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Wayfair.com complaints

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4 Copley Place Floor 7
Boston, MA 02116 | Get Directions

(877) 929-3247

http://www.wayfair.com

For business hours please contact (877) 929-3247.

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Total Amount in Dispute:
$9,764.00

Total Amount Settled:
$387.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

34 complaints against Wayfair.com closed in last 3 years.

Complaints	Type of response
1	Making a full refund, as the consumer requested
0	Making a partial refund
2	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
31	Unanswered

34 complaints against Wayfair.com

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3/30/2026

RESPONSE: Agreed to make an adjustment Amount in Dispute: $59.99 Amount Settled: $0.00

Customer Complaint

3/3/2026

I ordered a lamp from Wayfair. It came in the wrong color. They agreed to send me the correct lamp but at almost a month later, it has been delayed so I reached out again and they assured me it would be here by February 28. It is currently February 26 and the package has said "awaiting carrier pickup" for a week and their customer service just keeps telling me "wait" and that they will resolve the issue if it's not here by the 28th. But they have done nothing to resolve the issue. Resolution Sought Mail me my lamp with expedited shipping. I shouldn't have to wait even longer to get the product I paid for

Company Response

3/30/2026

per consumer "They have resolved"

10/19/2025

RESPONSE: Making a full refund, as the consumer requested Amount in Dispute: $387.00 Amount Settled: $387.00

Customer Complaint

9/19/2025

Wayfair contacted me on 08/29/ 2025. My refund was not successfully processed and they sent a link(Stripe) and I put pertinent information in so that I could finally receive the refund. I first spoke with Melissa, When I returned call to her after not hearing from her, no answer, no voicemail. I again contacted them on Sept and Erica advised me Melissa was out office and she would turn take over and resolve issue. She said issue would be resolved by September 10th and she would contact me me September 16th. She didn't call and I called her and she said she had to contact financial team to see what went wrong with refund. Still no refund and hasn't heard from Erica. . Resolution Sought Give me my refund and explain why they're not true to their word by not standing by their quality of products.

Company Response

10/17/2025

Per consumer: They finally sent refund

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