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

“Avoid. Furniture items poor quality. Bought table online Feb 2017. Looked quality but wasn't. Arrived on time. Courier hid in shed we were unable to find for a month. Turns out it was in another outhouse. Table poorly packed. Poor finish. Made in China. Very heavy, poor design & workmanship. Overly priced. Offered refund. Wont be buying from them again. Ikea is better quality & design! Wayfair must spend a lot of manpower on fixing these problems. Why don't they invest in a good supplier instead?”

Helpful Report

Posted 7 years ago

“I placed and cancelled two orders in the same day, received conformation of cancellation, when 2 or 3 days later I get a email both of the orders are being shipped, 2 beds mind u and that I would have to pay to return them even though they were clearly cancelled. Buyer beware save all emails, you're gonna need them. This is not the company to do business with. I will be taking this matter further.”

Helpful Report

Posted 7 years ago

“Ordered a wardrobe very poor quality, mirror smashed, doors bent. Replacements arrived again mirror smashed and doors bent cancelled order. Customer services was good gave me a full refund after I turned down a discount to keep. Will never order from this company again. Wished I'd read the reviews before ordering from them.”

Helpful Report

Posted 7 years ago

“Ordered a cabinet for my bathroom it said dispatch estimate, that date came they put it back another week, when that date came they then did the same which would be well over a month, I cancelled order bit now got to wait 5 days for my money back absolute joke company”

Helpful Report

Posted 7 years ago

“ordered several items, some items are extremely poor quality and expensive, certainly not worth the money. Ordered a dining room set and after a week it has still not be resolved. Would not recommend anyone to use this company, stay well clear.”

Helpful Report

Posted 7 years ago

“Awful service. First item had bits missing, second was a BED when we ordered a cupboard. Finally after a month the cupboard arrived...with a fist sized hole in it. Got money back. Panther - the delivery company where no good either.”

Helpful Report

Posted 7 years ago

“Order was sent to wrong address and told it could take up to 3 days for redelivery after call to customer service and 15 mins wasted of my life I asked for a refund as could now get product from different suplier and a £10 cheaper said could not refund as I had not received parcel eventually after telling them I had not received parcel they agreed to refund money but did say it would take up to 7 days to go into my bank account received the parcel from other suppliers and we'll chuffed be great when I get me refund”

Helpful Report

Posted 7 years ago

“Extortionate delivery charge. £300. Totally unheard of!”

Helpful Report

Posted 7 years ago

“Paid £20 to return items- fair enough.... then had to chase the refund THREE times- kept getting fobbed off, after complaining for third time I got an email from PayPal to say I had been refunded straight after I got off phone- not a coincidence- more like don't like returning money until you call their premium numbers!!”

Helpful Report

Posted 7 years ago

“Thankyou for the quality delivering this morning ???????? box opened, foil ripped, more parts are damaged than not and the delivery lady with 4 eyes (still wasn't enough obviously) should've seen what she's delivering as it was really obvious from outside that something is wrong with the packaging. She literally ran off soon as i took the box. Forget any compensation from this company. All they said leave it at the dump if i don't want it ???? I've cancelled the next order as they couldn't do anything except apologies and suggest i should take another day off to wait for a replacement unit, I didn't trust the service for good reasons, i've got a refund so not that bad, i've only wasted an unpaid days leave but that's it. Thanks again”

Wayfair 1 star review on 18th January 2017

Helpful Report

Posted 7 years ago

“I made an order to the value of £500, the website advertised free shipping for orders over £40. I was told that as I lived in Northern Ireland there would be a charge, even though this is still U.K, but I agreed. However, what they actually charged me was unbelieveable = £300!!! £300 for delivery and the furniture is flat packed - not even difficult to move ?!?!? Absolutely extortionate!!!!!! To make matters worse, I've been informed that there is a DELAY in my delivery amd wayfair have responded saying that they are looking to reduce delivery costs!? Doesn't help me when I've already been charged £300!!!”

Helpful Report

Posted 7 years ago

“I ordered a divan bed which clearly stated headboard included. When it arrived it was minus the headboard. I contacted the customer svs the first person said it was conflicting information but her supervisor said not. I have contacted the company again but still no reply. My advice is stay clear of this company !!”

Helpful Report

Posted 7 years ago

“Ordered a 400 pound coffee table after it arriving a week late The table was nothing like advertised and its unfinished like it hasn't been Sanded and a total different colour too.”

Helpful Report

Posted 7 years ago

“If I could give zero stars I would do. I ordered a product in October was advised I would reverie the product in 2 weeks. As the time approached I got an snail trelling me that the product had been delayed a further 2 weeks. Again as that day approached I got another email telling me the product has been delayed followed by another delayed delivery email. On the 13th December I received an snail to say it was on its way and would be with me for 20 December and that I would receive an email before this date advising when it was with customs. I received no further emaill so yesterday on the 20th I looked at the tracking number on UPS and it said it had been delivered to an address in Germany! I live in the UK and my mailing address was the UK! So I called Wayfair who told me it was delivered already. I said I know but it was delivered to Germany! Oh yes said the lady, I will check what is going on. After being on hold for 15 minutes she cane back and said that it was the wrong tracking number that was not for my product. And they had to check where my product was a they didn't know! I said ok I'm not happy with the service you were quick enough to take the money and it's now 2 months since you took payment and no product. But agreed for them to check and email me. That evening I received an email to say that they did not know where the product was and they could not track or. That they had ordered another product but this would not be with me until February! If I wasn't happy about this that they would see if they could give be a refund. Why there is any question about giving me refund when all the issues have been from there end is beyond me. I emailed to say they needed to refund me straight away and I got a response to say I would know in 1 day if a refund would be possible! This is the worst service I have ever received from any company. They lose the product but they may or may not give me a refund! DO NOT USE WAYFAIR!!@”

Helpful Report

Posted 7 years ago

“Wayfair partnership with DX doesn't work, communication is non existent. They try to deliver on different days to that specified in messages and then have you running backwards and forwards on the wrong days at your expense. More seriously when you try to cancel and obtain a refund Wayfair customer services from the operators to the management say that you cannot cancel once the item has left their central depot (usually within a couple of days) and that their terms and conditions take precedent over the consumer credit act! which actually gives you 14 days. I will get a refund but Wayfair are aggressive in trying to avoid there statutory obligations under the Consumer Credit Act. They are in breach of the Consumer Credit Act and they try to charge the consumer for exercising their rights.”

Helpful Report

Posted 7 years ago

“Less said the better when u ordered a present for your family members from another country and you get partial order and get 4 different emails with different information that's not acceptable in anyone standards. I would NEVER order from here again”

Helpful Report

Posted 7 years ago

“I spent over £3,000 on lighting with a delivery date 2 days. Having placed the order the delivery date came and went with very little information on the tracking system of info from Wayfair. I eventually called for information and was told that the delivery would be made 9 days after the delivery date quoted on the web site. The new delivery date came and went with no update on the web site and not contact from Wayfair. I put in call to Wayfair to investigate. The agent I spoke with had little or no idea what was going on but advised a further delay minimum of further week which had not been communicated. I lost faith and trust in the information provided. I would not shop again with this company and asked for a full refund. I then received and email claiming that i had delivery of the goods. Will not shop with this company again.”

Helpful Report

Posted 7 years ago

“Promised delivery and never happened. Phoned several times and was told the same thing that they are sorry and its on its way. Complete waste of time stay away from ordering”

Helpful Report

Posted 7 years ago

“Beware extortionate returns costs! Order significantly delayed so no longer wanted. Wall clock cost £78.99 and return cost quoted by Wayfair as £45.57!”

Helpful Report

Posted 8 years ago

“I've been looking for a house bar for a couple months now and like everyone I'm looking for a great deal to push me over the edge. I found an oak beauty advertising at 73% off from just over 3k to a little under 1k. Unbelievable deal that I verified on both the main site and the app. Both were the same so i decided to finally buy one. Problem is when I went to the checkout screen the price jumped up to over $2600. Quite a difference. I decided to call the wayfair help line and talked with a pleasant woman who was able to replicate the issue and left me on hold while she talked with her manager. After a couple of minutes I was told the last page is the final pricing page and the last to update or some such nonsense. I would've been fine with a simple it was an error and we apologize but instead a fiction was created to get out of matching their advertised price. I've been in the retail game for a while and have never blamed the customer for my company's error. It's just bad business. I'll not shop Wayfair again because if they can't get their pricing correct I'll not trust them with my credit card information.”

Helpful Report

Posted 8 years ago

Wayfair is rated 1.5 based on 2,242 reviews