“Very very disappointed. We ordered a dining table at the end of December and it never turned up. When we ordered it we weren’t told it was out of stock. We waited eight weeks, and it became apparent that we weren’t getting our table.
The table was then replaced on the website with a new version that was almost identical but three hundred pounds more expensive. But Wayfair wouldn’t honour our order and told us we could have a refund. I am very upset as we waited 8 weeks for a table that never came, and we can’t afford the new version.
Wayfair shouldn’t be allowed to advertise items they don’t have and they shouldn’t be allowed to string people along. This company is utterly unreliable and I will never trust them again. Buyer’s beware.”
“I ordered a tub chair from you.It was delivered very quickly.Unfortunately the colour wasn't as I like so on the day of arrival I requested a return and it was picked up the next day.That is what I call excellent customer service.”
“We never received the item and being lied over and over.
We have ordered sofa in November with delivery on 20th December.
The delivery date changed 5 times. I have chased the order and I was assured that it has been dispatched on 17th December. We even got a tracking details (when I clicked on it, it was in German and it did not make any sense at al)
I have been on a chat with the customer service probably 8-10 times and I was told over and over that the case has been escalated, that the item has been dispatched, then it was out of stock, then issue in a warehouse and it actually never been dispatched......the excuses go on and on and on
Cut the story short, they have our money, for 2 months now, we were promised the sofa. I was told on 5th Jan that it will be send from a superior warehouse and will be with us on 9.1, because there was an issue with the other warehouse.!!!! I am not sure what does that mean and why this has not been offered before.
I check the status on the delivery, which completely changed again and contacted customer service AGAIN on 6.1.
I was told that there is a banner on the item and could not be sent! After being told the day before that we will get it this week. So it had to be escalated again to remove the banner. It may apparently take up to 3 working days to remove the banner.
Their excuse is that they are using third party company.
What an absolute shambles. I won't be ever using Wayfair again.”
“Well it was my first time and have to say absolute last time I will ever deal with this company. Placed an order got a delivery date it failed no updates provided so had to chase for an update and finally got through to an agent who was about as useful as a chocolate fireguard. Couldn't provide any details as to the reason for the failed delivery couldn't provide any details as to a revised delivery date said I would have to wait a further 10 days to find out if the item was going to be rescheduled for a later delivery and if after the 10 days they found it wasn't they would be happy to refund my purchase price then they would look into supplying me with something else in its place. No one was bothered to even attempt to pick up a phone and try and get a delivery date, "As per their policy" I had to wait 10 days to find out if the items were ever going to be supplied or not or alternatively I could just cancel the order and they would refund me within 7 days and I could go somewhere else. Well my advise is do that in the first place the company are just not worth dealing with!”
“a terrible place to for customer support, all nice and flours, until the cant send you what you paid for, on that the will live it all on you and force you into cancellation with no accountability.
waited for an item for over 2 months and all they could offer was cancellation. no even an alternative , no coupon for the wait, the just don't care about customers its all gain gain and no accountability.
worse place i have ever ordered from.”
“Complete shambles of a company, ordered a mattress and having waited all day for delivery I get in touch with them to be told there was a issue so given new dat and guess what still no delivery they have now changed the date yet again. I wouldn't bother with these clowns. It's my first and last time with this company. I don't recommend.”
“Do not buy anything from these frauds, I purchased a rug for 271 pounds and after a few weeks it started shedding and ruining our clothes carpet etc..I spoke to them to say product is faulty and they said you are 11 days over the 30nday refund period so we can't offer you nothing. Thatwas the end of it. So if you buy anything from this fraud company remember if anything goes wrong after 30 days they will not return or give you any sort of refund.
Item name Octavia hand made shag cream roll...”
“Avoid this company like the plague. Bought a Rowena upholstered recliner for £282 on 1/8/24. Wayfair took my money quickly enough but would not give a delivery date. A few days later order updated to state delivery on 7/8/24. Still not been delivered and yet I have to stay home every day in case it turns up. They try desperately to hide their UK contact number and do everything via Whatsapp and chat bots. Finally managed to talk to them on the 9/8/34 and they told me they do not know when it will be delivered, they cannot find out, that it’s not their responsibility after it has been shipped, and will not issue a refund.
Literally the worst company I have ever dealt with, and I worked at Citizens Advice for 9 years. If my bank will not issue a charge back, I am going to have to start a money claim in county court to try and get my money back. I am going to write to the Guardian about them, and I strongly urge others who have had similar experiences to do the same – companies like this only seem to take notice or care when they are exposed in the media.”
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Wayfair UK
Reviews 76,575 • Average
TrustScore 3.5 out of 5
3.6
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Miss Valerie Williams
10 reviews
Rated 1 out of 5 stars
Absolutely terrible experience…
Absolutely terrible experience with Wayfair. I ordered a picture months ago and it didn't turn up, even after giving it time after due delivery date. Customer Sevices were nonchalant and gave little help.
Now, I ordered a rug, which did come, but looks nothing like the colour on their website. After two days trying to sort this matter, and trying to get it back in an ill fitting box, which has ripped. They say it's the right colour and want it returned in the same box. I have told them it's ripped! I hadn't taken it out of the packaging as I coukd see the colour was wrong. I explained that taking it out might mean I couldn't get it back into the box, but they were insisting I take it out, take a video and send it to them. Trying to put it back in the box, it ripped as I am nor a machine folding the rug into the smallest size possible. They still want it in the original box! Also, they say it's the right colour! They have mis sold this item as being a paler colour than it is and now want me to pay for return. I have also asked that a label be sent numerous times, as I do not have a printer, but they ignore me. I have wasted hours trying to return it and no further forward.
Customer Resolution Management Team is useless and show no consideration. Their lack of understanding and listening power has frustrated me greatly. My usual politeness has ended up being very limited, I admit. But, corresponding with 4 different people to try to resolve this matter has pushed me to beyond my limit! What a waste of time!
Absolutely appalling service. Never again”
“Your are the worst company that I have ever experienced after taken my money for over 25 days and your deliver company called Evri .every day we would get a text saying that they would deliver and making us stay in for ours on end and still not coming . How can you run a business and you all keep pass on the buck .
I would not recommend this company so disappointed .”
“They never delivered on the day I booked then given another date and didn’t deliver again. Customers Services just lie and make excuses, don’t even know who the couriers are. Promise to email you back but don’t. I then looked in my account and saw the item I ordered was cancelled. Nobody said a thing to me about being cancelled and why!”
“I ordered a changing table for £164, was refunded £55.99 for it but the bottoms of the drawers were missing, the top of the changing table and it cost over this to get repaired locally. The quality of the wood was poor and the product itself had drill holes that didn't align up properly with most of it. So it took ages to get fixed. And I'm two weeks away from giving birth. More stress than it was worth.”
“My girlfriend had ordered a rug for our home back in April 2023 (6 months ago).
On two occasions, it failed to be delivered.... Their customer services said they would speak to their warehouse team to rectify this.
On the 3rd time that it didnt arrive we chased them for the 3rd time and they said its not going to come at all... Didnt bother to tell us but happy to take our money.
Then they said they would refund her and they didnt.
Then she contacted them again and have spoken for several hours over the chat widget to customer services speaking to 5 different people. None of them take on board the information given to them, every conversation has to be restarted as they don't read any notes from the previous conversations. My gf then chose some new items once they said they would refund her the very next day so that she could buy these new items.
Of course the refund didnt happen. So she contacted them again and was told the refund may take 5 days this time. The items that my gf had chosen were on sale, and because the refund hadnt actually gone through after 5 days (of course), the items are now back up to full price and they have said there is nothing they can do. The refund has now gone through but its too late as they are now about £60 more expensive.
Essentially, they are happy to take your money, make it unbelievably difficult to get your money back, waste hours and hours speaking to staff that disappear mid conversation, can't supply items listed on their site, and frankly very poorly trained staff in customer services.
The items we are buying are tied up in vouchers so we are forced to spend it through them as they can't be refunded.
We are now stuck with these conmen. How is this business still functioning??”
“Bought 2 lampshades and cushion covers all in the same order but as the lampshades were not like the photographs & the covers were smaller than advertised and poor quality I decided to return one lampshade and the covers. I was told that 2 x £4.99 would be taken from my refund as the purchases came from different suppliers !! I thought I bought them from Wayfair. The cost to return the skimpy velvet covers would be £2.70 via Royal Mail and as no packaging costs are involved I consider £4.99 return charge for each item is exorbitant. Apart from the inaccurate product description and quality, the return policy is unacceptable to me so I will never shop Wayfair again although I found then very good previously.”
