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:08/29/2022
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.
I ordered a sofa from Wayfair. Once the order shipped from the distributor, I learned that they sent just the middle console part of the sofa (the listing is for a left-facing recliner section, right-facing recliner section, and console section --- three pieces). I've contacted Wayfair numerous times and they said "... your item is a loveseat sofa with storage included..." and they will not acknowledge that this isn't what was sent to me. They've since TRIPLED the price of the product, and all the reviews on the listing say the same thing --- everyone who ordered the sofa has only received a center console.
Business Response
Date: 08/31/2022
To Whom It May ****************** sincerely apologize for the inconvenience the customer experienced with their order.
We partner with several online retailers. Unfortunately, we incorrectly listed the Goal Keeper Console With Storage as a sectional, when it was only the console with storage. It is never our intention to mislead our customers and we regret when these rare errors occur.
In an effort to rectify our error, we have provided a full refund to the customer. If the customer has any additional questions or concerns, they may contact ************ at ************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.caInitial Complaint
Date:08/29/2022
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.
[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. I was contacted by ****** at Wayfair. She told me that she would work with me to get a lower price in another item of furniture. So, after searching through Wayfair I found an item that I liked. Within this process, the item changed names and the price went up. When I spoke to ****** over the phone she checked the item and told me the discount that she could give me for. It actually only brought the item down to the original price that it was the week before within $50 or so. She was able to take an extra $50 off, but that did not bring it anywhere near a discount that I I feel I should have been getting to compensate for the item that I originally purchased for $275. She said that she could not get it down that low at all, or even near it. I found the same item on another website for around $329. So I told her I was not going to be working through this with her anymore. She was very polite and professional and very friendly. But she seemed constricted by Wayfair business model.
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,*****
t I would like from Wayfair is my purchased product at the price that I originally paid them for it, or the ability to purchase an item at the same quality and original price at the sale price I paid. I do not want a routine patterned response again from Wayfair. I believe that they use illegal bait and switch tactics and deceive customers with wrong prices and wrong information to get them to purchase from their website. I want the furniture that I purchased, and not excuses from Wayfair. I do not want an answer similar to it was now out of stock or anything that would put me off from completing this complaint. Since they are company where their stock has provided them billions of dollars, they can certainly afford to honor their pricing, get the customers what they spend time choosing and paying And my alarm for.Business Response
Date: 09/06/2022
To Whom It May ****************** sincerely apologize for the experience the customer has experienced 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.comBusiness Response
Date: 09/16/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order.
We do our best to ensure our products are listed with the correct and most up-to-date information. Regrettably, when the customer was interested in purchasing the ******** 62" Wide Pine Wood Sideboard, it was listed with the incorrect price. We deeply regret any inconvenience this error caused to the customer and have updated our listing accordingly.
Additionally, per our order acceptance policy, Errors will be corrected when discovered, and Wayfair reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted). This policy can be viewed here, https://bit.ly/3CsISN8.
We reached out to the customer to further apologize. While we are unable to honor the incorrect price for the ******** 62" Wide Pine Wood Sideboard, we have stepped outside our policies by providing a lower price for the ******** 62" Wide Pine Wood Sideboard. We also offered to provide a significant discount on a similar ********* Stand for TVs up to 70" by Lark Manor.
If the customer has any further questions or concerns, they may contact *********************** at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 09/21/2022
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.
[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.] I have rejected this response because all the did offer me a discount on the original piece of furniture that I wanted, it wasn't at a price that I wanted to pay for it. Also, the piece of furniture that they said that they would discount for me, the Ahamra, changed prices in my inbox and also changed the name of the same product. The price went up by about a hundred dollars, and the discount that they were willing to give me brought it back to the price that it was a few days before. I am not accepting this because I believe that Wayfair has the ability to keep correct pricing on their website so that customers can have a dependable experience. The amount of complaints that they have is ridiculous because of this. I wasn't expecting the original piece to come down to a price that the Edgecombe sideboard was listed for at $265. But I was expecting a real discount on another piece of furniture like they had said they would work on this phone, not giving me a discount of piece. Piece they had just raised by $100 and brought it back down. Disrespectful to the customer.
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:08/29/2022
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.
I did contact ****** and she acknowledged that wayfair incorrectly cancelled my order as the website pricing of $55/bench was incorrect. ****** offered to sell me the benches for 190/each. I dont feel that Wayfairs mistakes should be at my expense. I did nothing wrong here. I did respond to ****** that I felt that price was too high. I also stated in my email that it appears she is referring to a completely different product as I had originally just purchased two simple benches. The product that she was offering me had storage in the title. She has not responded to my email.
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: 09/02/2022
To Whom It May ****************** sincerely apologize for the experience the customer has experienced 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.comBusiness Response
Date: 09/07/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding a pricing discrepancy. To rectify this error, we offered to provide the customer the Adacia Upholstered Drawers Storage Bench at discounted cost or to locate an alternate on Wayfair.com that is within the customer's price range.
We encountered a pricing error for the Adacia Upholstered Drawers Storage Bench and as a result, the customers order was canceled and all pending charges were voided. We truly regret when these rare errors occur and are making all efforts to avoid a similar situation from happening in the future. Additionally, per our order acceptance policy, Errors will be corrected when discovered, and Wayfair reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted). This policy can be viewed here, https://bit.ly/3CsISN8.
We reached out to the customer to apologize. 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:08/28/2022
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.
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.
Although things are making progress, there still seems to be some confusion. The Wayfair response to the BBB indicates that the additional 10% off code was refunded on 8/16. I agree with this. The purchase price was reduced 10% and a credit of $18.98 was applied 9$17.80 for 10% of merchandise plus $1.18 state tax). I also received an e-mail (attached) which acknowledges the difference between the brochure price and the price charged. A credit of $18.71 was given on 9/1. My calculations indicate a credit of %***** is still due me for the price differential.
The total cost of the sale should be $134.33 (not the ****** in the attached e-mail):
139.98 [email protected]
14.00 Extra 10% Off
8.35 ****** ** Sales Tax
134.33 Corrected Price for order
The credit of $17.80 (before tax) on 8/16 referenced in the attached e-mail was the application of this extra 10% off:
189.79 Original Payment via Paypal
-18.98 Refund on 8/16
-18.71 Refund on 9/1
****** Total Charged to Paypal
****** Charged (less 2 credits)
-134.33 Corrected Price for order
***** Still Due
************************;
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,******
s. The next day I did receive an e-mail which applied a credit for the additional 10% off code, but did not received any credit for the advertised price difference for the item. I contacted Wayfair Customer support, this time speaking to ********, who could not find any request for the price difference. She put in a request to the Customer Mangement team which processes these refunds and stated I would get an e-mail.When I got an e-mail from My Case Manager (signed by **********) it denied the refund stating the price has not changed from when the order was placed. Since I still have the brochure, and I could find any sale expiration date, I would appreciate your help in obtaining an additional ***** credit for the difference between the advertised price $134.33 (******2-10%+.06625 Sales Tax) and the net amount charged to PayPay $170.81 (****** *****). I think it is unreasonable and unexpected for an Back-to-school savings Sale to expire a month before school reopens.Business Response
Date: 09/02/2022
To Whom It May ********************* apologize for the trouble and inconvenience the customer experienced with their order.
The customer ordered the 2 Deck Boxes he found in a sales brochure on August 16, 2022. *************** contacted us on August 16,2022 to request a price match after his purchase was made and an additional 10% off of his order through a coupon code he found in the brochure. The customer stated that this promo code did not work at the time of check out. Wayfair does not apply promo codes post-order. As a one time exception, we were able to add promo code and issue a credit to the customers account regarding the price match request.
We have not been able to reach the customer at the number on file as it is currently not in service, but we did send **************** an email apologizing for the confusion and advising him of the resolution.
Wayfair invests in everyday low pricing to benefit all of our customers. In order to ensure that all Wayfair customers are getting the most competitive pricing, we will price match within 7 days of the order and there are no active promotions. We work hard to provide our customers with the best prices available on the market. Therefore, our prices fluctuate to match our goal: to remain competitive and provide our customers with the lowest prices possible.
We have reached out to the customer to see if further assistance is needed. 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.comCustomer Answer
Date: 09/15/2022
[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: 09/14/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding a pricing discrepancy. To rectify this error, we have issued a final credit of $17.77 to the customer for the 2 Deck Boxes.
We truly regret when these rare errors occur and are making all efforts to avoid a similar situation from happening in the future. Additionally, per our order acceptance policy, Errors will be corrected when discovered, and Wayfair reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted). This policy can be viewed here, https://bit.ly/3CsISN8.
We have reached out to the customer to see if further assistance is needed. We were unable to reach 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.comInitial Complaint
Date:08/27/2022
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.
We purchased an adjustable bed frame but realized it did not use our coupon. We asked to add our coupon and they said no that we had to cancel the order and order again under my wife's account and phone number. So we did so. They never processed the refund for the first order that was cancelled. I called and they acknowledged it was cancelled and said I needed to return it. I informed them I cancelled and reordered the same day and we never received the cancelled order. They said it was being shipped back and when it arrived they'd process the refund within a week or two. We forgot about the refund until trying to place a new order now almost 10 months later and it is still showing as it is being shipped and we never got the refund. We would like our money back for an item we never received.Business Response
Date: 08/31/2022
To Whom It May ****************** sincerely apologize for the frustration the customer has experienced with their order.
***************************** placed two orders for the 15" Massaging Zero Gravity Adjustable Bed with Wireless Remote on November 16, 2021. The customer wanted to apply the coupon to the original order. Wayfair does not apply promo codes post order and the customer requested to cancel their order on November 16, 2021. Wayfair was unable to complete the cancellation request. The customer requested to return the bed on November 22, 2021. There was a processing error issuing the customer's refund. We have since corrected the error and issued the customer's refund on August 28, 2022.
We reached out to the customer to further apologize. If the customer has any additional questions or concerns, they may contact ******************************* at **************. We hope this information is helpful in resolving the complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:08/27/2022
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.
[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.] Hi I dont feel as Id giving me a 15% is satisfactory enough because I cant purchase that same item at the price it was advertised for. I just want them to honor the price they promoted. That will satisfy me completely!
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: 09/02/2022
To Whom It May ********************* sincerely apologize for the trouble the customer experienced with their order.
It is never our intention for our products to be listed incorrectly on our site and we cannot apologize enough for our error.
Wayfair invests in everyday low pricing to benefit all of our customers. In order to ensure that all Wayfair customers are getting the most competitive pricing. We work hard to provide our customers with the best prices available on the market. Therefore, our prices fluctuate to match our goal: to remain competitive and provide our customers with the lowest prices possible. We have sent Ms/************** a 15% off promo code as our apologies for any inconvenience she may have experienced. We also reached out to Ms./************** to apologize to her directly. We were unable to reach here, therefore we sent an email.
We have reached out to the customer to see if further assistance is needed. 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.comBusiness Response
Date: 09/14/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order. To rectify this error, we offered to provide a significant discount on the Bunk Bed set if Mrs/************* chooses to make the purchase.
We do our best to ensure our products are listed with the correct and most up-to-date information. Regrettably, when the customer was interested in purchasing the bunk bed, it was listed with the incorrect price for the color preference. We deeply regret any inconvenience this error caused to the customer and have updated our listing accordingly.
We reached out to the customer to further apologize. We have stepped outside our policies by providing a lower price for the bunk beds if the customer chooses to make the purchase. We also offered to provide a 15% discount code on the order.
If the customer has any further questions or concerns, they may contact ******************************* at **************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:08/27/2022
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.
I placed a order august 25th around 7am it instantly went on hold once I submitted it, I called in and 8am to get a reason they said it was a error it will fall off at 5pm or it may take 24hrs I called next day which was more then 5 hrs & 24hrs and still nothing, I got told they would put in ticket to get it removed so I waited 5 more hr called back in & asked for a supervisor she told me, that she shows it processing and some stuff was being shipped out, ok so here we are today aug 27th at 1:20pm I just call in they are basically saying same thing, literally nothing has been done & then I ask for a supervisor and (*******) I believe name is yelling saying there is no supervisor Ill have to wait 1-2 business days to speak with a supervisor. Thats insane and unacceptable worst customer service ever!! So you expect me to wait how long for something they took my money for already. Money is gone and items have yet to be shipped or anything, this is fraud on this company and I will be getting a lawyer immediatelyBusiness Response
Date: 08/30/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced on multiple orders.
We strive to provide our customers with the best shopping experience. Regrettably, due to the significant number of reported defects and damage issues we conclude it would be best for the customer to shop at a brick and mortar store as their experience and feedback indicates we are not the right company to satisfy their shopping needs and standards despite our attempts to fulfill their orders to our highest expectations.
We will not be reinstating the customers' accounts as we do reserve the right to cancel orders under our order acceptance policy which can be viewed here: https://bit.ly/2gOwUm6 Certain orders constitute improper use of our sites and the Wayfair Rewards Program. Wayfair reserves the right, at its sole discretion, to refuse or cancel any order for any reason. A customers account *** also be restricted or terminated for any reason, at Wayfair's sole discretion. Items purchased pursuant to a quantity discount *** be re-priced upon cancellation.
If the customer has any further questions or concerns, they *** contact Taya at **************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:08/26/2022
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.
Date of transaction: June 9, 2022 Amount of money paid: ****** + $300 for attempt of installation What the business sold me: a chandelier Nature of dispute: I purchased a chandelier from Wayfair in June. The developers working in our home did not install it until a month later so the box was not opened until time of installation. The chandelier glass fixture g was completely shattered and unsalvageable. I decided to have an engineer install the base until I figure out what kind of bulbs to use. The engineer said this was not a safe item to install. The pieces provided by the manufactorer and the weight of the glass being held was too heavy for the base to hold, and he did not suggest installing it because of the likeliness that it would fall. Wayfair failed to refund the purchase because its past their "30 day policy". The item was not only shattered upon delivery, it was also defective and dangerous to install.Business Response
Date: 09/01/2022
To Whom It May ****************** 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.comInitial Complaint
Date:08/26/2022
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.
I received a couch from Wayfair on July 21st. Upon opening I noticed the two back cushions were missing. I called Wayfare for a replacement. I was contacted on Aug. 2nd and told the request was in and to wait for 3-5 business days for confirmation. On Aug. 11th I hadnt heard anything so I reached out to see the status. I was contacted on Aug. 15th and told to wait yet another 3-5 days. Finally the cushions arrived on August 24th. I am out of town for work so I had a neighbor grab the package and open it. She informed me that it looked used and 1 of the cushions had incomplete stitching so all the stuffing is exposed. I immediately emailed Wayfair the picture my neighbor sent and asked for a refund on Aug. 25th. I was contacted on Aug. 26th and was told I was outside the return window which had passed on Aug. 22nd (I didnt even have the cushions yet). At the start of all this I had mentioned that Im a traveling nurse and getting ready to leave for several weeks so I wanted to get this resolved before leaving (I was told that shouldnt be a problem). I am now out of state and Wayfair said they would make a 1 time exception but I would need to return the couch today (literally called me at 1:30pm - giving me till the end of the day). I am out of town treating my patients and cant get to my home to package up said couch in 3 hours (oh and I need to buy a $90 box for a damaged couched to be returned). So frustrating! I will never order from Wayfair again.Business Response
Date: 09/01/2022
To Whom It May ****************** 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.comInitial Complaint
Date:08/26/2022
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,
*************************correct. The agent asked if I'd like to proceed with a reorder. I said that yes, I'd like to proceed with the original replacement from 8/24. They indicated that they had since issued a full refund so they could not provide me with a replacement and could help me place a new order. I explained that I did not authorize a refund and had come to an agreement with the previous agent that we would wait to confirm if the item was in stock before considering a refund. The agent explained that the refund had already been issued, so she could only offer me a 10% off coupon on a new order and could not provide a price adjustment. Using the balance from my refund and the 10% off coupon, I would need to pay $700+ more to place a new order. Again, I had already determined with the previous agent that we would NOT proceed with the very refund that is preventing me from receiving a replacement. Wayfair incorrectly canceled my order and is now attempting to charge me $700+ for the same item.Business Response
Date: 08/31/2022
To Whom It May ****************** sincerely apologize for the trouble the customer has experienced with their order regarding pricing. *********************** order has been replaced with the same sofa under a different listing on our website. We also provided **************** with 10% off of the new item and price matched the item to the previous order.
We do our best to ensure our products are listed with the correct and most up-to-date information. We deeply regret any inconvenience caused to the customer and have updated our listing accordingly.
We reached out to the customer to further apologize. If the customer has any further questions or concerns, they may contact ******************************* at **************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.com
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.