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:08/01/2022
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 have not heard from the business in response to my complaint. The complaint has not been resolved. The vendor was unwilling to work with me.
Thank you.
t reviewing any documents from me. I tried to ask for a proper review but the response was the same template language. The other company (Puffy) replaced all stolen items but Wayfair did not even review my request. Wayfair has blocked me from my account. I am providing an email confirmation of the order.Thank you for your time.
Business Response
Date: 08/15/2022
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, On the cardholders Wayfair account, there has been a history of abuse of the dispute / lost in transit / false damage claims procedure. Refunds have been issued across multiple orders. The account has reported fraudulent claims that items arrived damaged or were not received. Requests for photos of damage or police reports for missing merchandise have been ignored. This has resulted in Wayfairs business decision to sever ties with the customer.
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 ******************************* at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comCustomer Answer
Date: 08/15/2022
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.
Wayfair's claim that I have abused the dispute process is an outright lie. I had never requested or complained about any purchased items before this incident. I had only ordered 1 or 2 items from their site before this large order back in June. They have blocked the account so I can't provide proof screenshots of my order history on the account. They should provide proof of the history of abuse they claim was associated with the account. That information about abusing the dispute process is false. I don't understand why they would lie about something like that.
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,Karine
Customer Answer
Date: 08/17/2022
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.
[The claim that there had been abuse of the process is outright false. I had never requested a replacement before this incident. I did not have a long standing shopping history with Wayfair as their response seems to insinuate. They should provide proof of these claims I filed. If indeed there had been abuse on my part, why didn't they say so in their response to me even after I tried to get more information (please see email communications I submitted with the original compliant to BB). They could not include that excuse because it isn't true. I stated in my email to the Wayfair executive that I expected a "yes" or "no" answer with reason for their decision but he did not provide any reason in our email exchange because there was none. They should provide proof that I abused the process in the past. Their response is false and dishonest. It is just heartbreaking to me that an established entity would make false accusations. Thank you for your assistance.]
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,Karine
Business Response
Date: 08/17/2022
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, On the cardholders Wayfair account, there has been a history of abuse of the dispute / lost in transit / false damage claims procedure. Refunds have been issued across multiple orders. The account has reported fraudulent claims that items arrived damaged or were not received. Requests for photos of damage or police reports for missing merchandise have been ignored. This has resulted in Wayfairs business decision to sever ties with the customer.
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 ******************************* at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:08/01/2022
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.
Purchased Closet system through wayfair July 16th, wayfair offered handy service paid for it, they cancelled my service 4 times. I called wayfair for more than an hour and spoke to 2 associates ********** and ****** who did nothing but one tried to charge me again for the service and other offered me a 52 dollar discount. Instead of taking ownership and fixing the issue and getting me a professional who can fix this issueBusiness Response
Date: 08/09/2022
To Whom It May ********************* sincerely apologize for the trouble the customer experienced with their order.
We strive to ensure all orders are successfully filled and delivered to the satisfaction of our customers. When purchasing the Grid 48" W - 96" W Closet System Starter Kit and Grid 25" W Closet System Starter Kit on July 16, 2022, the customer selected to have our third party assembler Handy, assist with the assembly of the item.
Handy strives to match our customers with the right pro for them and their home every time. In the rare event that Handy is unable to have any local pros accept the booking for the assembly, they will cancel and issue a full refund to the customer. It is never our intention to mislead our customers in any way and we regret when these isolated incidents occur.
We reached out to the customer to further apologize and offer assistance with their purchase. If the customer has any additional questions, they may contact *************************** at ************. We hope this information helps resolve the complaint.
Kind Regards,
Wayfair.comInitial Complaint
Date:08/01/2022
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 desk from Wayfair due to their advertised two day delivery. I was scheduled to move on August 1st and when I saw that the desk would be delivered on July 31st, I immediately purchased the item so that I could quickly load it into my car before leaving at 7am. Well, ***** changed the delivery date from July 31st to PENDING the evening of the scheduled delivery date. I called both companies in an attempt to reroute the delivery or even cancel the order and no one helped me AT ALL. I have multiple chats and calls logged with both Wayfair and *****. I am two hours away from my initial delivery location. Now, the desk has been delivered to my old location. In an attempt to return the product, I am still met with roadblocks. Since I no longer live at the location, how am I supposed to continue with the return process??? In addition, I find it to be disgusting how Wayfair charged me a fee of $21 for returning the item even though they falsely advertised a delivery date + failed to provided clear instructions on how to reroute the package when calling ***** tech support. I wouldve just ordered the same desk another competitor. My order# **********Business Response
Date: 08/03/2022
To Whom It May ****************** apologize for the inconvenience the customer has experienced with their order. We will step outside of our return policy and refund the customer in full for the Enprise ******* Desk, once it is returned.
We are proud to offer our customers our 30-day 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 not been able to confirm the tracking provided.
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:08/01/2022
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.
Hi,I am writing with the order #********** purchased from Wayfair tv stand 90 inch. The product was defective we reported same time to wayfair for replacement. Since more than a month passed they r not replacing and not providing any answer.Today, I called wayfair helpline and officer is not connecting to manager or senior people to discuss and resolve the issue. We are fad up with wayfair product and service. I need return of my money if they r not replacing. I have all email correspondence can be provided. Even though, some parts were missing and they r sending different parts which r not required. Please help us we spend approx 600$ plus on this product.Business Response
Date: 08/09/2022
To Whom It May ****************** sincerely apologize for the inconvenience the customer has experienced with their order.
The customer placed their order for the ****************** Stand for **s up to 90" on June 12, 2022. The ** Stand was, regrettably, delivered with several incorrect or damaged parts on June 30, 2022.
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 ordered the correct parts and they have all been delivered, providing the customer with all of the correct parts for the ** Stand to be assembled.
We work hard to create an effortless experience for our customers, and we apologize this wasnt the case with this order. We work very closely with our warehouses and delivery agents to ensure orders are shipped complete without missing parts and delivered without damage.
We reached out to the customer to further apologize for the trouble. 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:08/01/2022
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 have not heard from the business in response to my complaint. Close my account and notify me when its complete.using the phone. I have read Wayfairs customer accessibility policy but dont find any description of my particular challenge or any description of any accommodations for someone like me. I would simply like a refund for the protection plan I bought for the cat statute. Thank you.Business Response
Date: 08/15/2022
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.comInitial Complaint
Date:08/01/2022
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.
Poor poor packaging of an item I cant even get to . Literally cant open . Called wayfair for refund and they are making me go in and out of my email to enter a security code . Are you kidding me ?! Especially when I logged into my account. Regardless this item needs to go to the curb as you cant even open it . I want refundBusiness Response
Date: 08/09/2022
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.comInitial Complaint
Date:08/01/2022
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,
Joeanthony CoteBusiness Response
Date: 08/11/2022
To Whom It May ****************** sincerely apologize for the inconvenience caused to the customer.
The customer placed their order on July 29, 2022 for
KitchenAid 4 - Burner Built-In Liquid Propane ***** BTU Gas Grill.
The customer informed us on August 1, 2022 that he received the incorrect item. To quickly resolve the issue we ordered a replacement for the customer and it was delivered on August 4, 2022.
If the customer has any additional questions or concerns, they may contact *********************** at ****************. We hope this information is helpful in resolving the complaint.
Best Regards,
Wayfair.comInitial Complaint
Date:08/01/2022
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 been in touch with *********************** who has satisfied 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,
************************* ********* kept explaining this to them. I called Wayfair by phone after not getting a reply from the investigating agent that helped me initially, **************** & customer service had to put me on hold to speak with management about it. They agreed that I was due a "FREE" chair & saw in writing that it was promised to me. They asked me to find a replacement chair around the same price of the chair I had paid for & asked me to then email **************** with my options, as she was the only one who could put through this order for me. I emailed ****** on Sat, July 23 & again on Fri, July 29 with no replies. I've been waiting for months to get the original chair I ordered, which I cannot get, so I spent two hours looking for two other chairs as I was asked to do, my first option is $30 ************ second option is $10 more, neither do I like as much as what I had ordered. I simply want what was offered to me, I'm very dissapointed with ****************************** lack of correspondence and resolution.Business Response
Date: 08/09/2022
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.com
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