"Delivery Issues & Poor Customer Service"

Summary: This is not a one-off situation with delivery issues persisting through multiple orders - they've "lost" large furniture somehow, keep missing their own set delivery dates (despite sending me a confirmation the day before), don't proactively communicate or share updates, and my interactions with most of their customer service agents (including Wayfair large parcel support) has been very poor in terms of helpfulness or attitude.

Details:
I ordered a sideboard that they initially shipped but then couldn't find. For the first 3 weeks, they kept saying "it's a large furniture item - it shouldn't get lost and we'll find it". Finally, after a month of back and forth, they initiated a replacement shipment. Weeks went by and I noticed the tracker was showing the item as scanned at the destination waiting for delivery to be scheduled. Every time I called, they'd say "not sure why it didn't get delivered" & then ask me to pick a new delivery date. Every single time, I'd get a confirmation message the day before and the next day, I'd stay home and no delivery would show. After many attempts of them rescheduling my delivery & not showing, I finally got them to cancel my order and process my refund. Now, it seems like the same issue is happening with another order - they keep sending me messages about a "change" in delivery, they set a new date at random, message me at 4am that my shipment will arrive that same day between 6am and 10am, and then never show up. Each time I've had to call them myself and most of the agents I speak to are quite rude and unhelpful. They'll give me the same "we don't know what happened but let's try again" and if I ask "how can the outcome be different if you're trying the same thing that's been tried 5 times before", they simply say they have no other way to handle missed deliveries. They don't seem to have any tools or processes in place when things don't work as expected. For instance, the system itself wouldn't let them schedule the delivery of the lost unit replacement so the best they could do was send a message to their shipping department and for weeks before I finally cancelled my order, they kept saying "we don't know why they aren't responding to our message & we can't do anything if they don't respond".

Simply put, I will not be purchasing from them again and I'd highly recommend avoiding Wayfair if possible.

"I would give negative stars if I could"

I would give negative stars if I could. Wayfair sells shoddy products, ships them in inadequate packaging & when they arrive broken or with issues they string out the near non-existent customer service/return process to the point that it almost isn't worth the frustration.

The website descriptions are often inaccurate & the "easy returns" process is a lie.

I guarantee you they will find a way to charge you to make a return.

I got burned by Wayfair twice & now I know to never even to visit the website again.

You have been warned.

"I would give negative stars if it was…"

I would give negative stars if it was possible. I ordered a chair on january eleventh of this year. The expected delivery date was the sixteenth through the eighteen of january. Of course, naturally the star rating it did not get here. They convinced me to cancel and reorder, which I did. The delivery is set for tomorrow. And guess what It still hasn't moved and it is quite far from here. And now I have to wait until the fifth of february to cancel my order because wait ten days, wait ten days, wait ten days if you've been through it, you know. Because let's be real it's not coming. Now I have to see how much of a hassle It's gonna be to get my money back. I very strongly recommend that you do not ever order anything from wayfair. The customer representatives that you talk to, if you go back and re read everything that these supposed people are telling you, they're literally feeding you the exact same script. Don't fall for it. It's a scam. Save yourself the trouble and just go to an actual legit furniture store that you can walk inside of purchase and prep a delivery. I was a first and am now a last time customer. Order off of amazon or something if you want to go that route. Heed the advice of all these other one star comments too.

"I would give a negative review if I…"

I would give a negative review if I could:
They confirmed via email my delivery date and time and delivery never came, I called and they report box was damaged and I would not be receiving my delivery today although I waited all day and they confirmed via email. When I requested to cancel my order they said that wasn’t possible but I could return purchase and pay a return fee (I don’t know how I can return an item I never received)

First and last time customer.

I would suggest going with another company….. save yourself the time and aggravation.

Not to mention I was on the phone for over an hour and was hung up on and had to call back.

No kind of attempt at a resolution just of well you’ll have to be rescheduled.

"Customer service not on par with industry standard"

Seems like they operate like just another dropshipper, which severely limits their ability to provide worthwhile customer service. Delivered a defective item and are requiring customer to pay return shipping for something clearly not our fault. Granted I should have read the policies a little better, that's buried pretty deep in their fine print, but it's a poor way to operate a business when it's signficantly poorer customer service than all of their competitors. First time in a long time I've been expected to eat 30% of the cost because of something completely out of our control

"Absolutely awful"

Absolutely awful. I bought a furniture set for my son and the dresser broke so I asked for a replacement which they sent me a new one. The dresser broke again, same issue. They would not let me return the crib and dresser even though it was bought as a set. They told me there were no other resolutions. Will never purchase an item from wayfair. The quality was awful.

"I messed up, they replaced the part for free!"

I made a mistake and damaged a part. They are sending a replacement part for free no questions asked. Excellent customer service to say the least. I purchased from them before and I'm a satisfied customer.

"Arrogant customer service…"

What an arrogant customer service agents wayfair has. I am done doing business with them which I think the company wouldn’t care anyway

"Hidden $200 charge for returning an…"

Hidden $200 charge for returning an item. Not mentioned anywhere in their returns policy or item description. Rang up multiple times to complain, they keep telling me that they'll escalate the issue internally and someone will call in 2-3 days but no one reaches out. It's been 3 months now and I've followed up 4 times over phone and twice over email. Worst customer service experience I've ever had.

"Don't Do Business with Wayfair"

We ordered a sideboard for our entrance area. It arrived on time but was not an easily assembled piece and the instructions that came with it weren't easily deciphered. If you like spending a lot of money and you love frustration, Wayfair is for you. By the way there is no customer service. We complained and were never contacted back. Wayfair is way gone for us. A waste of time and money.