Wayfair Reviews

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

1.5 Rating 2,238 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,238 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

“Made 2 orders in past 6 months - avoid at all costs as they have no systems that track orders deliveries or part orders . Both times several weeks late after much chasing and hassle . Products are not even good . Stick to John Lewis”

Helpful Report

Posted 3 years ago

“The bed frame was ordered on the 4th July , was on a two day delivery time slot. Hence the reason we used wayfair! Well the delivery site kept changing then said delivery by the 19th July. Checked on the delivery tracking no changes from the 8th July. Messaged on chat to wayfair this morning to be told the courier cant find my order, and someone will be in touch tomorrow!! Shoddy service, im going to have one upset boy when he gets home from School. Please avoid at all costs!! So wished I checked reviews 1st!!”

Helpful Report

Posted 3 years ago

“I would have given it a zero if possible. I ordered a shoe cupboard on a Tuesday was told it would definitely be here on the Thursday. I waited in all day for it to turn up, which it never did! Neither did they contact me at any point to tell me it was delayed. I then contacted them the Thursday evening to which they told me it had been moved to the Friday and it was with the delivery company. You guessed it Friday came and went no sign of it or again any contact from them. So by now i’m incredibly frustrated so i again have to contact them to find out it actually wasn’t ever actually in transit at all! It was sat in there warehouse the whole time. They then said that it would be delayed for another 4/5 days!! I said no thank you i’ll have a refund and give my money to someone else. Guess what? They reckon they can’t issue a refund until they have spoken to the supplier. This company is an absolute joke, their customer service is as poor as it gets. They lie and change their policies constantly. Please please do yourselves a favour and stay well well clear!!”

Helpful Report

Posted 3 years ago

“Inadequate, Appalled, Frustrated, Annoyed, Confused…! Words can’t express the disappointment I have for this company! It’s my first time shopping with Wayfair and unfortunately it hasn’t been an experience I would recommend. Order Date 02/06/2021 After paying in full waiting over 6 weeks having parts of my order delivered, contacting WayFair times & time again, apologies to asked to wait and still no result…. Complete Shambles, I have an email telling me it’s a fault an their behalf, and then giving me the customer..! Only two options 1) keep what I have received of my order and have a 15% discount off my original order or store credit.. 2) accept a full refund, and send back little bit of my order I have received. Bearing in mind I have been nothing but Patient… And all I have asked is for the order I made to be full filled… Obviously this still hasn’t happened So both myself & a Member of Staff decided it would be best for the situation to be escalated to Management, giving me some form of contact within 24hours… This was done Tuesday 13th July 1.31pm by call… now it’s Thursday 15th July 7.59pm and still no contact… The whole thing is a sham…..! And yet again it A left to me to contact Wayfair again Tomorrow or better still Trading Standards.”

Helpful Report

Posted 3 years ago

“Ordered a garden furniture set mid June. It arrived OK straight instructions were only in German. The table and the sofa will not fit together properly. I have had to chase this up numerous times and still waiting for replacement parts i will NEVER order from them again. I am still awaiting this to be resolved. My advice is order elsewhere.”

Helpful Report

Posted 3 years ago

“I was shopping for a couch. Could not even get on the site without giving them my email address. I looked at the couches and continued looking elsewhere online. Ten minutes later I get a telemarketing call from Wayfair (I had not even given them my number - they must have looked it up from my email address which has my company name in the URL) Without asking if it was a good time to call or not the rep launched into a hard sell of their "professional program". I said I did not appreciate telemarketers calling just because I visited a website. Before I could even get the sentence out she hung up on me while I was still talking. If you want a high pressure company that will use your data to target you on the phone choose Wayfair. I know I won't.”

Helpful Report

Posted 3 years ago

“Won't be using again.only received half my order then told they couldn't cancel or pick up what they had delivered unless I paid for it”

Helpful Report

Posted 3 years ago

“Ordered a bookcase when it finally arrived it was crack in several places , after ready the reviews which are all so terrible I won’t use Wayfair again shame on you Wayfair.”

Helpful Report

Posted 3 years ago

“If you lucky enough buy from this company. If any thing wrong you will fill help less specially when you buy any large furniture . Worst shopping and customer service experience.”

Helpful Report

Posted 3 years ago

“Order that was due to arrive yesterday still hasnt been dispatched. No one in wayfair seems to be at all bothered about this and just say 'it will be looked into next week' another week without the item that was bought as a gift. Just shocking service.”

Helpful Report

Posted 3 years ago

“Would not recommend. Customer service is 0 star.”

Helpful Report

Posted 3 years ago

“Jose R should be terminated! Continued horrible customer service by Wayfair reps. A damaged table was scheduled to be picked up today, of course the driver lied about collection attempt. I chatted via web chat with Jose R, who was the most ignorant, disrespectful rep I have ever chatted with. He refused to transfer my chat to a manager, and then told me I was lucky he did not terminate my chat. And then he attempted to intimidate me by stating that it would not be a good idea for me to post the chat on social media, as it would not be good for me??? The mere fact that this rep felt this comfortable communicating with a customer in such a rude manner, indicates that this is how he normally interacts with customers, and this should be of concern for Wayfair. How is this type of behaviour acceptable? Needless to say, the entire chat will be posted on social media, and forwarded to the media, as this is just another aspect of the ongoing substandard service offered by Wayfair”

Helpful Report

Posted 3 years ago

“I ordered a Gretna Folding Trestle Table from Wayfair. They sent me another item (smaller table instead of what I asked for) without any note. Although the item looked the same I decided to take a closer look and found it was wrong product. I phoned the customer service and the person told me if I keep the product they will keep me a discount of 20%. I said no and asked for full refund and returned the product. Wayfair only refunded 80% of the money and kept the money back. So I have to call them again for full refund. I can't believe making such mistakes and wasting my time with this company. Never again anything from wayfair.”

Helpful Report

Posted 3 years ago

“One of the worst companies I’ve ever dealt with. Placed an order for a tv stand and realised after 24 hours that I ordered it in the wrong colour. The delivery date is confirmed as 20th July and when I requested a cancellation on the 4th July I was told it’s too late to cancel as they are preparing to ship it, yet the ETA is still the 20th July! Aine O was particularly unhelpful, would avoid this company at all costs!!!!”

Helpful Report

Posted 3 years ago

“Ordered a bathroom unit and was due for delivery on 7th June. Was told they tried to deliver at 6am and card left even though no delivery attempt was made. Took 3 weeks and 5 emails to finally get the unit delivered, each time being fobbed off by customer service with copy/past replies when I asked to cancel/be refunded. When it did arrive it was badly damaged, almost like it was an ex display or return. No handles in the box and as you can see, it was basically falling apart. Complained and they sent me a link to return it, where it listed I had received 2 units! Avoid this company. Products are laughable and their customer service is non-existent.”

Helpful Report

Posted 3 years ago

“Placed an order on Wayfair for a cushion. Nothing spectacular and not overly expensive. Was given a delivery date which was subsequently changed and brought forward. Then was told the item had been despatched by DHL, another worthless company, and given a tracking number. On checking the tracking was informed that the item had been collected. Next the tracking showed delayed. Got fed up with trying to get the item delivered I asked for a refund. Was told I could not have a refund as the item had been despatched. After several emails trying to ascertain when I might get the item I was informed that, due to a backlog of orders, the item had not yet been despatched so pointed out there was no reason not to receive a refund. No chance. Wayfair do not want to know. I pointed out that I had paid Wayfair, not their supplier and not DHL and that Wayfair should refund me. I was told that they couldn't refund me until they had contacted the courier and the supplier to find the lost item. I pointed out that in one of their emails I was informed the item had not been despatched therefore was not lost so please refund me. I pointed out that if they couldn't find an item that wasn't lost would I have to wait forever to get a refund. It looks very much that way as I am still waiting. Would I recommend Wayfair. No Would I deal with them again. No Any company that is prepared to tell lies over a measly £28 does not deserve customers.”

Helpful Report

Posted 3 years ago

“dont touch wayfair they dont deliver goods then wont givr a refund until goods are returned how the hell do you return goods that havnt been delivered”

Helpful Report

Posted 3 years ago

“I ordered a sideboard which didn't arrive on the given date. I chased it up and was told there was a delay and was given another date a week or so later. Again it didn't arrive. I chased up up again only to receive a verbatim email saying that the delivery was now 6 months away! I genuinely thought it was a typo and they had put January instead of July so clarified it but received the same verbatim response stating January, which didn't answer the question as to why the item was still being advertised on their site with a 2-3 week wait. If you pay for an item that should arrive in a week, or two, would you seriously expect to wait a further 6 months! Order cancelled, I hope my refund is forthcoming. It remains on their site with a 2-3 week delivery.”

Helpful Report

Posted 3 years ago

“Wayfair costumer service lies to customers regarding the return process. Ordered a bed, they shipped the item to the wrong address and then wanted me to pay for it, even though they shipped it to the wrong address. Customer service told me to call back in 7 days to make sure the item is not stuck with FedEx because they have problems with FedEx losing items. Called back after 7 days and Since the item was delivered to the wrong address, WayFair customer service said they were not at fault for the shipping error and I should still pay for the item I never received. Seriously?? NO WAY .... lost a customer today WayFair.”

Helpful Report

Posted 3 years ago

“Terrible experience with wallpaper delivery.. I requested a sample of a particular wallpaper on 07/06, and received an email advising that they could not provide a sample of the requested paper, but I could order a roll and then order the remainder afterwards if it was suitable for the purpose. I placed this order on 09/06, with an estimated delivery date of 12/06... I waited beyond this date and received a package from Hermes on 18/06, which contained a roll of a different wallpaper to that which I had ordered. I then contacted Wayfair through their online chat tool, and was advised that a new roll was being sent out to me, and would be with me by 29/06... please note this expected date was nearly 20 days after the original order was placed. After being advised that a refund would not be possible until after this amended delivery date, I reluctantly agreed and after taking screenshots of the entire conversation, I accepted that I would have to wait until the roll was delivered. Today is 29/06. I checked online to see the status of my order and noticed that Hermes have had the package since 20/06, and are yet to attempt delivery. I rang customer services to express my dismay at this situation and was advised that I would have to wait a further two working days for an investigation to be started, before they could tell me where my package was and when I could expect it to be delivered. When I made reference to the advice given to me on the online chat tool, and that I had a record of this exchange, I was told that the agent didn't know what they were talking about, and that I had been given the wrong advice. I then requested a full refund as was promised to me online by the chat representative, to be told that I would only receive my refund, once the roll had been located and returned to Wayfair. I think this is outrageous, the time scale involved in waiting for the original roll to be delivered, the initial non remedying of the wrong paper being delivered and the hesitancy on Wayfair's behalf to issue a refund once the whole situation had turned sour, gives me grave concerns for their ability to actually deliver the products that they claim to sell. The agent involved on the phone assured me that a refund would be given. I am yet to see this reflected in both my account area or via my credit card statement. I am still awaiting confirmation that my refund has been processed, but in the meantime I implore you to think twice before placing an order with Wayfair. *UPDATE* Despite the reply given by Wayfair, Hermes contacted me this morning to claim that the package would be delivered this afternoon, despite being promised yesterday by Wayfair that a full refund would be issued! So at the end of the matter, It appears that I have been lied to by the online representative and now the phone representative too! There's little to no point in asking this company for help. Even when they claim to be helping, and they acknowledge that it is a problem of their own making, they continue to lie and to hold my money hostage, while they cover the mess that they themselves have created. I hold very little hope that they will expedite my refund as has been promised now on multiple occasions, and am looking to reverse the charge on my credit card as a point of recourse. Frankly, its not worth getting into the bother in the first place, I advise you all to find someone else to buy your product from.”

Helpful Report

Posted 3 years ago

Wayfair is rated 1.5 based on 2,238 reviews