Business Profile

Furniture Stores

Wayfair, LLC

Complaints

This profile includes complaints for Wayfair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

5,879 total complaints in the last 3 years.
2,094 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:07/15/2025
Type:Service or Repair 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 made a $1542.28 purchase, order #********** on Wayfair.com 6/28/2025. I forgot to add a protection plan for the 2 chairs and ottomans in the order. I spent over an hour online chat, they were unable to help, when I tried to add protection I got an error message. Called Wayfair 7/1, told someone would call back within 3 days, received no call. Spent 41 minutes 7/14 with customer service, and a supervisor , no one could help me. This protection plan is advertised with the chair for a 3 year or 5 year plan, but no one could help me. I was ready to send the chairs we love back and maybe re order again with the protection plan at time of order, but I was told I would need the box and disassemble them- it took me 2.5 hours to put them together and the boxes were thrown out over a week ago. Silence from the supervisor *** and no other solutions or attempts at help provided.
Business Response
Date: 07/16/2025
To Whom It May Concern,

We 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 offered assistance with their purchase.

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: 07/18/2025
[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:07/11/2025
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.
Placed an order canceled the order within ************************************************************************************************************************************************** ***** shipping fee to return for an order I canceled. Wayfair is trying to make me pay because they have a flawed system that should be able to detect canceled items within minutes BEFORE shipping. I have spoken with several **** and keep getting run around or escalated to a team that does not respond for several days. How is this good business etiquette and customer service.
Business Response
Date: 07/17/2025
To Whom It May Concern,

We apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we have stepped outside of our return policy and have fully refunded the customer for the return of the Ivy Bronx *****" ********************** Tv Stands With Fireplace.

The customer placed their order for the IIvy Bronx *****" ********************** Tv Stands With Fireplace on July 1, 2025. At the time of purchase, we provided them with an estimated ship date of July 2, 2025. The customer contacted us on July 2 2025 to request cancellation. However, the customers order had already shipped or was too far along in the shipping process and was unable to be canceled. Typically, if the customer is no longer interested in the item, they are welcome to return it and would be responsible for return shipping costs.

We have reached out to the customer to further apologize for the frustration caused and informed them we have issued a full refund. If the customer has any further questions or concerns, they may contact ***** C at ************. We hope this information is helpful in resolving the complaint.

Kind Regards,
Wayfair.com

Customer Answer
Date: 07/18/2025
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.

Wayfair ONLY provided return label because I submitted complaint to BBB. Wayfair return process is only to scam customers into keeping unwanted items or that demand customers to pays for return.
[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:07/10/2025
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 ordered a dresser and two nightstands from Wayfair (Order #**********), advertised as gray, totaling $642.36. However, what I received does not look gray at all in person. While I understand this is the color listed online, it is extremely misleading and does not match the appearance in the photos. Ive attached pictures showing the furniture next to my gray bed for comparisonit is clearly not ******* soon as I got home and saw the issue, I called customer service, and the representative agreed that the furniture did not appear gray. She asked me to upload photos and acknowledged the discrepancy, but the most she could offer was 20% off, which is unacceptable and frankly insulting considering the circumstances.Additionally, the delivery was extremely poor. ***** left the boxes outside, nowhere near my apartment door. Each box was over 100 lbs, and as someone who is 5 feet tall and weighs 120 lbs, it was dangerous for me to try and get them inside. One of the boxes almost fell on me. I then paid $225.97 via TaskRabbit to have the furniture professionally assembled (receipt attached), only to find that the product was not as represented.This has been a nightmare shopping experience from beginning to end. Im already under the stress of moving, and this situation has only added to it. I am requesting a full refund and expect Wayfair to arrange for the pickup of the fully assembled furniture at no cost to me. I will not be disassembling dozens of parts due to a misleading listing.Attachments:Photos showing the actual color compared to my gray bed TaskRabbit receipt for $225.97 assembly cost Order confirmation Resolution Requested:A full refund of $642.36, reimbursement of the $225.97 assembly cost, or arrangement for Wayfair to pick up the fully assembled furniture at no cost to me. A 20% discount is not an acceptable solution for a product that does not match the listing.
Business Response
Date: 07/22/2025
To Whom It May Concern,

We sincerely apologize for the trouble the customer has experienced with their order. We have stepped outside of our return policy and will be refunding the customer in full for the 3 Piece Bedroom Set.

On July 10, the customer notified us they had received the delivery of the Bedroom Set and wished to set up a return. The customer believed they would receive Bedroom Set in Oak.

We are proud to offer our customers a ****** 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. In the rare event there is a discrepancy with the information the customer is provided or with the item the customer receives, we will make an exception to our return policy. It is never our intention to mislead our customers in any way, and regret it when these isolated incidents occur.

We reached out to the customer to further apologize and offer assistance with their return for a full refund. If the customer has any additional questions, they may contact the **** *. at ************ We hope this information helps resolve the complaint.

Kind Regards,
Wayfair.com
Customer Answer
Date: 07/23/2025
[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:07/09/2025
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 sent flooring back to Wayfair 4yrs ago and they forgot to refund me. I received an email last Tuesday 07/01/2025 that they had finally refunded me - the refund was sent to an card that had expired 2yrs ago, and they could see that and yet they did not reach out. Now, I cannot receive the refund and Wayfair refuses to refund me in an alternative manner, effectively illegally keeping my money instead of speak to their bank.
Business Response
Date: 07/16/2025
To Whom It May Concern,

We 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 ***** W at ************. We hope this information is helpful in resolving the complaint.

Kind Regards,

Customer Answer
Date: 07/16/2025
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.
Though the gentlemen that responded to the initial complaint has since been speaking to me, they have still as yet to refund me my $1100 and instead are busy attempting to figure out where their initial transfer has gone - the transfer they made to a card that expired 2 years ago and never contacted me about for a different card to send the refund to.
Now, nearly 3 weeks after they sent the initial email informing me of the refund - which is 4 years and 4 months late - we are still waiting for them to bother to provide customer service and refund the customer. Their primary concern is where ********************** sent the money TO, not the customer being refunded. Mistake upon mistake which will lead me to file in small claims court.
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: 07/22/2025
To Whom It May Concern,

We apologize for the inconvenience the customer has experienced with their order. To rectify the situation, we have fully refunded the customer on July 1, 2025.

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.

We understand the customers situation and agree we should have certainly confirmed with the customer that they received their refund.

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: 07/22/2025
[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:07/08/2025
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.
Partially Shipped Wayfair.ca Order #********** When you are shopping, they state;Graco Premium Crib and Toddler Bed Mattress By Graco Mattress (5379)Rated 4.8 out of 5 stars.5379 total votes $124.99 was$159.99 FREE 3-Day Delivery Then they never deliver, forget 3 Business days, its 8-10 days and more, and ALL its apologize. This company has no ethics in the way they do business.
Business Response
Date: 07/10/2025
To Whom It May Concern,

We 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 ***** C at ************. We hope this information is helpful in resolving the complaint.

Kind Regards,
Wayfair.com
Initial Complaint
Date:07/07/2025
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.
Initial BBB complaint on 1/2025. Ordered garage storage system ($761) on November 2024 (advertised delivery in one week). Was notified at least six times that ordered is delayed, saying it was backordered. Yet their website continued to offer product, saying delivery would be one week, knowing it was backordered. Filed BBB complaint 1/2025. Wayfair assured me deliver would be May 2025. Received email then that delivery delayed to January 2026!!! Total scam. Fourteen months to delivery an order that was promised in a week?!! Kept my money and made interest on it. They always wanted me to cancel as I got a great deal on this product. No offer for any restitution, reduction in price, coupon, or anything from customer service. Did finally cancel order.
Business Response
Date: 07/15/2025
To Whom It May Concern,

We 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: 07/21/2025
[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:07/07/2025
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.
In early April (2025) I ordered a large home desk from Wayfair and opted to to have **** 's do the assembly in my home for $91.99 which I paid to Wayfair. On April 6th, April 10th and April 12th **** canceled the assembly because they could find no one in my town to do the assembly. On April 12th on the last cancellation Angi's said my credit card would be credited that day. I waited a month, nothing, after a couple emails (which somehow are not copyable) they said it's Wayfair's problem. Only getting a vitual assistant at Wayfair for several times they said they have no idea what I'm talking about as far as a refund goes. I found a phone number for Wayfair and talked to three different people who said not to worry it will be on your next credit card statement. Last time was in May sometime I believe. It is now July and I have heard nothing. I tried the virtual assistant again and they still have no information that I am due a $91.99 refund. I've kind of given up but it's just eating at me how the people can do this to customers, especially us senior citizens who live on social security. I am hoping you can help me somehow.
Business Response
Date: 07/15/2025
To Whom It May Concern,

We 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: 07/15/2025
[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:07/05/2025
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.
I placed an order with Wayfair (Order #**********) on June 24, 2025, with a guaranteed delivery date of June 27, 2025. However, the package was not delivered to my address. I immediately checked the surrounding area and spoke with neighborsnothing was found.I contacted ***** (Tracking #************ / Case #C-195720090) and Wayfair on June 27th, the same day the delivery was marked as complete. ***** advised that if the package didnt show up by June 30th, I should reach back out to the shipper. Wayfair, on the other hand, told me to wait three business days (July 1st specifically) for a magical fairy to miraculously deliver it to my door. It didnt.I contacted Wayfair again on July 1st and was told I would hear from their specialized team via email within two business daysno one ever contacted me. I followed up again on July 3rd, and was promised I would receive an email that dayagain, ************* is July 5th, and after contacting them yet again, Im now being told to wait another six days. This runaround is ridiculous. I have not received the item, not received a refund, and not received any updates from Wayfair without me requesting it.I just want my money back. This has been exhausting, frustrating, and unacceptable. I will never order from Wayfair again. I just want my money back.
Business Response
Date: 07/09/2025
To Whom It May Concern,

We sincerely apologize for the trouble the customer has experienced with their order.

We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers. Regrettably, the customer's order has been deemed lost in transit and failed to be delivered to the customer, and we agree with the customer, the delay is unacceptable.

We reached out to the customer to further apologize and have processed the requested full refund to the customer. 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:07/05/2025
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.
I ordered a bounce house from wayfair 5/28 and never received it.
Business Response
Date: 07/07/2025
To Whom It May Concern,

We apologize for the experience the customer has had with their order.

We regret that after a thorough investigation, we were unable to locate an order for the customer in our system. We have reached out to apologize for the confusion and recommend the customer contact their financial institution for confirmation of the merchant that was paid for Bounce House.

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: 07/07/2025
[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:07/05/2025
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.
Wayfair cheated me. Please help me to get my order fulfilled or get me refund rest of 3 recliners money. Here are the short explanations. I ordered ********* **************** Lift Massage Chair 40.2" Wide Overstuffed Recliner with Heating set of 4 which was on sale price $594. After place the order i got invoice and I confused that in invoice mentioned only 1 set recliner. So i did contact customer service by chat from ********************** app and make sure that i ordered set of 4 recliners and wayfair customer executive confirmed me that i will receive 4 individual recliners (i attached chat screenshots) but they sent me only one recliner. i ask them to sent me rest of 3 but they very irresponsible reply me it was listing error. And they give me resolution, that 20% discount or full refund on return upon delivered recliner. This is not acceptable resolution. So i give my resolution to them that either send me rest of 3 recliner or refund for those 3 recliners money($445). And they dont response my email and they ignored my email and send me email with return label with different issue. which is not related with mine issue (I attached screenshot of the email). i tackling this issue like buyer from ******** marketplace. I feel cheated Please resolving acceptable my issue.
Business Response
Date: 07/08/2025
To Whom It May Concern,

We sincerely apologize for the inconvenience the customer has experienced with their order.

The item was incorrectly listed with ********* **************** Lift Massage Chair 40.2" Wide Overstuffed Recliner with Heating/USB (Set of 4) listed at an incorrect price, It is never our intention to mislead our customers, and we regret when these rare errors occur.

To rectify our error, we will provide a full refund to the customer, once the incorrect item is returned. If the customer has any additional questions or concerns, they may contact ***** C at ************. We hope this information is helpful in resolving the complaint.

Kind Regards,
Wayfair.com

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Wayfair, LLC is BBB Accredited.