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

“I ordered my bed on 10/10. The original delivery date was set for EOD 10/13. It changed that night to 10/14 and so I had to then update the delivery address which my bed still ended up being delivered to the old address which was a huge inconvenience considering I had to then rent a pickup truck to deliver my bed to the new address. On top of this, I paid for my bed to be assembled and the date and the time have been pushed now to 3 days out since I've had my bed delivered. I've had to sleep on the floor 3 nights in a row. I called customer service and all that happened was me receiving an apology for the inconvenience. My bed is still unassembled, in the middle of my bedroom. I can't even set up my office nor can I do my work which is causing me to have to use my PTO to make up for missed days. THIS HAS BEEN THE WORST EXPERIENCE EVER!!!!! This is 4 days now that I've had my bed and it still won't be assembled supposedly until 1pm today 10/17! This is so unacceptable! I dread the couch delivery I have coming this week that needs to be assembled. I’d rather just try to do it myself. And forget about being refunded for canceling the assembly service or getting a reimbursement of some sort. Never again will I ever order from this company.”

Helpful Report

Posted 2 years ago

“I received a very poor quality item from Wayfair Vancouver and have left a review with some photos attached. All the photos which were showing pilled paint and fallen apart pieces were hidden or removed by moderators. Wayfair turned out to be Wayunfair.”

Wayfair 1 star review on 16th October 2022

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Posted 2 years ago

“I ordered a desk first arrived broken the replacement then got lost in transit and wayfair won’t refund me. Every day I emailed for a update and was told it would be resolved by x date the date comes and passes and a new date is proposed all whilst not getting a refund even though the item has been lost by the courier l.”

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Posted 2 years ago

“Do Not Buy one thing from Wayfair the worst experience ever I ordered a 6 door wardrobe nearly three weeks ago. The day of delivery I was called 9 times from the courier asking me where I was how long was I going to be and making rude remarks to my husband when he called them to ask them to stop calling and that I was a few mins away only for them to cancel my order without my consent I contacted customer service straight away who said they will re schedule the delivery when it did arrive I ordered the assembly service only for the man to arrive 2 hrs earlier then the expected time and he told me 4 parts were missing and he would come back with all parts it is 7:32pm No handy man”

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Posted 2 years ago

“Terrible customer service and bad experience. Ordered a furniture set (wardrobe, desk, book shelve and small hanging shelve). One box was not delivered, after raising it to the customer service waited for over a month for the resolution. The missing parts delivery was cancelled and moved 3 or 4 times everytime stating that parts were not available but we ordered new ones? What? if they are not available where did you order? to produce them?? Asked for a refund - offered me only 35% - Computer says no - company policy we cannot offer more. 35% won't be enough even to buy a similar item on their website... and definitely from that set the warderobe is the largest item. They can send a refund only if I send the full order back, which is assembled... of course, because I will dissamble it and pack it for them to come and just pick it up! Just ridiculous. Never offered any solution, just selling air, promising smth they cannot deliver. Never again!”

Helpful Report

Posted 2 years ago

“DO NOT ORDER FROM WAYFAIR! I have ordered 3 tables and each one is damaged. I have been in contact for them over a week trying to return them. I have been passed onto a conflict resolution manager called Caroline who takes one day at best to respond to my emails. I have received no apology for receiving 3 damaged items but am having to jump through hoops just to return them . I have been told I will not receive a refund until they have been inspected by their warehouse. I have sent clear photos of the damage and just want to return them and get my refund. I have rung them to try and quicken up the process but the executive resolution manager will not speak to me. I am so frustrated and appalled at the poor customer service.”

Wayfair 1 star review on 12th October 2022

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Posted 2 years ago

“Paid. But order withheld. This is fraud. Our order was placed on hold. And after many intersections and complaints no one can say why it can’t be released. I’m doubting it will be. Read the reviews and do NOT order from Wayfair if you want my advice.”

Helpful Report

Posted 2 years ago

“I ordered a bed from Wayfair Canada which was to be delivered to a condo. Unfortunately, they use Fedex which is unable to provide a window for delivery and expects the buyer to sit outside the building all day to receive delivery. Fedex set me up on a text notification system when the driver was nearing the delivery time (which did not notify me). All furniture deliveries that I have received have a delivery co that commonly delivers furniture and provides a confirmation of the delivery timeframe PLUS contact you when they are nearing your location. When I was unable to receive the product that I purchased, Fedex took two days to notify Wayfair that the bed was being sent back to them. This was after spending approx 5 hours on the phone with FEDEX and Wayfair. Wayfair finally said that they would refund me for the purchase. Guess what they did? Not only did they not issue a refund, they billed me for the bed a second time. I am not able to speak with finance. They would not even allow me to show my credit card information online. I was told that it showed that a refund was issued on their end with a system glitch note. I was further told that it would be up to finance to decide about whether they billed me twice for a product that I did not receive. Customer service does not get involved with finance they only submit tickets and the wronged consumer cannot communicate with finance. At this point, Wayfair has billed me over $600 for a product that I do not have. HORRIBLE SERVICE!!! I would recommend not purchasing from these people.”

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Posted 2 years ago

“Delivery a day late. Wrong item del,yet again. Must have complete morons working in their dispatch department. Never, ever again.”

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Posted 2 years ago

“If I could give Wayfair minus stars I would! Their service is shocking and so poor I don't know how they are still in business. I purchased 10 copper outdoor lights 2 years ago, but because of construction work and covid they were fitted 1 year ago. After only 1 year of use one outdoor light is full of water and constantly tripping all 10 outside lights, so they never work. I have tried emptying the water but as soon as it rains the water gets in. The lights state IP65 protection which is clearly wrong and on this basis alone is a misrepresentation. I asked Wayfair for a repair, refund or replacement. They don't want to know, they keeping repeating the same 2 year warranty nonsense. When I spoke to Trading Standards they said the 2 year warranty was in ADDITION to my consumer rights and I should not be expected to throw faulty lights away after only 2 years. Wayfair terms and conditions with regards to putting matters right after 2 years is incorrect and Trading Standards are now going to investigate Wayfair on their incorrect trading policies. The team at Wayfair are extremely unhelpful and keep repeating the same misinformation about 2 years warranty and to read their terms and conditions. When I tell them about what Trading Standards have said and that lights should last longer than 2 years Wayfair say it is not their policy to help. If you want anything to last longer than 2 years NEVER buy from Wayfair. They don't read your emails and copy and paste written text that doesn't make any sense to your actual complaint, I think their emails are a complete waste of time. Now I have a faulty outdoor light which has been discontinued and Wayfair who don't want to know in helping me. Having spent 1000s of pounds with Wayfair over the years I am disgusted with their customer service in putting things right. A simple refund would have kept me as a customer. Now I will tell everyone to never buy from Wayfair. The 2 year warranty is incorrect for how long products should last and they should not use this as their only defense. Trading Standards agree with me and are shocked that Wayfair will not put things right after 2 years. The only course of action now is a County Court summons. Avoid Wayfair, they are the worst company to deal with! Spend your money with more reputable companies.”

Wayfair 1 star review on 27th September 2022

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Posted 2 years ago

“Absolutely worst company to order from, ordered a shed only half come on delivery date, 2 calls and 4 days later the other half came only to find all the doors were damaged. Another call to get replacements and had 3 emails for the delay of delivery been waiting 5 weeks this Friday call customer services to complain they are useless, won’t give no compensation apparently it’s policy! Will never use this company again.”

Helpful Report

Posted 2 years ago

“They wouldn't honor their return policy when trying to return fans that were much larger than described in the item description. The items I purchased were within 30 days from being delivered, they were not 'final sale' items, still in the original packaging and disassembled. Now I'm stuck with 3 ceiling fans I can't use. When trying to work with the associate I also offered to except store credit or to do an exchange and they still wouldn't honor. An absolutely terrible customer experience.”

Helpful Report

Posted 2 years ago

“An absolute and terrible business!! They are liars and don't care about any customer service at all, DO NOT BUY HERE!!”

Helpful Report

Posted 2 years ago

“Honest Experience in Hell To begin with, they charge you £9.50 for any returns. Don’t get trapped. Second, most of their products are available on other platforms like Amazon or directly from the brands website for cheaper. Third, they have a pathetic useless customer service and if your case goes to the “Executive Resolutions” team, the Manager, Chelsea McAnulty, she is one useless, arrogant, egoistic woman who must hate her job and her life to a level where she believes she works for a dystopian dictator, the founder Niraj Shah, who has been accused of Sex and Child trafficking. Google it if you don’t believe me. I Ordered 8 lamps where only 4 arrived. Out of the 4, two were damaged…. Complained and after 2 weeks of back and forth with delivery team, they confirmed the delivery company lost the package and agreed to issue me a refund. Few days later, this pathetic woman Chelsea, writes to me asking to file a crime report so they can claim their money from EVRI delivery. I refused because there is no crime that happened apart from no delivery being done at all. I finally called the police and told them Wayfair is asking me to report a false report so they understood and gave me a crime report number. I sent this to Wayfair, they then say that a refund will be issued in 1-3 days. After 7 days, Chelsea emails me again to say that they will no longer issue the Refund and closed my case. I have now claimed a chargeback from my credit card company, so if you go through something like this just claim a chargeback and have your peace. Avoid this company if you don’t want to go through hell as I did.”

Helpful Report

Posted 2 years ago

“I tried to connect with Customer service for lost order, unresponsive. I asked for callback, instead put on hold for 50 mins. I used my wayfair.ca account app to contact by phone. Number popped up and I clicked on it. Today, I find out my phone provider charged me $50.25 for ld call. I do not have ld internationally on my phone. I did not know I was calling a U.S. number. It wasn’t even toll free. When I called again today, I made sure I was talking to Canada. Long story short, they said this was not possible but because I had a bad experience they will give me 10% discount on my next order. After I hung up and looked at the confirmation email, there was a short expiry date of 2 months, which they neglected to tell me. So, my parcel was lost, and now I wait another 2 weeks for a new order. Not impressed. And I am stuck with a big phone bill. BEWARE!”

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Posted 2 years ago

“AFTER HOURS OF DECIDING ON ITEMS WHEN I tried to check out the order disappeared .Many items were listed twice. This website and company is a disaster. After spending thousands of dollars here I AM DONE! CHARLES COLLIER CAMARILLO, CA.”

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Posted 2 years ago

“Wrong item sent Missing parts on items ordered. Rude customer service reps Wanted to charge me shipping for wrong item sent Business pro customer who will never do business with Wayfair again!”

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Posted 2 years ago

“Initially we ordered a sofa from wayfair but our new place where we have no furniture in the living. So I requested wayfair to give me a deadline by when the delivery can be expected and as per usual they estimated me 9th of September. After calling them on 9th of September and complaining about the delay in the delivery, they told me that the order will be delivered by 10th of September. While waiting on the 10th of September and having multiple calls with the delivery company I have got a partial delivery by the end of the day. After waiting for the missing piece of my order for 2 days I've tried reaching them again and after a long call they told me that they don't have any knowledge about the remaining part's delivery. So I've decided to cancel my order and ask them to process the refund and pick up the delivered parts. On the a call agent told me that I'll be putting you on hold and while I process your refund. After reading on the call for 20 minutes she disconnected the call. Meanwhile I was under the impression that my order got canceled as per the last remarks from the customer service. So I've ordered a sofa with a local vendor and expected a delivery on 16th. Then on the 15th of September I have received the missing piece without any prior notification or information from wayfair. After receiving the missing piece I tried reaching customer service again and explain that my order was supposed to be canceled as per their last response. And refer to the previous call and ask them to check the record for any activity earlier. This time customer service totally denied any record in the call although I have references of that call in my dialog and the duration while I was on the call is also with me. Upon explaining that I have all the evidences with me the customer service representative told me that the call was disconnected so they don't have any record for that but when I refer to the earlier calls where I was calling them several times to ask for my order delivery and expected date of delivery, she said that we can't even trace that either. Furthermore when I explain them that I've already put it a deposit to the local vendor to deliver a sofa by today, that is 16th of September. And that local vendor call me that he is on his way to the delivery probably by the end of today. She said that we have not responsible for your order as your order and refund will be processed by some other company who is the sole manufacturer or the the freight company that is delivering the order. Which means that wayfair is selling the products from other vendors and they are no more than just a e-commerce business who are selling product from other people. In the end instead of resolving they gave me another estimated resolution date by then the actual vendor of the furniture will contact me. In the end, I lost $300 off my deposit which was ported against the order I placed with local vendor. I would highly recommend anyone who is looking for something on an estimated date or on a reasonable delivery duration to not buy from them instead of that go to any local vendor and negotiate out a good deal from them while supporting the local community. Thank you for reading my miserable experience.”

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Posted 2 years ago

“people working at wayfair are incompetent to say the least. 1. We ordered a TV stand, which arrived broken which meant we had to wait for another one to arrive. It broke because of the poor handling of the courier, smashing and dragging the box from his van up our stairs, I literally watched him smash, drag, flip, and smash every wall and step on his way up. Which is absolutely ridiculous. Surely he doesn't hate his job that much? 2. We ordered two rugs, the same size and same design, its clear on our order that the there are meant to be 2 of the same rug. They sent us two different ones. We sent them a picture of the different rugs next to each other and asked for a replacement of the one that didn't match. They replied saying that because the product number matches, we cant send another one. Wayfair also asked us not to open a new replacement request form! Meaning they want us to accept a product we didn't even order and that wont match our current living room. The bone idleness of the incompetent staff is bewildering. I have informed my wife to never ever use wayfair again. Its cheap nasty customer service is appalling and the company doesn't deserve our hard-earned cash.”

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Posted 2 years ago

“Wayfair are totally incompetent. They have taken my money and not given me the item. They lost the first item then they ‘lost’ the replacement. They’ve refused to give me my money back despite not receiving what I paid for. They’re thieves who lie and steal from honest customers! DO NOT USE THIS CROOKED ORGANISATION!!”

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Posted 2 years ago

Wayfair is rated 1.5 based on 2,236 reviews