“The order was supposed to be 2 days delivery, but it has been a week and my delivery is still processing. Also, support has no idea where the parcels are and they are answering Trustpilot reviews with fake dates”
“Dear Senior Executives
I am writing as a Wayfair customer who has now faced two consecutive disastrous sofa orders. After a recent house move, I chose Wayfair for a sofa purchase. I was promised delivery on Friday after confirming with multiple customer service agents, and I took a day off work. However, the delivery company arrived outside the agreed window and left the package outside my door on the first attempt, despite being promised three attempts by your team. After receiving it, the sofa pieces were mismatched in both color and orientation.
Despite this, I gave Wayfair a second chance. Layla, an executive services manager, reached out and assured me this was not the standard Wayfair experience. Once again, I carefully ordered a sofa directly with a sales member to avoid mistakes. I ensured every detail was correct, yet due to a glitch, I was charged for a rug instead of the sofa, despite having gone through the sales process with a team member. Now, I’m out of pocket, waiting for a refund, and forced to wait another 24 hours for a new gift card. This means, once again, I will miss the critical bank holiday window I had to receive the sofa.
This is not just a one-off. The first time, the wrong color and orientation was sent; this time, a rug was ordered despite explicit instructions. After countless hours across departments, I feel completely let down. How many other customers have been through this? After being promised better service, I am left wondering if this is a joke by the sales member ordering a rug instead of the sofa we discussed or a complete disregard for my time and finances. I have tried contacting Layla, but have had no follow-up. This is so serious, I am begging you to escalate this to senior management and rectify the situation immediately.
How can ordering a sofa from your company be so complicated (which is an understatement).”
“I’m extremely disappointed with my experience trying to return stools to Wayfair.
The return has now failed three separate times, despite being confirmed on each occasion. I’ve had to call multiple times to chase this, and there doesn’t seem to be any clear complaints process or dedicated team to handle ongoing issues.
During one call, a colleague refused to let me speak to a manager. When I eventually did get through to one, he called me while I was in a meeting. I asked for a callback, which he agreed to, but I never heard back.
I’ve been waiting in for collections from 8am, even working from home instead of going into the office so I wouldn’t miss the courier, only for the collection to not happen again. This has now been going on for over a week.
Each failed collection delays my refund further, as this can only be processed several days after the return is completed. What should have been a straightforward process has turned into a frustrating and time-consuming experience.
The collection is now rescheduled for Thursday, so I’ll have to wait and see if it actually happens this time.
Overall, very poor communication, lack of accountability, and an unnecessarily stressful returns process.”
“Absolutely awful experience.
Delivery was due on 10th April — didn’t arrive. Me and my husband both took time off work for nothing.
Then I was promised it would be sorted within 2 days… that was 5 days ago and still nothing.
The delivery company even confirmed the item isn’t in the dispatch zone, so it was never ready to be delivered in the first place.
Wayfair just keep apologising and telling me to wait, but won’t give a real answer or even cancel the order properly.
Given a small 10% refund like that fixes anything — it doesn’t.
Avoid if you actually want your furniture delivered when promised.”
“I ordered this table a week ago. No tracking number given yet I’m told the order is delayed. Delivery was meant to be today the 8th April. Now I’m told wait a couple more days, still no tracking details. This is the second order of the same item. First time they said it was damaged.”
“Awful company, dreadful customer service.
Delivered part of an ottoman bed...rest has never arrived.
1 week later, still no delivery of the missing box,which means I have no bed!!! Avoid using this company, they lie, they are dreadful to deal with, ive tried every method to resolve this, ringing, email and WhatsApp, but still nothing..
You will waste a lot of time, be stressed and waste your money
AVOID!!!!!”
“Avoid at all costs!
I ordered a love seat which arrived faulty. Wayfair refunded me but is, after being promised a pick up for over a month, now saying they cannot pick up the item. I cannot take it to the dump or donate a faulty item to charity nor do I want the hassles of the time, effort and strangers at my house because of Facebook marketplace or anything like this.
Their customer service is absolutely appalling, non responsive and I regret buying from them. There is a legal requirement for them to pick up this item and they just refuse.
Avoid at all costs!”
“If I could rate 0 I would. I ordered a sink basin and unit on the 8th of February. On the 16th of February I enquired as to where my delivery was. I was told there had been an issue with the currier and I could have a free replacement sent to me with a delivery date of Friday the 20th of February. On Wednesday the 18th I recieved a delivery and was finally relieved to have my item only to discover that one side of the unit was broken in half!! I reported this and was told this was the original item that I do not receive and my replacement would still come on Friday 20th. The words ‘sure’ and ‘definitely’ were used to ‘reassure’ me I would receive the goods I payed for. On Friday the 20th at 4:30pm I enquired again as to why I still had no delivery email and no item at my house. I was told that I would recieve my item on Tuesday the 24th of February (only 2 days before I am to have my bathroom fitted and 3 weeks after I originally ordered and payed for the item). I was told I would ‘definately’ recieve a delivery email on Monday the 23rd to tell me the time of my delivery. At 8pm on Monday the 23rd of February I still have no recieved any confirmation that I will recieve my goods at all and as of now my account says it should have been delivered today.
Disappointed is an understatement for how I feel about the service I have received as a first time buyer. I have requested a full refund so I am able to buy another sink unit but will still be at a loss for having to cancel and reschedule my bathroom to be fitted.”
“I ordered a mattress with them as they specifically stated delivery by the 14th. No sign of it on the 14th. I checked on the morning of the 15th, the date changed to the 18th. I contacted customer service and explained I am disabled and very unhappy that I have to use an unsuitable mattress in the meantime. They offered 10% off my next order and basically said they have no control over delivery dates. If they have no control why offer specific dates? I also asked them to cancel my order. They then carried on talking about helping me get my delivery. I pointed out I wanted the order cancelled, they said they would do it as a 'one time except'. Awful.”
“I would steer very very clear of Wayfair. They refused to cancel or support order despite my early communication that I will not be home (package delivery slot was later than suggested). And the DHL delivery person left the package, a tall bookcase, on the door open to street. And despite my neighbour refusing the package, kept insisting to receive in my absence. What’s worse I have to pay for return to DHL, and I will not get my refund until they have received the package. Never mind it was left on street for anyone to pick before I could get to it.
I’d much rather purchase from a website with a decent or at least a bare minimum customer service.”
“No star rating. Appalling service. I ordered a rug on 9/12 and told it would arrive 17/12. Since then I have been in touch countless times and have been given baseless delivery dates. It still hasn’t even been shipped. The company can’t even tell me where it is being shipped from. You deal with a ‘virtual assistant’ because Wayfair doesn’t employ humans. Even the telephone helpline tells you to bugger off and use the webpages. Dreadful company. Don’t go near them.”
“There is no customer service. I have been talking to AI for a couple of days now because I want to return a couple of items but Wayfair have deleted my order number even though it was only ordered on 30/12/202 and on the 31/12/2025. They owe me £23.23 for the item I want to return but it doesn't look as if I am going to get it. Very Disappointing.”
“Awful company do not use. They damaged my bed in the delivery process so it got delayed. They told me I could cancel anytime, so I requested to cancel and got a bed elsewhere as I was moving out and needed it. They then refused my cancellation request and are sending the bed. They have told me I must accept the delivery, put in a return request and they will come and get it. I have a chest of drawers that says delayed and has no expected date of delivery. I can't cancel this either. Complete joke of a company, don't ignore the reviews like I did. Look elsewhere”
“Absolutely dreadful from the customer service to the delivery absolutely terrible I would recommend not to use this company everything about them is slow once they dispatch your products the delivery service they use is even worse and you’ll be waiting and extra week for it to be delivered
Avoid at all costs”
“Bought a Borofsky Recessed Electric Fireplace TV Stand with Closed Storage which advertised as holds upto 50kg and 75inch tv. Built the item and as soon as our 75inch tv at 35kgs was placed on the stand it instantly started bowing in the middle and leaning back, showing the unit clearly does not take evven 35kg, Emailed Wayfair and their answer was its because our the has only a centre stand and this unit need a stand with legs at least 90cm apart. This was not advertised in the product description before buying. I was told to either replace the tv to fit or buy timber struts to help hold the weight on the tv on the stand. The item is not as advertised and clearly not fit for purpose. Customer Service is shocking and will have to refer this to Trading Standards”
“In spite of bad reviews I placed an order due delivery next few days. Status of order now reads not shipped and if not moving (whatever that means) by 9th January please contact them.
Getting this quickly was why I placed the order. Had they advised not available for shipment then I would have ordered elsewhere”
“I am extremely disappointed with Wayfair. I ordered a sofa that was listed as in stock, but after waiting weeks, I discovered it was actually out of stock. I called customer service to sort the issue and was told there was a store credit option, but someone on their team canceled my order and wanted me to purchase a new one.
The communication was confusing and unhelpful, and this entire process was frustrating and stressful. Wayfair’s stock management and customer service in this instance were completely unacceptable. I will not recommend them to anyone.”
“Idiotic & Stupid company
Idiotic & Stupid company. Total rubbish customer care. Ordered more than 2 weeks ago, probable delivery date expired long before.Nobody informed me where is my item. Its a expansive item and i am worried about my item. Cant communicate any of the members, dont know if it will be delivered or not. Please dont order from this horrible company u will loose everything!”
