Wayfair online shopping review

Case study: Amy's experience

Amy Stoltenberg

Staff writer

When I moved into a shared apartment with roommates last year, we wanted to buy furniture for the common area that was cheap but still trendy since we knew we wouldn’t be living together for very long and don’t want to invest in heavy furniture that would be a nuisance (read: heavy!) to move. We purchased two sitting chairs. About a week later, one of the chairs arrived — the other never did. I contacted customer service, and they gave me the option of a full refund or replacement. We chose the refund, which was issued the next day.

While it was annoying that one of the chairs never arrived, it wasn’t that big of a deal because it cost less than $200 and we aren’t that particular about our furniture. The customer service rep was really nice and helpful. I’d order from Wayfair again if my roommates and I want to buy more furniture together since it has a huge inventory of cute, cheap stuff. But next time I want to make an investment, I’ll probably shop elsewhere.

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What brands does Wayfair sell?

Wayfair sells millions of products from its five in-house brands, along with hundreds of third-party sellers. It sells licensed home goods from Martha Stewart, Calvin Klein, Nicole Miller and Tommy Bahama, along with brands you probably haven’t heard of before. The sheer number of products that it stocks is part of what sets Wayfair apart from other online retailers.

The brand of each item is listed in the title. For example, a floor lamp from the brand Wade Logan is called Vidalia 62″ Floor Lamp by Wade Logan.

Here’s a rundown of what to expect from Wayfair’s in-house brands:

• Wayfair Basics. Trendy pieces at a budget-friendly price point.
• AllModern. Modern, minimalist furniture at a medium to high price point.
• Joss & Main. Contemporary, classic pieces at a medium price point.
• Birch Lane. Traditional, farmhouse-style furniture for shoppers who are ready to invest.
• Perigold. Luxury goods at the highest price point.

• If you’re nervous about buying something from a brand you’ve never heard of before, try Googling it to see what people around the Internet have to say.

Can I get free shipping at Wayfair?

Yes! Wayfair offers free shipping for orders of $35 or more.

Shipping costs and options

If your order is less than $35, you’ll pay a flat rate of $5 for shipping.

Most smaller items will be delivered by UPS or FedEx. You can usually choose between one-day shipping or two-day shipping if it’s coming from Wayfair’s warehouse.

If your order is coming from a third-party vendor’s warehouse, you can choose between:

• Express — one business day.
• Expedited — two business days.
• Ground — one to seven business days.
• Economy — three to eight business days.

For larger items, like couches and mattresses, the options are more complex because you get to choose how and where the item will be delivered. Since larger items are shipped via truck, delivery can take up to three weeks.

Wayfair payments and financing

Wayfair accepts a wide range of payment methods, including most credit cards and debit cards. You can also pay via checks, money orders or wire transfers.

Does Wayfair accept PayPal?

Yes, Wayfair accepts PayPal. You can choose it as your payment method after entering your shipping information at checkout.

Does Wayfair have financing options?

Yes — you can finance your purchase using Affirm. If you’ve never used Affirm before, you can apply and get instant approval at checkout. Just keep in mind that you’ll be charged interest over time as you pay off the balance.

Wayfair returns and exchanges

Most Wayfair items can be returned within 30 days of delivery.

Does Wayfair have free returns?

Nope — the cost of return shipping will be deducted from your total refund. You’ll also be on the hook for the original cost of shipping.

These items can’t be returned:

• Gift certificates
• Clearance items
• Personalized items
• Items you’ve already put together
• Items marked “non-returnable” at checkout
• Open Box items
• Items that you bought in a bundle — unless you return the whole bundle.

Wayfair has a 100-night guarantee on all its mattresses. Return your mattress within that time frame for a refund.

Large appliances can be returned within 30 days of delivery — as long as they haven’t been installed and are still in their original packaging.

Wedding registry returns

If you set up a wedding registry with Wayfair, you’ll have 90 days from the delivery date to return gifts you don’t want or need. Wedding registry returns are free in exchange for Wayfair store credit.

To make a return on a wedding registry item, contact Wayfair customer service and provide the product name or registry order number along with the reason for the return. Registry purchases can’t be returned through the regular Wayfair returns center.

Does Wayfair do exchanges?

Yes. Most items can be exchanged for a similar item. Exchanges are subject to the same terms, conditions and restrictions as returns.

How do I return an item to Wayfair?

To return something you bought from Wayfair, first head to the website. Then:

1. Log in to your Wayfair.com account.
2. Select Order history under the My account tab.
3. Choose Return or replace items next to the order you wish to return.
4. Follow the return instructions provided.

If you don’t see the Return or replace items button, your order might not be eligible for a return. This could be because the 30-day return window has elapsed, or the order contains only nonrefundable items. If you think there’s an error, contact Wayfair directly at 844-806-7174.

Wayfair discounts and sales

Head straight to Wayfair’s sale page to see items that’ve been marked down, or wait for its annual blowout sale.

Wayfair’s next big sale will most likely be Way Day, which happens at the end of April. You can get up to 80% off thousands of products in pretty much every category.

But if you can’t wait until Way Day, here’s how you can save money today:

• Use Wayfair’s credit card, which qualifies you for an initial discount when you sign up. After you get the card, you’ll receive exclusive deals and discounts only available to cardholders.
• Enter Wayfair’s frequent sweepstakes and contests found on its website.
• Get the latest Wayfair deals by signing up for its email list.
• Shop the sales tab to see the best limited-time offers throughout the site.

Does Wayfair offer student or military discounts?

Nope — Wayfair doesn’t have discounts specifically for students or military members.

How can I contact customer support?

Here’s how to get in touch with Wayfair’s customer service team:

• Phone. Call 844-206-1318 on weekdays from 8 a.m. to midnight, Saturdays from 8 a.m. to 8 p.m. and Sundays from 9 a.m. to 6 p.m.
• Email. Send a message to service@wayfair.com.

Wayfair alternatives

If you don’t want to order from Wayfair but are still in the market for furniture or other home goods, check out:

• Overstock. Discounted furniture and home goods from thousands of brands — plus a rewards program that can save you money over the long haul.
• World Market. Unique home goods and decor with an eclectic aesthetic.
• Etsy. Handmade, vintage and antique furniture from independent makers. Lots of items on Etsy are comparable to Wayfair in price.
• Ikea. Budget-friendly furniture and home goods inspired by minimalist Scandinavian living.
• Scandinavian Designs. A family business that’s been around for over 50 years and is inspired by Nordic culture. Pricing is comparable to Wayfair — expect to pay between $300 to $600 for a real wood coffee table, for example.