Complaints
This profile includes complaints for Wayfair, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 5,878 total complaints in the last 3 years.
- 2,091 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/16/2025
Type: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.
[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,
***** ****** return and refund. At this point, I believe that I should not only be refunded the cost of the product but also the return shipping fee for my inconvenience. I purchased via ****** with a credit card.
Business Response
Date: 07/23/2025
To Whom It May Concern,
We apologize for the inconvenience the customer has experienced with their order. We were able to set up a return and provided a full refund.
We are proud to offer our customers our ****** 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 stepped outside our policy and issued a full refund back to their original form of payment.
We reached out to the customer to further apologize and offer assistance with their return. If the customer has any additional questions, they may contact ***** C at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:07/15/2025
Type: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.
[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,
**** ****** the lack of color wheel knowledge, I have to pay $50.00 for a return label! $50.00 for Wayfair's error. I tried to call back on Tuesday evening and was put on hold for 1 hour and 20 minutes while they "tried to locate a supervisor" that they never did. This thing is coming to me now and I being a disabled veteran have to pay $50 and lug this 95 pound box 12 miles to our nearest Fed Ex.Business Response
Date: 07/23/2025
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.comInitial Complaint
Date:07/15/2025
Type: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.
[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,
********** *****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.comInitial Complaint
Date:07/11/2025
Type: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.
In July 2025, I ordered a sideboard and the one I received looks far different than the picture in color and texture. I would like a full refund instead of them taking $82 for shipping. It's not my fault they misrepresented the item with a much better picture. What I wanted is shown in their picture. What I received is in my home next to the table I was trying to match.Business Response
Date: 07/17/2025
To Whom It May Concern,
We sincerely apologize for the trouble the customer has experienced with their order. To rectify our error, we have provided the customer with a full refund as well as a promo code to use on a future order.
The customer placed their order on July 6, 2025 for the Aureanna 75'' Sideboard which arrived on July 11. Regrettably, they received it in a different shade instead. We are working with our warehouse to ensure this kind of error does not occur in the future.
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 have reached out to the customer to further apologize and provide a full refund and a promotional code on a future purchase. If the customer has any further questions or concerns, they may contact ***** C at ************. We hope this information is helpful in resolving this complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:07/11/2025
Type: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.
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,*******
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
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