Wayfair Reviews

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

1.5 Rating 2,237 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,237 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

Write Your review

Tell us how Wayfair made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Ordered a tv stand, it never got delivered and I had to chase DHL and Wayfair more than 6 times to find out what was going on and eventually get a refund which I now have to wait up to 5 days for. Will never order from there again”

Helpful Report

Posted 2 years ago

“I would give 0 if I could! The worst experience ever! Please avoid! I bought sofa which supposed to arrive in 4 weeks. It was my mistake I haven’t checked the reviews before the purchase. For a while I haven’t received any information about my order so I decided to check it… and I couldn’t believe what I’ve read. I decided to cancel my order. It still wasn’t dispatched. I’ve been told I cannot do it because my item is ready to be shipped on that day. Obviously it wasn’t! After sending email everywhere and chatting to customer service for one week. No one could help me.. they changed my delivery date for one month later and they still didn’t let me to cancel it . Same story every time: saying it’s ready to be shipped today! I complained on Facebook and finally someone managed to cancel my order! I still feel like I was the lucky one getting my money back quickly! Don’t make the same mistake! AVOID!!”

Helpful Report

Posted 2 years ago

“AVOID.... If i could give zero stars i would. Terrible first experience. They have no idea of what is going on and take no accountability. Will not send a refund although they don't know where my order is!”

Helpful Report

Posted 2 years ago

“Scheduled a mattress delivery, received email and text the night before to confirm 1 hour slot…. No mattress. Called customer services… they were no help whatsoever and told I couldn’t cancel order and to wait a few more days for the app to update with a new delivery date. Total shambles of a company.”

Helpful Report

Posted 2 years ago

“*** AVOID. If you must use Wayfair, make sure you can chargeback *** I've had to take time off multiple days for different couriers not to show up to collect the parcel for return, and their chat service agents are only able to reschedule indefinitely, and they're holding my money ransom while their couriers continually fail to show up to collect the parcel.”

Helpful Report

Posted 2 years ago

“I ordered a TV stand the end of October. November 2-9 I was told it was being delivered that day. I missed 4 days of work waiting for the Delivery. I finally decided not to waste one more minute waiting for the Delivery & CANCELLED the order. I was going to order a Dinning room set but there’s no way in Hell I’ll do business with them again.”

Helpful Report

Posted 2 years ago

“Dreadful customer service, automated responses, a set of cereal bowls still not delivered more than a month after order with no contact whatsoever from Wayfair, I will not be ordering from them again!”

Helpful Report

Posted 2 years ago

“Terrible shipping delays”

Helpful Report

Posted 2 years ago

“I purchased two Air mattresses in October 2020. The first one I used had a slow leak. Called wayfair and the mattress is being replaced. A few weeks ago I aired up the second mattress and spotted a small hole in the seam. I called customer service and at first they were going to give me store credit but then I was told in an email I would have to contact the manufacture because it was a few weeks passed the purchased date. The number was not a business and the person who answered hung up on me. Wayfair should replace the mattress. I don't need to contact the manufacturer. That's Wayfair's responsibility. I have spent a lot of money with WAYFAIR and I am so done with them.”

Wayfair 1 star review on 4th November 2021

Helpful Report

Posted 2 years ago

“I ordered 2 rugs, which when delivered did not suit my room. When refunded, Wayfair refunded me incorrectly, owing me £10. They say this will be refunded but many days have passed and I have sent many follow up emails with no resolution still. Would not order again- i had to pay for the return which I understand but then to have to spend so much time trying to get my money back is very annoying.”

Helpful Report

Posted 2 years ago

“Poor service. Ordered TV cabinet (cost over £1000). Took months to arrive. Difficult to assemble (instructions vague, heavy pieces and time-heavy). Handles were missing. Complained to Wayfair. Took several few months for handles to arrive, but handles are in wrong colour with no screws.”

Helpful Report

Posted 2 years ago

“I have been looking at an office chair for the last few weeks. I put in my trolley and didn't check out as wanted to double check with my husband that he was happy with the item. I went back and the cost had gone up by £10. I then wanted a week later and now it is advertised as November sales and the price has further increased £18 more from the sales price I original saw. So much for SALES!!”

Helpful Report

Posted 2 years ago

“So much confusion dealing with this company. The customer service can't solve problems. Zero response by email, waiting for answers about my order without benefit.”

Helpful Report

Posted 2 years ago

“ordered a day bed told it would b delivered in three days, given a time slot of 7am-20 waited all day nothing arrived. called the next morning told it may show up today .. again waited all day still waiting, terrible service no contact from the delivery drivers appalling. if it ever shows up we can review the item, not holding our breathe. thts two days wasted booked off work”

Helpful Report

Posted 3 years ago

“Stressful service, no communication from delivery drivers. They send you an email with a time slot and they don’t show up. Wasted a whole day waiting for nothing to turn up. Phoned back the next day and no one knows we’re my item is. Shocking service I will not be using wayfair again and I certainly would not recommend”

Helpful Report

Posted 3 years ago

“We received an item and there was a crucial part missing when we tried to put it together When we started a return iwe were charged £4.16 to return it although it wasn’t our fault !! If we rang you they would charge £6 + our service charge. TERRIBLE!!!”

Helpful Report

Posted 3 years ago

“I purchased two different daybeds both in the same month. One collapsed after only 4 months and the other one snapped the frame after only 6 months. My kids are teenagers, they don't bounce on furniture, none of us are heavy, these beds were made with poor quality. Customer service has been a nighmare. They refunded me the first bed after treating me bad, but the second bed they wont. I financed both which means I'm stuck paying double with their high interest rates on a bed that is broken.”

Helpful Report

Posted 3 years ago

“I have ordered numerous things from Wayfair in the past. It is not so much about the quality of the items they sell but in my case the delivery partner: DHL. My parcel containing quite expensive Smeg juicer was lost/stolen. DHL it claiming it was delivered, twice actually. Once on the 12th of October, which was later changed to "could not access the property ". Than a week later delivered again, first notification said I have signed for it, than it was changed to left with a neighbour. No they did not!!! I have connected Wayfair numerous times asking for a refund. They are not helpful I'm getting the same kind of information from different people. They are investigating. Well I have CCTV I can provide a proof that no one from DHL was delivering anything. Give me my money back”

Helpful Report

Posted 3 years ago

“Ordered a desk. Wayfair use XPD as their delivery company. XPD couldn't find my new build address so went back to depot. This is where the problems started. Their lamentable App let me re-book for the next day. So I waited all day next day and nothing happened. The reason I found out later, was because the routes had already been set for the next day so the app shouldn't have let me choose the next day as delivery was impossible. XPD bother to tell me the day the app let me choose was impossible. I only found out by calling Wayfair direct. I couldn't call XPD as they make communicating with them as difficult and expensive as possible (7p per minute and you'll be say in a queue for a long time). XPD live chat on the App simply doesn't work, it crashes. Live chat on their website isn't a live chat, but a message taking service. Want to add special delivery instructions on the App? It says you can do this but when you try it isn't selectable, it doesn't work. So I had to ring Wayfair who then pass on the special delivery instructions to XPD, but you don't know this unless you call them and find out... I complained to Wayfair about the above and was told nothing would happen aside from trying to get some improvements in their service level agreement contract with XPD for some time next year, maybe... Wayfair and XPD seem to think customer's time is free and taking days off work to stay home in the vain hope a parcel may arrive is normal. Wayfair's view is the customer must revolve around Wayfair's processes and cheapest ever contracts with XPD for delivery. No complaints are allowed, or followed up despite me asking for this to escalated to a manager several times. Wayfair just hides its shoddy service behind customer service agents who are not empowered to fix, escalate or offer goodwill payments for complaints. Avoid Wayfair - do not use. To give some more context, Currys and Very both couldn't find my address on the same day. They both called me and I gave directions on how to find me, and they delivered, no problems. If they can do it, why cant Wayfair?”

Helpful Report

Posted 3 years ago

“I have this set of Cuisinart knives and was looking to replace one I had accidentally thrown away. The handles of these knives are round as pictured in the description. However, when I received it, it was a square handle and the printing didn't match AT ALL. When I contacted Wayfair, they tried to charge me over $7 to return it. I highly recommend avoiding Wayfair at all costs as they cannot be trusted to sell authentic products.”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,237 reviews