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Product & services pricing
2.36/10
Chance of future purchase:
0.80/10
Shipping & packaging:
1.71/10
Customer service:
1.88/10
Return/Replacement policy:
0.67/10

Verified
5/5
2018-11-02

Great service

"Great service! Will use again."


Verified
1/5
2018-10-31

Just had a chair delivered and it's broken what makes it worse it looks like it was packed broken

"Would like to speak to someone but you keep telling me the system are down Anthony joyce order number 2286537254"


Verified
5/5
2018-10-28

Wayfair is the Way Go

"I have been shopping at Wayfair for a couple years. Their communication is excellent. Currently, I am redecorating my home and have purchased chairs, artwork, coffee and end tables, lighting, gorgeous mirrors and rugs. Wayfair is truly the way to go for quality and unique items. It’s also a great source for gifts."


Verified
1/5
2018-10-24

Unacceptable

"Unacceptable, disappointed, unprofessional and the worst experience ever!! I called to place an order for a headboard and bed frame to ensure that both items fit with each other. I receive my packages both headboard and bedframe last week and so decided to put it together this week and I noticed that the bolts and nuts to attach the headboard to the bed frame was missing. I contacted customer service and explain the situation to them and I was told that I would receive the missing hardware or the next day. So once the hardware arrived I notice the items were still missing the nuts and the bolts were too short. I called customer service again spoke to someone named Amy she instructed that I should go to a local hardware store and purchase the nuts and bolts and they will give me credit and I told her this is unacceptable the reason why I order online is to avoid the store so long story short I will never order from Wayfair again. They way they treat their paying customers is insane. NEVER EVER AGAIN...no one should be treated this way "


Verified
1/5
2018-10-23

Suspicious Shipping Practices

"After ordering door knobs (https://www.wayfair.com/home-improvement/pdp/stephen-d-evans-mushroom-knob-sdev1047.html) and waiting forever to have the order shipped, I tried to cancel the order. Got an email back right away saying it "just shipped" but "good news": I could return the order. When I was tracking the order, it moved (by FedEx) from New York, NY to Brooklyn and then to Edison, NJ - where it has been sitting for a week now. I am aware of the note "It’s normal for on-time packages to go a few days without being scanned." One week is more than "a few days."I find the timing of the attempted cancelling and the supposed "shipping" also quite suspicious."


Verified
1/5
2018-10-21

Wayfair makes you pay for returns unless you get a store credit and on sale items they don't even do that!

"I ordered a couple of end tables and a large lamp from wayfair. The end tables were too big so I sent one back and was only able to get store credit. The lamp didn't look right because it was too big for the area. I had to return it and was charged $51.00 for the return. Really bad customer service. Previously I had ordered a couch and they were 1 1/2 months late on the delivery. I should have learned my lesson from that. I will never use them again."

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Verified
1/5
2018-10-19

Misrepresentation of product

"I ordered the Fentress platform twin bed with trundle. that was exactly what the product was called and had a picture of the product. i also ordered two mattresses, sheet sets, and quilt sets to go with it. when I received the products the twin bed was missing. i called customer service in which Jason tells me that the twin bed does not come with it that the order was for the trundle unit only. I told him that I made a copy of the order which included the title of the product above and the photo. He said it was a misunderstanding and would not even apologize. i told him I wanted to speak to his supervisor and he told me it may take a couple of hours or a couple of days before someone would call me back. I called the next day only to hear the same thing from Cody who was in customer service and he said that he would be glad to set up for a return but I would have to pay shipping cost. I also went back on their website to look up the product and it had been removed from the website and could not even look it up by the exact name and product number. they had a trundle unit that looked just like the one I received and it had the same product number but a different name. At this time I realized I was being shafted and demanded I speak to Cody's supervisor. After waiting on the phone for approximately 22 minutes Naomi is on the line to assist me. I told her that Wayfair is the absolute worse place of business I have ever dealt with in my life and demanded they pick up their "junk" off of my front porch where Fedex had delivered. The next day UPS picked it up and on the return label receipt that UPS left on my doorstep read" return Fentress platform twin bed with trundle. What a joke! "

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Verified
1/5
2018-10-13

Beyond unreliable

"I ordered an outdoor dining set that was supposed to be delivered a few weeks ago. First it was just delayed. When it finally arrived, it was missing chairs. The Wayfair told me I could keep it as is (with 4 chairs instead of 6), but had to sign papers that I received the order in full and had no claims. I said I would sign for what I received, but they refused (were very rude about it, too) and took the whole thing away. Then we had a week’s long exchange where some of their reps said the missing chairs arrived in the warehouse and some insisted they were lost in transit. We finally agreed with the manager Sam that I’ll take what they have, sign that I received everything, but he will make sure I’ll get the missing chairs. The delivery was scheduled, I received a confirmation email, amended my schedule, waited for 4 hours, but my order never arrived. When I called, I was told there was a mistake and my set didn’t get loaded on the truck. Two more hours on the phone and the manager of the warehouse gave me his word I’ll receive my set the first thing in the morning. But nope, it did not arrive the following morning either. Wayfair is beyond unreliable."

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Verified
1/5
2018-10-10

Chitting on me

"I ordered a bunk bed that supposed to come after in weeks. After four weeks after bombarding them with phones I was told that some parts of my bed are lost and they need cancell my order and place it again. After another two weeks they changed my order into a similar bed without informing me but the delivry time now was 2 months! The bed I ordered was obviously out of stock and they were plaing games with me to not to loose money they could earn. It was 2.500$. I cancelld this order after 5 weeks of waiting! I place my new order at Amazon for a very similar bed for 1.500$. It came in 8 days! Be carreful!
"


Verified
5/5
2018-10-03

Chris in customer service

"Had a pretty terrible experience (mostly with the shipping aspect of our order and Fed ex) We had taken days off to a comodate delivery- apparently fed ex doesn’t call or buzz you when they arrive, they shout your name in the lobby and if your not sitting there they call that an attempt to deliver. So after three days of this we finally waited in lobby and got our delivery. Get the extremely heavy box upstairs, threw out back in the process only to open the box and find it broken in several pieces!

Called Wayfair and spoke with Chris. He was so professional, sympathetic and helpful from the beginning. He went way above and beyond and rectified a terrible experience. This man was also very patient with my less than pleasant boyfriend. He was able to please both of us, got us a better bed frame for what we paid and made the experience in terms of service quite wonderful. Chris truly was a gem! Wayfair I hope recognizes him for his great service, I would hire that man any day!

Chris, I hope you see this, or win employee of the month or something! But you made me a Wayfair customer for life!

Great company, and stand behind their service and product. I couldn’t be happier with the outcome of a rather terrible beggining.

Thanks again to Chris working Oct 3 around 630!

"

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Verified
1/5
2018-09-20

Delayed

"Ordered was delayed, I was told the day before after making arrangements for delivery and I had a house warming planned so I definitely needed my furniture.. They responded quickly to my emails but what good is that if I'm getting the same answer which is basically, they're not sure when it will be here.. Then if I get a refund I still can't use that money to buy new furniture so my plans can go accordingly.. This was my first and last experience with wayfair.."


Verified
1/5
2018-08-31

Horendous experience. We waited for 3 weeks, Wayfair is unable to deliver an order we placed while it is stuck at their shipper for 2 weeks

"Summary:

Uses unreliable delivery service in the Phoenix, AZ area. Cannot get the order delivered the last 15 miles for the last 3 weeks. Wayfair just tells us to wait another 2-3 weeks. The worst online shopping experience we ever had.

Details:
Ordered a vanity top on 8/11/18. Wayfair shipped it 3 days later using freight service. It arrives at their chosen delivery service on 8/17/18. For few days we don't hear from the delivery service, so we call Wayfair to schedule. The delivery is scheduled for 8/22/18 between 11 and 3. I took time off from work and waiting at home for the delivery. At 4pm, no one arrives or calls us. After reaching the delivery service, they told us sorry, could not find your package, we don't know where it is.

For the next two weeks, Wayfair "was looking" into this and then they just tell us to "wait couple of weeks to see if the delivery service will deliver it". WTH

My advise, order from Amazon and you'll get your stuff reliably and quickly. Stay away from Waifair, we will!
"

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Verified
5/5
2018-08-25

Outstanding customer service

"Any time I’ve had an issue with a product I’ve ordered off of wayfair they literally refund me right away and tell me to “dispose” of the item- a lot of times it’s just a minor defect so I’ve fixed it but still gotten a full refund and got to keep the items which is unheard of. Most of their products are good and anything that isn’t up to par they’ve practically given me. "


Verified
5/5
2018-08-21

Excellent customer service

"The reason Wayfair gets 5 stars is because of its employees. I called as a disgruntled customer as my order was not delivered completely and one of the chairs had defective floor protectors that scratched up our floors. I was assisted by a young lady called Tasha who was professional, courteous, polite and extremely helpful. After carefully documenting the details, she transfered me to Sara M, who was just as kind and patient as her. Both of these ladies were so thorough and cordial while doing their jobs that it made the return and refund both simple and fair. Sara made sure we received a full refund and sent us a check for whatever was extra for the cost of repairs. She personally followed up with us at every stage of the process to ensure it went smoothly right up to the processing of the refund and delivery of the check. From now on we are only buying furniture from Wayfair and telling all our friends and family to do the same. This company is successful because it has people like Sara and Tasha working for it. As long as it keeps hiring employees like them, it will always remain head and shoulders above the competition. You can buy from them with confidence because you know that if there is a problem - they will not only fix it but make up for it. Best customer service ever. "

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Verified
1/5
2018-08-15

Never received my item after waiting for 2 months

"I ordered a couch mid June and was told it would be in the second week of July. I paid extra for in home setup and disposal of cardboard. When I had not heard I called to see where it was and was told it would be there by the end of the week. 5 days later and still no contact. This continued for the next three weeks, where I phoned no less than 10 times to see where it was. It seemed nobody would give me straight answer. The first week of August I received a voicemail from the case manager saying my couch was “in the warehouse ready to be picked up” by me. I then received an email from Wayfair asking to rate my delivery service. When I called Wayfair, they insisted the couch had been delivered and were shocked when I told them I did not have it, and no one had even so much as contacted me for delivery. After much hounding of the case manager she finally told that the couch had been logged as “lost” in their system. She then told me she would talk to her manager to see if I could get a 50$ credit. Throughout the entire experience no one had contacted me even once at any time. I cancelled the order and bought a new couch somewhere else. I will absolutely never be ordering from Wayfair again.
My advice to you: skip Wayfair, and order from somewhere that actually cares about their clientele.
"

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