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Wayfair is an online retail business that sells over 5,000 brands of home furnishings and decor.  The company ships to locations throughout the United States and Canada.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that Wayfair meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Wayfair include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 788 complaint(s) filed against business
  • Resolution of complaint(s) filed against business

Customer Reviews are not used in the calculation of the BBB Rating

Industry Ratings Comparison | Chart

Customer Complaints Summary Read complaint details

788 complaints closed with BBB in last 3 years | 317 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 314
Billing/Collection Issues 47
Delivery Issues 172
Guarantee/Warranty Issues 1
Problems with Product/Service 254
Total Closed Complaints 788

Customer Reviews Summary Read customer reviews

839 Customer Reviews on Wayfair
Customer Experience Total Customer Reviews
Positive Experience 319
Neutral Experience 21
Negative Experience 499
Total Customer Reviews 839

Additional Information

BBB file opened: March 10, 2003 Business started: 01/01/2002 in MA Business incorporated 03/31/2002 in MA
Type of Entity

Limited Liability Company (LLC)

Ticker Symbol


Business Management
Ms. Karen Macomber, BBB Liaison Ms. Liz Graham, Vice President of Sales and Service
Contact Information
Principal: Ms. Karen Macomber, BBB Liaison
Number of Employees


Business Category


Hours of Operation
M: 8:00 AM - 12:00 AM
T: 8:00 AM - 12:00 AM
W: 8:00 AM - 12:00 AM
Th: 8:00 AM - 12:00 AM
F: 8:00 AM - 12:00 AM
S: 9:00 AM - 6:00 PM
Su: 9:00 AM - 6:00 PM
Method(s) of Payment
Personal Check
Business Check
Cashiers Check
Money Order
American Express
Debit Card
Alternate Business Names
All Modern Birch Lane Dwell Studio Joss & Main
BBB Program Participation

BBB Community Patrons
BBB Community Patrons are like-minded businesses that see ethics as the key factor in creating a stronger, healthier business community.

BBB Community Patrons' additional financial support enables BBB to pursue distinctive, mission-based programs focused on ethics that would not be possible if not for the generous backing from BBB Community Patron Sponsors.

Additional Information

It appears that a promotion intended exclusively for first time Trade (designers/interior decorators/business) customers was erroneously leaked to an audience of consumers. Wayfair has resolved this error by cancelling and providing full refunds for all affected orders and offering a 10% promo off a future purchase.  Wayfair indicates that they are very sorry to those impacted and thank you for your patience and understanding in this matter.

Additional Tradenames, Addresses & Phone Numbers


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Customer Review Rating plus BBB Rating Summary

Wayfair has received 4.2 out of 5 stars based on 839 Customer Reviews and a BBB Rating of A+.

BBB Customer Review Rating plus BBB Rating Overview
Industry Ratings Comparison Chart X
Same Relative Size   All Businesses
The information in the chart below represents an industry ratings comparison of businesses which are of the same relative size or for all businesses (see toggle). 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.

BBB Customer Review Rating plus BBB Rating Overview

BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.