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

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

• 

  Wayfair, LLC

  550 Depot Dr Ogden, UT 84404

• 

  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:10/03/2022

  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.

  On 8/24/2022 filed a complaint against Wayfair LLC complaint # ******** where the company had agreed to a full refund of the purchase price of the item I ordered. As of today 10/03/2022 no refund has been made.

  

  Business Response

  Date: 10/07/2022

  To Whom It May ****************** sincerely apologize for the experience the customer has experienced with their order. 
  
  The customer purchased the dog pen from ********************** on August 11, 2022 and received it on August 16, 2022. Customer was given a full refund on August 31, 2022. Typically a refund can take 3 to 5 business days depending on their financial institution for it to post. 
  
  We have reached out to the customer and provided the details of this transaction and suggested that they may want to contact their financial institution to locate this 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
  
  

  Customer Answer

  Date: 10/11/2022

  [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:10/02/2022

  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.

  Ordered two ALL down comforters and they sent feathers, they sent two more. Returned the first two and they sent two more. All were feathers. I called to get a return label and or where to return them to?? They told me to keep cause a third party they got it from. They credited me the $465.24. I kept them just in case, almost gave to charity. Thank God cause two months later they rebilled me. No one will call me back and or no one will give me an address to where to return the items. Credit card said since i have the items they cant do anything. Thats NOT like chase but no one evidently went over all the paperwork I sent them. I have spent every time off trying to resolve this! No help from them and the only phone number is their customer service which everyone tells you something different. I faxed all my paperwork to no avail. I need help to get them their feathers back and my $465.24 back. I work too hard to get the wrong items and not be able to return and get my money back. I will never order from Wayfair again! Worst customer service ever . Cant read any of the responses they sent to my credit card company. After I returned the first order I said I didnt want any replacements because they couldnt confirm that they wont sent the same items. But they sent anyway. Once I returned the items there was no way to return the replacements they sent that is why I kept calling . But thought all was ok for two months then a rebill? Now for sure no way to return the items. This business is a sham. Please help me thank you

  

  Business Response

  Date: 10/05/2022

  To Whom It May ****************** apologize for the experience the customer has had with their order. 
  
  On June 26, 2022 we were notified by the customer's financial institution that the customer has filed a dispute. We have confirmed that as of June 28, 2022 we have challenged the dispute and the dispute was deemed our favor.
  
  Due to the legal nature of disputes, once a dispute is filed, a resolution to the dispute must be completed with the financial institution. Wayfair is only able to issue a refund to the customer via Store Credit or process a check when we are able.
  
  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: 10/06/2022

  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. 

  I talked to ***** today and was told I would receive a label to put on my box for pick up on Friday. There is no label sent with this or any other email. What do I do now? 

  Ok Wayfair is only wanting to refund me $110. 00 not the $475.24! Now what?

  

  Business Response

  Date: 10/10/2022

  To Whom It May ****************** sincerely apologize for the issues the customer has experienced 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:10/02/2022

  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 ********** was placed and was told items would ship in a few days. I was told 2 days later that all items are backordered til ****. I said I will wait. Then I was told there was an error with their inventory and they eventually cancelled my order instead of fulfilling it. They also refused to find alternative items at the same price and told me their hands were tied and offered me a 10% off coupon. I wasted hours of my time finding these items and placing an order. Then spent hours with customer service when they insisted on cancelling my order altogether. This is false advertising from the beginning and when they were confronted with their error they refused to make things right. I want my order fulfilled or be given alternatives at the same price.

  Customer Answer

  Date: 10/13/2022

  I have not heard from the business in response to my complaint. Also, now they're refusing my returns of products that arrived damaged.

  

  Business Response

  Date: 10/13/2022

  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. Regrettably, due to the significant number of reported defects and damage issues we conclude it would be best for the customer to shop at a brick and mortar store as their experience and feedback indicates we are not the right company to satisfy their shopping needs and standards despite our attempts to fulfill their orders to our highest expectations. 
  
  We will not be reinstating the customers' accounts, as we do reserve the right to cancel orders under our order acceptance policy, which can be viewed here:  https://bit.ly/2gOwUm6   Certain orders constitute improper use of our sites and the Wayfair Rewards Program.  Wayfair reserves the right, at its sole discretion, to refuse or cancel any order for any reason. A customers account *** also be restricted or terminated for any reason, at Wayfair's sole discretion. Items purchased pursuant to a quantity discount *** be re-priced upon cancellation.
  
  If the customer has any further questions or concerns, they *** contact ******************************* at ************. We hope this information helps resolve the complaint.
  
  Kind Regards,
  
  Wayfair.com

  Customer Answer

  Date: 10/17/2022

  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,

  Zhiyuan

   

   

• Initial Complaint

  Date:10/02/2022

  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 purchased 2 sets of "Braisen 600 thread count Egyptian quailty cotton sheet set by Latitude Run." I do not believe they are cotton and there were no fiber content tags on any of the items in the sets to say they were 100% cotton. The items are being misrepresented.

  

  Business Response

  Date: 10/13/2022

  To Whom It May ******************************** sincerely apologize for the trouble 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.  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.
  
  On September 29, 2022, the customer notified us they had received the delivery of the Braisen 600 Thread Count Egyptian-Quality Cotton Sheet Set and wished to set up a return because she was not satisfied with the quality. A return was set up on September 29, 2022. The refund was issued to the customer on October 03, 2022.
  
   We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers. It is never our intention to mislead our customers.
  
  We reached out to the customer to further apologize. 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: 10/19/2022

  [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 #********. After speaking to a customer service  representative pursuant to my complaint to you, Wayfair has refunded my return postage.  That was the issue, they refunded the price of the defective product but had not refunded the return postage until my conplaint to you.  Thank you.  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  
  Regards,
  
  ***************************

• Initial Complaint

  Date:10/01/2022

  Type:Sales and Advertising 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 purchased two bathroom faucet handles from Wayfair to install in my two bathrooms. The total cost before taxes was $834 and they arrived on July 1, 2022. The website specifically stated that it includes the valve which is the part that any plumber would identify as the part connecting the piece to the pipes and something that would normally come when you purchase a faucet handle. The website also did not make clear that any pieces were missing. As a ******, I would not know by looking at the product what pieces are missing and rely on the information on the website. I provided the information to both the contractor and plumber before purchasing and from the description on the website they assured me that I had what I needed to install the product. My renovation was delayed as many projects have been delayed during covid due to supply chain and labor shortages. When I was finally able to schedule the work on August 19, the plumber came to install the faucets and found that the product was missing the valves. Due to the delay in my renovations and inability to schedule the plumber on another day I was forced to purchase a lesser product on that day to install in place of the faucet I had purchased from Wayfair. I contacted Wayfair after for a refund since I was not able to use the product they sold because their website was misleading and the product did not come with all items needed to be able to install but Wayfair refused to provide a refund.

  

  Business Response

  Date: 10/13/2022

  
  To Whom It May ************************ sincerely apologize for the experience the customer has experienced with their order. 
  
  We strive to provide our customers with the best shopping experience. Due to the significant number of reported 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.
   
  Wayfairs return policy is listed on our site here: https://www.wayfair.com/help/article/return_policy. 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. Should the customer request the refund be returned to the original payment method, return shipping costs would apply.
  
  We have reached out to the customer to further apologize and offer assistance with their return. 
  
  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: 10/17/2022

  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. 

  I was initially contacted by the person Wayfair referenced in the response but have not heard back since I responded to them on October 12th. Until Wayfair actually confirms the refund their response does not in any way address my concerns.
  
  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: 10/21/2022

  To Whom It May ********************* sincerely apologize for the experience the customer has experienced with their order. 
  

  
  We strive to provide our customers with the best shopping experience. Due to the significant number of reported 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.
   
  
  Wayfairs return policy is listed on our site here: https://www.wayfair.com/help/article/return_policy. 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. Should the customer request the refund be returned to the original payment method, return shipping costs would apply.
  
  We have reached out to the customer to further apologize and offer assistance with their return. 
  
  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: 11/01/2022

  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:10/01/2022

  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 placed an order with wayfair for a **************************, order number #**********. I received the order with the box being smashed and torn on both sides and when I shook the box I could hear all the broken pieces. With that said, I reached out to Wayfair and sent them the photos of the damaged box. The first rep said they would send me a replacement which is what I needed considering my order was completely shattered in pieces. Then I looked at my account and no replacement was issued, so I contacted wayfair again on my lunch only to be told that a replacement was indeed NOT ordered and someone in their executive team would reach out. Days later they reached out and wanted multiple pictures of all the broken pieces along with a signed note etc. Here is the issue, I have 3 toddlers at home waiting to get into anything and everything, I could not take the liability of leaving that broken box and item around for them to hurt themselves. As a matter of fact, being an adult I didnt even touch the broken pieces. I immediately disposed of it when it arrived to avoid anyone hurting themselves. When the wayfair team reached out to me, my garbage was already taken the day before. So I could not even fish it out of the trash to open and send them the multiple photos they requested. Its really upsetting that a company this size would be putting their client and their family members at risk by asking to keep a smashed and shattered item around the house. I am now in a really unfortunate situation and extremely upset that I do not have my order or my money. I will place an order for this item directly with the vender to not have to deal with Wayfair again! But the least they can do is refund for the item.

  

  Business Response

  Date: 10/07/2022

  To Whom It May ************************ apologize for the inconvenience the customer has experienced with their order. 
   
  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 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: 10/08/2022

  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,

  Nar

   

   

• Initial Complaint

  Date:09/30/2022

  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.

  Wayfair LLC Aug 19/2022 ************************************************************************************* Ref: Customer assistance/ Complaint I bought a Keter 230-gallon storage box order # ********** for $177.84 on 3/21/22 for $177.84. It was delivered totally damaged. I called customer service, and I was told it would be replaced. I was also told to send in pictures of the damages. I sent in a letter along with the pictures on 1/15/22 to [email protected]. I waited until 4/25/22 and I had to call again. I spoke with **** and he said the letter and pictures were received. If I did not call I would still be waiting to find out the status of the replacement.Next I received a email stating the replacement would be delivered 6/2/22 to 6/16/22. Then another email for delivery on 6/17/22. On 6/16/22 another email changing the delivery to 7/9/22. On7/8/22 another email changing delivery to 7/16/22. On 7/15/22 Another email changing delivery 1/6/23 That is no typo Jan 1st, 2023. This would mean that I would be waiting almost A YEAR for this box. I saw on the internet that the box was in stock and could be purchased for $288.73 with a delivery date of 8/11/22.On 7/15/22 I called again, and I was told I could have a refund by 7/25/22. I waited until 7/27/22 and NO REFUND I called again on 7/27/22 spoke with ****** and I was told the finance department did not process my refund and she will get it done. Finally, I received the refund 7/31/22. If you can sell the unit to new customer with a delivery date 8/11/22, WHY DO I HAVE TO WAIT UNTIL Jan6/2023 For the replacement.? After all I had to deal with and with the runaround and because it appears to me that you had no intention of sending the replacement I should receive a new unit free of charge.9/9/2022 THANKS FOR NOT EVEN RESPONDING TO THIS COMPLAINT. You rather loss a customer over $178.00 ************************* ******************** **********

  

  Business Response

  Date: 10/12/2022

  To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order. As requested by the customer on July 15, 2022, their order for the Keter Java ***************************************************** Dark Brown was processed as canceled and confirmed refunded back on July 28, 2022.
  
  We work hard to provide accurate shipping and delivery estimates and we sincerely apologize when an item is backordered without prior notice. The customer was notified by email that their order was placed on backorder until 01/02/2023. On July 15, 2022, there was a confirmation email sent notifying the customer the order had been canceled. Unfortunately, we had a system error and the refund did not process automatically. We processed the refund directly through the customers credit card account on July 27, 2022. We sincerely apologize for the trouble caused and regret when these rare errors in our system and customer service occur.
  
  We have reached out to the customer to further apologize and confirm the refund. We are actively working towards a positive resolution with the customer. 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:09/30/2022

  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.

  I purchased a ************** chair online from Wayfair on September 6th. the chair was supposed to be shipped by the 9th of September, then after many phone calls to Wayfair, was told that the chair was back ordered and will be shipped by September 16th but that did not happen, then was told that chair will be delivered on September 29th. well after chair was not delivered a third time, made more phone calls to Wayfair, then I was e-mailed by Wayfair and was told the chair will be delivered on October 2nd. So this morning being 9/30/22, I opened my e-mail and Wayfair sent me another e-mail that my order was Cancelled and they were refunding my money because the price I paid was not the correct price, after all this time and messing around with Wayfair and then they cancel my order because they want more money for an item that i purchased darn near a month earlier I feel this is almost a bait and switch tactic on their part, Wayfair should have to honor the purchase price that I initially paid in the beginning on September 6th........Sincerely *********************** The Wayfair order # for the order is #**********

  

  Business Response

  Date: 10/07/2022

  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 $135.02 has been voided on September 30, 2022 .
  
  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 Strada Series Genuine Leather Executive Chair, the item was listed with the incorrect price as it was not up-charging for the larger sized Strada Series Genuine Leather Executive Chair. 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.com

• Initial Complaint

  Date:09/29/2022

  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.

  On August 30, 2022 I purchased Fillie Wide Reversible Modular Corner Sectional by Brayden Studio from Wayfair for approximately $3,157.36. The item arrived on September 4, 2022. I didn't unbox the item until the following day. Which was September 5, 2022. After unboxing the item; there was a strong mildew smell coming from the item accompanied by mold on the 2 parts of the sectional. I contacted Wayfair right away even providing them with photographic evidence and a request of a refund. Being that the couch has mold which is a safety hazard. On September 6, 2022 Wayfair reached out stating that the warehouse was requesting a MOLDY couch back. I had let the agent know that I was leaving that day we spoke for a work trip in which is duration was going to be for a month. I ask if they could get someone there that day to pick up the couch and she stated to me that their team would be able to pick it up on that day. She also stated how I should reach out to her once I get back from my trip, since someone over the age of 18 must be at the location for when it was time for pick up. I had notified her that I live by myself and had just moved to my new place and had no one other then myself to oversee the pickup. On September 14, 2022 after complaints from my neighbors of a strong foul odor coming from my apartment which my super informed me off. I directed him to move the couched outside so that wayfair can come pick it up. The couch was fully unboxed in my house and as it had mold on it could effect other things in my home. Wayfair did not reach out to me until 4 days later in which they schedule a pick up for the 21st. On the 21st they never came to pick up the couch. I received a phone called a few days later stating how the pick up people where running behind and weren't able to come. The couch had now been sitting outside for 7 days. The pick up was then reschedule again, but once again they did not make it, this time due to weather conditions.

  

  Business Response

  Date: 10/06/2022

  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 October 6, 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 September 5, 2022, the customer notified us the sofa they ordered and received was defective. Regrettably, the defect issue was not properly addressed. We understand the customers situation and agree we should have certainly processed the sofa as damaged/ defective instead of setting up a return for a defective item.
  
  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.com

  Customer Answer

  Date: 10/06/2022

  [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:09/29/2022

  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.

  I tried to order a bed from Joss & Main on 9.8.2022 but the coupon code would not work. I called CS and was told that J&M is part of Wayfair, but to use the code I would need to open a credit card. I applied online but the application was not able to be completed so I called. I explained the situation and the women told me that she would finish the application over the phone. Turns out the card was just for Wayfair which I did not understand, and while I could use the card to order the bed, I could not use the coupon code. Then I was transferred to a nice rep who tried in vain for 2 hours to help but his shift was ending and he said he would call me back; he never did. I called again a week later and I tried chat but was told that I could not use the coupon at all because even thought J&M is a Wayfair company, the code was only good on that site and my card was not a real credit card, it was just for Wayfair. I told the rep to cancel my card immediately and to cancel my Wayfair account and to remove my name from the database, which he said he did. BTW he tried nothing to keep my business or to help. I just received my credit card in the mail - ALONG with a note that one of my credit card applications was cancelled because Wayfair found a duplicate in the system. This is a joke. I want a call from the office of the President so this matter is straightened out immediately.

  

  Business Response

  Date: 10/14/2022

  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

  Customer Answer

  Date: 10/20/2022

  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.
  
  
  

   

  I have been expecting a call back since last week and I left 2 messages with ******* you listed and nothing. Meanwhile the item I have been trying to order is still showing as available but errors pop up each time I try to purchase. I can't win.
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 11/09/2022

  To Whom It May ************************ sincerely apologize for the experience the customer has encountered with their attempt to place an 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 apologize and successfully assisted the customer in placing their order. 
   
  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