Wayfair Reviews

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

1.5 Rating 2,236 Reviews

11 %

of reviewers recommend Wayfair

1.5

Based on 2,236 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

“My wife and I are expecting our first baby in Dec. We have been saving for a rocking chair that my wife wants for our nursery. We found the chair on sale on Black Friday for a good price and so we ordered it instead of getting it at the local furniture store that also had a sale. Today Wayfair canceled my order and said my refund will be 3-5 business days. Now we have missed all the sales and while the chair is still available in another color they say I have to pay full price. I also talked to a manager who was not helpful at all. Very disappointing, they did nothing to make this right. To top it all off, the brand was Mercury Row which is owned by Wayfair.”

Helpful Report

Posted 1 year ago

“I ordered two, three-drawer, nightstands, total cost was $900. The reviews on Wayfair were all 4s and 5s for this nightstand and they were on sale, so I ordered them. I received both of them, together, in only a few days. I opened the boxes and both appeared to be undamaged. However, I quickly discovered the bottom drawer, on each nightstand, didn't open properly. One would open, with considerable effort, the other would only open half way, with effort. I called Wayfair and their only offer was a credit of $240. Believing I couldn't have been the only one who had this experience with this nightstand, I went on Wayfair's site to look at the reviews again, no real problems from any other purchasers. I posted a deserved poor rating on this nightstand on Wayfair's website, in part, to see if they actually post bad reviews. They did in fact publish my review, for maybe a day or two. I went back today to look at the reviews again and lo and behold, my review was no longer there.”

Helpful Report

Posted 1 year ago

“Absolutely disgusted. I ordered tree was meant to be delivered today! Sat home ALL day with two small children waiting, decorations came down from the loft and have been sitting in the middle of the lounge waiting to go up. Well the Tree never arrived glass decorations sat in the middle of my lounge causing danger. Called for an update as I HAD NO delivery update whatever and started feeling worried that the tree wasn’t going to arrive. Upon speaking to reps it was clear that the item hadn’t even left the bloody warehouse. Had I not rang I would have been none the wiser. The agent then proceeded to tell me that my order wouldn’t even arrive for up to another week. Absolutely disgusting. Agent refused to cancel my order, agent refused to put me through to a manager and I am left feeling robbed! Wayfair have basically stolen my money. I paid good money for the tree, I didn’t buy it in your sales and wayfair have broken their side of the contract, therefore I am entitled to have my money back. Moreover the unhelpful narcissistic robots who answer the phone make you feel like rubbish, they don’t help and clearly have zero empathy. I have been practically forced to continue with the sale which is bullying and unethical. I will never ever again purchase from wayfair and strongly advise no one else does, especially on the run up to Christmas as they will not receive their items and will have to wait 10 days for a refund. Please do your research. This company’s reviews are also mainly fakes.”

Helpful Report

Posted 1 year ago

“I ordered a Turkey fryer 3 days before thanksgiving , paying an extra $70 for expedited shipping , was assured , because of extra charge that it would be delivered the morning of 11/23/22- upon not receiving it by 7pm , we called wayfair, was told sorry , but it would be delivered on the 25th. This jeopardized my thanksgiving plans , when we wanted to cancel the order we were told they would not return the shipping charge - will never ever order from here again Aleya Jung aleyajung@gmail.com”

Helpful Report

Posted 1 year ago

“I ordered Thanksgiving dishes from Wayfair ONLY because they promised the shipment would arrive 1-2 days before Thanksgiving. AFTER I paid for the order the expected arrival date changed to the day after Thanksgiving. I tried to cancel the order but they said it was already on the Fedex truck. They actually waited two days to ship them and that's what caused them to not get here on time. I had to buy them somewhere else and now have the aggravation of having to return them. More time wasted! Totally ruined my Thanksgiving. Waited 10+ minutes to soeak to a live person and then she was no help at all. Also I was told I could refuse shipment, but that didn't work because Fedex said they were delivering on Saturday and delivered on Friday. Total fiasco from start to finish. I will never order from them again!”

Helpful Report

Posted 1 year ago

“I purchased an in-stock product on October 10th with a quoted 2-3 week delivery. Within a few days I received an email that my product was in fact back ordered. Three more delays happened. I contacted them to learn more and they explained their website was incorrectly showing stock when it was in fact not available. They needed to place a special order from the manufacturer. I would never have purchased a back ordered item. I asked them if they could confirm I would receive my product by their latest updated delivery date and if not that I would like to cancel the order. They confirmed yes, that new date is correct. Upon reviving my delivery confirmation email, they had added over two weeks to the delivery time. I contacted them to cancel the order because the date was 6 weeks after I had ordered. They refused to issue a refund and told me all dates were subject to change. They then told me my options were to be charged $200 to re-route it back to their warehouse or just deal with this 5the delay. When it was finally delivered, they sent me the incorrect colour. I called customer service and they re-ordered me the correct colour. They also emailed the manufacturer to double check there wasn’t a labelling issue. The rep told me if there was in fact an issue she would immediately cancel the re-order and issue a refund. Sure enough, the manufacturer replied the next day and explained the colour advertised on Wayfair’s website (which I ordered) does not exist. Their photos are wrong and the reorder would just end up being the same incorrect colour we don’t want. I called customer service to have them cancel the re-order and issue me a refund. They told me no, and that I must wait for the supplier to confirm they are okay to cancel the re-order before giving me my money back. So now I’ll wait until between Monday-Wednesday to find out if Wayfair will begin the process of issuing a refund with my financial institution, which takes between 2-5 business days to be processed. They have continuously withheld information about their operations. They put themselves first in each of the many mistakes, asking me the paying customer to just deal with it. At this point they have made zero concessions for the multiple mistakes they’ve made. Not a single change to their operations to resolve this issues. Very curious when this issue will end up being resolved. Take this as a warning and do not shop at Wayfair. It’s truly not worth it. They would not be able to use these operations outside of the US/Canada where consumer shopping laws are so lax and in favour of the corporation. Shop locally or spend the money with a reputable company because you’ll likely end up spending that amount of money in your time waiting/communicating with them. Wayfair is a sketchy drop shipping scheme that ground their core operations on the backs of their consumers wallets and time. Update: they didn’t process my refund. I had to contact them 2 weeks after they said it would be processed and their CS rep relied “lol, we’re right on schedule”. I truly hope they continue to suffer financially.”

Helpful Report

Posted 1 year ago

“If I could give zero stars, I would. I ordered a dressing table on 16 September for the wrong parts to be ordered. When I flagged this it took two days of persuasion and explaining to get them to send out the replacement parts. Fast forward to the end of November and my order has been delayed twice, with no explanation offered as to why until I demanded one from customer services. It's now unlikely my dressing table is ever going to be delivered as it says back in stock in November 2023 - yet I didn't receive an update from Wayfair. After waiting this long you'd expect more effort regarding communications and, to be honest, more than a refund, given the fact I've been messed around so much and waiting for almost 3 months for a product that was due to be delivered in September, for example a simple gesture of good will - but I've been told in no uncertain terms that this won't happen. I've now decided to request a refund and, when requesting this, my conversation was rudely cut off by Tsion and I had to go through the whole conversation again with a different member of the team as my refund couldn't be processed using your automated chat function. I was then told by this member of staff that they wouldn't be able to do my refund either and that I would have to wait two days for another member of the 'special team' to get back to me. From start to finish this experience has been utterly shambolic and my issue still hasn't been resolved. It's a shame your customer service is so appalling as I've purchased quite a few products from Wayfair in the past - you're a poor representative for your suppliers and customers.”

Helpful Report

Posted 1 year ago

“I WILL NEVER BUY FROM WAYFAIR AGAIN! I was confident to buy my very first massage chair which cost more than $2k in price. I was so excited but not knowing it will never arrive. It was bought on Oct 9 and was expecting it on October 12. I called and chat with customer service many times to follow up. They cant tell me what was going on until until October 25 and informed me that the chair was lost in transit...so ok then I called again to speak with supervisor which she was kind enough to give me discount and said the chair will be replaced... I waited again until Nov 12. NOTHING! My last hope was maybe it was delayed again but no... THE REPLACEMENT WAS LOST IN TRANSIT! AGAIN? SO I CALLED CUSTOMER SERVICE AND I GOT THE MOST RUDEST ARROGANT ! I have said that maybe Wayfair dont even have this chair so it would be fair for me to get another model. He assured me that Wayfair will not send me another model but the same one... WHO IN ANY RIGHT MIND WOULD BELEIVE THAT WAYFAIR HAS THIS MODEL WHICH THEY HAVE LOST TWICE IN TRANSIT? SO TO MAKE MY LIFE EASIER... I ASKED FOR A FULL REFUND! BUNCH OF SCAMMERS!”

Wayfair 1 star review on 19th November 2022

Helpful Report

Posted 1 year ago

“Avoid this company !!!!! Ordered a dining table set , the day before delivery they canceled the order and said that the item is out of stock . Ordered another table the delivery was delayed and came everything damaged!!! Again Ordered a shelfs and all 4 shelf came damaged. Very poor company.”

Wayfair 1 star review on 18th November 2022

Helpful Report

Posted 1 year ago

“To whom it may concern: I order a fairly large item that requires special delivery on 11/04. Upon checkout, Wayfair offered the option of deliver inside your home or left outside. I choose an inside deliver and purchased installation services from their vendoe partner, Handy. They gave an arrival date of 11/11 and scheduled an installation date on 11/12 at 1pm. I did NOT receive any correspondence/ forms of communication(email, text, call, etc.) from Wayfair that my order is delayed until 11/17. Had I not inquired on today, I would have been just sitting here waiting for the special delivery. How rude! I took time off from work to be present because you can't make an "inside the home" delivery unless someone is home correct? Wayfair's response was that I should have checked their system for updates and that they do NOT send notifications if the shipment is delayed. Nor did they notify their installation partners to cancel or reschedule the date. They said its the customers responsibility to check their system! This is extremely poor customer service in my opinion. I called and spoke Casey and due to resolve with the first line customer service department, I then asked for a supervisors. I spoke with Megan(ID# 276382). Megan was very "robotic" in her responses to me. She clearly doesn't know how to or care to exemplify good customer service to a customer that has a complaint. She doesn't have the conflict resolution skill set to be in management. I asked for some type of inconvenience compensation and they offered me a 10% coupon on my next purchase. Really? Why would I spend more money with a vendor that has clearly dropped the ball with this order and not willing to make some type of amendment other than to ask me to spend more money. What a joke! The item is now being sold for $20 cheaper than my purchase price. I asked if they would be willing to apply the $20 difference back as a credit for the lack of communication and inconvenience that they caused and they refused so I canceled the order entirely. I really wanted the item but I refuse to do business with a company that treats its customers this way! Why would I recommend Wayfair to anyone or utilize their services again? Their are other vendors out there that value their customers business! Wayfair comes across as a low regiment type of online vendor that tries to compete with major vendors but not on par with other online vendors customer service. Hopefully someone with authority and business acumen will contact me upon receipt of this complaint to offer a resolution. Disappointed-”

Helpful Report

Posted 1 year ago

“Avoid!!! Avoid!! They are the worst at returns - it is three tries at collection for a return otherwise it is written off. They did not even try to come twice so I now have to try an alternative method of returning my parcel. Taken the day off work to wait in for a collection as well for no one to come - TWICE! I am so angry and disappointed with this truly terrible service - do not shop here - overpriced for what it is and the service they offer.”

Helpful Report

Posted 1 year ago

“I ordered a gaming chair from Wayfair. Paid almost $300 for the chair and when the chair got to my place it was missing a piece plus the chair didn’t look like the one they advertised online. I also paid for the assembly service as I am a petite woman and can’t assemble a big chair. When they finished assembling the chair the back of the chair didn’t align with the bottom plus it was missing on piece. I contacted Wayfair that told me they would refund me the money and if I didn’t hear from them in two weeks that I could donate the chair. 3 weeks have passed and I was going to take the chair to Goodwill but I decided to contact them another time to make sure. At this point they told me that I would have to return the chair, disassemble the chair and take the heavy chair to the post office in one week or they would charge me again for the money they had returned without never contacting me about. The lady called Kimberly apparently a manager even hanged the phone on me. I never experienced worse customer service in my life. Now I will have to pay someone to disassemble this chair and take to the post office for me. Wayfair used to be a good website as I purchased some furniture there in the past and they had great customer service but I won’t be purchasing nothing from this website ever again as they don’t sell what they advertise and could care less about their customers. I wanted to return the chair if they could come and take the chair apart for me the same way they put it together but they don’t care if you get stuck with a chair that is missing one piece plus doesnt look nothing like the chair they advertise on their website. I don’t trust this company anymore and I will make sure I spread the word around among my friends and customers.”

Helpful Report

Posted 1 year ago

“Wrong size light fixtures. Won't let me exchange them for smaller size. To return them is VERY EXPENSIVE.”

Helpful Report

Posted 1 year ago

“Wayfair is the worst company ever. Do Not use Wayfair. They are cheep but will never help you with returns or other issues. They will charge you for everything!!! Even if it’s their mistake!!!!! Horrible company. All they want is your money. Never!!!! Use Wayfair!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 1 year ago

“I purchased a coffee table that cost over $450 and when it arrived I knew immediately it was going to be too large, hadn't even taken it out of the box and called to arrange a return. Wayfair would not allow me to exchange or return the table. They said it was a sale item, also comes from a supplier they said, they have no control over it. So, despite my pleading, they wouldn't credit or refund my purchase. So I have a $450 tabke that doesn't fit in my room and Wayfair told me to sell it on Facebook Marketplace.”

Helpful Report

Posted 1 year ago

“***BUYER BEWARE!!!! Bought what was supposed to be a down sofa ended up being chopped up old mattress with plastic. Called to have them send me proper material and they refused. Purchase from local retailers to ensure you're getting what you pay for. ***BUYER BEWARE****”

Helpful Report

Posted 2 years ago

“They patronise you because of they're own logistics team being incompetent. Somehow they make that your fault, even though you pay their wages... Absolutely disgusting company”

Helpful Report

Posted 2 years ago

“I ordered a desk from wayfair and had the assembly package. They damaged the desk in 2 spots. I called wayfair they said I had to call the maker Bush so they transferred me. Bush said due to it was damage from assembly I would have to contact wayfair. I called wayfair again they said nothing they can do I have to call Handy for resolution. They completely ran me in circles with no resolution so far.”

Wayfair 1 star review on 25th October 2022

Helpful Report

Posted 2 years ago

“The package was delivered to the wrong address and Wayfair refused to do anything about it. Ended up with no bookshelf and no money. Horrible customer service.”

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Posted 2 years ago

“I moved my house recently and I purchased the TV Unit from Wayfair on 19th September.Estimated delivery date was giving as 14th October. However I have had e mail that the delivery will be no later than 19th. Today which is 20th I have received e mail that it says will be delivered 25th. Unprofessional and terrible. I feel like I have been scammed. Disgusting service. Be away from Wayfair !!!”

Helpful Report

Posted 2 years ago

Wayfair is rated 1.5 based on 2,236 reviews