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

“Bought a TV cabnit got delivered awful chips in corners cheep plywood would not buy ever again”

Helpful Report

Posted 4 years ago

“Absolutely shocking!!! Ordered a bunk bed for next day delivery, got a text the morning with my time slot, never showed up!!! Noone from wayfair could tell me where it was, couldn't talk to anyone from delivery company, waited another4 days and heard nothing, now having to wait for a refund until wayfair hear back from delivery company!!!!! Disgusting. Dont bother ordering if your package is being delivered by xdp!!!!!! Wouldn't even give 1 star.”

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Posted 4 years ago

“I red most the reviews and they look like same issue I have. I ordered shoe store bench haven't received yet as I am writing this review. The worst online shopping I ever come across. I'm not giving any star but you can't write the reviews. I'll never order anything else for them”

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Posted 4 years ago

“Wayfair customer service is good. You phone they answer promptly and seem to want to be genuinely helpful. But, the problem is the delivery company they use, in my case XDP. I realise they only do doorstep delivery, and, well, for London, most people are not on the ground floor. But that isn't the real problem. The delivery given by Wayfair are not the dates given by XDP. First delivery, they just rang any bell and handed over to someone else and left the chair in the communal hallway. I found it over 24 hours later. 2nd of another chair a week later, they rang my bell (ok that is progress) then I said please leave it in the hallway and I'll come down. I went down 2 minutes later, and no chair. No sign of the delivery van. Nothing. Gone. Awful -I assume he wanted me to come down and sign, but didn't say so. He probably thought, ok, I'll just leave and not wait. Easier I guess. The delivery company is bad. Maybe it is cheap for Wayfair, but it just gives a really poor image for Wayfair. Now I am not home tomorrow, so presumably I won't get the chair now for days. I called Wayfair and now 2 hours later and no one has called me back.”

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Posted 4 years ago

“I would not advise anyone to buy from this company, their delivery system is awful. The dates they provide are different to the dates their delivery company use. My chair was eventually delivered when I was out. The driver managed to stuff it in my porch, where it fell across the door. I then had to spend half-hour trying to push the box away from the porch door enough to gain access to open my front door. Fortunately, I'm quite slim, and though the box the chair was in was quite dented, due to the courier. My chair was OK”

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Posted 5 years ago

“I am currently dealing with wayfair after ordering a wardrobe from them and having only 2 boxes out of 3 delivered. We only discovered parts were missing after taking all the parts out of the box and beginning to build it. I contacted wayfair who then blamed DHL as apparently they sent out 3 boxes. I have contacted DHL who are also useless and have not been much help when clearly they have not delivered part of my order. Wayfair have now emailed saying it can be a further 10 days or more before they can resolve my missing box issue! And to make matters worse they say it takes even longer to send out another wardrobe they would rather not do that. I am disgusted I did not pay the money I paid to be let down like this, to have half an unbuilt wardrobe leaning against the wall and clothes everywhere with a one year old in the house is a massive inconvenience. The wait for correspondence gets longer each time. I will never order from wayfair again and be wary of Dhl as well.”

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Posted 5 years ago

“So I purchased a sofa bed from Wayfair for my mother in Law. It came promptly and as promised. However it turns out she purchased one unbeknownst to me and did not need it. She wanted a dinette set instead. So I called Wayfair the day after it arrived and informed them as such. The product was unopened in the original box and without any damage to the outside. The rep informed me that the policy was to charge me for the return shipping the since it was not damaged or defective. The cost, $85 and the rep was rigid and uncompromising regarding the policy and price, despite the fact that I ordered the aforementioned dinette. Amazon they are not, the dinette set is the last item I will buy from Wayfair. My wife was livid when I detailed this experience to her.”

Helpful Report

Posted 5 years ago

“One star is for the very helpful customer service. However, the returns process lets Wayfair down so much so that we definitely won't be ordering from them again. One pair of curtains returned and we had to pay £40 returns fee. Likewise, £40 to return a curtain pole! That was bad enough, but then, despite receiving an email confirming that the order was complete (i.e. the return had been received - that took a further email from me querying why their email said "order complete" when it was meant to be confirmation that the goods had been collected, before they said that meant that the goods had indeed been collected - no it doesn't, not in my world. Why couldn't it just say "goods collected"?) the refund was not made to our account until I sent them a copy of that confusing email, confirming that the carriers had collected the item. Thankfully the lovely lady in Customer Service was able to help and arrange a refund, although she did say "the carriers must have 'forgotten' to tell Wayfair that they had the goods!" What? Not our problem. So, to sum up ... VERY, very expensive returns costs, confusing emails, carriers who 'forget' they have the returns - all that means no more Wayfair for us. Pity.”

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Posted 5 years ago

“Can't get anything from this company that isn't damaged. Products are so poorly packaged, no wonder. I won't be ordering from here ever again. Customer service is good and responsive, but why go to the trouble and be disappointed over and over again?!”

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Posted 5 years ago

“Placed an order and it was scheduled for delivery. I received an email the day it was supposed to be delivered stating that it was now on back order and wouldn't be delivered for 3 weeks. I emailed them back with a read receipt attached to the email. I was alerted that the email was deleted without reading it. Did it again, same outcome. Shameful customer service. Just unbelievable. I cancelled the order and placed one with Amazon. I won't be shopping with Wayfair again and I shopped with them often and bought many things for our new house. I am just utterly disgusted with bad customer service from some companies.”

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Posted 5 years ago

“Fist time order, and was stated 2 day delivery and just go confirmation it won't be here for another 2-3 days. Seems like this is a common occurrence.”

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Posted 5 years ago

“I have never before had to deal with such a shoddy company as Wayfair. Ordered two recliner chairs on 22nd September and money was charged immediately to my credit card a total of over £400.00. Here we are November 1st having received one chair on Wednesday 29th October waiting for the chair to be returned. was of very poor quality and looked as though the pieces had been thrown in the box. The second chair has been cancelled or so they tell me but if I receive it to tell delivery to take it back as no longer want. Where is my refund got to wait 3 - 5 days before I see it on the credit card. They have even taken back the £42.00 compensation payment they gave me for all the hassle caused, supposedly due to moving warehouses. Would not deal with Wayfair again shoddy items, nobody seems to know what goes on as received several emails all advising different things. My advise don't buy anything from this company.”

Helpful Report

Posted 5 years ago

“Ordered a couch and was informed of the delivery date. They failed to deliver on this date. Numerous calls to customer support with promises of call backs that never came. In the end cancelled the order and now they have agreed to refund less a £50 return fee. They state this is the fee they are charging to return the item purchased from the courier company back themselves. So they are charging me a delivery return fee for an item I never received. Worst online shopping experience ever. Wayfair is one to be avoided.”

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Posted 5 years ago

“Possibly the worst experience i have ever received from any online company, 4 failed nondeliveries, promised call backs that never happen. groveling empty apologies that never get acted upon. do yourself a favour and never buy a thing from this company. They are a joke”

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Posted 5 years ago

“1 star for english speaking customer service. The rest is a complete shambles. Don't waste your time here.”

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Posted 5 years ago

“I ordered a dining room table from Wayfair, having searched for ages to find one that I like. I got very excited 2 weeks later, when I received an email saying it was ready for delivery, and inviting me to choose my delivery date. However, I was absolutely shocked to find that Wayfair do not deliver on weekends. I rang them to discuss this, as the majority of people work Monday - Friday, and so need weekend deliveries, and the guy I spoke to was absolutely unhelpful, just saying it's their policy not to deliver on weekends, but he didn't know why. I've now had to take a days unpaid leave just to wait in for a table. I'm fuming. I was going to order my TV stand and coffee table from Wayfair, but by not offering weekend delivery, that's been made impossible.”

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Posted 5 years ago

“Very disappointment with this company and how things are handles: I could not get an item I paid for to be delivered in 3 separate dates nor can I get my refund for over one month now. What do you what me to do? It's clear they don't care about your customers item and their money. AVOID AVOID AVOID - don't go through what I have gone through just for an item to be delivered or money refunded.”

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Posted 5 years ago

“If I could give it a minus I would. Placed an order for an oven and waited two weeks for delivery, to find out it was actually out of stock and it wasn't shipped in the first place. Called three times regarding delivery and was given two different excuses and the third person finally told the truth and said it hadn't actually been shipped. Tried to cancel on the second call and was told that they had actually shipped one oven out and to look out for it as the tracking wasn't scanned (which was lies) and couldn't process the cancellation. The third person managed to cancel it straight away! Don't think I'll order from here again. Too much back and forwarding and not getting a simple answer.”

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Posted 5 years ago

“I wouldn’t even give wayfair one star but there was no option for no stars - I have stayed in for over three days now from 8a.m. to 8 p.m. and the courier arranged by wayfair has not called to collect my return. No explanation has been given and when I complained they’ve just changed courier and expect me to go through the whole process again - they are quick to take your money and give a time slot and specific day for deliveries but they don’t for returns so you’re stuck - I’ve emailed the ceo detailing everything and explained about my age and I’ll health but this has made no difference - I don’t know what else to do? Can I demand my money back?”

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Posted 5 years ago

“Bought a dining set that was originally priced at $981.00 and on sale for 47% off. They charged my CC and then sent me a cancellation email. When i called they said that there was a pricing error on the website and could not sell me the set at that price. Read online that this seems to happen a lot with Wayfair. "Wayfair you have nothing that i need!!" Anymore....”

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Posted 5 years ago

Wayfair is rated 1.5 based on 2,242 reviews