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

“They are advertising pricing they won’t honor, and their customer service reps are condescending and rude. We should all choose to not do business with companies this.”

Wayfair 1 star review on 2nd December 2022

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Posted 1 year ago

“It’s really bad customer service bad communication The delivery is delayed and they don’t even communicate with you to let me know”

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Posted 1 year ago

“the tree i ordered looked nothing like the one on website, and it was crooked, such a waste of my time...........and not right”

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Posted 1 year ago

“Furniture arrived broken. Tried to charge me to return it, with a shipping cost so outrageous it was going to cost more than the item purchased. Had to escalate for a week to get it sorted. Not to mention the ottoman and chair ordered came literally weeks apart.”

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Posted 1 year ago

“I had been a loyal cust of Wayfair for a while & noticed the deterioration of quality as they tied up with some Chinese products. I bought a sideboard and paid $80 to get it assembled just to notice that it was extremely cheap quality, too tiny for the price looked like a TV cabinet instead of a sideboard, and requested it be returned for a refund. Now this product was assembled and was out of the box. Obviously I could not disassemble it. I mentioned to the cust service and asked for a special pick up. I get an email return that says, they can not honor the requested resolution as they require these items back to review quality and ensure improvements in future order experiences. I thought that IS THEIR JOB & A CHOICE !!! As a customer if they have not lived up to their services & quality as they promise, I can’t be held accountable for that. BUYERS BEWARE! Save your money time & energy. Do not buy from Wayfair. I burnt my fingers don’t burn yours !!”

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Posted 1 year ago

“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.”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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”

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Posted 2 years 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!”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years 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

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Posted 2 years 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

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Posted 2 years ago

“We ordered recliners and other items from wayfair, we are very pleased with the quality and the service,of the company I would recommend wayfair to anyone. The delivery people were extremely helpful and polite. Thank you Wayfair, happy customers Pam and Liane. West Midlands.”

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Posted 2 years 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-”

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Posted 2 years 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.”

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Posted 2 years 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.”

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Posted 2 years ago

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

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Posted 2 years 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!!!!!!!!!!!!!!!!!!!!!”

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Posted 2 years ago

Wayfair is rated 1.5 based on 2,252 reviews