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

“Horrible customer service. I ordered the wrong size bar stool and they will not give me my money back or give me a store credit. Just offered me 10% off my next order what a joke.”

Helpful Report

Posted 4 years ago

“I had ordered a table in September. They first told me that it will arrive in the start of November, but when I enquired where it is they knew that the order would be delayed till the end of December but failed to tell me until I asked. This is absolutely disgusting that they fail to care about customer service and I am so appalled at this company - rubbish”

Helpful Report

Posted 4 years ago

“Really unreliable. Poor customer service. Really unreliable. They seem great at first with their deals and wide choice of items, however 2 items I ordered were cancelled from my order. They claim the warehouse did not have the item-which was an open box item that had been opened before and was slightly cheaper. Apparently they have to manually remove items from the website when they go out out of stock, and items don’t automatically remove from your bracket once they are out of stock. I contacted them asking if they could add one of the items, which was in stock online but brand new, not out of box stock, and that I’d pay the full price. They couldn’t do that. If I ordered it again, it wouldn’t qualify for free delivery as it was under £40, so I asked if they could provide free delivery seeing as I’d spent over £300 on my original order. They would not do this. I asked if I could speak to a manager and received an email the following day from a manager with a chunk of their policies copied and pasted, which didn’t even slightly give me an answer. I relied back and was contact again saying that it was not in their policy to provide free delivery. Really disappointing for such a big company to not even provide free delivery because of their own/their stockists mistakes. If I didn’t have to pay for returning the remaining £260 worth of items from them, I would.”

Helpful Report

Posted 4 years ago

“I called end of October and ordered a couch by phone. Was on the phone with a customer service representative. She took my credit card info address email and cell phone and promised me the couch I ordered will arrive November 3rd. Today is November 3rd and it never arrived. Found out that payment was never processed and it was never ordered. So sad and disappointing especially that I was on the phone about an our to place this order.”

Helpful Report

Posted 4 years ago

“I first purchased these drawers back in February, they were supposed to be delivered a month later (mid March)....they were initially sent but ended up getting sent back, never even made it across the sea for an attempted delivery? Guessing Covid put a stop to it, which I was more than understanding about. Anyway, I had kept an eye on it and saw it was not making its way to me. So I rang up and they said I’d need to re-order and that it would be available in May (currently out of stock at this point Bizarrely). So we placed another order, as these drawers (perfect for changing a baby on) were the perfect size and colour for the space I had in the room, and I hadn’t found anything else suitable. I was due mid April, and thought, well I may as well hold out for them. But the delivery kept being pushed back and back and initially, the contact from Wayfair was good....a manager took over our order and contacted us and offered numerous discounts over the course of the delay. Then in September, we were notified that this order was to be cancelled as the product was now discontinued, via an email. I then proceeded to contact wayfair (phoning a few times and then an email) to speak to the manager who was dealing with us, to fail and get nowhere. Still no response from my email that was sent over a week ago. I have been far more than understanding and patient than most, as I believe you get nowhere with being rude, and given the current circumstances, I felt it only fair. However, we have not been treated fairly in this whole process, and I’m just disappointed in the lack of customer service and the fact that we have clearly been forgotten about, and just let down. Zero contact since the cancellation, which was via email, no call, a lot not chasing on our part, from the beginning. I currently have baby clothes everywhere in the babies room as I have no storage for them. I am not seeking an alternative solution.”

Helpful Report

Posted 4 years ago

“Awful. Avoid. Lying to customers because they can’t own up to admin errors and not communicating in anything but templated responses; a complete waste of time when I needed something in a hurry (that they had in stock, it then took 2 weeks to then cancel the order with zero communication) Shop somewhere else”

Helpful Report

Posted 4 years ago

“Bought 2 types of products from Wayfair. When they arrived they came with the right product with a different name. The different named products could be found cheaper else where. When addressed this with Wayfair they said thats normal and called white labelling. Unfortuntly they do not give you the accurate name so they can enhance the cost of the product. Not sure whether this breaches trading standards. Buyers beware to do your research if at all possible.”

Helpful Report

Posted 4 years ago

“I've ordered a desk on the 8th October, with a shipping arrival for the 20th. It was a long wait but I decided to go along with it. First problem I encountered was that the wrong parcel was sent to my address, with only 1 box arriving to my address. This is a problem as I put the box in my shed, it was getting rotten by the damp atmosphere so I needed the second box soon. I straight away ordered a replacement part with all the information they needed but delayed it further with an additional fault on their end by not checking my complaint properly. This added they finalised it by the 28th and said they shipped on the 29th October. With my first parcel rotting away in my shed, I called the help line to find out they haven't sent it out out and will be dispatched by the 5th November, with an additional 5 working days for it to deliver to my house. Poor communication from their end 3 times, causing faults and delays and I'm fed up with my order which has cost me £200, taking over A MONTH TO ARRIVE!”

Helpful Report

Posted 4 years ago

“Do NOT buy from this company. Waited a ridiculously long time for a bathroom vanity to be delivered (meanwhile no water in my bathroom). I arrived damaged. I called Wayfair immediately and honestly expected them to rectify the situation amicably, but what a huge disappointment!! They were curt, rude, and seemed to think I wouldn't mind waiting another 6 weeks without a vanity. I asked if they could expedite delivery or give me a discount or something and they acted like they were already doing me a huge favor by being willing to refund my money or make me wait who knows how long for possibly another damaged delivery. What a sham this company is!!! Do they know I could just get it from Amazon in 2 days? Stay away from these scammers!”

Helpful Report

Posted 4 years ago

“Can't believe how bad the quality and the price is from this company. I WILL NEVER EVER EVER BUY FROM HERE EVER AGAIN!!! three items i have bought for here now and each one is worse than the last , if anyone remembers MFI back in the 80s then you know what I mean . If your buying any furniture please,please stick to IKEA or something . Quite sure money grabbing ` everyone is wonderful `Lorraine Kelly wouldn't have any of this landfill fodder in her home.”

Helpful Report

Posted 4 years ago

“So disappointed with my recent purchase from Wayfair. Ordered a simple shower screen from their website. First delivery supposedly arrived, when I contacted them to ask where it was they advised that it had to be sent back as it was damaged at the depot. I then re-ordered it, replacement item arrived and was heavily damaged. I contacted customer service who re-ordered another one which when it arrived, was damaged again. When contacting the customer service team they said I wasn’t able to reorder the item as I had already received 3. Incredibly poor service, there was no effort to rectify this terrible service or a solution. I would never ever use them again!”

Helpful Report

Posted 4 years ago

“Order never arrived even after 5 months.”

Helpful Report

Posted 4 years ago

“I called 5 mins after placing order,Wayfair staff said would change address. Was a gift. Then next day email stated was shipped to me,so I called again.The pleasant staff member did not offer help. She seemed happy & could not care less that her salary comes from consumers. I am very upset.Frustrated& will be telling all the I know about the situation I experienced. SAD”

Helpful Report

Posted 4 years ago

“Absolutely terrible experience from the start. Delayed order initially, then when the item in question (sofa) finally arrived, it was smashed in two places. Have already waited 2 months for replacement and now I have been advised that I Will need to wait another month. Will never order again and will certainly never recommend to any friends or family.”

Helpful Report

Posted 4 years ago

“Wayfair seems incapable of taking responsibility for delivery of purchased items. Repeated attempts on two orders to get up to date tracking information have been unsuccessful. A previous order went through a similar process and only reliable information was a call 30 min before delivery. The item was severely damaged and rejected. The reorder (for a GE Freezer) has been similarly lacking in reliable information: one day on Wayfair site then they recommend I call the GE number which gives me a different date.”

Helpful Report

Posted 4 years ago

“Deplorable and deceptive company. Didn't deliver what I paid for, waiting for ages for the missing part, not willing to assist and resolve the issue on their side to the customer's satisfaction. It's their policy, as I've been told. Now I understand, if there is a lack of transparency, then they need to be covered, so the customer can only "play by their rules".”

Helpful Report

Posted 4 years ago

“Was doubtful about using Wayfair and sadly was proved correct! Excruciating experience from start to finish. Abysmal communication, delays, terrible delivery service and excuses. Ordered another large item from Argos who kept me updated the whole time. Great comms and delivery. Faultless. Would never use Wayfair again nor would I recommend them to anyone else either.”

Helpful Report

Posted 4 years ago

“I ordered an item on 13th August 2020. It is now 24th October 2020 No delivery. Why buy from people who cant deliver???”

Helpful Report

Posted 4 years ago

“Wayfair processed a refund to a bank account that was closed. The bank returned the money to Wayfair but Wayfair refused to see this as an unprocessed refund. Still waiting on money 6 weeks on 8 weeks, and a load of phone calls and emails, on I've finally managed to get their finance team to look into this using the reference number they originally supplied. Surprise surprise, they had the money in their accounts all the time. I had multiple denials that this was the case and no one could possibly believe that they could have made an internal mistake, they were happier saying that the Co-Op bank had got it wrong instead... The icing on the cake was that no one even bothered to get in touch and tell me this. I had to call them to complain again to be told by their offshore call handler that a manual refund had been approved. No apology, no compensation, just a nasty taste in my mouth. Do not buy from Wayfair. Their products are cheap and nasty just like their customer service efforts.”

Helpful Report

Posted 4 years ago

“Placed an order for a breastfeeding chair for my wife, ended up finding the same item that we can get sooner and for cheaper so I put in a cancellation request 12 hrs after placing the order and was told that I would receive a cancellation email within 24 hrs. I never ended up getting the email so I did those steps again just to make sure it went through. Ended up receiving the item and after calling customer service they told me that they never received the cancellation request and require I pay $50 for return shipping costs... Total scam! do not use their service. Find the same item for cheaper and with better customer service elsewhere!”

Helpful Report

Posted 4 years ago

Wayfair is rated 1.5 based on 2,252 reviews