Wayfair USA Reviews 5,637

I recently purchased a hybrid queen mattress from Wayfair online. Hybrid mattresses a re a combination of coiled springs and foam layers. I chose this kind because of the low motion qualities. After sleeping on it for 2 nights,I requested a return according to the 100 night guarantee. The mattress is very springy and I feel every movement as my husband rolls over in bed. The worst part is the bed edge. The edge totally collapses when I sit on the side. I am only 115lbs and it still flattens. I actually fell out of bed while getting up in the middle of the night due to lack of edge support. When I requested a return,I was first offered a 20% discount to keep the mattress. I declined and was told that they would not accept and pay shipping for customer remorse. This was a compressed bed in a box. There is no way that I could return even if I paid for shipping. Wayfair contacted the mattress manufacturer on my behalf and was offered a 15% discount! When I declined I was referred back to Wayfair customer service for a return at my cost for a faulty mattress.Don't buy without trying a mattress first. Wayfair guarantees are worthless. I ended up putting my old mattress back on my bed. Now I am stuck with garbage to dispose of. So disappointed. What happened to Wayfair's customer service???
Avenco 12" Medium Cooling Memory Foam Hybrid Mattress, CertiPUR-US, OEKO-TEX Certified

I purchased a couch in the beginning of April but when I got the item it was the ottoman in the picture with the couch. I realized I made a mistake and called to have it returned. It was $400 on sale and I explained to customer service that I didn't want to pay that much for an ottoman. It was going to be an $80 dollar return fee I agreed and sent it back. The following week I began to receive notifications of being charged. I called and asked why I am being charged still and it was explained that the payment was not collected when I ordered so it is still trying to collect. I was told that the order was cancelled and I shouldn't be charged again. This was not true as recently as the 16th of may I was still charged. I have called many times and told that my information was deleted, given a refund, and spoken to other departments to try to get this fixed. But it still keeps happening and the only thing I have been offered so far is the same 10% percent discount they advertise online. Today when I was making my cc payment I realized I was charged again. I called in and given a refund again but this time I was told that I need to go into my account and delete my cards out of there. I asked why wasn't this told to me before and she wasn't sure. I asked about how this can be made whole and the same thing was offered 10% discount. For a month and a half my money has been messed with, multiple phone calls made, and somehow my payment information is always deleted but I am still being charged. How is this possible and why is the customer not trying to be made whole. As I stated this has messed with my money and all they are willing to do is a refund and a discount.

I ordered a planter box with a privacy screen that came as a set of two. The order was placed on March 21, 2026. I received one planter, but the other one has not yet arrived. The arrival date keeps getting pushed ahead. This has been going on for weeks. We are now in May, and no planter box. I chatted with customer service, who said they are not responsible for the delivery. I will not be making any future purchases from Wayfair. It would be nice to get a partial refund since I only received part of my order. Very disappointed.

I paid for nightstands in February that were apparently delivery delayed after Wayfair sent two shipments of the wrong nightstands that I immediately returned. Not only did the company fail to notify me, they also never shipped the product I paid for and now they are not processing a refund. Instead of taking responsibility, they’ve chosen to do the one thing no reputable business should ever do: use untrained Customer Service reps with no history of my order to communicate with me via email.

For weeks, I’ve reached out asking for a simple update — or at the very least, the refund I am legally owed. What I’ve received in return is a masterclass in stalling tactics: vague promises, non‑answers, and long stretches of complete silence. It’s astonishing how quickly a company can process a payment, yet how impossibly slow they become when asked to return money for an item they never delivered.

A most likely discontinued product because they asked me to cancel the order. And now, no refund.

This is not a “delay.” This is not a “processing issue.” This is a company holding onto a customer’s money for a product that probably does not exist — and hoping the customer gives up.

If you value transparency, reliability, or basic professionalism, look elsewhere. A business that cannot communicate, cannot fulfill orders, and cannot issue refunds should not be taking anyone’s money.

****SECOND UPDATE 05/26/26: Since my last update a week ago, I have been emailed by 4 or 5 customer service representatives, who state that someone will contact me to arrange pickup. I still have heard nothing and now I can't do anything through my account on Wayfair. IF YOU ARE GOING TO ORDER LARGE ITEMS THROUGH WAYFAIR, MAKE SURE TO TALK TO SOMEONE IN PERSON AND GET THEM TO SEND YOU A STATEMENT THAT IT WILL BE RETURNABLE IF IT DOESN'T MEET YOUR NEEDS.

****UPDATE: Pretty quickly after I posted this, Wayfair's Customer Service reached out and they ARE going to take the oven back with shipping on them (there is a restocking fee, but that was to be expected with anything that takes this much time to package and arrange delivery).****

This review is about Wayfair and their Customer Service rather than the double oven I ordered. I didn't even finish unpacking it before realizing my installer (not Wayfair) had told me to order a size that was too small. I started the return process (their policy for appliances has a statement that says, "Since this is a large appliance, our policy allows returns for buyer's remorse up to 48 hours after delivery....." My request was within 24 hours of delivery. I was told this wasn't eligible for return. After texting with Customer Service (which is a nice feature, by the way), I was told that "For this specific oven, returns are not permitted, even within the 48-hour window, due to restrictions set by the manufacturer or supplier."

Purchased night stand which came chipped and scratched. Wayfair offered me a refund if $16.45and said I could just keep it. I told them that was unacceptable and I would accept 50% but they wouldn’t do that. I had to go buy a big box and package it back up. At first they wanted me to take to FedEx — absolutely not. They wouldn’t offer $25 more yet I had to buy a box and packing tape. Won’t buy from Wayfair again.

I purchased the Ebern Designs Recessed or Surface Mount Beveled Frameless Medicine Cabinet With Mirrored Door and Adjustable Shelves for $332. Unfortunately the contractor doing my bathroom was delayed by several weeks. When the bathroom walls were removed, we found he would not be able to install this cabinet due to the utilities in the wall. At that point it was 36 days since I had received it and passed the return date. I talked to customer service and they were adamant abut not allowing the return despite very the fact that box was intact and it had never been removed from the box. Needless to say I won’t be ordering again, as I’m not financially in a position to be throwing away $330. And I doubt most people are. Very disappointed.
I updated my review as Wayfair did contact me and has fully resolved the concern and issued a refund.

WAYFAIR IS A BIG, DIRTY SCAM! THIS FALSE ADVERTISING, FILTHY COMPANY NEEDS TO BE INVESTIGATED BY THE LAW AND SHUT DOWN. I PURCHASED A COUCH AND FIREPLACE FROM WAYFAIR!!!!!!!!! THE FIRST RED FLAG IS THAT MY PACKAGE COMES IN PIECES. I DID NOT RECEIVE EVERYTHING FULL THE FIRST TIME AND NOT ONLY THAT, THEY ARE PARTNERS WITH ANGI WHO MATCHES YOU WITH ALWAYS MEN AND NOT WOMEN, AND THESE MEN CAN BE PEDOPHILES OR RAPISTS. THE WORST PART IS YET TO COME. WAYFAIR HAS NOT DELIVERED MY COUCH AND TOOK MY MONEY WITHOUT DELIVERING MY COUCH. WAYFAIR IS NOT GOING TO GET AWAY WITH THIS. I AM DISPUTING THIS WITH MY BANK!!!!!!!!! THIS IS THE WORST OF THE WORST. THESE LOW-DOWN, GOOD-FOR-NOTHING ROBBERS AND SCAMMERS!!! I WANT MY FULL REFUNDS. OTHERWISE, I AM GOING TO GET LAW ENFORCEMENT INVOLVED.

I had a very disappointing experience wayfair with the Callahan Upholstered Bed. The bed was delivered on a Sunday morning, but the order was incomplete. This bed is supposed to come in two boxes — one for the base and one for the headboard — but the delivery driver only had one box, so the headboard was missing.

We immediately contacted customer service, and instead of resolving the issue, we were told they did not have the missing headboard available and could not even reship the missing part for the same bed and for the same price it will be much more . That response was unacceptable.

I requested a courtesy discount since I would now need to purchase a completely new bed or find another solution, but they refused to offer any compensation. Very poor customer service and a frustrating experience overall. I would not recommend purchasing anything from wayfair on how this issue was handled.

One rug arrived damaged, and I was given the choice of accepting a discount or returning the product at my own expense. I reluctantly accepted the discount because the return shipping costs would have been prohibitively expensive, if not impossible.

For the second order, I paid an additional $50 for expedited shipping after the website guaranteed next-day delivery. The rug never arrived, and the company has refused to refund the expedited shipping fee. Instead, I was told I must wait a full week to determine whether the item eventually arrives — the same timeframe that would have applied with standard shipping. Second rug did finally arrive 5 days after ordering. It was in perfect shape.

Customer service later stated that expedited shipping is “not guaranteed,” despite advertising and charging for next-day delivery. This creates the impression that customers are encouraged to pay for expedited shipping services without any commitment that the service will actually be provided.

Customer Service did refund the expedited delivery fee.

My experience with Wayfair customer service was incredibly disappointing and unnecessarily frustrating from start to finish. What should have been a simple request regarding a price adjustment turned into days of contradictory information, poor communication, and a completely mishandled return process.

I originally contacted Wayfair because a dining set I had just purchased — before delivery — dropped nearly $1,000 in price. I reasonably asked if they could offer store credit for the difference rather than forcing me to return and repurchase the exact same item. Instead of working toward a customer-friendly solution, I was told Wayfair does not price match.

After being informed the only option was to return the set and reorder it, I carefully confirmed the return shipping fee multiple times. I was explicitly told the refund would be the purchase price minus a $420 return shipping charge. Based on that information, I agreed to proceed.

Things quickly became chaotic after that.

I later changed my mind and clearly stated I wanted to keep the dining set at the current price. I specifically documented in writing that I did not confirm a final return decision. Despite this, Wayfair representatives continued processing the return anyway while simultaneously sending contradictory messages asking whether I still wanted to proceed. At one point they even admitted they needed to “review the communication history” to determine whether I had actually confirmed the return — because the conversation clearly showed uncertainty and conflicting communication.

The most frustrating part was that Wayfair’s own website policy stated customers can cancel a return request if they change their mind, yet support repeatedly claimed my return could no longer be reversed. Even after I sent screenshots of their written policy, representatives continued giving inconsistent explanations that directly contradicted each other and the website.

I also repeatedly requested to speak with a supervisor due to the ongoing confusion and contradictory information. I was told there was “no option” to speak with a supervisor, which is unacceptable for a customer service issue involving thousands of dollars and conflicting policy interpretations. At no point did anyone provide meaningful escalation or accountability.

The refund handling was equally concerning. I was refunded amounts that did not align with what I was originally told, and I had to point out that the purchase price minus the agreed shipping fee still had not been correctly refunded. Meanwhile, all tracking information continued showing the furniture as “shipped” and “in transit,” despite support claiming the return had already been processed.

Throughout the entire experience, I received scripted apologies instead of actual answers. No one seemed able to explain:

Whether my return was actually canceled or processed

Why their written policy contradicted support statements

Why tracking still showed active shipments

Why refund amounts were inconsistent

Why I never received the confirmation emails their own policy referenced

Why customers apparently cannot speak with a supervisor when serious issues arise

For a purchase of this size, I expected professionalism, transparency, and competent customer support. Instead, I experienced confusion, contradictions, and a complete lack of accountability. This process felt disorganized and stressful from beginning to end.

Based on this experience, I would be extremely hesitant to purchase from Wayfair again. 

I was attempting to pay with my Affirm Card, but the system assumed that I was opening a new Affirm Account when I selected payment type. I assumed that my Affirm payment selection was to USE my own card. Now, the order needs to be cancelled to update my payment for Visa to allow my Affirm Card to be entered as payment. Although, the Wayfair cancellation process is antiquated because it makes captive customers wait several days instead of a shorter window to possibly receive it or be rejected for order updates.

It's doesn't appear that Wayfair has expeditious processing for assisting customers with updates. Please consider adding an option to your purchasing that allows a cancellation within a short window for better shopping experience.

I am now a Wayfair captive customer because of the payment process and extended cancellation processing before repurchasing with an alternative payment.

I will never invite family or friends to experience such an antiquated way of purchasing online.

Amazon.com and Walmart allows at least a 30 minute window to cancel a new purchase without awaiting several days to be refunded.

Please consider updating your order processing support with live service representatives having capability to support changes or better purchasing and cancellation options to avoid duplicate orders.

UPDATE 20260530: Wayfair reached out by email to confirm that they were working to resolve their issue. The order was cancelled without without an unnecessary return.

Wayfair has DESTROYED their brand by partnering with Angi, which is completely disreputable and widely known for selling customer information, double-charging, not doing background checks, and sending workers who are careless and/or steal. The poor judgment on Wayfair’s part for even touching Angi’s brand with a 10 foot pole shows that their leadership is completely detached from customers and their needs. WAYFAIR IS OVER as long as they are connected to ANGI.

As a company they charge your card with their company name but when there's an issue they say it's their suppliers responsibility. It is totally scam business.

Would leave zero stars if I could. Bought a couch. Most uncomfortable couch ever. Tried to voice opinion..they td me return it.. my shipping cost. Already got rid of my old couch so how could I? Cheap crap. Just because you have celebrities advertise your crap doesn't make it better. Guaranteed Kelly Clarkson or Charles Barkley wouldn't sit on this if their life depended on it

RED FLAG, DONT BUY ANITHING FROM THIS CHINA COMPANY, FAKE PRODUCTS, POOR CUSTOMER SERVICE, JANET DANG YOU ARE SELLING FAKE PRODUCTS.

I ordered two chairs May 3. They were supposed to be delivered by May11.
Then got a notice they were delayed with no note when they were coming.
After speaking to TWO team members I was told to never order anything low in stock because I might not get it.
I then cancelled the order to order two of the same chairs in stock but was given a fee $300 higher.
They would not accept my original glad to have you back promotion code.
Been a customer before anyone knew about them. Ridiculous to be treated like this.
Wayfair - YOU DO NOT HAVE WHAT WE NEED.
If you can wait FOREVER might be a good site

I ordered a pool table from Wayfair. It showed 4 available. I purchased it. They billed my credit card $5,200. Today I was checking the site and Wayfair canceled the order. No email about it. I called. The "table is not available and is discontinued, so we took it off the website."

This is fraud. I would never buy anything from them ever again.

Again and I will not remove this time. Why they don't offer free returns is crazy. I purchased a rug and it's too big and they want you to pay 25 to pick up. Ridiculous if I want to buy the correct size. They are the worse and the agents are all or mostly off shore. I buy a lot of sh!t from your company and I would not recommend this company to anyone. Take heed to the other bad reviews because they are absolutely correct. Same issue with the cabinet and I just kept it, well I can't keep this rug and don't have a truck to return it to your fn warehouse that is 1hr away from me. Never will purchase from this pure greedy company again. Amazon all the way. There are several stores and trust me once I pay off my credit card I will close thus account. Your items are cheap and they don't look as described.

I ordered a couch that I thought was $200. Turns out it was some glitch on the website and they only sent me 1 piece of that couch. Of course I reached out and explained that the ad was for the entire couch. They honored it AND refunded my $200. So I got an entire couch for my outdoor patio for literally $0. I know that it's a fluke but I appreciate that they honored the mistake. I already bought some more items from them, just as a thank you.