"Wayfair's business ethics & practices are nonexistent"

I purchased a Kohler bathroom vanity and sink through Wayfair over the phone using a Wayfair agent with an estimated delivery date of Sept. 27th via FedEx. The next day Wayfair sent me an email stating my box would be delivered to me via truck freight carrier arriving between Oct. 6-8th. My box was delivered to their local delivery partner, JW Logistics (JWL) on Oct. 11th and JWL never contacted me, never scanned or ever delivered my order to me even after I talked to them by phone and emailed them. Several Wayfair customer service agents stated to me that Wayfair had my back and would use an alternate carrier to deliver my box. I contacted two Wayfair supervisors on two separate days and gave them the names and/or phone numbers of 3 alternate delivery carriers who serviced my residential area, all 3 of which had the ability to handle the weight and size of my delivery box as documented by Kohler’s technical dept. that gave me the weight and box dimensions of my order item. Both supervisors stated to me they would contact their shipping dept and give them the 3 alternate carrier info. I gave to them to resolve my non-delivery, but neither supervisor or Wayfair’s shipping dept. ever replied or contacted me to resolve this non-delivery issue and I never received my item from Wayfair. I opened a dispute claim with my credit card company for my full purchase price (FPP).
Wayfair’s refund policy is a 10 business day wait time after a non-delivery. I contacted Wayfair by phone on Oct. 25th, 13 business days beyond my delivery date to receive my refund. Wayfair acknowledged receiving my credit card dispute claim and their billing dept stated to me that Wayfair had initiated my refund with my credit card company and that my FPP was refunded back to my credit card account number on Oct. 21st and to allow 3-5 business days for my refund to post on my credit card account. I requested and received an email with this refund information in writing from Wayfair. I called my credit card company by phone after this conversation with Wayfair and they stated that they had not received any refund from Wayfair on Oct. 21st. I logged onto my Wayfair account on their website to look at this matter. My order number stated in writing that I had an “Outstanding Balance” for my FPP and that I needed to make this “Order Payment” to Wayfair. When I viewed my order number invoices it showed my initial credit card transaction date with my FFP payment to Wayfair when I puchased my item and my second credit card transaction date on Oct. 21st when Wayfair stated they refunded my initial FPP to my credit card company which they had not done. Instead of refunding my initial FPP as Wayfair stated they did on Oct. 21st, Wayfair’s billing dept. removed my FPP payment knowing full well that I had never received my purchased item and stated I needed to make the FPP to Wayfair for my undelivered order item.
I called Wayfair again and asked to talk to their billing dept. directly to receive my full refund they stated had been issued to my credit card company on Oct. 21st and was told I could not speak to them directly. I asked to be transferred to a supervisor which was done. I described the email containing written information from their billing dept. stating my refund had been issued on Oct. 21st to my credit card company which had not been done and my order and invoice information on their website that also showed and confirmed that my refund was issued on Oct. 21st but also showed an outstanding balance for my FPP when I had never received my order. The supervisor explained to me that their billing dept. could not take any financial action or any action at all on my order because of my dispute claim using my credit card company was unresolved and could not issue a refund until the credit card company dispute claim had been resolved. The supervisor had my account order information on her computer screen and I informed her again that I had a written email statement obtained from Wayfair’s billing dept. that my FPP had been refunded to me on Oct. 21st and the supervisor was able to look at my account info. which documented my refund had been issued on Oct. 21st as stated in writing by their billing dept. when, in fact, this had not been done. I asked the supervisor how Wayfair intended to resolve my credit card dispute claim without refunding my FPP. She again stated to me that Wayfair’s billing dept. could not take any financial action or any other action at all involving my order to refund my FPP due to an unresolved credit card dispute claim.
I received a second, more 'official', email directly from Wayfair's billing dept. stating that they refunded my FPP to my credit card account when in fact, my credit card company informed me that Wayfair did not issue any such refund. My FPP was just over $900.

"What a scam. Buyer Beware "

What a scam. I bought two sets of chairs. One set came with a leg snapped off, of which they offered a 10% discount and eventually agreed to send a new chair. I mean it was literally un-usable, what would a 10% discount do?! The other set of chair was clearly “open” box even though I paid full price for new chairs. They were thrown in the box, not wrapped, no tools, no instructions, the screws were stripped and in a ziploc bag. The box was damaged and obviously re-taped. I got two set of chairs so I know what a new box looked like despite being broken. If I wanted open box I would have paid for open box, but I wanted new chairs and paid as such. There was no resolution from customer service, just a run around. It is a scam to charge the customers the new price and send them a used product. I spend thousands of dollars per year on wayfair and due to their poor customer service I won’t be ordering from there again and would suggest others not as well.

Despite the below response from wayfair the issue of sending open box items as new has not been resolved. They did agree to send new chairs for the one with the broken leg. But I have no resolution for getting open box items and paying as new. Still NOT great customer service from wayfair bots.

"Delivery team in NYC could be better"

Delivery team in NYC could be better. Had a dining table to be delivered on a Friday, from 3 to 7pm. Received a call informing it was going to be delivered at 3, I asked them to come later in the day and was informed it was not possible. Package delivery rescheduled for Sunday, from 7am to 11am. Didn’t receive a call this time, reached out to wayfair online support at 9 (nice of them to have someone on a Sunday I guess). I was informed my package was still scheduled to be delivered before 11am. They told me to continue waiting. At 11, nothing arrived. I called the large parcel delivery team and was informed there was a glitch in the system and my package had not been loaded in the truck. Asked them to pick up the package and try to deliver on Sunday still as I was already home and waiting. I was told that was not possible and the next available day would be Tuesday. Later, received another email stating this time the delivery would happen on Tuesday from 7AM to 7PM (12 hour window period). Reached out to costumer support online, explained how frustrating all the experience had been. They were not able to offer any meaningful help and it seemed like the agent was using chatGPT to answer my questions and sound “empathetic”. I asked for an email or for a way to leave a formal complaint about how frustrating the whole experience had been, and was informed they had no such thing. It’s sad they don’t have any meaningful way for the customer to share feedback.

"The use FEDEX as a shipper and they are…"

The use FEDEX as a shipper and they are horrible. They keep delaying the delivery by updating different delivery dates, but I still have not received my area rug and non-slip.

When I reached out to Wayfair their response has been terrible. They seem to not care about anything after they receive money from you. You can't cancel because they state you have to receive the package to cancel the order.

So you are in limbo, and they have your money so you can't do anything but wait. I was going to order some additional items but changed my mind after this experience.

They need to have better resolutions in place for their customers when things like this happen. Show that they care about them and will do everything to make sure they receive the product they order and have steps to ensure this happens.

Achieving excellent customer Service is nearly impossible for these companies!

"Beware of their shady return policy"

Most items are decent from Wayfair but when you get an item that is defective, they ask you email the resolutions team and send photos and videos. Then they say that it's not that bad of a defect so we can give you $5 or some change to keep it. WTF. I bought a new item so I expect a new item that doesn't have a hole in the fabric! Then they said I can return it but will have to pay for shipping and handling. Wayfair just lost a customer and there is no fairness in that name. The company need to change its name to WayNOfair.

Yes, the resolution is $7.05 refund for a teared fabric. Good job, waynofair.

"I am shocked at the scores here"

I am shocked at the scores here. I've ordered from Wayfair for many many years and had great experiences over and over whether it was something for my home or for my office. Love Wayfair. Always arrives in a timely fashion, just as appeared online and quality products. I've ordered lovely rugs for my office, sofas, desks, wood rack for my firewood .... you name it - along with these last chairs and a coffee table for my porch. All terrific.

Don't know how people can have given these negative reviews --- makes no sense to me. AND the remarks about the customer service.... ??? I called them and have gotten bright, personable, helpful staff. Are we talking about the same place? I'm really perplexed.

"Read the new bad reviews!!!!"

This is the worse company by far I’ve ever dealt with. DO NOT BUY ANYTHING FROM THIS COMPANY. We bought a vanity that arrived poorly assembled with a scratch on the front. They are making us pay the shipping to send back damaged product because “it doesn’t impact the functionality” if you ask to speak to a manager you’ll be told the ceo is next in line nd he’s not customer facing… ill say it again… their customer service team has no management according to them… I emailed BBB They replied with an apology and to speak to the resolution management team that I had reported. They dont care about their consumers. If you keep pushing the issue they will tell you they aren’t going to respond anymore. I was never unkind, nor did I use bad language for them to refuse to help. They simple just weren’t going to do the right thing. I now have an email into their legal department. your option isn’t to return it… it’s to not buy from them in the future. Anyone reading thinking it’s always been great. It had always been for us also. Pay attention to the new reviews. You’ll get an apology and that’s all you get. DO NOT BUY FROM WAYFAIR!

"They make returning defective items impossible "

Cheap, damaged product sent, terrible customer service when I wanted to return. They had me jump through a million frustrating hoops. Had to upload specific images, go back and forth with an agent whose job it was to convince me to keep the item. Eventually, I decided it wasn't worth $70 to deal with all that and it's better to just toss the item. Definitely will not buy from them again.

"STAY AWAY CUSTOMER SERVICE TEAM ARE A BUNCH OF IDOTS!! "

A bunch of F****** idiots makeup the customer services team. I've never delt with such a group of uneducated idiots in my life. If there is no script of a yes or no answer they are freaking clueless man. First and last time I ever purchase with them EVER!!

"Wayfair is a bad on-line retailer"

Wayfair is a bad on-line retailer. I ordered a patio set on 9/3 then tried to cancel on 9/4. They said it was too late to cancel but I could return it no problem. I received two big boxes on 9/9. I printed their return label and returned the two boxes UNOPENED on 9/10 via FedEx. A refund was issued on 9/11. All good. Then on 10/3 I got an email from "Kisha S." stating I sent them them the wrong stuff and they would be recharging me for the purchase. I responded that I returned what they sent me, but they continued to say sorry, it was my mistake for sending the wrong stuff back. Luckily, my credit card company, USAA, is doing a great job of protecting me from scams like this. Wayfair sells some decent products at a decent price, but if you have a problem, you will likely be out of luck. Don't give them your credit card number. Check out other on-line retailers. Very sad customer service.