I have been a Wayside Furniture customer for over 50 years and have purchased furniture from…read moreWayside because I believed they sold quality products and, more importantly, stood behind what they sold. Unfortunately, my recent experience has completely changed my opinion.
On 01/16/26, I purchased a $1,100 ORT689/SO recliner with fabric #3155. I was assured by the salesperson that I was purchasing a high-quality, top-of-the-line recliner. I picked it up from the Wayside warehouse on 02/16/26.
Less than six months later, the fabric on the footrest began peeling away from the fabric base. The same problem has now started on the right arm of the recliner.
I contacted Wayside Customer Service on 08/11/26 at 10:20 AM and left a message. I then had to wait for a return call at their convenience. At 3:49 PM, Sarah contacted me by text and asked for pictures. On 08/12/26 at 9:12 AM, she responded that she could not see the problem in the original photos and requested closer pictures. I sent those at 2:21 PM.
Sarah then told me she would contact the factory to get the replacement cost for the footrest. I had to ask why I would need to pay for the repair since the chair is only 6 months old. Also,what was particularly concerning was that the damaged armrest was not addressed. I was also told that the problem was not covered and was considered normal "wear and performance" that happens over time.
Let that sink in: a $1,100 recliner, less than six months old, with fabric peeling away from the footrest and arm, is apparently considered normal wear.
I was given the name of a Manager and the warehouse address and made another attempt to get this resolved. On 08/14/26, after leaving several additional messages throughout the day, I finally received a call at 3:26 PM from Sean, the Manager.
Sean was aware of the situation with the recliner. Much of our conversation centered around whether the damage was considered "normal wear." At one point, Sean stated that he had no idea how we handle or care for our furniture. I found that statement particularly offensive and insulting, especially given that the recliner was only about six months old and had cost us $1,100. Rather than addressing why the fabric was already peeling and failing, the comment seemed to suggest that the condition of the chair could somehow be attributed to how we treated it. I am in my 70s and just want to relax in my chair!
I explained again that this was a relatively new recliner and that the salesperson had assured us we were purchasing a high-quality, top-of-the-line product. After going back and forth over the issue, Sean offered to pay half of the replacement cost of the footrest, as well as the cost of installation. Unfortunately, there was nothing Wayside could or would do about the damage that had already begun on the right armrest.
I find this solution unacceptable.
I did not purchase a $1,100 recliner expecting the fabric to begin failing within months. I certainly did not expect to have to prove that peeling fabric is actually peeling, leave multiple messages, wait hours for responses, and then be told that the deterioration is simply normal wear or somehow my fault.
The most disappointing part is not just the defective furniture--it is how Wayside handled the problem.
After more than 50 years of shopping at Wayside, I expected better. I chose Wayside over other furniture retailers because I believed they valued their customers and stood behind their products. Unfortunately, this experience has shown me that the Wayside I trusted for decades is gone. The company I once believed stood behind its products and valued its customers is not the company I see today. Wayside has lost a longtime customer.
I will not be purchasing furniture from Wayside again, and after more than 50 years as a customer, that is not a decision I make lightly. I will also be sharing my experience with others so they can make an informed decision before making a furniture purchase from Wayside. For $1,100, I expected a quality recliner--not a chair that starts falling apart within six months and a customer service experience that leaves the customer feeling like the problem is somehow their fault.
One star is more than I feel this experience deserves.
