Wayfair Canada Reviews 

Click Bate with delivery Time-line which they extend the day you are waiting for the product to arrive.
Customer Service does not care, no customer retention, they don't take ownership.

I am writing to document an incredibly frustrating and unprofessional experience with Wayfair's customer service regarding a return from three years ago.

The Problem:
In November 2025, I discovered that a return I processed three years prior was still showing as "pending" in my account. This should have been resolved immediately in 2022.

A Pattern of Poor Service & False Promises:

First Contact (WhatsApp, Nov 2025): An agent told me the return had been processed—which was a lie, as the status only changed while I was on the chat. I was then told a refund was coming.

Second Contact (WhatsApp, Dec 12): A different agent gave a nonsensical excuse, claiming a refund was impossible due to the 3-year gap.

Third Contact (Phone, Dec 12): A phone agent promised a refund to a new card I provided within 48 hours. This did not happen.

Fourth Contact (Phone, Dec 19): An agent hung up on me mid-sentence while I was calmly explaining my frustration. I was not shouting or being abusive.

Final Contact (Phone, Dec 19): After insisting on a supervisor, I was told the previous promises were void. They now stated they could not refund to any card due to the time elapsed.

The Unsatisfactory "Resolution":
My only options were:

A store credit (unacceptable for a refund owed for 3 years).

A paper cheque, which would take 6 weeks to arrive.

Given that our national mail system is currently on strike, receiving that cheque could take months. After the immense hassle they caused, I insisted they send the cheque via traceable courier, at their expense. This is the bare minimum they could do.

Conclusion:
Wayfair's systems failed to process my return initially. For over a month, their customer service team provided conflicting information, false promises, and unprofessional conduct (including hanging up on a customer). They have held my money for three years and are now making it as difficult as possible to get it back.

I strongly advise against purchasing from Wayfair if you value a reliable return process or competent customer service. You may be on your own if anything goes wrong.

this place got awful Customers service, and scam extended warranty. I recieved a table and 8 chairs, one chairs broke at first use, extended warranty start from day one, but will not take care of anything for the first year, so you basically loosing a full year of the warranty. And now, i've been waiting for almost a year on my replacement chair. its 'stuck at custom" according to customer service. And they won't do crap about it. stay away.

I ordered a Christmas tree. They sent me an email with a picture that it was delivered. The picture was not of my house and I was home 10 minutes later and it wasn’t there and I have a nest camera which didn’t show them. I reached out to customer service and they were absolutely horrible. I spent hours texting and they said they couldn’t contact fed ex and then wanted to send me another one arriving Christmas Eve and then offered a refund. When I said okay to the refund they never wrote back. I went out and got a new tree. Then the next day I followed up and had to explain all over again. They wanted me to wait 4 days for the investigation. I complained again and they said they would refund. Then today I get an email saying their gps shows they went to the right location and it was delivered )which it wasn’t) and that I had to file a police report to report it missing before they would issue a refund. They are asking me to file a false police report because it was never here. I will never use them again.

They sent a product with missing parts. Then promised to rush parts to resolve. Then 2 days later offered a 15% discount and replacement parts. Then minutes later said they were sorry but couldn't offer both things. They asked me to choose between a 15% discount where I would have to find the parts myself or replacement parts which they had no idea as to when they would arrive.
This company lies about delivery times and and makes resolution offers only to remove them after accepted.
Do not deal with Wayfair!

I would rate 0 stars if I could. The customer service is abysmal. Someone called trying to upgrade me to the business account. When I politely declined, he hung up. Then trying to get follow up on anything is a joke. When someone says 'we're looking into it and will get back to you within 48 hours' they mean "we don't care and actually will never contact you". Even via chat, when an agent says "allow me a moment to look into this" they disappear. Oh, and watch out for the hidden fees and costs. There is a zero return policy despite what is claimed on the website. Once you buy something consider it yours for good.

Awful company - DO NOT PURCHASE ANYTHING FROM THEM.

They sent me damaged items, refused to replace, promised a refund and have now just refused to respond to me in the chat. The company is dreadful

My rocking chair broke after the first use. Im 140lbs, got it for nursing my baby, and when I rested my elbow on the arm rest and put a bit of weight on it, my elbow blew a hole/dent as if it was made of styrofoam!! The fabric isn’t ripped and its sort of hard to see, but when you put your arm or hand on it you can feel the hole/dent under the fabric. I tried getting my money back as a replacement would just mean the same poorly built chair, and I got no where. My complaint crashed a bunch, and when I did a get a few through, I never got confirmation emails for reference or accountability. Will never buy from Wayfair again, way too many alternatives to chose from these days.

My first and last order ever.I waited over a month to recieve a fibreglass door from Wayfair only to be cancelled at the last minute. No explanation. I finally spoke with someone and they said it was damaged.No offer to replace it.Now I have to wait a week to get my $2,600 back.Absolutely ridiculous.

Wayfair very unhelpful unless you have purchased product protection. Purchased a mattress named Wayfair 10" Foam Mattress that disintegrated and exposed fibreglass dust. Has a 10 year warranty. Passed me on to an American manufacturer that indicated their warranty does not apply in Canada.

I ordered a couch that was in stock. Paid for it and delivery was supposed to be 7 days.
On the day it was to be delivered I got an email saying it was bow back ordered. Then another 3 weeks before it shipped. Then another 4 weeks to get to me and it came in 3 different shipments spread out over a week so I had to store the entire thing for a week before I could put it in place.
Zero contact from Wayfair and everything I called customer service to find out where my couch was they just said "we use a third party shipping company so it's out of our hands"
Couldn't cancel the order and obviously they have no customer retention services so I won't use them again.
I'm sure a ton of people have great experiences but a company is only as good as it's customer service when something goes wrong, not when it's going right.

Should have looked here first. They took my money and told me I didn’t place any orders since 2020.

Consumer beware.

I've went through a debacle with the Wayfair company. Before making my orders i changed my address to my current address and I double even triple checked it before sending off the order. My first package sent said it delivered however it was my old address and I spent $50 to pay someone to take me to go pick it up... To find out that half my products were being sent to my old address, when I tried to change the Address Wayfair Agents told me to call FedEx to change it, for FedEx to tell me ONLY the shipper can change it, I then called Wayfair and told them about it and all they told me was they can't change it but her is 10% off your next purchase then they let me go... So got ahold of another agent for her to cancel half my order that was coming to the right address and she said here is $30 extra for each item I cancelled and the refund will come in 3-5 business days, then she let me go... Then I managed to get ahold of another agent that told me the address is now changed and all he can do is wait for confirmation that it was changed and that he will know in 2 days or I will get an email, I then asked for a manager and they dismissed my messages after I just made another order to replace all that was cancelled on me... If you trust them then feel free but take into consideration that everything is checked and double check if you have to triple check them... I'm annoyed and all they did was throw a coupon or little change to try help situation instead of actually resolving the issue

Ordered deal of the day from Wayfair Canada Received email confirming my order item was charged to my credit card that was on Friday and Tuesday they emailed they had cancelled order and would refund. I went on chat site with customer service and was told item was on back order and they didn’t know when they would get more. And yet they were still selling the same item on their site same sqew # at a higher price. So if there is none why did item still show as available on their site at higher price. Deal of the day is scam of the day.

I ordered a five drawer chest a couple of weeks ago. It has not arrived yet. Since then there’s been a price drop of $200 and with taxes I paid approximately $250 more than I would if I was ordering now. Unfortunately, Wayfair has absolutely no internal price matching policy. They would not even offer a credit. I pointed out that this is unlike most of their competitors, but they were not willing to make any kind of compensation. This would make me very reluctant to order from Wayfair in the future, especially given the other negative reviews on this site.

ordered a rug, paid full price; after 2 weeks, found a better one and applied for refund within the 30-day return limit - only to find out that I had to shell out a $39.99 shipping fee. Outrageous! No more Wayfair - Amazon honors its return policy without ripoff surprises.

I bought a queen size bed 1 year ago still reliable very nice

Had good experience with wafer in the past but my recent experience was awful as I purchased something online only to be told a day later that they made a mistake and it was double the price. I will now shop elsewhere

I ordered the silver Luxury White Oval Coffee table of 51 inch on November 9th, 2025. I received 2 bases no top for the table on November 13. Wayfair ordered a replacement (the whole table) and on November 20, 2025 I received again 2 bases for the coffee table and No top. I explained to Wayfair that it is an issue with this warehouse sending only bases for this item but they said can only issue a ticket can not reach by phone their warehouse to make sure not to get again only the base . I am still waiting now for the top of my table.

if i could leave zero stars, i would. i ordered an item, paid for it, got the confirmation email showing i'd paid using my visa, and a week later, i got an email saying i had to pay for the item still. i confirmed with my bank that the transaction went through, and after several hours of back and forth with "customer service", the customer service "manager" would only say he would send the issue to their finance department to look into. They tried to tell me i had to pay for it a second time, but would get a refund if i'd already paid for it! Whilst simultaneously telling me i hadn't already paid for it! The customer service "manager" refused to do anything to make their mistake right, beyond sending it to their finance department to try to figure out. I have no idea when the item i have already paid for will be sent to me.