Wayfair Canada

buyer beware

do not purchase any wooden furniture requiring assembly from wayfair

i ordered a kitchen pantry storage cabinet, white (63'l x 71'h x 16'w) for $870 on march 4, 2025. immediately after, i was informed that one of the 2 boxes was damaged in shipping, and they are re-ordering. on 03/11, i received one box (6'x2') and on 03/15 received both boxes, ending in 1 extra box sitting in my house. i made several calls to wayfair, and i was repeatedly advised to throw the extra box away since returns would not be made. i kept the box for several days and, as advised on the phone, finally put it on the roadside with 'FREE' written in bold. it was picked up immediately.

on 03/16, when i opened the 2 boxes for assembly, i found about 36 large wooden pieces up to 6-ft with only a few smaller pieces, as well as several hardware pieces. it was found that the components and hardware were incompatible and could not be assembled. i repeatedly called and informed them of the problem, but wayfair and the supplier did not care, and no resolution was made. my house was a mess for 2 weeks with all this wood. after 10 days, having no choice, i disposed of the wood with a few pieces still sitting in my house.

after 2 weeks, wayfair asked me if they were arranging pickup. i had to pack everything in the original boxes (which had already been submitted to waste collection after 10 days of mess in my house). also, now they also wished to pick up the extra box, which had been disposed of as suggested by wayfair. wayfair was informed that neither the box nor the majority of the wooden parts were now available.

wayfair and the supplier are not willing to take responsibility nor refund the cost paid.

amazon has an az-dz warranty in cases of this. wayfair does not have such a warranty.

do not buy any furniture requiring assembly from wayfair.

For the most part, I haven't had many issues with orders from Wayfair. However, one has to be extremely diligent in checking prices consistently, as they can change daily and are based on your browsing habits.

I recently ordered a dresser on sale for Black Friday on November 20th, 2024, and saw that the price decreased again by one day later. I promptly called to ask about a price adjustment. Apparently, offering price protection isn't their policy, which I can understand if it's over two weeks or more. Simply put, they will not offer any adjustment.

The product hasn't even been out for delivery yet, and out of principle, I told them to cancel the order. They proceeded to charge a return fee. The price difference was $60 less, and the charge for the return fee was slightly more than that. But if a company like Wayfair isn't willing to stand by their products and services, then they've just lost a customer for life.

I was offered a shameful 10% off, but anyone could get that by merely signing up. I would've gladly accepted a credit for the difference! My advice is to look elsewhere as Wayfair isn't exactly the cheapest option.

But more importantly, if you bought something and saw that the price went down by $60 or so, how would you feel? I would not recommend a company like this at all, especially now when people are trying to make ends meet and save money however they can.

I ordered and paid for 6 Strongsville/Woodanville dining chairs via telephone earlier this month from Wayfair on an open box deal. Essentially, they failed to deliver 2 chairs, so customer service asked me to wait because the box was still in the warehouse. When it did not arrive I called back and was told I would need to pay more than double for the 2 chairs. I have reviewed my correspondence with Wayfair on the matter and will recap below:

1. Order placed via telephone with Wayfair for 3 sets of 2 chairs, Open Box. Visa card charged immediately.
2. Email confirmation of order received, indicating the 3 sets will arrive in two shipments with 1 set in the first shipment and 2 sets in the second shipment.
3. August 15th - first set of two chairs arrives via FedEx (36.8 lbs) (I have a FedEx photo of the box).
4. August 18th - FedEx email received indicating a box containing the remaining 2 sets (76 lbs) will arrive Aug 19th.
5. August 19th - FedEx delivers 1 box weighing 36.8 lbs containing 1 set of chairs. (I have a FedEx photo of the box).
6. August 19th - call with Wayfair customer service rep who says they can see that I only received part of my order and that he can see a third set sitting in another warehouse and that it hasn't moved yet. He tells me to call back on August 22 if I have not received it and that he will order another set to be sent via expedited delivery. I explain that I ordered these chairs via Open Box and ask if that will be a problem. He says it will not and that I will not be charged extra because Wayfair has sold me 6 chairs and is responsible for delivering these 6 chairs to me at the price agreed.
7. August 22 - I call Wayfair and speak to another customer service officer and explain what has happened. She says that the first customer service officer had miscalculated the days post delivery failure when a replacement can be reordered and that I will need to wait until August 23rd. However, she explains, she will place the replacement order at 9am on August 23, and I should receive a notice from FedEx before noon with a delivery date for my third set of chairs.
8. August 23 - I do not receive the email, so I call Wayfair again. The customer service rep (now my 3rd) tells me that she cannot order a replacement set because I have purchased open box items. She offers to reimburse me for the third set, leaving me with 4 out of the 6 chairs I ordered for my large rectangular table. I explain that this is unacceptable. She refers me to her 'manager'.
9. August 23 - The manager is nice but offers me 2 unacceptable options: 1. That I disassemble and find a box to return the 4 chairs received and, in time, receive a refund for the 6 chairs. Or, 2. That I receive a refund for the 2 missing chairs plus $100 which I can apply towards the full cost of another set of 2 chairs, leaving me to pay Wayfair an additional $170 to compensate for the chairs Wayfair failed to deliver. (Trusting the word of the first Wayfair customer service agent, I have already assembled the 4 chairs, disposed of the packaging materials and given away my old set of 6 dining chairs).
The manager agrees to refer the matter to someone in 'upper management' at Wayfair who can see if Wayfair can do better. I am told that I will have a response in 3 business days and that the Manager will be working, Friday, Saturday, Monday, Tuesday etc.
August 27 -- Three business days later I have not received a response. I call and am told that Saturday is a business day for Managers but not for Upper Management, thus the 3 days ends August 28.
Frankly, I want to believe that Wayfair does not knowingly engage in bait and switch practices, but given the above -- that Wayfair sold me 3 sets of 2 chairs and told me in writing they were enroute, and especially the fact that its customer service officer told me on August 19th that he could see the third set in a warehouse and that I would receive 6 chairs at the price I agreed to -- offering to sell me the 'missing' 2 chairs at a greatly elevated price could be construed to constitute the execution of a bait and switch operation on the part of Wayfair in that it took an order but failed to make delivery even though it had the item in a warehouse and is now trying to pressure me to purchase at a higher price. Bait-and-switch scams are considered illegal in the United States under the Federal Trade Commission (FTC) Act of 1914, which forbids false advertising. In 1975, an official notice of penalties for bait-and-switch practices was released by the FTC. The Federal Bureau of Trade has regulations which guard consumers against bait and switch tactics and punish merchants for operating on this basis.
To add insult to injury, I have now compared the price that Wayfair has listed the set of 2 chairs to prices of other merchants and discovered today that both The Brick and Amazon offer the same two chairs for approximately $100 less than Wayfair. I wrote to the Wayfair Manager sending a link to the Amazon listing and offered to settle if they price match either competitor's offer and offset my cost with the refund owed plus the $100 credit. I am still awaiting a response.
I have ordered from Wayfair more than a half dozen times over the past couple years and this is the most frustrating shopping experience. I don't understand why I was given contradictory responses from different Wayfair customer service reps and why Wayfair does not follow through on the commitments made by its customer service reps. Surely being dishonest with customers is a bad business practice. Definitely bait and switch practices are illegal.
I am hoping that Wayfair will be able to provide the goods that they have charged me for earlier this month at the price I agreed and the price that I was assured it would stand by. I will write back to update.

Ordered the range hood after all the stellar reviews. We had recently purchased a new home we did a complete renovation on the place.

We ordered a custom made kitchen and needed to provide exact specs on all the appliances including the range hood so that they would fit perfectly in the kitchen. Our renovations got a bit delayed and when we went to install the range hood a month behind schedule, we took it out of the box and it had arrived broken and missing screws. Our installer refused to install it since it would either not work or making rattling noises if we did.
When we phoned Wayfair, they first requested we send pics (which we sent them). We then phoned back and the customer service person said there was nothing they could do.

They refused to exchange it even though this was a manufactures issue but they just would not accept any responsibility or was uncooperative in trying to resolve the issue. When I asked to escalate the issue, the guy hung up on me even though I never raised my voice but was questioning why they would refuse to exchange it to which I never did receive a good reply back.

Now I am stuck with a broken range hood and hard to replace the model given the exact specs on this one.
VERY disappointed in Wayfair for the way they treated me as a loyal customer who has purchased a number of items through them. I would most definitely think twice about dealing with them again and would recommend going to other sites like Home Depot or Costco where they actually care about their customers and treated them with respect.
This would have been an easy fix for Wayfair but they insisted on making it complicated and frustrating Another Buyer Beware scenario.