Wayfair Reviews

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

1.5 Rating 2,242 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,242 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I don't know about Wayfair, but delivery service is the worst ever experienced. Been waiting days, no updates, no contact, no delivery. No option to contact delivery company - phone calls remain on hold and then drop when you finally get to "position 1" (after average 30-40min wait). No "live chat" button on website as advertised. No response to email contact. Have I been scammed by a bogus company? Do Wayfair and XDP delivery exist in real life?”

Helpful Report

Posted 5 years ago

“So we pay for delivery service to deliver our order to our door. Wayfair took my payment sent me an estimated delivery date which was yesterday. Arranged to be home, but then nothing came. Now I arranged to be home for the delivery yesterday and today I had an appointment. Luckily the delivery man calls the intercom saying delivery, I then proceeded to open the main gate to our block. No delivery man ever arrived at my door or even came into the block. I waited few min then proceeded to check up on the delay. Got to the main road and no delivery van. The guy had already left. Now tracking email to track my parcel still says the parcel is somewhere in Germany Dortmund. So why is it also not tracking my parcel correctly. I called up wayfair n nice gentleman tried to assist me but said if the delivery man drove off he wont be coming back until Monday. Monday -Friday I wont be home as people obviously work and pay for deliveries to be dont at specific times when we can arrange to be home. No sry no safe place to deliver a big massive rug, Wayfair should ensure good customer service if they specify a specific date then deliver by that day or send a notification if it is arranged for an alternative day. This is my first EVER experience ordering from Wayfair and will definitely be my last. I just want my parcel now or full refund including my delivery fee as I was home and no one even came to knock on my door.”

Helpful Report

Posted 5 years ago

“Taken payment, no record of order. Website isn't working, processed payment, no order confirmation, no record of order. Contacted 'customer services' to be told as we don't have a record of your order we cannot help you, and hopefully it will get resolved soon. Great(!) Thanks(!) NO issue taking payment though ey? And they refuse to tweet customers to let them know they may or may not have an order places but guaranteed payment taken as it's an 'isolated' issue. How do they know? Never ordering from Wayfair again.”

Helpful Report

Posted 5 years ago

“I would also put 0 star if i i could. ordered sofa was given delivery date for 5 days later was very happy. On the day of delivery i got email saying that it was cancelled as i needed to verify payment detaild as it may be fraudulent which looks like it is rubbish as i see from many reviews that all had the same problem and when i wanted to reorder it was giving me a 2 week delivery date which i didnt want as its too late for me. WHAT A WASTE OF TIME!!!! I am really annoyed as it looks like they keep on fooling all of us. It seems a proffessional company but its really rubbish. DONT USE!!! Found the exact same item on amazon with quicker delivery!!!”

Helpful Report

Posted 5 years ago

“after 10 day I am not able to get a refund, no one know why and why they have not sent the money back - they very polite and understanding but no one know why I they not sending money and all I am getting it a promise they will keep look into it. so far I spoke with 7 customer representatives and sent 4 e-mail. They did however collected the faulty product”

Helpful Report

Posted 5 years ago

“DOESNT EVEN DESERVE 1 STAR !! Ordered a bed and a mattress and told it would be delivered in two deliveries one on Tue and on on Wed. Got a text the day before to say it would be with me (mattress) and then a text on the day to say it would be there by end of the day - fab service and it arrived as stated The bed however has gone missing, no word of an ETA originally so had to wait in all day for delivery that didn’t arrive. Called customer services to be told it would be investigated... and this would take days to investigate and give the courier time to find it etc etc - crock of rubbish. As a gwg they sent me a 10% code off my next order - this will happen next to never!! Plus that would have to another 40 odd quid to avoid delivery charges and then again probably more lost items!! Got a text today (1st Oct) that bed would be delivered between 628 and 828 ... happy days ... sat waiting ... got an email at 7 that the courier had attempted delivery... ?! Strange that cos no one had been on my road never mind to my door - you think I would notice if not hear a delivery van!? Avoid like the plague - I will be getting a refund and shipping elsewhere This is not the first time Wayfair has been cr*p - my parents have used them twice and twice items have been damaged and a pain to return and refund !!! Steer clear !!!”

Helpful Report

Posted 5 years ago

“Avoid avoid. I ordered a car bed, got the delivery date, someone took time off to take delivery. On the day of delivery I got an email that the delivery was being put back by 10 days. I complained but was wasting my time- find a reliable firm to spend your money with and avoid this bunch of third eaters like the plague.”

Helpful Report

Posted 5 years ago

“My double bed went missing, and instead of sending out a new one whilst the delivery team done their investigation they just told me that the investigation would take 5 working days and if they still hadn’t found anything they would then send a new bed out. This is my first time shopping with Wayfair and I won’t be in a hurry to do so again, I definitely won’t be recommending them to anyone either.”

Helpful Report

Posted 5 years ago

“AVOID !!! If I could I would give 0 stars. I ordered a sofa and the order was cancelled because apparently they thought it was fradulent. Never had this problem with any company. They failed to notify me about this cancellation and when I finally got an e-mail that I can re-order, the sofa I wanted was gone !! In addition, the person I spoke to on the phone has hang up on me !! Won't be ordering with this absurd excuse of a company no more. AVOID. Heard quality is poor too.”

Helpful Report

Posted 5 years ago

“the quality of the products is very poor. It is not what is presented on the website images. I thought it would be illegal”

Helpful Report

Posted 5 years ago

“shocking poor quality, products does not match the photos on the website. example Ortho Reflex Foam Mattress; the mattress cover is actually paper thin, the bottom layer of the cover is actually paper, wrong size to what the site says. I have a problems with the getting the refund - the product has been returned but the company credited my store account instead my Bank Account despite the promise to make the refund onto my card. I would never make the purchase from them again. Note - it was already a replacement of other mattress which started falling apart after less than 5 month of use.”

Helpful Report

Posted 5 years ago

“I ordered a computer desk and was given a delivery date. I received an email to say that the goods had been dispatched and the payment was taken. On the day of delivery they emailed to say a delay had occurred and wouldn’t be delivered for a further 3 weeks. Customer services were polite but unable to offer any other options. I ultimately had to firmly ask for a refund and to cancel my order. I will definitely never use Wayfair again”

Helpful Report

Posted 5 years ago

“Wayfair returns policy is the worst out of all the companies & online shopping companies that i deal with; & it is for this reason alone that i will not be ordering from them again.”

Helpful Report

Posted 5 years ago

“First order with this company. Goods arrived on time.Fine. On checking the contents against the parts list find out that wooden dowels with an approx value of perhaps £2 are missing meaning that the product cannot be assembled. Contact wayfair by email and receive prompt reply saying that they will send the goods .Then looking at the proposed dispatch date being 8 days later phone customer services. Irish office say that they will try to contact the supplier/warehouse and hopefully can get the parts sent sooner.Do not come back with reply. phone again and told by same office that they cannot contact the supplier to chase parts which could have been sent out by first class post. Nobody able to help .Disgusting customer service .Pleased that telephone calls are recorded so that this marketing company can learn how to look after customers complaints and change their negative approach to customers orders.A smaller company would look after their customers but a company the size of wayfair is obviously too large to give a personal service to sort out any problems immediately .Would not recommend .”

Helpful Report

Posted 5 years ago

“Very very horrible experience with Wayfair where I ordered a desk for my daughter and the website confirmed they have 5 desks in stock and an express delivery option is available and my table will be with me in 3 working days. Post placing the order there was no update from Wayfair for a week and then I was informed that the order has been delayed by 6 weeks and they need to ship from France. I am absolutely appalled by this blatant bait and switch tactic done by them and really disappointed with the service. DONT ever buy from them.. its clearly a scam with orders being fulfilled from China or elsewhere.”

Helpful Report

Posted 5 years ago

“I ordered the Daisy triple sleeper in June and arranged a delivery date as late as possible in July with the agreement that the bed wouldn't be set up until I moved into a new house on 2nd August - I wanted the kids to have a nice surprise in their new house. Anyway, on setting the bunk beds up there was a side panel missing off one of the drawers. Annoying, easy to make, but at £760 for the bunk-beds why should I? So I rang Wayfair to arrange a replacement. No problem, you'll have it by 10th August. Great. A follow up email from Wayfair changed that date to 11th Sept - not so great. Anyway, I wait. A few weeks later (mid August) I receive an email from Wayfair- delivery in progress - great. A day later an email- your part was delivered, well, no it wasn't. Not to the old house or the new house - the delivery address looks like a warehouse in Manchester not a normal house in Wiltshire. So, another call to Wayfair - oh it WILL be delivered and you'll get an email when it's coming. No email received, no delivery made so last week (mid Sept now) I rang again - a lovely Portuguese lass (I was expecting Irish) said she'd open an investigation into where the part went (no use to me at all) and get a new part ordered - much more use. I've had an email last week saying they've opened an investigation but no email regarding a re-order. Oh and to add insult to this, my Wayfair online account says I've had the part delivered. I'm still waiting. Basically folks, this firm, when something goes wrong, are utterly unconcerned. They've got your money and have no intention of rectifying whatever issue they have created. It's a real shame because this poor service will catch up with them in the end and folks will lose their jobs. There's somebody at the top laughing at us all. I've used them once, had this experience and wouldn't touch them again; not even with a bargepole if it had a bucket of bleach hanging on the end. My advice would be to mark and avoid them like they're a minefield.”

Helpful Report

Posted 5 years ago

“First item from wayfair. OMG. Three ledge self build table. Poor quality. Sent the wrong parts. Ledges are meant to labelled 1,2,3 I did not get a 3 got two 1s. One of the ledges is chipped and there is cracks where the holes have been bored. Got a refund. Thing is I have ordered a couch set and another piece of furniture from them. Anxiety levels not good.”

Helpful Report

Posted 5 years ago

“returned an item 3 weeks ago still waitin on a refund, not great service”

Helpful Report

Posted 5 years ago

“Placed an order for a mattress for my mother. Arranged a collection and the person that was suppose to pick it up did not have a big enough car for a mattress! Called them back twice to re arrange delivery. When I called the next day the person that picked the call sounded like they just woke up and claimed the system was down. So wine was due to call me back by i that never happened. Called again and spoke to someone who took all the details and assured me that he would deal with it. The next day I get a voicemail advising that they can’t find my order!!! This is a joke. I ha e steady wasted so much time and they don’t seem to know what they are doing.”

Helpful Report

Posted 5 years ago

“Everything.delivery poor.items arrived in damaged boxes.customer service(aideen) sorted all out.i thought.!!!was told my items would be picked up Thursday.replacementdelivered Friday.we have had to contact yourselves again. Now Monday pick up and delivery.if this is not done everything can be returned.that includes the 2 items I kept despite damaged boxes.and I will want a refund.i would not use you again.you have all pictures of original delivery showing damage..”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,242 reviews