Complaints
This profile includes complaints for Wayfair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,867 total complaints in the last 3 years.
- 2,075 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:01/03/2023
Type: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.
The dresser I purchased arrived damaged on December 14. I immediately contacted them and was told the manufacturer of the dresser would email me my options within 3 days. After not receiving an email, I contacted them on the 20th and was told I should hear something in two days. I contacted them again after not getting a response on the 23, and again on the 29th. I still have not received any contact about how to return/replace the damaged dresser, as on January 3rd.
Business Response
Date: 01/13/2023
To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
The customer placed their order for the The ********* 9 Drawer 64'' W Solid Wood Double Dresser on January 13, 2023. The ********* 9 Drawer 64'' W Solid Wood Double Dresser was, regrettably, delivered with several incorrect or damaged parts on December 14, 2022.
We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts or units or offer a full refund for damaged or defective items. We ordered a replacement ********* 9 Drawer 64'' W Solid Wood Double Dresser and it has already shipped out.
We work hard to create an effortless experience for our customers, and we apologize this wasnt the case with this order. We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage. We will address the lack of follow up with the customer and will follow up internally regarding any training opportunities associated with this order.
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.comInitial Complaint
Date:01/03/2023
Type: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 ordered a couch from Wayfair - when I opened the box and began moving sections I was cut as there were wood shards sticking out from the couch everywhere (guessing this was either where it was being stored or from shipping). They also sent me a wrong piece, so 1/3 of the sectional was missing.I called to report this immediately - they stated the missing piece I needed was out of stock however they would reach out to me when it was back in stock. They then offered a discount to address the wood shards, in addition to a small ******************* that was on the back of one of the pieces as well.I followed up last week as nobody had reached out about the missing piece. I was told that it was outside of their 30day policy to report missing pieces, and that it would matter anyway since I had already accepted a discount. I asked for a copy of the initial conversation and reminded them the discount was not offered for the missing sectional, but because of the other issues. They then said again it was outside of the policy, reminded me I took the discount, did not show the initial conversation but then said there were multiple attempts to reach out to me (which is false, I have asked for copies of these as well).Business Response
Date: 01/12/2023
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.comInitial Complaint
Date:01/03/2023
Type: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.
Wayfair advertised a California king ******** for $93.99 on their website last night, January 2, 2023. I put the ******** in my online cart, tried to checkout and after submitting my order, or trying to, I couldn't because there was an error of "shipping cannot be calculated, try later or call customer service". I tried a few more times last night, no luck and they were closed. I awoke this morning, January 3, 2023, and the price for the ******** had gone up to $189.99, but the same error messages still existed in the online cart. I called wayfair and asked them to honor the price, but since after I tried checking out the night before, the item disappeared from the website, and I did not know the sku, I was advised to watch for it to come back in stock, although the rep was unsure if they could honor the advertised price, despite my emailing her screenshots of the listing and the error codes from the night before. I checked later in the day on January 3rd, and the shipping was magically able to be calculated, and it would allow me to check out, if I paid the over $600.00 they had jacked the price up to!I called, gave them the **** explained what happened, and asked them to honor the advertised price or something equivalent. I was flat out told no, the suplier would never honor that. I explained that bait and switch is illegal, and was again told that nobody is going to honor the advertised price on the ********. I informed the representative that I'd be filing this complaint and asked to speak to someone who might be able to help me and was told nobody else was going to do what I wanted, so I should file the complaint.I'm attaching screenshots , including an advertisement for this ******** at this price on ******** ads, my original cart, the original offer, and each of the higher prices. Notice that only when the ******** is at the most expensive is it actually available.for purchase.Business Response
Date: 01/11/2023
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their shopping cart regarding pricing.
We do our best to ensure our products are listed with the correct and most up-to-date information. Regrettably, when the customer had the mattress in their shopping cart, it was listed with the incorrect price. We deeply regret any inconvenience this error caused to the customer and have updated our listing accordingly.
We reached out to the customer to further apologize. If the customer has any further questions or concerns, they may contact ************** at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 01/12/2023
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
Regards,******
Initial Complaint
Date:01/03/2023
Type: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 a storage bench from Wayfair for $265.99 on Nov 24, 2022. Here is a link to the product: **************************************************************************************************************************** We notice some water stains and scratches on the wood. For that Wayfair provided a small credit back. After it was assembled, we discovered that the doors are designed in such a way that they do not stay on the tracks of the bench. Each time my kids slid the doors, the doors would fall off on to their feet. We had to remove the doors to prevent this, but the product was purchased specifically because it has doors. I provided a video documenting this safety issue, and Wayfair acknowledged the video. They provided me with three options: (1) request replacement parts, (2) accept a refund of $17 for the doors, or (3) return the product for a partial refund (I would pay $60 to ship the defective product back). I requested replacement parts, but then was informed they could not send replacement parts. They stated the only option was for me to disassemble the product, find packing material big enough to return the product and then ship it back so I could receive a partial refund. On six or seven occasions, I advised that the product could not be disassembled because of how it was constructed (I spent hours trying to disassemble it) and that no packaging was big enough to send it back in. They said repeatedly that the only option was to send it back, and I would have to pay for shipping. They also told me that one option was to sell this product to someone else to try and recover some of the money. This was suggested after they knew it was unsafe. I am frustrated and worried that this product is still listed for sale on their website. I am attaching a PDF showing some of my correspondence with them. I have more, as I have been trying diligently to resolve this and begging for a refund so I can purchase a product that is safe for my children.Business Response
Date: 01/12/2023
To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we have fully refunded the customer on January 12, 2023.
We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts or units or offer a full refund for damaged or defective items.
We reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they may contact ***************************** at ************. We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:01/03/2023
Type: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 found a promotional sale on Wayfair for a King size mattress yesterday and I got excited (went and measured to make sure my bed is not Calking but it is King just to make sure ... read the reviews, checked the thickness and details thoroughly etc etc) to purchase it. Even though the 10% discount code i received did not work for some reason, which i thought of taking care by contacting customer support later on, I went ahead and placed the order just so that I don't miss the sale. Today, when i contacted customer service for the 10% discount, I came to know that my order got cancelled because of a technical error on Wayfair side that displayed the wrong price. I'm so disappointed after knowing that and I'm hear to share my frustration.Date of transaction - 12/02/2023 Money paid - $191.30 Wayfair showed it as sale and it should ideally commit to the price it displayed. The price is not something that is absurdly low that I think it should cancel my order for that reason. And the item is in stock.They should honor the price i purchased it for and also apply 10% discount on it - i have the code that I can share when this issue gets resolved.I contacted customer support, but they did not resolve the issue.Order #: **********Business Response
Date: 01/16/2023
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding a pricing discrepancy. The customers order has been canceled and the pending charge of $191.30 has been voided.
We do our best to ensure our products are listed with the correct and most up to date information. Regrettably, when the customer placed their order for the King ******** , the item was listed with the incorrect price as it was not up-charging for the larger size. . We deeply regret any inconvenience this error caused to the customer and have updated our listing accordingly.
We reached out to the customer to apologize and offered a discount on the listing price. If the customer has any additional questions or concerns, they may contact *****************************; at ************ . We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 01/18/2023
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 way the item was displayed on the Wayfair website shows the item was not incorrectly priced but it is on sale. I remember seeing the around 60% discount on the item and it displayed sale. This kind of cancellation of my order has caused multiple problems.
I was shopping at Ikea and was comparing their mattress price with the best available online and I found this. I decided to go with Wayfair and returned home without purchasing. Unnecessary waste of time and a long trip.
I accepted an offer in our neighborhood to sell my mattress. It was embarrassing to say no after I accepted their offer when they were at my home to pickup.
The price is not so low that it seemed like a pricing error. I saw items go on sale at more than 75% off on Wayfair before. And it looks like Wayfair is manipulating the orders based on the inventory. Not happy with my purchase experience.
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,Srinivas
Business Response
Date: 01/23/2023
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding a pricing discrepancy. The customers order has been canceled and the pending charge of $191.30 has been voided.
We do our best to ensure our products are listed with the correct and most up-to-date information. Regrettably, when the customer placed their order for the King ******** , the item was listed with the incorrect price as it was not up-charging for the larger size. We deeply regret any inconvenience this error caused to the customer and have updated our listing accordingly.
We reached out to the customer to apologize and offered a discount on the listing price. If the customer has any additional questions or concerns, they may contact ******************************* at ************ . We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 01/23/2023
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.
The way the item was displayed on the Wayfair website shows the item was not incorrectly priced but it is on sale. I remember seeing the around 60% discount on the item and it displayed sale. This kind of cancellation of my order has caused multiple problems.
I was shopping at Ikea and was comparing their mattress price with the best available online and I found this. I decided to go with Wayfair and returned home without purchasing. Unnecessary waste of time and a long trip.
I accepted an offer in our neighborhood to sell my mattress. It was embarrassing to say no after I accepted their offer when they were at my home to pickup.
The price is not so low that it seemed like a pricing error. I saw items go on sale at more than 75% off on Wayfair before. And it looks like Wayfair is manipulating the orders based on the inventory. Not happy with my purchase experience.
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,Srinivas
Initial Complaint
Date:01/03/2023
Type: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 ordered a couch and a ** stand from wayfair. I ordered and paid for indoor delivery for the couch. The ** stand arrived 1/2 of the couch arrived. The 2nd half of the couch was scheduled for an outdoor delivery. When I called wayfair would not change it to indoor. I contacted the delivery company And try to switch it there. The 1st delivery appointment was missed and they didn't call me the 2nd delivery appointment was missed and they didn't call me the 3rd delivery appointment was missed and they did not call me. I have missed 3 days of work to get a couch that I still do not have. When calling wayfair they do absolutely nothing for me except for we can email and try to reschedule your delivery appointment. Today I'm going to attempt to drive the ************************************************************************************ 0 compensation Is for the 3 days of lost work and delivering the item myself, but they were sure glad to take my $2000 though. It will be my pleasure to warn everybody I know to not buy from wayfair.Business Response
Date: 01/13/2023
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. 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 *********** C at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 01/13/2023
[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:01/03/2023
Type: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.
Ordered the Caribou Queen ***** *********** ****** Bed on 11/12/2022. (Order # **********)Delivery scheduled 11/22/2022 between 8am and 12pm. No show.Tried to call the warehouse used by Wayfair. No answer. Delivery rescheduled 11/23/2022 between 12pm and 4pm. No show.Tried to call the warehouse used by Wayfair. No answer. I did not initiate a reschedule for the 22nd even though my Wayfair account said so. Email from Wayfair on 11/29/2022 that asked me to give feedback on the delivery (that did not happen). When I contacted Wayfair they reported that the warehouse that they use had software issues and phone issues. I was told to wait for the warehouse to reschedule and that Wayfair was working closely with them to do so. No call and no attempts to reschedule - and no answering the phone at the warehouse.I called Wayfair again on 12/9/2022. They told me the warehouse lost the ****** Bed. A replacement was ordered on 12/9/2022. I had additional correspondence with *********************** after this order. Received an email on 12/9 stating that the delivery was estimated for 12/24/2022. Another Wayfair email on 12/14/2022 told me it is Coming Soon and that I would get a phone call to confirm the delivery date within one business day. No phone call, but did get another Wayfair email on 12/20 informing me of the delivery date being 12/22/2022 between 8am and 8pm. Another email was received on 12/21/2022 from Wayfair narrowing my delivery window for 12/22/2022 between 10am and 2pm. No-show. I called Wayfair. Rep escalated the issue - this means it goes to a manager at Wayfair and the Warehouse. Their notes said that the Warehouse would be calling me within 7 to 14 days to reschedule. I called Wayfair on 12/28/2022. The Wayfair representative was to notify ***** the manager of my request to escalate and prioritize my order. I have received no calls or emails.Business Response
Date: 01/16/2023
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. Due to this not getting delivered to the customer in a timely manner. The customer has asked for this to be returned. We have issued a full refund.
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 is helpful in resolving this complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:01/02/2023
Type: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 the Eminence Extendable Dining Table on 12/6/22 for $969.00. My order number is **********. The table was delivered by a freight company and set up. As soon as it was assembled, I saw that one corner of the table top had been crushed. I called Wayfair customer service and was told only the Executive Resolution Team could help with this. I immediately emailed the Executive Resolution Team photos of the damage and asked for either a replacement table top, a furniture repair expert to be sent to my home or a refund. I sent a similar email on 12/23/22 and again on 12/30/22. I also called the customer service line at least 4 times. **************** said they cannot help me- only the Executive Resolution Team can help. The Executive Resolution Team has ignored my 3 emails. They do not have a phone number that I can call directly and they are not calling me. Wayfair guarantees its clients that they will make right any problem with an order and that they will respond within 72 hours. It has been 10 days. During my last phone call with customer service at **********************, on 12/30/22 the agent said she saw all the notes about this table but also saw that someone had checked it off as "Resolved". It is not resolved. The broken table is sitting in my house awaiting a response from the Executive Resolution Team. Please help! My credit card with this purchase needs to be paid within 48 hours and I cannot get any help from Wayfair.Business Response
Date: 01/11/2023
To Whom It May ************************ apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we have set up a free return pickup.
The customer has experienced a higher than average rate of orders with issues such as damaged or defective items. This certainly isnt the experience we want for our customers, and sincerely apologize for the issues they have had. Our specialized Executive Resolution Team has been tasked with assisting the customer to ensure we are working to prevent further issues for the customer.
To help facilitate this and allow us to get to the root of the problems theyve experienced, we ask if there are future order issues, the customer provides pictures of the damage, defect, or other discrepancies with the item(s). This will allow us to work with the ***********************, and carrier to rectify obstacles they may be experiencing in order to provide the perfect item to our customers every time.
In addition, we may require items being reported as damaged or defective to be returned for quality checks by our internal teams before a refund is issued. If this happens, we will send a prepaid shipping label for the return at no cost to the customer. Once the item is returned, we will issue a refund and our quality teams will commence quality checks on the item(s).
We have reached out to the customer to further apologize for the trouble. If the customer has any additional questions, they may contact *********************** at ************. We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:01/02/2023
Type: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've been trying, since September 2022 to receive my ***** (and change) refund credit back from Wayfair. I purchased an item in Sept. that I returned because they sent me the wrong item. I received my credit back minus the shipping within a few days. In Oct, the money was no longer on the Wayfair card. Called customer service and was told that they mailed out a refund check and I should be receiving it. Nov: Called customer service and was told apologetically that they mailed out the check. Dec: Called customer service and they told me that they will mail out the check. Not once have I heard why this was not being mailed. I emailed customer service asking them for my 75 refund, but No word back. I am still here in January asking for my 75 refund. The check isn't in the mail, Wayfair.Business Response
Date: 01/11/2023
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.comInitial Complaint
Date:01/02/2023
Type: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.
On 10.24.22, I placed an order (#: **********) online with Wayfair for the ******** 77" Square Arm Sofa Bed Sleeper in the fabric "Bevin Natural". I had been searching for a sleeper sofa for some time on Wayfair and was familiar with when certain items were either "out of stock" or "backordered". Because I needed the couch by December 2nd, purchasing a couch in stock with an estimated delivery prior to **** was a material inducement for my purchase. At the time of the order, the *************************** was in stock with estimated delivery of 11.24.22. It wasn't until a few weeks later did Wayfair update me that the couch was backordered and delivery was pushed back to December 21st. I needed the couch for guests during the holidays, but I can understand how a custom fabric couch may take up to 8 weeks. Since then, they've pushed back the delivery date two more times to March. They already charged my credit card for the item and have failed to deliver it within a reasonable time frame. Each email notification pushing back the delivery included a "Cancel Order" link. That link did not work. When I called to cancel the order, I was informed that "custom orders cannot be cancelled" even though the customer service rep confirmed that the couch's fabric is still not in stock and therefore the couch has not been made yet. I read the terms of service and the cancellation policy and there is nothing in there that references the inability to cancel orders if they are custom. It does say that you may not be able to cancel once the item has shipped. Every email from Wayfair, including the last one on 12.30.22, confirms "We'll send an update as soon as your item(s) ship" -- which means the couch has not shipped therefore I should be able to cancel and get a full refund. In sum, Wayfair's false advertising regarding "in stock" items, charging consumer credit cards under false pretense of being able to deliver on time, as well as not having adequate cancellation terms is bad.Business Response
Date: 01/06/2023
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order. As requested by the customer on January 6, 2023, their order for sofa was canceled and all pending charges have been fully refunded .
We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered .
We reached out to the customer to further apologize for the trouble and provided them a coupon for their next purchase. 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
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