Wayfair is a home goods retailer headquartered in Boston. It sells furniture, decor, lighting, kitchen and bath items, and outdoor products. Its family of brands includes Wayfair, AllModern, Birch Lane, Joss & Main, Perigold, and Wayfair Professional. Wayfair is publicly traded on the New York Stock Exchange under the ticker symbol W.
Wayfair Responsiveness rating
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What you need to know about Wayfair
Wayfair customer service response times and resolutions vary.
- Wayfair customer service response times vary by contact method, inquiry volume, and the nature of the issue.
- You can resolve a problem with Wayfair with our insider guide or through our executive contacts.
- Here are our frequently asked questions about Wayfair.
Wayfair customer service response times
| Phone support | Response times: Usually 1 to 30 minutes. Call (877) 929-3247. |
| Email support | Response times: Unknown. Email service@wayfair.com. |
| Live chat support | Response times: Usually 1 to 10 minutes. Located at the bottom right-hand corner of the screen. |
| Social media | Wayfair has accounts on Facebook, X, Instagram, Pinterest, TikTok, YouTube, and LinkedIn. Access Wayfair’s social media here. |
| Help center/FAQ | Wayfair’s FAQ pages answer common questions about returns, information security, international shipping, ordering, shipping, damaged or defective items, and payment methods. |
How to resolve a problem with Wayfair
This guide on how to solve a customer service problem will help you resolve most problems with Wayfair. You can also refer to the executive contacts below or contact our advocacy team directly.
Note: If you’re having customer service trouble, please use our proven methods for fixing any consumer problem before contacting a manager.
We care about accuracy. If any of the following email addresses bounce back or the phone numbers are incorrect, please report it to us immediately through this form.Wayfair mailing address
Wayfair Inc 4 Copley Place
7th Floor
Boston, MA 02116
Telephone:(617) 532-6100
Wayfair loyalty program
Wayfair Rewards Wayfair Rewards is a paid membership program with a $29 annual fee. Benefits include early access to sales, priority customer service, member-only sales, a birthday gift, free shipping on eligible orders, and 5% back in Reward Dollars on qualifying purchases at Wayfair, AllModern, Birch Lane, Joss & Main, and Perigold (across their websites, mobile apps, and physical retail stores). Purchases made through Wayfair Professional, as well as purchases at outlet locations, gift cards, services (including home installation and assembly, extended warranties, and design services), taxes, shipping and delivery fees, and any portion of a purchase paid with Reward Dollars, do not earn rewards. Free shipping is not available on orders shipped to Alaska, Hawaii, U.S. territories (including Puerto Rico, Guam, and the U.S. Virgin Islands), PO boxes, or APO/FPO/DPO addresses, and additional fees may apply if an enhanced shipping option is selected at checkout. Reward Dollars have no cash value, cannot be redeemed for cash or gift cards, and do not expire as long as the membership remains active. The program automatically renews annually on the anniversary of sign-up and can be canceled at any time in account settings; membership fees are non-refundable outside of Wayfair’s standard cancellation policy, except as required by applicable law.
Wayfair social media channels
Wayfair executive customer service contacts
Primary Contact
Andrew Adelfio
GM and Global Head of Customer Service and B2C Sales
Wayfair LLC
4 Copley Place, 7th Floor
Boston, MA 02116
aadelfio@wayfair.com
Secondary contact
Jon Blotner
President
Wayfair LLC
4 Copley Place, 7th Floor
Boston, MA 02116
jblotner@wayfair.com
Chief Executive
Niraj Shah
Chief Executive Officer, Co-Chairman and Co-Founder
Wayfair LLC
4 Copley Place, 7th Floor
Boston, MA 02116
nshah@wayfair.com
Does Wayfair refund your money?
Wayfair may issue refunds for returned items, but eligibility and timing vary. Most standard products can be returned within about 30 days of delivery, but some items, such as gift cards, personalized products, clearance items, and non‑returnable merchandise, cannot be refunded. Refunds are processed only after Wayfair receives and inspects the return, and customers often have to pay return shipping unless the item was defective or incorrect. Certain products, such as mattresses or large furniture, may have additional restrictions or fees, so refunds are not automatic.
Where is Wayfair based?
Wayfair is headquartered in Boston.
What can I do if my Wayfair replacement never arrived after a damaged-item claim?
If your replacement has not arrived after several weeks, contact Wayfair customer service at (877) 929-3247 and reference your original claim number. Ask for a supervisor if the first agent cannot resolve the issue.
How do I cancel Wayfair Rewards if it was added to my cart without my consent?
Call Wayfair at (877) 929-3247 or use the live chat to request a refund of the membership fee if it was not intentionally added. Wayfair has acknowledged this issue and has offered refunds in some cases. You may also email service@wayfair.com. If Wayfair does not refund the charge, dispute it with your credit card company.
Does Wayfair charge for return shipping?
If you return an item and request a refund to your original payment method, Wayfair deducts return shipping costs from your refund. If you prefer store credit, the return shipping cost is waived. Some items are non-returnable. Review the return policy carefully before ordering.
What are my options if I discover a Wayfair item is defective after the 30-day return window?
Wayfair’s standard return policy covers items returned within 30 days of delivery. If a defect appears after that period, contact Wayfair at (877) 929-3247 or via live chat and ask whether the manufacturer’s warranty applies. In some cases Wayfair may make an exception; outcomes vary. If the issue is not resolved, contact the manufacturer directly or consult your credit card’s purchase protection benefits.
What should I do if Wayfair cancels my order and then relists it at a higher price?
Contact Wayfair customer service immediately, reference your original order number and the original price, and ask a supervisor to honor the original pricing or provide a comparable resolution. Document the original order confirmation and the new listing price. If Wayfair declines, you may file a complaint with your state attorney general’s consumer protection office.
How does the Wayfair 30-day return policy work for large furniture items?
Most items may be returned within 30 days of delivery if in original, undamaged condition. For large items, you initiate the return through your “My Orders” page; Wayfair arranges pickup rather than requiring you to ship the item. Return shipping costs are deducted from your refund if you choose a refund to your original payment method. Clearance, final-sale, and specifically designated non-returnable items cannot be returned.
How to get professional help with your Wayfair problem
If you need help with Wayfair, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.
Get HelpDISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.
If an email address bounces or a phone number is wrong, please report it to us immediately through this form.