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BBB Business Review

Consumer Complaints

BBB Accredited Business since 3/10/2003

Wayfair

(800) 593-5251

Customer Complaints Summary

418 complaints closed with BBB in last 3 years | 154 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 173
Billing/Collection Issues 15
Delivery Issues 85
Guarantee/Warranty Issues 7
Problems with Product/Service 138
Total Closed Complaints 418

Definitions | BBB Complaint Process | File a Complaint against Wayfair
See Trends in Complaints on Wayfair

Industry Comparison | Chart

FURNITURE DEALERS-RETAIL, ONLINE & INTERNET SHOPPING, OFFICE SUPPLIES

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What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

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Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

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BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

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What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

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What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

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BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

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Closure Definitions

Complaint resolved with BBB assistance
BBB records show the issues raised in the complaint have been resolved. Either customer confirmed the complaint has been resolved, or business confirmed the complaint has been resolved and customer did not respond to BBB correspondence informing customer that complaint will be considered resolved unless BBB hears otherwise from customer.
BBB found business made good faith effort to resolve complaint but customer not satisfied with business response
BBB found that business adequately addressed the disputed issues and made a good faith effort to resolve them; however, customer has informed BBB that he/she is not satisfied with the outcome. In some cases, business may have agreed to mediate or arbitrate the complaint but customer declined to participate in mediation/arbitration.
Customer not satisfied with business response; BBB did not find business made good faith effort to resolve complaint
BBB did not find that business adequately addressed the disputed issues and made a good faith effort to resolve them, and customer has informed BBB that he/she is not satisfied with the outcome. In some cases, customer may have agreed to mediate or arbitrate the complaint but business declined to participate in mediation/arbitration.
BBB did not receive a response from business
BBB did not receive a response from business after two attempts to contact business, and BBB communications with customer do not show that business contacted customer to resolve the complaint.
BBB cannot process complaint
This includes situations where BBB cannot locate business, business is no longer in business, or business is in bankruptcy and complaints must be submitted through bankruptcy trustee.
Industry Comparison ChartX

The information in the table below represents an industry comparison of businesses which are of the same relative size. This is based on BBB's database of businesses located in Eastern Massachusetts, Maine, Rhode Island and Vermont. Businesses may engage in more than one type of business. This comparison does not account for the length of time the businesses have been operational. There is no known industry standard for the number of complaints a business can expect. The volume of business and number of transactions may have a bearing on the number of complaints received by the BBB.

# of businesses with NO complaints in the past 36 months 0
# of businesses with 1-4 complaints in the past 36 months 2
# of businesses with 5-25 complaints in the past 36 months 0
# of businesses with 26-99 complaints in the past 36 months 0
# of businesses with 100 or more complaints in the past 36 months 1 Wayfair is in this range.
Total # of same relative size businesses in the BBB database in this type of business 3
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BBB began including complaint response text in BBB Business Reviews on 5/1/2011.

BBB reports the complaint response text for all reportable complaints against a business that are received electronically.