Wayfair USA Reviews 5,637

rarely leave negative reviews, but my experience with Wayfair has been extremely frustrating and disappointing.
I purchased a Kaster Upholstered Standard Bed and, due to a delayed move, the bed remained in storage until recently. When I finally assembled it, I discovered the headboard and footboard were mismatched and did not belong to the same set. To make matters worse, my order still shows “partially delivered.”
What has been most frustrating is the complete lack of consistency from customer service. One manager informed me that:
a return label would be issued
the bed would be returned
and a full refund would be processed through a specialized financial team
Another representative later confirmed that a refund via check was being arranged because the original Katapult financing account was closed.
However, after all of that, I began receiving completely different responses from other representatives saying the order was “outside the return window” and that nothing could be done.
I’ve now spent days going back and forth with multiple representatives repeating the same information over and over with no actual resolution. The issue is not buyer’s remorse — I received mismatched components and was promised a resolution that has still not been honored.
I expected better communication and accountability from a company this large. Extremely disappointed with the customer service experience and lack of follow-through .

I have used Wayfare for five years from multiple purchases for myself and children who are adults. So far, I have never had a problem with any orders of rugs, furniture, household items. The most amazing was when my husband fell down a hill and broke 10 ribs and cannot sleep in a bed anywhere without extreme pain (High pain tolerance played rugby for seven years) and we had to order a LIFT up recliner – we were desperate he could not sleep at any position. We ordered it and it came the next day. I felt so relieved. I live in Fort Worth, Texas, and there is a distribution center in Dallas, Texas; so that may have helped. So far none of our products have been defective.

DO NOT ORDER the WAYFAIR Purple Landscapes Bath Mat for you will be angry, very disappointed and want a REFUND IMMEDIATELY! Wayfair promised me a bath mat with intensified colors of beautiful deep purples, raspberry, yellows, lavender and orange, at least on their platform they did but, what I received instead was a dull, very boring, very faded bath mat, that I am very very disappointed about, true story! Measured at 36”x21” and priced at $50.00, Wayfair needs to quit intensifying colors to products like this to be sold just for a sale that have probably been sitting in their warehouse for the same reason I am venting and chose to do whatever they needed to do for a sale instead of aiming to keep your customers happy and to get more sales! My bathroom is my Haven and this product should have never been sold for $50 matter of fact, not even $20 on sale as it is horrible and am truly disappointed! Now I understand why your ratings are so low and horrible! And you care nothing about your customers! Honestly you should shut down, I’m done with your tactics and filing a dispute immediately with Affirm!

BEWARE WAYFAIR ONLINE ORDERING!
Ordered $2300+ through Wayfair w scheduled delivery/installation. On DELIVERY day, status was suddenly changed to "on hold". I called and was told it was an "internal issue" and would be resolved quickly - no updates for 2 days.
I cancelled the order...plus installers. I then discovered added fine print from the installer (not disclosed at purchase) w extra charges for things like ceiling height!
This all caused wasted time and not one word from Wayfair! Now I will need to find new fixtures, new installers and rescheduling. I am requesting an explanation of what went wrong and what they intend to do to correct this gross error.
Karyn Barbe
Order # 4429789046

Repeated delays on my order with no explanation and terrible usless customer service. Avoid if possible

I am extremely disappointed with my recent purchase and delivery experience.

After waiting over two years for these chairs to go on sale, I finally purchased two chairs for $2,796. I received confirmation that delivery would occur between 2 PM and 6 PM, so I took the day off work to ensure I would be home.

However, the delivery driver called and arrived around 8 AM—well outside the scheduled window. When I opened the door, I was met by three individuals who appeared unprofessional, which made me uncomfortable being alone in my home.

The driver initially stated that I had not ordered in-home delivery or assembly, which directly contradicted my order details. I told him there must be a mistake and asked them to leave. He later returned, claiming the order was mixed up, but his behavior was combative.

While I was on hold with customer service for an extended period (over an hour total), the delivery team opened the boxes and revealed that both chairs were damaged, with the wicker unraveling at the seams. During this time, I was left outside, embarrassed and distressed, while neighbors looked on.

When I finally spoke to a representative, I was repeatedly placed on hold without explanation. Eventually, I was offered a $500 discount on clearly damaged items, which I declined. I requested a full refund due to the condition of the chairs, the unprofessional delivery experience, and the poor handling by customer service.

Although I was told I would receive a full refund, the call ended abruptly without confirmation or reassurance.

This experience was unacceptable from start to finish. I will not be purchasing from this company again and will be sharing my experience with others.

Though the products I watch your Wayfair are good when I bought merchandise from them they are never on time. It’s always through FedEx and the last chair I bought was recliner possibly about a year ago and it was almost a week late and when I called Wayfair as it suggest, they told me that they had no control if it doesn’t deliver on time. There was no offer to help me find it and when he finally said that it sent back and I had to start over again, it showed up the next day. Unfortunately, no way there to receive it. They just have such a lack of customer service on helping me even though I know their hands are tied, they just ended it as saying sorry for your luck. Now I’ve ordered a canopy not even thinking about the problem I had last time and here it is, already a day late so having somebody wait for it was wait till their time. It looks like it’s just stuck in Indiana somewhere and not even saying when that’ll be delivered. Again not even bother bothering to call on this point because they have no control of FedEx. If they can’t help me, maybe they should think about another delivery service. It’s just really frustrating. Two major items and the people I talk to just said there’s nothing we can do about it. It’s out of their control. It is in their control, either to help me find out why it’s late as I said earlier or maybe look for another service.

Every order has been late and you have zero recourse. I’m tired of everything always being late. They don’t even have the decency to send an email to announce a delay. I have wasted days on end so I would be here for deliveries that didn’t come. I won’t order again.

Multiple botched orders, wrong qty's sent, completely wrong item sent, zero customer service, really bad automated return service. Mediocre quality products. I would avoid at all costs.

Also, if you file an order dispute, and they refund the money to you via the dispute . . . THEY WILL SEND YOU TO COLLECTIONS!

I recently had my last interaction with them, in which I ordered a set of bookcases. A set, meaning qty 2, identical bookcases. I received one bookcase and .... a huge desk! I was like fantastic. Tried resolving through their order resolution, none of the options matched the scenario I was in. Sent an email through the support portal. Never received a reply. Sent an email to my wayfair professional liaison (I had a business account), never received a reply. So then I went to Paypal, which was how I had paid for the items, and opened a dispute on the charge. Explained what happened and in two days, had a 50% refund which was all I wanted. Case closed.

Two months later, I received a collection notice for the refunded amount. Today . . . my BLOOD IS BOILING. This should be illegal, if it's not. Now I'm trying to work with the collection agency to hopefully circumvent them from reporting to the credit bureaus. I'm in utter disbelief right now.

i purchased an ottoman and apparently they do not have warranty and only have a standard 30 day return policy so 2 weeks ago my ottoman suddenly broke when i sat on it and injured my back and the most they could do was offer a 10 percent discount on future orders

My Experience Don’t Buy.
I ordered two (2) Queen metal Box Springs. Listed as “Spring High Metal Box Spring Heavy Duty”. Item#W117092900. I discovered after opening and putting together that is a cheap metal frame now way Heavy Duty. (Flimsy). I know why their products are cheap, low cost materials and BEWARE, a Customer Service Rep name Jennifer charged me a return fee of 20% (32.78) of my order ($163.98) to return. Return fees of this magnitude from customers can keep them in business. I will not order another item from Wayfair.

Ordered a corner armoire, it arrived in timely manner the box was in horrible condition. Fine do all the pieces where there, I counted them and arranged them to prepare for assembly (WHEN TO ME DISMAY) I then noticed the assembly hardware was missing (😳) I called the next day and of course got the I'm sorry will contact the manufacturer for you and you hear from them in 24/48 hours. I did, that's when the issue begins it literally took over a month to get the hardware (OK) I'm good put the armoire together it look amazing (ordered white) got (gray) I'm still good I have white paint and sprayer. ( OK) no hinges to install the doors ( 🤬🤬) SENT A EMAIL, HEARD NOTHING - LOWES TWICE - NO MATCH, JUST BOUGHT SOMETHING TO MAKE DUE ( LOOKS A MESS) IM NO CARPENTER. SPENT 73$$ on first try, returned those 40$$ on second attempt, picked up some lil dinky ones yesterday for 36$$ hopefully they will work ( just looks crummy because that's not what was called for. WHAT A TOTAL CROCK.

I was disappointed with my experience of buying a coffee table from Wayfair. Upon delivery, I realized the dimensions were not suitable for my space. Even without opening the box, I started the return process on the app. However, I was unhappy to find out that not paying the return fee would require me to travel a significant distance to a return location. Initially, I thought of using their credit card for other purchases, but given the issues, I plan to cancel the card as soon as it arrives. Thankfully, I found what I needed on Amazon, which has a much better return policy. Potential buyers should think carefully before purchasing from Wayfair due to their less-than-ideal policies.

They advertise on their web page it says $40 off your qualifying first order of $100+ when you open a new account. Valid through 5/7/2026. Plus earn 7% back** in rewards on qualifying items across the Wayfair. Here is the page without the https: and the /

wayfair.com wayfaircard

I was on the phone with them for over an hour and never got this resolved despite giving them all the evidence. The rep said it looked like they applied a 10% discount instead of $40 as they advertise. I'm finding that a lot of big companies like Wayfair are starting to do lots of deceptive advertising with the hope the customer will forget what was promised.

The worst. Two orders— one has been delivered twice now, both times the wrong item. The second, a patio umbrella, was broken. Return process took over 2 hours for all three.
Wayfair says they are sorry and want to make it right. All i have yet to see is a 10% coupon for me to shop there. That doesn’t even cover sales tax for me. I provided updates and all I have received is a 10% discount offer

I had 2 gift cards I wanted to use for my first time purchase, they promised a 10% discount, When I was ready to purchase the discount disappeared, I contacted them via Chat over Text and the associate assisted me and added the discount, when he did that, he DELETED my gift cards ($125.00 dollars) unfortunately because I added the cards the day before I got rid of them, so I had no way of adding them again. They made the mistake and deleted my gift cards and could not help me add them back. They took my money, I have all of this recorded on my text, I provided everything to them and still did NOT help me. They stole $125.00 dollars from me! Horrible Service!

I have screenshots I can provide of the conversation where the associate apologized for deleting my gift cards from my card. How can I send these to you?

Absolutely the worst company to order big ticket items from!!! If you order a rug or towels you MIGHT GET THEM, ON TIME AND NOT DAMAGED!
I ordered not once but twice a bathroom vanity and sink and both delivery’s came damaged and therefore delaying my remodel project.
My advise NEVER ORDER FROM WAYFAIR, it will just cost you way more in frustrations!!

For over a year, Wayfair has had a massive issue with its API tokens timing out when pushing order info to Afterpay.
I have told them this. They generally have no idea or, in a rare case, swore up and down they're fixing it.
It is not fixed.
This means that I just today tried to place an order using Afterpay and, guess what! The API token timed out, so Afterpay took my money, but Wayfair failed to create any order. Meaning I am now out money for literally nothing. And am on hold as we speak with Wayfair explaining the issue for the 320895723987th time that they will not fix.

It's like no one tests the tech and doesn't give a crap that it's causing them to effectively defraud customers. This is insane and the worst service.

Fix. Your. API keys.

I just tried to order a book shelf on Wayfare's website. When checking out they give the "option" to subscribe to their rewards program for $29.00. The "yes" box was already checked wouldn't let me decline enrolling in the program even though there was a box to check off "no". I don;t do business with companies that engage in deceptive practices like this, I'll but what a I. need elsewhere.

Bought furniture, the delivery process was poor at best. Delivered dresser mirror without delivering the rest of the furniture. Took a month to get all the furniture. Found out from customer service it has been sitting at the warehouse for 3 weeks. 3 months later marble top on bedroom dressers are already cracking. Called customer service and they said they would send new furniture. Right after they took credit card info for some refund money my account was fraudulently used by the representative. Had to lock my bank card. Called to report this issue and the refund and order number I received was fake. I will never do business with this company again. Do yourself a favor and by local.