Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.51

1.5 Rating 2,252 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,252 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 21%
Accurate And Undamaged Orders	Greater than 61%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.3 out of 5
Returns & Refunds
Refunds Process	Difficult
Returns Process	Could Be Better

About Wayfair:

Wayfair is in the business of giving our customers easy online access to the world’s home stuff in one place. Wayfair believes that options for your home can come from just about anywhere, so we carry over 5,000 brands of products like furniture, lighting, cookware, and everything in between. We also know that home furnishings often don’t fit in your car, so we offer free shipping on most big stuff and most other stuff, too

Visit Website

Phone:

0800 169 0423

Location:

Wayfair Stores Ltd, 78 New Oxford St
London
WC1A 1HB

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Wayfair 1 star review on 20th October 2024

257

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I had an absolutely shockingly dreadful experience and was treated deplorably by wayfair. I will never buy from them again as a result. I placed a large order (almost £1,000) and they failed to deliver what I had ordered. I kept checking online and on multiple times I saw items were due to arrive, so waited in. The delivery dates always differed between wayfair's website, the auto emails and the courier. Once I had to cancel plans after receiving an email from an actual wayfair employee saying my very delayed picture was arriving that day (they lost the first, and then sent an incorrect product) - obviously it did not arrive. Some parts of my order never arrived. Some did - on different days than stated - but these were mostly badly damaged, dirty, of such poor quality, or so badly made they were dangerous. Over half of the products that I received had to be thrown away. Shockingly the damage was done before packaging - meaning damaged products were packaged and sent out. I contacted wayfair on multiple occasions by different means. They did not care. They lied, made up excuses, and did not do what they said they would. I chased for months and months as wayfair refused to contact me. They cannot (or will not) track their own deliveries. They have no control over quality or what is delivered. They did not meet their own delivery contract as stated on their website. For an online company this is simply inexcusable. All they seem concerned about is getting customers' money - they had our money for months before we received products or a refund - they did not care and had no reason to act. There was no follow up into products that should have been delivered - no-one ever contacted me - and no investigation was made into their failings. My online account still says I am waiting for products to be delivered - why has there been no follow up on this? They have no published complaints policy. When I asked staff how to raise a complaint they refused to say - absolutely inexcusable. I made 6 serious complaints to different departments - all were ignored. They refused to address my complaint; they would rather leave me unhappy and angry. I had to email the CEO before receiving a very brief reply from someone very low ranking. He was incredibly dismissive, mocked me, called me a liar, and refused to give compensation for the months of problems I had experienced, saying the refund I had received for damaged and undelivered products was my compensation. He took £5 from my wayfair account that was there after I had written a product review, and said I could not complain anywhere else as they are not covered by an ombudsman. I reviewed every product that I ordered, but most of them are not on their website as they will not allow negative and accurate reviews. Such absolutely shocking and atrocious treatment. They should not be allowed to trade.”

Helpful Report

Posted 1 year ago

“TERRIBLE CUSTOMER SERVICE, TERRIBLE CUSTOMER SERVICE, THEY OVER PROMISE AND UNDER DELIVER. DO NOT BUY FROM HERE, YOU WILL BE SO DISAPPOINTED AND WISHED YOU WENT SOMEWHERE ELSE. SO POOR IT IS PITIFUL.”

Helpful Report

Posted 1 year ago

“The absolute worst customer service. Ordered 2 bathroom vanities….several bathroom lights. Had to return lights and the return shipping was over $100. I WILL not be buying anything from Wayfair. Customer service was less than helpful.”

Helpful Report

Posted 1 year ago

“I bought netto 77.16'' Upholstered by George Oliver from wayfair My first and last purchase from this company. When you google something wayfair comes up a lot beautifull pictures and big discounts but the truth is the quality is extremely low and the discounts are fake because you can find the same price somewhere else without discount claim! I wanted to write a review on the product I bought but it doesn't let me. Review writting is inactive! Interestingly there is no google reviews for this site either. Very unethical Very frustrating”

Helpful Report

Posted 1 year ago

“Please do not use this company they rip you off and steal your money. Let me explain...I ordered a upholstered Storage Bench beginning of January and was told it would be delivered in 3 days and then when it was supposed to be delivered it went on backorder I then waited for the new delivery date again to be told when i messaged customer service its on backorder the agent was rude disgusting. Anyway I then waited again and on the fourth occasion I called them on the phone to find out a definitive date in which they lied so I waited again. I then called back to cancel and ask a manager to call me which never happened. I was told my refund would take a week ok. A week later no refund nor any product so I called again but this time to be told I cannot have a refund as my item was a special order and is on route 🙃. In the end I put a dispute in with PayPal and they ruled I my favour and refunded me a week later. My advice do not use wayfair they lie and cheat blaming the 3rd party suppliers and take no responsibility even though you have paid them directly. Please everyone be very careful do not use them fo elsewhere.”

Helpful Report

Posted 1 year ago

“I have been lied to, messed around,told completely different stories by different agents. The left hand has no idea what the right is doing. There are some lovely poor souls in the contact centre trying to front this up, who apologise for the lies and miscommunication but they can do nothing but pass it on and "escalate" it to managers and the complaints department who do not bother to call, even when I have told repeatedly that they will. I am now told that they "do not reach out to customers." That just about sums it up!”

Helpful Report

Posted 1 year ago

“Terrible customer service, would never buy form them again. We brought a table for around £300, over the 1.5yrs s split in the wood top became a massive split in the top and made the table unsafe to use as it becomes wobbly, and almost collapsed. they said they would replace this, and then when the courier didn't turn up, they said they wouldn't be replacing it. POOR QUALITY”

Helpful Report

Posted 1 year ago

“Bought a defective rug.. poor customer service. Won’t replace it.”

Helpful Report

Posted 1 year ago

“wayfair worst company now that made.com has gone!I hope wayfair is next bought self adhesive wall paper not cheap either stuff keeps coming off the wall and 4 emails to their customer service dept 4 weeks ago still no reply!another company employing young people for minimum wage and those people not caring shame on you 2 guys who created this company.”

Helpful Report

Posted 1 year ago

“I own 2 companies that place orders at every vendor you can think of. Any time my client wants to order from Wayfair I know 100% there will be problems… always. Like everyone says, they script lies, and many times won’t grant you access to your own account, regardless of verifying name, address, order number, email address, product name and details… for a company to have the billing info for their clients on 50 different projects, when the billing address is different than their address, is near impossible. Why would you put someone who provides so much information in a position to lnownimpossible things to return a call to the delivery team trying to organize the details of a large delivery? Tina with the delivery team is the worst, has some giant ego for some reason, and won’t let you give delivery details they asked for in a voicemail. If I had an employee like this I would fire her immediately.”

Wayfair 1 star review on 1st February 2023

Helpful Report

Posted 1 year ago

“They use DPD who are both reckless and useless. Ordered two desks on the 10th of Jan. Scheduled delivery for the 17th. Didn't turn up due to "weather conditions" despite Amazon, FedEX, and Royal Mail all braving the fierce millimeter of slush to deliver items over the next 13 days it took DPD to find my order. Once the two desks arrived (two days apart) they were both heavily damaged with holes in the boxes. The holes had DPD tape over them like that was supposed to hide their handy work? Opened the boxes and the main, wooden part of both desks had reasonable sized dents/crushed corners. During this whole process DPD had been telling me "being delivered today" every day for those 13 days. Wayfair had essentially washed their hands of it and refused to comment apart from "with the courier, we passed a message on to our Delivery Solutions team". I received one automated email from this supposed team before my desks showed up 5 days after I was supposedly escalated. Once the desks were delivered (damaged and 13 days late) the customer support reps fed me scripted lines repeatedly. After over an hour on the chat (this time - I had easily spent 4 hours on chats with them previously chasing up where the desks were, not to mention DPD...) they finally issued a refund after I posted photos of the damaged boxes and desk. Here's the kicker though. I don't get my money back until they have the desks back. So I have to wait on their courier who messed this whole thing up to begin with. They had no problem taking my money before the desks were in my possession, but are unwilling to give me my money back before the desks are in their possession. Reported them to Action Fraud and NCSC already but will be looking for other relevant parties to report to. And going to review anywhere I can find. Criminals.”

Helpful Report

Posted 1 year ago

“Just had one of the worst experiences at wayfair. Bought Hults Murphy Bed on 12/15/22 with a ship daye of 1/7/23. Got email to reschedule for following wed 1/7/23, called and rescheduled for following sat 1/14/23. Finally delivery came with only the frame (2 pieces broken), the 2 boxes were the frame...no bed metals at all. Like where would i put the mattress??? Called and found out Wayfair knew the issue all along but shorted their customers anyway. Now i have to wait 2 weeks or longer for that part/box because i threw my box spring and metal frame out as soon as i got my delivery. No email about this conversation either. Was only told that tomorrow there will be a mass email about this. This company sucks”

Helpful Report

Posted 1 year ago

“Poor customer service. Item was not delivered on the day it was scheduled. Item was posted as delivered on my customer order page. I called customer service they said to wait for shipping company to call. They didn’t call. Finally I bought another vanity and tried to cancel my order. They told me I couldn’t cancel. Then when the item wasn’t delivered and I communicated w customer service many times they cancelled the order. They took $90 out of my refund for shipping costs. Even through it was their fault their delivery company didn’t ship the item. They refused to listen and told me I had no recourse. So they held onto hundreds of dollars for months and then took $90 more for not delivering an item”

Helpful Report

Posted 1 year ago

“Pray that your order arrives correctly, or you will be spending hours of your life on the phone being lied to by their customer service team. We ordered a dining room table which arrived without legs. Weeks later we still have not received them, despite being assured on multiple occassions that they were being "expedited," or will be sent on X date, only for X date to come and go without any legs being shipped. They don't care that their shipping is unreliable or that their service is bottom of the barrel bad. Their only feeble effort to compensate you for your troubles will be to offer a 10% discount on a future purchase. A purchase which I assure you that you won't want to make.”

Helpful Report

Posted 1 year ago

“Order a headboard on Nov 27th 2022. Received order 26th Jan 2023. I was told on a number of occasions it had been delivered. I wasted so much time chasing, calls, email online chat. The worst customer experience I've received from a online retailer. BUY CHEAP, BUY TWICE. Lesson truly learnt on this occasion - avoid by all counts.”

Helpful Report

Posted 1 year ago

“Placed my order on the 14th December for a dressing table, the parcel is in three separate boxes, boxes 2 & 3 have been delivered twice but no sign of box 1. I have been told so many stories I can't keep up. 27th January and still not received box 1, it is the courier, it is the warehouse, it is shipping....not a clue. I will never use this company again and I've been told it is company policy that they don't offer any form of compensation.....amazing customer service!!!”

Helpful Report

Posted 1 year ago

“I placed an order for sofa and applied a 10% coupon. Two days later priced dropped $50. I cancelled the order immediately same day. After speaking to a representative over the phone I was assured that there is no need to cancel it and that she can reverse a cancellation, request a price adjustment and I should expect an email within 24 hours. I did not receive a confirmation email and when I called in again I was assured again that everything is fine. In a day I finally got an email that cancellation has been reversed. However I didn’t receive a refund for pricing adjustment. In two more days I called again and was told that they are runnIng behind the tickets and that I should hear back in another 3 days. Next day I got an email that price adjustment was rejected since a discount has been already applied. This is making no sense as the discount is not related to the price listed on their website, it is a first time customer coupon, so I simply could just cancel my order, place another order and apply a coupon on the dropped price. Apparently they just lied to me and I feel wayfair simply running a scam. I of course called again and asked to escalate it to the supervisor, I must say that supervisor was not enthusiastic at all in helping to resolve this issue other than “re-submitting the same ticket”, he sounded really annoyed that he even had to pick up the phone and talk to a client. When I asked if I will be able to cancel the order in case this ticket will be rejected again, he said “yes”. Next day they emailed that the ticket has been rejected and when I tried to cancel the order as supervisor told me Im eligible to do, they refused as order being already shipped, so even supervisor misinformed me again. This is by far the worst experience I’ve ever had with any online vendor. They are absolutely unprofessional, incompetent and careless liers who don’t follow their own policies, misinform customers and make fake promises. I should’ve check the reviews before even doing business with Wayfair. I warn everyone not to deal with this company! Even if your first orders will be ok, they eventually will screw you up as this only a matter of time.”

Helpful Report

Posted 1 year ago

“I received a mixture of two different beds in one box. I ordered the Tufted Upholstered Storage Platform Bed but received the drawers from it but received the rest of the bed from Airi Upholstered Bed with Adjustable Headboard. When I called customer service because my assembler stated he was missing some item they could not identify the missing piece and asked me to send a picture of the instructions. The customer service rep should have acknowledge I had the wrong bed but she did not although she did not understand why my assembler had different instructions for a bed that was not what I order. So currently I have part of a bed put together and parts arriving for a bedframe that will not fit. Could I please have a full refund for the bed @ $439.99 and $51.99 protection plan. I am to old to continue to be worried about if you are going to provide me what a paid for. I am also to old to continue to pay someone to bring the ordered items from Wayfair to my door. This has caused me some unnecessary stress. I want a full refund and I will order locally. I chose Wayfair because my neighbor had a good experience and your prices. However I would rather pay more locally than to go through spending more money to have items delivered to my door properly and get what I purchased. I am just to old for all of this confusion. When I tried to get a refund Wayfair representative said they could not issue me a senior a refund because it is out of their hands and in the hands of a 3rd party manufacture plant. The customer service rep stated that I would have to work it out with them. Although I did not pay the manufacture I paid Wayfair I would have to wait 1 - 2 days to receive a response on whether or not I would receive a refund. This is my first time ordering from Wayfair and my last. When it comes to you as a customer you do not matter. I ONLY WANT MY FULL REFUND for the bed and the 5yr protection plan!”

Helpful Report

Posted 1 year ago

“do not buy from Wayfair, they deliver half the goods, then change the adverts and delete complaint logs, and try to blame the customer”

Helpful Report

Posted 1 year ago

“I ordered a chest of drawer with this company. My invoice had two different items, different models. I checked with them if this was OK. They told me that was fine, this was only the provider using different names for descriptions but I should be reasured that I would receive the correct items. I got the items and ensambled it. Surprisingly the drawers were from a different model and I couldn't fit them. I tried to return the item for a refund. First try, I spoke with customer service and told them I couldn't unensamble it, they said it was OK. The company came to collect the package and they said they couldn't take an item without its packaging. Second try to return this. Now everything was packaged. They came to collect it but this time they only brought one label for one box when I received two boxes. They couldn't take the boxes with them. Third try. I am still waiting for them, let's see what is the next excuse to not take the packages and let's see if I can get my refund easily. Such a nightmare, I would avoid this company at all cost. Nevermore, very bad customer service they don't help with anything, they just make things more difficult for the client. Couriers working for wayfair should avoid working for such bad companies as their reputation is going to be really bad. Companies like this must not exist.”

Helpful Report

Posted 1 year ago

Wayfair is rated 1.5 based on 2,252 reviews