a concrete floor and I’m being stonewalled for a refund. There’s no chat function on the App or the browser. I had to Google the phone number because it isn’t listed under “Contact Us.” This is totally unacceptable. This is not an example of good customer service.

I got a dresser delivered and had the white glove delivery. I was happy with the dresser but the delivery driver stole a watch that was a gift from my bedroom. I didn't notice until a day later but saw a face of panic when I ran out to give them a $50 tip. Thanks guys! Thanks Biden!

Bought dresser from them. Most of it particle board junk. Followed directions to the tee. Particle board split many times. Save ur money

I placed an order for a rug. Was told it will arrived between sat-mon. I kept checking to see if it had been shipped and it was not. Monday I called to cancel the order because I will not be at home to receive the package. I get an email the next day my cancel request was denied because the order has already been shipped! Now I will have a package sitting at my front door for someone to steal it. After reading these reviews, I'm now wondering if I will ever get it or will be it the correct color. This was and is my last time ordering from this company!

Bought patio chairs that are falling apart after two seasons of usage. Wayfair will not stand by what they sell. Buyer beware.

Great experience. I just had a question and contacted Wayfair through instagram. They got back to me and solved my problem right away.

The worst ordering and communication experience ever. I ordered a couch and confirmed with the real agent that this particular couch will be delivered to local shipper and then we will got a scheduled delivery. So I ideally planned my couch delivery for my move in date from another city. When I saw that I’ve received FedEx tracking number it worried me that it will be delivered to my address not the local shipper. So I contacted Wayfair again to re-confirm if the plan stands. Agent confirmed the same thing, saying FedEx is delivering the package to the local shipper and local shipper will contact me, and I don’t have to worry about getting FedEx tracking information to my address. And today, two days before my move in date I’ve got info from my building that FedEx delivered my packages. WHAT THE HELL. So I received “lecturing” from my apt manager that this huge delivery is a mess for the front desk and why would i do that before moving in. “Great” experience sponsored by Wayfair. When I contact Wayfair customer service they said - two agents were wrong and nothing can be done. I don’t know if those huge packages will be waiting for us or will be thrown out, but that’s a huge disappointment in Wayfair. False information, misinformation, poor management of the situation.

This used to be a fantastic company with beautiful and great quality products, not anymore. First order was a small double plastic shed. They sent 2 different sheds with missing parts. I hired a handyman to do the install and he couldn't finish but I still had to pay him. This resulted in a lot of aggravation, money time and thankfully after an argument and a raised voice was offered a full refund. Fast forward to my latest order a set of bathroom throw rugs. I figured how much could they screw up on that, well, I got 2 totally different shapes rugs that were half the size. Definitely a bait and switch. Wish I could post a photo. I called and was offered a replacement with the correct rugs. I accepted the offer and was told I'd have them I'm a week however the tracking showed a month and a half for delivery. Called back and was basically told it is what it is. I cancelled that order and requested a refund. I was told to throw out the original order. Fool me once.... ..Never again!

Bought faux leather chair..almost$300 with ottoman. Looks nice but very hard seat. Several people tried it and all agree the seat is like hard wood. Not comfortable at all. Also back of chair is not contoured for person’s back.
Do not buy.

Ordered rugs & the picture was completely different than how they looked irl. I reached out and they said we need to send them back if we want a full refund so I prepped them and printed the provided labels and returned them within a week. They received the rugs 3 weeks ago and I have yet to get my refund. 1.5 weeks in I reached out and they said 3-5 business days— we’re now at the 3 week mark after they’ve received the rugs- I reached out again & they said it can take 2 weeks to get my refund— I reminded them it has been 3 weeks. They have no answers for me or when I will get my refund only that I’ll get an email when it’s been processed. Do NOT order from Wayfair the pictures are a lie and getting a refund for their mistake is impossible…

I had a very frustrating and disappointing experience shopping with Wayfair. Unfortunately, it seems that the quality of customer service and operational processes may have deteriorated significantly over the years.Finally table base has been replaced 👏

I purchased two side tables, and one of them arrived with a defect. I promptly contacted customer service and was informed that a replacement had been processed. However, after several days, I noticed that no replacement order appeared in my account. When I contacted Wayfair again, I was kept waiting for a considerable amount of time before being told that the original customer service representative had mistakenly processed the replacement under another customer's account and had even used that customer's reward points. I was told this was a human error.

While mistakes can happen, I chose to be understanding and move forward. A member of the Resolution Team, Tina, was very helpful, professional, and courteous. She took ownership of the issue and arranged for a replacement part to be sent free of charge. I genuinely appreciate her efforts and assistance.

I then received an email confirming that the replacement part would be delivered on June 11. To my surprise, I later received another email stating that the package had already been delivered, even though nothing had arrived at my address. After contacting customer service yet again, I was informed that the package had actually been delivered somewhere in New Jersey due to a shipping label error. I was assured that another replacement would be sent. However, as of now, I still do not see any replacement order reflected in my account, leaving me uncertain whether the issue has actually been resolved.

At this point, the experience has been exhausting. What should have been a simple replacement request has turned into multiple calls, long wait times, repeated explanations, and a series of avoidable mistakes. The recurring errors suggest deeper problems with Wayfair's internal processes, order management systems, and staff training. It often feels as though different representatives have no visibility into what previous agents have done, forcing customers to start over each time they reach out.

While I appreciate Tina's efforts to help, the overall experience has left me with very little confidence in the company's ability to manage orders accurately. Wayfair's management should take immediate steps to improve employee training, strengthen quality controls, and fix the operational issues that are causing these repeated failures. Without meaningful improvements, experiences like mine will continue to frustrate customers and damage the company's reputation.

WAYFAIR, NIGHTMARE
First and last time I use Wayfair. Called customer service to report delivery for my item was late. Representative stated item will not be delivered, "out of stock", however she found same item with another vendor for a cheaper price. Asked if I still wanted it, I stated I did. She went on to say, she would cancel existing order, issue a credit for that order and switch me to another representative for new order.
That evening, I received an email, Wayfair unable to cancel "my request" because item has shipped???!
Called customer service again, representative basically stated, I see the notes from your previous call, you were given incorrect information, but you'll have to accept the item. Finally got to speak to a manager, who after a lengthy conversation, processed a return label and scheduled a pick-up with FedEx.
Regardless of this hopefully working out, I have no desire to do any further business with a company who attempts to blame the customer for their incompetence.

They took my money, then FIVE days later said they were out of stock. This is either fraud or incompetence, and either way WE ARE DONE.
THEY WILL NEVER SEE ANOTHER DIME OF MY MONEY, AND i HOPE THEY GO OUT OF BUSINESS.

I placed an order for tile 3 boxes vanity and faucet. everything went smooth and easy no issues after seeing the tile i decided to do use for a shower and needed to order another 4 boxes. note a sale was going on so i ordered 4 boxes. the time from website that it should of shipped it had not and then i received an email stating that it would take a month for them to find a shipper to send tile. please note that i just received 3 boxes 4 days before. I went online to look and noticed that the tile was more expensive i called twice and was told they were out of stock and then told they ship different. i felt like they were trying to sell what the had at the higher price and if they still had left over they would ship my order out which was purchased at a cheaper price. i offered to pay more for the tile if they could just ship it i had dead lines. they acted confused so i canceled order and then ordered 2 boxes and then ordered another 2 boxes at the higher price. i got all four boxes same day and 3 weeks ahead of when they stated i would hear if they were shipping old order. Cost me more and made me feel ripped off and abused by Wayfair, but i did get tile on time and was able to meet deadlines. I will cancel my account once i am sure all is good. and never shop again on Wayfair to many good companies selling goods to have to deal with underhanded tactics.

Be careful or do not purchase anything from this company!! They do not stand behind their product after 30 days. The patio table I purchased is now rusting throughout the top of the table after less than one year.
Their products are cheaply made as well. I will not be purchasing from them anymore.

Wayfair's item sorting, presentation, and return policies are dubious at best. I immediately cancelled an item after purchasing it. I realized after that I had misread the item count. I requested a cancel, yet I was told the item had already shipped, but I could return the item once received. Three days later, I received the item. When I went to the Wayfair site in order to return the item, it first attempted to have me keep the item for a "partial price return." I rejected it, and it had me return the item, along with paying the shipping cost. This is terrible. I will never shop at Wayfair again.

I started ordering Spring redecorating items from Wayfair this year, stuff for the patio to help with the heat from a direct Western exposure, and to spruce up a bathroom. What I loved was the incredible variety of selections, the quality of the products (except one*), and the customer service for the *one item I had to return. That item was a package of two curtain rods which were expected to extend from 45” to 84” but they arrived bent. The bend was dead-center making etxpansion impossible. After chatting with Customer Service and sending photos, the items were replaced, quickly, and I didn’t have to return the bent ones. But when the replacements came they were bent as badly as the first set so we did it all over, same result, but this time the replacements, though rods were bent a little bit also, were expandable so I didn’t have to have them replaced. Out of about twelve items ordered though, that was the only problem so I know I’ll shop there again! Like the ad says, “Wayfair, they have just what I need.”