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

“Decent furniture - incompetent company. The furniture is decent, but the delivery and customer service is some of the worst I've ever experienced. The incompetence is just... through the roof. I ordered a couch from them, which should have been in two boxes (Box 1/2 and Box 2/2). They sent me Box 1/2 three times. When I realised this and asked them to pick up the extra boxes and send me the parts I needed, they sent someone to pick up the extra boxes and... radio silence. I reached out again, to much confusion, and then again. Finally, they told me they were out of stock. Oops. I emailled back to try to figure out how we would resolve this - should I choose another couch? And then, as if by magic, they sent the couch again. The whole couch. Both boxes. Box 1/2 and Box 2/2. I fished out the two pieces they actually needed to send me, and I asked them to come pick up the extra pieces. They said: yes, we're coming to pick up your memory foam mattress. What? What memory foam mattress? Four emails later, they're still confused, and I'm still saddled with massive boxes while I wait for them to come back for a third time. I then caught them on the WA to figure it out, and the customer service rep told me there was no such order and thus they couldn't do anything. They also refused to escalate it to a manager. They did, however, refund me... for a different item, which was much much cheaper. Well. I guess I'll use the random (much cheaper) refund to get someone to pick this up and dispose of it. (By the way, a second delivery didn't arrive and needed to be chased multiple times, but they did at least send the correct thing.) I'm beginning to think they're using faulty AI, because no way could thinking people find this so difficult to resolve. I strongly suggest not shopping with Wayfair. You might get decent furniture, but you'll also get a headache for it.”

Helpful Report

Posted 4 months ago

“I contacted Wayfair via their live chat on 6/30/24. I advised the agent that I had been scammed using the company’s website and products/logo. The agent said sorry and asked if she can help me with some of their products. The agent did not ask any questions. When I pointed out that no questions were asked, she told me I could tell her the situation. Wayfair site is not trustable, agents do not care and I will not go there again. Buyer beware!”

Helpful Report

Posted 4 months ago

“DO NOT USE WAYFAIR! The star rating on their website are fake. The sales team and customer services are unfriendly and unhelpful. Also if you make the mistake to save your card details on their app, they can go ahead and place an order for you without your consent! This is the first time I was going to order from Wayfair.co.uk and I had a discount code as a first time buyer. However, I noticed that the price for items tend to fluctuate alot on their website. The desks I wanted to order had gone up in price over night, therefore I decided to call their sale line to speak to someone. This is when the nightmare of placing an order with Wayfair.co.uk started. I called their sales number and explained the cost of the desks had gone up and needed some help as the app was still showing the correct price but when I tried to pay the cost was changing in the basket. The sale lady reassuring told me that she can place the order for me over the phone. We discussed everything including the price and I gave her the discount I had. But when she placed the order she told me the total cost and it was the new increased price! So I explained to her again that the purpose of my phone call was to get my order completed at the correct cost as per what was still in my basket and she said that she can't do anything about that as the prices change on Wayfair! I, therefore told her that I was not happy to place the order at the increased price as it was ethically incorrect! She couldn't cancel the order and transferred me to customer services without any explanation! So once again I had to explain the full situation to customer services again. They went ahead and cancelled my order luckily without too much hassle. After all that, and naively with faith in the modern day customer services, today I tried to place the order once again. Ofcourse, my discount code would not work so I tried to simply call Wayfair and hoped it would be corrected but instead I was accused of lying and the phone was disconnected on me 3 times by 3 different customer services/sales reps! It was shocking. They are willing to lose a £850 sale for the sake of not giving me my first time customer £15 discount! I will certainly not be spending any of my money or time with this company anymore! My advice is that you shouldn't either!”

Helpful Report

Posted 4 months ago

“Worst shopping experience in my 42 years of life. Ordered this set of chairs along with a patio table and benches, and a couple days later saw they were listed as out for delivery in California... problem is they're supposed to come to Wisconsin. So I started a chat with Wayfair to let them know something appears wrong. My patio set is out for delivery here in Wisconsin but these chairs are out for delivery in California. It's fine I'm told, they're on their way. Hours later I get my patio set, then get confirmation my chairs were delivered too, with a picture of someone else's house proving it. I reopen a chat and this rep tells me they were delivered to the address on my order, so Wayfair doesn't have to do anything to fix it, they don't have to refund or replace them. Completely unprompted this rep told effectively said whatever, you deal with it, Wayfair doesn't care. I will have to retrieve them myself... in California, from Wisconsin. Of course, I have my order info showing the actual correct address in Wisconsin, where the rest of the order was delivered fine. Had the rep made even the slightest effort to see what happened it'd be clear this was their mistake. End chat because I have a short webchat for work, in customer service myself where this kind of behavior would earn a chat with the company president. After work, reopen chat to get something figured out. New rep, trying to be helpful and doesn't see this as my mistake, but they can't do anything for three days. So the chairs I ordered are confirmed delivered in the wrong state, I was initially treated like my business didn't matter and Wayfair didn't care about fixing this, and ultimately I'll just have to wait a week after ordering before they'll attempt to make things right. This has been a truly terrible experience that could have and should have easily been fixed after I told Wayfair early on that something didn't appear right and they might have fixed it to prevent the mistake, or when I told them things were delivered in the wrong state, or when I once again tried getting help with what I ordered. Zero star experience. Will absolutely recommend everyone I know avoid Wayfair, shop absolutely anywhere else. Fully intend to post this review all over, to hopefully prevent anyone else from the same terrible service.”

Helpful Report

Posted 4 months ago

“"The customer has ended this conversation." I was shipped faulty goods which were not possible to assemble. I attempted to speak to customer service about the issue and ask for a refund and they could come to collect the item. They simply said drowned out the chat by saying: "The customer has ended this conversation." "The customer has ended this conversation." "The customer has ended this conversation." "The customer has ended this conversation." "The customer has ended this conversation." It was "Kimberly" who was the agent. Really disgraceful behaviour, they have shipped faulty goods and expect customers to simply put up with it.”

Helpful Report

Posted 4 months ago

“Wayfair has tried to charge unauthorized charges to my credit cards to cards on file. This has happen three different occasions. This last time was months after a purchase. I’m done with this company. Watch your cards carefully.”

Helpful Report

Posted 5 months ago

“Have ordered quite a few items with Wayfair. Unfortunately, I've had to return two items, and I really dislike the return shipping fees! Will not be using in the future.”

Helpful Report

Posted 5 months ago

“I have a business account, I am a general contractor, and for my jobs I buy here, or rather I bought, if you have a business it should be easy to return items that for some reason do not work for you. In my case I bought a cooktop for a client, the size is larger than what it is supposed to be, in conclusion it does not fit in the kitchen, it is new, how is it possible that they will not accept your return. I will never shop here again!!!!!”

Helpful Report

Posted 5 months ago

“I placed an order on 29th May 2024 for dining chairs because it was showing in stock and estimated delivery on 7th June 2024. I checked online today 6th June 2024 for tracking or estimated time for tomorrow, it was now showing estimated delivery on 26th June 2024!! I didn't receive email about the change in order status! So I tried to contact them on online website chat, which still says "Unfortunately your item has been delayed. Your new estimated delivery date is now June 7, 2024. We'll send an update as soon as your item is on its way so you have the most accurate delivery estimate possible." I had no option but to cancel the order as it will be just too late for me to accept the delivery that late! Shockingly, if I go on Wayfair website and look for the same chairs, it is saying estimated delivery of 11th June 2024!! It appears Wayfair is misleading their customers for showing estimated delivery as early as possible, get money first then deliver the stock as and when they want to! When I reported to WhatsApp chat, the customer service "copy & paste" default answer as below: I will make sure our website is updated asap. We are a dropship company and we do work with third party warehouses. We rely on them to ensure that all stock levels shown on site are accurate and up to date. They are supposed to update their inventory levels every 24 hours and I am sorry that this has not happened in this case and you have been left disappointed. Please be advised that when these instances occur they are made a note of and reviewed".”

Helpful Report

Posted 5 months ago

“Usually I am a big fan of Wayfair- 5 stars but this makes me rethink buying from them. At least don’t bother buying their warranty. Update - Wayfair isn’t responsible for a split system air conditioner I purchase 2022, I purchased the warranty through them for 5 years- parts, labor, full coverage. Year 2 AC stops working. Call Wayfair- then turn me over to insurance co. Send out people to repair. 3 weeks in, they say can’t repair/will replace? Insurance company said it’s too costly to fix- send a check for unit. Now I have $ to purchase a new unit””” but how about $2,000. To install. The insurance company said it wasn’t worth it to them to repair or replace so here’s the money for unit only. How about the money for the left over 3 years of warranty? How about the 2,000. For install. Both Wayfair and their insurance company won’t do a thing. BUYER BEWARE! Forget the insurance don’t spend the $.”

Helpful Report

Posted 6 months ago

“I ordered A Shower Door Unit on 1/31/24. It is 5/23/24 and I still do not have one of the doors!! Here's how it is going: Broken Once - Lost in Transit Twice - Out of Stock Twice!!! If I could leave a blank space by the stars, I would!!! Pic attached of the delivery that was missing one of the doors!! (Sorry, won't let me attach the pics of my rain soaked partial delivery!!!)”

Helpful Report

Posted 6 months ago

“terrible customer service . ordered two loungers, one arrived, have been phoning / emailing /texting but no one will say when - or indeed if - they can send out the other one order number 4241746574.”

Helpful Report

Posted 6 months ago

“Paid for goods weeks ago and noone can confirm when they are arriving. Poor customer service, with noone who can give any answers. Never again”

Helpful Report

Posted 6 months ago

“Very poor quality l ordered an Americana Greenhouse l found it to be hard to assemble as it was not the quality l you get from an American Company, Chinese all the way.”

Helpful Report

Posted 6 months ago

“Absolutely disgusting service from Wayfair and their delivery company XDP. When I placed the order for the bed, I made two phone calls to customer service to check if the bed would be delivered to the 2nd floor of my block. I explained there is no lift here. I was assured each time that the bed would be delivered to my ACTUAL front door. So I arranged a delivery date with XDP the driver delivered 10 boxes to the ground floor and refused to bring them up. He said their are two consignments when I only ordered one bed. The 8 boxes and two mattresses are now blocking the fire escape of my block. I will NEVER, EVER order from Wayfair again. I've already had an engineer from Sureserve Fire and Electrical knock on my door as he is carrying out routine electrical maintenance and he says this is a fire hazard and if not moved it will be reported. DISGUSTING. I have demanded a refund and will be ordering from IKEA. Maybe I will have better luck”

Helpful Report

Posted 6 months ago

“Terrible drop shipping company that simply doesn't deliver goods or customer service. AVOID AT ALL COSTS !!!! order number 4241106564”

Helpful Report

Posted 6 months ago

“Ordered cabinet for garage . Very small. One week later they had it on sale for 40.00 dollars cheaper. Would not make up the difference. Bad customer service. Will never buy from them again. Cabinet not worth 165.00. I usually have great customer service. Not anymore. What happened to pleasing your customers. 40.00 you could of refunded me back since it was on sale a week later.”

Helpful Report

Posted 6 months ago

“The worst company ever. We ordered wardrobe on finance. 1 box of 4 was broken. We waiting for replacement parts 1 month. They asured that replacement will come by first payment. After month waiting I still have no wordrobe. Finaly got message 3 days ago to confirm delivery 1 of may. I took day off and used my last day of holidays for this. And 1 of may 7am I got message that there is no delivery because they didnt get parts… Don’t buy from them. AVOID THEM!”

Helpful Report

Posted 6 months ago

“I ordered a closet organization system and there was a snowstorm when it was supposed to be delivered. Fine, it will be delayed... but then they just stopped all delivery on the order and I had to finally call them to get them to jumpstart the process again. I finally get it and the Styrofoam is all busted up, with tiny pieces stuck to everything - a total mess. Then, there were no assembly instructions in the box: no manufacturer name, no model number, nothing. My only option is to go through Wayfair. They tell me it will be emailed to me in 1-3 hours. The next day, I still don't have them in my inbox. I chat with Wayfair again, tossed around from AI bot to AI bot, just there to placate me, but not give me a straight answer or actually connect me with the manufacturer. Now they say it will take 1-2 business days for instructions, rendering my purchase totally useless for another week, as I wait for the weekend to be over and them to (hopefully) send instructions and then for me to have another free day to set the thing up. Please, end this trend of bots taking over customer service. Everyone hates it. Bring back real people and give them agency to actually help fix the problems!”

Helpful Report

Posted 6 months ago

“We placed an order for a new dining room table on 22nd March with a delivery date for 16th April. We then received an email on 19th April informing ourselves that spare parts were required and delivery would be pushed to 23rd of April. After no delivery we contacted customer services on 25th and were informed a whole new table needed re ordered and delivery would now be the end of May. Zero communication to inform us of these delays until we chased them up. No offer of compensation for a 2 month wait despite the table being paid in full. Terrible customer service and very unprofessional!!”

Helpful Report

Posted 7 months ago

Wayfair is rated 1.5 based on 2,252 reviews