Wayfair Reviews

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

1.5 Rating 2,252 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,252 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Bought the L shape pc table, no matter what way we tried, the holes didn't match up with screw alignment. Complete Shambles.”

Helpful Report

Posted 2 years ago

“Some items are nice and when purchases work out it’s great. But returns are costly and a hassle. Also you can generally find the same items cheaper elsewhere. Don’t recommend shopping from Wayfair.”

Helpful Report

Posted 2 years ago

“I have literally spent thousands on this site only to have to deal with a lady that has been rude, disrespectful, and no help. I got my SECOND recliner with a 12” cut on the Foot rest. Now having to send back my second recliner she offers 10% off a third and a link to their recliners. Like I am ever going to buy from them again. I’m canceling what I can but they are giving me a hard time trying to return other things. Do not buy from these people. The customer service is horrible. These are the 2 holes in our recliner”

Wayfair 1 star review on 24th February 2022

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Posted 2 years ago

“Place an order and it already gives you a longer than you'd like delivery time frame - when I placed my order it was supposed to be delivered between Feb 28th and March 7th. Between 1.5 - 3 weeks. Ok...we can handle that. Get email that it shipped - with estimated delivery of sometime 'after March 7' and to check back after 24 hours for updated shipping information and movement....hhmmm k. I checked the next day, no update. Check the tracking info this morning...72 hours later and now it says some time 'after March 14th'!!!!!!!!!!! K....you already have my $630. I can't see what is going on with the shipment. Delivery date gets pushed out. I call customer service to see if maybe they have more details and that was one of the most unhelpful conversations I have ever had, not to mention that the person was on autopilot and would not take a breath while talking so I had no chance to ask a question or respond to ANY statement. I don't normally get rude with people - they're just doing their jobs and it's not their fault - BUT LET PEOPLE TALK AND ASK QUESTIONS SO IT DOESN'T ESCALATE THE FRUSTRATIONS FURTHER! In short I got told they don't know when it will be delivered. They give estimates based on the shipping warehouse and after it leaves there it is out of their hands. Their website isn't updating. It's the shippers problem. They say "after March 14th" because that is when it is estimated that the NEXT shipping company will receive the product. Then they will take 2 business days to call you to schedule the delivery (even when it's a plain ol' drop off delivery method) and then you will get your product but it could be 6-8 weeks............... Well...do you think I would have placed the order if you had listed the "honest" lead time of 6-8 weeks? NOPE!!!!!!!!!!!!!!!!!!!!!!!!!!!! But now you have my money so you no longer care. THANKS!”

Helpful Report

Posted 2 years ago

“Worst customer service policies of any company in existence! STAY AWAY!!!!”

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Posted 2 years ago

“Do not use Wayfair. The delivery dates on their site are totally made up. The staff won't help or offer any compensation for orders that are misdelivered or a month late, both of which happened. They refuse to speak on the phone and send endless back and forth emails of what are clearly templated excuses. I order a lot online but this was the worst experience in furniture delivery I've ever had. Do yourself a favour and look elsewhere”

Helpful Report

Posted 2 years ago

“I did a lot of Christmas stopping there. Thus mamy returns or axchanges...in 2021. 6 packages 11 items. NOTHING HAS BEEN RECEIVED BACK AT THE STORE!!!! NOT 1 ISSUE FOR OTHER COMPANIES....YES TOO MANY TO LIST”

Helpful Report

Posted 2 years ago

“I ordered a comforter on Dec 28th, it was supposed to be delivered 3 weeks later, then the date was changed to Feb 15...i called and was promised a label had been created and if a label is created it is definitely coming that date. Well I look today and the date has been changed to Mar 15th....I call and ask I'm Told it is going to be shipped out on March 10th... I have zero faith that this is going to show up, since it is back ordered on the website until April. Wayfair hasn't offered any resolutions or compensation for this major inconvenience. We're looking at 4 to 5 months for a comforter!? Do not deal with this company, it's been nothing but a headache and a waste of my time The people I have dealt with on the phone are great, but I'm giving 1 star for customer service because of the overall inconvenience of this issue, and the lack of it being resolved.”

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Posted 2 years ago

“The worst experience I have ever had! The worst experience I have ever had! Ordered a nightstand and a bed around 20th Dec 2021. A second nightstand (not available at time of first order) same model as the first one, on 6th Jan 2021. All items were meant to be delivered within days. Following on lack of communication, a month back, I start getting emails from DHL that they have the 1st nightstand - about 10-15 of them followed by the same amount of emails informing me that they aim to deliver on such and such date... Finally, the parcel was delivered about 10 days ago and collected back only yesterday for a refund which will take 3-5 working days (not counting weekend days). The bed was delivered with a couple of weeks delay. The second nightstand, ordered 6th Jan 2021, is with DHL only today (God help us when will it be delivered) only to be collected as a return at some point in the future, in spite of my calls and confirmation received from customer service that this will be cancelled (and not delivered !) 10 days ago - when I had enough! An absolute tone of emails and calls and frustration and pure disgust in the end. Save yourself the trouble, my advice. Think twice before ordering...”

Helpful Report

Posted 2 years ago

“I ordered a sofa that was delivered quickly but not to a room of choice as stated, courier said they only do doorstep delivery but as it was pouring down and I was on my own they put it in the garage. I got help bringing it into the house the next day and photographed the opening of parcel as packaging was damaged. It was obvious that another item had been stored on top of this as sofa arm had a dent in it from the foot of a heavy furniture piece rest on it for some length of time. I reported it straight away sending photos and videos of the damage but Wayfair said the depot and courier refuse to accept responsibility for the damage so I’m stuck with it. Have been very happy in the past but will not order again”

Wayfair 1 star review on 12th February 2022

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Posted 2 years ago

“Worst customer service ever. I'd give it a no star, but sadly it's not an option. This was by far the worst customer service experience I've ever had. Ever. No communication about our order until we contacted them and then they kept promising that they'd resolve it, but all they did was keep stalling. No refund in the meantime. They only took notice when we threatened to take it to the police and ombudsman, and called them out on social media. It's more than a disgrace. It's truly appalling.”

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Posted 2 years ago

“This is the 2nd and last time I will ever waste my money on these scammers. Total rip-off.”

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Posted 2 years ago

“Wayfair is the best. I ordered a shed from them I also purchased the Handy service to install. The shed was damaged by the installers i called Wayfair and they refunded me. There was no hassle no run around once they reviewed on their end i was done. I would recommend shopping with Wayfair”

Helpful Report

Posted 2 years ago

“Delivery appalling (dhl) called but didnt knick on door then took items to a shop drop point, sent no code so unable to collect items for 5 days, contacted wayfair couldn't help once got items curtains were clicked wont be ordering again from wayfair”

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Posted 2 years ago

“The customer service has been horrendous. We ordered two beds and, after long delays, only one was delivered. After several calls, it turned out the second bed has been missed and now we have to wait another month until a new bed is delivered from Poland. The customer support was unhelpful and had very poor attitude towards customer care.”

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Posted 2 years ago

“Don’t buy as they will sell items which they don’t have in stock and tell you the carrier is not picking it up. When they do give an delivery date which they will say you will receive it 100% then you will get an email saying it been delayed. So far the carrier was unable to deliver 5 tables lol 5 replacements sent out what a joke. 1 of the customer service will you they have 70 in stock and another will say less then 10 in stock. No ones what they are saying. Avoid at all cost, not worth the trouble. No point dealing with middle men so just go directly to a company to buy your goods.”

Helpful Report

Posted 2 years ago

“I have recently bought a flat and was on a budget so decided to get all my furniture from Wayfair, as I believed them to be reasonably priced. I had quite a big order, so I wasn't expecting it straight away, but most items had long delays. But the worst one was the mattress I ordered. The bed came before the mattress so we had to spend over a month sleeping on the floor waiting for the mattress to arrive. When it finally arrived it was SO thin it was all rolled up like a sleeping bag. The thinness of the mattress caused the slats to warp and snap in half and me and my partner have been sleeping in a bed with dips bigger than the grand canyon. The quality of the products is not great in my experience, however every time we phoned up to complain the customer service was incredible and they took us very seriously. But that's the only good thing about the company.”

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Posted 2 years ago

“Like most of the reviews here, ordered a lounge chair...it got backordered 4 times and after waiting over 8 months, I cancelled the order. From my experience speaking with customer service, they could not do anything about it except advise me to cancel and buy another chair. DO NOT use them as per many of these reviews.”

Helpful Report

Posted 2 years ago

“The bed I ordered smelled badly of fish when the wrapping came off. After construction the smell was worse and has remained strong after 6 days. I haven’t been able to use it. I don’t see a way to send such a large item back. Wayfair should bring a new bed here and collect the other one.”

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Posted 2 years ago

“If there was a ZERO to give Wayfair, I would !!!! Delivery was scheduled between 9am-1 pm. I waited home for hours. I saw a white box truck ( no name or signage) down the block from my house. I assumed it was my delivery, so I ran to put my dogs away. I came back and watched a man walk to my neighbors door, knock and then leave. I assumed it was a delivery for that neighbor. Mind you, the guy had NO Wayfair verst or any indication he was from Wayfair. I then looked at realized someone from Wayfair emailed me about 5 minutes before he drove away telling me there were outside my home. THEY WERE NEVER OUTSIDE MY HOME NOR DID THEY KNOCK OR RING MY DOOR BELL. I called customer support only to be told that they couldn't get in touch with the driver ( whom just left) but that they won't be able to RE delivery for another 3 days. MY daughter now has NO BED to sleep on. How can wayfair be associated with a delivery company that can't read house numbers. My home (as well as my neighbors home) is clearly labeled with our house numbers. Very frustrating as this was NO fault of my own but I now need to wait hours AGAIN on another day and my daughter will be sleeping on the floor for 3 nights. Never again WAYFAIR”

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Posted 2 years ago

Wayfair is rated 1.5 based on 2,252 reviews