Wayfair USA Reviews 5,447

Shame on me, I guess, for not looking at their review history before we tried to get something from them. Nothing but mistake after mistake with some incompetent customer service and broken furniture mixed in for good measure. Just finishing our second and final round of tragically botched furniture delivery. It started with broken furniture, and it ends with four boxes of mismatched furniture. Do not, under any circumstances, do business with this horrible excuse for a company.

We found the furniture no better than a Big Lots purchase. Pictures on their website are a bit deceptive. Delivery service is abominable, as they use Fed Ex whom is notoriously slow and iffy. You are best to seek out sales at local furniture shops. We learned our lesson- once the rest of our order is delivered, which already a week delayed, we will shop locally.

An Absolute Dispicable Company, I have been waiting x7x weeks for a them to collect a broken & of no use to anyone sofa bed & I've also been waiting x7x weeks for a promised e.mail, I've waited in for x7x weeks when there has been a definite promise of collection, Then customer services do not seem to have a clue to what they need to be doing or organising in this instance.
Awaiting a 8th promised e.mail on Monday, What I can guarantee & Shall proceed with if there is no e.mail, Is taking Wayfair to court, Over their Reckless stupidity & With witch I cannot loose. I will have no choice has I am not allowed to dispose of this sofa bed myself. Just wondering how much they are going to be fined for their Reckless Stupidity ? They deserve nothing less. I'm just astounded how on earth they still exist. Maybe, my court action will alter this?

Desk never arrived. Hung up on by customer service who wouldn’t allow the order to be cancelled. “You can pay for return shipping once it arrives.” They sent a survey to review my experience and I gave them the worst rating possible for everything and wrote out what happened, they then deleted the review. Scam company with the worst service.

I have been looking at an armoire on Wayfair for about a week, but felt the price could be lower for what it is. Today at 4:15, I was checking measurements online and it was priced at $419. About an hour later I noticed an email that I received from wayfair at 4pm offering it at $259. I clicked the link and it took me to the item at $419. I contacted customer service right away to see if they would honor the price they emailed me. The would not, and claimed that it was $259 when the email was sent. Considering that I was looking at it, I know that is not true. Additionally, the 3 other armoires in the same email are still offered at the advertised price. Bait and click, false advertising, poor marketing practices, whatever you want to call it that is not ethical.

shitty companies, doesn't allow cancel right after purchasing (made up all the technical difficulties, our system design, etc...) and end up making you to pay for the hefty return fee

Follow up regarding a buffet I purchased that was broken. They offered to send me another one after the nightmare I have experienced. I DO NOT want a replacement. This is a piece of garbage. Why would I want another one? I had a handyman come and try to fix the one I received, but he said nothing lines up, so he would not bother to put it together. I WANT A REFUND! I will continue to tell people NOT to buy from Wayfair until I get a refund.

Order #4538312719 to Deliver, Misrepresentation, and Refusal to Honor Merchant Responsibility

I ordered a children’s table from Wayfair as a birthday gift for my daughter. At checkout, Wayfair explicitly represented and confirmed a Saturday delivery date. That delivery date was a material condition of the purchase.

As of Monday, the item has not been delivered, and the order status shows clear fulfillment issues.

When I contacted Wayfair customer support, I was told that this was “not Wayfair’s responsibility” and that I must resolve the issue directly with FedEx. This statement is legally incorrect and misleading.

Under basic consumer protection principles and merchant responsibility standards, the seller — not the shipping carrier — is responsible for fulfillment, delivery, and issue resolution. I did not contract with FedEx; Wayfair selected the carrier, accepted payment, and therefore retains full responsibility for performance.

Wayfair’s response constitutes:

Failure to deliver goods as advertised

Misrepresentation of delivery terms

Refusal to accept merchant responsibility

Violation of reasonable consumer service standards

As a direct result:

A child’s birthday gift was ruined

Customer service refused escalation or corrective action

No refund, replacement, or compensation was offered

If this issue is not promptly resolved, I will have no choice but to escalate the matter through formal consumer complaint channels, including but not limited to the Better Business Bureau, state consumer protection agencies, and payment dispute mechanisms.

For a company of this size, this level of disregard for customer rights is unacceptable. I strongly advise others to avoid Wayfair for any time-sensitive purchases.

I ordered a snow blower order # 190935-771861-89461 and tried to contact them and have got no response, I just like to know what is going on with it or did I just loose my money

I was flabbergasted to learn that if you recv an item from Wayfair and you dont like it or it doesnt look good in your room, THE CUSTOMER HAS TO PAY. 7.99 TO DROP OFF AT A FED EX SITE
OR $11.84 to pick it up
( IN MY CASE FOR A SET OF CURTAINS) .

I mean how can you penalize a customer for seeing how something works in your house

In my case I was lucky enough to speak to a very kind supervisor, who after hearing about my situation waived the fee for me. To me, that was outstanding client relations. However I doubt I will order anything from Wayfair again knowing their policy. Very unpleasant transaction but resolved in this case.

If you get stuck with a defective item, good luck. They will stick you with it. They have a circular loop of non-customer service designed to make sure you cannot get a decent resolution. I will never, ever buy a single thing from them again. Shysters is the only descriptive that comes to mind.

I have spent two days waiting on a late delivery, receiving the change notices after I waited all day! Very inconvenient having to keep changing my plans.

Still waiting on day 3 with no new estimated time. I would understand if it were all weather related but it’s been sitting somewhere near me in Bloomington, CA!! No snow here!

UPDATE, 2/2/26

Called Wayfair to see whats happening after another day waiting for nothing. They said the dresser had failed a couple inspections from Wayfair and Fedex. They said they were sending it back and sending me a new one.

Happy they agreed to do and that the two Wayfair reps I spoke to were so nice and transparent. I thank them for that.

Only wish is that the tracking emails I received gave me the info they did. I would've understood inspections and not posted a bad review! Saying your shipment has been delayed four days without reason was frustrating!

Will change stars after dresser is received in good shape. Hoping for the best.

I wish I could give this company zero stars.
This company is absolute trash, Ive been a loyal wayfair customer but recently their customer service is absolutely useless. I placed an order and tried to RETURN the items BEFORE they shipped. They lady on the phone told me to wait until it arrives and that then I could return it. I WAS NOT INFORMED of any fee for returning. I did not see it on the site. Then when I called when it arrived they proceeded to say had I returned it before it shipped I would be able to cancel it, now they are charging 150$ just to take it back. They were contradicting.... I honestly don't recommend this brand, you are better off buying on Macys.

In a promotion offer of 0 interest for 18 months I made the suggested payments on time. Because I purchased something else, Wayfair bank City applied payment to the cheaper item and within one month of $200 fixed payment short, charged me $1200 interest or a 40.2% interest. No alerts as promised. It's a ripoff, calculated to bring account to default and overcharge interest.
Never trust Wayfair promotions. Its fraud.

Disastrous experience. Three months wasted.

I run a business. On November 20, 2025, I purchased a Flammable Cabinet (order #4518117613). The product arrived damaged. I immediately requested replacement parts through their website.

That’s when the nightmare began.

For two months I received nothing but automatic, vague, repetitive replies. Same canned messages every time. No real solution. I wrote dozens of times simply asking when the parts would arrive.

After constant pressure, we finally agreed on a 40% partial refund. That was about a month ago.

Since then, they keep saying the exact same thing: “please wait 1-3 business days.”
They’ve been repeating this for weeks.
Every time I write, they ask again for photos and videos, as if I hadn’t already sent everything.

I feel mocked.

Three months of wasted time, zero real support, zero respect for the customer. Without question the worst purchase of my professional life.

Completely useless customer service, nonexistent communication, and promises that are never kept.

If you care about your time and money, stay away.
I’m still waiting for a refund that was promised a month ago.
Shameful.

They deserve ZERO stars.
This company is just a scam. I placed one order, and other than shipping delays, received it without a problem. But then I placed a huge order for furniture, and got the bait and switch.
I ordered a desk, and a few days later, Wayfair canceled it. They said that the item was out of stock. I checked the site every day and it was never out of stock. They then DOUBLED the price of the desk, and asked me to repurchase it at the higher cost. (it somehow is miraculously back in stock!) this was all in the course of like four days. They never refunded my payment for the desk or the assembly price. I researched online, and apparently this is something they do all the time. They’ll also send you furniture with missing pieces or broken, and the only way you can remedy the situation is by paying the shipping cost to get the item back to Wayfair. Which is generally more than the item cost on the first place, because of the weight. Don’t buy from this company, unless you want to lose your money. I wish that I could post screenshots here of some of the lack of help this company provides”help” chats. I will copy and paste one of their responses below. I also purchased the Wayfair rewards membership, which offered exceptional service and a dedicated helpline. WHAT A JOKE!! research online about the scam they pull.
[from Wayfair help chat] “Carrie, I completely understand how disappointing it can be when prices change or an order is affected, and I truly appreciate how inconvenient this can feel after you've already made a purchase.
Wayfair occasionally needs to cancel orders or correct pricing errors even after an order is submitted”. It’s their policy to change prices after you purchased something????? All I want is for them to send me the desk I paid for!

I ordered two dressers for my home 750 miles away. They arrived with NO instructions and there are 150 pieces at least. I asked to refund one and they did but charged ME $70.00 for the return. They then told me that no instructions would be available. They said I could return the other but it is 750 miles away AND it has no box or anything since they told me they were going to send me instructions in two days prior to telling me that instructions do not exist. I am out 400 plus dollars and The house has one room full of these pieces.

I ordered a kitchen faucet months ago. I’ve received emails, each time saying that the item is back ordered and my new shipping date is delayed. At one point I contacted them to complain that the item, now supposedly delayed a month, was on their site as available for delivery in a week. Nothing changed. I got a new delivery date recently that was for a couple of weeks from the email. I just got a new email saying the item is delayed until March (it is now January). I just checked and the item still shows available for purchase with a delivery in a week.

I received a broken lamp. When I tried to return it I was told the manufacturer would email me in 2 days to discuss it. Discuss what? The lamp was broken and I wanted to return it. Took me 55 minutes on a chat to finally get a return label after threatening to contact my bank and file a dispute. Did you know they charge you shipping to return an item you are unhappy with? It is buried in the return policy. I will never order from them again. **Below Wayfair states that they contacted me to follow up. But it has been 19 hours and they have not contacted me.

PI ordered a product that wasn't even close to the online description, when tge product a shower tower says it's 53.2 " tall and tge one shipped is in a 50" box , something not right. I opened tge box and measured tge tower and it was only 49" tall so I requested a refund. Wayfair offered a 5%discount if I kept the product that won't fit or a $22 to return on a product that was miss represented by their company. Last time I will be scammed by wayfair. BUYER BE WARE. After contacting Wayfair they made my purchase right by refunding my purchase completely. They stood up and did the right thing and have proved they are an outstanding and great company to do business with. I now have no issues with them and am greatful for their commitment to satisfy their customers. I will continue doing business with them and will pass on the excellent responce and time frame that they addressed my issue. WAY TO GO WAYFAIR GREAT JOB.