Analysis of 1 066 reviews show that Wayfair USA make their customers pay for their mistakes

Living room, sofa, armchair, white

The furniture and home-goods company Wayfair USA is promising its customers a quick and easy shopping experience. Although it seems that sometimes it’s difficult to even receive the purchased products.

Why do we say this?

The topic “months”  occurred in 13% of the reviews and it has an average grade of 1,32 / 5. This implies although not being mentioned that often, that the topic has a low average grade that indicates dissatisfaction. Customers mentioned that they’re sometimes struggling to receive their orders, some complained about it taking months.

Also, there were complaints made about customer service. This is where the topic “called” comes in, this topic occurred in 40% of the reviews and it has an average grade of 1,66 / 5. Customers mentioned that they have had to call customer service several times since they failed to solve the issues they promised to solve. It seems that some customers experience that it’s their responsibility to follow up on their own tickets and try to solve them.

The topic “pay” occurred in 25% of the reviews and has an average grade of 1,39 / 5. It was mentioned among the reviews that some customers had to pay for the return shipping cost, even though they received a defective or damaged product.

It seems that there is a connection between payment, customer service, and shipping. Customers pay for a product that never seems to be delivered and on top of that customer service is ineffective, a waste of money and time.

 It could benefit everyone if customer service had a more efficient protocol of some sort that would help them to solve issues faster, that could also give them a better understanding of how to proceed with various problems.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on Trustpilot.

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