Wayfair Reviews

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

1.5 Rating 2,237 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,237 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

“Shocking customer care. Ordered a Christmas present well before Christmas. No delivery, just an update saying awaiting collection from warehouse. Finally get them to send a replacement which they said wouldn't arrive until the 5th Jan. Explain this to the recipient of the present. get to the 5th still no delivery. I told every customer service advisor that I didn't want a refund I wanted my item. They have refunded my item which i didn't want. Now I have to wait 3-5 days to get my money back and re order. Second problem is that this item is now marked as on sale, but the sale price is exactly the same as the full price. So looks like they are increasing the price for a sale then marking down to the normal price. This is a scam and I am sure against trading standards. All in all a terrible shopping experience and I wouldn't recommend using Wayfair UK at all!!”

Helpful Report

Posted 2 years ago

“My problem is with the order not arriving. I am still waiting nearly 5 weeks after the delivery date for the last part of the bed. They are sending the bed in dribs and drabs. I can't wait anymore and have to cancel. I find the most common complaint is about non delivery.”

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Posted 2 years ago

“Ordered a crib in November 2021 with a December 2nd-7th delivery timeframe.... We are supposedly going to get it now sometime between January 14th-21st... who hell knows when/if we will actually be getting it... and even if we do, who knows what kind of quality it will be since even the delivery process has been this bad”

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Posted 2 years ago

“Worst delivery ever !!! 10 days so far !!! Items are still bouncing around a courier company warehouse!!! Pay the extra few hundred and shop elsewhere !!!”

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Posted 2 years ago

“Shocking refund service. I had a light fitting delivered Tuesday 28th September 2021, not the same as on website, it was returned and collected by courier on Wednesday 29th September 2021. I thought that was it, on 8th December 2021, Klarna took the first of three payments out for it. I contacted Klarna got payments paused, they said wayfair had not let them know it had been returned. Contacted wayfair on 11th December they said system error and would issue a refund. Checked with Klarna again on 22 December, they still not heard from wayfair, contacted wayfair, again system error and they would issue a refund, also got an email from wayfair finance department confirming refund o 23 December. Contact Klarna today, 4th January 2022 to check on refund, they still have not heard anything. Contacted wayfair today, they said that they would 100% issue a refund today. I have used Klarna on another company, no problem, it's wayfair I will never use them again”

Helpful Report

Posted 2 years ago

“Beware when placing an order with Wayfair! Rarely will you receive what was pictured or described. They sell below par quality items at the highest prices. Customer service is horrible, they call the shots and you are at there mercy. They do not stand by their products or customers. Horrible company!”

Wayfair 1 star review on 4th January 2022

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Posted 2 years ago

“Book a returns slot, 8 till 8. Waited all day, no one turned up. My wife took the next day off work with no pay, no one turned up !!!!!! Been speaking to wayfair for two days, still no resolution. It's costing me money for there incompetence. Total cowboys, avoid them at all cost. You will regret it.”

Helpful Report

Posted 2 years ago

“Hilarious that people still use this company. Seriously every review is shocking. That’s because their product are so cheap quality meaning poor quality products, abysmal service they literally have no clue what they are doing. You are literally paying for a rubbish product, if it turns up or if you receive the full order and then their products are that poor they tell you to dispose of it rather than collect. This along with the reviews should stop anyone considering shipping here to reconsider. If you choose to shop here after reading the reviews more fool you!!!”

Helpful Report

Posted 2 years ago

“Completely deceptive advertising. We thought we were purchasing a barn door kit and it was a bait and switch - it only included the hardware. They tried to tell us it was out fault. We buy online all the time - the product material was even described on the site. Now we are stuck paying return shipping for an incomplete shipment. This is a horrible company and we will never buy from them again.”

Helpful Report

Posted 2 years ago

“Bought a bath mat on Wayfair for $100. It arrived in the mail and isn't even worth $20. Cheap, inferior product. I applied for a return and they are attempting to charge for returned shipping. Their advertisement clearly states free shipping. Nowhere on the advertisement does it list a disclaimer on shipping via an asterisk or a hyperlink that refers the customer to another page. Talked to Will in customer service to complain. He talked to his manager and he or she refused to waive the shipping. So, I filed a BBB report and two other reports with my state AG and another with MA where they are located. And I've needed to dispute the item with American Express. Their customer advocacyteam has already refused to refund the shipping. They state the return shipping is listed on their return page. Uh, no. That isn't how you properly disclose shipping costs. If the item was not free shipping, the webpage for the item should not have stated it was free. This implies both ways. As stated before, there is no disclaimer or hyperlink referring the customer to their shipping page to divulge that return shipping is charged. This is the second problem I've had with Wayfair since July. The prior was on a vanity that they didn't deliver properly 4x. The way they handled the vanity also violated the FTC's mail merchandise rule. Here is the link: https://www.ftc.gov/tips-advice/business-center/guidance/business-guide-ftcs-mail-internet-or-telephone-order. In the end, they ended up having to give me about a 20% discount on the vanity because of how they handled the deliveries. Won't be ordering from Wayfair again. They've lost thousands of dollars of future business from us because of this transaction.”

Wayfair 1 star review on 23rd December 2021

Helpful Report

Posted 2 years ago

“Don't touch them with a barge pole!! Wish I'd looked at these reviews first. Order due yesterday but is (apparently) currently in Germany. It started out in The Netherlands and has so far gone from there to 3 different locations in Germany! Wayfair have no idea when it's likely to turn up. She did say I'd love them when they came as they're beautiful!!!! Never going near them again and think they should be done for mis selling as they never make it clear anywhere on their web site that the "in stock" items are somewhere outside the UK. AVOID,AVOID,AVOID and spread the word”

Helpful Report

Posted 2 years ago

“Still waiting for my mattress, has been a month now and order status just shows backordered, first time of using Wayfair and it will likely be my last, been on my order status again tonight, still says backordered although I'm supposed to get my delivery on the 23rd December, should have been delivered on the 15th December, won't hold my breath, rubbish service and communication is is lacking”

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Posted 2 years ago

“Bought 2 reclining chairs one broke in a week and the replacement broke 2 months later. Save your money this is cheap junk at high prices.”

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Posted 2 years ago

“Truly terrible outfit to deal with. Never known a company so poor with all levels of communications, a completely in-cohesive customer service team. They have no idea what their couriers are doing. I can only suggest NOT dealing with Wayfair and go to any alternative you can find on Amazon as it would surely be better than this shambles. They had no idea deliveries had happened, and then not happened. They then processed returns but then emailed saying it's not been processed. Estimated delivery windows were absolutely inaccurate- expect large delays as even the courier himself said that almost every delivery he does on these guy behalf is met with hostility from customers. Don't let a polished website fool you. I've added my order number but truly believe they wont be able to locate this.”

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Posted 2 years ago

“Probably a sham company..Most horrible experience ever. If I have a chance I will go to the consumer court and file a civil suit against them. Order never reached. went back and forth from supplier to the shipping company. It takes them two days to find out where the order is. Never never go for it. we have been left stranded without a couch for 2 weeks now only to be randomly told that the couch will arrive after 6 months.”

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Posted 2 years ago

“Ordered 3 items, two cot sheets and pillow for my granddaughter. Two items not delivered at all, one arrived today - Cosatto cot fitted sheets. Very poor quality, white is dirty white, fabric with holes due to manufacturing faults, so thin!! Black hair visible through packaging! Waisted half a day trying to arrange return and HAVE TO PAY for substandard item! First in my experience. Waiting for other items with dread! Tried to email Wayfair without success. No section on website for customer service ! Don’t waist time or money! If the item you order is not satisfactory you will have to pay to return the item. Unacceptable!”

Helpful Report

Posted 2 years ago

“I have just had the worst online shopping experience in my life with Wayfair. I paid for a garden ornament two months ago, which didn’t arrive. After various emails saying it was on its way, it still didn’t arrive. After complaining, I was told, sorry, but we have lost the item, so you will get a new one in February! Another 3 months. They then let me know the item had been found and would be delivered immediately. Still no sign of it, so I complained yet again and then received an e- mail saying that part of the shipment had been sent - which part - it’s head or it’s feet? Still absolutely nothing. I have ‘phoned customer services three times and each time, someone, who must be reading pat answers from a crib sheet as they say exactly the same thing, makes definite promises that I will receive an e.mail the next day and then, most recently, that I will DEFINITELY receive the item this week as I am going away at the end of the week. No email of course, so I ‘phoned again today to be told it had been delivered to a parcel shop instead of my home and had now been returned, so I won’t be getting it until February. I have no idea which parcel shop as I had asked for home delivery and they couldn’t tell me which one. I am so angry about this whole saga and have cancelled the it, which I imagine they are very pleased about as it saves them doing anything. I have been so let down by this company and feel I should be well compensated. They said they don’t do compensation. I am not surprised, having seen the amount of bad reviews they have had,. They would probably be bankrupted by claims. I suggest that nobody uses this company - they couldn’t be worse”

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Posted 2 years ago

“Isssued a return for a product 2 weeks ago and called about 4 times because no one actually comes to pick it up. They keep lying that they will send someone. Extremely poor service don’t buy from them.”

Helpful Report

Posted 2 years ago

“Avoid, delivery schedule lies, and DHL delivery and Wayfair support poor Avoid. You as an e-retailer is only as good as your delivery company and your customer support, and for Wayfair both really suck. DHL has not been able to deliver a shipment they received on the 28 November, it's been stuck in their Edinburgh/Livingston delivery depot. And Wayfair has not been able to speed it up. We're a week late today and the shipment is still stuck ad DHL. The latest update is a text message I received this morning saying the delivery will be on Monday, in six days, which is almost two weeks late (and of course with no guarantee it won't be even later)! I asked to have the order cancelled, which Wayfair refused. Astonishingly poor customer care. I have completely lost faith and trust in both Wayfair and DHL, will never again use Wayfair and will be leaving DHL a one star as well.”

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Posted 2 years ago

“Everything went wrong. Bad customer service ND price discrimination. I cancelled an order within an hour online. But then received a message that they could not cancel it. This is complete lie! What company processes orders immediately? Plus they didn't even ship put the picture I ordered and cancelled on Nov 30. It is Now Dec 6th. They have different discounts on the US and Canadian site for exactly the same product be benefitting Americans. This is price discrimination and I filed an official complaint under the Competition Act. Sticking to Amazon!!”

Wayfair 1 star review on 7th December 2021

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Posted 2 years ago

Wayfair is rated 1.5 based on 2,237 reviews