Complaints

This profile includes complaints for Wayfair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Wayfair, LLC

  4 Copley Pl Fl 7 Boston, MA 02116-6504

  
• 

  Wayfair

  5101 Renegade Way Florence, KY 41042-4916

• 

  Wayfair, LLC

  500 Boylston St Boston, MA 02116

  
• 

  Wayfair, LLC

  1070 Montgomery Rd # 2071 Altamonte Springs, FL 32714-7420

• 

  Wayfair LLC

  2820 N 35E Lancaster, TX 75134

The 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:01/02/2023

  Type:Product Issues
  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.

  This is the e-mail I sent to Wayfair...Hello.Before filing complaints with the Better Business Bureau and ************* *************************** I'd like to escalate a complaint presented during a phone call with a Wayfair supervisor today.To preface, I handled all conversations and questions regarding my first (of what was expected to be many) furniture purchase via phone (I'm disabled and that works much better for me than having to research/scour websites for information.).Waiting on contractors starting in November, I inquired about purchasing a sofa then, knowing that returning it would be a very realistic possibility since I wasn't sure when the work would allow for delivery. I did so with this sofa and not the other furniture I intended to buy because there were only 2 remaining.I spoke with multiple representative both before and after the purchase (and one as recently as Friday) and despite asking every potentially relevant question of which I could think, including (so very obviously under the circumstances) whether there would be a charge for the return, that fee was never disclosed.When I informed a supervisor of this today, he told me that not only am I responsible for that charge, but that I'd still be responsible even if your customer service representative(s) failed to disclose it when asked(!). He further went on to tell me that I did not in fact even ask the question during any of my phone calls, as if he has any grounds on which to make such an accusation(!). On top of an unreasonable policy (allowing nondisclosure of the fee when asked--not the fee itself which I'd have expected had I not been told otherwise), that accusation made it clear to me that this was not a reasonable person, which in itself speaks very poorly of the integrity of your company.Common sense alone should indicate that I'd not have gone through that much communication about a sofa I knew I might have to return without asking the question at least once and that I'd not have ordered it had I gotten an honest response. When I asked the supervisor to review the calls, he indicated it wouldn't matter if I had asked, because your reps aren't required to answer honestly(!) and it would still be my responsibility to adhere to Wayfair policy.As this is in every way unfair (and appalling), I am requesting that the return charge be refunded to my **** account.Thank you.

  

  Business Response

  Date: 01/04/2023

  To Whom It May ****************** apologize for the trouble the customer has experienced with their order.  
  
  We are proud to offer our customers a 30-day return policy. Per our return policy, shipping costs are deducted from the customer's total refund if they prefer the refund back to the original payment method.  In the rare event there is a discrepancy with the information the customer is provided or with the item the customer receives, we will make an exception to our return policy. It is never our intention to mislead our customers in any way and we regret when these isolated incidents occur.
  
  We have fully refunded the customer for the order.  If the customer has any additional questions, they may contact ************ at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com 

  Customer Answer

  Date: 01/04/2023

  [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:01/02/2023

  Type:Delivery Issues
  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 a falsely advertised $250 rug on sale for $79. Wayfair Showed pictures of the rug being gently folded in the pictures bragging on quality. In the pic the backing was not showing at all. This actual rug received was showing the backing through the carpeted side without even bending it. We put it on the floor and stepped on it with our bare feet hard knots could be felt through the rug. When my nephew crawled on it, he complained the white bumps hurt his knees. The white bumps were the backing of the rug. Same order received on a different day was the toddler bed. Received in poor condition. 1/2 of the 8 box was w er, instructions and wood was wet. Now they want me to pay almost $95 in return shipping.

  

  Business Response

  Date: 01/09/2023

  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.com
  

  Customer Answer

  Date: 01/10/2023

  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,

  *******

  Details of why I feel the complaint has not been satisfied: There was no solution offered. I responded to their message giving more detail and info requested, but in the last 24 hrs I have had no response. Wayfairs short business hours closing at 3:30 CST do not allow me to speak to the business due to my work hours so our only communication is through email.
  
  
  

   

  

  Business Response

  Date: 01/20/2023

  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 ************************* at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  Date:01/01/2023

  Type:Service or Repair Issues
  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 10/21/22 I recieved two packages from Wayfair. As soon as I opened the packages, I immediately called customer service becuase what the boxes contained was absolutely not correct. At the time of the call, I sent photographic evidence to the customer service representative that I was speaking with. She agreed that the item was not correct and assured me that it was not an issue to return the item for a full refund. When they sent me the return labels, I affixed the lables to both boxes WITH the contents I received. I have tried to go back to find the tracking information to show the weight of those boxes to prove that the contents were EXACTLY what was shipped to me, but the label information has been made unavailable to me. Rather than calling me to discuss an issue with the return, wayfair just reversed the credit. After several unsuccessful attempts to reach the executive resolution team I reached out to my credit card company to report the transaction. Discover, my credit card company, pointed out that not only did wayfair take the inital refund back, they charged me AGAIN for the item. Discover then helped me to close that account due to the ***** commited by wayfair. I reached out to wayfair regarding this fraud and they assured me that the second amount would be refunded. I am now recieving word from Discover that wayfair has called me a "scam customer" for sending back an empty box. However, I have email proof that they received the returned item and it was incorrect, WHICH IS WHY I RETURNED THE **** IN THE FIRST PLACE. I refuse to pay ****** for an item that I RETURNED. I have photographic evidence of what I received and what I sent back. Wayfair has now changed their version of events to accuse me of "returning an empty box", which I have email proof of admission from wayfair that that statment is untrue! If I am being charged, I demand they send back to me what I sent to them, so I can file a report again the manufacturer for false advertising.

  

  Business Response

  Date: 01/09/2023

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced on multiple orders.
  
  We strive to provide our customers with the best shopping experience. We handle standard returns, defects, and damage issues within 30 days of delivery. During this time, we are happy to order replacement parts, units or offer a full refund for damaged or defective items.
  
  Regrettably, due to the returns not matching the items received by the warehouse we conclude it would be best for the customer to work with their financial institution.
  
  If the customer has any further questions or concerns, they may contact ************** at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  Wayfair.com

  Customer Answer

  Date: 01/09/2023

  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.]

  I spoke with **************** from wayfair. He is telling me two things, 1. The warehouse said that the return item was 33 pounds heavier than the initial item that was sent to me. and 2. The ***** label had the weights listed on them and that is how they are confirming that I did not send the same item back. However, I did not generate those labels, WAYFAIR did, without weighing the boxes, and emailed them to me. They were not in my home to weigh the packages before generating the labels.  I know that these weights have to be adjusted in some way on their end because I KNOW that nothing was taken from or added to those boxes before I retaped them and returned them. Once again, I asked ****** S to please return whatever it is that they are claiming I returned so I may weigh the boxes for myself and also so I may go to the manufacturer to recover either the product that I paid for or the $281.95 that I spent.  He said that was not possible. This is theft by wayfair and an attack on my character and I will not stand for it. 

  
  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,

  ******

   

   I

  

  Business Response

  Date: 01/10/2023

  To Whom It May ********************* a thorough investigation by our warehouse the correct item(s) was not returned. Our previous response stands. The customer is advised to continue working with their financial institution if they feel they are due a refund. No refunds will be issued by Wayfair for this order.
  
  If the customer has any further questions or concerns, they may contact ****** S at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  Wayfair.com

  Customer Answer

  Date: 01/11/2023

  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. 

  As I have previously stated, it is not possible for the package shipped back to equal the weights the wayfair customer service representative entered. Seeing as she entered those weights while sitting at as desk and not while in my living room where I packaged the item. I feel that it is highly inappropriate that the weights entered by the customer service department are the only thing wayfair is going off of to prove I did not return what was sent. The facts are:
  1. wayfair packaged the wrong item, I can assume weighed that item, and then sent the package to me. 
  2. I opened the package they sent, saw that it was NOT WHAT I ORDERED. Photographed it and called customer service. 
  3. Days later, ********************** customer service sent me a label THEY generated with a weight THEY entered (for whatever reason they did not enter what they initially did when they sent it). 
  4. The shipping carrier picks boxes up from my front porch. 
  5. Wayfair states I did not return what I ordered. Obviously, I couldnt return what I ordered, as that item is not what they sent. I did return what they sent to me. 
  6. They charge me a second time for an item I never received. Effectively charging me more than 562 for an item they never sent to me. 
  

  The only proof they can provide is information they fabricated, they cant produce the package or any other actual evidence to support their outrageous claims. When I spoke with the rep responding to the BBB complaint he admitted that the information they provided to my financial institution was automated and had no human fact checking. This leads me to conclude their proof was also either computer or user error, as I have photographic evidence of what actually happened. 

  [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:12/31/2022

  Type:Service or Repair Issues
  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.

  In June 2022, we purchased a chair from Wayfair, "genuine leather" " top grain" chair (as spelled out in the title of the product prior to purchase). I screenshotted this information to share it with my husband prior to completing the purchase. Given the fact that it was a quality product as indicated by the description of the leather, we purchased the item, $715.02 with protection plan and taxes.As an end of the year roundup of our household receipts, invoices, etc., I pulled up the digital invoice of this chair from Wayfair's website. Upon reviewing the invoice and the specific listing for the order, the listing now indicates that the chair is "faux leather". The title of the listing has also changed from "***** **** Wide Genuine Leather Top Grain Leather Armchair" to simply read "***** Upholstered Armchair". I reached this updated listing from my order page. I called Wayfair's ***** number regarding this discrepancy. The concern was escalated to a supervisor, **************** She acknowledge that though the listing may have changed and represents inaccuracies, the 30-day return window has lapsed and therefore there is nothing that they could do for **** have called my bank to dispute the charge.This is an example of false advertisement and selling a fake product that being not genuine (top grain) as advertised. I have collected all of the documentation to support this claim. Documentation: *******************************************

  

  Business Response

  Date: 01/10/2023

  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.com

  Customer Answer

  Date: 01/10/2023

  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. 

  Wayfair has not reached out (email, phone, or letter) to me as described in their communication. I did receive an email from Wayfair AFTER the BBB reached out to me. I would prefer to keep this complaint as unresolved until I am able to directly communicate with ****** at Wayfair. I will do so today (Jan. 10) or tomorrow (Jan. 11) depending on her availability. 
  
  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,

  ********

   

   

  

  Business Response

  Date: 01/20/2023

  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.com

  Customer Answer

  Date: 01/27/2023

  Dear 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. 

   

  Thank you for your intervention. I would have gotten no where without it.
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:12/31/2022

  Type:Delivery Issues
  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.

  Order security products back in Sept '22. As it was my first order and did not automatically give me a 10%, I wanted to use a coupon tjat I had got in the change of address pkg fm the **** it wouldn't take. My order was made way b 4 the coupon expired. For the last two mo.s tried to find the email that I could attach a copy their email for credit. Being it is new yrs eve & wanting to get this resolved, it came to mind to call the company. Wish I would have thought of that months ago than me thinking I had to prove my purchase; that they will have record. **** said my coupon is expired, that's why she in her compassity cannot do anything. I said my order was placed way before it expired. That is why I am writing here to try to get credit toy acct as a new customer or w/ me coupon.

  

  Business Response

  Date: 01/04/2023

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding a promo code. The customers order has been credited for the missing promo code.
  
  We deeply regret any inconvenience this error caused to the customer.
  
  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

  Customer Answer

  Date: 01/06/2023

  [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. 
  I hope to see credit on my c.card statement.
  Regards,
  
  ***********************************

• Initial Complaint

  Date:12/31/2022

  Type:Delivery Issues
  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 this Wayfair to be delivered to ******** *******. and paid for $314.57 recliner. I am a snowbird. Wayfair said my recliner would be delivered Dec 29. Order no. ************. A package WAS DELIVERED - wrong item. I received a 3 seater outside couch with two ottomans. Wayfair had no telephone no. And I had to go on their website. I did that. The return email said the Ovios would get back to in two days. And the wayfair recliner would be delivered in 120 days. This Ovios delivery box said Box 1 of 2. I never received Box 2? This Wayfair purchase is unacceptable. I would like the date the Ovios couch will be picked up. It is sitting in my Rv trailer and takes up lot of space. AND I want my Wayfair purchase cancelled and a Total refund immediately. ************************* **************. ********************* I replied December 29 to their email address.Today is Dec 31, 2022.

  

  Business Response

  Date: 01/09/2023

  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 *************************** at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer Answer

  Date: 01/11/2023

  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. 

  Today is January 11th. Watfair customer service called. They emailed the Fed Ex shipping papers. I attached all five to the box.
  I was told ***** would pick the incorrect delivery yesterday? It was not picked up.?
     And their office said I would get my refund. I have not received it yet? 

  

  Business Response

  Date: 01/20/2023

  To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. We stepped outside of our return policy and refunded the customer for the *****'' ******************** Recliner
  
  We are proud to offer our customers our 30-day return policy.   Per our return policy, shipping costs are deducted from the customer's total refund if they prefer the refund back to the original payment method and they use the return shipping label we provide.  In the rare event the customer chooses to return the item using their own method, we require a valid tracking number confirmed at our warehouse before the refund process. We have not been able to confirm the tracking provided. We have stepped outside our policy and issued a full refund in the form of store credit.
  
  We reached out to the customer to further apologize and offer assistance with their return. If the customer has any additional questions, they may contact *************************** at ************ We hope this information helps resolve the complaint.
  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair Issues
  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 large Santa picture in November and it was supposed to be delivered November 29th. It wasnt. I got no notifications, it just didnt get shipped or delivered. I waited. Nothing happened. I then called wayfair on December 6, and canceled the order. They put in the order for cancellation (allegedly) and I was supposed to receive a *************, after Christmas, on December 31st, I received a notification that the picture shipped. You know, the picture that I canceled on December 6. ?? I didnt check my bank account and sure enough, I did not get the refund I was promised. I want a full refund and I want you to pay to come pick up your picture that I canceled on December 6.

  

  Business Response

  Date: 01/06/2023

   To Whom It May ****************** apologize for the trouble the customer has experienced with their order.  
  
  
  We are proud to offer our customers a 30-day return policy. Per our return policy, shipping costs are deducted from the customer's total refund if they prefer the refund back to the original payment method.  It is never our intention to mislead our customers in any way and we regret when these isolated incidents occur.
  
  We reached out to the customer to further apologize and offer assistance with their return. If the customer has any additional questions, they may contact   *************; ************; at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com 
  
  

• Initial Complaint

  Date:12/31/2022

  Type:Service or Repair Issues
  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 had purchased a set of two black mirrors for my double vanity. One arrived and was neon gold. Both mirrors were discounted to 78 dollars each. Original price 158. Wayfair expects me to either take a 5% discount off the scratched up gold mirror that doesn't match the black one and keep it or only get to return the one gold mirror and be forced to buy the other black mirror at a whopping 158 dollars. This has been unresolved since Dec 23rd. I have spoken to several employees at wayfair all trying to force me to keep the gold mirror and have mismatching mirrors to my vanity or hold me liable to buy the over priced 158 dollar black mirror to replace the mistake they made. I would have never bought the discounted mirrors if I knew I'd have to pay an additional 158 dollars.

  

  Business Response

  Date: 01/06/2023

  To Whom It May ************************ sincerely apologize for the trouble the customer has experienced with their orders.
   
  We strive to provide our customers with the best shopping experience. Due to the significant number of reported defects and damage issues we conclude, it would be best for the customer to be assigned to an account manager, to better address the issues the customer continues to experience with their orders.
   
  We are proud to offer our customers our 30-day return policy.   Per our return policy, shipping costs are deducted from the customer's total refund if they prefer the refund back to the original payment method, and they use the return shipping label we provide. We have stepped outside our policy and will issue a full refund when the items are returned.
   
  We reached out to the customer to further apologize and offer assistance with their return. If the customer has any further questions or concerns, they may contact ************** at ************. We hope this information is helpful in resolving this complaint.
   
  Kind Regards,
   
  Wayfair.com

  Customer Answer

  Date: 01/06/2023

  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

  Wayfair,

  Excuse me? The significant amounts of defects Reported? I have sent photos of the issues with products you have sent I'm thinking past. This was not an apology. You sent me two different mirrors. You tried holding my money captive so I would purchase a more expensive product from you. Prior to this you sold me a 50 dollar shower curtain that had strings and stitching hanging completely off of it. The sticking was done on the outside and never finished properly. Then you sent me a shower curtain rod that I asked to return but even your own company knew it was junk so u said for me to throw it away. Do you want to talk about the tv stand you sent me that had a stick and peel picture of wood? The "wood" was a sticker. How about the bed that we kept because I didn't want to deal with the return? The legs were crooked and my husband had to fix them his self? How about the *************************** mirror that was not even the same mirror as what was in the picture? **** never contacted you about that either. My guess is that wayfair is likely going under and it's due to selling items that are not quality control. How about the mirrors you just sold me that I got for 160 dollars less from KIRKLANDS home? Anybody reading this I suggest to ditch wayfair with the return policy they have plus quality control issues. I found out they price ***** items that are the same item just named differently so you can't price compare. I hope you all know that every business out there has a stronger policy and better business than you do? Stealing from customers and trying to hold money captive was wrong. Specifically, you lied and sent me a totally different color mirror. 

  
  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,

  Serah

   

   

  

  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 10, 2023.
   
  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.com

  Customer Answer

  Date: 01/12/2023

  To have wayfair point fingers at me saying I have higher than usual issues with products is a lie. I included pictures of brand new chairs I purchased that are defective and have defective padding. It is not a customer issue this is a quality issue! I do not accept the false apology by do accept the refund. 

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  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.

  Purchased a mirror for bathroom in black color with 10% off. Wrong color sent by Wayfair. Gold mirror sent instead of black mirror ordered. Had to return mirror and repurchase another mirror. Unable to use 10% off and called customer service supervisor who refused to give me 10% off order.

  

  Business Response

  Date: 01/06/2023

  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 ************************* at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  
  Wayfair.com

• Initial Complaint

  Date:12/30/2022

  Type:Service or Repair Issues
  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 set of 2 Adirondack chairs from Wayfair (see picture for how it was advertised). I received one chair. Wayfair admitted that this was advertised in error and it should have only been one chair. However, their only solution was to let me return the chair for a refund or give me 50% back. If I took 50% back, this would not be enough to pay for another chair. This would actually only pay for less than half of another chair as the price has now gone up. I also could not return the chair because I had already assembled it and threw away the box. They refused to send me a new box to send back the old one. The reason I threw the old box away was because they had already sent me an email saying replacement parts (a new chair) had been ordered. I assumed they were correcting the problem, so I did not think there would be a need to return the old chair.

  Customer Answer

  Date: 01/10/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 01/11/2023

  To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
   
  The item was incorrectly listed with Ena Plastic Folding Adirondack Chair as 1 set of 2.  It is never our intention to mislead our customers, and we regret when these rare errors occur.
  
  To rectify our error, we have ordered the customer another chair. If the customer has any additional questions or concerns, they may contact ******************************* at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com

  Customer Answer

  Date: 01/12/2023

  [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,
  
  *********************