Complaints

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

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Wayfair, LLC has 9 locations, listed below.

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  Wayfair, LLC

  4 Copley Pl Fl 7 Boston, MA 02116-6504

  
• 

  Wayfair, LLC

  500 Boylston St Boston, MA 02116

  
• 

  Wayfair LLC

  2820 N 35E Lancaster, TX 75134

• 

  Wayfair, LLC

  115 Meadow Rd Bldg 200 Dock Doors 140-155 Hyde Park, MA 02136-2361

  
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  Wayfair, LLC

  550 S Depot Dr Plain City, UT 84404-1312

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:07/10/2025

  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.

  [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,
  
  ***** ******* 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

• Initial Complaint

  Date:07/10/2025

  Type:Service or Repair 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 purchased an item, it broke instantly(cheap), they were well in replacing it fast but, in turn they decided to lie and tell me they were going to get set for pickup and they instead labeled my item as trash and donation leaving me to deal with a huge, heavy item that they said they were going to pickup. When I went to customer service about this they continued telling me (which wasnt stated before) their policy is no pickup and I can responsible for donating and disposing of this item because, of their return policy which was NEVER told to me. The manager came to basically handle nothing and this was after one of their employees said it was set to be picked up. They then send me an email saying the item was received and returned so theyre liars. Doubling down on lies from them at this point. To no resolve and I am to deal with this extra, broken, damaged item from them at my expenseas if I didnt already pay for something broke. So for them to drop off the replacement and lie and say they RECEIVED the old one and its sitting in my living room is wild and no longer the truth. Do you guys or do you guys not do pickup? You clearly do, and lie about it

  

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

  Wayfair.com

  
  

• Initial Complaint

  Date:07/09/2025

  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.

  On July 6th, I purchased 4 items from Wayfair. Immediately, I submitted a cancellation request, and they said they would respond. I received responses on July 7th that all the items were unable to be canceled. Now that I want to return them, they want to charge me for return shipping. This seems like they are taking advantage of customers.

  

  Business Response

  Date: 07/17/2025

  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. With the contact information we have on file and provided here with the BBB, we have not been able to reach the customer. We would like to reach 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 helps resolve the complaint.
  
  Kind Regards,
  
  Wayfair.com

• 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.

  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: 07/16/2025

  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,
  
  

  

  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:07/09/2025

  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.

  May 2025 .I ordered six sheets and returned all for refund. They shorted me ****** dollars. I have credit showining purchase amount and refund amount. I offered to email a copy of said statement and the **** said she was not intrested

  

  Business Response

  Date: 07/17/2025

  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

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair 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 ordered a rug from Wayfair and realized it was the wrong size rug so I tried canceling it immediately and was given a notice that they will notify me if they can cancel the order. I ordered the correct rug in the meantime and later received a notice that they couldnt process my cancellation but I can return it once I receive it. I received both rugs and they were only plastic wrapped they did not come in a box. I put in a request through their app to return the rug I originally wanted to cancel. I went through the prompts and was informed that they could either give back only 15% of the money I spent which is $11.90 and keep the wrong item I ordered or I could send it back but I would have to wrap it the same way I received it and pay for the shipping as well in ordered to get back the full amount I spent on the rug.

  

  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 arranged a free return for a full refund.
  
  The customer placed their order for the Indoor Rug on July 4. The customer contacted us on July 4, 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 arranged a free return for a full refund. If the customer has any further questions or concerns, they may contact **** *. at ************. We hope this information is helpful in resolving the complaint.
  
  Kind Regards,
  Wayfair.com

• Initial Complaint

  Date:07/08/2025

  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.

  Order #: ********** I initially ordered a white cabinet that fits my space on March 16th, 2025. I cancelled the original order on April 24th because it had been on backorder for so long. I ordered a new style the same day. I received the newly ordered cabinet on May 1st. It was the wrong color (black). I ordered a white one. I contacted Wayfair through chat and asked for a return and for them to ship the correct color (May 11). ***** picked up the return on May 13th. Another cabinet was delivered on June 19th...again, the wrong color (black). I requested another replacement on June 28. The returned cabinet was picked up on July 2. Today (July 8th), I received the replacement...again, it was black, even though I received assurances from a supervisor that he would verify and instruct the fulfillment section to check the color. The entire process with Wayfair took 115 days (3 mos & 23 days). I chatted with customer service today and requested that they pick up the black cabinet and refund my money. I even had to tell the customer service agent that the icons on the sales site were wrong. When you hover over the black cabinet, it is described as white. The white was described as black, etc.

  

  Business Response

  Date: 07/15/2025

  To Whom It May Concern,
  
  We sincerely apologize for the inconvenience the customer experienced with their order.
  
  The customer ordered the Yale Linen Cabinet on April 24, 2025. The customer contacted us on May 11, 2025 to report receiving the item with a different color.
  
  Wayfair's exclusive brands help our customers to shop cohesive looks and styles in a user-friendly way. We work with many suppliers and manufacturers to create products for our exclusive brand. The customer received a different color than they ordered multiple times. 
  
  We have reached out to the customer to further apologize for any confusion and have fully refunded the customer. 
  
  If the customer has any additional questions or concerns they may contact ***** *. at ************. We hope this information is helpful in resolving this complaint.
  
  Kind Regards,
  Wayfair.com