Convertible Ottoman: You can put the convertible ottoman anywhere so that the sofa will have more possibilities and fun. You can set as many positions and shapes as you like.
I will never order furniture from Wayfair again.
I ordered a couch for nearly $1,000. A few days after placing the order, the product listing completely disappeared from the site, which already made me uneasy. When the couch arrived, I spent hours assembling it on my own. Once it was fully assembled, it looked nothing like the photos. The cushions were flat and thin, I could feel the metal and springs underneath, and the fabric felt extremely cheap, like it could rip easily. It was uncomfortable and clearly not worth the price.
I contacted customer service to request a refund and explained that returning it would be very difficult since it was already assembled and I no longer had the boxes. I was told my case would be escalated to a specialized team to see if a return would be required and that I should wait to hear from them.
Instead of hearing from this so-called specialized team, Wayfair scheduled a FedEx pickup without telling me. One representative told me to cancel and ignore it because the team had not made a decision yet. Another representative later told me that scheduling the pickup was actually their way of declining my request and that I did have to return the couch. Completely contradictory information.
I then spoke with THREE different Wayfair customer service reps who all told me that I could return the fully assembled couch by wrapping it in a plastic sheet or tarp and that FedEx would be able to pick it up that way. This was their suggestion, not mine.
I struggled for hours to wrap the entire couch, injured myself dragging it onto my front lawn by myself, and waited for FedEx. When FedEx arrived, they immediately said they could not take it because it was not boxed. I explained that Wayfair explicitly instructed me to do this. They reluctantly took it.
Hours later, FedEx showed back up at my house and dumped the couch back on my lawn, saying they absolutely could not ship it that way after all.
I called Wayfair again and was told by a different rep that wrapping it was never allowed and that FedEx would not take it like that. I was furious because multiple Wayfair employees told me to do exactly that. The rep then framed it as a favor that she would arrange a third-party carrier to pick it up without boxing, which should have been offered from the beginning.
I then had to drag the couch back into my house while injured because it was going to rain.
Eventually, a third-party carrier picked it up days later and I did receive my refund, but only after an absurd amount of physical effort, stress, misinformation, and wasted time caused entirely by Wayfairās incompetence.
This was one of the most frustrating customer service experiences I have ever had. If you value your time, money, and physical well-being, do not buy large furniture from Wayfair.. Anonymous. Sun Dec 21 2025
