"So I'm going to be completely transparent about my experience in high hopes that nobody else will go through what I've been through thanks to this company. In late June of last year, I placed an order through their app that you can download via phone. I picked out a few quality looking items and then went to hit the purchase button. It was late. I was tired. It didn't go through but it didn't deny the payment (but I didn't know this yet). I hit the button out of frustration a couple more times and then went to sleep. When I woke up, I tried once again as I lived in Rexburg Idaho at the time and needed these items because nothing home goods related was available to be shopped at out where I was located.
Well, shame on me, I hit the stupid purchase button one more time. Only - this time it went through and so did all my other previous purchases (even though I had closed the app and everything). It charged me for several different orders. Hundreds of dollars that I did not have. I had to wait as they were closed on the weekends but promptly called first thing Monday. Went through customer service, was told I'd be assisted and these things refunded, that nothing should have shipped, and it would be taken care of. Less than 24 hours later - EVERYTHING had been shipped. They couldn't cancel and now they wanted me to be in charge of returning all of these items. So I waited. The packages didn't come in the time they said they would and when they finally did - my neighbor had grabbed them for me as I was out of town. She went to training for military purposes and my packages sat in her apartment with me unaware. The whole time I asked for proof of delivery as they guaranteed me that things had been delivered. My thought was, how could you not have someone sign for nearly a thousand dollars worth of bought material from your site.
I took it to my bank, tried to stop the payments AS WAYFAIR HAD DIRECTED ME TO DO, they refused my claims and after weeks of battling that out won the case and kept my money. I called again once my friend came back and told me she had these things and finally received word that they had known my friend had taken these things for me. I was livid as they didn't express this through the process. Again I thought I spoke to the right person. He swore he'd call me back, that this matter was personal to his heart, and promised me we'd handle it as soon as everything was received. I've yet to be refunded for the money they stole and I've yet to see anything come back into my account. These people are dishonest crooks and will play everything out to their advantage. All around it was horrible timing on my part but this company is a joke. Those things I bought were not worth their money and I regret ever having downloaded the app. I keep it as a reminder - since my orders and the numbers of those orders are still on there. I show that to my friends and family to show the hell they put me through. Things say 'returned' that were never refunded. This company lies and I hope their scheming gets shut down because none of what they're selling is ANYTHING worth the price they put it for."
"I noticed this on email: DO NOT DISPOSE OF BOXES IF THERE ARE ANY ISSUES WITH YOUR ORDER.
You are required to inspect your order and ensure all parts are present and arrived in good condition BEFORE you dispose the boxes and packing materials.
IF THERE IS ANY DAMAGE or DEFECT TO YOUR ORDER, YOU NEED TO INFORM Totally Furniture WITHIN 24 HOURS.
We will need pictures of any damage/defect to the item and the outside of the box. Totally Furniture will work with the manufacturer to get you replacement parts. If you decide you want to return your item, you are subject to Totally Furniture Return Policy. Please do not cut or rip boxes when opening your package, you are required to return an item in its original packaging.
So I made sure to carefully open and undo everything. Leg had a 3 in chunk out of it. Side piece had the same. Table TOP has a gouge in it. And 4 small chips throughout the whole thing. Don't want to send it back after seeing these reviews so I put permanent marker in the legs and am looking to buy a whole new table. Not dealing with Wayfair/Totally Furniture again. "
"after having a disappointing experience with the main line, reps, and non-knowledgeable phone reps, I joined the professional program. The rep was great, saved me money, and was a pleasure to deal with."
"ordered colour ''linen'', this is what it looks like for real. Asking wayfair for return and full refund, they making it hard by withholding the shipping fee for returning obviously wrongly advertized item. Make first good fotos of the stuff u sell people, instead of mesleading customers!!! No more shopping here! you will be approached by my lawyer!"
"This is the worst experience. Tiles were sent in wrong colors, re-ordered twice and they couldn’t not fix it. Lost a lot of time and money and end up ordering from somewhere else and redoing the floor. Stay away, they look cheap but you will end up paying much more"
"this place is a joke do not buy anything from this place! the items you get a horrible quality for the high price tag and then when you believe you have paid your account off you get harassing phone calls months later saying that you still have a balance and its been collecting interest so a 30 dollar discrepancy turns into a nearly 300 dollar payment in less then 4 months. pathetic, and since I'm a web user they don't send out statements. i will not be buying anything from wayfair again and i will be telling all my patients who move to the Seattle area to avoid at all cost. this is what i get i guess for buying furniture online. next time i will just be going to a store and buying better quality with better service, then crap with just as **** service "
"Ordered some knit potholders. They were about $32. They were so stiff and thick a sane person could never describe them as potholders. They were really trivets--to put a hot pot on. Returned them and was credited $18, after all their shipping charges and whatever. Ridiculous nonsense. I wish I'd checked here first. "
"Just moved into a new house. Needed the cabinet ordered quickly so I ordered it in advance. It took over a week to ship and once it finally got a scheduled delivery date, I got a phone call that they LOST my order and would need me to call and reschedule another delivery date once it was “found”. I called and the customer service was absolutely horrible. She was sloppy, rude, and mumbled into the phone whilst laughing and talking with other coworkers as if there wasn’t even a customer on the phone! She never once offered even a single apology. She was to return my call and never did. So I finally called back again and she said “oh yeah. We found it. Can’t deliver for another week” .... took nearly a month for delivery and I will never spend another penny at Wayfair and I highly suggest nobody else does either. I’m nervous to open the package - if the quality is terrible I will be contacting the highest management possible. Never again. Don’t buy from Wayfair!!!!!!!!! "
"Found a great price on a bedroom dresser and purchased it. Got a delivery date of 2 days later. I was excited. Shipping date came and went with no delivery. I checked the tracking number provided and FedEx claims they haven't even picked up the package yet. Wayfair claims it shipped and FedEx has it. Then they say the shipping label printed 2 days prior but it's still sitting in their warehouse. Then I had a hassle trying to get a refund, as they say, they can't issue a refund until the order shows as returned. It never left! This was my first and last time dealing with wayfair. Horrible shipping updates, and play the blame game with FedEx.
"first didnt delivered the right date made us wait then delivered a broken and damaged table. Horrible company. "
"Their delivery dropped off a 100 pound sofa on the first floor (I live on the 2nd). I hurt my back trying to carry it up and am going to sue this trash company."
"I purchased a total of 4 La-Z-Boy pieces. All from the James collection. Two Power-Remote-Headrest & Lumbar Recliners, one full reclining sofa, and one manual rocker. They were all delivered as Wayfair arranged. Upon setting up the sofa I noticed just above the handle mechanism a small portion of the leather was wrinkled. It was not bad enough to be ugly, but definitely noticeable. I contacted Wayfair and they went out of their way to make it right. I am 65 years old and not the easiest to please, and rarely make comments regarding purchases, but I just had to give Wayfair a well earned attaboy. They take care of their customers."
"I saw a great sofa on Joss and Main ( a Wayfair brand) it was the right color and advertised on sale as $399.00 Awesome! When I clicked to add it to add it to my shopping cart the price changed to$514.00. I contacted customer service and was told that the thumbnail said " as low as". I took a screenshot and sent it again to customer service to show it didn't say " as low as " it showed a gray sofa at $399.00. I was told that they " we're sorry for my frustration, but the price remains. This is how we do business. I reached out to them one more time before contacting the AG s office of consumer affairs. This is a classic example of bait and switch. "This is how we maintain our margins" and "we have no intention of changing the price" I am going to contact corporate headquarters in Boston to let them know what I think of their business practices. FYI Wayfair brands netted 6.2 billion in FY2017"
"To clarify the situation leading to my refund:
In no way was "order ######## not right for me". This couch would have been splendid had it arrived when promised. I ordered it on Nov 10th and was hoping to have it in time for family arriving for Thanksgiving. After that didn't happen I thought - okay, well at least I will have it in time for the holidays, and planned to have it when I held our annual Christmas Party on Dec 22. Still nothing.
After not receiving it I spoke to your service team and was promised to have it by January 3rd, and when I spoke to the trucking company, was assured I would have it by January 6th at the latest.
Today I phoned and was told the delivery was scheduled for this coming Saturday. Unfortunately we are leaving town for 3 weeks starting this Thursday and there will not be anyone here to receive the couch, or even to help the delivery driver (as we had promised we would be here to help offload the couch, etc.).
The problem lies not with Wayfair, but with who you have contracted in Colorado to do your deliveries. If you look at your tracking information, you will see that they have had my couch at their location in Colorado Springs since December 14, 2018. We are 2 1/2 hours away from Colorado Springs. The roads have been clean and dry except for a few days of snow, and even then the snowplows took care of the highways immediately. We live right off of Highway 285 and have easy access to deliveries. We are also here all the time (it is our business as well as our home). We are here to help with the off loading of any delivery as well.
To say that I am extremely dissappointed (with Wayfair) is putting it mildly. I could not recommend this company after this experience."
"For a variety of reasons, the shipping process for a five-item shipment was a disaster. Wayfair's customer service could not care less. Wayfair would not event contact the shipper that it selected to determine why four out of five items were never delivered."