Wayfair Canada
Reviews and Complaints

I am writing to inform you of a very unpleasant experience I had with your company. I recently purchased, for the first time, a Fireplace/TV stand from Wayfair Canada, and while I am very satisfied with the product, the customer service left a lot to be desired.

My problem was that I did not receive the 10% off for first-time buyers as stated on the website.

In addition, the item went on sale almost immediately after I purchased it. I purchased this product for $374.99, and then it went on sale for $339.00. I called customer service, and when I explained to the lady that I didn't get the 10% off, she said and I quote, 'Only some people get it'. What kind of an answer is that?

Then I told her about the sale, and she said they can't do anything about that.

I know for a fact all other stores will honor the sale price in such an event. I can't tell you how frustrated and disappointed I was with her answers with no solution to my problem.

Now I know this only amounts to approximately $80.00, but to a senior who is only receiving a small government pension, this is a lot of money.

Judy

On Satuday at 100 pm ordered bunk with futon lower. Saw that it was too small for reg futon mattress.

Called Wayfair about cancelling so I could get plain double base without futon. They told me would be lots of time and encouraged me to cancel initial order and order the other bed. Did this 4 hours after ordering initial bed. On Sunday got notification that couldnt be cancelled.

Called Wayfair to get second bed cancelled and they said that they cancelled it and I would get notification. Monday got email stating that couldnt be cancelled as it was preparing to be shipped or custom made!!! If it is only being prepared then lots of opportunity to cancel as it had not been shipped and they had 24 hour notice to cancel. What the heck am I going to do with two bunk beds when I only need one.

They are intentionally forcing me to recieve two beds so they can get the money!!

DO NOT USE WAYFAIR!!! HORRIBLE COMPANY!!!

Absolutely awful! I heard good things about Wayfair and decided to try it out.

I bought beds for my kids for our new home. I hoped the items would arrive as scheduled; however, due to numerous issues, my items still have not processed after 1 month!! I called about 6 times and spoke with a number of people who promised to help resolve the issue, stating that I would hear back in 1-2 business days. I have never once received any communication from them and had to call again and explain the situation.

This happened 4 times. I finally spoke with a woman named Jen who managed to sort out the entire situation in a 10-minute phone call; it was a miracle. I added something to my order, which caused the same initial problem again. I called hoping to sort out the problem as easily as Jen had.

I was told by two people that they absolutely could not fix the problem and I have to wait another 1-2 business days to hear back. Yet, I still never heard back from the initial person that was supposed to contact me at the start of the month!!! I told the gentleman I would like to speak with Jen in hopes she could repeat her solution and get the order shipped, but I was told that it was not possible and was laughed at. I am completely outraged by this horrible company and its joke of a customer service department.

I'm convinced they lie and make excuses to be called back at a later date when there is no intention to call back, at all. It is incredibly unprofessional for an order to take 1 month to simply be processed, and that there is no other solution than to go through a back-room department; complete lies. The only honest thing about this company is the one woman who actually understands her job and customer service, Jen. I will share my story on all my social media platforms, with all my friends and family, coworkers, strangers, to warn of this company.

What an utter disgrace! I will never give my business to this company again. My father was going to use this company to buy furniture for his apartment buildings and cottages, but after I warned him about this disgraceful situation, he will be doing the smart thing by taking his business to a reputable company that values their customers.

Who needs the added trouble of contacting customer service this many times in a month just to have an order processed? Absolutely horrible company.

We ordered a bed frame that came with a bent centre rail. We reported this and requested a new part to be send.

We received an email in response that the warehouse would not be sending a replacement part and sorry for the inconvenience. So we ordered a new bed and planned to send the one with the damaged part back. Im the end after the sorry for the inconvenience email, I learned Wayfair sent a whole new bed as a replacement. Not knowing this I had already ordered another.

Now I have 3 beds here, and tried to send back the extra we ordered and have to pay for the shipping.

We shouldnt be paying for this shipping as this was a miscommunication on your part. Its almost like were being punished for Wayfairs mistake.

I want to be refunded the shipping were incurring to send back the second bed we didnt need to order, or we will not order again

I love the variety of eclectic treasures on this site, but I stopped ordering after last year because the percentage of items arriving with either a piece missing, or damaged, was outweighed by the percentage of items that were arriving intact, and in good shape. I decided to try again an ordered an outdoor firepit last month, which arrived last week.

Upon putting it together, there was 1 side panel damaged and bent, and the door does not stay closed, as there is no magnetic piece to join the inner magnet. Maybe Wayfair should be more particular with quality control and screen their vendors' products more closely. I banged out the damaged part, and went to my local hardware store to buy something to help me close the door. I am keeping it simply because I purchased it for a family gathering in 2 weeks and do not have the money, time or patience to take it apart, package, return it, buy another one and put that one together again, but I will be honest with others when asked about my purchases and do more research if possible on anything that I do order from your site.

But this review isn' t all negative!

Wayfair has always had and continues to have a very efficient and friendly customer service department. Thank you for not letting the quality of service in this area decline with Covid, like so many others.

If I could give no stars I would. This company is a rip off .

I ordered a gazebo from this company it said it would arrive on May 6th and I was happy cause I was going on vacation and I would be back may 5th . I get home and I get my emails saying it arrived on the 4th and they left it right on my door step where the world could see it not infront of our truck either at 7am in the morning no signature no doorbell so my daughter could get it no knock no nothing. I went looking everywhere couldnt find it ! I call wayfair they tell me they have a photo showing it was dropped off nothing they can do sorry.

The lady I talked to

was so rude and didn't care about her customers she should never be a manager / supervisor her name is Catoria. She forbid to let me talk to her supervisor and said I can wait to talk to someone else but they will tell me the same thing . They are all Crooks this company needs to be shut down Now I'm out $500.00 and no gazebo . I'm so angry If there is anyone in this company that I can talk to please msg me so you can help me .

I feel like I want to puke. Nobody cares about anybody anymore . Being a manager is so important to me and helping people is what I do . This place has no care in the world!

I'll be posting this everywhere till public sees they are crooks . Who knows they could have taken a photo and kept it for themselves ,stay away from this company

If you intend to order online from Wayfair Canada, don't expect an hassle free experience with Customer Service comparable to Amazon. Be prepared to have a bad service if anything is wrong with the product received.

Here is my experience:

1. I ordered an open box electrical fixture, advertised as a 1 light fixture, and I received a 2 lights fixture of the same model.

2. I tried to join Wayfair. Found that their chat service was open from 12.00 and 12:01 (wtf!) and phone calls were answered by an answering machine with no feed back.

3.

After using Pissed Consumer, I finally received an answer from an agent within 24 hours offering me a replacement. I replied that it was too late as my builder construction schedule could not wait for the delivery of the replacement. I requested a reimbursement.

4. Therefrom, it was back and forth emails each time with different agents.

Each of them referring to a strict non return open box items policy although exceptions apply as evidenced by their initial offer for replacement and customer experiences found on the internet.

5. My reading: either Wayfair management give instructions to reduce costs generated by reimbursement claims or the customer service agents have money incentives to "settle" rapidly the maximum of claims, therefor having an incentive to use formatted letters.

Bottom line, Wayfair management policies force me, the customer, to bear the full cost of their fault of not advertising the product properly.

I called to order a bathroom vanity on the last day of the Wayfair sale. A few days later, the manufacturer put it on sale even further.

When I called Wayfair, they said there was nothing they could do but offered a 10% discount on a future purchase. I was not impressed. A month later, my purchase arrived. I was shocked to find that it was a top only.

Even though it was pictured just like the hundreds of other complete vanity sets I had been viewing and was priced similarly. Not even the order person clarified that this was a top only. When I called to return the vanity top, I was told it would cost me $200 to return. I've had to place another order for a complete vanity set and wait another month.

I don't think I'll be making any future purchases any time soon. I was not impressed with Wayfair's policies or customer service at all.