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

“Purchased 2 duvet sets ...both nothing like colours advertised ....thought I was buying 144 Thread count cotton...when it came 50% polyester 50% cotton...sent these back ...costing me £10 in postage ...what a cheek...would never buy from these again ....no stars at all”

Helpful Report

Posted 5 years ago

“Ordered a bed- got a text saying it will come that day, with a time slot. The bed never came. Called customer service- no help. No one could tell me where my order was and the tracking did not make sense. 2 DAYS LATER- the bed comes. MISSING THE HEAD BOARD. Absolutely fuming as my partner had to wait in for 3 days straight in case it came, DO NOT ORDER FROM HERE!”

Helpful Report

Posted 5 years ago

“I’ve ordered sideboard on 22/05 delivered on 24/05, delivery was not completed, one box with fronts where missing. Wayfair customer service informed me that missing parts will be sent but estimate delivery is 13/06, 20 days later than it should be delivered! And I am still waiting with partly fixed side board in my living room. I was informed that ‘We have a large number of warehouses and unfortunately cannot get products or parts issued out faster than what the warehouse estimates. Your parts will defiantly ship in the next 2 weeks’ For some reason they call it ‘replacement parts’ but this is not replacement if it was never delivered.”

Helpful Report

Posted 5 years ago

“Terrible Delivery service my order has been delivered in dribs and Drabs and is still not complete. Boxes damaged. I have requested a refund and will not order from them again.”

Helpful Report

Posted 5 years ago

“I wish I had read the reviews before purchasing from wayfair regarding delivery. Ordered a tv unit 1 of 3 boxes arrived...to cut a long story short 2 of 3 boxes had now arrived, delivery is in dribs and Drabs and without warning... still waiting on the third box. Boxes all roughed up like they have been handled with no care at all some are ripped at the edges. Decided to ask for a refund which I hope they will process quickly. They are a joke. Save yourself the stress and order elsewhere. The Only Positive is the staff on the Phone are Polite and apologetic.”

Helpful Report

Posted 5 years ago

“Order should have arrived 10days ago.... Still looking into it.... Meanwhile we have no mattress..... Will not recommend to anyone.... In fact will actively discourage work colleagues and friends”

Helpful Report

Posted 5 years ago

“I purchased a wicker laundry basket. It was of inferior quality do returned it and cost me £4.99 to do this. Wayfair refused to refund me my postage. Won't use Wayfair again.”

Helpful Report

Posted 5 years ago

“The items look nice but when you get them the parts don’t fit together on 2 occasions I have had parts that are either the wrong way round or holes drilled in the wrong place - when you call them they will give you a refund or exchange but they don’t apologise or offer any compensation for the time you have spent trying to put together something that’s impossible to do - steer clear from this company the furniture is mass produced cheaply and sold on for mass profit”

Helpful Report

Posted 5 years ago

“Ordered multiple items and most took alot longer than delivery date stated. Then one item arrived looked nothing like the original photo and company wouldn't help with the collection of a large item dispite my offering to pay for the costs. I was inundated with emails when items were delayed and the whole thing was a massive pain in the neck. Wouldn't recommend using them at all.”

Helpful Report

Posted 5 years ago

“I have made several purchases recently from Wayfair and have found that Wayfair have been unable to deliver some of the items we have ordered mainly due to the courier company Hermes who have returned the items to you without trying to deliver them first. I have contacted Wayfair customer service on 5 occasions and tried to get the items refunded, I have met with resistance to this and in my last phone call with a customer services manager whose name is ‘Ben’ I have been informed that he would not agree to refund me despite the items being returned to him over 10 days ago. He would not agree to speak to me as I had told him I was about to take legal action against Wayfair and he made no effort to reasonably resolve the issue. I am owed £22.98 for the order 2962149354. I have tried now on 5 occasions to get this money refunded and have failed. Ben and his colleague Connor have told me that I need to wait 5 days for this to be ‘processed’ and that they could not confirm to me that I would be refunded – I am not waiting a further 5 days for the refund as I see this as an unreasonable delay to an already delayed refund.”

Helpful Report

Posted 5 years ago

“terrible experience with Mayfair. Ordered curtain rails. was waiting for 40 days, and finally received an email of the cancellation of my order. I ordered the second one, delivered damaged and not the model I paid for. Totally different model. Some parts are missing. Customer service is unavailable second day Telefon number on the web site is also unavailable. online return form doesn't allow me to submit the form and saying" sorry we are not able to complete come back again soon" awful service. do not buy anything from this site!”

Helpful Report

Posted 5 years ago

“DHL is a horrible delivery service used by Wayfair. The heavy furniture I ordered was left outside (nowhere near my flat). I was in all day waiting for the driver. Had to lift the heavy furniture by myself as I live alone. They have no consideration for elderly, ill, pregnant customers or even average sized women like me. All customers are not strong men who can throw a bed and mattress over their head. I have hurt my arm and neck moving the furniture into my flat. Never ordering from wayfair again.”

Helpful Report

Posted 5 years ago

“Did not receive the furniture we ordered. No correspondence to say why it couldn’t be delivered despite it being arranged on three separate occasions. Not received furniture or refund will never order from this company again. Service non existent and customer service terrible. Going to report to trading standards”

Helpful Report

Posted 5 years ago

“Purchased a tengan wardrobe and on opening found out this was a Lennart Art05. The design is the same but it can be had for much lower price elsewhere. Tengan furniture is very poor quality like IKEA 30 years ago. If you want flat pack IKEA is now much better quality than tengan or Lennart which ever it is. In summary if you want Tengan don't bother it is very poor quality, if you still want it search for Lennart Art furniture instead and buy much cheaper from other suppliers than Wayfair. Wayfair did offer a refund providing we repacked which for 5 very heavy boxes was impossible. Don't bother, go to IKEA instead at least you can see the quality of the item or buy Lennart not tengan and save lots of cash.”

Helpful Report

Posted 5 years ago

“Twice I've ordered from wayfair and twice item was not delivered, lots of phone calls, time off work waiting for deliveries that just didn't turn up, got refund in the end and as a gesture of goodwill a 10% discount off my next order ! Of no use to me at all as I would have to be stupid to order off them again. Do not use this company, they are dreadful !!!!!”

Helpful Report

Posted 5 years ago

“Wish I had read reviews before ordering. Week after expected delivery date, I emailed to enquire where my order was, told a “delivery specialist” was dealing with my order, another week gone I emailed again, received a message to say I could re-order, (err why?) and expect delivery within a week or wait 3 - 5 days for a refund, Won’t order from Wayfair ever again.”

Helpful Report

Posted 5 years ago

“Quite frankly appalling customer service. Having ordered a shed I was given a delivery date, a week after this date still nothing from Wayfair. 10 days after placing the order I had to contact them to ask what was going on. They then decided to tell me that they no longer delivered to my area, and immediately cancelled my order with no decent explanation as to why my order was accepted, processed, “shipped” with no communication of this inability to delivery. Certainly won’t be back and would recommend all customers go elsewhere!”

Helpful Report

Posted 5 years ago

“I was sent the incorrect item. Whilst customer service representatives respond quite quickly their problems solving skills are limited. They were unable to swap the item and stated I would need to make a new order. They also tried to charge me £.6.99 the cost of the return. I had to take the item to a local collection point, I don't usually mind this but in this case the item was a large, heavy bookcase which I struggled to carry. There has been a fault on the website for over three weeks meaning I have been unable to order the item I want. I feel my complaints are dismissed and staff are disinterested. Surely this is having a financial impact on Wayfair, yet they have been unable to address this. I find the website misleading with little information about how the products are made, for example stating manufactured wood. However to find products vary greatly in quality. Furthermore the same image was used for a bookcase apparently made by two different companies with two very different prices. With the limited information provided it is impossible to understand how they are different and to justify the cost. I have found the experience very frustrating and time consuming.”

Helpful Report

Posted 5 years ago

“If I could give Wayfair a zero I would. They don't deserve a one-star! The bed we ordered came with the million small plastic pieces and they weren't all in perfect condition and I did not send extras. This is the cheapest made piece of furniture I have ever purchased and paid way too much for it. This bed is junk save your money shop elsewhere.”

Helpful Report

Posted 5 years ago

“I hope this review will help those who were sent a wrong and much cheaper headboard than what they ordered but did not even know this and seemed happy with what they were sent. I recently ordered a Ryan Upholstery Headboard but was sent one that I initially thought was wrong in color only, so I called Wayfair to ask for a replacement. The investigation later, however, was that the correct item was sent and the replacement was cancelled. Because I truly believed the color was not the light grey I order, I examined the headboard shipped to me more carefully with reference to what is advertised on Wayfair’s website about this Ryan headboard. It turned out not only was the color wrong but the item was not ‘Ryan’ at all, but seemed to be a much cheaper headboard called ‘Cynthia’. I went through the reviews on the Ryan headboard: some complained that their Ryan headboard was wrong in color like I initially did; others said they were very happy without realizing the headboard was from a much cheaper series. (The Cynthia headboard and the Ryan one show apparent difference not only in linen but also the design like the patterning of buttons. I felt so sorry that such noticeable differences had not been realized by some happy buyers, who I think have been financially taken advantage of or cheated.) I asked for a full refund and thought it would help future buyers to write this review.”

Helpful Report

Posted 5 years ago

Wayfair is rated 1.5 based on 2,242 reviews