“Ordered the Harriet Bee Pranav mid sleeper for £499, tried to deliver 3 days earlier than told, and I wasn’t home as had only booked leave for the foretold date. I had to ring around to rebook for the original date. On the agreed date, two chaps delivered two large heavy boxes, to room of choice, upstairs, and I was still happy with service at this point.
Until I realised the cartons stated 1 and 2 of 3, so was missing a box. I had to chase the missing box and the next day it was confirmed it had been damaged and returned to the warehouse. No replacement had been ordered and I would have been none the wiser had I not checked the boxes before starting to build the bed. I was then told it would be sometime in January for the missing box to be in stock and I was expected to store these cumbersome and heavy hazardous boxes until then, and be without a bed. Having taken annual leave once to be home to receive the delivery, I was unhappy about having to take another for the missing part to be delivered. I was then also offered the option of a refund and collection of the 2 boxes. I stated that either way I was going to have to take another days leave, and asked for a discount for my inconvenience and that I would then reorder in January. Without further discussion my order was refunded and I was told to dispose of the two heavy large boxes myself to save me the wasting more annual leave and that they don’t do goodwill gestures.
Whilst the response time by email from customer service was quick, I had a different person each time dealing with my problem, and whilst solutions were offered, they didn’t wait for me to confirm before refunding my part of my order and demanding that I dispose of the two thirds of a mid sleeper bed with storage (what a trauma that was and so much waste!!).
Well having almost broken my back disposing of them, I can thoroughly say I will never use wayfair again! Not only have they caused me massive inconvenience and stress, delay to my son moving into his bedroom, but i then also discovered that they also rebrand their goods making it difficult to do a price comparison. Having done another search for similar style vintage wood mid sleepers I came across several companies selling the ‘Rocco’ bed, IDENTICAL to Wayfair’s ‘pranav’ and significantly cheaper too! (and have since realised their packaging said Rocco too, confirming it is the same bed!)
I have now ordered from another company, saved myself £130, and is due delivery on Tuesday.
Communication is key in sales, and all it would have taken was a phonecall in the first instance to apologise and inform of the damaged 3rd box, (ideally before it had been delivered incomplete), and that they were on the case in getting a replacement, and I probably would have reluctantly waited for the missing parts or accepted the refund and collection option, and just reordered next month (and not discovered id been ripped off on cost either!)
Really poor form Wayfair, not even sure you deserve the 1.6 stars received on sitejabber and the 1.7 on reviews.io ! Trustpilot certainly seem far more favourable, but definitely wish I’d not based my purchase on the one review site linked on Wayfair’s website only!”
“If you are only replacing furniture and work from home, Wayfair might be an okay option. However, if you are buying furniture from scratch and need it quickly, Wayfair is not the way to go. If you don't WFH be prepared to waste numerous days sitting in waiting with no updates other than 'false' notifications showing the item as delivered, and then the next day, it still at the depot. They also have very questionable pricing techniques. Table was advertised for £470, then it dropped to £165 for a couple of days, and is now back to £470. I fully expect not to receive it due to some 'error' as I managed to snag it at the lower price. Compared to other furniture websites their 'advertised' delivery dates look great, but the reality is much worse than other options and I'd rather pay a little more for a definite delivery date. There were a few other things I wanted from Wayfair but I'll go elsewhere now.”
“At beginning of May Ordered 3 x Bin Covers and despite paying up front was given a delivery date of the middle of June - 5 weeks from order date, which in light of current conditions was accepted. Then the day before the agreed delivery date notification was received that delivery would now be middle of July! = a lead time of 2.5 months... if the items arrive on time. Will never order another item from this company. other companies can deliver promptly during the virus period and dont use the virus as an excuse for slow execution of orders”
“Wayfair have a good website, and easily accessible telephone back-up in case of problems. Their products are good, and free delivery over £40 is a bonus. Unfortunately they achieve this by employing a possibly cheap, but definitely very poor delivery company - XDP.”
“Ordered a kitchen trolley that unfortunately one piece was missing, they didn't hesitate to replace it the very next day, were so helpful and understand and even said I could recycle or donate that one, will be giving it to a young lady for needed extra bathroom storage after the lockdown. I'm very happy with Wayfair and their customer service team.”
“Their customer support, and follow-up, is beyond excellent. A problem with an item purchased from them (sub-standard unit delivered direct from their supplier) has been dealt with superbly. I have no hesitation in thoroughly recommending this company.”
“I have ordered with wayfair in the past and was happy with the service and delivery, unfortunately I didn't go thru online reviews before ordering again.
Ordered and entertainment unit on 23rd Nov 2019, which is currently advertised as order now and get it delivered by 21st Jan (3days).
The original delivery date was 14th Jan. No intimation or email, called up on 13th to confirm delivery and I was told it was pushed to 21st Jan (no reason given).
They did refund £65 of the £650 order after I sent a complaint email.
Called up on 20th Jan to check if the date is still on and I've been told the delivery will now be on 4th Feb again no reason given and they didnt send any email or text telling about the delay.
After lot of complaints I recvd email from them on 20th Jan saying shipment will happen definitely on the 5th Feb and not the 4th Feb.
And that they will keep me posted on tracking details asap. No emails whatsoever from them.
On 5th I call them to find status and tracking details, and they send me and update email like this -
Candice B. at Wayfair.co.uk
08:48 (3 hours ago)
to me
Hi Mahesh
I am unable to send through a request to our freight team as the order is in the transit stage and has to be updated. as i mentioned in the call, please allow BJS to communicate with you today and if you have not received any confirmation by today, please could you let us know tomorrow.
I have tried on my side but unfortunately we have to wait for BJS to be in contact with you.
Thank you
Candice
At 12:15 I call them again I get informed that the ware house in Italy has not shipped my furniture yet. and they dont know when it will actually be shipped. Apparently this warehouse according to they last shipped without any problems back in Aug 2019 and they've had problems with them ever since. Inspite of knowing all this they still advertise the same product promising 5 days for delivery. And then they will sit on that money for months until the customer cancels the order like I did.
I cannot emphasis more. DO NOT BUY from them THEY ARE A FRAUD COMPANY!!!”
“Absolutely rubbish experience! Seeing their ads on Insta and FB, I thought I'll give them a try. Came Flat packed and had to assemble it.
- Cheap chipboard was used.
- Design ended up to be different.
- The Packaging was full of sawdust.
- Some screws were missing.
I assembled your product in 3 hours and 02 months later, it starts to chip on the corner. Such a bad product. I spent 90GBP for this. Never am I ever going through this nightmare again. Cheap glue used to stick top sheet. Couldn't even withstand any weight, wobbles even after fixing 100 times. Can't be arsed. I'd rather stick with 'Top Furniture'.”
“Recently I had purchased blinds, bed mattress and internal door. Each time I had a problem with deliveries/dispatches. Worst online company I have encountered so far. The worst order was in relation with the internal doors, I was supposed to receive three doors but instead only two doors were delivered. They didn't know what actually happened to the third door, the promised to carry out an internal investigation, which was never concluded and in fact it took them 4 weeks to investigate without any findings. Then I was promised to get a replacement internal door, which also never took place, as they kept on blaiming on the courier service that they are not collecting the item. After 8 weeks I was given my refund back without any explanation whatsoever. I was absolutely furious as they wasted my 8 weeks for no reason, as I could have easily purchased these doors from another company. I shall never ever place any orders with them again, I also wouldn't recommend them to anyone.
Worst only company. Unreliable. Poor logistics.”
“Ordered two dog beds but my fault they were too small and 4 arrived. Telephoned company and spoke to a charming helpful lady who arranged next day pickup and reimbursement of their cost. As promised all went as promised. Have said they will inform me when ex large beds are in stock. Most impressed with the service.”
“I have recently purchased a large, light grey long haired rug. This rug is amazing and has absolutely transformed my lounge. The whole family love it! its that fluffy that everyone who has come round to visit, has instantly taken their shoes off to feel the rug on their feet. best rug I have ever purchased and for the best price. I would definitely recommend Wayfair and will be purchasing from them again.”
