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

“1. Order placed 24.11.19, did not arrive until 06.12.19 - in what modern world do deliveries take such a ridiculous amount of time? 2. Parcel wrapping appalling - a bit of thin cardboard with sellotape stuck to the product inside - which was actually sticking out of the packaging as well. 3. Extortionate shipping totalling almost TEN POUNDS including the return. 4. Cheap, flimsy set of placemats which were nothing like the picture I ordered. First, and last, time I will use Wayfair.”

Helpful Report

Posted 4 years ago

“Awful customer service, ordered 3 sets of garden furniture a week ago, just prior to delivery they sent an email cancelling all 3 items as they were discontinued. Each item was in the sale so I imagine they had listed fake items to try and entice people to order. Will shop somewhere more reputable next time”

Helpful Report

Posted 4 years ago

“Why do you use a dreadful company like Panther to deliver your furniture?! They've delivered our chest of drawers damaged THREE TIMES!!!”

Helpful Report

Posted 4 years ago

“Bed didn’t arrive on stated day. Turned up next day badly damaged so sent back. New bed ordered. Then Wayfair cancelled it. So re ordered. Turned up missing the headboard. Complained. When courier finally arrived to deliver head board - it wasn’t on the van. Wayfair then basically told me I was lying as it had been delivered. Awaiting full refund but got a feeling it’s going to be a long process as their customer service is shocking.”

Helpful Report

Posted 4 years ago

“Package did not arrive!!!!”

Helpful Report

Posted 4 years ago

“Ordered a duvet set Not an expensive one by any means but the material is thin a nd quality very poor Not worth even the money I paid”

Helpful Report

Posted 4 years ago

“total disaster of a company delivery shocking told my order was missing yet blamed me time after time how the helli am responsible still beats me stronglyworst company i have ever used in my mind total dishonest and incompatant”

Helpful Report

Posted 4 years ago

“AVOID WAYFAIR AT ALL COSTS!!! if i could mark negative stars i would! i ordered a bed (so a big ticket item) as a Christmas gift. to be the only big ticket item of my sons Christmas presents as money is very tight and i could barely afford this in the first place and scrimpt and saved to give my son the only this he really wanted but did not ask for as he knew i couldn't afford it. i was assured by the online chat that i could track delivery to make sure he was not in and the gift could be hidden until Christmas. Delivery was scheduled for the 03/12/2019 and i made sure he'd be out all day that day. Today 02/12/2019 my son opened the door to a delivery from wayfare that promptly announced to him "your double beds here" In that instance Christmas is ruined, there is now no surprises for Christmas and i cant afford to buy anything else so there is at least a surprise gift. In tears as i write this for both my sadness for my son, the disappointment of my hard save money surprise being ruined by this company and in anger for their attitude. i checked my email for updates from them, nothing there, i checked their last email it said 3/12 it also had a click here link for updates (which i had religiously been checking daily) and at this very moment it still says delivery 03/12 even though the item is in my hallway. I called them and their response was its not really their problem and i should be happy its been delivered early, their dates are just estimates (so good luck if you take time off) and they will not compensate me in any way so there will be no gifts this Christmas , Thanks wayfair.. you suck. Doing something you said you'd do when you said you'd do it is not hard Wayfair, thousands of other companies get the deliveries right, perhaps you should not be in the online orders business if you cant deliver on what you offer, seems dishonest to me. They did after i insisted they log it as a complaint (they did not want to take my complaint over the recorded phone call until i told them i would report them to consumer services for refusing to take a complaint) offer me 10% off my next order with them!! they've taken all my Christmas money so were am i to get more to make this new order and what is 10% off going to help me? Most importantly is why would i support a company that has zero care for its customers, accepts zero liability for its service or the part it played in ruining a family's Christmas, why on earth would they think i would ever want to order from them again? I'm angry at what you've done to me and how little you care that you've done it as it means nothing to you and everything to me. so i'm going to post my story on every review sight and platform i can, warning people. I know you wont care as there's always the next sucker to take advantage of their trust in you. I'm confident that you wont care about any business this review looses you and i know any expectation that this will change your policies or improve your service or in actual fact benefit me in any way is a pipe dream, so why am i doing this at my time and expense? If i warn even one person away from Wayfair that you cant benefit with very little care and effort of someones hard earned savings then ive done my bit to avoid this happening to them and for you benefiting from it financially. Signed Very angry ex customer, Very deflated feeling like a failure of a mom”

Helpful Report

Posted 4 years ago

“AVOID WAYFAIR AT ALL COSTS!!! if i could mark negative stars i would! i ordered a bed (so a big ticket item) as a Christmas gift. to be the only big ticket item of my sons Christmas presents as money is very tight and i could barely afford this in the first place and scrimpt and saved to give my son the only this he really wanted but did not ask for as he knew i couldn't afford it. i was assured by the online chat that i could track delivery to make sure he was not in and the gift could be hidden until Christmas. Delivery was scheduled for the 03/12/2019 and i made sure he'd be out all day that day. Today 02/12/2019 my son opened the door to a delivery from wayfare that promptly announced to him "your double beds here" In that instance Christmas is ruined, there is now no surprises for Christmas and i cant afford to buy anything else so there is at least a surprise gift. In tears as i write this for both my sadness for my son, the disappointment of my hard save money surprise being ruined by this company and in anger for their attitude. i checked my email for updates from them, nothing there, i checked their last email it said 3/12 it also had a click here link for updates (which i had religiously been checking daily) and at this very moment it still says delivery 03/12 even though the item is in my hallway. I called them and their response was its not really their problem and i should be happy its been delivered early, their dates are just estimates (so good luck if you take time off) and they will not compensate me in any way so there will be no gifts this Christmas , Thanks wayfair.. you suck. Doing something you said you'd do when you said you'd do it is not hard Wayfair, thousands of other companies get the deliveries right, perhaps you should not be in the online orders business if you cant deliver on what you offer, seems dishonest to me. They did after i insisted they log it as a complaint (they did not want to take my complaint over the recorded phone call until i told them i would report them to consumer services for refusing to take a complaint) offer me 10% off my next order with them!! they've taken all my Christmas money so were am i to get more to make this new order and what is 10% off going to help me? Most importantly is why would i support a company that has zero care for its customers, accepts zero liability for its service or the part it played in ruining a family's Christmas, why on earth would they think i would ever want to order from them again? I'm angry at what you've done to me and how little you care that you've done it as it means nothing to you and everything to me. so i'm going to post my story on every review sight and platform i can, warning people. I know you wont care as there's always the next sucker to take advantage of their trust in you. I'm confident that you wont care about any business this review looses you and i know any expectation that this will change your policies or improve your service or in actual fact benefit me in any way is a pipe dream, so why am i doing this at my time and expense? If i warn even one person away from Wayfair that you cant benefit with very little care and effort of someones hard earned savings then ive done my bit to avoid this happening to them and for you benefiting from it financially. Signed Very angry ex customer, Very deflated feeling like a failure of a mom”

Helpful Report

Posted 4 years ago

“Got to checkout as a first time buyer and it will not let me enter my credit card info. Wasted time retrying 3 times. Will shop elsewhere.”

Helpful Report

Posted 4 years ago

“Exactly the same problem as other reviewers, failed to deliver, told me I needed to collect it from DHL 50 Kim’s away. Then they sent it to a local collection centre who wouldn’t let me collect it as DHL didn’t send the correct paperwork. 2weeks in they agreed to a cancellation and refund. The day after the parcel was left in the rain on my doorstep with no notice, no paperwork. I’m now having a huge battle to get a refund. Very frustrating and stressful. I’m doing a chargeback on my credit card.”

Helpful Report

Posted 4 years ago

“I ordered a rug and was due to be delivered on Tuesday only to see they tracking reference number that was provided did not exist. I called Wayfair to be told DHL are having issues with there site. Fair enough these things happen. I specifically told them on the phone I had taken the day off work and would be back at work tomorrow which was ok as this had to be investigated in to. Only to be at work on Wednesday and get an email to say it is out for delivery. With no one at home my order was then returned to the depot and I rearranged delivery for today (Friday) and I am off work today. Only to not get an email or text confirmation to say it is out for delivery. Called Wayfair again who advised there must be an issue! Sorry but this is the second time in one week I have been advised of issues and also advised I will not receive my delivery today. Not good enough. First time buying anything from wayfair and I can assure it will be the last. Absolute joke!”

Helpful Report

Posted 4 years ago

“I ordered a large rug they sent a completely different one when I asked to return it they charged £20 so I pay for their mistake”

Helpful Report

Posted 4 years ago

“I ordered my dining table and was told it would be here yesterday by dhl! I took the day off work to recieve it and it didnt arrive! Put tracking number in only to find it didnt exist! I phoned wayfair and was told i would get an email in next to days when they investigate! Completly not good enough! Wil never order again i need the table this weekend! Want a refund! Avoid!”

Helpful Report

Posted 4 years ago

“Hopeless. Ordered a bed, duvet and mattress for my daughter. Duvet has arrived, mattress is on its way I'm told but the delivery tracking information is meaningless. Check my orders to find bed now delayed for 2 months with no notification provided, will cancel bed and go elsewhere. Avoid.”

Helpful Report

Posted 4 years ago

“Their shipping department appears to be incompetent as I am assuming they do not intend to defraud me. I placed my order October 6, and it is now November 27 with no delivery. FedEx website states that they printed the shipping label but failed to submit my merchandise to them. Are they out of stock or just incompetent? Either way, no lamp shades for me.”

Helpful Report

Posted 4 years ago

“Ordered 8 sets of 12 Christmas ornaments. I received 6 ornaments. When I called to inquire, they explained there was an error on the website and in order to receive the entire order I had to pay over SEVEN times the amount of the original order, plus shipping. How is that THEIR mistake becomes my problem? I urged them to honor the order as it was THEIR mistake, not mine. They chose to refund my purchase. I am now writing negative reviews everywhere I can. No longer a customer under any circumstances.”

Helpful Report

Posted 4 years ago

“I ordered some products from wayfair. I got a dirty mat.there was a sticker sticked where ever dirt was.. I opened it half and realized it's dirty one. Which customer wants to buy such product. I never knew another mat is so slippery my daughter fell down the moment she stamped on it!!! Who says it's of good quality. I want to return all these products whosecosts is obviously more than30-40euros. They are chargeing for me ro pay return fees. I had shopped many things from some other websites but never faced such problem. I don't like shopping in wayfair and wrongly do not recommend.”

Helpful Report

Posted 4 years ago

“Horrible experience!! So far absolute scam!!!! Horrible experience!!! I have ordered a table from them in October, it was supposed to be delivered on 22.11.2019, then on 25.11.2019. On the last date of delivery/ 25.11.2019 , I've been waiting all day for the delivery and keep checking my email for any updates. At some point the status of my order on my Wayfair profile gets updated with adviced delivery on 03.01.2020!!!!????!! I did not receive no call, no message ,no email!?!?!? Just the status got changed! Wayfair saying can't do anything!?!?! So I'm buying a new dinning table for Christmas, 2-3 months in advance and I can not even get it on time for Christmas!???! No one even get in touch with me!!! I had to stay home all day waiting for that delivery and we even put away the old table as we've been expecting the new one today!!! And the absolute nonsense is there response, you see it turns out they don't have the parts to make the order so it is not their fault???? I wonder is it my fault than?? I think of a purchase as a contract between the seller and the buyer, I'm responsible to make the payment and to receive my item and they are responsible to provide the item and to deliver it on time and in condition as described. Well from my experience it's a complete scam!!! I would advice everyone to go anywhere else but Wayfair! I wouldn't trust them never again! And everyone around me is absolutely disappointed and will never buy from them!!! Absolute scam, take your money and leave you without even an acceptable salutation!!!! After leaving my first review they sent me and email with 10% off one future purchase by the end of January lol How is some pennies off something that will bring them profits ,and I will never even by anyway, will compensate me, will bring me a table to eat on and help me accommodate the 12 people I'm expecting on Christmas day?????!!! Absolutely joke!!!”

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

Wayfair Reviews