Wayfair Reviews

Name: Wayfair
Address: Wayfair Stores Ltd, 78 New Oxford St, London
Rating: 1.50

1.5 Rating 2,295 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,295 reviews

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over A Month
On-time Delivery	Greater than 22%
Accurate And Undamaged Orders	Greater than 60%
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 24th February 2025

Wayfair 1 star review on 20th October 2024

258

Anonymous

Anonymous // 01/01/2019

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

“I ordered three items and paid for expedited shipping. The packages were delayed for several days and Wayfair refuses to refund the expedited shipping charges. All they say is “It can’t be done”. I have had a chat conversation with several different customer service representatives but get nowhere. I have asked for a supervisor to contact me and have not heard from anyone. I will never use this company again and will tell everyone about my experience.”

Helpful Report

Posted 5 months ago

“Ordered a bookcase 7th October with a delivery estimate of 21st October. That date came and went with zero communication from the company. When I contacted them I was told I would need to wait 15 days from the 15th October as orders can be delayed. I contacted them again on the 5th November and at that point the person I spoke to said they would have to reorder a replacement item as something had gone wrong but they could deliver it on Thursday 7th. I get a notification confirming delivery and then a narrow 3 hour window for the 7th at 22.35 on the 6th November. I had to rearrange my work to be at home that day and then the order was delayed at 5.40, just over two hours before the start of the delivery window. On contacting the company for a third time I was told someone would be in contact within 48hrs of the previous email. On the 11th November at 4.35 I suddenly received an email to say the item would be delivered on the 12th, when I was due to be at work. I did not read this email instantly so was unable to rearrange the order and so had to rearrange my entire day to be at home only for my entire order to be cancelled 8 minutes before my delivery window started because the item was out of stock. I then contacted the chat again to find out what was happening as there are multiple entries of the same item on my orders and I was told the item had indeed been cancelled and I would receive a refund. They said the complaint would be forwarded internally and I then asked for a reference for this, but they were unable to provide anything and just kept reiterating that it would be dealt with. I then asked to speak to a manager and they refused this as well. I cannot believe the left of awful customer service throughout this entire order process. AVOID THIS COMPANY AT ALL COSTS!”

Helpful Report

Posted 5 months ago

“I will never buy from Wayfair again! Buyer beware. They send out damaged merchandise. I had to wait three weeks for them to get me correct parts. I asked for a refund but they wouldn't give to me. will never buy from they again. They do not believe in customer service.”

Helpful Report

Posted 5 months ago

“Wayfair is just an online store and does all shipments drop shipped from vendors. I placed an order for two laundry sinks on 10/30/24 with notification from Wayfair that delivery date is 11/07/24. Today, 11/08/24 I called Wayfair about my order only to be told that they don't know why it wasn't shipped and can get me an answer in two days. My options are to have a new delivery date of another week. Wayfair refuses to in any way try to fix the problem by even doing an overnight or two day shipment. This is the email sent by Wayfair: An investigation has been opened order 4317220319 and are looking into the status of the order. My take up to ten (10) days while we wait for scan data." The status we already established that it wasn't shipped; so there are a lot of idiots at Wayfair like Jason who is a manager there. IN the meantime they charged my CC the $153.08 on 10/30/24 and as per Jason it's my fault because i should have known since i did not get a shipped confirmation with a tracking and it is between the vendor and myself. I did get a shipped date confirmation from Wayfair. Meanwhile Wayfair had no clue that the order was not shipped and was surprised when i called and they couldn't find answers.”

Helpful Report

Posted 5 months ago

“Aside from being more expensive than all other comparable companies offering the exact same products, Wayfair's delivery service is absolutely horrid. To begin... their drivers are rude and not the slightest bit customer friendly. I am a designer and this time I spent around $15K on their site with no special treatment, no incentives or bonuses, none of the things that Amazon offers. Their regular delivery partner is bad enough, leaving items just inside the gate of the small apartment complex, or heavy boxes at the bottom of the stairs, or just randomly scattered around anywhere but at the front door of the unit. And their "white glove" delivery service requires that someone be at the property to accept delivery during a window of time that could be as early as 7am. Despite giving the idea that the customer has any input in the delivery time, they do not. You get what you get and you deal with it. If you do not live at the property where the items is being delivered (ie, if you are a designer like me), this can be extremely inconvenient. You can expect drivers to (1) call 1 time, leave no message, no text and if you don't answer you don't get your delivery, (2) show up outside of the scheduled window of delivery time and leave if you aren't able to be there at the time they are, (3) cancel deliveries at the last minute with no explanation. I experienced all of this and more. I called until I finally reached the Service Supervisor who helped me get my items re-scheduled for delivery, I received a confirmation for delivery, and the next morning both items were canceled and returned to the warehouse. Putting me 3 weeks behind on my design job and requiring that I start over ordering a dining table and sofa from someone else. To top it off... I still gave them one final chance to do right by me, I ordered one final sofa from them ONLY because they offered the earliest delivery date, and they immediately canceled my order and emailed me to say they will no long accept orders from me!!! Just can't make this up. THEY ditched ME after I spent tens of thousands of dollars on their site, and after they screwed up my deliveries over, and over, and over again and literally NO ONE at Wayfair would help me. Use literally ANY other company but this one, trust me.”

Helpful Report

Posted 5 months ago

“My order supposed to be delivered within 3 to 5 business days, after 3 weeks I haven’t received it, I called customer service and they said it will take another approximately 2 weeks. I won’t use them again”

Helpful Report

Posted 5 months ago

“I ordered 4 armchairs, found out 4 minutes after ordered badbathbeyond has it for $100 cheaper. I went back to my order and there is no option of cancellation within 9 minutes of the order, I called customer services number within 10 minutes order was in. Alicia said she cannot refund it and it is already processed, in 10 minutes....Called again and I believe I talked to an AI customer services rep. They ignored refund stating the order is already on dock to be shipped within 14 minutes order has been put in and fedex tracking created. I asked them to price match with the proof of pricing i can provide...answer was no, asked for full refund as it is super fresh order and i called them within 10 minutes order put in and answer was no again. Asked for free return label as I will definitely not keep it because it is $100 over than bedbathbeyond.com. Answer was no. Asked them if i can reject the shipment, they said fedex may take it back and store in their storage for weeks before shipping back to them. I asked the what was the cost of shipping back would be, he said 14-18 dollars, then the number went up to $24....I asked if he can guarantee that, he said it is typically around that....I challenged him this is not a common practice and this definetely not feel right as we have strong consumer laws in California. No resolution...items will arrive tomorrow. I will take it back to fedex and order the goods from other retailer. Also cancelling and returning our other orders from wayfair with total of $2000+ we put in last week through my girlfriend's account, regardless of shipping charges as they don't deserve any type of business, never will do business with them and will make sure to leave comment to all social media channels and let other consumers know.”

Helpful Report

Posted 5 months ago

“I received a sofa now and for the second time the sofa came wrong, I bought leather and it came fabric for the second time, I have never seen such an incompetent company. The delivery to collect the first wrong sofa came 5 times and didn't collect it because there was always something wrong, either they didn't bring labels or the van was full or the van was small, always stupid and incompetent reasons. I bought the sofa in August and I've been waiting 3 months to receive the correct sofa in this mess and incompetence, the service is terrible. I don't recommend it to anyone, it's a headache to buy from this company. incompetent company”

Helpful Report

Posted 5 months ago

“I am never buying from this retailer again. They have ‘lost’ my double bed somewhere and I am having major issues trying to arrange a refund as they have a ridiculous 10 day policy stating they can’t help me with anything until 10 days after the EDD. I have even been in touch with the 3rd party retailer who have admitted a transport issue causing the item to be lost in transit. Wayfair refused to communicate directly with the supplier. Quick to take money, very slow to resolve issues, even if it means a disabled person is sleeping on the floor for nearly 2 weeks!”

Helpful Report

Posted 5 months ago

“Horrible customer service item never arrived and currently battling them for a refund shop literally anywhere else Customer service use AI to write replies even when you have an agent. Agents are rude and unprofessional and can barely spell.”

Helpful Report

Posted 6 months ago

“Wayfair sent me a canvas of a wheat field at sunset instead of an art deco dancer. I was redoing the room it was to hang in, so I left it in the carton until the room was done. I sent them a picture of the canvas still in the wrapping, sitting in front of the box. Since it was over thirty days, Wayfair refuses to correct THEIR mistake, and told me I am stuck with a $137 picture I hate, while they keep my money. Perhaps the reason they are losing customers has nothing to do with the housing market, and everything to do with their customer service!”

Helpful Report

Posted 6 months ago

“Dont be fooled by the fancy website. They don't have anything in stock. They happily take your order/money upfront and then order with their supplier with seemingly no information about whether the item is in stock or not. You then chase constantly to find out why your item has not arrived and they then blame the supplier. Its a joke!”

Helpful Report

Posted 6 months ago

“The chairs I bought were terrible. The fact they are made of metal and painted with wood effect paint is buried in the description and I had no idea they weren't wood until they turned up. I have now bought the real deal from Cult Furniture. Wayfair should make clear in their description that the chairs are a cheap knock off. Disgraceful. And to add insult to injury they charge return shipping for their shoddy product. But it doesn't end there. On their website it says expect a refund within 3-5 business days. 9 days later and I'm still waiting. Never again”

Helpful Report

Posted 6 months ago

“I ordered a queen size bed frame that shipped by FedEx in 2 packages. One package arrived a day late. The other (bigger) package never arrived. I contacted FedEx. They opened a claim as they have no idea where the second package is. I then contacted Wayfair and explained the issue. Wayfair told me to go pick up the package from FedEx. But FedEx doesn't know where the package is and it's a queen size frame - it wouldn't fit in my car even if FedEx managed to find it. I asked for a refund but Wayfair won't do anything since I don't have both packages. I am out $900 with no resolution. I will dispute the charge on my credit card and file a complaint with the BBB and my state's Attorney General. I should have heeded the other reviewers' advice. Very expensive lesson. I will NEVER purchase from Wayfair again and I encourage you not to do business with them as well.”

Helpful Report

Posted 6 months ago

“We bought a bed and it arrived with the wrong measurements. We asked for a replacement and another one arrived with the same problem. When we tried to contact them again, they said it was our problem and never responded to us again. In addition to the quality of the bed being horrible, we were treated like garbage. I work at a company with over 5,000 employees and several people there said they had problems with this company. Some people here in the comments are saying they thought it was good, but in fact they were lucky. Statistically, this company is no good. It's up to you to believe in luck or pay only to have problems. The photos are also meant to deceive you. When it arrives, it doesn't have the quality shown in the edited photos. The price, in some cases, can be attractive, but how much is it worth paying to have all this wear and tear and dissatisfaction? Of course, there are people who haven't studied and don't have this idea, but if you have the slightest bit of intelligence, you wouldn't pay just to see it. In addition to this bed, we bought 16 other items of different sizes and materials. Absolutely none of them are good. To prove that I am not exaggerating or lying, I leave my contact details available to prove this with photos, videos, invoices, etc.”

Helpful Report

Posted 6 months ago

“Wayfair is such a disgusting money hungry company! They don't care about customer satisfaction, all they care is $$$$$ (They have the audacity to send a pre-approve email for credit! I wouldn't buy from this place. I ask to speak to a manager regarding my concern. Big Mistake, She couldn't care less!!! SMH..”

Helpful Report

Posted 6 months ago

“I purchased a rocking chair six months ago. It recently broke in 2 places. I called Wayfair who told me to call Allstate for the warranty information. They asked for pictures and immediately decided they were not going to repair the chair. I could get a gift card for something else at Wayfair or get a reimbursement for the chair, but not the warranty. I certainly would never buy another thing from Wayfair and Allstate was a rip-off. I paid for a warranty and do not get reimbursed even though they never came to repair the chair. Buyer Beware!! Wayfair and their insurance company are scamming people with their cheap merchandise and faulty warranties.”

Helpful Report

Posted 6 months ago

“4 attempts to pay for 2 beds. Each time failed with 2 different cards. Customer service told us to us Chrome to pay instead of app. Still declined. Called customer services, waited and got cut off. First time customer - last time customer. Will look elsewhere.”

Helpful Report

Posted 6 months ago

“I’m a professional designer. I specialize in helping people with tight budget. My client lives 3 hours away from me and has a $20K budget. Since COVID - I became accustomed to designing spaces via Skype or FaceTime. I ordered furnishings for the entire home except bedrooms including 3 sets of large prints. I called Wayfair to ask about an exchange for the exact same canvases and was told I had to pay the $83 return shipping. I asked the young lady Jasmin if it could be waived this one bc my client needed every cent. She argued and said no. I asked for a supervisor because I had no idea about their return policy. Through the years I have kept items, donated them or simply put them in my storage. She kept me on hold for a very long time. Finally when the supervisor came the line he always very aggressive and stern. I explained that there was nothing wrong with them and my client was receding merchandise daily. Could they just take the large pics as I was ordering them again smaller. I emphasized that I loved the pictures and so did my client. He said three times they are not Amazon or any other online company but they are Wayfair. He said if they let every customer who wanted to return pieces they’d go out of business. I conceded and explained again that I had no knowledge of their return policy. I’m typically very good at reading descriptions of products. He said it’s such a small amount why should they take back the beautiful pictures when they did nothing wrong. I agree but asked for this concession. He told me he was putting a note on my account that this one time credit was it. He further explained that he saw that I had purchased over $50K and did not return. That’s why he was believing me the $83 refund. I placed another order for the same pictures and a few more items. Jasmine must have lied to him. I am left with a very bad impression of Wayfay. Tomorrow I will call them and advise to charge my credit card the $83. It’s a shame. Use Macy’s or another creditable company. Sadly enough Wayfair is not customer friendly. There was no need to insult me. I really cannot believe it.”

Helpful Report

Posted 6 months ago

“I ordered a couch which broke after four weeks only. The service told me I will receive a new one but it after weeks I still did not receive it. I wrote a review with pictures about the poor quality of the couch but it never got published. This explains why so many products appear to have amazing ratings, bad reviews are never being published. You cannot trust Wayfair.”

Helpful Report

Posted 7 months ago

Wayfair is rated 1.5 based on 2,295 reviews