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 has 9 locations, listed below.

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  Wayfair, LLC

  4 Copley Pl Fl 7 Boston, MA 02116-6504

  
• 

  Wayfair, LLC

  500 Boylston St Boston, MA 02116

  
• 

  Wayfair LLC

  2820 N 35E Lancaster, TX 75134

• 

  Wayfair, LLC

  115 Meadow Rd Bldg 200 Dock Doors 140-155 Hyde Park, MA 02136-2361

  
• 

  Wayfair, LLC

  550 S Depot Dr Plain City, UT 84404-1312

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:12/15/2022

  Type:Product 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.

  First off, I ordered this piece of furniture back in Sept and was told that I was going to get it not long after. I was then later notified there was an error and that the item is out of stock so would be on back order. Wayfair offered to refund me but I chose to wait it out because I couldnt find a dresser I feel compared to this one.The first Handy Assembler was somehow scheduled 10 days before the furniture even arrived. I asked if he could reschedule my assembly since I was at work and he said hed take care of it.. I got email from Handy as if he performed the service instead and I never hear back from him.Get a text on my phone 12/10 that the package would be delivered that day. I call Handy about the assembly the first assembler supposedly rescheduled but of course that did not happen and they said I have to wait 48 hours to schedule next booking even though their assembler was the one who lied and said he could reschedule and did not.So I had to wait 2 days with my furniture on side of my house in rain. Yes it was under shed however still at risk with how hard the rain was these nights. The next assembler, Conor * was scheduled to assemble 12/12. I was at work during this scheduled assembly however I realize I had a couple missed calls from a number I did not know so I call the number back and low and behold, it is the assembler stating he left to do another job because it was raining and I didnt answer my phone so he did not feel it was necessary to come to the door?! ARE YOU KIDDING ME?! What a joke! Now this set me off so I ask for a booking closer than 48 hours! They said they can only schedule something 48 hours in advance but will call me if they find anything sooner..No call today comes from here next assembly is scheduled for 3RD TIME. I ll guess what the third assembler informed me he has COVID and now Im stuck with next booking not until 12/16! I ordered the thing on 9/22!!This is insane and the worst service Ive experienced.

  

  Business Response

  Date: 12/22/2022

  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

• Initial Complaint

  Date:12/14/2022

  Type:Order 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 table from Wayfair that came damaged (see picture attached). Upon opening the package, I noticed the damage immediately. I contacted Wayfair to return the item. I was instructed by their online portal to take a picture of the full item. To do so, I had to take the table out of the box. I sent them a full picture of the table. Wayfair confirmed it was damaged. They said to get a full refund, I would need to ship the item back. I asked Wayfair to send me another box to ship the item back, since the table no longer fits in the original box. The table no longer fits because I had to rip open the box to get the table out. Wayfair refuses to send me another box, so I am unable to ship the item back. I am demanding a full refund to my credit card, as the item I purchased came damaged.

  

  Business Response

  Date: 12/27/2022

  
  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 December 16, 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. On December 14, 2022, the customer notified us the Bibi Bar Table they ordered and received was defective/damaged.  
  
  We have reached out to the customer to further apologize and confirm the refund. 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

• Initial Complaint

  Date:12/14/2022

  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.

  Order# ********** placed on December 10th at a sale price listed on Wayfairs website for $580.71. Order confirmation received via email and credit card billed. Today, December 14th, I received an email and a refund due to a processing issue. I checked their website as I thought they might have been out of stock, but it is available at almost 3 times the cost I paid for it. I called Wayfair for an explanation and was told it was a price listing error and they are within their rights to cancel at any time as it is apparently in their terms and conditions. I was told that they would not honour the price that I bought it for and that was it. I asked them for an email stating it was a price listing error and they refused stating that the email I received advising it was a processing issue is their explanation. I escalated to a manager and was told that I would receive an email confirming it was a price listing error and that they would not honour it but have not received said email at the time of me filing this complaint. I did advise the manager that I was going to file this complaint. I also advised the manager that I understand mistakes happen but the company should honour the price and into be the consumers (me) that loses out. Wayfair is not honoring the order.

  

  Business Response

  Date: 12/21/2022

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding pricing. The customers order has been canceled and the charge for $621.36 has been refunded.
  
  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 Bold Series 6-Piece Storage Cabinet Set, 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.com

• Initial Complaint

  Date:12/14/2022

  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.

  Order **********: bergsteinnn curtain clips were ordered on Oct 1 and delivered on Oct 6. Box was delivered empty with hole in plastic on top. Wayfair said package must have been stolen and wanted a police report filed. I live in a secure doorman building that signs for all packages and Ive never had theft. Why would anyone want to steal $50 curtain clips? Nevertheless I filed said police report and submitted in Nov 6. No response after that. Contacted credit card company that said Wayfair told them the package was delivered. Had to reopen credit card dispute and send all the emails to the credit card company. Wayfair responded Dec 12 saying now they cant refund bc the credit card dispute is open. Side note - I reordered the curtain clips a month later and the plastic has slits in it where the rods had previously broken through.Order ********** delivered 11/28. Backboard is cracked in 2 places and Im missing 2 screws (gave extra long ones in same pack that do not fit). Reached out 5 times in last 2 weeks with no one contacting me about sending new hardware.

  

  Business Response

  Date: 12/29/2022

  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: 01/05/2023

  [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:12/14/2022

  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.

  My order was cancelled for processing issues, but I was still charged. Then they proceeded to **** up the price and tell me repurchase. It was completely and totally because of the price. The first person I talked to was a total jerk.

  

  Business Response

  Date: 12/23/2022

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding pricing. The customers order has been canceled and the pending charge for $621.36 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 Storage Cabinets, 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.com

• Initial Complaint

  Date:12/14/2022

  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.

  Poor customer service regarding order #********** - Bar with Wine Storage By *******************************; Color: Dark Gray; with assembly by Wayfair ************s.1. Wayfair ************ Pro ******** arrived for his Dec 9 11am appointment (around 90 minutes late) today to assemble the unit but called me into the room perhaps 15 or 20 minutes later to say hed called Wayfair to tell them one of the parts in the package was incorrect and the unit could not be assembled.I called Wayfair customer services and explained the issue. I was offered refund for the unit and assembly but this was completely unacceptable to me. Id taken the day off, had detritus all over my living room (see more on this below) and didnt have the unit I ordered. The operator eventually came back and said the best she could do was order a similar unit in oak instead of dark gray (Wayfair order #*********).I was refunded the cost of the original assembly and offered a new assembly appointment with Handy.com I asked for a discretional waiver of the cost for the rearranged assembly but was refused.I used a vacation day so that I could be home for the assembly appointment. I earn approximately $9,200 gross for a 160-hour month, making my hourly gross somewhere in the region of $57.I spent over 1 hr throwing out the cardboard, plastic and polystyrene strewn across my living room and still have to arrange for the *********** to be removed.I spent 74 minutes on the phone dealing with this issue and more time on two subsequent delays in delivery.Complaint was escalated to [email protected] who reject request for amends (Dec 14).Given the considerable inconvenience inflicted on me, I dont believe Wayfairs refusal to waive the assembly fee is reasonable or acceptable.I am also now seeking compensation for my time.

  

  Business Response

  Date: 12/23/2022

  To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order. In an effort to resolve the issue, we have replaced the Bar with Wine Storage.
  
  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. On December 09, 2022, the assembly professional notified us that the Bar with Wine Storage the customer ordered and received was defective. We sincerely apologize for any inconvenience.
  
  We have reached out to further apologize and have provided a partial refund. 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

• Initial Complaint

  Date:12/14/2022

  Type:Product 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.

  Back in the early part of this year I had a terrible ordeal with an order and after escalation I worked with ******* who apologized profusely for the experience and the system and processing issues at Wayfair, and she was able to resolve the issue. She was so pleasant and told me if I ever had a problem in the future to reach out to her directly and that she'd be happy to help. Well apparently that was not true. Although I seriously hesitated to ever shop with Wayfair again, they had some nice outdoor Christmas decor that I could only find there, so I took a chance. I've ordered three different items. One was fine, the other was ok but there was damage to one of the decorative/ornamental pieces so I'm currently waiting for a replacement for that one small part. Another item ordered was not as pictured in the listing. The item was listed as an open box item, and since it was discounted I went with it. However, after assembling we did not like the look of it at all (looks hideos and not at all like the photos when lighted). I attempted to return it but was having major problems with the return process (kept sending me to chat but no one from Wayfair would join the chat). I left a message for ******* but didn't hear back, so I followed up with her the next day. Her demeanor was completely different - she was nothing like she was back in March. She basically told me there was nothing Wayfair could do - that since it was an open box it could not be returned. I told her that was unacceptable - that that fact was never disclosed to me anywhere... not on the order invoice, email confirmation, product page...nowhere. She said it would have been on the page at the time of the order, but could not say where. I assured her I never would have ordered it had that been made clear to me. I want a call from the business, a paid return shipping label, and a full refund of my money.

  

  Business Response

  Date: 12/20/2022

  To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. 
  
  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. However, there are several items which we are not able to offer returns, these items include Clearance items or Open Box items.
  
  As this item was purchased from our Open Box products, we were unable to offer a refund or set up a return.
  
  We reached out to the customer to further apologize. 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:12/14/2022

  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.

  Hello *************************** ,Thank you for contacting Wayfair. We are reaching out in regards to your Order Number:3791213811 .Hello *****,I am contacting you regarding the Children's Slide Basketball Frame, Climbing Stairs,Unisex,Indoor And Outdoor Use. I am sorry to state that unfortunately, this product is no longer available on our site and we are not able to ship it out to you.We understand how upsetting this is when you ordered it as a Christmas present. I have sent a coupon out to you for 10% off your next purchase which is good for the next 30 days. I hope that you can understand that during the holidays the suppliers fill the orders as they come at them and when they got to your order, there was no product to be able to ship. We have voided the payment of $60.74, you will be able to see this available within the next 48 business hours in your account. Again, we are very sorry for the inconvenience this has caused, especially during the holiday season.Thank you,*****

  

  Business Response

  Date: 12/23/2022

  To Whom It May ********************* sincerely apologize for the trouble the customer has experienced with their order regarding pricing. The customers order has been canceled, and the charge has been cancelled.
  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 slide, 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.com

  Customer Answer

  Date: 12/23/2022

  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:12/14/2022

  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.

  I contacted Wayfair on 12/11/2022 to return order number ********** and was only given one shipping label for two packages. I never received the second lable. I called back five times on 12/14/2022 speaking with, ****** and ****** who were very unprofessional, the most ill-bred, unknowlegable and talked very rudely when I asked about a second shipping label. I called asking whether or nor I was supposed to receive two labels or did if I needed to wrap the boxed items together and send them back. ****** kept repeating my question over and over, and didn't bother to give me an answer whatsoever. I hung up the phone and called back getting a supervisor named ****, asking him the same question I asked the two before him. He stated "I'm reading over the last notes" and said "uhm" and hung up the phone. These people are the nastiest, rudest representative I've ever dealt with. I want these damaged items returned back to them and my money refunded back to me. They're trying to fraudulelly steal my money by not sending me the correct two return labels, but I will take them to small claims court! I'm sending both items back tapped together, and I'm sending pictures as proof since they only sent me one label so that they can not claim they did not get the items.3 Piece Reindeer Lighted Display Set $144.71 Returned >W007460535 3 Piece Reindeer Light Display Set $139.31 Returned >W007369119 Sending both items back with same Fed Ex label number/tracking number >> (**** **** ****) on December 14, 2022

  

  Business Response

  Date: 12/21/2022

  To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. We confirmed that the items were returned and refunded the customer in full for the 3 Piece Reindeer Lighted Display Set and the 3 Piece Reindeer Light Display Set.
  
  Internally, we will work to ensure all of our team provides information in ways that not only address customers' concerns, but that they are proactive in getting the answers to questions that are not readily available.
  
  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 
  

  Customer Answer

  Date: 01/03/2023

  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. 

  I replied that I haven't heard from these people and recieved my money! 

  

  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 issues are addressed and resolved 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 refund. 
   
  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: 01/17/2023

  [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 received some very nasty text messages and calls from someone that works at Wayfair every since I filed this complaint against them for their wrong doing. I'm having this investagated and the messages traced.

   

  
  
  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:12/14/2022

  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.

  To whom it may concern. I purchased a washing machine on October 12 2022 and was supposed to receive it on November 18th. A day before my delivery date i got a call from the delivery company saying my delivery date was changed to December 9th because the item is out of stock. A day before my December 9th delivery date i got a call saying my item is out of stock until January 6 because the item is still out of stock. I notified Wayfair saying i wanted to cancel my order because i dont want to wait any longer. I was not told when i order this item in October that this item was out of stock and on their website it still marks as in stock until you placed the order. I've an email from Wayfair saying the order cannot be cancelled because the item is in the shipping process which is a lie because the manufacture states that the item is not available until March of 2022

  

  Business Response

  Date: 12/23/2022

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order.  As requested by the customer on 
  December 09, 2022, their order for the Front Load Washer was processed as canceled and confirmed refunded back on December 20, 2022.
  
  We work hard to provide accurate shipping and delivery estimates, and we sincerely apologize when an item is back ordered without prior notice.  The customer was notified by email that their order was placed on back order until January 6, 2022.
  
  We have reached out to the customer to further apologize and confirm the refund.  In addition, we have offered a discount on a future purchase for their patience and understanding while working with us toward a resolution.  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