Wayfair USA Reviews 4,782

Purchase 5k in furnture. Had to call my bank to raise my daily limit. Had the bank stay on phone with me for purchase. Way fair canceled the order as soon as i got off the phone and they took my money. Called, they stated ill have to wait to reorder my product, until my funds return. Beyound upset about this whole experience.. shame

Date of experience: April 21, 2025

After hearing an add recently I will never do business with this company again!

Date of experience: April 21, 2025

This is the Third time I am using Wayfair after shifting to a new and this organization has lived up to my expectation. Bought the furniture for the third time and it suits my wall colour and on top of that it is budget friendly...Keep it up

Date of experience: April 21, 2025

Purchased a desk and rolling cabinet about two months ago. Today, i moved the cabinet for the first time to vacuum behind it. The wheel snapped off. Contacted customer service and asked if i could get a replacement wheel.. they told me that since it was purchased over 33 days ago, nothing can be done. Even asked if they could charge me for a replacement wheel. Poor manufacturing and poor customer service.

Date of experience: April 20, 2025

CSR works from her home. Has NO product information. On hold 12 minutes while she tried. Never returned. Never order from Wayfair no matter how cheap, you won't know what you get

Date of experience: April 18, 2025

Could I give a 0-star rating?
To start, I have been ordering from Wayfair since 2019 (and have a credit line with them) and have never returned anything, so I'm not a return offender, so to speak.
I purchased a piece of wall decor from Wayfair during their Spring Sale for $33.99.
The item is supposed to look patina'd, but it looks cheap and ultimately, like pieces were touched with black paint here and there without any nuance.
When I contacted customer service to chat about returning the item and my concerns with the quality of the product, they said the item looked the same in my pictures as it did in theirs. I told them that in person, it looked cheap and not the quality of Wayfair items that I had received in the past. Kezia, the rep, kept reading from a script telling me that 'nothing is wrong or defective with the item', so I would need to pay for its return. I asked what that would cost, and if it was over $1, it wasn't going to happen. These are the numbers she quoted me, which are MORE THAN HALF of what the item cost. The drop-off is $7.29, and the pickup is $11.29. Unreal.
I ordered two other items with this, which were fine, and I told her that. I also told her that Wayfair needs to learn from Amazon returns, which listen to people and try to help. I WILL NO LONGER SHOP WITH WAYFAIR. I just removed the app from my phone, and once the items are paid off, I will no longer deal with Wayfair.
BUYER BEWARE - they are not helpful at all. I guess I'm going to have to just spray paint it a different color or sell it. So disappointed with them.

Date of experience: April 18, 2025

Terrible customer service. I purchased a toilet from Wayfair and had an issue with the assembly. Wayfair customer service would not provide me the assembly guide because their policy is only to provide that for one year after purchase. All I wanted was to be able to identify the issue and fix it myself. Customer service was completely unhelpful. I'm sure they just want me to buy a new assembly from them.

Date of experience: April 16, 2025

Horrible experience! Ordered doors and was estimated arrival was April 15th
Doors did not arrive and called 3 days in a row. I was promised every day that they would be there the next day. Never showed up at all. I was lied to by CS and someone passing themselves off as a supervisor. Finally after many phone calls was told that I would not get until May 19th--I cancelled the order.

Adding to this Review 4 days ago you responded you wanted to reach out and fix this for us.
We have not heard from anyone.

Date of experience: April 16, 2025

I placed an order and returned to the site two hours later to show someone the purchase. The same item was listed for about $50 less, so I cancelled the first order and placed another order for the same item, $50 less. I found out today that the cancellation for the first item was refused. How does an item that is not shipped or prepared for shipping does not get cancelled? They want to charge me $80 to return the item I canceled, since they denied or refused my cancellation. I will not use way not fair again and will let others know of my experience.

Date of experience: April 15, 2025

I will forever tell anyone who will listen to avoid this company. I have been waiting almost a month for them to finish shipping my order. I’ve had to contact them at least 6 times now telling them the dresser has been sent back to the manufacturer - a responsibility that should be theirs. Each time I get a dedicated “contact” - Keisha, Delilah - that has never responded when I’ve reached out. The number they provide goes straight to voicemail, and never reach back out. They apparently have no way of figuring out where my package is or why it keeps getting sent back. They are a lazy, uninterested, and a parasitic organization. I will likely be cancelling the charge on my card due to the services not being rendered because I don’t see them solving this problem anytime soon.

Update 4/17/25 - My package arrived the day after I posted this and was contacted by a new member of their team via email. The package is badly damaged with large chunks of material missing from the dresser, and as restitution they offered me a 10% discount.

Update #2 - And to cap things off, the hardware necessary to assemble the dresser has been seemingly forgotten to be included in the package. This is a hopelessly inept organization that deserves to be dismantled and forgotten.

Date of experience: April 14, 2025

Terrible customer service, refused to refund full purchase price on a product that was cancelled and then refused at delivery!!! I will never shop with them again and I suggest others not to!!

Date of experience: April 16, 2025

I ordered a game table January 1st and still have not received it. It's April 15th! I'm extremely disappointed. It was an Infinity Digital game table with 50 games. It was the $39 promotion. Y200469236QY

Date of experience: April 13, 2025

The package was not delivered even though I received a delivered notice and a picture of my package is bushes somewhere. There is no human at Wayfair when you try to contact them.

Date of experience: April 02, 2025

A loveseat was on sale for $315. I checked out through their financing with bread. For some odd reason I received an email from bread saying my order was placed and they were waiting for confirmation from wayfair. The next day bread said I canceled my order, I didn't. Wayfair jumped the price to $379. I found a coupon for 10% off I received it the mail. I entered the coupon to see if it would get it closer to sale price I missed out on. An hour later Wayfair jumped the price up for $439. Their rep claims they use dynamic pricing and it didn't go up because I had the coupon in the cart. Seems odd it was $379 in my cart for an entire week until I put that coupon in the cart. They wouldn't honor the pricing on the original order and no explanation on why it didn't go through. Shady practices.

Comment reply: Still no accountability for why my original order was canceled.

Date of experience: April 06, 2025

Waifair shipped the wrong part to me after waiting for month. They refused to pick it up. Terrible customer service. I will never buy anything from them. They said we have fully automated warehouse and nobody checked it. We ordered chairs but they shipped a fireplace. How can you mistake a chair for a fireplace? May be they should implement AI in their process. Terrible experience and terrible customer service.
Update this morning I got another package from Wayfair and it was a chair, but it was outside chair which I did not order. I took both packages to Birch Lane store and they were shocked to see it. Still no call backs from anyone at Wayfair.

Date of experience: April 12, 2025

Worse for returns of any online shopping. Avoid at all cost. Amazon is heads and shoulders better on returns. Be prepared to pay 75% of item cost to return.

Date of experience: April 13, 2025

Here’s a 10% review 🙈
I’ve had both great and disappointing experiences at the Wayfair store in Wilmette, so I want to share both sides.

First, the positive: I’ve spent over $6,000 here across multiple visits for my clients. On one occasion, I purchased over $2,500 worth of patio furniture, and the experience was excellent. The customer service was top-notch—two sales associates helped tremendously, offering different choices and staying patient and supportive without being pushy. When some items were out of stock, they went above and beyond to accommodate us and even provided a 10% discount to make up for the inconvenience. That gesture went a long way in building trust and loyalty.

However, my most recent visit was a complete letdown. I returned to purchase more patio furniture, pillows, and accessories—about $3,200 worth. Unfortunately, many of the items we wanted were out of stock, and we were left with very limited and unflattering color options. I asked the manager if he could offer the same 10% courtesy discount I’d received before, just as a goodwill gesture for the inconvenience. To my surprise, he refused without any flexibility. We were shocked—was a 10% discount really going to break Wayfair’s bank, especially to keep a loyal customer happy?

Because of this experience, we walked away and took our business elsewhere, where we ended up finding a beautiful patio set in the exact color we wanted.

I’m a Wayfair cardholder and a loyal customer who has supported this store in the past. It’s unfortunate that one rigid interaction overshadowed years of great service. I hope the management team reflects on this and remembers that customer experience is what keeps people coming back.

Date of experience: April 11, 2025

I bought a pillow cover, too big, was thinking of returning. As I looked at the pillow again on the site, contemplating keeping and buying an insert, the site recommended the same pillow cover, different SKU, different vendor, $30 cheaper. Customer Service said, no adjustments. Really? Talk about a scam. They will charge me $15 to return the first one yet I can rebuy and still save money. If this was Etsy, I would understand but Wayfair?! I feel like I got ripped off. Beware!

Date of experience: April 12, 2025

I placed an order for $202.88 and used a gift card for $200. When I submitted the order, it showed a total of $2.88. They charged my credit card for the full $202.88 . I contacted their customer service to get the mistake corrected. They told me that there was never a gift card entered, and there’s nothing they can do about it. How was it showing $2.88 for the total when I submitted the order if there was no gift card? They also sneakily don’t send out confirmation emails for your order so you can’t figure out how they’re charging you until it’s too late.

Edit: after I posted on here, they made it right. It shouldn’t have taken posting a bad review on here to get them to correct their mistake though. Be careful when paying with gift cards on their website.

Date of experience: April 09, 2025

They used to be more than decent. Not sure what happened lately. Really unfortunate.

Date of experience: April 03, 2025